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How to File a Complaint Against a Moving Company
By Jamela Adam MONEY RESEARCH COLLECTIVE
Moving to a new home is exciting! It’s a chance to start fresh, make memories, and settle into the next chapter of your life. But this excitement can quickly turn into gut-wrenching disappointment when your moving company doesn’t meet its obligations or your expectations.
According to BBB Scam Tracker, consumers lost more than $730,000 to moving scams in 2021 — a 216% increase compared to 2020. If you’re one of the many consumers who have fallen victim to deceptive moving businesses, don’t despair! We’ll walk you through the steps to take to file a complaint against them.
Methods to file a complaint against a moving company
Being ripped off after a long day (or week) of moving is frustrating. When you shell out a good chunk of your savings to cover moving costs and hire help, you should receive good value for your money. So if your mover didn’t perform well or live up to its contractual obligations, we advise you to take action by filing a complaint through these avenues:
File a complaint with Federal Motor Carrier Safety Administration (FMCSA)
The Federal Motor Carrier Safety Administration (FMCSA) is the federal government agency responsible for regulating the trucking industry and ensuring the safety of commercial motor vehicles. Though the FMCSA doesn’t have the authority to resolve individual cases, filing a complaint with the agency helps them identify fraudulent movers that need to be investigated.
To file a complaint with FMCSA, fill out their online complaint form or call their hotline at 1-888-368-7238 between 8:00 am and 8:00 pm (Monday through Friday Eastern Time)
Better Business Bureau (BBB)
The Better Business Bureau (BBB) is a nonprofit organization that collects data on businesses and provides ratings to help consumers make informed decisions. They also handle consumer complaints and help resolve disputes.
When you file a formal moving complaint with the BBB, the organization will review your case and see if it meets their acceptance criteria. If it does, they’ll forward your complaint to the moving company within two business days. The Better Business Bureau requires the company to respond within 14 calendar days, or the mover’s BBB rating can take a hit. And if the mover continues to fail to address the issue, the BBB may request a second response.
If the moving company ignores the complaint even after receiving a follow-up letter, the BBB will close the case after 30 calendar days.
Reach out directly to your moving company
Before filing a complaint with an organization like the BBB or FMCSA, contact your moving company directly. We know that interacting with your mover again can be frustrating — especially if you lost large sums of money or precious items. But in most cases, outside agencies will require you to show that you attempted to resolve the dispute directly with the mover. So while it can be tempting to deal with the issue by going through a third party, try your best to work things out with the moving company first.
A legitimate and reputable moving company should respond to your complaint and take steps to address your concerns. But if you’re dealing with scammers, you might not hear back from them. In this case, you may move on to the next step and contact third parties.
Contact the attorney general in your state
Another way to file a complaint against a moving company is by contacting your state’s attorney general’s office. Though a state attorney general can’t provide individual assistance or legal advice, they will use your complaint to determine whether to investigate the moving company.
If you need help finding your state attorney general’s website, use this search bar on usa.gov.
What do you need to file a complaint against a moving company?
Having clear and strong evidence to support your allegations is crucial. Without sufficient details, your moving company or the government agency can dismiss your complaint. Here’s the type of information you should provide to strengthen your case:
- Your full name, phone number, and home address
- The pickup and delivery date of your items
- Your moving company’s USDOT and MC numbers
- Your mover’s business name, address, and phone number
- A detailed description of the breaches of contract or substandard performance
- Documents such as inventory pages, bills of lading, and written estimates
When is it justified to file a complaint against a moving company
Here are some valid reasons to file a complaint against a moving company:
- Your items were stolen or held hostage
- Your items were damaged due to the moving company’s carelessness
- The mover purposefully provided slow service to increase hourly charges
- Your final bill included charges that weren’t in your contract
- The mover took your money and never provided the moving service
- The mover either picked up or delivered your items late
Remember, not every unpleasant experience with a moving company warrants a formal complaint. In many cases, the moving company may be willing to work with you to correct the problem and prevent it from happening again. So unless the mover breaks the terms of your contract or provides significantly subpar service, we encourage you to try to resolve the issue without taking legal action.
You might also leave a negative review with organizations such as Yelp, Trustpilot, or the Better Business Bureau to warn future customers.
How to avoid moving scams?
Unfortunately, moving fraud is more common than we think. A recent study by the Better Business Bureau found that scams are especially rampant in interstate moves. On average, customers submit more than 13,000 complaints each year reporting dishonest moving companies and their deceptive tactics. So how do you avoid moving scams and protect yourself — and your wallet — from fraud? Here are some tips:
- Use a licensed mover: Always check a moving company’s credentials before working with them. You can look up a mover’s registration by inputting their USDOT number in the FMCSA database.
- Read customer reviews: You’ll save yourself a lot of headaches down the road by taking a few minutes to read customer reviews on sites like Trustpilot, Yelp, and the Better Business Bureau.
- Get everything in writing: Many scam artists reel you in with too-good-to-be-true estimates over the phone and then fail to deliver on their promises. Hold moving companies accountable by getting everything in writing. When estimates are recorded in a written contract, the mover is less likely to underdeliver or overcharge.
- Read your contract carefully: Before signing on the dotted line, be sure you understand all the terms and conditions, including any fees for cancellation and changes.
- Get estimates in person: In-person estimates are much more accurate than those given over the phone or through a virtual walk-through. If you can, always obtain an in-person quote to avoid surprises on your bill.
- Know your rights: The FMCSA requires moving companies to provide you with an information packet titled “Your Rights and Responsibilities When You Move” before they offer any service. This booklet gives detailed information about your consumer rights and industry regulations.
Moving scams are a financial nightmare and can cause real emotional distress. But don’t worry. If you do your due diligence and work with a reputable mover, falling victim to scam companies will be much less likely.
File a complaint against moving company FAQs
How can you file a complaint against an intrastate mover?
The FMCSA only handles complaints regarding interstate transport. If your case involves a move within the same state (an intrastate move), contact the attorney general in your state.
You can also file a complaint with a state agency. If you moved from Los Angeles to Santa Barbara, you'd want to contact the California Bureau of Household Goods and Services to file a consumer complaint. You can find your state's enforcement agency on this FMCSA resource page.
Can you get your money back from a moving company?
If you've fallen victim to a moving scam or have received significantly substandard service, cancel the check you sent the company or dispute the charge with your credit card issuer immediately. Though we can't guarantee that your bank or card issuer will help you, it's still worth contacting them and explaining what happened. However, if you paid by cash, the chances of getting your money back might be slim. For this reason alone, it's a good idea to make all payments to movers (except tips) via credit card, debit card, or check.
When you've exhausted all your options, you might want to consider suing your movers in small claims court. Small claims actions generally don't require you to hire an attorney, but it's still not a bad idea to reach out to a legal professional and see if this option makes financial sense for you. Suing a moving company should be your last resort, as legal fees and court costs can quickly add up. Plus, going to court is stressful!
What are the most common complaints about moving companies?
According to the Federal Motor Carrier Safety Administration (FMCSA), some of the most common complaints about moving companies include shipments being held hostage, loss and damaged goods, unlicensed movers, overcharges, and deceptive practices.
Summary of our guide to filing a complaint against a moving company
Though filing complaints against a moving company might resolve your issue, doing so is an emotionally draining hassle. To avoid falling prey to fraudulent business practices in the first place, read online reviews and look for warning signs. If you need help spotting these red flags, the FMCSA has many free educational resources to safeguard your move. By taking precautions and doing your homework, you can find the best moving company for your needs and prevent costly problems down the road.
