Fillable Printable Smart Buyer Series Smart Moving
Fillable Printable Smart Buyer Series Smart Moving
Smart Buyer Series Smart Moving
TEXAS DEPARTMENT OF MOTOR VEHICLES
SEPTEMBER 2017 1
The Texas Department of Motor Vehicles Smart Buyer Series
Smart Mover
Tips for a Safe and Successful Household Goods Move
Overview
The Texas Department of Motor Vehicles (TxDMV) is committed to making Texas consumers smarter when it
comes to hiring a moving company for their household goods move. Texas law requires that a mover operating
within the State to be licensed by both the TxDMV and the U.S Department of Transportation (USDOT). These
license numbers must be displayed on moving trucks, printed on online advertisements, and on their moving
proposals/contracts.
Unfortunately, unlicensed movers operate throughout the state and country. These unlicensed or “rogue” movers
exact a tremendous financial and emotional toll on unwary Texas consumers who often find themselves faced
with having to pay high additional costs as ransom at the end of the move to recover the consumer’s possessions
or risk losing these possessions. In some cases, the consumer’s possessions are simply stolen and never delivered
to the destination. Rogue movers will often rely on a “signed contract” to enforce their demands and to try to
convince law enforcement that their operations are legitimate. The rogue movers will argue that the dispute
between the mover and the consumer is a “civil matter”, and not what is actually happening - criminal fraud.
This information is provided by the TxDMV Enforcement Division to inform consumers of the dangers of dealing
with “rogue movers”. We do not want consumers to ever make that call or email contact that results in a “rogue”
mover entering your home and loading all of your possessions on his or her truck. Once your possessions are on
the truck, it is, in most cases, too late. The Texas Department of Motor Vehicles wants you to be a “Smart Mover.”
Moving fraud is preventable. Consumers must do their homework when looking to hire a moving company.
Unlicensed movers will often offer the lowest price. The internet is the preferred way of advertising this “lowest”
price. Remember, the “rogue” mover has one goal: to gain possession of your items on to their truck.
Licensed moving companies will have an active TxDMV certificate/license number. The TxDMV has an online
database, “Truck Stop”, accessible 24 hours a day, 365 days a year. “Truck Stop” available on the TxDMV website
(www.txdmv.gov). You have several options on how to search for a mover (Name, TxDMV number, USDOT
number, etc.). If you cannot find a moving company in our database, ask the mover you are considering using to
give you a copy of their TxDMV number and check it in the database. If the mover hesitates or does not provide a
TxDMV number, chances are they are an unlicensed moving company. Do not use this moving company!
TEXAS DEPARTMENT OF MOTOR VEHICLES
SEPTEMBER 2017 2
Before You Move: Choose Your Mover Carefully
AVOID SCAMS Even a licensed mover may engage in unscrupulous business practices. Be aware of some of
the “red flags” a mover might use to get your business. These scams are particularly common when you are
dealing with an unlicensed mover.
UNREALISTIC LOW PRICED MOVES A bad mover’s goal is to first gain your confidence and then gain possession
of your household goods. If the deal being offered seems too good to be true, it probably is. Bad movers will
advertise an extremely low cost for a move and then increase the price once your items are loaded onto their
truck. Remember: Once your household goods are loaded on the truck, you may be in big trouble. All of the
terms of the move and the costs should be agreed upon before the first item is taken out of your home.
GENERIC CONTACT INFORMATION Unlicensed movers typically have no local business address, use cell
phones as their business phones or answer the phone with vague terms as "Movers" or "Moving Company".
Ask questions. Ask the mover to give you their TxDMV certificate number; then check their number on the
“Truck Stop” database.
UNMARKED MOVING TRUCKS Unlicensed movers will typically have no markings on their trucks or use rental
trucks. TxDMV requires all licensed movers to have their name and TxDMV number on both sides of their
trucks (owned or rented) either labeled on the truck or with a magnetic sign.
NO PAPERWORK Movers are required to provide the customer with a proposal/contract BEFORE loading your
items on their truck. Unlicensed movers may not provide you with either, or may rush you through a
“contract” form and make you sign it before reading it. Read both sides of the contract! Always look for the
TxDMV number on the paperwork presented and, again, verify the number on “Truck Stop.” Never rely on
verbal agreements. All terms and costs should be in writing.
KNOW YOUR RIGHTS AND RESPONSIBLITIES All licensed movers are required to provide you with a copy of
the Texas Department of Motor Vehicles’ “Rights and Responsibilities” brochure BEFORE loading your items.
This document is a condensed version explaining your rights under the law of what you can do before, during
and after your move occurs. An unlicensed mover will probably not offer you this brochure.
NO TARIFF ON FILE All licensed movers are required to have a list of all their rates and charges on file with
TxDMV. This is called a tariff. An unlicensed mover will not have a tariff on file. The tariff can be verified in
the TxDMV Truck Stop database.
Go to the Truck Stop
The Texas Department of Motor Vehicles Truck Stop database is an easy way to verify that a moving company you
is licensed and may operate as a household goods mover in Texas. An active TxDMV certificate number means the
mover has provided proof that they are adequately insured with both commercial liability and cargo insurance.
Truck Stop makes it easy to verify a mover’s license to operate. It is as easy as getting a “thumb up” or a “thumb
down”. “Thumb up” means the mover is good to go. The license is active. Insurance requirements have been met.
“Thumb down” means you should stop! Do not contract with this mover!
TEXAS DEPARTMENT OF MOTOR VEHICLES
SEPTEMBER 2017 3
During Your Move
After hiring a licensed mover and agreeing on a price in writing, you can then have the mover begin loading your
possession. The mover is required to provide the consumer with a copy of the contract BEFORE loading. Read the
contract carefully. DO NOT RELY ON VERBAL AGREEMENTS. An agreed upon price can only change after your
shipment has been loaded and only if both parties agree, in writing. This will happen if both parties agree to amend
the original contract in writing. The consumer should make sure to inform the mover of any pickup or delivery
deadlines before signing the contract as these requirements may affect the total cost of the move. A mover can’t
increase the cost of a move unexpectedly. However, a mover can charge for any additional accessory/materials
costs associated with the move besides a standard hourly rate. These charges should be explained further in the
mover’s tariff.
Things to remember during your move:
• If you’re packing on your own, pack with appropriate boxes and don’t overfill them. Label all boxes with
fragile items.
• Keep all valuables separate from the items being moved by the mover. Such items include small musical
instruments, jewelry, important documents, and medications.
• If an inventory is conducted, accompany the mover while they take the inventory. Sign and agree to the
inventory BEFORE and AFTER the move. Take photos of items that may already be damaged if the mover
does not do so.
• Be available during the move to answer any questions the mover may have or to give further
instructions. Failure to do so could end up in additional costs to you.
• Take a final look around after your items are loaded to make sure nothing is left behind.
• Always keep a copy of all moving documents with you. If you witness damage to any of your items
during the move, note that damage on your copy of the moving documents and on the mover’s copy.
Delivery of Your Items
Supervise the unloading of your items or appoint someone you trust to supervise the unloading. Notify the mover
immediately if you discover any damaged items and note the damage on all copies of your Moving Contract. Be
prepared to pay the agreed upon maximum amount listed on the written proposal at the time of delivery. After
delivery of your items, the mover is required to provide you with a final copy of your Moving Contract, after you
and the mover sign it, agreeing that the shipment has been delivered. NOTE: By signing the Moving Contract upon
delivery of your shipment, the mover is not released from liability as to any damaged items.
Understanding a Mover’s Liability
IMPORTANT: All licensed movers have a standard liability of sixty cents (0.60) per pound, per article. A mover
cannot charge you for this basic liability. For example, if a 50-pound television is damaged because of a move, the
mover is only required to reimburse you $30.00 (50 lbs. X 0.60 = $30.00). Make sure you understand this liability
amount when discussing your move with the mover.
Some movers will assume a higher level of liability for damaged or lost items. However, both parties must agree
upon this higher liability before the move begins and the mover is allowed to charge additional fees for this
coverage. THIS IS NOT INSURANCE. You, as the shipper, can obtain additional insurance to protect your items.
TEXAS DEPARTMENT OF MOTOR VEHICLES
SEPTEMBER 2017 4
Some movers may offer to sell you transit insurance to help cover the costs for lost and damaged items, or you
can contact an insurance carrier for additional coverage. Transit insurance is not regulated by TxDMV or the Texas
Department of Insurance (TDI) so be sure to carefully read the policy to fully understand your coverage and any
deductibles.
Your best protection on transporting your high value items it to transport them yourself.
After Your Move: Damage Claims
If you have any disputes with your licensed mover about charges, or loss or damage to your items, you must file
a written claim with the mover within 90 days of the delivery date. Your claim must include enough information
for the mover to investigate your claim along with any specific monetary amounts requested or other solution
you are seeking.
Your mover has 20 days to respond acknowledging your claim and has 90 days to pay, deny or make a settlement
offer. If your claim involves damaged goods, you should preserve the containers and the damaged goods. The
mover has the right to inspect any containers or damaged goods within 30 days of receiving your claim.
Important: If your mover does not receive the claim within 90 days of delivery, your claim can be denied.
Mediation Services Offered by TxDMV
If you have a claim with the mover and are not satisfied with their settlement offer or the mover denies your
claim, you can contact TxDMV for mediation.
A mediation request must be received at TxDMV within 30 days after the mover has responded to your claim with
an unsatisfactory offer or denial, or if you do not receive a response from the mover after 90 days from the original
claim.
Mediation is conducted by a neutral third party and coordinated by TxDMV at no cost to you. The mediation
session will be conducted by telephone, by written submissions or in person at TxDMV facilities in Austin, Texas.
If mediation is unsuccessful, you may pursue your claim further in a court of law at your own expense.
Complaints against a Moving Company
If you feel that your mover is not complying with laws regulating household goods movers, you can file a complaint
with TxDMV against a mover in several ways:
• Use “Truck Stop” to file a complaint electronically. Send any supporting documents
to [email protected] and include the complaint ID number
• Email us at: t[email protected]
• Call the TxDMV consumer helpline at 1(888) 368-4689. Hours of operation are between 8:00 a.m.
and 5:00 p.m. Monday through Friday
• Download, complete, and mail or fax the Household Goods Complaint Form to:
TEXAS DEPARTMENT OF MOTOR VEHICLES
SEPTEMBER 2017 5
Texas Department of Motor Vehicles
Enforcement Division/ Consumer Protection Section
4000 Jackson Ave
Austin, TX 78731
Fax: (512) 465-5652
Interstate Moves
If you’re planning to move outside of Texas, you should still do your homework when searching for a legally
licensed moving company.
The Federal Motor Carrier Safety Administration (FMCSA) regulates interstate moving companies and provides
helpful information on their website: www.protectyourmove.gov.
This website provides lots of useful information if you’re planning to move across state lines. You can also:
• Learn More About Moving Fraud
• Research The Mover You’re Interested in Hiring
• File a Complaint on an Interstate Moving Company
Both Federal and State governments, state and local law enforcement agencies, and the legitimate moving
industry have all joined forces to combat moving fraud, but you, as the consumer, have them most important role
when it comes to moving fraud. Do not hire an unlicensed moving company and risk losing your items. If you’re
planning to move, it’s important to do your research and be a “Smart Mover”.
Contact Us
TxDMV Enforcement Division
P.O. Box 2063
Austin, Texas 78768-2063
512-465-3025
888-368-4689
www.TxDMV.gov
enforcement@txdmv.gov
Please see other topics in the “Smart Buyer” series to help you make the best decision possible. The staff that
developed “Smart Buyer” series is always interested in new ideas or tips that will make this tool more useful for
consumers. If you have a suggestion on how to make this “Smart Buyer” or any of the other “Smart Buyer” topic
more helpful for consumers, please send your suggestion to our general mailbox at enforcemen[email protected].
