Complaints

This profile includes complaints for V2 Logistics Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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V2 Logistics Corp. has 8 locations, listed below.

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• 

  V2 Logistics Corp.

  15 Grumman Rd W Ste 1500 Bethpage, NY 11714-5025

• 

  Hawaii Car Transport

  1920 Ala Moana Blvd Ste 501 Honolulu, HI 96815

• 

  Hawaii Car Transport

  1920 Ala Moana Blvd Ste 501 Honolulu, HI 96815-1109

• 

  V2 Logistics Corp.

  1717 Tidewater Rd Anchorage, AK 99501-1036

• 

  RoadRunner Auto Transport

  4411 S 40th St Ste D3 Phoenix, AZ 85040-2923

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:02/18/2025

  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.

  We used this moving service for 2 cars and one car got damaged. Not only did we pay thousands to get our vehicles moved, we also pur*****d their insurance. Well, we filed a claim right away in august of 2024 and have not received much communication or feedback resolving the issue. We want them to fix the damage and make this right. We are tired of the roundabout and no communication with our vehicle still damaged! Enough is enough. Worst company ever and we feel scammed out of thousands of dollars!!! Their customer service is not nice either, they will not listen to you or tell you they will call you back and they dont. Its a constant ***** as they sit happily with the money they took from you!

  Business Response

  Date: 02/19/2025

  Dear *** ****************** sincerely apologize for the frustration and inconvenience youve experienced. We understand how important it is to have your concerns addressed, and we regret any delays in communication regarding your claim. We want to assure you that your claim has been approved, and our claims department will be reaching out to you promptly to process it and work toward a resolution. Please know that we take these matters seriously and are committed to making this right.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The approval of the estimate is the lowest estimate that was approved which is not reasonable given we still will not know if itll cover the total damage that occurred on the companys behalf secondly now we will cough out more money due to your claims rep ***** stating it needs to be notarized!!! That costs more money. This resolution is not acceptable! Please have someone reach out to  resolve this matter asap. We will take this as far as needed if its not resolved given we have enough evidence we need to do so due to the lack of calls that are recorded, all the emails we sent right away to resolve this and getting back to us after WE chased you to make this right!! Do better, this resolution of approval is not reasonable at all! We spent thousands with proof of receipts and proof we also added your insurance! Its the lowest estimate not to mention now we need to go out of our way to pay for a notary. This is horrible horrible business! We did our end of proving everything. Now, do yours and fix the matter of the problem. We shouldnt need to notarize and pay more money for the damage your company did! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/20/2025

  Dear *** ****************** understand your frustration, and we appreciate your feedback. We want to clarify that the estimate provided is based on the information you submitted to us. Our goal is to ensure a fair resolution, and we recognize the inconvenience this situation has caused.
  

  Regarding the notarization, some notaries are available free of charge, such as at local banks, credit unions, or public libraries. We suggest exploring these options to minimize any additional costs. We acknowledge your concerns about the added expenses and want to assure you that we are following the standard procedures required for processing claims.
  

  We apologize for any inconvenience this has caused.
  

  Best regards,
  RoadRunner Auto Transport
  

  
  

• Initial Complaint

  Date:02/09/2025

  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.

  Awful service overall with absolutely 0 communication between myself, the carrier and Roadrunner (RR). Car was supposed to be delivered 2/7/2025 (yesterday). Obviously there are delays, however, the tracking information is NEVER updated and still says my vehicle is slated to be picked up 1/29/2025 (which was a day and a half late at 12:30 am). RR is unable to get in contact with the carrier and insists I remain optimistic and wait as they may take a few hours to respond. It's been a day and a half since I contacted the carrier and RR has not been able to figure out where my car is. The carrier has NEVER responded since they picked up my car.I'm assuming at this point the car is in a chop shop or has been shipped overseas somewhere. Completely awful customer service with a disregard for using decent carriers. I will be filing claims against this company if my car never shows up and putting in a fraud claim with my bank.

  Business Response

  Date: 02/10/2025

  Dear *** ****************** are pleased to see that the vehicle has been delivered as of today, 2/10.However, we sincerely apologize for the lack of communication and the frustration this situation has caused. We completely understand how stressful it is not to have clear updates on your vehicles location. While all pickup and delivery dates are estimated due to potential unforeseen delays, we acknowledge that you should have been provided with more timely and accurate updates.
  

  We regret that our team was unable to reach the carrier as quickly as expected. We expect the carriers we work with to maintain open communication, and we are actively working to improve this process. We assure you that we take these concerns seriously and will continue doing everything we can to enhance our service.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:01/17/2025

  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.

  This company assured me that they would be able to get each vehicle one by one with a tow truck from the driveway to the trailer as I have a steep slope driveway. This information was given several times and clearly ignored. They sub-contracted out to a third party which again I was told was not going to be happening and the driver damaged mine and my neighbor's driveway. He "pushed" the trailer up our shared drive and destroyed the sealant and gouged the asphalt. I requested that RoadRunner pay for the damages and they have given me the runaround and hung up on me several times. They will not make this right and I am out and additional $950 for the repair to the damaged driveway. They have since refused to answer calls. I have tried to get the third party they hired involved and the owner became violent on the phone, threatened to destroy my property and kill me. I had no idea that have two cars towed could lead to a police report and threats on my life and property.

  Business Response

  Date: 01/21/2025

  Dear *** *****,
  

  We sincerely apologize for the negative experience you had during your vehicle transport. We understand the frustration and inconvenience caused by the damage to your driveway and the unprofessional behavior you encountered. This does not reflect the level of service we strive to provide.
  

  Our claims department will be reaching out to you shortly to process the refund of $950 for the repair costs. We deeply regret that the actions of the carrier led to this situation and are taking this matter seriously.
  

  Please know that we are committed to improving communication and ensuring incidents like this are prevented in the future.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:11/12/2024

  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.

  08/14/24 - The hauler damaged my wheel well and they refused to pay the claim using the "it was previous damage" excuse which it wasn't. The hauler circled 3 small scratches on the pick up form and it arrived with the entire wheel well scraped. On top of that you can't get a hold of anyone in the claims department. I called and left four messages and they would never call back. Finally I got a hold of someone at the mail number.They also quoted me one price and then when it was time to pick up the car, they upped the price by $250. Bait and switch.

  Business Response

  Date: 11/12/2024

  Dear *** ******************** you for taking the time to leave your review. We understand how important it is to receive consistent service, clear communication, and timely support throughout the transport process. After carefully reviewing your concerns, wed like to provide some clarity regarding the claim for your vehicles damages and the rate adjustment prior to pickup.
  Regarding the damage claim, the Bill of Lading, which records the vehicle's condition at both pickup and delivery, indicates that the scratches on your wheel well were noted as preexisting. This document was signed by both you and the carrier at pickup and delivery, confirming the vehicles condition at each stage. Our records show that you acknowledged the condition noted at pickup and delivery by signing the Bill of Lading, which is why the claim was assessed as preexisting damage.
  
  When you initially reached out in August, our team promptly provided all the instructions and required paperwork to facilitate your claim submission. However, claims must be submitted within a specific timeframe to ensure we can follow up effectively. Unfortunately, as several months passed before you reached out again, we were limited in what we could do to assist with a timely resolution at that point.
  
  Regarding the rate adjustment, there are times when a surge in demand around a customers desired shipment dates can lead to limited carrier availability. In such situations, to help accommodate your preferred dates, we may offer an optional rate increase. Customers are always free to either wait until more carriers become available or cancel the order at no charge.
  
  We apologize for any frustration this may have caused and appreciate your understanding.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The preexisting damage to my car were 3 small scratches as indicated on the bill of lading.  The damage your hauler did was well beyond that.  As soon as I knew there was damage I reached out immediately.  It took me four weeks for me to get two quotes.  When I had them I filed the claim and heard nothing.  I had to call 4 times before someone told me they didn't have the claim because the link was expired.  Then, your bait and switch telling me a higher price after pickup was scheduled was unethical and I see from the BBB and your reviews on ****** that this is your common practice. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/13/2024

  Dear *** ******,
  

  Thank you for sharing your feedback.
  

  According to our records, your vehicle was delivered on August 16, and we received your first report of damage on August 28, twelve days later. As stated in the terms of agreement you signed, Damage claims must be made within five (5) days of delivery and include all pictures of alleged damage. Damage claims made more than five (5) days after delivery, or with incomplete documentation, will be denied. This requirement is in place to ensure timely and accurate processing of any issues and to prevent fraud. Not only did the claim come in after the designated time period, but also did not contain pictures showing proof of any damage.
  

  More importantly, per the terms of the signed contract, A claim for damages not documented on the Bill of Lading will be denied, as signing the Bill of Lading upon acceptance of delivery without any notation of damage constitutes conclusive evidence that the Customer or Consignee has received the vehicle in acceptable condition and that all other parties are relieved of liability.This document is a key part of the damage claim process, as it confirms the condition of the vehicle at the time of delivery. ******** ****** signed the Bill of Lading stating she received the vehicle in acceptable condition and did not mark any damage following her inspection of the vehicle.
  

  Without these safeguards in place, people would be able to make fraudulent claims for damage which occurred after the vehicle was delivered. As such, your claim has been denied.

  However, you are free to pursue No Limit (the carrier) directly.Their contact information is displayed on the attached Bill of Lading.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I did submit everything you asked for, including pics TWICE.  I'm not going to waste anymore time on this with an unethical company.  The issue is not resolved.  I will leave appropriate reviews on all rating sites and social media so others do not fall prey to your practices. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/08/2024

  Type:Product 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 am writing to express my extreme dissatisfaction with the service (or lack thereof) Ive received from your company regarding the transport of my vehicle. What was supposed to be a straightforward, reliable process has instead turned into a stressful, frustrating, and deeply disappointing experience.When I initially contacted your company, I spoke with a representative named **** *. He assured me that everything would be handled smoothly and that the coordination of my car's transport would be timely and transparent. He emphasized that once I made my payment, the company would stay in regular communication with me regarding the delivery status.After the payment was processed, the service I received was shockingly different. Despite several follow-up attempts on my part, I never received any updates or communication from your team. Not only did no one return my calls or emails, but I was also left completely in the dark about the status of my car and when or even if it would be picked up.What makes this even worse is that when I spoke to him I explained my urgent situation: I had just had a baby and needed to make an emergency flight to another city due to an extremely challenging personal matter. He never called/emailed me. Even worse, not only was my car never picked up, but I couldnt reach anyone from your customer service team to rectify the situation. I am now stuck in an even worse position, as I had to make alternative arrangements at the last minute, all while dealing with the stress of my personal emergency.This kind of customer service is not just disappointingit is entirely unacceptable. I trusted your company with my business and relied on your promises, and you failed to deliver in every way. I demand a full explanation of what went wrong, as well as a resolution to this situation. I also expect some form of compensation for the incredible inconvenience and that I have endured because of your company's lack of professionalism and communication.

  Business Response

  Date: 11/08/2024

  Dear *** ******,
  

  We're sorry to hear that your experience did not meet your expectations. Please note that your order was canceled on 5/22, and a full refund was issued. Your booking was placed on 5/19 for a requested pickup on 5/21. While we always strive to coordinate prompt service, all dates and times provided are estimates, as unforeseen circumstances can impact availability. Unfortunately,the first carrier we assigned had to cancel due to unforeseen issues, and though we promptly reassigned a second carrier for pickup on 5/22, the order was canceled at your request that same morning.
  

  Multiple representatives from our team reached out throughout the process, aiming to keep you informed of any updates or changes. To minimize such challenges, we recommend booking transport at least two weeks in advance, as securing an available carrier may take time, particularly during busy periods. We appreciate your feedback and regret any inconvenience this may have caused.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your response to my complaint regarding the transport of my vehicle. However, I must respectfully disagree with your account of the events, as it does not accurately reflect the experience I had with your company, and I feel that critical details have been overlooked or misrepresented in your response.
  While I appreciate your acknowledgment of the issues surrounding the transport process, I must emphasize that the core of my frustration stems from the lack of communication and inadequate customer service, which your team failed to provide at any stage of the process.
  Firstly, while it’s noted in your response that my order was canceled on 5/22, I want to be clear that I did not request the cancellation; I was left with no choice but to abandon the process due to the complete absence of communication from your team. I repeatedly tried to reach out for updates on the status of my vehicle and was met with silence. I spoke to **** *. initially, who assured me that the process would be straightforward, and that I would receive timely updates. However, after making the payment and finalizing the arrangements, I was completely ignored. Looks like your sales reps just want to make the sale and disappear. Highly unprofessional. I left numerous voicemails and sent multiple emails, all of which went unanswered. **** was highly responsive when he was trying to secure my business, but after I paid, he never followed up again. To be clear, there were no calls, emails, or updates from anyone at your company after that initial contact, despite my repeated attempts to reach out.
  It is deeply frustrating and, frankly, cruel to be left in limbo with no information about the status of my vehicle. In the midst of an urgent personal situation, I was unable to rely on your company to deliver even the most basic customer service. At no point did I receive an explanation for the delays or any reassurance that my vehicle would be picked up as promised. Your claim that "multiple representatives" reached out is inaccurate. I received no contact from your team, and I was left not only uncertain about the status of my vehicle but also with no clarity about when, or if, the transport would happen at all. When I tried to reach customer service via the main line, it took forever to get a hold of anyone and when I finally did reach someone (******), he was very rude.
  As I mentioned in my initial complaint, this experience occurred during a personal emergency, and your lack of communication only added unnecessary stress to an already difficult time. I find it unacceptable that after spending both time and money, I was left in the dark with no one to turn to for answers.
  Moreover, I am disappointed that your response has focused on external factors such as "unforeseen circumstances" and the suggestion that booking transport should be done “at least two weeks in advance.” While I understand that logistics can sometimes be unpredictable, the failure to keep customers informed is a failure of customer service. Even if there were delays or cancellations, it was your company's responsibility to keep me in the loop with regular updates. Instead, I was left to wonder what had happened to my car, my money, and my time.
  I continue to expect a full explanation of why I was not informed of these developments in real-time, and I insist on some form of compensation for the severe inconvenience this caused. A refund, while appreciated, does not begin to address the stress and disruption I experienced. Given the circumstances, I believe compensation for the time wasted, the additional costs I incurred to make alternative arrangements, and the emotional toll this has taken is both fair and justified.
  I hope you will take this matter seriously and provide a satisfactory resolution. This situation could have been handled far more professionally, and it is my hope that you will make amends for the lack of follow-through and communication on your part.
  I look forward to hearing from you soon with a more meaningful resolution.
  Thanks.
  

  
  

  
  
  ******** *
  
  
  
  
   
  

  Business Response

  Date: 11/15/2024

  Dear *** ******,
  

  Thank you for taking the time to share your concerns. We truly regret that your experience did not meet your expectations and that you felt let down during an already difficult time. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
  

  As per our records, our team made several attempts to contact you during the transport process, including leaving voicemails, though we understand that you may not have received or acknowledged these communications. We also issued a full refund for your order, as you ultimately chose not to proceed with the shipment. We sincerely apologize if you felt unsupported during this time and for any inconvenience caused.
  

  That said, it is important to clarify that your order was canceled in May, and the transport did not take place. While we empathize with your frustrations, requesting additional compensation for an order that was fully refunded and did not proceed is not something we are able to accommodate. Additionally, we believe the resolution provided six months ago was comprehensive, and revisiting the matter after such a significant time lapse limits our ability to investigate further or provide additional resolutions.
  

  We remain committed to improving our processes and communication and take your feedback seriously as we work to enhance our services.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 
  Dear V2 Logistics Team,
  
  Thank you for your response. However, I must again disagree with your account of events, particularly regarding the communication—or lack thereof—from your team. You claim that your representatives made several attempts to contact me, including leaving voicemails, but I did not receive any such communication. I made multiple attempts to reach your team via phone and email, and none of my inquiries were acknowledged. I find it difficult to believe that voicemails were left when I received no updates whatsoever.
  
  The most frustrating aspect of this situation was the complete lack of follow-through from your representative, **** *. He was extremely responsive before the sale, assuring me that I would be kept in the loop throughout the process. However, once payment was made, he stopped responding entirely, leaving me without any updates on my vehicle. This is highly unprofessional. Why did **** *uddenly stop communicating after the sale was completed?
  
  I also found it nearly impossible to reach anyone else at your company. When I did manage to get through, I was met with rude and unhelpful customer service. Being treated this way after making a purchase is both frustrating and unacceptable. This seems to be part of a broader issue, as I’ve read many similar complaints in your online reviews about difficulty getting through on the phone and poor customer support.
  
  Yes, I'm following up 6 months later because as I originally stressed in the initial booking process with **** that I had just had a baby and had an emergency that required me to leave the state. You would think that your sales folks would have an understanding an sense of urgency to follow up after that but that was not the case. Stating that you can't look into this because it has been 6 months later is unprofessional.
  
  While I appreciate the refund, this does not resolve the stress, frustration, and inconvenience caused by your company’s failure to deliver on its promises. The lack of communication, missed deadlines, and the added stress during a personal emergency are not addressed by a refund alone. I believe further compensation for the disruption and emotional toll is warranted.
  
  I would appreciate more clarity on why communication broke down so completely after I paid and why I was left without answers. I trust you will take these concerns seriously as you work to improve your processes for future customers. 
  ******** *
  
  
  
  
   
  

• Initial Complaint

  Date:11/01/2024

  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 company picked my vehicle up 9/14/24 to transport them from ******* to *******. They both verbally and by email assured me that my vehicle was covered up to $15,000 from driver negligence. They ended up damaging my vehicle and now are refusing to pay for the damages. The total damages are $2,800.

  Business Response

  Date: 11/04/2024

  *** ***************** apologize for the frustration and inconvenience you have experienced during your recent vehicle transport. The carrier assigned to transport your vehicles was F1 Auto Transport **** Their contact information is listed on the Bill of Lading you signed with them. They did have a $250,000 cargo insurance policy in place covering both of your vehicles during transport. However, there has been a dispute over whether the damage you are claiming actually occurred during transport. F1 Auto Transport has adamantly denied causing any damage to your vehicle. We understand you called the police upon receiving the vehicle, and the police report seems to agree with F1 Auto Transports claims.
  
  We did put in a claim on your behalf with F1 Auto Transports insurance company- ********************. The claim is currently pending with ******* under Claim Number ******** Policy Number ************. We see that you have referenced a brief email stating there is coverage for driver negligence, but as was explained to you in the much more detailed writing of your signed contract, those claims are to be made against the carrier and ultimately are approved or denied by their insurance company following their investigation.
  
  Sincerely,
  RoadRunner Auto Transport

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This company has lied multiple times that I have through email. First they claimed the vehicle was damaged after I took it home, then when I said I have a police report proving otherwise they claimed I didn't file the police report and that the delivery driver did. Once I proved I had the police report now it's something else. I don't care if they contracted the shipping to someone else, they still hired someone who damaged my vehicle. They're responsible. This is ridiculous, pay what you promised for damaging my vehicle. All this company does is lie, it's pretty wild companies like this are allowed to operate in America and just scam people.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/15/2024

  *** ******,
  
  Kinsale Insurance has determined the dollar amount of the damage sustained to your vehicle to be below the amount of their insured’s deductible. However, F1 Auto has approved your claim in the amount of $500. A release has been sent to your email and as soon as you send it back, we can have a check sent out the same day for that amount.
  
  Sincerely,
  RoadRunner Auto Transport

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This amount is not even close to what it will cost to repair the damage. Again if you didn't see the quotes I sent, they were between $1,800-$2,800. $500 doesn't repair my vehicle.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:09/25/2024

  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 paid to get my vehicle shipped from Hawaii to **************. I drove it to Hawaii port substation, from there the company drove it to the actual port and loaded my car on the vessel. Once my vehicle got to the port in **********, Hawaii Car Transport called me and stated my vehicle was "non-operational" and that i needed to pay port fees and "non-operational" fee from ** to **. I paid the fees and when it got to NC, their driver stated that the vehicle was operating correctly and I have a video of him starting and driving my vehicle off the car trailer! I called Hawaii Car Transport for a refund for those fees and they told me flat out no! I'm out over $1300 in extra "non-op" fees and my car starts and runs to manufacture standards! I got scammed! From what I can tell this is a veteran owned company that is s******* over military families and everyone else for that matter.

  Business Response

  Date: 09/26/2024

  Dear *** ******,
  

  Thank you for your review and for bringing this matter to our attention. We understand your frustration regarding the non-operational fees and want to provide clarity on the situation.
  

  Several carriers were dispatched to the port to pick up your vehicle, but they all reported being unable to get it started. Additionally, the port authorities confirmed that your vehicle was non-operational at the time it arrived at the port. We assigned Fast Car Go to handle the transport from ********** to **************, and after reaching out to them, we were made aware that you gave the driver permission to inspect the issue. The driver, who also happens to be a mechanic, discovered and resolved a problem with the carburetor, allowing your vehicle to start and operate properly upon delivery.
  

  Transporting a non-operational vehicle requires significant time and effort, including additional equipment and coordination to load, unload, and transport the car safely. As the vehicle was verified to be non-operational by multiple carriers and the port, the fees were applied based on its condition at that time. While we understand your concerns, the non-operational status at the point of pickup warrants these charges, and no refund will be issued.
  

  Best regards,
  Hawaii Car Transport 

• Initial Complaint

  Date:08/29/2024

  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 had an extremely disappointing experience with Puerto Rico Car Transport and ******************* My car was confirmed for pickup and overseas moving. The initial pickup date for my car was scheduled for Thursday, August 22nd, 2024, they even charged me on this date. However, the driver changed it to Friday, August 23rd, promising to arrive in the morning. Unfortunately, the driver never showed up on Friday as promised.After another round of confirmations, the pickup was rescheduled for Monday, August 26th, yet the driver still failed to show up. Despite multiple confirmations, there was no communication from the driver regarding the cancellations. He ignored my calls and texts, even during initial contact on Thursday, August 22nd, 2024, leaving me in the dark and forcing me to chase him for answers the following dates. This lack of communication and professionalism led to significant financial losses. I couldn't change my flight and ended up losing money because of their repeated failures to honor the scheduled pickups. The entire situation was not only stressful but also costly. I had to escalate the issue myself, as neither company took responsibility for informing me of the delays or rescheduling the pickup. This disrupted my entire moving process, and I cannot stress enough how frustrating this experience was.My experience was both time-consuming and expensive.

  Business Response

  Date: 08/29/2024

  Dear ****************,
  
  Thank you for bringing this matter to our attention. As per your request, your order has been canceled, and a full refund has been issued.Please note that it may take a few days for the refund to appear in your account, depending on your banks processing time.
  
  We deeply regret the inconvenience you experienced due to the repeated delays and lack of communication. We understand how frustrating and stressful this must have been, especially with the impact it had on your moving plans and financial situation. While we do our best to coordinate timely pickups, there are times when unforeseen circumstances arise, causing delays.Unfortunately, this was the case in your situation, and for that, we sincerely apologize.
  
  Your feedback is incredibly valuable to us as we strive to improve our services and ensure that such situations are handled more effectively in the future. We are sorry that your experience did not meet your expectations and disrupted your plans.
  
  Best regards,
  Puerto Rico Car Transport 

• Initial Complaint

  Date:08/27/2024

  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 started doing business as a customer with ********************** on July 11, 2024. I have used them in the past and agreed to pay $1,189.00, inclusive of additional insurance for $95.00, to ship my vehicle from ******, ******** to ************, **********. The vehicle arrived damaged on July 30, 2024. The windshield was cracked. The delivery driver noted that he received the vehicle in this condition, and that there were photos taken of the vehicle at that time. Because photos were also taken when the vehicle was picked up (with no windshield damage), I did not worry about being reimbursed the cost of repair. I opened a claim the next day (July 31, 2024) and submitted all necessary information within a week (photos, repair quotes, etc.). *************************, a representative of the RoadRunner ****************** confirmed receipt immediately, on August 6. ***** took a little while to get back to me regarding claim approval, but on August 12, 2024, she sent me an email (attached) confirming that if I signed and got notarized RoadRunner's (V2 Logistics) release document, that I would receive payment. I did that that day, and the document was delivered to RoadRunner's physical office on August 16, 2024. Today marks 6 business days since hearing from RoadRunner. No out of office emails or updates have been received. It's radio silence. Additionally, I have placed over ten calls to the ***************** between August 12 and 26, and not one has been answered. I'm forced to assume that RoadRunner is neglecting my claim and me as a customer.

  Business Response

  Date: 08/27/2024

  Dear ******************,
  

  Thank you for taking the time to share your experience with us. We sincerely apologize for the delay and any inconvenience this has caused you. We understand how important it is to resolve these matters promptly, and we appreciate your patience.
  

  We wanted to inform you that your claim has been processed, and a check was mailed out yesterday, August 26, 2024. Additionally, our ***************** sent you an email confirming this update yesterday. We hope this resolves the matter to your satisfaction.
  

  We are committed to ensuring our customers receive the best service possible.
  

  Thank you for choosing RoadRunner.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:08/09/2024

  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.

  Reference to Quote #******** On July 16, 2024 I received a quote from Roadrunner Auto Transport July 26, 2024 I called in and spoke with ******************* from Roadrunner Auto Transport I was very specific in asking is the quote July 16, 2024 for $1095 total still valid he said yes and I said ok will book. I received a esign and it did not have the total but proceeded because he had confirmed. When I received I saw $1222 I tried contacting ******************* and he stated someone will call me back to discuss it was out of his hands never received a call. I sent him an email and called several times no response. It is not right for him and this company to do a bait and switch. I did receive my car and I have to say the Carrier: ***************** ************ from ******* they were EXCELLENT! I can not say the same for Roadrunner Auto Transport for their dishonesty.

  Business Response

  Date: 08/12/2024

  Dear **********, 

  Thank you for sharing your experience. We sincerely apologize for the confusion regarding the quoted price. We strive to provide accurate and competitive rates, but due to variables such as changes in fuel prices, availability, and market demand, online quotes can sometimes fluctuate. When this occurs, our standard procedure is to confirm any rate changes with our customers and provide updated terms in the e-sign document.
  

  In your case, we understand that the final rate of $1,222 was higher than the original quote of $1,095. We apologize if there was any miscommunication during this process. We did send the updated terms, which included the new rate, and proceeded once the agreement was signed. We regret any frustration this caused and assure you that our intention was never to mislead.
  

  On a positive note, were glad to hear that the carrier, ***************** Trucking Inc.,provided excellent service in delivering your vehicle. We value your feedback and will use it to improve our processes and communication moving forward.
  

  Thank you for choosing RoadRunner Auto Transport, and we hope to have the opportunity to better serve you in the future.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I specifically asked ******************* the quote dated July 16, 2024 was still valid and he responded yes! That to me is misleading and to send an esign with no quote price is wrong also because I believed the quote was still good.

  Next time if I do not see a price on the esign I will not sign and request a pdf form to see it in writing from company.

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