Car Damaged During Transport? Here's Exactly What to Do

You waited weeks for your car to arrive. The truck pulls up, the driver unloads it — and something is wrong. A scratch, a dent, a cracked bumper, or worse. What you do in the next 30 minutes determines whether you get paid for it or not.

Step 1: Do not sign anything yet

The most important thing to understand is that your Bill of Lading (BOL) is a legal contract. It documents the condition of your vehicle at pickup and delivery. If you sign a clean BOL, you are legally acknowledging the car arrived in the same condition it left — and your claim is almost certainly gone.

Before you sign, inspect the entire vehicle under good light. Check every panel, the roof, the glass, the mirrors, the undercarriage if you can safely access it.

Step 2: Document everything with photos and video

Take photos of every piece of damage — close-up and wide-angle, with timestamps enabled on your phone camera. Video is better. Capture the BOL document itself, the truck, the driver's company name on the door, and the license plate of the truck.

Do this before the driver leaves. Once the truck is gone, your evidence chain gets weaker.

Step 3: Note the damage on the BOL before signing

Write every piece of damage directly on the BOL in the delivery section before you sign it. Be specific: "2-inch scratch on driver-side rear door, approximately 12 inches long" is far better than "scratched." Then sign it with that notation. Request a copy — you are entitled to one.

If the driver refuses to let you note damage, do not sign. Take photos of the unsigned BOL and document the refusal.

Step 4: Understand who is responsible — broker vs. carrier

This is where most people get confused. The broker arranged the shipment but did not transport your car. The carrier — the trucking company with the physical truck — transported it and carries the cargo insurance.

Your claim goes against the carrier's cargo insurance, not the broker. The broker should still help you escalate, but the carrier is the legally liable party for physical damage.

Under federal law (the Carmack Amendment), carriers that transport vehicles across state lines are liable for loss or damage. This is a real federal protection.

Step 5: File the claim in writing immediately

Contact the carrier in writing — email or certified mail — within 9 days of delivery for most carriers (some contracts are shorter; check yours). The Carmack Amendment allows up to 9 months for filing a written claim, but the sooner the better. Include:

• Photos and video of the damage
• A copy of the notated BOL
• A repair estimate from a body shop
• Your full name, address, and the BOL number

The carrier has 30 days to acknowledge your claim and 120 days to resolve it or decline it under federal regulations.

Step 6: If the carrier denies your claim or goes silent

If the carrier refuses to pay, disputes the damage, or simply stops responding, you have several options:

• File with FMCSA: The Federal Motor Carrier Safety Administration regulates carriers. File a complaint at fmcsa.dot.gov. This creates a formal record and may trigger an investigation.
• File in small claims court: For claims under $5,000–$10,000 (limits vary by state), small claims court is a real option. You don't need a lawyer. Bring your BOL, photos, repair estimate, and written claim correspondence.
• Consult an attorney: For significant damage, a transportation law attorney can pursue the Carmack Amendment claim on your behalf. Many work on contingency for vehicle damage cases.

What about the broker?

Contact your broker about the damage even though they are not the primary liable party. A reputable broker will advocate for you with the carrier and help facilitate the claim. If the broker is unresponsive or dismissive, that tells you something important about them — and you should leave a review here so others know.

You can look up the carrier's FMCSA record at FMCSA's Safety Measurement System and the broker's record at FMCSA's Licensing & Insurance system. A broker with a pattern of unresolved complaints will show up there.

The single biggest mistake people make

Signing a clean BOL because they felt pressured to, or because they wanted to be polite, or because the driver was in a hurry. Those 30 seconds of discomfort cost people thousands of dollars every day. You have the right to inspect your vehicle and note every piece of damage before you sign anything.