Operation Protect Your Move: Cracking Down on Rogue Household Goods Movers

Written By David Wagner

Origins and Purpose of OPYM

Operation Protect Your Move (OPYM) is a nationwide enforcement initiative launched by the U.S. Federal Motor Carrier Safety Administration (FMCSA) in 2023 to target the worst offenders in the household moving industry. It arose in response to a sharp rise in consumer complaints – especially “household goods hostage” situations where moving companies hold customers’ belongings hostage to extort inflated fees. The program’s purpose is to investigate interstate household goods (HHG) carriers and brokers with egregious records of complaints in FMCSA’s National Consumer Complaint Database (NCCDB) and those with serious safety deficiencies. In practice, that means focusing on movers who scam customers (e.g. bait-and-switch pricing, theft or non-delivery of goods) and brokers who facilitate such fraud by misrepresenting services.

FMCSA explicitly tied OPYM to the U.S. Department of Transportation’s broader safety and consumer protection goals. By cracking down on rogue movers, the agency supports DOT’s National Roadway Safety Strategy objectives of safer people and safer vehicles. DOT leadership described OPYM as part of a broader Biden Administration effort to hold scam companies accountable and protect consumers during moves. As Transportation Secretary Pete Buttigieg put it, “Americans deserve a fair deal when they move... we’re cracking down on moving companies that hold people’s possessions hostage”. In essence, OPYM serves a dual mission: enforcement (to remove or reform bad actors in the moving industry) and education (to raise awareness among consumers on how to “protect your move” from fraud).

Timeline of Enforcement Waves (2023–2025)

Spring 2023 – Inaugural Enforcement Sweep

The first OPYM deployment took place March 20 – April 7, 2023, ahead of the busy summer moving season. FMCSA mobilized dozens of safety investigators nationwide in a coordinated sweep targeting movers with the most serious complaint histories. Investigations were conducted across 16 states to address the surge in hostage-goods complaints and other deceptive practices. Using data from the NCCDB and a “Top 100” list of HHG carriers with poor safety records, FMCSA identified an initial pool of 142 suspect moving companies and brokers, heavily concentrated in states like New Jersey, Florida, California, and Texas. These states were hot spots for complaints – for example, New Jersey alone accounted for 39 of the targeted companies in 2023.

During the 2023 blitz, FMCSA carried out 97 investigations into these high-risk movers and brokers, addressing 494 consumer complaints in the process (including 205 hostage-goods cases). The results revealed widespread noncompliance: over 1,000 combined violations of commercial and safety regulations were documented in this wave. Investigators discovered numerous violations of federal moving rules (e.g. failing to provide required estimates or brochures, invalid registrations) as well as safety issues like unqualified drivers and unsafe trucks. Notably, the 2023 sweep identified 31 out-of-service driver violations and 28 vehicle OOS violations, leading to 14 drivers and 16 trucks being placed out of service on the spot. These immediate shut-downs removed unsafe operators from the road and often coincided with companies engaged in fraudulent practices.

Enforcement actions following the 2023 investigations were significant. FMCSA leveraged its full toolkit – issuing Notices of Violation (NOV) and Letters of Probable Violation (LOPV) for various infractions, pursuing formal Notices of Claim (NOC) to levy civil penalties, and invoking 49 U.S.C. 13905 to suspend or revoke the operating authority of especially egregious offenders. In several cases, companies that had been operating without proper FMCSA registration or flouting consumer protection laws were shut down. For example, FMCSA later worked with the U.S. Department of Justice to file a civil suit against a moving company uncovered in the 2023 sweep; that case (against a California-based mover) was pending in federal court by early 2024. The 2023 OPYM effort also prompted FMCSA to double the number of personnel assigned to household goods complaints and to forge closer partnerships with state attorneys general, recognizing that sustained enforcement would require more resources and interagency cooperation.

Spring 2024 – Nationwide Crackdown Continues

Building on the prior year’s momentum, FMCSA launched a second OPYM operation in April 2024. The 2024 enforcement sweep ran from April 1 – April 19, 2024 and expanded to 17 states. Investigators again targeted the movers and brokers with the highest volume of consumer complaints (many of them repeat offenders from the prior year’s Top 100 list). The focus remained on stopping hostage scenarios and enforcing compliance with safety and consumer regs before the peak moving season. “This initiative will build on last year’s progress... and we are putting forth even more resources to make a greater impact,” FMCSA Acting Administrator Sue Lawless said at the outset, noting the agency had increased the number of HHG investigators on staff.

During the 2024 sweep, FMCSA identified 78 distinct moving companies and brokers for investigation – a smaller number than 2023’s target list, as the agency honed in on the very worst actors. Many were located in the same perennial hot spots (New Jersey, Florida, Texas, Nevada, and California led the list of company locations). By the end of the operation, FMCSA had completed 62 investigations, covering 58 of those targeted carriers (a few particularly problematic companies underwent multiple separate investigations). Importantly, OPYM 2024 addressed 380 pending consumer complaints against those entities, including 128 hostage-goods cases where people’s possessions were being held for ransom. In roughly three weeks, the team was able to resolve 83% of the complaints associated with the targeted movers – meaning the majority of those consumer issues were investigated and closed with appropriate action.

The findings from 2024’s wave underscored that fraud and safety violations often go hand-in-hand. The investigators discovered 665 total violations (403 commercial violations and 228 safety violations) among the 58 carriers examined. As a result, many immediate enforcement measures were taken: the 2024 OPYM led to 36 unsafe drivers and 12 unsafe vehicles being placed out-of-service on the spot (several had multiple critical violations). FMCSA also ramped up its use of strong enforcement penalties in 2024 – for example, 11 Letters of Probable Violation were issued to offenders during this round, reflecting an emphasis on quickly initiating enforcement cases. In total, the agency reported over 30 enforcement actions resulting from the 2024 operation. These actions ranged from official warning letters and fines, to revocation of operating authority in cases of blatant violations. One high-profile outcome was a “landmark” federal court judgment in late 2024 against a moving company caught in OPYM: a California-based mover (USA Logistics, Inc.) was ordered to pay $25,000 in fines for operating without authority and admitted to multiple violations, after FMCSA teamed with the DOJ to pursue the case. This showed FMCSA’s willingness to push cases to prosecution when merited.

2025 and Beyond – Continuing the Initiative

As of 2025, Operation Protect Your Move is an ongoing annual effort, continually refined with lessons learned. FMCSA has signaled that further enforcement waves and related initiatives will continue to build on the progress from 2023–24. In mid-2025, the agency updated stakeholders on several new developments aimed at strengthening OPYM’s impact:

  • Increased Enforcement Capacity: Thanks to funding from the 2021 Bipartisan Infrastructure Law, FMCSA began hiring additional full-time HHG enforcement staff to expand future OPYM operations. By 2024, about 219 personnel were involved in the operation (up from ~80 the year before), and this number is expected to grow as new investigators come on board.

  • State Partnerships: FMCSA launched a Household Goods State Enforcement Partnership Program to coordinate with state authorities. Through this program, state consumer protection offices and attorneys general gain access to FMCSA enforcement databases, receive free training on federal moving regulations, and participate in joint investigations. The goal is to leverage local on-the-ground enforcement to complement federal efforts, since state AGs can prosecute fraud under state laws as well. FMCSA continues to encourage its field division offices to forge new partnerships with state agencies nationwide.

  • Targeting Rogue Brokers – “Operation Protect Your Load”: Recognizing that some of the worst moving scams involve broker fraud (companies that portray themselves as movers or lure customers then pass them to unscrupulous carriers), FMCSA in 2025 planned a spin-off enforcement blitz focused on predatory brokers. Dubbed “Operation Protect Your Load,” this initiative will specifically crack down on unlawful broker activities such as holding deposits without providing service, or arranging moves with unlicensed carriers. This is an extension of OPYM’s mission, zeroing in on a key link in the fraud chain.

  • Consumer Tools and Regulatory Updates: FMCSA is also bolstering the infrastructure that supports OPYM. The agency is redeveloping its NCCDB complaint website with modern CRM software and stricter submission criteria to ensure resources are spent on substantial complaints. Internal processes are being centralized for better oversight of complaints. Additionally, FMCSA committed to implementing recommendations from a 2023 Government Accountability Office audit of HHG enforcement, and to updating the ProtectYourMove.gov website to be more user-friendly with clearer information on mover registration requirements.

  • Legislative Changes: On the national policy front, DOT has sought stronger enforcement authorities to sustain OPYM’s momentum. In late 2024, a bipartisan bill advanced in Congress to give FMCSA explicit authority to assess civil penalties for household goods consumer protection violations and to deny registrations to rogue operators. If enacted, this would close a gap by allowing FMCSA to directly fine movers for certain abuses (previously, some consumer violations lacked clear civil penalty authority, limiting FMCSA to indirect or lengthy enforcement routes). As of 2025, FMCSA is awaiting such legislative tools but continuing to use every mechanism currently available – including referring criminal matters to DOJ when needed.

In summary, OPYM has evolved into a sustained campaign rather than a one-off blitz. Each spring, FMCSA launches a concentrated enforcement wave, and the agency uses the intervening time to follow up with enforcement actions, improve its methods, and coordinate with broader DOT initiatives. By late 2025, OPYM is firmly established as a pillar of FMCSA’s consumer protection strategy, with plans for future operations already in motion (and possibly new wrinkles like the broker-focused crackdown). The message is that the crackdown on moving fraud is here to stay, and both consumers and industry stakeholders should expect continued vigilance from regulators in the years ahead.

Enforcement Tactics and Target Selection Criteria

How does FMCSA decide whom to investigate in Operation Protect Your Move? The selection criteria are data-driven, based primarily on consumer complaints and safety performance indicators. FMCSA analysts comb the National Consumer Complaint Database (NCCDB) for interstate movers and brokers with unusually high volumes of serious complaints – especially patterns of holding goods hostage, deceptive estimates, stolen/damaged goods, or other fraud. OPYM explicitly targets the “most egregious” offenders as indicated by complaint records. In practice, this means if a moving company has racked up a large number of complaints (for example, appearing among the top 100 carriers by number of complaints), it’s a candidate for OPYM enforcement. Additionally, FMCSA cross-references safety data: carriers flagged in the “Top 100 HHG carriers” list by safety deficiencies (e.g. poor inspection scores, out-of-service rates) also draw attention. This dual criterion ensures OPYM isn’t only chasing paper consumer complaints but also focusing on companies that pose genuine safety risks on the highways. Often, the worst rogue movers trigger both red flags – they garner many consumer complaints and have dismal safety or licensing compliance records.

Enforcement tactics under OPYM are notably aggressive and collaborative, reflecting the severity of the problem. Key tactics and methods include:

  • Surprise Investigations & Inspections: FMCSA deploys teams of investigators to conduct compliance investigations of the targeted companies, sometimes showing up unannounced at company locations across different states. In 2023 and 2024, approximately 40–80 federal investigators were mobilized for the concentrated OPYM periods. They performed thorough compliance reviews of company practices (checking paperwork, licenses, consumer disclosures, etc.) and often vehicle inspections as well. In fact, as part of OPYM, FMCSA conducted dozens of on-site truck inspections – and placed vehicles/drivers out of service immediately if they were found unsafe. This on-the-spot inspection capability meant OPYM could simultaneously address imminent safety hazards (e.g. unsafe trucks) while investigating fraudulent business practices.

  • “Borderless” Enforcement: A noteworthy aspect of OPYM is how investigators worked across state lines. Nearly half of all OPYM investigations (47% in 2023, ~47% in 2024) involved cross-state collaboration. This means an FMCSA division in one state would pursue a company based in another state if that company’s operations were affecting consumers nationally. Such multi-state coordination is critical because rogue moving companies frequently operate in interstate webs – for example, a broker in Florida coordinating moves executed by carriers from New Jersey and Texas. By dropping jurisdictional silos, FMCSA ensured that no company could evade scrutiny simply because their headquarters were in a different state than where complaints originated. The agency reports that this “borderless” approach allowed it to address a larger number of complaints and bad actors than would be possible with isolated local actions.

  • Range of Enforcement Tools: After or during investigations, FMCSA utilizes an array of legal tools to penalize violations. Depending on severity, a company might receive a Notice of Violation (NOV) – essentially a warning outlining infractions that must be corrected – or a more serious Notice of Claim (NOC) which initiates civil penalty proceedings (fines). In many OPYM cases, FMCSA issued Letters of Probable Violation (LOPV), which put the company on notice of likely violations and often precede enforcement orders. The agency has emphasized the use of LOPVs as a proactive measure; for example, in 2024 it issued 11 LOPVs to quickly address deceptive practices before they escalated. For the worst offenders, FMCSA can invoke licensing sanctions under 49 USC §13905, i.e. suspending or revoking the mover’s operating authority. This is effectively a death sentence for an interstate moving company’s business – without operating authority, they cannot lawfully transport household goods across state lines. OPYM 2023 and 2024 saw multiple carriers hit with revocation proceedings when investigations found flagrant violations (such as operating without authority or refusal to comply with regulations). FMCSA’s Deputy Administrator Vinn White cautioned during OPYM that “there can be major consequences when federal regulations are not followed,” underscoring that revocations and heavy fines are on the table for bad actors.

  • Consumer Restitution and DOJ Referrals: In addition to regulatory enforcement, OPYM teams work to get relief for consumers who have been scammed. FMCSA investigators often coordinate with consumers to recover their household goods or payments – essentially helping victims navigate the process to get their possessions back or secure refunds. In egregious cases involving theft, fraud, or extortion, FMCSA can refer the matter to the U.S. Department of Justice for criminal investigation. For example, the case of the paroled felon stealing and selling customers’ goods (mentioned in an FMCSA blog) was one where criminal charges were pursued, resulting in the perpetrator being sent back to prison. Such referrals are vital because FMCSA’s own authority is limited to civil actions – only DOJ can prosecute crimes like fraud or theft. Through OPYM, FMCSA essentially acts as the tip of the spear: it identifies potentially criminal behavior by movers and hands it off to law enforcement to ensure scammers face justice beyond just fines.

  • Inter-Agency and State Collaboration: OPYM is characterized by unprecedented cooperation between FMCSA and other enforcement bodies. FMCSA established channels with state attorneys general offices (AGs) and state consumer protection agencies so that information and leads flow freely. State AGs can sue moving companies under state consumer fraud laws or even criminal statutes, complementing federal action. During OPYM 2024, FMCSA even provided a special Commercial Enforcement and Consumer Protection (CECP) training course for dozens of state AG staff, educating them on household goods moving scams and how to use federal and state laws in tandem. This improves each state’s ability to take follow-up actions once FMCSA’s initial investigation is done. Additionally, FMCSA’s creation of the Household Goods State Enforcement Partnership Program in 2024 formalized the sharing of data and joint investigations with states. The net effect is a force multiplier: a fraudulent mover might now face a one-two punch – an FMCSA enforcement case and a state AG lawsuit – as a result of OPYM-triggered cooperation.

  • Education & Outreach as Tactic: While enforcement is the core of OPYM, FMCSA also considers education an essential strategy to prevent future violations. The very name “Protect Your Move” is also used for FMCSA’s consumer outreach campaign. Throughout the OPYM operations, FMCSA circulated educational materials (checklists, scam red-flag lists, etc.) and directed the public to ProtectYourMove.gov for guidance. By educating consumers on how to spot rogue movers, the agency hopes to dry up business for dishonest companies. Internally, FMCSA also used OPYM as a learning opportunity – training newer investigators in HHG cases and updating enforcement protocols. Each year’s operation is analyzed to refine the next; for instance, after 2023, FMCSA updated training materials to encourage use of certain enforcement tools (like LOPVs) based on what proved effective. This adaptive approach treats OPYM as both a crackdown and a continuous improvement exercise in consumer protection enforcement.

In summary, OPYM’s enforcement playbook is robust: target the worst actors using data; swarm them with coordinated investigations; use every available legal instrument (warnings, fines, orders) to halt their misconduct; involve other agencies (state and federal) for backup; and educate consumers to avoid these companies in the first place. This multi-faceted approach is designed to not only punish bad movers but also deter others and break the business model of moving scams.

Results and Impact: By the Numbers and Industry Effects

Enforcement Outcomes and Statistics

The tangible results of Operation Protect Your Move can be seen in the enforcement statistics released by FMCSA for each wave. Below are key figures from the 2023 and 2024 operations (the two completed phases as of 2025):

  • Investigations Conducted: OPYM 2023 resulted in 97 investigations of household goods carriers/brokers, while OPYM 2024 completed 62 investigations. The slightly lower number in 2024 reflects a more targeted approach (fewer total companies, but still addressing a majority of high-complaint carriers). In both years, some companies received both a compliance investigation and separate vehicle inspections, and a few were investigated more than once due to multiple business aliases or sprawling operations.

  • Consumer Complaints Resolved: A primary goal of OPYM is to close out unresolved consumer complaints. In 2023, the initiative addressed 494 complaints logged in NCCDB. Notably, this amounted to about 73% of all complaints associated with the targeted carriers being handled and resolved in that short span. In 2024, with fewer companies targeted, OPYM still managed to address 380 complaints, representing 83.3% of complaints tied to that year’s target list. These included hundreds of incidents of alleged fraud, of which a significant share were the dreaded “hostage goods” cases (205 such cases in 2023; 128 in 2024). By intervening in those, FMCSA often helped customers retrieve their belongings without paying extortionate fees.

  • Violations Discovered: The enforcement sweeps uncovered a staggering number of legal violations by the targeted companies. In spring 2023, FMCSA documented 1,014 total violations of federal regulations during OPYM investigations. These ranged from commercial violations (e.g. failing to provide required estimates or brochures, not having tariff on file, operating without authority, tariff fraud, etc.) to safety violations (e.g. driver qualification issues, hours-of-service violations, vehicle maintenance failures). The 2024 operation likewise found a very high count – 665 total violations (403 commercial and 228 safety) among the 58 carriers reviewed. To put these numbers in perspective, each company investigated was cited for an average of 10–11 violations, underscoring that these were not minor technicalities but systemic flouting of rules. The most common consumer protection violations likely involved things like improper estimates, not participating in arbitration, hostage load situations, and deceptive advertising or broker practices. On the safety side, common violations included using non-CDL drivers, ignoring hours-of-service rules, and operating trucks in disrepair.

  • Out-of-Service Orders: One concrete measure of impact is how many unsafe operators were removed from service. OPYM 2023 led to 14 truck drivers and 16 vehicles being placed out-of-service (OOS) immediately for critical safety violations (such as invalid CDLs or serious mechanical defects). In 2024, the numbers were even higher for drivers: 36 drivers placed OOS and 12 vehicles OOS during the blitz. These OOS orders are important because they directly prevent accidents – by sidelining a fatigued or unlicensed driver, or a truck with bad brakes, FMCSA is preventing potential crashes while simultaneously investigating the company’s fraudulent behavior.

  • Enforcement Actions Taken: Following the investigations, FMCSA initiated a variety of enforcement actions against the offending companies. According to DOT, the 2024 OPYM operation resulted in over 30 enforcement actions against fraudulent movers/brokers. These actions included formal civil penalties (fines), issuance of out-of-service orders, and revocation or suspension of operating authority for those who refused to comply. In 2023, FMCSA also took dozens of enforcement steps – for instance, many companies were issued Letters of Probable Violation or Notices of Claim, and some had their authority revoked for violations uncovered. One high-impact enforcement outcome from the OPYM efforts was the case against USA Logistics, Inc.: as mentioned earlier, this company was hit with a $25,000 fine and a federal court injunction in 2024 after OPYM found it was transporting household goods without authority. Additionally, OPYM spurred at least one Department of Justice civil penalty case (in CA) and referrals for potential criminal charges in some egregious fraud cases. While FMCSA hasn’t publicly tallied every single enforcement result, the pattern is clear – multiple companies faced severe consequences (from being shut down to paying fines to being subject of lawsuits) as a direct result of OPYM.

  • Industry-Wide Metrics: It’s worth noting how OPYM’s impact fits into the larger industry context. FMCSA has thousands of household-goods movers under its jurisdiction (over 5,600 were registered as of 2019, likely even more today). The fact that OPYM could target 78–142 of the worst companies each year and find violations in nearly all of them suggests a “worst of the worst” approach. These targeted companies represent a small fraction of the industry, yet they account for an outsized share of consumer harm. By removing or reforming this fraction, OPYM aims to significantly reduce total complaints. Indeed, FMCSA data indicate that overall complaint volumes had been rising in recent years, but by focusing on repeat offenders, OPYM hopes to “decrease the number of HHG complaints being filed from year to year”. Early indications from FMCSA’s tracking show that complaint volumes for the targeted carriers did drop after enforcement, and some were put out of business entirely. The agency will continue monitoring whether total national moving fraud complaints go down as OPYM progresses (a desired outcome under OPYM’s Goal 3 of improving the moving experience).

Impact on Movers and Brokers (Industry Reaction and Compliance)

Operation Protect Your Move has sent a strong signal to the household goods moving industry, especially to those operators who have operated in grey areas or ignored consumer protection laws. The impact on movers and brokers can be assessed in a few ways:

  • Deterrence of Bad Actors: Clearly, OPYM’s aggressive enforcement is intended to deter unscrupulous companies. The prospect of being targeted in an OPYM sweep – which could mean surprise inspections, being hit with fines or even losing one’s operating authority – is likely causing rogue movers to think twice. Some fraudulent operators may choose to exit the business or curtail their worst practices for fear of attracting FMCSA’s attention. For example, after the 2023 crackdown, industry observers noted some “fly-by-night” moving outfits shut down or rebranded to avoid detection, a typical pattern when enforcement heats up (though FMCSA’s tracking of reincarnated carriers is improving). Honest brokers and carriers have welcomed the crackdown, as it helps weed out competitors who had been gaining business unfairly through scams. The American Trucking Associations’ Moving & Storage Conference (which represents reputable movers) has expressed support for FMCSA’s actions to eliminate rogue movers, since each high-profile moving scam hurts the entire industry’s reputation. In the long run, if OPYM continues annually, the worst 1% of companies will either be brought into compliance or forced out, raising the overall standard in the market.

  • Compliance Culture Shift: For the broader population of moving companies, OPYM serves as a wake-up call to pay closer attention to regulatory compliance. Even movers that were not targeted are reviewing their procedures to ensure they don’t become the next on FMCSA’s list. Key compliance areas like providing customers with the “Your Rights and Responsibilities When You Move” booklet, honoring estimates, maintaining proper licensure, and responding to complaints have gained renewed emphasis within legitimate moving companies. Brokers, in particular, are on notice: many of the 2023–24 targets were broker companies that advertised online and “sold” moving jobs to actual carriers without transparency. Now, those brokers know FMCSA is scrutinizing them – for instance, OPYM 2024’s planned “Operation Protect Your Load” suggests that brokers engaging in unlawful contracting or deceptive leads will face enforcement. We are likely to see brokers ensure they are properly registered (with a USDOT number and broker authority) and that they disclose their role to customers (to comply with truth-in-advertising rules), to avoid being flagged.

  • Return of Consumer Trust: OPYM’s impact also indirectly benefits compliant movers by aiming to restore consumer confidence in the industry. Moving scams have made many consumers fearful of hiring any mover, which hurts honest businesses. With DOT publicizing these crackdowns and actively promoting its ProtectYourMove resources, consumers may become more savvy – choosing only registered, reputable movers and avoiding shady ones. As scam companies are exposed and punished, consumers might feel safer using professional movers, which could boost business for the compliant companies. FMCSA’s outreach (e.g. urging consumers to check a mover’s complaint history and safety record) aligns with what reputable movers have wanted: that customers do their homework and not fall for deals that are “too good to be true.” In that sense, OPYM helps create a market where quality and compliance are competitive advantages, which is a positive impact for the industry.

  • Geographical Shifts: As noted, certain states have been hotbeds for moving scams (New Jersey, Florida, Texas, Nevada, California, etc.). OPYM’s focus on those areas may push fraudulent operators to relocate or change tactics. We might see, for example, some rogue companies in New Jersey or South Florida shutting down or moving their base of operations to states they perceive as lower-profile. However, given the national scope of OPYM, simply moving state might not help them evade detection. State enforcement partnerships mean even local movers who only operate intrastate could face more scrutiny if they engage in similar abuses, closing a potential loophole where bad actors hop to intrastate work to avoid FMCSA. Over time, the geographic concentration of scams could diminish if enforcement and consumer awareness improve across the board.

  • Challenges and Industry Feedback: Some moving industry members have raised concerns about OPYM in that it might cast a wide net. For instance, a company with a spike in complaints (perhaps due to one bad season or a difficult summer of delays) might fear being branded a “rogue” and targeted. Industry associations likely will work with FMCSA to ensure due process – that companies have a chance to correct issues – and that enforcement distinguishes between willful scammers and those who made mistakes. FMCSA does seem to use discretion: OPYM targets truly egregious patterns (some of the 2024 targets had dozens of complaints each). Furthermore, FMCSA’s inability (so far) to directly fine for certain violations means that some OPYM cases rely on leveraging registration revocation as a big stick. The moving industry has long pointed out gaps in enforcement authority – something Congress is addressing with new legislation. From the industry perspective, having clearer rules and consistent enforcement benefits everyone, because it removes confusion and the feeling of an uneven playing field.

In conclusion, OPYM’s impact on HHG movers and brokers has been significant: many fraudulent operators have faced enforcement or left the market, compliant companies are doubling down on following the rules, and consumers are slowly regaining trust

that authorities are watching out for them. The operation is essentially purging the industry of its worst elements and signaling that unethical behavior will not be tolerated. While it’s too early to quantify long-term effects (like whether overall complaint numbers drop in 2025 and beyond), early signs (e.g., removal of multiple bad actors, increased consumer awareness) suggest OPYM is making a meaningful difference in cleaning up the moving industry.

Geographic Hotspots of Enforcement Activity

One striking aspect of Operation Protect Your Move is how geographically concentrated the moving fraud problem appears to be. Data from the 2023 and 2024 enforcement waves show that a handful of states consistently emerge as hotspots for unscrupulous movers and brokers, thereby attracting the bulk of FMCSA’s enforcement efforts.

In 2023, FMCSA reported that the highest concentrations of targeted companies were in New Jersey, Florida, California, and Texas . New Jersey was particularly prominent – out of 142 total entities targeted in 2023, 39 were based in New Jersey . Florida followed with 25, and California and Texas each had 11. These four states alone accounted for over 60% of the top-offender movers that year. Other notable states included Maryland (10 targets), Pennsylvania (9), Nevada (8), and Massachusetts (6). States with large urban populations and high volumes of interstate moves (like those on the East Coast, California, etc.) tended to have more problem carriers, but New Jersey and Florida stood out disproportionately. Industry insiders note that North Jersey and South Florida have, for years, been hubs for moving broker companies – many operating out of small offices but coordinating moves nationwide, which could explain their overrepresentation.

The 2024 OPYM operation saw a similar pattern with slight shifts. That year’s 78 targeted movers/brokers were again clustered in a few key states: New Jersey, Florida, Texas, Nevada, and California were identified as the top locations for OPYM targets. In fact, FMCSA noted that the majority of investigations were conducted in New Jersey, Florida, Texas, and Nevada, aligning with where the complaints were highest. The inclusion of Nevada in this list (Las Vegas area) in 2024 was noteworthy – Nevada had 10 targeted companies on the list, similar to Texas’s 11 and Florida’s 12. New Jersey still led with 15 targeted companies in 2024. California and Colorado each had 9 targeted firms, showing continued issues on the West Coast as well. When it came to actual investigations executed in 2024 (since not every targeted company ended up being fully investigated by April), the ranking was: NJ (14 investigations), TX (11), FL (11), NV (7), CA (6), with a few investigations in other states like North Carolina, Missouri, Pennsylvania, etc.. This confirmed that New Jersey and Florida are consistently the top “hot zones” for moving scams, with Texas, Nevada, and California close behind in enforcement activity.

Several factors contribute to these geographic hotspots:

  • Consumer Demand and Routes: States like Florida, Texas, and Nevada see huge inflows/outflows of people moving (Florida and Texas in particular have many new residents moving in each year). High moving volume can correlate with more opportunities for scam companies to thrive. Similarly, New Jersey (part of the busy NYC metro region) generates a lot of interstate moves. Where there is more moving activity, there is unfortunately more opportunity for rogue operators to prey on customers.

  • Broker and Scam Company Clusters: Over the years, certain regions have become known for clusters of fraudulent moving brokers. South Florida, for example, was identified in past federal investigations as a base for “moving broker syndicates” that created multiple company names to confuse consumers. New Jersey has a dense population and many small moving companies competing, which can attract less scrupulous actors trying to undercut on price and then extort later. Las Vegas (Nevada) has also recently popped up as a location where some moving call-center brokers operate. OPYM’s data essentially spotlighted these clusters, prompting additional scrutiny in those areas.

  • Enforcement Focus: Another reason these particular states see more OPYM action is that FMCSA’s top-100 complaints list naturally highlights them. It becomes a self-reinforcing cycle: lots of complaints come from moves involving companies in NJ or FL, so FMCSA focuses there; the enforcement then uncovers more interlinked bad actors in the same regions. Meanwhile, states that are less populated or have fewer interstate moves (or stricter state regulations) see relatively fewer rogue operations. In the 2023 OPYM map, a number of states had zero targeted companies (these were shaded gray on FMCSA’s map) – indicating that in some states, no movers met the “egregious complaints” threshold. The enforcement resources were thus concentrated where they were most needed.

  • Historical Data: It’s interesting to compare OPYM findings with earlier data. Back in 2011, FMCSA noted that the top origin cities for moving complaints were New York, Las Vegas, Chicago, Houston, Los Angeles, San Diego, Atlanta, San Antonio, Philadelphia, and Phoenix. We can see some overlap (Las Vegas, NYC area, Texas cities, California cities). This suggests a longstanding pattern: major metro areas and certain regions have been hotbeds for problems. OPYM is essentially confirming and targeting these historical hotspots with renewed vigor.

For consumers and industry watchers, this geographic information is useful. If you’re hiring a mover based in New Jersey or South Florida, for instance, you might take extra care to vet them (since those areas have higher incidence of scams – though certainly not all companies there are bad). For FMCSA, it means local field offices in those states have been heavily involved in OPYM. In 2023, FMCSA credited the Texas DOT as a state partner that participated in OPYM, and likely other state enforcement units in places like New Jersey and Florida were key partners as well.

Moving forward, FMCSA’s establishment of state enforcement partnerships could spread the net even wider in these hotspots. State law enforcement in Florida or New Jersey can now take the baton by pursuing companies under state fraud statutes, which may dissuade new scam companies from popping up there. Nonetheless, as long as these regions remain lucrative markets for interstate moving, FMCSA will need to remain watchful. The data-driven approach of OPYM means no state is truly off-limits – if next year the complaints shift, OPYM will adjust accordingly. But so far, the “usual suspects” in terms of geography remain at the center of this crackdown.

Connecting OPYM to Broader DOT Consumer Protection and Safety Strategies

Operation Protect Your Move does not exist in a vacuum; it is part of a larger tapestry of U.S. Department of Transportation (DOT) strategies aimed at protecting consumers and ensuring safety across transportation modes. Here’s how OPYM fits into the bigger picture:

  • National Roadway Safety Strategy (NRSS): The NRSS is DOT’s comprehensive plan to reduce roadway fatalities and injuries. While household goods moving fraud might seem tangential to “roadway safety,” it actually ties in through the “safer people, safer vehicles” objectives. FMCSA explicitly aligned OPYM with NRSS by targeting carriers that often also violate safety regulations. Many scam movers run poorly maintained trucks or use unqualified drivers – posing crash risks. By removing those operators, OPYM contributes to safer roads (fewer dangerous trucks and drivers active) at the same time as it addresses consumer harm. This dual benefit makes OPYM a win-win for both safety and consumer protection goals under DOT’s safety strategy.

  • DOT Consumer Protection Emphasis: In recent years, DOT has placed renewed emphasis on consumer protections in transportation – whether it’s airline passenger rights, freight broker transparency, or household goods movers. OPYM is a flagship example of DOT taking an assertive stance to protect the public from fraud in the surface transport domain. Secretary Buttigieg’s and FMCSA leaders’ public statements around OPYM consistently frame it as protecting Americans during major life moments like moving. This aligns with the Biden Administration’s broader pro-consumer posture. For instance, DOT has been simultaneously cracking down on airline ticketing unfairness and championing refund rules – similarly, cracking down on moving scams fits the narrative of “DOT as consumer advocate.” OPYM has been highlighted in DOT press releases and even on social media to show that “we have your back” when it comes to interstate moves.

  • Education and Outreach (Protect Your Move Campaign): DOT’s strategies often pair enforcement with public education, and OPYM is no different. Alongside the enforcement sweeps, FMCSA has an ongoing Protect Your Move outreach campaign. This campaign raises awareness about moving scams via the ProtectYourMove.gov website, social media, and partnerships with consumer organizations. It provides checklists, videos, and booklets so consumers know their rights and can spot red flags. The fact that FMCSA labels OPYM an “enforcement and education initiative”shows that DOT views informed consumers as part of the solution. When consumers are armed with knowledge (for example, knowing to check if a mover is registered, or knowing that demand for a large down payment is a red flag), they are less likely to fall victim to scams, which in turn supports the enforcement effort by reducing opportunities for fraud. This mirrors strategies in other sectors (e.g., FAA’s passenger awareness campaigns complementing aviation enforcement).

  • Resource Allocation from Infrastructure Law: The Bipartisan Infrastructure Law (BIL) of 2021 provided DOT with additional funding for safety programs. FMCSA tapped some of those resources to increase its household goods enforcement capacity – hiring more investigators and specialists dedicated to consumer protection. This is a strategic shift: historically FMCSA’s budget and staffing were heavily oriented to safety (inspecting trucks, etc.), with a relatively small team for household goods. Now, with DOT support, FMCSA is boosting the personnel and training for HHG investigations. This indicates that DOT’s strategic planning recognized moving fraud as an area worthy of investment, not just an afterthought. In effect, household goods consumer protection is being “mainstreamed” into FMCSA’s core safety mission, which is a notable policy evolution.

  • Legislative and Regulatory Initiatives: OPYM is also intertwined with DOT’s efforts to update regulations and laws governing the moving industry. In parallel to the enforcement operations, FMCSA has been working on implementing recommendations from a federal Household Goods Consumer Protection Working Group(mandated by Congress) to modernize moving regulations. For example, there are ongoing rulemaking discussions about improving estimates, requiring movers to disclose brokers’ roles, and enhancing carrier arbitration programs. Additionally, as mentioned, legislation was advanced to give FMCSA more teeth (civil penalty authority for consumer violations). DOT has openly supported these measures, as they will strengthen what OPYM can do. In September 2024, when the House T&I Committee passed the enforcement-enhancement bill, FMCSA highlighted it as a needed tool to “expand FMCSA’s available enforcement tools” for household goods cases. This shows OPYM isn’t just reactive; it’s prompting broader changes. If Congress passes that law, future OPYM waves could directly fine rogue movers under consumer protection regs, making the crackdown even more formidable. It’s a synergy of enforcement pushing policy, and policy enabling more enforcement – all part of DOT’s larger strategy to close gaps that scammers exploit.

  • Collaboration and Partnerships: OPYM’s integration with state and federal partners reflects DOT’s strategic approach of a “whole-of-government” response to problems. DOT knows that FMCSA alone can’t solve moving fraud, so it’s coordinating with the DOJ, state AGs, local law enforcement, and even industry groups. The establishment of memorandums of understanding (MOUs) with states and the sharing of data systems is analogous to other DOT safety initiatives (for instance, NHTSA working with states on highway safety). By creating a network of enforcers, DOT is addressing the issue from multiple angles. This broader strategy is evident in other consumer protection areas too (e.g., DOT working with the Consumer Financial Protection Bureau on airline refunds). In the moving context, the empowerment of state AGs via 49 USC 14711 (which allows state AGs to enforce federal moving laws) is a tool that DOT/FMSCA is actively encouraging as part of OPYM. The OPYM reports mention that division administrators are pursuing MOUs in several high-impact states, indicating that DOT wants lasting partnerships beyond the blitz of OPYM itself.

  • Holistic Safety and Fraud Prevention: DOT’s overarching mission is safety, but OPYM highlights that safety and consumer protection are often interlinked. A company willing to scam consumers is likely also cutting corners on safety. Conversely, companies that operate safely tend to follow the rules in dealing with customers too. Thus, OPYM supports DOT’s strategic goal of fostering a culture of safe and accountable transportation companies. It complements other FMCSA programs like New Entrant Safety Assurance (making sure new carriers understand rules) and Safety Fitness ratings – by targeting carriers that would likely have poor safety fitness anyway. OPYM also dovetails with FMCSA’s push for broker transparency and training in freight transportation. In fact, around the same time as OPYM, FMCSA granted petitions to pursue rulemaking on broker disclosure and training requirements in freight brokerage. This indicates a theme: across the board, DOT is pushing for more transparency, honest dealing, and safety compliance, whether it’s a household goods broker or a freight broker. They all fit under the umbrella of ensuring the transportation marketplace is fair and safe.

In essence, Operation Protect Your Move is one piece of DOT’s larger strategy to protect consumers and uphold safety standards. It demonstrates DOT’s willingness to innovate (annual multi-state sweeps are relatively new for FMCSA), to collaborate across agencies, and to fight for stronger authority from Congress when needed. The initiative’s success could become a model for tackling other consumer issues in transportation. FMCSA’s Administrator Robin Hutcheson perhaps summed it up best: “Consumers should feel confident they can trust the company hired to transport their possessions.”OPYM is DOT’s instrument to achieve that confidence, ensuring that the transportation of household goods – a service touching millions of Americans – meets the same standards of safety and integrity that DOT strives for in all modes of travel.

Staying Compliant: How Movers and Brokers Can Avoid Being OPYM Targets

For honest household goods moving companies and brokers, Operation Protect Your Move is a clear indicator of which practices to avoid at all costs. Companies that want to stay off FMCSA’s radar should take proactive steps to fully comply with consumer protection rules and maintain good business practices. Based on the violations commonly found during OPYM and FMCSA’s guidelines, here are key ways movers and brokers can stay compliant and not be targeted:

  • Maintain Proper Registration and Authority: First and foremost, operate legally. Ensure your company has an active USDOT number and, if transporting household goods across state lines for hire, an active FMCSA household goods motor carrier authority (MC number) -

    (Important Note: as of October 1, 2025, the Federal Motor Carrier Safety Administration (FMCSA) is phasing out MC numbers, making USDOT numbers the sole identifier for all motor carriers, brokers, and freight forwarders. This means moving companies will no longer be required to have or carry an MC number for interstate authority, as all safety and registration information will be consolidated under a single USDOT number. This change is part of a broader modernization effort to streamline registration, reduce fraud, and improve efficiency.) 

  • Brokers arranging interstate moves must have a broker authority. Operating without FMCSA registration or authority is illegal and was a cause of the DOJ case against a mover in 2024. Keep your operating authority status up-to-date (e.g., biennial updates, insurance filings) so that you are always visible as a compliant operator in FMCSA’s systems.

  • Follow Consumer Protection Regulations (49 CFR Part 375): All interstate movers are subject to extensive consumer protection rules. Key requirements include providing customers with the “Your Rights and Responsibilities When You Move” booklet and the “Ready to Move?” brochure at the proper times, giving written estimates (binding or non-binding as per regulations) after doing a visual survey of the goods, and executing a detailed bill of lading for each move. Estimates must be in writing and you cannot bait-and-switch (i.e., drastically raise the price on moving day beyond what the estimate allows). To avoid trouble, be transparent and accurate in your estimates – if it’s non-binding, the total charges at delivery cannot exceed 110% of the estimate unless by prior agreement. If it’s binding, you must honor that price for listed items/services. Provide the customer with a written inventory of their goods if you’re doing packing and loading. All these practices are not just good service, they’re legally required and failure to do them has been a basis for many OPYM violations.

  • Never Hold Goods Hostage: This is the number one egregious act that will guarantee FMCSA action. Under federal law, it is forbidden to refuse delivery of a shipment if the customer has offered to pay the binding estimate or up to 110% of a non-binding estimate. Do not demand exorbitant additional fees at destination by holding someone’s personal goods hostage – this is considered an “unauthorized holding” and can lead to immediate enforcement. If unforeseen circumstances require extra charges (say, a shuttle service or stairs at delivery), communicate clearly and negotiate in good faith, or use the customer’s optional written waiver if they agree to pay more on the spot. But do not lock the truck and demand thousands extra under threat – that’s a hostage scenario and one of the primary triggers for OPYM investigations. Legitimate disputes over payment should be resolved through the proper arbitration or courts, not self-help hostage tactics.

  • Publish and Adhere to a Tariff: Every interstate HHG carrier must maintain a tariff — a public document outlining your rates, charges, and service terms (covering things like packing fees, storage, etc.). Make sure your tariff is up to date and that your staff know its contents. If FMCSA investigates, they will check if you charged according to your tariff. Charging fees not listed in your tariff, or above the tariff rates, is a violation. Your tariff should be available upon request to customers. Adhering to a tariff not only keeps you legal but also prevents arbitrary pricing that leads to complaints.

  • Implement Strong Safety Practices: Since OPYM also looks at safety issues, keep your safety scores and records clean. This includes vehicle maintenance (regular inspections so your trucks don’t get placed out-of-service), driver qualifications (hire licensed, qualified drivers with commercial driver’s licenses for the appropriate vehicles), and Hours-of-Service compliance (don’t push drivers to violate driving time limits). Many movers focus on the business side and overlook safety compliance, but FMCSA will penalize both. In OPYM 2024, dozens of drivers and trucks were put out of service – don’t let yours be among them. Maintain proper insurance (cargo insurance is required, and public liability insurance filings must be on record per 49 CFR Part 387). A compliant company should be as diligent about safety regs (FMCSRs) as it is about consumer regs – a good safety record keeps you off FMCSA’s “high-risk” radar.

  • Resolve Customer Complaints Promptly: A pattern of unresolved complaints is what lands companies on the NCCDB “worst offender” list. To avoid that, take every customer complaint seriously and try to resolve it before they feel the need to report you to FMCSA. This might mean negotiating settlements for damaged items, refunding overcharges, or simply improving communication. If a mistake happened, own up and fix it. FMCSA’s data showed OPYM-targeted carriers had dozens of complaints each; by contrast, maintaining zero or very few complaints in NCCDB will keep you in good standing. Encourage customers to give you feedback directly or via the Better Business Bureau, and address those issues. Also ensure you participate in an arbitration program as required – interstate movers must have an arbitration process for loss/damage disputes (49 USC §14708) and inform customers about it. Using arbitration to resolve disputes can prevent escalation to regulatory complaints.

  • Avoid Misleading Advertising and Misrepresentation: Many broker-related violations stem from false promises or hidden identities. Brokers should truthfully represent their role – if you’re a broker, make clear you are arranging transportation, not carrying out the move yourself, and only use FMCSA-licensed carriers. Do not guarantee unrealistic prices or delivery dates just to book a customer. Likewise, carriers should not masquerade under multiple names to escape bad reviews (FMCSA can see “reincarnated” or affiliated companies). Use your legal name and DOT number on all advertisements, estimates, and contracts as required by regulation. Any attempt to defraud or mislead customers (e.g., claiming “All moves 100% insured” when only basic valuation is provided) can lead to both consumer complaints and potential fines for deceptive business practices.

  • Train Your Staff on Regulations: Every employee involved in customer interactions or operations should be trained on the basics of the FMCSA moving rules. Drivers and foremen should know they cannot collect more than the allowed amount at delivery if it’s non-binding, for instance. Sales personnel should know not to low-ball estimates beyond what’s lawful. Having a compliance mindset throughout the company culture is key. FMCSA has made training a big part of its enforcement sustainability (they even train their investigators and state partners on best practices) – similarly, a moving company should invest in training its team on both safety and consumer protection.

  • Monitor Your Company’s Compliance: Periodically audit your own operations as if you were an FMCSA inspector. Check that all paperwork is in order, that you’re registered in the FMCSA Registered Movers Database, and that your Safety Measurement System (SMS) scores are acceptable. Correct any issues proactively. It may be wise to consult compliance experts or join industry associations that keep members informed about rule changes. As rules evolve (for example, potential new rules from the Household Goods Working Group recommendations), ensure you update your procedures. FMCSA’s website and resources (like the Regulations and Enforcement guidance on ProtectYourMove.gov) list all pertinent regulations and updates – use these resources to stay current. A compliant company in 2025 should be aware of both long-standing rules and any new developments (such as possible future requirements for electronic inventories or new broker rules).

By following the above steps, movers and brokers can operate above board and avoid the behaviors that attract regulators. Essentially, run your business as if an FMCSA investigator could look at it any day – because under OPYM, they just might. The upside of strict compliance isn’t just avoiding penalties; it’s also a better reputation and more referrals from satisfied customers. FMCSA’s crackdown has shown that short-term profiteering through scams is a dead-end. The companies that thrive will be those that compete fairly, follow the law, and deliver honest, quality service. In sum, staying off OPYM’s radar is simple – don’t be a “rogue mover.” If you treat customers right, obey the regulations, and prioritize safety, you should never have to worry about that knock on the door from federal investigators.

Resources for Consumers and Industry Professionals

Both FMCSA and the broader Department of Transportation offer a range of resources to help consumers and legitimate moving industry professionals navigate the moving process safely and lawfully. Below are some key resources and tools available:

  • ProtectYourMove.gov – Consumer Tools: The main hub for consumer information is ProtectYourMove.gov, FMCSA’s official website dedicated to household goods moving. Here, consumers can find free resources and tips to plan a move and avoid fraud. Notable features include:

    • Registered Mover Database: A search tool that lets consumers (or brokers vetting carriers) check if an interstate moving company or broker is properly registered with FMCSA and view its safety and complaint history. By entering a company’s name or USDOT number, one can see the company’s license status, insurance info, and the number of complaints lodged against it. This helps consumers screen out unregistered or poorly rated movers before hiring.

    • Moving Checklists and Guides: FMCSA provides a downloadable Moving Checklist covering what to do before, during, and after a move. It prompts consumers on tasks like verifying the mover’s credentials, getting estimates in writing, not signing blank documents, etc. There’s also a “Ready to Move?” brochure and a “Your Rights and Responsibilities When You Move” booklet (the same one movers are required to give clients) available for download. These plainly explain consumers’ rights, the mover’s obligations, and red flags to watch for.

    • Tips to Spot Red Flags: The site outlines common moving scam red flags – for example, movers who demand a large cash deposit upfront, or who show up in a rental truck with no company markings, or brokers who give quotes without seeing your goods. FMCSA’s “Spot the Red Flags of Moving Fraud” page (also linked via ProtectYourMove) educates consumers on these warning signs. Recognizing these can save consumers from falling victim.

    • Consumer Complaint and Help Info: If consumers run into problems, ProtectYourMove explains the steps to take. There’s guidance on “What if there is a problem?” – advising to first attempt resolution with the mover (and how to contact their dispute settlement program), how to file claims for loss or damage, and finally how to file an official complaint with FMCSA if needed. The site provides a link to the National Consumer Complaint Database (NCCDB) for filing complaints online, as well as the FMCSA hotline 1-888-DOT-SAFT (1-888-368-7238) where consumers can report issues by phone. There’s also a directory of state consumer protection contacts for moving (since intrastate moves are handled by states).

    Overall, ProtectYourMove.gov serves as a one-stop consumer education center. FMCSA’s outreach campaign heavily promotes this site in media and even in OPYM press releases – consumers planning a move are routinely told to “visit protectyourmove.gov for more information to help protect yourself from moving scammers”. Using these resources, consumers can drastically reduce the chance of hiring a bad mover.

  • FMCSA Resources for Industry Compliance: For movers and brokers who want to ensure they are following the rules, FMCSA provides guidance as well:

    • Regulations and Enforcement Guidance: The ProtectYourMove site has a section specifically for Regulations and Enforcement. This is geared toward both enforcement partners and the industry. It lists all relevant federal regulations (with links to the Electronic Code of Federal Regulations) that govern household goods transport. For example, 49 CFR Part 375 (Transportation of Household Goods; Consumer Protection) and 49 CFR Part 371 (Brokers of Property) are linked for easy reference. It also references 49 U.S.C. statutes like §14710 and §14711 that discuss enforcement of moving regulations and state AG authority. By consulting these links, industry members can read the exact laws they must comply with. The page basically consolidates the rulebook for household goods in one place.

    • Policy Documents and Notices: FMCSA also provides links to Federal Register notices and rule makings related to household goods, in case industry members want to read official guidance or rule updates. For instance, there are notices about state enforcement of moving regulations and interpretations on specific practices (like a guidance about movers not asking shippers to sign blank documents). This helps carriers stay abreast of any clarifications or changes in how rules are applied.

    • FAQs and Support: The FMCSA website (outside of ProtectYourMove) has a FAQ section where common questions about moving company operations are answered. For example, “How can I avoid fraudulent or rogue moving companies?” is answered with tips for consumers, but there are also answers for movers about compliance. FMCSA’s Office of Enforcement and Compliance can be contacted for questions, and field offices often have household goods specialists. In essence, movers can reach out to FMCSA if unsure about a regulation – the agency isn’t just punitive; it offers help to come into compliance.

    • Training and Conferences: While not listed on the site per se, FMCSA participates in industry conferences (like those held by moving industry associations) where they share updates on regulations and enforcement trends. Additionally, FMCSA’s National Training Center sometimes offers courses that state or industry reps can attend to learn about HHG regs. By engaging with these opportunities, legitimate companies can gain insight straight from regulators on how to improve compliance.

  • National Consumer Complaint Database (NCCDB): This resource straddles both consumer and enforcement domains. For consumers, it’s the portal to file complaints about movers or brokers to FMCSA. For FMCSA (and indirectly for the industry), it’s an invaluable data source that drives operations like OPYM. FMCSA is currently revamping the NCCDB to be more user-friendly and to implement more stringent submission filters (to ensure complaints are substantive). Industry professionals can use NCCDB proactively: carriers can periodically check if any complaints have been lodged against them (some may do so by requesting information via FOIA or during their compliance review). It’s in a company’s interest to address issues before they pile up in NCCDB. Also, movers can encourage satisfied customers to share positive feedback elsewhere, but importantly, if there’s a complaint in NCCDB, taking corrective action and documenting resolution might help the company’s case in an FMCSA review. Essentially, NCCDB is a tool that good companies should rarely need to interact with, but being aware of its role is important. For unscrupulous ones, it’s the database that will flag them for enforcement – and there’s no hiding from it, since FMCSA is centralizing and modernizing it.

  • Additional Government and Law Enforcement Resources: FMCSA’s Protect Your Move site also links to state-level resources. For example, it provides contacts for state regulators or consumer affairs offices that handle moving issues (like a state moving commission or consumer protection hotline). This is useful because if a move is within one state (intrastate), FMCSA doesn’t have authority, but the state does. Industry professionals operating intrastate should know their state rules (which can be found via those links). Consumers can also find where to turn at the state level through these resources. Moreover, FMCSA encourages reporting to other entities: filing a complaint with the Better Business Bureau or the state attorney general is advised for fraud victims in addition to the FMCSA complaint. So, the government resource net is wide: federal, state, and local agencies all have roles.

  • Informational Materials and Media: DOT and FMCSA have produced various informational materials on moving fraud. For instance, the FMCSA Medium blog post “Common Moving Fraud Schemes” (July 2024) provides a quick overview of scams and mentions OPYM’s results. Such articles can be shared by industry pros to educate clients (demonstrating your company is aware of scams and is not one of them). FMCSA also sometimes releases press releases or bulletins (like the 2019 “Moving Company Checklist” press release) that contain tips. These are publicly accessible and often written in layman’s terms – movers can even use them in their own employee training, and consumers can read them to glean advice. The 2019 press release, for example, listed the top complaint cities and emphasized that “price isn’t the only factor” when choosing a mover, reinforcing the message to do thorough research.

  • Hotline and Contact for Help: As noted, FMCSA’s Consumer Protection hotline 1-888-368-7238 is available. While its primary purpose is for consumers to report issues, industry members can also call FMCSA offices for guidance. Each FMCSA Division Office (state-level office) has a Household Goods contact. If you’re a moving company with questions or facing a tricky situation (say a customer refuses to pay and you’re unsure of your legal options), reaching out to these officials can prevent a misstep that leads to a complaint. FMCSA would much rather a mover ask for help than violate a rule out of ignorance.

  • Industry Associations and Training: The government also indirectly supports industry compliance through partnerships with organizations. The American Moving & Storage Association (now under ATA), the NorthAmerican Transportation Association (which published guidance like the article we cited on DOT compliance), and state moving associations often collaborate with FMCSA to spread correct information. For example, the American Trucking Associations Moving & Storage Conference provides webinars on how to comply with FMCSA’s consumer regs, often featuring FMCSA speakers. These resources, while not government-run, are important and are highlighted on ProtectYourMove (which links to “State Movers Associations”). They serve as a bridge between regulators and the industry for educational purposes.

In summary, FMCSA provides a robust toolkit for both consumers and movers to navigate the moving process safely and legally. Consumers have at their fingertips the means to research movers, learn their rights, and report bad actors. Movers and brokers, on the other hand, have no excuse for not knowing the rules – the regulations are published and summarized on FMCSA’s site, and help is available to understand them. By utilizing these resources, consumers can “protect their move” and honest companies can elevate their compliance. The ultimate goal of all these tools and OPYM itself is the same: to ensure that moving to a new home doesn’t become a nightmare for the public, and that the moving industry operates with integrity, fairness, and safety. With enforcement pressure on one side and education on the other, the hope is to fundamentally improve the moving experience for Americans and drive the crooks out of the market for good.

Sources:

David Wagner
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