Moving target: best mover, lowest price
Movers like to say that comparing
estimates is like comparing apples to apples -- but it doesn't always
work out that way. You did what you were supposed to do. You let
three sales reps from three companies traipse through your house,
eyeballing everything you have -- only to come up with three estimates
that aren't even close.
Here's what often goes wrong when
getting an estimate -- in no particular order of blame.
The customer gets it wrong
All too often the customer simply underestimates
what's going to be moved.
"You'll say to the customer, 'Is there
anything in the basement that needs to go?' " says Chris Noblit
of Avatar Moving Systems in Bohemia, N.Y. "The customer says
no. So you go in the basement and come out with 2,000 more pounds.
And she says 'Oh, I forgot the metal shelf and the Christmas decorations
and the ... ' "
It's a smart customer who has a sales rep go through
the house room by room, including the basement, garage and any other
storage areas, carefully making note of everything he or she sees.
Inexperienced sales reps often simply take a customer's word that
nothing in the basement is being moved. They probably will come
up with a low-ball estimate.
It doesn't matter who underestimates the load -- customer
or sales rep. The bottom line is it results in a big hassle and
increased expense for the customer.
An estimate includes how much furniture, clothing,
etc. is being moved; services the mover will provide, such as packing,
and accessorial charges for long carries, stairs, elevators, moving
a car, etc. Most movers will allow for a carry of 75 feet from truck
to door. Anything more than that is considered a long carry and
Shuttling can be costly
If the big moving van can't get to your old home
or new home because the street is too narrow or there are low-hanging
tree branches, a shuttle may be necessary. This means everything
has to be loaded onto a smaller truck temporarily. That will be
included in the estimate as well as "additional transportation
charges," which compensate the mover for services performed
in cities where labor rates are higher.
Also look for something called advanced charges. They
cover additional costs for having someone other than the mover dismantle
things such as pool tables or pianos.
"Advanced charges are very common," says
Jim Dalessandro of MoveSource based in St. Clair Shores, Mich. "There
are third-party companies that provide that type of service -- disconnect
a washer or dryer or gas stove, for instance. Some movers will do
that themselves, but we'll bring in someone qualified to do that
Dalessandro says customers also should check the estimates
to make sure they account for bulky items, such as a piano, that
require extra handling and may take up space on the truck volume-wise
vs. weight. With all of this to keep in mind, it's easy to see how
estimates can vary.
"When we walk through the house we have a table
of estimates called the cube sheet," says Avatar's Noblit.
"It lists about 150 items, everything imaginable. We put a
tick mark next to every item we see. The sheet then calculates the
total cubic footage so they know how much space it will take up
on the truck. If one mover comes up with an estimate of 1,000 cubic
feet, which is then multiplied by 7 for a total weight of 7,000
pounds, and another mover comes up with 1,500 for a total of 10,500
pounds, what's the problem? The big discrepancy is salesman No.
1 didn't put as many ticks on the cube sheet as salesman No. 2."
Worrying too much about price
That's why Noblit says customers shouldn't focus so much on the
price as on the quality of the estimate.
"The highest weight estimate the customer sees
is probably the most accurate," according to Noblit. "The
common wisdom in purchasing is throw out the high and the low estimates
and go with the middle -- not here."
Noblit advises customers to pick the agent they're
most comfortable with. Referrals, initial phone contact and meeting
the sales rep all need to be factored into the process. But referrals
can be tricky. Someone telling you Allied ... or United ... or Mayflower
did a great job may not be enough.
"People look in the phone book for a name they
trust. They don't understand each agent is independently owned and
operated. They see a nice ad in the yellow pages and say 'I know
that name.' It validates the fact that it's a big name," says
Noblit. "But your best bet could be a little mom-and-pop outfit
or a mega-agent. Do due diligence to find the good agents."
The binding estimate trap
Customers like binding estimates which they think will protect them
from higher charges being tacked on at the last minute when their
stuff is on the van and they're feeling like a hostage. But the
binding estimate only covers what's accounted for on the estimate
sheet, says George Bennett of the American
Moving and Storage Association headquartered in Alexandria,
"Say you're having a yard sale and you say, 'Give
me a binding estimate on everything except the stuff in the garage
because I'm going to sell it.' Well, for some reason you don't sell
it. Now, the driver pulls up and the homeowner says, 'I also have
this.' Someone has to come out and redo the estimate."
If the move costs more than is stated on the non-binding
estimate and the customer disputes the amount or can't afford to
pay the additional amount when the goods are delivered, there's
a bit of a reprieve. The customer has to pay the initial estimate
plus 10 percent of the additional cost upon delivery. The customer
then has 30 days to pay the remainder or argue. But remember, the
mover will have weight tickets to show the load was heavier than
expected or will have other documentation to prove there was a longer
carry than expected or a shuttle was needed, etc.
If a mover does give binding estimates, you may want
to ask for a "not to exceed" estimate.
"The smart customer," says Bennett of the
moving association, "will say, 'I'd like to have a binding
estimate and then I'd like to have the truck weighed and figure
that cost and get the lower of the two.' "
A good mover will do that automatically but it's best
Now that you have three estimates, what's next?
Go back to low bidders
According to Noblit, find the one with the highest weight and the
one with all the long-carry, accessory and extra charges, call the
others back and ask them to revise estimate to include the same
weight and charges. Then you'll be comparing apples to apples.
Now, says Noblit, everyone should be on a level playing
field -- the only difference will be the discount. This, he says,
is where quality comes into play.
"A 5 percent difference in a discount on a $10,000
move is $500. I'm not a big discounter," he says. "I'm
competitive, but when they're at 55 percent discount, I'm at 45
percent. You can shop 'til you drop. You'll find price, but you
may also find pain."
-- Posted: July 7, 2004