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RESOLVING DISPUTES BETWEEN SHIPPERS AND HAULERS

Shippers and Haulers are aware that accidents, misunderstandings or damages can occur in the process of a moving personal property. If a problem arises with a Hauler that you as a Shipper have found through FindAHauler.com, we have found that most issues can be resolved by making every attempt to resolve the problem directly with the Hauler.

In rare circumstances you may not be satisfied with the service rendered by the Hauler or the resolution of your problem. Following the following steps will greatly enhance the chances of a successful resolution for you and the Hauler:

AN OUNCE OF PREVENTION...

Please use the following information in advance of your Hauler selection to verify the good standing of that Hauler:

GET REFERENCES: Contact people who have used this Hauler. Ask them what they liked and disliked about the Hauler. Remember: nobody is perfect, but any dislikes should be minor in nature in your opinion.
RESEARCH HAULERS IN ADVANCE: Find out their DOT Number, Get confirmation that they have proper insurance. Ask for photos of their hauling vehicles.

DOT Moving guide:
http://www.fmcsa.dot.gov/espa%F1ol/english/pdfs/2000hhg.htm

The Better Business Bureau
BBB Home Page: http://www.bbb.org

The US Department of Transportation (includes links to State Departments of Transportation)
US DOT - http://www.dot.gov

Links to State DOT websites - http://www.fhwa.dot.gov/webstate.htm

U.S. Department of Transportation
400 7th Street, S.W.
Washington D.C. 20590
General Information: 202-366-4000

SOLVING DISPUTES

Define the problem clearly and factually in a document. This will help organize your thoughts and your position in the issue. It will facilitate your communication with all parties involved.
Accumulate and maintain complete records of your move including; contracts, receipts, canceled checks, notes, etc., and DOT (ICC if applicable) identification numbers of the Haulers with which you work.
Inform the Hauler of the complaint steps you are about to take. Give the Hauler as much opportunity as possible to work with you to resolve your problem.
If all attempts to resolve the problem are unsuccessful, contact one or more of the organizations listed below.

DOT COMPLAINTS

All Haulers are required by the DOT (http://www.dot.gov) to provide a written description of their customer complaint and inquiry handling procedures and a valid telephone number which the shipper may use to communicate with the Hauler with a clear and concise statement covering who shall pay for such calls. The telephone number should be with the informational material provided to you by the Hauler, as well as on the order for service and the bill of lading.

Although the U. S. DOT attempts to assist complainants, it does not have the statutory jurisdiction to adjudicate complaints to a final resolution. As a result, a shipper may be in a better position to protect his/her interests by pursuing private legal action.

Under Section 14704, Title 49, U.S. Code, a person is authorized to pursue private legal action to enforce an order of the Secretary or the Surface Transportation Board (of the U. S. DOT), and to recover damages caused by a Hauler or broker operating in violation of federal law. It also makes a Hauler liable to a person for rates charged in excess of those contained in a tariff, and it establishes procedures for pursuing these remedies.

Under Section 14707, Title 49, U.S. Code, a person injured by an unregistered and/or uninsured carrier or broker is authorized to file a civil action to enforce the registration and insurance provisions. That statute also provides for the recovery of attorney’s fees and court costs.

FILING FORMAL COMPLAINTS
If you believe that a hauler has acted in an unethical or criminal manner the following resources may be useful as a last resort.

Online complaint form for FMCSA (Federal Motor Carrier Safety Administration)
http://www.1-888-dot-saft.com/HotlineIntro.htm

FBI Local Office Directory: http://www.fbi.gov/contact/fo/fo.htm

FBI Internet Fraud Complaint Center: http://www.ifccfbi.gov/index.asp - may not be as useful to shippers as filing with their local office -

FBI Fraud Tips: http://www.ifccfbi.gov/strategy/fraudtips.asp

State Complaint offices for filing complaints against household Haulers: http://www.fmcsa.dot.gov/factsfigs/licensing/OVERVIEW.htm#sregs

If you feel you've been victimized that in any way involves the U.S. Mail, contact the U.S. Postal Inspection Service in one of the following ways:

Mail correspondence to this address:
INSPECTION SERVICE OPERATIONS SUPPORT GROUP
ATTN: MAIL FRAUD
STE 1250
222 S RIVERSIDE PLAZA
CHICAGO IL 60606-6100
Locate your local Postal Inspector's office.
Complete the USPS on-line feedback form.
Submit a Mail Fraud Report or contact the Mail Fraud hotline (1-800-372-8347) if you have a complaint involving fraud and the U.S. Mail.

LOCAL POLICE & PROSECUTORS:
If you believe that a hauler has done something illegal, contact the local police department in your town or county, as well as the local police department and prosecutors in the hauler's home town. Local police departments generally will not tolerate illegal or fraudulent activity within their jurisdictions.

LOCAL CIVIL COURTS
Local courts are generally used in contract disputes. You must generally file suit in the jurisdiction that a transaction actually took place. This is generally the local jurisdiction of the shipper, however it may be specified differently in your contractual relationship with a hauler.

FindAHauler.com maintains a neutral position in all disputes.

FindAHauler.com is a public message board and an advertising forum, and as such has no contractual relationship with shipper or haulers. If FindAHauler.com receives multiple complaints regarding a singular Hauler, or if, in FindAHauler.com's opinion, a singular shipper's documented complaint is egregious, and it is clear that the Hauler must resolve the problem, FindAHauler.com reserves the right to cancel the Hauler's membership and exclude the Hauler from using the FindAHauler.com website. FindAHauler.com may exercise this option based upon our the FindAHauler.com Terms of Service agreed upon by all customers as a condition of using the FindAHauler.com website. However, in no way does FindAHauler.com make any representations or guarantees regarding the services or merchantability of the services rendered by the Haulers listed on our website.

FindAHauler.com is committed to providing quality services. FindAHauler works diligently to maintain our website as an honest, fair, and reputable service. It is to this purpose that FindAHauler.com provides our customer Feedback Form. Please feel free to contact us