What to Do If You Have a Problem with the Movers

Dispute Settlement Program

Before moving your household goods, interstate movers are required to provide you with information regarding their dispute settlement program. Movers must offer a neutral dispute settlement program as a means of settling disputes that may arise concerning loss or damage to your household goods.

Loss or Damage to Goods

If your goods are damaged or missing at delivery, request a company claim form from the mover. Complete the claim form to the best of your ability. The mover will tell you where to mail the completed form. You must file a written claim with the mover within 9 months of delivery.

Your claim must be in writing but does not have to be submitted on a mover’s claim form. It is suggested that you send the claim information to the mover by certified mail. If you are not satisfied with the settlement offer made by the mover, you have the option of submitting a loss and damage claim with the mover’s dispute settlement program or to seek other legal remedies.

Applicable Transportation Charges

The charges that a mover assesses for its services must be contained in a published tariff, which must be made available to you upon request. If you feel that a mover has overcharged you, you can contact the Surface Transportation Board at 1-866-254-1792 to obtain further assistance.

Filing a Complaint

If everything else fails, for instance: you have not been able to receive a response from the mover, you may file a complaint with the FMCSA. FMCSA does not have the authority to resolve claims against a moving company. However, you may file a complaint against a mover by visiting http://nccdb.fmcsa.dot.gov or calling 1-888-DOT-SAFT (1-888-368-7238) Monday – Friday between the hours of 9:00 a.m. to 9:00 p.m. e.s.t. Your complaint may trigger a Federal enforcement investigation against the mover.