Company Response Review Report Review
Horrible service and communication

Bryan C. Submitted this review about RoadRunner Auto Transport
Review made Live: 7/2/2018 5:37:00 PM
My car was placed on the board BEFORE details were finalized (was not sure of destination between 2 possible cities based on how pickup date and/or projected transit time would fit with our move across the country). I had spoken to Eric Waldman for the initial quote and he was very responsive until after he had taken my payment information (which he said was required at that point in the quote process even though details had not been finalized). After that, it was nearly impossible to talk to anyone in customer service. Eric never picked up his direct line or returned a VM. Took days to get through to general customer service for answering questions, and eventually canceling. Did not realize that they had already placed my vehicle on the board until AFTER I contacted a different broker because I couldn't get through to RoadRunner. In addition, they said they could guarantee a specific pickup date without additional convenience fees, which is actually not reliable as they are only the broker and pickup is at the mercy of available transport. In addition, price immediately increased by several hundred dollars in the 5 minutes between getting the email quote and talking to Eric on the phone. Eric also told me that my second possible destination would be less, and then it invoiced for more. This all despite not being based on an offer from a carrier and they never should have listed my vehicle on the board in the first place as I never completed/signed the booking confirmation because too many details were still undecided and yet I could not get a hold of anyone to solidify those details. Luckily I was able to cancel my request before being charged anything. Had communication been more straight forward and reliable, I would have understood justifiable changes in prices, etc. Went with a different broker and had an excellent experience all around. I have shipped one other vehicle with a different broker in 2016.
Shipment Details
Origin State:
Florida
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
R230986
Quote or Order Cost:
$1429

Company Response
Phil from RoadRunner Auto Transport Submitted this response.
Response Date: 7/6/2018 6:49:00 PM
We’re so sorry to read of your experience with us and sincerely apologize. We strive to provide excellent customer service and deeply regret the experience you’ve had. All feedback is important to us and we appreciate the time you took to share your experience with us. This feedback will allow us to improve our service for future customers.