 PUCO wants you to
know your rights when hiring a moving company
COLUMBUS, OHIO (Feb. 27,
2014) – Moving can be
an exciting and yet stressful time. Understanding your rights as a consumer
when it comes to your move can help make your moving experience a successful
one.
In recognition of National Consumer Protection Week, March 2-8, 2014, the
Public Utilities Commission of Ohio (PUCO) would like to remind you that when
hiring a moving company, you have rights guaranteed by law and enforced by the
PUCO.
When planning a move and hiring a
moving company, you should know your rights regarding:
- Estimates
- Bill of lading
- Insurance coverage
- Claims
Estimates
When selecting a moving company, you
will want the company to tell you how much it will cost to move you. This is
called an estimate. The estimate must be in writing unless your move will cost
$500 or less or is scheduled within five days. You are encouraged to read all
of the provisions of your estimate carefully to know what services you are
getting for your money.
You should not assume that something
is included in the estimate if it is not written in the estimate.
Generally, a moving company has the
option of providing you with one of three kinds of estimates (clearly stated on
the estimate):
- Nonbinding:
the final cost of the move may exceed or be less than the amount contained
in the estimate.
- Binding:
the final cost must be the amount on the estimate.
- Guaranteed-not-to-exceed:
the final cost must be at or lower than the amount contained in the
estimate.
If your move is within five days or
costs $500 or less, the estimate may be verbal, rather than in writing and will
be one of the three kinds described above.
Bill
of Lading
A bill of lading will be issued at the
time the mover takes possession of your household goods. A bill of lading,
like a receipt, identifies who owns the household goods on the moving company's
truck.
All estimates must be attached to the
bill of lading while the shipment is en route. You may request an inventory of
your household goods when the moving company is loading them, but a moving
company may charge an additional fee for such service.
Lost
or Damaged Goods
All moving companies are responsible
for the value of the goods transported. As a result, companies must have cargo
insurance in an amount equal to the declared value of your shipment. Moving
companies have the option of providing you with one of three levels of
reimbursement for your lost or damaged household goods. Generally, the higher
the carrier cargo liability, the more the move will cost you. The three levels
of coverage are:
- Minimal
reimbursement: you are reimbursed 60 cents per pound for anything
lost or damaged during the move.
- Depreciated
value: you are reimbursed the current value of your goods that you declare
or $2.25 per pound, whichever is greater.
- Replacement
value: you are reimbursed up to the replacement value you declare for
anything lost or damaged.
There will be a statement on the
estimate that you will be required to initial, indicating which level of
coverage you choose. Some moving companies may offer only one reimbursement
option. However, if the mover offers the minimal coverage option, they must
also provide the option of replacement value reimbursement.
A moving company may also reserve the
right to repair any damaged items prior to replacing them regardless of the
level of coverage you selected, but this must be stated in your written
estimate.
If the moving company does not have
you select a reimbursement option, you are entitled to the full replacement value
for any lost or damaged item.
Claims
If you notice that any of your items
are damaged during the move, you should file a written claim for loss or damage
with your moving company. The moving company must provide you with at
least 60 days to file a claim, but may specify a longer timeframe in your
estimate or bill of lading. The company must acknowledge receipt of your
claim, in writing, within 15 days after they receive it. The company must then
offer you a settlement, in writing, within 30 days of receiving your claim.
If an attempt to resolve the dispute
with the moving company fails, call the PUCO at (800) 686-PUCO (7826) or file
a complaint online at www.PUCO.ohio.gov.
The PUCO will assist you in resolving your complaint with the moving company.
More
Information
Federal law requires that moving
companies provide customers with the following two publications prior to all
moves between states, known as interstate moves.
For additional information, please
visit http://www.protectyourmove.gov.
For more information on National Consumer Protection Week, please visit www.ncpw.gov.
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The Public Utilities Commission of Ohio (PUCO) is the sole agency charged with regulating public utility service. The role of the PUCO is to assure all residential, business and industrial consumers have access to adequate, safe and reliable utility services at fair prices while facilitating an environment that provides competitive choices. Consumers with utility-related questions or concerns can call the PUCO Call Center at (800) 686-PUCO (7826) and speak with a representative.
For additional information, contact: Jason Gilham | (614) 466-7750
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