What Happens If Movers Damage My Furniture?

Document the damage while the details are clear

Photograph the affected furniture, the damaged area and relevant packaging. Keep any pre-move condition photos, inventory notes, receipts and messages that help identify the item and what happened. Record when you noticed the issue and whether it was visible at delivery or discovered during unpacking.

Point out visible concerns to the crew and ask how to record them on the delivery paperwork. Read any release language before signing. A conversation with the crew is useful, but it should not replace the written claim required by the applicable procedure. Keep copies of the documents you submit.

Understand the protection in the moving documents

FMCSA says interstate household goods movers must offer Full Value Protection and Released Value valuation options. These are mover liability arrangements, not the same as third-party insurance. The selected option, applicable limitations and the circumstances of the loss affect the claim.

Under FMCSA’s interstate overview, Full Value Protection can involve repair, replacement with a similar item or a cash settlement under the applicable terms. Released Value provides much more limited weight-based protection rather than payment based on an item’s purchase price. Review the official guidance and your written selection; do not infer the option from a company logo or a building’s COI.

Moves within Massachusetts may have different state rules and agreement terms. Confirm the applicable protection and procedure directly. This guide does not describe Mastodon’s insurance policies, establish a deductible or guarantee a settlement amount or replacement outcome.

FMCSA: interstate liability, valuation and written claims

Submit a clear written claim, not only a complaint

Ask the mover where and how a written claim should be submitted, what documents it needs and which deadline applies. Include the move reference, item identification, damage description and supporting evidence. State what resolution you are requesting without assuming the request determines the settlement.

FMCSA’s interstate liability overview says a written loss or damage claim must be filed within nine months following delivery. That is an interstate rule, not a universal deadline for every local move or insurance policy. Report promptly and check all applicable terms; waiting can make the facts harder to establish.

• Identify the item and photograph the damage and relevant packaging.
• Preserve pre-move condition records and the moving documents.
• Notify the mover and obtain the written claim instructions.
• Submit the claim with evidence and keep proof of submission.
• Ask about review steps, responses and any dispute-resolution process.

FMCSA: interstate liability, valuation and written claims

Allow for investigation and distinguish different kinds of damage

A reviewer may need to inspect the item or obtain repair information. Ask before disposing of packaging or arranging repairs that could remove evidence. Owner-packed cartons, pre-existing damage and items of unusual value can complicate the facts and applicable terms; disclose valuable or fragile items before the move.

Damage to furniture and damage to a building are not necessarily the same claim. Notify building management if common areas are involved, and ask the mover which process applies. If a claim remains disputed, request the applicable dispute-resolution information. FMCSA provides interstate consumer guidance, but the relevant options for a Massachusetts-only move may differ.

Illustrative example, not a Mastodon job: a customer notices a new scratch on a table during delivery. Photos, an inventory note and a prompt written report give the reviewer a clearer record than an undocumented call weeks later. They do not predetermine responsibility or the compensation result.

FMCSA: interstate liability, valuation and written claims

Sources & related guidance

Read the official guidance for legal and regulatory details. Federal moving guidance below concerns interstate moves; building rules and Massachusetts-only moving arrangements need their own confirmation.

• FMCSA: interstate liability, valuation and written claims

• High-value item moving
• Packing and unpacking
• Company facts and verification