When a move doesn't go as planned
Most moves end with everything in the new house and a fair bill. This guide is for the others: a damaged dresser, a missing box, a crew that never arrives, a bill well above the quote, or a move upended by a storm. Working through the steps in order gives you the best chance of fixing it.
Step 1: Check who you hired
Under South Carolina Code Section 58-23-40, a motor carrier must obtain a certificate from the Office of Regulatory Staff and pay the required license fee before it may transport household goods for compensation on any improved public highway in the state, or advertise that it does. Find the mover's certificate details on your paperwork. If there aren't any, ask the mover for them in writing. That tells you which office you can turn to if the problem isn't resolved.
Step 2: Document damage on the spot
- Before the crew leaves, walk through with the crew lead and note any damage on the delivery paperwork.
- Photograph damaged items, the boxes they came in and the packing.
- Keep the packing materials until the claim is settled.
- If you find damage after the crew leaves, write to the mover the same day with photos.
Step 3: Make a written claim
Ask the mover for its claims process and deadline, and file in writing. List each item, describe the damage, attach photos, and say what you're asking for: repair, replacement or payment. Keep a copy of everything.
Step 4: If the bill is higher than the quote
Compare the bill with the written quote line by line: hours, crew size, materials, stairs, long carries, gate or waiting time. Ask the mover to explain each difference in writing. On Hilton Head, time at community gates and long carries from where a truck can park are common sources of surprise charges; if they weren't in the quote, ask why they're on the bill.
Step 5: If the crew doesn't arrive
Call, then send a written message with the time. Ask for a firm new date and time in writing. If you have to hire another mover, keep receipts for the difference in cost and any extra nights of lodging.
Step 6: If a storm disrupts the move
Beaufort's NOAA data lists a 50-year basic wind speed of 120 mph and a 100-year rainfall rate of 4.3 inches per hour; storms of that kind close bridges, trigger evacuations and soak anything left outside.
- Before the storm, move valuables out of trucks and ground-level storage in low-lying areas.
- Ask the mover in writing how it handles weather delays and what it charges, if anything, to reschedule.
- After the storm, photograph anything that got wet before drying or discarding it.
- Check whether your homeowners or renters policy covers belongings in transit or in storage.
Step 7: Dry out anything that got wet
Humid air slows drying. The Beaufort station counts about 1,966 hours a year with the wet-bulb temperature above 73°F. Unpack wet boxes right away, open furniture drawers, and run the air conditioning and a dehumidifier. Wood, upholstery and papers left wet in humid air can grow mold within days.
Step 8: Take it further if needed
If the mover won't respond or resolve the claim, write a final letter that sets out what happened, what you've asked for and a deadline. If it still isn't resolved, the Office of Regulatory Staff is the state office that issues household-goods certificates.
Keep the file
Keep the quote, the agreement, the inventory, photos, claim letters and receipts together until everything is settled.