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

• 

  V2 Logistics Corp.

  1717 Tidewater Rd Anchorage, AK 99501-1036

• 

  RoadRunner Auto Transport

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

• 

  Roadrunners Autotransport Inc

  3950 W 155th St Markham, IL 60428-3817

• 

  V2 Logistics Corp.

  Pier 51-a Sand Island Pkwy Honolulu, HI 96819

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

• Initial Complaint

  Date:07/20/2025

  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.

  I booked vehicle transport through RoadRunner Auto Transport with a confirmed delivery window of two days, from ****, ** to *******, **. The customer-facing tracking system explicitly stated, You have the same information as our customer support agents, and showed the vehicle was in transit and scheduled to be delivered on July 14, 2025.On July 14, I received a verbal update from a RoadRunner representative stating that the truck responsible for my shipment had broken down and that delivery might be delayed until as late as 7:45 PM that evening. However, when I called the following morning (July 15), I was told no such communication ever occurred, and was informed instead that my car had never been scheduled for delivery on the 14th and that it would now arrive on July 18.I later contacted the third-party carrier actually responsible for transport and was told they had been in communication with RoadRunner about continued truck maintenance issues. The carrier informed me that delivery should not be expected until Saturday or Sunday (July 1920)a fact that was never communicated by RoadRunner to me or the delivery party. I had to proactively reach out to the third party myself to receive this information.Despite repeated attempts to get accurate updates from RoadRunner, their online system continues to show the vehicle as in transit with a delivery date of July 14, with no indication of the delay outside of an Inaccurate delivery window. When I asked about a refund or compensation, I was told none would be offered and the representative ended the conversation without offering any escalation/accountability.This experience has been frustrating, misleading, and unprofessional. I am requesting that RoadRunner:1.Acknowledge the failure to communicate accurate delivery information;2.Provide documentation of communication with the third-party carrier;3.Offer reasonable compensation for the delay, lack of transparency, and poor handling of this shipment.

  Business Response

  Date: 07/21/2025

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

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration, confusion, and lack of clear communication you experienced during this process.
  

  We understand how upsetting it is to receive conflicting information, especially when you were relying on our system and representatives for accurate updates.While all pickup and delivery dates and times are estimated due to the nature of vehicle transport, that does not excuse the lack of transparency and follow-through you encountered. In this case, the carrier's truck experienced a mechanical breakdown, which unfortunately delayed your vehicles delivery beyond the originally projected date of July 14.
  

  We also regret the conflicting information you received and the lack of timely updates through our system. Although our tracking platform is designed to reflect the same information available to our support agents, there are times when unforeseen carrier issues, such as ongoing mechanical problems, may not be immediately reflected.
  

  Your concerns are completely valid, and we regret that our service fell short of expectations. Your vehicle is scheduled to be delivered today, and while we know this does not make up for the inconvenience, we are offering a $100 discount as a gesture of goodwill for the delay and the poor handling of your shipment.
  

  We appreciate you bringing this to our attention and are taking your feedback seriously as we work to improve our communication processes. Once again, we sincerely apologize for the inconvenience caused.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 07/25/2025

  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:

  Dear RoadRunner Representative,
  
  
  Thank you for confirming the successful delivery of our vehicle. While we are relieved that the car finally arrived, I am writing to formally reject the $100 compensation offer, as it does not reflect the severity or duration of the service failure we experienced.
  
  
  Although the delivery was eventually completed, the transport process was significantly delayed on both the front end (pickup) and back end (delivery). These delays pushed our entire timeline back by over a week and created ongoing logistical challenges. Additionally, the communication throughout the process was inadequate and, at times, misleading. We were told we had access to the same information as customer support, which was not true. Updates about delays had to be obtained directly from the third-party carrier, not RoadRunner.
  
  
  At multiple points, we were given contradictory or missing information, and when we asked for clarification or escalation, we were dismissed. The burden of tracking down the status of the vehicle and reconciling conflicting information fell entirely on us the customer which is unacceptable for a premium transport service.
  
  
  Given these circumstances including:
  
  
  Pickup delays
  A delivery that was a week late
  Breakdowns in communication and support
  The need for independent investigation to obtain accurate information
  
  
  
  
  we believe a refund of $300 would be more appropriate. This is in line with compensation amounts commonly offered across the auto transport industry for similar service disruptions and communication failures.
  
  
  We hope RoadRunner will take this opportunity to make things right and demonstrate its commitment to customer satisfaction. We will leave the ******************** case open until this matter is resolved.
  
  
  Sincerely,
  ******** ********
  ******** ********
  
  

  
  
  
  
   
  

  Business Response

  Date: 07/28/2025

  Dear *** ******************* truly regret the inconvenience and frustration you experienced during the transport process and appreciate you taking the time to share your concerns.
  

  At the time of booking, you acknowledged and agreed to our Terms and Conditions. As outlined in that agreement all pickup and delivery dates and times are estimates. While we make every effort to meet quoted timeframes delays can occur due to factors outside of our control including traffic mechanical issues and carrier availability. The terms also state:
  

  "Customer acknowledges that all transit times are estimates. Company does not guarantee pickup or delivery on specified dates but will make a good faith attempt to meet quoted timeframes. Customer acknowledges that in the event of any delays Company or Carrier will not be liable for rental car hotel stays or any other claimed expense or consequential damage."
  

  We recognize that the communication throughout your shipment did not meet your expectations, and we apologize for the confusion and the extra effort you had to put in to get accurate updates. While our support team works closely with carriers to provide updates there are times when the most up to date information comes directly from the carrier.
  

  Our offer of $100 was made as a goodwill gesture and a sincere acknowledgment of the disruption you experienced. While we understand your request for a larger amount, we are unable to issue a refund of $300 due to the limitations outlined in the signed agreement.
  

  We value your feedback and take it seriously as we continue to improve our processes and customer experience. We truly apologize for any inconvenience caused.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 07/30/2025

  To the Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ******** and find the proposed resolution satisfactory, contingent upon receipt of the $100 refund as offered.

  
  I am willing to consider the matter resolved once the refund is processed in full. If, for any reason, the refund is not issued or is delayed beyond a reasonable timeframe, I reserve the right to file a new complaint and resume the resolution process.
  

  Thank you for your support in facilitating this resolution.
  
  Sincerely,
  

  ******** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/16/2025

  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 works under Road Runner Auto transport. ******** *** They took our deposit gave us a contract. Offered multiple confirmation e mails and never scheduled our transport. When we called to see what time was pick up the woman manager was rude and disrespectful who told us the car was never scheduled and we were out of luck. The male who scheduled and created the contract was no longer working there. They offered no remorse or alternative. ******** business and they scam customers

  Business Response

  Date: 07/16/2025

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

  Were truly sorry to hear about your experience and want to take a moment to address the concerns raised. We understand how frustrating this situation must have been and regret that your expectations were not met.
  

  All dates and times provided during the booking process are estimated, as clearly outlined in the terms of the agreement that was signed. These estimates depend on carrier availability, route logistics, and timing, which can shift due to a number of external factors
  

  No charges were processed on this order, and we had not collected any payment. Our team was actively working on securing transportation and had not finalized dispatch at the time of your call. Finding a carrier can sometimes take longer depending on location and route demand, but we were fully engaged in the process.
  

  We also want to sincerely apologize for any interaction that came across as rude or unprofessional. That is not the level of service we aim to provide, and we are addressing this internally to ensure it does not happen again.
  
  We regret that this experience left you feeling disappointed and assure you that your feedback is being taken seriously. We apologize again for the inconvenience and appreciate the opportunity to clarify the situation.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 07/16/2025

  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:This response is false and states false information.  The company was not actively looking for a carrier as per the conversation this morning.  Your rude representative said we were out of luck because nothing was scheduled.   And the person who scheduled us doesent work there   We received 2 e mail correspondences which indicated confirmation pick up with a confirmation number. We tried numerous attempts via phone and e mail yesterday with no pick up or reply when clearly states on your ****** profile you were open until 9 pm.  Terrible customer service , terrible ethic and misleading customers.  You should be ashamed. 

   

   

   

   

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

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

• Initial Complaint

  Date:07/13/2025

  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.

  Vehicle was to be transported from Hawaii to ***********. I was originally advised that vehicle would be in ********, ** by 7/07/2025. I was then advised that it would be loaded onto a transport to be shipped from ********** to *********** on 7/07/2025. This has not happened. I asked for a partial refund or compensation for a rental vehicle for the delay. I was informed that this company would NOT, under any circumstance pay for delays. They advised that delays are expected and that do not compensate. The vehicle was delivered and off loaded according to their records on 6/29/2025. This is unacceptable and their refusal to compensate because they cannot move vehicles should be the companies job (responsibility), especially when that is the job that Hawaii Car Transport has been hired to complete.

  Business Response

  Date: 07/14/2025

  Dear *** ******************** you for your feedback. We understand how frustrating delays can be and we sincerely regret the inconvenience this has caused.
  
  While we do our best to meet all estimated transit timelines, it is important to note that all pickup and delivery dates are estimates only. As stated in the signed terms of agreement:
  "Customer acknowledges that all transit times are estimates. Company does not guarantee pick up or delivery on specified dates but will make a good faith attempt to meet quoted timeframes. Customer acknowledges that in the event of any delays, Company will not be liable for rental car, hotel stays, or any other claimed expense or consequential damage."
  
  Our tracking shows that the vehicle arrived at the port in *********, ** on 6/29; however, the port has not yet made it available for pickup. The delay is due to port scheduling issues, which are unfortunately outside of our control. We are actively monitoring your shipment to ensure the vehicle is delivered as soon as possible and will continue to provide updates as they become available.
  
  We apologize for the inconvenience this has caused.
  
  Best regards,
  Hawaii Car Transport 

• Initial Complaint

  Date:07/10/2025

  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 scheduled two car transport for ****** to **, initially booked for 6/26/25. I was contacted by the transporter to move it a day later, which was fine, but on day of transport (6/27), it was delayed from 4-6pm to 10pm to 11:30pm before eventually it became 7am the next morning. With one day of notice before delivery of the cars, the driver said he couldnt deliver to my address due to small street size, and declined a second address on a larger street (he picked up my cars from a regular neighborhood).He insisted the closest he could deliver the cars was a Macys parking lot 6 miles away. On the day of delivery, he delayed from 4-6pm to 9pm, and security at ***** threatened to tow my cars. I had to make arrangements to shuttle the cars to a separate parking lot nearby then drive them home. It was a nightmare of an experience with this company at every moment.

  Business Response

  Date: 07/10/2025

  Dear *** ******************* you for taking the time to share your feedback. We are truly sorry for the frustrating experience you had with your vehicle transport.We understand how important communication and reliability are during a move,and we regret that your experience did not meet those expectations.
  
  When your order was originally placed, the ready date was set for June 28. On June 24, you contacted us to request an earlier pickup on either June 26 or June 27. We worked to accommodate this change, and the carrier, **************, agreed to move forward with the earlier pickup. While pickup took place on June 27, we understand there were several delays throughout the day. We sincerely apologize for the lack of consistency and the disruption this caused to your plans.
  
  All pickup and delivery dates and timeframes are estimated and subject to change based on traffic conditions, carrier schedules, weather,and other unforeseen factors. We understand how frustrating it can be when there is poor communication and shifting schedules. Regarding the delivery, we are sorry that the carrier was unable to deliver directly to your address and declined a second location on a larger street. Although transport carriers are subject to restrictions on where their trucks can safely enter or unload, we know that this situation should have been handled with more consideration and support.
  
  We appreciate you bringing this to our attention and will be reviewing this matter further with the carrier to help prevent similar issues in the future. We are very sorry for the inconvenience this caused.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 07/10/2025

  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:

  Pickup did not occur on June 27. I requested a change to June 26 or 27, but it occurred on June 28. My expectations were only not met because your confirmation emails stated June 26, therefore transport was 2 days late. 
  
  1 day of notice of a change in delivery location is unprofessional and shows inexperience. Surely this issue has come up in this business before, and should have come up much earlier than the day before.

  Insisting on a towable parking lot 6 miles from my home for the delivery is also not acceptable. There were two cars, meaning two people were needed to move both cars to avoid one getting towed, and only one person was available. This is an unreasonable burden on the customer. 
  

  I would not have chosen this business if I knew it could not deliver to my house, and especially if I had any knowledge it would switch the location at the last minute.

  
  

  
  

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

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

• Initial Complaint

  Date:06/17/2025

  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.

  Signed contract for auto transport on May 28, 2025, for agreed pick-up date and price scheduled for June 11, 2025 ($945). Price increased to $1095 on June 9, 2025 which we had to agree since we needed car. ONly 2 days away.....we thought. Now we can see that was a "bait and switch". We were charged in full on June 9, 2025. Contacting by contract carrier, ***, transport on June 9, 2025 and after charge posted and told they could not pickup on June 11, 2025 but would on June 16, 2025 and assured delivery by June 20, 2025. We agreed. This morning, June 16th, we were notified by text and email by RoadRunner (v2 logistics) to expect pick up today and wait for details. At 12:30 PM an email was sent from a different email address which went to my junk box stating there was an unforeseen problem and we were canceled. They were looking for a carrier. As I didn't see it, I called at 5:00 PM and the informed the carrier canceled. NO text about cancelation (odd?). We need our car! We have tried for hours this evening to reach someone to canceled contract and refund $$ since learning that we cannot work with securing another company until they remove their request for a carrier on a "national transport board". Our car is being held hostage by them. According to website, they state they are available until 9:00 EST. We have tried multiple numbers before that time and simply want our car transported No answer, or VM or such long on hold (52 minutes) that we gave up for tonight. I will dispute charged with credit card yet more concerned at this point about their shady business and need to be able to contract with another company ****.

  Business Response

  Date: 06/17/2025

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

  Your order has been cancelled as requested, and a full refund has been issued. Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience you have experienced during this process.
  

  Please understand that while we strive to provide accurate pick-up and delivery estimates, all dates and times are estimated and subject to change due to unforeseen circumstances. In some cases, carriers like MMA may encounter unexpected issues that force cancellations or rescheduling. We regret that this impacted your scheduled pick-up and caused uncertainty.
  

  We are also sorry for the delay and difficulty you experienced trying to reach our team, including the long hold times. Your feedback is important, and we are actively working to improve our customer service responsiveness.
  

  Regarding your booking, please be assured that it has been removed from the load board and is no longer active with our company.
  
  We apologize again for the inconvenience this has caused.
  
  Best regards,
  RoadRunner Auto Transport

  
  

  Customer Answer

  Date: 06/17/2025

  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:

  Unacceptable and intentional delays in communication today has delayed our efforts to transport our vehicle with a different broker. Road Runner did not contact us directly, as requested, to let us know that very thing was canceled. We needed this info to move forward with another broker, Additionally, they have false statements on website regarding payment requirements. We were told that we needed to pay in full when carrier assigned. Their website states a deposit due upon assignment of a carrier and the balance on delivery.  They had our $$ since June 9, 2025  and the refund we requested will take 3-5 days (per their email to us).  

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:06/16/2025

  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.

  I hired RoadRunner Auto Transport to ship my vehicle, which was ready for pickup on June 3rd. I was initially quoted approximately $1,600, which was later increased to $2,000, and I ultimately paid $2,540nearly $1,000 more than the original quote.The vehicle was supposed to be picked up before June 9th, but despite numerous calls to dispatch, a carrier wasnt assigned until June 13th. The carrier arrived after hours because RoadRunner failed to inform them the pickup lot closes at 5 PM, causing a further delay. The pickup is now scheduled for June 16th.Because of these delays, Ive incurred $190 in storage fees as of June 13th, with an additional $30 charged per day until the vehicle is picked up. I only found out about the delays and the lot's hours because I personally called the carriers dispatchsomething I expected RoadRunner to handle.I am extremely dissatisfied with the poor communication, hidden costs, and lack of accountability. I feel misled and overcharged for a service I essentially had to manage myself.

  Business Response

  Date: 06/16/2025

  Dear *** *****,
  

  Thank you for your feedback. Weve reached out to you directly and offered a discount as a gesture of goodwill to help offset the delays and additional costs you experienced during your shipment.
  

  We sincerely apologize for the poor communication, unexpected rate increase, and the overall inconvenience you encountered. While all pickup and delivery dates are estimated and can change based on carrier availability and logistics, we understand how frustrating and stressful these delays have been, especially given the lack of clear updates and coordination.
  

  It was never our intention for you to feel as though you had to manage the process on your own. We truly regret that the carrier was not informed of the lots closing time, which led to further delay. Your experience does not reflect the standard of service we strive to deliver and were actively working to improve our internal processes to prevent situations like this in the future.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 06/17/2025

  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:06/13/2025

  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.

  Roadrunner contracted with I Deal Transport in ****************, ** to ship our car from *********** ******* to ****************, **. The car was picked up on May 31, promised to us by Monday, June 2. As of this writing, June 13, 2025, the car has not been delivered. I have been in contact with RR customer service 4 times now and have received information about potential delivery days, but the car remains not delivered. (We have tried contacting I Deal Transport but no one answers.) At some point, I am going to have to consider the car stolen or lost, and I will have to contact the proper authorities.

  Business Response

  Date: 06/13/2025

  Dear *** ******,
  

  We sincerely apologize for the ongoing delay and frustration youve experienced with the delivery of your vehicle. We understand how concerning this situation has become.
  

  The carrier assigned to transport your vehicle, IDeal Transport ***** unfortunately encountered an unexpected mechanical issue with their truck, which caused significant delays in their delivery schedule, including your shipment.Although delays like this are never expected, we fully understand how disruptive and frustrating this has been for you.
  

  One of our representatives has already spoken with you regarding this issue, and we want to reassure you that weve been in direct communication with the carrier.They have confirmed that your vehicle is now scheduled for delivery tomorrow,June 14. Additionally, due to the delay, the carrier has agreed to apply a $200 discount as a goodwill gesture.
  

  We will continue to monitor this closely until the delivery is complete and remain available for any additional support you may need in the meantime. Once again,we apologize for any inconvenience this has caused.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:06/12/2025

  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.

  My vehicle was to be shipped from ************, ******* to ***************************************** on May 25th, 2025 and arrive to ************ one week later. To date, my vehicle has not arrived as quoted and paid for claiming the shipping was delayed because of a broken driver's side handle. The vehicle did not have a broken door handle at the time of pick up in *************, *******. I have had to rent a vehicle for the past three weeks as they keep delaying the shipment. I am requesting a refund for the time I've had to rent a vehicle and payment for the broken passengers handle.

  Business Response

  Date: 06/13/2025

  Dear *** ******,
  

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the ongoing delays and the inconvenience this situation has caused,especially with the added expense of having to rent a vehicle. We understand how frustrating this must be and truly regret that your experience has not met expectations.
  

  Please note that all dates and times provided are estimated, and when shipping overseas, delays can sometimes occur beyond our control. This is also clearly stated in our Terms of Agreement:
  

  Customer acknowledges that all transit times are estimates. Company does not guarantee pick up or delivery on specified dates but will make a good faith attempt to meet quoted timeframes. Customer acknowledges that in the event of any delays,Company will not be liable for rental car, hotel stays, or any other claimed expense or consequential damage.
  

  Regarding the damage to your vehicle, once youve retrieved the car in Puerto Rico,please dont hesitate to contact us directly. At that point, well be able to initiate a formal damage claim and guide you through the next steps.
  

  Again,we are very sorry for the delay and any added stress this has caused.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:06/10/2025

  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 was suppose to ship my car to Puerto ***** First they email that the pick up is from 9-5 and the tow guy will call you within 2-3 hours before arrival so that I do not waste my whole day waiting. The tow guy calls 15 minutes before arrival at 5pm. I had no time to get their for the short notice and he drives the car onto the tow truck and tells the mechanic the mufflers are loose can you take them off, which the mechanic obliged. PR Transport contact ***** states the car started and 2 days later the car is not starting and I need to get it. They charged my credit card $2350 and email me to fill out the ** info again in order to release my car. On top of that they say I am responsible for Storage of my car but they are holding it hostage and will not provide an address for pick up. I need assistance right away. I have been asking for an address since 6/6 and they Business Headquarters Location ******************************************************************************* If you have any questions orconcerns, please contact theBBB assigned to yourcomplaint:BBB Serving *************** ***************************************** ************** Continued on next Page Better Business Bureau still will not provide an address for me to get my car. They say they will issue a refund. I am not sure why can't they provide a check for the difference that they charged, send me the $790 refund via check and provide me the address for pick up. They are doing something illegal here. I now see many disgruntal client's. Please HELP I NEED TO GET MY CAR.Account/Order/Tracking number:R Desired settlement:Delivery; I need the address to retrieve my car, they are withholding the address and they received payment of $2350.This company goes by several names:Puerto Rico Car Transport Caribbean Car Transport Hawaii Car Transport Alaska Car Transport Roadrunner Auto Transport Road Runner Auto Transport

  Business Response

  Date: 06/11/2025

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

  We understand how frustrating and stressful this experience has been and sincerely apologize for any inconvenience you have encountered throughout the process.
  

  We want to clarify that we have spoken directly with you and provided the address where your vehicle is currently being stored after it became inoperable and was unable to embark on the final ocean leg of the transport. We understand you have already scheduled a tow company to pick up your vehicle from storage. It is important to note that the team members who initially reached out to you did not have access to the exact location of your vehicle. When vehicles are placed in storage lots, only specific team members have that detailed information,which unfortunately led to a delay in providing you with the address.
  

  We also want to confirm that the $790 refund has been processed and returned to your original form of payment. We apologize for any confusion or inconvenience related to the payment and refund process, as well as the delays in communication regarding the address being provided.
  

  We take all customer concerns very seriously and continuously strive to improve our communication and service processes. Your feedback helps us identify areas where we can do better. We truly apologize for any inconvenience caused.
  
  Best regards,
  Puerto Rico Car Transport 

  Customer Answer

  Date: 06/12/2025

  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:

  Yes they provided an address to get my car but they throw away the car mufflers and interior center console worth $1500 for a car they did not ship, who's pays for this.

  I had paid for their Insurance for this process and want to get reimbursed for my items to make feel whole again. 

  This was a nightmare.

  ****

   

  
  

  
  
  
  
   
  

  Business Response

  Date: 06/13/2025

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

  Were very sorry for the frustration and inconvenience this situation has caused you.We understand how disappointing this experience has been, especially regarding the removal of the mufflers and center console.
  

  Unfortunately,vehicles cannot be transported with items inside. As outlined in the terms of the agreement you signed, Personal property and effects are not permitted and shall NOT be left in Vehicle. Company is NOT responsible for property of any kind left in Vehicle.
  

  You were informed by multiple team members prior to pickup that these items needed to be removed, and after the vehicle was picked up, you were again advised to speak directly with the carrier to determine whether they could be shipped back or would need to be discarded. Ultimately, the carrier was unable to mail the items and had to dispose of them, which you were made aware of by both our team and the carrier.
  

  Furthermore, the transportation of your vehicle, and the agreed upon rate, were based on your car being fully operable. This language is not only contained in the contract, but on the front page of the booking confirmation. It is also stated clearly in the terms that In the event Vehicle becomes inoperable during transport, Customer will be responsible for either returning Vehicle to operable condition, or paying the fees incurred by Company to accomplish same. Despite your vehicle becoming inoperable during transport, we have waived all additional fees that were incurred by Puerto Rico Car Transport which should have been charged to you. We hope that this new information, in addition to the $790 refund, and the fact you were aware the items needed to be removed for transport, make you feel more whole.
  
  Best regards,
  Puerto Rico Car Transport 

  Customer Answer

  Date: 06/13/2025

  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: 

  If you understand the phrase being whole.. I understand you charged me $1560 to ship my car from ** to *******, wow expensive. I also understand you refunded me $790 of my $2350. The issue still arise that you did not ship the car, so I want the car the same way you picked it up from me. with mufflers and a center console.

  I know have a car without mufflers and a center console, that you never shipped. 

  I will email you an estimate for the items, so the insurance that I bought from you to ship the car, can pay for the missing items.

  Then I will be whole.

  ****

  
  
  
  
  
   
  

• Initial Complaint

  Date:05/29/2025

  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 hired RoadRunner Auto Transport to arrange transport of my 2015 MINI ****** from ******** to *********. I was assured at booking that the vehicle would be transported by a properly insured carrier. RoadRunner assigned the shipment to United Auto Transport, whose driver delivered the vehicle with substantial damage to the convertible top and frame.The vehicle has remained undrivable and exposed to further deterioration since delivery. I filed a claim with RoadRunner on March 5th, and provided full documentation including before/after photos, text message records with the driver, a repair estimate under $5,000, and clear evidence that the vehicle was in United Auto Transports custody.Over the next two months, Progressive (the insurer associated with RoadRunners shipping operations) repeatedly delayed the claim, citing issues verifying coverage and inability to contact the assigned carrier. Despite the fact that their own adjuster verified damage and confirmed the vehicle was in the carriers custody, *********** formally denied the claim on May 2nd, stating there was no valid coverage. As of May 28th, my vehicle is still unrepaired.RoadRunners own terms state that they assign insured, compliant carriers and assist customers with claims. They failed to ensure proper coverage and have provided no meaningful support despite brokering the shipment and dispatching the carrier. The result is over 80 days of unresolved damage and ongoing *********** filing this complaint to document RoadRunners failure to stand behind the service they arranged. I am seeking reimbursement for transport-related repairs and expect RoadRunner to take responsibility for the outcome of the shipment they facilitated.

  Business Response

  Date: 05/29/2025

  Dear *** ****************** you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced throughout this process.
  
  We regret that the shipment of your 2015 MINI ****** did not meet the standard of service you expected, and we fully recognize the impact the damage and delays have caused.
  
  While the original claim submitted was for a significantly higher amount than what was ultimately confirmed, we appreciate your cooperation in submitting the revised documentation and estimate. This discrepancy may have contributed to the initial denial of the claim. As discussed, were pleased to confirm that the updated claim has been approved. Our team has reached out with the next steps, and we are actively working to bring the matter to a full resolution.
  
  We appreciate your feedback and sincerely apologize again for any inconvenience this situation has caused. Thank you for giving us the opportunity to make things right.
  
  Best regards,
  RoadRunner Auto Transport