Most freight carrier complaints start the same way: "I didn't know to ask." By the time something goes wrong, the truck is loaded, the deposit is paid, and your options are limited. The right five questions, asked before you book, will tell you almost everything you need to know.
1. Do You Own Your Trucks?
If the answer is no, you're talking to a broker, not a carrier. Brokers can be perfectly reasonable for some shipments, but for anything high-value or specialty, you want the company that controls the equipment, hires the drivers, and answers directly for the work.
2. What Insurance Covers My Items, and What Are the Limits?
Federal cargo limits are remarkably low — around 60 cents per pound for most household goods. Anything valuable needs declared-value coverage or full-value protection, and you need it in writing. A carrier who hand-waves this question is a carrier you should keep walking past.
3. Who Is Actually Handling My Items?
Ask whether the crew is W-2 employees or day labor. Trained, longtime crews who work together regularly are dramatically better at this than freshly hired help. The answer is usually obvious once you ask.
4. How Do You Document Condition at Pickup and Delivery?
The right answer involves photos, written inventory, and a signed condition report on both ends. The wrong answer is anything vague. Without documentation, any damage claim becomes your word against theirs.
5. What's Your Plan If Something Goes Wrong?
Things go wrong occasionally even with the best crews — a truck breakdown, a weather delay, a piece that needs repair. A confident carrier has a clear, rehearsed answer to this question. A nervous answer tells you they haven't thought about it, which is the wrong time to find out.