Complaints

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

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• 

  RXO

  11215 N Community House Rd Charlotte, NC 28277-4960

• 

  RXO

  4400 Northlake Ct Ste A Charlotte, NC 28216-2384

• 

  RXO

  4600 Tiedeman Road Unit B Cleveland, OH 44144

• 

  RXO

  176 Grove St Franklin, MA 02038-3197

• 

  RXO

  47440 Michigan Ave Ste 130 Suite 130 Canton, MI 48188-2218

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:10/03/2023

  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.

  I ordered a couch from Living Spaces and they use this company to deliver and paid a $100 fee. They have canceled my appointment for delivery 3 times now and have pushed it back a week, they have done so without a phone call or explanation and it has caused for extreme frustration on my end. I go on to their website to reschedule and choose an open day slot and then they cancel the day before. After chatting with several customer service representatives and them assuring me that it will not get rescheduled, it still was. After FINALLY getting someone on the phone and going back and fourth all day they said that because its 150 miles away from their warehouse its a two day trip. In what world is that a 2 day trip? Its a 2 hour drive and if that is an issue and causes delay then Living Spaces should probably use a company that is able to handle their deliveries better. As of now I have an appointment for 8 days from now and hopefully they do not cancel again. I ordered this couch 2 months ago, Living Spaces sent it out for delivery after 3 weeks and it has been in delivery mode since then.

  Business Response

  Date: 10/03/2023

  Hello,

   

  Thank you for taking the time to provide feedback in regard to your multiple delayed order. This has been escalated and addressed at your local facility to ensure your delivery date of 10/10 does not get delayed once again. Our Senior Manager has stated he will keep his eye on this one to ensure everything goes smoothly on 10/10. Once this has been delivered, we will follow up to ensure everything went smoothly. Thank you again for the feedback. 

  Customer Answer

  Date: 10/03/2023

   
  I am rejecting this response because:
  I still am without my couch for another week and I request my delivery fee be returned if I am to wait until the 10th. Had I known that the wait to receive my couch would be this long I would never have ordered it. I suggest an uptick in communication with customers with why an order is delayed or canceled instead of just changing the delivery date multiple times and the customer needing to spend an entire day reaching out to various custmer support representatives to finally receive an answer.

  Business Response

  Date: 10/04/2023

  Thank you for your feedback! Your experience will be reviewed to do what we can to avoid them for our future customers. We have gotten you approved for a $100 gift card to provide you some compensation due to your experience. This will be processed by a 3rd party and mailed to you within 3-5 weeks. We will continue to monitor the delivery on 10/10 to do everything we can for things to go smoothly on that date. Thank you

  Customer Answer

  Date: 10/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/03/2023

  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.

  I purchased a ** from ******* 2 weeks ago. Since that time RXO freight has sent me no less than 6 changes in delivery status. When I call RXO and ******* I keep getting different answers. I was told the ** was in my area (*********) and it would be delivered 9/25/23, then 9/27/23, then 9/29/23, TI spoke to ******* who stated it would absolutely be delivered on 10/1/2023. Then I got a text at 8PM 9/29/2023 stating it could not be delivered until 10/2/2023. Today, 10/2/2023 I received a text stating it would not be delivered until 10/10/2023. Neither ******* nor RXO seem to know what's going on, and I can't get a supervisor to respond. I want my **!!!!

  Business Response

  Date: 10/03/2023

  Hello RJ,

  We are very sorry for the multiple delays in regard to your delivery. This has been escalated at your local facility and we have added this to a route for tomorrow 10/4. You may track this delivery by using 00000BH4JYR5D000002000 at *****************************************

  Our hub has ensured this will be completed tomorrow and we will follow up once it has been delivered to ensure everything went smoothly. Thank you for the feedback as your overall experience has been unacceptable to this point.

• Initial Complaint

  Date:10/02/2023

  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.

  There was another appliance (Oven) but the Superintendent wanted the item. There was no longer a need to remove that item. I did arrange to have the items dropped off and removed with *****, but the removal was the only service refused. The location is a daycare that cares for children ranging from the ages of 3 months to school age from Monday through Friday and some weekends. It is a safety issue and hazard to have the item remain on the premises. That is why I had no choice but to find a company to remove the remaining items to be in compliance with any *** regulations. I opened a claim about this issue on Saturday, August 26, 2023. The claim number is *********. It has been well over a month trying to settle the issue. I would like to expedite this matter as soon as possible. Especially that this was an unexpected added expense that was affordable. Thank you for your assistance in this matter and I look forward to hearing from you soon. Should you need to reach me please contact me at ************ or reply to this email.

  Business Response

  Date: 10/03/2023

  Hello.

   

  We appreciate your feedback in regard to this issue. Please provide us an RXO tracking number so we can further assist here. 

  Customer Answer

  Date: 10/04/2023

   
  I am rejecting this response because: This is not a resolution to the issue. The tracking number is 474483250
  
  

  Business Response

  Date: 10/06/2023

  Hello,

   

  We have contacted you and gotten a claim filed in regard to this issue. You can use claim # 584949 for your reference. We have gotten this escalated over to senior management to see about getting this claim expedited in any way. If you would like to speak to our claims team please reach out to ****************************************** As soon as we have any updates, we will be sure to reach out and let you know. 

  Customer Answer

  Date: 10/10/2023

   
  I am rejecting this response because: Is there any updates to matter?
  
  

  Business Response

  Date: 10/10/2023

  It has come to our attention that our drivers were unable to remove your unit due to the many obstructions in the way. Also, the work order from the vendor only included drop off of the unit that was delivered so haul away was not included in your services. Please reach out to the vendor for further assistance. 

• Initial Complaint

  Date:10/02/2023

  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.

  09/30/2023 I had ordered a microwave,so apparently RXO is suppose to deliver and take out the old microwave from the wall and haul it away.We had already paid for that.But when the delivery happens, they just dropped of the new microwave and was going, upon telling them that they are suppose to take away the old one as well they were like" talk to the company about that",and i asked what their name was, of them were like why do i need their name, and when I was like I need the number and name of your manager they said that they don't have it, and I said that the company you work for, you don't have their name and number. After all this chaos when I finally got hold of the supervisor and told them that this is what is happening then the Manager told them to haul away the old microwave, and asked us no to give negative survey, and said that don't worry about hauling away of the old microwave its on the company. And I told them that this process has already been paid for its not on the company.And at the very end when they were about to leave when we asked their name, they provided a false name, which we confirmed afterwards.And the driver called us at **** saying he was 30 mins away, we woke up and waited for them for 2 hrs, and when we asked them where are you guys at, they said that they had to stop by ********** to get something!!!!!!!!!THIS IS THE LAMEST COMPANY EVER RECOMMENDED!!!Such a bad service.Not recommended at all

  Business Response

  Date: 10/03/2023

  Hello,

  We just contacted you in regard to your issue to get your RXO tracking number so we can further assist. Please reach out to us with that info and we will get this addressed ASAP. Thank you!

• Initial Complaint

  Date:10/02/2023

  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.

  RXO damaged my refrigerator I contacted ******* for a replacement they gave it to me and than the same delivery driver from RXO was sent out to deliver the refrigerator he was mad that I had complained and started taking pictures of the old refrigerator and than refused to deliver the new one when RXO told him by phone to proceed with the delivery he got mad and opened the box and went behind and broke the wire so I had to refuse the replacement than I contacted ******* again they told me the only solution was a return for a refund and RXO would pick it up. This time RXO came at an unscheduled time of 10:30 AM when it was raining and they said they couldnt pick it up because of the rain. They were told to come back to my address at ****************************************************************** and say it wouldnt stop and, but it did and than the driver cursed at me and left. Worst company Ive ever delt with. I am seeking a resolution still! Its been 3 months now and Ive wasted hours on the phone with these guys!

  Business Response

  Date: 10/03/2023

  Thank you for reaching out in regard to this issue. I see that we have a pickup scheduled for 10/5 and we have contacted the senior manager at your local facility to ensure everything goes as smooth as possible on that date. 

• Initial Complaint

  Date:09/29/2023

  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.

  Ordered ******* refrigerator in July. Found out it was delivered to the RXO warehouse on Sept 21 but RXO said they don't do next day delivery so we would have to wait until the following Friday to have it delivered since they only deliver to our area on Fridays. It's Friday, and last night we got a message saying that we will not be getting it delivered. I called this morning and was told it was never "routed" which is an RXO problem not mine. So as of right now, RXO has stolen my property because I have already been billed and I've already paid for this refrigerator.

  Business Response

  Date: 09/29/2023

  Hello *****,

   

  We are sorry to hear that your delivery was unable to be completed today. We would like to get this addressed ASAP at your local facility. A call and VM was left alongside an email to obtain your RXO tracking number so we can get this addressed and taken care of. Thank you for your feedback

• Initial Complaint

  Date:09/29/2023

  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.

  I purchased a ******* dishwasher and RXO delivered and installed it on Tuesday, September 26th, 2023. The install team could not get water to run into the dishwasher nor could they get the kickplate on. They wanted to drill new holes into the dishwasher for the kickplate, which I requested not to. They had to leave to make another delivery and told me they would not be able to get it to work... after they left, I realized that my kitchen counter is broken and completely separated from my cabinets and sink. There is a seam where two pieces of my counter meet and there is a quarter-inch difference in height between the two segments of counter and the seal there is broken.I contacted the company twice and I contacted ******* directly who also contacted the company and was told that somebody would call me back each time and cannot get anybody to call me back and come fix the installation and look at the counter.

  Business Response

  Date: 09/29/2023

  Hello,

  We are very sorry for the experience you have had so far in regard to your ******* order. This has been addressed at your local facility and we have gotten a work order created for Service. You may track this by using 00000BJH6GVHM000002000 at *****************************************

   

  Thank you for your feedback.

   

  Customer Answer

  Date: 09/30/2023

   
  I am rejecting this response because: The same day that I received a response with the tracking number, I called the company and scheduled an appointment for today, September 30. At 9 PM last night the appointment was canceled and Ive not been able to get a hold of anybody. It is 7:30 AM and when I call it says to call between business hours which are 6 AM to 10 PM today, then disconnects the line. 
  
  

  Business Response

  Date: 10/03/2023

  Hello,

   

  I am sorry to hear this was rescheduled again and that you had problems getting in touch with our team. I do see however that we rescheduled you for 10/2 and this service looks to be completed yesterday successfully. Please reach out to us if you have any further questions or concerns. 

  Customer Answer

  Date: 10/04/2023

   
  I am rejecting this response because: after paying for installation, and finally having the dishwasher operational, I still have to pay a handyman to come complete the installation of the kickplate at the bottom of the dishwasher and to repair the kitchen counter. In the original attached picture, you can see the damage to the kitchen counter and how it is unlevel. when I asked about it, I was told there was something they can do about it. I asked her to file a claim, and they did not know. If you could, please provide the information information on how to file a claim for the damaged counter, I will consider the matter closed. Thank you. 
  
  

  Business Response

  Date: 10/05/2023

  Hello,

  We have entered in a claim for you and you may use Claim # 584906 as a reference. Please contact ***************************************** for any updates. A member of our operations/claims team will reach out with further steps. 

  Customer Answer

  Date: 10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/28/2023

  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.

  In early February 2023; I purchased a washer and dryer directly from ******* not a used W/D. Upon installation from RXO, it was programmed in Spanish. Immediately I realized this. I called rxo for reprogrammed to English. I kept thinking may be they switched a used washer to my house. called several times for rxo to send someone to reprogrammed to English to no avail. The first rxo delivery man gave me so much torture that I cried & fell sick. I am 65 year old. I called the company on September 28; 2023 and explained the situation, that, since they are coming to pickup the dryer on Thursday 9/28/23, that, she should please ask them to reprogram the washer. She said, she will do that. I even told her to put the washer reprogram while Im on phone. She asked me to hold on and came back that she did and it will be reprogrammed on 9/28/23. Since I bought the washer, which I paid almost $2000 for just the washer, I HAVE NOT BEEN ABLE TO USE THE WASHER BECAUSE when I wash, you can still smell the armpit odor. I work in healthcare and I need to appropriately wash my uniform. I was unable to do that. I do not understand Spanish. The inconvenience is beyond explanation. Well, on arrival to pick up the dryer today, I ask if he will reprogrammed my washer, he said no. I called rxo and was given a runaround as usual. They will act like they can not speak English and then act as if the connection is bad and hang up on you. I asked for a receipt that stated pick up but the two men stated that they do not give customer any receipt for pick up. The whole situation and this business is that theyre doing some fraudulent thing. They need to be investigated. I want them to reprogram my washer to English. I also question BBB, upon all the complain on this company, how come theyre still operating, is it because, it did not happen to some influencer big people. Im very depressed AND SAD.WE NEED HELP. OR ARE THEY THOSE AMERICA UNTOUCHABLE BUSINESSES OR THEY KNOW SOMEONE AT THE BBB.

  Business Response

  Date: 09/28/2023

  Thank you for taking the time to communicate to us why our recent delivery/installation of your purchased goods did not meet your expectations.  We take this opportunity to acknowledge the complaint lodged against our company through the Better Business Bureau; and have every desire to address your needs and provide the best solution available. 
  We are escalating this complaint to the Senior Manager at the hub to address; we will work towards a resolution.? 

• Initial Complaint

  Date:09/27/2023

  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.

  Were also considering filing a complaint with the OR AG because RXOs behavior has bordered on fraudulent. We purchased a washer and dryer from ** on September 22, 2023, with the scheduled delivery date of September 27, 2023. This morning, September 26, ** emailed us to let us know that our units had arrived and would be delivered/installed tomorrow. A couple hours later, we received an email and a text from RXO notifying us that the delivery was delayed. No further information was provided. When I called their customer service I was told that they couldnt provide a date because they hadnt received the units from ** and didnt have any other information. So I called ** and they were VERY confused because their tracking system data had confirmation that it was signed for. ** put me on hold and during that time, RXO sent me an email saying that the units were available to schedule for delivery. When I went to schedule, the first available date was September 30. When I called them AGAIN to find out what was going on, at first they tried to claim AGAIN that they couldnt schedule delivery until the units arrived. When I told them that ** had informed me that they had arrived this morning, they changed their reason to there werent any available teams. So, at this point, RXO has either lied or misled us and ** at least three timeswhen they agreed to a delivery date they had no intention of meeting, when they told us our delivery was delayed because they hadnt received the units AND had no way of tracking the washer and dryer, and then when they tried to claim again that they didnt have the units. Im sure that theyll try to claim that its a software error or something, but the number of complaints about this company says otherwise.

  Business Response

  Date: 09/27/2023

  Hello ****,

  I am very sorry for the delay in regard to your delivery. This is something we would like to get addressed at your local facility as soon as possible to avoid situations like this for our future customers. We just called and left you a VM and also sent an email to partner with you until this delivery is completed successfully. Thank you for your feedback. 

  Customer Answer

  Date: 09/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/26/2023

  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 purchased a new Gas Dryer from *******.com They contracted RXO to Deliver and Install the Dryer in my home. When the first delivery team arrived, they removed my old dryer, and realized did not have the proper parts nor tools to install the new Gas Dryer. They left the new dryer in my Garage, and reinstalled the original dryer. In the process of doing this they caused extensive damaged my existing ******* Washing Machine. The broke the rubber seal inside the door, due to the driver lifting the washer from the drum , as well as damaged the front panel, including the Center Dial, which is required for the Washer to properly function. I have filed a claim, and they sent me a claim number, however now they have been unresponsive in replacing my damaged ******* Washer. I have reached out to ******* and they advised me that it was RXO's responsibility as it was damaged by one of their drivers.

  Business Response

  Date: 09/26/2023

  Hello *****,

   

  I just attempted to give you a call in regard to your claim. We took a look at the notes and it looks as though we are awaiting estimates of the damage from you. I am sorry if you have already provided this and it has not been entered in just yet. You can send the estimates to me at ******************************************* if you would like and I will get them entered so we can get this claim moving. Thank you

  Customer Answer

  Date: 10/11/2023

   
  I am rejecting this response because:

   

  Please see attached rejection response. 

  
  

  Business Response

  Date: 10/13/2023

  Hello,

   

  The claim has been closed as ******* has been notified of the replacement for the washer. They will be reaching out to you in regard to the replacement process. 

  Customer Answer

  Date: 10/13/2023

   
  I am rejecting this response because:
  

  Samsung states that they never received a replacement request, and they wont replace it as it was damaged by the delivery driver.

   

   

  
  

  Business Response

  Date: 10/17/2023

  We are getting this escalated with our Claims team to get this addressed and expedited today. Please be on the lookout for contact from our team within 24 hours