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Household Goods Mover Claims
If you have a dispute about the charges or loss/damage to your goods, you should
first file a written claim with your mover. Include in your claim the specific
amount of money or other solution you are seeking. List enough information for
the mover to investigate your claim. Provide your mover with any shipping
documents and other information requested. You must ensure that your mover or
his agent receives your claim within 90 days of delivery of the shipment. If
your mover does not receive the claim on time, your claim could be denied. If
your claim involves damaged goods, you should preserve the containers and any
damaged goods so your mover may inspect them.
Mover's Response to a Claim
Your mover must contact you within 20 days (excluding Sundays and holidays) of
receipt of your written claim. Your mover has a right to inspect containers or
damaged goods within 30 days of receiving your claim. Your mover must pay or
deny your claim, or make a firm settlement offer, within 90 days of receiving
your claim. If you are not satisfied with your settlement, you can contact TxDOT
for mediation or you may pursue the claim in a court of law. Some movers may
have mediation or binding arbitration programs. Before using a program of this
type, be sure to determine if it restricts your right to pursue your dispute
with TxDOT or through legal action.
Mediation by TxDOT
If you wish to file for mediation through TxDOT, you must submit your request
within 30 days after any portion of your claim is denied. Additionally, if your
mover has not paid or denied your claim or made a firm settlement offer within
90 days of receiving your claim, you have 30 days to request mediation through
TxDOT. The mediation will be held by telephone conferences, by written
submissions, or in person at TxDOT facilities in Austin, Texas. The cost of the
mediator is paid by TxDOT. If you and the mover agree to a solution to your
claim during mediation, your dispute may be resolved. If you and your mover do
not reach an agreement through mediation, you may pursue your claim through a
court of law.
Contacting TxDOT
You may contact TxDOT at any time for information on household goods moves
within Texas. Claims are filed with your mover, and TxDOT does not settle
claims. However, TxDOT can advise you on the claims handling process and does
coordinate the mediation of disputes. If you have questions about moving within
Texas or wish to make a complaint about a mover, you may contact TxDOT at
1-800-299-1700 (select option 3), or by e-mail.
Transporting Shipments Across State Lines
If your household goods were moved across state lines, your move is not within
TxDOT's jurisdiction. You may contact the Federal Motor Carrier Safety
Administration (FMCSA) Office of Public and Consumer Affairs at 1-888-368-7238.
All written complaints must be submitted on the Federal Motor Carrier Safety
Administration FFMCSA)
Consumer Complaint Form.
Completed forms should be mailed or faxed to the following.
FMCSA Office of Public and Consumer Affairs
400 Seventh St., SW, MC-PA
Washington, DC 20590
FAX: 202-366-7238
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