Road Runner Auto Transport has a rating of 2.8 stars from 1,809 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Road Runner Auto Transport most frequently mention pickup date, next day, and cancellation fee problems. Road Runner Auto Transport ranks 8th among Shipping sites.
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Overall very good experience. They were able to setup the pickup and drop off quickly. The driver was responsive and sent updates before arriving. Do be aware to not load vehicles before shipping as there can be extra fees due to weight.
Return contact regarding customer concerns was non existent. It took 6 days instead of 3-5 days to get vehicle, I had an AirTag on my keys so I could see that my car remained in Dallas area for 2 days instead of being brought down to San Antonio in a timely manner. When assured that I would get a return call from Road runner I received an email instead.
Customer service is very helpful but is extremely disjointed from actual drivers which makes the experience stressful. My car was picked up a day late and delivered early and without sufficient notice. I would not recommend this service.
Scheduling was very efficient. Getting the transport was a nightmare. Help on chat line was cordial but answers were not forthcoming. Always deferred to someone else. Did not get transport when requested. Was told one thing then changed without notifying us. Last time I will use your services.
Pick up was.5 days late. Didn't know when car would be delivered until one hour before delivery. Delivery wa six days late. Had to rent a car at destination. Car finally delivered at 10:45 pm. Was on hold with customer service for 2 hours before I gave up. Never go an answer about pick up date or delivery date from email. I have never experienced such total incompetence and disregard for the customer in over 50 years of experience in commerce. My advice is shut the operation down, develop a new business model and start over again.
So far so good. But, I had no idea when my vehicle would arrive and it was three days after what was scheduled. Couldnt contact driver, couldnt get any response until about 1 hour before it arrived. Luckily we wee home.
Website tracking not working, so no knowledge of car's progress. Automatic fee transaction function on website did not properly reflect the correct overall price of the shipment... several hundred dollars error in total billing had to be "added-on" later by telephone.
I appreciate how clear and simple the process is described on your website I also like the fact that I'm not paying anything until my carrier is assigned. Another plus is that I can pay the full amount without having to shuffle money to a relative or have them pay. It seems very professional. Had a little trouble scheduling with the driver but once he picked up the car it was delivered on time and in great shape.
The initial customer support was courteous but uninformed. The transfer to the office and scheduling area was a complete unmitigated disaster. The staff were rude and disconnected from their job. You could tell by their attitude they were either "burned out" or just didn't like their job at all. The car arrived damaged and there was no assistance on their part to correct the situation or obtain any information that would have been of assistance. I will NEVER recommend this company to anyone in the future nor will I use them myself.
Waited all day for a pickup and never showed! Called three times and refused to update me on the status?
Spoke to agent and specified urgency of pickup. Left many messages. Phone calls never returned. Pickup was several days late. Messed up our travel plans. Delivery was also messed up. Scheduled for Sat, rescheduled for Tues then got a call on Sun that car would be delivered within 1-2 hours. Going West to East seemed to be a big issue for some reason.
Easy online process.I really needed to have my auto picked up the day before I scheduled my move. I thought everything was confirmed. However, there was no driver until three days after my move out of state; just after a new buyer took possession of my house. I was now in another state and concerned that the scheduled driver would have difficulty obtaining my vehicle which was left unsecured so that it could be transported. I could not reach anyone in your company at the time. I would have appreciated an email or phone contact.
However, the driver who finally got my car was very helpful and pleasant.
Driver missed pickup date three times. Driver did not provide delivery date or time. Driver arrived at delivery location without prior phone call, unannounced, unexpected and after business hours. Demanded someone immediately take delivery or driver would drop car on the street and go out of state to next pickup/delivery. Completely unprofessional and unsatisfactory experience, start to finish. Otherwise, it was fine.
The actual transport was great and the driver, once assigned was terrific. My issue is with Road Runner themselves...we had requested pickup weeks ahead of time and multiple times were told everything was on schedule. However, once the arranged pickup day approached, we received no contact. Multiple phone calls resulted in the same message..."we will contact you once a driver has been assigned". Well that took over a week after the original pick up day.
All went great and vehicle delivered on time and safe. This saved me a cpl thousand dollars from having the dealer charge me excessively... so I appreciate this service as I'm a small business owner and have to watch my overhead costs.Thank you!
Was on hold for hours. Customer service was unhelpful when I finally was able to connect with them. Obviously overstaffed and not in a hurry to help. They also promised they would have a car arrive by a certain day, but changed it at the last second.
Website easy to use.did not pick up car when said they would pickup then postponed 2-3 times. Got car 2 days late. Did not Appreciate the cost was 200.00 dollars more than when first went to computer and signed up for their service. Not a happy customer
Everything went as planned. Driver was courteous and professional. Only difficulty was getting updates on arrival time. That said, however the driver took pictures of vehicle upon pickup and emailed them to me.
I phoned the office several times and was placed on eternal hold, or transferred to extensions that didn't exist.
*** When I finally received my car it was placed on the bottom carriage at the very end of the carrier, despite the fact that I had paid for a front position directly behind the cab. They are not honest people, have endless banter of excuses, and are unconcerned with customer care or support of any type.
Communication not good. I had to call many times. There were problems due to the hurricanes so I grant some slack. One of my vehicles must have been used as the gas gauge had dropped to reserve from about a Quarter. I had not noted mileage so cant be that certain and based on the original position loaded to delivery position I can understand that they had to resort for order of delivery. Steering and some areas of interior unnecessarily dirtied by gloves or dirty hands. My other vehicles was OK
Zach quick to follow up. Good customer service so far. However, delivery delayed one week due to transport repairs to their vehicle. Once i received the direct contact info of the driver, he was good to correspond and we connected. Would recommend.
Unfortunately we have later found a small ding on the hood of the car. It was hidden by a bunch of dirt picked up on the road. I'm not really sure there's anything you all can do about that but thought I should let you know
Long story short - Roadrunner was supposed to communicate with the auto transport company about the delivery. They did not. There was essentially no communication with the company and when I called them, they placed the blame on me saying that I should have handled the whole situation. Beyond disappointed with their "service". Once they take your money, expect nothing on their part. You're on your own from then on. Would give negative stars if I could. Please save yourself the time and stress and go somewhere else.
Full story - called their main phone many times and no response. Their phone leaves you on hold and hangs up on you after a few rings. This was around 3-4 pm on a Thursday, which was well within their posted hours of Mon-Fri from 8 am to 10 pm. Left a message in three places and finally got a call from their customer service representative this morning and the agent was on the defensive an entire time. Basically, the entire conversation was blaming me and that Roadrunner "assumes no liability for anything". The agent laughed in my face when I expressed my concerns and troubles to him and berated me about why I was upset that my car arrived earlier than expected. Well, was I supposed to be able to predict the future? How am I supposed to predict that my car will arrive four days earlier than their estimated delivery date?
I've never been so disappointed after talking with a customer service agent (they're worse than talking with the cable companies - and that's saying something!). At this point, their customer service department should not even include the words "customer" or "service" because they could not care less about either of those things. If you're looking at their page trying to decide if you should give them a call, don't. Save yourself the time, the hassle, and the money. Avoid at all costs.
Tip for consumers:
Avoid. They’ll abandon you once they take your money.
Products used:
Auto transport.
Easy forms to fill out and to set up the shipment.
Pick-up date was delayed due to other car shippers being late with their vehicles. Real time tracking would be helpful as we had a 48 hr window of uncertainty for the delivery date and time. There appears to have been some wheel scrapes that occurred as a result of the journey.
I paid extra for a covered transport. That was not what was provided.
The gentleman arrived from San Diego pulling an open trailer with my car and a Porsche as his load.
I have no way of knowing how it was transported from the midwest.
The whole process was easy from beginning (booking) to end (delivery). If you have questions, call them. If the line is busy, they'll call back and/or send an email. Just sit back and wait for your car. Texas to Mass. Took about 2 weeks from time of booking!
Awesome service, my driver kept me informed and delivered my car 1 day ahead of schedule. Then when he realized the car suffered a flat, he helped me fix it before driving off into the night. A & S Transport is top notch, and I'm more than pleased.