ComplaintsforV2 Logistics Corp.

Auto Transportation

Multi Location Business

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate a pattern of complaints concerning customer service and delivery practices of Roadrunner Auto Transport. Numerous consumers are telling BBB that they paid the business to transport their car from one location to another but did not receive the vehicle within the promised date. Many consumers claim that they are unable to track their car’s transport on the company’s website and that they encounter a lot of difficulty in getting information from the company about an updated delivery date. Several consumers reported damages made to the car during the vehicle’s transport. A few consumers allegedly disputed the company’s charges with their credit card company, but even after that was settled in their favor, they say the company is still trying to collect the money from them.

As of August 2024, consumers are still reporting persistent concerns to BBB regarding customer service and fulfillment/delivery services of V2 Logistics and its subsidiaries. Numerous consumers are telling BBB that they paid the business to transport their car from one location to another but either did not receive the vehicle within the promised date or no one showed up pick up the vehicle at the arranged time. Many consumers say they experience difficulty in getting information from the company representatives about an updated delivery or pick-up date. Several consumers reported when they seek reimbursement for damages to their cars during the transport process, the company is unresponsive or uncooperative in resolving their issues.

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Initial Complaint
07/02/2024
Complaint Type:
Customer Service Issues
Status:
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.
Roadrunner auto transport agreed to ship my vehicle on Saturday 06/29/2024. With no communication, and no one answering the phone, my car was left UNATTENDED for 2 days until Monday 07/01/2024.At this point I was called and told they could not find a driver for my selected time, but now had a driver and requested an additional $200 on top of the $645 I was quoted for the transport. At this point I cancelled the transport and requested a refund due to their unethical practice. This company is a SCAM.
Business response
07/02/2024
Dear **************,
Thank you for sharing your experience and providing feedback. We sincerely apologize for the inconvenience you encountered. Upon reviewing your case, we noticed that your booking was made on 06/27/2024, with a requested pickup date just two days later on 06/29/2024.
To ensure the best possible service, we typically recommend booking at least two weeks in advance. This allows us to provide accurate quotes and secure carrier availability to meet your preferred dates.
In situations of high demand, especially around specific shipment dates, finding carriers on short notice can be challenging. When this occurs, we may offer an optional rate increase to prioritize your vehicle's timely shipment. This adjustment is not mandatory; it is a choice to help avoid any delays. Customers can either opt for the rate increase or wait for more carrier availability at the original quoted rate. Alternatively, they can cancel the service at no charge, as you chose to do.
We understand your frustration and regret that we could not meet your expectations this time. Your feedback is invaluable and helps us improve our services.
Best regards,
RoadRunner Auto Transport
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Transport company picked my car up Monday 6/3/24 in ***********, ** to be delivered to my home in **. ********************************************************************** on 6/6/24. Was not delivered on 6/6. When I called, told it was being delivered on Saturday, 6/8. It is now 6/10 and I do not have my car. The customer service representatives I have talked to are indifferent and offer me no help. I paid over $1300 for this service I need my car and I feel I should get a refund for not getting my car back in the time it was to be delivered. Also, I never did get any emails from them with a contract, etc. said they were sent. Only emails I ever received were trying to get me to contract with them. Also stated on their website that I could tract shipment. I could not tract it. Please help.
Business response
06/18/2024
Dear **************,
As per our records, your vehicle has been delivered. We sincerely apologize for the inconvenience caused by the delay in delivering your vehicle. We understand the frustration this delay has caused and empathize with your situation.
We regret any inconvenience caused by the unforeseen truck issues the carrier experienced, which resulted in a delay beyond the expected delivery date. As stated in our terms and conditions, all dates and times are estimated, as indicated in the agreement you signed on 5/17. We understand the importance of reliable transportation services and apologize for any disruption this delay may have caused.
Additionally,we apologize for the lack of communication regarding the status of your shipment. Ensuring clear and timely updates is crucial, and we acknowledge that we fell short in this regard. We will take steps to improve our communication processes to prevent similar issues from occurring in the future.
Thank you for bringing this matter to our attention. Your feedback is invaluable as we continuously strive to enhance our services and customer experience.
Best regards,
RoadRunner Auto Transport

Customer response
06/18/2024
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:

As you can see by the response, there was no accountability for their actions. The only reason why my car was delivered was because I started calling the company who had initially picked up my vehicle based on the huge delay, I should have at least half of the cost of this transport refunded to me . An apology is not enough they should be held accountable for their actions and dealings with their customers. Thank you.
***********************
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
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.
I search a transportation company to deliver my daughter's car to ***********, NW, **************. I was quoted ******** with the delivery from the time of pick up to drop off 3 to 4 days (including weekends. Once confirming the transaction, the delivery went from 4 to 5 days, and today, when I checked the delivery, it went from 5 to 7 days. I tried to contact the company on the day I booked the reservation (6/6/2024) because of the initial discrepancy, and the call was never answered for over two hours. I contacted RR again tonight and spent 3 hours waiting for the "next available agent" to no avail. This company is a scam.
Business response
06/10/2024
Dear Customer,
Thank you for sharing your feedback. We apologize for any inconvenience and frustration you have experienced. We would like to address your concerns and clarify the situation.
Firstly,we understand the importance of timely delivery, especially when it comes to transporting your daughters car to **************************. Please note that all dates and times provided during the booking process are estimates.While we strive to meet these timelines, we cannot guarantee specific delivery dates as carriers may encounter unforeseen circumstances such as traffic delays, weather conditions, or logistical issues.
Regarding your reservation made on 6/6/2024, our records show that we were actively looking for a suitable carrier to handle your shipment. As part of this process, the initial delivery window provided was an estimate based on typical conditions. Once a carrier is assigned, more precise timing can be provided,but even then, certain factors beyond our control can impact the schedule.
We apologize for the difficulties you encountered in reaching our customer service team. High call volumes can occasionally lead to longer wait times, and we are working to improve our responsiveness. Your feedback is invaluable, and we are taking steps to enhance our communication channels.
Best regards,
RoadRunner Auto Transport
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was quoted $695 to ship a car over one state and upon confirming the shipment they increased the price to $1,016 without notifying us beforehand. Also, when trying to call them absolutely NO ONE answers the phone. They are scammers and have pretty much no customer service. This company should be shut down for the way they operate.
Business response
06/10/2024
Dear ******************,
Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience and frustration you experienced regarding your car shipment.
At RoadRunner, we strive to provide the best possible service to all our customers. However, there can sometimes be a surge in demand around the time of a customers desired shipment dates, leading to a lack of carrier availability.To accommodate these desired dates and avoid shipment delays, we may contact the customer and offer an optional rate increase. Customers are always free to either wait for more carrier availability or cancel at no charge.
Our records indicate that on 6/5, we did reach out to someone listed on the order to discuss these options. We are sorry if this communication did not reach you effectively or caused any confusion.
Regarding the difficulty in reaching us by phone, we are currently experiencing high call volumes and are working diligently to improve our response times and overall customer service.
Once again, we apologize for any inconvenience caused.

Best regards,
RoadRunner Auto Transport
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
2/19/24- Booked bought SUV with Hawaiian Car Transport from ****, ** to *******, *******. In my receipt, additional coverage fee of $95 was paid for any incidental, accidental damages during transportation.2/23/24- SUV was dropped off at the port in *****2/29/24- SUV sailed from ****, ** to *******, ** 3/14/24- pick up suv at ************. Noted scratches and dent during inspection with the port inspector at ********3/15/24- emailed Hawaiian Car Transport (HCT) about filing a claim on damages during transport 3/21/24- email sent to HCT; 2 car shop estimates and picture, copy of BOL per HCT request 3/25/24- follow up email was sent to HCT. Received email from claims **** **** ***** Welcome acknowledging my claims.'3/27/24- offer received from ****************** for $2K . Pls note estimates from car shops were $4-$5k to repair damages.additional car shops estimates were forwarded to JWelsome sine she wasn't satisfied with the previous estimates stating that they added repair of other prior scratches and dents to the car with the estimated amounts. New estimates were also around $4-$5k but HCT claims ****. JWelsome continues to decline paying full amount.5/28/24- last email correspondence with ********, still refusing to pay the full amount to repair damages occurred during transportation.In my conversation with ********, I stated that labor in SF area is the most expensive in the US but she still denied my claim. Offered to call the car shops about the estimates, transparency but ******** refused. I am asking the office of BBB to please help me settle this claims in appropriate settlement amount to fixed damages occurred during transport of my 2020 *** X2. Thank you
Business response
06/05/2024
Dear **************,
Thank you for reaching out to us regarding your recent claim related to the transportation of your 2020 *** X2 from ****, **, to *******,**. We understand your concerns and appreciate your patience as we have reviewed the details of your claim thoroughly.
Firstly, we want to assure you that we take all claims of damage seriously and strive to provide fair and equitable resolutions in accordance with our policies. We have attached the pickup and delivery Bills of Lading for your reference, which include detailed inspections conducted at both the origin and destination ports.
During the initial inspection at the port in ****, conducted prior to *****'s possession of the vehicle, several pre-existing damages were noted. Specifically, these included scratches and dents on the left front door,roof, and right rear door. These pre-existing conditions were documented on the pickup Bill of Lading, which you acknowledged at the time of drop-off.
Upon delivery and subsequent inspection at the ************, we acknowledge the presence of additional scratches and dents in the same areas.While we are committed to addressing any new damages incurred during transportation, it is important to differentiate between pre-existing conditions and new damages.
Our obligation is to restore your vehicle to its pre-shipping condition, not to a new or better-than-original condition. Based on the evidence provided and our thorough investigation, we have determined that the offer of $2,000 is fair and in line with the coverage you purchased. This offer addresses the new damages while considering the pre-existing conditions documented at the origin.
We understand that repair costs can vary, particularly in high-cost areas such as *************. However, the estimates provided include repairs for both new and pre-existing damages, which exceeds our coverage obligations. Our claims representative has reviewed all submitted estimates and maintained our position based on the available evidence and our commitment to restoring the vehicle to its pre-shipping condition.
We appreciate your understanding and cooperation in this matter.Our goal is to reach a fair settlement, and we believe the current offer meets this objective.
Best regards,
Hawaii Car Transport
Customer response
06/05/2024
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 four areas identified as new scratches and dents occurred during transportation were in the estimates provided by the 5 car shops and only the new 4 damages in the claims were identified in the estimates plus process of how to fixed the damages as explained to me at the car shop. Like what I said, I am not a mechanic, if Hawaii Car Transport is claiming that the estimates are for old and new damages repair then I challenge to take those estimates to a car shop of their own or call the car shops themselves. How can you just decide to write a check for $2000 for the damage, repair and labor?
pls note that the response sent by Hawaii Car Transport or V2 logic was the same response ************************* had sent me in threads of email questioning her why her company not sending me the estimated amount from the car shops.
Thats the reason I prompted to asked help from BBB and Attorney General Office.
Thank you. *******************************
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I made reservations on 04/09/2024 to have my vehicle transported from ********* to ********* scheduled pickup 05/24/2024. I was reached out to for payment I made payment in the amount of $1195.00 on May 20th. I was advised that a driver was located. Recieved another email said driver will notify 2-3 hours before pick up. Friday no-one showed. Roadrunner sent email withAssigned Carrier: Country Logistics *** Carrier Phone: ************** / **************. I called them they said call driver at ************** driver ***** . I spoke with him he said he was in ******** but he will.pick up vehicle Saturday no later then early morning Sunday. Its past noon I've called Roadrunner, Country logistics and ***** the driver multiple times and no answer. My vehicle us now stuck in ********* I am now in ********* with no answer as to if and when my vehicle will be transported. As soon as I paid I could no longer get a hold of anyone. My ref# ********
Business response
05/30/2024
Dear ******,
We are pleased to inform you that your vehicle has been successfully delivered. We understand the importance of timely and reliable service, and we apologize for the inconvenience and frustration you experienced during this process. Your experience is not reflective of the high standards we strive to maintain.
It's important to note that all dates and times provided are estimates, as carriers can occasionally run into delays due to unforeseen circumstances. We regret that the carrier was unable to adhere to the original schedule and that this led to significant confusion and inconvenience for you.Communication is a key aspect of our service, and we are deeply sorry for the lack of timely updates and responses.
Your feedback highlights areas where we need to improve,particularly in our communication and coordination with both our customers and our carriers. We are taking immediate steps to address these issues to prevent similar situations in the future. Ensuring that our customers are kept informed and reassured throughout the transport process is a top priority for us.
Thank you for bringing these issues to our attention. We truly value your business and appreciate your patience and understanding.
Best regards,
RoadRunner Auto Transport
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Schedule auto transport in April for a PCS with a pick-up date of 21 May 23 and no later than 23 May 24, confirmed with discussions with ***************************** before booking. On 20 May 24 I was informed the pick-up would occur on 23May24. Today on 23May it is 1837, the carrier has not picked up my vehicle which has already been paid in full for transport and I have not been contacted by either road runner or the courier they contracted to move my vehicle. road runner and the assigned representative, *****************************, are unreachable and have not returned voicemails over the past week seeking more information on the status of my transport pickup.
Business response
05/30/2024
Dear **********************,

We are pleased to inform you that your vehicle has now been successfully delivered. We deeply apologize for the inconvenience and the anxiety caused by the delay in the pickup and the lack of communication from our side.

Unfortunately, estimated schedules for carriers can sometimes run into unforeseen delays. We understand how frustrating this can be,especially when you are managing a PCS move. We deeply regret the lack of communication from our team and the stress it may have caused you. We understand the importance of keeping you informed throughout the transport process, especially during such a significant event as a PCS move. Your peace of mind is our priority, and we acknowledge that we fell short in meeting your expectations in this regard.

We are currently reviewing the situation to ensure that such lapses do not occur in the future. Your feedback is invaluable in helping us improve our services and communication processes. Once again, we apologize for the inconvenience and appreciate your understanding and patience throughout this process.

Best regards,
RoadRunner Auto Transport
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
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.
I requested a booking to ship my car from ******** to ********. I was quoted $965. I was asked to provide my credit card number but the site indicated it would not be charged until a carrier was found and acceptance of all charges completed. I received a phone call from this company telling me the new price was $1,143. I was told to look for an email with the price change for me to approve. WIthin minutes of hanging up, my **************** card was charged and I have yet to receive any documentation regarding the price change. I have been trying to contact the company for over 3 hours to cancel. Crickets.....phone rings and rings. called all number I can find on the internet for these people. THey do business under Road Runner Auto Transport but their email addresses and searches come up differently
Business response
05/22/2024
Dear **********,

Thank you for your feedback and for bringing this to our attention. We apologize for any inconvenience or confusion caused during this process.

Following your initial quote of $965, we found a carrier, but at a higher rate, so we contacted you to offer you the optional rate of $1,143, which our notes indicate you agreed to. We understand the importance of transparency and customer consent, which is why we sent an updated booking confirmation to your email on file on 5/21 at 12:03 PM immediately after our phone call to confirm the new rate.

We acknowledge your concern regarding the charge on your **************** card. Upon review, we confirm that you spoke with a representative who addressed your concerns, and we have since cancelled your order. The transaction has been voided, ensuring that no charges will be applied to your account.

We regret any inconvenience this experience may have caused you. Our goal is to provide excellent service, and we are taking steps to ensure this does not happen in the future. We value your feedback.

Best regards,
RoadRunner Auto Transport
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
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.
I had booked with this company being that it seems commercial and there would be a better chance in receiving the best quote and quickest turn around time to find a driver.After speaking with a representative, I was told that my claims adjuster, *****, would give me a call back. I have not heard from Chase in 2 weeks.I have called multiple times. Every single time I say Hello, I have been looking for someone to contact me, they hang up. I spoke with another representative last week who picked up, screamed at me, and then proceeded with foul language at me (the * word) and then hung up.I have emailed the company regarding my claim in that I wish to no longer proceed being that I have received less than poor communication from the staff, as well as no follow up call.No response.
Business response
05/22/2024
Dear ********************,

As per our records, your order has been cancelled. Thank you for your feedback. We sincerely apologize for the inconvenience and frustration you have experienced with our service. Your experience does not reflect the high standards we strive to maintain.

We have been attempting to reach out to you since 5/17 and have left several voicemails during this period. We are sorry that our attempts to communicate did not reach you and that you have had difficulty connecting with our team.

We deeply regret the negative interactions you have had with our representatives. This is not the level of professionalism we expect from our staff, and we will address this issue internally to ensure it does not happen again.

We understand how important it is to have prompt and courteous service, especially during times that require assistance with finding a carrier. Your feedback is invaluable, and we will use it to improve our processes and communication strategies.

Best regards,
RoadRunner Auto Transport
Customer response
05/22/2024
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:

[Your Answer Here]
I would like a response regarding my previous order to ensure that order is cancelled and my finances within their lack of business is resolved.

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

Sincerely,

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

Customer response
05/23/2024
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 would like to know if my card will be charged at all for any fee.

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

Sincerely,

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

Business response
05/23/2024
Dear ********************,
We want to assure you that your card will not be charged any fees.
Best regards,
RoadRunner Auto Transport
Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In February, 2024 I contracted with Roadrunner to transport my car from ******* to *************. The pickup date was set for May 20, 2024. The contracted rate was $725 and was quoted to me as a firm fixed price and verbally guaranteed by their dispatcher after I asked if the cost could change. I did not hear from them until May 16th when they called to tell me that the price had increased to $1,725. When I asked why, I was told that the FL to MA route was very popular and very expensive, and that the carrier charged what the carrier charged. I pointed out that I had a firm quote and was told that it was only an estimate. So, if the route is popular and expensive, why did you estimate $1,000 below the actual cost? They claim to have been in business for 30 years, you would think that they'd know the true cost. I was told to take it or leave it, and they'd be happy to cancel my reservation. This is all fine and good, but it's 4 days before I'm heading home, and the reason I booked in February was so that I wouldn't have to scramble at the last minute, pay top dollar, and most likely not find anyone with available space. I have another carrier who is looking for me and thinks he can get the cost to $1,350 which is almost double what Roadrunner quoted and contracted (in writing). This is classic bait and switch and they should not be allowed to get away with voiding a signed, valid contract.
Business response
05/20/2024
Dear ************************,
As requested, your order has been cancelled. Thank you for taking the time to share your feedback. We deeply regret the inconvenience you experienced with your car transportation booking. Your concerns are very important to us, and we appreciate the opportunity to address them.
Firstly, we sincerely apologize for the late notice regarding the rate increase. We understand how frustrating it can be to have unexpected changes, especially so close to your planned departure. Our goal is always to provide reliable and transparent service, and we are sorry that we fell short in this instance.
It is important to note that while we strive to provide firm quotes based on our best estimates, there are times when market conditions change unexpectedly. Around certain times, such as the dates you selected,there can be a significant surge in demand for car transportation services along popular routes like ******* to *************. This surge can lead to a shortage of available carriers, which in turn drives up the costs. In such situations, we may contact customers with an optional rate increase to secure timely transportation and avoid delays.
We apologize that this situation was not communicated to you sooner and that the adjustment was substantial. Our intention is always to offer our customers the choice to either accept the new rate, wait for more carrier availability at the original rate, or cancel the reservation at no charge.
We regret that this process caused you such inconvenience and did not align with your expectations. Your feedback is invaluable and will help us improve our communication and service practices to prevent similar occurrences in the future.
Best regards,
RoadRunner Auto Transport
Customer response
05/21/2024
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:

The response is simply a series of apologies with no corrective actions taken. ************ has cost me a lot of time and money due to their deceptive bait-and-switch business practices. Contracting me at a rate of $725 in February for a May transport, and then waiting until 3 days before transport to inform me that the rate has suddenly increased $1000 to $1750 left me with no reasonable alternatives for moving my car. The whole reason I booked 3 months early was to avoid having to pay a last minute booking rate, and I was guaranteed by Roadrunner that my rate would not change from the contracted amount. This clearly was a lie, and as I said, left me high and dry.
*****************************

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