Company Response Review Report Review
TERRIBLE CUSTOMER SERVICE ONCE BOOKED

JBRobbins Submitted this review about RoadRunner Auto Transport
Review made Live: 6/19/2020 12:50:00 PM
What an experience. When we booked it was great, good customer service yet the quote online is only a quote and they play with the numbers. They are just as bad as all of the others, they are a broker in disguise. We were told we would be updated. Yes the driver called (RUDE) and told us a time he would pick them up, then called with a time 2 hours earlier and zero flexibility. We changed our date of shipping and moved it 4 weeks earlier so the price changed, did the online quote and as usual they said those are not the prices. It cost more. We also requested top loading. That was approved for the price difference and it did not happen. Shipped 2 vehicles, both were extremely filthy - INSIDE also. Driver is filthy dirty and greasy and has to find a way to climb into your car through a door or window once it is on the truck. Black Footprints on the backs of seats, floor mats, inside molding dirty hand prints, and on the console as we watched as he had to climb over. When we spoke to him about this when he arrived with our vehicles he just wanted to argue with us. Honestly - FILTHY DIRTY. Once of our vehicles is now damaged and needs body work on the door. We were given 10 days to get two estimates and they want copies of the paperwork the driver gave us attached the bill of lading upon pick up and drop off. They are pink carbon copies and basically blank. So in this 10 days of Covid-19 NO EXTENTIONS on the claims. We have sent multiple emails, phone messages (they never answer the phone - unless you are booking) and now customer service has gone to hell. We finally got them to answer today and asked about what would be refunded for not top loading and we were told nothing as you did not pay for it. I said you built it into the charge for the difference in the cost. She said no, we put it on the record but it is up to the driver of the truck if they want to top load it or not. The truck arrived empty and did not happen. She insists we did not pay for it but yes it was built into the cost since they agreed to add this since the cost did change it they agreed to stay with our original quote. Unfortunately everyone at Road Runner now has amnesia. I guess it goes to show since cross country moves are only a few times in life that you will ship a vehicle it does not matter about customer service as they know you will not use them again. THEY HONESTLY ARE HORRIBLE.She then transferred me to the claims department and as expected x518 did not pick up, they never do and they never return a phone call. I will be disputing this on the credit card today. I did say that to her and he response was that fine our accounting department handles these. It must be a typical occurrence with them. Seriously - hire another company or a reputable mover. These guys Suck!
Shipment Details
Origin:
Wilmington, Delaware 19808
Pickup:
Early
Destination:
Palm Springs, California 92262
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
R327838
Quote or Order Cost:
$2400

Car Condition
  • Vehicle was dirty
  • Vehicle was damaged
Company Response
Phil from RoadRunner Auto Transport Submitted this response.
Response Date: 6/22/2020 7:11:00 PM
We sincerely apologize for the issues that occurred with your shipment. Thank you for bringing your issue to our attention, we have asked a representative from our customer service team to reach out to you as soon as possible to resolve any remaining questions you may have.