The right questions, asked before you sign anything, will tell you more about a moving company than their website ever will. Here are the questions that matter — and what good and bad answers look like.
"Are you the carrier or a broker?"
Good answer: "We're a direct carrier. We own our trucks and employ our crew."
Bad answer: Hesitation, vague language about "our network of carriers," or any variation of "we use partner carriers."
Why it matters: Brokers add a layer between you and the people handling your belongings. Read more about the difference.
"What's your USDOT number?"
Good answer: Immediate, specific number.
Bad answer: "I'll have to look that up," "We don't need one for your area," or any deflection.
Why it matters: Every licensed interstate carrier has one and should know it.
"Is this a binding estimate?"
Good answer: "Yes. The price in your estimate is the price at delivery."
Bad answer: "It's a binding-not-to-exceed" (ask what the ceiling is) or "It's our best estimate based on your description."
Why it matters: Non-binding estimates are not prices.
"What surcharges apply to my move date?"
Good answer: Specific percentages for summer, weekend, and holiday surcharges disclosed upfront.
Bad answer: "We don't have surcharges" (almost certainly false) or vague language about "market conditions."
"What cargo protection is included?"
Good answer: Specific — either released value ($0.60/lb) or full value protection with a stated rate and deductible.
Bad answer: "We're fully insured" (their insurance covers their liability, not necessarily your belongings' replacement value).
"What's your delivery window for my move date?"
Good answer: A specific date range — e.g., "3–7 business days after pickup."
Bad answer: "We'll get it there as soon as we can" or only a FADD with no committed delivery range.
"What's your process if something is damaged?"
Good answer: Clear description of the claims process — written claim within X days, resolution within 120 days, arbitration available.
Bad answer: Vague reassurance without specifics.