Company Response Review Report Review
Ambiguous At Best

Bert Submitted this review about RoadRunner Auto Transport
Review made Live: 12/1/2023 1:06:00 PM
First and foremost, the car arrived undamaged and for that I am sincerely grateful. Unfortunately, despite planning the transportation 6 weeks in advance, signing a contract, and giving a deposit: 1) The car was picked 2 days later than agreed. 2) The cost for the transport was significantly more than the agreed upon price. 3) The pick up time, the carrier contact information, the dispatch contact information were all closely guarded secrets. On the day of the pick up you receive an email stating the carrier will contact you 2-3 hours before they arrive. If you request more information, you are told "we can't tell you" and "we can't call them and ask" and finally, "they have until 9 pm on the pickup date to call you." That might work for you, but for me who had to fly to and from the pickup State to the dropoff State, I think that qualifies as a bit too much ambiguity. Thankfully the car did arrive on the day it was supposed to and it was undamaged because I can only imagine how difficult it would be to file a complaint with this organization.
Shipment Details
Origin State:
North Carolina
Pickup:
Late
Destination State:
Florida
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
695
Quote or Order Cost:
$825

Company Response
Phil from RoadRunner Auto Transport Submitted this response.
Response Date: 12/4/2023 6:30:00 PM
Bert, we sincerely appreciate your feedback and would like to express our gratitude for choosing our services to transport your vehicle. We are pleased to hear that your car arrived undamaged, and we understand the importance of such a crucial aspect of the transportation process. However, we deeply regret any inconvenience you experienced regarding the timing and communication during the transportation of your vehicle. We genuinely apologize for any deviation from the agreed-upon schedule and the unexpected increase in transportation costs. We acknowledge that these issues have caused frustration and stress, and we sincerely apologize for any inconvenience this may have caused. Your concerns during the pick-up process were valid, and we understand the importance of providing clear and timely information, especially when our customers have made plans around the transportation schedule. We are actively working to address these internal communication challenges to enhance our service and prevent similar issues in the future. We appreciate your patience and understanding throughout this process. Your feedback is invaluable to us, and we are committed to improving our services based on the insights you've shared. Thank you for bringing these issues to our attention, and we hope to have the opportunity to regain your trust in the future.