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

  1258 Humber Place Unit B Ottawa, ON K1B 3W3

• 

  RXO

  3515 Urbancrest Industrial Dr Grove City, OH 43123-1766

• 

  RXO

  4279 Crosspoint Dr Ste O Ladson, SC 29456-6750

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:07/18/2023

  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.

  We ordered a washer from Lowes. RXO is the vendor who delievered and installed. Our previous washer was working properly. Hot water and cold water both working properly prior to installation. RXO delivered and installed the washer. They damaged the washer itself upon delivery, and then upon installation, they damaged the "Hot Water Connect" for our washer to get hot water. They told me that the parts we had were "cheap" and that is why it broke. They explained that we would need to contact our own plumber to fix it. I filed a claim and was contacted by their "Supervisor". She was combative and offered no resolution except repeating that they were not responsible because the pieces used on the connections were "cheap or wrong". I explained that the washer was functioning properly prior to installation, as were both water connects. Since now the hot water portion is broken and the installer admitted that it broke during installation, we would like to have assistance with this repair which will cost near $500.00 out of pocket. Our baseboards were also damaged by leaking water upon the the installation and the installers looked to have jammed a small towel near the bottom of the washer so as to soak up some of the leaking without telling us.

  Business Response

  Date: 07/21/2023

  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:07/18/2023

  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.

  RXO was selected as the carrier for ** appliance delivery/installation. RXO came on 6/14 we paid for install and removal, they could not install the new dishwasher or microwave. The fridge was dented & they incorrectly connected water line causing water to pour onto the floor damaging the ceiling in the basement. The washtower & the range were incorrect & needed to be replaced. On 6/23 they came with the new ones RXO said they didn't know they were to install the ***************** just left them in their rooms. We contacted ***************************** told us someone would come next day to do the install. On Saturday they came with incorrect parts for the installation again. RXO told us they would return on Monday & make sure the manager got the parts and order. RXO returned Monday AGAIN with the wrong kits. They took pity on us & went to ********** to buy the items needed ************************** we brought in a contractor install, along with repair of the *************** in the basement after they damaged from the water. We also had to pay for for haul away of the old dishwasher. The water line has yet to be installed in the new fridge. The electric appliances that RXO picked up on 6/23 to return to ** so we could be provided a refund of $2,848 has been delayed as they have yet to do so. ** they told us RXO should deliver them after they picked them up, RXO told us they were waiting on ** to contact them. We were told to call RXO back later on 7/14 after speaking to them around 10am. We spoke with them a second time they told us they would need to see if the appliances awaiting return "could be located". We called again on 7/17 & were again told they "have no answers". After being transferred multiple times we did finally get the operations manager on the line. He had no ************** have to call back. We've now spent thousands on appliances, had repairs made & have nearly $3000 in limbo as wait on RXO if they can even find them.

  Business Response

  Date: 07/18/2023

  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 not able to locate your order using any of the information from your complaint. Would you by chance have a RXO tracking number or retailer reference number that can be used to locate the order?  Or perhaps the order is under a different name and phone number?  

  Customer Answer

  Date: 07/18/2023

   
  I am rejecting this response because: more information was requested. 

  it is as follows:

  Name: ***** *******
  Email: ******************************************
  LG Order Number: 2006212763
  Shipment Number: 2002649894
  

  
  

  Business Response

  Date: 07/21/2023

  Thank you, we were able to locate your order with the information provided.  We are escalating this complaint to the Senior Manager at the hub to address; we will work towards a resolution. 

  Customer Answer

  Date: 07/21/2023

   
  I am rejecting this response because: effectively "we'll work on it" is the same response we have received with each phone call we've made to the business over the course of the last month, meanwhile I am still waiting on an almost $3000 refund because of RXO's negligence and nonchalance in regards to this matter. 
  
  

  Business Response

  Date: 07/25/2023

  We are working with ** on your request, we will provide an update once they have given us a resolution.

• Initial Complaint

  Date:07/17/2023

  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.

  On June 19, 2023 I ordered a range from Frigidaire and they unfortunately contacted the delivery out to RXO. I requested a 7/13/23 delivery date as this is for my parent's house and I would only be there for a few days to take the delivery. On 6/30/23, ********** updated me they had transferred the item to RXO. RXO order # RXONC70OLFAU1JSF23 On 7/12/23, I get a delivery reschedule notification from RXO with no date for the rescheduled delivery. 7/13/23 I still have no contact from RXO confirming delivery window. So I chat with RXO (their phone number is garbage automation where you can only confirm delivery instructions or reschedule a delivery date by pressing 1,2,3 etc.) and they tell me they haven't received my item from Frigidaire so there is nothing to deliver. Then I call Frigidaire and they confirm it was handed over on 6/30 but will reach out to find out why RXO can't find it.It's now 7/17 and RXO magically found my item but refuses to try and deliver any earlier than 7/19.My item is at their hub 2hrs from the house and they won't try to find a way to get me my item any earlier than a week after they were supposed to.How they managed to misplace a stove is beyond me and now they think it's fully acceptable to make the customer continue to wait because of their incompetence... what a joke.When I asked to speak with a manager via chat again they gave their general phone number which only gives 3 options:Hear your scheduled delivery info, change your delivery date, hear their delivery instructions.All of it is automated, there is no way to bypass or ask for an actual human being.

  Business Response

  Date: 07/18/2023

  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 have escalated this complaint to the Senior Manager at the hub to address and ensure that your order is delivered as promised on 7/19/23. 

  Customer Answer

  Date: 07/20/2023

   
  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.

  The item was delivered 7/19/23, undamaged.

  
  Thank you. 

  
  

• Initial Complaint

  Date:07/12/2023

  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.

  They received my item 7/3. Promised 7/11. Did not show up. Furgit to put on truck. Now stating 7/22 is next available because they do not want to waste gas with just one delivery. They say if they do not get enough deliveries for 7/22 (new date) may not deliver and another anotgercdate given. I purchased my item based on a delivery date of 7/11. Now they are unable to guarantee any date. Plus, no effort was made to rectify their mistake. All they care about is their gasoline costs - which have nothing to do with me. I want my item ASAP. NOT IN TWO WEEKS.

  Business Response

  Date: 07/14/2023

  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 is currently scheduled for Monday 7/17/23.  We are working with locals ops to ensure your order is delivered on that date.
  
  
  

  Customer Answer

  Date: 07/16/2023

   
  I am rejecting this response because I have not received the item. I'm happy to change it once it's delivered. He says Monday, but no one has called me about the delivery window as promised. 

  Once received happy to accept. But accepting it now is too early. Ilivers delivered. Thank you. 

  
  

  Business Response

  Date: 07/17/2023

  The order was scheduled for today, between 1 pm and 5 pm.  We reached out on Saturday via text to provide a time window and also today when the team was on the way.  Please be advised that the phone number that we currently have on file is **************, which is not the phone number listed on this complaint.  Please give us a call at ************ to reschedule the order and if you would like to update the phone number.

  Customer Answer

  Date: 07/18/2023

   
  I am rejecting this response because:
  

  This is an absolute lie. This did not happen  in fact they never showed up again. my attorney spoke to *********************.    

  They should be sanctioned for such lies 

  Last, they stated two times the issue is gasoline and lack of trucks  - odd given both are needed  to deliver things  

   

  before they respond please ask they provide photo proof and doc that the delivered  

   

  Their lies are a hope I do not get to this in 5 days and they are cleared by the default no action response  

   

  
  

  Business Response

  Date: 07/21/2023

  Proof of delivery is attached.

• Initial Complaint

  Date:07/11/2023

  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.

  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. Still Waiting ?

  Business Response

  Date: 07/13/2023

  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:07/03/2023

  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.

  StormWash 48 dBA Dishwasher in Stainless Steel MODEL NUMBER: DW80R5060US/AA SERIAL NUMBER: ************** ORDER NUMBER *********** I order a Diswasher from ******** The guys that delivered the dishwasher stated that they couldn't install the diswaster because they couldn't turn off the valve under the sink. I was told he tried it by hand and he tried it with a wrench, and that it was stuck and that i would have to have the whole pipe replaced. i hired a plumber to come give me and estemate on how much it would be to replace the piping so once he got here he decided to see what RXO installers were talkin about the value being stuck. the plumber was able to turn it almost by hand. This let's me know that the RXO installers didn't want to do the Job in the first place after i paid for the installation service. i need them to send out a Installer ASAP or l give me my money back the $189.00 for the installation that didn't happen. One thing I hate is being lied to especially after i paid for the service. I called RXO Twice 7/2/2023 to have somebody come and install the dishwasher. I was told that somebody would call me more lies. I need my money back for the installation ASAP.

  Business Response

  Date: 07/06/2023

  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: 07/06/2023

   
  I am rejecting this response because:  This is the Response they give for all complaints.  I want my refund they continue to do business by stalling the process
  
  

  Business Response

  Date: 07/11/2023

  We have issued you a $200 gift card to refund you for the installation.  You will receive it via **** in **** business days.  You may leave this complaint open until you have received it in the mail. 

  Customer Answer

  Date: 07/12/2023

   
  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:07/03/2023

  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 ordered a bed from Serta and RXO was chosen as the carrier. The delivery was scheduled for the 30th of June between the hours of 2pm and 6pm. I remained home to receive the delivery. After roughly two hours passed outside the delivery window, I called and requested a status update. The operator told me that the shipment was still out for delivery and the driver would contact me. I was never contacted. I watched some shows with my wife and ate dinner expecting a late delivery. When I checked the tracker again, it stated that the driver couldnt make the delivery because we werent home. I was told I would be called 30 min before delivery as well, which never happened. I called an operator and obtained the drivers name, told it would be recorded as a false driver claim, and my complaint would be escalated. Looking at some of the other complaints I can assume that doesnt hold much weight. This bed was already delivered once when we were out of town about two weeks after we had changed the delivery date. The driver called me during a business meeting and informed me his docket said he had to deliver the bed. When contacted by his hub, I was told if I wanted to reschedule, I would have to reschedule through their application. When asking what time the delivery was set for in their system, it was the date I had changed it to, which was today. It was correct in the system, the driver had no clue, and I still had to reschedule for a date already in the system. Now were here a month later and the bed didnt get delivered. So now we have to reschedule after the escalation team contacts us tomorrow for a bed that was never delivered in the first place? Thats a problem. Now my wife has no bed. Wed just like the bed delivered immediately, please.

  Business Response

  Date: 07/06/2023

  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:07/03/2023

  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 refrigerator from ******* and it was supposed to be delivered on Friday June 30th. The delivery team messed up the order. They claim no one was present at the property at time of delivery. Which was not true. I was home all day. No one ever came to the door or rang the door bell. I constantly looked outside to see if anyone showed up and nothing. The same day I talked to multiple people at their customer service to try and resolve the issue and have them deliver as scheduled. Not a single thing happend after they said they would re-route the driver back to the property. Then I fought with them to get a delivery scheduled for today Monday July 3rd. And they guaranteed a delivery. Now all of a sudden there is a issue and they can't deliver it. Yesterday I talked to an ********* at their resolutions center. She said she would get in touch with the delivery team and place the order on high priority and that someone would be in touch with me today with an update. And still they have not reached out to me. So around 9:30 this morning July 3rd I called them back really upset because this was like the 9th time I called them to try and resolve this. They said there was nothing they could really do and rescheduled a delivery for Thursday July 6th. This is absurd. I want them to honor their orginal time they said they would and stop giving me lies and actually do what they said they would do.

  Business Response

  Date: 07/06/2023

  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 currently show that your order is scheduled for delivery today, we have reached out to ************* to please prioritize this being completed. 

• Initial Complaint

  Date:07/01/2023

  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.

  RXO TRACKING#RXONC7OO1DMWXDIF23RETAILER TRACKING: 717142835Replacement of Microwave and haul away of Microwave, Stove and DishwasherFraudulently reported as "Cannot Perform Stop-Consume fully refused the order."No one contacted me, no one showed up. I did not refuse anything; this is a lie.My first call today at 11:30; the rep hung up on me. The Live Text person, ******, said my phone was not a match. When I called in, they immediately found my number and reported that the Microwave has been delivered today.I called back again and then spoke to ****, who escalated the situation and seemed to understand.The entire story is related to my ******* Delivery #US153099356. The rep was not able to install any of the items. ******* returned the service fee. Then the Microwave died after only a few days and ******* sent RXO back out for delivery today, 6/30/23 ****. This did not happen.2.1 cu. ft. Over-the-Range Microwave with Sensor Cooking in Fingerprint Resistant Black Stainless SteelMODEL NUMBER: ME21M706BAG/AASERIAL NUMBER: 0B8C7WOW300380SCHEDULED DELIVERYThere has been an unexpected delay, we will update the new delivery date at the earliestREPLACEMENT REQUESTEDREQUESTED ON JUN 26, 2023Please contact the company and get them to fufill their part: Replace the Microwave and install the replacement. Haul away the Stove and Microwave that are in my driveway.

  Business Response

  Date: 07/06/2023

  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: 07/06/2023

   
  Better Business Bureau:
  
  RXO contacted me today to say that the Microwave is on the way and they called and confirmed installation will be scheduled when they receive the product from Samsung.
  
  They also checked if anything was needed.  The Stove & Dishwasher were given away, so RXO does not need to haul these away after all., 

  Not yet resolved, but good communication.

  **** With

   

• Initial Complaint

  Date:06/30/2023

  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.

  Their delivery men who delivered my new fridge damaged my home. They scratched my wood floor, damaged my sliding glass door while removing/replacing the door and damaged another interior doors resulting in more damage to my hardwood floor. I submitted a damage claim and ******, a representative from the company, came to my home in an unmarked vehicle to view the damage. ****** was unprofessional and rude and I finally asked him to leave my home because I felt unsafe with him. After several more follow up emails/calls, I finally received a letter today denying my claim for the reason that they determined the damage was pre existing to my hard wood floor, as the delivery people did not deliver to my hallway (there is no damage to my haulway, nor have I ever claimed damage to my hallway). There was no mention of the damage to my doors. I have follow up phone calls and emails still left unanswered.

  Business Response

  Date: 07/06/2023

  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 not able to locate your order using any of the information from your complaint. Would you by chance have a RXO tracking number or retailer reference number that can be used to locate the order?  Or perhaps the order is under a different name and phone number?