December 1997

Miles and Miles of Texas:
Moving Across the Lonestar State

This article was written by the Consumers Union Southwest Regional Office.

Van Line, Agent, Trucker?

Knowing Who You've Hired Makes a Difference

Mr. "Barclay" of Dallas asked Central Moving Systems, an agent for North American Van Lines of Texas, to provide an estimate for moving his household goods to Houston. While at his home, a Central representative told Mr. Barclay that he had a packing business "on the side" and could pack his items cheaper than Central Moving Systems. He left an estimate on North American Van Lines stationary for the consumer's review.

Mr. Barclay notified Central Moving Systems that he would accept the offer. The representative later contacted him and instructed him to have a cashiers check made out to the van driver when his goods arrived in Houston. When he questioned these instructions, the representative stated "this is how we handle it down here." Mr. Barclay informed the representative he wanted to purchase $20,000 in insurance for his possessions, and was told to add the cost to the cashiers check.

Uneasy with the representative's instructions, Mr. Barclay decided to talk with a manager at Central Moving Systems. The manager was unable to locate any paperwork for the move. According to Mr. Barclay, the representative and the driver were working together to defraud consumers and the moving company. The representative bid a move under North American's name, but used an unauthorized driver in an unmarked truck, and split the fee with the driver. Central fired this representative, but could not guarantee they could fit Mr. Barclay into their schedule.

When Mr. Barclay contacted Central again to ask about his move, the manager told him he would try to accommodate him but could not guarantee anything. "We all know that moving is one of the most stressful occurrences in one's life and I do not need or appreciate this added stress right now," Mr. Barclay wrote to North American Van Lines. According to Mr. Barclay's complaint file at TXDoT file, Central Moving Systems was ultimately able to move his items.