What to Do If Your Moving Company Scams You

You hired a moving company. They quoted you one price and charged another. They showed up late — or not at all. Maybe they're holding your stuff in a warehouse somewhere, demanding extra cash before they'll deliver it. Maybe half your things are damaged or missing.

If you're reading this, you're probably in the middle of one of the most stressful situations a consumer can face. Take a breath. You're not powerless here, and you're definitely not alone. The FMCSA receives thousands of moving fraud complaints every year. There are real, concrete steps you can take to fight back, recover your money, and make sure this company doesn't do the same thing to someone else.

This guide walks you through everything — from documenting the scam to filing federal complaints, disputing charges, and exploring legal options. We'll go step by step, in order of priority. Some of these steps take 10 minutes. Some might take longer. But each one strengthens your position.

Let's get your stuff back and hold these people accountable.

Step 1: Document Everything Immediately

Before you do anything else — before you make a single phone call or file a single complaint — document everything. This is the foundation that every other step builds on. Without documentation, it's your word against theirs. With documentation, you have a case.

Here's your documentation checklist:

• Photograph everything. Damaged items, missing boxes, the condition of delivered goods. Take wide shots and close-ups. If they haven't delivered yet, photograph any written communication about the hold-up.
• Save every text and email. Screenshot text message conversations. Forward emails to a separate account as backup. Don't just keep them on your phone — text messages get deleted accidentally.
• Dig out your contract. Find your original estimate, the bill of lading (that's the inventory/receipt document they gave you at pickup), and any revised estimates. If you got a binding estimate, that's especially important.
• Keep all receipts. Credit card statements, cash receipts, Venmo/Zelle screenshots — anything showing what you actually paid.
• Write a timeline. Sit down for 15 minutes and write out exactly what happened, in order, with dates. When did you book? When did they pick up? When did the price change? When did communication break down? This timeline will be invaluable when filing complaints.
• Record the company details. Company name, DOT number, MC number, phone numbers they used, the names of anyone you spoke with, the address on the contract. Check their MoverCheck profile for their registered FMCSA information.
• Get witness information. If anyone was present during pickup or delivery (friends, family, neighbors), get their contact info. Their statements can support your case.

Put all of this in a single folder — digital or physical. You're going to reference it repeatedly over the next few weeks.

Step 2: File a Complaint with FMCSA

If your move crossed state lines (interstate), the Federal Motor Carrier Safety Administration (FMCSA) is the primary regulatory body. They license interstate movers, and they track complaints. Filing here is one of the most impactful things you can do.

Go to the National Consumer Complaint Database (NCCDB) at nccdb.fmcsa.dot.gov and file your complaint online. It takes about 15-20 minutes.

Here's what to include:

• The company's USDOT number (you can find this on your contract, or look it up on MoverCheck)
• A detailed description of what happened — use that timeline you wrote
• The type of complaint — hostage goods, price gouging, damage, non-delivery, etc.
• Your documentation — you can upload supporting files

What happens after you file: FMCSA logs the complaint and sends it to the carrier, who has 30 days to respond. FMCSA doesn't resolve individual disputes directly, but complaints accumulate. When a carrier gets enough complaints, FMCSA investigates and can revoke their operating authority. Your complaint also becomes part of the public record — which is exactly the kind of data we surface on MoverCheck to warn future consumers.

Even if you don't think FMCSA will "fix" your situation, file anyway. Every complaint matters. It protects the next person.

Step 3: File with Your State Attorney General

Your state Attorney General's office handles consumer protection at the state level. This applies to both interstate and local moves — so even if you've already filed with FMCSA, do this too.

Every state AG has a consumer complaint form, usually available online. Search for "[your state] attorney general consumer complaint" and you'll find it. Most can be filed online in 10-15 minutes.

Why this matters:

• Pattern recognition. AGs track complaints by company. If they see a pattern, they can launch an investigation or take legal action.
• Mediation. Some AG offices will actually mediate between you and the company. The mere fact that a complaint came from the AG's office sometimes gets companies to cooperate.
• Legal action. AGs can sue companies for consumer fraud, seek injunctions, and impose fines. Your complaint contributes to this.

File in the state where you currently reside. If your move was interstate and the company is based in a different state, consider filing in both states.

Step 4: File with the BBB

Yeah, we know — the BBB isn't what it used to be. But filing a BBB complaint still has value, for two reasons.

First, it creates pressure. Many moving companies care about their BBB rating because consumers still check it. A BBB complaint triggers a formal process where the company is asked to respond. Some companies will actually settle or make things right just to close a BBB complaint favorably.

Second, it's public. Your complaint (and the company's response, or lack of response) becomes part of their BBB profile. Future customers will see it.

Go to bbb.org/file-a-complaint. The process is straightforward. Be factual, be specific, and include your documentation.

While you're at it, leave honest reviews on Google and Yelp too. Stick to facts — what happened, when, and how. Don't exaggerate. Factual negative reviews are the most powerful kind, and they're protected speech.

Step 5: Dispute Credit Card Charges

This is often the fastest path to getting your money back. If you paid any portion by credit card, you can file a chargeback dispute with your card issuer.

Under the Fair Credit Billing Act, you have the right to dispute charges for services not rendered, services significantly different from what was agreed, or fraudulent charges. Moving scams usually qualify under one or more of these.

How to do it:

1. Call the number on the back of your credit card and tell them you need to dispute a charge. Most issuers also let you do this online or through their app.
2. Explain the situation clearly. "I hired a moving company. They charged me $X over the agreed estimate / didn't deliver my goods / significantly damaged my belongings / etc."
3. Submit your documentation. The contract showing the original price, evidence of the overcharge, photos of damage, your complaint filings — all of it supports your dispute.
4. Follow up. The process usually takes 30-90 days. Your card issuer will investigate, contact the merchant, and make a determination.

Important timing note: Most credit card companies require disputes within 60 days of the statement date. Don't wait. File the dispute as soon as you know something is wrong.

Step 6: File a Police Report

Not every moving scam warrants a police report. But if any of the following apply to your situation, absolutely file one:

• Your belongings are being held hostage. The mover has your stuff and is demanding more money than the contract states before they'll deliver.
• Items are missing or stolen. Your inventory shows items that were loaded but never delivered.
• The company has disappeared. They have your stuff and you can't reach them. Phone disconnected, office empty.
• They demanded cash under threat. "Pay us $X in cash right now or we drive off with your things" — that's extortion.

Call your local police non-emergency line or go to the station to file a report. Bring your documentation: the contract, evidence of communication, and a list of what's missing or being held.

A police report does a few things for you. It creates an official legal record of the incident. It strengthens your credit card chargeback case. It's required for some insurance claims. And in severe cases, it can lead to criminal charges — moving scams can constitute theft, fraud, or extortion depending on the specifics.

Will the police drop everything and go recover your stuff? Probably not — they'll likely tell you it's a civil matter. But the report itself is valuable documentation. File it anyway.

Step 7: Contact Local Media and Consumer Reporters

This one is optional but can be surprisingly effective. Most local TV stations and newspapers have a consumer reporter or "consumer watchdog" segment. These journalists love moving scam stories because they're relatable, they have clear villains, and they make great TV.

Search for "[your city] consumer reporter" or "[your city] TV station consumer complaints." Look for segments like "On Your Side," "Consumer Alert," or "Problem Solvers." Send them a concise email:

• What happened (2-3 paragraphs)
• What you've done about it (complaints filed, etc.)
• Why it matters (the company is still operating, others are at risk)
• That you have documentation and are willing to go on camera

When a TV camera shows up at a moving company's office, things tend to get resolved fast. Media pressure works because it threatens the company's ability to find new customers. Companies that ignore FMCSA complaints will suddenly answer the phone when a news crew is involved.

No guarantee they'll pick up your story, but it costs you nothing but 15 minutes to send the email. The worst case? They don't respond.

Your Legal Options

If the steps above haven't fully resolved your situation, you have legal options. You don't necessarily need a lawyer for all of them.

Small Claims Court

Small claims court is designed for exactly this kind of dispute. It's affordable (filing fees are usually $30-$75), you don't need a lawyer, and cases are typically heard within 30-60 days.

Limits vary by state — most allow claims between $5,000 and $10,000, with some states going up to $25,000. For a moving scam involving overcharges, damaged goods, or undelivered items, small claims is often the right venue.

Here's the basic process:

1. File a claim at your local courthouse (or online in many jurisdictions)
2. The company gets served and has a deadline to respond
3. You both show up to court and present your case to a judge
4. The judge makes a ruling, usually the same day

Bring all your documentation. The timeline, the contract, photos, complaint filings, communication records — all of it. Judges appreciate organized, factual presentations. Don't get emotional. Just walk through what happened, what the contract said, and what they actually did.

Pro tip: Many scam movers won't even show up to court, which means you win by default judgment. Collecting on that judgment is a separate challenge, but having a court order in your favor opens additional enforcement options.

FMCSA Arbitration Program

For interstate moves, federal law requires movers to participate in an arbitration program. This is a dispute resolution process that's less formal than court. Your mover's bill of lading should include information about their arbitration program.

Arbitration can handle claims for loss, damage, or overcharges. The process typically costs less than court, and the arbitrator's decision is binding on the mover (though you can still go to court if you're not satisfied with the result).

To request arbitration, contact the mover in writing and request it. They're required by law to provide you with arbitration information. If they refuse or don't respond, that's another violation you can report to FMCSA.

Hiring an Attorney

For larger losses (typically $10,000+), consider consulting a consumer protection attorney. Many offer free initial consultations, and some work on contingency (they only get paid if you win).

Look for attorneys who specialize in consumer protection or transportation law. Your state bar association's referral service can help you find one. Some states have consumer protection statutes that allow you to recover treble damages (triple your actual losses) plus attorney fees, which makes it worthwhile for lawyers to take these cases.

How to Prevent This Next Time

We know — "next time" is the last thing you want to think about right now. But moving is something most people do multiple times in their lives, and knowing what to look for makes all the difference.

The short version:

• Always verify the company's FMCSA registration before booking. Check their DOT number, operating authority status, insurance, and complaint history. MoverCheck makes this easy — just search by name or DOT number.
• Get a binding written estimate based on an in-person or video survey of your belongings. Never accept a phone-only or "sight unseen" quote — that's red flag number one.
• Pay by credit card. Never pay a large deposit upfront, and never pay cash, Zelle, or wire transfer. Credit cards give you chargeback protection.
• Read the contract before signing. Look for the binding estimate amount, delivery window, valuation coverage, and complaint/arbitration procedures.
• Research reviews — carefully. Look for patterns in negative reviews, not just the star rating. A company with 500 five-star reviews and 50 one-star reviews describing the exact same scam pattern is a company to avoid.

For a deeper dive, read our full guide: How to Verify a Moving Company Is Legit. It walks through the entire verification process step by step.

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