Before the Move
- Obtain the booklet
Your Rights and Responsibilities When You Move from the mover.
- Ask for recommendations
from neighbors, friends, and relatives regarding the mover.
- Check with the
Better Business Bureau regarding the mover.
- Find out what the
mover's responsibilities are for damages that may occur to your belongings.
- Ask if the mover
has a dispute settlement program.
- Obtain estimates
from at least three movers, and compare costs and all other services
to be provided by the mover.
- Check to determine
whether the interstate mover is registered with FMCSA, and has a USDOT
number.
- Find out how and
when pickup and delivery of your household goods will occur.
- Ask the mover how
they can be contacted before the move, during the move, and after the
move.
Moving Day
- Be present to answer
questions and give directions to the movers. Stay until they finish.
- Accompany the movers
as they inventory your household goods and resolve any questions regarding
the condition of materials being moved.
- Carefully read
the information on the estimate, order for service, bill of lading,
inventory, and all other completed documents before you sign them.
- Keep the bill of
lading until your goods are delivered, the charges are paid, and any
claims are settled.
- Before the moving
van leaves, take one final look throughout the house to make certain
nothing has been left behind.
- Give the driver
directions to your new home.
- Inform the driver
and the moving company of where you can be reached during the move.
Delivery Day
- Be present to answer
any questions and give directions.
- Pay the driver
before your goods are unloaded.
- Supervise unloading
and unpacking of your goods.
- Note on the inventory
list all boxes or other items that are damaged before you sign any documents.
Useful Web Sites
& Telephone Numbers
What is the FMCSA
official Web site?
http://www.fmcsa.dot.gov
http://www.fmcsa.dot.gov/español
(Spanish)
Where can I get a
copy of Your Rights and Responsibilities When You Move?
http://www.fmcsa.dot.gov/factsfigs/moving.htm
Where can I find out
whether a mover is registered with FMCSA?
http://fmcsa-li.volpe.dot.gov/,
or call (202) 366-9805
Where can I obtain
information about a mover, broker, or freight forwarder's insurance and
process agent?
http://fmcsa-li.volpe.dot.gov/,
or call (202) 385-2423
How do I get assistance
to determine if a carrier has assessed the correct transportation charges?
Call the Surface Transportation
Board at (866) 254-1792
Where may I file a
complaint against a mover?
http://www.1-888-dot-saft.com/, or call
FMCSA's 24-hour toll-free hotline at (888) 368-7238.
How can I learn more
about movers and transportation?
http://www.moving.org/
This brochure has
been developed by the U.S. Department of Transportation (USDOT), Federal
Motor Carrier Safety Administration (FMCSA) to assist you in a successful
move across state lines. While most household moves go smoothly, FMCSA
is concerned about consumers who experience difficulties in resolving
disputes with household goods carriers (movers) - or worse, are defrauded
by dishonest movers. We want you to be informed and aware of your options
when choosing a reputable mover.
FMCSA regulates interstate
household goods movers and requires them to register with the agency.
These movers must provide each customer with the names of process agents
in every state in which they operate, so that legal documents can be served
on the mover, if required. For the protection of your household goods,
FMCSA also requires registered movers to have proof of cargo insurance.
Know Your Rights
and Responsibilities Before Selecting a Mover
Before moving your
goods, movers are required to give you a pamphlet entitled Your Rights
and Responsibilities When You Move. It provides basic information that
will help you understand the documents that the mover will ask you to
sign. The pamphlet also explains your rights if your household goods are
lost or damaged by the mover. A copy of that pamphlet can be downloaded
from FMCSA's Web site.
Use Only Registered
Movers
Make sure the mover
you select has been assigned a USDOT number, is licensed by FMCSA
to engage in interstate transportation of household goods, and has
proper insurance. You can determine if a mover is registered with
FMCSA by accessing our licensing and insurance Web site at http://fmcsa-li.volpe.dot.gov,
or call FMCSA at (202) 366-9805 for licensing and (202) 385-2423
for insurance.
Read and Understand
All Information Provided by the Mover
The mover should
provide you with the following basic documents as part of your move:
Estimates
The estimate should
clearly describe, in writing, all charges for services the mover will
perform. Make sure the estimate is signed by the mover. Do not accept
oral estimates.
Order For Service
The order for service
is a list of all the services the carrier will perform and shows the dates
your household goods will be picked up and delivered.
Bill of Lading
The bill of lading
is a contract between you and the mover and a receipt of your belongings.
You should be given a completed copy of the bill of lading before your
goods are loaded.
Inventory List
The inventory
is the receipt showing each item you shipped and its condition.
Be sure you receive a written copy of the inventory after your household
goods are loaded, and that you agree with its description of your
household goods condition.
What if There Is
a Problem?
Dispute Settlement
Program
Before moving your
household goods, interstate movers are required to provide you with information
regarding their dispute settlement program. Movers must offer a neutral
arbitration program as a means of settling disputes that may arise concerning
loss or damage of your household goods.
Loss or Damage
of Goods
If your goods are
damaged or missing at delivery, request a company claim form from the
mover. Complete the claim form to the best of your ability. The mover
will tell you where to mail the completed form. You must file a written
claim with the mover within 9 months of delivery. Your claim must be in
writing but does not have to be submitted on a mover's claim form. It
is suggested that you send the claims information to the mover by certified
mail.
If you are not satisfied
with the settlement offer made by the mover, you have the option of submitting
a loss and damage claim with the carrier's dispute settlement program
or of seeking other legal remedies.
Applicable Transportation
Charges
The charges that a
mover assesses for its services must be contained in a published tariff,
which must be made available to you upon request. If you feel that a mover
has overcharged you, you can contact the Surface Transportation Board
at (866) 254-1792 to obtain assistance.
Filing a Complaint
FMCSA does not have
authority to resolve claims against a moving company. However, you can
file a complaint against the mover by calling FMCSA's 24-hour toll-free
hotline at (888) 368-7238, or by going to FMCSA's Web site. Your complaint
may trigger a Federal enforcement investigation against the mover.
Remember
DO NOT SIGN BLANK PAPERWORK OR DOCUMENTS YOU DO NOT UNDERSTAND!
The best way to avoid
problems is to be informed and plan ahead.
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