How to File a Complaint Against a Moving Company

If, despite your best efforts, you encounter issues with a moving company, knowing how to file a complaint effectively is crucial.

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How to Verify a Moving Company’s Legitimacy (General Guidance)

This process allows you to seek resolution for disputes, report fraudulent activities, and contribute to the accountability of the moving industry.

For interstate movers, the primary authority is the Federal Motor Carrier Safety Administration (FMCSA).

Steps to File a Complaint:

• Gather All Documentation: Before initiating any complaint, collect all relevant paperwork and evidence. This includes:

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  • Your written estimate and bill of lading (the contract for your move).
  • Any inventory lists.
  • Photos or videos of damaged items, or property damage.
  • Emails, texts, or call logs documenting your communication with the mover.
  • Receipts for any unexpected expenses incurred due to the mover’s actions (e.g., temporary housing, replacement items).
  • Copies of any checks or payment records.

• Contact the Moving Company Directly: The first step should always be to attempt to resolve the issue directly with the moving company.

  • Action: Communicate your complaint in writing (email is preferable for documentation) to their customer service or claims department. Clearly state the problem, what resolution you seek, and provide a reasonable deadline for their response. Refer to your contract and their policies.
  • Insight: Many companies have a formal dispute resolution process outlined in their contract or on their website (like Midlandvanlines.com’s Cancellation Policy implies internal procedures).
• File a Complaint with the Federal Motor Carrier Safety Administration (FMCSA): For interstate moves (moves across state lines), the FMCSA is the federal agency responsible for consumer protection against fraudulent or negligent moving companies.

  • Action: Visit the FMCSA National Consumer Complaint Database. You’ll need the mover’s USDOT number or name. The FMCSA will log your complaint and can help mediate disputes. They also use complaints to identify patterns of misconduct and take enforcement actions against unscrupulous movers.
  • Significance: FMCSA complaints contribute to a mover’s public record and can impact their safety rating, which is visible on the SAFER system. In 2022, the FMCSA received over 6,000 complaints against household goods movers, indicating the scale of issues consumers face.

• File a Complaint with the Better Business Bureau (BBB): The BBB is a non-profit organization that helps consumers resolve disputes with businesses.

  • Action: Go to BBB.org and search for the moving company. You can file a complaint directly through their website. The BBB will forward your complaint to the company and request a response, attempting to mediate a resolution. The complaint and the company’s response (or lack thereof) become part of their public profile.

• Contact Your State Consumer Protection Agency/Attorney General: How to Verify a Moving Company’s Legitimacy (General Guidance)

  • Action: For local moves or additional leverage, your state’s Attorney General’s office or consumer protection division can also investigate complaints against businesses operating within their jurisdiction. Search online for “[Your State] Attorney General consumer complaint.”

• Consider Legal Action (Last Resort): If other avenues fail, you might consider pursuing legal action, especially for significant damages or losses.

  • Action: Consult with an attorney specializing in consumer law or contract disputes. For smaller claims, small claims court might be an option.

• Leave Online Reviews: Sharing your experience on public review platforms (Google, Yelp, social media) can warn other consumers and sometimes prompt the company to address your issue.

  • Caution: Stick to factual accounts of your experience to avoid libel.

By diligently following these steps, you not only increase your chances of resolving your specific issue but also contribute to a more transparent and accountable moving industry for everyone.

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