General Moving FAQs
What if My Mover....FAQs
- What if my mover won't deliver my goods?
- What if my mover increases the agreed price?
- What if my mover disappears with my possessions?
Complaint Tool and Hotline FAQ
- What are some examples of motor carrier and broker complaints?
- What should I include in the complaint?
- How does the complaint process work?
- How do I file a commercial complaint?
- Along with the FMCSA, are there other authorities I should contact to report a fraudulent mover?
When moving, knowing your stuff is critical for noticing and preventing fraud. Below, you’ll find the answers to several frequently asked questions (FAQs) that many people tend to have before, during, and after their move.
General Moving FAQs
What makes a move an interstate move?
An interstate move occurs when a move is between a state and a place outside that state, including outside the United States. It can also be between two places within a state, where travel through another state or place outside the United States is necessary. These moves are governed by FMCSA rules and regulations.
It’s an interstate move if the move:
- Occurs between a place in a state and a place outside that state. This includes other forms of transportation, such as air or rail. As long as goods move across state lines, and involve a mover, it’s an interstate move. The moving truck or van does not have to physically cross a state line for it to be an interstate move.
- Occurs between a place in a state and a place outside the United States.
- Occurs between two places in the same state if the shipment passes through another state.
- Occurs between two places in the same state if the shipment passes through a place outside the United States.
What is the difference between a mover and a broker?
When using services such as Zipmover to choose your carrier, it’s useful to know that some companies are moving brokers.
A moving broker is not a mover. They don’t assume responsibility for, and are not authorized to transport, household goods. They don’t have moving trucks or professional movers, and are required to use only movers that are registered with FMCSA. Think of them as sales teams that book your move and sell it to an actual moving company.
Sometimes a broker is not able to sell a job - perhaps due to low estimates, availability, or resources - in this case you could get stuck without a mover on the day of your move. When you book your move, make sure to ask the company whether they are an actual moving company or broker.
Under FMCSA regulations, all household goods brokers must:
- Be registered with FMCSA.
- Provide you with the FMCSA Your Rights and Responsibilities When You Move booklet and the Ready to Move brochure.
- Provide you with a list of moving companies they use;
- Use only movers that are registered with FMCSA.
- Have a written agreement with movers they use.
- Base binding or non-binding estimates on the tariff of the mover that will transport your shipment.
- Reference in their advertisements their physical business location, MC number, and status as a broker that does not transport household goods but arranges for this service.
- Have the mover that is transporting your shipment perform a physical survey of your household goods if they are within a 50-mile radius of the mover, or its agent's location, whichever is closer. This requirement can be waived.
To check if your chosen broker or mover is registered with FMCSA, or to check their complaint history, you can use an online tool
- Under Important Resources, select "Search Movers/Brokers & Complaint History"
- Complete the form "Search by Company"
- Enter either the broker/mover name, U.S. DOT number or MC number
- Press "Search"
What if My Mover....FAQs
What if my mover won't deliver my goods?
If you have paid 110% of the non-binding estimate, or 100% of the binding estimate, to the mover, and they fail to deliver your goods, this is a violation of Federal regulations. You can file a complaint online or call 1-888-DOT-SAFT (1-888-368-7238).
What if my mover increases the agreed price?
If the mover increases the price after loading the truck, you are not required to pay more than 100% of the binding estimate or 110% of the non-binding estimate. Any additional charges must be billed within 30 days after delivery of your goods.
What if my mover disappears with my possessions?
You should file a complaint online or call 1-888-DOT-SAFT (1-888-368-7238). You could also contact the State Attorney General's office or appropriate enforcement agency in your state.
Complaint Tool and Hotline FAQ
How can my complaint make a difference?
By using the Household Goods Consumer online complaint tool, you can help identify motor carriers and brokers who violate regulations. An investigation may be open, and instances of fraud prevented.
What are some examples of motor carrier and broker complaints?
- Mover is holding shipment hostage for more money than quoted
- Interstate mover/broker doesn’t have the required authority from the FMCSA
- Interstate mover/broker doesn’t have required insurance on file with the FMCSA
- Mover/broker failed to acknowledge, process, and settle loss and damage within 120 days of receipt
- Mover/broker doesn’t belong to a dispute settlement to handle loss and damage claims
- Mover/broker failed to honor agreed pick-up and/or delivery dates without giving proper notice
What should I include in the complaint?
To ensure your complaint is properly received and handled, it should include:
- Your name, address, and telephone number
- The name, address, and telephone number of the mover or broker
- Your shipment’s origin and destination points
- The mover's U.S. DOT and MC numbers, if available
- A brief description of the violations that occurred
How does the complaint process work?
Complaints are entered into the FMCSA’s National Consumer Complaint Database. Here they are used for analytical and statistical purposes. Any complaints are also maintained in carriers' files as part of their permanent record. If FMCSA takes action against the mover or broker, you may be contacted to provide additional information and documentation.
How do I file a commercial complaint?
Complaints can be filed electronically with the Household Goods Consumer Complaint Web Site, or by dialing the toll-free number: 1-888-DOT-SAFT (1-888-368-7238). This is a nationwide toll-free number that can be called between the hours of 8:00 am and 8:00 pm, Monday through Friday, Eastern Time.
Along with the FMCSA, are there other authorities I should contact to report a fraudulent mover?
There are. State attorneys general and consumer affairs agencies are responsible for pursuing suspected moving fraud. You can receive additional help from your state law enforcement resources and these additional consumer resources.