If your mover damaged your belongings, missed the delivery window, added fees you did not approve, or refuses to release your shipment, start with a written claim rather than a public review. A review may warn other customers, but it usually does not force a refund. The more direct path is to identify the legal carrier, preserve the paperwork, send a specific written claim, and then escalate through the regulator, card issuer, arbitrator, or court that fits your problem.

A complaint and a claim do different jobs. An agency complaint tells regulators what happened. It may lead to an investigation or prompt the company to respond, but it normally does not decide how much money you are owed. Compensation usually comes from a cargo claim, negotiated refund, arbitration award, payment dispute, or court judgment.

1. Identify the move and the company that owes you an answer

The first question is whether the shipment crossed state lines.

• Interstate move: Federal household-goods rules usually apply, especially 49 CFR Parts 370 and 375. The Federal Motor Carrier Safety Administration, or FMCSA, is the main federal complaint channel.
• Intrastate move: If the shipment stayed inside one state, state law controls. The agency may be a transportation regulator, public utilities commission, licensing board, consumer-protection office, or attorney general. Deadlines and remedies can differ sharply.
• Brokered move: The business that quoted you or collected your deposit may not be the company that loaded and delivered the shipment. Keep both names in your complaint file.

Pull the legal names, addresses, USDOT numbers, and claim addresses from the estimate, order for service, bill of lading, inventory, and invoices. Then check the carrier or broker in the FMCSA SAFER System. A brand name on a truck or website is not proof of which entity signed your contract.

For an interstate move, the paperwork should explain the estimate type, valuation selection, pickup and delivery terms, and complaint process. The mover also should have given you the federal pamphlet Your Rights and Responsibilities When You Move before transporting your household goods. The Wisconsin DATCP interstate moving guide provides a government checklist for these documents.

2. Build one evidence file before you argue

Create a single folder with a dated timeline and a short index. Keep the originals. Send copies.

What to save:

• Estimates and revisions, because they show whether the price was binding or non-binding and what services were included.
• Order for service and bill of lading, because they identify the carrier, shipment dates, charges, and delivery terms.
• Inventory and valuation papers, because they show what was packed, missing, damaged, or excluded.
• Photos and video from before packing, loading, delivery, and unpacking.
• Emails, texts, call logs, voicemails, and notes from calls, especially promises, admissions, and delays.
• Receipts and payment records for deposits, final payment, storage, emergency purchases, and disputed charges.
• A one-page timeline. A clean chronology is easier for a claims adjuster, regulator, judge, or card issuer to follow than dozens of scattered screenshots.

Photograph damaged items from several angles and keep the packaging unless doing so creates a safety issue. Write down each item's description, approximate weight, condition, and repair or replacement cost. For missing goods, list each item separately instead of describing the loss as a general shortage.

If you can, note visible damage or missing pieces on the delivery paperwork before signing. If you already signed, submit the written claim anyway and explain when you discovered the problem. Avoid throwing away damaged property or authorizing repairs before asking whether the carrier wants an inspection, unless leaving the item untouched would be dangerous.

3. Notify the mover and file a written claim

A phone call can help when you need immediate assistance, but follow up in writing. Ask the company for:

1. The correct claims address and claim form.
2. The claims representative's name.
3. An inspection date, if one is needed.
4. A line-item explanation of any invoice you dispute.
5. Written confirmation that it received your claim and attachments.

For an interstate loss, damage, or non-delivery claim, federal rules usually require the carrier to receive a written claim within nine months after delivery. If the shipment never arrived, the period generally starts when a reasonable delivery time has passed. This nine-month window applies to the cargo claim. It is not a general deadline for filing an FMCSA complaint.

Use the carrier's claim form if it is available, but do not miss the deadline while waiting for paperwork. A detailed letter can identify the shipment, describe the issue, state the amount you want, and request a remedy. Keep proof that you sent it, such as an email receipt, certified-mail receipt, tracking record, or claims portal confirmation.

A properly filed interstate claim usually follows a known pattern. The carrier generally must acknowledge the claim within 30 days, then pay, deny, or make a firm settlement offer within 120 days. If it needs more time, it should provide written status updates every 60 days.

Demand letter you can adapt

Send this to the carrier's claims department or legal business address. Copy the broker if one was involved.

Subject: Written claim and demand for [amount] - [shipment or order number]

[Your full name] [Address] [Email and phone] [Date]

[Carrier legal name] [Claims department and address]

Re: Moving claim for the move on [date], USDOT number [number]

Dear Claims Representative:

I am submitting a written claim concerning my move from [origin] to [destination] on [date]. The problem is:

[Describe the damage, missing items, delay, overcharge, or refusal to deliver in specific terms.]

I am requesting $[amount]. My calculation is:

[For example: repair cost, replacement cost under the selected valuation, documented delay expenses, or amount charged above the disputed total.]

Attached are copies of my estimate, bill of lading, inventory, photographs, receipts, payment records, and relevant communications. Please acknowledge receipt, provide any additional claim instructions, and arrange an inspection if required.

Please pay or otherwise resolve this claim by [date, such as 14 calendar days from receipt], or explain the basis for any denial in writing. If the issue remains unresolved, I may contact the applicable regulator, pursue available arbitration or court remedies, and dispute any qualifying payment with my card issuer or bank.

Sincerely,

[Your name]

A 14-day response request is a negotiation deadline, not a universal legal deadline. Do not threaten a review as leverage, accuse employees of crimes without evidence, or sign a release that says the dispute is resolved unless you understand what rights you are giving up.

4. Match the rule to your problem

Damaged or missing furniture

The valuation option in your contract may matter more than the item's retail price.

• If you accepted released-value protection, liability is usually limited to $0.60 per pound per article. A 10-pound item could therefore have a $6 valuation limit, even if it cost much more.
• If you paid for full-value protection, the carrier may repair, replace, or pay for the item according to the valuation terms. Deductibles, exclusions, and special rules for items packed by the customer may apply.
• If an item was already damaged, poorly described, or excluded in the inventory, the carrier may dispute responsibility.

Calculate the claim using the valuation language in your paperwork. Do not assume that a full retail refund is available for every damaged item.

Overcharges and hidden fees

Compare the original estimate with every revised estimate and the final invoice. Highlight changes in weight, stairs, packing, storage, bulky items, shuttle service, travel time, and other extra services. Ask for weight records and signed authorization for any added work.

For an interstate move using a non-binding estimate and collect-on-delivery payment terms, the federal 110% rule usually limits what the carrier can require at delivery to 110% of the original non-binding estimate. For example, 110% of a $4,200 estimate is $4,620.

That rule is not a universal cap on the final amount, and it does not automatically apply to every estimate or payment arrangement. Lawful additional charges may still be disputed or collected later under the applicable rules and contract. A binding estimate, prepaid move, or different service arrangement may produce a different result.

If the 110% rule appears to apply, ask for an itemized invoice and cite the estimate type and payment terms in writing. If you pay to obtain delivery, keep the receipt and state in writing that the payment does not resolve your separate overcharge or damage claim, if that reflects your understanding.

Late or incomplete delivery

Find the promised pickup and delivery dates in the estimate, order for service, and bill of lading. Record the actual dates and save receipts for reasonable, documented expenses caused by the delay, such as temporary storage or replacement essentials.

A late delivery does not automatically create a fixed payment. Your contract, the facts of the delay, exclusions, and proof of actual loss all matter. Submit a written claim to the carrier and explain how you calculated each expense.

Movers holding belongings

Do not assume every payment dispute makes a shipment a criminal matter. However, an interstate carrier's refusal to deliver after you offer the amount allowed under the applicable non-binding estimate and delivery rules can raise a federal reasonable-dispatch issue under 49 CFR Part 375.

Ask for an itemized balance and put your offer to pay the amount you believe is properly due in writing. Save texts, call records, invoices, and any statement that delivery will be withheld. Contact the FMCSA consumer protection portal for an interstate complaint. Call local law enforcement if there are threats, immediate safety concerns, suspected theft, or property damage, but understand that officers may treat a contract or lien dispute as a civil matter.

Do not confront a driver or attempt to recover property by force. If you pay under pressure, retain proof of payment and avoid signing a broad release without reading it.

Deposits and cancellations

There is no single nationwide refund rule for every moving deposit or cancellation. Review the cancellation clause, the services actually performed, the timing of your cancellation, and applicable state law. Request an itemized explanation of any amount the company keeps.

If the business misrepresented its identity, license, availability, or services, include those facts in a complaint to the state attorney general and, for an interstate transaction, consider an FMCSA complaint. For suspected fraud or an impersonation scam, submit a report to the FTC's ReportFraud.gov as well.

5. File the complaint with the right agency

Interstate moves: FMCSA

Use the FMCSA consumer protection page for complaints involving an interstate household-goods carrier or broker. Include:

• The legal name, trade name, and USDOT number.
• The broker's information, if different from the carrier.
• Pickup and delivery locations and dates.
• A short chronological description of the problem.
• The estimate, bill of lading, invoice, claim, and key communications.
• The amount paid and the remedy requested.

FMCSA complaints can help identify regulatory violations and may prompt contact with the business. They are not a substitute for the carrier's written claims process, and filing one does not guarantee an individual refund or damages award.

Local moves: state agencies

For an intrastate move, search your state's official website for its household-goods mover regulator. Depending on the state, that may be a public utilities commission, transportation department, consumer-protection office, licensing agency, or attorney general.

Check that agency's deadline before waiting for a response from the company. Do not automatically apply the federal nine-month claim period to a local move. State rules may also control deposit refunds, estimate requirements, licensing, complaint mediation, and court deadlines.

Fraud and deceptive conduct: FTC and state attorney general

Report fake businesses, identity impersonation, false licensing claims, bait-and-switch estimates, stolen deposits, or other suspected fraud through the FTC ReportFraud portal. The FTC collects reports for enforcement and pattern detection; it does not promise to recover an individual consumer's money.

A state attorney general may also accept complaints about deceptive business practices. Describe what happened, identify the business accurately, and attach a short evidence packet rather than sending hundreds of unorganized screenshots.

BBB and public reviews

A BBB complaint or a factual public review may encourage a response, but these channels are voluntary and do not function like a court judgment. State only what your records support. Do not publish private addresses, payment details, or personal information about employees.

6. Consider payment disputes, arbitration, or court

Credit card, debit card, and bank payments

If you paid by credit card, contact the issuer promptly and ask whether its billing-dispute process applies to the portion representing a service not provided or a charge inconsistent with the contract. Card rules can have short deadlines, and the issuer will decide whether the dispute qualifies.

Debit card and bank-transfer procedures differ. Contact the bank quickly, provide the contract and communications, and describe the transaction accurately. Do not report an authorized payment as fraud simply because you now dispute the service or price.

A payment dispute addresses the transaction with the bank or card issuer. It does not determine the mover's separate liability, so continue the written claim.

Arbitration

Interstate movers generally must offer a neutral arbitration program for qualifying loss and damage disputes. If the claim exceeds $10,000, the mover may decline to participate. Fees may be shared between the consumer and mover or allocated under the program's rules.

Ask whether your overcharge, delay, or cancellation dispute qualifies. Read the arbitration terms to see whether the decision is binding, how fees work, and how to request the process. Filing an agency complaint does not automatically preserve every court deadline.

Small claims court

Small claims may be practical for a modest, well-documented dispute. Limits, filing fees, service requirements, venue, and time limits vary by state. Use the legal business name from the contract, identify the correct defendant, and serve the company as the court requires.

Bring the estimate, bill of lading, inventory, valuation selection, photos, invoices, payment records, demand letter, proof of delivery, and a one-page timeline. If the amount is high, the company is threatening a lien, someone was injured, or the contract contains a complicated arbitration clause, consider consulting a licensed attorney in the relevant state.

Frequently asked questions

Does an FMCSA complaint automatically get a refund?

No. It may help regulators investigate an interstate mover or broker, but a refund usually comes from the carrier's claim process, a settlement, arbitration, a payment dispute, or a court order.

How long do I have to file a moving damage claim?

For an interstate shipment, a written claim usually must be received within nine months after delivery, or after a reasonable delivery time has elapsed if the shipment was never delivered. Local-move deadlines depend on state law and the contract.

Can a mover charge more than 110% of the estimate?

The federal 110% delivery rule usually applies to an interstate move with a non-binding estimate and collect-on-delivery terms. It does not automatically apply to every estimate or payment arrangement, and it does not erase every later charge.

What if the mover was a broker?

Send the cargo claim to the carrier named on the bill of lading and copy the broker. Include both legal names, USDOT numbers, payment records, and all communications so the agency can distinguish who quoted, contracted, collected, loaded, and delivered.

Official starting points

• FMCSA consumer protection: Interstate mover information and the federal complaint route.
• FMCSA SAFER System: Carrier and broker identity checks using a USDOT number.
• Wisconsin DATCP interstate moving guidance: Government guidance on interstate mover documents and consumer protections.
• FTC ReportFraud.gov: Reports of suspected scams and deceptive conduct.

Do this next

Locate your bill of lading and estimate. Identify whether the move was interstate. Calculate the amount you are claiming, then send the carrier a written claim with copies of your evidence. Calendar the applicable claim, complaint, and court deadlines. If the response is incomplete or the conduct suggests a regulatory violation, file with FMCSA or your state regulator.