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.

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

• 

  RoadRunner Auto Transport

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

• 

  Road Runners Transportation

  53 Blue Spruce Drive Bear, DE 19701

• 

  V2 Logistics Corp.

  1717 Tidewater Rd Anchorage, AK 99501-1036

• 

  Hawaii Car Transport

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2023

  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.

  Good Morning BLUF: THE Carrier KDA Trucking LLC Never Arrived To Pick-Up The Vehicle -Road Runner Auto Transport, on 20 Oct 2023 I booked an auto transport with a pick-up on 21 Oct 2023. According to your policy, my card would not be charged unless a carrier is assigned. I received an e-mail confirming the carrier, KDA Trucking LLC, would d pick up the vehicle. I also called the office and the receptionist confirmed the carrier would pick up the vehicle on 21 Oct 2023. I waited until 10:00PM on 21 Oct. No call, no show.-I Informed the receptionist that I was currently staying at a hotel and that I was concerned about the pick-up not occurring. -This is my sons car who just graduated from the Air Force Basic Training and is now headed to ************************** -Since I had to fly back to ****************** to go back to work, I had to move the vehicle to ***********************************************************************************-I would either like the pick-up address updated/vehicle picked up and delivered from the new address OR a full refund since the carrier never came.Thank you for your assistance. I look forward to your response as a Veteran Owned Business servicing Active Duty personnel. V/R ***********************, SMSGT, USAF Senior Enlisted Leader, *** ********************************** ***************, ******** *****

  Business Response

  Date: 10/30/2023

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

  Thank you for reaching out to us and providing your detailed feedback regarding your recent experience with RoadRunner Auto Transport. We sincerely apologize for the inconvenience and any frustration you *** have experienced. We appreciate your service and your trust in our company as a Veteran Owned Business.
  

  We understand the importance of your son's vehicle transport, and we would like to address the concerns you raised in your review. Firstly, we are pleased to inform you that your vehicle was picked up at the address you provided, and it has been successfully delivered to its destination. We apologize for the delay and any uncertainty you *** have experienced.
  

  We would like to clarify that all dates and times for transport services are indeed estimated due to unforeseen delays that can occur during the transportation process. Although we strive to meet our estimated schedules, sometimes external factors beyond our control *** lead to delays.
  

  In this particular case, it appears there was a miscommunication or delay in the carrier's arrival, and we are taking steps to ensure better coordination in the future. We understand the importance of timely service.
  

  Your satisfaction is our priority, and we are committed to providing you with the service you deserve.We appreciate your understanding and patience throughout this process. Once again, thank you for choosing RoadRunner Auto Transport, and we thank you for your service.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Alaska Car Transport to ship my minivan from ******, ** to *********, **. The estimated arrival date was *************************************************************** *********, ** on 12 Sept. As of the writing of this it has been approximately 2 weeks that my vehicle has sat in *********. I received no contact as promised when it arrived in *********. I was not warned that they have trouble acquiring transportation for vehicles from ********* to ********* or I would have had it shipped to ********* and flown down to get it. At this point I am considering calling them to unload my vehicle in ********* so I can fly down and retrieve it, this means arbitration and meditation to declare them in breach of contract and demand a full refund.In my vehicle is medical equipment I need for an injury sustained in the military. They are aware of this. DO NOT USE THIS COMPANY OR ANY OF THEIR ASSOCIATED BUSINESSES.

  Business Response

  Date: 09/29/2023

  Dear ****************,
  
  Thank you for sharing your experience, and we sincerely apologize for any inconvenience you encountered during the transportation of your minivan from ******, **, to *********, **. We truly value your feedback, and we are glad we had the opportunity to speak with you to address your concerns.
  
  Firstly, we would like to confirm that your vehicle has been successfully picked up by you in *********, **. We understand the importance of timely delivery, and we regret any delay you experienced. Please know that we did our utmost to facilitate the transport of your vehicle to *********, **. However, our services rely on carrier companies whose schedules can change weekly, and unforeseen delays can occur.
  
  We understand your frustration with the situation and acknowledge that better communication is essential in these circumstances. We appreciate your patience and understanding during this process.
  
  We take your feedback seriously and will use it to improve our services, particularly in terms of communication and managing expectations. Customer satisfaction is our top priority, and we are committed to making improvements based on your experience.
  If you ever require our services again in the future, please do not hesitate to reach out to us. We are here to assist you, and we appreciate your business.
  
  Thank you for choosing Alaska Car Transport!
  
  Best regards,
  Alaska Car Transport 

• Initial Complaint

  Date:09/18/2023

  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.

  On 9/11/2023 I entered into a contract with Roadrunner Auto Transport to ship a 2016 F250 pickup truck from ******, ** to ***************. I opted for the standard protection package which protects agains damage caused by the carrier. I opted out of any additional coverage that would cover damage from weather, vandalism etc. The vehicle was picked up a day later than originally scheduled. I received no information regarding the status of my shipment. The vehicle showed up at my home for delivery the following day a day later than expected with no notice. Luckily my wife was home to sign for the vehicle. When I arrived home and inspected the vehicle I found a 4 gash to the sidewall of the passenger front tire. Tire still holding air but will require replacement. Contacted dealership who confirmed this was new damage from Carrier. Contacted Roadrunner auto transport who advised this would not be covered due to the fact carriers dont inspect the tires. This damage was done via the shipper while placing the vehicle on the trailer or removing. This is unacceptable and I shouldnt have to pay the cost for a new tire. Tire is around ****** plus tax. Business has been extremely difficult to do business with. The Carrier who transported the vehicle had zero communication and had very little regard for the transport of a ********* vehicle while under his care.

  Business Response

  Date: 09/25/2023

  Dear ******************,
  
  We appreciate you taking the time to share your feedback regarding your experience with RoadRunner Auto Transport. We take all customer concerns seriously and aim to address them appropriately. We are truly sorry to hear about the issues you encountered during your recent shipment.
  
  Firstly, we deeply regret any inconvenience caused by the delay in picking up your 2016 F250 pickup truck and the lack of communication regarding the status of your shipment. We understand how important it is for our customers to have accurate and timely information about their deliveries.
  
  Additionally, we would like to emphasize that the dates and times provided for shipments are estimated and not guaranteed.Factors such as traffic, weather conditions, and other unforeseen circumstances can affect the transport schedule. We apologize for any inconvenience this may have caused.
  
  We understand your frustration regarding the flat tire on the vehicle. It is our understanding that you purchased this used vehicle from a car dealership in ****, with no inspection of the vehicles individual tires completed at the time of purchase. Regardless, it is important to clarify that our terms of agreement explicitly exclude coverage for tire damage. This is included partly because it is not possible for the driver at pickup to judge the integrity of each tire and determine how much life each tire has left. This clause is especially important when dealing with used work vehicles, as the tires are often damaged through routine work long before the vehicle is picked up. Based on the foregoing and the fact that you agreed ahead of time that neither RoadRunner nor the carrier would be responsible in the event one of the vehicles tires failed during transport, your claim was denied.
  
  We appreciate your feedback, and we will use it as an opportunity for improvement. We are committed to providing better communication and service to our customers in the future.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team. We value your business and hope to have the opportunity to serve you better in the future.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 09/25/2023

  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]

  As the attached photo clearly shows, the tire was damaged by the shipper. The dealership the vehicle was purchased from had the vehicle inspected contrary to what Roadrunner stated in their claim. This vehicle was shipped from **** with no damage. This was not routine wear to a tire but a ***** in the sidewall that took place while loading/unloading. Pictures are available from the dealership showing no damage to passenger front tire. This cost me ****** for replacement and should be covered by the shipper. Again this is clearly damage caused by the shipper. Not a flat tire from normal wear. Again this vehicle WAS inspected prior to shipment. This in 100% unacceptable and I should not be held liable for the cost of the tire. In addition your contract states the Carrier will communicate pickup/delivery with parties involved. Carrier showed up for delivery with NO notice. I will accept a credit of ******. 

   

   

   

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

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

• Initial Complaint

  Date:08/31/2023

  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 booked with Road Runner Auto Transport on 7/13 to ship my Audi Q5 from ********** to ***** and when confirmed, was given an estimated pickup date of 8/13 and estimated arrival of 8/18.They booked me with ******* Trucking who I had used for shipping the car out to ********** with another shipping company and was requested by the owner to bring my car 30 minutes away the day before the estimated dropoff to make it easier for him to load and ship the vehicle.The vehicle sat in a parking lot until 8/19, the day after the estimated ARRIVAL of the vehicle. Not one time did I get word from Road Runner or the carrier that there was a multiple-day delay or anything similar. I was lied to by an associate at Road Runner on 8/16 that the vehicle was on the carrier and in transit when, in fact, the car was sitting in a parking lot not loaded onto the carrier.The car arrived in ***** at 11:00 PM on 8/21, forcing me to not be paid for my first day of work and be penalized for not attending my first day of classes at college. Two things I made clear to *************************** from ******* Trucking weeks before the pickup.When I raised this issue to ******************* from V2 Logistics, she offered no help to come to a solution. I thoroughly explained the situation to her and how I felt it did not amount to the scope of their services, mainly because of the lack of communication between all parties and the fact that the vehicle was not loaded until the day after the estimated arrival. I feel like Im getting nowhere with both V2 and Road Runner and feel as though I should receive a partial or total refund for this situation on their part.

  Business Response

  Date: 08/31/2023

  Dear ****************,
  
  Thank you for taking the time to share your experience with us regarding the transportation of your Audi Q5 from ********** to *****. We sincerely apologize for the inconvenience and frustration you encountered during this process. We understand the importance of timely and transparent communication, and we deeply regret any inconvenience this situation may have caused you.
  
  Firstly, we want to acknowledge the dates you've mentioned. It's important to note that in the shipping industry, all dates and times are estimates, subject to potential variations due to an array of factors beyond our control. The estimated pickup date of 8/13 and estimated arrival of 8/18 were provided based on industry averages and historical data.However, as you correctly pointed out, circumstances can indeed lead to deviations from these estimates. We understand that these deviations can be frustrating and have an impact on your plans.
  
  We acknowledge that the delay in communication and the subsequent delay in the transportation of your vehicle were major concerns for you. We want to clarify that we depend on updates from the carrier to provide accurate information to our customers. In this case,unfortunately, we did not receive timely updates from the carrier, and this contributed to a lack of communication regarding the status of your shipment.We deeply regret any confusion or misinformation you received as a result of this issue.
  
  We regret the lack of proactive communication from our end regarding the delay, and we apologize for any inconvenience caused by the misinformation you received from our associate. Our aim is to provide accurate and timely updates, and we acknowledge that in this instance, we fell short of that standard.
  
  In response to your concerns about compensation, we appreciate your feedback. We understand that the estimated dates and times provided were not met in this instance, and we apologize for any inconvenience this may have caused. However, we want to clarify that due to the nature of estimated dates and times in the transportation industry, we are unable to guarantee specific outcomes. As all aspects of the shipping process involve estimates, we must inform you that offering compensation based solely on these estimates is not within our policy.
  
  Nonetheless, we want to assure you that we take your feedback seriously, and we are actively working to review and address the situation. We are committed to improving our services and processes to prevent similar occurrences in the future. Your insights are valuable in helping us refine our operations and enhance the customer experience.
  
  Once again, we apologize for any inconvenience this situation has caused you and thank you for your understanding and patience.
  
  Best Regards,
  

  RoadRunner Auto Transport 

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• 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.

  The final quote on transportation was much higher then originally quoted.They called two days prior to pick up of the vehicle and increased the price again. I did not have time to get another carrier as time constraints limited the window we needed the vehicle.Vehicle was estimated to be delivered Friday August 25th. The ***** customer service line is unattended. the online tracking system does not work. The website stated on the answering service is non existent. It just states no attendant's available.There is no way I can track to see where my vehicle is currently at in the country.

  Business Response

  Date: 08/31/2023

  Dear ************************,
  
  Thank you for taking the time to provide feedback on your recent experience with our vehicle transportation services. We are pleased to learn that your vehicle has been successfully delivered, and we sincerely hope it arrived in good condition.
  
  We deeply apologize for the frustration you experienced due to the difference between the final transportation quote and the original estimate. We understand that transparent and accurate pricing is essential for a smooth experience. We want to clarify that the initial quote provided was indeed an estimate, and we always make it a point to confirm any changes in pricing with our customers before proceeding. It seems there might have been some confusion in this process, and we truly regret any inconvenience it may have caused you.
  
  Regarding the timing of the price adjustment, we want to provide some context. In this particular case, a carrier requested to pick up your vehicle two days before your ready date. This specific timeline requirement led to the need for the pricing adjustment. We deeply regret any inconvenience this may have caused you, especially given the time constraints you were under.
  
  We deeply regret the lack of communication and the challenges you faced with our ***** customer service line, online tracking system, and website. Effective communication and tracking tools are essential components of our transportation service, and we understand the frustration these issues may have caused.
  
  Your feedback on these aspects is invaluable as we actively work to enhance our services and provide improved communication options for our valued customers.
  
  Thank you for choosing our services, and we hope to have the opportunity to serve you better in the future.
  
  Best regards,
  

  RoadRunner Auto Transport 

• Initial Complaint

  Date:08/27/2023

  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.

  On August 3rd, I moved out to **************, **. I used RoadRunner Auto Transport to have my Jeep shipped out there. My car was picked up in **********, ** on August 1st. We had August 4th in the agreement for the drop off date because I was not going to arrive in town until the late evening of August 3rd.Instead of dropping it off on the agreed date, the carrier dropped the car off a full day early, on August 3rd. I was not there to receive the car or sign for it. Nobody received the car or signed for it on my behalf. I could not inspect the car for damages. The driver left the keys in the mailbox, without telling me. On August 4th, I arrived to pick up my car. I noticed several scratches and dents on my trunk door. I had purchased an insurance coverage policy through RoadRunner, for $95. The insurance covered up to $15,000 in damages. On August 7th, I filed an insurance claim with RoadRunner to be reimbursed for the damages. In that claim, I submitted two quotes from separate auto body repair companies on how much it would cost to repair the damage. I was told by RoadRunner that I would hear back in three days. On August 10th, I called back and was told it would take three weeks to get an answer.On August 25th, I called again. There was no update as to the status of my claim and was told there would be no timetable to hear back. The RoadRunner representative said I just have to wait for them to hear back from the carrier. I asked what requirement was placed on the carrier to respond to the claim. The RoadRunner representative said there was no timetable or requirement on the carrier as to when, or if, they had to respond. That is when I knew I had to reach out to the BBB for assistance. If this is happening to me, its likely happening to others as well.I am seeking $3,254.32 to repair the damages that the RoadRunner carrier caused to my vehicle (lesser of the 2 quotes).My Booking Number with RoadRunner is *******.My Claim Number with RoadRunner is ********.

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/17/2023

  Type:Product 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 used this company (Road Runner Auto Transport Group) to schedule a shipment of a vehicle from ******** to ********. I scheduled a shipment and was given a date of pickup as well as charged $1700 to my card. The vehicle was never picked up, and I was never contacted after scheduling a pickup or being charged. I have tried calling multiple times and sent multiple emails with no response in return. When I was able to get through to a representative last night through the phone, they put me on hold until they closed at 9 PM EST. I would like to contact the company to either figure out how to get my vehicle delivered, or to cancel the shipment and try to get my money back.

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The company has issued a refund. I will reach out again if I run into any more issues.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• 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.

  On 8/923 I booked the transport of my 2007 Chrysler P.T. Cruiser from **** ** to ********** **. They quoted me $1375.00 with no hidden charges. I tired calling they with questions and after waiting for hours to get someone on the line, I was told me car would be picked up 8/17 and delivered to its destination on 8/24, but it would cost $100.00 more than quoted. I agreed and I noticed they debited my account at that time for the full charge. Twenty minutes later I got an email saying they could not pick up my car at that time, they would get back to me. Which they never did. I had alerted those on the receiving end as the date of delivery. So I had to alert them of the change. After spending an entire day by the phone waiting for any word I became upset. It took me over an hour trying to get someone on the phone, and when I did, I asked for a full refund, as they did not stick to the date they assigned me. They said I would get a refund, in 3 to 5 days, I am still waiting but will contact my credit card company if they do not receive it as promised. They have all these phone numbers posted but there is never anyone there to answer the phone. I did some checking and found another transport company that I can call and talk to someone instead of listening to music for hours. The new company gave me a quote and promised it would not go up 1 cent. To me this is one of the worst transport companies to consider. I learned the hard way, don't do the same.

  Business Response

  Date: 08/16/2023

  Dear **************,
  
  I'm sorry to hear about your frustrating experience with our transport service. We deeply apologize for any inconvenience and frustration you've faced during this process. Your feedback is invaluable to us, and we appreciate you taking the time to share your concerns.
  
  We understand that the process of getting your 2007 Chrysler P.T. Cruiser transported from ****, ** to **********, ** did not go as smoothly as expected. We acknowledge that there were discrepancies in the quoted price and the actual cost, which was a result of increased demand and fluctuating fuel prices. It's important to note that the online quotes we provide are estimations and may be subject to change due to these factors.
  
  Furthermore, we apologize for the confusion surrounding the pickup and delivery dates, as well as the unexpected delay in communication. We understand how frustrating it can be to wait for responses and updates, especially when time-sensitive arrangements are involved.
  
  In response to your concerns, we have taken action. We have canceled your order and issued a full refund, which should be processed within 3 to 5 business days.
  
  Your feedback regarding our phone communication is duly noted. We are constantly working to improve our customer service and ensure that our clients have a more seamless experience when contacting us. We understand the importance of direct communication and are taking steps to enhance this aspect of our service.
  
  We genuinely regret that we were not able to meet your expectations in this instance. We acknowledge that there are areas where we can improve, and we're committed to learning from this experience to enhance our services going forward.
  
  Thank you again for sharing your feedback, and we hope that your future transport experiences are smoother and more satisfactory.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 08/16/2023

  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:

       Unless something unforeseen happens, I should be refunded my full, $1475.01.  The hours I spend waiting on the phone, and waiting for a promised call in 2 hours that never came.  My time is every bit as important as yours.  If you don't know how to run and business and provide the minimum amount of courtesy to your customers, you should get out of the business.  You certainly earned your D+ rating with BBB.  You should be made endorse $500 for each customer that you jerk around like you did me.  You are THE WORST. 

  
  

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

• Initial Complaint

  Date:08/16/2023

  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 submitting on behalf of my 81 year old mother-in-law (*****************) who had her car shipped from ** to ** after she moved. She is looking for a refund of the $150 charge that was extorted from her.The contract with Roadrunner and their website state that cars can be shipped with personal items in the back seat (documents uploaded). When the driver went to pick up the car he said there would be a $150 additional charge because there were personal items in the back seat and if we refused to pay he wouldn't pick up the car. She only had minutes to decide or he was leaving and while we tried to contact Roadrunner customer service there was not enough time. When the car arrived in AZ the driver would not release the car until he was paid the extra $150. When we discussed this with Roadrunner they said items are allowed in the back seat (up to 100 pounds) and they would handle this with the driver. When we didn't hear back I contacted Roadrunner and they claimed the items weighed more than 100 pounds and would not credit the $150. I unloaded the car so know it weighed under 100 pounds and asked for proof of the weight which they could not provide. They now refused to refund the $150 because the items were blocking the rear window which we have pictures to dispute this claim and no where does it say they can charge extra even if it had. As additional background, to show how this company operates the original quote (********* for shipping was $1,285. After it was accepted and it was booked (R597131) the price increased to $1,543. *** was in the middle of travel to AZ and had no option but to accept. This company appears to take advantage of people when they are in a venerable position and tack on these last minute price increases when you have no options to change plans, essentially extorting additional fees.

  Business Response

  Date: 08/16/2023

  Dear ****************,
  
  We appreciate you taking the time to share your feedback regarding the recent car shipment of your mother-in-law's vehicle from ** to ** using our services at RoadRunner Auto Transport. We take all customer concerns seriously and aim to address them promptly and fairly.
  
  We understand the situation you've described and would like to address each of your points in order to provide a comprehensive response.
  
  Firstly, we acknowledge that your mother-in-law, was charged an additional $150 for personal items found in the back seat of the vehicle. We would like to draw your attention to the terms of agreement that you signed, which clearly state that all property must be stored either in the trunk or below the window line. The terms also indicate that items not in compliance with these guidelines may result in additional fees or seizure. Our carriers request for the extra charge was aligned with these terms, as the items in the back seat were in violation of the agreement.
  
  We also want to clarify that the terms of agreement stipulate that if a vehicle contains more than one hundred (100)pounds of additional items, it may be subject to refusal for pickup or delivery, or could incur additional fees. Based on the documentation provided by our carrier, it appears that there was an agreement reached between the customer and the carrier to pay the additional $150. We have text proof of this agreement, indicating the customer's acknowledgment and acceptance of the extra charge.
  
  We understand your concern and have thoroughly reviewed the pictures you provided. However, we would also like to inform you that we have received pictures from the carrier which clearly show that the personal items were indeed blocking the rear window of the vehicle.This violation of the agreement terms led to the carriers decision to impose the additional charge.
  
  In addition, we would like to address the price discrepancy that you mentioned between the original quote and the final booking price. While we understand that this change in price was unexpected,please note that quotes provided are subject to change based on various factors, including availability, demand, and specific details of the shipment.We always strive to provide accurate and competitive pricing to our customers.It's our standard practice to confirm new rates with customers before moving forward with a carrier. This helps us ensure transparency and avoid any misunderstandings regarding the final costs. We apologize for any inconvenience this may have caused.
  
  Thank you for bringing this matter to our attention. We value your feedback.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:08/15/2023

  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.

  On Thursday the 8/9/2023 I went and got a quote to ship my vehicle back to ************. They called me back instantly. Set up the date delivery ok. Then the day before my vehicle was supposed to get picked up I get an email it's delayed 2 days. Ok. I understand. Next 2 days same email. Then the next same thing. My date pushed again. I attempted to call them to get some information from customer service. No response. I then made a fake quote ... And low and behold ******* the same guy. Calls me back... Now he knew it was me and said *****??? I said yes I have tried calling for 4 days and I left voicemails. I want a refund. I want to cancel I will try a different company. He hung up on me. Hour later he finally responded to my voicemail. I told him I want my email confirmation for the cancellation and refund. He said he would get it he was very rude said he had already spoken to me about this previously. ... And went into 0 details I said I want my refund. I know it takes a few days. I want email confirmation. I feel this is fraudulent. Still no email confirmation he never asked for a shipment order nothing. He knew my name. I just feel this is fraud.

  Business Response

  Date: 08/15/2023

  Dear ********************,
  
  Thank you for sharing your experience with us, and we sincerely apologize for the inconveniences you've faced. We understand the importance of timely and reliable service, and we deeply regret any miscommunication or delays that occurred. This situation is far from the level of service we aim to provide to our valued customers, and we deeply regret any negative impression it may have left.
  
  We'd like to address the concerns you've raised and assure you that we take your feedback seriously. Regarding the delays, it is important to note that while we always strive to provide accurate and timely service, there are instances where unforeseen delays can occur due to factors beyond our control. We acknowledge that in this instance, there were delays in our response and a lack of proper communication, which is not reflective of our commitment to customer satisfaction. Please be assured that we take full responsibility for the breakdown in communication and the overall unsatisfactory experience you had.
  
  Upon reviewing your case, we have taken appropriate measures to address the issues you've raised. We can confirm that your order was indeed canceled, and a refund has been initiated. Rest assured,your refund is in progress and should reflect in your account within the standard processing time.
  
  We genuinely value your feedback and will be using this incident as an opportunity to learn and improve our customer service procedures. Our team is actively working to rectify the communication issues and ensure that such instances do not occur in the future.
  
  We understand that your experience with us has fallen short of your expectations, and for that, we deeply apologize. We appreciate your patience and the opportunity you gave us to address your concerns.
  
  Once again, we apologize for any inconvenience you experienced, and we hope to have the opportunity to serve you better in the future.
  
  Best regards,
  

  RoadRunner Auto Transport