What Should I Do If My Mover Won’t Deliver My Belongings?

Quick AnswerWhat should I do if my mover won’t deliver my belongings?First determine whether this is a late-delivery problem or a refusal to release the shipment over payment. If the move is subject to FMCSA’s interstate household-goods rules, review the estimate, bill of lading and any written changes. FMCSA’s payment-at-delivery rules use 100% of a binding estimate and 110% of a non-binding estimate as the baseline for estimated services, while certain additional requested services and permitted impracticable-operation charges can also be due. Ask the mover to put any extra demand in writing, preserve all documents and communications, and use FMCSA’s complaint process when the federal rules apply.

A shipment that is late is different from a shipment being withheld until you pay an unexpected amount. If the mover is simply delayed, see what to do when an interstate shipment is late.

First Confirm Which Rules Apply to the Route

FMCSA’s household-goods rules generally apply to interstate transportation, but there is an important exception: a cross-state move that takes place entirely within a single commercial zone can be exempt from FMCSA jurisdiction and Part 375. FMCSA specifically uses the New York City commercial zone as an example, so some NYC-to-nearby-New-Jersey moves can fall into this exception. A move that stays within New York is generally handled under state rules.

Before relying on federal payment-at-delivery protections, confirm that the exact route is subject to the federal household-goods rules.

Put the Shipment Documents Side by Side

Keep the estimate, order for service, bill of lading, inventory, written changes, payment receipts and the mover’s current demand together. Those documents tell you what was originally agreed and whether the amount being demanded was added later.

Our bill-of-lading checklist explains the key shipment document.

For Moves Subject to FMCSA Rules, Know the Payment-at-Delivery Baseline

For a binding estimate, the baseline maximum due for the estimated services at delivery is 100% of the binding estimate. For a non-binding estimate, the familiar federal protection is 110% of the estimate for the estimated services.

That is not always the entire calculation. Permitted charges for customer-requested additional services and certain impracticable operations can also be due under federal rules. FMCSA says impracticable-operation charges collected at delivery may not exceed 15% of the other charges due at delivery. For a non-binding estimate, the 110% rule is a payment-at-delivery protection, not necessarily a cap on the final lawful bill.

See our 110% rule explainer for that distinction.

Ask for the Extra Demand in Writing

If the mover wants more money before releasing the shipment, ask for an itemized written explanation and the document that supports the added amount. Save texts, emails and screenshots.

Do not rely on a changing verbal explanation when the dispute is about what must be paid before delivery.

If the Mover Still Refuses Delivery

If the shipment is subject to FMCSA’s household-goods rules and you believe you have offered the lawful amount due at delivery, document the refusal and use FMCSA’s household-goods complaint process. FMCSA’s current consumer guidance lists the household-goods complaint hotline at 1-888-DOT-SAFT (1-888-368-7238).

You can review the federal guidance at FMCSA Protect Your Move FAQs.

If the move is governed by New York or another state framework instead, do not automatically apply the federal 100%/110% thresholds. Preserve the same documents and use the applicable state complaint or dispute process.

Immediate-action rule: Get the mover’s demand in writing, compare it with the estimate and bill of lading, and identify which regulatory framework applies to the exact route before deciding which payment rule or complaint process controls.

Bottom Line

If a mover will not release your belongings, first distinguish a delivery delay from a payment dispute. When FMCSA’s interstate household-goods rules apply, review the estimate type and shipment documents, ask for any extra demand in writing, and compare it with the federal payment-at-delivery rules. If the mover still refuses release after the lawful amount is offered, document the refusal and use the appropriate complaint process. For moves governed by state rules or a commercial-zone exception, use that framework instead.

Frequently Asked Questions

What is the 110% rule?

For a non-binding estimate on a move subject to FMCSA’s household-goods rules, 110% of the estimate is the baseline maximum tied to the estimated services at delivery, with separate rules for certain additional permitted charges.

Where do I complain about an interstate household-goods mover?

When FMCSA’s rules apply, consumers can use the National Consumer Complaint Database or call 1-888-DOT-SAFT.

Do the federal payment rules apply to every move that crosses a state line?

No. FMCSA recognizes commercial-zone exceptions, including certain nearby cross-state moves within the New York City commercial zone.