A common pattern: a company offers a low price over the phone, loads your belongings, then demands much more money before it will deliver them. The Federal Motor Carrier Safety Administration (FMCSA) lists the signs that usually come first. If you see any of them, its advice is simple: choose a different company.
The warning signs
- A quote without seeing your belongings. The mover or broker gives you a price by phone or online without an in-person or virtual inspection.
- No written estimate. There is no estimate in writing, or the price will only be set after your items are loaded.
- Cash or a large deposit up front. The company wants cash or a large payment before the move.
- Blank documents. You are asked to sign paperwork that has not been filled in.
- No federal booklets. You do not receive the Your Rights and Responsibilities When You Move booklet and the Ready to Move brochure, which movers must provide.
- No real business details. The website shows no local address and no registration or insurance information.
- "Everything is covered." The mover claims its insurance covers all of your belongings.
- A generic greeting. Calls are answered with "Movers" or "Moving company" instead of a business name.
- No real office. The offices or warehouse are in poor condition or do not exist.
- A rental truck arrives. A rented truck shows up instead of the company's own marked vehicle.
- Your load suddenly "grows." The mover claims you have more belongings than estimated.
If the price changes on moving day
If a mover tries to charge more than agreed, or says you have more items than expected, the FMCSA advises you to require a new written estimate that both of you sign before any packing or loading begins.
Federal rules also limit what you can be required to pay at delivery, depending on the type of estimate you signed. Our guide to binding and non-binding estimates explains those limits.
Before you book: look up the company on the FMCSA search tool and read its complaint history. Our step-by-step guide takes about five minutes.
Where to report a problem
File a complaint with the FMCSA Complaint Center or call 1-888-DOT-SAFT (1-888-368-7238). Have the company's name, U.S. DOT and MC numbers, your origin and destination, and a short description of what happened. If your belongings are being held, contact your state Attorney General as well.