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TxDOT does not have the ability to settle a claim between a consumer and a
mover, or to pressure a mover to pay the claim. However, TxDOT’s rules do
require the mover to meet certain claim handling standards, such as
acknowledging receipt of your claim in a timely manner. A consumer may file a
complaint with TxDOT about a possible violation of TxDOT rules, and this
complaint history becomes part of TxDOT’s records that are available to the
public. You may wish to contact TxDOT at 1-800-299-1700 (select Option 3 from
the automated telephone menu) to gather information on the mover’s complaint
history.
In addition to mover complaint histories, TxDOT also maintains copies of the
movers’ annual performance reports. The reports contain information about the
number of claims that were either mediated through TxDOT or resolved after a
lawsuit was filed. It also states the number of moves completed by the mover
within Texas during the past year. By comparing the number of moves within Texas
to the number of complaints filed against the mover with TxDOT, you may gain a
better understanding of the mover’s overall approach toward resolving claims.
While the mover’s complaint history and annual performance report may provide
some helpful information in a standardized format, they cannot give a complete
picture of the mover’s habits and goals. For example, the mover’s complaint
history with TxDOT indicates the number of complaints filed with TxDOT. However,
this complaint history may not always be an indicator of the number of claims
filed with the mover by customers, since many claims are handled quickly between
the customer and the mover and do not involve TxDOT at all. Additionally, you
may wish to research the mover’s complaint and claim history through other
sources. For instance, you may want to contact the Better Business Bureau, ask
family and friends for recommendations, or ask the mover for references.
Household
Goods Move - Complaint Form [pdf, 3 pages, 26kb]
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