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:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/923 I booked the transport of my 2007 Chrysler P.T. Cruiser from **** ** to ********** **. They quoted me $1375.00 with no hidden charges. I tired calling they with questions and after waiting for hours to get someone on the line, I was told me car would be picked up 8/17 and delivered to its destination on 8/24, but it would cost $100.00 more than quoted. I agreed and I noticed they debited my account at that time for the full charge. Twenty minutes later I got an email saying they could not pick up my car at that time, they would get back to me. Which they never did. I had alerted those on the receiving end as the date of delivery. So I had to alert them of the change. After spending an entire day by the phone waiting for any word I became upset. It took me over an hour trying to get someone on the phone, and when I did, I asked for a full refund, as they did not stick to the date they assigned me. They said I would get a refund, in 3 to 5 days, I am still waiting but will contact my credit card company if they do not receive it as promised. They have all these phone numbers posted but there is never anyone there to answer the phone. I did some checking and found another transport company that I can call and talk to someone instead of listening to music for hours. The new company gave me a quote and promised it would not go up 1 cent. To me this is one of the worst transport companies to consider. I learned the hard way, don't do the same.

  Business Response

  Date: 08/16/2023

  Dear **************,
  
  I'm sorry to hear about your frustrating experience with our transport service. We deeply apologize for any inconvenience and frustration you've faced during this process. Your feedback is invaluable to us, and we appreciate you taking the time to share your concerns.
  
  We understand that the process of getting your 2007 Chrysler P.T. Cruiser transported from ****, ** to **********, ** did not go as smoothly as expected. We acknowledge that there were discrepancies in the quoted price and the actual cost, which was a result of increased demand and fluctuating fuel prices. It's important to note that the online quotes we provide are estimations and may be subject to change due to these factors.
  
  Furthermore, we apologize for the confusion surrounding the pickup and delivery dates, as well as the unexpected delay in communication. We understand how frustrating it can be to wait for responses and updates, especially when time-sensitive arrangements are involved.
  
  In response to your concerns, we have taken action. We have canceled your order and issued a full refund, which should be processed within 3 to 5 business days.
  
  Your feedback regarding our phone communication is duly noted. We are constantly working to improve our customer service and ensure that our clients have a more seamless experience when contacting us. We understand the importance of direct communication and are taking steps to enhance this aspect of our service.
  
  We genuinely regret that we were not able to meet your expectations in this instance. We acknowledge that there are areas where we can improve, and we're committed to learning from this experience to enhance our services going forward.
  
  Thank you again for sharing your feedback, and we hope that your future transport experiences are smoother and more satisfactory.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer Answer

  Date: 08/16/2023

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

       Unless something unforeseen happens, I should be refunded my full, $1475.01.  The hours I spend waiting on the phone, and waiting for a promised call in 2 hours that never came.  My time is every bit as important as yours.  If you don't know how to run and business and provide the minimum amount of courtesy to your customers, you should get out of the business.  You certainly earned your D+ rating with BBB.  You should be made endorse $500 for each customer that you jerk around like you did me.  You are THE WORST. 

  
  

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

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting on behalf of my 81 year old mother-in-law (*****************) who had her car shipped from ** to ** after she moved. She is looking for a refund of the $150 charge that was extorted from her.The contract with Roadrunner and their website state that cars can be shipped with personal items in the back seat (documents uploaded). When the driver went to pick up the car he said there would be a $150 additional charge because there were personal items in the back seat and if we refused to pay he wouldn't pick up the car. She only had minutes to decide or he was leaving and while we tried to contact Roadrunner customer service there was not enough time. When the car arrived in AZ the driver would not release the car until he was paid the extra $150. When we discussed this with Roadrunner they said items are allowed in the back seat (up to 100 pounds) and they would handle this with the driver. When we didn't hear back I contacted Roadrunner and they claimed the items weighed more than 100 pounds and would not credit the $150. I unloaded the car so know it weighed under 100 pounds and asked for proof of the weight which they could not provide. They now refused to refund the $150 because the items were blocking the rear window which we have pictures to dispute this claim and no where does it say they can charge extra even if it had. As additional background, to show how this company operates the original quote (********* for shipping was $1,285. After it was accepted and it was booked (R597131) the price increased to $1,543. *** was in the middle of travel to AZ and had no option but to accept. This company appears to take advantage of people when they are in a venerable position and tack on these last minute price increases when you have no options to change plans, essentially extorting additional fees.

  Business Response

  Date: 08/16/2023

  Dear ****************,
  
  We appreciate you taking the time to share your feedback regarding the recent car shipment of your mother-in-law's vehicle from ** to ** using our services at RoadRunner Auto Transport. We take all customer concerns seriously and aim to address them promptly and fairly.
  
  We understand the situation you've described and would like to address each of your points in order to provide a comprehensive response.
  
  Firstly, we acknowledge that your mother-in-law, was charged an additional $150 for personal items found in the back seat of the vehicle. We would like to draw your attention to the terms of agreement that you signed, which clearly state that all property must be stored either in the trunk or below the window line. The terms also indicate that items not in compliance with these guidelines may result in additional fees or seizure. Our carriers request for the extra charge was aligned with these terms, as the items in the back seat were in violation of the agreement.
  
  We also want to clarify that the terms of agreement stipulate that if a vehicle contains more than one hundred (100)pounds of additional items, it may be subject to refusal for pickup or delivery, or could incur additional fees. Based on the documentation provided by our carrier, it appears that there was an agreement reached between the customer and the carrier to pay the additional $150. We have text proof of this agreement, indicating the customer's acknowledgment and acceptance of the extra charge.
  
  We understand your concern and have thoroughly reviewed the pictures you provided. However, we would also like to inform you that we have received pictures from the carrier which clearly show that the personal items were indeed blocking the rear window of the vehicle.This violation of the agreement terms led to the carriers decision to impose the additional charge.
  
  In addition, we would like to address the price discrepancy that you mentioned between the original quote and the final booking price. While we understand that this change in price was unexpected,please note that quotes provided are subject to change based on various factors, including availability, demand, and specific details of the shipment.We always strive to provide accurate and competitive pricing to our customers.It's our standard practice to confirm new rates with customers before moving forward with a carrier. This helps us ensure transparency and avoid any misunderstandings regarding the final costs. We apologize for any inconvenience this may have caused.
  
  Thank you for bringing this matter to our attention. We value your feedback.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday the 8/9/2023 I went and got a quote to ship my vehicle back to ************. They called me back instantly. Set up the date delivery ok. Then the day before my vehicle was supposed to get picked up I get an email it's delayed 2 days. Ok. I understand. Next 2 days same email. Then the next same thing. My date pushed again. I attempted to call them to get some information from customer service. No response. I then made a fake quote ... And low and behold ******* the same guy. Calls me back... Now he knew it was me and said *****??? I said yes I have tried calling for 4 days and I left voicemails. I want a refund. I want to cancel I will try a different company. He hung up on me. Hour later he finally responded to my voicemail. I told him I want my email confirmation for the cancellation and refund. He said he would get it he was very rude said he had already spoken to me about this previously. ... And went into 0 details I said I want my refund. I know it takes a few days. I want email confirmation. I feel this is fraudulent. Still no email confirmation he never asked for a shipment order nothing. He knew my name. I just feel this is fraud.

  Business Response

  Date: 08/15/2023

  Dear ********************,
  
  Thank you for sharing your experience with us, and we sincerely apologize for the inconveniences you've faced. We understand the importance of timely and reliable service, and we deeply regret any miscommunication or delays that occurred. This situation is far from the level of service we aim to provide to our valued customers, and we deeply regret any negative impression it may have left.
  
  We'd like to address the concerns you've raised and assure you that we take your feedback seriously. Regarding the delays, it is important to note that while we always strive to provide accurate and timely service, there are instances where unforeseen delays can occur due to factors beyond our control. We acknowledge that in this instance, there were delays in our response and a lack of proper communication, which is not reflective of our commitment to customer satisfaction. Please be assured that we take full responsibility for the breakdown in communication and the overall unsatisfactory experience you had.
  
  Upon reviewing your case, we have taken appropriate measures to address the issues you've raised. We can confirm that your order was indeed canceled, and a refund has been initiated. Rest assured,your refund is in progress and should reflect in your account within the standard processing time.
  
  We genuinely value your feedback and will be using this incident as an opportunity to learn and improve our customer service procedures. Our team is actively working to rectify the communication issues and ensure that such instances do not occur in the future.
  
  We understand that your experience with us has fallen short of your expectations, and for that, we deeply apologize. We appreciate your patience and the opportunity you gave us to address your concerns.
  
  Once again, we apologize for any inconvenience you experienced, and we hope to have the opportunity to serve you better in the future.
  
  Best regards,
  

  RoadRunner Auto Transport 

• Initial Complaint

  Date:08/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/14/2023

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

  Customer Answer

  Date: 08/14/2023

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

   

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

   

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

  Business Response

  Date: 08/15/2023

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

  RoadRunner Auto Transport 

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  7/31 was the first day the vehicle was ready.  when you agree to a price a month in advance then on the first day the vehicle was supposed to be picked up you tell me I must pay an extra $120 or a $135 cancellation fee, it is bait and switch.  Its an unethical business practice. Its tantamount to thieving. YOU ROBBED ME OF $120!!!

   

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

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/31/2023

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

  Thank you,

  RoadRunner Auto Transport 

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/21/2023

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

  RoadRunner Auto Transport 

  Customer Answer

  Date: 06/22/2023

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

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

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

  Business Response

  Date: 06/22/2023

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

  Customer Answer

  Date: 06/23/2023

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

  [Your Answer Here]

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

   

   

   

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

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

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/05/2023

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

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/23/2023

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

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

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

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

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

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

   

  Best regards,

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

  
  

• Initial Complaint

  Date:05/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************