Company Response Review Report Review
UNRELIABLE SERVICE

Greg G Submitted this review about RoadRunner Auto Transport
Review made Live: 7/31/2021 8:11:00 PM
?First of all, I finally did get my car successfully transported with Road Runner, but it took an extra 5 days and a lot of aggravation to make the connection and receive my car. We were moving across the country and booked Road Runner transport 2-months in advance. We booked in advance because the Booking Agent told me that the earlier you book, the more time RR has to secure a transport and guarantee the date and time of pick up. This is not true. The Agent over promised and under delivered on the contract. Road Runner did not contact me before or the day of the move to let me know they did not have a transport confirmed. In fact, after RR got my payment, they never reached out to confirm any details of the transport. After repeated outreach on my part (unanswered & unreturned phone calls and emails), I cancelled my original order and had to relocate my car over 800 miles away to my daughters house. From there we were finally able to make a successful transportation connection. The lack of communication and follow through with RR is incredibly frustrating. Here are some Buyer Beware issues if you are using RR: Even though the Booking Agent may guarantee that they will pick your car up on a specific date, they may not. Do not plan your trip around Road Runner’s scheduled date, as they will often have delays or may not even show. Do not believe the promise that if you book early, you will receive the date and time of a scheduled pick up or delivery. Road Runner operates on an hourly scheduling basis and CAN NOT guarantee any pick up or drop off time. Road Runner has a terrible phone system. They will answer new booking calls, but often will not answer customer inquiry calls or the status of a upcoming booking. I tired to call over a dozen times and was able to connect only once. They use and e-mail messaging system, saying they will return your message. In the 4-times I used it, Road Runner NEVER returned a message inquiry. Make sure you have your Booking Agent’s phone number, e-mail and contact info, because it’s may be the only way to communicate with a live person. The “Live Chat” feature RR uses is adequate. The employees who staff the “Live Chat” are pleasant, but have limited info to provide you. Do not expect to get much out of them except - “we are still waiting for dispatch to assign you a carrier.” If you want to speak to a supervisor, it will not happen. I asked repeatedly over the course of 5 days to speak to a supervisor, but apparently none were ever available. If you are a planner and expect a company to honor their commitments, Road Runner is not your company. They will over promise and under deliver. We would NOT RECOMMEND this company.
Shipment Details
Origin State:
Ohio
Pickup:
Never
Destination State:
Arizona
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1215
Quote or Order Cost:
$1320

Company Response
Phil from RoadRunner Auto Transport Submitted this response.
Response Date: 8/2/2021 9:46:00 PM
Greg, thank you for taking the time to share your experience. We are sorry to hear that thing didn’t run as smoothly as anticipated and for any inconveniences this delay may have caused you and for any difficulty communicating with us you may have experienced. We apologize for sounding repetitive, unfortunately when no new status update can be provided our response is limited. Unfortunately, we are susceptible to delays during transport and do express that all dates associated with transport are tentative and estimated. Your feedback is valuable to us, we will use it to improve our services for future customers.