Consumer's Guide
You’ll Want to Read This First
Moving to a new home can be exciting, but choosing the right moving company and understanding the moving process can help you avoid unnecessary problems. This guide is designed to give you useful information about choosing a reputable mover, understanding moving costs and estimates, protecting your belongings, and knowing what to do before, during, and after your move.
Moving companies provide an important service, but not every mover operates in the same way. Taking time to research your options, work with a professional moving company, and understand the terms of your agreement can help protect you throughout the process.
Many moving disputes involve the final cost of the move or responsibility for belongings that are lost or damaged. It is important to understand that an estimate is generally an expected cost, not necessarily the final amount you will pay. Your actual charges can depend on the services provided, the amount of property being moved, the weight of your shipment, the distance traveled, the number of movers required, and the time needed to complete the job.
You should also understand the mover’s responsibility for your belongings. Different protection options may be available, so ask questions and make sure you understand the coverage you select. If your property is lost or damaged, document the problem and submit a written claim as soon as possible.
Before Your Move
Choose a Licensed Mover
One of the most important decisions you can make is selecting a properly licensed and professional moving company. Licensed movers are required to follow applicable standards for handling, loading, transporting, and unloading household belongings.
Using an unlicensed mover can leave you with fewer protections if something goes wrong. Before hiring a moving company, verify its licensing information and make sure the company is authorized to provide moving services in the areas where you need assistance.
For Illinois moves, consumers can check applicable licensing information through the Illinois Commerce Commission.
Look Into the Mover’s Reputation
A moving company’s reputation can provide valuable insight into the experience you may receive. Ask friends, relatives, coworkers, neighbors, real estate professionals, or anyone you know who has recently completed a move for recommendations.
It is also helpful to research complaints and customer experiences before making your decision. Checking organizations such as the Illinois Commerce Commission and Better Business Bureau can give you additional information about a moving company’s history.
Rather than choosing the first mover you find, compare several reputable companies and request estimates before making your final decision.
Compare Moving Costs
Moving costs can be calculated differently depending on the type, distance, and location of your move.
For certain shorter or local moves in Illinois, charges may be based primarily on the number of movers and the amount of time required to load, transport, and unload your belongings.
For longer-distance moves, charges may instead depend on factors such as the weight of your shipment and the distance traveled.
When comparing local movers, remember that the company offering the lowest hourly rate may not necessarily provide the lowest overall price. The total cost can depend on how many workers are needed and how long the job takes.
Certain areas may have different rate regulations or exemptions. However, applicable licensing requirements still need to be followed.
Before agreeing to a price, ask the moving company to clearly explain how its rates are calculated and what services are included.
Understand Moving Rates and Estimates
A professional mover should provide you with a written estimate of the expected cost of your move. It is a good idea to obtain estimates from several experienced moving companies so you can compare pricing and services.
Keep in mind that an estimate is not always the same as a guaranteed final price. The amount you ultimately pay can be affected by changes to the services requested, additional work, the quantity of belongings being moved, and other circumstances that affect the move.
When requesting an estimate, provide the mover with a complete list of everything you plan to move. Include belongings stored in areas such as the basement, attic, garage, closets, and storage spaces.
Also tell the mover about conditions at the destination that could affect the work, such as stairs, elevators, limited parking, long carries, narrow entrances, or other access issues.
Always request your estimate in writing before moving day. It should clearly describe the services you have requested and any important terms relating to the move and protection of your belongings.
Keep a signed copy of the estimate for your records.
Do not select a moving company based only on the lowest price. Consider its reputation, equipment, experience, customer reviews, licensing, and complaint history as well.
During Your Move
Create an Inventory
A detailed inventory can be extremely useful if you later need to report missing or damaged belongings.
Before loading begins, review the items being documented by the moving company. Make sure the inventory is accurate, readable, and complete.
If you notice something incorrect, point it out before signing the document and make sure the correction is recorded properly. Keep a copy of the completed inventory for your records.
An inventory gives you a clear record of the belongings included in your shipment and can make it easier to support a claim if something goes missing or is damaged.
Review the Bill of Lading
The bill of lading is an important moving document and serves as the agreement between you and the moving company. It contains information about the services being provided, charges, responsibilities, and liability for your belongings.
Read the document carefully before signing it. Pay particular attention to the sections explaining what the mover is responsible for if your property is damaged or lost.
Do not sign the document until you understand its terms and agree with the information included. Make sure you receive and keep a copy for your records.
A professional mover should be willing to provide the required moving documentation and explain anything you do not understand.
Understand Your Mover’s Liability
The moving company’s liability for your belongings may not automatically cover their complete replacement value.
Different levels of protection may be available depending on the type of move and applicable regulations. Ask your mover to explain its liability limits and the protection options available before your move begins.
In situations where a specific released-value option applies, the applicable liability amount may be limited unless you select and pay for additional protection.
Because liability rules can vary depending on the type and location of your move, make sure you understand exactly what protection applies to your shipment.
Liability and Insurance Are Different
It is important to understand the difference between a mover’s liability and an insurance policy.
A mover’s liability describes the circumstances and limits under which the moving company may be responsible for your belongings. Insurance can provide another form of protection depending on the policy you purchase.
Consider speaking with your insurance professional if you are unsure whether your existing coverage is sufficient for your move.
A reputable moving company should explain its liability provisions and tell you about available options for additional protection when applicable.
Liability and Insurance Are Different
It is important to understand the difference between a mover’s liability and an insurance policy.
A mover’s liability describes the circumstances and limits under which the moving company may be responsible for your belongings. Insurance can provide another form of protection depending on the policy you purchase.
Consider speaking with your insurance professional if you are unsure whether your existing coverage is sufficient for your move.
A reputable moving company should explain its liability provisions and tell you about available options for additional protection when applicable.
Keep Valuable Personal Items With You
Do not place cash, jewelry, medication, important documents, financial records, or other irreplaceable valuables inside the moving truck.
Keep these items with you during the move whenever possible. Certain valuable or personal items may have limited or no coverage under the mover’s liability provisions.
Keeping them in your personal possession also gives you greater control over items that would be especially difficult to replace.
Understand Shipment Weight
For moves where charges are calculated using shipment weight and distance, it is important to understand how the weight of your belongings is determined.
The vehicle can be weighed before your belongings are loaded to establish its tare weight. The loaded vehicle can then be weighed again after your shipment has been placed inside.
The difference between the empty vehicle weight and loaded vehicle weight represents the weight of your shipment and may be used to calculate your moving charges.
Ask the mover to explain the weighing process and what documentation is available if you have questions about the shipment weight.
Be Prepared to Pay at Delivery
In many cases, payment is expected before your belongings are unloaded. Unless you have made another payment arrangement with the mover in writing, be prepared to make payment according to the terms of your moving agreement.
Your payment method and the amount due can depend on the estimate, final charges, and applicable regulations.
If the final amount is significantly higher than the written estimate, review your paperwork and ask the mover to explain the additional charges before making payment.
Keeping a copy of your written estimate and moving documents is important because they can help you understand what was originally agreed upon and how the final amount was calculated.
After the Move
Filing a Claim
If your belongings are damaged or missing, take action promptly.
A written claim should be submitted to the moving company within the applicable deadline. For the Illinois rules described in the original source material, claims must be submitted within 90 days of delivery.
Document the loss or damage carefully on the inventory or bill of lading and make sure the mover’s copy also contains the information. These notes can help establish what happened, although simply writing damage on the delivery paperwork does not itself constitute a formal claim.
Submit your claim separately in writing, either by letter or through the mover’s claim form. Clearly describe the damaged or missing property and include copies of relevant moving documents.
Send the claim to the mover’s appropriate office and keep copies of everything you submit.
What Happens After You File a Claim
Under the Illinois requirements described in the source material, movers must acknowledge written claims within 30 days and take action on them within 120 days.
If an item is damaged, keep it in its current condition so the mover has an opportunity to inspect it.
Do not repair, dispose of, or replace damaged property before speaking with the mover. Doing so could make it more difficult to evaluate or settle your claim.
Storage
If your belongings need to be placed into storage, you may be responsible for charges associated with moving them into and out of storage as well as the storage fees themselves.
Before agreeing to storage, ask the moving company how storage affects its responsibility for your belongings. Your mover’s liability may change once your property enters long-term or permanent storage.
For questions about applicable Illinois storage requirements, contact the Illinois Commerce Commission.
Storage facilities are subject to applicable regulations and licensing requirements. If you choose a self-storage or mini-warehouse facility, understand who controls access to the unit and how your belongings will be protected.
Avoid leaving household goods inside a moving trailer for an extended period because doing so can increase the risk of theft, weather exposure, or other damage.
Final Tips for a Safer Move
The best way to reduce moving problems is to plan ahead, research your mover, and keep your paperwork organized.
Choose a properly licensed moving company and verify its licensing information before hiring it.
Get a written and signed estimate and keep your copy.
Have your belongings prepared before the movers arrive.
Review the inventory carefully and make sure it accurately reflects your shipment.
Read the bill of lading and make sure you understand its terms before signing.
Ask the mover to explain its liability limits and the available options for protecting your belongings.
Be present when your shipment is delivered.
Inspect your property before signing the delivery paperwork and document any missing or damaged items.
Finally, remain flexible and prepared for unexpected circumstances. Good planning and clear communication can make the moving process easier and help protect you from avoidable problems.
Household Moving Information
This Consumer’s Guide is intended to provide helpful information for people planning a household move. It covers important considerations such as selecting a mover, understanding estimates and charges, protecting your belongings, handling delivery, filing claims, resolving disputes, and dealing with storage.
Thank you for taking the time to prepare for your move and understand your rights and responsibilities.
