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FMCSA
and Household Goods Movement
As
the U.S. Department of Transportation agency that administers commercial regulations
governing household goods transportation, the Federal Motor Carrier Safety Administration
(FMCSA) is concerned about consumers who are defrauded by unscrupulous moving
companies.
Moving
a household is inherently stressful. An estimated 1.4 to 1.6 million household
moves take place each year. Most go smoothly but a significant number leave the
consumer dissatisfied or worse. Those engaging in a move may be vulnerable to
abusive practices by the mover. The more serious complaints FMCSA receives involve
overcharge violations of regulations on estimating practices.
We
also hear, all too often, from distraught consumers whose goods have been held
hostage for exorbitant, trumped-up charges. Other consumers report that the moving
company failed to deliver or damaged some of their goods, then refused to compensate
them for loss and damages claimed. What is worse, a few "movers," who may not
even be legitimate carriers at all, appear to be preying on those who can least
afford it-the elderly and uninformed. It is also apparent that some consumers
engage a household goods mover without exercising good judgment.
The
former Interstate Commerce Commission (ICC) issued and enforced commercial regulations
to ensure that shippers arranging interstate moves receive basic information on
tariffs, weighing practices, insurance coverage, requirements for delivery, and
related matters. The ICC also engaged to a limited extent in dispute resolution
between consumers and carriers. Under the Interstate Commerce Commission Termination
Act of 1995 (ICCTA), Congress transferred the commercial regulations to DOT but
explicitly directed that ICC's dispute resolution function be discontinued. On
January 1, 2000, the newly established FMCSA assumed responsibility for administering
the commercial regulations.
The
ICCTA encourages consumers to use the mover's dispute resolution program to resolve
loss and damage cases. Household goods carriers are required to establish this
neutral arbitration process for consumer losses up to $5,000. Access to the courts
is also available.
This
does not mean that consumers are entirely at the mercy of unethical companies.
FMCSA takes enforcement action against the most unscrupulous household goods carriers
and brokers. In addition to three full-time headquarters employees who work exclusively
on household goods issues, personnel in our state offices provide informal assistance
to consumers who call with complaints against moving companies.
Our
headquarters personnel investigate and target enforcement on carriers and brokers
that demonstrate a significant pattern of regulatory noncompliance-and on companies
engaging in abusive consumer practices that cause economic hardship or emotional
trauma. Enforcement action for serious violations has included revocation of authority,
civil injunctions, and civil penalties amounting to hundreds of thousands of dollars,
and jail time for company officials. Most recently, in July 2002, the agency assessed
civil penalties totaling $365,500 against eight Florida carriers. Company by company,
FMCSA is deterring violations by movers that break the law-and weeding from the
marketplace the most egregious offenders.
FMCSA
is a safety agency. Our mission is to reduce the number of highway crashes involving
large trucks and buses. Since September 11, 2001, we have reallocated some resources
toward improving the security of hazardous materials transportation. Any further
diversion of resources from our safety and security initiatives must be carefully
weighed against the priority of saving lives. Although consumer-related issues
cannot be our primary focus, we are doing what is practicable given the agency's
finite resources.
FMCSA
has established a 24-hour toll-free hotline (888-368-7238)
to receive consumer complaints. We also have a Web
site that is packed with useful consumer
information. Our goal is to help consumers learn
more about household goods transactions so that they
can make better informed choices in selecting and
negotiating with a moving company. Armed with knowledge
about their rights and appropriate business practices,
household goods shippers will be less likely to fall
victim to unscrupulous companies. Sept. 2002
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Consumer
Self-Help Pamphlets
- Transportation
of personal automobiles/vehicles in interstate commerce:
PDF
or
HTML
- Obtaining
payment from brokers for shipments transported in
interstate commerce:
PDF
or HTML
- Loss
and damage claims on shipments transported in interstate
commerce:
PDF
or HTML
- Transportation
of household goods in interstate commerce: PDF
or HTML
- Hostage
load situations on shipments moving in interstate
commerce:
PDF
or HTML
- Leased
motor vehicles in interstate commerce: PDF
or HTML
- Loading
and unloading shipments transported in interstate
commerce (lumping):
PDF
or HTML
- Rates
and charges on shipments moving in interstate commerce:
PDF
or HTML
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Commercial
Complaint Form
HOUSEHOLD
GOODS - COMMERCIAL CONSUMER COMPLAINT FORM - to file
a complaint, fill out a form: PDF
or HTML.
Complete the form and either mail or fax the commercial
complaint form and all supporting paperwork accordingly.
You have the option to file your complaint one of
three ways:
- Telephone:
Call toll free 1-888-DOT-SAFT (1-888-368-7238)
-
FAX: 202-358-7100
-
MAIL: U.S. Department Of Transportation
Federal Motor Carrier Safety Administration
Public And Consumer Affairs
Suite 600, 400 Virginia Avenue, SW
Washington,
DC 20024
Note:
The Respondent is the subject of the complaint.
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