Why does everyone swear by binders but I got burned by one in Phoenix?

I shipped a 2018 Civic from Phoenix to Dallas last October and every quote site pushed binders, so I went with one for $850. The driver showed up two days late, then the car arrived with a cracked fog light housing that wasn't in the photos. The broker kept saying it was pre-existing and basically told me to file a claim with their insurance, which went nowhere after 6 weeks. I've done open transport twice since without a broker and both times were cheaper and on schedule. Has anyone else had a worse experience with a binder service than just dealing with a carrier directly?

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