ComplaintsforV2 Logistics Corp.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/14/24 - The hauler damaged my wheel well and they refused to pay the claim using the "it was previous damage" excuse which it wasn't. The hauler circled 3 small scratches on the pick up form and it arrived with the entire wheel well scraped. On top of that you can't get a hold of anyone in the claims department. I called and left four messages and they would never call back. Finally I got a hold of someone at the mail number.They also quoted me one price and then when it was time to pick up the car, they upped the price by $250. Bait and switch.

  Business response

  11/12/2024

  Dear *** ******************** you for taking the time to leave your review. We understand how important it is to receive consistent service, clear communication, and timely support throughout the transport process. After carefully reviewing your concerns, wed like to provide some clarity regarding the claim for your vehicles damages and the rate adjustment prior to pickup.
  Regarding the damage claim, the Bill of Lading, which records the vehicle's condition at both pickup and delivery, indicates that the scratches on your wheel well were noted as preexisting. This document was signed by both you and the carrier at pickup and delivery, confirming the vehicles condition at each stage. Our records show that you acknowledged the condition noted at pickup and delivery by signing the Bill of Lading, which is why the claim was assessed as preexisting damage.
  
  When you initially reached out in August, our team promptly provided all the instructions and required paperwork to facilitate your claim submission. However, claims must be submitted within a specific timeframe to ensure we can follow up effectively. Unfortunately, as several months passed before you reached out again, we were limited in what we could do to assist with a timely resolution at that point.
  
  Regarding the rate adjustment, there are times when a surge in demand around a customers desired shipment dates can lead to limited carrier availability. In such situations, to help accommodate your preferred dates, we may offer an optional rate increase. Customers are always free to either wait until more carriers become available or cancel the order at no charge.
  
  We apologize for any frustration this may have caused and appreciate your understanding.
  
  Best regards,
  RoadRunner Auto Transport 

  Customer response

  11/12/2024

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

  The preexisting damage to my car were 3 small scratches as indicated on the bill of lading.  The damage your hauler did was well beyond that.  As soon as I knew there was damage I reached out immediately.  It took me four weeks for me to get two quotes.  When I had them I filed the claim and heard nothing.  I had to call 4 times before someone told me they didn't have the claim because the link was expired.  Then, your bait and switch telling me a higher price after pickup was scheduled was unethical and I see from the BBB and your reviews on ****** that this is your common practice. 
  

   

   

   

   

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

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

  Business response

  11/13/2024

  Dear *** ******,
  

  Thank you for sharing your feedback.
  

  According to our records, your vehicle was delivered on August 16, and we received your first report of damage on August 28, twelve days later. As stated in the terms of agreement you signed, Damage claims must be made within five (5) days of delivery and include all pictures of alleged damage. Damage claims made more than five (5) days after delivery, or with incomplete documentation, will be denied. This requirement is in place to ensure timely and accurate processing of any issues and to prevent fraud. Not only did the claim come in after the designated time period, but also did not contain pictures showing proof of any damage.
  

  More importantly, per the terms of the signed contract, A claim for damages not documented on the Bill of Lading will be denied, as signing the Bill of Lading upon acceptance of delivery without any notation of damage constitutes conclusive evidence that the Customer or Consignee has received the vehicle in acceptable condition and that all other parties are relieved of liability.This document is a key part of the damage claim process, as it confirms the condition of the vehicle at the time of delivery. ******** ****** signed the Bill of Lading stating she received the vehicle in acceptable condition and did not mark any damage following her inspection of the vehicle.
  

  Without these safeguards in place, people would be able to make fraudulent claims for damage which occurred after the vehicle was delivered. As such, your claim has been denied.

  However, you are free to pursue No Limit (the carrier) directly.Their contact information is displayed on the attached Bill of Lading.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer response

  11/14/2024

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

  [Your Answer Here]

  I did submit everything you asked for, including pics TWICE.  I'm not going to waste anymore time on this with an unethical company.  The issue is not resolved.  I will leave appropriate reviews on all rating sites and social media so others do not fall prey to your practices. 
  

   

   

   

   

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

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

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the service (or lack thereof) Ive received from your company regarding the transport of my vehicle. What was supposed to be a straightforward, reliable process has instead turned into a stressful, frustrating, and deeply disappointing experience.When I initially contacted your company, I spoke with a representative named **** *. He assured me that everything would be handled smoothly and that the coordination of my car's transport would be timely and transparent. He emphasized that once I made my payment, the company would stay in regular communication with me regarding the delivery status.After the payment was processed, the service I received was shockingly different. Despite several follow-up attempts on my part, I never received any updates or communication from your team. Not only did no one return my calls or emails, but I was also left completely in the dark about the status of my car and when or even if it would be picked up.What makes this even worse is that when I spoke to him I explained my urgent situation: I had just had a baby and needed to make an emergency flight to another city due to an extremely challenging personal matter. He never called/emailed me. Even worse, not only was my car never picked up, but I couldnt reach anyone from your customer service team to rectify the situation. I am now stuck in an even worse position, as I had to make alternative arrangements at the last minute, all while dealing with the stress of my personal emergency.This kind of customer service is not just disappointingit is entirely unacceptable. I trusted your company with my business and relied on your promises, and you failed to deliver in every way. I demand a full explanation of what went wrong, as well as a resolution to this situation. I also expect some form of compensation for the incredible inconvenience and that I have endured because of your company's lack of professionalism and communication.

  Business response

  11/08/2024

  Dear *** ******,
  

  We're sorry to hear that your experience did not meet your expectations. Please note that your order was canceled on 5/22, and a full refund was issued. Your booking was placed on 5/19 for a requested pickup on 5/21. While we always strive to coordinate prompt service, all dates and times provided are estimates, as unforeseen circumstances can impact availability. Unfortunately,the first carrier we assigned had to cancel due to unforeseen issues, and though we promptly reassigned a second carrier for pickup on 5/22, the order was canceled at your request that same morning.
  

  Multiple representatives from our team reached out throughout the process, aiming to keep you informed of any updates or changes. To minimize such challenges, we recommend booking transport at least two weeks in advance, as securing an available carrier may take time, particularly during busy periods. We appreciate your feedback and regret any inconvenience this may have caused.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer response

  11/14/2024

  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:

  Thank you for your response to my complaint regarding the transport of my vehicle. However, I must respectfully disagree with your account of the events, as it does not accurately reflect the experience I had with your company, and I feel that critical details have been overlooked or misrepresented in your response.
  While I appreciate your acknowledgment of the issues surrounding the transport process, I must emphasize that the core of my frustration stems from the lack of communication and inadequate customer service, which your team failed to provide at any stage of the process.
  Firstly, while it’s noted in your response that my order was canceled on 5/22, I want to be clear that I did not request the cancellation; I was left with no choice but to abandon the process due to the complete absence of communication from your team. I repeatedly tried to reach out for updates on the status of my vehicle and was met with silence. I spoke to **** *. initially, who assured me that the process would be straightforward, and that I would receive timely updates. However, after making the payment and finalizing the arrangements, I was completely ignored. Looks like your sales reps just want to make the sale and disappear. Highly unprofessional. I left numerous voicemails and sent multiple emails, all of which went unanswered. **** was highly responsive when he was trying to secure my business, but after I paid, he never followed up again. To be clear, there were no calls, emails, or updates from anyone at your company after that initial contact, despite my repeated attempts to reach out.
  It is deeply frustrating and, frankly, cruel to be left in limbo with no information about the status of my vehicle. In the midst of an urgent personal situation, I was unable to rely on your company to deliver even the most basic customer service. At no point did I receive an explanation for the delays or any reassurance that my vehicle would be picked up as promised. Your claim that "multiple representatives" reached out is inaccurate. I received no contact from your team, and I was left not only uncertain about the status of my vehicle but also with no clarity about when, or if, the transport would happen at all. When I tried to reach customer service via the main line, it took forever to get a hold of anyone and when I finally did reach someone (******), he was very rude.
  As I mentioned in my initial complaint, this experience occurred during a personal emergency, and your lack of communication only added unnecessary stress to an already difficult time. I find it unacceptable that after spending both time and money, I was left in the dark with no one to turn to for answers.
  Moreover, I am disappointed that your response has focused on external factors such as "unforeseen circumstances" and the suggestion that booking transport should be done “at least two weeks in advance.” While I understand that logistics can sometimes be unpredictable, the failure to keep customers informed is a failure of customer service. Even if there were delays or cancellations, it was your company's responsibility to keep me in the loop with regular updates. Instead, I was left to wonder what had happened to my car, my money, and my time.
  I continue to expect a full explanation of why I was not informed of these developments in real-time, and I insist on some form of compensation for the severe inconvenience this caused. A refund, while appreciated, does not begin to address the stress and disruption I experienced. Given the circumstances, I believe compensation for the time wasted, the additional costs I incurred to make alternative arrangements, and the emotional toll this has taken is both fair and justified.
  I hope you will take this matter seriously and provide a satisfactory resolution. This situation could have been handled far more professionally, and it is my hope that you will make amends for the lack of follow-through and communication on your part.
  I look forward to hearing from you soon with a more meaningful resolution.
  Thanks.
  

  
  

  
  
  ******** *
  
  
  
  
   
  

  Business response

  11/15/2024

  Dear *** ******,
  

  Thank you for taking the time to share your concerns. We truly regret that your experience did not meet your expectations and that you felt let down during an already difficult time. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
  

  As per our records, our team made several attempts to contact you during the transport process, including leaving voicemails, though we understand that you may not have received or acknowledged these communications. We also issued a full refund for your order, as you ultimately chose not to proceed with the shipment. We sincerely apologize if you felt unsupported during this time and for any inconvenience caused.
  

  That said, it is important to clarify that your order was canceled in May, and the transport did not take place. While we empathize with your frustrations, requesting additional compensation for an order that was fully refunded and did not proceed is not something we are able to accommodate. Additionally, we believe the resolution provided six months ago was comprehensive, and revisiting the matter after such a significant time lapse limits our ability to investigate further or provide additional resolutions.
  

  We remain committed to improving our processes and communication and take your feedback seriously as we work to enhance our services.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer response

  11/18/2024

  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: 
  Dear V2 Logistics Team,
  
  Thank you for your response. However, I must again disagree with your account of events, particularly regarding the communication—or lack thereof—from your team. You claim that your representatives made several attempts to contact me, including leaving voicemails, but I did not receive any such communication. I made multiple attempts to reach your team via phone and email, and none of my inquiries were acknowledged. I find it difficult to believe that voicemails were left when I received no updates whatsoever.
  
  The most frustrating aspect of this situation was the complete lack of follow-through from your representative, **** *. He was extremely responsive before the sale, assuring me that I would be kept in the loop throughout the process. However, once payment was made, he stopped responding entirely, leaving me without any updates on my vehicle. This is highly unprofessional. Why did **** *uddenly stop communicating after the sale was completed?
  
  I also found it nearly impossible to reach anyone else at your company. When I did manage to get through, I was met with rude and unhelpful customer service. Being treated this way after making a purchase is both frustrating and unacceptable. This seems to be part of a broader issue, as I’ve read many similar complaints in your online reviews about difficulty getting through on the phone and poor customer support.
  
  Yes, I'm following up 6 months later because as I originally stressed in the initial booking process with **** that I had just had a baby and had an emergency that required me to leave the state. You would think that your sales folks would have an understanding an sense of urgency to follow up after that but that was not the case. Stating that you can't look into this because it has been 6 months later is unprofessional.
  
  While I appreciate the refund, this does not resolve the stress, frustration, and inconvenience caused by your company’s failure to deliver on its promises. The lack of communication, missed deadlines, and the added stress during a personal emergency are not addressed by a refund alone. I believe further compensation for the disruption and emotional toll is warranted.
  
  I would appreciate more clarity on why communication broke down so completely after I paid and why I was left without answers. I trust you will take these concerns seriously as you work to improve your processes for future customers. 
  ******** *
  
  
  
  
   
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company picked my vehicle up 9/14/24 to transport them from ******* to *******. They both verbally and by email assured me that my vehicle was covered up to $15,000 from driver negligence. They ended up damaging my vehicle and now are refusing to pay for the damages. The total damages are $2,800.

  Business response

  11/04/2024

  *** ***************** apologize for the frustration and inconvenience you have experienced during your recent vehicle transport. The carrier assigned to transport your vehicles was F1 Auto Transport **** Their contact information is listed on the Bill of Lading you signed with them. They did have a $250,000 cargo insurance policy in place covering both of your vehicles during transport. However, there has been a dispute over whether the damage you are claiming actually occurred during transport. F1 Auto Transport has adamantly denied causing any damage to your vehicle. We understand you called the police upon receiving the vehicle, and the police report seems to agree with F1 Auto Transports claims.
  
  We did put in a claim on your behalf with F1 Auto Transports insurance company- ********************. The claim is currently pending with ******* under Claim Number ******** Policy Number ************. We see that you have referenced a brief email stating there is coverage for driver negligence, but as was explained to you in the much more detailed writing of your signed contract, those claims are to be made against the carrier and ultimately are approved or denied by their insurance company following their investigation.
  
  Sincerely,
  RoadRunner Auto Transport

  Customer response

  11/13/2024

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

  [Your Answer Here]

   This company has lied multiple times that I have through email. First they claimed the vehicle was damaged after I took it home, then when I said I have a police report proving otherwise they claimed I didn't file the police report and that the delivery driver did. Once I proved I had the police report now it's something else. I don't care if they contracted the shipping to someone else, they still hired someone who damaged my vehicle. They're responsible. This is ridiculous, pay what you promised for damaging my vehicle. All this company does is lie, it's pretty wild companies like this are allowed to operate in America and just scam people.

   

   

   

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

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

  Business response

  11/15/2024

  *** ******,
  
  Kinsale Insurance has determined the dollar amount of the damage sustained to your vehicle to be below the amount of their insured’s deductible. However, F1 Auto has approved your claim in the amount of $500. A release has been sent to your email and as soon as you send it back, we can have a check sent out the same day for that amount.
  
  Sincerely,
  RoadRunner Auto Transport

  Customer response

  11/17/2024

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

  [Your Answer Here]

   This amount is not even close to what it will cost to repair the damage. Again if you didn't see the quotes I sent, they were between $1,800-$2,800. $500 doesn't repair my vehicle.

   

   

   

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

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

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to get my vehicle shipped from Hawaii to **************. I drove it to Hawaii port substation, from there the company drove it to the actual port and loaded my car on the vessel. Once my vehicle got to the port in **********, Hawaii Car Transport called me and stated my vehicle was "non-operational" and that i needed to pay port fees and "non-operational" fee from ** to **. I paid the fees and when it got to NC, their driver stated that the vehicle was operating correctly and I have a video of him starting and driving my vehicle off the car trailer! I called Hawaii Car Transport for a refund for those fees and they told me flat out no! I'm out over $1300 in extra "non-op" fees and my car starts and runs to manufacture standards! I got scammed! From what I can tell this is a veteran owned company that is s******* over military families and everyone else for that matter.

  Business response

  09/26/2024

  Dear *** ******,
  

  Thank you for your review and for bringing this matter to our attention. We understand your frustration regarding the non-operational fees and want to provide clarity on the situation.
  

  Several carriers were dispatched to the port to pick up your vehicle, but they all reported being unable to get it started. Additionally, the port authorities confirmed that your vehicle was non-operational at the time it arrived at the port. We assigned Fast Car Go to handle the transport from ********** to **************, and after reaching out to them, we were made aware that you gave the driver permission to inspect the issue. The driver, who also happens to be a mechanic, discovered and resolved a problem with the carburetor, allowing your vehicle to start and operate properly upon delivery.
  

  Transporting a non-operational vehicle requires significant time and effort, including additional equipment and coordination to load, unload, and transport the car safely. As the vehicle was verified to be non-operational by multiple carriers and the port, the fees were applied based on its condition at that time. While we understand your concerns, the non-operational status at the point of pickup warrants these charges, and no refund will be issued.
  

  Best regards,
  Hawaii Car Transport 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an extremely disappointing experience with Puerto Rico Car Transport and ******************* My car was confirmed for pickup and overseas moving. The initial pickup date for my car was scheduled for Thursday, August 22nd, 2024, they even charged me on this date. However, the driver changed it to Friday, August 23rd, promising to arrive in the morning. Unfortunately, the driver never showed up on Friday as promised.After another round of confirmations, the pickup was rescheduled for Monday, August 26th, yet the driver still failed to show up. Despite multiple confirmations, there was no communication from the driver regarding the cancellations. He ignored my calls and texts, even during initial contact on Thursday, August 22nd, 2024, leaving me in the dark and forcing me to chase him for answers the following dates. This lack of communication and professionalism led to significant financial losses. I couldn't change my flight and ended up losing money because of their repeated failures to honor the scheduled pickups. The entire situation was not only stressful but also costly. I had to escalate the issue myself, as neither company took responsibility for informing me of the delays or rescheduling the pickup. This disrupted my entire moving process, and I cannot stress enough how frustrating this experience was.My experience was both time-consuming and expensive.

  Business response

  08/29/2024

  Dear ****************,
  
  Thank you for bringing this matter to our attention. As per your request, your order has been canceled, and a full refund has been issued.Please note that it may take a few days for the refund to appear in your account, depending on your banks processing time.
  
  We deeply regret the inconvenience you experienced due to the repeated delays and lack of communication. We understand how frustrating and stressful this must have been, especially with the impact it had on your moving plans and financial situation. While we do our best to coordinate timely pickups, there are times when unforeseen circumstances arise, causing delays.Unfortunately, this was the case in your situation, and for that, we sincerely apologize.
  
  Your feedback is incredibly valuable to us as we strive to improve our services and ensure that such situations are handled more effectively in the future. We are sorry that your experience did not meet your expectations and disrupted your plans.
  
  Best regards,
  Puerto Rico Car Transport 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started doing business as a customer with ********************** on July 11, 2024. I have used them in the past and agreed to pay $1,189.00, inclusive of additional insurance for $95.00, to ship my vehicle from ******, ******** to ************, **********. The vehicle arrived damaged on July 30, 2024. The windshield was cracked. The delivery driver noted that he received the vehicle in this condition, and that there were photos taken of the vehicle at that time. Because photos were also taken when the vehicle was picked up (with no windshield damage), I did not worry about being reimbursed the cost of repair. I opened a claim the next day (July 31, 2024) and submitted all necessary information within a week (photos, repair quotes, etc.). *************************, a representative of the RoadRunner ****************** confirmed receipt immediately, on August 6. ***** took a little while to get back to me regarding claim approval, but on August 12, 2024, she sent me an email (attached) confirming that if I signed and got notarized RoadRunner's (V2 Logistics) release document, that I would receive payment. I did that that day, and the document was delivered to RoadRunner's physical office on August 16, 2024. Today marks 6 business days since hearing from RoadRunner. No out of office emails or updates have been received. It's radio silence. Additionally, I have placed over ten calls to the ***************** between August 12 and 26, and not one has been answered. I'm forced to assume that RoadRunner is neglecting my claim and me as a customer.

  Business response

  08/27/2024

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

  Thank you for taking the time to share your experience with us. We sincerely apologize for the delay and any inconvenience this has caused you. We understand how important it is to resolve these matters promptly, and we appreciate your patience.
  

  We wanted to inform you that your claim has been processed, and a check was mailed out yesterday, August 26, 2024. Additionally, our ***************** sent you an email confirming this update yesterday. We hope this resolves the matter to your satisfaction.
  

  We are committed to ensuring our customers receive the best service possible.
  

  Thank you for choosing RoadRunner.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Reference to Quote #******** On July 16, 2024 I received a quote from Roadrunner Auto Transport July 26, 2024 I called in and spoke with ******************* from Roadrunner Auto Transport I was very specific in asking is the quote July 16, 2024 for $1095 total still valid he said yes and I said ok will book. I received a esign and it did not have the total but proceeded because he had confirmed. When I received I saw $1222 I tried contacting ******************* and he stated someone will call me back to discuss it was out of his hands never received a call. I sent him an email and called several times no response. It is not right for him and this company to do a bait and switch. I did receive my car and I have to say the Carrier: ***************** ************ from ******* they were EXCELLENT! I can not say the same for Roadrunner Auto Transport for their dishonesty.

  Business response

  08/12/2024

  Dear **********, 

  Thank you for sharing your experience. We sincerely apologize for the confusion regarding the quoted price. We strive to provide accurate and competitive rates, but due to variables such as changes in fuel prices, availability, and market demand, online quotes can sometimes fluctuate. When this occurs, our standard procedure is to confirm any rate changes with our customers and provide updated terms in the e-sign document.
  

  In your case, we understand that the final rate of $1,222 was higher than the original quote of $1,095. We apologize if there was any miscommunication during this process. We did send the updated terms, which included the new rate, and proceeded once the agreement was signed. We regret any frustration this caused and assure you that our intention was never to mislead.
  

  On a positive note, were glad to hear that the carrier, ***************** Trucking Inc.,provided excellent service in delivering your vehicle. We value your feedback and will use it to improve our processes and communication moving forward.
  

  Thank you for choosing RoadRunner Auto Transport, and we hope to have the opportunity to better serve you in the future.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer response

  08/15/2024

  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:

  I specifically asked ******************* the quote dated July 16, 2024 was still valid and he responded yes! That to me is misleading and to send an esign with no quote price is wrong also because I believed the quote was still good.

  Next time if I do not see a price on the esign I will not sign and request a pdf form to see it in writing from company.

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of transction is July 30, 2024. The amount of money I paid $1,415.00. My car supposed to deliver same condition prior to sending. We received the car with a huge crack on windsield. We contact them multiple times, no one responded. Call the company multiple times, no one call me back.

  Business response

  08/07/2024

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

  Thank you for your feedback. Were truly sorry to hear about the issue with your vehicles windshield and the lack of communication you experienced.
  

  As per our records, you spoke with one of our customer service representatives on August 6th regarding the damage to your windshield. A damage claim has been initiated, and you should have received an email with instructions on how to proceed with your claim.
  

  We understand how frustrating this situation can be and appreciate your patience as we work to address it. If you have any further concerns or need additional assistance, please dont hesitate to contact us.
  

  Best regards,
  RoadRunner Auto Transport 

  Customer response

  08/21/2024

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

   
  My issue has not been resolved yet.  They sent us a damage claim form which we sent back to them more than 10 days ago.  They never updated the status of the damage claim process, no response to our call, email.  The Phone number they provide us, not even working.   The car is sitting on the driveway and immobile due to more danger of crashing the windshield if we drive.
  
  ****** 
  
  
  
  
   
  

  Customer response

  08/22/2024

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

  They finally sent me and myson a release form which is I have to sign it and notalized send back by regular mail  in order to release repair payment which will takes another a month to get my car fixed.  My son found  a small defect on driver side mirror which wasn't there before I ship it.  They will not fix because I did not mention early.  We sent all pictures to damage claim.  How can I mention if somebody did not response my call, email, and wrong phone number?  My car is sitting on the drive way since my son received August 3, 2024.  They would not fix my mirror damage.  I want them fix my mirror damage and compensation of immobilized my car for 20 days plus more days until my windshield get fixed.  I would like this case open until my car fixed please. 

   

  ****** ***  
  
  
  
   
  

  Business response

  08/23/2024

  Dear *** ****
  

  Thank you for sharing your experience with us. We understand your concerns regarding a small defect in a mirror and the time your car has been immobilized. However, we would like to clarify a few points.
  

  A small defect in a mirror was not mentioned in the original claim, nor was it noted on the Bill of Lading, which serves as the official record of the vehicle’s condition at both pickup and delivery. Additionally, this small defect was not mentioned in the original complaint you left on the BBB.
  

  As stated in the terms of agreement that you signed, "A claim for damages not documented on the Bill of Lading will be denied, as signing the Bill of Lading upon acceptance of delivery without any notation of damage constitutes conclusive evidence that the Customer or Consignee has received the vehicle in acceptable condition and that all other parties are relieved of liability. Damage claims must be made within five (5) days of delivery and include all pictures of the alleged damage. Damage claims made more than five (5) days after delivery, or with incomplete documentation, will be denied."
  

  Furthermore, a small defect in a mirror is imperceptible in any photograph. So, it is impossible to know if this small defect existed prior to transport, occurred during transport, or was sustained after the vehicle was delivered. Based on the foregoing, that portion of the claim is denied.
  

  As soon as this BBB complaint is resolved, and the signed release is returned, payment for the windshield can be sent. Please let us know how you would like to proceed.
  

  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked with Roadrunner on 7/25 to ship my son's car to Conyers, GA *****. Received a quote and agreed to the price and thought I was good hands. The car was to be picked up by 8/5/2024. As I'm typing this complaint. I have been on the phone trying to speak with someone to get an update as my timeline is not flexible. This company is horrible. I cannot believe they are 5 star rated. How can you be 5 star rated and customers can't even get someone on the line. When I got someone on the line, they promptly transferred me to the non-answering customer service line. This is extremely frustrating and unfair. When I was booking the contract, someone called me but since then nothing. At this point, I just want to cancel the contract and move on, but I need the BBB's assistance with getting in contact with someone. I hate to have to spend my day like this. I'm in shock. Thanks!!!

  Business response

  08/07/2024

  Dear ******************,
  
  As per our records, you spoke with a customer service representative yesterday, 8/6, and your order has been cancelled as requested.We sincerely apologize for the frustration and inconvenience you've experienced.
  
  We understand how important timely communication is, and it's clear we did not meet your expectations in this instance. Your feedback is crucial, and we will address the issues you've raised with our team to improve our service moving forward.
  
  Your experience is not reflective of our usual standards,and we are sorry for the difficulties you faced in reaching us. We appreciate your feedback and will work to ensure such issues are addressed.
  
  Best regards,
  RoadRunner Auto Transport 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I shipped my car from Hawaii to ***********. It is way past estimated delivery date but I have not received the car. I called them multiple times but unable to talk to anyone or leave a voice mail. I do not know where my car is.

  Business response

  07/29/2024

  Dear **********,
  
  As per our records, we are pleased to see that your vehicle has been delivered. We apologize for the delay and any inconvenience it may have caused. We understand how important timely communication is and regret that you had difficulty reaching us. We appreciate your feedback and are taking steps to improve our customer service. Thank you for your patience and understanding.
  
  Best regards,
  Hawaii Car Transport 

*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. ↩