Business Profile

Logistics

Roadrunner Freight

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Roadrunner Freight's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

27 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
INCIDENT SUMMARY:Shipment arrived with damaged wooden crate exterior. Driver failed to inform me of option to note damage on delivery receipt, rushed me to sign, then RoadRunner denied claim based on unsigned damage notation.FACTUAL SEQUENCE:1. Delivery arrived with visibly damaged wooden crate 2. Both driver and I observed damage - I took video evidence 3. Driver never mentioned the option to note packaging damage and continuously urged me to sign quickly, providing no time to read the receipt terms 4. Considering the hot weather conditions and that the inspection process was time-consuming, and having already captured video evidence, I signed in good faith as a gesture of trust toward RoadRunner and provided a tip. I had no expectation that this was a procedural trap designed to void legitimate claims.5. RoadRunner denied claim solely because damage wasn't noted on signed receipt LEGAL ARGUMENT:RoadRunner's failure to inform me of critical damage notation requirements while damage was clearly visible constitutes material non-disclosure. As the contracting party, they have a duty to ensure customers understand claim-affecting provisions. I acted reasonably and considerately, accommodating their driver's time constraints while trusting that my video documentation would preserve my claim rights.REQUESTED RESOLUTION:Compensation for the item damaged due to the shipment (Price negotiable if a valid repair quote is provided). RoadRunner cannot benefit from concealing information and misleading consumers to evade their responsibilities. My good faith cooperation should not be penalized due to RoadRunner's intentional failure to properly inform me of procedural requirements when damage was clearly visible to their representative.EVIDENCE:Video documentation of damaged crate upon delivery. Cannot attach the video format, so a screenshot was attached.
Business Response
Date: 07/07/2025
Reviewing with our claims department for further assistance.
Customer Answer
Date: 07/08/2025

Complaint: 23492048

I would appreciate a solution rather than just a routine 'we're investigating.
Sincerely,

***** ***
Business Response
Date: 07/16/2025
We apologize for your experience Please fill out a claim request at our website *********************************** under Requests and submit a claim. Please include the video documentation. Our claims department will review and respond back to you.
Customer Answer
Date: 07/18/2025

Complaint: 23492048

To whom it may concern,
Thank you so much for your patient! I have submitted claim with the claim ID: ******.
Looking forward with your reply.

Sincerely,

***** ***
Initial Complaint
Date:01/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good for a few months, then just terrible. We did weekly *** shipments with Roadrunner. About 10 went smoothly, then all of a sudden they started losing part of the shipment. Three in a row were partially lost, and two of them were damaged. A representative told us we will definitely be reimbursed if they couldn't locate our lost boxes, so we continued using them. They ended up messing up five shipments. The representative who said we'll be reimbursed stopped responding to us and another person told us to file a claim - which was then denied because apparently our customer accepted the delivery. No accountability whatsoever.
Business Response
Date: 01/27/2025
We apologize for your experience with Roadrunner. Please provide the shipments or pro #s you have provided communication on. We will research and advise on specifics and or resolutions for each one.
Initial Complaint
Date:01/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
the issue occurred in a delivery that was delivered on 12/30/2024. its a motorcycle lift thats intended to be used for business and my livelihood. the product is of the value of $437.99 plus tax and i paid $275 in shipping to this company for total of $712.99.the complaint is being filed to do apparent negligence during the shipping of the product. when the product arrived it has two clear punctures from a forklift and was banded to keep it together, upon cutting the banding the entire crate fell apart and completely broken inside and out that leads me to suspect it was also dropped, hardware is missing where the box was punched by the forklift forks, the lift has bending on multiple spots and bent doors, the reason for the concern is this lift is to be used to lift ******* pounds consistently and that poses a safety issue not mowing if its structurally compromised. i have ordered this same lift from this company before and the product arrived in perfect condition so the issue was with the shipping company this time around. i have been trying to file a claim with roadrunner freight since the first of january when i inspected the lift, i have left voice mails to no answer have tried around 30 times to file the claim online and it doesnt process through, the website doesnt seem to do anything but return you to the home screen, no confirmation email, no claim number. i finally got ahold of someone by email and they sent me back to the same claim website where i tried multiple times to file again, i continued to leave voicemails and have yet to receive any kind of contact by the company, im waiting to resolve this issue dude to this being my way of work, thank you.
Business Response
Date: 02/18/2025
Hi BBB, we apologize for not responding to the complaint earlier. We have reached out to the customer and provided instructions to complete a claim. Attached is the communication via email.
Thank you.
Thank you for choosing Roadrunner.
Initial Complaint
Date:12/14/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two coffee tables that roadrunner was supposed to deliver. The coffee tables went from the manufacturer to this freight company and the freight company was supposed to deliver them to me. They notified me over the summer that the lost the coffee tables. And that's it - I haven't received the coffee tables and I haven't received a refund or any compensation. I have been in touch via phone and email for 6 months. I was told that they were looking for the coffee tables and then I was told that they were just going to refund me. I sent them my ACH information a month ago and they still haven't paid. They just keep saying "they are processing" my information.
Business Response
Date: 12/20/2024
We apologize for the delay and your inconvenience. Payment will be sent next week for the claim.
Customer Answer
Date: 12/22/2024

Complaint: 22687529

I am rejecting this response because: the refund does not reflect the full cost of the coffee tables. We paid for the coffee tables and shipping to the Roadrunner warehouse. They are no reimbursing us for the cost of shipment to their warehouse.
In addition, we filled out their ACH forms on 11/20/24. We asked for confirmation of receipt on 11/20 and 11/29. We followed up to ask when we would receive our payment on 12/11 and 12/12. We also called on 12/19.
We want the full amount owed and we having been patiently waiting since our coffee tables were lost by Roadrunner in early July.

Sincerely,

**** ****
Business Response
Date: 01/02/2025
The claim filed should include the original shipping costs. You may respond to ***********************.
Initial Complaint
Date:09/25/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the afternoon of 09/13/2024, the roadrunner driver came to our warehouse to pick up. The cargo was loaded on the truck by me and the driver.. This shipment has two pellets. 3 create are stacked together and merged into one was delivered. Missing Another one is pallet. There are 22 boxes on the pallet. Since the cargo pellet with 22 boxes on it was lost, They took the three stacked creates and separated them into two creates and one create and sent them to the customer. Then they lied and said that when picking up, it was 2 creates stacked and a single create. We asked the origin terminal to provide their security camera footage, but they have not provided it yet. They are mutually making excuses with each other and now they are not responding to us.
Business Response
Date: 10/01/2024
We have located the missing freight. It will be out for delivery to the end customer today. We apologize for the inconvenience.
Initial Complaint
Date:07/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Holy Crap! First I scheduled a pick up for July 10th and got a call for RR freight to pick up my car then I hear from the actual freight line that was gonna pick my car up only for them to tell me they were coming that same day instead of the next day that is SCHEDULED ON THE INVOICE. Followed by that being cancelled as its NOT THE DATE I SCHEDULED! Another booking and cancellation that I wasnt even aware of where the person from RoadRunner Freight told me happened and then told me the third time is now scheduled and its gonna be another $100 to schedule this and then that fit cancelled and another 2 bookings happened and another man from RR Freight told me it was gonna be another $150 to book another pick up! Then he proceeded to tell me dont worry we dont blame you when I complained that this is not my fault but yet your price keeps going up and up As I write this out its even worse than I imagined! ONLY FOR ANOTHER CANCELLATION TODAY! So I need to be refunded immediately which has not happened even though I told the man today from RR Freight today if this gets cancelled Im done with your company! So here I am making a HUGE COMPLAINT OF NO INTEGRITY, ORGANIZATION, KINDNESS.. o my the feeling of ME GETTING SCAMMED! I JUST HOPE NO ONE EKSE GOES THRU THIS!
Business Response
Date: 07/15/2024
Good day. The complainants are contacting the wrong company. They need to contact Road Runner Auto Transport ************. Roadrunner Freight does not haul automobiles. Thank You.
Initial Complaint
Date:06/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Roadrunner Freight delivered a home gym to my house on 11/30/2023. The delivery instructions were written as an inside delivery. The truck driver backed his semi into my house, damaging my gutter and roof. I have repeatedly requested reimbursement for the $1350 that it cost to repair the damages. Roadrunner has punted to different people in the organization to handle it, then it went to the safety team, and now the guy says he can't find the claim. It is now June and they are unwilling to reimburse me the money I paid for them damaging my house. I haven't heard anything from them since May 17th.
Business Response
Date: 06/03/2024
Hi,
Please provide your tracking or pro number so that we may look into this further.

Thanks
Customer Answer
Date: 06/04/2024

Complaint: 21791153

I am rejecting this response because: *********** has the PRO number from the several emails back and forth. However, here it is again:
PRO: 582146221
Sincerely,

***********************
Business Response
Date: 06/06/2024
Hi,
I am working on collecting more information from the terminal on our end and will provide an update shortly.
Customer Answer
Date: 06/17/2024
Complaint: 21791153

I am rejecting this response because: Roadrunner replied to me today giving me a insurance claim form for their Vendor, BEX, who is now out of business. So the issue is not resolved. They said they are continuing to look into to try and assist me to be reimbursed. However, the issue is not resolved and they punted me back to the original person I initially spoke to and punted me to Roadrunner. And the business no longer exists.

Sincerely,

**********************;
Business Response
Date: 06/21/2024
Good day. With Bex logistics no longer in business, please contact ************************* listed in the Certificate of Insurance tel # ************. Bex was insured during the time of delivery.
Customer Answer
Date: 06/21/2024

Complaint: 21791153

I am rejecting this response because: This is a response to the business. The PRO number is *********. I have provided this numerous times.

Sincerely,

***********************
Initial Complaint
Date:05/29/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
RRTS was hired to ship a pallet of freight. On the legal *** the following notes were indicated "consignee has lift gate on site // no additional services or fees approved without prior approval". We received our bill and due to a check **** placed by someone we were charges an additional fee for use of lift gate. We reached out to our AR specialist and he denied the removal. "The ****ed signed POD is validation, the charge will stand and is valid. Regardless of what the *** states, if a lift gate is needed to complete a delivery safely and is signed off for on the **** it is valid. I cannot have this removed."
Business Response
Date: 05/31/2024
Hi,
I will look into this. Did the consignee have means to offload at delivery?
Initial Complaint
Date:05/20/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered rims and tires from a company and road runner was tasked to deliver they called me on Thursday May 16th to setup a delivery and delivery was set for between 11:00am to 1:00 pm at 6:23 pm I called to find out where my delivery was and was told it was still at their office and that the driver couldnt get it on his truck but no one called to let me know and I took off of work to be there for the delivery and all they could tell me was we can get it to you on Monday
Business Response
Date: 05/22/2024
Hi,
Are you able to provide the tracking or pro number for your shipment? I can look further into this for you.
Initial Complaint
Date:05/06/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am reaching out in hopes of swiftly resolving an issue I've encountered. On April 30th, I booked a car transport from **********, ********, to ***********, scheduled for May 6th. Following a confirmation email on May 1st, stating a total price of $1710, including insurance, I awaited contact from the carrier for pickup on the scheduled date. As of 8 PM on the East Coast, after spending over three hours on hold with no assistance from Road Runner Transport, I am deeply frustrated. My car remains unpicked, despite my impending travel plans. My booking number is R710675. Urgent assistance and pickup are imperative. Sincerely,********
Business Response
Date: 05/09/2024
Hi,
I believed you have contacted the incorrect company as we do not ship vehicles, we are an LTL carrier.

Thanks

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Roadrunner Freight is NOT a BBB Accredited Business.