All the right moves

Eleven moves in a lifetime - that's the average number of times most of us pack up all our worldly belongings and experience a change that is considered right up there behind death and divorce on life's stress-o-meter. Furthermore, we tend to make most of those moves during a peak period that runs from May through September.

Yet hiring a mover is a transaction few of us think about until we're faced with a job change or other event that necessitates a change of address.

Has it been years since you last moved? You need to know about the complex set of rules that govern in-state and out-of-state moves.

And the rules have changed: The Interstate Commerce Commission, the watchdog agency for interstate moving companies, was dumped in a cost-saving move by Congress in 1995. The Washington State Utilities and Transportation Commission, which governs in-state movers, put some new teeth in the law here last year.

So where do you start if you want to make all the right moves?

If you are planning to use a professional mover, there's a word you should memorize before signing on the dotted line with any company: Negotiate!

With some companies, if you obtain an estimate and sign a contract for a moving date before the peak season starts, you may get a price break even if your move falls within the busy season.

As part of our latest Seattle Times Troubleshooter consumer-price survey, we found that some large interstate carriers give discounts if you sign up before their high season, or if you avoid moving during crunch time, or the first day of the month.

Some give discounts according to the weight of goods shipped, and for seniors.

Or you may get a discount because you're leaving an area that has more people moving in than out, and interstate carriers prefer to keep those big vans loaded with a paying customer's goods instead of running down the highway empty.

Here's another reason it can't hurt to ask for a price break: Under Washington state's law, companies performing moves within the state are specifically permitted to charge 15 percent above or 35 percent below the rates for transportation and services published by the Washington Utilities and Transportation Commission (WUTC).

If a mover's representative tells you there is no room for price negotiation, you have a right to be skeptical.

Agents can and do depart from "regular" prices; some even throw in extras, such as the free use of wardrobes to move clothing, or free storage for a brief time, to get your business. This is a highly competitive industry.

To find out how real people fare in this process, we recruited three consumers who actually are moving. With help from realtors, we found a Seattle family moving about 170 miles within Western Washington; a single woman moving out of state; and a Bellevue family moving three miles within King Couny. (More about the Bellevue family, and short-distance moving, tomorrow in Scene.) All participants selected the companies from which they got bids.

Christine and Eric Berger and their twin sons, Garrett and Tyler, are moving from Seattle to Vancouver, Wash.

Madelyne Barnett is moving about 600 miles from Seattle to Redding, Calif.

The Bergers obtained estimates from three moving companies; Barnett got estimates from four.

A few weeks ago, when the Bergers and Barnett were getting estimates, fuel surcharges were at 2 percent and 3 percent. However, higher gas prices have bumped them to 5 percent now, so their moves could be more expensive than the estimates, if their carriers chose to apply the new rate. Fuel surcharges are considered "permissive," which means the mover is not required to charge them.

Before our participating consumers called for estimates, we gave them information about the state and federal rules that govern movers of household goods.

We suggested they try to negotiate prices, and we told them agents should give them a copy of "Your Rights and Responsibilities When You Move." It's required by law.

We also pointed out that agents should discuss how they would be compensated should any of their household goods be lost or damaged.

Protecting your possessions

If consumers accept the free "basic coverage" offered by movers, they receive only 60 cents per pound per item for lost or damaged goods. That could mean if two small lamps were broken, you'd receive $1.20, no matter what their value.

"Added valuation protection," which is what additional coverage is called, varies from one mover to another. Some offer it at depreciated value, others at replacement value, and there may or may not be deductibles.

Most of those in the moving industry are quick to say this is not the same as insurance, but it sounds like the same concept. A couple of agents used the term "insurance" interchangeably with "added valuation protection."

When you're moving, keep your homeowner's insurance policy in effect, because it will cover any loss or damage while the move is in progress or your possessions are in storage, advises Karl Newman of the Washington Insurance Council. Then when you reach your new residence or rental, change your policy to apply to new circumstances.

Finding a company's record

One of the big complaints by consumer advocates is that there is no central database of complaints on interstate moves. Instead, since Congress put the ICC out of business, consumers don't know where to look for information or to find help when something goes wrong with a move.

State offices of the Federal Motor Carrier Safety Administration will accept complaints, but the bottom line is consumers may have to go to court.

Ron Ashby, chairman of a federal task force looking at this issue, who also heads a division in the motor carrier administration, explains the mission this way:

If your furniture is scratched or destroyed, you may have to go to court to recover damages, but the federal agency still wants to read your complaint. The feds are looking for situations where carriers are committing fraud, such as purposely low-balling estimates, then charging more, and/or holding goods "hostage" until the consumer pays whatever the mover demands. If the task force finds egregious acts, it will take action.

There is no cap on what movers may charge above estimates on interstate moves; there are caps on what carriers may charge on in-state moves in Washington. (See accompanying story on rules and consumer tips for more details.)

Wendy Weinberg, executive director of the National Association of Consumer Agency Administrators, a nonprofit group with members representing attorneys general, the Federal Trade Commission and other public agencies, believes there should be a national system to track complaints against moving companies.

Elderly consumers are most often scammed, Weinberg says. "Movers know they can get away with it because the elderly person probably won't move again."

Her anecdotal evidence suggests that consumers who receive the best treatment are those being moved by their employers who have contracts with moving companies.

The good news for Washington state residents is that they can check complaints against in-state movers with the Washington Utilities and Transportation Commission. Call 888-606-9566 or 800-562-6150.

Moving-industry representatives urge consumers to exercise diligence before signing a contract; check the local agent's credentials and those of the carrier van line.

All major movers offer tips booklets and suggested schedules of sorting, packing, etc. Be sure to get a copy and read it.

Another tip is to ask that a certified moving consultant come to your home because that person has special training and will be able to more accurately estimate costs.

The consultant/sales agent likely is a reflection of the entire company, notes Brad Fransen, who represents Continental Van Lines and Allied Van Lines. That agent is also the one to contact if there are damage claims after a move, he said.

Helen Foley, who represents Chipman Moving and Storage and United Van Lines, recommends that consumers point out any access problems and bulky articles they want packed and/or moved to get as accurate an estimate as possible, and eliminate any added charge surprises on moving day.

For interstate moves, the industry charges extra for stairs and elevators in apartments and condominiums and for "long carries." There also is a category called "additional transportation charges" that refers to extra fees for van drivers who have to travel through urban areas with heavy traffic.

If anything has changed between the time of your estimate and the actual moving date, the mover is required to give you a supplemental estimate to reflect the change in prices. That would include fuel surcharges.

Under both state and federal rules, you are entitled to see a copy of the moving companies' tariffs. Don't expect immediate satisfaction and don't be put off by a moving-company representative who says you don't need this information.

Here's what happened to us. Troubleshooter researcher Cheryl Morningstar made blind calls to four interstate carriers to ask for copies of their tariffs for a move between Seattle and Redding. She got the following responses:

-- "That's proprietary. We can't tell you that." (Not true.)

-- "You'll have to go to the public library." (The tariffs aren't there, a librarian told me after checking.)

-- "It's too complicated and you wouldn't understand it." (If movers want your business, it's their job to explain these details.)

-- "Gee, I've never had anyone ask for it. That's a strange request." (Most consumers don't know they're entitled to this information, so they don't ask.)

Of the four carriers called, only Atlas Van Lines actually mailed a tariff sheet to Morningstar. A gold star to Atlas for compliance!

Tomorrow: In Part 2 of "All the Right Moves," we look at short, local moves. Should you hire a professional mover for a three-mile move? Or should you rent a truck and utilize the old "beer and buddy" system with your friends doing a day's work? We compare some costs.

Shelby Gilje's Troubleshooter column appears Wednesday and Sunday in the Scene section of The Times. Got a consumer problem? Write to Times Troubleshooter, P.O. Box 70, Seattle, WA 98111. Phone, 206-464-2262, fax 206-382-8873, or e-mail, troubleshooter@seattletimes.com.

------------------------- Advice and rules for moving

In-state or intrastate moves:

-- Get estimates in writing after agents have seen household goods. Oral and / or phone estimates are prohibited by Washington law.

-- Estimates should include hourly charges for in-state moves under 35 miles; per-weight costs for moves over 35 miles.

-- Negotiate the price. Under state law, movers may charge 15 percent above or 35 percent below rates published by the Washington Utilities and Transportation Commission (WUTC) for transportation and services.

-- Ask to see a copy of the tariff or rates.

-- Purchase added valuation protection for possible loss and / or damage. Unless you do, the mover's liability is only 60 cents per pound per article. That means you'll be reimbursed 60 cents per pound for each lost, damaged or destroyed article, regardless of its value.

-- The agent must give you a copy of the "Rights and Responsibilities as a Moving Company Customer."

-- Call the Washington Utilities and Transportation Commission (WUTC) to verify that the moving company you choose is registered and licensed. Ask about its complaint history. Phone 888-606-9566 or 800-562-6150.

-- Also check on a company with the Better Business Bureau of Oregon and Western Washington, 206-431-2222.

-- For in-state moves, you can be required to pay 110 percent of the cost of the estimate before the mover unloads your goods. If the mover says you owe more, you can defer payment of the added sum for 30 days.

-- On short-distance / hourly rated moves in the state and under 35 miles, you cannot be required to pay more than 125 percent of the transportation charges estimated for your move.

-- On in-state moves over 35 miles, you cannot be required to pay more than 115 percent of the estimate.

Complaints

-- If you cannot resolve a claim about an in-state move with the carrier, file a written complaint with the WUTC, P.O. Box 47250, Olympia, WA 98504-7250, phone 360-664-1160; fax 360-586-1150; TTY 360-586-8203. Web site www.wutc.wa.gov.

-- Washington Movers Conference, a trade group, at 930 S. 336th St., Suite B, Federal Way, WA 98003, phone 253-838-1650, offers an informal dispute resolution service. Web site www.wmcmovers.com.

Out-of-state or interstate moves:

-- Don't accept a telephone or oral estimate. Insist on having an agent view your household goods and give a written estimate.

-- Ask to see a copy of the company's tariff or rates.

-- The agent must give you a copy of the "Rights and Responsibilities as a Moving Company Customer."

-- Added valuation protection for loss and damage is available at different prices. Unless you purchase it, the mover's liability is only 60 cents per pound per article, regardless of the value of items lost, damaged or destroyed.

-- Be prepared to pay 110 percent of the estimate at time of delivery. You have 30 days to pay any remaining charges, which are not capped.

Complaints

-- If you cannot resolve a claim about an interstate move, complain to the Washington State Attorney General, 900 Fourth Ave., Suite 2000, Seattle, WA 98164-1012. Phone 206-464-6684; outside Seattle, 800-551-4636; hearing-impaired, 800-276-9883. Web site www.wa.gov/ago.

-- Write the U.S. Department of Transportation, Federal Motor Carrier Safety Administration, Evergreen Plaza, Suite 501, 711 S. Capitol Way, Olympia, WA 98501; phone 360-753-9875. Web site www.fmcsa.dot.gov.

-- Contact the American Moving and Storage Association, 1611 Duke St., Alexandria, VA 22314-3482. Phone 703-683-7410; fax 703-683-7527. Administers a dispute settlement program for about 2,000 moving companies. If a complaint goes to arbitration, consumer and mover must each pay $150 toward fee charged by American Arbitration Association. Web site www.amconf.org.

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Christine and Eric Berger and their 10-month-old twin sons, Garrett and Tyler, and dog, Romy, are moving from Seattle to Vancouver, Wash., because of a job change for Eric.

The family is leaving a 1,500-square-foot house and going to a 2,000-square-foot house with family room.

Both sets of grandparents live in Southwest Washington - a bonus for Christine when she needs help with the busy twins. She packed some personal items such as pictures and special mementos, but because of the twins' age, the movers will do most of the packing. Her husband's new employer will pay for a portion of the move.

Christine Berger chose Chipman Moving & Storage because she felt the agent, Catherine Wilson, was the most thorough and gave the best service. She even checked prices with companies that disassemble and reassemble special exercise equipment, and located one for Berger.

Bids for Berber move from Seattle to Vancouver, Wash.

Agents Chipman Moving Hansen Brothers Western Van

& Storage & Storage.

-----------------------------------------------------------

Date of

estimate March 23 March 27 March 22 š ------------------------------------------------------------

Estimated Weight 7,400 pounds 8,000 pounds 7,400 - 8,000

of Household Goods

--------------------------------------------------------------

Miles Transported 167 167 164

----------------------------------------------------------------

Transportation

charge $1,376.40 $1,739.50 $1,553 .

---------------------------------------------------------------

Packing/materials charge $1,403.37 $713.47 $1,022

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Valuation Coverage $26,000 @$221 Not noted $16,000 @$112.

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Additional info Valuation Total includes Valuation purchased

purchased $899.15 for a depreciated value

at full labor and with no deductible;

replacement and storage packing fee includes

value, no exercise $120 for exercise

deductible equipment equipment dissamble-

packing fee to be handled reasemble.

includes by consumer.

$440 for

exercise

equipment

disassemble-

reasamble.

Total estimate $3,000,77 $3,352.12 $2,687 .

Research compiled by Cheryl Morningstar, The Seattle Times

The Seattle Times -------------------------------------------------------------

Madelyne Barnett is selling her one-bedroom, 750-square-foot condo in Seattle, but says she has enough furniture for a two-bedroom house.

She came to the Pacific Northwest 10 years ago from California to provide elder care for several family members. Now she's returning to live and work near her brother's family in Redding, Calif. Her furniture will be stored in Redding until she finds a place to live.

Barnett says she chose Wheaton World Wide because the agent, Doug Troyer of Pacific Movers, gave good information and customer service, and she was concerned the other companies might have underestimated the weight of her household goods.

Bids for Barnett move from Seattle to Redding, Calif.

Carrier: --------

Allied Van Lines Atlas Van Lines United Van Lines Wheaton World Wide.

Agent: -------

Continental Bekins Chipman Moving Pacific Movers.

Van Lines Northwest & Storage

------------------------------------------------------------------

Date

of estimate: Feb 9 Not noted Feb. 1 Not noted .

-------------------------------------------------------------------

Estimated:

Weight: 7,010 pounds 7,500 6,600 pounds 8,200 .

-------------------------------------------------------------------

Miles Transported: 602 594 594 594

--------------------------------------------------------------------

#Transportation Charge: $2,389.60 $2,435.09 $2,10.64 $2,321.47

--------------------------------------------------------------------

Valuation, full replacement value/no deductable:

$30,000 @$293 $30,000 @$256 $25,000 @$211 $30,000 @$250.

---------------------------------------------------------------------

## Discount: 58 percent 57 percent 60 percent 64.99 percentš ----------------------------------------------------------------------

Total Estimate: $2,682.60 $2,671.09 $2,401.64 $2,571.47

# Includes fuel surcharges, and charges for elevators, stairs and long carries. ## Discounts are applied based on wieght, off-peak season, senior citizen discounts, and other circumstances.

Research compiled by Cheryl Morningstar, The Seattle Times

-------------------------------------------------------------------

The Seattle Times

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Tips

Before you call for estimates:

-- Decide if you really want the old sofa, rugs, etc. Would it be better to sell or donate those items to a charity than to pay moving costs?

-- Ditto for clothing, tools, holiday decorations, garden or sports equipment you seldom use.

-- Sell appliances and light fixtures with the house to avoid moving them.

-- Weed out books, records and CDs.

-- Encourage children to weed out toys.

-- Use up fresh, frozen and canned foods in the weeks before your move.

-- Do your own packing; you could save one-third or more of moving costs. (However, the carrier may not be liable if goods you packed are damaged.)

Working with movers:

-- Get written estimates from at least three companies.

-- Carefully read estimate and bill of lading (contract) before signing.

-- If you want movers to pick up extra items from storage, be sure to tell the agent making the estimate.

-- Decide which added valuation protection to purchase. Otherwise the carrier's only liability is 60 cents per pound.

-- Videotape the movers loading and unloading household goods. Use a camera with a date function if possible. Keep track of your boxes, furniture and other items.

-- Upon arrival, if you have not had a chance to inspect all items, state that disclaimer when signing for delivery.

These items can't go in a moving van:

-- Most plants.

-- Aerosol cans such as hair spray, household cleaners, insecticides, etc.

-- Paints, bleach, cleaning fluids, butane tanks.

-- Lawn mower or power tools that have fuel in them.

Carry with you for safekeeping:

-- Insurance policies, legal documents, stamp collections, jewelry and other valuables.

-- Computer diskettes that can warp and become unreadable.

Notify:

-- The U.S. Postal Service, utilities, publications, doctors, banks, creditors, clubs, etc., of your change in address.

-- Home-security company, landscape service; other service providers.

-- Utilities in the new area when you expect to move in so services will be operating.

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What to do if things go wrong

In case your household goods arrive damaged or if some items are lost in a move, here's how to proceed:

-- Begin documenting the move on the day you get the estimate. Set up a file with the estimate, the bill of lading (the contract) and any other documents.

-- Ask the moving company's representatives for business cards.

-- Don't put this file on the truck! Carry it with you to the new location.

-- Be present to observe the loading and unloading of the van. If you can't be at one of the locations, enlist a witness to be your advocate. Videotape the loading and unloading with a camera that has a date function.

-- If you note damage as the truck is being unloaded, have the driver acknowledge it in writing at bottom of bill of lading where a box is headed, "damages noted."

-- A moving company does not have to release your household goods unless you've paid the bill.

-- Call the mover and ask for a claim form. A moving company won't respond until it has received your written claim with appropriate documentation.

-- Document in writing any phone conversations you have with moving-company representatives.

-- Claims about lost or damaged goods must be filed, in writing, within nine months of delivery.

-- Send claim by certified mail to carrier. Send copies to the appropriate regulatory agency.

-- In-state moving complaints should be sent to the Washington Utilities and Transportation Commission, P.O. Box 47250, Olympia, WA 98504-7250, phone 360-664-1160; fax 360-586-1150; TTY 360-586-8203. Web site: www.wutc.wa.gov.

-- Out-of-state moving complaints should be sent to the U.S. Department of Transportation, Federal Motor Carrier Safety Administration, Evergreen Plaza, Suite 501, 711 S. Capitol Way, Olympia, WA 98501; phone 360-753-9875. Web site: www.fmcsa.dot.gov.

-- The carrier has 10 working days after receiving a claim to pay it or refuse it. Or the mover may make a compromise offer within 120 calendar days.

-- If the claim cannot be resolved, the mover must inform the consumer in writing every 60 days why it cannot be resolved.

-- If you decide to file a case against the mover in court, you must do so within two years.

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