Carrier Vs Broker: Are They Really That Different?

For years, major van lines and large moving companies have dominated the carrier vs. broker conversation by placing most of the blame for negative customer experiences on long distance moving brokers. The media points fingers at brokers for issues such as unexpected price increases, delivery delays, and poor communication.

But did you know: many carriers operate as brokers and may operate your long distance move?

If you take a closer look at reviews and complaints from customers who have used both carriers and brokers, you’ll notice both models get similar complaints for the same core issues:

Damaged Furniture.
Long wait times for delivery.
Unprofessional crews.
Price increases.

American National Movers operates as both a carrier and a broker, and the reality is that most long distance moving companies do the same. The idea of simply “avoiding brokers” is often misleading, because nearly every long distance moving brand subcontracts or brokers shipments to some degree as part of standard industry practices.

The Difference Between A Broker And A Carrier

A carrier and a broker are both considered long distance moving companies, but they have a different business model:

A photo explaining what a moving broker does to arrange for the transportation of a long distance move.

What Is A Moving Broker?

A broker arranges for the transportation of household goods primarily for interstate relocations. Brokers do not own trucks — they arrange transportation by connecting consumers with affordable long distance movers and are responsible for ensuring that the movers are reputable.

What Is A Moving Carrier?

A carrier is a moving company that owns one or more trucks and is licensed and authorized to transport household goods across state lines under its own DOT authority.

Important Note:

Even if you hire a carrier, there is a strong chance your shipment may be subcontracted at some point, because many long distance moving companies do not offer straight delivery for every move. This means your carrier can and may broker your move to what they often refer to as an ‘agent’ or a "sister company.”

Read More About This Here: Subcontracting Issues With Long Distance Movers.

Why the Carrier vs Broker Label Matters Less Than Reputation

When customers are comparing a carrier to a broker, they’re usually trying to avoid a bad experience—not a specific business model. The industry has turned the carrier vs. broker debate into a distraction when the real issues are:

Price increases

Unexpected price increases are one of the most common complaints across the industry. This frustrates customers, and people have alleged they were scammed or taken advantage of.

Long Delivery Windows

Most long distance moving companies and major van lines combine shipments to keep costs down for both the business and the customer. However, this may result in longer wait times, as some people reported waiting up to a month to get their things.

Unprofessional movers

Both carriers and brokers have received complaints about some movers being unreliable, hard to communicate with, and, in some cases, disrespectful. This isn’t a matter of carrier or broker debate; the fact is that in some states, there is a labor shortage, which ultimately leads to subcontracting or hiring day laborers.

Bad Communication

Customers have reported issues contacting their carrier or broker after booking their move or after the items are in the carrier's possession. This can be due to hiring a smaller moving company or a brand that lacks in customer service.

Analysis:

Online reviews and complaint data show that carriers are not immune to problems. Regardless of whether you hire a carrier or a long distance moving broker, many of the same issues appear across the industry.

There is a lack of transparency around how estimates are calculated, the potential for price increases, and how their delivery window works. These communication gaps are what usually lead to frustration, not whether the company is labeled a carrier or a broker.

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What Matters More Than Carrier vs Broker When Hiring Movers

When people compare carriers and brokers, they’re usually trying to avoid a bad moving experience. But when you go online, popular blogs and forums say don’t hire a broker, work with a carrier — preferably a major van line. However, carriers are authorized to broker your long distance move, and many do.

As mentioned earlier, carriers frequently subcontract or transfer shipments to what they call agents, which are other licensed carriers operating under the same network. In practice, this means that focusing solely on whether a company is labeled a carrier or a broker doesn’t actually protect you from the most common problems customers face:

Vague or rushed estimates.

Estimators may rush through the quote process to close a sale. In many cases, estimators are paid commissions, which can incentivize speed over accuracy. This is one of the most common reasons customers experience price changes later.

Incomplete or inaccurate inventories.

Both the moving company and the customer share responsibility for inventory accuracy. Many billing disputes occur because items were left out or underestimated in the initial quote, resulting in cost increases on moving day.

Unclear delivery windows.

Most customers assume that their items will be transported directly from their previous address, but this is not the case. If your load is being shared, there may be a wait time of a few days to a few weeks. The moving industry overall struggles to explain this clearly to its customers.

Insurance and liability were not explained.

Default coverage is limited to $0.60 per pound per item, which surprises many customers after damage occurs. Full value protection requires an additional deductible based on the declared value of the shipment. This is another thing both carriers and brokers fail to explain clearly.

Poor communication once the move is booked.

Customers have reported having communication issues with a carrier or broker once they paid the deposit and booked the move. Disreputable carriers and brokers typically stop being responsive once you sign the contract and pay the deposit.

Analysis:

These problems are not exclusive to brokers, and they’re not solved simply by hiring a carrier. Even well-known carriers and major van lines rely on agents, subcontracted drivers, and shared loads. The outcome of the move depends far more on execution, transparency, and communication rather than on how the mover operates.

Should You Hire a Moving Carrier or a Moving Broker?

Choosing a licensed carrier is more expensive but may be a safer option than hiring a broker. However, moving companies that subcontract or broker a load offer benefits such as greater flexibility and lower long-distance rates, but service quality varies from state to state.

Pros and Cons Of Hiring A Carrier:

Here are the pros of going with a carrier for a long distance move:

You typically have one primary point of contact from booking through pickup and delivery.
The company usually owns trucks and employs crews, which can feel more straightforward to some customers.
Accountability can be clearer when the same company is responsible for transportation under its own DOT authority.
Some carriers offer more predictable operations on established routes or regional long-distance moves.
Customers who prefer fewer layers of coordination may feel more comfortable working directly with a carrier.

Important Note:

For long distance moves, many carriers subcontract to other movers. Hiring a carrier for state to state relocations does not guarantee a direct non-brokered move.

Cons of Hiring a Carrier:

Here are the cons of hiring a carrier:

For long distance moves, reputable carriers can be expensive, with an average cost of $11,000 for moves exceeding 800 miles.
Hiring a carrier does not guarantee your move will not be subcontracted or hired by day laborers.
If carriers rely on agents, communication can break down because you will still be dealing with a third-party moving company.
Just as some brokers do, carriers have negative reviews and allegations of hidden fees on move day.

Pros and Cons Of Hiring A Broker:

Here are the pros of hiring a broker for your long distance move

Brokers have a network of carriers offering flexibility and several long distance moving options for their customers.
In many cases, brokers have more affordable long distance movers and faster delivery services.
A good broker does all the work for you; vets the carriers, arranges for transportation and handles any issues for you.
Brokers may be more accommodating for smaller shipments that carriers are less eager to handle directly.

Cons of Hiring a Broker:

Here are the cons of hiring a broker for a long-distance move:

Brokers do not own trucks or employ movers, so they rely entirely on third-party carriers.
If the broker does not properly vet the carrier, service quality can vary from state to state.
Some brokers prioritize closing the sale over long-term service quality, leading to rushed estimates.
Customers may feel uncomfortable not knowing exactly who will show up on moving day if details aren’t disclosed upfront.

The Bottom Line on Carrier vs Broker

The long distance moving industry as a whole relies on subcontracting, shared loads, and partnering agents to operate efficiently. Customers aren’t happy about it, but carriers reserve the right to subcontract your move, and it’s legal. This is why a successful relocation experience isn’t so much about avoiding brokers, it’s about choosing a reputable long distance moving company.

If you want a clearer explanation of how long-distance moves actually work before committing to a company, see our guide: What Movers Don’t Tell You Before You Sign.