Can a mover charge more than the estimate?

It depends on the estimate type and on what changed. A binding estimate fixes the price for the listed services, a binding not-to-exceed sets a ceiling, and a non binding estimate can move with the actual work. Added items and services signed for on move day change the picture.

Who do I report an interstate mover to?

The FMCSA National Consumer Complaint Database handles complaints about interstate household goods carriers. For a move that stayed inside one state, contact that state's regulator or consumer protection office.

What is arbitration in a moving dispute?

A neutral third party reviews the documents and decides the outcome, outside court. Federal rules require interstate household goods movers to offer a neutral arbitration program for disputes.

Should I refuse to pay until it is resolved?

Be careful. Non payment can affect delivery and can complicate your position. Pay what is not in dispute, put the disputed portion in writing, and follow the complaint process.

Moving Guide

How to Dispute a Moving Company's Bill

Published February 8, 2013 · Written for MovingGuru readers since 2013

The short answer

Work in order. Collect the estimate, the bill of lading, the inventory and the final invoice, and identify the exact line you disagree with. Put the complaint to the company in writing with those documents attached. If that fails and the move crossed a state line, the mover is required to offer a neutral arbitration program, and you can report the company to the FMCSA. Moves that stayed inside one state are handled by that state's regulator instead.

It happens to hundreds each year.

After a stressful move across the country and a day or two of unpacking, a person gets the bill from their moving company, and it’s $1,000 more than expected.

It happens. And if it happened to you, what do you do?

There are a lot of options for those who want to dispute a moving company’s bill. Some are better than others, depending on the circumstances. In this article, we’ll lay them out for you.

Ways to Dispute a Moving Company’s Bill

There are four basic ways to dispute a moving company’s bill.

Through the moving company – The first step is to talk to the moving company. Try to speak with a manager or high-up decision maker.
In arbitration – Arbitration is a form of out-of-court dispute resolution. Your moving contract may provide for arbitration, arbitration is a right under the Carmack Amendment for interstate moves, and if your movers are members of the American Moving and Storage Association, you are entitled to arbitration. Learn more about the AMSA’s dispute resolution programs.
By filing a lawsuit – You can always dispute a bad bill by filing a lawsuit. Court filing fees can be expensive, though, as can be attorneys. Filing suit will make more sense if you can get attorney’s fees and consequential damages. Consult an attorney for more details.
Through your credit card company – If you paid with credit card and were overcharged or unrightfully charged, you can dispute the charge with your credit card company. If they side with you, they’ll chargeback your account, leaving it up to the moving company to sue what what they say they are owed.

When a Moving Company Can Hold Onto Your Stuff

If you refuse to pay a disputed bill, the moving company may hold onto your stuff (assuming they haven’t already unloaded it). The legality of this move is up in the air. For the movers, your stuff is, essentially, collateral for the bill. However, if the bill is bogus, then the movers’ actions border on theft, if not extortion.

Simply put, if you refuse the pay a bill, a moving company may hold onto your stuff. However, whether they can do this without repercussion will depend on the situation. In any case, get police to come document the situation and know where you stuff is going to be kept while the bill remains outstanding.

Initial Steps for Disputing a Moving Company’s Bill

When you get a bill that doesn’t jive with your expectations, here’s what to do:

Read the bill – Make sure you understand what the charges are, and which charges you don’t agree with.
Read the contract – Check your moving contract to determine if it addresses the charges you have a problem with.
Explain your issue – Explain your position to the movers as level-headedly as possible.
Document the dispute – If you can take pictures of the issue (like a broken couch), then do so. If not, get in writing what the moving company’s position is – what’s their basis for charging you? Also, detail in writing what consequences will arise if the movers are going to keep your stuff.
Contact the police – If you think you are involved in a moving scam, contact the police. The police may allow the movers the keep your stuff, but at least everything will be documented and official.
Contact an attorney – An attorney is your best bet for challenging a bad bill.

5 Tips for Avoiding a Dispute with Your Moving Company

Like cancer, there’s no tried-and-true way to totally avoid disagreements. However, just the same, there are many ways to reduce your risk of getting into a disagreement with your moving company. Here are the top five ways to avoid a dispute with your movers:

Contract – Make sure your moving contract covers all the potential costs. Learn more about what to include in your moving contract.
Background check – Conduct a background check on the moving company by reading online reviews and checking public records. Learn how to find useful mover reviews online.
Get a flat rate or price cap – If you get a flat rate moving price or a binding-not-to-exceed price, you won’t have to worry about hidden fees blowing up your move.
In home estimates – In-home estimates let the moving company know exactly what they need to move.
Be nice – The best way to avoid a dispute is to be courteous. If you’re rude or angry, your movers might bristle and be unwilling to compromise, whether they’re right or wrong. Be nice when you first raise the issue.

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Options When Movers Break Your Stuff

Moving Contracts

What Is the American Moving and Storage Association?

Moving Company Dispute Resolution

Interstate or intrastate decides who can help

	Interstate move	Move inside one state
Who sets the rules	Federal rules for household goods carriers	The state's own regulator
Key documents	Estimate, order for service, bill of lading, inventory	Estimate, contract, bill of lading, inventory
Neutral arbitration	Movers must offer a neutral arbitration program for disputes	Depends on the state and the contract
Where to report	FMCSA National Consumer Complaint Database	State regulator, attorney general or consumer protection office

The documents to gather first

The written estimate and its type: binding, non binding or binding not-to-exceed.
The order for service and any change orders signed on move day.
The bill of lading, which is the contract of carriage.
The inventory sheets and any exception notes made at delivery.
The final invoice, with every accessorial charge itemised.
Photographs, weight tickets and dated notes of what was said and by whom.

Raising the complaint

Write to the company rather than only calling. State the charge you dispute, the amount, the document it contradicts and the resolution you want. Keep it factual and keep a copy. Give a reasonable deadline for a reply.

If the company does not resolve it, and the move was interstate, ask in writing for the neutral arbitration program the federal rules require movers to offer. Arbitration is cheaper and faster than court and the decision is made by a third party. The separate article on moving dispute resolution and arbitration explains how the process works.

You can also file a complaint with the FMCSA National Consumer Complaint Database. Complaints there do not recover your money directly, but they inform enforcement and they build a record against companies that do this repeatedly.

Read the bill against the estimate, line by line

Lay the final invoice beside the written estimate and mark every line that does not appear on both. Most differences fall into ordinary categories: a service added on the day, a shuttle because the truck could not reach the door, stairs or a long carry, extra materials used in packing, waiting time, or a shipment that weighed more than estimated under a non binding quote. A charge you did not expect is not automatically improper and it is rarely fraud. What it does mean is that the company should be able to point at the document that authorises it.

Ask in writing for a full itemisation: each charge, the rate, the quantity and the document it comes from. Check the weight tickets if the price was weight based, check the inventory against what actually arrived, and check any change order for your signature. That request alone resolves a fair number of disputes without going further.

Before the next move

Most disputes start at the estimate. A binding not-to-exceed estimate caps what you can be charged, reading the moving contract and the hourly contract terms before signing removes most of the surprises, and comparing more than one company at the start helps as well. You can get free moving quotes when you are ready for the next one. This page is consumer information, not legal advice.

Sources: FMCSA National Consumer Complaint Database · 49 CFR 375.211, arbitration requirement · 49 CFR Part 375, transportation of household goods · FMCSA Protect Your Move. Rules, programs and prices change, so check the source before you rely on it.

Frequently asked questions

Can a mover charge more than the estimate?: It depends on the estimate type and on what changed. A binding estimate fixes the price for the listed services, a binding not-to-exceed sets a ceiling, and a non binding estimate can move with the actual work. Added items and services signed for on move day change the picture.
Who do I report an interstate mover to?: The FMCSA National Consumer Complaint Database handles complaints about interstate household goods carriers. For a move that stayed inside one state, contact that state's regulator or consumer protection office.
What is arbitration in a moving dispute?: A neutral third party reviews the documents and decides the outcome, outside court. Federal rules require interstate household goods movers to offer a neutral arbitration program for disputes.
Should I refuse to pay until it is resolved?: Be careful. Non payment can affect delivery and can complicate your position. Pay what is not in dispute, put the disputed portion in writing, and follow the complaint process.

Filed under:Moving Companies Odds & Ends Types of Moves