The 7 Half
Truths
That Some Moving & Storage
Sales Representatives
Tell
CAVEAT EMPTOR
By Christopher Noblit
Time to vent, and I must preface this writing by apologizing to all of
you professional cod/private transfer interstate household goods sales representatives
out there; you have all heard these tales and battle this nonsense every
day.
Perhaps the problem is regional; it seems that in our market area (metropolitan
New York - specifically Long Island, NY) the sales competition is at times
underhanded, and at worst downright dishonest. Low estimates, unrealistic
promises and untrue claims are common. These practices by parasitic companies
and sales representatives pull the standards of the industry down and make
it more difficult for quality oriented firms to operate ethically and successfully.
In fact, several of the high quality moving firms in metropolitan New York
have simply given up trying to compete in the COD/private
transfer household goods market. These firms are marketing their services
solely to the corporations. This is indeed unfortunate as the industry needs
these companies to help raise our standards.
I should mention that it is also the moving and storage consumer who bears
much of the blame; it seems many want to believe the fairy tales and think
the happy thoughts that the lowest bid is the best price and that the unrealistic
promises will be kept. It isn't and they won't.
So, that said, here are the 7 half truths that interstate COD/private transfer
household goods moving sales people tell John and Jane Q. Public...
- "Don't worry, the driver will pad
wrap that (substitute one: painting, glass top, marble top, grandfather
clock, mattress, etc...)"
"We'll pad wrap it"...I love this one!
Count on this happening: The vanline driver won't load the item(s) because
they aren't properly packed for transit and the van operator doesn't want
to assume the liability that comes with accepting an improperly packed item
into his or her care and custody. Believe this: if an item is sensitive
or fragile it needs to be properly packaged, and this will be money
well spent.
- "This price includes insurance!"
Uh, huh.
Is this customer oriented moving consultant referring to the $0.60 per pound,
per article carrier's liability for loss or damage that is automatically
included in an interstate moving estimate? If so, you may be in for a rude
awakening at claims settlement time ($.60 times your cherished 2 pound Waterford
vase equals $1.20). Please make sure you purchase additional "Carrier's
Liability For Loss or Damage.
- "Don't worry, the most you have
to pay is the estimate, plus 10%"
True indeed, for a non-binding interstate moving
estimate the most you are required to pay UPON DELIVERY
is the estimate, plus 10%...
BUT...
THE FINE PRINT (that you didn't read) SAYS
that you "...are obligated to pay the balance of the total charges
within 30 days...". So guess what; big bad bill be visitin' you at
your new address (if the Tariff charges exceed the estimate by more than
10%.
- "Don't worry, this is the most you
have to pay! This is a binding estimate!"
Oh happy thought! And true indeed;
BUT...
THE PRICE IS BINDING ONLY FOR THE SERVICES LISTED ON THE FACE OF THE ESTIMATE
AND FOR MOVING THE ARTICLES LISTED ON THE TABLE OF MEASUREMENTS (known as
the "cube sheet" in moving & storage parlance). And you thought
you were going to make out 'cause the salesrep forgot (?) to include that
oak master bedroom set! Believe this; the driver will pay close attention
to reconciling what you show him or her to be moved and what the sales representative
has listed on the Table of Measurements document.
- "We won't charge you for that (choose
one: flight carry, elevator, long carry, piano handling charge, extra pickup,
extra delivery, etc...)"
When you hear this, guess what has happened...
The salesperson has just reached his or her hand into the driver's pocket
and removed money that wasn't theirs. These accessorial charges are paid
100% to the van lines' driver as compensation for the extra time/labor required
to complete pickup or delivery of your goods. The driver may not be so cooperative
when it comes time to live up to this promise, a promise that he or she
didn't have the opportunity to approve. And in any event, do you really
want an disgruntled driver handling every last thing that you own and cherish?
Is this worth the $60.00?
- "Don't worry, this estimate is on
the high side!"
Common wisdom in the business world: get three
(3) estimates and throw out the high and low estimates.
Reality in the moving business: believe the high estimate. The discounts
are all about the same and most major movers use the same Tariff...do the
math.
- "We'll bring you into storage on
an local hourly charge basis (local agent authority paper) and then move
you out of local storage on interstate weight basis (van line paper)...this
will save you money!"
It is true that local hourly based charges into
storage are cheaper than weight basis Storage-In-Transit (S.I.T.) charges,
BUT...
If a claim occurs you will be faced with finger pointing between the van
line (under whose interstate authority the final interstate move was performed)
and the local agent (under whose local intrastate authority the shipment
was moved into storage on). It's called "split liability" and
while you probably don't understand it, it can make settling a claim an
absolute nightmare. Guess who loses?
So there they are; the 7 half truths that interstate moving sales people
tell.
1) My advice is to get everything in writing...
2) Stop believing the fairy tales...
3) And understand that you are about to entrust everything you own and everything
you cherish to complete strangers during one of the most stressful times
of your life. Please take the time to make a careful, informed and thoughtful
decision.
Good luck.
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