No communication AT ALL
David Trimm
Submitted this review about
RoadRunner Auto Transport
Review made Live: 8/30/2019 12:52:00 PM
How on earth these people have managed to get a 4-star rating on this site is totally beyond me. So far this has been a truly, truly dreadful experience with the main issue being the total lack of communication - from them and from their chosen carrier. If you use them, then be prepared to pour your personal effort into coordinating all elements of the shipment, fighting to get information, and, of course, putting your life on hold for the 48-hour period during which the pickup is overdue and you are waiting for them. They are quick enough to phone you selling insurance, but after that it's radio silence. Their website promises an online shipment tracker, but as far as I can make out that is just so that they can tell you that circumstances happen, delays occur, nothing in life is guaranteed and they are truly sorry. In reality, if you want information about your shipment then you are forced to chase them. If it's just "late" they'll tell you that everything is in hand, and that the pickup could take place up to 9pm, but that the shipper will call 2-3 hours in advance. Needless to say that didn't happen for me, and I ended up waiting in until 10 pm. Oh, and good luck contacting Roadrunner after about 5pm - I think they all go home, leaving their customers to flap around like landed fish. Fast forward 24 hours, and I'm still playing the role of shipment coordinator, customer service rep and customer all in one - no contact from the company until I instigate it, and this despite the abject failure of the night before. The collection is over 24-hours late, a cause for shame and humility for most organizations, but all in a day's work for RR. Their customer service people reiterate that life isn't guaranteed when contacted - well, that's good to know. Actually, the good news is that the people running their FB page got back to me timely to tell me that they are "just marketing" and I really need to speak with Customer Service. I ended up speaking with someone and THEN (surprise, surprise) I got a call from the carrier. They're very sorry (of course) and can't give me a time. I asked them to call back when they had a time, and then waited (like a fool) for 2 hours. ONLY when I personally called back the number from which I'd received that call and got through to customer service did I get an estimated time - still 4 hours away btw. Apparently they'd had problems with the brakes this time (I can't wait to see this transporter) and the driver had been trying to contact me - well, that's an outright bare-faced lie, and the guy or gal making that statement is a liar. As you can see, I'm delighted, and I will certainly be using RoadRunner for all my future transportation needs (and that, my friends, is sarcasm). AVOID LIKE THE PROVERBIAL PLAGUE, unless you suffer from an acute desire for suffering.
