Consumer Information

Your Rights and Responsibilities

The Federal Motor Carrier Safety Administration’s (FMCSA) regulations protect consumers of interstate moves and define the rights and responsibilities of consumers (shippers) and household goods carriers (movers). The household goods carrier provided this information to help you understand your rights and responsibilities as an individual shipper of household goods.

Your primary responsibilities are to ensure that you understand the terms and conditions of the moving contract (bill of lading), and know what to do in case problems arise. The primary responsibility for protecting your move lies with you in selecting a reputable household goods mover or broker, and making sure you understand the terms and conditions of your contract and the remedies available to you in case problems arise. Use our plain-language guide to your rights and responsibilities when working with a moving broker alongside the detailed federal requirements below.

Regulations and Interstate Transportation

FMCSA’s regulations apply to motor carriers that engage in the interstate transportation of household goods and brokers that arrange for such transportation. These regulations require your mover to perform certain services and provide you with specific documents.

The regulations only apply when the mover transports your household goods by motor vehicle in interstate or foreign commerce — that is, when you move from one State to another or internationally. The regulations do not apply when your move takes place within a commercial zone or between two points in the same State.

Identifying Legitimate Movers and Brokers

Legitimate movers and brokers are registered with FMCSA to engage in interstate operations involving the transportation of household goods. A legitimate mover explains whether they are a broker or a mover. A household goods broker arranges for the transportation of your shipment but does not provide line-haul transportation. A household goods mover actually transports your shipment.

Household goods brokers or movers must provide you with basic information before you move. You should expect to receive the following:

• A written estimate
• The “Ready to Move” Brochure (or a web link)
• Information about the mover’s arbitration program
• Written notice about access to the mover’s tariff
• The process for handling claims
• The booklet “Your Rights and Responsibilities When You Move” (or a web link)

Your Responsibilities as a Customer

As a customer, you have responsibilities both to your mover and yourself. They include:

• Reading all moving documents issued by the mover or broker.
• Being available at the time of pickup and delivery of your shipment. If you are not available, you should appoint a representative to act on your behalf.
• Promptly notifying your mover if something has changed regarding your shipment (e.g., move dates, additional items).
• Making payment in the amount required and in the form agreed to with the mover.
• Promptly filing claims for loss, damage, or delays with your mover, if necessary.

Understanding Your Moving Estimate

The two most important things to understand for your interstate move are: the types of estimates offered and the mover’s liability in the event of loss or damage. Movers offer different types of estimates — binding and non-binding. The type of estimate you select determines how the charges for your shipment will be calculated.

FMCSA requires your mover to provide written estimates on every shipment transported for you. Your mover’s verbal quote of charges is not an official estimate since it is not in writing. The estimate must be dated and signed by both you and the mover.

Refund Policy for Various Payment Methods

Your Mover’s Liability and Your Claims

In general, your mover is legally liable for loss or damage that occurs during the transportation of your shipment and all related services identified on the bill of lading. The extent of your mover’s liability is governed by the Surface Transportation Board’s Released Rates Order.

All moving companies are required to assume liability for the value of the household goods they transport. There are two different levels of liability that apply to interstate moves.

Loss and Damage Claims

Despite precautions taken, articles are sometimes lost or destroyed during a move. You have the right to file a claim with your mover to be compensated for loss or damage.

The claim must be submitted in writing to your mover or its third-party claims processor. After you submit your claim, your mover has 30 days to acknowledge receipt and 120 days to provide a disposition. The mover might be entitled to 60-day extensions if the claim cannot be processed within 120 days.

Important Moving Documents

Authorized Motor Carrier List

The following motor carriers are authorized to transport household goods arranged through Safe Ship Moving Services.

Order for Service

Your mover is required by law to prepare an order for service for your shipment. The following 14 elements should be listed on the order for service:

1. Your mover’s name, address and the USDOT number assigned to your mover.
2. Your name, address and, if available, telephone number(s).
3. The name, address, and telephone number of the delivering mover’s office or agent nearest to the destination of your shipment.
4. A telephone number where you may contact your mover or its designated agent.
5. One of the following: agreed-upon pickup and delivery dates; agreed-upon period(s) of the entire move; or, for guaranteed service, guaranteed dates or periods with any penalty or per diem requirements.
6. The names and addresses of any other motor carriers, when known, participating in transportation of your shipment.
7. The form of payment your mover will accept at delivery (must match the estimate).
8. The terms and conditions for payment of total charges, including notice of any minimum charges.
9. The maximum amount your mover will demand at delivery to release the shipment, based on the mover’s estimate (collect-on-delivery basis).
10. A complete description of any special or accessorial services ordered and minimum weight or volume charges applicable to the shipment.
11. Any identification or registration number your mover assigns to the shipment.
12. For non-binding estimates: the mover’s reasonably accurate estimate of charges, method of payment, and the maximum amount (110%) due at delivery.
13. For binding estimates: the amount of charges based upon the binding estimate and the terms of payment.
14. An indication of whether you request notification of the charges before delivery, including your contact information.

You are entitled to a copy of the order for service when it is prepared. Should you cancel or delay your shipment, you should promptly cancel the order. If you cancel more than three days after signing the order for service, your mover may charge you a penalty.

Shipment Inventory

Your mover must prepare an inventory of your shipment, typically at the time of loading. The mover is required to list any damage or unusual wear to any items. After completing the inventory, both you and the mover must sign each page.

At the time your shipment is delivered, it is your responsibility to check the items delivered against the items listed on your inventory. If new damage is discovered, make a record of it on the inventory form and call the damage to the attention of the mover.

Movers are prohibited from having you sign documents that release the mover from all liability for loss or damage to the shipment in exchange for delivery.

Bill of Lading

Your mover is required by law to prepare a bill of lading for your shipment. The bill of lading is the contract between you and the mover for the transportation of your shipment. The driver who loads your shipment must give you a copy before or at the time of loading.

The bill of lading must include the following 14 elements:

1. Your mover’s name and address, or the name and address of the mover issuing the bill of lading.
2. The names and addresses of any other mover, when known, who will participate in the transportation.
3. The name, address, and telephone number of the office where you can contact the mover for transportation matters.
4. The form of payment your mover will accept at delivery (must match the estimate and order for service).
5. For collect-on-delivery basis: your name, address, and telephone number so the mover can notify you about charges.
6. For non-guaranteed service: the agreed-upon dates or period of time for pickup and delivery.
7. For guaranteed service: the dates for pickup and delivery and any penalty or per diem entitlements.
8. The actual date of pickup.
9. The identification number(s) of the vehicle(s) in which your shipment is loaded.
10. The terms and conditions for payment of the total charges, including notice of any minimum charges.
11. The maximum amount your mover will demand at delivery for you to obtain possession (collect-on-delivery basis).
12. Evidence of any insurance coverage sold to or procured for you, including the amount of the premium.
13. Each attachment to the bill of lading, including the binding or non-binding estimate, the order for service, and the inventory.
14. The two liability options: Option 1) Full (Replacement) Value Protection, or Option 2) Waiver of Full (Replacement) Value Protection.

Freight Bill

At the time of payment of transportation charges, your mover must give you a freight bill identifying the service provided and the charge for each service. Except for shipments moving on a binding estimate, the freight bill must specifically identify each service performed, the rate or charge per service, and the total charges for each service.

Your mover must deliver your shipment upon payment of 100 percent of a binding estimate or 110 percent of a non-binding estimate, plus the full cost of any additional services requested after the contract was executed and any charges for impracticable operations (not to exceed 15 percent of all other charges due at delivery).

Your mover’s freight bills and accompanying written notices must state the following five items:

• Penalties for late payment
• The period of time for any credit extended
• Service or finance charges
• Collection expense charges
• Any applicable discount terms

Weight Tickets

Your mover must obtain weight tickets if your shipment is moving under a non-binding estimate. Each weight ticket must be signed by the weigh master and contain the following six items:

• The complete name and location of the scale.
• The date of each weighing.
• The identification of the weight entries as tare, gross, or net weights.
• The company or mover identification of the vehicle.
• The last name of the individual shipper as it appears on the bill of lading.
• The mover’s shipment registration or bill of lading number.

Collection of Charges

When your shipment is delivered you will be expected to pay either 100 percent of the charges on your binding estimate, or 110 percent of the charges on your non-binding estimate. You will also be requested to pay charges for any additional services requested after the contract was executed and charges for impracticable operations (not to exceed 15 percent of all other charges due at delivery).

You should verify in advance what method of payment your mover will accept. Your mover must note in writing on the order for service and the bill of lading the forms of payment accepted at delivery. Do not assume your mover will accept payment by credit card unless it is clearly indicated on both documents.

Your mover is forbidden from collecting, or requiring you to pay, any freight charges when your shipment is totally lost or destroyed in transit, unless the loss or destruction was due to an act or omission by you.

Transportation of Your Shipment

Resolving Disputes with Your Mover

The FMCSA maintains regulations to govern the processing of loss and damage claims; however, FMCSA cannot resolve these claims on your behalf. If you cannot reach a settlement with your mover, you have the right to request arbitration. All movers are required to participate in an arbitration program.

Arbitration gives you the opportunity to settle loss or damage claims and certain types of disputed charges through a neutral arbitrator. If you request arbitration for a claim of $10,000 or less, the mover must agree to arbitration and the arbitrator’s decision is binding on the parties.

You may also choose to pursue a civil action in an appropriate court. Legal action may be initiated by filing a claim in your State and serving papers on the mover’s process agent in that State. You may obtain process agent information by contacting FMCSA at (866) 637-0635.

Important Points to Remember

1. Movers must give written estimates. Non-binding estimates are approximations only and final charges may be higher.
2. Do not sign blank or incomplete documents. The only information that might not appear in your paperwork is the actual weight (non-binding) and unforeseen charges in transit.
3. Be sure you understand the mover’s responsibility for loss or damage, and request an explanation of the difference between valuation and actual insurance.
4. Understand the type of liability you sign for. Ask yourself if 60 cents per pound is enough coverage for your household goods.
5. Notify your mover if you have high-value items (valued at more than $100 per pound per item).
6. You have the right to be present each time your shipment is weighed. You also have the right to request a reweigh at no charge.
7. Confirm with your mover the types of payment acceptable when your shipment is delivered.
8. Consider requesting arbitration to settle disputed claims with your mover.
9. Know if the company you are dealing with is a household goods motor carrier (mover) or household goods broker, and if they are registered with FMCSA. Go to www.protectyourmove.gov for this information.
10. Do not sign the delivery receipt if it contains any language releasing or discharging your mover from liability. Strike out such language before signing, or refuse delivery if the mover refuses to provide a proper delivery receipt.

Definitions Used in This Document