BBB Investigation: Unlicensed movers leave customers with surprising costs

Moving is never an easy task. But choosing the right company to help in the process can make a big difference. Customers with Born 2 Move Movers, a San Antonio based company, were hoping to make their relocation easy. Instead, they claim the company’s business practices cost them hundreds of dollars.

Better Business Bureau serving Central, Coastal, Southwest Texas and the Permian Basin, has received 17 complaints against Born 2 Move Movers in the last three years. Complainants allege Born 2 Move Movers damaged furniture and personal items while loading them into their truck. Customers were told the company’s insurance would cover any damages. However, the business never gave customers documents to file an insurance claim.Born 2 Move Movers License

Customers also complain that the company arrived several hours late, asked for upfront payment during the move and found their items were damaged.

Tierra McCutcheon contracted Born 2 Move Movers in June. McCutcheon was moving from San Antonio to Fort Worth. She said the company arrived two and a half hours late. They also charged her $65 extra for moving her TVs and put a hole in the home she was leaving.

“I guess the mover lost balance and the dresser ran into the wall,” McCutcheon said. “I had to pay for it out of my own pocket because they wouldn’t get back to me.”

McCutcheon said the company also requested to be paid $200 upfront, something that was not discussed after she was quoted $1,200.

Dan Cavazos was looking for a moving company to haul his hot tub and antique jukebox to a vacation home in Helotes, Texas. He found Born 2 Move Movers online and decided to hire them after being quoted $300. Both items ended up being heavily damaged, costing him thousands of dollars.

“The jukebox had flipped over in the truck and the hot tub was ruined,” Cavazos said. “I tried calling the owner five or six times, but never got an answer. The jukebox is from 1948 and was appraised for $10,000. Everything was shattered, including records from the 1950s.”

BBB contacted the Texas Department of Motor Vehicles, who said Born 2 Move Movers had their license revoked in 2012 because of an enforcement action. TxDMV said the company has not responded to their numerous calls.

“The public should always use caution when searching for a moving company. Cheaper is not always better,” said a TxDMV investigator.

BBB contacted the owner of Born 2 Move Movers. He admitted the company was not licensed. However, he insisted they only load and unload goods from trucks their customers rent. BBB also visited Born 2 Move Movers’ physical address at 11933 Perin Beitel Road #701, but found another business at the location.

When looking for a trustworthy mover BBB offers the following advice:

  • Check with BBB.Check the company’s BBB Business Review for its rating, complaint history and other valuable information.
  • Search Truck Stop. For in-state moves, companies must be licensed with the Texas Department of Motor Vehicles. Consumers can search Truck Stop to find out if a company is licensed with the TxDMV. A registration number is provided to the moving company when it obtains its license. Ask any company you are considering for its registration number and check it in the database.
  • Check with the U.S. Department of Transportation.If moving to another state, check with S. DOT to view the company’s complaint history and safety record.
  • Don’t rely on a verbal agreement. Make sure any agreement between you and a mover is written into a contract. Once it is completed, review all documents before signing it.
  • Be sure your mover provides essential paperwork.Texas state law requires movers to provide consumers with the following:
    • A proposal containing a guaranteed price or a “not to exceed” estimate.
    • Written contracts before the move (detailing promised services, insurance coverage and price) and after the move (containing an itemized list of charges as well as the method used to calculate the charges.)
    • Standard liability of 60 cents per pound, per item and an option to purchase insurance over and above this minimum.
    • A brochure that outlines consumer rights under Texas law.