What to do when an interstate move goes wrong
Preserve evidence first. Then use the written agreement, claims process, payment protections, and official complaint channels.
Create an evidence file
- Estimate, order for service, bill of lading, inventory, and valuation selection
- Receipts, payment records, and written revisions
- Photos or video of damage and condition
- Emails, messages, call notes, names, dates, and promised resolutions
- A short chronological timeline of what happened
Send a precise written notice
Identify the shipment, describe the issue, cite the relevant document, state the requested resolution, and give a reasonable response date. Keep proof of delivery.
For loss or damage, follow the mover’s claims instructions and applicable deadlines. Do not discard damaged property or packaging before asking what inspection is required.
Escalate through the correct channel
FMCSA accepts complaints involving interstate movers and brokers. A complaint helps regulators identify patterns, but it does not replace a loss-and-damage claim, arbitration, charge dispute, insurance process, or legal advice.
Local moves may be regulated by a state agency rather than FMCSA. Confirm which authority applies to your route.
Official sources and scope
Setly summarizes consumer decision points and does not certify, approve, recommend, or guarantee a mover. Verify changing registration, authority, insurance, complaint, and safety information directly with the official source before paying and again before pickup.
Movers cannot pay to change Setly’s findings.
Commercial relationships, if introduced, will be labeled and kept separate from report evidence.