What do I do if movers damage my furniture in Virginia?

Write the damage on the delivery paperwork before you sign, photograph it, keep the item and its packing, and send the mover a written claim. In Virginia, a household goods carrier has firm deadlines to answer that claim, and you have complaint and court options if it does not. The first hour after the truck is unloaded matters most, so start there.

On moving day: note it before you sign

Look at furniture as it comes off the truck, and open boxes marked fragile while the crew is still there if you can. Write every visible problem on the delivery receipt or bill of lading, item by item: "dresser, top scratched, left rear leg broken." Vague notes like "some damage" are hard to use later.

The notes matter because of what you are signing. Under Virginia law, the only release a delivery acknowledgement may contain is a statement that the property was received in apparent good condition except as noted on the shipping documents.^[3] Whatever you list is the "except as noted."

Then photograph each damaged item, the box or blanket it came in, and the house itself if a wall, floor, banister or door frame was hit. Keep the broken pieces and the packing material, and do not repair anything until the company has seen it or agreed in writing.

Send a written claim

Call or email the mover the same day to say you will be claiming, then send the claim in writing. Include:

• Your name, the move date and any job or order number.
• Each damaged or missing item, what is wrong with it, its age and what you paid.
• The amount you are asking for, with repair estimates or replacement prices.
• Photos, and copies of the estimate, contract and delivery receipt.

Keep a copy and proof of when the company received it.

The deadlines Virginia sets

Virginia's claims rule reaches most local movers. Household goods carriers moving goods less than thirty-one road miles are exempt from the household goods article of the Code, except its section on claims,^[2] and DMV lists the same claim duties for companies carrying household goods under a property carrier permit.^[4]

Under that section, a household goods carrier that receives a written claim for loss or damage must record the date it received the claim,^[1] acknowledge it in writing within thirty calendar days,^[1] and pay, decline or make a firm compromise settlement offer in writing within 120 days.^[1] If it cannot settle the claim in 120 days, it must write to you then and every thirty days after with the claim's status and the reason for the delay.^[1]

The Code also protects your time to act. A carrier may not give you less than thirty calendar days to file a loss and damage claim,^[1] or less than two years to sue, counted from the day it notifies you in writing that it has disallowed all or part of the claim.^[1] Your contract may set its own filing deadline, so read it and send your claim well inside it.

One caution: not every mover falls under these rules. DMV does not require operating authority for vehicles that deliver property within the boundaries of the same Virginia city or town where it was picked up,^[5] or for carriers that use only passenger cars and vehicles with a gross vehicle weight rating of 10,000 pounds or less.^[5] With a small or exempt operator, your contract and the company's insurance matter even more. See whether movers need a license in Virginia.

How much the mover will pay

The amount depends on the coverage in your estimate or contract. Many movers pay a limited amount per item or per pound unless you bought fuller coverage, so compare the offer with what your paperwork says. DMV also sets insurance minimums for movers: for a vehicle of 10,001 pounds or more it requires a commercial liability policy of at least $750,000, plus at least $50,000 in cargo insurance when carrying household goods.^[4] Your own homeowners or renters policy may also cover some losses; ask your insurer.

Damage to the house

A gouged wall, scraped floor or cracked banister is property damage, not cargo, so report it to the company in writing with photos and ask for its insurer's details. In a home built before 1978, be careful with chipped paint on trim. EPA warns that old lead-based paint on surfaces subject to constant friction like doors can become a hazard through chips and dust.^[9] Clean chips up with a wet cloth or sponge, and avoid sanding.^[9] For repairs, see how much drywall repair costs in Virginia.

If the company will not resolve it

Start with a firm written follow-up quoting the deadlines above. If that fails:

• DMV. DMV has a consumer complaint form for complaints against passenger and property carriers.^[6]
• Attorney General. The Virginia Attorney General's Consumer Protection Section takes complaints against businesses operating in Virginia,^[7] and offers voluntary alternative dispute resolution for complaints that do not appear to involve a violation of consumer protection law.^[7] Its hotline is 1-800-552-9963 from within Virginia,^[7] and it asks for photocopies, not originals, of your documents.^[7]
• Court. Virginia's small claims court hears civil claims of up to $5,000, not counting interest.^[8]

Stop and call a pro if

• An antique, a piano or a valuable piece is damaged. Get a written estimate from a furniture restorer or appraiser to support the claim before anyone repairs it.
• A banister, railing or stair tread was loosened. Keep people off it and have a carpenter look at it.
• The claim is large or the company denies it outright. A lawyer can advise you on your options.

Next time

Most damage is preventable with good padding and a careful crew; see how to protect floors and walls on moving day. Browse more junk removal and moving answers, or describe your next move and get quotes from local businesses.