Hiring a mover

In 2015, the Ministry of Public and Business Service Delivery received 294 complaints about moving companies – and many more likely didn’t get reported.

Keep yourself and your belongings protected – use these tips and avoid hiring a bad moving company.

Do your research

Moving companies are not licensed by the province, but doing some research can help you find a reliable mover. Consider:

• asking friends, family or coworkers for recommendations
• dealing with a local business – it will make reference checks easier and you can have the movers come over to actually see what needs to be moved, which helps to give you an accurate estimate

Once you have a few moving companies in mind, remember to:

• search the Consumer Beware List for any complaints and charges against the moving company
• check for alerts or complaints made through the Better Business Bureau

Get an estimate

Before signing a contract with a mover, get at least 3 written estimates from different companies and be clear about what you want them to include. For example, will the moving company:

• provide packing services as well as move your belongings?
• move only items that you have packed yourself?

Consider asking what happens if there are unforeseen circumstances, such as if the mover’s vehicle breaks down or if there is a traffic jam.

What to include in the contract

When you hire a mover, you have rights under Ontario’s Consumer Protection Act. Consumer contracts for moving services must:

• be in writing if they are worth more than $50
• clearly show the terms of your agreement with the business

All consumer contracts for moving services must include:

• the mover’s name, address and contact information
• a description of the service(s) and an itemized list of prices
• the total amount that you will have to pay
• start and end dates for the service
• the terms of payment

You can also include:

• the estimate
  • by law, the mover cannot charge you more than 10% above the estimate in your contract unless you need additional supplies or services and agree to an increase

• the name of the mover’s insurance provider and their policy number
• who is responsible for any damage or loss
• the number of staff, the estimated number of hours and the size of the vehicle(s) that will be needed
• any licences or customs documents that may be needed to cross a border

If you have a contract with a moving company that has misrepresented their product or service, you can withdraw from the contract within one year.

How and where you sign – it matters

There are more rules for moving contracts but they depend on how and where you negotiated and entered into your contract.

Below are some of these rules. Keep in mind that, in some cases, a consumer contract can fall into more than one of these categories so different rules can apply. Contact us if you are not sure which category applies to your contract.

In person and in your home

If you negotiate or enter into a contract in person and in your home, it is a direct agreement under the Consumer Protection Act and you have the right to a “cooling-off period” of 10 days, which:

• means you can cancel the contract without any reason within those 10 days
• starts after you get a copy of your written contract
• still applies if your move happens within these 10 days but will need to reasonably compensate the company for any services they already provided

If you don’t get a copy of your contract with the basic information required under the Consumer Protection Act, you can cancel the agreement within one year.

Online

If you enter a contract online, it is an Internet agreement, under the Consumer Protection Act and the company must:

• give you the chance to accept, decline or make corrections to the contract before accepting it – if they don’t, you can cancel the agreement up to seven days after you receive a copy of it
• give you a written copy of the contract (e.g. by email) within 15 days after accepting the agreement

If you don’t get a copy of your contract with the basic information required under the Consumer Protection Act, you can cancel the agreement within 30 days.

Over the phone

If you enter a contract by phone or by mail, it is a remote agreement under the Consumer Protection Act and the company must:

• give you the chance to accept, decline or make corrections to the contract before accepting it – if they don’t, you can cancel the agreement up to seven days after you receive a copy of it

• give you a written copy of the contract (e.g. by email or mail)

If you don’t get a copy of your contract with the basic information required under the Consumer Protection Act you can cancel the agreement within one year.

On moving day

On the day of your move there are a few steps you can take to make sure things go smoothly:

• Be ready for when the movers arrive.
• Move valuable items (e.g., jewellery, artwork) and personal documents yourself.
• Supervise the pickup and delivery of your items.
• Make a note of any missing or damaged items before the movers leave.

Items cannot be held for extra payment

In 2015, we received 12 complaints and inquiries about goods being held for extra payment. An example of this would be if a company packs all of your belongings and then tells you that you need to pay them extra money – above and beyond what was agreed upon – to finish the job.

That’s an unfair practice and offence under the Consumer Protection Act – a mover cannot hold your items or furnishings to pressure you into renegotiating the terms of your contract.

If you do pay the extra fee because you feel you have no choice, write on the invoice that you “paid under protest.” Keep a copy of the invoice and follow up with the company, call the police or contact us.

How to file a complaint

If you have a dispute with a moving company, make sure to keep copies of all the documents that support your complaint.

Inform the business of your complaint by letter, email, or a phone call explaining the issue. We recommend writing to the business before you file a complaint with us.

If you advise the business of your complaint by phone, make sure to note the date and details of the conversation. Keep a copy for your records.

If you cannot resolve the issue with the company, file a complaint with us online. If you require an alternate format to file a complaint, please contact us directly.