Moving Company Disputes: Damage, Delays and Hostage Load Scams

Moving problems are common: price increases, late deliveries, damage and, in the worst cases, movers refusing to unload until you pay more.

Before you hire

• Get written, binding or not-to-exceed estimates.
• Check licensing and complaints, and for interstate moves federal registration.
• Ask about liability coverage and options for full-value protection.
• Read the bill of lading carefully.

If goods are damaged or missing

1. Note problems on the delivery paperwork before signing.
2. Photograph damage and keep packaging.
3. File a written claim within the time stated in your contract.
4. Keep receipts and an inventory.
5. Escalate to regulators or small claims court if the mover denies a valid claim.

Hostage load and price hikes

A mover that demands much more than the estimate or refuses to deliver may be violating the law. Document the demand, contact the mover in writing and report to your state attorney general, the state moving regulator and, for interstate moves, the federal transportation regulator. Consider police help if goods are being withheld.

Keep a paper trail

• Save the contract, estimates and every message.
• See our guide on writing a complaint letter.

Know who regulates your move

Interstate moves are regulated by a federal agency that sets rules for estimates, liability and dispute procedures. Moves within a state are usually regulated by the state, often through a public utilities commission or consumer protection agency. Reputable movers register with the appropriate agency and carry insurance. Checking the registration number and complaint history before you hire is one of the best protections.

Estimates and contracts

• Binding estimate: a fixed price for the described goods and services.
• Non-binding estimate: the final cost depends on actual weight or time, subject to limits on increases.
• Not-to-exceed estimate: protects you from paying more than a set amount.
• Read the bill of lading and inventory carefully before signing.
• Never sign blank forms.

Understanding liability and valuation coverage

1. Basic coverage, often called released value, pays a small amount per pound per item, which may be far less than replacement cost.
2. Full-value protection costs more but pays repair, replacement or cash value.
3. Third-party insurance may be available.
4. Your homeowners or renters policy may offer limited protection.
5. Make a written list of valuables and take photos before the move.

Claim process

• Note damage on the inventory and delivery paperwork.
• File a written claim within the time the contract requires, often within months.
• The mover generally must acknowledge and investigate within set time periods.
• Keep receipts for repairs and replacements.
• Escalate to a regulator or small claims court if needed.

Red flags of moving scams

Warning signs include very low phone quotes with no in-home estimate, a demand for a large deposit in cash, a rental truck arriving instead of a company truck, and a mover refusing to put terms in writing. If a mover holds your goods hostage for more money, document everything and contact the regulator and local police. See our guide to writing a complaint letter.

Terms to know

• Bill of lading: the contract between you and the mover.
• Inventory: the list of items moved.
• Binding estimate: a fixed price estimate.
• Released value protection: low-cost basic coverage.
• Full value protection: higher coverage.
• Hostage load: a mover refusing delivery until extra payment.

Checklist for a safer move

1. Get three in-person estimates.
2. Verify registration and complaints.
3. Take photos of valuable items.
4. Pack a box of essentials and valuables yourself.
5. Be present at pickup and delivery.
6. Note damage before signing for delivery.

Frequently asked questions