Before you hire anyone, ask three things on the first call: are you registered with the FMCSA and operating as a carrier or broker, can you send a written, dated estimate listing every transportation and accessorial charge, and what valuation options do you offer for lost or damaged items. These three questions filter out most unreliable operators before you ever schedule an in-home survey, and the rest of your screening builds on the answers.
TL;DR:
- Verify that the mover’s DOT number is legitimate and match it with the SAFER database before trusting any quote.
- Obtain a written estimate that clearly itemizes transportation charges, accessorial fees, and any advance payments to avoid surprise costs.
- Understand that Released Value pays only 60 cents per pound per item, making Full Value Protection essential for high-value or irreplaceable possessions.
- Confirm whether packing, unpacking, and disassembly are included, and ask about potential extra charges for stairs, elevators, or long carries.
- Avoid hiring operators that pressure for in-home surveys, refuse to provide written estimates, or request large cash deposits upfront.
Table of Contents
- Licensing and legitimacy: what to verify before you trust a quote
- Estimates and pricing: what a written quote must include
- Valuation and insurance: what happens if something breaks
- Services and scope: what’s included and what costs extra
- Timing, delivery windows, and what happens if your shipment is delayed
- Payment, red flags, and how to vet a mover before you commit
- Moving-day checklist: what to have ready before the crew arrives
- Questions about liability if something is damaged or lost
- Questions to clarify how disputes and claims get resolved
- Questions about health and safety protocols on moving day
- How a transparent local mover answers these questions
- What we offer if you’re ready to book a screened, transparent mover
- FAQ
- Sources
Licensing and legitimacy: what to verify before you trust a quote
Every mover handling an interstate shipment must carry a U.S. DOT number issued by the FMCSA, and you can check that number yourself before committing to anything. Ask for the number directly, then confirm it through the SAFER Company Snapshot, which shows registration status, insurance filings, and safety history in a few seconds. A legitimate operator gives you this number without hesitation.
Many companies that quote your move are brokers, not the crew that shows up on moving day. Brokers arrange moves through a network of carriers, and FMCSA rules require them to disclose which carrier will actually handle your shipment. Ask directly whether the company performing the survey is the same one loading the truck, and if not, request the carrier’s name and DOT number so you can verify that company too, since the carrier, not the broker, carries most of the liability for your belongings.
Also ask whether they will provide “Your Rights and Responsibilities When You Move,” a booklet FMCSA requires licensed interstate movers to give every customer. A mover who has never heard of it, or who brushes off the request, is telling you something important.
Watch for behavioral cues, too:
- Reluctance or delay in providing a DOT number or written registration details
- Refusal to say plainly whether they are the carrier or a broker
- Pressure to skip the in-home or video survey and quote a price over the phone
- Vague answers about who physically performs the move
FMCSA guidance reframes the central question from “how much will this cost” to “what exactly is documented, included, and protected,” and that shift in framing is the fastest way to separate a reliable mover from a risky one.
Estimates and pricing: what a written quote must include
Movers typically offer three kinds of pricing, and the differences matter more than most people expect. A binding estimate locks in a final price for the listed services and inventory. A non-binding estimate projects a cost that can shift based on actual weight or hours worked. A simple rate quote given over the phone with no inventory review is not a real estimate at all, and federal rules require a written estimate for every interstate household goods shipment.
Before accepting any number, insist on seeing it in writing with these details spelled out:
- The total transportation charge based on weight or cubic footage
- Every accessorial charge: packing, stairs, long carries, shuttle service, and similar items
- Any advance charges, such as fees the mover pays a third party on your behalf
- A signed, dated copy you keep for your own records
Subpart D of the federal regulations also sets a ceiling on certain day-of charges: a mover can bill for “impracticable operations” discovered at pickup, but that charge is capped at 15% of the other charges on a non-binding estimate.
To compare quotes fairly, give every mover the same inventory list, describe the same access conditions (stairs, elevator, parking distance), and request the same services from each. Ask pointed questions like “what would make this price go up” and “what’s not included that most people assume is,” since those answers expose the add-on fees that turn a reasonable quote into a surprise bill.
Valuation and insurance: what happens if something breaks
Valuation coverage, not insurance, determines how much you’re compensated if your belongings are lost or damaged in transit, and the two main options work very differently. Full Value Protection requires the mover to repair, replace, or reimburse the current market value of a damaged item, subject to the plan’s written terms. Released Value is offered at no extra cost but limits liability to 60 cents per pound per article, regardless of what the item actually cost.
60 cents per pound per article is the Released Value limit set by FMCSA, which means a 10-pound laptop worth $1,200 could be compensated at just $6 if something happens to it under that plan.
Before you sign, ask for:
- The deductible amount under Full Value Protection, if any
- A written list of exclusions, such as items you packed yourself
- The claims process and timeline in writing, not a verbal summary
- Whether your existing homeowners or renters policy already covers items in transit
A mover’s business liability insurance protects their trucks and employees. It has nothing to do with your shipment’s valuation coverage, so “are you insured” is the wrong question. FMCSA notes that asking about the specific valuation plan and claims procedure reveals far more than a general insurance question. For irreplaceable or high-value items such as jewelry, art, or electronics, ask about declaring them separately or covering them through third-party insurance rather than relying on standard valuation limits.
Services and scope: what’s included and what costs extra
Packing is the service most often assumed to be included and most often billed separately. Ask explicitly whether the quote covers full packing, partial packing, or none, and whether unpacking and debris removal are part of the price. Furniture disassembly and reassembly, appliance servicing (disconnecting a washer or icemaker line), and custom crating for art or electronics are also commonly treated as add-ons rather than standard inclusions. For a closer look at disassembly costs specifically, our guide on disassembly questions to ask movers breaks down what’s typically billed separately.
Ask specifically about these accessorial charges, since they’re the ones most often left off a verbal quote:
- Stairs or multiple flights at either address
- Elevator use or long walks from the truck to the door
- A shuttle truck, needed when a full-size truck can’t access your building
- Extra labor for unusually heavy items like a piano or safe
Ask directly whether the company uses subcontracted labor or a separate crew for loading versus driving. If they do, ask who is contractually responsible for your belongings at each stage. Get every commitment in writing rather than relying on a verbal “don’t worry about it,” since that phrase rarely survives a dispute. If you’re also wondering whether wrapping is included, our page on furniture wrapping covers when that service is standard versus extra.
Timing, delivery windows, and what happens if your shipment is delayed
Pickup dates are usually firm, but delivery dates for long-distance moves are often given as a window rather than a specific day. Before you sign, nail down the scheduling details:
- Ask for both the pickup date and the delivery window, and get the mover’s written policy on what happens if either date is missed.
- Ask how you’ll be able to reach the driver or dispatcher while your shipment is in transit, and whether tracking is available.
- Ask about storage-in-transit: who pays for it, how many days are included before extra fees apply, and what conditions (climate control, security) apply to the facility.
- Insist that any promise about dates, contact, or storage terms appears in writing on the estimate or bill of lading, not just in conversation.
A verbal “we’ll call you” is not a remedy. A written clause describing compensation or next steps for a missed delivery window is.
Payment, red flags, and how to vet a mover before you commit
Some warning signs should end the conversation immediately. FMCSA lists refusal to provide a written estimate, a price quoted without an in-home or video survey, pressure for a large cash deposit, and refusal to share a DOT number as clear signals to walk away. A sudden, unexplained price jump on moving day is another.
- No written estimate after you’ve asked twice
- A demand for a large deposit in cash before the move
- Refusal to confirm carrier versus broker status
- A quoted price that climbs sharply once your items are on the truck
For federally regulated interstate moves, payment rules limit what a mover can demand and when, so a large upfront cash request is itself a reason to pause. Our breakdown of normal deposit practices explains what’s typical versus a red flag in more detail.
References and online reviews are useful but uneven. A handful of recent, detailed reviews that mention specific crews or jobs tell you more than a high star average with vague comments. Check the company’s standing with the Better Business Bureau and cross-reference complaint patterns rather than relying on one source.
Pro Tip: Call the FMCSA’s consumer complaint line or use its online portal before you sign if anything about a mover feels off: verifying registration takes a few minutes and can save you a damaged shipment.
Moving-day checklist: what to have ready before the crew arrives
Preparation reduces disputes more than almost anything else you can do.
- Have photo ID ready and a written list of high-value items for the estimator to see during the survey.
- Clear hallways and driveways, reserve the elevator if you have one, and arrange parking permits in advance so the truck isn’t delayed.
- Disconnect appliances ahead of time unless you’ve confirmed that service is included.
- Read the bill of lading and delivery receipt carefully before signing either one, since both documents define what was agreed to and what arrived.
- If you add a service at the last minute, such as extra boxes or additional labor, confirm the change and its cost in writing before the crew proceeds.
Our full pre-move checklist walks through additional prep steps if you want a more detailed walkthrough.
Questions about liability if something is damaged or lost
Ask directly what happens step by step if an item is broken or goes missing. Specifically, ask who inspects the damage, how long the mover has to respond to a claim, and whether repair, replacement, or cash reimbursement is standard under your valuation plan. FMCSA guidance stresses that the written estimate, bill of lading, and tariff documents define these obligations, not a verbal promise, so ask to see the relevant language before moving day.
Also ask whether liability differs for items you packed yourself versus items the crew packed. Many valuation plans exclude or limit coverage for self-packed boxes unless visible damage occurred to the box itself. Ask how the mover documents the condition of items before loading, since a pre-move inventory with notes on existing wear protects both sides if a dispute arises later.
Finally, ask what happens if an item is lost entirely rather than damaged, since the claims process and required documentation can differ from a damage claim. Getting these answers in writing before the move, rather than after a problem occurs, puts you in a far stronger position if you ever need to file one.
Questions to clarify how disputes and claims get resolved
Ask for the claims process in writing, including where to submit a claim, what documentation is required, and how long the mover has to acknowledge and resolve it. A mover who can’t describe this process clearly is unlikely to handle a real claim smoothly.
Ask whether disputes go through internal resolution first or whether arbitration is required, since many moving contracts include an arbitration clause for claims that aren’t resolved directly. Ask for a copy of that clause before you sign, not after a dispute starts.
If a resolution stalls, consumers can escalate through FMCSA’s complaint process. Filing a complaint doesn’t replace the mover’s own claims procedure, but it creates a record and can prompt faster attention, particularly when a company has a pattern of unresolved complaints.
Questions about health and safety protocols on moving day
If health and safety protocols matter to your household, ask directly what practices the crew follows on move day, such as mask availability, ventilation during loading, or accommodations for a household member with specific health concerns. Policies vary by company and by local guidance, so ask rather than assume a standard practice applies.
It’s also reasonable to ask whether the crew can adjust timing or crew size to reduce contact in shared spaces like apartment hallways or elevators, particularly for senior moves or households with vulnerable family members. A mover willing to discuss these accommodations specifically, rather than giving a generic answer, is generally easier to work with on moving day overall.
How a transparent local mover answers these questions
We built our moving service model around a one-truck, one-crew approach, which means the same team that surveys your home is the one that loads, drives, and unloads it. That continuity cuts down on the handoffs and miscommunication that often cause the problems this article warns about.
We provide written estimates, explain valuation options clearly, and walk clients through a moving checklist before survey day. Many clients find that having one consistent point of contact, rather than a rotating cast of subcontractors, makes the whole process easier to follow.
— Steven
What we offer if you’re ready to book a screened, transparent mover
If the questions above feel like a lot to track, our process is designed to answer them before you have to ask. We offer residential moving, long-distance relocations, office moves, packing services, warehouse storage, and specialty handling for fragile or oversized items, all through the same one-truck, one-crew team from estimate to delivery.
- Written in-home or video estimates that spell out transportation and accessorial charges before you commit
- Clear valuation options explained up front, not buried in fine print
- Secure storage-in-transit if your delivery date needs flexibility
- One crew throughout, reducing the handoffs that lead to lost items or miscommunication
For readers who want a deeper comparison of estimate types before choosing, this guide to moving estimate types covers the binding versus non-binding distinction in more detail. When you are ready to move forward, request a written estimate through our residential moving page and we will walk you through exactly what is included before anything is scheduled.
FAQ
What are the three most important questions to ask a mover first?
Ask for their U.S. DOT number and whether they’re a carrier or broker, request a written and dated estimate listing all charges, and ask about valuation options for damaged or lost items. These three questions, backed by FMCSA consumer guidance, filter out most unreliable movers before you schedule anything further.
What’s the difference between a binding and non-binding estimate?
A binding estimate locks in a final price for the listed inventory and services, while a non-binding estimate can change based on actual weight or hours worked. FMCSA requires a written estimate of one type or the other for every interstate shipment.
What does Released Value coverage actually pay out?
Released Value is free but limits compensation to 60 cents per pound per article, regardless of the item’s actual value. FMCSA notes this can severely undercompensate lightweight, high-value items like laptops or jewelry unless you choose Full Value Protection or declare them separately.
How can I verify a mover’s registration before hiring them?
Ask for their U.S. DOT number directly, then check it against the SAFER Company Snapshot, which shows registration status and safety history. A legitimate mover provides this number without hesitation.
What services does Caseys Movers provide for a residential move?
We provide residential moving, packing, furniture disassembly, and specialty handling for fragile or oversized items, all coordinated through a single dedicated crew from survey to delivery. Pricing is provided through a written estimate after reviewing your inventory, available through our residential moving page.
