Your BBB® received a call from a distraught consumer about a cross country move that went terribly wrong. Last month kicked off the moving season, and it is now in full swing. While there are many fine, competent moving companies, unfortunately, there are individuals who rent a truck and, without being licensed, claim to be an established mover. The BBB received over 1.5 million moving-related inquiries and more than 6,500 complaints against movers in 2014, complaints such as damaged or missing items, significant price increases over originally-quoted estimates, late deliveries, and in some cases, holding goods hostage for additional payment.

In the case of our consumer caller, the movers were not releasing his household goods unless he paid $2000 more for the move than was originally quoted.

We investigated and found the following information. The U.S. Department of Transportation’s Federal Motor Carrier Safety Administration (FMCSA) issued a rule in 2012 that strengthened protections for consumers moving their personal property across state lines. Under the rule, FMCSA has been granted the power to fine moving companies up to $10,000 per day for holding customers’ belongings hostage and to use part of the fine to compensate victims. In addition, we found out that if a mover increases the price of your move, you are not required to pay more than 100% of the non-binding estimate or 100% of the binding estimate. We advised our caller that he could file a complaint with us and with the FMCSA.

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