General Moving FAQs
What if My Mover....FAQs
Complaint Hotline and Web Site FAQs
1. How can my call make a difference?
2. What are some examples of motor carrier and broker complaints?
3. What should I include in the complaint?
4. How does the complaint process work?
5. How do I file a commercial complaint?
General Moving FAQs
If yours is an Interstate move it will be governed by FMCSA rules and regulations. Check the scenarios below in order to determine if your move is interstate. If you are still unclear about whether or not your move is considered Interstate, check with your mover and state and local authorities for clarification.
Interstate move means transportation of goods in the United States which is between a place in a state and a place outside of that state (including a place outside the United States); or between two places in a state through another state or place outside of the United States.
It is an Interstate move if the move...
1. ...occurs between a place in a state and a place outside of that state (i.e., in another state). Even if other modes of transportation, such as plane or rail (see next example to right), are involved in moving the goods...as long as the goods cross a state line and involve a mover at any point, it is an interstate move, and at least the portion involving the mover is governed by FMCSA rules and regulations. The moving truck or van does not have to physically cross a state line for it to be an interstate move.
2. ...occurs between a place in a state and a place outside of the United States. The intent of the move can define whether the move is interstate. In this example, the move begins outside the state and goes to a warehouse—not the final destination—within the state. Nevertheless, since the move originated outside the state it is characterized as an interstate move.
3. ...occurs between two places in the same state if the shipment passes through a place outside the United States.
4. ...occurs between two places in the same state if the shipment passes through another state.
When you're choosing a mover did you know that some companies are moving brokers?
What is a moving broker?
A moving broker is definitely not a mover. Brokers do not have the operational and logistic capabilities moving companies have. They do not have moving trucks, professional movers, proper moving equipment, and in a lot of cases not much moving experience. Moving brokers are sales teams that book your move and sell it to an actual moving company.
Sometimes the broker is not able to sell the job for various reasons - low estimates, availability, resources and the list goes on - in this case you can get stuck without a mover on the day of your move. Many moving brokers operate from call centers located anywhere in the country.
When you book your move make sure to ask the company to conduct the move whether they are an actual moving company or broker. For example, ABC Moving is a local moving company with an office (and supervisors) close to you that can assist with any problems or concerns that may arise during the moving process. To ensure this, confirm that the company uses their own crews and trucks to pick up your shipment.
Moving Broker Checklist
A household goods broker arranges transportation by connecting people that need their shipment of household goods transported with movers that are capable and willing to transport their shipment for compensation. The broker does not operate the truck, or handle the shipment but does make all the arrangements for the truck and labor to load and unload the shipment. Brokers can provide estimates for service on behalf of motor carriers based on the rates in the motor carrier's tariff.
The Federal Motor Carrier Safety Administration (FMCSA) has strengthened consumer protections when you utilize a broker to arrange for the transportation of your Household Goods. All household goods brokers must:
✓ Be registered with the Federal Motor Carrier Safety Administration (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 the 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 their status as a broker that does not transport household goods but arranges for this service; and
✓ 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. It is your option to waive this requirement.
To check whether your broker or mover is registered with FMCSA and/or check its complaint history, go back to the home page on this website at www.protectyourmove.gov.
- Under Important Resources, select "Search Movers/Brokers & Complaint History"
- Complete the form "Search by Company"
- Enter either the broker/mover name, USDOT Number or MC Number
- Press "Search"
What if My Mover....FAQs
If you have paid the mover 110% of the non-binding estimate or 100% of the binding estimate and the mover fails to deliver your goods, they have violated the Federal regulations for the protection of household good shippers. You should file a complaint online or call 1-888-DOT-SAFT (1-888-368-7238).
If the mover increases the price you are not required to pay more than 100% of the binding estimate or 110% of the non-binding estimate. The mover is required to bill any additional charges 30 days after delivery of your goods.
Complaint Hotline and Web Site FAQ
The toll-free Household Goods Consumer Complaint Hotline is your chance to help identify motor carriers and brokers who are reported to have engaged in violations of the commercial regulations. Read the News Releases to see how consumers' complaints have made a difference.
- My mover is holding my shipment hostage for more money than he quoted me (in excess of 110% of non-binding estimate).
- My (interstate) mover/broker does not have the required authority from the FMCSA (unauthorized operations).
- My (interstate) mover/broker does not have the required insurance on file with the FMCSA (uninsured operations).
- My mover/broker failed to acknowledge, process and settle my loss and damage within 120 days of receipt.
- My mover/broker does not belong to a dispute settlement to handle loss and damage claims.
- My mover/broker failed to honor agreed pick-up and/or delivery dates without giving proper notice.
- Your name, address, and telephone number
- The name, address, and telephone number of the mover/broker
- The origin and destination of your shipment
- The mover's DOT and MC numbers if available
- A short narrative of specific violations alleged
Your complaint will be entered into FMCSA's National Consumer Complaint Database and will be used for analytical and statistical purposes. Your complaint will also be maintained in the carriers' file as part of its permanent record. If FMCSA decides to take enforcement action against the mover/broker you may be contacted to provide additional information and documentation.
File a complaint electronically using the Household Goods Consumer Complaint Web Site or by dialing the toll-free number at 1-888-DOT-SAFT (1-888-368-7238). The HOTLINE is a nationwide toll-free number where consumers, movers and brokers can call between the hours of 8:00 am and 8:00 pm Monday through Friday Eastern Time.