Bend man loses $6,000 to unlicensed Alaska movers

(Update: Comments from victim, BBB)

A Bend man reported losing $6,000 to an Alaska moving company that the Better Business Bureau says is unlicensed and operating illegally. But at least he’s getting his belongings, which were tied up for some time.

Daniel Pena told NewsChannel 21 Wednesday evening he and his wife used Ability Moving and Storage to move their belongings in early October. But the items were not moved at all.

Pena said the company asked if it could store the items, and Pena told them no, saying he wanted his things shipped as soon as possible, because he already paid in full.

He said he has found his family’s belongings, but it was not an easy process. The company told him it didn’t have any shipping crates and couldn’t ship anything from October to December.

“They were saying it was financial issues,” Pena said. “‘Sorry, we can’t ship your stuff right now, try back in three weeks.’ So they kept sending that email for three or four emails, and finally they just quit responding — and I had no idea where my stuff was.”

The only time the company did answer the family’s phone call is when it was not a number Pena had used before to try and reach them. Pena has family members in Anchorage who were able to track down some people at the business, get contact information and retrieve the items. But the family has not been refunded.

The Better Business Bureau has received multiple complaints from customers that Ability Moving had delivery and billing issues.

BBB Marketplace Director Stephen Mayer said customers should always do their research, check with the Better Business Bureau, get at least three estimates, know their rights, protect their possessions, and take valuables with them.

“The moving industry can be rife with this sort of thing, and we see this too often, so we are just trying to get the word out about movers and how to go about finding trust worthy movers and some of the steps you should take before you hire,” Mayer said. “We know moving is stressful enough as it is, and the last thing you need is to deal with an untrustworthy business that’s causing more problems.”

Mayer said any moving company that uses trucks to move items is also regulated by the Oregon Department of Transportation, and customers should also check in with them to make sure the company is licensed.

Pena said he researched Ability Moving last September on the bureau’s website and it had good accreditation and no bad reviews.

NewsChannel 21 tried to contact Ability Moving and Storage. One number continued to ring and another had a recording that stated the number was not available.

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Better Business Bureau news release:

Better Business Bureau Northwest + Pacific issued a warning Wednesday involving an Alaska-based moving company operating illegally across the Northwest. According to the U.S. Department of Transportation Federal Motor Carrier Safety Administration, Ability Moving is not licensed, putting its customers at risk.

Better Business Bureau revoked Ability Moving’s BBB Accreditation in February of this year after receiving complaints alleging delivery issues, problems with service and billing issues and reports they lacked federal authorization.

A Bend man reported losing about $6,000 when he hired the company to move his family from Alaska to Oregon. He claims Ability Moving withdrew more than the agreed upon amount of the service and has yet to deliver their belongings. This includes items for his and his wife’s businesses and their one-year-old son’s crib, stroller, clothes and toys.

The man’s belongings are being held by a third-party company that claims Ability Moving has not paid them and therefore they cannot release his possessions.

Ability Moving appealed the revocation, citing financial issues, but the BBB Appeal Committee voted to uphold the revocation.

Over the past year, BBB received more than 100 complaints against moving companies in the Northwest. To stay protected, BBB offers the following tips on preparing for a move.

Do your research. Note the length of time a company has been in business and read reviews from previous customers. All interstate movers must be registered as a household goods mover with the Federal Motor Carrier Safety Administration and be insured. You can search for their competency licensing here https://ai.fmcsa.dot.gov/hhg/search.asp.

Check with BBB. Look up Business Profiles for moving companies on bbb.org. The American Moving and Storage Association (AMSA) and Canadian Association of Movers (CAM) also identify movers that have pledged to uphold high standards of trust and to resolve complaints quickly. Many movers that are BBB Accredited Businesses are also AMSA ProMovers or CAM Members.

Get at least three estimates. Written in-home estimates help you make an informed decision. Show the mover everything that needs to be moved (don’t forget sheds and garages). Be wary of unusually high or low estimates. If someone says they can give you an estimate over the phone or by email, it’s possible they’re trying to scam you.

Know your rights. Interstate movers are required by law to provide you with specific information that explains the moving process, as well as your rights and responsibilities during and after the move. Ask for proof of licenses, insurance, etc.

Protect your possessions. Make sure that your mover provides full-value protection insurance for any lost or damaged possessions. Note that insurance is by the pound, so expensive items such as a flat-panel television may need additional replacement cost coverage in case they are damaged in transit.

Take your valuables with you. Cash, coins, jewelry, photographs and important papers should be taken with you or shipped separately using a shipping service with tracking numbers and insurance.

Ability Moving does have the ability to reapply for BBB Accreditation at a later date, should all of their complaints be resolved. For more tips on hiring a mover, visit bbb.org/move.