The CSMA 13-Point Full Transparency Verification Process

1. Company Identity & Ownership Verification

CSMA verifies the moving company’s legal business name, DBA or trade names, ownership information, business address, telephone numbers, website, and available corporate registration records.

We also look for unexplained changes in company names, ownership, addresses, or affiliated businesses that could be important for consumers to know.

2. USDOT Registration Verification

For companies conducting interstate moves, CSMA verifies the company’s U.S. Department of Transportation (USDOT) number and compares the information provided by the company with available FMCSA registration records.

The company name, address, operating status, and other identifying information must be consistent with the company representing itself to consumers.

3. Operating Authority Verification

CSMA reviews whether an interstate household-goods company has the appropriate federal operating authority for the services it represents itself as providing.

A company advertising itself as an interstate household-goods carrier must have the appropriate authority to operate as such.

4. Carrier vs. Broker Transparency Check

Consumers deserve to know who is actually moving their belongings.

CSMA determines whether a company is operating as a:

• Household-goods motor carrier
• Moving broker
• Freight forwarder
• Or another type of transportation business

A broker must not represent itself to consumers as though it is the actual moving carrier when it is not.

Any company receiving the CSMA Full Transparency Badge must clearly disclose the role it performs in the moving transaction.

5. Insurance & Financial Responsibility Verification

CSMA reviews applicable federal insurance and financial-responsibility information.

For motor carriers, this may include required public-liability and cargo insurance filings.

For brokers, CSMA reviews applicable broker financial-security requirements and available registration information.

A company with required coverage that is cancelled, inactive, or otherwise materially deficient may not qualify until the issue is resolved.

6. Physical Business & Contact Information Verification

CSMA reviews whether the company provides legitimate and consistent business contact information.

We examine available information concerning the company’s:

• Physical business location
• Mailing address
• Telephone numbers
• Email information
• Website
• Corporate records
• Public business listings

Material discrepancies or an inability to determine who is actually operating the company may require additional investigation.

7. Business History & Longevity Review

CSMA reviews the company’s operating history.

As part of our Full Transparency standards, we generally look for moving companies with an established business history of at least five years, along with evidence that the company has operated consistently under responsible management.

We also examine prior company names, affiliated moving businesses, previous USDOT numbers, ownership changes, and other available information when relevant.

8. Federal Safety & Compliance Record Review

CSMA examines available federal safety and compliance information associated with the company.

The purpose of this review is to identify significant compliance concerns, out-of-service issues, enforcement matters, or other information that consumers should reasonably be aware of before selecting a mover.

9. Consumer Complaint History Investigation

One complaint does not necessarily define a moving company.

Instead, CSMA looks for patterns.

We review available consumer complaint information to determine whether there appears to be a repeated pattern involving matters such as:

• Significant price increases
• Misleading estimates
• Failure to deliver as represented
• Excessive delivery delays
• Property being withheld
• Unresolved loss or damage claims
• Poor communication
• Unauthorized charges
• Bait-and-switch allegations
• Other recurring consumer concerns

Companies demonstrating a persistent pattern of serious complaints may not qualify for the Full Transparency Badge.

10. Pricing & Estimate Integrity Review

One of CSMA’s most important screening areas is how a company handles pricing.

We look for indications that the company provides consumers with understandable estimates and does not demonstrate a continuing pattern of quoting artificially low prices simply to obtain a customer’s business and then substantially increasing the price later without a legitimate basis.

CSMA specifically screens for repeated allegations involving bait-and-switch pricing or unexplained price increases after the customer has already committed to the move.

11. Hostage-Goods & Serious Consumer-Abuse Screening

CSMA investigates available information for allegations or findings involving serious moving abuses, including situations in which customers report that household goods were withheld in an attempt to force payment of disputed or unexpected additional charges.

We also review available information concerning deceptive practices, fraudulent representations, abandonment of shipments, or other serious conduct that could present a substantial concern to consumers.

Serious substantiated findings may result in immediate disqualification from CSMA recognition.

12. Customer Reputation & Review Pattern Analysis

CSMA reviews consumer feedback across multiple available sources rather than relying on a single review website.

We evaluate the company’s overall rating, number of reviews, consistency of reviews over time, recurring complaints, company responses, and other indicators.

As a general CSMA Full Transparency standard, qualifying companies should maintain an overall consumer reputation consistent with approximately a 4-star rating or better, while also demonstrating that serious negative complaints are appropriately addressed.

A high star rating alone does not guarantee approval.

13. Full Transparency, Disclosure & Continuing Verification

The final requirement is transparency itself.

Companies seeking the CSMA Full Transparency Badge must cooperate with the screening process and accurately disclose material information requested by CSMA, including relevant ownership, company names, affiliated businesses, operating authority, business practices, and the role the company performs in a consumer’s move.

Providing false, misleading, incomplete, or intentionally concealed material information may result in denial or removal of the CSMA Full Transparency Badge.