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If you discover that items from your shipment have been lost or damaged, you
have been overcharged for the moving service or you were not satisfied with the
mover’s services, you may file a claim with the mover. You must ensure that the
mover receives your claim within 90 days of delivery of your shipment. If the
mover does not deliver your shipment, you must ensure that the mover receives
your claim within 90 days after a reasonable time for delivery has elapsed.
Otherwise, the mover may deny your claim. You should file your claim in writing and as soon as possible. By filing your
claim as soon as possible, the mover should be able to process your claim
sooner. Additionally, filing your claim as soon as possible will allow you and
the mover to remember more details about your move. It is important to file your
claim in writing so that you have a record of your claim. Your written claim should be filed with the mover and any insurance company
providing coverage for your shipment. It must describe the type of claim and
include the specific remedy you are seeking. For example, your claim should
state the amount of money needed to compensate for the damage. Additionally,
your written claim should include enough details for the mover to identify your
shipment. Along with your written claim, send a copy of your moving services
contract and other shipping documents. You should consider sending your written
claim and associated documents to the mover by certified/registered mail to help
you verify the date the mover received the claim. Before mailing your written
claim, make a copy of everything you send for use during discussions with the
mover. After receiving your written claim, the mover must contact you within 20 days to
let you know he has received your claim. Additionally, the mover has 30 days
from receipt of your claim to inspect damage of any of the boxes or containers
used to move your shipment. Therefore, you should keep any damaged items and
boxes involved in the claim until your mover has conducted an inspection. The mover must pay, deny or make a firm settlement offer on your claim within 90
days of receiving your claim. If you are not satisfied with the mover’s decision
regarding your claim, you may consider seeking relief through
TxDOT’s mediation
program or a court of law. A few types of services provided by household goods
movers are exempt from TxDOT's consumer protection rules:
- TxDOT's consumer protection requirements do not apply to shipments that
are picked up in one state and delivered to another state. Movers who
transport shipments across state lines are subject to U.S. Department of
Transportation guidelines. For further information on interstate moves,
please contact:
The U.S. Department of Transportation
Licensing and Insurance Division (HIA-30)
Office of Motor Carrier Information Analysis
Federal Highway Administration
400 Virginia Avenue SW
Washington, DC 20024.
(202) 358-7027
Complaints may also be made to the Federal Motor Carrier Safety
Administration Complaint Line at (800) 368-7238.
- TxDOT's consumer protection rules do not apply to household goods
transported subject to a U.S. Government Bill of Lading or to a written
agreement with the U.S. Department of Defense. When a mover contracts
with the U.S. government to move a governmental employee, the contract
provides consumer protection for the employee.
- If the consumer hires the mover to provide services that do not
include transporting the goods such as packing, unpacking, loading or
unloading household goods or for storage only, TxDOT's consumer
protection rules do not apply.
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