If you have a dispute about the charges or loss/damage to your goods, you should first file a written claim with your mover, include the specific amount of money or other compensation you're seeking. List enough information for the mover to investigate your claim. Provide your mover with any shipping documents and other information requested. You must ensure that your mover or his agent receives your claim within 90 days of delivery of the shipment. If your mover does not receive the claim on time, your claim could be denied. If your claim involves damaged goods, you should preserve the containers and any damaged goods so your mover may inspect them.

Mover's Response to a Claim

Your mover must contact you within 20 days (excluding Sundays and holidays) of receipt of your written claim. Your mover has a right to inspect containers or damaged goods within 30 days of receiving your claim. Your mover must pay or deny your claim, or make a firm settlement offer, within 90 days of receiving your claim. If you are not satisfied with your settlement, you can contact TxDMV for mediation or you may pursue the claim in a court of law. Some movers may have mediation or binding arbitration programs. Before using a program of this type, be sure to determine if it restricts your right to pursue your dispute with TxDMV or through legal action.

Household Goods Mover Complaints

You may file a complaint with TxDMV on a specific household goods (HHG) mover by using our automated Complaint Management System (CMS), calling our consumer helpline between 8:00 a.m. and 4:30 p.m. at 1-800-299-1700 (option 3, 1, 1) or by mailing or faxing a HHG Complaint form to our office.

Mediation by TxDMV

If you wish to file for mediation through TxDMV, you must submit your request within 30 days after any portion of your claim is denied. Additionally, if your mover has not paid or denied your claim or made a firm settlement offer within 90 days of receiving your claim, you have 30 days to request mediation through TxDMV. The mediation will be held by telephone conferences, by written submissions, or in person at TxDMV facilities in Austin. The cost of the mediator is paid by TxDMV. If you and the mover agree to a solution to your claim during mediation, your dispute may be resolved. If you and your mover do not reach an agreement through mediation, you may pursue your claim through a court of law.

Contacting TxDMV

You may contact TxDMV at any time for information on household goods moves within Texas. Claims are filed with your mover, and TxDMV does not settle claims. However, TxDMV can advise you on the claims handling process and does coordinate the mediation of disputes. If you have questions about moving within Texas or wish to make a complaint about a mover, you may contact TxDMV at 1-800-299-1700 (select option 3), or by e-mail.

Transporting Shipments Across State Lines

If your household goods were moved across state lines, your move is not within TxDMV's jurisdiction. You may contact the Federal Motor Carrier Safety Administration (FMCSA) Office of Public and Consumer Affairs at (888) 368-7238.

All written complaints must be submitted on the Federal Motor Carrier Safety Administration (FMCSA) Consumer Complaint Form.

Completed forms should be mailed or faxed to the following.

FMCSA Office of Public and Consumer Affairs
400 Seventh St., SW, MC-PA
Washington, DC 20590
FAX: 202-366-7238