Interview with Elizabeth Leaman, Assistant Director at the Massachusetts Department Of Public Utilities

The Commonwealth of Massachusetts is located in the New England region, in the northeastern USA. It is bordered by Rhode Island, Connecticut, New York, Vermont and New Hampshire. Massachusetts is the 14th most populous and the 3rd most densely populated U.S. state. Massachusetts is divided into two separate metropolitan areas: Greater Boston in the east and the Springfield metropolitan area in the west. About two thirds of Massachusetts’ population lives in Greater Boston. Actually, with a more than six and a half million residents, an earlier survey on relocation claims Massachusetts to be one of the states with a high mobility rate. So, we asked the Department of Public Utilities, being the regulatory authority,  for some information and statistics regarding the moving companies in the state.

The Department of Public Utilities has established regulations that govern carriers that conduct Household Goods Moving Services within the Commonwealth of Massachusetts. See G.L. c. 159B, §§ 3, 6; see also 220 C.M.R. § 260.00 et seq.

Here is what Ms Elizabeth Leaman, Assistant Director at the Department of Public Utilities shares:

Elizabeth Leaman: The Department requires applicants to appear before a Department Hearing to describe the proposed service and to attest that they will abide by Department Regulations including those that pertain to tariffs and minimum amounts of insurance. Each carrier must submit a written tariff to be filed with the Department that sets its rates and charges for moving services. Carriers must also provide proof of a minimum of $10,000 cargo insurance. Once the criteria have been met by the carrier the Department will issue a Certificate of Compliance and a decal to be affixed to the carrier’s vehicle. Violations could result in a refund to the consumer or a suspension or revocation of the Certificate.

How many companies were registered for the year of 2011, and how many have received license for the year of 2012?

Elizabeth Leaman: In the year of 2011 there were 25 new Certificates of Compliance issued by the Department. In the year 2012 there have been 27 new Certificates of Compliance issued to House Hold Goods Movers. Please see the Department of Public Utilities Website at www.Mass.Gov\DPU for a complete town by town listing of all current authorized House Hold Goods movers in Massachusetts.

How many complaints against moving companies were received for the year of 2011, and how many complaints have been registered for the year of 2012?

Elizabeth Leaman: In the year of 2011 there were 27 consumer complaints related to House Hold Goods and Movers. For the year 2012 there have been 18 consumer complaints related to House Hold Goods and Movers.

What were the most common reasons for the claims?

Elizabeth Leaman: The most common complaint pertains to the final bill exceeding the initial estimate.

How many licenses were revoked for the year 2011, and how many licenses have been revoked for the year 2012? What were the reasons for the license revocation?

Elizabeth Leaman: There were 23 House Hold Goods Movers Certificates of Compliance revoked for 2011 and 1 revoked thus far for 2012. The reasons for revocation are typically for failing to provide insurance certificates or failure to apply for vehicle decals. A carrier can also be revoked for failure to apply or renew vehicle decals and failure to submit a tariff. The carrier could also have a complaint filed with the Department. If the complaint resulted in hearing and could not be resolved within the guidelines of the regulations they could have their certificate suspended or revoked. However, this has not happened as of late.

If you are moving locally in MA, do not forget to check the Department of Public Utilities website for moving tips and most importantly to confirm movers are licensed and insured. You can search for movers by area and you can look up complaint data.