Federal Consumer Protections
Federal law provides significant protections for consumers who hire interstate movers. Understanding these rights is your first line of defense against deceptive moving practices.
Before your move, you are entitled to a written estimate — either binding or non-binding. A binding estimate guarantees the final price. A non-binding estimate can change, but the final charge at delivery cannot exceed 110% of the non-binding estimate. You do not have to pay more than 110% at the time of delivery; any additional amount must be billed separately and you have 30 days to pay it.
Moving brokers are required by federal law to clearly disclose their broker status in writing before you sign any contract. They must also provide you with the name of the carrier that will actually perform your move. If a company fails to disclose that it is a broker, that is a violation of federal regulations.
For interstate moves, you have the right to request an in-home or virtual survey of your belongings before an estimate is given. A reputable mover should offer this. Estimates given solely over the phone without any inventory survey are inherently unreliable and are a common precursor to price inflation.
It is illegal for a mover to hold your belongings "hostage" — demanding more money than the agreed price before releasing your goods. If a mover loads your belongings and then demands a higher price before delivery, this is a federal violation. Contact the FMCSA immediately at 1-888-368-7238.
Under the Carmack Amendment, interstate movers are liable for loss or damage to your goods. The mover must acknowledge your claim within 30 days and resolve it (pay, deny, or make a settlement offer) within 120 days. If the mover fails to respond within these timeframes, that is a violation of federal law.
You are entitled to a copy of every document you sign, including the bill of lading (the contract for your move). The bill of lading must include the carrier's name, USDOT number, the agreed price, and the pickup and delivery dates. Keep all documents — they are essential if you need to file a complaint or pursue a claim.
You have the right to file complaints with the FMCSA, the FTC, and your state Attorney General's consumer protection office. These agencies can investigate violations, impose fines, and in some cases revoke a company's operating authority. Your complaint creates an official record that can be used in enforcement actions.
Filing complaints with multiple agencies simultaneously creates the strongest record and the greatest chance of regulatory action.
Before filing any complaint, gather all documentation: the original quote, the final bill of lading, receipts for any payments, photographs of damaged items, and records of all communications (emails, text messages, notes from phone calls with dates, times, and names).
The Federal Motor Carrier Safety Administration is the primary federal regulator for interstate movers. File a complaint at protectyourmove.gov or call 1-888-368-7238. The FMCSA can investigate violations and take enforcement action against carriers and brokers.
File FMCSA ComplaintThe Federal Trade Commission accepts reports of deceptive business practices. Reports help the FTC identify patterns and can trigger investigations. File at reportfraud.ftc.gov.
File FTC ReportYour state Attorney General's consumer protection division has authority to investigate deceptive trade practices under state law. Many states have specific statutes that provide additional protections beyond federal law.
Find Your AGA BBB complaint creates a public record that other consumers can find when researching a company. While the BBB cannot compel a company to act, a pattern of complaints can affect a company's rating and visibility.
File BBB ComplaintIf you suffered significant financial loss or property damage, consult a consumer protection attorney. Many offer free initial consultations. Under the Carmack Amendment, you may be able to recover damages in federal court. Some state consumer protection laws also provide for attorney's fees.
Your account helps warn other consumers.