My Experience: Moving Scam / Bait & Switch Movers - Direct Movers Inc. Pikesville, MD - Updated 9/17

The story: We hired a moving company to move the furniture in a small, 1-bedroom apartment in Maryland to Louisiana. A contract was agreed to in advance--$1000 for the move, including labor, wrapping, insurance, and so forth(all detailed on the contract), for 2000lbs of stuff. Over 2000lbs, we had to pay an additional 50c/lb. A 5% "fuel surcharge" would be added to this final total. We put down a $200 deposit, equal to 20% of our costs. Like most people moving out of state, we arranged for the movers to be there early in the morning and arranged for us to take the last flight out in the evening.

Fast forward ahead to the day of the move. Instead of the movers showing up at 8am, they show up at noon. No problem, we budgeted quite a bit of extra time. The problems start when the movers come in and say to us (just looking at the boxes in the apartment) that we have well in excess of 2000lbs, we will have to renegotiate our moving contract because we have exceeded the weight, and so now our move will cost us $2000 instead of $1000. My wife, already annoyed that these guys were 4 hours late, says essentially, "Fine, whatever, just start moving the stuff." (It seems that the moving company we negotiated the initial contract with hired these guys as subcontractors.) So they get the stuff in the truck, give us an itemized bill for the new expenses (which includes itemizations for labor, wrapping, etc., all of the things that are clearly included on the original contract), and left. (They already had our credit card number.)

Our stuff is currently in transit. At this point, ~1450 has been put on our credit card--$200 a month and a half ago and $1250 a couple of days ago. When the stuff gets delivered, we have to pay the remaining bit in either cash or a cashier's check. (We cannot pay with a CC at the end. My guess is that the people who drive the stuff down are a different set of subcontractors and these people are either illegals, not reporting their income to the government, or wanting to make sure that they at least have some cash in the event that the unsatisfied customer does a charge back on the first half.)

My primary question is whether or not any of you have been in a similar situation, and, if so, what did you do to resolve it? My family is full of lawyers and all of the various legal options have been laid out. I am not looking for legal advice as much as I am looking for other stories similar to mine and what was done (if anything) to prevent yourself from getting completely screwed by, or even profiting from, an obvious bait and switch.

Thanks in advance!

===MY QUICK SUMMARY BELOW, INCLUDING LINKS TO REVIEWS ON YELP AND THE BBB PAGE===

3/31: Sign contract with interstate moving company (Direct Movers, Pikesville, MD).
5/6: Movers arrive, demand additional money up front. Movers claim OP has more stuff than was reported in the contract. OP agrees to pay additional money but is promised a weight certificate and a refund if the weight is not over the amount in the original contract.
5/12: Movers arrive at destination. No weight certificate. Demand full payment to release items. OP calls and emails to home office are ignored.
5/13: Emails and calls are ignored. OP gets creative, contacts movers under an alias--gets immediate reply.
5/14: OP concludes he was ripped off and files a dispute with the credit card company.
5/17: OP files a complaint with the Maryland BBB.
5/19: Letter sent by registered mail from OP's attorney to DirectMovers.
6/1: Schwab Bank sends OP a letter saying they will not issue a chargeback/refund.
6/1: OP calls Schwab. Schwab tells OP they will not institute a chargeback/refund because OP should have asked for the an official measurement in advance. OP says that doesn't make sense. Schwab then calls DirectMovers. DirectMovers tells Schwab they don't possess any certificate or have any means for justify the charges. Schwab tells OP that there is nothing they can do and cannot issue a chargeback/refund.
6/17: Certified mail letter to DirectMovers gets returned--they refused to sign for it.
6/18: Schwab credits OP $1040, the full amount of the unjustified charges.
8/5: DirectMovers responds to BBB and CC complaint. CC charges OP $1040.
8/23: 3rd letter sent to Schwab via certified mail. (Received on 8/26)
9/15: Schwab Bank sends OP a letter saying they will not issue a chargeback/refund.

DirectMovers on Yelp:
(1) http://www.yelp.com/biz/direct-movers-inc-pikesville
(2) http://www.yelp.com/filtered_reviews/JzUHBl8xDnL8ckCtFlVY6A?fsid=2lQOVPFQevd2Z6WGvouNzg
(3) http://www.yelp.com/biz/direct-movers-inc-pikesville-2
(4) http://www.yelp.com/filtered_reviews/sFck5zzzViQE4kWri9MnVg?fsid=ouVnYC_k1L8ulU2I9xYvVg

DirectMovers on BBB:
http://www.bbb.org/greater-maryland/business-reviews/moving-services-labor-and-materials/direct-movers-in-pikesville-md-90101915

Do you have scale receipts to prove their vs your weight estimates?

I'd get enough evidence together to prove your case and charge back whatever you can. You won't be able to sue, they've probably already closed up shop and are operating under a new name in a new city.

Next time, rent a truck, and do it yourself. I did it once, and found that it's much easier than I thought. All I have to do is buy some box, tape ... and pick up some day labor. They do the rest. All I have to do is keep watching so they don't steal anything, and drive the truck.

I've been through a few moves. Here's what I've learned.

1. Any halfway decent moving company should do a packout survey where they send someone (someone in a suit from the moving co.'s office, not a laborer) to asses how much you have, discuss any special concerns, such as with artwork, high value electronics, etc. That's also the time to discuss how much it will cost. Never on the day of the move. You can also discuss how many laborers will be sent to your house, and what time they will arrive. Also get a phone number for someone responsible at the office in case there are problems on the day of moving.

2. Schedule your move a day or two before you need to fly out .. not hours before. Yes, you'll have to pay for a hotel or stay at a friend's for the last couple days. But as you've learned, a few hours of lead time is not enough.

3. The day prior to moving, pack anything you plan to carry or physically bring with you (or too valuable) and place it out of reach of the movers. I mean REALLY out of reach: either in a locked room, or in a closet duct-taped shut. Nothing like realizing your wallet or credit cards are packed in some moving carton when you're about to drive off.

4. Ask the company to limit the number of laborers they send. Sending 12 people may be fast but you want competence.

5. On the day of the move YOU be in charge. This doesn't mean micromanaging. But determine who is in charge of the crew, who will be writing up the packing slips. Direct them as to which room to pack first, then second. Walk the house with them and point out any fragine items, items that disassemble in a special way, etc. before they actually start to work.

6. If you're the one who will be cleaning up after the move, then set aside one bathroom for the movers and let them know where it is on arrival. Lock the other bathrooms.

7. The best place to stay during the packing itself is around the person writing up the packing slips. Don't let them list things as "packed by owner" (this absolves them of any responsibility). If you packed something yourself, open up the box and explain what it is, then have the list it by name.

8. NEVER be cowed into signing a blank form or something you don't understand. I'm amazed what some crews have tried to get past me, even from legitimate companies. Just don't. If your wife is being asked to sign something, have her say that you need to sign it. Do the same yourself - have your wife check over all the paperwork before you sign off on it. Moving is a stressful day, it is easy to sign off on some seemingly inconsequental form that will matter big later on.

9. There's mixed opinion on giving tips to the laborers. I don't tip. But I do give them food. Lay out donuts and coffee in the morning. Some soft drinks or bottled water in the afternoon. I don't make a big deal this, just point to the table where it's at and tell the crew that what's there is for them. They all appreciate it, and it keeps them alert and happy through the day.

10. Relax. Moving is always tough, but each subsequent move you make gets easier.

baseball bat

Use one of the big companies. They will be a little pricier, but you don't have to deal with this. Four moves with the big companies and (knock on wood), nothing broken, nothing missing, and no games. We have used Mayflower, Bekins, and Allied

All of the contracts these big companies use are binding, meaning they can't change the price.

Since you would have the initial estimate where everything is listed no mover could play the games because any furniture and/or boxes would show up on the estimate.

Never go with the cheapest on 4 things: Hookers, doctors, lawyers, and movers.

There is also a website with info on nearly all moving companies in the US. The person who started the site was also a victim of a moving scam. (Scroll down the site to see all the states):

http://www.movingscam.com/forum/viewtopic.php?t=8038

This person is a member of the local police department. There will be at least one lawyer here as well. My concern is not suing these people (that can be done), but rather that they will show up with the truck full of our things and demand something like $1500 to bring them inside (or even allow us to reclaim them). It always strikes me as shady when people have been taking credit card payments all along and then demand cash/bank check. I figured that a local police officer would prevent this sort of thing from happening. Obviously he is not going to settle contract disputes, but I imagine people would be less likely to pull crap like that if a uniformed officer was present.

At this point, I'm planning to do a charge back as soon as my stuff arrives. Depending on the condition of our stuff upon arrival (if it arrives at all), I'm ready to sue the company I did business with. Again, my intent is not to screw over these people--I intend to honor our original contract. However, I want to make sure that I am prepared when they arrive.

Not at all. This stuff happens all of the time around here. On/Off-duty police officers are hired to provide security for private parties, restaurants, and so forth. This would be no different.

My advice is beat the movers when they arrive, preferably with the police officer and lawyer present.

I would ask for a scale receipt, *or* insist on going to a scale station with them and doing a weigh right then and there -- you may want to offer to pay any applicable scale fees.

Beyond that, if they refuse, I'm not too certain of your options. :-/

-mike

We were in the same situation as rzyzzy. Given how far we were moving, doing two trips would not have been feasible and the cost alone of moving ourselves (truck, gas, hotel, etc.) would have been at least $2000. On top of that, my wife and I are not big people and it would have been rather time consuming to load/unload the truck. Anyway, but this is why there are moving companies. We could have done it ourselves, but if the company and people are honest, then they provide a service to us that we are happy to pay for.

My plan is to have a lawyer here when they arrive. As long as they have some sort of official government weigh station document and can demonstrate that the only stuff in the truck when they weighed it was our stuff, then there shouldn't be any problems. My guess is that they won't have such a document. I imagine they will come, demand close to $1000 in cash (when they should be receiving $200 or $600 on the "adjusted" amount--ie the scam amount). I will say that I need to go to the bank to get more money and I will tell them to start unloading the stuff in front of the house. I'll leave, call the police, and return with the police. I really hope it does not come to this, but I imagine it will.

I'll keep everyone posted. If you have further ideas, I'd appreciate hearing them. Thanks again.

kantscholar said: I'll leave, call the police, and return with the police. I really hope it does not come to this, but I imagine it will.

I'll keep everyone posted. If you have further ideas, I'd appreciate hearing them. Thanks again.

your lawyer friend would make sure you are ok, and IANAL, but just make sure you aren't violating any laws by illegally "intimidating" them or anything like that.

We're a family of lawyers. That will be no intimidation. I imagine what we'll do is call the police if we run into any problems. Again, I'm happy to honor our end of the contract, especially if we have gone over our weight limit. It's just unfortunate that people can't operate honestly.

kantscholar said: When the stuff gets delivered, we have to pay the remaining bit in either cash or a cashier's checkAfter everything is out of the truck and in your house, just say "Sorry, guys" and close the door

I just moved from Pittsburgh to Las Vegas last year. I sold all of my large items, sent a few items that were small and pricey or couldn't be replaced UPS, and sent a couple of other items on a pallet with a freight company.

As it turns out, the house I ended up buying most of the old furniture wouldn't have worked in, and the money I would have spent on movers, U-Haul or one of those dumpsters you pack yourself paid for all of my new furniture. I bought stuff that was on sale, lower end but decent and still came out ahead.

Best part of all, I didn't put up with this crap!

We had a binding contract. It is signed. I have a copy of it. The only place where price fluctuation could occur would be if we exceeded 2000lbs. Then the guy showed up and decided he wanted to change the contract, after collecting our security deposit for the initial contract.

I'm thinking that my best bet will be to pay the guys when they arrive (assuming that it is, at most, $600--what it would be under the "revised contract") and then just take it up with the credit card company. My concern is that the people will pull up with the truck and they'll demand $1500, citing some other BS. That's when things get... interesting.

Dishdude: If it was 100% up to me, I would have kept only about 1/10th of the stuff that is being trucked down. And that 1/10th is worth nowhere near $1000.

If you had a binding contract, why did you (or your wife) sign anything that would alter the binding contract (thus making the binding contract void)???

I have had the same thing happen to me before--the estimator came out and gave me a binding estimate, the packer (a subcontractor) came out, packed everything, and asked me to sign an addendum to my binding estimate. I said no and called the main office. I was even told by the main office that I did not need to sign anything else. The packer was mad, but boohoo. In the end the move went smoothly and I paid what we originally agreed upon. I think what happened to you is pretty typical, dishonest, but typical. My sister had her stuff held hostage until she paid the random amount her "movers" demanded when they arrived at the destination.

On another move note, I hope you took out the full value insurance--the standard insurance is complete garbage and will only pay you pennies per pound of damaged goods.

Did the company that you originally contracted with tell you that they were going to be using subcontractors that weren't part of their company?

kantscholar said: mikef07 said: First these guys will not unload one thing until they receive payment if they expect more. If you say you have to go to the bank they will wait and not unload a thing until you return with payment. Having a cop there might help, but I have no clue what you signed or did not sign. All these guys are going to say to the cop is "Our boss told us not to unload until we have a check for $xxx. Until we have the check for $xxx we can't/won't do anything."

That is why binding contracts are so important.

We had a binding contract. It is signed. I have a copy of it. The only place where price fluctuation could occur would be if we exceeded 2000lbs. Then the guy showed up and decided he wanted to change the contract, after collecting our security deposit for the initial contract.

I'm thinking that my best bet will be to pay the guys when they arrive (assuming that it is, at most, $600--what it would be under the "revised contract") and then just take it up with the credit card company. My concern is that the people will pull up with the truck and they'll demand $1500, citing some other BS. That's when things get... interesting.

Dishdude: If it was 100% up to me, I would have kept only about 1/10th of the stuff that is being trucked down. And that 1/10th is worth nowhere near $1000.

That is the difference. We had a binding contract each time that the weight did not matter. We paid for the estimated weight and any difference over and they ate the difference. Any under and we got it back. Of course we never got anything back, but we have never paid one penny more than the estimate. They estimated our weight in our last move to be 14,000 lbs. We can all figure out that there is no way we had exactly 14,000 lbs, but if it was over they eat the cost, not us. That is the type of binding contract you are looking for.

Good luck. I hope they don't screw you too bad.

I don't have much experience with movers, but I would suggest trying to resolve it before move-in day. I've recently learned the hard way that it is much more difficult to get your way once the other guy already has your money. Credit cards give you some protection, but there is no guarantee that the movers won't fight and stop the credit card charge-back. Try to get a weight from the moving company as soon as possible, and that you expect to see the receipts on move-in day. Say to the moving company that if it is less then 2k lbs. then the original contract stands. Like mikef07 said, they probably won't unload a box until the financial matter is settled especially since they want cash.

similar thing happened to me on a move a few years ago. guy shows up with his crew, starts loading and then tells me it's going to be another $1k. i told him to unload his truck and told him to get the fark off my property. he spent the next 20 minutes on the phone and i talk to that guy and told him the same thing. they agreed to stick to the original price. the laborers had to load, unload and reload the same boxes.
they have to get it weighed and will have weight station paperwork to justify any additional charges.

UKOK said:   There is also a website with info on nearly all moving companies in the US. The person who started the site was also a victim of a moving scam. (Scroll down the site to see all the states):

http://www.movingscam.com/forum/viewtopic.php?t=8038

Sorry, but that website is a scam itself. They remove and ban anyone who doesn't tow their line. They push the big movers.