FREQUENTLY ASKED QUESTIONS
Consult your state moving association (that’s us!) or the American Moving and Storage Association for assistance. We know who the players are and can help you in your research. (For a list of other state moving associations, click here)
State law applies if you are moving within Illinois, and the Illinois Commerce Commission is the regulatory agency. Their website includes a list of all movers who are licensed and insured, and the site includes a complaint database: www.icc.illinois.gov
In Illinois, if you are putting goods in storage at a mover’s facility (and not into self-storage), a specific warehouse license from the Illinois Commerce Commission is also required.
Federal law applies if you are moving across the state line, and movers must have a specific household goods license for your interstate move. www.protectyourmove.gov includes valuable consumer information to help you choose wisely and a complaint database on all licensed and insured interstate movers.
The Better Business Bureau maintains a complaint database. Caution: Do not rely merely on the A, B, C, etc. “grade” shown on the BBB site. Scroll down on the page and look for the NUMBER of complaints shown.
How many complaints are too many? No matter what the salesperson tries to convince you, and regardless the number of moves they say they do in a year, if a company shows more than 3 or 4 complaints within a 3 year period, keep looking. You’ll easily find movers with zero complaints, and we can help you!
If you’re checking on a van line rather than a local agent of a van line, keep in mind that the complaint record will be skewed because that record is a composite of ALL their local agents throughout the country. So check on the local agent’s record instead. We can help you figure it out!
Flammable items (paint, paint thinner, nail polish remover, propane tanks, etc.), firearms, important papers, medicines, money, coin collections, jewelry, and similar items. The mover is not responsible for items like these (as it will state on the bill of lading). They should remain in your safekeeping and transported yourself in your car.
Some buildings will need a Certificate of Insurance (COI) so they know the mover will cover any damage to the property you are moving out of or into. Please speak to your property manager about this well ahead of time so everything will be in place on moving day.
If you choose to do some or all of your own packing in preparation for your move, boxes should be packed tightly with padding after items are inside to prevent shifting during transportation. You can use anything like packing paper, blankets, towls, or linens to pack these boxes tight. Be sure that the top of the box is firm and that you do not leave any empty space inside which would cause a box to crush.
When packing your dishes, the plates should be wrapped in paper and stood on end (not stacked flat) to minimize stress on the plates. Check out our video library for more packing tips.
Do not pack boxes too heavy! For example, books should be packed in smaller cartons so they can be moved without causing back strain for you or for the mover!
Most electronic items are best transported when packed safely in cartons. If you no longer have the original packaging (such as for your flat screen TV), the mover can offer suggestions for safe packing.
Most movers do offer packing service (not all do). In Illinois, packing must priced per carton (not by the hour) so the mover is not under pressure to hurry and thereby jeopardize the safety of your items.
Remember, if the mover packs the carton, then the mover is liable for any loss or damage during the move. If you pack your own cartons, then the mover is liable for loss or damage only if there is obvious damage to the carton (such as crushed corners).
Talk with your movers about wardrobe cartons.
Discuss this with your movers during the estimate. Not all dressers are strong enough to be moved with things packed inside; the mover can give you advice after looking at everything.
Many times lightweight soft items can be left in the dresser drawers; heavier items should be packed in boxes or suitcases or duffel bags. Be sure to remove heavier, loose items that could fall out or get broken during transport. ALWAYS REMOVE JEWELRY, MONEY, FIREARMS, PERSONAL ITEMS, AND HIGH VALUE ITEMS and carry those items yourself. The mover is not responsible for those types of items.
That is a service that can be discussed with your mover during the estimate. Some movers may be willing to do that for you others will prefer not to for liability reasons. Remember that on local moves time is money, so make sure everyone understands up front what service is to be provided.
That is a service that can be discussed with your mover during the estimate. Remember that on local moves time is money, so make sure everyone understands up front what service is to be provided.
To save time and ensure safe transport, it’s best that your household goods be packed in cartons. Plastic bags may work on things you’re transporting yourself, but cartons are easier to stack on a dolly and wheel out to the truck quickly, and they can be secured better once inside the truck to avoid shifting. Be sure the top of the carton is flat and taped securely.
The customer is expected to have walkways clear of all obstructions before the movers arrive to ensure safety for all concerned – and to save time and money on your move.
While your mover will make every effort to accommodate you, please remember that movers’ schedules fill up, especially during the peak moving season. If your mover is unable to accommodate your new date, contact our Association office for assistance in finding a new mover.
Your belongings will be protected before they leave the door on days when the weather is not cooperating. If severe weather conditions are forecast and the mover’s schedule allows it, you may be able to re-schedule your move if needed (but only if the mover’s schedule allows it.)
Absolutely. However, you might want to discuss this with your mover during the estimate to see how much (if any) this might save you in the long run. You may find that the savings are minimal compared to the time and gas money you spend doing it yourself!
Remember that time is money – if you intended to do your own packing but you are not ready when the movers arrive, the move will cost more.
Moving is a huge responsibility, and the move will go much better if you are there. Remember that the contract is with you, and only you are authorized to sign the bill of lading and make important decisions. If you must have someone stand in for you on move day, you’ll need to provide a power of attorney naming that person as your agent.
For liability reasons, the movers will ask that only their crew be involved in moving your household goods. If you want to have your kids be on site at either origin or destination to make sure nothing gets left behind, that’s ok. Remember that the contract is with you, and only you are authorized to sign the bill of lading and make important decisions.
For the safety and security of your pets, its best that they not be under foot while the move is happening. Crating, boarding with a friend or kennel, or put in a special room at your new home is best for all concerned.
The more information you can provide to the moving crew when they arrive for your move, the smoother and faster the move will go. A floor plan that coincides with room labels on the packed cartons is a great idea.
Gratuity is NOT required or expected (and certainly should never be requested!), but it is not uncommon for customers to tip their movers. If you choose to tip the crew members, the amount is entirely up to you. Similar to any other tips, the tip may be based upon the service you feel you received. Some customers base their tip off of how much work the packers and or movers have done for the day or multiple days.
Depending upon how long the move takes, some customers provide lunch and cold drinks (water or soft drinks), which is very much appreciated by the crew. If you go pick up lunch (pizza, sandwiches, etc.) and bring it to the job site (or have it delivered), it can usually speed up your move. You are not charged for the time spent during breaks or lunch, but the easier you make it the faster they can get the job done...and they appreciate your kindness!
Each move will be different. The size of your home or business will typically determine how long your move will take. There are many variables in this industry including long walks, elevators, packing, closing schedules for home sales. Please schedule an in-home estimate so that your mover may look at all these variables with an experienced eye and give you an accurate estimate.
Travel time is the time it takes the mover to get to and from your old and new home. Travel time applies only to local moves, and the mover must disclose the travel time charges on your estimate in advance. The travel time is included in the mover’s tariff.
No. While experienced professionals can come very close, the estimate is not a binding price. The law for moves within Illinois says actual charges will be based on the time and number of crew on local moves, or the actual weight (for which you will be provided a certified weight ticket) and distance.
If the mover estimated too high, you only pay the actual charges. If the estimate was too low, on move day the mover must release your goods when you pay the estimated cost plus 10%. You’ll still be responsible for the balance within 30 days.
In Illinois, binding estimates are prohibited. For some interstate moves (crossing state lines) or in some other states (not Illinois) a binding quote may legally be provided. Be aware, however, that if any of the circumstances about the move change (dates, you add more items or additional services), then the quote is no longer binding.
Illinois state law requires that movers charge according to their tariffs that are filed with the Illinois Commerce Commission. Discounts or guaranteed prices are not allowed except in very specific limited geographic areas.
Moves within the State of Illinois can be priced by the hour if both the origin and destination of the move are within 35 miles of each other OR are entirely within the area that includes Cook, DuPage, Kane, Kendall, Lake, McHenry, and Will counties. Within Illinois, moves that don’t meet that criteria must be priced by weight and distance of the move. If you’re moving across the state line, moves are priced by weight except short distances in very specific, limited geographic areas. The mover's tariff determines the rate you will be charged. In Illinois, your mover must file rates with the Illinois Commerce Commission, so there can be no "let's make a deal" for your move.
Be cautious! Review sites on the internet can be helpful, too, but remember you don’t know who’s really planting all those rave reviews. Free review sites don’t check a mover’s credentials; and far too often unlicensed, uninsured, and unscrupulous bandits get a free pass.
An in-person estimate is ALWAYS best. The moving consultant will be able to give you a much more accurate estimate after SEEING all the items you’ll be moving in your home (including stairways, elevators, driveway access, basement, attic, tool shed, etc.), and asking you questions about the destination. The purpose of an estimate is to let you know how much you’ll be expected to pay on move day and to help the mover plan for adequate crew and equipment. The better you let the mover do his job on the estimate, the better prepared everyone will be!
An in-home estimate also gives you the chance to meet a representative of the company you’re considering. Is this person professional? (On time, organized, knowledgeable?) Interviewing the moving consultant can give you a good idea about the company’s hiring practices and professionalism. Would you trust this person with all your possessions?
Be careful about filling out one of those search forms on the internet. Those are broker sites, and you’ll be flooded with hundreds of calls from all over the place. Slick promises on the phone or internet are no substitute for an in-home estimate.
30 days out (or more, if you can) should give you time to do your homework on the movers and arrange for several movers to visit your home to provide a written estimate. The earlier you contact your mover the better prepared you will be and the better your selection of movers will be. Good movers’ schedules fill up quickly!
Please contact the mover and ask for the claims department. The mover will make arrangements for someone to come and inspect the damage and settle your claim accordingly.
Please contact the mover and ask for the claims department. You will be sent a claim form to fill out and return to the mover. Please note that your claim will be processed based solely upon the valuation selection that you declared and signed for on your bill of lading.
For moves within Illinois, you have 90 days from delivery to file a claim. For moves across the state line, you have 9 months from delivery to file a claim. These timelines and the claims procedures are outlined in the law. The mover must follow the regulations when settling your claim.