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

• 

  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:08/11/2023

  Type:Billing 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 reserved auto transport on 6/30/2023. I was quoted in writing $995 to transport my vehicle. A day before my vehicle was supposed to be picked up, they assigned me a carrier then charged me an additional $125 although none of the details of the booking had changed. They did not honor the price agreed to when the reservation was made. Instead, they charged my credit card $1120.

  Business Response

  Date: 08/14/2023

  Dear ********************,
  
  We deeply appreciate you sharing your experience with us,and we sincerely apologize for any frustration you encountered during your recent auto transport reservation. We understand the importance of transparent pricing and clear communication, and we regret any confusion that arose.
  
  We understand how crucial it is to have accurate and consistent pricing for our services. While we aim to uphold the quoted price of $995 for transporting your vehicle, it's important to acknowledge that external factors, such as shifts in demand and fuel rates, can sometimes necessitate adjustments to the initially provided quote.
  
  We are genuinely sorry for the discrepancy in the charges and understand your disappointment in not seeing the agreed-upon price reflected in the final amount. It's our standard practice to communicate any changes before proceeding with a carrier assignment. We want to assure you that we did confirm the revised rate of $1120 with you before making any adjustments and assigning the carrier.
  
  We hope you can understand that our intention is not to inconvenience you, but rather to deliver a reliable service that takes into account the dynamic nature of the transportation industry. We're actively working to improve our communication and ensure that situations like these are minimized in the future.
  
  Thank you for choosing us for your auto transport needs. We look forward to the chance to serve you better in the future.
  
  Best Regards,
  RoadRunner Auto Transport

  Customer Answer

  Date: 08/14/2023

  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:

   

  The charge is not what I agreed to.  Furthermore, to change the quoted price is unethical.  Its bait and switch and I will continue to dispute it.  

   

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

  Business Response

  Date: 08/15/2023

  Dear ********************,
  
  We appreciate your feedback and understand your concerns regarding the recent change in the quoted price for our services. We'd like to address the matter and provide some clarification on the situation.
  
  On July 31st, our team communicated with you to inform you about the updated rate of $1120 for the services. You had mentioned that you would call back to confirm your decision. As promised, you did reach out to us within 20 minutes to confirm your acceptance of the new rate.
  
  Following your confirmation, we promptly sent you an email to your provided address at ********************** containing the updated terms of agreement that reflected the agreed-upon rate of $1120. This email was sent on the same day to ensure transparency and to maintain open communication with you.
  
  The carrier was scheduled to pick up your vehicle on August 4th. This provided you with several days to review the updated terms and change your decision if necessary.
  
  We understand that situations can change, and we value your satisfaction as our customer. We strive to maintain ethical business practices and uphold our commitment to providing clear and transparent communication throughout our interactions.
  
  If you have any further concerns or questions regarding the billing or any other matter, please do not hesitate to contact us. We are here to assist and ensure that your experience with our company is positive and satisfactory.
  
  Thank you,
  

  RoadRunner Auto Transport 

  Customer Answer

  Date: 08/15/2023

  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:  7/31 was the first day the vehicle was ready.  when you agree to a price a month in advance then on the first day the vehicle was supposed to be picked up you tell me I must pay an extra $120 or a $135 cancellation fee, it is bait and switch.  Its an unethical business practice. Its tantamount to thieving. YOU ROBBED ME OF $120!!!

   

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

• Initial Complaint

  Date:07/31/2023

  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 typing this in real time. Gave me a quote and pressured me to book right away to "lock in" my pick up date even though we were booking a month in advance. 3 days before pickup received an email stating that a carrier had been assigned. day before pickup we get a call from roadrunner stating that we have to add extra insurance coverage on the car that we were never informed of before. Day of pickup received another email saying that we would get a call from the carrier within 2-3 hours of pickup. noon time comes, nothing from the carrier or road runner. 5pm rolls around still nothing and the online tracking is a waste of time so again we call roadrunner and we're told that's there's no delays and carrier has until 9pm to pick up the car. 7:30 comes and we get an email saying the carrier canceled. We call roadrunner again and spoke to a very nasty woman on the phone who told us the pick up date is just an "estimate" and the carrier and the company do not have to abide by it and then she hung up. We call again and we're told that the car would for sure be picked up the next day before noon. It's 4pm the next day and nobody has contacted us. Do yourself a favor, report this company and DONT EVER book with them. Disgusting people and disgusting business. They still have my money and my car has yet to be picked up. Its almost 5pm and now no one is answering their phones. These people are literally scammers please please do not do business with them. They'll try to say they don't charge your card until a carrier is assigned and that is a bold faced LIE, they will take your money and do everything they can to not give it back. Called again to attempt to cancel and was hung up on! I want all $2000 back.

  Business Response

  Date: 07/31/2023

  Hello,
  
  We would be happy to look into this matter for you. However, we were not able to locate your order with the information you provided here. Please respond with your booking number and we will review this matter at once.

  Thank you,

  RoadRunner Auto Transport 

• Initial Complaint

  Date:06/21/2023

  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.

  First, I thought this company was okay. Outside of raising the initial quote of my pickup and delivery twice which changed by over $250. Totaling almost $1700 bucks! I, of course like many of you had no choice because you already were prepared for them to pick up the vehicle. The day the carrier picked up my vehicle to transport to WA, the carrier complained over and over about not fitting in my community. Told me to meet him at ******** Excuse me, I was just told you increased my price TWICE and now I have to pay for an Uber and babysitter and drive halfway across town because you can't fit. I told him no and that I did not have a sitter or CAR!!! You're taking it. He eventually arrived and pulled up to my front door like I told him he could do. Upon arrival, he asked to use my Wi-Fi. REALLY!!! Fast forward, the company is bringing my other vehicle back from WA and this has been a mess. Starting with the first carrier not showing and causing a delay in vehicle being transported on time. The carrier didn't call me or the dealership. Just didn't show. RUDE! Okay, I call Roadrunner and they schedule a new carrier. I am typing this in real time. The carrier has not called me or updated me any way or form about my vehicle and where he is. He didn't even call me and tell me he left WA. The dealership told me he had picked up my car. I was told he would be here TODAY (6/18/23) Nothing. No communication. You have a very expensive vehicle that is my property. I was told you would communicate with me and let me know departure, arrival etc. NOTHING! I spent the entire day at home waiting for nothing. My vehicle is missing and they do not know where it is and who has it. They refuse to tell me updates. Ive had to call the police. They do not care and its 7pm and they are now closed and I still dont know where my car is.

  Business Response

  Date: 06/21/2023

  Dear *******************,
  
  We are pleased to inform you that your vehicle has been delivered to its destination in Washington. We sincerely apologize for the negative experience you have had with our company. We understand your frustration with the unexpected changes to the initial quote, and we apologize for any inconvenience caused by the price increase. We strive to provide transparent and accurate pricing, and we apologize for any confusion that *** have occurred in this process.
  
  Regarding the carrier's behavior during the pickup, we deeply regret any unprofessionalism or inconvenience caused. We will investigate this matter further and take appropriate action to ensure that such incidents do not recur in the future.
  
  We also apologize for the issues you faced with the transportation of your vehicle. The failure of the carrier to show up on delivery and the lack of communication are issues we take seriously. We understand your frustration and disappointment,and we will make it a priority to address these issues to prevent similar occurrences in the future.
  
  If there is anything else we can do to assist you or if you would like to provide us with additional details, please do not hesitate to reach out to our customer service team. We are committed to resolving this matter to your satisfaction and restoring your faith in our company.
  
  Once again,we apologize for the inconveniences you have faced, and we appreciate your feedback as it helps us identify areas where we need to improve our services.
  
  Sincerely,
  

  RoadRunner Auto Transport 

  Customer Answer

  Date: 06/22/2023

  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: 

  You literary minimized what happened . YOU DID NOT KNOW WHERE AND WHO HAD MY VEHICLE UNTIL IT SHOWED UP 6 days later. I had to call the police to find my car ** your company did not care AT ALL. Not one call to look for vehicle or to me to communicate. I want half my fee from WA to ** back. $800 dollars!! Tell me and the world that even after the worst experience, youre not going to refund something?? 

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

  Business Response

  Date: 06/22/2023

  Dear ********************,
  
  We apologize for any inconvenience caused and understand your frustration. We have carefully reviewed your complaint and would like to address your concerns.
  
  It is important to clarify that your vehicle was ultimately scheduled for delivery on 6/18. However, due to unforeseen circumstances, the delivery was delayed by two days and your vehicle was ultimately delivered on 6/20.
  
  It is also important to mention that we had carriers dispatched to pick up your vehicle on 6/10, and 6/12, however at both points you said you needed more time and to please delay the pickup and delivery of your vehicle. We had to cancel those carriers we had dispatched for pickup on both of those dates. We did not charge you any fees for doing so.Then on the morning of 6/14 we received the following message from you from the night before:
  
  Hi, This is **********************************Please schedule a carrier for my vehicle to be picked up in ********, **. My vehicle is finally ready. Thank you.
  
  At this point, we scrambled to find a yet another carrier to pick up your vehicle as soon as possible. However, due to the multiple delays on your end, it was not easy to find one in such a tight window. Luckily, we were able to find one who said they would give their best effort to have your vehicle to you by 6/18.
  
  Regarding your request for a refund, we regret to inform you that we cannot offer a refund based on the delivery delay.As you explicitly agreed to in the contract you signed, the dates provided for delivery are estimates, and unforeseen circumstances can sometimes cause delays.
  
  We also understand your disappointment regarding the lack of updates and communication during this time. We apologize for the inconvenience and understand the importance of timely and transparent information. We have identified areas for improvement in our communication channels and have taken immediate steps to address this issue.
  
  Once again, we apologize for any distress caused, and we appreciate your understanding. We remain committed to providing reliable transportation services and ensuring customer satisfaction.
  
  Best regards,
  
  RoadRunner Auto Transport 

  Customer Answer

  Date: 06/23/2023

  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]

   Haha! What about the first carrier that was assigned in WA that  just didnt show on my scheduled pickup? The dealer was frantic waiting and so was I.  Second, you didnt have to reschedule because according to your contract that is a normal occurrence and if I call in a sufficient amount of time, there would be no problem in which I did. Again, I called prior to the carrier leaving. 2nd, when the carrier was dispatched and the vehicle was ready, he never showed and did not contact you , dealer or me. This was the start of terrible service. Again, you didnt know he didnt pickup my vehicle until I told you. Your company is trash I will be updating yelp, ******************* transport reviews etc and share my experience. You lie and your manipulate. You didnt do me no favors. Its in your contract and I already PAID!!!!!  Youll wish you made this right. 

   

   

   

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

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

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a complete scam. I paid a deposit to transport my car across states. I received a confirmation of payment but no other details. When attempting to call there is absolutely no answer. No one ever answers any of the numbers provided on the website. My auto transport was not assigned or scheduled at all and I have not heard anything from this company. It seems like a scam to get down payments from people and then cut all communication without providing a service.

  Business Response

  Date: 06/05/2023

  Dear ***********************,
  
  Since your review, we have spoken on the phone and worked together to resolve the situation. I'm glad we had the opportunity to discuss the matter and address your concerns directly. Our aim is always to ensure our customers' satisfaction and provide the services they expect.
  
  To address the issue you raised publicly, we do not charge customers until we have confirmed a carrier for their vehicle. This is a crucial step in the process, as it ensures that you are not charged without receiving the intended service. We understand the importance of transparency and trust in the transportation industry, and we take extra precautions to safeguard our customers' interests. 
  
  Thank you,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:05/23/2023

  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 used ****** *** ********* to transport a vehicle from Lakewood, WA to ********* in April/May of 2023. Booking #******* and we paid $3,244 on 4/11. When we picked up our vehicle on 5/8 in *****, the hood would not latch properly. Upon further inspection, we realized there was damage to the undercarriage of our vehicle, brackets were broken off and our radiator was pushed upward, causing the hood not to watch completely. We decided to open a claim to have the vehicle repaired. No business on the island would provide estimates because the work was a claim from damage during shipping. Because of that we were not able to submit the claim correctly. I tried to upload a video showing the damage, but I don't think the video was supported by the software so ****** *** ********* did not receive anything. We sent multiple emails and made multiple phone calls looking for guidance on what we should do since we could not get estimates that they needed. When nobody responded, we decided to open a claim with our insurance company. We still would like a partial refund from ****** *** *********. We had so many issues through the whole process. Most of them we would've just let go, but the fact that our vehicle is undrivable and has probably lost value. We feel like we should receive something from the company. They said because we did not submit a claim there's nothing they can do and they will not offer a refund. I asked if there was anything they could come back with that could help make the situation right and find a resolution and they did not offer anything. They've been extremely hard to get a hold of, and when I did finally receive a phone call, they offered nothing, not even an acknowledgment that this should t have happened. I don't even want to waste my time with them anymore because it's been such a frustrating experience but I feel like people should be warned that if something goes wrong, it's unlikely that the company will do anything to make it right.

  Business Response

  Date: 05/23/2023

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

  Thank you for sharing your experience regarding your recent vehicle transportation with ****** *** *********. We sincerely apologize for any inconvenience you encountered and understand your frustration.
  

  We regret to hear about the damage that occurred to your vehicle's undercarriage. Our team strives to ensure the safe transportation of vehicles, and we are genuinely sorry that your vehicle sustained damage during the process.
  

  As part of our claims process,we typically request customers to provide us with pictures or documentation of the damage to assist in the evaluation and submission of a claim. We understand that you attempted to upload a video showing the damage but encountered issues with the software, preventing us from receiving it. We did reach out for alternate means of proof, however the last email we received from you was that you decided not to pursue a claim against ****** *** *********.
  

  Regarding your request for a partial refund, we are waiting for documentation from your insurance company and can only make a decision on the matter once our business has concluded with them. We sincerely apologize for any delay.
  

  We value your feedback, and we take your concerns seriously. Your comments will be used to reevaluate our internal processes and improve our services to better assist customers in similar situations in the future.
  

   

  Best regards,

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

  
  

• Initial Complaint

  Date:05/17/2023

  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 reserve a spot with them. They then change the pick up date which is unacceptable. I get some half reply back basically saying "it happens". They wont answer the phone. Their chat thing is unavailable and they charged my card and I dont know who the carrier is. I called their cancellation line and it rang for a minute then hung up. No one is ever going to answer these phones. They stole my money, changed the dates (cause definitely 2 days he said -- that turned into 5). They are frauds. I want my money back. All of it.

  Customer Answer

  Date: 05/17/2023

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first requested a quote from RoadRunner Auto on Wednesday May 10, 2023. They instantly gave me a quote and the quote explained that my drop off and pick up location could be honored. The following day, I spoke with one of their "shipping specialists" on the phone to confirm that the vehicle would be able to be picked up on ****************** on Monday May 15. I explained to the representative that it needed to be picked up on that date or the service would be of no use. He checked with the dispatcher (multiple times) and confirmed that this would be ok. Fast forward to today. As of 9:00 am, there was no dispatcher assigned. I called promptly when the office opened and waited on hold for approximately 20 before reaching a representative. She informed me that my request would be marked as "urgent" and that she would get back to me. Around 1:00, I called again and waited on hold for approximately 30 minutes. This time, I was told that none of RoadRunner's carriers could reach ****************** and that I would need to drive the vehicle off island if I wanted it picked up. After waiting a few more hours, no carrier was assigned. Due to my schedule, I was forced to cancel the transport and resort to other (more expensive and less desirable options). RoadRunner's business practices in this case were deceptive for several reasons. First, the sales representative led me to believe that my carrier was already confirmed when I booked. I assumed that is why I waited on hold several times while I was booking for him to confirm with the dispatcher. Second, on their website, RoadRunner advertises that one of their "popular shipping destinations" in ************** is "***********." How can that be if they do not even service the island? Total deception.

  Business Response

  Date: 05/16/2023

  Dear **********************,
  
  We would like to express our sincere apologies for the inconvenience and frustration you experienced with our company. We take your feedback seriously and appreciate you bringing these concerns to our attention.
  
  We understand that you requested a quote and were provided with information that indicated your drop-off and pick-up location could be accommodated. We deeply regret that this information turned out to be inaccurate, causing disruption to your plans. This miscommunication and the subsequent lack of clarity regarding carrier availability are unacceptable, and we take full responsibility for the confusion and inconvenience caused.
  
  At RoadRunner Auto Transport, we strive to provide reliable and transparent services to all our customers. We acknowledge that in this instance, we fell short of our own standards. We understand the frustration caused by the misleading information and we will take immediate steps to address this issue internally to ensure it does not happen again in the future.
  
  We deeply regret that we were unable to fulfill your transport request and understand the need to seek alternative options. Once again, we apologize for the negative experience you had with our company. We value your feedback, and we will use it as an opportunity to improve our services and ensure that similar incidents do not recur in the future. We appreciate your understanding and hope to regain your trust.
  
  Thank you,
  RoadRunner Auto Transport 
  
  

  Customer Answer

  Date: 05/16/2023

  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:05/12/2023

  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.

  On 5/2/2023 I engaged the service of RoadRunner Auto Transport to pickup my car 2009 **** Flex at *** ***** and drop off in my house at Far Rockaway ********. Payment removed from my credit card and issued a booking number ******** On 05/06/23 I received a call from a driver telling me hes delivering my car and that he will refund $200 if I can meet him somewhere close to me, I agreed and booked Uber to pickup from ****** Rockaway turnpike. At the location I did the video recording of my car for record purpose with him talking to me while trying to jump the car to start. After starting the car and he dropped the car, I requested for the $200 but he declined saying he wanted me to come to Bronx and I said that was not what I heard. He got angry and drove the car with annoyance back his truck ramp and ripped the right front tire. He called me later to tell me he was on **** Avenue that he cant come further because of trees, I went to him and told him to use ****** map for alternate route to the delivery address or show him alternative route where there were no trees to enable him drop the car. Getting to him I noticed my tire has been ripped by him and I took the picture of the ripped tire, he said the ripped Tyre is not a problem but he does not have time that I should receive my car by the road. I told him I cant receive the car since there was an alternative route and he left with the car. I called RoadRunner on Saturday 05/06 and left a voice message, I called again on Monday 05/08/23 and I was told theyre no more involved that if I need my car I should go and deal with the delivery driver. I needed my car reason I had to call the delivery guy and he told me my car is in storage in all the way ***********. He charged me $150 for storage which I sent to thru Zelle, the truck company charged me $300 and I used $500 to buy and fix new Tyre. I have been frustrated and traumatized by the actions of both RoadRunner Auto Transport and the delivery driver. Please I need help for compensation

  Business Response

  Date: 05/12/2023

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

  I apologize for the inconvenience and frustration you have experienced throughout this process, and I understand your desire for compensation. I assure you that we take such matters seriously, and we will do our best to resolve this situation promptly.

  Upon reviewing your account and the details you provided, it is evident that there were several issues and miscommunications during the delivery of your car. I apologize for any unprofessional behavior displayed by our carrier and any inconvenience caused as a result. We hold our carriers to high standards, and this incident will be thoroughly investigated and addressed internally.

  Regarding the additional charges you incurred, such as the storage fee and the cost of a new tire, I understand your frustration. Rest assured that we will review these charges and determine the appropriate course of action.
  

  To resolve this matter, I kindly request that you provide ** with any relevant documentation, such as receipts and photographs of the ripped tire, as evidence of the additional costs and damages you incurred. This information will greatly assist ** in investigating your case and seeking appropriate compensation on your behalf.
  

  Please forward the requested documentation to ********************************** Once we have received and reviewed the evidence, we will promptly initiate the compensation process and keep you updated on its progress.
  

  Once again, I sincerely apologize for the inconvenience and frustration caused by this unfortunate incident. We value you as a customer and appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us.
  

  Thank you for bringing this matter to our attention, and we will make every effort to rectify the situation to your satisfaction.

  Best regards,

  RoadRunner Auto Transport

  
  

  Customer Answer

  Date: 05/24/2023

  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:

   

   I sent RoadRunner my claims to get back my car even with the five days inconvenience no action has been taken for compensation on it. I discovered damages to the engine after I received the car 

   

  ******** *****
  
  
  
  
   
  

  Business Response

  Date: 05/24/2023

  Dear *** ******

  We sincerely apologize if there has been a delay in addressing your claim for compensation regarding the damages you discovered. We take such matters seriously and aim to resolve them promptly. However, we would like to provide some additional information regarding the current status of your claim.
  

  On May 16th, 2023, we emailed you regarding the status of your claim and informed you that we are unable to proceed with the damage claim process at the moment due to a chargeback initiated by you. This chargeback falls under a dispute resolution process initiated by your financial institution, which has affected our ability to proceed with the claim.
  

  We understand that this situation may have caused confusion, and we apologize for any miscommunication. Our intention is to work with you to resolve this matter to your satisfaction. While we will make an exception here and begin the damage claim process, we kindly request you to withdraw the chargeback claim so that the damage claim process will be able to continue unhindered.
  

  Thank you for your understanding and cooperation. We look forward to resolving this matter to your utmost satisfaction.
  

  Best regards,

  RoadRunner Auto Transport 

• Initial Complaint

  Date:04/24/2023

  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 was called today by a ************************* from Roadrunner Auto Transport. I answered this call against my better judgment as it was marked "spam" and in hindsight I wish I had not answered. Regardless I did answer and ******* asked if I had already booked our can transport needs with another company to which I answered yes. He then asked how much we paid which was an inappropriate question as what we pay for services is not anyone else's business. I told him I wasn't going to share that with him and he replied in a very snide/condescending tone with "they're not gonna pick up your cars anyways" then he disconnected the call. I have called roadrunner 3 times trying to speak to Leadership there. First time I was told someone would call back, this didn't happen in a timely fashion so I called back a 2nd time. This time I was placed on hold and then transferred to a voicemail. So I called back a 3rd time and I am currently on hold for over 35 minutes now with no one checking back in on me a single time and I was just again sent to a voicemail. I want to speak to a member of their leadership team. My next step will be CEO if necessary.

  Business Response

  Date: 04/24/2023

  Dear **************,
  
  I'm sorry to hear about your negative experience with our company. We take all customer feedback seriously, and we apologize for any inconvenience or frustration you experienced during your interactions with our representative.
  
  Please know that we do not condone inappropriate or unprofessional behavior from our representatives, and we will take the necessary steps to address this issue with our team. We understand how important it is for our customers to feel valued and respected during their interactions with our company.
  
  We are committed to addressing your concerns and ensuring that you have a positive experience with our company. We appreciate your feedback and hope to have the opportunity to work with you in the future to provide the high-quality service that our customers expect and deserve.
  
  Sincerely,
  
  RoadRunner Auto Transport

  Customer Answer

  Date: 04/24/2023

  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:04/18/2023

  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.

  My daughter's car was supposed to be picked up in *********, ******* on 4/15/23 and delivered to my home in ***********, ** by 4/17/23. My daughter received a call the morning of from the carrier stating that they would arrive in Lafayette around 12PM EDT. The carrier called from ************. At 12:24PM EDT, the carrier had not arrived to pick up the car. My daughter called the number from which the carrier called. No response. She called the customer support number several times and was on hold no less than 30 minutes each time. No response My husband and I personally called the customer support number several times. For one call I was on hold for 45 minutes before I gave up. I sent an email to ***************************** because I read online that someone was able to get a response that way. No luck. I sent an email to ******************************* x**** <**********************************************. No response. He had contacted me previously to confirm the pickup and delivery. As of the time I am filing this complaint on 4/17/23, the car hasn't been picked up and we haven't heard from RoadRunner aka V2 Logistics. We were charged $1,190.00 for a service we have not received.

  Business Response

  Date: 04/18/2023

  Dear ****************,
  
  Thank you for sharing your experience and feedback with us.We apologize for the inconvenience and frustration that you and your daughter experienced while attempting to get in touch with our customer support team. We understand that timely communication is essential when it comes to vehicle transport, and we regret that we were unable to provide you with the level of service you expected.
  
  We would like to inform you that we have processed your cancellation request, and a full refund has been issued to your account. Please allow up to 5-7 business days for the refund to reflect in your account. If you have any further questions regarding the refund, please contact ********************************** and we would be happy to assist you.
  
  We take our customers' satisfaction seriously, and we would like to assure you that we will take measures to ensure that this situation does not repeat itself. We appreciate your business and hope to have the opportunity to serve you in the future.
  
  Sincerely,
  
  RoadRunner Auto Transport 

  Business Response

  Date: 04/18/2023

  Dear ****************,
  
  Thank you for sharing your experience and feedback with us.We apologize for the inconvenience and frustration that you and your daughter experienced while attempting to get in touch with our customer support team. We understand that timely communication is essential when it comes to vehicle transport, and we regret that we were unable to provide you with the level of service you expected.
  
  We would like to inform you that we have processed your cancellation request, and a full refund has been issued to your account. Please allow up to 5-7 business days for the refund to reflect in your account. If you have any further questions regarding the refund, please contact ********************************** and we would be happy to assist you.
  
  We take our customers' satisfaction seriously, and we would like to assure you that we will take measures to ensure that this situation does not repeat itself. We appreciate your business and hope to have the opportunity to serve you in the future.
  
  Sincerely,
  
  RoadRunner Auto Transport 

  Customer Answer

  Date: 04/19/2023

  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,
  
  ***********************