If a mover damaged or lost something, missed delivery, or charged more than quoted, start with a paper trail instead of another phone call. Put the estimate, order for service, bill of lading, inventory, valuation paperwork, payment records, photographs, and messages in one folder. Then send a written claim or demand to the legal carrier named on the paperwork. Copy the broker if a broker arranged the move, but don't assume the broker is the company that must process a loss or damage claim.

The rules turn first on whether the shipment crossed a state line. Interstate moves are mainly governed by federal requirements. A move that began and ended in the same state may instead be controlled by state law, local licensing rules, and your contract. This is general U.S. consumer information, not legal advice.

Start here

• Preserve the evidence. Photograph damage, make a list of missing items, save receipts and repair estimates, and keep the boxes and packing materials.
• Find the actual carrier. Check the legal company name and USDOT number on the estimate, order for service, bill of lading, or vehicle. The brand that booked the move may be a broker.
• Make a specific written claim. Identify each loss or disputed charge, state the amount you want, and attach documents that support the calculation.
• Keep complaint channels in perspective. FMCSA, a state agency, or the Better Business Bureau may create pressure or a record. Those channels generally don't award damages or automatically order a refund.
• Calendar the deadlines. The time to file a claim isn't necessarily the time to sue. A complaint to a regulator usually doesn't pause a court deadline.

Which moving rules apply?

Interstate moves

A shipment is generally interstate when it crosses a state line, even if a local company handled pickup or delivery. Federal household-goods rules address estimates, consumer disclosures, bills of lading, valuation options, delivery, and arbitration.

The main consumer requirements are in 49 CFR Part 375. 49 CFR Part 370 covers the handling of loss and damage claims.

Look for the carrier's legal name and USDOT number on the estimate, order for service, bill of lading, or truck. A broker may have taken the booking and payment without transporting the shipment. Follow the carrier's instructions for submitting the formal claim, and copy the broker so both businesses have the same written record.

Moves within one state

A move that starts and ends in one state may fall under that state's transportation agency, public utilities commission, attorney general, or local licensing authority. State rules vary. They may address deposits, cancellation notices, estimates, storage, claim deadlines, and small-claims procedures in different ways.

Don't automatically apply the federal interstate rules to a local move. Check the agency that licenses movers where the move took place, then read the estimate, contract, and delivery paperwork together.

Put the important records in one place

These documents can answer both what the mover promised and what happened:

• The written estimate, including whether it was binding or nonbinding
• The order for service and any revised inventory
• The bill of lading, which is a key contract for the shipment
• The valuation or protection option you selected
• Inventory sheets and box numbers
• Weight tickets and reweigh information
• Before-and-after photographs or video
• Repair estimates, receipts, and comparable replacement prices
• Emails, text messages, call logs, and delivery promises
• Credit-card or bank payment records
• A police report number if theft is suspected

After an important call, send a short email or text summarizing what was said. A dated written confirmation is easier to use later than a memory of a phone conversation.

Protect your evidence on delivery day

Inspect the shipment before signing that everything arrived in good condition. Photograph cartons, furniture, appliances, floors, walls, and any visible damage. Compare the delivery with the inventory and identify missing boxes by number.

Use a concrete description on the delivery paperwork: "scratched wood table," "left speaker missing," or "box 14 wet and open." Don't mark the shipment as being in good condition if you haven't inspected it. If the driver won't let you record an exception, photograph the paperwork, note the refusal, and ask a witness to confirm what occurred.

A clean delivery receipt can make a claim harder to prove, but signing it doesn't automatically erase every possible claim. Keep the receipt and report concealed damage as soon as you find it.

Don't throw away damaged items, boxes, or packing material until the mover has had a reasonable opportunity to inspect them. Take sensible steps to prevent further damage, but ask before making major repairs. Save receipts for emergency protection, temporary storage, or other related costs.

If the movers don't arrive, record the promised arrival time, every call, screenshots of messages, and the cost of replacement services. Send a written notice; don't rely only on a voicemail.

Filing a claim for damaged or missing items

Find the carrier's claim instructions

The bill of lading or delivery paperwork should identify a claims address, email address, form, or online portal. Use the required method and keep proof of when and how you submitted the claim.

Send the formal claim to the carrier responsible for transportation. Copy the broker, but don't let the broker's involvement delay filing with the carrier.

Describe one item at a time

For each damaged or missing item, provide:

• A clear description and inventory or box number
• Its condition before and after the move
• The type and location of the damage
• Purchase information, age, and current value
• A repair estimate or comparable replacement price
• Photos of the item, packaging, and damage
• The amount requested and the calculation behind it

"Several things were broken" may not give the carrier enough detail to investigate. An itemized claim lets the carrier inspect the right property and gives you a clearer basis for negotiation.

Keep the original packing materials. If an item is missing, don't discard the empty box. If the carrier schedules an inspection, be available or ask whether a remote inspection is acceptable. Keep the inspection report and every settlement offer.

For suspected theft, report the facts to local law enforcement and put the report number in the claim. Avoid accusing a particular employee unless you have evidence supporting that accusation.

Know the interstate claim clock

For an interstate shipment, federal rules generally allow nine months after delivery to file a written claim for loss or damage. If the shipment was never delivered, the period generally begins after a reasonable time for delivery has passed. The federal filing period is not a universal 30-day deadline.

For an interstate claim, the carrier generally must acknowledge receipt within 30 days. It then must pay, deny, or make a settlement offer within 120 days. If it needs more time, it must provide written status updates at 60-day intervals. These are processing requirements, not a promise that the carrier will approve the claim.

A state deadline may apply to an intrastate move. Also, the claim deadline doesn't preserve a lawsuit indefinitely. Read a written denial and the bill of lading before assuming you can wait.

Valuation determines what a damage claim may pay

The protection option on the bill of lading can matter more than the item's retail price.

Released-value protection

When released-value protection applies, the commonly encountered federal level is $0.60 per pound per article. That isn't full replacement-cost protection and isn't the same as an insurance policy.

For example, a 20-pound television could produce a maximum calculation of $12 at $0.60 per pound. A 10-pound piece of artwork could produce a $6 calculation. The calculation uses the article's weight, not its purchase price.

Check the paperwork to confirm that you selected released-value protection and whether the carrier offered a higher released rate.

Full-value protection

Full-value protection usually costs more. Depending on its terms, the mover may have to repair the item, replace it, or pay a valuation-based amount. The paperwork may include a deductible, repair-only provisions, exclusions, or special treatment for items you packed yourself.

"Full value" doesn't automatically mean a cash payment equal to the price of a new item. Read the carrier's valuation declaration and check how it treats age, matching sets, repairs, and self-packed boxes.

Articles of extraordinary value

A mover may require you to list items worth more than $100 per pound per article on a declaration of extraordinary value. The threshold applies to each item and its weight; it isn't a $100 minimum for the shipment as a whole.

The Surface Transportation Board's guidance on lost or damaged household goods explains why the declaration matters. If a high-value item wasn't listed as required, the carrier may try to exclude it from full-value protection.

Keep cash, jewelry, passports, medication, irreplaceable documents, and other small valuables with you when possible. Before loading, make a separate list of electronics, artwork, collectibles, and heirlooms.

Late delivery, no-shows, and refused delivery

There isn't one federal payment that applies to every late delivery or missed appointment. The delivery spread, contract, reason for the delay, and state law can all affect the result.

When delivery is late

Ask the mover in writing for:

• The reason for the delay
• The shipment's current location
• A specific delivery date
• Any new storage, redelivery, or access charges
• The contract provision supporting those charges

Keep receipts for a hotel, rental furniture, replacement clothing, or other reasonable expenses. The mover won't automatically owe those costs, but they may support a demand under the contract or applicable law.

When the mover doesn't show up

Send a written cancellation or refund request. Identify the booking, deposit, promised service, and cost of arranging a replacement. Keep proof of any additional expense.

Whether a deposit is refundable depends on the contract and, for a local move, state law. There isn't a universal federal rule making every moving deposit refundable. A cancellation that violates the company's own written terms may strengthen a refund request. Recovery may still require a card dispute, regulator complaint, arbitration, or court.

When the mover refuses to deliver

Ask in writing why delivery is being withheld, how much the company says you owe, and what conditions it is imposing. Compare the demand with the estimate, order for service, and bill of lading. Don't sign a release or revised document under pressure.

Refusing every payment can create separate storage or redelivery problems, so consider the paperwork before taking that step. If the company threatens to dispose of your belongings, demands cash outside the written documents, or appears to have stolen property, preserve the messages and contact the appropriate regulator and law enforcement.

Checking an overcharge

Compare the final invoice with the estimate and the work actually performed. Common disputed entries include:

• Additional packing or unpacking
• Stairs, elevators, long carries, or shuttle vehicles
• Storage and redelivery
• Travel time, fuel, or access fees
• A larger inventory than the one estimated
• A different shipment weight than the one quoted

Ask for the weight tickets, the rate or tariff supporting each charge, and an explanation for every line item you dispute.

A binding estimate generally fixes the price for the listed services, subject to its written terms and charges for services or circumstances that were added or changed. A nonbinding estimate can change based on the actual weight and services. For an interstate move, federal rules generally allow the mover to collect no more than 110 percent of a nonbinding estimate for the estimated services at delivery. Properly due additional amounts are generally billed later under the applicable rules. Services requested after the estimate may be treated separately.

Don't sign a blank document or accept a handwritten price change without reading it. If you pay a disputed amount to obtain delivery, write that the payment is disputed and ask for a receipt. Payment doesn't always waive a claim, but the wording and circumstances can matter.

If the mover won't resolve the problem

Send a short written demand

Give the carrier enough information to identify the move and evaluate the request:

Subject: Written claim and demand for moving shipment
Move date:
Pickup and delivery locations:
Carrier and USDOT number:
Bill of lading number:

I dispute the following charges or loss and damage:
Amount requested:
Documents attached:

Please confirm receipt, provide a claim number, and explain the proposed resolution in writing.

Ask for a defined result, such as repair, replacement, a stated payment, a refund for a service that wasn't performed, or removal of an unsupported charge. You can request a response by a reasonable date, but don't call that date a legal deadline unless the law or contract makes it one.

File an FMCSA complaint for an interstate issue

FMCSA accepts complaints about interstate movers and brokers. Have the USDOT number, company names, dates, origin and destination, bill of lading number, disputed amount, and supporting documents ready. Save the confirmation number.

An FMCSA complaint can help identify regulatory violations and may prompt a company response. It generally doesn't decide how much your damaged furniture is worth or order a refund. Continue with the carrier's formal claim process after filing the complaint.

Use state and local channels for an intrastate move

For a move that stayed within one state, contact the state's transportation regulator, public utilities commission, attorney general, or consumer-protection office as appropriate. Some cities and counties also license movers.

The Better Business Bureau is a private complaint and mediation channel, not a government regulator. It can't force a settlement, and its records don't prove that a mover is licensed or financially responsible.

Ask about payment remedies separately

If you paid by credit card, contact the card issuer promptly and ask whether its billing-dispute process applies to a service that wasn't provided or a charge that doesn't match the agreement. Debit-card, ACH, wire, cash, and check payments follow different procedures and may offer fewer recovery options.

A payment dispute isn't a substitute for a moving claim. Dispute only the amount that genuinely fits the payment provider's process, and keep pursuing the carrier's claim procedure.

Consider arbitration or court

An interstate carrier must provide information about its arbitration program for qualifying disputes. Read that notice before choosing arbitration. Check the filing fee, claim limit, location, evidence rules, whether the result is binding, and whether using the program affects court rights.

Small-claims court may be practical for a modest, well-documented loss. The limit, filing fee, venue rules, and ability to sue an out-of-state business vary by state. Use the carrier's exact legal name, not just its advertising name.

For a larger loss, serious fraud, bodily injury, a written denial, or a disputed arbitration clause, consider consulting a consumer or transportation attorney. A regulator complaint usually doesn't pause a lawsuit deadline. If the mover files bankruptcy, court notices and proof-of-claim deadlines may control what you can recover.

Dates to put on your calendar

Preventing a moving dispute

• Verify the carrier's legal name and USDOT number before booking.
• Ask whether you're dealing with a broker, a carrier, or both.
• Get the inventory, rates, pickup dates, delivery spread, and extra charges in writing.
• Confirm whether the estimate is binding or nonbinding.
• Read the valuation option instead of assuming the mover covers replacement cost.
• List extraordinary-value items when the paperwork requires it.
• Photograph furniture, electronics, serial numbers, and valuable collections before loading.
• Keep passports, medication, cash, jewelry, essential documents, and irreplaceable items with you.
• Don't sign a blank bill of lading, inventory, valuation declaration, or revised estimate.
• Be cautious about a request for full cash payment before the service is performed.
• Confirm the appointment shortly before moving day and save the confirmation.
• Keep the documents until the claim, payment, and any court or arbitration deadline has ended.
• Check whether your renters or homeowners policy provides separate coverage, but don't assume it replaces the mover's protection.

Common questions

Does signing the delivery receipt waive a damage claim?

Not necessarily, particularly for concealed damage or missing items discovered after unloading. It can still make the dispute harder to prove if the receipt says everything arrived in good condition. Record visible problems before signing and report hidden damage promptly.

Is 30 days the deadline to file a moving claim?

No. For an interstate shipment, federal claims rules generally allow nine months to file a written claim. The carrier generally has 30 days to acknowledge the claim. An intrastate move may have a different deadline.

Can FMCSA make the mover pay?

Usually not directly. An FMCSA complaint may support enforcement or prompt a response, but compensation normally comes through the carrier's claim process, a settlement, arbitration, a card issuer, or a court.

Will $0.60 per pound replace a damaged item?

Often it won't, especially for expensive, lightweight property. That calculation generally applies only when released-value protection controls. Full-value protection may provide broader compensation, but it has its own price, exclusions, deductible, and declaration requirements.

Should you choose arbitration or small claims court?

Compare the amount at stake, filing fees, location, speed, appeal rights, and the arbitration terms in your paperwork. Arbitration may be convenient for a qualifying interstate claim. Small claims may be simpler for a local dispute that falls within the state's limit.

What should you do today?

Make the evidence folder, identify the legal carrier, calculate the amount you're requesting, and send a dated written claim or demand using the carrier's required method. Keep proof of delivery and write each response deadline on your calendar.