Choosing the right mover

Questions to ask

• Ideally, choose a well-established company and avoid small ads. Make sure you have a reliable way to track down the company in case of problems.
• Make sure your mover has a license to operate heavy vehicles from the Commission des Transports du Québec. This is mandatory.
• Check with the Office de la protection du consommateur (consumer protection office) to see if any complaints or convictions have been filed against the company.
• Make sure the mover has a good damage insurance policy that includes civil liability coverage for at least $1 million. Write down the name of the insurance company and the policy number.
• Get quotes from two or three movers. Ask your friends and family if they can recommend any companies.

To avoid surprises when it comes to the cost of moving

• Get quotes from two or three movers to compare prices. Shop around as much as possible in advance.
• Provide details. The more specific you are, the more accurate the mover's estimate will be. (Specify the distance between the two apartments, the floors where the units are located, whether there is an elevator, whether you have any valuable, heavy or fragile items, etc.). During this pandemic, check to see if any COVID fees may be added to the bill.
• Ask questions. How many movers are needed, how big is the truck, how many hours do you estimate it will take (usually 1 hour per room). Check the company's policies.
• Require the company to provide a detailed written contract that includes all statements made. If the contract is concluded by telephone or online, the company must send you a written contract within 15 days of its conclusion.
• Find out about payment terms. Always pay the smallest amount possible if a deposit is required.

Moving day

• Make the payment on moving day. If the company tries to charge you more than what was agreed upon, you can refuse to pay the additional charges. You can also pay the total amount under protest. This means that you intend to dispute the amount paid. In this case, write “under protest” on the check or invoice. Please note that the mover is not entitled to withhold your belongings until full payment is made if they demand payment of additional costs that were not included in the contract.
• Ask for a detailed receipt with the name and address of the mover.
• Cross out the words “delivered in good condition” if they appear on a document to be signed and replace them with “subject to future inspection” if you do not have the opportunity to inspect the goods before the movers leave. If you find that any goods have been damaged, take photos.

Remedies in case of problems

• Try to negotiate with the mover.
• Send a formal notice. Summarize the problem and indicate the compensation you are seeking.
• File a claim with the Small Claims Court (or the Civil Division of the Superior Court of Quebec if you are claiming more than $15,000) if the formal notice is not answered.
• File a complaint with the Office de la protection du consommateur (consumer protection office).

For more information, contact us.