RoadRunner Auto Transport

Our vehicle was picked up on November 18, 2024, marking the start of what turned out to be one of the most frustrating and disappointing service experiences we’ve ever encountered. While the booking process initially gave us a positive impression, with the agent being polite and helpful, everything went downhill from there. The customer service team’s behavior was appalling. On multiple occasions, they were outright rude to us during phone conversations, and more than once, they hung up mid-call, leaving us without answers to our concerns. Adding to the frustration, they repeatedly misled us, insisting that the vehicle was picked up on November 21, 2024, when we knew it had already been taken on November 18. This level of dishonesty was not only unprofessional but entirely unacceptable. To make matters worse, no one informed us about significant delays caused by the truck breaking down, nor that a different carrier had to be assigned to complete the delivery. This critical change in plans was never communicated to us, leaving us completely uninformed and powerless to make any adjustments or inquiries. Despite assurances of live updates, there were none, forcing us to repeatedly chase information that should have been provided proactively. The vehicle was originally scheduled to arrive on Friday, November 22, 2024, but instead, it did not reach us until late Sunday, November 24, 2024. When the new driver finally delivered the car, he revealed that he had only picked it up on November 22, confirming our growing suspicion that the timeline provided by the company was riddled with lies. The fact that the driver managed to transport the vehicle in just two days directly contradicted the earlier falsehoods we had been told about the pick-up and delivery schedule. This entire ordeal was marked by consistent dishonesty, a complete lack of professionalism, and a shocking disregard for basic customer service standards. We were lied to, ignored, and disrespected at every step of the process. What began as a routine service quickly turned into a nightmare of frustration and miscommunication. We would never recommend this company to anyone, including our family and friends. The experience was so atrocious that we feel compelled to warn others to avoid this service at all costs. It was an absolutely unacceptable and disheartening experience that no customer should ever have to endure.

Fast, easy, arrived in good condition, great communication.

Great communication and fast service-fully recommend them!

I have shipped my car across country many times. This company will get my business from now on. They picked the car up as promised and delivered it early. They communicated accurately and each person I interacted with was friendly and responsive. Really impressed with this company.

Very satisfied with the service. Thank you to the truck driver for his care on our vehicles delivery.

Great communication. Great service.

Super service and outstanding handling. I HIGHLY recommend!

the driver tomazi was very courteous and professional. loaded our vehicle with care arrived at destination ahead of schedule would highly recommend

Great service, on time pick up, delivery on time and professional, courtesy driver. No hassle on line paperwork and scheduling.

On time, professional driver who communicated well throughout the process.

Thunderbird was delivered in a day in the same shape. Driver was great. TY

Car arrived a day early. Adrien kept us in the loop the whole time. Very nice man. And Rob in the office was very understanding. As it took me 2 1/2 years to get paperwork from Florida.

Professionalism

Excellent. Would use again and recommend

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.

Great communication with transport driver.

The problem getting pickup but the driver was helpful.

Road runner auto was very good and will use them again. They kept me informed and delivered on time

From booking to drop off everything was awesome. Great experience would use again and recommend 100%

Great transport