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.

  Pier 51-a Sand Island Pkwy Honolulu, HI 96819

• 

  Road Runners Transportation

  53 Blue Spruce Drive Bear, DE 19701

• 

  Hawaii Car Transport

  1920 Ala Moana Blvd Ste 501 Honolulu, HI 96815

• 

  Hawaii Car Transport

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

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:06/10/2024

  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 search a transportation company to deliver my daughter's car to ***********, NW, **************. I was quoted ******** with the delivery from the time of pick up to drop off 3 to 4 days (including weekends. Once confirming the transaction, the delivery went from 4 to 5 days, and today, when I checked the delivery, it went from 5 to 7 days. I tried to contact the company on the day I booked the reservation (6/6/2024) because of the initial discrepancy, and the call was never answered for over two hours. I contacted RR again tonight and spent 3 hours waiting for the "next available agent" to no avail. This company is a scam.

  Business Response

  Date: 06/10/2024

  Dear Customer,
  

  Thank you for sharing your feedback. We apologize for any inconvenience and frustration you have experienced. We would like to address your concerns and clarify the situation.
  

  Firstly,we understand the importance of timely delivery, especially when it comes to transporting your daughters car to **************************. Please note that all dates and times provided during the booking process are estimates.While we strive to meet these timelines, we cannot guarantee specific delivery dates as carriers may encounter unforeseen circumstances such as traffic delays, weather conditions, or logistical issues.
  

  Regarding your reservation made on 6/6/2024, our records show that we were actively looking for a suitable carrier to handle your shipment. As part of this process, the initial delivery window provided was an estimate based on typical conditions. Once a carrier is assigned, more precise timing can be provided,but even then, certain factors beyond our control can impact the schedule.
  

  We apologize for the difficulties you encountered in reaching our customer service team. High call volumes can occasionally lead to longer wait times, and we are working to improve our responsiveness. Your feedback is invaluable, and we are taking steps to enhance our communication channels.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:06/06/2024

  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 was quoted $695 to ship a car over one state and upon confirming the shipment they increased the price to $1,016 without notifying us beforehand. Also, when trying to call them absolutely NO ONE answers the phone. They are scammers and have pretty much no customer service. This company should be shut down for the way they operate.

  Business Response

  Date: 06/10/2024

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

  Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience and frustration you experienced regarding your car shipment.
  

  At RoadRunner, we strive to provide the best possible service to all our customers. However, there can sometimes be a surge in demand around the time of a customers desired shipment dates, leading to a lack of carrier availability.To accommodate these desired dates and avoid shipment delays, we may contact the customer and offer an optional rate increase. Customers are always free to either wait for more carrier availability or cancel at no charge.
  

  Our records indicate that on 6/5, we did reach out to someone listed on the order to discuss these options. We are sorry if this communication did not reach you effectively or caused any confusion.
  

  Regarding the difficulty in reaching us by phone, we are currently experiencing high call volumes and are working diligently to improve our response times and overall customer service.
  

  Once again, we apologize for any inconvenience caused.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:06/04/2024

  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.

  2/19/24- Booked bought SUV with Hawaiian Car Transport from ****, ** to *******, *******. In my receipt, additional coverage fee of $95 was paid for any incidental, accidental damages during transportation.2/23/24- SUV was dropped off at the port in *****2/29/24- SUV sailed from ****, ** to *******, ** 3/14/24- pick up suv at ************. Noted scratches and dent during inspection with the port inspector at ********3/15/24- emailed Hawaiian Car Transport (HCT) about filing a claim on damages during transport 3/21/24- email sent to HCT; 2 car shop estimates and picture, copy of BOL per HCT request 3/25/24- follow up email was sent to HCT. Received email from claims **** **** ***** Welcome acknowledging my claims.'3/27/24- offer received from ****************** for $2K . Pls note estimates from car shops were $4-$5k to repair damages.additional car shops estimates were forwarded to JWelsome sine she wasn't satisfied with the previous estimates stating that they added repair of other prior scratches and dents to the car with the estimated amounts. New estimates were also around $4-$5k but HCT claims ****. JWelsome continues to decline paying full amount.5/28/24- last email correspondence with ********, still refusing to pay the full amount to repair damages occurred during transportation.In my conversation with ********, I stated that labor in SF area is the most expensive in the US but she still denied my claim. Offered to call the car shops about the estimates, transparency but ******** refused. I am asking the office of BBB to please help me settle this claims in appropriate settlement amount to fixed damages occurred during transport of my 2020 *** X2. Thank you

  Business Response

  Date: 06/05/2024

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

  Thank you for reaching out to us regarding your recent claim related to the transportation of your 2020 *** X2 from ****, **, to *******,**. We understand your concerns and appreciate your patience as we have reviewed the details of your claim thoroughly.
  

  Firstly, we want to assure you that we take all claims of damage seriously and strive to provide fair and equitable resolutions in accordance with our policies. We have attached the pickup and delivery Bills of Lading for your reference, which include detailed inspections conducted at both the origin and destination ports.
  

  During the initial inspection at the port in ****, conducted prior to *****'s possession of the vehicle, several pre-existing damages were noted. Specifically, these included scratches and dents on the left front door,roof, and right rear door. These pre-existing conditions were documented on the pickup Bill of Lading, which you acknowledged at the time of drop-off.
  

  Upon delivery and subsequent inspection at the ************, we acknowledge the presence of additional scratches and dents in the same areas.While we are committed to addressing any new damages incurred during transportation, it is important to differentiate between pre-existing conditions and new damages.
  

  Our obligation is to restore your vehicle to its pre-shipping condition, not to a new or better-than-original condition. Based on the evidence provided and our thorough investigation, we have determined that the offer of $2,000 is fair and in line with the coverage you purchased. This offer addresses the new damages while considering the pre-existing conditions documented at the origin.
  

  We understand that repair costs can vary, particularly in high-cost areas such as *************. However, the estimates provided include repairs for both new and pre-existing damages, which exceeds our coverage obligations. Our claims representative has reviewed all submitted estimates and maintained our position based on the available evidence and our commitment to restoring the vehicle to its pre-shipping condition.
  

  We appreciate your understanding and cooperation in this matter.Our goal is to reach a fair settlement, and we believe the current offer meets this objective.
  

  Best regards,
  Hawaii Car Transport 

  Customer Answer

  Date: 06/05/2024

  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 four areas identified as new scratches and dents occurred during transportation were in the estimates provided by the 5 car shops and only the new 4 damages in the claims were identified in the estimates plus process of how to fixed the damages as explained to me at the car shop. Like what I said, I am not a mechanic, if Hawaii Car Transport is claiming that the estimates are for old and new damages repair then I challenge to take those estimates to a car shop of their own or call the car shops themselves. How can you just decide to write a check for $2000 for the damage, repair and labor? 
  pls note that the response sent by Hawaii Car Transport or V2 logic was the same response ************************* had sent me in threads of email questioning her why her company not sending me the estimated amount from the car shops.

  Thats the reason I prompted to asked help from BBB and Attorney General Office.

  Thank you. *******************************

   

   
  

  
  
   
  

• Initial Complaint

  Date:05/29/2024

  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 made reservations on 04/09/2024 to have my vehicle transported from ********* to ********* scheduled pickup 05/24/2024. I was reached out to for payment I made payment in the amount of $1195.00 on May 20th. I was advised that a driver was located. Recieved another email said driver will notify 2-3 hours before pick up. Friday no-one showed. Roadrunner sent email withAssigned Carrier: Country Logistics *** Carrier Phone: ************** / **************. I called them they said call driver at ************** driver ***** . I spoke with him he said he was in ******** but he will.pick up vehicle Saturday no later then early morning Sunday. Its past noon I've called Roadrunner, Country logistics and ***** the driver multiple times and no answer. My vehicle us now stuck in ********* I am now in ********* with no answer as to if and when my vehicle will be transported. As soon as I paid I could no longer get a hold of anyone. My ref# ********

  Business Response

  Date: 05/30/2024

  Dear ******,

  We are pleased to inform you that your vehicle has been successfully delivered. We understand the importance of timely and reliable service, and we apologize for the inconvenience and frustration you experienced during this process. Your experience is not reflective of the high standards we strive to maintain.
  

  It's important to note that all dates and times provided are estimates, as carriers can occasionally run into delays due to unforeseen circumstances. We regret that the carrier was unable to adhere to the original schedule and that this led to significant confusion and inconvenience for you.Communication is a key aspect of our service, and we are deeply sorry for the lack of timely updates and responses.
  

  Your feedback highlights areas where we need to improve,particularly in our communication and coordination with both our customers and our carriers. We are taking immediate steps to address these issues to prevent similar situations in the future. Ensuring that our customers are kept informed and reassured throughout the transport process is a top priority for us.
  

  Thank you for bringing these issues to our attention. We truly value your business and appreciate your patience and understanding.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:05/24/2024

  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.

  Schedule auto transport in April for a PCS with a pick-up date of 21 May 23 and no later than 23 May 24, confirmed with discussions with ***************************** before booking. On 20 May 24 I was informed the pick-up would occur on 23May24. Today on 23May it is 1837, the carrier has not picked up my vehicle which has already been paid in full for transport and I have not been contacted by either road runner or the courier they contracted to move my vehicle. road runner and the assigned representative, *****************************, are unreachable and have not returned voicemails over the past week seeking more information on the status of my transport pickup.

  Business Response

  Date: 05/30/2024

  Dear **********************,
  
  We are pleased to inform you that your vehicle has now been successfully delivered. We deeply apologize for the inconvenience and the anxiety caused by the delay in the pickup and the lack of communication from our side.
  
  Unfortunately, estimated schedules for carriers can sometimes run into unforeseen delays. We understand how frustrating this can be,especially when you are managing a PCS move. We deeply regret the lack of communication from our team and the stress it may have caused you. We understand the importance of keeping you informed throughout the transport process, especially during such a significant event as a PCS move. Your peace of mind is our priority, and we acknowledge that we fell short in meeting your expectations in this regard.
  
  We are currently reviewing the situation to ensure that such lapses do not occur in the future. Your feedback is invaluable in helping us improve our services and communication processes. Once again, we apologize for the inconvenience and appreciate your understanding and patience throughout this process.
  
  Best regards,
  RoadRunner Auto Transport

• Initial Complaint

  Date:05/22/2024

  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 requested a booking to ship my car from ******** to ********. I was quoted $965. I was asked to provide my credit card number but the site indicated it would not be charged until a carrier was found and acceptance of all charges completed. I received a phone call from this company telling me the new price was $1,143. I was told to look for an email with the price change for me to approve. WIthin minutes of hanging up, my **************** card was charged and I have yet to receive any documentation regarding the price change. I have been trying to contact the company for over 3 hours to cancel. Crickets.....phone rings and rings. called all number I can find on the internet for these people. THey do business under Road Runner Auto Transport but their email addresses and searches come up differently

  Business Response

  Date: 05/22/2024

  Dear **********,
  
  Thank you for your feedback and for bringing this to our attention. We apologize for any inconvenience or confusion caused during this process.
  
  Following your initial quote of $965, we found a carrier, but at a higher rate, so we contacted you to offer you the optional rate of $1,143, which our notes indicate you agreed to. We understand the importance of transparency and customer consent, which is why we sent an updated booking confirmation to your email on file on 5/21 at 12:03 PM immediately after our phone call to confirm the new rate.
  
  We acknowledge your concern regarding the charge on your **************** card. Upon review, we confirm that you spoke with a representative who addressed your concerns, and we have since cancelled your order. The transaction has been voided, ensuring that no charges will be applied to your account.
  
  We regret any inconvenience this experience may have caused you. Our goal is to provide excellent service, and we are taking steps to ensure this does not happen in the future. We value your feedback.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:05/22/2024

  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 had booked with this company being that it seems commercial and there would be a better chance in receiving the best quote and quickest turn around time to find a driver.After speaking with a representative, I was told that my claims adjuster, *****, would give me a call back. I have not heard from Chase in 2 weeks.I have called multiple times. Every single time I say Hello, I have been looking for someone to contact me, they hang up. I spoke with another representative last week who picked up, screamed at me, and then proceeded with foul language at me (the * word) and then hung up.I have emailed the company regarding my claim in that I wish to no longer proceed being that I have received less than poor communication from the staff, as well as no follow up call.No response.

  Business Response

  Date: 05/22/2024

  Dear ********************,
  
  As per our records, your order has been cancelled. Thank you for your feedback. We sincerely apologize for the inconvenience and frustration you have experienced with our service. Your experience does not reflect the high standards we strive to maintain.
  
  We have been attempting to reach out to you since 5/17 and have left several voicemails during this period. We are sorry that our attempts to communicate did not reach you and that you have had difficulty connecting with our team.
  
  We deeply regret the negative interactions you have had with our representatives. This is not the level of professionalism we expect from our staff, and we will address this issue internally to ensure it does not happen again.
  
  We understand how important it is to have prompt and courteous service, especially during times that require assistance with finding a carrier. Your feedback is invaluable, and we will use it to improve our processes and communication strategies.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 05/22/2024

  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 would like a response regarding my previous order to ensure that order is cancelled and my finances within their lack of business is resolved.

   

   

   

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

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

  Customer Answer

  Date: 05/23/2024

  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 would like to know if my card will be charged at all for any fee.

   

   

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

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

  Business Response

  Date: 05/23/2024

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

  We want to assure you that your card will not be charged any fees.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:05/20/2024

  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.

  In February, 2024 I contracted with Roadrunner to transport my car from ******* to *************. The pickup date was set for May 20, 2024. The contracted rate was $725 and was quoted to me as a firm fixed price and verbally guaranteed by their dispatcher after I asked if the cost could change. I did not hear from them until May 16th when they called to tell me that the price had increased to $1,725. When I asked why, I was told that the FL to MA route was very popular and very expensive, and that the carrier charged what the carrier charged. I pointed out that I had a firm quote and was told that it was only an estimate. So, if the route is popular and expensive, why did you estimate $1,000 below the actual cost? They claim to have been in business for 30 years, you would think that they'd know the true cost. I was told to take it or leave it, and they'd be happy to cancel my reservation. This is all fine and good, but it's 4 days before I'm heading home, and the reason I booked in February was so that I wouldn't have to scramble at the last minute, pay top dollar, and most likely not find anyone with available space. I have another carrier who is looking for me and thinks he can get the cost to $1,350 which is almost double what Roadrunner quoted and contracted (in writing). This is classic bait and switch and they should not be allowed to get away with voiding a signed, valid contract.

  Business Response

  Date: 05/20/2024

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

  As requested, your order has been cancelled. Thank you for taking the time to share your feedback. We deeply regret the inconvenience you experienced with your car transportation booking. Your concerns are very important to us, and we appreciate the opportunity to address them.
  

  Firstly, we sincerely apologize for the late notice regarding the rate increase. We understand how frustrating it can be to have unexpected changes, especially so close to your planned departure. Our goal is always to provide reliable and transparent service, and we are sorry that we fell short in this instance.
  

  It is important to note that while we strive to provide firm quotes based on our best estimates, there are times when market conditions change unexpectedly. Around certain times, such as the dates you selected,there can be a significant surge in demand for car transportation services along popular routes like ******* to *************. This surge can lead to a shortage of available carriers, which in turn drives up the costs. In such situations, we may contact customers with an optional rate increase to secure timely transportation and avoid delays.
  

  We apologize that this situation was not communicated to you sooner and that the adjustment was substantial. Our intention is always to offer our customers the choice to either accept the new rate, wait for more carrier availability at the original rate, or cancel the reservation at no charge.
  

  We regret that this process caused you such inconvenience and did not align with your expectations. Your feedback is invaluable and will help us improve our communication and service practices to prevent similar occurrences in the future.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 05/21/2024

  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 response is simply a series of apologies with no corrective actions taken.  ************ has cost me a lot of time and money due to their deceptive bait-and-switch business practices.  Contracting me at a rate of $725 in February for a May transport, and then waiting until 3 days before transport to inform me that the rate has suddenly increased $1000 to $1750 left me with no reasonable alternatives for moving my car.  The whole reason I booked 3 months early was to avoid having to pay a last minute booking rate, and I was guaranteed by Roadrunner that my rate would not change from the contracted amount.  This clearly was a lie, and as I said, left me high and dry.  

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

• Initial Complaint

  Date:05/14/2024

  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.

  Roadrunner Auto Transport quoted us $695 to transport a ****** Rav4 from ************, ** to *********, **. Very important to us was their prominent advertising of "door to door" service (they pick up your car at your location, and take it directly to the location you choose). Our *actual* experience, however:(1) On very last day of our pickup window, they change the price to $1285, almost double.(2) Driver says we have to drive 30 minutes away into central ***** for the pickup (remember, "door to door" was promised, now we have an extra hour of driving for the two of us). Roadrunner doesn't answer phone after hour on hold, so we're at driver's mercy and it's too late to schedule with anybody else, so we drive there thinking "well at least that's taken care of".(3) Fast forward to a couple days later in *********, we get a call from driver saying we have to meet him FORTY FIVE MINUTES AWAY, all the way on other side of ********* through stadium traffic. (4) We remind driver of "door to door" guarantee. He says tough luck, oh well, I'll be back through here next week and we'll talk then (so effectively holding our car hostage). (5) Roadrunner again doesn't pick up phone, hour on hold, so no help.(6) Eventually driver "compromises" on a place ***** minutes away and says "take it or leave it". Well, he has our car and our money, so we went and got the car, the two of us each spending another hour or so driving through pouring rain.(7) Finally got a Roadrunner rep to pick up the phone today (after more hour-long-hold fun over last couple days), and it develops that (surprise, surprise) "it isn't our policy" to compensate us in any way for this.So not only did we get bait and switch on price, but I think we have a serious False Advertising claim. Also, I see from reviews they double price regularly as a business practice.What would I *like* to happen? Well mainly I'd like compensation e.g. in the form of a refund. Really they should also fire that driver.

  Business Response

  Date: 05/14/2024

  Dear ********************,
  
  We sincerely apologize for the negative experience you had with RoadRunner Auto Transport. We understand your frustration and disappointment, and we want to address your concerns as thoroughly as possible.
  
  Firstly, we'd like to clarify that the online rates provided are estimates based on various factors including carrier availability,distance, and current market conditions. We strive to provide accurate estimates, but sometimes unforeseen circumstances can lead to adjustments in pricing, especially when carriers are in high demand or specific routes are more challenging. Also, there can sometimes be a surge in demand around the time of a customers desired shipment dates, leading to a lack of carrier availability.In order to try to accommodate these desired dates and avoid shipment delays,we may contact the customer and offer an optional rate increase. Customers are always free to either wait for more carrier availability or cancel at no charge.
  
  Regarding the issue with the pickup and drop-off locations,while we aim to uphold our "door to door" policy, certain areas may pose logistical challenges for carriers. In some cases, carriers may request meeting points outside of city centers or congested areas to ensure the safety of both the vehicle being transported and other motorists. We understand that this can be inconvenient, and we apologize for any inconvenience caused by the deviation from your expected door-to-door service.
  
  We deeply regret the miscommunication and inconvenience you experienced during the pickup and drop-off process. Our customer service team strives to be responsive and helpful, and we are disappointed to hear that you had difficulty reaching us when you needed assistance. We are continuously working to improve our communication channels to better serve our customers.
  
  As for your request for compensation, we understand your frustration but unfortunately, we cannot offer any refund. Once again, we apologize for the inconvenience and frustration you experienced during your transport with us. We value your business and feedback and are committed to improving our services to prevent similar issues in the future.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 05/17/2024

  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: 

  (1) You ADVERTISE prominently that you provide door-to-door service. And yet you didn't provide that at EITHER END of our trip, with us needing to drive half an hour (each way) both times, so almost 2 hours of extra driving each for BOTH myself and my wife. If the driver had some problem like "my truck won't fit down your street" then sure I'd happily meet him at e.g. THE GIANT PARKING LOT RIGHT ACROSS THE STREET. We in fact proposed this to the driver, and he refused. It was very obvious that in both cases the driver was trying to save his own time and schedule, at the expense of ours. Again I will point out that you ADVERTISE door-to-door service. So if you're not willing to stand by your advertisement and provide some compensation, then you have engaged in FALSE ADVERTISING. 

  (2) You admit to *doubling* the price at the last minute, and claim oh-sometimes-it-costs-more-than-we-think and yet the preponderance of reviews (and BBB complaints) about your company detail the exact same behavior and that makes me think that this is your BUSINESS MODEL. If prices sometimes varied by 10% or something then whatever, but you're obviously running a Bait and Switch operation.

  (3) Assuming I continue to hear no acceptable response on this, I will proceed with complaints to appropriate federal agencies and state attorneys general.

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

• Initial Complaint

  Date:05/14/2024

  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.

  On 4/2 I scheduled for a pickup of a car at *******, SC to be delivered to *******, **. I signed an agreement for ~$800 for the car to be picked up on 5/6. I received numerous subsequent emails that my delivery was on target and no further action was needed. 5/6 came and no contact from the company. I called customer service and after being on hold for about an hour the rude rep told me that they didn't have any drivers available. I immediately canceled. I was luckily able to find a competitor who took the car back but for double the price due to the short notice. RoadRunner was deceptive in its practices IMO and owes not only an apology to their customer but also a refund of the delta between their fees and the fees charged by the company I had to hire at such short notice.

  Business Response

  Date: 05/14/2024

  Dear ******************,
  
  We are sorry to hear about your recent experience with RoadRunner. Your booking has been canceled and you have not been charged any fees.
  
  We understand the frustration of expecting a service to be carried out as scheduled, only to encounter unexpected delays. Our team works hard to ensure timely pickups and deliveries, but unfortunately, there are times when unforeseen circumstances such as driver availability, road closures,traffic, and inclement weather, can affect operations. That is why it is clearly stated in the contract that dates and times provided for pickups and deliveries are estimates only and never guaranteed.
  
  As we stated earlier, you were never charged so there is no refund to give. We acknowledge that finding an alternative solution at short notice can be challenging and we apologize for the inconvenience caused.However, based on the foregoing, RoadRunner is not able to pay for your vehicle to be transported by another company.
  
  Best regards,
  RoadRunner Auto Transport