Business Profile

Trucking Transportation Brokers

RXO

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

925 total complaints in the last 3 years.
504 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/06/2023
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 ordered a refrigerator from *******.com along with delivery, installation, and haul away of the old appliance. ******* uses RXO for delivery. It was scheduled as order # RXONC70OMJWX1RFG23. On Jul 25, the delivery crew arrived and in the process of trying to get the fridge through the front door, they damaged the back of it as well as the aluminum around the front entrance of the house. They told us to call ******* for appliance repairs. After they left, my husband called the corporate RXO about the damage. The rep told him to email ***************************************** describing the damage, which he did. He also included photos of the damage and security camera footage showing what happened. On Jul 26, I received an email from RXO with the subject Claim Confirmation: ****** - ***************************** - General Liability and another email from *******************, Senior Specialist, Last Mile, email address *****************************************. He wrote, This claim is being handled by *************************, Contact information below, and feel free to contact the claim handler directly for updates moving forward. *************************, **************************************** I contacted ******* about the fridge being damaged during delivery and they sent a replacement for delivery Aug 11. This RXO delivery crew stated theyre not trained to remove refrigerator doors to fit the appliance through the front door. They left it in the garage instead, which led to another crew being sent out to finish the job on Aug 14. This crew removed the fridge doors and completed the delivery. Now its been 6 weeks since the damage claim was filed with RXO and I havent heard from the claim handler *************************. My husband and I have both sent emails, the only reply was from ******************* on Aug 22 stating, Thank you for your email and apologies for the late response. We have forwarded your request to the concerned team for assistance. At this point I can only believe RXO has absolutely no intention of processing the damage claim.
Business Response
Date: 09/15/2023
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:09/01/2023
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 ordered a Peloton Bike+ on 08/10/2023. Peloton contracts with RXO, and I was directed to RXO's delivery website to schedule my delivery. Accordingly, I scheduled my delivery for 08/24/2023. Upon scheduling, I realized I could not select a timeframe for my delivery. So, I called RXO to ask whether they could request an afternoon time slot. They assured me that they would leave a note with the request for the company, but no guarantee could be made. I was then called on 08/24 at around 10:00 am to accept delivery. I informed the driver that I could not be home, and would reschedule delivery. Then, I spoke with RXO on 08/25, and 08/26, regarding my questions as to delivery and when it could be scheduled. They refused to provide timeframes, further indicating I could only select the day of the delivery and nothing further. I obliged and scheduled for 09/01. I spoke with another representative to inform him that an afternoon timeframe was very important as I have a full time job, and I cannot take full vacation days to sit at home waiting on delivery. He assured me that he had left a note, indicating the priority of an afternoon timeframe. But again, he could not confirm that. On 08/30, I logged into the RXO tracking software, and my delivery date had been updated to 09/02. I was never called or communicated with about this change. However, given it was a one day delay and I am available on 09/02, I did not raise the issue with RXO. But then, on 08/31, I viewed the software again, and the delivery date had been changed to 09/09, again without communication from anyone at RXO. I called the company promptly to inform them of the issue, requesting that they put me back on the schedule for either 09/01 or 09/02. They confirmed they would have to contact ************* and return my call that evening. I was never called, and the delivery appears to still be scheduled for 09/09. I worked with *******, who has also had communication and no follow up from RXO.
Business Response
Date: 09/14/2023
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.
Our records indicate that your order has been cancelled. Please advise if you still require our assistance with this matter.
Initial Complaint
Date:08/28/2023
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.
RXO Claim ****** Order number: 00000BBGGDRYD000002000 I had a terrible experience with RXO. I ordered a refrigerator through ** and they delivered it. After multiple issues scheduling the delivery. They didn't show or call on date they were supposed to delivery after they confirmed with me just a few days prior. When they did show up, they damaged my home; the front door, the floors AND the refrigerator. I put heavy duty construction paper down to prevent this but they somehow managed to damage my brand new floors! It was extremely disappointing. When I confronted the RXO delivery driver about this he told me "well that's what happens when you order such a big refrigerator". He then tried to leave the property without notifying me of any damage and also was going to leave the property without securing the front door they had removed! Instead of just putting the door on, he told me they weren't supposed to take doors off and that it is common sense the fridge wouldn't fit. I was flabbergasted, not only was he rude and unprofessional, he was confrontational. The whole interaction made me feel unsettled. I then had to file a claim with RXO a week ago and have yet to hear back from them. When I called the representative would not let me speak to their manager or escalate the issue. It's absolutely astounding that a company can mess up so bad; damage the product AND my home and I have to fight to get them to make it right, spending my precious time to make sure they do the right thing. It's disgraceful and predatory.
Business Response
Date: 09/08/2023
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.
Customer Answer
Date: 09/10/2023

I am rejecting this response because I still havent received any communication from RXO.

Business Response
Date: 09/14/2023
Per the hub, you have been contacted and they are waiting for you to provide us with an estimate for repairs.
Customer Answer
Date: 09/18/2023

I am rejecting this response because agreement has not yet been reached. RXO has been responsive and we are working towards a resolution. I hope to close this complaint by the end of the week.
Business Response
Date: 09/19/2023
Hello *****,

It looks as though our claims team/hub management are waiting on estimates from you to move forward with this claim. Please provide and this can move forward. Thank you!
Customer Answer
Date: 10/04/2023

I am rejecting this response because:

This is a request to re-open a previous complaint. (complaint #********). RXO damaged my floors, refrigerator, and front door. The previous complaint has documented this with photographs. As soon as the BBB closed the claim due to me not responding, the company stopped responding to me to seek resolution. Supposedly they were going to issue a $1,125 check to me and I was supposed to receive an email confirmation. However, the check never came, nor did any email confirmation. The last contact the company made was on 9/21/2023. After multiple follow *** since, they have not responded.

Business Response
Date: 10/04/2023
Hello *****,

This has been addressed with the claims team and they are reaching out to you today to get you the latest update. Thank you
Customer Answer
Date: 10/05/2023

I am rejecting this response because:
I did not hear from the hub location despite the response saying they would call me yesterday.
Business Response
Date: 10/06/2023
Hello *****,

Our claims team proceeded with this claim on 10/4 and you should be receiving a settlement release soon. Please be on the lookout for that as this claim proceeds.
Customer Answer
Date: 11/01/2023

I am rejecting this response because:
Good afternoon - I still have not received the promised compensation. Can you re open this claim?

Thanks,
*****

Customer Answer
Date: 11/01/2023

I am rejecting this response because:

Good afternoon - I still have not received the promised compensation. Can you re open this claim?

Thanks,
*****

Business Response
Date: 11/01/2023
Good Afternoon,

We have reached out to the local facility and claims team to provide you an update on your compensation from this claim. As soon as we have an update, we will reach out to you directly. Thank you for bringing this to our attention.
Customer Answer
Date: 11/30/2023

I am rejecting this response because:

Good morning - this is in response to claim ********. I would like this re-opened since I have still not received the check RXO promised me for the damage they caused to my home, and the product they delivered. I have since replaced the product that was damaged, and the floors they damaged so I really need this money to pay my credit card. Please please have them contact me directly at ************

Business Response
Date: 11/30/2023
Hello *****,
We are reaching back out to our claims team now to see if we can get you an updated ETA of when that check will arrive. As soon as we have an update, we will reach out to you directly.
Customer Answer
Date: 12/03/2023

I am rejecting this response because I have not yet received an update from this the past two times the ticket has been reopened. I will keep this open until I hear from RXO regarding the status of the check.

Business Response
Date: 12/05/2023
Hello *****,
We just got word that your check was processed on 11/20 and at that point it will arrive to your location within 30 days. You may use check # 51015815 for your reference here. If we have any further updates, we will reach out to you directly.
Customer Answer
Date: 12/05/2023

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:08/28/2023
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.
I order a washer dry tower combo from ** looks like I lose because the RXO.I order on 16th with a deliver date of the 22nd first they reschedule to 24th on the 24th they showed with the product.they saw an old washer dry combo. that I paid extra to have them remove.they said the would have to talk to their boss, because connector beteween the old wash/dryer was too old. they let left with saying anything more taking my new washer/dryer with them the said then left with my washer and dryer.I talked to them serval times every call says likely scam,they said they could not reschedule deliver until the hand the unit back in warehouse. sound like made up they hung up on me.They decide they can no do nothing without me calling **. .. which makes little sense I am current calling *** hopefully I get the washer/dryer someday soon
Business Response
Date: 09/08/2023
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.
Our records indicate that your order was delivered on 8/29. Please advise if you still require our assistance with this matter.
Initial Complaint
Date:08/28/2023
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.
Had a Best Buy delivery/installation scheduled for August 26th. RXO Cancelled "due to severe weather" today despite the forecast for tomorrow looking great.BBY01-806785268415 I had to reschedule because of this. I hope they honor the new date.
Business Response
Date: 09/08/2023
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.
Our records indicate that your order was completed on 9/1/23. Please advise if you still require our assistance with this matter.
Initial Complaint
Date:08/25/2023
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.
delivery
Business Response
Date: 09/07/2023
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.
Can you please provide information regarding your complaint?
Initial Complaint
Date:08/24/2023
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 ship my furniture from IKEA. The delivery date is Aug 19. However, they ********* half of the order missing many items. They found those items was left in their warehouse. And they scheduled to deliver those item on Aug 22. On Aug 22, their agent said they cannot do the delivery because of truck issue and rescheduled to today(Aug 23). On Aug 23, they sent message telling the delivery window is ****pm. However, no delivery happened. I called the RXO agent. They said my items did not on the truck and did not know where they are. That is ridiculous. Missing many items, reschedule twice with nonsense reason. They even have not called back to confirm reschedule again. Actually, I have lost my trust for them.
Business Response
Date: 09/07/2023
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.
Our records indicate that your order has been delivered. Please advise if you still require our assistance with this matter.
Initial Complaint
Date:08/17/2023
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.
When RXO finally delivered our new ** washer and dryer purchased directly from ** we were in the finishing stages of a full renovation to our townhouse. The installation went fairly smoothly accept the installers never tested the connections to the water supply valves by actually turning the supply valve on, and after the water was turned on by us there must have been a small leak that was occurring. This leak initially went unnoticed until our freshly painted wall began to bubble out due to water damage, we immediately turned the water supply off, and contacted **. Its been several weeks now and we finally received a claim notification from RXO , possibly due to the very slow claim process ? We have still yet to be able to use our new *************** make any repairs to our damaged wall, or replace the water supply lines with the correct ones. The damage may very well be even greater than what is visible, and are contractor has suggested opening up the entire damaged area to check for internal damage, along with the presence of mold. They have now passed off this issue to their contractor ******** ******** Services of **********, ** who has done absolutely nothing to resolve this damage claim.
Business Response
Date: 08/23/2023
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.
Customer Answer
Date: 08/26/2023

I am rejecting this response because: RXO had agreed to settle this claim for the $ ******* in damages done as a direct result of a faulty appliance installation purchased through LG.com, but they have yet to follow up with the release form required in order for this claim to be paid out to me ?

Business Response
Date: 09/07/2023
Release was sent to the customer on 9/6, we received the signed copy today 9/7. We will begin to process payment and the customer should expect to receive a check for the agreed amount in ***** business days via *****
Customer Answer
Date: 09/08/2023

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:08/16/2023
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 bought a dryer from Wayfair a few months ago. It was delivered through ******** who uses RXO delivery. It took THREE WEEKS of calling to receive my items. They never had a delivery date scheduled until I contacted BBB and filed a complaint. Now, they delivered the WRONG DRYER and I have been going back and forth for weeks trying to get the right one. I am also in contact with *******, who has been the middle man between me and this delivery service. They will not give me a time frame for delivery, so I cannot even guarantee I will be home to receive the item. They had scheduled a delivery without any communication and now I have to reschedule. I have been told numerous times of days for delivery and they do not show up. Now, I called RXO myself and spoke with someone about the delivery. She said We can deliver it Friday. I cannot give you a time frame until the day before. You will receive an automated call with the time frame. The day off, we will call you 30 min prior to delivery. THEY NEVER CALL. This has to be the worst delivery service Ive ever seen. I just want my dryer.. its literally been almost a month now of back and forth.
Business Response
Date: 08/28/2023
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.
Our records indicate that your order has was delivered on 8/18/23. Please advise if you still require our assistance with this matter.
Customer Answer
Date: 08/28/2023

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. I was given a refund for the delivery from ******** so I accept this response.

Thank you.
Initial Complaint
Date:08/16/2023
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.
This delivery service is the worst ever.I agree with the previous poster- this company has no incentive to do even a decent job because they already have been paid.I was told by ******* that my range would be delivered and installed by August 10th.I received a call from RXO confirming the delivery. And when I asked about install, the lady said she wasnt sure if it was truck with an install team but to rest assured I would hear from someone within 24 hours.I didnt hear from anyone so I called again, and again I was told that I would hear from someone in 24 hours.I called again when I didnt hear from someone and they said essentially its out of their hands because they use a 3rd party for installation and have absolutely no idea when anyone will call me or install the range.Ive had this oven taking up space in my small house with NO end date. This is the worst company. No Im on an hour and 40 minute hold with ******* trying to just return this oven and get another one from Lowes who would install at the same time as delivery like every other appliance I have purchased To this date I have been told 6 times someone (*******, the manager?) would be reaching to me and not once have I heard from anyone.
Business Response
Date: 08/28/2023
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.
The installation of your appliance is to be completed by a 3rd party company. We have reached out to the company and provided them with your contact information, they should be reaching out to you to schedule a date and time.

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RXO is NOT a BBB Accredited Business.