What to Do If You Have Problems with Movers or Suspect Moving Fraud

Moving is inherently stressful. All the packing, sorting and discarding, disruptions, and extra work can take a toll on the average human.

The movers should be the least of your concerns. You expect them to show up on time, do the work they’ve agreed to do, and deliver your belongings to the new location intact.

But what if they don’t?

Whether you’re dealing with lost items, unexpected fees, or outright scams, knowing how to handle these issues is crucial. This guide offers clear guidelines to protect your belongings, recognize fraud, and resolve disputes.

What Is Moving Fraud?

Moving fraud happens when dishonest movers exploit customers, often during an already stressful moving process.

This could include holding your belongings hostage, inflating quotes after loading, or refusing to deliver your items until they receive additional payments. It’s not as uncommon as you might think, and the Federal Motor Carrier Safety Administration (FMCSA) regularly handles such cases.

Some red flags of moving fraud include:

• Unrealistically low estimates: A company offers a “too-good-to-be-true” quote, dramatically increasing the price after loading your belongings.
• No proper documentation: The company fails to provide a written estimate, an inventory sheet, or a legally binding contract.
• Holding items hostage: They refuse to deliver your belongings until you pay inflated charges.
• Unlicensed companies: The mover has no valid US Department of Transportation (USDOT) number.

How to Avoid Moving Fraud

• Verify their USDOT number through the FMCSA database.
• Always request a written estimate and read the contract’s fine print.
• Avoid cash payments. Use card payments for traceability.
• Read recent customer reviews on trusted websites like Google Business or Yelp to spot recurring issues.

Awareness is your best defense against moving fraud, but if you’re already dealing with such issues, here’s what you can do.

Dispute Settlement Program

The FMCSA requires licensed moving companies to offer a Dispute Settlement Program to resolve complaints that don’t involve legal proceedings. Here’s how it works:

1. Contact Your Mover

Start by contacting the company directly. Explain your issue clearly and refer to your contract or inventory list.

2. Request Mediation

If the issue remains unresolved, ask for their Dispute Settlement Program details. This third-party mediator aims to resolve disagreements, often at no additional cost to the customer.

3. Keep Records

Collect all communication, receipts, and any evidence of the issue. These records will be important if you escalate the matter.

Dispute resolution is most effective when your complaint is well-documented. Be patient and persistent while working through this step.

What to Do About Damaged or Lost Belongings

Few things are more frustrating than opening a moving box to find broken personal items or discovering that some of your belongings never made it to your new home. Thankfully, there are systems in place to seek compensation.

1. Inspect Your Delivery Immediately

Check your belongings as soon as they’re delivered. Note anything missing or damaged.

2. File a Claim Quickly

Notify the moving company in writing of any damages or losses immediately. Most companies have a specific timeframe (often 30–90 days) to file claims, so act fast.

3. Review Your Coverage

If you purchased moving insurance or valuation coverage, determine what kind of reimbursement you’re eligible for.

• Released Value Protection offers minimal reimbursement, usually capped at $0.60 per pound.
• Full Value Protection provides more comprehensive replacement or repair options.

4. Document Evidence

Take photos of damaged items and keep an inventory of what’s missing.

If the mover refuses to honor your claim, escalate it to their Dispute Settlement Program or file a formal complaint (details below).

Tackling Unexpected Transportation Charges

Have you received a moving bill much higher than the initial estimate? Surprise transportation charges are often tied to shady practices. These charges could include extra fees for stairs, long hauls, or additional labor that wasn’t disclosed upfront.

1. Compare the Quote & Final Bill

Request an itemized bill and compare it to your written estimate.

• Binding Estimate: If you were given a binding estimate, the mover cannot increase charges unless you ordered additional services.
• Non-Binding Estimate: Charges must generally fall within 110% of the original estimate. Excess fees should not be demanded upon delivery.

2. Ask for Clarification

Reach out to the moving company for a detailed explanation of additional charges.

3. Withhold Full Payment

If discrepancies persist, partially pay the agreed-upon amount and withhold the rest until issues are resolved.

Pro tip: Always request binding estimates to avoid hidden charges.

Filing a Complaint

If your issue has escalated, and you can’t resolve it directly with the moving company, filing a formal complaint is the next step.

Steps to File a Complaint

1. Report to FMCSA: Use the FMCSA’s National Consumer Complaint Database to file a grievance against an interstate mover. Include detailed facts, evidence, and communication records.
2. Report to BBB: Lodging a complaint with the Better Business Bureau (BBB) can prompt the mover to address your issue.
3. Legal Action: For more severe cases, such as theft or holding items hostage, consider contacting law enforcement or consulting a legal professional.

Filing a complaint helps resolve your issue and protects others from falling victim to the same problem.

FAQs: Moving Problems & Fraud

Q: What should I do if my belongings are held hostage?

If your mover refuses to deliver your items unless you pay unexpected charges, contact the FMCSA at 1-888-DOT-SAFT. They can escalate the issue or involve law enforcement if necessary.

Q: Can I get compensation for damaged or missing items?

Yes. If your claim is valid and within the mover’s guidelines, you should receive compensation based on your chosen coverage plan (e.g., Released Value Protection, Full Value Protection).

Q: How do I verify a moving company’s legitimacy?

Check the company’s USDOT number on the FMCSA database to confirm their licensing and compliance. Avoid companies lacking a transparent online presence or recent customer reviews.

Q: What timeframe do I have to file a complaint?

Most moving companies require claims to be filed within 30–90 days. Formal complaints with FMCSA should be filed as soon as possible after your issue arises.

Q: What should I do if the moving company is unresponsive to my complaints?

If the company ignores your attempts at resolution, document all your communication attempts, including emails and calls. Then, escalate the issue by filing a formal complaint with the FMCSA, BBB, or your state’s consumer protection agency.

Q: Can I dispute charges if I didn’t agree to them beforehand?

Yes, if the charges weren’t disclosed in your written estimate or agreement, you can dispute them. Refer to your contract and highlight any inconsistencies. If the mover persists, seek assistance through their Dispute Settlement Program or file a complaint with relevant authorities.

Q: Is it normal for movers to require a large upfront deposit?

No, reputable movers shouldn’t require large deposits before completing the move. Typically, payments are made after services are rendered. A request for a substantial upfront payment could be a red flag for a potential scam. Always verify the company’s legitimacy before making payments.

Q: What are common signs of a fraudulent moving company?

Fraudulent companies often lack a physical address, avoid providing proper documentation, or fail to offer a written estimate. Additionally, they may pressure you into quick decisions or demand cash-only payments. Always research companies thoroughly and check their licensing with the FMCSA or relevant local authorities.