Road Runner Auto TransportReviews 1,871

I have only had a few interactions with the company. I was trying to secure a date and was concerned during the COVID 19 that there may be challenges with transport. There were no challenges. I tried to discuss why the bill was approx.$400 higher than the quote that I received on the internet, that agent just didn't say a word and sent my call to customer service and she did not know why I called. I explained to her and both of them said the definition of quote is that it is an estimate. I believe WEBSTER might take issues with that definition. She then said that is just the way it is. I told her I wanted to speak to a manager and she (Jenna) told me that I did not need to speak to a manager and I could speak to her. I told her that I wanted to speak with the manager about her. She argued a few more minutes and the said I will transfer you to her voicemail. I left a message and the Manager did call me back and was polite and apologetic. She did not do anything about the price but at least she was polite. After the call I reconsidered and decided that I no longer trusted the company with my vehicle so I cancelled the transport that was scheduled more than a month out. They immediately charged me $135 cancellation fee, I called to discuss and then of course I reached Jenna and argued with her for a bit then asked to speak with Pam and the now she would not allow it as Jenna was the customer service manager and Pam would just send me back to her. I insisted and she sent me to a voicemail hoping I would think it was for Pam but in actuality it was for Jenna. I called the extension back and of course Jenna answered, I told her I knew what she had done and she just sent me to Pam's voicemail. This time I heard Pam's voice and name so I left a message and now just hope to hear from her and get this resolved..

The last time I worked with road runner was better than this time. The driver would frequently say one thing and then change it, which isnt terrible, but when the service last time was so spectacular it really stands out. It also probably has to do with the current state of things and how stressed people are. That being said, this was good with no damage on my car and a quick transport. If the service is needed again I will contact roadrunner in the future. Thank you and enjoy your day :)

The experience before confirming my transport was great. I spoke with a representative who answered all of my questions. The communication after I confirmed my transport and during the transport of my car was disappointing. The representative I had spoken with throughout the buying process stopped responding to my emails. The online chat system they have would stop working sometimes and the representative I spoke to there incorrectly told me that they would be available at a certain time. When I checked back, the chat had closed. In order to figure out what date my car was actually getting to me (the arrival date is an estimate and I received no update/follow up after the estimated due date had passed and the Roadrunner tracking system did not update the date) I had to reach out to Miletron (company that picked up the car) who then gave me the contact info for Cargo Management Group (carrier that ships the car to destination) to speak to them directly. The tracker system on roadrunner is also a bit misleading. It doesn't actually track your vehicle during transfer. It only confirms that the vehicle has been picked up and gives you an estimated date of arrival.

Also, I had spoken to roadrunner about having items in the car. They said it was fine. On the day of my pick up, I was told by Miletron that extra weight fees would be applied. I'm glad I had the money to pay for the extra fees on the same day, but it would have been super helpful if Roadrunner would have given me more information beforehand when I asked.

Cargo Management Group was great and as soon as I got a hold of them they were easy to communicate with and shipped my car safely to my destination. 5 stars for them!

Overall, I'm giving Roadrunner three stars because my car did make it to my destination safely, but they need to improve their communication and tracker systems with customers during the transit process. It felt like they had a hands off approach as soon as you paid for their service and it was confusing.