Household Goods (HHG) Mover Rules

HHG moving has extra consumer-protection regulations beyond general freight. 49 CFR 375 is the main reference.

Who is an HHG mover

A motor carrier that transports household goods — personal effects, furniture, items used in residences — for compensation.

NOT covered:

• Office equipment / commercial moves (unless tied to a residential move)
• Self-storage (no transportation involved)
• Truck rental (not driving for customer)

Required estimates

Movers must provide one of:

1. Binding estimate — fixed price; mover cannot exceed unless additional services authorized
2. Non-binding estimate — estimated cost; may exceed but driver must accept partial payment of original estimate

Estimates must be in writing AND given before the move.

Key consumer protections

Disclosure rules

A mover must provide consumers:

• "Your Rights and Responsibilities When You Move" — FMCSA-published booklet
• "Ready to Move? Tips for a Successful Interstate Move" — FMCSA pamphlet
• The estimate (binding or non-binding)
• The Bill of Lading (BOL) terms

Order for service

A formal document the consumer signs authorizing the move. Includes:

• Mover's contact + authority info
• Description of services
• Estimated cost
• Pickup + delivery dates
• Valuation coverage selection

Bill of Lading

The actual contract for transportation. Includes:

• Final mover identification
• Consumer name + addresses (origin + destination)
• Description of goods + condition (Inventory)
• Valuation declaration
• Charges + payment terms

Weight tickets (49 CFR 375.211)

For an HHG move billed by weight:

1. Tare weight — empty truck weight (before loading)
2. Gross weight — full truck weight (after loading)
3. Net weight = Gross - Tare = customer's goods

Weight tickets must be from a public scale (certified). Customer has right to be present at weighing.

For binding estimates, weight isn't required (cost is fixed).

Valuation coverage

Two types:

1. Full Value Protection (FVP)

Mover liable for replacement value of damaged/lost goods. Mover may charge ~$5-15 per $1,000 of value insured.

Required default unless customer specifically declines.

2. Released Value Protection

Released to $0.60/pound of weight. No cost to consumer, but limited recovery.

If a customer's $100 wedding dress is damaged + dress weighs 2 lb, customer gets $1.20 (under Released Value Protection). Customer would prefer FVP.

Pickup + delivery windows

The carrier must:

• Provide a date or window (e.g., "delivery between June 1-10")
• Not deliver before agreed date (unless permitted by customer)
• Compensate the customer for delay beyond the delivery window per 49 CFR 375.219

Cap on delay damages: $100/day in 2014; check current rate.

Storage-in-transit

If a mover stores customer's goods between pickup + delivery:

• Limit: 90 days from pickup
• Must notify customer of storage location + duration
• Reasonable storage fee may be charged
• Customer has right to access goods at storage

Common HHG complaints + protections

1. Hostage loads — mover holds goods until customer pays disputed charges. Federal regulation prohibits.
2. Bait-and-switch on price — initial estimate $3K, actual bill $7K. Binding estimate prevents; non-binding allows but customer can decline overage.
3. Lost / damaged goods — must be reported on delivery; mover has 30 days to acknowledge claim, 120 days to settle.
4. Late delivery — customer entitled to per-day damages under 375.219.
5. Damaged goods without claim — customer must file claim within 9 months for full damage; 60 days for visible damage.

DOT-recordable accidents for HHG movers

Same definition as general freight (fatality / injury treated away / disabling damage requiring tow). The accident register is the same.

HHG-specific insurance

Federal requirements:

• Commercial auto: Same as general freight ($300K minimum, but $750K typical)
• Cargo: $5,000 per shipment minimum / $10,000 per vehicle (49 CFR 387.303)
• GL + Workers Comp: Standard

Common HHG mover mistakes

1. Not providing required FMCSA disclosure documents. Customer can dispute charges.
2. Verbal estimates without writing. Unenforceable.
3. Holding goods for disputed charges. Federal violation.
4. No formal Bill of Lading. Customer + mover both at risk.
5. Missing valuation coverage form. Customer defaulted to Released Value but didn't know.
6. Mover hasn't actually filed cargo insurance. Customer assumes coverage; mover assumed too.
7. Subcontracting without consumer's consent. Federal mover authority issue.

FMCSA enforcement

HHG complaints can be filed with:

• FMCSA at fmcsa.dot.gov (federal complaint system)
• State Attorney General (state consumer protection)
• Better Business Bureau (informal)
• Civil court (small claims for up to $5K-$10K depending on state)

FMCSA investigates HHG complaints + can revoke authority.

Where this fits in X3

X3 doesn't currently serve HHG movers specifically (most customers are freight). For HHG specialization, recommend:

• Forms tailored to HHG (BOL, valuation, Order for Service)
• HHG-specific complaint tracking
• FMCSA HHG report integration

If a customer asks about HHG-specific compliance, walk them through:

1. Did you provide the FMCSA "Your Rights" booklet?
2. Did you provide a written estimate (binding or non-binding)?
3. Did you complete a formal BOL?
4. Was valuation coverage declared?

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