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A cracked sofa. A missing box. A fuel surcharge that appeared after the truck was empty. Those problems all start with the same move: put your claim in writing and send it to the carrier. Keep proof. Then pick the right regulator. Interstate moves follow federal claim rules in 49 CFR Part 370. Those rules set the clock. Moves inside one state usually go to a state public utility commission or attorney general. Wrong office, wrong weeks.

The first days matter most. Phone photos vanish. Boxes get tossed. The person who took your call forgets the details. Write down names, times, and dollar amounts while they are fresh.

Split interstate from local first

Ask one question before anything else: did the truck cross a state line? Yes means federal rules generally apply, and the carrier is usually regulated by the Federal Motor Carrier Safety Administration, or FMCSA. No means FMCSA usually won't take the case. A state public utility commission, transportation department, or attorney general may. Filing in the wrong lane can burn weeks.

BBB complaints can sting a company's reputation. They don't enforce federal moving rules. FMCSA can investigate an interstate carrier, but it won't referee a purely local move. Save copies of every message you send.

The federal clock: nine months, then 30, 120, and 60 days

The process starts in 49 CFR Part 370. For damage, late delivery, or a lost item, send a written claim to the carrier within nine months of delivery. If nothing arrived, count from the date delivery should have happened. Nine months sounds generous. It isn't. Miss it and a strong claim can die.

A proper written claim triggers two deadlines. The carrier must acknowledge it within 30 days. Then it has 120 days to pay, deny, or offer a compromise settlement. If the claim stays open past 120 days, the carrier owes you a written status update every 60 days. Put those dates in your calendar.

Why an $800 TV can turn into $12

Turns out, basic mover liability is not insurance. Under default released value, the cap is usually $0.60 per pound per item. The Surface Transportation Board uses a 20-pound flat-screen TV as an example. That works out to $12. The TV may cost $800. Weight controls.

Full Value Protection changes the math. The mover must repair, replace, or pay a cash settlement based on the coverage level you chose, as described in Your Rights and Responsibilities When You Move. That coverage costs extra. It may carry a deductible.

High-value items need special attention. The bill of lading may include a Declaration of Article(s) of Extraordinary (Unusual) Value. Use it for items worth more than $100 per pound. Skip that declaration and the weight cap can leave you with a tiny check.

A claim asks for money. A complaint asks for an investigation.

Those are different jobs. Some situations need both. The claim comes first. Build a file before you write it.

Keep these records:

You want the adjuster to see the same table leg, the same cracked corner, the same box number, and the same date on every page, because without that thread the carrier can treat each piece as a separate story and pay only the part it likes. If you saw damage at delivery, note it on the bill of lading before signing. A clean signature doesn't kill the claim. It just means the rest of your evidence carries more weight.

How to file the written claim

  1. Send a written claim to the carrier, not just a customer service email. Include your move number, bill of lading number, delivery date, and a clear dollar amount.
  2. Attach the evidence packet. Number each photo and estimate so the adjuster can match it to the inventory.
  3. Use a trackable method. Certified mail works. Email is faster, but save the sent message and delivery confirmation.
  4. Keep a claim log. Write down every call, email, and promise. Note the date and the person's name. That sounds boring. Do it anyway.
  5. Calendar the federal deadlines. The 30-day acknowledgment and 120-day decision window run from receipt of a proper claim.
  6. If the carrier denies the claim, ask for the denial in writing. A vague denial is hard to challenge. You still need it for escalation.

A short letter can say: "I am filing a claim for damage to item #14, a walnut dining table, under bill of lading #12345. The pre-move inventory noted no damage. The attached repair estimate is $450. I request $450."

If the carrier stalls or denies the claim

If the carrier misses the 30-day acknowledgment or the 120-day decision, don't wait. File a complaint with FMCSA for an interstate move. The agency's enforcement work covers fraudulent household goods movers and brokers, as shown in its crackdown announcement. For a local move, contact your state public utility commission or attorney general.

The BBB is not a regulator. It can still help. Many companies respond because the complaint becomes public. Use it beside the regulator, not instead of one.

Thing is, a regulator may investigate a pattern of conduct. It usually won't award you individual compensation. Your money still comes from the carrier's claim process, a settlement, arbitration, or court.

Arbitration and small claims

Federal rules require interstate movers to give you notice about neutral arbitration before you sign the bill of lading. That requirement appears in 49 CFR Part 375 Subpart B. Read the notice before signing. Arbitration can be faster and cheaper than court. It may limit your ability to appeal.

If the carrier denies the claim and arbitration does not resolve it, the STB notes that you may need to file a lawsuit or pursue arbitration to obtain compensation. Small claims court can handle lower-dollar disputes. The limit varies by state. Check your local court rules before filing. Bring the contract, claim, denial, and every photo.

If the mover won't unload until you pay more

The official guide says you should pay 100 percent of a binding estimate or 110 percent of a non-binding estimate at delivery. If a mover demands more before releasing your goods, don't hand over cash. Write down the demand. Pay by a traceable method if you must get your belongings back. Then file a complaint with FMCSA and your state regulator. Keep the receipt and any text or email showing the extra demand.

Broker scams and red flags

A broker arranges the move. A carrier does the moving. If you hired a broker, get the carrier's legal name and USDOT number in writing. Ask before moving day. A legitimate broker shouldn't hide the company that will show up.

Watch for these signs:

If you suspect fraud, report it to FMCSA and your state attorney general. If you paid by card and the service was not delivered as agreed, dispute the charge with your card issuer.

FAQ

How long do I have to file a moving claim?

For an interstate move, the written claim generally must reach the carrier within nine months of delivery, or within nine months of when delivery should have occurred. File sooner. Evidence is easier to collect while the move is fresh.

Is the BBB enough?

No. The BBB can create public pressure. It doesn't enforce federal moving rules. File with FMCSA or your state regulator as well.

Can I recover the full value of a damaged TV?

Only if your coverage supports it. Under default released value, the cap is often $0.60 per pound. Full Value Protection or a proper Declaration of Extraordinary Value can change the math.

What if the mover denies everything?

Ask for the denial in writing. Then escalate to the regulator. Review the arbitration notice. Consider small claims court for smaller losses. For high-value or complex disputes, talk to a consumer law attorney.

Start with a written claim today. Put the dollar amount in the first paragraph. Attach the photos. Send it tracked. The deadline won't wait. A clear paper trail gives every later complaint a stronger foundation.