Horrible, Dishonest, Opaque Customer Service. Use a Carrier Company, Not a Broker
Anna
Submitted this review about
RoadRunner Auto Transport
Review made Live: 11/19/2021 3:08:00 PM
I recently used Roadrunner to ship my car from NY to CA, after my parents had previously used this service and had a positive experience. Unfortunately, I can't say I had a good, even decent, experience using Roadrunner. I felt duped, and like a nuisance when I would contact customer service to inquire about the service I had reserved. I frankly only ever leave positive reviews and am a very easy-going customer (being in client services myself), so the fact that I'm leaving this negative review at all speaks volumes. TL;DR - if you need to ship your car, find a carrier company that does it all, not a broker service like Roadrunner because they don't have any control or insight.
When I had made my reservation a few weeks ahead of the pickup date, I was assured that it would be picked up on the date we agreed upon (and received confirmation in writing for), even after I tried to seed out any doubts with this date, the rep, Kristian, assured me it was all set.
A few days before the scheduled pick-up, I still hadn't been charged nor heard anything about a timeframe, so I reached out to Kristian twice (via email + phone) and didn't hear back. On the date of "pick-up," I still received 0 communication from the company, so I called the general customer service line and was told that there were no carriers in my area and they couldn't tell me anything specific about when or if we would have the car picked up that day or even week. I was shocked, because I didn't even realize this was a possibility. Now, because of the supply chain issues and labor shortage, I could understand the problem - however, it was the lack of communication, dishonesty and transparency from Roadrunner's team that made the experience so terrible. Kristian, the rep I had been in contact with leading up to the pickup, dodged all my calls, never called or emailed me back, and never acknowledged the situation. When my boyfriend called using a different number, Kristian picked up and explained to him that the two carriers he was in touch with fell through the week prior. If this was the case, and he communicated it to us when it happened, everything could have been avoided - we almost had to cancel our flights and decide to drive our car out, but decided against it because we couldn't take the time off of work.
Four days later, I finally had a carrier assigned. When I was accepting it via phone call, they upped the price because it was in such low demand and it was considered a "premium service" to have it arrive on the Friday (mind you, original pick up was Monday). When Friday rolled around, the carrier never showed up. When I called dispatch, they kept informing me that the driver was still scheduled to arrive Friday and didn't report any delays. On Saturday, I decided to call the carrier company and figure out where the driver was (we were flying out that afternoon, and no one would be there to coordinate). Finally, I got solid answers using the actual carrier company, instead of Roadrunner, which is the broker. The car got picked up Saturday night and was dropped off over a week later than we had planned - so we had to Uber everywhere AND pay a "premium service" price, though we definitely did not get premium service.
Moving forward, I would advise anyone looking to ship their car to book it through a carrier company (ours was Rubber Duck LLC), not a broker service like Roadrunner, which is a dishonest service that has absolutely no insight or value into the actual transportation of the car.
