If a mover damaged your belongings, missed the delivery window, billed more than you expected, or won't release the shipment, put the problem in writing first. The complaint path then splits: interstate moves go to the Federal Motor Carrier Safety Administration (FMCSA); moves that stayed inside one state go to that state's moving regulator and Attorney General. A loss or damage claim is still a separate step, so send it to the carrier even if you also file with a regulator.

U.S. household-goods disputes turn on paperwork, deadlines, and which company actually hauled the goods. FMCSA, state agencies, the BBB, and the FTC do different jobs, and none of them automatically pays a claim.

Quick steps to complain about a moving company

  1. Protect the evidence. Photograph damage, missing items, packing, the truck, paperwork, and any disputed charges.
  2. Name the right business. Read the bill of lading, order for service, estimate, and USDOT number. The broker that sold the move may not be the carrier that drove the truck.
  3. Write to the mover. Describe what happened, attach copies of records, and ask for a specific remedy.
  4. File a formal loss or damage claim. Use the carrier's claims address or portal. An FMCSA complaint does not replace this filing.
  5. Dispute an overcharge in writing. Ask for an itemized bill, weight records, and an explanation of extra services.
  6. Use the matching regulator. FMCSA covers interstate movers and brokers. State agencies generally cover moves that never left the state.
  7. Escalate with the contract in hand. An Attorney General complaint, BBB filing, arbitration, or court may come next, but only after you check the paperwork and the applicable deadlines.

If the goods are being withheld, document the demand and skip ahead to the held-shipment section. Whether detention is lawful depends on the estimate, payment rules, and contract, not on a generic claim that every unpaid dispute is illegal.

First determine whether FMCSA or state law applies

A move is generally interstate if the shipment crosses a state line. That remains true if a broker arranged it or a local crew handled pickup. FMCSA is the main federal regulator for interstate household-goods carriers and brokers.

A move that begins and ends in the same state is usually governed by that state's transportation, licensing, and consumer-protection rules. Some states have a dedicated moving regulator. Others use a public utility commission, transportation department, or licensing office.

Get the legal name, address, and USDOT number for every company involved. The paperwork may list:

Send the complaint to the company that caused the problem and copy the other relevant businesses. Before an interstate move, consumers should also verify FMCSA registration and review the required moving documents. The Palm Beach County Consumer Affairs interstate moving guidance has a practical document and verification checklist.

Complaint, formal claim, or billing dispute?

These are different actions with different purposes.

Problem What to send Main purpose
Damaged or missing property Formal written claim to the carrier Seek repair, replacement, or payment
Late pickup or delivery Written service complaint Request an explanation, refund, or documented expenses
Unexpected charges Written billing dispute Challenge the calculation or demand a corrected bill
Misrepresentation or registration concerns FMCSA or state complaint Create an enforcement record
Suspected fraud or threats Regulator, FTC, or law enforcement report Report potentially unlawful conduct

A regulator may look at patterns or violations. It usually will not act as your lawyer or guarantee a personal refund. The formal claim to the carrier is what preserves a request for payment on lost or damaged goods.

Gather evidence before contacting the mover

Create one folder for the dispute and keep the originals. Submit copies or scans.

Collect:

Correct inaccurate inventory descriptions before you sign at pickup, and ask for a copy after loading. At delivery, note visible damage and shortages on the paperwork before signing if you can. A clean receipt makes proof harder, but it is not a reason to delay a written claim.

Keep damaged furniture, boxes, and packing materials until the mover or insurer has had a reasonable chance to inspect them. Don't throw an item away or authorize a repair until you have read the claims instructions.

Send a written complaint and formal claim

Email is fast. For a serious dispute, also use a trackable method to the carrier's claims address. Save the sent message, attachments, delivery confirmation, and any reply.

The letter should include:

For damaged or missing goods, label the letter as a formal loss and damage claim and send it to the carrier's claims department. Ask the company to confirm receipt and say whether a particular form is required. If the deadline is close, don't wait for a blank form. Send a clear written claim first.

Federal claims rules for an interstate shipment generally require a written loss or damage claim within nine months after delivery. A shipment that never arrived can raise a different date, so contact the carrier promptly instead of guessing. The carrier must generally acknowledge a claim within 30 days and dispose of it within 120 days, or send written status updates at 60-day intervals if it needs more time. The Surface Transportation Board's guidance on lost or damaged household goods covers the basic claims process and valuation issues.

Moving company complaint letter template

Subject: Formal complaint and claim for [damage, loss, delay, or overcharge]

Dear [Company or Claims Manager],

I hired [legal company name] for a move from [origin] to [destination] under order or bill of lading number [number]. Pickup occurred on [date], and delivery was [completed on date, delayed, or not completed].

The problem is: [describe the facts briefly and specifically]. The affected items or charges are listed in the attached [inventory, invoice, photographs, and receipts].

I request [a repair, replacement, payment of $ amount, corrected invoice, refund of $ amount, delivery information, or another specific remedy]. This letter is also written notice of my loss or damage claim under your claims procedure, if applicable.

Please confirm receipt and respond by [date]. Please also tell me in writing if you need a particular claim form or additional inspection.

Sincerely,
[Name]
[Address]
[Phone and email]

Treat the response date as a request, not as a substitute for a legal deadline. Avoid accusing the company of a crime unless you have verified the facts and the law. A precise timeline is more useful than an angry message.

If the mover damaged or lost your belongings

Recovery often depends on the liability or valuation option in the moving documents, not on the item's retail price.

Interstate household-goods paperwork generally presents two levels:

People often call these options moving insurance. They may instead be contractual valuation levels rather than a separate insurance policy. If you bought third-party coverage, read that policy and file a separate claim with the insurer. A fight with a third-party insurer can follow different rules from a complaint about the mover.

List valuable or unusual property as the mover's paperwork requires. Federal guidance addresses articles of extraordinary value, including items valued above $100 per pound, and a mover may limit liability for items that were not properly declared. The federal moving rights booklet in 49 CFR Appendix A to Part 375 and the STB guidance explain those limits.

For each damaged item, provide:

  1. Description and inventory number
  2. Condition before pickup, if documented
  3. Condition after delivery
  4. Photos of the item and packaging
  5. A repair estimate or reasonable replacement documentation
  6. The amount requested and the valuation basis

Don't inflate the number or treat an upgrade as a replacement. Unsupported demands give the mover an easy reason to challenge the whole submission.

If delivery is late or the shipment is missing

Compare the actual delivery date with the delivery spread or other promise in the order for service. Ask the mover, in writing, for a status update, the reason for the delay, a new delivery estimate, and any storage or redelivery charges.

Save receipts for temporary housing, storage, missed work, and other out-of-pocket costs. Whether those expenses are recoverable depends on the contract, valuation terms, proof of causation, and applicable law. Not every inconvenience qualifies for reimbursement.

Missing boxes should be matched to the inventory and delivery paperwork, item by item. If the entire shipment is gone or the mover stops answering, send a formal written claim and keep every record of the expected delivery date. Report suspected theft or threats to local law enforcement. A police report will not decide a civil claim, but it can document what happened.

How to dispute a moving company overcharge

Identify the estimate type before you argue about the total.

Binding estimate

A binding estimate generally sets the price for the services and items included in it. Check the paperwork for extra services that may have been added or authorized separately: additional items, stairs, long carries, storage, shuttle charges, packing, or similar work.

Ask the mover to point to the exact document and service behind every added charge. A revised total that appears only on an invoice, with no explanation, is not enough.

Non-binding estimate

For an interstate move, federal consumer guidance generally limits what a mover can require at delivery to 110 percent of a non-binding estimate in the situations covered by that rule. The mover may still bill a legitimate remaining balance later. The 110 percent rule does not necessarily cap the final bill at 110 percent, and it does not make every charge above the estimate valid.

Request:

Paying an amount you don't dispute can sometimes narrow the fight. Don't sign a release stating that the account is settled unless you intend to give up further claims. If the mover refuses delivery unless you pay an amount you believe exceeds the applicable limit, record the demand, ask for it in writing, and contact FMCSA or your state consumer agency promptly.

Local moves can follow different estimate and payment rules. Don't apply the federal 110 percent rule to an intrastate move without checking state law.

What to do if movers hold your belongings

"Hostage shipment" is a common label for a serious dispute. Holding goods is not automatically unlawful in every payment disagreement. A mover may have rights tied to legitimate charges, storage, or delivery conditions. Those rights do not let the company ignore applicable payment limits, misrepresent the bill, threaten you, or demand an unexplained amount.

Take these steps:

  1. Ask for a written statement of the amount demanded, the charges behind it, and the conditions for delivery.
  2. Compare that demand with the estimate, bill of lading, payment receipts, and any written changes.
  3. Ask where the goods are, whether they are in storage, and who currently possesses them.
  4. File an interstate complaint through FMCSA's complaint process for a household-goods mover or broker, including the carrier's USDOT number.
  5. Contact your state Attorney General and the agency that regulates movers in the state involved.
  6. Call local law enforcement if there are threats, trespass, theft concerns, or an immediate safety issue.
  7. If you pay to recover essential property, use a traceable method and state in writing that the payment is disputed. That wording may not preserve every legal right, so get advice before signing a release.

Don't confront a crew or visit a storage facility alone if you feel unsafe. For a high-value shipment, a threatened sale, or a company that has gone silent, ask a consumer attorney whether an emergency court remedy is available.

Escalate the complaint when the mover does not respond

FMCSA

Use FMCSA for an interstate mover or broker. Include the USDOT number, company names, dates, estimate, bill of lading, payment records, photographs, and your written attempts to resolve the dispute.

Those complaints can help the agency flag registration, safety, estimate, delivery, or consumer-protection problems. FMCSA generally does not replace a private damage claim, decide every contract dispute, or guarantee a refund. Save the confirmation and any case number.

State consumer agencies and Attorneys General

For an intrastate move, start with the state office that licenses or regulates movers. The state Attorney General's consumer-protection office may also take complaints about deceptive estimates, billing, or business practices. These offices may contact the company or look at patterns. They usually cannot act as your private lawyer or guarantee compensation.

BBB

The Better Business Bureau is a private nonprofit, not a government regulator. A complaint may prompt a company response. The BBB cannot impose a fine, order delivery, or extend a legal deadline. Treat it as an optional extra record, not as the only escalation route.

FTC

Report suspected scams, fake moving websites, identity theft, or deceptive conduct through ReportFraud.ftc.gov. An FTC report helps collect information about possible fraud patterns. It normally does not resolve an individual moving claim or guarantee restitution.

Arbitration and small claims court

Read the estimate, bill of lading, and arbitration notice before filing a lawsuit. The paperwork may describe an arbitration program, covered disputes, fees, filing deadlines, and whether the decision is binding. Filing with a regulator usually does not pause a court or arbitration deadline.

Small claims court can work for a modest, well-documented dispute. Maximum awards, filing fees, service rules, venue, and time limits vary by state. Before filing:

An interstate claim may also involve federal filing deadlines after a written denial. Don't discard a denial letter or wait until the deadline is close. Consult a qualified attorney if the amount is substantial, the shipment never arrived, or the contract limits your options.

Interstate and intrastate complaint routes

Situation Start with Main documents or rules
Move crossed a state line Mover's claims department and FMCSA Bill of lading, federal moving documents, valuation choice, federal claims rules
Move stayed within one state Mover, state moving regulator, and state Attorney General State law, license rules, estimate, contract
Damaged or missing property Formal written claim to the carrier Inventory, photographs, valuation terms, repair or replacement proof
Unexpected charges Written billing dispute Binding or non-binding estimate, invoice, weight records, authorized extras
Suspected fraud FMCSA if interstate, state authorities, FTC, and possibly law enforcement Advertisements, payment records, messages, names, and website information
Goods being withheld Written demand plus prompt regulator escalation Amount demanded, delivery terms, receipts, location, and communications

Questions consumers often ask

Does an FMCSA complaint get my money back?

Not necessarily. FMCSA can use complaints for oversight and enforcement, but you still need a formal claim with the carrier for damaged or missing property. Court or arbitration may be necessary if the carrier denies the claim.

How long do I have to file a moving damage claim?

For an interstate shipment, federal rules generally require a written loss or damage claim within nine months after delivery. A missing shipment can raise different timing questions. File promptly and confirm the applicable date with the carrier or a qualified attorney.

Can a moving company charge more than its estimate?

It depends on the estimate and the services involved. A binding estimate generally covers the listed work, subject to documented additions or exceptions. For many interstate non-binding estimates, the mover generally cannot require more than 110 percent at delivery, although a legitimate balance may be billed later.

Is a mover allowed to hold my belongings for payment?

A mover may have rights to collect legitimate charges. A demand above an applicable delivery-payment limit, an unexplained bill, threats, or refusal to follow the contract can still justify urgent escalation. Get the demand in writing and contact FMCSA or state authorities.

What if the mover was a broker?

Send the complaint to both the broker and the carrier. The broker's advertisement or estimate may show what was promised. The carrier may control possession of the goods and the formal loss or damage claim.

Save the paperwork today and send a dated written notice to the carrier's claims address. That record is what a mover, regulator, arbitrator, or court can actually evaluate.