Start with the documents, not the argument

When a mover overcharges you, loses or damages belongings, cancels, or fails to show up, the strongest first step is a written dispute tied to evidence. Get the signed estimate, bill of lading, inventory, photos, receipts, and payment records in one file before deciding whether to seek a refund, cargo claim, regulator complaint, arbitration, or small-claims judgment.

The rules that matter depend on the move:

• Interstate household-goods moves: Federal rules cover estimates, valuation options, delivery payments, and other consumer protections. See 49 CFR Part 375.
• Moves inside one state: State transportation, consumer-protection, and contract law usually control. Requirements vary.
• Brokered moves: Look at the bill of lading for the legal carrier's name and claims address. Copy the broker, but send the formal transport claim to the carrier named in the transport documents.

Treat this as U.S. consumer information, not legal advice. A complaint to a regulator is also different from a claim asking the mover to pay you.

Choose the remedy that matches the harm

Keep the demand focused. Name the amount you want, show the math, and attach the documents that prove it.

Build a claim file before you negotiate

Create a timeline with the quote date, pickup and delivery dates, payments, changes to the order, damage discoveries, and every contact with the company. Save emails and text threads in their original form when possible. Screenshots can leave out context.

Your file should include:

• Signed estimate, order for service, bill of lading, and inventory
• The mover's legal name, USDOT number, broker information, and claims address
• Photos or video taken before pickup and after delivery
• Delivery receipts and any descriptive inventory or exception report
• Receipts, appraisals, repair estimates, replacement prices, and storage invoices
• Credit-card, debit-card, check, wire, or payment-app records
• Names of witnesses and notes from calls
• Copies of every letter, email, claim form, and delivery confirmation

Don't discard broken items, packaging, labels, or parts until the claim is inspected or resolved. If an emergency repair is unavoidable, photograph the condition first and keep the invoice.

Interstate cargo deadlines

For an interstate loss or damage claim, federal cargo-claim procedures generally require a written claim within nine months after delivery. The carrier generally must acknowledge a written claim within 30 days and pay, deny, or make a firm settlement offer within 120 days.

These deadlines are for cargo claims. They don't automatically control every overcharge, deposit, cancellation, or no-show dispute. Contract terms and state law may set different limits. Send the claim to the address and by the method shown on the bill of lading or claims instructions. A call can help create a record, but it shouldn't be your only notice.

The Surface Transportation Board's guidance on lost or damaged household goods explains that a denied claim may require arbitration or a lawsuit.

Overcharges: compare the estimate and invoice line by line

Make two columns:

1. What the signed estimate or contract says.
2. What the final invoice charges.

For each difference, identify whether it came from a written change, an extra service you requested, a different shipment weight, storage, packing, stairs, a long carry, or another stated charge. Ask the mover to identify the contractual basis for any fee you don't recognize.

Binding estimates

A binding estimate is generally the agreed charge for the listed services and shipment conditions. For an interstate move, federal consumer information says the shipper is expected to pay the amount on the binding estimate at delivery, subject to documented changes permitted by the paperwork.

That doesn't give the mover room to add services that were never agreed to. Ask for any change order or signed authorization the mover relies on. Don't sign a blank inventory, change order, or invoice.

Non-binding estimates and the 110 percent rule

A non-binding estimate can change because final charges may be based on actual weight and services. For an interstate move, the mover generally may not collect more than 110 percent of the non-binding estimate at delivery under federal consumer rules.

That isn't necessarily a 10 percent cap on the final bill. It limits what can be collected at delivery. A remaining balance may be billed later under the applicable rules. Ask for the final weight ticket, rate schedule, service records, and an itemized invoice.

If the mover demands more than the permitted amount before unloading, document the demand and seek prompt advice from the relevant regulator, a consumer attorney, or the court. Refusing to pay the entire bill can create delivery, storage, or lien problems, so don't treat that as a risk-free move.

Put the refund request in writing

Your letter should identify:

• The estimate type and number
• The amount billed and the amount you believe is proper
• Each disputed line item
• The refund or credit requested
• The documents attached
• A reasonable date for a written response

If you paid by credit card, ask the card issuer promptly about its billing-dispute process. Provide the contract, invoice, written dispute, and communications. A card dispute is a separate payment-system process. It isn't a guaranteed ruling that the mover breached the contract. Debit, prepaid, wire, and payment-app protections can work differently.

Lost or damaged belongings: make the claim specific

At delivery, inspect the shipment before signing if time and conditions permit. List visible damage on the descriptive inventory or exception report, photograph the item and packaging, and note missing boxes or pieces. If damage appears later, report it in writing as soon as possible.

A useful cargo claim includes:

• The item name, inventory number, and condition before pickup
• A description of the loss or damage
• The date and location where you discovered it
• The amount requested for repair, replacement, or another permitted remedy
• Photos, receipts, appraisals, repair estimates, and delivery records
• The valuation option selected for the move

Valuation controls the likely payout

The mover's estimate should explain two liability choices:

• Full Value Protection: Depending on the mover's terms, the remedy may involve repair, replacement, or payment based on the covered value. Check for deductibles, declared values, exclusions, and special conditions.
• Waiver of Full Value Protection or released value: The federal consumer information describes coverage limited to 60 cents per pound per article.

Released value is based on weight, not the item's purchase price. Under that calculation:

• A 20-pound television could produce only $12 of coverage.
• A 10-pound marble statue could produce only $6.

Items worth more than $100 per pound may require a declaration of extraordinary or unusual value. Ask the mover how to list those items before pickup and keep a copy of the declaration with the bill of lading.

Don't describe a claim as full-value compensation until you confirm which option you selected. The valuation section of the bill of lading can change the recoverable amount significantly.

If the claim is denied

If the mover denies all or part of a claim, request an item-by-item explanation. Ask whether the decision relies on the valuation option, an exclusion, pre-existing damage, inadequate packaging, or another contract provision.

Compare that explanation with your photos and delivery records. If the dispute remains unresolved, review the mover's arbitration program and consider small claims or another court with jurisdiction. The STB notes that a lawsuit or arbitration may be necessary after a denial.

Cancellations, deposits, and no-shows

There isn't a universal federal rule that every mover may charge only 20 percent of an estimate or that every cancellation made more than 72 hours in advance automatically earns a refund. Deposit and cancellation rights can depend on the contract, the services already performed, and state law.

You canceled

Send the cancellation in writing immediately and keep proof of delivery. Ask the mover to identify:

• The exact cancellation clause
• The amount retained
• Services already performed
• Any documented, non-refundable cost
• The date and method of any promised refund

If the company says the deposit is nonrefundable, ask for the contractual basis rather than relying on a general rule found online.

The mover didn't show

Save the order for service, scheduled pickup window, messages, call logs, and proof that the mover failed to appear. If you hire a replacement mover or incur storage, lodging, delivery, or lease-related costs, keep receipts and explain why each cost resulted from the no-show.

Try to limit avoidable losses when practical, but don't assume every replacement expense is automatically recoverable. The contract, state law, proof of causation, and any applicable limits will matter.

Complaints work best as escalation

For a move involving interstate transportation, submit relevant conduct to the FMCSA's Protect Your Move site. Include the mover's legal name, USDOT number, dates, route, amount in dispute, and organized attachments.

An FMCSA complaint can put regulatory attention on misleading estimates, delivery problems, or other violations. It doesn't automatically order a refund or replace a formal cargo claim, arbitration, or court case.

For an intrastate move, contact the official transportation regulator, public utility commission, consumer-protection office, or attorney general in the state where the move occurred. Check that agency's current filing requirements and jurisdiction before submitting. A state complaint may be useful even when the agency cannot award your full private damages.

Arbitration, small claims, or a lawyer

Interstate movers must provide information about their arbitration program, but that doesn't mean every issue must be arbitrated. Read the actual agreement before paying a filing fee or abandoning a court option.

For small claims, prepare a short chronology and bring the signed contract, invoice, photos, claim correspondence, payment proof, and repair or replacement evidence. Use the company's correct legal name, not only its brand name. Court limits, filing locations, and service rules vary by state.

Written dispute and claim template

Adapt this letter to the documents for your move. For a loss or damage claim, use the carrier's official claim form as well if its paperwork requires one.

Subject: Written dispute and claim for move on [date], order [number]

Dear [mover or claims department],

I dispute [specific charge, cancellation fee, lost item, or damage] relating to my move from [origin] to [destination].

The amount billed or claimed is $[amount]. I believe $[amount] is owed because [brief explanation tied to the estimate, bill of lading, inventory, or contract clause].

For lost or damaged property, this letter is my written claim for [item and inventory number]. I request [repair, replacement, or payment] of $[amount]. The selected valuation option appears to be [option, if known].

Attached are [estimate, bill of lading, inventory, photographs, receipts, repair estimate, payment record, and communications].

Please confirm receipt and provide an itemized written response. Send the requested refund or payment to [payment details or mailing address], or explain the specific contractual basis for any denial.

Sincerely, [name] [address] [phone and email]

Send the letter to the claims or billing address shown in the transport documents. Use a trackable delivery method and keep the complete packet.

Common sticking points

Does the 110 percent rule cap the final bill?

No. For an interstate move, it generally limits what the mover may collect at delivery on a non-binding estimate. It doesn't automatically cap later charges.

Will an FMCSA complaint get my money back?

Not necessarily. It may create a regulatory record or prompt agency attention, but a private refund or damage award may still require negotiation, arbitration, or court action.

Does 60 cents per pound cover the item's actual value?

No. It's a weight-based liability level. A valuable, lightweight item may receive far less than its market price unless another valuation option applies.

Is there a nationwide cancellation or deposit refund rule?

Not one that can safely be applied to every move. Read the cancellation clause and check the law of the relevant state. Send your request promptly and ask the mover to itemize any retained deposit.

Can I take a moving company to small claims court?

Usually, if the dispute fits the court's dollar limit, deadline, venue, and service rules. Confirm the correct legal defendant and preserve your documents before filing.

Pull the signed estimate and bill of lading now, calculate the disputed amount, and send the written claim to the correct company address.