Company Response Review Report Review
Driver dropped my car at his House - Take an UBER to pick it up!!

Mary Ann N Submitted this review about RoadRunner Auto Transport
Review made Live: 8/3/2020 7:57:00 PM
We were so pleased with the ease of booking this reservation. What a disaster this turned out to be. FL Dispatcher confirmed drop off the night before scheduled delivery on July 23 between 4 - 8. My family made sure they were home from work to accept delivery of the car. They received a call from the driver that said he had the wrong address. (the address in the system was correct — and I had provided the map, since this was a new subdivision). Apparently the local hauler never relayed the map to the long haul carrier. He claimed he had “Orlando” in his instructions, but all documentation in the booking system showed “Mascotte” FL. He said since he had wrong info in GPS, he wouldn’t be able to drop off the car as promised.because he couldn’t turn back around since he other deliveries and it would make all of those late. He was heading to Miami? Our assumption is that once he typed in the address - it was further than the dispatcher anticipated with his scheduling and he decided to create a new option. My daughter was asked to get into an UBER and pick up the car AT HIS HOUSE — HE WOULD BE CONTINUING HIS DELIVERIES TO OTHER locations. We attempted to have Road Runner run interference, but didn’t have any luck. We called the driver who confirmed he had taken our car off the trailer and it was sitting in HIS DRIVEWAY AT HIS House and his wife had the keys! My daughter refused to get in an UBER with the COVID epidemic. (The driver said that he had the company credit car to pay for this, since they end up having to do this 2 to 3 times a day!). He also said he didn’t believe in COVID. My husband called the driver and insisted that he drop the car off. The driver said that he had to finish his deliveries and would be able to deliver it on Friday — which meant my 2012 Challenger, which has NEVER sat outside in any driveway would be sitting in some driveway in some unknown neighborhood and had no idea what might happen to it overnight! As result, my daughter, who had been up since 3:30 am for work and her husband had to drive 40 miles to pick up the car, from someone they didn’t know to bring it home. They received the keys from this poor man’s wife. How safe is it to send strangers to your house!! She no documentation for them to sign that they had received the car. It was my understanding that someone would have to look at the vehicle to make sure there was no damage. Besides the chaos and frustration, this created additional expenses of wear and tear on her car and additional mileage on my car, along with tolls and gas. We were hoping someone will do the right thing and refund a portion of our charges, or reimburse mileage and gas. We were told when signing the agreement - you agree to not dispute charges, so that option is out. On top of all this, there was a torrential rainstorm on their way back home. Luckily they got home safely. As of today, we have not been offered even $50 from anyone to cover mileage, tolls and gas to get MY OWN car - with service that was promised door to door. I thought they meant to MY DOOR! Not someone else’s. Would not recommend — it might be the final leg of this journey that fell apart, but I can’t take a chance with the other vehicles we planned to use Road Runner for later this year. I suggest if you are booking a shipper, to ask for a “chain of command” diagram. In hindsight, I should have asked what the whole process is — and who has the car at which point in its journey.
Shipment Details
Origin:
Valparaiso, Indiana 46383
Pickup:
On Time
Destination:
Mascotte, Florida 34753
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
R348512
Quote or Order Cost:
$750

Company Response
Phil from RoadRunner Auto Transport Submitted this response.
Response Date: 8/5/2020 7:28:00 PM
Mary Ann, we are sorry to hear about your experience with us here at RoadRunner Auto Transport. Every carrier that we work with is vetted and internally rated. All feedback is important to us and we appreciate the time you took to share your experience with us this provides us with the opportunity to address these concerns with the carrier that assisted you.