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Department of Transportation

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Office of Modal Safety & Security
Truck & Motor Carrier Safety

Household Goods

Consumer Moving Information

If you are moving within New York State, here are some helpful tips when choosing a mover...

DO:

  • Select your mover with care. Make sure the carrier is licensed by the Commissioner of Transportation. For verification call (518) 457-6512, or e-mail us at nymoving@dot.ny.gov. When checking on a mover please provide their exact name, and if available, NYDOT number.
  • Get at least three estimates, preferably from the movers doing a physical inspection of your home.
  • Insist the mover provide you with a "Summary of Information" The preceding link requires Adobe Reader booklet, which describes your rights as a shipper.
  • Before anything is moved, make sure the mover has given you an "Order for Service" with a dollar amount of how much you will have to pay at delivery in order for the mover to deliver all of you goods.
  • Read everything that you sign, and make sure to keep a copy of each document.  
  • Make an inventory of all your household goods and include the number of boxes and condition of your furniture.
  • Make sure you understand the liability of the mover. Have the mover explain his or her liability and how you can purchase additional coverage.
  • Schedule your departure and arrival with enough flexibility to allow for possible delays.
  • Advise the mover of telephone numbers and/or addresses where you can be reached en route, or at destination.
  • File a written claim with the mover for loss and/or damage.  

DON'T:

  • Use an unlicensed mover.
  • Believe that any phone or written estimate given by a mover will be the actual cost of your move.
  • Expect the mover to provide free packing supplies such as boxes, cartons and barrels. (Note: Should you hire the mover to provide packing services, then bubble wrap, tape, and similar packing materials are considered "tools of the trade" and are included in the packing fee.)
  • Expect the mover to provide services free of charge, such as clean-up services, disconnection and reinstallation of appliances, fixtures, etc...
  • Fail to make arrangements to have at the time of delivery, in cash or certified check, the amount shown on the "Order for Service."
  • Sign your name to anything that you haven't read first and then given your copy of the document.

Moving Complaints

How to file a complaint against a mover with the New York State Department of Transportation

  • Intrastate (Moves WITHIN New York)

    The Department of Transportation grants licenses to moving companies that operate within New York State. If you've recently moved within New York State and have had a problem with your move, you can file a complaint with us and we'll look into the issues surrounding your move. Keep in mind that we only regulate moves that started and finished within New York.

  • Interstate (Moves crossing state lines)

    If your shipment has crossed a state line, the jurisdiction over your move is now under the Federal government. This is true even if the move originated or terminated in New York State. You should contact the USDOT, Federal Motor Carrier Safety Administration The preceding external link opens a new browser window at 1(888) 368-7238. More information regarding interstate moving can be viewed at their web site.

If your move resulted in loss or damage, be sure to notify your mover IN WRITING as soon as possible. Movers are required to respond to a written claim within 30 days and resolve the claim in writing within 120 days. Keep in mind that a resolution can be payment in full, a compromise settlement, or a denial of the claim. If you are dissatisfied with the settlement of your loss or damage claim, you can seek a resolution in Small Claims Court. The Department of Transportation cannot adjudicate loss or damage claims. This is a civil matter and you must seek a resolution in court. If you obtain a judgment from a court, the mover must pay the judgment within 60 days. If you do not receive payment, the Department will assist you in collection of the judgment.

If you have a moving complaint for other than loss or damage, we may be able to help. If you feel that the mover has not honored the contract, has engaged in questionable business practices, or has failed to provide you with all of the appropriate paperwork, you can file a complaint with us. To file a complaint against a mover, download this Consumer Complaint Form The preceding link requires Adobe Reader (Fillable Complaint Form).

After completing and signing the form, mail it to:

  • New York State Department of Transportation
    Office of Safety and Security Services
    50 Wolf Road, POD 53
    Albany, New York 12232

Please enclose copies of all paperwork and correspondence between you and your mover. Once we receive your complaint we will send you a letter advising you as to how your complaint will be handled. If you have any questions, you can contact us by e-mail at nymoving@dot.state.ny.us or by telephone at 1(518) 457-6512.


Small Claims Court

If you suffered loss or damage as a result of your move, notify your moving company in writing as soon as possible. The company is required to acknowledge your claim in writing within 30 days. The company has 120 days to settle your claim. If you unhappy with the resolution of your claim, and are unable to resolve your differences with the company, you can seek resolution in court. Please refer to the following guide to small claims court The preceding external link opens a new browser window for information regarding the process.