The Van Line Problem: What Long-Haul Moving Companies Hide

A recent blowup featuring a popular TikTok’er and a certain long-haul moving company brought to light what we like to call “The Van Line Problem.” And while we aren’t in the business of dragging our competitors through the mud, you can, and should, watch the videos. 

After planning a move to Miami, Florida, from Utah, internet personality Bellamy James didn’t quite get what they bargained for. A “seven to ten business day” journey turned into a 46-day debacle that left them sleeping on an air mattress with a few changes of clothing to their name. Weeks of calls uncovered lost and then rediscovered belongings somewhere in Texas. 

When the driver arrived, late we might add, they were unprepared for the full-service move booked by James. The lone driver needed help from the customer and was out the door before the pack/unpack job was completed. 

James’ belongings were damaged, waterlogged, infested with ants, and, in some cases, repacked. Unfamiliar items showed up, candy (re: ants) was scattered throughout, and unhelpful customer service left one seriously unsatisfied customer. Add over 2 million views, and Pan American Moving had more than they bargained for on their hands.

What seems like a one-off bad experience is actually a broader systemic issue that plagues many long-haul moving companies. Yes, there are some long-haul van lines with good reputations; don’t get us wrong. 

However, James’ experience isn’t uncommon, with the USDOT handling thousands of complaints in the last few years alone. And while there are several causes, the negative reviews share similarities. 

Let’s get into the facts about what went wrong, what you should look for in a mover, and how to keep these issues from happening to you. 

How Van Lines Actually Work (Most People Don’t Know This)

If you’ve moved at any point, and you likely have, you’re probably familiar with a local mover. A crew shows up in a truck, loads your belongings, and delivers them to your nearby destination.

Easy peasy. 

Long-haul-only moving companies are a different breed. They’ve developed a business model that relies on consolidation. Closer to shipping than to moving, these operators load their trucks with several households’ worth of goods at once.

When the container is full, they head to your final destination, stopping along the way to unload other people’s stuff along the route. As a customer, they’ll give you a delivery window, often 7-21 business days, of when you can expect your goods to arrive. 

Most of the time, customers gloss over the “business days” part of the delivery spread and end up frustrated. In practice, this window stretches out to a month or more as long as things go off without a hitch. This means you could be waiting four weeks before all your belongings are back in your possession!

Assuming there’s no damage, you’re back in business in another week or so, depending on how long it takes to unpack.  

The Broker-to-Carrier Handoff

Many of the brands that you find on a long-haul moving company search aren’t actually what they seem. Plenty of sites are simply brokers who will book your move at the lowest possible price and then farm it out. 

They won’t tell you who’s actually doing your move, and your stuff can change hands without your knowledge. 

And when your stuff finally arrives, you’re not dealing with the same people you booked with in the first place. You could find yourself facing additional fees, cash-on-delivery demands, and cubic-footage disputes.

You’re required by law to pay based on your estimate (100% on a binding contract, 115% on a non-binding contract), and you could be without your stuff during a dispute. 

If you choose the wrong starting point for your move, you could end up getting burned.

The Specific Pitfalls That Hit Our TikToker and Thousands of Others Like Him

You’d be forgiven for not understanding how a moving company damaged your stuff before you got to this point. But if you watched the videos, you can see there are plenty of ways that things can go wrong. It’s a safe bet that James isn’t the only customer on that load who had a bad experience. 

Let’s dig even deeper into what went wrong with this move. 

The Long-Haul Moving Company Delivery Timeline

As we mentioned earlier, a 21-business-day move means four weeks and a day. James’ 46-day wait is extreme, but not uncommon with consolidated loads. Traffic delays, issues with other customers, and broker problems can all contribute to a longer-than-expected delivery spread. 

When booking your move with a long-haul moving company, you often don’t get a specific date. Federal guidelines require that movers contact you 24 hours in advance of delivery. However, we can all agree that that’s not a guarantee. 

Under these guidelines, movers are required to operate under the principle of reasonable dispatch. This means delivering your goods on time and communicating any delays ASAP. If you’re unable to receive your belongings within the delivery period, they can legally place your goods in storage near your destination. They will redeliver, but in the meantime, your stuff is out of your reach.

Water Damage and Pest Infestation

Consolidated loads are frequently stored between pickup and delivery to facilitate loading the truck. This could take days or weeks, during which your goods can sit in questionable storage facilities.

Extreme temperatures wreak havoc on sensitive electronics, and non-climate-controlled warehouses are commonly used in the industry. Loads are frequently stored close together and can be mixed up during loading and unloading. You could end up with someone else’s stuff. 

During storage, your stuff may be exposed to pests like rodents and insects, as well as water damage from poorly sealed facilities.

When your stuff arrives, check for pest activity and moisture damage right away. If something smells off, literally and figuratively, alert your carrier.

Damaged and Missing Items

During your move with a large van line carrier, multiple crews handle your belongings. If boxes are damaged during the process, they will be repackaged as needed without notifying you. 

Maximizing space on the trailer leads to inadequate packing materials and padding between loads. And while some will build walls between loads, that’s not always the case. If you’re lucky, your stuff arrives in the boxes you initially used, undamaged, with no extras along for the ride. 

One issue that comes up in Bellamy James’ video series is the loss of their goods in transit. Brokers will track shipments, but if your stuff changes hands enough times, it’s hard to keep tabs on where it is. Hence, lost in transit. 

Customer Service That Goes Nowhere

When shit hits the fan during your move, you call customer service. But when a broker is the number you call, they’re not the ones who own the truck. There’s only so much they can do when they aren’t the ones on your doorstep. 

Under federal law, movers have 30 days to acknowledge your claim and 120 days to resolve it. Even though they may comply with the law, you’re left holding the bag. Nothing like starting somewhere new without the contents of your home!

More and more, frustrated customers turn to social media as their primary channel for dispute resolution. Public shaming, rather than private mediation, hits a company’s bottom line immediately. 

2 million views go a long way to getting someone to the table to address your concerns.  

The Coverage Trap: Released Value vs. Full Value Protection

When a mover takes possession of your goods, they’re valuing your move based on weight. As strange as this may sound, it’s common practice in the industry and plays a role in how insurance coverage works. 

Before we get into the math, here’s a look at two different kinds of coverage. 

• Released value protection is the default and covers your stuff at 60 cents per pound, regardless of the goods’ actual value. 
• Full Value Protection (FVP) costs more but allows you to recover the value of your goods from the carrier in the event of damage. 

High-value items should be claimed separately so that you can insure them properly. In some cases, third-party coverage is necessary and can be purchased through an insurance carrier. 

What kind of coverage am I actually getting?

In reality, RVP on a 25-pound flat screen TV costing anywhere from $200 to $700 would be $15 in recovery. FVP requires the carrier to either repair, replace, or offer cash. To purchase FVP, you could be looking at up to $6 per pound of goods. 

When booking your move, make sure you ask exactly what kind of insurance you’re purchasing. Take a minute to make sure that what you sign for is what you need.

Red Flags to Watch for Before You Book a Long-Haul Moving Company

We’re used to most goods and services bookings being done with as little human interaction as possible. If you can order it online, it’s better, right? 

This is 100% not the case when it comes to booking any move, but especially a long-haul move.

Here are some things to look out for when hiring a moving company.

At the very least, you should expect to speak with an estimator on the phone. In many cases, you’ll have an on-site representative come to your home or business to provide an estimate. Many moving companies also use video estimates, where you tour your home via a provided link. 

No in-home or video estimate offered? That’s a red flag. 

Other red flags to watch out for include

• A “too-good-to-be-true estimate with a large deposit required
• No USDOT number or FMCSA registration on protectyourmove.gov
• Vague delivery window or no spread specified in writing
• Broker language buried in the contract
• No clear answer to “Will my belongings share a truck?

Check out our in-depth look at 15 Red Flags to Watch For [PDF].

What He Should Have Done Differently

Not every moving experience is as bad as the one in the TikTok videos. And even though long-haul movers might give you the lowest price estimate, the eventual cost could be astronomical. 

These are the things James should’ve done before and after hiring the company he chose:

• Asked for a binding estimate, not a non-binding or “not to exceed” quote
• Verified the carrier directly with FMCSA — not just the broker
• Asked specifically: what is the expected delivery spread, and is that in writing?
• Elected Full Value Protection and inventoried high-value items in writing before pickup
• Documented everything with photos and video before the truck left
• Known his claim rights under the FMCSA’s Your Rights and Responsibilities When You Move booklet (movers are required to provide it — most don’t discuss it)

How Little Guys Movers Does It Differently

After the nightmare Bellamy James experienced with his move to Miami, you’d be justified in thinking your only choice is to do it yourself. But for most of us, that’s not feasible or realistic. 

Little Guys Movers does things differently. Our founders built the company around the idea of doing right by others, and that’s how we still do it over 30 years later. 

When you book with us, you can rest assured that the same crew that rolls up on moving day will be with you for the long haul. We routinely move folks across the country without switching crews, and when you arrive at your destination, we aren’t far behind. 

Once we close the trailer at your origin point, it stays that way until we reach your destination. 

No Brokers

We don’t work with brokers. When you call your local Little Guys Movers, you’ll speak with a real person in the office to get the process started. You’ll get a phone estimate, but you’ll also receive a video link or have an on-site visit to determine your actual binding quote. 

The crew that carries out your move will have an experienced crew leader who makes sure everything goes to plan. They’ll walk you through the entire process on-site and answer any questions or make changes as needed.

Coverage

RVP is standard practice for the moving industry, and we offer that at no additional cost. We recommend Full Value Protection so that you can sleep easy on the road until you unpack at your destination. 

Because we don’t store, repack, or change crews, your stuff won’t be exposed to the elements or pests along the way.

Little Guys Movers specializes in taking care of our customers and ensuring they have the best possible experience. 

FAQ 

What is released value protection for a long-distance move? This is the most basic, no-cost liability coverage moving companies offer, paying a maximum of $0.60 per pound per article for damaged or lost items. Based on weight, not the actual value of the items. 

How long can a moving company legally take to deliver my belongings? Moving companies provide you with a Bill of Lading that details the delivery window or expected delivery date. They must deliver within the delivery spread, typically 3 to 21 days. 

What should I do if my moving company damaged my items? Document the damage with photos and videos, note on the delivery paperwork before the movers leave, and request an official claim form. You typically have 9 months to make a claim, but don’t wait.

Can I sue a moving company for late delivery? Yes, but that’s why most moving companies provide a spread of dates. Proving a breach of contract relies on fine print and is hard to establish. You must file a claim with your moving company seeking recompense. If it’s ignored, that’s the time to engage an attorney.

What’s the difference between a moving broker and a moving company? A moving broker is a middleman who books your move and then sells your job to a third-party moving company. A moving company or carrier owns its trucks and directly handles the labor.

How do I verify a moving company is legitimate? It’s easier than you think. Verify their credentials through public databases, check their physical address, and confirm their insurance status.

Little Guys Movers – Your Trusted Long-Haul Moving Company

Since 1992, we’ve moved tens of thousands of families and businesses across the United States. Our full-time crews are trained professionals who value superior customer service and aren’t afraid of a little hard work. 

Book your long-haul move with Little Guys Movers to discover how stress-free moving can actually be!