RoadRunner Auto Transport
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Road Runner is terrible.
Road Runner is terrible. Zero communication once they take your money. The car was scheduled for pickup on Monday. After no communication from Road Runner, we started calling. After five attempts, we finally got someone who put us through to dispatching. The answer was that they had no information on the driver's location. The driver finally showed up at 7:00 pm on Tuesday evening. We went to meet the vehicle at the contracted time on Thursday and weren't surprised it wasn't there. We tried calling/texting the driver, the contracted hauler (who spoke zero English and would only text), and then Road Runner. We had yet to get an answer from Road Runner. After the driver told us he was 6-7 hours away on Friday, his dispatcher texted us to let us know he was stuck behind a bad accident (which we now do not believe since there was nothing on the news about a major crash at the suggested location.) Friday was pushed into Saturday with more of the same non-response. Only after suggesting legal intervention, including reporting the vehicle stolen, did we hear back from the dispatcher that the car was now magically en route and we should have it within 2 hours. 2 hours later, the driver arrived and claimed to have lost his cell phone. During this entire time, the Road Runner tracking tool shows the car scheduled to be picked up last week. Even 24 hours after delivery, the car still shows the pending pickup. I've also tried to call them to discuss the issues and concerns and have zero callbacks. This is more than an inconvenience. Multiple people took off work to make arrangements and be available to meet the driver. It is NOT going to be door-to-door. It is understandable that these are trailers that cannot navigate through neighborhoods, so you have to take the car to them to meet the transport. But because of the delays, 36 man-hours of work were lost. That's multiple people taking off of work in order to meet the driver. So, in addition to the cost of paying for the transport, we are also figuring we lost at least $1300 in wages while waiting for the driver. Before you state you need more information, Your office has ALL the information. You choose to ignore customer requests when they try to contact you directly. In this kind of public forum, you paint a different picture about being about customer service. Road Runner is anything but Customer Service oriented. I have also had a chance to read your reply. As expected, you missed the point and made the general statement it was not your fault. I contracted with you, not the hauler. It is your fault. Or maybe I should clarify my position further in another way. This isn't entirely about your lack of communication. Never mind that I called your office and asked for someone to contact me to discuss the issue (that has never happened, and I don't expect it ever to happen). This is not about the pickup and delivery being an estimate that can be expected and understandable. The problem with your lack of communication is that you could have communicated the status in real-time, especially when we called you. The fact that you have no direct contact with your contracted partners who work for you under your name is troubling to me. Your dispatcher has no idea what is happening, nor do they care about it. If you did, there would have been follow-up without us having to track down and communicate directly with the hauler's dispatcher and truck driver. You did nothing once you received your payment. I also found it odd and somewhat funny that your 24x7 tracking tool had no information about where the car was. Seven days after we received the vehicle, your tool finally updated to show it had been picked up and delivered on the same day. The time to drive between the two locations is a 24-hour drive. Technology has progressed to the point your tracking system should be able to pinpoint the exact location of the hauler at any time and within 5 feet of its actual location. But I apologize for assuming that you would make such an offer of a tracker since you are not the hauler, as you are quick to use it as your excuse for issues. I would suggest you remove the "tracker" from your website before someone makes some claim against you regarding your poor business practices. But then again, I see the number of complaints against Road Runner on many of the Better Business Bureaus websites.