Law will protect consumers during their household moves
Moving is one of the most stressful situations a family can face. The move may mean new jobs, new schools and tight finances. Unfortunately, unscrupulous moving companies target families during this vulnerable period, making a stressful situation even worse.
As the attorney general for Arizona and as an East Valley lawmaker, we have both heard horror stories from consumers of hidden charges, misrepresentations about damage insurance, and low-ball, manipulative estimates.
Worst of all are the reports of “hostage loads.” Hostage loads occur when a moving company packs a consumer’s goods onto its truck for an agreed-upon price, but then demands a much higher amount — sometimes thousands of dollars — from the consumer before unloading the items. This demand leaves consumers with an impossible decision: Pay hundreds or thousands of dollars more than expected, or lose all of their possessions.
Think about that… children’s toys, work clothes, cooking utensils, photo albums, beds, medications. Everything you own locked in a truck, and there is little you can do except yield to the demand of an exploitative moving company.
And that’s because, until recently, Arizona law lacked the proper and necessary protections for consumers during intrastate moves. The police couldn’t do much, the Legislature wasn’t yet aware of the problem and the attorney general’s power to help consumers was very limited. In the few situations where the attorney general could step in and help, it was often too late.
Many consumers would simply pay the “ransom” to make the problem go away. Sadly, bad actors in the moving industry were exploiting a gap in consumer-protection laws and were abusing their control over their customers’ possessions. We found this practice to be outrageous. So we did something about it. In January, we drafted House Bill 2145 and worked with consumers and leaders in the moving company industry to take aim at this growing problem. The rest of the Arizona Legislature agreed that this was an important issue, and the bill was unanimously approved in both the House and Senate.
The new law went into effect on Aug. 9, and creates a more appropriate balance of power between a moving company and a consumer. It cracks down on unethical moving companies and protects Arizona consumers by providing them with more rights. Moving companies will now be required to fully disclose all fees, charges and insurance before loading the truck. Most importantly, movers cannot refuse to unload goods unless, upon delivery, the consumer refuses to pay the upfront, agreed upon estimate.
The bottom line is this: Under the new law, if you sign a contract for an agreed upon amount before any moving services begin, the mover must deliver and unload your goods as long as you pay that amount.
However, consumers still need to be responsible when transacting for a move. Start your moving research early and get multiple estimates. Be as accurate as you can on the scope and amount of goods being moved, ask about all charges and additional fees, and make sure you get everything in writing. And don’t forget to ask for a copy of your signed contract before the moving company begins its services.
And if you find yourself in a situation where a moving company is refusing to unload your goods until you pay more than what you agreed to in the contract? First, call the police. Then, file a consumer complaint with the Arizona Attorney General’s Office.
We’re proud that hard-working consumers will have additional protections during a household move. We hope this new law will alleviate some of the stress that Arizona families face during this demanding time.
Mark Brnovich is the attorney general of Arizona. Jeff Weninger represents Arizona Legislative District 17 and chairs the House Commerce Committee. Email them at azag.gov/contact-us and jweninger@azleg.gov; on Twitter, @GeneralBrnovich; @JeffWeninger.