RoadRunner Auto Transport
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Roadrunner Review: absolute worst experience we've ever had
Roadrunner Review: We had a very, very bad experience. We’ve used several other auto transport companies successfully, without issues. Roadrunner was a mess from beginning to end. I encourage you to read this entire story to fully appreciate the various elements of Roadrunner’s role and approach. Auto transport is a simple business that relies on the company doing two things: moving cars and communicating. While we did (ultimately) get our car delivered, we have never experienced greater or more frequent communications breakdowns with any company in our entire lives. Roadrunner outsources their customers to subcontractor transport companies – they are merely a broker. So when they tell you that their customer service agents don’t have any better information than what is shown on their website, believe them. They literally know nothing because they’ve handed off your job to a third party and moved on. In our case, they outsourced to an outfit called Car Go Xpress (which information we had to sleuth when our situation deteriorated). This company likewise outsources the actual auto transport to drivers (presumably independent contractors). We were assigned a dispatch person whose only job was to communicate with us, liaise with the driver, and be reachable if there was problem. Our dispatch person was Jake. Jake seemingly made up information to tell us. He gave us multiple ETAs for the pick-up, saying he has spoken with the driver, none of which was true. He promised to text or call us when the driver was an hour or so away. Never did – and not just once, but repeatedly when the ETA kept changing. Then Jake just completely ghosted us. We managed to get the driver’s cell number. Our driver was Raim. Unfortunately, Raim didn’t speak English, and could barely read English. This led to a series of issues trying to rendezvous with him for the pick-up. My wife ended up waiting in an empty parking lot, in the rain, late into the evening, for three hours past the ETA we were given by Raim. Raim’s English was so poor that he initially went to the wrong address and accused us of changing the address (when, in reality, he had simply misread it). The constant miscommunication, the unexpected and frequent delays and changes to ETA, the lack of customer support, our dispatch person ghosting us made the entire ordeal extremely stressful. We would have cancelled except that Roadrunner had already charged us for the transport. The delivery of the vehicle was equally chaotic, frustrating and full of problems. We know that delays can happen. The issue wasn’t the delays but the lack of communication and outright lies. Jake reappeared on the delivery day telling us he had just confirmed our delivery ETA with Raim, and we should expect a delivery that evening between 6pm and 8pm. None of that was true. Raim had been delayed by weather and actually wasn’t going to arrive until the following morning (around 11am). We stopped talking to Jake because he was almost completely non-responsive and whenever he did text something, he just made things up. Bear in mind, Roadrunner was completely out of this picture because they knew nothing and wouldn’t even pick up the phone. After some additional sleuthing we connected with a woman named JP (at Car Go Xpress). JP was the hero of our story. She spoke the same language as Raim. If it weren’t for her, we would have been completely in the dark about what was going on with our car, and Raim. There were a number of additional delays on the day of delivery – 11am became 2pm became 5pm and ultimately 9pm. As painful as all of that change was, at least we knew what was going on and why thanks to JP. Most importantly, JP stuck with us. She continued to respond to texts and proactively called, communicating changes and apologizing for all the problems. She did so late into the evening, well beyond the end of her work day… and honestly was the only good thing that happened in this entire experience. Roadrunner was utterly useless. Worse than useless, we would continue to receive emails and texts with information we knew to be wrong… and with zero – zero – ability to reach anyone at any time of day or on any day. Of all the customer service experiences we have ever had, now measured in many decades, this was the absolute worst. They took our money and literally abandoned us… and they outsourced our job to an outfit (excepting JP only) that was a complete clown show with dispatch folks who ghosted us and drivers who couldn't speak or read English. This caused us more stress and frustration over such a simple job than we’ve ever experienced in any other transaction, by a mile. We could not be more emphatic in saying take your transport business ANYWHERE else.