Complaints

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

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  Roadrunner Freight

  1431 Opus Pl Ste 530 Downers Grove, IL 60515-1169

• 

  Roadrunner Transportation Systems

  4900 S Pennsylvania Ave Cudahy, WI 53110-1347

• 

  Roadrunner Freight

  250 E Old Chicago Drive Bolingbrook, IL 60440-3090

• 

  Roadrunner Freight

  PO Box 8903 Cudahy, WI 53110

• 

  Roadrunner Freight

  4501 East Washington Blvd. Los Angeles, CA 90040

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:04/18/2024

  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.

  ***** Communications used a third-party shipping company (Roadrunner) through Freightquote to get a pallet to and from a job site in ********, **. We encountered an unfortunate situation when it came time for this pallet to be dropped off at our ********* location. So far I have been compiling proof and providing this to Roadrunner through the proper channels since November 6th 2023 for our missing material in ********, **. During our pallets travel back from the site a ladder (purchased in **) along with approximately 9 boxes of CAT 6 cable(shipped to site) totaling in $1,404.97 worth of materials went missing. I followed all of the correct steps in a timely manner to get the situation resolved with their docks and claims department and was unsuccessful due to negligence on Road Runners behalf. All attempts have been properly documented via Email and photos. We have received since November 6th two solutions offered by Road Runner. Both of these solutions seem unfair and unjust given all of the proper documentation was submitted proving that Road Runner was at fault for this material going missing. ***** Communications paid extra out of pocket for insurance to cover our material which we claimed was valued at $1,000.00. Even with all of the proof provided and paying extra to ensure our material would arrive safely we were denied our claim amount of $1,000.00. The disappointment is now felt on a personal level, after countless man hours went into fighting for what was right when we could have just walked away. We are hoping to use the company again if a comparable solution can be made.

  Business Response

  Date: 04/10/2024

  This complaint is against a company other than Roadrunner Moving and Storage.  Per the bill of lading, the freight company is Roadrunner Transportation Services, Inc. and Roadrunner Moving and Storage does not have any relationship with this freight company.  Please remove this complaint from our file.

  Business Response

  Date: 06/13/2024

  Hi,

   

  I have an update on the above complaint.

   

  After looking into the claim it appears the claim was paid based on our rules tariff/contract that we have set with the broker.

   

  If additional insurance was purchased through the broker you may need to file a claim with them directly.

   

  *****************************

  Sr. ************** Manager

  *****************************************************************

  **************************************

  www.roadrunnerLTL.com

  ?

  

• Initial Complaint

  Date:04/08/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  a.Invoice ********* Never delivered to my customer, your terminal does not deliver to Performance Foodservice, but yet your company picked up from ***** Plastics and charges us $595.77 without the delivery being made, We had to send in another driver to pick up the load which cost is $1000 emergency pick up ****** from RRTS emailed me that this would be credited back $595.77 Yet to receive credit b.Invoice ********* Detention delivery and storage charge must be removed. We had clear instructions to get appt for delivery. No where on your RRTS portal for shippers does it say there would be storage charge and or detention charges, you need to make it clear to the customer so we are aware and we can choose which carrier to ship with ***** TLX option does not charge us storage charges, they make appt and get it delivered on time. c.Invoice ********* We were quoted $2033 We are being charged $970.76 Fuel Charge, $841.42 Linehaul charge, $60 grocery charge, I need these removed This was not the quote we were provided, secondly your pick up truck was short, didnt fit the pallets, he had to break everything down and said he would fix the pallets at the terminal before shipment. If something was done incorrectly it is not our fault We need the invoice adjusted to the quote provided I will contact BBB and file DOT complaint by end of day today if I do not get resolution. Thank you

  Business Response

  Date: 04/10/2024

  Good Morning,

  We are currently reviewing your request for all three invoices. It appears invoice ********* is correct, the quote is an estimate based off the information provided and your pricing set in place on your account. I am showing this was re-weighted and the shipment was 28 lineal ft.  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21545643
  
  I am rejecting this response because:

  If you can see my original quote was for 13 Pallets, 9640 lbs in total, we weighed on our scales before shipping out. Your driver signed for 13 pallets if you see attached on pickup. 

  My original quote has Pallet Count 13, Appointment Charge $30, CAO $40.00, LHS $364.33, FUEL SURCHARGE $420.34  Total $2033.74

  PER ****** BELOW: How many linear feet is 1 pallet?

  How Many Linear Feet Is One Pallet? A standard 48 X 40 pallet would be 1.67 linear feet.  My linear Feet is ***** 

  Your invoice ********* is 28 Linear Feet at 17 pallets. Your company broke down the pallets because it didnt fit on your transfer truck to ********** and charged us for 6.29 linear feet extra.

  You should of never broke down the pallets, when we got our quote, we put specifically 13 pallets we put 40x48x98" each pallet, why did you accept our load and quote and then break down the pallets to make them 17 and charge us more.

  See attached your driver signed at time of pickup for 13 pallets

  You need to correct this bill. I need the following adjusted:

  841.42 LINEHAUL SURCHARGE

  970.76 FUEL SURCHARGE

  adjust the $2723.04 28 linear feet to ***** linear feet. 

  adjust $60.00 grocery this is not on your original quote. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/27/2024

  Type:Delivery 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.

  This buisness decided to deliver past closing so they could intentionally charge a re delivery fee.

  Business Response

  Date: 03/28/2024

  Hi ****,

   

  Are you able to provide the pro or tracking number so that we can look into this more?

   

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21495393
  
  The tracking number is 1629295737

   

  please note the rejection is the only option i could select as the bbb didnt have an option to reply without 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/29/2024

  I believe I found your shipment under tracking number 583234208, can you firm if this is correct. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21495393
  
  The number I have is from ch Robinson  
  As 1629295737.  
  
  *****************

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Pro number of this shipment: ********* Ship date: 12/20/2023 Deliver date: 1/03/2024 Issue:Upon receipt of the shipment from Road Runner Transportation Services, it was observed that two pallets, initially intact, had incurred significant damage and were improperly unwrapped. Even one of them was double-stacked which led to significant damage to our products. Subsequently, a lot of items on these pallets were found to be crushed. The damage extended to numerous open cans and torn pouches, resulting in an infestation of bugs, including flies and eggs, lying on both the products and pallets. The pervasive odor and unsanitary conditions led to 12 hours of intensive cleaning.Furthermore, our attempts to file a claim were hindered by the cumbersome nature of the claims system. Despite investing three hours in inputting information on damaged items, persistent technical issues, such as unexpected logouts, resulted in the loss of progress.Additionally, the subsequent communication from the transport company lacked clarity, as they requested the weight of the damaged products without providing the reason and they didn't send us their rules at the first moment. Later, we were informed of their policy, offering a reimbursement rate of $1 per pound for the damaged goods (CLASS 50), totaling $***** for *****lbs. However, they damaged our products that were worth $857.96. All the damage is caused by the unprofessional operations of Road Runner staff and we don't accept their solution and we won't pay for their mistake.First, we think we deserve to know their rules at the very beginning instead of being educated about these rules when they send back their solution for this claim. Secondly, we dont accept their solution which is only offering $1 per pound for the damaged goods (CLASS 50), totaling $***** for *****lbs. We need a full refund of the damaged products ($857.96) which are due to their improper operations during the transportation of our goods.

  Business Response

  Date: 03/09/2024

  *************,
  We strive to handle each delivery with care and treat the freight as if it was our own and regret to hear your shipment arrived with damages.  Our customers are equipped with our polices and rules tariff as we want to strive to be honest and transparent partners. Its appears our claims department has completed the investigation on the claim. There are options to add additional insurance in certain instances. Our rates/customer service team can be reached via phone, email or website for all questions regarding proper packaging, liability, and labelling non-stack fragile freight for all your future shipping needs.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21401261
  
  I am rejecting this response because: in this message, you didn't address my complaint at all. This message mentioned nothing related to the damage of my shipment due to your fault and you didn't provide any further solutions. You didn't handle my shipment with care at all otherwise, they won't be damaged as shown in the photos provided. You are really unprofessional as a company providing such service. Those photos are strong evidence. I didn't accept the previous solution you team offered and that's why I came to BBB. Again, no one sent us your rules and policies until you sent me your investigation results together with the solutions to all damages of our products. We don't accept this solution because first, your rules and policies are not transparent at all. Secondly, your staff's improper operation led to our total loss of over $800 and you only offer ~$70 as a compensation which WE DON'T ACCEPT!! You should be responsible for your mistakes, not us.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:01/17/2024

  Type:Delivery 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.

  I received a shipment from a tile company in September of 2023. The shipment arrived destroyed and I refused delivery. Roadrunner will not reimburse me for the shipping costs as I used a 3rd party broker who managed the arrangments for me. Roadrunners policy is to only reimburse the person or company who paid for the shipment.The broker has no mechanisim to manage that process for I am out over $500 in shipping fees.Their customer service team will not call me and they took almost 2 weeks to respond to an email.Terrible services and response.

  Business Response

  Date: 01/22/2024

  Hi ***,

  I am reaching out regarding your complaint. I am looking into the details on pro ********* and will advise.

   

  Thanks 

• Initial Complaint

  Date:10/04/2023

  Type:Customer Service 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.

  Ref. Tracking number ********* Main problem seem to be doing a simple deliver. I over 25 years this will be the first time I've work with a freight company than seem to be unable to arrange a redelivery as of today over a week. Remarkably, even after a number of phone calls, holding there hand they still have been unable to arrange this deliver. As I spoke to other about this problem we began to speculate they must be a two or three man company that just is grossly disorganized with a staff that walks around blind without a cane. Seem we are being forced to seek assistance from Better Business Bureau in order to contact anyone other than a call center that hasn't a clue about status of an issue on a shipment.

  Business Response

  Date: 01/17/2024

  Good Afternoon, I am writing in response to the customers concerns on pro *********. After reviewing the shipment details it appears once the shipment arrived at the delivery terminal we were alerted that the incorrect address was provided. At that point a member of our team reached out to the shipper for approval and updated paperwork. Once the approval and paperwork was received the appointment clerk was able to reach out and set the new appointment for the following day on 10/5 with the correct paperwork. I apologize for any inconvenience this may have cost. Thank you,   

• Initial Complaint

  Date:09/19/2023

  Type:Sales and Advertising 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.

  I have /had been shopping for a specific vehicle.. a *** m5 f10 series. I had found several with different pros and cons. I found roadrunner to have very competitive rates and had built a repour with a certain consultant/sales rep **************************** I finally found the car I wanted agreed to a cash offer paid all is well so far. The seller had mentioned that he had a shipping business or not sure but could promise a more competitive price. Since I had built the repour and wanted to give ****** a sale I called him. We initially had problems securing the deposit because I had lost my debit card and was having it replaced. Roadrunner has not the ability to pay with Apple Pay nor with Check (acct/rout). I figure out a way to pay by adding money to a PayPal card. Long story short day of sales agreement my card was run twice. I had mention to ****** and even sent him a screen shot. (Upload ****). He ignored I figured well I have proof so Ill just pay the difference to complete the $1800. Its very ****** that the driver will only accept cash or cashiers check. Since I have no debit card I had planned to get cash. The driver and the drivers headquarters contact were great. However, when I explained that I would be paying $1000 bc I had already paid 800 the driver got very upset. He didnt charge anything .. ok so in efforts to not upset the driving team, and since delivery was on a Saturday and apparently no one there on Saturdays can do anything. I was very upset. First Gentleman I spoke with was claiming one is probably pending I said I didnt think so. Then he was certain. Yes its pending to which I replied I have confirmation of each transaction this is a prepaid card I added. I had no choice but to pay the $1400 the driver was expecting. I have tried twice two different days to get a hold of someone. All the previous times I have called someone answers almost immediately. Now.. 20 min no answer. I have that screenshot as well. Help.

  Business Response

  Date: 09/21/2023

  Hello,

    We/Roadrunner (Freight) have received your BBB Complaint. It appears that you may have submitted your complaint to the incorrect company. We are an LTL Freight Transportation Company and we do not transport vehicles. You may visit our website at freight.rrts.com.

   

  Thank you,

  ***************************

  Sr. Director Customer Service

  ************

• Initial Complaint

  Date:08/22/2023

  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.

  Reliable supplies are critical for small business to operate. Roadrunner is the freight courier that our supplier choose to ship our raw materials. The shipping fee for this particular complaint is $430 for the pallet. Roadrunner called us on Wed 8/16 to schedule a delivery on 8/18 Friday. Again, Roadrunner called us in the first place. We relied on this appointment, hired a mover to help unload and move supplies into basement. On Friday, no one showed up, neither any communication for rescheduling. We called and asked about the situation, here is what their customer service wrote to us: "I usually get notified by CS if they are able to get confirmation from cons but I was not able to get any notification on this one." They did not even know where the pallet was, and called us to schedule an appointment. Our time and mover's fee all paid in vain. We needed the supplies and tried to reschedule. This time, appointment was set on Monday 8/21. Guess what, it happened again. No truck showed up, no communication again. Abovementioned was only one occasion that I described. It was actually the fourth time this happened within the short period of 2 years.

  Business Response

  Date: 09/15/2023

  Good afternoon,

    The response is attached, please send the PRO# or Order # associated with this shipment for further review.

   

  Thank you,

  ***************************

  Customer Answer

  Date: 09/15/2023

   
  Complaint: ********
  
  

  Here is the information RoadRunner requested: 

  Better Business Bureau Case# ********
  
  Customer:

  *********

  ****************************

  *********, ** 48104

  
  PRO# *********
  
  Sincerely,
  
  ***********

  Business Response

  Date: 12/13/2023

  Pro *********.  After further review, we have decided that the charges should be removed and a credit was applied to our customers account.

   

  *****************************

  Sr. ************** Manager

• Initial Complaint

  Date:06/06/2023

  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.

  I ordered a package about six months ago, when the package arrived,The business committed to providing a delivery on a certain date, a verbal conversation happened over the phone on June 5 at 2 PM, to deliver the package on June 16th, confirming that the delivery would not incur any storage fees. However, shortly after the conversation, an email was received from the customer representative saying that there will be storage charges. Pretty much taking back anything that they agree to over the phone, the company failed to provide, and deliver what was promised as the date and time of delivery, instead, the customer, myself, is stuck with a date of delivery not reasonable and not as promised. The company should not have agreed to a date they cannot keep, and should not provide dates that are not reasonable, and unable to accommodate a reasonable amount of time for the receiver to receive, I am now having a storage unit set up for the delivery, a **** pound delivery.

  Business Response

  Date: 06/07/2023

  Good afternoon,

    We have received your inquiry and would like to provide the following response: At this time, Roadrunner do not offer guaranteed delivery dates all dates and times are estimated. Per your request, the date of delivery was outside of a normal delivery window. Unfortunately, we are unable to hold freight on the dock  as it my be damaged, lost or other. The storage fees that are applied appears to be valid. If you have additional questions, please let me know.

   

  Thank you,

  ***************************

  Sr. Director Customer Experience

• Initial Complaint

  Date:05/25/2023

  Type:Delivery 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.

  Pro #: ********* I've been trying to get a delivery done for over a week now. No one showed up for the first scheduled delivery. My understanding is that the item was on a truck, but the driver just never showed up. I called RRF about it and I was told that they hired a subcontractor to deliver and that they sent an email asking them to call me about scheduling, which never happened.A couple of days later, I got a call to schedule a second attempt at delivery. On the delivery date, the driver called me and told me he does not deliver to my area and that the item would need to be returned to their warehouse so that another driver can deliver the item. I called RRF about it, and I was informed that the bill of lading misstated my zip code and that the paperwork would need to be corrected before delivery can occur. I got no inclination about how long it would take or when my item would be delivered. To say this has been bungled is an understatement. I expect a definite delivery time to be provided to me ASAP.

  Business Response

  Date: 05/25/2023

  Dear Valued Customer,

    We  sincerely apologize for the inconvenience, the driver was unable to make the scheduled delivery yesterday. I have reached back out to the delivering terminal to schedule another delivery appointment. You will be hearing from a **************** Representative soon.

   

  Thank you,