Complaint History and Annual Report

TxDOT does not have the ability to settle a claim between a consumer and a mover, or to pressure a mover to pay the claim. However, TxDOT's rules do require the mover to meet certain claim handling standards, such as acknowledging receipt of your claim in a timely manner. A consumer may file a complaint with TxDOT about a possible violation of TxDOT rules, and this complaint history becomes part of TxDOT's records that are available to the public. You may view the history of complaints filed with TxDOT on specific household goods movers by using our Compliance Management System.

In addition to mover complaint histories, TxDOT also maintains copies of the movers' annual performance reports. The reports contain information about the number of claims that were either mediated through TxDOT or resolved after a lawsuit was filed. It also states the number of moves completed by the mover within Texas during the past year. By comparing the number of moves within Texas to the number of complaints filed against the mover with TxDOT, you may gain a better understanding of the mover's overall approach toward resolving claims.

While the mover's complaint history and annual performance report may provide some helpful information in a standardized format, they cannot give a complete picture of the mover's habits and goals. For example, the mover's complaint history with TxDOT indicates the number of complaints filed with TxDOT. However, this complaint history may not always be an indicator of the number of claims filed with the mover by customers, since many claims are handled quickly between the customer and the mover and do not involve TxDOT at all. Additionally, you may wish to research the mover's complaint and claim history through other sources. For instance, you may want to contact the Better Business Bureau, ask family and friends for recommendations, or ask the mover for references.