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Write to the moving company's claims or customer service address, describe the damage or billing dispute with dates and item details, and keep a copy plus photos. A dated paper letter starts the formal record for a claim, and it matters more than a phone call when payment, repair, or reimbursement is on the line.
Write to the claims department if your issue is damage or loss, and to customer service or billing if it is a charge dispute. Many moving firms are agents for a larger van line, and the local office that booked your move may not be the office that handles claims. Check your bill of lading, the contract you signed on moving day, for a claims address and a filing deadline. That document, not the sales brochure, controls where a claim must go.
Timing is the trap here. Moving contracts often set a short window for written claims, sometimes measured in weeks, not months, and a phone complaint does not always count as a written claim. If you are near that deadline, send the letter by certified mail in the United States or registered mail in Canada, and keep the receipt. A letter that arrives a day late can be refused, even when the damage is obvious.
| Issue | Send to | Key details |
|---|---|---|
| Damaged item | Claims department | Item, inventory number, photos, repair estimate |
| Missing item | Claims department | Inventory number, box number, last seen |
| Overcharge | Billing or customer service | Quoted price, final bill, weight tickets if any |
| Late delivery | Customer service | Promised window, actual arrival date, extra costs |
List each item separately, with its inventory number from the mover's list, a plain description of the damage, and what you want: repair, replacement, or payment. Say whether the item was damaged, lost, or both. Photos help, but describe the damage in words too, since photos can be unclear and claims staff work from the written list. If you have a repair estimate, mention it and keep the original; do not send original receipts in the letter, since LetterAgent letters carry no inserts and mailed originals can be lost.
Be honest about prior condition. If a table already had a scratch before the move, say so, and point to the new damage separately. Claims staff compare your letter with the inventory notes taken at pickup, and a claim that hides prior wear loses trust fast. If the crew noted damage at delivery, quote that note and its date.
One detail that surprises people: standard moving coverage is often based on weight, not on what the item is worth, unless you bought fuller coverage before the move. Your letter should say which coverage you held, if you know it, and ask the claims team to confirm how your claim will be valued. That question alone can change the outcome, because many disputes come from a mismatch between what a customer assumed and what the contract actually covers.
Compare the written estimate with the final bill line by line. Note any charge that was not in the estimate, any weight figure that differs from the weighing you saw, and any extra service you did not agree to. Ask for an itemised explanation of each disputed charge and for a corrected bill. If you paid by card, keep the letter as your record before you consider a card dispute, since banks ask whether you tried to resolve the matter with the merchant in writing first.
Do not refuse to pay the whole bill over one disputed line without reading the contract. Some contracts allow the mover to hold goods until payment, and a dispute over a small charge can turn into a larger problem. Your letter can state that you dispute a specific amount while paying the undisputed part, and that wording protects your position better than silence.
Keep a copy of the letter, the mailing receipt, photos, the bill of lading, the inventory list, and every reply, filed together by date. If the claim is denied or only partly paid, that file is what a consumer office, a small claims court, or a regulator will want to see. Note the claim number on every follow-up letter, and refer to the first letter by date rather than rewriting the claim from scratch.
Through LetterAgent, you can mail to a moving company in the United States or Canada by asking your AI assistant, approving the exact quoted price, and paying once through Stripe. The letter is printed single-sided on US Letter paper and sent in a double-window envelope, with a certified or registered option for claims where proof of delivery matters.
Ready to mail it? Send your letter with LetterAgent: describe it to your AI assistant, approve the exact quoted price, and it is printed and mailed.
LetterAgent is a working name. Prices include print, postage, and our service fee. US prices in USD, Canadian prices in CAD (Canadian prices exclude applicable sales tax, added at checkout). Currently in private testing.
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