Complaints

This profile includes complaints for V2 Logistics Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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V2 Logistics Corp. has 8 locations, listed below.

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• 

  V2 Logistics Corp.

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

• 

  V2 Logistics Corp.

  1717 Tidewater Rd Anchorage, AK 99501-1036

• 

  Hawaii Car Transport

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

• 

  V2 Logistics Corp.

  Pier 51-a Sand Island Pkwy Honolulu, HI 96819

• 

  Hawaii Car Transport

  1920 Ala Moana Blvd Ste 501 Honolulu, HI 96815

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:03/01/2024

  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.

  Transaction: 2/28/2024 Roadrunner job number: ******* Booked a 3 hour trip (200miles) on Wed, 2/28 with 1-3 day turnaround quoted.Carrier (*** Logistic LLC) was assigned Thu, 2/29. They called at 1:30p and said theyd pick up the vehicle in a couple of hours and deliver it to me that night.I contacted Carrier at 4:20p asking for an updated ETA for pickup. Dispatcher said the driver was about 30 mins out. I text, call, and leave voicemails with the disatcher about 2 hours later (6:30p) as people are waiting with the vehicle to be picked up and the dealership closes at 8p. No response. I find the owners phone number online and call it. He picks up (the dispatcher sounds like shes in the same room), and he says h*** look into it.Someone calls an hour later saying theyre the driver and lies that they just got finished fixing a flat on their trailer. I ask if I should tell the dealership that h*** pick up the next morning (3/1), and he lies I dont know. Im an hour and a half away (not <30 mins like the dispatcher said). Ill call you. Someone will call you. Also lied that *** may put another driver on it. They only have 1 truck.I call customer service at ********************** well before office hours end as per their website. I wait on hold for 45 mins. I send emails to customer support asking for support. No response. I call the main office number before the office is supposed to be closed. No response. 10a ET the next day and still no response or update from Roadrunner or *** Logistic. No RR agents have ever been available on the Shipment Support chat. I email Roardunner with no response. Icontact the *** dispatcher on the morning of 3/1 and they say they might be able to pick my vehicle up in 3 days. I've been on hold waiting to get through to customer service for an hour waiting to speak with anyone at Roadrunner to fix the problem or cancel my order as I'll now probably need to go get the vehicle myself.

  Business Response

  Date: 03/04/2024

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

  We sincerely apologize for the inconvenience and frustration you experienced with your recent shipment booked through RoadRunner Auto Transport. We understand the importance of timely and reliable service, and it is clear that we fell short of meeting your expectations in this instance.
  
  Upon reviewing the details of your transaction, we acknowledge the series of delays and miscommunications that occurred throughout the process. We deeply regret the lack of responsiveness from both our team at RoadRunner and the assigned carrier, TAD Logistic LLC. Such behavior is not reflective of the high standards we strive to maintain in our operations.
  
  We have initiated a thorough investigation into the events surrounding your shipment to identify the root causes of the issues you encountered. Rest assured, we are taking immediate steps to address any internal deficiencies and ensure that similar incidents are prevented in the future.
  
  In response to your concerns, we have taken immediate action to cancel your order as per your request, issuing a full refund.
  
  Once again, we apologize for the inconvenience and appreciate your patience and understanding as we work to rectify the situation. We value your business and remain dedicated to delivering the level of service excellence that you rightfully expect from RoadRunner.
  

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to regain your trust and confidence in our services.
  
  Best regards,
  RoadRunner Auto Transport

• Initial Complaint

  Date:02/20/2024

  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 17 January 2024 I contacted Roadrunner Auto Transport to ship my daughters car from *********, ********** to Elkhorn ********. I requested this move happen on 16 February 2024. On February 8, 2024 I was contacted by Roadrunner and they stated that they would be able to pick up on 17 February 2024. I agreed to this. On ********************************************************************************************************************* that day two hours before he would arrive at the scheduled pick up location. At approximately noon on 17 February I had not received a call from the driver so I called Roadrunner. **************** was on hold for 45 minutes. Once I got a hold of a representative they said the driver would be there before 9 PM on ********************************************* when he was two hours from the pick up location. at approximately 3 PM on ****************************************************************** the ******************* and he would not be arriving until 5 PM on 18 February. I called Roadrunner customer service was on hold waiting for someone for almost an hour when I finally did reach a customer service representative explained that the situation was unacceptable and that they needed to help me come up with a solution as I had a flight scheduled to depart ********** on the 18th of February the customer service representative hung up on me. Due to their negligence and poor planning I had to change my flight at a cost of $85 through ********* Airlines and booking a hotel for an extra night that cost me $198.58. Respectfully requesting that Roadrunner Auto Transport reimburse me for the cost of changing my flight and my extra night in the hotel. This would be a total reimbursement of $283.58. Continued to try and reach roadrunner customer service today and after holding for an hour and 15 minutes today with no answer I have decided to go this route.

  Business Response

  Date: 02/22/2024

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

  We are pleased to confirm that your daughter's vehicle has been successfully delivered, and we appreciate your patience throughout the transportation process.
  

  We understand the importance of meeting our customers' requested dates and strive to adhere to them as closely as possible. However, please note that dates and times provided are estimated and not guaranteed due to various factors beyond our control, such as route conditions and unexpected delays.
  

  We sincerely apologize for the inconvenience and frustration caused by the delays and communication issues you experienced with our services. Your feedback is invaluable to us, and we have initiated internal reviews to address the lapses in communication and ensure better service in the future.
  

  Regarding your request for reimbursement, we regret to inform you that we are unable to offer discounts or reimbursements for the incurred expenses. We understand the financial impact and inconvenience caused by the need to change your flight and book an additional hotel night, and we sincerely apologize for any hardship this may have caused you.
  

  Please know that we take your concerns seriously and are committed to improving our processes to prevent similar incidents in the future. We value your business and hope to have the opportunity to restore your trust in our services.
  

  We appreciate your understanding and patience as we work to address your feedback.
  

  Best Regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 02/29/2024

  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:
  

  Roadrunner did not resolve anything.  Issue is still open in my mind as the company confirmed via text, email and by phone that the car would be picked up on the day required as promised when in reality the driver was not even in the state of California and there was no way the driver was making it to my pick up location.  If they would have let me know the truth that day I would have worked to resolve it but as they knowingly lied (as confirmed by the driver) I do not think this company will resolve anything and they are a total scam and abusive to customers.
  
  
  
  V/R
  
  **** ****** 
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:02/20/2024

  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.

  1.22.24 unauthorized shipment of my vehicle by a woman using my stolen debit card from ********* to *******.1.23.24 Ship $86,000 vehicle and forged my signature or signed her name using my debit card w/out proof of ownership or picture ********** Called RRAT and requested the order, paperwork, and any signature this woman executed and they said NO. They will not give it to me and doesn't need to show a picture ID to ship a vehicle. I said "i can randomly pick a vehicle, view VIN/Make/Model and have RRAT *********, pay w another persons credit card, show no ID and you will ship. Their answer YES>

  Business Response

  Date: 02/20/2024

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

  We are deeply concerned to learn about the unauthorized shipment of your vehicle and the fraudulent use of your debit card. We take such matters very seriously, and we apologize for any inconvenience this has caused you.
  

  Upon reviewing your case, we want to assure you that our company prioritizes the security and integrity of all transactions. We have thoroughly investigated the incidents you described and have taken appropriate measures to address them.
  

  Regarding your request for documentation and signatures associated with the shipment, we must adhere to strict privacy and security protocols. As such, we are unable to provide you with the requested information directly.
  

  However, if you are the victim of a crime, we encourage you to file a police report as soon as possible. We are fully committed to cooperating with law enforcement authorities in their investigations, and happy to provide them with whatever information they may need.
  

  Once again, we apologize for any distress or inconvenience caused by this situation.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 02/20/2024

  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:

  There are no details provided in what "take the appropriate actions".  The information I requested should immediately be turned over since its MY VEHICLE that was shipped without documentation and/or approval by someone other than me.  Also, the order was created and paid using MY DEBIT card under my name.  ******************************* had no authority to ship my vehicle and she is likely being charged for $3,000.00 felony wired fraud she Zelled herself from my phone.  This happened within 24 hrs of the transporting my car.  I will take legal action and *** for not only the amount, but airfare to/from, hotel, transportation, meals and time to retrieve vehicle from this unauthorized transport without an appropriate resolution.

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

• Initial Complaint

  Date:01/31/2024

  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 called Roadrunner Auto Transport and the sales/call center employee setup my pickup. He reassured me that the pickup would occur and it was no problem. The day the pickup of my vehicle was supposed to occur, I only received an automated email from Roadrunner. As the day went on, I called Roadrunner to ask if they had any updates from the driver and each time they told me the driver was still coming. The day ended with no pickup and zero communication from Roadrunner. The following day I called Roadrunner to ask what was going on and they told me the driver was still coming. I waited four hours, called again, and told me the same thing. They then proceeded to send me an email, two days after the original pickup was supposed to occur to tell me the driver canceled. I've had zero communication or help from Roadrunner offering to help, offering a refund, or offer anything definitive. Worse experience I've ever had with a business!

  Business Response

  Date: 02/02/2024

  Dear **************,
  
  Firstly, we are pleased to see that your vehicle has been delivered, but we deeply regret the series of communication lapses and delays you encountered during the pickup process. We are sincerely sorry for the inconvenience and frustration you experienced with the pickup of your vehicle.
  
  It's disheartening to hear that you were left without any updates or assistance during this time. We acknowledge that our handling of the situation fell short of the level of service we aim to provide. Rest assured,we are taking steps internally to address the issues that led to this breakdown in communication and ensure that similar incidents do not occur in the future.
  
  We take your concerns seriously, and we are actively reviewing our procedures to ensure better communication and customer support moving forward. We would like to extend our sincerest apologies once again and assure you that your satisfaction is of the utmost importance to us.
  
  Thank you for bringing this to our attention, and we hope for the opportunity to regain your trust in the future.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 02/02/2024

  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:01/26/2024

  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.

  *************** with Road Runner auto transport. The auto dealership referred me to them. I have repeatedly tried to contact them and I have waited on hold for hours and still no one ever answers. I'm guessing they are going out of business or going bankrupt if they can not operate like a regular business in good standing. I have been trying to cancel the booking through emails and the phone. Nothing has worked. I would avoid a company like this. I also should have read the reviews and complaints rather than just take the dealerships word for it.

  Business Response

  Date: 01/26/2024

  Dear ******************,
  
  Thank you for bringing your experience with RoadRunner Auto Transport to our attention. We sincerely apologize for the inconvenience and frustration you've encountered while attempting to contact us and cancel your booking.
  
  We understand the importance of efficient communication and reliable service, and we regret that we fell short of meeting your expectations in this instance. Please accept our apologies for any inconvenience caused by the difficulty in reaching our customer service team.
  
  We want to clarify that your order was indeed canceled as of January 10th, and an email notification regarding the cancellation should have been sent to you. We apologize if this communication did not reach you promptly or if there was any confusion regarding the cancellation process.
  
  Your feedback is invaluable to us, and we take it seriously as we strive to improve our services and address any shortcomings in our operations. We regret that your experience with RoadRunner Auto Transport did not meet your expectations and that you encountered difficulties in attempting to cancel your booking.
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:01/23/2024

  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 in a bad situation and needed my old vehicle to be moved. On 01/21 I saw it on ****** and so I booked a reservation. Later on I figured out This place is a total scam. They do business as road runner auto transport and have the *** number at the bottom of their website and as soon as I looked it up. It says theyre not valid. They have a phone number on their website and nobody answers the phone when I try to call and cancel. Nobody answers the email. This is a complete and total scam. And Im going to have to change my card number so they dont charge me if they dont cancel my reservation.

  Business Response

  Date: 01/23/2024

  Dear ****************,
  
  We sincerely apologize for the inconvenience you've experienced and appreciate your feedback. We want to assure you that we take these concerns seriously, and after looking into the matter, we have promptly canceled your order as requested.
  
  Regarding your mention of our DOT number, we would like to clarify that our DOT number is valid, and we are in compliance with all necessary regulations. We understand the importance of transparency in our operations, and we are actively working to address any discrepancies that *** have caused confusion.
  
  We regret any difficulty you *** have faced while trying to reach us for cancellation. Our customer support team is investigating the communication issues, and we are committed to improving our responsiveness.
  
  We value your feedback and thank you for bringing this to our attention.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My recent encounter with Roadrunner Auto Transportation has been nothing short of a nightmare. The glaring issues I faced with their service include exorbitant wait times, unhelpful customer service representatives, a lack of transparency, and the inability to reach anyone at a managerial level. To make matters worse, money has been deducted from my account, yet the promised services remain unfulfilled.The primary source of my frustration was the staggering amount of time I spent on holdeight hours spread across three days. The excessive wait times not only proved to be a colossal waste of time but also exacerbated the stress of entrusting my car's transportation to a seemingly unreliable service. This level of communication breakdown is simply unacceptable and reflects poorly on the company's commitment to customer satisfaction. When I did manage to connect with a customer service representative, the experience was disheartening. The few individuals I spoke with were not only unhelpful but downright rude. Their lack of empathy and refusal to escalate my concerns to a manager only intensified my feelings of helplessness. In a situation where my money had been taken without receiving the promised services, I expected a level of urgency and professionalism that was sorely lacking.Furthermore, the vague timeframe provided for the delivery of my car from ************** to ******** only contributed to the overall frustration. The lack of concrete information left me in the dark about when I could expect my vehicle to arrive, adding unnecessary stress to an already challenging situation.Equally concerning is the absence of a direct line to the corporate office. The inability to contact someone at a higher level to address my concerns is indicative of a lack of accountability within the company. It is both alarming and unacceptable that customers are left without a clear channel to voice their grievances when services are not rendered despite payment being deducted.

  Business Response

  Date: 01/09/2024

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

  We sincerely apologize for the extremely disappointing experience you had with RoadRunner Auto Transport. We understand the frustration and inconvenience caused by the issues you encountered, and we take your feedback seriously. We want to assure you that your concerns are being addressed with the utmost urgency.
  

  First and foremost, we deeply regret the excessive wait times you experienced. Waiting for eight hours over three days is completely unacceptable, and we acknowledge the impact it had on your valuable time. We are actively investigating the root causes of these delays and working to implement immediate improvements in our communication systems to prevent such occurrences in the future.
  

  Regarding your interactions with our customer service representatives, we are genuinely sorry for the lack of helpfulness and empathy you encountered. We believe in providing exceptional customer service, and the behavior you described does not align with our standards. We are taking immediate steps to address this issue through additional training and oversight to ensure that our representatives are better equipped to assist customers in a respectful and helpful manner.
  

  We also understand the frustration caused by the lack of transparency and vague delivery timeframe. We are committed to providing our customers with accurate and timely information, and we are revisiting our communication processes to ensure that future interactions are clear,informative, and reduce unnecessary stress.
  

  Regarding the deduction of money without receiving the promised services, we want to assure you that this matter has been rectified. We have canceled the order as per your request and promptly issued a full refund to your account. Your satisfaction is of utmost importance to us, and we are committed to making things right.
  

  Again, we sincerely apologize for the negative experience you had with Roadrunner Auto Transportation. Your feedback is invaluable in helping us improve our services, and we are committed to making the necessary changes to ensure that such issues do not recur in the future.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 01/09/2024

  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:01/04/2024

  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.

  This is an auto transport company. I booked on Dec 13. The pick up date was for Thursday Jan 4. In the contract there would be subject to date change. My issue is I had been trying to get in touch with them all day. Over 45 minutes on hold, emailed various times and tried their website costumer help. Nothing was available. My last email was that I would be contacting the BBB I then received a text and email from the dispatch. Saying my delivery date was Monday Jan 8. I told them during booking and the dispatch that wouldnt work because I am flying out on the 8th. When I booked **** told me they can work around making sure it doesnt get delivered before the 9th.The dispatch called again and then said pick up would be Saturday the 6th. When I expressed my confusion and annoyance they said they would get back to me and I now am back to not being able to speak with anyone. All I am asking for is the services I agreed upon in our contract that I signed. I understand some dates have to change but they cannot give me a date before I arrive. For that amount of money I expect better communication and I just want this issue resolved

  Business Response

  Date: 01/09/2024

  Dear ******************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced during the transportation process with our company. We understand the importance of timely and clear communication, and we regret any frustration this situation may have caused.
  
  First and foremost, we appreciate your patience as we worked to address the issues you raised. We want to clarify that the delay in confirming the pick-up and delivery dates was due to our team actively seeking a carrier who could meet your specified requirements. We understand the significance of adhering to the agreed-upon terms in the terms of agreement, and we share your commitment to ensuring a smooth and reliable service.
  
  After diligent efforts, we successfully secured a carrier who was able to accommodate your requested delivery date of January 9th. We recognize that there were challenges in reaching our customer service team during this process, and we sincerely apologize for any frustration caused by the extended wait times and lack of responsiveness.
  
  Moving forward, we are committed to enhancing our communication processes to prevent similar occurrences in the future. Your feedback is invaluable to us, and we are actively reviewing and addressing the issues you raised to ensure a more streamlined and customer-friendly experience.
  
  Once again, we apologize for any inconvenience this situation has caused, and we appreciate your patience and understanding.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:01/02/2024

  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 contacted this company to ship a car across country after receiving a quote from them for $1395. They modified their quote a few days later, changing it to $1543. After accepting that quote and booking shipment on December 18th, they revised the quote three days later (with no material changes in the agreement, changing the price to $1665. This was also the scheduled pick up day as discussed on the phone with *****************. They did not arrive on the scheduled pick up date, inconveniencing the seller of the car and his family, and did not notify until the day of scheduled pickup. There was apparently an extra hood for the car, and they decided to pick up the hood and charge an additional $200, even though it doesn't create any delay for them, they never asked about spare parts for the car, and didn't discuss with me in any way until after-the-fact.Their price is now $1865, $470 (34%) above their original quote. The scheduled delivery date arrived, and there was no message from RoadRunner.Calls to the office have not been returned, and the only way I was able to get someone on the line was to contact sales, who promptly put me back in the queue. On the next call, the phone system's auto-attendant said they were closed. I've checked their website's shipment tracker, which hasn't been updated since before the pickup. 7 days later, no update.A message has been left for them to contact me this morning, but there has been no call. Attempts to call them are unanswered.

  Business Response

  Date: 01/02/2024

  Dear **************,
  
  We appreciate your feedback and apologize for any inconvenience you've experienced during the shipment of your vehicle. First and foremost, we want to confirm that your vehicle has been successfully delivered.
  
  We understand the frustration caused by the changes in the initially quoted price, and we sincerely apologize for any confusion this may have caused. Our team strives to provide accurate quotes based on the information provided, but unforeseen circumstances, such as requests to transport additional parts with a vehicle, can lead to adjustments in the pricing.
  
  Regarding the delayed pickup, we sincerely apologize for any inconvenience caused to the seller and their family. We aim to uphold the highest standards of service, and any deviation from the agreed-upon schedule is certainly not typical. We acknowledge the communication lapse and will be reviewing our internal processes to ensure such occurrences are minimized in the future.
  

  In regard to the challenges, you faced reaching our customer service team, we sincerely apologize for any frustration caused. We are actively working on improving our phone system and response times to provide a more efficient and reliable customer service experience.
  
  Thank you for bringing this to our attention, and we look forward to the opportunity to improve and better serve you in the future. 
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:12/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an active duty service member ordered to move from CA to ** with a report date of 1/10/24. I chose roadrunner auto transport after reading ****** reviews. I have been charged $1220.00 pickup and transportation of my privately owned vehicle on 12/21/23 and as of 12/28/23 not only has it not been picked up but I am unable to reach anybody with roadrunner since every call results in hold music for 20 plus minutes. Below is a timeline of events:12/14/23 - Services Booked 12/21/23 - Carrier assigned Unfortunately, there was an issue with payment because my bank would not authorize their transaction (1st red flag). The assigned carrier still showed up, physically loaded the car and told the people we had left our car with while we traveled that he needed payment via Venmo/CashApp (2nd red flag). After reaching an individual named *** with roadrunner, he very non chalantly explained that we dont have a carrier assigned at which point we had a nice little verbal tango about how somebody had all the info, physically had possession of our car and was demanding payment if we didnt have a carrier assigned. He told me to have a happy holidays, **** *** and hung up (3rd red flag). Luckily, our friends were able to get the car offloaded and we tried again (clearly against our better judgement)My wife was able to reach the friendly *** and diffuse the situation. 12/22/23 - Re-schedule the pickup for 12/23 12/23/23 - New Carrier assigned and payment was received by RoadRunner Auto Transport.The carrier asked if they could pickup the vehicle on 12/26/23 and because its the Holidays we said sure, thats fine.12/26/23 - The carrier no shows, nobody is answering.12/27/23 - The carrier no shows, nobody is answering.12/28/23 - The carrier no shows, nobody is answering.Here we are, I am on leave at home in SC with friends taking care of the car in CA and I am set to arrive in ** 1/5/24 while my car is still in CA.

  Business Response

  Date: 01/11/2024

  Dear ********************
  
  First and foremost, we are pleased to inform you that your vehicle has been successfully delivered. We appreciate you taking the time to share your recent experience with RoadRunner Auto Transport, and we sincerely apologize for any inconvenience and frustration you have faced during this process. Your feedback is invaluable to us, and we want to assure you that we are committed to addressing the issues you've raised.
  
  We acknowledge the challenges you faced during the recent transportation of your vehicle, and we understand the importance of prompt and reliable service, especially during a ************* crucial as yours. We recognize that the delays you experienced were unacceptable, and for that, we extend our sincerest apologies.
  
  In light of the challenges you encountered, we have taken immediate action to investigate the matter internally and make improvements to prevent similar occurrences in the future. We understand the significance of a smooth vehicle transport process, particularly for active-duty service members facing time-sensitive moves.
  
  Moreover, we have issued a $100 refund as a gesture of goodwill for the inconvenience and delay you experienced. We understand the importance of honoring our commitments and ensuring the highest level of customer satisfaction. Rest assured, we are working diligently to address the underlying issues that led to this unfortunate situation.
  
  Please know that we take your concerns seriously, and we are committed to learning from this experience to enhance our services. Your satisfaction is our priority.
  
  Once again, we apologize for any stress or inconvenience caused,and we appreciate your understanding as we work towards improving our services.
  
  Best regards,
  RoadRunner Auto Transport