Review Report Review
Late / Dishonesty / incompetency

Quintin Submitted this review about RoadRunner Auto Transport
Review made Live: 7/18/2014 5:49:00 PM
Roadrunner tried to take this review down by saying they couldn't verify me as a customer. What a joke. They probably put 400% more effort into taking this down than tracking my car and giving me timely(if any) updates. So It's back up and I figured since I can edit this once, as a freebie, I would update the rest of my experience of this terrible and unethical company. Bottom line first. If you are a vet or active military and need to pay to ship a car from OCCONUS(or anywhere), DO NOT USE ROADRUNNER AUTO TRANSPORT OR ANY OF ITS SUBSIDIARIES! I am on day 20 outside of active duty(and delivery date) renting a car to maintain employment and meet my VA obligations. They will not help cover any expenses or do partial reimbursements. If you choose Roadrunner Auto transport, you are on your own. Enjoy the review!

I booked my car shipment through Alaska Car Transport (subsidiary of Roadrunner Transportation) because the price is the cheapest and it is secured through an online documented transaction. It is the cheapest in Alaska, but you get what you pay for. Customer service and all services are provided by the same personnel. Some minor hiccups in the beginning such as copying the wrong vin number and a double charge on my account which was remedied rather quickly. I arranged a drop off date with the specific intent of my car being delivered on the 28th of June, I was extremely flexible and could have dropped it off as early as need be to give them an appropriate time frame. I was told for that to happen I would have to drop the car off on June 6. After my car was dropped off at port I was told I would be notified when my car reached Washington (around 16-18 June) and a driver was secured for pickup for delivery. On 24 June after not hearing anything from customer service, I called and talked to Melissa who is on the management team who apologized that no dispatch has been secured and I wasn't notified that my car is still in TACOMA WASHINGTON! She said she would send out an emergency dispatch to try to get my car picked up and she we would call me on 25 June between 12-1 P.M., to tell me if the car is shipped and to dial her extension 525 to talk to her for the rest of my needs until my car is delivered. I lost connection and called back shortly after at this extension and instead got Tonya who I guess is probably a senior manager because her care factor is somewhere between 0 and -6, if you talk to her about an issue you'll understand. So After receiving no call back on June 25 (an alarming trend) I called and spoke with Nikki who said my car is still waiting dispatch for a truck pick up and that Melissa along with the rest of management (including Tonya) are off today. Not sure why Melissa said she would call me back if she was off. I filed a complaint with the BBB on 25 June and Melissa magically made it back to work to call me that evening. My car was picked up on 27 June and they gave me an arrival time of 07 July. I called a couple time between 28 June and 7 July and received confirmation of the due date.
Fast forward to July 7(Monday). I called once around 9 A.M. and got confirmation for the drop-off. I called again around 7 P.M and got another confirmation and was told a driver would call me shortly. I called once again around 8:50 P.M. and spoke with Janelle who must of been the only one that day to actually talk to dispatch because she finally told me that my car would be there BY THE END OF THE WEEK!! She also gave me the dispatch phone number which I began to use. It really gets out of hand from this point on. They began to give me inaccurate dates and it became increasingly hard to contact them. Most of my calls would drop but other phone lines still worked. They pretty much dumped me on the carrier line and cleaned their hands of it. Such a disgraceful way to do business.
Summary; The drop-off date was bait. If you know it was the busy season you should have told me an earlier time. This company is incompetent and unethical. Also, when customer service views you as probably not being a return customer, it seems they begin to put you on the bottom of the totem pole. IF YOU ARE EXPERIENCING DIFFICULTY WITH THIS BUSINESS PLEASE USE THIS SITE ALONG WITH THE BBB. THEIR RATING HAS DROPPED TO A B- AND I BELIEVE IT IS JUSTIFIED. PLEASE LET OTHERS KNOW TO FIND A MORE COMPETENT DELIVERY SERVICE.
Shipment Details
Origin State:
Alaska
Pickup:
On Time
Destination State:
Florida
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
R93040
Quote or Order Cost:
$2297