When a move goes wrong
A move that goes wrong usually goes wrong in one of four ways: something is damaged, something is missing, the crew is late or doesn't come, or the bill is higher than you were told. Each has a clear set of steps, and the first one is the same for all of them.
Step 1: Find the mover's TxDMV number
The Texas Department of Motor Vehicles requires anyone who transports household goods for compensation in Texas to register for a TxDMV number, regardless of vehicle weight. Find the number on your quote or agreement. If it isn't there, ask the mover for it in writing. Look it up with TxDMV; the registration tells you which state agency oversees the mover.
Step 2: Document damage before the crew leaves
- Walk through the house with the crew lead before they go.
- Note any damage or missing items on the delivery paperwork, and keep your copy.
- Photograph damaged items, the boxes and the packing.
- Keep the packing materials until the claim is settled.
Step 3: File a written claim with the mover
Ask for the mover's claims process and deadline. File in writing with a list of items, a description of the damage, photos and what you want: repair, replacement or payment. Send it in a way you can prove, and keep copies.
Step 4: Dispute charges above the quote
Lay the quote next to the bill. Look at hours, crew size, stairs, long carries, packing materials and any fuel or travel charges. Ask the mover to explain each difference in writing. Don't sign a delivery receipt that says the move was satisfactory if it wasn't; note the problem on it instead.
Step 5: When the crew doesn't arrive
Call, then send a written message noting the time. Ask for a new date in writing. If you have to hire someone else, keep the receipts for the extra cost and any lodging.
Step 6: When your own insurance is involved
Sometimes the loss falls on your homeowners or renters policy: a storm that damages belongings between houses, or damage the mover won't cover. If you and your insurer disagree about a home or renters claim, the Texas Department of Insurance suggests asking for an appraisal or hiring a public adjuster. TDI takes complaints online or through its Help Line at 800-252-3439, 8 a.m. to 5 p.m. Central time, Monday through Friday.
Step 7: Take the mover complaint further
If the mover doesn't resolve your claim, send a final letter setting out what happened, what you've asked for and a deadline. If it's still unresolved, TxDMV, the agency that registers household-goods movers, is the place to take the complaint. Include the TxDMV number, your agreement, photos and your letters.
Step 8: Next time
- Get two or three written quotes after a walk-through.
- Check each mover's TxDMV number before you book.
- Ask how claims work before you sign.
- Pack valuables, documents and medicines yourself and carry them in your car.
Keep the paperwork
Keep the quote, the agreement, the inventory, photos, letters and receipts in one place until every claim is closed.