Company Response Review Report Review
Do not use RoadRunner

Mark Submitted this review about RoadRunner Auto Transport
Review made Live: 10/29/2020 9:52:00 PM
These guys seem very friendly at first but once they get your order they don't really care about you. Set up a shipment on a Thursday for Monday pick up from California to Arizona. They quoted me a price which was in the same ballpark as many companies but since these guys had good ratings I went with them because I didn't know any better. They advertise on Youtube as being a very large company and doing a lot of business, but actually from talking to them they must work out of an office and broker all their deliveries. They don't have their own trucks or employees that move the vehicles. They just call a local delivery service in your own area and charge a fee for setting it up. I used them because I didn't know any better, but that isn't the worst part. After taking the credit card information from me for payment I asked if I was to get an email that shows I made payment, but James the sales person said no you only get the booking confirmation that they already sent me. I will get a call from the dispatcher on Sunday the day before pick up. Waited all day Sunday and no call. Called them left a message for James at his extension and emailed them to let them know I never received a call. 6:45 Monday morning James calls me and tells me that I never signed the contract. I said what contract, i never got a contract. He said he emailed me and my son who the car is going to last week and we never responded. He asked me to repeat my email address and asked me if I was sure that is the correct address. I told him I've had the same email for 20 years and I checked my spam folder and nothing was there. Called my son and he didn't get the email either. We were both supposedly on the same email. This guys James just plain dropped the ball and forgot to mention a contract and didn't send the email until Monday morning. After getting the email he put it in my sons name and wanted me to sign it, and I told him 'NO' you need to put it in my name since I am paying for it and that way it would be a legal contract. After signing the contract electronically and sending it back, I called him to see if they would still pick up same day and he wouldn't answer his phone. I called 8 times and request James and I got disconnected 7 times. Finally I talked to Carla who i think was the manager and she confirmed the order, but no guarantee on pick up today. I told her I took the day off of work and cleared my schedule because I new the car was to be picked up today and even after that they said its not their problem. 1 Hour later I got an email to call them to confirm the pick up. Called them and then they told me the price of the shipment has gone up unless I wanted to pay majority of the bill in cash. They said it was a short notice pick up and the shipper they were using charges more. At this point I had a signed contract but now they wanted to charge me more because of their mistake and I wasn't going to pay them cash. I ended up paying the extra amount because I already took the day off of work and changed my schedule around their pick up. I would never use this company again, because they are so unprofessional and they changed the price to ship when they knew they had me over a barrel because I needed it picked up after taking off work. After talking to the driver is when I confirmed that this company is just a broker and all they do his call local shippers in your own area to pick up and deliver cars. You can save a lot of money by just calling around and see if you can find someone local, and its probably the same companies that these national shippers use because most of the ones that advertise a lot are only brokers.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Arizona
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
$965
Quote or Order Cost:
$993

Company Response
Phil from RoadRunner Auto Transport Submitted this response.
Response Date: 11/2/2020 8:02:00 PM
Mark, thank you for taking the time out to share your experience. We are completely translucent that we rely on a network of carriers and our service ensure that all carrier we work with have been vetted and internally rated based on performance. In the event of one carrier’s failure to follow thru, we have a vast network of drivers on standby ready to complete your shipment. All feedback is important to us and we appreciate the time you took to share your experience with us.