To file a complaint against a moving company in Missouri, submit it to the Missouri Attorney General's Consumer Protection Division online or call the hotline at 800-392-8222. The office mediates between consumers and businesses. For interstate household goods movers, federal regulations in 49 CFR Part 375 require movers to provide specific consumer notices, such as "Your Rights and Responsibilities When You Move" and information on neutral arbitration before issuing the bill of lading. This process applies to Missouri residents facing service issues like damage, delays, or overcharges. It does not guarantee refunds or resolutions, as outcomes depend on mediation results and evidence.
Rules Controlling Moving Company Complaints in Missouri
The Missouri Attorney General's office handles consumer complaints through its Consumer Protection Division, which received 114,417 complaints in 2022. This includes mediation for disputes with businesses, including service providers. For moves within Missouri (intrastate), state consumer protection processes apply via this division.
Interstate moves fall under federal oversight through 49 CFR Part 375, which governs household goods transportation. Movers must give consumers the "Your Rights and Responsibilities When You Move" document in 12-point bold type and a notice of neutral arbitration before the bill of lading. Missouri AG complaints remain an option regardless of interstate status, but federal rules add specific mover obligations.
| Move Type | Controlling Rules | Key Requirements |
|---|---|---|
| Intrastate (within Missouri) | Missouri AG Consumer Protection mediation | File complaint online or by phone; mediation between parties |
| Interstate (across state lines) | 49 CFR Part 375 + Missouri AG option | Mover provides consumer rights document and arbitration notice; AG mediates state issues |
What Does Not Control Moving Company Complaints
Moving company complaints follow state mediation or federal transportation rules, not credit card chargebacks, financed purchase disputes, or subscription cancellation policies. These payment-specific processes do not apply to service quality issues like damaged goods or delays.
Better Business Bureau (BBB) claims lack an official regulatory role and are not part of government complaint paths. Small claims court or lawsuits represent separate legal actions, not the initial complaint process.
How to File a Complaint: Step-by-Step
Contact the moving company first to attempt resolution, documenting all communications. Then file with the Missouri AG:
- Gather evidence: contract or estimate, bill of lading, inventory list, photos of damage, timelines of events, and mover correspondence.
- Submit online at ago.mo.gov/file-complaint or call 800-392-8222.
- The AG mediates by contacting the business on your behalf.
For interstate moves, review any federal notices provided by the mover under 49 CFR Part 375. The high volume of complaints (over 114,000 in 2022) means processing is case-by-case.
Evidence Checklist
- Bill of lading and inventory list
- Photos or videos of damage/delayed items
- Written estimates, contracts, and final bills
- Emails, texts, or call logs with the mover
- "Your Rights and Responsibilities When You Move" document (interstate)
Escalation and Limits
The Missouri AG mediates complaints and may escalate to investigation if a pattern of violations appears under state consumer protection rules. No guaranteed timelines or refunds exist; mediation success varies by evidence and business response.
For interstate movers, federal rules require a neutral arbitration notice, but consumers file state complaints through the AG process. Limits include the AG's focus on mediation rather than enforcement in every case, given the complaint volume.
FAQ
Is the process different for interstate vs. intrastate movers?
Yes. Interstate movers must follow 49 CFR Part 375, including providing a consumer rights document and arbitration notice. Missouri AG handles complaints for both.
What evidence should I gather before filing?
Contract, bill of lading, inventory list, photos of issues, and all mover communications.
Does filing guarantee a refund?
No. The AG mediates, but outcomes depend on the case.
Can I file online or only by phone?
Both: online at ago.mo.gov/file-complaint or by calling 800-392-8222.