Furniture damage, missing boxes, an unexplained bill, and a no-show all call for a paper trail. Start by recording dates, names, promises, charges, and what went wrong.
Phone calls can help. They aren't enough on their own.
The pickup and delivery addresses usually determine the complaint route. An interstate household-goods move brings federal FMCSA rules into play, along with the contract and bill of lading; a move entirely within one state generally follows that state's rules. Identify the carrier, any broker, and the regulator with authority before filing.
This guidance covers domestic moves in the United States. International shipments may also involve customs requirements and foreign law.
Start with the move type
Use the pickup and delivery addresses first. The company's office location doesn't decide the transportation jurisdiction.
| Situation | Main route | What to prepare |
|---|---|---|
| The move crossed a state line | The carrier, then FMCSA's official site | Bill of lading, estimate, claim records, and the carrier's USDOT or MC number |
| The move stayed within one state | The carrier and the state's transportation regulator, public utilities commission, DMV, or attorney general | State-specific complaint and claim documents |
| A broker arranged the service | The broker and the actual carrier | Both contracts, advertisements, payment records, and the carrier named on the bill of lading |
| Goods appear stolen or documents look fraudulent | Law enforcement, followed by the claim and regulatory process | Police report, missing-item list, messages, and payment evidence |
A broker may have arranged the job while a different company transported the goods. The carrier named on the bill of lading is usually the starting point for a loss or damage claim, so check that name carefully.
Know what an FMCSA complaint actually does
FMCSA accepts complaints about interstate movers and brokers. It may use the information for oversight or enforcement, but it doesn't calculate your damages or order a refund.
Send the carrier a written cargo claim anyway. The agency complaint and the cargo claim are separate tracks.
Qualifying interstate household-goods carriers must give shippers notice of a neutral arbitration option. That notice should explain the procedure, applicable costs, and legal effect of choosing arbitration; the arbitrator must be independent. Read the federal arbitration statute before you elect arbitration.
You may see an online 180-day deadline. Don't assume it applies to every FMCSA complaint. File promptly and follow the agency's current intake instructions.
Keep the deadlines straight
These clocks do different jobs. Put each one on your calendar.
| Action | General interstate reference point | Why it matters |
|---|---|---|
| Written loss or damage claim | Generally at least nine months after delivery, or the applicable delivery date for a shipment that never arrives | This protects the cargo claim |
| Carrier acknowledgment | Commonly within 30 days after receiving the written claim | The carrier should confirm receipt or identify missing information |
| Payment, denial, or firm offer | Commonly within 120 days under federal cargo-claim procedures | A complex investigation may require written status updates |
| Civil action on a disallowed cargo claim | Generally at least two years after written disallowance when federal law applies | The period isn't measured simply from moving day |
| FMCSA agency complaint | File as soon as practical under current agency instructions | It isn't a substitute for the cargo claim |
The nine-month period concerns the cargo claim, not every type of complaint. State law may set a different period for an intrastate move, so check the contract and the relevant agency before relying on a date.
Build an evidence file before you argue
Start the file before making another call. To be honest, an orderly record often does more work than an angry conversation. Put everything in date order, keep the originals, and save a copy somewhere outside the carrier's online portal.
Evidence checklist
- Signed estimate, revisions, order for service, bill of lading, inventory, and delivery receipt
- Photos or video from before loading, after delivery, and during unpacking
- Weight tickets, any reweigh request, the final invoice, and payment proof
- Emails, texts, advertisements, call logs, and notes showing promises or changes
- Itemized repair or replacement estimates, receipts, and a police report if property is missing
Send the mover a precise written claim
Find the claims address and submission method on the bill of lading or the carrier's website. Use a delivery method that gives you proof the claim arrived.
List every damaged, lost, or missing item separately. For a billing dispute, name the invoice, state the amount challenged, and show how you calculated your demand. For a no-show, attach the booking confirmation, payment receipt, cancellation messages, and any documented replacement cost the contract allows.
Your letter can be short. It must be specific.
Subject: Written claim for shipment [number]
On [date], my shipment arrived with the following loss or damage: [itemized description].
I am requesting $[amount] for [repair, replacement, refund, or disputed charge]. I have attached the estimate, delivery records, photographs, and supporting receipts.
Please confirm receipt of this written claim and tell me whether you need any additional documents.
Save the sent message and every attachment. Keep a copy outside the carrier's portal.
Challenge an overcharge without losing the paper trail
First identify the estimate's label. Binding and non-binding estimates make different price commitments.
Compare the final invoice with the actual weight, listed services, packing, storage, stairs, shuttle charges, and written changes. Turns out, a large bill might reflect extra work, a weight mistake, or an improper charge; the documents help separate those possibilities.
For certain interstate collect-on-delivery moves under a non-binding estimate, federal rules include a 110 percent protection at delivery. That isn't a universal cap on the final bill. Binding estimates follow different rules.
If weight affects the price, request the weight tickets and a reweigh as soon as possible. Keep the original figures. Keep the mover's response too.
Don't sign a blank receipt or accept an unexplained handwritten change. If the mover threatens to hold your goods, record the amount demanded, time, employee's name, and payment you offered, then contact FMCSA promptly for guidance. Refusing every charge doesn't automatically protect your claim.
Handle damage, loss, or a denied claim
At delivery, write visible damage and missing items on the inventory or delivery paperwork before signing. If unpacking reveals damage later, report it anyway. Thing is, a clean receipt can make the evidence harder to prove, but it isn't a reason to skip a timely written claim.
The valuation option in your signed paperwork may control much of your recovery. When released value protection applies, liability can be limited to $0.60 per pound per article. A 50-pound television could therefore be valued at $30 instead of its retail price. Full-value protection has different repair, replacement, and deductible terms.
Don't discard a damaged item before the carrier has a reasonable chance to inspect it unless it creates a safety risk. Keep repair estimates, purchase records, and photographs. If the carrier denies the claim, ask for the exact reason and the documents used to reach that decision.
Missing property may warrant a police report, especially if you suspect theft. The report documents the event, but it doesn't guarantee payment. Include the missing-item list with your written claim to the carrier.
Choose the right outside complaint route
The move type and the result you want should guide the escalation route.
Interstate carrier or broker
Use FMCSA for a complaint about an interstate carrier or broker. Include the legal business name, USDOT or MC number, pickup and delivery states, dates, amount disputed, and what you already did to resolve the matter.
Keep the account factual and chronological. Ask for a concrete result, such as a corrected invoice, payment for listed damage, return of a deposit, or an explanation for missing goods.
Move entirely within one state
Find the state agency that regulates household-goods movers. Depending on the state, it may be a transportation department, public utilities commission, DMV, or attorney general.
State procedures vary. New York State's moving guidance says a mover must acknowledge a written claim within 30 days and resolve it in writing within 120 days. Those New York deadlines don't automatically apply to a move in another state.
A state agency may investigate or mediate. It may not be able to award the full amount you request.
BBB and fraud reports
The BBB is a private complaint and mediation channel, not a government regulator. A company may respond, but the result is generally voluntary and nonbinding.
Thing is, suspected fraud may need a different report. Contact law enforcement and the appropriate consumer-fraud agency, and keep each report number for later correspondence. Public reviews should leave out private account and identity information.
Consider arbitration or court
Arbitration may help when a direct claim has stalled. For a qualifying interstate dispute, the carrier's notice should explain the procedure, possible costs, the arbitrator's independence, and the legal effect of the decision.
Read that notice closely. Choosing arbitration can affect later court options, and an FMCSA complaint doesn't automatically pause a court deadline.
Small claims court may fit a modest dispute. Check your state's dollar limit, filing location, service rules, and deadline before filing. Bring the contract, claim, photographs, estimates, payment proof, and the mover's response. Limits vary widely, so there is no nationwide $5,000 or $10,000 rule.
A high-value claim or a dispute over arbitration rights may justify advice from a licensed attorney in the relevant state.
A practical filing sequence
Use this order so the paperwork stays together:
- Build a dated timeline from booking through delivery, including promises, charges, and missed deadlines.
- Decide whether the move was interstate or intrastate, and separate the broker from the carrier.
- Collect the estimate, bill of lading, inventory, delivery receipt, photographs, invoices, and messages.
- Send a written claim or demand to the correct company through a trackable method.
- Calendar the response date and applicable claim deadline. For an interstate cargo claim, verify the nine-month period.
- If the written process fails, file with FMCSA or the proper state agency. Then check arbitration and court rules before escalating.
Questions readers usually ask
Is filing with FMCSA enough to recover money?
Usually, no. An FMCSA complaint and a written cargo claim do different jobs. File both when both routes apply.
Does the 180-day rule apply to every moving complaint?
No. It isn't a universal FMCSA complaint deadline. Interstate cargo claims generally use a different filing period, while state complaints follow state procedures.
What if the mover was local?
Start with the mover and the state agency that regulates intrastate household-goods transportation. The correct agency and deadline depend on the state.
Should I complain to the BBB first?
You can, but you don't have to. A BBB complaint doesn't replace a timely claim, regulatory report, arbitration request, or lawsuit.
Can I still claim damage after signing the delivery receipt?
Often, yes, if you meet the applicable deadline and can prove the loss. A signed receipt may affect the evidence, so report the problem as soon as you find it.
Your next step
Find the bill of lading now. Write the timeline, calculate the amount you seek, and send the carrier a written claim with its supporting documents. Put the applicable deadline on your calendar, then reuse that factual packet for FMCSA or your state regulator if the carrier doesn't resolve the matter.