When it comes to shipping a car, many customers assume that going with a large, well-known broker means better service. Companies like Montway and Road Runner often dominate search results and advertising, making them seem like reliable choices. But, as countless customers discover, bigger isn’t always better. Here’s why you may want to think twice before booking with a large-scale broker and what you can expect when working with a more personal, hands-on service like Simple Car Shipping.
1. Lack of Personalized Customer Care
Large auto transport brokers handle thousands of shipments every month. With that volume, customer service becomes a numbers game: the more cars moved, the better their bottom line. This high-volume approach makes it nearly impossible to prioritize individual attention. Customers are often just another transaction, and if there’s an issue, resolving it can take days—if it gets addressed at all.
In contrast, a smaller company like Simple Car Shipping can provide direct communication and personalized care. When you call, you’re not routed to an anonymous representative; you’re speaking with me, someone who genuinely cares about your vehicle and its journey.
2. Communication Challenges
Bigger brokers rely on call centers, where customers are often connected to multiple agents, making it difficult to get consistent information or even reach the same person twice. If you have a question or issue, you may end up repeating your situation each time you call.
For a smoother experience, smaller brokers prioritize direct communication, often meaning you only deal with one person from start to finish. At Simple Car Shipping, I’m here for your questions, concerns, and updates every step of the way, making it easier to feel confident in the process.
3. Lower Accountability and Responsibility
Large brokers work with a vast network of carriers, aiming to book the quickest and most affordable option to maximize profits. Unfortunately, this approach often leads to assigning your shipment to the lowest-bidding carrier, not necessarily the most reliable one. If the assigned carrier has poor reviews or fails to meet your expectations, big brokers may not step in quickly to address the problem.
Working with a smaller operation like Simple Car Shipping means I take the time to vet carriers thoroughly, choosing only reliable partners I trust. I’m fully accountable for each carrier selection and am personally invested in ensuring your car’s safe and timely delivery.
4. Quality vs. Quantity Approach to Service
Big brokers are profit-driven machines, and their focus is to move as many cars as possible with minimal resources. For them, your vehicle is part of a larger equation, and keeping costs down is more important than ensuring a positive experience. Consequently, they might cut corners on vetting carriers, dispatching drivers, or providing updates.
Smaller brokers like me, however, understand that every customer interaction and successful delivery contributes to our reputation. My approach is quality over quantity, ensuring every vehicle I transport is handled with care and that customers receive reliable, respectful service.
5. Hidden Fees and Complicated Pricing Structures
Another frustration with larger brokers is their confusing pricing models and hidden fees. Big brokers may initially quote a low price to win your business, only to surprise you with added costs when the bill arrives. And in some cases, they’ll underquote to win your business, then try to charge extra later to cover actual transport costs—a frustrating experience for customers.
I pride myself on transparent pricing. When I quote you a price at Simple Car Shipping, that’s the price you pay. There’s no bait-and-switch, and I won’t surprise you with last-minute charges. My focus is on ensuring you’re well-informed from the start and don’t encounter unexpected expenses.
6. Fewer Resources for Handling Special Requests or Issues
Bigger brokers often lack flexibility for special requirements. If you need a specific delivery time, extra communication, or unique handling instructions, larger companies may struggle to meet these needs due to rigid policies and workflows.
At Simple Car Shipping, I can tailor my services to your unique needs. Whether you’re transporting a classic car or just need extra reassurance, I’m here to accommodate your requests and adjust to your timeline, making the entire process less stressful.
7. Limited Oversight of Carrier Practices
Some larger brokers employ tactics that let them overlook specific carrier practices, sometimes assigning loads to carriers with less-than-ideal reviews or even insufficient insurance coverage. This oversight happens because big brokers may prioritize keeping loads moving, even if that means working with less reputable carriers to cut costs.
I work directly with a network of carefully vetted carriers, prioritizing those who have reliable insurance coverage and meet high standards for care. This means peace of mind for you, knowing that your car is with a carrier who will treat it responsibly.
Why Choose a Smaller, Dedicated Broker Like Simple Car Shipping?
When you work with Simple Car Shipping, you’re not just another number. You’re my customer, and I’m dedicated to providing the best service possible, from the first phone call to the moment your vehicle is safely delivered. You’ll get direct access to a real person who is accountable, knowledgeable, and ready to go the extra mile to make sure everything goes smoothly.
In a sea of high-volume brokers, it’s easy to feel lost, unheard, and even mistreated. By choosing a dedicated, smaller-scale broker like Simple Car Shipping, you’re investing in personalized service and peace of mind. I’m here to make auto transport simple, stress-free, and transparent, ensuring that your experience is everything you deserve.
Better Business Bureau (BBB) – Offers detailed consumer complaints and ratings on companies like Montway and Road Runner. The BBB often highlights common issues customers face with larger brokers, like hidden fees or lack of communication.
Transport Reviews – This site has customer reviews and ratings of transport brokers. By looking at feedback for large brokers, you can get insights into recurring issues like communication delays, hidden fees, and impersonal service.
Federal Motor Carrier Safety Administration (FMCSA) – The FMCSA offers a wealth of information on auto transport regulations, licensing, and the importance of proper vetting. The site provides insight into how companies are regulated and why vetting carriers is essential, a process often neglected by high-volume brokers.
Montway Auto Transport Reviews – Montway’s profile on the BBB can give insight into real customer experiences, focusing on common complaints and the limitations of large brokers. Read about their 240 complaints on the BBB site.
Road Runner Auto Transport Reviews – Road Runner’s BBB profile is a 1.25 out of 5 star rating.
U.S. Department of Transportation (DOT) – Provides resources on compliance and regulatory requirements that brokers and carriers need to meet, as well as information on customer rights. This can shed light on why smaller brokers may prioritize compliance and carrier quality over volume.
Simple Car Shipping BBB reviews are all good. As well as our upstanding reputation on Google Business Reviews.
Author: Drew Levine Owner of Simple Car Shipping LLC