You packed everything carefully. You labeled the boxes. You even tipped the crew. And then — somewhere between loading the truck and dropping everything off at your new place — your grandmother's dresser showed up with a cracked leg, three boxes never arrived, or your TV looks like it lost a fight with a forklift. Now the moving company is ghosting you, offering you $40 for a $900 couch, or telling you to "file a claim" with no further instructions.
A written demand letter sent by USPS Certified Mail is often the single most effective step you can take before filing a complaint or going to small claims court. It creates a dated record of exactly what you demanded and when — the same record you would attach to a complaint or bring to small claims court.
FMCSA rules for interstate moves, CPUC rules inside California
Interstate moves — any move that crosses a state line — are regulated by federal law, not state law. The Federal Motor Carrier Safety Administration (FMCSA) oversees household goods movers under federal regulations found at 49 C.F.R. Parts 370–379. These rules apply to any licensed interstate mover operating in California — or anywhere else in the country.
If your move stayed entirely within California, state law and the California Public Utilities Commission (CPUC) govern it. The CPUC licenses intrastate household goods carriers and has its own rules about estimates, receipts, and liability. Either way, your mover is legally required to operate under a specific set of rules on estimates, receipts, and liability — and a written demand that cites those rules is harder to file away than a phone call.
Under federal regulations, your mover must:
- Provide you with a written estimate before the move
- Give you a bill of lading (the official contract for your shipment) — this document is critical for any claim
- Acknowledge your written claim within 30 days of receiving it
- Resolve your claim (pay, deny, or make a settlement offer) within 120 days of receiving it
- Offer you at minimum Released Value Protection at no charge — though this is only $0.60 per pound per article, which is often far less than actual value
That last point catches a lot of people off guard. Imagine your mover damages a 20-pound lamp worth $300. Under Released Value Protection, they owe you $12. That's why it matters whether you purchased Full Value Protection — which requires them to repair, replace, or pay the current market value. Check your paperwork to see which coverage you accepted.
Your bill of lading number and an item-by-item damage list
A vague complaint letter gets a vague response — or no response at all. Your letter needs to be specific, calm, and document-backed. Here's what to include:
- Your move details: Date of pickup, date of delivery, origin address, destination address. This anchors the claim to a specific job and makes it harder to dismiss.
- Your bill of lading number: This is your contract number. Without it, the company can claim they can't locate your shipment. Include it prominently.
- A specific inventory of damaged or missing items: List each item, its description, and the claimed value. "Three boxes of kitchen items" won't cut it. "KitchenAid Stand Mixer, Model KSM150, purchased 2021, retail value $449" is what you need.
- How the damage occurred or when items went missing: Note that the damage was discovered at delivery, or that items listed on the inventory were not unloaded. Reference the driver's or your own notations on the delivery receipt if any exist.
- The total dollar amount you are claiming: State a specific number. This is your demand. Round numbers like "approximately $800" are weaker than "$847.00 in documented losses."
- Documentation you're enclosing: Photos, receipts, repair estimates, the original inventory sheet. Tell them what you're attaching so nothing can be claimed as missing from the record.
- The coverage type on your bill of lading: Reference whether you had Full Value Protection or Released Value — and if Full Value, hold them to that standard explicitly.
- A clear deadline for response: Give them a reasonable timeframe — 30 days is standard — and state what you intend to do if they don't respond (file an FMCSA complaint, CPUC complaint for intrastate moves, or pursue small claims court).
- Your contact information: Phone, email, and mailing address. Make it easy for them to reach you. Don't make them hunt.
The green card that fixes the start of the 30-day response window
Email is easy to ignore, delete, or claim was never received. A phone call leaves no record. USPS Certified Mail with Return Receipt is different. It generates a tracking number, a delivery confirmation, and — with Return Receipt — a physical green card showing who signed for it and when.
That green card is evidence. If the company later claims they never got your claim, or tries to argue the clock on the 30-day response window never started, you can produce the signed card and the USPS tracking log. Courts and regulatory agencies take documented delivery seriously. Moving companies know this too — the green card fixes the date their 30-day response window started.
Send the letter to the company's registered business address. You can look up a licensed interstate mover's information through the FMCSA Licensing & Insurance database using their USDOT or MC number, which should appear on your bill of lading.
A mover acknowledges, offers less, or denies your claim
Most moving companies respond when they receive a formal certified letter — because ignoring it creates liability and a paper trail they'd rather not have. Here are the common scenarios:
- They acknowledge the claim and request more documentation. This is normal. Provide what they ask for promptly, and keep copies of everything you send.
- They make a settlement offer below your claimed amount. This happens often. You can negotiate, accept, or reject it in writing. Don't accept verbally without something in writing.
- They deny the claim. They may argue the damage was pre-existing, caused by improper packing (items you packed yourself are often excluded from coverage), or outside their liability. Review their denial carefully and decide whether to escalate.
- They don't respond within 30 days. Under federal regulations, that's a violation. File a complaint with the FMCSA at fmcsa.dot.gov/protect-your-move. For intrastate moves in California, the CPUC handles complaints at cpuc.ca.gov.
If the amount is within California's small claims court limit, you can file the case yourself, without an attorney. Small claims court is designed exactly for disputes like this — clear, documented, and financial in nature.
Is a mover's $0.60-per-pound offer legal in California?
How long do I have to file a claim against a moving company in California?
For interstate moves, federal regulations require you to file your claim within 9 months of delivery (or 9 months from the scheduled delivery date if goods were lost). Don't wait. The sooner you document and send your claim, the stronger your position. For intrastate California moves, check your bill of lading — the contract may specify a shorter window.
The moving company is only offering me $0.60 per pound. Is that legal?
Possibly — if you signed up for Released Value Protection (the free, minimal coverage option) rather than Full Value Protection. Check your bill of lading carefully. If you paid for Full Value Protection and they're offering Released Value rates, that's a different story. Dispute it in writing and reference the specific coverage on your contract.
What if the moving company says the damage was caused by how I packed the boxes?
"PBO" — Packed By Owner — is a common defense. Movers frequently disclaim liability for items packed by the customer. However, this doesn't apply if there's evidence of rough handling, if the boxes themselves were crushed or damaged externally, or if you noted visible damage at delivery. Document everything you can about the condition of boxes when they arrived.
Can I just dispute the charge on my credit card instead?
A chargeback is a separate option, but it works best when the service wasn't delivered at all. Partial disputes over damage are trickier, and the credit card company will likely ask for documentation of your attempt to resolve the issue with the merchant first — which is exactly what a certified demand letter provides.
Do I need a lawyer to send a demand letter to a moving company?
No. A demand letter is something you can write and send yourself. What matters is that it's specific, documented, and delivered in a way that can be proven. If the company doesn't respond appropriately and you need to escalate to litigation, that's when consulting an attorney makes sense.