Complaints

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:05/07/2023

  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.

  On November 1, 2022, I arranged with Interstate Roadrunner auto transport to transport my car on November 3, 2022 from **********, ** to our winter home in ********** *******. As arranged, I delivered my car to their transport truck in **********, **, and I paid the pre-arranged $1500 one-way fee. All of this is documented. On November 5, 2022, I received a phone call from Interstate Roadrunner that my car and all personal property in the trunk were totally destroyed from a fire on the transport trailer in **********. When I tried to reach the owner of Interstate Roadrunner to obtain a refund for the $1500 transport fee, a claims representative from that transport company called and informed me that they will not reimburse the $1500 fee, and the most they would reimburse is a partial fee from ********** to ********** ******* even though my arrangement was for the transport company to deliver my car intact from ********** ********* to ********** *******. I stated that this was unacceptable and I, also, stated that I spoke with their insurance company, ********************** and was told that they only reimburse for vehicle damages and not delivery fees. Although I eventually received from my insurance company a used-car settlement for my car and a settlement for some of my many personal belongings in the car's trunk, my insurance settlements were reduced by insurance deductibles of $1000 for the auto and $500 for the personal belongings. My request is for Interstate Roadrunner to reimburse me for the $1500 transport fee and the $1000 and $500 insurance deductibles for a total of $3000. Otherwise, I have no choice but to file this claim in Court.

  Business Response

  Date: 05/10/2023

  Hello,
  
  When an unexpected horrible situation happens like a fire on a Car-Carrier, it is a long process on making sure everything is settled. Progresive Insurance is working with your insurance on the settlement. It takes time to complete the settlement, in this case regarding your deductibles, that will be refunded by your insurance after everything is settled. As for the refund on the trip, you were offered a partial refund as the vehicle was loaded and set to go to **********. The partial refund is regarding the distance from where the fire occured to the delivery location in **********. As mentioned earlier, this is an ongoing settlement between the insurances. 
  
  We apologize for the inconvenience 

  Customer Answer

  Date: 05/10/2023

   I am rejecting this response because:
  Regarding the deductibles of $1000 for my vehicle and $500 for my lost personal belongings in the vehicle, my insurance company, State Farm, informed me that their efforts to subrogate and obtain full reimbursements from Interstate Roadrunner's insurance company, ********************** is not guaranteed. However, even though it has been six months since my car was totally destroyed, I am willing to continue learning further whether my insurance company will be able to subrogate successfully and reimburse me the deductibles of $1000 and $500. Furthermore, as I also stated in my complaint, the trucking company's insurance carrier does not insure transport fees. Therefore, after speaking to many people including an attorney, it is unacceptable and unethical business practice to provide only a partial reimbursement for the $1500 fee that I paid Interstate Roadrunner to transport my vehicle INTACT from ********** ********* to ********** *******, and I especially disagree with the transport company basing that partial amount upon the transport truck's untraveled distance from where the fire occurred in ********** to my ******* home. To add insult to injury, where the fire occurred and my vehicle was burned totally, my vehicle was not delivered intact even in ********** where I do not live. Finally, my arrangement was with Interstate Roadrunner and was not with any obligation that Interstate Roadrunner has to pay their drivers.