Consumer's Guide

If you are preparing to move from one home to another in Illinois, this guide can help you make informed decisions before, during, and after your move. It explains how to research and select a moving company, understand moving estimates and charges, protect your belongings, and handle problems involving damaged or missing property.

Choosing a moving company is an important decision. Moving companies are businesses, and their services and standards can vary. The best way to reduce the chance of problems is to work with a licensed professional mover and understand your own rights and responsibilities before the move begins.

Two of the most common sources of disputes are disagreements about the final moving charges and questions about responsibility for property that is lost or damaged.

An estimate is not necessarily the final amount you will pay. It is generally an approximation of the expected cost based on the services and belongings discussed with the mover. Your actual charges can change depending on the work performed, the amount of property moved, its weight, the distance traveled, the number of workers required, and the amount of time needed.

You should also understand the mover's liability for your belongings. Different levels of protection may be available, and the lowest rate may provide the least protection. Ask the mover to explain your options before signing the moving documents. If something is lost or damaged, make sure the problem is documented and submit a written claim promptly.

One of the most important steps is selecting a mover that is licensed by the Illinois Commerce Commission. Licensed professional movers are required to follow Illinois requirements relating to the handling, loading, transportation, and unloading of household property.

An unlicensed mover operates outside these requirements and may provide little or no protection if your belongings are damaged or lost. For your protection, Illinois law prohibits consumers from hiring an unlicensed mover.

Before choosing a company, ask for its license information and use that information to check its standing and complaint history with the appropriate authorities.

Take time to research the company before making your decision. Ask people you know, including friends, neighbors, coworkers, real estate professionals, or others who have recently moved, about their experiences.

It is also worthwhile to check whether complaints have been made against the mover. You can contact the Illinois Commerce Commission and the Better Business Bureau for additional information.

A company's reputation can tell you a great deal about the service you can expect.

Moving charges in Illinois can be calculated in different ways depending on the type and distance of the move.

For moves of less than 35 miles, or moves that take place entirely within Cook, DuPage, Kane, Kendall, Lake, McHenry, or Will counties, charges are generally based on the number of workers involved and the amount of time required for loading, transportation, and unloading.

For moves exceeding 35 miles and taking place outside those specified counties, charges are generally calculated according to the weight of the shipment and the distance traveled.

For local moves, remember that the lowest hourly rate does not automatically mean the lowest total cost. The final amount depends on both the number of workers and the actual time required.

In certain rate-exempt areas, the Illinois Commerce Commission may not regulate the amount a mover charges. However, the mover must still be properly licensed.

Movers' rates are published in tariffs filed with the Illinois Commerce Commission. Consumers can ask the moving company to provide the applicable tariff information and can contact the Commission to confirm that the tariff is on file and currently effective.

A licensed professional mover must provide a free written estimate of the probable cost of the move. It is a good idea to obtain estimates from several qualified and experienced movers before making a decision.

Remember that an estimate is not necessarily a final bid or guaranteed price. It is an expected cost based on the information you provide about the belongings and services involved.

Make sure your estimate includes everything you intend to move. This includes items located in areas such as the basement, attic, garage, storage areas, and other parts of the property. Tell the mover about conditions at the destination that could affect the job, such as stairs, elevators, restricted access, or other special circumstances.

Get the estimate in writing before moving day. It should clearly reflect the services you have requested, the number of employees expected, the vehicle requirements, and the mover's liability for loss or damage. Ask the mover to sign the estimate and keep your own copy.

Do not select a mover based only on the lowest estimated price. Consider the company's reputation, the condition of its equipment and vehicles, and its complaint history with the Illinois Commerce Commission, Better Business Bureau, or Attorney General.

An inventory can become extremely important if you later need to make a claim for missing or damaged belongings.

Before loading begins, you can ask the mover to prepare an inventory of your property and accompany the mover while it is completed. Review the inventory carefully. If something is inaccurate or you disagree with an entry, record your correction before signing.

Make sure the inventory is readable and complete, and confirm that any notes you make are also included on the mover's copy.

For hourly moves, you may be charged for the time required to prepare an inventory. Even so, having an accurate record can make it much easier to establish what happened if you later need to make a claim.

For weight and distance moves, the mover is required to provide an inventory without an additional charge.

The bill of lading is your contract with the moving company. It describes the services being provided, the way charges are calculated, the mover's responsibilities, and its liability for your property.

Read this document carefully before signing it. Pay particular attention to the section describing liability for loss or damage.

Do not sign the bill of lading until you understand and agree with its terms. The mover is required to issue one, so be cautious about hiring a company that refuses to provide it.

Keep a copy of the completed document for your records.

A moving company's liability may not automatically equal the full value of your belongings.

Under the rules described in this guide, movers are not responsible for the full value of your property unless you pay an additional amount for that level of protection. The standard liability amount is 60 cents per pound per article.

If you choose this level of released value, you must write the required wording, “60 cents per pound per article,” in your own handwriting on the bill of lading.

You may select a higher valuation for your belongings, but doing so can involve an additional charge. If you do not properly declare a value or release the shipment at the required level, the mover's liability can be limited to 60 cents per pound per article.

Carrier liability and insurance are different forms of protection. Before your move, consider speaking with your insurance agent to determine whether additional coverage is appropriate for your belongings.

A reputable mover should explain its responsibility for loss or damage and tell you what options are available if you want greater protection.

If you purchase insurance through the moving company, the mover's insurance company must provide an insurance policy before the move takes place.

Do not place jewelry, cash, important documents, medication, or other highly valuable personal items on the moving truck.

Keep these belongings with you during the move. The mover may not be responsible for these items.

For long-distance moves where charges are based on weight and distance, you have the right to understand how the shipment weight is determined.

Before your belongings are loaded, you may verify the vehicle's tare weight, which represents the weight of the vehicle and driver before your property is added. The driver should have documentation of this weight.

You may also witness the official weighing of the loaded vehicle.

Your shipment weight is determined by the difference between the loaded weight and the tare weight. That shipment weight is then used in calculating the applicable moving charges.

If you are unable to attend the original weighing and later question the result, you can request a re-weighing. If the original weight is found to be accurate, you may be responsible for the cost of the re-weighing.

Be present at the destination when the delivery is scheduled. If you are not available and the mover cannot complete the delivery, your belongings may have to be placed into storage, which can result in additional charges.

Before signing the delivery receipt, inspect your belongings carefully.

If anything is missing or damaged, record the problem in writing on the inventory or bill of lading. Be as specific as possible, and make sure the same notes appear on both your copy and the mover's copy.

If a container or box will not be unpacked immediately, inspect it with the mover for visible signs of damage.

Extra care is especially important for valuable belongings. If you packed your own boxes, the mover's responsibility for their contents may be limited when there is no visible damage to the outside of the carton.

Payment for your move is generally due before your belongings are unloaded. Unless you have made a different payment arrangement with the mover in writing, you should be prepared to pay by cash, money order, or cashier’s check for up to 110% of the written estimate.

If the final moving charges are more than 110% of the written estimate, the mover must allow you 30 days to pay the remaining balance. This is one important reason to obtain a written estimate and keep a copy for your records. Once you have paid the required 110%, the mover must unload and release your belongings, while any remaining amount must be paid within the applicable 30-day period.

If your belongings are lost or damaged, you must submit a written claim to the mover within 90 days of delivery. Clearly documenting any loss or damage on the inventory or bill of lading can make it easier to support your claim. Make sure these notes are also recorded on the mover’s copy of the documents.

Remember that writing damage or loss on the delivery paperwork does not by itself count as a formal claim. You must separately submit a written claim, either by letter or by using the mover’s claim form. Describe the problem in detail and include copies of the relevant inventory and bill of lading. Send the claim to the mover’s local office, or to its main office if there is no local office at your destination.

The mover must acknowledge a written claim within 30 days and take action on it, such as paying, settling, or denying the claim, within 120 days. Keep any damaged items until the mover has had an opportunity to inspect them. Avoid repairing or replacing damaged property before speaking with the mover, as doing so could affect your potential settlement.

If a disagreement develops over the cost of your move or damage or loss of your belongings, try to resolve the issue directly with the moving company first. If you cannot reach an acceptable agreement, you can request assistance through the Illinois Commerce Commission’s dispute resolution service.

The Commission may first attempt to settle the matter through mediation. If mediation does not resolve the dispute, you may have the option of proceeding to binding arbitration.

Taking part in this dispute resolution process is voluntary. It is intended to provide a fair, relatively quick, and affordable way to resolve moving disputes. The arbitration service fee is $25. If you choose binding arbitration, you agree to accept the arbitrator’s decision and give up the option of having the dispute decided by a court.

When your belongings are placed into storage, you may be responsible for several charges, including unloading the items when they enter storage, reloading them when they are removed, and the storage fees themselves.

Be aware that the mover’s liability for your belongings may change or end when your property is placed into long-term or permanent storage. For specific information about your situation, contact the Illinois Commerce Commission.

Warehouses are regulated and licensed by the Illinois Commerce Commission. Avoid placing your belongings in a mini-warehouse or self-storage facility unless you retain control of the key. Keeping household goods inside a moving trailer for more than a day or two is also generally not recommended because of the potential for theft or weather-related damage.

Planning ahead and staying organized can help prevent many common moving problems. Since moving companies can differ in their services and standards, take the time to research your mover and understand your responsibilities.

Choose a properly licensed mover and ask for its Illinois Commerce Commission license number. You can use that number to review the company’s complaint record.

Get a written and signed estimate and keep your copy in a safe place.

Have everything ready before the movers arrive so the move can proceed as efficiently as possible.

Take part in preparing the inventory and make sure it accurately reflects your belongings.

Read and understand the bill of lading before signing it.

Ask about liability and protection options so you understand what happens if your belongings are lost or damaged.

Be present when your belongings are delivered at the agreed-upon time.

Inspect your property before signing the delivery receipt and document any damage or missing items immediately.

Finally, remain prepared for unexpected changes. Being organized, informed, and flexible can make the moving process much easier.

This Consumer’s Guide is designed to help Illinois residents better understand the moving process and make informed decisions when hiring a household moving company.

Thank you for taking the time to prepare for your move and understand your rights and responsibilities.