How to Escalate Moving Company Issues (FMCSA, State AG, BBB)

How to Escalate Issues with a Moving Company (FMCSA, State AG, BBB)

When a move goes wrong, it can feel personal. Your belongings are late, damaged, or being held “hostage” for extra money you never agreed to. If the moving company refuses to make things right, you’re not stuck—you have powerful tools to escalate your complaint and get help.

This guide walks you step-by-step through how to escalate issues with a moving company using three key channels:

• FMCSA (Federal Motor Carrier Safety Administration)
• Your State Attorney General (AG)
• Better Business Bureau (BBB)

We’ll cover when to use each option, how to prepare your documentation, what to expect after filing, and tips to protect yourself from future moving problems. Whether you’re dealing with a cross-country relocation or a local move gone bad, this roadmap will help you take back control.

Step 1: Try to Resolve the Issue Directly with the Moving Company

Before escalating, you’ll get the best results—and often faster—if you try to resolve the issue directly and in writing.

Gather Your Documentation

Start by organizing every piece of paperwork and proof you have related to your move:

• Signed estimate and/or binding/non-binding contract
• Bill of Lading (the main legal contract for the shipment)
• Inventory sheet(s)
• Receipts and payment records (credit card statements, bank records, etc.)
• Emails, texts, and call logs with the mover or broker
• Photos/videos of your items before and after the move
• Weight tickets (for interstate moves, if applicable)

Having these ready will significantly strengthen your case when you escalate to FMCSA, your State AG, or the BBB.

Send a Formal Written Complaint to the Mover

Use email or certified mail so you have proof of delivery. Clearly state:

• Your full name and contact information
• Move date(s), origin, and destination
• Company name and USDOT/MC number (for interstate movers)
• Exactly what went wrong (late delivery, overcharges, missing items, damages, hostage situation, etc.)
• What you’re requesting (refund amount, delivery, release of goods, repair or replacement, etc.)
• A reasonable deadline for a response (for example, 7–10 business days)

Keep your tone calm and professional, even if you’re frustrated. Assume your email could be read later by an investigator or judge.

When to Move Beyond the Company

If you experience any of the following, it’s time to escalate quickly:

• The company stops responding to your calls or emails
• You are asked to pay more than the agreed amount to get your items back
• Your shipment is significantly delayed without explanation
• You discover you’ve been dealing with an unlicensed or “ghost” mover
• The mover or broker gave you a low estimate and then drastically increased the price on moving day

At this point, you’re ready to involve regulators and consumer agencies.

Step 2: Escalate to FMCSA (For Interstate Moves)

The Federal Motor Carrier Safety Administration (FMCSA) oversees interstate household goods movers and brokers. If your move crosses state lines, FMCSA is one of your most important escalation channels.

When FMCSA Is the Right Place

FMCSA is especially helpful when:

• Your move was interstate (from one state to another)
• You suspect the mover is unlicensed or using a fake USDOT or MC number
• You’re dealing with a hostage load (items held until you pay more)
• There are clear violations of federal regulations (no written estimate, unclear charges, no Bill of Lading, etc.)

How to File a Complaint with FMCSA

You can file an FMCSA complaint in two main ways:

1. Online: Use the National Consumer Complaint Database (NCCDB) at the FMCSA website.
2. By Phone: Call the FMCSA’s toll-free hotline at 1-888-DOT-SAFT (1-888-368-7238).

When filing, be ready to provide:

• Your contact information
• Company name and any “doing business as” (DBA) names
• USDOT and/or MC number (from your estimate, website, or truck)
• Pickup and delivery addresses
• Dates of pickup and expected delivery
• A detailed description of the problem
• Copies or descriptions of key documents (estimates, Bill of Lading, invoices)

What FMCSA Does with Your Complaint

FMCSA does not typically resolve individual disputes like a private mediator, but your complaint is still very important:

• It may be used as evidence in investigations and enforcement actions against the mover.
• It becomes part of the mover’s public safety and complaint record, which affects their reputation.
• FMCSA may contact the company, which can pressure them to respond more seriously.

In cases of hostage loads or serious violations, FMCSA may coordinate with state agencies or law enforcement.

Hostage Loads and Dangerous Situations

If your belongings are being held for payment far above the estimate, or the mover is threatening you, document everything and consider:

• Filing an FMCSA complaint right away
• Contacting your local police or sheriff’s office
• Reaching out to your State Attorney General for immediate assistance

Emphasize if there are essential items involved (medications, medical devices, work equipment, baby items) and keep all communications in writing when possible.

Step 3: Escalate to Your State Attorney General (AG)

Every state has an Attorney General’s office that enforces consumer protection laws. This is especially useful for in-state moves or when there’s fraud, deception, or unfair business practices.

When to Contact the State AG

Consider filing with your State AG if:

• The move was local or intrastate (within one state)
• You’ve been misled or scammed by a broker or mover
• You were given a “too good to be true” estimate that doubled or tripled on moving day
• Your items are being used as leverage to demand more money
• The company uses deceptive business names or fake online reviews

How to File a Complaint with the AG

Most AG offices offer online complaint forms. You can search “[Your State] Attorney General consumer complaint” to find the correct page.

When filing, you’ll generally include:

• Your name, address, and contact info
• Company name, address, phone, and website
• Names of specific individuals you dealt with, if available
• A clear, chronological description of what happened
• Copies of contracts, estimates, receipts, and communications
• The dollar amount you believe you’ve lost or are disputing

What the AG Can Do

The Attorney General’s office may:

• Reach out to the company and request a written response
• Help broker a resolution between you and the mover
• Open a broader investigation if multiple complaints exist
• Take enforcement actions (civil penalties, injunctions) in serious cases

They may not represent you personally like a private attorney, but they can be a strong ally and apply pressure that individual customers often can’t.

Example Timeline for an AG Complaint

Step	Typical Timeframe	What Happens
File Complaint	Day 0	You submit your complaint and documentation online or by mail.
Initial Review	1–3 weeks	AG staff reviews your information and determines whether to open a file.
Company Contacted	2–6 weeks	The AG may send a copy of your complaint to the company for a response.
Response & Mediation	4–12+ weeks	The AG’s office may share the company’s response and attempt informal mediation.
Further Action	Varies	In patterns of abuse or fraud, the AG may pursue broader enforcement actions.

Timelines vary by state and case complexity, but filing early makes it more likely your complaint can help limit your damages and protect others.

Step 4: File a Complaint with the Better Business Bureau (BBB)

The Better Business Bureau is not a government agency, but it plays a powerful role in reputation and resolution. Many companies take BBB complaints very seriously.

Why Use the BBB?

Filing a BBB complaint can help you:

• Pressure the mover to respond and resolve your issue
• Create a public record of your experience, warning other consumers
• See how the company has handled past complaints
• Document your efforts to resolve the issue, which may be useful later

How to File a BBB Complaint

1. Go to the BBB website and search for the moving company by name.
2. Confirm you’re on the correct company profile (similar name scams are common).
3. Click “File a Complaint” and follow the steps.

Include:

• A factual summary of what happened
• Dates, amounts paid, and services promised
• Copies of your written communications and contracts
• Your desired resolution

What to Expect After Filing

The BBB usually:

• Contacts the company and requests a response within a set timeframe (often 14 days)
• Shares the company’s response with you and allows you to reply
• Publishes a summary of the complaint and resolution status on the company’s profile

This public visibility can strongly motivate legitimate companies to make things right. Even if the company does not respond, your complaint helps other consumers choose more wisely.

Comparing FMCSA, State AG, and BBB: Which Should You Use?

In most serious moving disputes, you’ll want to use more than one of these options. Here’s a quick comparison:

Channel	Best For	Type of Power	Applies To
FMCSA	Interstate moves, hostage loads, unlicensed movers	Federal regulatory and enforcement authority	Movers and brokers operating across state lines
State AG	Fraud, deception, intrastate moves, repeat violators	State consumer protection and legal enforcement	Companies operating in that state (local or interstate)
BBB	Reputation pressure, public complaint record, mediation	Reputational, voluntary cooperation	Most businesses, including movers and brokers

For a cross-country move with serious problems, you might:

• File a formal complaint with FMCSA
• Submit a complaint to the AG in your origin and/or destination state
• Post a detailed, factual BBB complaint

Step 5: Consider Small Claims Court or Private Legal Action

If your damages are significant and the company refuses to cooperate, small claims court or hiring an attorney can be a smart next step.

Small Claims Court

Small claims court is designed for individuals to pursue lower-dollar disputes without needing a lawyer.

• Each state sets its own dollar limit (often between $2,500 and $10,000+).
• Filing fees are usually modest.
• You’ll present your evidence (contracts, photos, emails, complaint records) to a judge.

Having already filed with FMCSA, the AG, and BBB shows you made good-faith efforts to resolve the issue, which can help your credibility.

Hiring an Attorney

For larger losses or complex cases, talking with an attorney who specializes in consumer or transportation law can be worthwhile. They can advise whether:

• You have a strong case for breach of contract, fraud, or deceptive practices
• Class action lawsuits exist or may be forming
• You should negotiate, arbitrate, or proceed to court

Bring all your documentation and copies of your complaints to FMCSA, the AG, and BBB to your initial consultation.

Protect Yourself Before Your Next Move

The best time to deal with moving issues is before they happen. Once you’ve been through a bad move, you know how important it is to pick the right company and protect your rights from day one.

How to Vet a Moving Company

• Check licensing: For interstate movers, verify their USDOT and MC numbers on official government sites.
• Read real reviews: Look beyond star ratings and read full stories on multiple sites.
• Watch for brokers: Understand if you’re hiring a broker or an actual carrier—and what that means.
• Get everything in writing: Never rely only on verbal promises.
• Beware of big deposits: Large upfront cash demands are a red flag.

Understand Your Rights

Federal law requires interstate movers to provide you with the pamphlet “Your Rights and Responsibilities When You Move.” It covers topics like:

• Estimates (binding vs. non-binding)
• Liability and valuation coverage
• How to file claims for loss and damage
• Your rights if charges are higher than expected

Take the time to read it before your move, not after there’s a problem.

Why Choosing the Right Mover Matters

Escalating issues is stressful, time-consuming, and emotionally draining. The easiest way to avoid disputes is to choose a professional, reputable moving company from the start—one that values transparency, communication, and customer care.

When you’re planning your next move, consider working with experienced professionals like United Local Movers. A quality mover will:

• Provide clear, detailed written estimates
• Explain all fees and charges up front
• Offer responsive communication throughout your move
• Handle your belongings with care and respect
• Stand behind their work and resolve issues fairly

That way, you’ll spend your time settling into your new home—not fighting to get your belongings or your money back.

Key Takeaways: How to Escalate Issues Effectively

• Document everything from the beginning—contracts, payments, photos, messages.
• Start with the company and give them a fair chance to fix the problem in writing.
• For interstate moves and serious violations, file with FMCSA.
• For fraud and unfair practices, contact your State Attorney General.
• Use the BBB to apply reputational pressure and create a public record.
• If needed, consider small claims court or a private attorney for larger disputes.
• For future moves, vet your mover carefully to avoid repeating the experience.

Moving doesn’t have to be a nightmare. By knowing when and how to escalate issues—and by choosing reputable movers—you can protect your finances, your belongings, and your peace of mind.