Complaints or Inquiries From Individual Shippers of Household Goods or Private Automobiles

A significant portion of reported problems come from individuals employing the services of household goods and automobile movers. Many of these individuals are first-time or very occasional users of shipping services. Consequently, they often are in particular need of information about the many firms operating in these areas. The Commission urges such individuals to call or write us prior to committing to any one firm. If this is done, it is possible to ensure that the firm is a licensed, tariffed, bonded Ocean Transportation Intermediary, NVOCC or freight forwarder.

The FMC does not recommend particular companies, and the use of a bonded firm does not guarantee that your move will be trouble-free. Nevertheless, the vast majority of complaints come from customers of unbonded entities.

Very often, a person realizes too late that a mistake has been made. In these cases, it is especially important that the shipper contact the Office of Consumer Affairs and Dispute Resolution Services (“CADRS”)  for assistance. Although certain matters may be beyond the CADRS's explicit jurisdiction, we still may be able to assist parties in addressing their concerns. The matters with which CADRS intervention may be of help include:

• the location of missing cargoes;
• discussions with intermediaries holding or delaying shipments; 
• provision of bond information, when relevant; 
• advice concerning the preparation of loss and damage claims; and 
• information on the Commission's formal complaint processes, when relevant.

The international movement of personal effects and private vehicles can result in unanticipated problems and unexpected expense. Contact CADRS with any questions before you move and improve your chances of success.