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

• 

  Hawaii Car Transport

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

• 

  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:03/05/2025

  Type:Order 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 paid Roadrunner Auto Transport $200 up front to transport outback vehicle from ******************* to *************** with a promise to pay $800 upon receipt of our car insurance info *******. We have been given three separate dates that our car would be picked up. Dates were 3/1/25, 3/3/25 and 3/4/25. So far the driver has not shown and we are out $200. The driver supposedly is named Vitaily his number is ************. He says hes just a driver. Please help !

  Business Response

  Date: 03/05/2025

  Dear *** ********************** you for your feedback. We're sorry for the delay. As we discussed over the phone with *******, your vehicle is scheduled for pickup today. The estimated delivery remains on track for Saturday, 3/8. We sincerely apologize for any frustration this may have caused.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:03/03/2025

  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.

  My son contacted this company to transport my vehicle from ******** to ****. He filled out an online form for more information. Without a contractor anything confirmed they sent a driver to pick up the car. The driver came without a confirmed date or time. When my car arrived it was damaged due to the way it was transported. When my son reached out to the company to file an insurance claim, they gave him the runaround. Now theyve ghosted him completely. This is very poor business and customer service. Yet their website says that they are rated number one by ******??? I would like help to resolve this.

  Business Response

  Date: 03/03/2025

  Dear *** ******,
  

  We understand your concerns and would like to clarify the details of your transport. Your son booked this shipment with us on 2/17 for pickup on either 2/18 or 2/19. On 2/17, we confirmed a carrier, United Auto Transport **** for pickup on 2/18, and this information was provided to him. He later contacted our customer service team to inform us of where the keys would be left for pickup on 2/18.
  

  Upon delivery, the bill of lading was signed, confirming there were no new damages to the vehicle. This document serves as the official inspection report at both pickup and delivery. If there had been any new damage, it would have been noted at that time.
  

  Additionally,the damage being claimed relates to the vehicles suspension. As outlined in the terms of the agreement signed before transport, we do not assume liability for damage to undercarriage components such as a vehicles suspension. This exception is explicitly stated in Section 6(b):
  

  "Damage to the undercarriage, lower body panels in vehicles with less than 8clearance, exhaust systems, tires, rims, suspension, wheel bearings, tie-downs,mechanical functions such as but not limited to: brakes, alignment, tuning,charging systems, batteries, or interior components as no evaluation is made of these components or systems at pickup or delivery of the vehicle."
  

  We strive to be transparent about our terms and procedures, and all customers agree to these conditions prior to transport. The documentation from this shipment does not indicate that any new damage occurred during transport, and the type of damage described falls outside of our coverage.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 03/04/2025

  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:

  My son reached out to your company on several occasions to submit a follow up insurance claim as he purchased the additional transport insurance. His inquiries were not met satisfactory with responses. If he purchased insurance, he should have the ability to make a claim.
  

  Also, regarding your statement about the suspension. when the driver picked up the car he was able to drive it onto the transport vehicle. However, when it was delivered, that was not the case. Clearly something happened during the transport. When the car was delivered, my son had no way of knowing the suspension had been damaged. Currently, in his driveway, there remains evidence of the fluid leak from the suspension. So again this damage happened during transport.
  

  Also, based on your policy, which I did not sign and would not have signed, your  company covers nothing. You are basically ripping consumers off. You accept no responsibility for damages caused by your transport company contractors whatsoever. I think this is a strong case of buyer beware and consumers should know about this.

  Neither my son or myself have ever used a transport company to move a vehicle. So there are things that we would not have been aware of. And your company did not take any steps to ensure that we understood that you accept no liability for damages that you may cause. And your response clearing blames the consumer and accepts no responsibility again. Whatever happened to customer service?

  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:02/25/2025

  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.

  Scheduled car transport with Roadrunner Auto to pick up my car 2/14 to ship from ************* ******** to ****** ******** and the total was $1,289.00. Car was not picked up until 2/15 which is the last time I saw it. ******* was the third party carrier. Per Roadrunner website, online tracking is available to you 24 hours a day. On 2/16 I reached out to the driver for an update on the *** as I had done last time I had shipped my car with this company and told that the truck broke down in ************ and would get an update the next day. Roadrunner had not given any update on the car and when asked about the 24 hr a day tracking, I was told that it is not a live tracking number and they will try and give me an update soon. On 2/17, I called again with no update or the whereabouts of my car. On 2/19 I finally got an email about car delivered 2/21 but still no one had told me where my car had been or who the driver was that would be delivering my car or if it was the same driver. On 2/20 I messaged the driver with no response. On 2/21 am, received an email stating my car would be delivered 2/21 and messaged driver with no response. Around noon on 2/21 called and spoke with a roadrunner staff that confirmed my car was going to be delivered that day and the driver had until 9 pm. 9:30 pm hits and I call the driver. I get a message back saying the driver had quit ******* due to unsafe working conditions and still no update on the whereabouts of my car. On 2/22 I call at 8:15 am called **** to ask for the location of my car and was told I have no clue the whereabouts of your car, it could be at a rail yard in ************ for all I know. 2/22 got a text from random number saying car would be delivered 2/24 but no proof of car or the location of the truck and roadrunner still had no clue of the location or ETA of the car. As of 2/23, spoke with customer service manager **** with no news of the location and I had to get a rental car and miss two days of work.

  Business Response

  Date: 02/25/2025

  Dear *** ******************* sincerely apologize for the inconvenience you experienced during your vehicle shipment. All pickup and delivery dates are estimated, as carriers can encounter delays and breakdowns, especially during this time of year. We understand how frustrating it was to deal with delays and limited communication about your cars location.
  
  We regret the challenges caused by the breakdown and staffing issues with the assigned carrier, *******. Although delays can occur due to unforeseen circumstances, we understand that more timely updates should have been provided. We appreciate your patience as we navigated these unexpected challenges.
  

  Your vehicle is currently located in ************ and is scheduled to leave today,with an estimated delivery date of Friday, 2/28. We are closely monitoring the situation to ensure there are no further delays, and we will continue to keep you informed until your vehicle is safely delivered.
  

  We recognize the inconvenience this has caused, including the need for a rental car and missed workdays. To acknowledge this, the carrier provided a $200 discount, which we have already processed for you.
  

  We value your feedback and are committed to improving our communication and services. Once again, we sincerely apologize for the inconvenience this has caused.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/19/2025

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

  Customer Answer

  Date: 02/19/2025

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

  [Your Answer Here]

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

   

   

   

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

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

  Business Response

  Date: 02/20/2025

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

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

  We apologize for any inconvenience this has caused.
  

  Best regards,
  RoadRunner Auto Transport
  

  
  

• Initial Complaint

  Date:02/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/10/2025

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

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

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/21/2025

  Dear *** *****,
  

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

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

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

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/12/2024

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

  Customer Answer

  Date: 11/12/2024

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

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

   

   

   

   

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

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

  Business Response

  Date: 11/13/2024

  Dear *** ******,
  

  Thank you for sharing your feedback.
  

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

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

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

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

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 11/14/2024

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

  [Your Answer Here]

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

   

   

   

   

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

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

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/08/2024

  Dear *** ******,
  

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

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

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 11/14/2024

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

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

  
  

  
  
  
  
  ******** *
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/15/2024

  Dear *** ******,
  

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

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

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

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

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 11/18/2024

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

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/04/2024

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

  Customer Answer

  Date: 11/13/2024

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

  
  

  [Your Answer Here]

  
  

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

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 11/15/2024

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

  Customer Answer

  Date: 11/17/2024

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

  
  

  [Your Answer Here]

  
  

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

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/26/2024

  Dear *** ******,
  

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

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

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

  Best regards,
  Hawaii Car Transport