Company Response Review Report Review
One star service

Travis Erwin Submitted this review about RoadRunner Auto Transport
Review made Live: 5/25/2018 1:06:00 PM
3rd Party Logistics services don't own trucks. Those that do, only cover minuscule fraction of routes (they can't have trucks in every location throughout the US at the time you need it). How 3PL's work, is committing to ship your product for a specified price in a specific time frame ("Yes, a RR affiliate carrier will pick up in 3 to 4 days at the agreed price"). They determine the rate and duration based off the frequency, seasonality, and locations of the route. The rate/estimate allows for 3PL's to potentially make the best margin in the initial listing with a depreciating scale as the pick-up window closes. Think of it like a ticket scalper: $1000 3 days before the show. $20 bucks after the show started. Over the course of the year, Roadrunner will capitalize on several shipments at substantial margin, as they should, that's business 101! However, there will be a few shipments that they will break-even, or potentially lose money (This is the nature of a 3PL which doesn't own equipment). The goal of a 3PL business is to win a many more than they lose. Roadrunner cons it's customers with the confidence of the pickup window; false expectations which elicit customer commitment. It's important to identify that the composition of the agreement is dependent on exactly these two variables (price and timeline). If you remove one of these variables, there's no agreement. For example: If RR stated that they would move my car for $5000 but it would arrive in 2 days, I wouldn't agree. Or if they offered to move it for $100 but it would get there in 3 months, I wouldn't agree. Price + timeline = agreement. In RR defense. They send you confirmation terms that clearly state the timeline is simply an "estimate". However the RR representative stated that the pickup window was 3 to 4 days. An estimate, by nature, is an approximate calculation. Approximate, means "comes close". This particular offer may have been inaccurate (market conditions, low capacity, just a bad quote). That doesn't change the expectations of the customer. The agreement was based off RR's professional market research (price + timeline = agreement). What Roadrunner IS capable of doing is adjusting their margins to secure equipment in the specified time frame relayed to the customer. So, how does RR handle customer service regarding the timelines proposed by their customer acquisition team? They don't. In due time, they will send a message that states: "We're sorry that you're unhappy with our services. All quoted timelines are estimates." Customers don't need apologies, we simply want RoadRunner to deliver on the expectations which they presented when they committed to the business. Roadrunner transport has the ability to make the appropriate decision and do what's right. The ball is in your court. Do what's right.
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Colorado
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
R227633
Quote or Order Cost:
$819

Company Response
Phil from RoadRunner Auto Transport Submitted this response.
Response Date: 6/1/2018 10:18:00 PM
Hi Travis, We strive to provide full transparency regarding the services our company offers. We stress that our customers book their shipments in advance so we can do our best to locate a carrier to meet desired timelines. As you are already aware we can never guarantee specific dates. I see that you placed your booking 3 days ago, we are still in the process of locating a carrier for your route. We are working diligently, the representative that assisted you earlier put you on our urgent list. Once we receive carrier confirmation, we'll reach out to you via phone call with an update and provide you with an estimated transport time line. We're sorry to read that you are not satisfied with our services thus far and hope things run more smoothly moving forward. Thank you for bringing this issue to our attention so we can make things right and improve our service for you.