ComplaintsforV2 Logistics Corp.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16, 2024, at a cost of $820 ($725 + $95 for added insurance) paid via credit card, I booked services for the transport of a car from **************, ** to *******, ** with pickup scheduled for April 19, 2024.Booking #******* On April 16, I was notified to call to schedule the pickup time on April 19. Upon calling that same day, I was told the price had suddenly increased 86% to $1,350! I was only given the option to pay the additional fee or cancel service - a mere 3 days before my scheduled pickup!Please publish these unscrupulous business practices, so as to forewarn future prospective consumers and save them from suffering the same fate.

  Business response

  04/17/2024

  Dear ****************,
  
  We apologize for any inconvenience caused by the difference between your quoted price and the final cost for transporting your car from **************, ** to *******, **. We understand your frustration and appreciate you bringing this matter to our attention.
  

  It's important to note that, while our online rates are designed to provide accurate estimates, they are subject to change due to various factors such as market conditions and carrier availability at the time of transport. We regret any confusion or disappointment this may have caused.
  

  We value your feedback and take your concerns seriously. Rest assured, we are reviewing our pricing policies and procedures to ensure transparency and consistency for all our customers.
  

  Thank you for bringing this to our attention, and we apologize for any inconvenience caused.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently employed the services of roadrunner auto transport to ship my model three ***** from ********************* to ****** ****** for a move I was doing both for work and personal reasons.Initially they were incredibly responsive in helping me set up a quote to ship my car out and quoted me a price of initially $1600 and then when I accepted that it jumped to $1800. However I still accepted it because they said that was the best offer on the market and I needed my car for work and personal use.I confirmed the quote on March 6, 2024 and told them I will be leaving on April 2, 2024 and will need my car up until that point but will be able to meet the driver on April 1 to handover my car. I booked my entire move and travel around them being there on April 1. I figured a month pre-notice was enough apparently that was not the case as when April 1 came, there was no one to pick up my car, and no one would answer the customer service lines or respond to any of the messages I left for them. I called the trucking company and They told me there was a delay but there was nothing they can do. I was promised new dates every day that we're never satisfied. A week later the driver finally gets there but refuses to pick up the car because there was no key even though I was told by roadrunner that it was unnecessary for me to be there or provide a key. so they left without my car, a week later than the date I was promised and paid for. I have been trying to get in touch with roadrunner or the individual, ***************************, for any sort of customer service to resolve the issue, to get my money back, to book a new pick up, but for an entire week straight I am put on Hold for 30 minutes and no one will ever pick up or respond to any messages I leave on voice mail. *************************** has never responded to any message or request for guidance or support as I was promised nor has the entire company in general. I have been utterly ghosted and have no way to resolve this issue.

  Business response

  04/09/2024

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

  We appreciate you taking the time to share your experience with us. First and foremost, we sincerely apologize for the inconvenience and frustration caused by the handling of your vehicle shipment from *******, *************, to ******, ******. Your feedback is crucial to ** as we constantly strive to improve our services and ensure that every customer has a positive experience.
  

  Upon reviewing your case, we acknowledge that there were significant shortcomings in communication and execution on our part, which led to the unfortunate situation you described. We deeply regret any confusion or miscommunication regarding the pricing and the expectations surrounding the pickup and delivery of your vehicle.
  

  We have taken immediate action to address the issues you encountered. Your order has been canceled as per your request, and we have issued you a full refund. Rest assured, we are actively investigating the specific circumstances surrounding your case to prevent similar incidents from occurring in the future.
  

  Regarding your attempts to contact us for resolution and support, we sincerely apologize for the lack of responsiveness and communication. This does not align with our commitment to providing excellent customer service. We are addressing internal communication protocols to ensure that customers receive timely and effective support in all situations.
  Once again, we apologize for the inconvenience and thank you for bringing this matter to our attention.
  
  Best regards,
  RoadRunner Auto Transport

  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/26 I paid $1496.00 for them to pick up my $48,480 Porsche that was in ** and to deliver it to my home in **. They were supposed to pick it up that day, but they rescheduled with me for a 3/28 pick up. My car was picked up and I was told it was going to be delivered on 3/30 and that the driver would call me when he was 2-3 hours out. Its now 4/1 and I havent heard anything from anyone. I have repeatedly tried to contact the company but I cant get a hold of anybody. *** spent two hours today listening to their hold music on their automated system. Ive gotten hung up on a few times. When I booked and paid for the service I was able to speak to someone right away. I dont know if they just stole my car. I have no idea if I will ever see it.

  Customer response

  04/02/2024

  Better Business Bureau:
  I have the car now.  The level of communication from the company was still sub par and it came much later than I was told.

  
  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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/23/24 Was scheduled for my car to be picked up transportation and they never called . I called company was on hold for 45 minutes on two lines and no answer. Was to cost $350. I had to get a tow company which cost me $1063.I will not recommend this company for anyone to use.

  Business response

  03/25/2024

  Dear **************,
  
  We sincerely apologize for any inconvenience caused by the missed car pick-up and extended wait times on our support lines. Please note that all dates and times provided are estimated and subject to change based on various factors.
  
  We are taking immediate steps to improve our services and communication channels.
  
  We hope for the opportunity to restore your trust in our company.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Date of transaction was 3/10/24 - Amount paid: $1,290 - Road Runner Auto Transport committed to picking up my car from ************* on 3/14/24 and having it delivered to *****, ** by 3/20/24. Not only did they fail to do so, it was almost impossible to get someone on the phone to inquire about the status of pickup/delivery for 2 days. When I finally would get a hold of someone, they would put me on hold and never get back to me. It felt like a scam. It was almost as if they had caller ID and at one point refused to answer my calls because I had someone else call on my behalf 2 days later and they picked up. The person who called for me established that we wanted to cancel and be refunded and then I receive an email confirming that I was cancelling and should be refunded; timeframe depending on your bank. It has been 2 business days and still no refund. I will be looking out for it over the next few days, but I wanted to report for my record in case I have to file a dispute with the bank in case it becomes a bigger issue. - My booking number was *******

  Business response

  03/18/2024

  Dear ************,
  
  We are pleased to inform you that your request for cancellation and refund has been successfully processed on our end. However,please note that the timeframe for the refund to reflect in your account *** vary depending on your bank's processing procedures. We appreciate your patience and understanding in this matter, and you can expect to see the refund credited to your account soon.
  
  We sincerely apologize for the inconvenience and frustration you experienced during your recent interaction with RoadRunner Auto Transport.Your feedback is invaluable to us as we continually strive to improve our services and customer experience. 
  
  We apologize for any inconvenience caused by the delay in picking up your car from *************, and delivering it to *****, **. We understand the importance of timely and reliable service, and we regret falling short of your expectations.
  
  We acknowledge your concerns regarding difficulties in reaching our customer service team and the perception that it felt like a scam.This is not the level of service we aim to provide, and we are actively addressing internal communication and customer support processes to ensure better responsiveness and transparency in the future.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding and patience.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation a month in advance to have my vehicles transported to ******** *******. They sent me an email that a truck had been assigned. The truck never showed on the scheduled date. I contacted them and for three days they gave me a story and kept changing the pickup time and day. Truck never showed up.

  Business response

  03/04/2024

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

  We sincerely apologize for the inconvenience and frustration you experienced regarding the transportation of your vehicles. Your feedback is valuable to us, and we regret that we did not meet your expectations in this instance.
  

  First and foremost, we want to express our deepest apologies for the unfulfilled commitment regarding the scheduled carrier for your vehicle transportation. We understand the importance of timely and reliable service,especially when it comes to transportation needs.
  

  As per your request, your order has been canceled due to the inconvenience caused by the delay and the inability to fulfill our commitment to transport your vehicles as scheduled.

  Furthermore, we have issued a full refund for your order.
  

  Please know that this is not reflective of the level of service we strive to provide our customers. We are conducting a thorough investigation into what led to the breakdown in communication and logistics in your case to prevent such occurrences in the future.
  

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  **** *****  
  

*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. ↩