If a moving company damaged or lost your belongings, charged more than its estimate, delayed delivery, or failed to show up, make the first move in writing. Identify the carrier, preserve your records, and send a demand that says what happened and what you want.

For an interstate household-goods move, the carrier generally must receive a written loss or damage claim within nine months after delivery. An FMCSA complaint is a separate step and generally won't determine how much compensation you receive. The right process also depends on whether the move crossed state lines, which company transported the shipment, and which valuation option you chose.

Complaint, claim, or payment dispute?

These routes serve different purposes:

Problem Start here Then consider
Lost or damaged belongings Written claim to the carrier FMCSA complaint, arbitration, or court
Overcharge or undisclosed fee Written dispute of the itemized invoice Card issuer, state agency, arbitration, or court
Late delivery or no-show Contract-based written demand FMCSA or a state regulator
Suspected fraud or an unregistered mover Preserve evidence and report the conduct FMCSA, state authorities, your bank, or law enforcement

A cargo claim asks the mover to pay for a particular loss or repair. A regulatory complaint reports conduct that may violate transportation rules. Sending a complaint to FMCSA does not replace the claim, and FMCSA does not act as a court that awards damages.

Which moving rules apply?

A move that crosses a state line is generally an interstate move, even if a broker arranged it. Federal rules apply to interstate household-goods transportation. The main federal rules are in 49 CFR Part 370 and 49 CFR Appendix A to Part 375.

If the shipment stayed within one state, the move is usually intrastate. State law, the contract, and the state's licensing or transportation agency will usually control. There is no single nationwide deadline for local-move claims. For example, the Public Utilities Commission of Ohio may be relevant to certain Ohio moves, but it doesn't regulate local moves in every state.

Check the paperwork before choosing an agency. Find:

What to do as soon as something goes wrong

  1. Write down the timeline. Include the booking date, promised pickup and delivery dates, actual arrival times, missed appointments, calls, and every amount requested.
  2. Document the condition. Photograph and video damaged furniture, boxes, walls, floors, and packaging. When possible, photograph items before unpacking and note visible damage or missing boxes on the delivery paperwork. That notation helps, but it does not replace a formal written claim.
  3. Keep the file together. Save the estimate, contract, bill of lading, inventory, receipts, repair estimates, payment records, emails, texts, and screenshots of online promises.
  4. Identify the actual carrier. A broker may have sold or arranged the move, but the carrier named on the bill of lading is usually the first place to send a cargo claim. Copy the broker on the submission.
  5. Follow up phone calls in writing. After a call, email a short summary of what was said, including any promised date or payment.
  6. Read releases before signing. A settlement check or document described as a "full and final settlement" may affect later remedies. Don't accept it without reading the terms.

Keep damaged items and packaging until the mover has had a reasonable chance to inspect them. If keeping an item creates a health or safety problem, document that problem first.

Filing an interstate loss or damage claim

Watch the nine-month deadline

For an interstate loss or damage claim, federal rules generally require the carrier to receive the written claim within nine months after delivery. If the shipment was never delivered, the period generally runs after a reasonable time for delivery has passed.

Nine months is an outside deadline, not a reason to wait. Send the claim as soon as you know what is missing or damaged. If a repair estimate or replacement price will take longer, submit the claim and say that additional documents will follow.

A complaint sent only to FMCSA does not meet this requirement. The claim must go to the carrier or to the claims address identified in the shipment documents.

Put the demand in writing

Federal rules don't require a particular claim form. A mover may offer one, but a missing form shouldn't delay your claim. Label your letter or email formal written claim and include:

Send the claim using a trackable method. Keep the complete submission and proof that the carrier received it. If you use an online claims portal, save the confirmation page or a screenshot.

Know the carrier's processing deadlines

After receiving a written claim, the carrier generally must:

These deadlines govern claim processing. They don't guarantee approval, a particular settlement amount, or automatic payment if the carrier misses one.

A claim letter you can adapt

Subject: Formal written claim for shipment [number]

[Your name and contact information]
[Date]

I am submitting this as a formal written claim for loss or damage arising from the shipment identified below.

Carrier: [legal name and USDOT number]
Bill of lading or contract number: [number]
Pickup date and location: [details]
Delivery date and location: [details]

The following items were lost or damaged: [list each item, its condition, and the amount or remedy requested].

I request [repair, replacement, or payment of $amount]. Attached are photos, inventory records, receipts, repair estimates, and relevant communications.

Please confirm receipt of this claim in writing and provide the claim reference number.

Sincerely,
[Your name]

What the mover's valuation option changes

Interstate movers must explain two basic valuation choices. These are liability arrangements offered by the mover; they aren't the same as separate homeowners or renters insurance.

Option What it generally means
Full Value Protection Subject to the mover's terms and any deductible, the mover generally repairs an item, replaces it with a similar item, or pays the repair or replacement cost.
Waiver of Full Value Protection, also called released value If selected or accepted in writing, the mover's liability is generally limited to 60 cents per pound per article.

Released value can be far below an item's market value. The Surface Transportation Board's guidance on lost or damaged items gives this example: a 20-pound flat-screen television would have a released-value amount of $12 at 60 cents per pound.

Items worth more than $100 per pound may have to be listed separately on a declaration of extraordinary value. Review the valuation statement and follow its instructions for high-value items. Failing to identify an item as required can limit the carrier's responsibility.

The inventory, condition report, photographs, packing responsibility, valuation choice, and proof of value can all affect the claim. Ask the mover whether it wants to inspect damaged property before you repair, replace, or discard it.

Challenging an overcharge or hidden fee

Start by finding out which estimate you received:

For an interstate move, federal rules generally limit what a mover can collect at delivery on a non-binding estimate to 110 percent of the estimated charges. That is a limit on collection at delivery, not a promise that the final account can never exceed 110 percent. A supported balance may be billed later under the applicable rules.

The rule doesn't automatically apply to local moves, and it doesn't make every charge above the estimate unlawful. Extra packing, stairs, long carries, storage, changed access conditions, or other services may be covered by the contract or tariff.

Ask the mover for:

Then send a written dispute stating the amount you challenge and the refund or adjustment you want. Keep paying attention to shipment-release issues. If the mover refuses to release goods over a disputed amount, ask for a written itemization and the basis for the demand. Don't confront the crew or put yourself at risk. Contact the appropriate agency and seek prompt local legal help if necessary.

If you paid by credit card, contact the card issuer promptly and use its written billing-dispute process. Include the estimate, invoice, payment record, and relevant communications. A chargeback is a payment-provider process, not a ruling on the mover's legal liability, and it doesn't extend the federal claim deadline. Debit-card, bank-transfer, cash, and peer-to-peer payment disputes have different procedures and may provide different protections.

Late delivery, no-shows, and shipments that never arrive

There isn't a universal federal rule giving every interstate move a delivery window of one to 21 business days. The promised dates or delivery spread, bill of lading, order for service, and written communications with the carrier are more useful than a generic timetable.

If the mover is late or doesn't show:

  1. Ask for the shipment's status and a revised pickup or delivery date in writing.
  2. State what the contract promised and identify the remedy you want.
  3. Keep receipts for reasonable emergency expenses caused by the delay, such as essential replacement items or temporary accommodation.
  4. For missing or damaged belongings, send a formal written cargo claim promptly. For a pure delay or no-show dispute, send a contract-based demand and ask how the carrier wants the claim submitted.
  5. Report suspected deceptive or unlawful conduct to the appropriate regulator.

Whether the mover must reimburse delay expenses depends on the contract, the evidence, and applicable law. A regulator complaint won't necessarily produce an immediate delivery or refund.

If the carrier never delivers the shipment, document every contact attempt and report the issue quickly. The missing shipment may require both a cargo claim and a regulatory complaint.

When a broker or different mover was involved

A broker arranges transportation with a carrier. A carrier operates the vehicle or takes responsibility for transporting the shipment. Their names and USDOT numbers may be different.

Before booking, use FMCSA's Protect Your Move complaint and consumer resources to check registration information. Registration isn't an endorsement, but a company that won't identify its legal name, carrier, or USDOT number creates a serious documentation problem.

Warning signs include:

A deposit by itself doesn't prove a scam. Review the cancellation policy and payment terms. If you suspect fraud, impersonation, theft, or threats, preserve advertisements and payment records and consider reporting the conduct to FMCSA, state authorities, your bank, and law enforcement.

Where to take the dispute next

Interstate moves: FMCSA

File an interstate complaint through the FMCSA complaint page. Include the USDOT number, company names, dates, documents, amount demanded, and a short timeline.

FMCSA can review complaints for compliance issues, notify the company, and use complaint patterns in enforcement work. It generally won't decide the value of damaged furniture, order a refund, or act as a court. Continue pursuing the written claim with the carrier.

Local moves: state agencies

For an intrastate move, look for the state's public utilities, transportation, motor-carrier, or consumer-protection agency. The correct office depends on the state and the type of violation. A state attorney general may also accept a consumer complaint, although an agency may not be able to obtain individual compensation.

BBB and private resolution

The Better Business Bureau is a private complaint and mediation channel, not a government regulator. It may give the company another opportunity to respond, but it can't require payment.

Check the contract for arbitration or another dispute-settlement program. If the carrier denies the claim, request the denial in writing and ask for the procedure and deadline to challenge it. Court may be appropriate for a documented loss within your state's small-claims limit; larger or more complicated disputes may justify advice from a consumer attorney. Court filing deadlines can apply while a complaint or negotiation is pending.

Common questions

Is the federal moving-claim deadline 60 days?

No. For an interstate household-goods loss or damage claim, the general federal deadline is nine months after delivery, or after a reasonable delivery period has elapsed if the shipment was never delivered. The 30-day and 120-day periods concern the carrier's processing of a claim. A local move can have a different deadline under state law or the contract.

Can I file only an FMCSA complaint?

You can, but it may not protect your compensation claim. Submit the written claim to the carrier and file an FMCSA complaint separately when the dispute involves an interstate mover or broker.

Does the 110 percent rule mean I never owe more?

No. For an interstate non-binding estimate, it generally limits the amount collected at delivery. The mover may later send a bill for supported charges. The rule doesn't automatically govern local moves or erase legitimate charges for services covered by the paperwork.

What should I do if the mover denies my claim?

Ask for a written explanation, the valuation terms used, and the evidence supporting the denial. Compare that response with your inventory, condition records, photos, and packing documents. Then consider the carrier's dispute-settlement process, a state or federal complaint, arbitration, or court.

What if a broker arranged the move?

Send the cargo claim to the carrier named on the bill of lading and copy the broker. Report misleading estimates, undisclosed carrier substitutions, or registration concerns to FMCSA for an interstate move. The contract and facts determine which company may be responsible for each part of the dispute.

Put the applicable deadline on your calendar now. Send the claim to the carrier's designated claims address with proof of delivery, and keep the estimate, bill of lading, inventory, photos, and every response in one file. If the carrier denies the claim or misses a processing deadline, use that file to choose the next route before any court or arbitration deadline passes.