How to File a Complaint Against a Moving Company

No one likes to feel ripped off after a long move. And if this is what you’re experiencing, let us be the first to say: we’re so sorry this happened to you. The good news? You still have options.

If you believe you’ve been overcharged, scammed, or mistreated by a moving company, it’s important to take action quickly. Filing an official complaint can help resolve your issue and may prevent the company from doing the same thing to someone else.

You can file a complaint in several ways:

1. Contact your moving company directly to request a resolution.
2. Submit a complaint through the Federal Motor Carrier Safety Administration (FMCSA) National Consumer. Complaint Database
3. Reach out to your state’s consumer protection or regulatory agency.
4. Consider arbitration through the American Trucking Associations (ATA) Moving & Storage Conference.

We’ll walk you through a simple four-step process to file a claim against a moving company, when it makes sense to escalate the issue, and when leaving an online review is the better option. We’ll also share expert tips on how to avoid moving scams in the future.

While many formal complaints involve violations of your moving contract, they’re not limited to that. You can also file a complaint if you believe a moving company engaged in deceptive practices, significantly overcharged you, delayed delivery without justification, or held your belongings hostage.

For example, your written estimate promises delivery within 10 days for $1,000, but your shipment is delayed for weeks, or you’re charged far more than the agreed price.

If you’ve experienced poor customer service or questionable business practices that don’t clearly violate your contract, you can still make an impact by warning others. Leaving a public review on platforms like the Better Business Bureau (BBB), Yelp, or Google can help future customers avoid the same situation.

For any loss or damage to your belongings, your first step should be to file a claim directly with your moving company. Most movers are required to offer basic liability coverage and a formal claims process.

You can also check with professional moving organizations like the American Trucking Associations (ATA) Moving & Storage Conference to determine whether your situation qualifies for arbitration or additional dispute resolution options.

We strongly encourage you to file a complaint against a moving company when they violate your contract or engage in deceptive or illegal practices. No one deserves to deal with moving fraud or unethical behavior. Here are some common and valid reasons to file a complaint:

• Late pickup or delivery. Your moving company misses the agreed-upon pickup or delivery date
• Missing or stolen items. Your belongings are lost, damaged beyond repair, or never delivered
• Moving scams. The company takes your deposit but fails to perform the move
• Hostage load situations. Your mover refuses to deliver your belongings until you pay unexpected or inflated charges
• Intentionally slow service. Movers delay the job to increase hourly fees
• Unexpected charges. Your final bill includes fees not outlined in your written estimate or contract

For example, you might pay a large deposit only for the movers to never show up. Or you could be forced to pay thousands more than expected before your belongings are released at delivery.

While customer reviews are helpful for issues like poor communication, misleading advertising, or minor service complaints, more serious problems—like missing items, moving company scams, or charges not listed in your contract—are better handled through a formal complaint.

It’s easy to feel defeated when you’ve reached your limit, and your moving company isn’t willing to resolve your concerns. But don’t give up—you still have options and can take action to file a complaint against a moving company.

There are several ways to move forward:

• Contact your moving company directly to request a resolution
• Submit a complaint through the Federal Motor Carrier Safety Administration (FMCSA) National Consumer Complaint Database
• Reach out to your state’s consumer protection or regulatory agency
• Consider arbitration through the American Trucking Associations (ATA) Moving & Storage Conference

If you’re dealing with issues like overcharges, delayed delivery, lost items, or a moving company scam, taking the right steps can make a difference.

We recommend following a simple four-step process to file a complaint and improve your chances of reaching a resolution with the moving company.

Try to gather as many names, dates, and places as you can if you plan to file a complaint. Specific details can only strengthen your case. You’ll need to provide the following information:

• Your full name, address, and phone number
• Your moving company’s name, address, and contact information
• Pickup and delivery addresses
• Your mover’s USDOT and MC (Motor Carrier) numbers
• A detailed description of your complaint, including names, dates, timelines, and any communication
• Supporting evidence such as photos, contracts, written estimates, receipts, and email or text correspondence

Having clear records of your moving contract, final bill, and any unexpected charges can be especially helpful if you’re filing a formal complaint or pursuing a claim.

Most formal moving complaints require you to show that the company did not honor your written estimate or contract terms. This is especially important in cases involving overcharges, unexpected fees, or billing disputes.

For example, if a moving company quoted you $1,200 but ultimately charged $1,500, you’ll need to reference the price listed in your written estimate or contract. Keep in mind that the type of estimate you signed—binding, non-binding, or binding-not-to-exceed—can affect what the mover is legally allowed to charge.

Having documentation like your estimate, bill of lading, and final invoice will help support your claim and make it easier to prove a violation.

While it may be tempting to immediately file a formal complaint with a regulatory agency, most organizations expect you to first try to resolve the issue directly with your moving company. In many cases, agencies will ask whether you’ve already contacted the mover before they move forward with your complaint.

We know it’s not ideal, but your first step should be to reach out to your moving company and submit a formal complaint or claim. For issues like overcharges, damaged items, or delayed delivery, this gives the company an opportunity to correct the problem.

In some situations, the mover may apologize and offer a resolution, such as a partial refund or settlement.

However, if your moving company denies your claim, ignores your request, or offers a solution you’re not satisfied with, you’ll be in a much stronger position to escalate your complaint to the next level.

If your moving company fails to resolve the issue, you can escalate your complaint to a third-party organization. Before doing so, make sure you’ve gathered all relevant documentation, reviewed your contract carefully, and formally submitted a written complaint or claim to the moving company.

Taking these steps not only strengthens your case but also shows that you’ve made a good-faith effort to resolve the dispute directly.

When you’re ready to move forward, you’ll use the same information you’ve already collected—contracts, estimates, receipts, photos, and communication records—to file a complaint with a third party such as the Federal Motor Carrier Safety Administration (FMCSA) or your state’s consumer protection agency.

The Federal Motor Carrier Safety Administration (FMCSA) is the federal agency that regulates the trucking and interstate moving industry, including companies that transport household goods across state lines.

However, the FMCSA only handles complaints related to interstate moves (when your belongings are transported from one state to another). If your move falls into this category, you can file a complaint through the FMCSA’s National Consumer Complaint Database.

If your move was intrastate (within the same state), your complaint will typically need to be filed with a state-level consumer protection or regulatory agency instead. Each state has its own rules and oversight for local moving companies.

The agency you work with to file a complaint about an in-state move depends on where you live. For example, customers in Alabama can file complaints with the Public Service Commission or Transportation Division, while customers in Wyoming work with the Department of Transportation.

You can find your state’s enforcement agency in FMCSA’s State-Level Enforcement Resources.

The American Trucking Associations (ATA) is a nonprofit trade association representing trucking and moving companies. Many professional movers are members of ATA’s Moving & Storage Conference (MSC) and agree to follow a code of ethics.

ATA offers a couple of ways to address customer concerns:

• Complaints. You can submit a complaint through ATA’s Moving & Storage Conference for issues like shipment delays, poor service, or general disputes that don’t qualify for arbitration. These complaints may be reviewed to determine whether a member company violated industry standards.
• Arbitration. You can request arbitration if you have a dispute involving loss or damage to your belongings, billing disagreements, or unexpected charges after delivery. Arbitration typically involves a filing fee, and a neutral third party will review the evidence and make a decision. Many interstate movers are required to offer an arbitration program for such disputes.

You’ve learned when it makes sense to file a complaint versus leaving an online review. While the approach may differ, both give you a way to speak up after a bad moving experience.

Moving scams aren’t always obvious, but there are ways to protect yourself before anything goes wrong. Here are ten practical tips to avoid moving scams and choose a reputable moving company:

• Shop around. Get at least three written estimates from different moving companies to compare pricing and services
• Check reviews. Spend a few minutes reading customer feedback on sites like the Better Business Bureau, Yelp, and Google
• Verify a physical address. Make sure the company lists a legitimate local address and isn’t operating solely online
• Use a licensed mover. Ask for the company’s USDOT and/or MC number and verify it through the Federal Motor Carrier Safety Administration (FMCSA) database
• Trust your instincts. If a quote seems unusually low or too good to be true, it probably is
• Get everything in writing. Verbal quotes don’t protect you. Make sure your written estimate reflects the agreed price and terms
• Read your contract carefully. Watch for hidden fees, extra charges, and delivery windows before signing
• Document everything. Keep records of estimates, receipts, inventory lists, and communication in case you need to file a claim or complaint
• Request an in-home or virtual survey. Legitimate movers typically assess your belongings before giving an accurate estimate
• Be cautious with deposits. Most reputable movers do not require large upfront deposits. Avoid companies asking for cash-only payments or full payment before delivery

While we hope these tips help you avoid moving fraud and protect your belongings, we also hope you never have to deal with a bad moving experience again.

When you’re ready to plan your next move, don’t leave it to chance. Use Move.org as your trusted partner to compare reputable movers, get transparent quotes, and make confident decisions every step of the way. Every company we recommend is thoroughly vetted through in-depth research and our team’s real-world experience, so you can feel confident you’re choosing a mover you can trust.

Here’s to a smoother, stress-free move next time around.

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1. Federal Motor Carrier Safety Administration, “Protect Your Move”