“You Know You are a Rogue Mover if…”

Our friends at Sterling Van Lines present…

“You Know You are a Rogue Mover if…”

1. You find yourself quoting customers in terms of cubic feet
2. You won’t guarantee anything in writing
3. Your price is 1/3 of REAL mover’s prices
4. You can’t name the tariff you use to quote with
5. You find yourself talking to your customer with your cigarette still in your mouth!
6. You find three times more stuff than your customer “told you over the phone”
7. You won’t let your customer witness the weighing of his goods
8. You demand cash at pick up!
9. Your credit card machine is “broken” or “down”
10. You don’t seem to know where your customers’ goods are!

All jokes aside, if you are moving this summer – please be aware of scam and rogue movers. We’ll have more helpful information on scam and rogue movers from Jay Clithero of Sterling Van Lines throughout the summer – subscribe to our RSS feed to stay up-to-date!

---

Sterling Van Lines, Inc. is a Los Angeles-based moving and storage company specializing in small moves. With over 50 years of combined moving experience, over 10,000 moves, and a reputation for quality in our industry, our goal is to customize our services to the needs of each customer — whether you’re moving your home or office, or just a few pieces, we’ll make your move worry free! Visit us at www.sterlingvanlines.com

---

How Movers Price Your Move Using A Cube Sheet

What is a Cube Sheet?

I wrote in an earlier entry about how taking inventory is the first and most important step to getting an accurate moving quote.  That inventory is typically taken using a “Cube Sheet“.  Nowadays more and more movers are using handheld inventory devices to take your inventory but it’s the same basic process and the same math is used to determine the cubic feet and the weight of your belongings.

The document that we’ve provided here has all the information you need to figure out exactly how much your stuff weighs. That weight will be used to determine the estimate given to you by the moving companies.  Exactly how it factors in to that estimate will depend on whether you’re moving interstate or intrastate and if it’s intrastate then also what state you live in and possibly where in that state. But at least you’ll know where you stand with regards to the weight. It can help you make sure you’re not being given an estimate that is too low (“low-ball”) or too high (“rip-off”).

How to use it

The Cube Sheet is a very simple document but it can be a bit time consuming to use as you’ll need to basically take an inventory of your entire house.  As I’ve mentioned in a previous blog article about completing an inventory of your household goods, it is essential that it’s done completely and accurately.

1.  Print the PDF version of a moving companies sample cube sheet.

2.  Walk through each room of your house and make a mark for article in the room in the number of pieces column on the sheet.

3.  Multiply the number of pieces you have by the cubic feet per piece.  Then just carry the numbers down to the column subtotals and add all the subtotals to get a Grand Total for all columns.

4. Multiply the Grand Total for Cubic Feet by a factor of 7 (this is the industry accepted weight of each cubic foot of household goods in number of pounds) and you’ll get your total your estimated total weight.

Optional: Instead of completing steps 3 & 4 by hand you can transfer your written inventory to the cells in this Excel version of the cube sheet found here which will do the math for you and sum up all of the totals.

NOTE:  Remember that this is only part of what goes into the final estimate but it is a very big part.  Additional factors include where the move will occur, the distance traveled, if the movers will have to walk a long way to the truck (“long-carry”) or if there are stairs or an elevator involved.  Additional insurance and other issues may also affect the end price.

How to Read a BBB Report – Part 2

This is part 2 of our series on how to read a BBB report.
To read part 1: How to Read a BBB Report – Part 1

What a complaint resolution really means:
Resolution of a complaint does not necessarily mean that the complaint was resolved. It only means that the company that received the complaint made an effort, no matter how slight, to resolve the complaint.

Let me explain. Let’s use the example from above. The company received several service issue complaints. Maybe a customer said that they were rude. For this to be resolved with the BBB, the company only has to acknowledge the complaint with the BBB and agree to work something out.

Now, if this customer does not respond back after a certain amount of time, the BBB automatically “resolves” this complaint. The customer may not even be happy… it doesn’t matter. In the eyes of the BBB, the complaint is resolved. Even if the customer doesn’t agree with the resolution the company proposed, after a certain amount of time, it too is resolved in the eyes of the BBB.

In both cases the customer may not feel that the case was resolved in any manner and still be ticked off. Doesn’t matter with the BBB; it is resolved.

Here are the actual definitions that one BBB uses for complaint resolution:

COMPLAINT CLOSURE TYPE DEFINITIONS

RESOLVED
Response from company addresses disputed issues. Consumer has verified (either orally or in writing) that the complaint has been settled to his/her satisfaction or consumer has not verified that the complaint has been settled, but has not contacted BBB again to indicate dissatisfaction or to request further assistance.

UNRESOLVED
Consumer indicates (either verbally or in writing) that the company’s response to the complaint does not settle the matter and the BBB believes that the company’s response does not adequately address all the issues or make a good faith effort to resolve the dispute.

ADMINISTRATIVELY CLOSED
The BBB determined the company made a good faith and reasonable effort to resolve the issues, although the complainant was not always satisfied with the outcome.

NO RESPONSE
Company failed to respond to BBB after receiving the complaint.

Look at the second half of the “resolved” definition and the definition of “administratively closed” to see further clarification on my points above. Unfortunately, just because the company has “resolved” all of its complaints does not necessarily mean that it made the customer happy.

Averaging out the complaints with the size of the moving company:
In my example above I pointed out that this moving company had 11 complaints filed against them within the last 12 months. That is a lot of complaints. But what if this company is a large company, with a large volume of business? You should look at the number of complaints that a company gets against the size of the company (if available) for a better figure.

For example, a moving company that does 5 moves a month and gets 10 complaints a year versus a moving company that does 100 moves a month and gets 10 complaints a year. Which would you rather hire? I would go with the latter.

Every moving company is going to get a complaint at one time or another. It is inevitable. But look at the size of the business versus the amount of complaints, and that will give you a better determination of the quality and performance of the company that you are researching.

In the case with the moving company above; yes they are a larger moving company, but the number of complaints against them is still above industry norms.

Using the BBB to validate the mover’s address:
To be an accredited company with the BBB, you must provide your company’s information, such as the owner, address, phone numbers, and the amount of time that you have been in business. This is all very important stuff when looking at the moving company you may hire. A non-accredited business can provide this information to the BBB as well. This information is usually verified by the BBB for accuracy.

In the case of a moving company; if you find a company on the internet and they give a different address than what is listed with the BBB, this should raise a red flag. This is also useful information to have as you can then drive by the company you’re thinking about hiring and see how their premises look and the neighborhood they are in.

You may find that the company is in a bad part of town and would not feel safe going there, or you drive by and see that the building is in disrepair. Having that address prior to hiring the company is very useful. Most BBBs also have the address linked to both Google and Yahoo maps.

Conclusion
I believe in the BBB in general. I think it is a great organization. But don’t believe everything they have to say. There are flaws with their system, and it is open to corruption and manipulation. However, it has a lot of useful information like the BBB report, which if read correctly, can give you the story behind a company. Of course you can always call the BBB to get more information, and I have found them to be very helpful.

Use the BBB and its reports, but avoid making any decision about any moving company without thoroughly reading their BBB report and consulting others information sources.

Like G.I. Joe would say, “Know before you go. Because knowing is half the battle.”

---

Jae Burnham is a guest blogger for One Simple Move and a moving company insider. After creating one of the most successful moving companies in Michigan he now dedicates his time to provide free information to help you Hire Professional and Reliable Moving Help and to Spot and Avoid Moving Company Scams.

---

How to read a BBB Report – Part 1

The Better Business Bureau, better known as the BBB, is a non-profit organization that operates as a third party overseer of businesses. The BBB is supposed to protect you, the consumer, from frauds and scams. While you should always look to the BBB as a source of information when researching moving companies, it should not be regarded as the be-all end-all of any decision.

The BBB is far from perfect and there are flaws in its reporting system. However, if you know about these flaws you can better arm yourself against fraudulent moving companies out there. Knowing how to read a BBB report is your first tool. The BBB report is full of useful information that you can utilize to better understand a company’s performance and quality of service.

So let’s take at look at the BBB report.

What the report grade really means:

The letter grade is the first thing that you see when you look at the BBB report. Unfortunately, this is where many people stop their research. The letter grade simply means that the company has fulfilled its obligations to the BBB’s specifications. As you will see, an “A” rating does not necessarily mean you are looking at a good moving company.

The difference between accredited and non-accredited businesses

One of BBB’s qualifications is whether a company is accredited or non-accredited. Being an accredited company means that the company has a paid membership with the BBB. A non-accredited company means that it does not.

The BBB is completely voluntary. A moving company can elect to be a member or not. No company can be forced by the BBB to follow its standards or guidelines. Even if a non-accredited moving company chooses not to be a member, it still may follow BBB standards and guidelines if it so chooses. However, to get a better grade with the BBB you must be a member.

Different types of complaints (and which ones you should be concerned with):

There are many kinds of complaints that one can file with the BBB about a company. They can range from a company not fulfilling its warranties or being rude, to breaking things or outright theft and fraud.

Here is an example of complaints that one moving company has gotten within the last 12 months (They have an “A-” rating… you be the judge.)

• Billing and Collection Issues
• Customer Service Issues
• Delivery Issues
• Guarantee and Warranty Issues
• Selling Practices
• Service Issues

This particular company has had 11 complaints in the last 12 months, 6 of which were “Customer Service” and “Service Issues”.

This means 6 people have objected to the way they had been treated by this company to the point where they felt it was necessary to complain to the BBB. That is significant. You should be aware of this. It does not look like this company treats its customers very well.

They only had 1 incident with “Selling Practices”. That could mean that this company sold this particular customer a little too hard, or it could mean that they fraudulently misrepresented themselves. The BBB does not tell us this, but based on the above complaints I would not be surprised if it was the latter.

Look at all the complaints together and then make a decision on whether this moving company is a good company or not.

Continue to Part 2: How to Read a BBB Report – Part 2

---

Jae Burnham is a guest blogger for One Simple Move and a moving company insider. After creating one of the most successful moving companies in Michigan he now dedicates his time to provide free information to help you Hire Professional and Reliable Moving Help and to Spot and Avoid Moving Company Scams.

---

Avoid Online Brokers

Online Brokers are companies that will find a moving company to service your move. Usually they’ll get your details over the phone or the internet, then let moving companies bid for your move. Online Brokers can be the start of a nightmare move, so always insist on talking to moving companies directly when shopping for a mover.

The issues boiled down:

1. Many times, online brokers will try to make you think they are a moving company to get your business.
2. Brokers sometimes charge “deposits” which are usually just extra fees.
3. Brokers might give you an estimate over the phone based on what you tell them you are moving. Phone estimates are usually red flags for scam/rogue movers.
4. Brokers do not have the incentive or responsibility to make sure your estimate is accurate, since they won’t be the ones moving your stuff.
5. Brokers do not have an incentive to make sure your move goes to the highest quality moving company.

Check out this Article from ABC News that explains some more dangers of using online brokers.

---

Note: One Simple Move is not an Internet Brokerage or Lead Generation website. One Simple Move allows users to contact moving companies directly and anonymously, pre-screens any moving company in our network, and does not charge moving companies “lead fees.”

---

How not to find a moving company: Lead Generation Websites

Finding a moving company is easy.  Just type in “moving companies” in any search engine and millions of websites will appear.  Unfortunately only a few of them will actually be moving companies.  Some will be brokers (I’ll discuss these in a future blog post) and many will be “Lead Generation” websites.

They typically rank among the top listings with most search engines when searching for moving companies and related keywords.  They collect information about you and your move and sell it to moving companies enlisted in their services as a customer lead.

They are the websites that claim you can “get moving quotes now” or “get free moving quotes”.  Truth is you never actually get moving quotes now from any website and that moving quotes are always free.  The problem is that they are not a good way to find a moving company and can make the process of finding a quality moving company and having a stress free move more difficult than it needs to be.

The good. These websites are nice because they are quick and easy.  You fill in a few fields and hit submit.  Then moving companies contact you.  You have to do little to no searching to find them and they do all the legwork in contacting you.

The bad. Spam, sales calls and questionable moving companies.  First of all, because you have to give up your privacy in the form of your contact information, these moving companies can just email or call you at their convenience.  Second, typically you don’t know what moving companies have been given your information.  This is pretty scary because you don’t know who has your contact information and you don’t know anything about the quality of the moving companies.  And because you don’t know who the moving companies are, you can’t research them until they call you and you give you their company name and if they don’t call you at all it was just a waste of time.

Another issue with classic lead generation websites is that occasionally illegally operating or “rogue” movers purchase leads through these sites and can cause absolute nightmare moves (see our series on moving scams & rogue movers).  However, these sites are successful for a reason and their general ease of use makes them an enticing option.

Below are some links to past experiences from one of the more popular lead generation websites.

http://www.movingscam.com/forum/viewtopic.php?p=58081

http://www.my3cents.com/showReview.cgi?id=33032

http://www.ripoffreport.com/reports/0/291/RipOff0291367.htm

www.movingscam.com/forum/viewtopic.php?t=280&postdays=0&postorder=asc&start=45

On the other hand, One Simple Move is different and is not a typical lead generation website.  But I’m not just trying to plug the site and I’m not going to say it’s better.  Ultimately, our users will decide that for us.

At One Simple Move you create an account and receive access to a directory of qualified, licensed moving companies that can service your needs.  You then research and contact movers and can contact them anonymously through our site until you feel comfortable giving up your contact information.

The good. You are empowered as a consumer with a list of licensed and qualified movers who you can now research and contact on your own time, at your speed and without giving up your privacy through our unique anonymous communication interface until you feel comfortable giving up your contact information.  You can also review your moving company post-move to help future users.

The bad. Well I guess the worst par is that you have to create an account and have to do the legwork of contacting the moving companies.  But we work with some of the best moving companies, inform you about the industry and make connecting with moving companies as easy as possible by giving you one place to track all of your contacts.

How to get an accurate moving quote – Step One: Taking Inventory

Although the internet has made instant gratification more the norm than the exception, there are still some things that require a little work to be done away from the computer in order to come to fruition.  Getting a moving quote is one of them.

For a moving company to provide you with even a ballpark figure of how much it will cost you, they need to know what they’ll be moving and how far. Telling them where you’re moving is easy, but telling them what they’ll be moving requires a little more work.

In most cases the moving company will require that they come to your home to take an inventory of the items to be moved.  In the industry this is widely referred to as a Survey.  A Survey is when an individual from the moving company (typically called an estimator) comes to your home to determine what the move will involve.  This service should be offered free of charge and if the moving company you’ve contacted states otherwise its probably best to call another.

The estimator creates a comprehensive record of the items to be moved including all furniture, appliances and estimated number of boxes.  They also make notes of any other issues that may affect the time it takes to load the truck such as what floor the residence is on, whether there are multiple floors within the residence or if a “long carry” is involved meaning that access to the moving truck from the house is further than a certain distance.

The inventory that is created from the Survey is then used to determine the weight of your belongings using a cube sheet.  A cube sheet is a fairly standardized sheet which assigns a number of cubic feet to each item to be moved  (cubic feet assigned to boxes are the the actual number of cubic feet of the box).  The final number of cubic feet is then multiplied by seven (accepted industry-wide as the average weight of a cubic foot of household goods) to establish a weight of your belongings.

The total weight is then used to determine your estimated cost.  Since the method of calculation and actual type of final estimate given varies depending of whether the move is interstate or intrastate and what state it takes place in the details of this final step are best left to a separate blog entry coming soon.

There are some important things to know about taking an accurate inventory of your household goods which will, in turn, help you get an accurate quote.

• Make sure that everything that needs to be moved is included in the inventory.  Don’t forget about closets, garages, basements, attics, outdoor storage sheds and the like.  Don’t try to hide anything because it will get you in the end.
• If you must take your own inventory or if you just want to so that you can get a ballpark quote online, don’t forget about your boxes.  Typically boxes account for 1/4 to 1/3 of the total weight of all your belongings.
• If you do take your own inventory it is easier if you use a sample cube sheet which can be found very easily online.