A moving company is holding my belongings hostage

If you are threatened, or the mover won't say where your goods are, call local police. Stay safe and don't get into a confrontation.

Why: Your safety matters more than your belongings. A police report also helps later complaints.

If you answered “Yes, between states” to “Was this a move from one state to another?”

Find your estimate, the bill of lading (the contract) and the inventory, and the mover's USDOT number (on the paperwork, website or truck). Look the mover up on FMCSA's mover search.

Why: The USDOT number identifies the company for complaints. The estimate decides how much the mover can demand at delivery.

If you answered “They won't deliver unless I pay more” to “What is the problem?” and If you answered “Yes, between states” to “Was this a move from one state to another?”

Pay the amount the federal rules allow at delivery for your type of estimate (see the next step), in a traceable way, and ask in writing for delivery.

Why: Federal rules say the mover must give you your goods once you pay that amount. Any remaining charges must be billed after delivery.

If you answered “Binding” to “What kind of written estimate did you get?” and If you answered “Yes, between states” to “Was this a move from one state to another?”

With a binding estimate, the most the mover can demand at delivery is 100% of the estimate, plus services you asked for after the bill of lading, plus impracticable-operations charges of up to 15% of the other charges due.

Why: That is the federal limit for binding estimates (49 CFR 375.703(a)).

If you answered “Non-binding” to “What kind of written estimate did you get?” and If you answered “Yes, between states” to “Was this a move from one state to another?”

With a non-binding estimate, the most the mover can demand at delivery is 110% of the estimate, plus services you asked for after the bill of lading, plus impracticable-operations charges of up to 15% of the other charges due.

Why: That is the federal limit for non-binding estimates (49 CFR 375.703(b)).

If you answered “None or I'm not sure” to “What kind of written estimate did you get?”

If you never got a written estimate, write down every price the mover told you, by whom and when, and include this in your complaint.

Why: Interstate movers must give written estimates; a missing estimate is itself something to report.

If you answered “Yes, between states” to “Was this a move from one state to another?”

Call FMCSA at (888) 368-7238 and file a complaint at nccdb.fmcsa.dot.gov.

Why: FMCSA tells people to contact it immediately if a mover refuses to deliver unless you pay more than it is allowed to charge. Holding goods hostage can bring civil penalties of at least $10,000 per violation.

Don't sign blank or incomplete papers, or anything saying the goods arrived in good condition before you check them.

Why: What you sign at delivery can limit later claims.

At delivery, check items and write any loss or damage on the inventory before signing. Take photos.

Why: Notes made at delivery are the best proof for a damage claim.

If you answered “Things were lost or damaged” to “What is the problem?”

File a written claim for lost or damaged items with the mover (or its claims insurer).

Why: You have 9 months from delivery to file. The mover must acknowledge the claim within 30 days and give a decision within 120 days (it can extend in 60-day steps only if it tells you in writing).

File a complaint with your state attorney general or consumer office.

Why: For moves within one state, the state (often its transportation agency or public utility commission) regulates movers. For interstate moves, AGs can also act against movers.

If you answered “No, within one state” to “Was this a move from one state to another?”

For a move within one state, ask your state attorney general or consumer office which agency licenses movers (often the transportation department or public utility commission), and file there too.

Why: The federal 100%/110% delivery rules and FMCSA arbitration are for interstate moves; moves inside one state follow state rules.

If a broker (not the mover) sold you the move, send the complaint to the broker too.

Why: Brokers arrange moves but don't carry goods; their paperwork shows who was responsible.

If you answered “Yes, between states” to “Was this a move from one state to another?”

If the claim or extra charges are disputed, ask for the mover's arbitration program in writing.

Why: Interstate movers must offer arbitration. If you ask for it, it is binding on both you and the mover for claims of $10,000 or less (over $10,000 only if the mover agrees). You can't be charged more than half the cost to start it, and the arbitrator must decide within 60 days.

You can also sue in small claims or other court, depending on the amount.

Why: Court is an option if arbitration isn't used or doesn't resolve the dispute.