Moving is a significant event that can be stressful, even in the best of circumstances. Most moving companies are legitimate businesses that do quality work. However, the Commission has experienced an increasing volume of complaints against international movers. Often, those complaints involve fraudulent practices by one of a small number of dishonest movers, known as rogue movers.
Once a mover has your household goods, significant problems can be experienced. Frequently, significant delays and additional expenses are incurred. In some situations, you may not be able to locate your household goods. International shipments involve a number of entities along the route, and many things can go wrong.
The Commission receives a number of complaints each year from individuals that have experienced difficulty with an international household goods shipment. Many of those complaints are filed by individuals that are first-time or very occasional users of international shipping services. Very often, they have employed a moving company that was discovered and hired based on quotes given via the internet, without a physical, on-site visit to the consumer’s residence.
Most difficulties could be avoided by following certain precautions. International household goods movers are almost always required to be licensed by the Federal Maritime Commission as an Ocean Transportation Intermediary. ("OTI"). Individuals can protect themselves by ensuring that any moving company they engage to move their goods to an overseas destination is licensed by the Commission, with an appropriate tariff (i.e., price list) and bond. The Commission urges individuals to contact us prior to committing to any one firm, to verify that the mover has an appropriate license. This is especially important as several internet web sites have advertised that a moving company holds a Commission license, when in fact it does not. For any further questions on OTI licensing, please contact the Commission's Office of Transportation Intermediaries, at 202-523-5843.
The FMC does not recommend particular companies, and the use of a bonded firm does not guarantee that your move will be trouble-free. Nevertheless, the vast majority of complaints come from customers of unlicensed entities.
An additional precaution is to make sure that the moving company has made an on-site inspection of the goods to be moved, and provided a written estimate. There is no substitute for knowing who is responsible for your move. Additional guidance may be found at the advisory web site www.protectyourmove.gov. Although that site is oriented toward interstate, rather than international moves, much of the advice would be applicable to any type of move.
Very often, a person realizes too late that a mistake has been made. In these cases, it is especially important that the shipper contact the Office of Consumer Affairs and Dispute Resolution Services (“CADRS”) for assistance. Although certain matters may be beyond the CADRS's explicit jurisdiction, we still may be able to assist parties in addressing their concerns. The matters with which CADRS intervention may be of help include:
-
the location of missing cargoes;
-
discussions with intermediaries holding or delaying shipments;
-
provision of bond information, when relevant;
-
advice concerning the preparation of loss and damage claims; and
-
information on the Commission's formal complaint processes, when relevant.
The international movement of personal effects and private vehicles can result in unanticipated problems and unexpected expense. Contact CADRS with any questions before you move and improve your chances of success. If you have any additional questions, please visit the Moving Household Goods FAQ.