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Frequently Asked Questions (FAQ)

General FAQ about moving

  1. What makes a move an interstate move?
  2. What is the difference between a Broker and a Mover?
  3. MAP-21 Broker and Freight Forwarder Questions and Answers New


What If My Mover ...

  1. Won't Deliver My Goods?
  2. Increases the Agreed Price?
  3. Disappears with My Possessions?

What If My Mover Won't Deliver My Goods?
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).

What If My Mover Increases the Agreed Price?
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.

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 may also contact the State Attorney General's office or appropriate enforcement agency in your State.


FAQ About the Complaint Hotline and Web Site

  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?

How can my call make a difference?
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.

What are some examples of motor carrier and broker complaints?

  • 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.

What should I include in the complaint?

  • 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

How does the complaint process work?
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.

How do I file a commercial complaint?
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 9:00 a.m. and 7:00 p.m. Monday through Friday Eastern Time.


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