How To File A Complaint With FMCSA

Filing a complaint with the FMCSA is straightforward and can help resolve issues with interstate moving companies. Here's what you need to know:

• What You Can Report: Lost or damaged items, delivery delays, extra charges, or unlicensed movers.
• Who Can File: Complaints are only for interstate moves (crossing state lines). Intrastate moves fall under state agencies.
• How to File: Submit your complaint online via the FMCSA NCCDB Portal or call 1-888-DOT-SAFT (1-888-368-7238).
• Documentation Needed: Include the moving company’s details, your Bill of Lading, receipts, communication records, and proof of damages or losses.
• Deadline: File your complaint within 18 months of the incident.

Having all your documents ready ensures a smoother process. The FMCSA uses complaints to enforce regulations and protect consumers. If your issue falls outside FMCSA's jurisdiction, contact your state's consumer protection agency.

Valid Reasons to File FMCSA Complaints

Common Moving Violations

If you're considering filing a complaint with the FMCSA, make sure your issue falls under these typical violations:

• Significant Delivery Delays: If your belongings aren't delivered on time without any explanation or compensation, it may be worth reporting.
• Unauthorized Charges: Being billed for amounts not agreed upon is a clear violation.
• Licensing and Insurance Issues: Companies operating without a valid USDOT number or proper insurance should be reported.
• Damaged or Lost Items: Frequent mishandling of items or refusal to address damage claims is grounds for a complaint.

It's important to identify the type of move involved since FMCSA oversight only applies in specific scenarios.

Interstate vs. Intrastate Moves

The FMCSA oversees interstate moves only. Here's how to determine the type of move and where to direct your complaint:

• Interstate Moves (FMCSA Jurisdiction): These include moves crossing state lines, moves within a state that are part of an interstate shipment, and international moves entering or leaving the U.S.
• Intrastate Moves (State Jurisdiction): Moves that take place entirely within one state fall under your state’s consumer protection agency.

To confirm whether your move is interstate, check your Bill of Lading for a USDOT number. If an interstate move lacks a USDOT number, this is a jurisdiction issue that the FMCSA can address.

Even when intrastate issues are referred to state agencies, the FMCSA keeps records of all complaints to monitor patterns of misconduct.

How To File A Claim Against A Moving Company | Step-by ...

Required Documents and Information

Make sure you have everything you need before filing your FMCSA complaint. Use the checklist below to ensure you're fully prepared.

Essential Complaint Checklist

Company Information

• Legal name of the moving company
• USDOT number (found on the Bill of Lading or contract)
• MC number (if available)
• Company's physical address and contact details

Move Details

• Pickup and delivery addresses
• Moving dates (both pickup and delivery)
• Total quoted cost and amount paid
• Copy of the Bill of Lading
• Original moving estimate or contract
• Inventory list, including item conditions
• Photos or videos documenting damage
• Written communication records with the company
• Receipts for any extra charges

Personal Information

• Your full legal name
• Current mailing address
• Valid phone number
• Email address
• Alternative contact details

Supporting Evidence

• Proof of payment (e.g., check copies, credit card statements)
• Insurance claims paperwork
• Police reports (if theft or fraud occurred)
• A detailed narrative of your complaint
• Timeline of events leading to the complaint
• Contact information for company representatives

Additional Documentation

• Any written agreements
• Photos of loading and unloading
• Weight tickets
• Storage agreements
• Delivery receipt
• Cargo claim documentation

The FMCSA might ask for more details during their investigation, so keep a well-organized file of all your move-related records. Clear digital copies are acceptable.

Steps to Submit Your Complaint

You can file a complaint with FMCSA either online or by phone. Here's how to do it:

Online Complaint Submission

Use FMCSA's National Consumer Complaint Database (NCCDB) to submit your complaint:

• Go to the NCCDB Portal: https://nccdb.fmcsa.dot.gov
• Choose "Household Goods/Commercial" from the available categories.
• Register with your email and create a password, then verify your account.
• Enter details about the moving company, including its USDOT number, name, and contact information. Confirm the company's operating authority.
• Provide a detailed description of your issue, upload any supporting documents, and list damages or losses.

Phone Complaint Process

If you'd rather speak to someone directly, you can file your complaint by phone:

1. Start the Call
   • Dial 1-888-DOT-SAFT (1-888-368-7238).
   • Calls usually take about 15–20 minutes.
   • Select the option for household goods complaints.
2. Share Your Information
   • Provide your personal details.
   • Share information about the moving company.
   • Explain your complaint clearly.
3. Submit Documentation
   • You'll receive a case number during the call.
   • Send any supporting documents via email or mail as instructed.
4. Verification
   • FMCSA will review your submission within 2–3 business days.
   • You'll get a confirmation and may be asked for additional details if needed.

Make sure to file your complaint within 18 months of the incident. Keep copies of all documents you submit and note your complaint reference number for future reference.

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After Filing Your Complaint

FMCSA Review Process

The FMCSA reviews complaints to identify patterns of non-compliance among moving companies. Each submission is carefully examined to ensure companies are adhering to federal regulations. If multiple complaints suggest a recurring issue, the FMCSA may initiate a formal investigation. Here's how the process works, including their timeline for handling complaints.

Response Times and Resolution

The FMCSA processes complaints according to the following timeline:

Timeline Phase	Duration	What Happens
Initial Acknowledgment	Within 30 days	You’ll receive written confirmation of receipt.
Investigation Period	Up to 120 days	The agency reviews evidence and seeks company input.
Resolution Window	Varies	You’ll be notified of findings and suggested next steps.

For claims involving loss or damage, you’ll typically need to go through arbitration to recover monetary compensation.

Consumer Protection Resources

FMCSA Moving Rights Guide

The Federal Motor Carrier Safety Administration (FMCSA) provides a guide called Your Rights and Responsibilities When You Move. This resource explains key aspects of the moving process, including:

• Required Documentation: Details about the Bill of Lading, inventory lists, and written estimates.
• Insurance Coverage: Information on valuation options and carrier liability.
• Delivery Windows: Differences between guaranteed and non-guaranteed delivery dates.
• Dispute Resolution: Instructions for filing claims and seeking arbitration.

You can download this guide from the FMCSA website or request a copy directly from your moving company. Federal law requires movers to provide this information to customers before any interstate move. If your move falls outside FMCSA's jurisdiction, state agencies can offer additional protections.

State Consumer Protection

State-level agencies also play an important role in protecting consumers. Key agencies include:

Agency	Jurisdiction	Services
State Department of Transportation (DOT)	Intrastate Moves	Licensing and safety inspections
Attorney General	Consumer Protection	Legal action and mediation
Public Utilities Commission	Rate Regulation	Resolving pricing disputes and managing permits

For help with state-specific issues, reach out to your state's consumer protection office. These offices can assist with:

• Mediation services to resolve disputes at no cost.
• Legal resources, including access to attorneys and advice.
• Support for investigations based on documented complaints.
• Coordination with local law enforcement for serious violations.

State agencies also maintain hotlines and offer moving guides tailored to local regulations. These resources work alongside federal protections to address specific state requirements.

MOD24's Moving Protection Features

MOD24 has built-in safeguards to help reduce moving-related issues. The platform includes several tools to protect customers throughout the moving process.

Verified Mover Network
Every moving company listed on MOD24 goes through a detailed verification process. This includes checks for USDOT licensing, insurance, and operating authority, ensuring they meet safety and quality standards.

Real-Time Support System
MOD24 provides live chat support for quick assistance with booking changes, cancellations, or rescheduling.

If you're looking for extra perks, MOD24's VIP membership program offers added benefits to make your move even smoother:

Protection Feature	Coverage Details
TV Coverage	$100 worth of coverage
Free Month Storage	One month of secure storage included
Long-Distance Discount	$200 discount on long-distance moves
20% Supply Discount	Save 20% on moving supplies
Preferred Scheduling	Guaranteed priority scheduling

Transparency Through Reviews
MOD24 includes an integrated review system, allowing you to see real customer feedback. This helps you choose the best moving company for your needs.

VIP Concierge Service
The VIP Concierge Service offers tailored move planning, real-time updates, and quick problem resolution. Members also get direct access to senior support for a more personalized experience.

These features, combined with FMCSA complaint procedures, aim to prevent problems before they occur.

Summary

Filing an FMCSA complaint requires proper documentation and following a clear process.

To avoid these situations altogether, choose a verified moving company. MOD24 ensures every mover on its platform is licensed and insured, helping you sidestep common problems. Here are a few tips to handle moving disputes effectively:

• Keep detailed records: Save photos, emails, and all related documents.
• Act quickly: Submit your complaint as soon as an issue arises.
• Stay organized: Store all moving-related paperwork in one place for easy access.

While the FMCSA complaint process is important, it's better to prevent issues from the start. Platforms like MOD24, which pre-screen movers, greatly reduce the chances of needing FMCSA assistance. Licensed and insured movers, verified by MOD24, along with customer reviews and VIP support, make for a smoother moving experience.