How to file a complaint against an interstate mover

If a moving company that took your things across state lines lowballed you, broke the rules, or won't deliver, you can report it to the federal government. A complaint won't get your money back by itself, but it goes on the company's record and can lead to an investigation. Here's where to file, what to have ready, and how a complaint differs from a claim for lost or damaged items.

Complaint or claim? They're two different things

• A complaint goes to FMCSA (the Federal Motor Carrier Safety Administration). It reports that a mover or broker may be breaking federal rules. FMCSA uses complaints, along with other information, to decide which companies to investigate.
• A claim goes to the mover itself. It asks the mover to pay you for items that were lost or damaged, or for a delay. FMCSA says it has no authority to resolve claims or force a mover to pay one.

If something went wrong with your belongings, you'll often want to do both.

What counts as a moving complaint

FMCSA accepts complaints against moving companies, moving brokers, and auto transporters. Its own examples include:

• An interstate mover gave you a deliberately low estimate, then asked for more money.
• A mover is holding your belongings until you pay a lot more than the agreed price. (See what to do if a mover holds your goods hostage.)
• You didn't get required documents, like a bill of lading, or you were asked to sign blank papers.
• A broker didn't tell you its cancellation, deposit, or refund policy.
• A broker gave an estimate far below what the actual mover charged.
• A mover or broker is operating without the required federal authority or insurance.

Where to file

• Online: the FMCSA Complaint Center (it used to be called the National Consumer Complaint Database).
• By phone: 1-888-DOT-SAFT (1-888-368-7238), 8 a.m. to 8 p.m. Eastern, Monday through Friday.
• For suspected fraud: FMCSA also points people to the U.S. DOT Inspector General's fraud hotline at 1-800-424-9071 or hotline@oig.dot.gov.

If it's an emergency, call 911 first.

How the online complaint works

1. Choose your filer type. If you hired a mover, broker, or auto transporter, that's the general public option.
2. Choose who the complaint is against, such as a moving company.
3. Describe what happened. Be specific about dates, times, and places.
4. Pick the allegation category that fits best, plus a subcategory if asked.
5. Enter your name and phone number, which are the minimum required. Add an email if you want the result by email; otherwise it comes by mail. You'll also choose whether the company sees only the allegation or your contact details too.
6. Find the company by name or USDOT number, or type in its details if it doesn't show up.
7. Upload documents, photos, or video. FMCSA accepts common file types like PDF, JPG, PNG, DOCX, and MP4, up to 2 GB. Add a short description, or type "N/A" if you have nothing to upload.
8. Review, certify, and submit. Print or save the page first if you want a copy.
9. Save the case number that pops up afterward.

FMCSA will later tell you whether your complaint is actionable or not.

What to gather first

FMCSA suggests including your contact details, the mover's or broker's name and contact details, where the move started and ended, the company's USDOT and MC numbers if you have them, and a short description of what went wrong. Copies of the estimate, bill of lading, payment receipts, texts, and emails make your complaint much stronger. If you don't know the company's numbers, you can look them up with the FMCSA mover search, which also shows whether it's registered as a carrier or a broker. Here's why that matters.

Filing a claim for lost or damaged items

• Contact the mover right away and ask for its claim form. You don't have to use the form, but the claim must be in writing.
• You have 9 months from delivery to file. If the whole shipment was lost, the 9 months run from when it should have been delivered.
• FMCSA suggests sending it by certified mail so you can prove when it arrived.
• Include a list of missing and damaged items, photos, and what it would cost to replace them. Under the federal claim rules, a claim needs to identify the shipment, say the mover is responsible, and ask for a specific or calculable amount.
• The mover has to acknowledge your claim within 30 days, and pay, deny, or make a firm settlement offer within 120 days. If it needs longer, it has to update you in writing every 60 days.

How much you can recover depends on the protection level you signed for. See moving valuation coverage.

If the claim doesn't settle

Every interstate mover has to offer a neutral arbitration program. If you request arbitration on a claim of $10,000 or less, the mover has to agree and the decision is binding. Your other option is going to court. These federal rules apply to moves between states; for a move within one state, check your state's consumer protection resources.