Solving Disputes with a Mover
Relocation is never an easy process. Unfortunately, not
every move
will go smoothly.
Common complaints against movers fall into three categories:
The mover did not arrive or deliver at the appointed date or time.
The price of the move far exceeded the estimated cost, or the mover
is requesting more money before performing the delivery.
There were items lost of damaged during the transit and the mover
and customer disagree on how to settle the claim.
Delay Claims
A mover is obligated to pick up and deliver shipments on the requested
date or time or during the time period stated on the "Bill
of Lading." This is called "reasonable dispatch."
An inconvenience claim may be filed with the mover should these
dates be missed. The amount of money that this type of claim is
worth equals the expense incurred during the delay in your shipment.
Be sure to keep all receipt's for goods and services during the
delay. Should you wish to file such a claim, it must be done within
9 months of the date of delivery of your shipment. Some movers ship
goods under a different arrangement. They have different guaranteed
pickup and delivery dates. This agreement usually has a different
time period, (30 days). You must file the claim in the time period
given in the mover's tariff. Should the mover respond unfavorably,
you may contact the Federal Highway Administration.
Federal Highway Administration (HPS-10)
Office of Motor Carriers - Room 3100
400 Seventh Street, SW
Washington, DC 20590
Billing Disputes
There are two types of estimates:
Non- binding
Binding
Non-bindingestimates give you a general idea of the cost of your
move. Movers are not held to non-binding estimates and the final
charges can be higher or lower than the estimated amount. The actual
cost of the move will be in accordance with the mover's published
tariffs and the mover is legally obligated to collect this amount.
With the binding estimate, the most the mover can collect is 110%
of the original estimated amount at the delivery time. If there
are any more charges over this amount for additional costs you are
required to pay that within 30 days. If you requested or require
more services than those included in the bill, the mover is allowed
to demand payment for those services at the time of delivery. With
a binding estimate, you pay the price set even if the shipment weighs
less or more. This only covers the goods listed on the estimate.
Adding extra items to the move's invalidates the agreement. A mover
has the right to charge extra for any additional service that necessitates
the completion of the job, even if the customer did not order it.
For example, you may believe that a table that was broken during
the move is worth , but the mover claims it is only worth because
the table was damaged prior to loading. If you feel that you have
been overcharged, you may file a claim for overcharge with the mover.
If you receive an unsatisfactory response from your mover, you may
wish to contact the Federal Highway Administration.
Loss and Damage Claims
If the shipment is currently in transit and you have a complaint
about a late pickup or late delivery, or if the dispute is about
the quality of service received or the charges due under a binding
or non-binding estimate (or any other non-eligible type of dispute),
you have the option of pursuing the matter through civil action
or by filing a complaint with the Federal Highway Administration.
If Your Complaint is about lost or Damaged Articles?
If the move was intrastate (moves between 2 points in the same
state) or local, you should contact the appropriate state regulatory
agency or the state attorney general office that oversees such
matters within your state.
If the dispute is about loss or damage that occurred during an
interstate move, you should file the claim with the carrier first.
Claims eligible for arbitration are disputes, typically involving
the amount of the settlement offer, which cannot be resolved between
the shipper and the carrier. If for example, your mover breaks
a table you believe is worth and the mover feels it was only worth
especially since the mover says the desk was damaged prior to
loading.
If you would like to request arbitration of your case, you must
send us a written request for arbitration. Requests must be in
writing and should include:
1. The name and address of the carrier (including the MC - Motor
Carrier Number if available)
2. The date and city where the shipment was picked up
3. The date and city where the shipment was delivered
4. The name (of the shipper) that the shipment moved under
Any shipment number, bill of lading number or claim number that
would help to identify the shipment, and
5. The value of the claim
Do not send in your shipping documents with your initial request
for arbitration. You will be asked to produce them at a later
date. Remember, before the arbitration process can begin, you
must have filed a claim through the carrier's regular claims process
and the mover must have made his final offer.
