Road Runner Auto Transport

I would give ZERO STARS to this company. I have purchased cars and shipped cars often, and I never experienced such HORRENDOUS CUSTOMER SERVICE. The website states 24/7 Online Vehicle Tracking. This service does not exist!! The customer service Alexis and Alexandra (Alexandra Sanchez, alexandra.sanchez@v2logistics.com) were rude and argumentative when I requested updates on the cars' location (because the status of my Transport Tracker never changed from Carrier Assignment. I.e. Current Status: Awaiting confirmation that your shipment has been picked up). At the time I am writing this the status has not changed, but the car was finally delivered. Scheduled for Wednesday 6/26 by Z & S transport. Z & S could not deliver to my residence. Insisted I go to Walmart 21 miles away. Finally we settled on a parking lot at a bowling alley, but the driver could not off load the vehicle because of an inoperable motor on the transport. [*** Link removed ***] After ~ 3 hours standing in a parking lot with ZERO support from Road Runner and Z & S the car was to be taken back to Philadelphia. Road Runner stated that delivery would be made Thursday or Friday. The car was finally dropped to me Friday at ~ midnight 6/28. I have worked in Logistics and Global Customer Service for a long time, and I can say with 100% certainty that this was twice the cost of previous shipments and less than 1% of the quality. RUN FROM ROADRUNNER!! USE American Car Transporters. Lower cost and higher quality.

I spoke with a representative with Roadrunner May 9th. I told the salesman that I will be spending the summer in Colorado and I needed my vehicle picked up on those days because I was flying to Colorado on that Friday morning. The salesman told me that to confirm a pickup within the window of Tuesday June 12 thru Thursday June 14th I would need to sign up soon so that they would guarantee a pickup one of those days. I used Roadrunner a few years ago so I decided to use them again. Their price was not the cheapest however since I had only three days to get it picked up I decided that I would pay the extra amount. I gave them my credit card for the down payment on May 15th. I contacted Roadrunner each of the days and was told a carrier will be assigned shortly and not to worry. The vehicle was not picked up. I now have an auto rented for the summer which will cost me approximately $3,000.00. l am copying e mails on this situation. Hello Bruce, It was nice speaking with you today regarding the transportation of your Toyota Highlander. If you have any further questions, or if you would like to schedule your shipment, my name is Nick Pomo-Roman and you can reach me directly by calling (888) 777-2123 ext 595. As discussed, the details of your quote are listed below: Quote # Q2701766 Origin: HOUSTON, TX Destination: GLENWOOD SPRINGS, CO Vehicle: 2010 TOYOTA HIGHLANDER Total Price: $895.00 Booking # R226317 Origin Houston, TX Destination Carbondale , CO Carrier Type Open Carrier Shipment Timeline Booking Date 5/15/2018 Ready Date 6/12/2018 Carrier Assigned Pending Scheduled Pickup Pending Scheduled Delivery Pending

HORRIBLE SERVICE! Auto was to be shipped on 7/26 (1400-1700). No one called/showed up. Contacted RRAT, directed to call LEGO (carrier). Was told pickup would be at 2200. At 2200 no one from RRAT or LEGO contacted me. No one answered their phones when I called. At 2230, driver said he would pick up auto at midnight. Refused. The next day it took 4 hours to track driver down. On 7/27 motorcycle was to be picked up between 0900-1600. No one called/showed up. RRAT will not give me the carrier/phone number. As of 0900 7/28, RRAT will not take my calls, instead they go straight to "hold" and then abruptly disconnected after 20-30 minutes. No one at RRAT will take ownership of this issue. I was told twice on 7/27 and once this morning (0900) that RRAT will call dispatch and follow up. No one has yet called me back with status. As of 1400 7/28, I have no confirmation of when or if my motorcycle will be picked up. If not picked up today, I will have to leave it in storage until a later date. Lastly, I was quoted $1,179 for the auto transport (no expiration on the quote). When I finalized they refused to honor this amount and charged me $50 more. Due to time constraints, I had no choice but to pay the additional cost. Avoid this company at all costs. my email is rjbrich1@yahoo.com or 850-420-4151. I want people to be sure this is a legitimate complaint and I will happily take any phone call or answer any email with additional information.

The initial booking process was fine. No problems. Dates asked for were given. The vehicles were picked up on the date stated and were delivered to relatives waiting in Florida. While they watched, the driver dropped the bike on the ground. Relatives took pictures of the whole thing, but neglected to tell me about the drop. When I arrived a few days later, I saw the damage, and took the bike to a dealer for repairs. I then contacted the driver and gave him the numbers. He explained how the major damage occurred (He ripped a mirror off while trying to use it as a handle to move the bike.), and offered to pay for the repairs if I didn't file a claim. I fell for it. He gave me excuses and nothing else. I made a claim about a month later. Road Runner seemed interested at first, then they went silent. They stopped returning phone calls and emails. After several weeks, I finally received an email stating the claim had been denied due to delayed claim submission. Nothing else. I am filing complaints with both state and federal authorities.

It was HORRIBLE. I am pretty easy going, logical and practical. I did my research and even went on the auto transport association website to validate my selection. I went with them because they appeared to be competent, professional, and they were not the cheapest but certainly werent the most expensive. (S/N: for a living I evaluate multimillion dollar agencies for million dollar brands...so I understand the importance of finding the right balance between quality and price). That being said, the entire experience got off to a rocky start. 1) They gave me NO notice that they were coming to pick up the car. All I got was an email indicating that they were in the area and that was it; 2) Lance Quinn, General Manager, is available when it's time to collect the deposit but the minute that he collected the car and the money he was nowhere to be found to answer questions 3) They provide, really, no guaranteed delivery time. They are 2 days late from the time they said they would be here. I have no financial recourse as their agreement indicates this is non refunndable. PLEASE DO YOUR HOMEWORK AND READ THE FINE PRINT 4) RoadRunner is a broker and the company that hired the truck driver is AY Trucking- this was not disclosed to me 5) The story goes: after 3+ hours of losing contact with the truck diver, the truckdriver apparently was hospitalized. They had to fly another truck driver to complete his route I am not sure I believe the story at all...at the end of the day it was handled poorly and I will never use this company and I will highly recommend you not to use this company. Make sure you check out the BBB before you give over your car to any auto transport company.

Most important thing to know is that they don't care about the customer and will mislead you regularly. My car arrived late and damaged. RR Auto Trans and/or it's trucker damaged the car and ultimately refused to even discuss it even though they finally did admit they hit a tree. I'll explain. First, the car was scheduled to be delivered on a Monday. Their website states '24/7 Online Tracking-Updated real time, providing you with the current status of your vehicle shipment'. When I tried to use it, I was first told the system was down but they told me car would arrive Monday. Finally we were advised the car wouldn't be delivered Monday but Tuesday AM. Again after calls, they say they tried to contact the driver but he wasn't returning your calls. To shorten the story, lets just say the car finally arrived after 5:00 by tow truck. I was later told that the Online tracking is NOT REAL TIME and doesn't actually track the car. It only shows the 'intended route and location'. Very misleading to me. They said they need to change the website but they haven't. Second, as soon as the car arrived, we noticed damage and it was reported promptly to RR Auto Trans. and sent them an email with photos. We then took the car to a local mechanic for an oil change it became clear that the car sustained more damage and someone along the way attempted to repair a broken window. I sent photos: 1) picture of glass shards in a cardboard box in the trunk. 2) picture of a glove in the trunk that was not there when it left NY 3) picture of the window gasket on the rear window. Gasket looks new. IE clean and black while other are faded with age 4)picture of glass shards under interior car seat. In summary, it became clear that the car was damaged in transport and they tried to repair without advising us. While I am pleased they did replace the broken glass, I would like them to have come clean and 1) tell us the whole story 2) pay for repair of the other damage. Well they ultimately admitted the driver hit a tree causing damage.They kept asking me to send photos, documents, repair estimates. I sent every thing they requested. Finally they told me I'd have to deal with the trucker that they used to transport my car . I asked them to report it to their Insurance Company to handle. Their website states 'Fully insured transportation from the time your vehicle is picked up until it is safely delivered'. But they told me they don't actually have insurance for damage they cause. WHAT???? They explained their insurance is in case some gets hurt in their office. Talk about misleading. Being a reasonable person I figured I try the trucker. They asked for all the same info even though RR Auto Trans had told me they had sent it along to the trucker. After weeks of calls left un-returned, I had no alternative but to file a lawsuit.A word to the wise. Try to ship with a company cares about the customer. Find a company that has insurance for damage they cause. If you do, you won't use RR Auto Transport or their Moving company.

The customer service was terrible throughout the experience. They did not actually move my car until April. They left my high and dry without our second vehicle. Whenever I tried to call them to get a hold of them the never answered. I would not utilize them again.