About the Customer Complaint Tool
The U.S. Moving Protection Organization (USMPO) Customer Complaint Tool is designed to document and analyze consumer complaints related to household goods moving services. The purpose of this tool is to identify patterns of fraud, misconduct, and operational negligence within the moving industry.
By aggregating complaint data, the USMPO is able to detect repeat issues, high-risk business practices, and systemic failures that negatively impact consumers. These insights help inform consumer education efforts, industry reform initiatives, and—when appropriate—support action by designated authorities.
Who Should File a Complaint
The U.S. Moving Protection Organization encourages consumers to submit a complaint if they believe they have experienced deceptive, negligent, or unethical conduct related to a household goods move.
Common reasons to file a complaint include, but are not limited to:
- Large price increases after loading
- Holding household goods hostage for additional payment
- Failure to deliver within the agreed delivery window
- Damaged or missing items
- Misrepresentation of licensing, insurance, or services
- Unauthorized subcontracting or brokerage
- Poor communication or refusal to respond after payment
Filing a complaint helps the USMPO identify high-risk practices and protect future consumers from similar experiences.
Why Your Complaint Matters
Every complaint submitted helps improve transparency and safety in the moving industry.
By documenting your experience, you are:
- Helping identify unsafe or unethical business practices
- Supporting future consumers
- Encouraging higher standards of accountability among carriers
- Contributing to meaningful industry reform
The USMPO thanks consumers for taking an active role in protecting others.
Please Read, Collect, & Prepare Before Filing
There are many kinds of moving scams. One of the most common is when a “rogue” mover provides a low-cost quote incentivizing you to reserve without doing proper research. After the mover arrives or loads the truck, the mover may demand more money to deliver.
Before filing, please collect:
- The name, address, and telephone number of the moving company, broker or auto transporter.
- Origin, destination, and date(s) of the shipment.
- Date(s) of contract: estimate contracts, bill of lading contract(s).
- The U.S. Department of Transportation (U.S. DOT) and Motor Carrier (MC) identification numbers, if available.
- Details on the alleged specific violation(s):
- Copies of estimates(s) provided for the move
- Copies of Bill(s) of Lading for the move
- Copies of email correspondence with broker, carrier and agent relating to the move
- Your written narrative of what happened
- Please make a written (emailed) request to the carrier for a copy of the carrier tariff, which the carrier is required to provide by 49 CFR 375.213, 49 CFR 1310.6, and 49 USC 13702(c).
If a broker was involved, please make a written (emailed) request to the broker for copies of:
- List of all motor carriers (and DOT #s) the carrier used for brokering household goods moves at the time of your transaction. (49 CFR 109).
- Copy of Broker-Carrier Agreements for each motor carrier in effect at the time of your moving transaction. (49 CFR 115(b)).
- A copy of broker transaction records for the move involved (49 CFR 371.3(c)).
Please request copies to be provided to you by email attachment. If these are provided, forward copies to support@usmpo.com. If not provided within one week of your request, please send us documentation that the request was made.
Submit Your Complaint
Please ensure all details are accurate to facilitate the review process.
CONSUMER MOVING COMPLAINT FORM
Official submission to the U.S. Moving Protection Organization
For use in documenting consumer moving experiences and complaints
SECTION A. COMPLAINANT INFORMATION
What Happens After You Submit a Complaint
Once a complaint is submitted, the USMPO will review the information provided and may request supporting documentation to better understand the issue. The USMPO will then attempt to contact the moving company on your behalf.
Verified Carriers
If the moving company is verified by the USMPO, the complaint will trigger a carrier intervention. This process is designed to identify where the breakdown occurred, why it happened, and how similar issues can be prevented in the future.
Non-Verified Carriers
If the moving company is not verified, the carrier may be invited to participate in an intervention aimed at identifying the root cause and outlining corrective measures.
How USMPO Uses Complaint Data
The USMPO does not collect complaints for record-keeping alone. Complaint data is analyzed to:
- Identify repeat offenders and high-risk operating patterns
- Detect emerging fraud tactics within the moving industry
- Support consumer education and fraud prevention initiatives
- Inform carriers of operational breakdowns and compliance risks
- Provide aggregated insights to relevant authorities when appropriate
This data-driven approach allows the USMPO to proactively improve accountability and transparency across the industry.
Important Limitations & Disclosures
The U.S. Moving Protection Organization is an independent trade organization and consumer advocacy entity. While the USMPO works to encourage resolution and accountability:
- The USMPO is not a regulatory agency
- The USMPO cannot impose fines or legal penalties
- Participation in interventions is voluntary for non-verified carriers
- Filing a complaint does not replace filing with the FMCSA, state Attorney General, or law enforcement
- Consumers are encouraged to file complaints with all appropriate authorities when fraud or serious misconduct is suspected