Damage Claims If you have a dispute about the charges or loss/damage to your goods, you must first file a written claim with your mover within 90 days of the delivery date. You must include enough information for the mover to investigate your claim along with any specific monetary amounts requested or other type of compensation you are seeking. If your mover does not receive your claim on time, your claim could be denied. If your claim involves damaged goods, you should preserve the containers along with the damaged goods so your mover may inspect them.

Your mover has 20 days to respond acknowledging your claim and has 90 days to pay, deny or make a settlement offer. Your mover has the right to inspect containers or damaged goods within 30 days of receiving your claim. If you are not satisfied with your settlement, you can contact the TxDMV for mediation or you may pursue the claim in a court of law (some counties require mediation before you can pursue your claim in a court of law).

Mediation

Mediation is conducted by a neutral third party and coordinated by TxDMV at no cost to you. Ideally, mediation will be held by telephone conference, by written submission or in person at TxDMV facilities in Austin, Texas. If mediation is unsuccessful, you may pursue the claim in a court of law at your expense.

If you wish to file for mediation through TxDMV, please download our form and submit your request within 30 days after the mover has responded to your claim with an unsatisfactory offer or a denial of your claim, or 90 days after the date you submitted your original claim you have not received a response from the mover.

Mover Complaints

You may file a complaint with TxDMV against a mover in three ways:

Use our automated Complaint Management System (CMS),
Call our consumer helpline at 1-888-368-4689. Hours of operation are between 8:00 a.m. and 4:00 p.m. Monday through Friday or e-mail us.
Mail or fax a HHG Complaint form.

Interstate Moves

Movers that conduct interstate moves are subject to federal regulations under the Federal Motor Carrier Safety Administration (FMCSA). For more information on interstate moving companies or to file a complaint regarding an interstate move, visit www.protectyourmove.gov.

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