You packed everything carefully. You labeled the boxes. You even tipped the crew. Then moving day happened, and now your grandmother's dresser has a gash across the front, three boxes are missing, and your moving company has gone suspiciously quiet. Or worse — they've offered you $0.60 per pound for a $900 TV, which works out to about $30. Sound familiar?
This is one of the most frustrating consumer experiences out there, partly because you're already exhausted from moving, and partly because the company knows you're busy and hoping you'll just let it go. Don't let it go.
A written demand letter — sent the right way — puts your complaint on record, triggers formal response obligations, and signals to the mover that you're serious. Here's what you need to know.
Interstate movers get 30 days to acknowledge and 120 to resolve
Interstate moves — any move crossing state lines — are primarily governed by federal law, not Washington state law. Specifically, the Interstate Commerce statutes under 49 U.S.C. Subtitle IV, Part B and regulations from the Federal Motor Carrier Safety Administration (FMCSA) set the rules for household goods carriers operating across state lines.
Under federal regulations, interstate movers are required to:
- Acknowledge your written claim within 30 days of receiving it.
- Resolve — approve, deny, or make a settlement offer — within 120 days of receiving your claim, and every 60 days after that if it's still unresolved.
- Offer you two liability options before your move: Released Value Protection (the minimum, at $0.60 per pound per item — often shockingly low) and Full Value Protection (which covers repair, replacement, or cash settlement at current market value).
If your move stayed entirely within Washington — origin and destination both in-state — it's an intrastate move, and Washington state law and the Washington Utilities and Transportation Commission (WUTC) may have jurisdiction. The WUTC licenses household goods carriers operating within Washington. Because verified state-specific statutory details are not available in our source data for this page, we strongly encourage you to check with the Washington UTC or consult a licensed Washington attorney for intrastate claims.
Regardless of which law applies, the first concrete step is the same: get your claim in writing and send it formally.
Your Bill of Lading number and an itemized list of what broke
A vague complaint email is easy to ignore. A specific, documented demand letter is not. Here's what your letter needs to cover — and why each piece matters:
- Your full name, address, and contact information. Basic, but it establishes who is making the claim and where to respond. Don't assume they have current info.
- The moving company's full legal name and address. Check your Bill of Lading — that's the contract you signed. Use the exact company name listed there, not just a brand name.
- Your move date and the Bill of Lading or order number. This ties your letter directly to the specific job. Without it, they can claim confusion about which shipment you're referencing.
- A detailed, itemized list of damaged or missing items. Be specific: "32-inch monitor, Model Dell UltraSharp U3219Q, purchased 2021, replacement cost $649" beats "one computer monitor." Include quantity, description, estimated value, and what happened to each item.
- The dollar amount you are claiming. State a clear number. "Approximately $1,400 in total damages" gives them something to respond to. Vague claims invite lowball offers.
- Reference to the liability coverage you selected. If you paid for Full Value Protection, say so explicitly and reference your paperwork. If you were given Released Value without being clearly offered an alternative, note that too.
- Photos, receipts, or repair estimates. Attach everything you have. A photo of the cracked furniture and a repair quote from a furniture restorer is hard to dismiss. Even a screenshot of current retail price for a replaced item helps.
- A specific deadline for their response. Thirty days is reasonable and mirrors federal acknowledgment requirements. State: "I expect a written response no later than [date 30 days from sending]."
- A statement of your intent if they don't respond. You don't need to threaten dramatically — just note that you may file a complaint with the FMCSA, the Washington UTC, or pursue other legal remedies. This signals you know your options.
Certified Mail is your proof that written notice was given
Email is convenient. It's also easy to ignore, easy to claim was never received, and hard to prove in a dispute. Don't send your demand letter by email alone.
Send your demand letter by USPS Certified Mail with Return Receipt. Here's why this matters practically:
- Certified Mail gives you a tracking number that shows the item was delivered — date, time, location.
- The green Return Receipt card comes back to you with an actual signature from whoever accepted the letter. That's your proof of delivery.
- Federal claim regulations reference written notice to the carrier. A certified mail receipt is the clearest possible evidence that written notice was given.
- It changes the dynamic. A certified letter sitting on a manager's desk feels different from an email in a cluttered inbox. It signals you mean business.
Keep a copy of everything: the letter itself, your tracking number, your certified mail receipt, and the return receipt card when it arrives. Put it all in one folder — physical or digital — labeled with the company name and move date.
Settlement offers, stalling, and when to report the mover to FMCSA
Results vary, and we won't pretend otherwise. But here's what commonly happens:
The company responds with a settlement offer. This is the most common outcome after a documented claim. The offer may be lower than what you asked for. You can negotiate — counter in writing with your reasoning and documentation. You don't have to accept the first offer.
The company acknowledges but delays. Under federal rules for interstate moves, they must acknowledge within 30 days and resolve or update you within 120. If they blow past those deadlines, that's a violation you can report to the FMCSA at protectyourmove.gov.
The company disputes your claim or denies it. They may argue the damage was pre-existing, that you packed the items yourself (which can limit their liability), or that Released Value applies. Having your inventory documentation, photos from moving day, and your original contract is critical here.
No response at all. If the company goes silent past the federal deadlines, document everything and consider filing complaints with the FMCSA and the Washington UTC. You may also want to consult a consumer attorney about your options — some attorneys handle these cases on a contingency basis.
A demand letter isn't a guarantee of a check. It's the necessary first step that creates a paper trail, triggers legal response timelines, and often prompts movers to take your claim seriously when they previously weren't.
Is $0.60 per pound really all a mover owes you?
How long do I have to file a claim with my moving company?
For interstate moves, you generally have 9 months from the delivery date to file a written claim with the carrier under federal regulations. Don't wait — memories fade, photos get lost, and the longer you delay, the harder it is to document what happened. For intrastate Washington moves, the timeframe may differ; check your contract and consult the Washington UTC or an attorney.
What if I signed something at delivery saying everything was fine?
This is a common concern. If you signed an inventory sheet or delivery receipt, it can complicate your claim — but it doesn't automatically end it. If damage wasn't visible at delivery (furniture wrapped in blankets, items still in boxes), you may still be able to claim within the filing window. Document everything the moment you unpack and note the date you discovered the damage.
The mover is offering me $0.60 per pound. Is that really all I'm entitled to?
Only if you accepted Released Value Protection — the free, minimum liability option. If you paid for Full Value Protection, the mover owes you repair, replacement, or current market value — not weight-based compensation. Pull out your moving contract and find the liability section. If Full Value was checked and paid for, push back in writing and reference that in your demand letter.
Can I take a moving company to small claims court in Washington?
Potentially, yes — Washington's small claims court handles disputes up to $10,000. However, for interstate moves, federal law may preempt some state court claims, which is why consulting a licensed attorney matters before filing suit. For intrastate moves with smaller damage amounts, small claims can be a practical path if your demand letter doesn't resolve things.
What's the difference between filing a complaint and sending a demand letter?
A complaint to the FMCSA or Washington UTC is a regulatory report — it may trigger an investigation or affect the mover's license, but it won't directly put money in your pocket. A demand letter is a direct request to the company for compensation. You can — and often should — do both. Send your demand letter first to give the company a chance to make it right, then file a complaint if they don't.