Roadrunner Transportation Systems

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello and Thank you for giving me the
opportunity to give you more information of what went on with this delivery.
This shipment was picked up from Elegant 4
U in Los Angeles, CA on 10/17/14  as a
regular shipment with an estimated time of arrival to [redacted] in Reston,
VA...

by 10/27/14.  This shipment was
requested by shipper to be a regular residential delivery with no Guaranteed service
or other accessorials requested.   On
regular residential deliveries we normally perform a curb side delivery and we
call customer prior to the delivery to set up a delivery appointment to make
sure some one will be home to accept delivery. 
 This order arrived to the delivering
terminal on 10/24, since this order was a residential delivery appointment
needed to be made prior to delivery.  The
delivering terminal contacted Mrs. [redacted] to set up an appointment, at that
moment Mrs. [redacted] requested for  “White
Glove Service”  and after hours delivery,
freight needed to be taken inside her home to a second floor per her request.   Due to the new accessorials requested by Mrs.
[redacted] the delivering terminal was not able to set up the delivery appointment
as we normally hire another carrier to perform a White Glove service,  accessorials also needed to be approved by
shipper prior to the delivery for payment purposes.
Accessorials were not
approved by shipper and freight was delivered to Mrs. [redacted] on 10/31/14.  I am really sorry that Mrs. [redacted] was not
happy with our service and was not able to understand that any accessorials
need to be approved by shipper prior to the delivery per shippers request

First I would like to apologize for any inconvience the delay in payment has caused.  This was paid on 2/13/15 on check [redacted].  The freight charges will need to be reimbursed by [redacted], as they were the party that paid the freight charges.  The check that was cut was for the...

garage door only.  Thank you,  [redacted]Claims Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Roadrunner was more than a week late with the shipment and we were not able to find the location of where the shipment was. When it finally arrived at the 11th hour, it was severely damaged. I don't think their premise of standing behind an insurance policy is good business. They cost us more than $2,000 they are offering. I think it is poor business in what they are doing.
Regards,
[redacted]

In response to the questionsHave you hear from the Company?No.  I have call, emailed, faxed and mailed this company information regarding my claim.  I was issued a claim number December of 2014, but they refuse to respond to any of my correspondence.  If you look at their history on...

Revdex.com you will see others have encountered the same response regarding damaged freight. RoadRunner Transport ignores customers.Are you satisfied with the company's efforts to resolve this matter?No. Absolutely not.  Please see above.  This company refuses to call me back or correspond with me.  It has been well over 120 days without a decision regarding my claim of damaged freight.  I have all the documentation and they even sent someone out to inspect.  I have left several voicemails to their claims department, supervisors, and no one cares or bothers to communicate.  This is by far one of the worst run companies I have ever run across. They do not honor their obligations to compensate me for their negligence. Feel free to contact me.Thanks,[redacted]

The claim was received  by Roadrunner Transportation on 1/11/2016 .   The shipment in question was shipped on 12/30/2014 and delivered on 1/05/2015.  Per the Carmack Amendment ( claims law) the shipper consignee or third party has  nine months to file a claim after...

delivery occurs.    The claim filed date was  1/11/2016 which was more than 3 months beyond the statute date.   We have subsequently declined and provided the respective denial to the party that filed the claim.

Review: Road Runner Transportation Services was the trucking company used to deliver a 4 post car lift I ordered. Lift arrived damaged, with paint scrapes, bent items, and missing items that arrived a week later. Claim for damage was filed and received by the company ( with Pictures of damage) on 9/16/2015 and acknowledged on 9/21/2015.It has been over 120 days and I have heard nothing back from company. I have sent repeated Emails, Faxes, and phone messages with no returned correspondence. The repairs were made by myself (re-painting) and bent items were repaired by Company that installed the lift. The claim is for $100.00 for paint, labor

and missing hardware.Desired Settlement: I want the Trucking company to contact me regarding the status of the claim and expect that the claim will be paid.

Business

Response:

Roadrunner would like to apologize for the delay in processing this payment. A check will be sent out on 2/19. Thank you[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I contracted with them to pickup and deliver two chairs and a coffee table from a furniture manufacturer in Gardena, CA and deliver to me in Williamsburg, VA. When the delivery date arrived they had the two chairs but the crate containing the coffee table was missing. I noted on the delivery invoice "subject to inspection" regarding the chairs but the driver told me he never had the crate so there must be another shipment, so no notation was made about the missing crate. I came right into the house and called Roadrunner about the missing crate. They said they had no other shipment. They looked for it for about five weeks and they never told me if they found it or in what condition it might be so I filed a claim in mid May asking for the purchase price of the coffee table, tax, crating charge, and shipping. I just received the resolution of the claim and they denied it because I didn't list the missing crate. As I said, the driver said since it must be on another shipment there was no need to note anything about the crate. Now I'm out of pocket $2,721.24 and they want to get away with this loss when this was of no fault on my part.Desired Settlement: Either produce the coffee table or a complete reimbursement

Review: I had an order of sports bras shipped from Los Angeles, CA to Lexington, Kentucky. The boxes were on pallets and were counted by the manufacturer and driver before the shipment left Los Angeles. It arrived 1 month later to Lexington, dusty and the shrink wrap was loose and it was missing 4 boxes. I have filed a claim with Roadrunner and they sent me an email saying it was denied. I have since resubmitted and called several times with no response. The company will only give me the contact person's name, [redacted], or the general claims department and will not escalate it.Desired Settlement: The amount owed to us to replace the sports bras at cost, plus shipping of $1508.00. We are a small, certified woman owned business and cannot handle having someone lose our goods and not pay for it.

Review: Misrepresentation of a lease purchase program.Desired Settlement: Full refund.

Review: I purchased a treadmill from a company on the east coast (Fitness Equipment Depot Worlwide). The treadmill was shipped using Roadrunner Transportation. When the treadmill arrived in Rathdrum Id, it was severely damaged. It looked to have been either dropped off the truck or perhaps something really heavy was dropped on it. We notified the driver about the damage and he wrote "concealed damage" on the paperwork and drove off with out even looking at the damaged treadmill. I was told by Roadrunner that I needed to have an inspection to see what the cost would be to repair the treadmill. I had TreadTech come out and give me a quote for the repair. The quote (service call) alone cost me $133.00. The repair quote was for $1,558.21. I then filled out the claim forms and forwarded them on to Roadrunner along with pictures of the damage. At first they rejected the claim, but after calling them and talking to them further about it, they decided to approve the claim. I was really happy. I guess I should have asked how much they approved, because a few weeks later I received a check for $43.00. They said they only pay .10 a pound for used goods. I find this totally unacceptable. There does not seem to be any responsibility on their part. When I called them and spoke with Lisa ext 1130, she said that this was their policy and there was nothing further that could be done about it.Desired Settlement: I would like them to send me a check for $1,558.21 so that I can repair the damaged treadmill.

Review: On Nov 12th used RR transport to ship a hi value item .pro # [redacted]. After shipment was not delivered to customer we discovered by primary contact with RR managers that the shipment was lost.During the discovery process it was noted that the shipment was loaded onto trailer in Chicago by video capture but never unloaded in Kansas terminal. After the managers interviewed the driver he says there was never a Engine on his trailer which is the product shipped. therefore this shipment was lost or more than likely stolen from the trailer.We were advised by RR to submit a claim for the lost shipment after the this was discovered. The claim was filed Dec 3 2015. both by fax and email. A confirmation letter was sent to us that the claim was received by RR claims.

To date the claims department has not indicated when the loss will be paid they are also evasive in contact .This should be a simple claim process.The shipment from us was well crated with both pro numbers written in several places on the crate as well as our return address and phone number.We also capture a picture of the loading of each engine onto the freight trucks we have been shipping since year 1999 that is 16 years and it is very rare to have a lost shipment .What concerns us mostly is the handling of the claim we have read numerous complaints about roadrunner transportation about how they handle there complaints and we are afraid that we like other customers are being ignored to a greater extent and simply want a seamless resolution to this.This is a 9172.00 loss for us a small company all we ask is that we get a timeline when this will be paid out a automated message that says 60 to 90 days is not very reassuring as we will be coming up on the 60 day mark shortly .We continue to ship with RR all we ask is that the claims department gets the claim completed. I hope not to be one of the hundreds that have problems with this with roadrunner.Desired Settlement: pay out the claim for the lost shipment .claims dept see filed claim amount 9172.00 filed Dec 3 2015 from pro # [redacted] written update of when the claim will be paid .

Business

Response:

We have received the claimants claim and met the Federal regulations of replying within 30 days with a claim number that acknowledges we received the claim. We have 120 days to process a claim in our system once received per National Motor Freight Regulations. The claim was received and entered into our system on 12/7/15. The claimant contracted a 3rd party logistics company Amstan Logistics which apparently did not advise their customer in the event of a loss or damage that this would be the window of processing. We will process the claim within the guidelines set by NMFC.

Review: I had contacted this freight company to move my personal items from California to Kansas. I paid five hundred and eighty dollars for a 4 day transit. My order should have arrived on Thursday March 19th. When the truck dropped off the pallet we noticed right away it was not our pallet and sent the pallet back with the driver. I called the company to locate my belongings and am told they can't tell me anything till the next day. So the following day I call and still getting the run around. After 1 hour on the phone I finally get told my pallet was delivered to the wrong company will be picked up that night Friday and delivered to me Monday, I even got a call to confirm delivery Monday. So now it's Monday and I had heard nothing about a delivery so I call Road Runner and get the most rude employee. She tells me my pallet had not been picked up like agreed on and that I would need to wait now another day. So this 4 day transit is now 11 days later. I tell her this is not okay and I need my delivery today and asked for a manager. She refused to put on a manager told me I would need to call back, So I did 10 times and not one employee would put me with a manager. I kept getting told I needed to email the manager that she was on on a call. I offered to wait till she was available as this was was a very important issue I needed fixed. Was told I can't keep you on my line you need to call back. I have yet to hear back from anyone in the company and keep getting told this isn't their mistake.Desired Settlement: The resolution is for a 50% refund due their inability to fulfill their obligations under the contract. I feel I only got half of what was promised and therefore should be entitled to half of my money back.

Review: We shipped three palettes to a customer via RoadRunner. When palettes were delivered they were missing 3 boxes. One box from each palette. The recipient (who is my customer) filed a claim through RoadRunner, which they denied.Desired Settlement: That RoadRunner pay $800 to [redacted] (claim# [redacted]) for the lost property.

Review: Roadrunner picked up shipment in good condition on 07/24/13 to be delivered to our customer in Greenport, NY. Our customer received the shipment and the entire shipment was damaged and non-salvageable. Customer sent us pictures of the damaged shipment in which we forwarded to Roadrunner. 07/30/13 we had to send customer out an entire new shipment, this time we used FedEx instead which they should also be entitled to pay us an additional $142.65. 07/30/13 claim filed with Roadrunner with supporting documents of the invoice and the pictures received from our customer. 10/01/13 we received a letter denying our claim for $1280.00 for the damaged non-salvageable products. This company needs to be held accountable for their drivers actions. The shipment did not leave the dock that we use in Grayslake, IL like that and it is not fair that they never want to pay for damages that occur during transit. This company needs to be stopped for this type of business practices. Please investigate this companies practices on claims. They never want to reimburse customers for the damages that their negligent drivers do.Desired Settlement: We would like a reimbursement check in the amount of $1422.65 for all the damaged products that we had to send back out to our customer along with the cost of shipping the customer the product via [redacted]

Review: I ordered 2 Icecream machines that this company shipped to me. While at the terminal I noticed major damage to the machines (a dock employee took photos with out completly unpacking the machines. I was told by the employees that I needed to call 800-831-4394 and they would take care of the claim. I called and spoke with a lady who informed me "sir we only take claims online so you will need to go online and file it there" I ask if they could simply take the claim over the phone I was told " NO SIR WE ONLY TAKE THEM ONLINE" I told her I think this is ridiculous. So later I go to their website RRTS.COM to enter the claim it tells me I have to create an account which I gladly do only to get the following email.... Proving that they do not only take claims online.....

I am processing your registration to file claims online.

As you do not have an account number with Roadrunner, your registration cannot be completed.

You can file a claim with us by going back to our website.

Choose Tools

Download Center

DamageLossClaimwith instructions.

The claim can be emailed or faxed in also.

I have also attached a copy of the claim form for your convenience.

If you have any questions, please do not hesitate to contact us.

Roadrunner Transportation Claims Dept

Tomorrow I will be processing a claim form however I have no clue as to the extent of the damage. I am not an icecream machine repair man.Desired Settlement: I need the company to send out Lane and McClain Distributors who just so happen to be the repair company and have them to effect repairs on the two machines.

Thank You, [redacted]

Business

Response:

RRTS is sorry for any delays the claims process may have caused. We are unable to set up a repair for your product, as that needs to be arranged by you through the proper repair company. Once a repair has been completed, please download the claim form from our website www.rrts.com, or we can email you a copy. The form will need to be submitted with a copy of the original invoice for the purchase of the goods, and also a detailed invoice for repairs. Please note, that due to the nature of your product (used machinery) this shipment moved under a released value of .10 cents per pound. Our maximum liability for the entire shipment is $150.00 plus reimbursment of shipping charges. Information on this limited liability can be found at www.rrts.com, or also through your third party transportation provider. Our contract with Priority One is goverened by Item 780 in our rules tariff. Any additional compensation would need to be made by them.

Thank You,

Review: To say I am beyond disgusted and appalled with your services is an understatement. I unfortunately decided to use your company to ship a 1930's Antique Refrigerator, purchasing additional insurance should the item be damaged. I believe I assessed the value of this fridge in the range of $800-$1000 while purchasing this coverage.

The item was shipped in good cosmetic, working condition. This Item was refused by the consignee, as the item had obviously been damaged to the point that the fridge was busted through the pallet. Upon receiving the item back at my company, the legs were bent, the motor was damaged and this item no longer works. Replacement parts are not available.

I made a claim received by your company on 12/16/13, Claim#[redacted]. After waiting four months, I am now being told that I am being reimbursed for a total of $20 because my item was used, and you pay 10 cents to the lb.

Why am I not being refunded the cost of shipping the item when your company not only didn't adequately perform the services, but ruined the integrity of a valuable antique that I am now unable to re-sell.

I paid more for the additional insurance than I am being refunded. I provided proof of value in my claim. Because of your companies screw up, I am out $1200.00 and you're telling me even with additional insurance with a claimed value, you're refunding me $20.00.....Desired Settlement: Refund for the services I paid for, that were not adequately performed. I would like reimbursement for the value of the antique item that was damaged to a point that can no longer be sold.

Business

Response:

Claim # [redacted] has been thouroughly ivestigated, and we find that due to the used nature of the product, this shipment moved under a released value of .10 cents per pound per our contract With Freight Center. Your additional insurance was purchased through Freight Center, and was not offered by RRTS, it is Freight Centers own policy. Your claim for further recovery would have to be made aganst Freight Center.

Sincerely,

Review: RRTS received my goods and let them sit in a warehouse for (5) days before finally loading them onto a truck and then attempting to deliver the products during the period where I specified I would be out of the country. Twice I have requested to speak to a senior manager regarding their service and demanding a refund for the "lack of service" that was guaranteed. It has been told to me by people in the industry that RRTS does not respond to customer complaints NOR do they give any refunds.

The disrespect to the customer is apparent in the discussions I've had with the phone reps and the lack of any follow up after repeated attempts to resolve the issue.Desired Settlement: Refund of $399 for shipping.

Business

Response:

When calculating the days of service Roadrunner does not include the weekends. It is Monday thru Friday standard business hours. Shipment was picked up late Thursday and loaded out on Tuesday, when the trailer was completely filled. Some lanes that freight moves thru are lighter traffic lanes which can cause a later delivery date. This shipment was not a guarantee shipment and Roadrunner works very hard to move freight across the country as quick as possible for our customers. Once it arrived at the destination terminal we continued to contact customer to schedule delivery but no voicemail was set up on his contact number. We have made contact with the customer and this will be out for delivery on Monday February 22nd. Freight charges are being paid by the shipper, so the consignee would need to contact the shipper to discuss a reduction in delivery charges.

Consumer

Response:

Roadrunner Transportation destroyed a large metal lathe that I had shipped from California to Oklahoma. There was not dispute where or how the damage happened. It was at their terminal and the terminal staff fully admitted to dropping it so I figured it would be a simple claim. Wrong, the claim process is extremely long taking several months and they refused to communicate with me in any way. During the process they made us take delivery of the damaged machine and store it at our expense. It is by far the worse customer service I have worked with in the industry. My advice would be to STAY AWAY from them. If you have any issues with the shipment don't expect any reasonable assistance.

Review: On 1/23/13 my company had a 1972 Chevy C30 Truck Cab picked up by Roadrunner Transportation Services. There where pictures of the cab taken at the time of pickup with no damages on the Cab. When I received the Cab it was noticed that there was considerable amount of damage done to the vehicle cab.

I contacted Roadrunner and was told to do a detailed statement showing how amount claimed is determined for the amount of $3779.50. My company did an estimate for repairs as well as an outside company. On 3/21/13 Roadrunner transportation states they received all paper work on the claim and acknowledged this on 3/22/13. Then on 5/17/13 they sent my company a check for the amount $122.00 for total payment for all damages. They sent a copy of there Tariff RDFS 100-H with what they said they pay. How can Roadrunner Transportation send a copy of this after they hauled the freight? And not letting the customer know before hauling.

The copy of there cargo insurance that is on Safer.sys is to a company that has not carried them in over a year (Travelers Prop Cas Co of Amer. The Company ( Great West Casualty Company) is there cargo insurance carrier now. They where contacted about the claim. When they where contacted they said they would look into the claim. The next day we contacted them back and were told that Roadrunner Transportation would not be paying.

How is it that they admitted to damaging the Cab but they would not pay any more than what they already having paid? What good is insurance or any type of regulation on the trucking industry if there is no one to enforce it? What kind of Insurance practice is this and why cant any one help short of a costly law suit. Sincerely Yours,

[redacted]Desired Settlement: I would like for my claim to be paid for the damages. That Roadrunner Transportation Services Inc. admited that was damaged while in there possession. For the amount of $3779.50. We our having to pay for the repairs. Because we have no choice but to go ahead with repairs of the damaged cab. To make our customer happy to finish the vehicle restoration.

Business

Response:

Roadrunner Transportation Services has contacted the claimant in this matter, 1st Choice Auto, in an effort to obtain the information needed in order to reevaluate the cargo claim. Specifically, a cargo claim must include invoices to back up the prices of any product used in the repair of the damaged item. Once we can substantiate all amounts being claimed, we will be in a better position to evaluate our liability on the damages in this shipment.

Sincerely,

Claims Manager