Complaint Guidance
This page explains what qualifies as a consumer complaint, how to prepare a clear submission, and how complaints are categorized within the USMPO system.
Purpose of this guidance
- • Help consumers submit accurate, relevant complaints.
- • Reduce incomplete or unverifiable submissions.
- • Improve transparency in published records.
- • Support neutral, fact-based documentation.
How the USMPO Complaint Tool Differs From the FMCSA's National Consumer Complaint Database
Unlike the Federal Motor Carrier Safety Administration's National Consumer Complaint Database, which covers all commercial motor vehicle sectors, the USMPO complaint tool is dedicated exclusively to household goods moves and moving-related disputes.
While the FMCSA plays a critical regulatory role, it does not have the capacity to individually mediate or address every consumer complaint. The USMPO fills this gap by focusing specifically on the moving industry and working to mitigate conflict between consumers and carriers. When possible, the USMPO facilitates dialogue, identifies operational breakdowns, and encourages resolution in an effort to prevent repeat incidents and improve industry standards.
What qualifies as a complaint
A complaint is a documented consumer account describing a specific issue experienced during an interstate household goods move.
Criteria for Acceptance
- ✓ A real transaction occurred.
- ✓ A specific moving company is identified.
- ✓ Issues relate to service, price, timing, or safety.
- ✓ The account is factual and time-bound.
Does Not Qualify
- ✕ General opinions or reviews without context.
- ✕ Speculation without a transaction.
- ✕ Legal filings or court pleadings.
- ✕ Unrelated personal disputes.
How to write a clear complaint
Clear, factual submissions are easier to review and more likely to be approved for publication.
1. Be Specific
Avoid vague statements like "bad service." Instead, state exactly what went wrong (e.g., "The movers arrived 4 hours late").
2. Follow a Timeline
Present events in chronological order. Start from the booking date and end with the current status.
3. Stick to Facts
Avoid assumptions about the company's intent. Focus on observable actions and documented communication.
Common complaint categories
Complaints are grouped to help identify patterns across the industry.
Pricing & Estimates
- Unexpected price increases
- Final charges exceeding estimate
Hostage Load
- Goods withheld for extra payment
- Demands exceeding 110% rule
Delays
- Late pickup or delivery
- Extended storage without notice
Damage or Loss
- Items broken in transit
- Missing inventory items
Communication
- Unresponsive company
- Conflicting information
Other Issues
- Unprofessional conduct
- Incomplete services
Supporting Evidence
Supporting materials help document timelines and clarify the nature of a complaint. Recommended items include:
- • Contracts (Bill of Lading)
- • Invoices and Receipts
- • Written Communications (Email/Text)
- • Photos of damage or inventory
Upload only materials relevant to the complaint. Please redact unrelated sensitive information (such as bank account numbers or unrelated personal data) before submission.
How complaints are reviewed
-
Initial Review:
USMPO staff checks the submission for completeness, relevance, and authenticity signals.
-
Assessment:
The content is reviewed to ensure it meets publication standards (no hate speech, factual basis).
-
Decision:
The complaint is either Documented in the complaint database or Rejected.
Common submission issues
Avoid these common errors to prevent delays or rejection:
Missing Identification
Failing to provide the correct Company Name or identifying details.
No Timeline
Providing a narrative without dates makes verification difficult.
Excessive Emotion
Using abusive language or capitalization instead of describing facts.