How to File a Moving Complaint

If your mover damaged your belongings, lost items, overcharged you, or held your shipment hostage, you have multiple avenues for recourse. Only 5% to 10% of moving scams are reported, which means your complaint matters. This guide walks through each step, from filing directly with the company to escalating to federal regulators, the Surface Transportation Board, and small claims court.

Updated 2026-10-27

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Report a Mover on Trunk

Had a bad experience? Submit your complaint directly to Trunk. Your report gets published on the mover's profile with quoted vs. actual pricing, helping other consumers avoid the same situation. Reports include move date, location, and detailed description. Every submission is reviewed before publication.

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Not All Complaint Paths Are Equal

When you get scammed by a mover, everyone tells you to “file a complaint.” But where you file determines whether anything actually happens. Here is what each path does and does not do.

FMCSA Complaint (nccdb.fmcsa.dot.gov)

File this

Creates an official federal record against the mover's USDOT number. Complaint volume can eventually trigger investigations and fines. However, FMCSA does not resolve individual disputes, does not award compensation, and complaint data is not publicly searchable in aggregate. Most consumers never hear back. Still worth filing because it builds the paper trail regulators need.

Better Business Bureau (BBB)

File this

Public-facing and companies often respond to protect their rating. But BBB ratings can be misleading: Safe Ship Moving Services has a B- rating with 763 complaints. Companies can “resolve” a complaint by simply responding to it, even if nothing changes. A complaint is marked “closed” when the company replies, not when the consumer is made whole. BBB accreditation is paid. Still useful for public visibility and pressuring a response.

State Attorney General

File this

Varies dramatically by state. Florida's AG shut down Gold Standard Moving with $4M+ in judgments and lifetime industry bans. Most state AGs are understaffed and prioritize high-volume patterns over individual cases. Your complaint adds to the pattern. File in both the origin and destination states.

Third-Party Claims Processors

Be cautious

When a mover tells you to “file a claim with our insurance,” they typically direct you to a third-party claims processor like MovingClaims.net. These companies are hired and paid by the mover, not by you. They are not insurance companies (they say so themselves). Their financial incentive is to deny or lowball your claim. Under released value protection ($0.60 per pound), your $2,000 couch gets you $60. Full value protection is better but many consumers never opted in because the mover did not clearly offer it. Filing here is required to preserve your legal rights, but do not expect a fair outcome.

Google and Yelp Reviews

Helps but fragile

Public and searchable, which creates real pressure. But movers fight back: non-disparagement clauses in contracts penalize you for leaving negative reviews. Some movers demand review removal as a condition for releasing your belongings (we have documented cases of this). Fake positive reviews dilute the signal. Movers with 4.8 on Google and 1.0 on Yelp exist because Google's filter is weaker. Your review matters, but it can be buried.

Report on Trunk

Most effective

Your complaint is published permanently on the mover's profile with your quoted vs. actual price, move date, and full description. It cannot be taken down by the mover. It shows up when other consumers search the company name. Reports are cross-referenced across fraud networks, so if your broker and carrier are connected to other scam operations, that connection becomes visible. We track case timelines across multiple entities and over time. Every report we receive strengthens the evidence base for regulators, journalists, and other consumers.

Report a mover on Trunk →

Key Deadlines

These are federal deadlines for interstate moves. Missing them weakens your case significantly.

At deliveryNote all damage on bill of lading, photograph everything

Within 9 monthsFile written claim with moving company (federal deadline)

30 days after filingMover must acknowledge your claim in writing

120 days after filingMover must offer settlement or deny the claim

If unresolvedFile FMCSA complaint, BBB complaint, or pursue small claims court

Step-by-Step Complaint Process

Document Everything

Before filing anything, gather all evidence. The strength of your case depends on documentation.

-Photograph all damaged items from multiple angles, with timestamps
-Save the bill of lading (especially if you noted damage at delivery)
-Keep the signed contract, binding estimate, and any written quotes
-Save all text messages, emails, and voicemails with the moving company
-Collect your inventory list with checkmarks for delivered vs. missing items
-Get repair or replacement cost estimates for damaged items
-Record names of crew members and any witnesses

File a Written Claim with the Moving Company

Deadline: 9 months from delivery date

Your first step is always filing directly with the mover. Federal law requires they respond.

-Write a formal claim letter listing every damaged or missing item
-Include the monetary value of each item and total amount claimed
-Attach all supporting documentation (photos, receipts, estimates)
-Send via certified mail with return receipt (this proves they received it)
-Keep a copy of everything you send
-The mover must acknowledge your claim within 30 days
-The mover must resolve (offer settlement or deny) within 120 days

File an FMCSA Complaint (Interstate Moves)

If the mover does not respond or you are unsatisfied, file with the federal regulator. This applies to movers that cross state lines.

-Go to nccdb.fmcsa.dot.gov to file online
-You will need the mover's USDOT number (found on your contract or at safer.fmcsa.dot.gov)
-Describe the issue clearly: damage, overcharges, hostage load, late delivery, etc.
-Upload supporting documents and photos
-FMCSA logs the complaint against the mover's record
-You can also call the FMCSA hotline: 1-888-368-7238

File FMCSA complaint→

File a BBB Complaint

The Better Business Bureau forwards your complaint to the company and tracks their response. Many movers respond to BBB complaints to protect their rating.

-Search for the moving company at bbb.org
-Click 'File a Complaint' and describe the issue
-Include dates, dollar amounts, and what resolution you want
-Upload supporting documents
-The company has 14 days to respond through the BBB
-If unresolved, the complaint remains on the company's BBB profile permanently

File BBB complaint→

Contact Your State Attorney General (Intrastate Moves)

For moves within a single state, your State Attorney General's consumer protection division handles complaints. FMCSA only covers interstate (cross-state) moves.

-Search '[your state] attorney general consumer complaint' online
-Most states have an online complaint form
-The AG's office can investigate patterns of fraud
-They can issue cease-and-desist orders and pursue legal action
-Also report to your state's public utility commission or transportation authority if your state regulates intrastate movers separately

Small Claims Court

If the mover refuses to pay a valid claim, small claims court is your final option. No lawyer needed.

-Check your county's small claims limit (usually $5,000 to $10,000, some states up to $25,000)
-File in the county where the move originated or the mover's business address
-Filing fees are typically $30 to $100
-Bring all documentation: claim letter, mover's response, photos, contract, bill of lading
-You can also pursue arbitration through the American Moving and Storage Association (AMSA) if the mover participates in their dispute resolution program

What to Include in Your Claim Letter

Your written claim to the moving company should be formal, specific, and include all relevant details. Send it via certified mail.

1.Your full name, current address, phone number, and email
2.The mover's name, address, and USDOT number
3.Your move date, origin address, and destination address
4.Bill of lading number and contract/order number
5.A list of every damaged or missing item with the specific damage described (e.g., "dresser: 6-inch scratch on top surface, broken drawer slide")
6.The dollar amount claimed for each item (repair cost or replacement value)
7.Total amount claimed
8.Attached copies (not originals) of photos, the bill of lading, inventory list, and repair estimates

Common Complaints and Where to File

Issue	File With	Notes
Damaged items	Mover first, then FMCSA/BBB	Must file with mover within 9 months
Missing items	Mover first, then FMCSA/BBB	Check inventory list, file police report if theft suspected
Hostage load (holding items for more $)	FMCSA hotline + local police	Call 1-888-368-7238 immediately. This is illegal.
Overcharges beyond estimate	Mover, then FMCSA	Binding estimates cap charges. Not-to-exceed protects you.
Late delivery	Mover, then BBB	Check contract for guaranteed delivery dates and penalty clauses
Intrastate mover issues	State AG, state PUC/DOT	FMCSA only covers interstate. State agencies handle local movers.

Tips for a Stronger Case

Keep everything in writing

Phone calls are hard to prove. Follow up every phone conversation with an email summarizing what was discussed. Send claims and complaints via certified mail.

File everywhere, not just one place

File with the mover, the FMCSA, the BBB, and your state AG simultaneously. Multiple complaints create pressure and a paper trail that strengthens any legal action.

Do not accept the first offer

Many movers lowball their initial settlement offer. Counter with documented replacement costs. You are not obligated to accept their first number.

Leave honest public reviews

Post factual, detailed reviews on Google, Yelp, and the BBB. Many companies resolve complaints faster once public reviews appear. Stick to facts and avoid emotional language.

How to Avoid Needing to File a Complaint

+Verify the mover's USDOT number at safer.fmcsa.dot.gov before booking
+Read recent reviews on multiple platforms (Google, Yelp, BBB), not just the mover's website
+Get a binding or not-to-exceed quote in writing before booking
+Choose Full Value Protection over Released Value for meaningful coverage
+Use a comparison platform like Trunk to find vetted, licensed movers

See our worst movers list for companies with the most complaints.

Frequently Asked Questions

How long do I have to file a claim with my moving company?+

You have 9 months from the delivery date to file a written claim with your moving company for interstate moves. This is a federal deadline set by FMCSA regulations. File as early as possible. Do not wait until the deadline approaches, because gathering documentation takes time and memories fade.

What is the difference between a claim and a complaint?+

A claim is a formal demand for compensation filed directly with the moving company for lost or damaged items. A complaint is a report filed with a regulatory or consumer protection agency (FMCSA, BBB, State Attorney General) about the mover's conduct. You should file a claim first to seek resolution, then file complaints if the mover fails to respond or resolve fairly.

Can I sue my moving company in small claims court?+

Yes. If the mover does not resolve your claim satisfactorily, you can file in small claims court. Most states have limits between $5,000 and $10,000 (some go up to $25,000). You do not need a lawyer for small claims court. Bring all documentation: photos, the bill of lading, your written claim, the mover's response (or lack of response), and any communication records.

Does filing an FMCSA complaint get my money back?+

Not directly. The FMCSA does not resolve individual disputes or award compensation. However, FMCSA complaints create an official record against the mover's USDOT number. Enough complaints can trigger an investigation, fines, or loss of operating authority. Filing a complaint also strengthens your position if you pursue legal action or arbitration.

What should I do if the mover is holding my belongings hostage?+

This is called a hostage load and it is illegal for interstate movers. Call the FMCSA hotline at 1-888-368-7238 immediately. Also call local law enforcement to file a police report. Document everything with photos and video. If you signed a binding estimate, the mover cannot charge more than 110% of the estimate at delivery. Pay the legally required amount under protest, get a receipt, then pursue the overcharge through the claims process.

How do I file a complaint with the Better Business Bureau?+

Go to bbb.org and search for the moving company. Click 'File a Complaint' and follow the prompts. Include a clear description of the problem, the dates involved, what resolution you want, and any supporting documents. The BBB forwards your complaint to the company, which has 14 days to respond. While the BBB has no legal enforcement power, many companies respond to BBB complaints to protect their rating.

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