What to Do If Movers Hold Your Stuff Hostage
Fact Checked by: Here’s the quick answer: If movers steal your stuff, you need to act quickly by contacting the moving company to lodge a formal complaint. Next, file a police report, review your moving insurance policy, prepare an inventory, and file a claim.
If the movers don’t cooperate, contact the Federal Motor Carrier Safety Administration (FMCSA) or your state’s consumer protection agency and seek legal counsel.
Take a breath. You’re not powerless. There are practical steps you can take right now to fight back, recover your items, and hold bad actors accountable. Here’s how to protect yourself, get your property back, and avoid moving scams in the future.
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Quick-reference checklist: What to do if movers steal your stuff
Move fast, but stay organized. The goal is to build an airtight paper trail, alert the right authorities, and apply pressure in the right places when you’re seeking resolution from your moving company.
- Document everything: Photograph the truck, boxes, and any conversations or signage. Save texts, emails, and call logs in a single folder so you can share a clean packet with police, regulators, or your bank.
- Contact the moving company (in writing): Ask for a specific delivery date and an explanation for any delay or extra charge. Request all responses by email so you have time-stamped proof.
- File a police report: Bring your contract, bill of lading, and inventory. Even if officers call it “civil,” an incident number can help with credit card disputes and regulatory action.
- Report to the FMCSA: Submit a complaint online or call 1-888-368-7238. Federal complaints help investigators spot and address moving scams.
- Alert state and local agencies: File with your state consumer protection office, the Attorney General, and the BBB. Multiple complaints create leverage and timelines.
- Consult an attorney: A short demand letter from a lawyer could prompt the movers to take action. Ask about small claims or arbitration if a full lawsuit isn’t practical.
- File insurance/valuation claims: Start your claim immediately and request a written receipt of your submission. Keep following up to keep the clock moving.
- Consider public pressure: Share a factual timeline (with receipts) on review sites and social media. Stick to verifiable facts and screenshots to stay credible.
Understand your rights: Federal and state laws
Movers are bound by federal rules for interstate shipments and state rules for intrastate jobs. Knowing the basics helps you respond with confidence.
- The 110% rule (interstate, non-binding estimates): At delivery, a mover cannot require more than 110% of the original non-binding estimate to release your goods. They can bill the remainder later, but they can’t hold your belongings hostage at the door.
- Hostage situations are illegal: A mover may not withhold delivery for unauthorized fees or surprise charges. Documentation is powerful when you’re reporting this behavior.
- Your Rights and Responsibilities When You Move (FMCSA): Interstate movers must provide this booklet outlining your protections and the claims process. Download the booklet and cite it in emails.
- State protections (intrastate): In each state, the Public Utilities/Transportation Commission or Consumer Affairs office sets the rules. Check yours before you escalate the situation.
Not sure which agency has jurisdiction? Use this quick guide to route your complaint to the right place.
| Type of move | Regulating authority | Where to complain |
|---|---|---|
| Interstate (crossing state lines) | Federal Motor Carrier Safety Administration (FMCSA) | FMCSA complaint form, local police, BBB, state AG |
| Intrastate (within one state) | State public utilities/consumer protection agencies | State PUC/consumer affairs, local police, BBB, state AG |
Step-by-step guide: What to do if movers steal or withhold your items
1. Start documenting everything
You need to build a neat, chronological file that proves what was tendered, what was promised, and what changed. Thorough records can help resolve your dispute faster.
- Photos & inventory: Photograph high-value items, sealed boxes, and the moving truck at pickup and delivery. Keep a dated inventory and note serial numbers for electronics so their replacement value is clear.
- Save communications: Move every email and text into a single folder. Screenshot phone logs and summarize calls in a “move diary” with times, names, and promises made.
- Preserve paperwork: Keep the signed estimate, bill of lading, weight/scale tickets, and any addenda. These documents tell investigators exactly what should have happened.
2. Contact your moving company (in writing)
Written communication creates a timeline you can forward to police, regulators, and your bank. Keep it short, factual, and specific.
- Request a delivery update: Ask for a firm delivery window and an explanation for any delay. Request the response by email within 24 hours so you can escalate the matter if you need to.
- Demand documentation: If they claim you owe more, ask for the exact contract clause, reweigh tickets, or revised order for service. No paperwork, no payment.
- Reference your rights: Note that you’re aware of the FMCSA 110% rule (for interstate non-binding estimates) and are documenting the interaction for regulators.
3. File a police report
A report adds urgency and gives you an incident number for claims and chargebacks. Bring proof and keep the summary concise.
- Gather your contract, bill of lading, inventory, photos, and payment receipts.
- File in person or online (if offered by your city/county). Ask for the incident number before you leave.
- Include the essentials:
- Mover identity: Legal name, address, phone, USDOT/MC or state license numbers so officers can verify who you’re dealing with.
- Property list: Detailed list of withheld or missing items, with values/serials for high-value goods.
- Evidence packet: Copies of the estimate, bill of lading, emails/texts, and any recorded demands for extra money.
- People involved: Names, truck numbers, and any subcontractors’ info to help locate your shipment.
Here’s a sample statement you can adapt:
I hired [Company Name, USDOT # or License #] to move my household goods from [Origin] to [Destination] on [Date]. The company has failed to deliver my items as agreed, and is demanding additional payment beyond our contract. I believe my property has been stolen or is being unlawfully withheld. Attached are the contract, inventory, and all communications.
Even if police treat it as a civil complaint, the incident number helps with valuation claims, credit card disputes, and FMCSA complaints.
4. File complaints with federal, state, and local agencies
Regulatory complaints establish a record and can prompt quick calls from investigators, especially when multiple consumers report the same company.
- FMCSA (interstate): File online or call 1-888-368-7238. Include your contract number and incident report.
- State consumer protection: Find your state’s office here. Many states can fine or suspend offenders.
- BBB & Attorney General: Submit detailed timelines and upload documents. These filings often trigger management responses.
Use this complaint template (paste into email or a web form):
Subject: Complaint Against [Moving Company Name, USDOT #] I am filing a complaint against [Company Name] for failure to deliver my belongings as agreed. Despite paying [amount], my property has not been returned and the company is demanding further payment. Attached are my contract, correspondence, and inventory of missing items. I request immediate investigation and assistance in recovering my property.
5. Consult an attorney
Legal letters get attention. If the mover won’t release your goods or keeps stalling, bring in counsel.
- Find a consumer/transportation lawyer: Bring your evidence packet. Ask whether to send a demand letter, file in small claims, or compel arbitration based on your your contract.
- Clarify fees and recovery: In some cases of bad faith or fraud, courts may award costs or fees. Ask what’s realistic in your state.
- Need low-cost help? Search your state bar or check legal aid resources for sliding-scale options.
How to file insurance and damage claims
Whether your items are missing or damaged, your recovery depends on the level of moving insurance coverage you selected and how well you document loss.
- Check your valuation selection: Full Value Protection lets the mover repair, replace, or pay the current value; Released Value is minimal (often $0.60/lb) and may not cover actual value.
- Call your insurer: Some homeowners/renters policies cover items in transit or while stored. Ask about deductibles and proof requirements.
- Assemble proof: Inventory, dated photos, receipts, serial numbers, police/incident report, and all emails create a strong claim.
- File in writing and get confirmation: Submit your claim using the mover’s claims portal or email and request a written acknowledgment with a claim number and timeline.
- Follow up on a schedule: Many claims are resolved in 30–60 days. Check-in every 7–10 days and keep notes of each interaction.
What to do when movers demand extra money and hold your items hostage
A “hostage” move happens when a mover refuses to deliver unless you pay surprise fees. For interstate non-binding estimates, the 110% rule protects you at the door.
- Do not exceed 110% at delivery (interstate, non-binding): Offer the lawful amount and ask for a supervisor if the crew refuses.
- State your rights calmly: Tell the foreman you’re documenting the refusal and will report it to FMCSA/state regulators. Keep your phone recording.
- Request a reweigh and paperwork: If they claim a higher weight or volume, ask for reweigh tickets and the specific contract clause authorizing the charge.
- Involve law enforcement: Call local police and request an incident report. A patrol presence often defuses door-step standoffs.
- File complaints immediately: Submit FMCSA and state complaints the same day while details are fresh.
Preventive measures: How to avoid moving scams
Pre-move checklist
Smart vetting prevents most problems. Use these steps before you sign anything. They’ll save you time, money, and headaches later.
- Research at least three movers: Read recent reviews (past 6–12 months) and verify USDOT/MC or state licenses. Consistent branding, a physical address, and clear ownership are green flags.
- Get in-home or virtual surveys: Solid estimates require seeing your inventory. Quotes given over the phone are often lowball offers that balloon on moving day.
- Ask about the claims process: Request the claims timeline and forms up front. A reputable carrier has a documented, trackable workflow.
- Photograph everything before packing: Snap rooms, serial numbers, and pre-existing damage. Photos prove the condition and cut through “he said/she said.”
- Build a detailed inventory: Note item descriptions, serials, and values. Share a copy with the foreman so both parties agree on what’s on the truck.
- Read contracts slowly: Look for long-carry, shuttle, fuel, storage, and stair fees. If a clause is vague, ask for it in writing in plain English.
- Avoid big cash deposits: Use traceable payment methods and avoid paying in full before delivery. Credit cards give you more leverage to dispute.
- Organize paperwork: Keep digital and printed copies in a folder you carry, not in a packed box. You’ll need them at delivery.
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Red flags for moving scams
These warning signs show up repeatedly in hostage and “vanish” scams. If you spot two or more, pick another mover.
- No physical address: A PO box or mailbox store instead of a warehouse or office suggests a shell company that’s hard to track.
- No written estimate/contract: Refusing to put numbers on paper means they can change the price at will later.
- Large deposits or cash-only: Big up-front payments reduce your leverage. Reputable carriers accept cards and modest deposits.
- Unmarked trucks/no uniforms: Generic vehicles or crews can indicate a broker farming work to unknown subcontractors.
- Poor communication: Multiple names, changing phone numbers, and delayed replies are classic precursors to problems.
Use social media and news to get public exposure
If formal complaints stall, public visibility can prompt the movers to take action. Keep your tone professional and your facts bullet-proof.
- Post factual reviews: Create a concise timeline with dates, amounts, and what the contract says. Upload screenshots and photos for credibility.
- Use social media strategically: Tag the mover and relevant regulators. Pin your post and update it as you receive responses so others can follow the thread.
- Pitch local reporters: Consumer reporters look for patterns. Offer your document pack and names of other impacted customers if you have them.
- Stay calm and precise: Avoid opinions and accusations you can’t prove. Let your documentation do the heavy lifting.
FAQs:
What if movers are unresponsive or disappear?
Can I get my money back?
How can I prove what’s missing?
How long does the claims process take?
Resources and templates
Use these links and ready-to-copy templates to accelerate your complaints and claims:
- FMCSA complaint (interstate): Submit here to alert federal investigators.
- BBB complaint: File here and attach your timeline and documents.
- State regulatory contacts: Find your agency for intrastate moves.
- Avoiding scams: Read our guide to common moving scams before you book.
- Top-rated movers: Compare options in our best moving companies roundup.
- Plan your budget: Get instant estimates with the moving cost calculator.
Copy-paste templates
- Complaint letter: Use the template in the step-by-step guide and attach your evidence packet.
- Police report statement: Adapt the sample language above and bring contracts, inventory, and receipts.
- Inventory list: Create a spreadsheet with columns for item description, serial number, value, condition, photo link, and notes.
Key takeaways: Protect yourself and your move
Here are the big moves that make the biggest difference when things go sideways.
- Document every step: Photos, inventories, and saved messages are your leverage — start building the file before pickup.
- Know your rights: For interstate non-binding estimates, movers cannot demand more than 110% at delivery to release your goods.
- Act quickly: File police and regulator reports as soon as you sense trouble; early filings shorten timelines.
- Escalate with intent: A lawyer’s demand letter and a clean public timeline could get things moving.
- Prevent problems: Vet three movers, demand a survey, and refuse vague, phone-only quotes.
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