Roadrunner Transportation Systems

Review: Shipper Roadrunner Transportation Services [redacted] had shipped our order and was damaged of two pedicure chair glasses bowls (GS - Pedicure Chairs La Tulip 2 - 9640 / Regular Price $1990.00 each) during shipment.Desired Settlement: With the replacement cost of $1000.00, and denied to pay for the damaged.

Business

Response:

The shipment in question delivered clear of any exceptions. RRTS was notified of concealed damages within 15 days of delivery, and would be willing to make the industry standard settlement offer of 1/3 rd of the claimed amount, or $333.33. This offer is completely voluntary as a customer satisfaction measure, as RRTS holds a clear reciept of delivery, and the consignee has not met the burden of proof that this damage could have only happened while in possession of the carrier.

Sincerely,

Claims Manager

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.

Review: I have two claims (#: [redacted] and #: [redacted] these claims involved a damage to my properties (dough mixer & an oven. The oven was shipped face down, the front glass part was on the bottom of the skid it was not standing up or banded like it should have been as a result the glass is shattered on the front of the oven) that occurred during the transit. Those claims were filed electronically with pictures of the damaged items on January 27th 2015 and I have also mailed in a signed claim form and were acknowledged on March 10th 2015 and never heard anything since then. As 120 days have elapsed, I have called them twice and left the messages to find out about their statuses they don't neither answer the phone nor return the call. I also sent them e-mail never heard anything from them.Desired Settlement: Those items have been declared by my electrician as salvages. I mailed to them the signed claims form including the purchase receipts so they can refund me $ 500 for the dough mixer and $250 for the oven which make a total of $750.

Review: I scheduled a freight pickup through Freightquote using Roadrunner. I was told that my pallet would be picked up in Salem OR on April 4th and delivered to the terminal in Belle Vernon PA by the 11th. When it wasn't here on the 11th, I was told it never left WA until April 9th and that it should be here the 12th. The 12th came and went. On the 13th, I was told that it should arrive in PA by 7pm and I could pick it up on the 14th. Today is the 14th and now I am being told that the truck stopped in Cincinnati OH and is then going to drive right through Pittsburgh without delivering my pallet, continue on to Camp Hill PA (4 hours further east) and then come back to Belle Vernon PA on a different truck and I can't pick it up until monday the 18th. I have been lied to every time I spoke with someone from this company.Desired Settlement: I want my pallet delivered to the Belle Vernon terminal now. I do not want to wait until monday or any other day in the future. If this is not done, I want my shipping cost refunded.

Review: This is a freight company I used back in August of 2014 to have a garage door shipped from Menards to Phoenix, AZ 85022 for a new home I was building. Menards had nothing to do with this transaction, the delivery company simply picked up what I purchased from the store. Menards did NOT arrange shipping in any way - I found this company on my own. The pickup apparently went fine, but when delivery showed up the garage door was damaged and had broken glass despite being marked "fragile", "use caution", etc. I refused acceptance of delivery. They attempted re-delivery but the damage to the garage door was too severe rendering the door useless. I have photos of this. Upon declining the re-delivery, I spoke with [redacted] at [redacted] ( [redacted] ) to ask about and start claims process. I followed their claims process promptly and per their instructions including detailed photos and explanation. I received a "Claims Acknowledgement" in late September. The letter from Roadrunner, ironically, specifically points out "normal time period for claim to be concluded is 60 days, but may take up to 120 days". I was also told that STATE LAW required 120 day resolution. It is now almost 6 months from when they damaged the goods I paid for in full and they have taken my property hostage. I have proactively reached out to them several times via email to [redacted] and received some short/rude responses with no relevant information (always generic responses like "claim in process"). Due to time elapsed and security issues at my house (I had to have a new garage door) I had to order another garage door and pay for it.Desired Settlement: I'm requesting I full refund of the damaged garage door and a refund of all the shipping/freight charges I incurred totaling $759.41 because of Roadrunner's negligence in handling my property.

Business

Response:

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

Consumer

Response:

I scheduled a return shipment back for today between 12-5p. It was 10 boxes weighing 60 pounds each. I had a friend come over and move them out to a pallet in the parking lot. I have been watching them all day waiting for the truck to arrive, as we have been getting emails from the HOA that there have been multiple thefts throughout the complex including delivered packages left at doors and out of vehicles. There was still no arrival at 5p, so I called the number again. This time I was speaking to Jenny. She said it was rescheduled to tomorrow. I asked why I was not informed either by email or phone and asked what I was supposed to do or who was reliable for the boxes if they get stolen. She was very rude and I started to get upset. She then rattled off a phone number to call, even after I told her I did not have a pen or paper ready. She then curtly said have a good day and hung up on me. I called back immediately and got a different person. After asking for a supervisor, I was put on hold and then told all supervisors had left for the evening. Unfortunately, I do not remember the third lady's name, as she was pleasant and tried to help me.
I will be writing the company that the items are to be returned and let them know about this situation. I will be strongly suggesting they look into using a different 3PL/shipping company. I would like to know why my pickup date and time were changed without notification. Now I have to leave the items, outside, unattended in a known theft area. The cost of the items being returned is $884.03. That is a lot of money to be out when I wake up in the morning and the pallet is empty. I can't move those back into the townhouse. Additionally, Jenny should not be in customer service if that is how she is going to interact with customers. When she answers that phone, she is the voice of Road Runner Transportation System. I would not want her representing my company.

Review: My husband and I purchased a large sectional couch and ottoman thru a seller on Amazon on October 6th. The product took almost a week to arrive, a day past expected delivery time. After scheduling a delivery with RoadRunner the evening before, I received a call the following day stating that two large boxes, my couch, had been lost or misplaced. They were only able to deliver one small box, the ottoman. I refused delivery. The other two boxes were never found. The seller on Amazon sent out a second shipment, leaving the warehouse on October 17th, and it was supposed to be a rush order. It was scheduled to arrive on October 24th. After contacting the company on the 22nd, I was told that the truck had broken down and therefore, the delivery would most likely be delayed until the 28th, a day past standard delivery time. Furthermore, I was told that a delivery time of past 4pm was considered "after hours" and could not be accommodated. Then I was told that they couldn't deliver to a place that had stairs. My unit is on the second floor. Such poor customer service! To date, October 30th, I have yet to recieve any delivery of the items I purchased, duplicate shipments have been made and still no couch to sit on. Roadrunner has held two couches hostage to avoid solving a problem and showing decent business practices.

Business

Response:

Hello and Thank you for giving me the

opportunity to give you more information of what went on with this delivery.

Review: On Sept 4th, I received a shipment of an appliance using the services of Roadrunner Transportation. The package material was in bad shape, but I accepted delivery. I later discovered that day upon opening the box that damage had occurred to the unit during shipping. This has been documented by a claims company. Unfortunately, I have been working many weeks with Roadrunner to get the oven picked up, only to hear excuses. The first excuse was that they did not have a shipping pallet - hard to believe given that they are a shipping company. On my own, I obtained a pallet, but Roadrunner continues to be unresponsive. The company that sold me the unit does not want to reimburse my until the unit is picked up, understandably.Desired Settlement: I would like Roadrunner Transportation to either call me with a pick-up time and actually pick up the unit, or reimburse me for the ~$1800 that I paid for the oven.

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.

Regarding case ID [redacted], I have heard from the company and am satisfied with the outcome.

Review: As a business owner, I understand that things happen but it is how you handle the situation with your client is what makes a difference between good business practice and bad business practice. Dealing with Roadrunner Transportation Claim Department has been very frustrating to say the least. The order I sent to my client back in December 2014 was damaged during the transport. I submitted the claim in December 2014, it is almost end of May 2015, I still have not received a refund. When the claim was submitted, I was informed it would take 90-120 days. That is a red flag, does it mean they have so many claims of damaged shipments they need 4 months to process them or they simply could not care less about processing it faster. After 120 days went by, Roadrunner claims department informed me they need more supporting documentation to see the manufacturing cost of the goods. I emailed them back asking what type of documents exactly they need and what form is acceptable by them so there is no more misunderstandings and I do not get another email in a few months that they need more information. I received NO response. Despite receiving NO response I went ahead and I emailed copied of all my vendor's receipts I had and kept emailing Roadrunner Claims Department about the status of the claim. I have received NO response to ANY of my emails. it is almost end of May. There is no person to talk to, the email address goes to general claims box, and they simply ignore the emails I send, I requested a manager to contact me, and of course this email was ignored to. This is beyond rude. I do not understand how such company can stay in business in this competitive market? I have no doubt I am not the only one being treated with such " professionalism" by the Claims Department. And I have no doubt it is a matter of time this company will go out of business with such incredibly horrible customer service. Shame on you Mr. [redacted] for running this company so poorly, shame on you! Based on this extremely frustrating, unpleasant experience, I strongly believe it is Roadrunner Transportation practice to avoid paying claims to their clients for damaged goods by " offering" unreasonably long processing time of the claims and consistent ignoring of the emails from their clients. All this is to discourage the clients or simply wear them out waiting for a refund. It is called a RIP OFF. My Claim #[redacted]Desired Settlement: Roadrunner is supposed to refund my business the cost of good they ruined during the transport. ( My client refused to accept the goods and I never received them back, which I would not accept anyway since they were no longer resalable) . claim #[redacted]

I am expecting a refund for damaged good and of course + delivery charge I paid to Roadrunner.

I have shipped thousands of packages using USPS and FedEx without any problem close to the one I had shipping my first and only time with Roadrunner. I shipped a printer that measured approx 3'x3' and weighed over 200 pounds.....ROADRUNNER LOST MY SHIPMENT. I opened a claim and it took them OVER 120 DAYS TO ISSUE A REFUND....FOR MY SHIPPING COST ONLY. I LOST A FEW HUNDRED DOLLARS BECAUSE OF THEIR MISTAKE. If you try to call their claims department, you can only leave a message: YOU CANNOT TALK TO A REAL PERSON. I corresponded with them via email and they responded to me on their terms. When you deal with a shipping company (and other companies as well) you are at their mercy: you have to trust that they are reputable and honest (are you going to be able to pay the legal fees to take them to court?). In my opinion, ROADRUNNER IS NEITHER REPUTABLE NOR HONEST. I WOULD NEVER THINK OF USING ROADRUNNER AGAIN. I hope that this review steers you away from the stress and headache I encountered from using this company.

Review: I bought a Wolf range from a seller in California and they arranged shipping to my NY address through RRTS. They paid for insurance on the range in case of shipping damage. I bought the stove in September and when it arrived via RRTS shipping it was badly damaged. The boxes that it came in were battered and smashed the driver of the delivery truck was shown the damages and signed a statement at that time recognizing and describing the areas of concern. He instructed me to contact RRTS and make a claim via their website. He then dropped off the range in the driveway of my office and left. I took photographs of all the damage both before and after removing the packaging. Then I moved the range to a storage shed with the help of three other reputable people, all doctors, that can testify to the damages that were present prior to moving it. I was told by Claims at RRTS that my claim was received and that it would take 60-120 days to process the claim, investigate the damage and proceed towards a solution. I waited patiently for the time to pass but still made two separate inquiries regarding the status of my claim that I have timestamped copies of. I never received a response to my inquiries and after 70 days I had my wife try to call someone that could help us despite having no claims telephone number listed on the website. She was able to call other numbers to get someone's number in claims. She called that woman twice and never got anything but voicemail where she left two messages. Two weeks later, we got a call that someone would come out to take photos of the damage. He showed up at an agreed upon time, took some pictures and told me that any photos I had of the appearance of the shipping boxes were irrelevant at that time. When questioned he couldn't believe that we had to wait so long to have our claim handled. Within a week, I received an unsigned letter from RRTS stating that they were not responsible for the shipping damages because the range was removed form it's packaging. Yet, it was sitting outside in a box on a driveway were they left it more than 70 days prior. If I had not moved it to cover it would have been totally destroyed. If I had to leave it in it's packaging the driver should have said that to me or somewhere on the website it should have instructed me to not open it. I was concerned about the damage done to my $8k range. It took RRTS over 70 days for them to inspect it, the packaging would have all fallen off anyway from exposure to the weather. So, in my possession I have my damaged stove, all the photographs that were taken detailing the damage both in and out of packaging, a signed letter by the delivery driver detailing the location of the damages upon arrival, the testimony of three reputable doctors describing the damage done during delivery, a letter from the seller describing the new condition of the range prior to shipment, a receipt of the original sale, all the copies of the correspondences from the shipper regarding protocol for damages and all the copies of my repeated attempts to get any form of response from the company throughout the length of this process. There is more than enough evidence to proceed with legal action. I can't believe that step is necessary considering basic human empathy and compassion for proper business etiquette. However, so far I have been shown nothing from RRTS that demonstrates any decent handling of this situation where fault is so easily identifiable. If I am not granted the repairs to my merchandise I will gladly proceed with legal action.Desired Settlement: I want what I bought in the condition it was in prior to the damage done during shipping. I have already contacted the manufacturer for a price list of all the broken and damaged parts. I would like to be compensated for the parts, the labor to repair, the shipping charges for the broken parts and all taxes for the shipping. The total cost of the range was over $8K. The costs for repair are under $3k.

Review: On 6-11-15 an order consisting of 5 palletized boxes was shipped from PSSL in L.A. California to our office in North East, PA. Road Runner was the company that was chosen to ship cross country. On 6-19-15 a delivery was made that contained only 2 of the 5 boxes. Upon reviewing the happenings we discovered that a second shipping company in Altoona PA received a damaged pallet with the 2 boxes on it and delivered the 2 remaining boxes to us. Road Runner carelessly handled our shipment, damaged, and lost 3 boxes containing about $1200 worth of electronic equipment necessary for our business to fulfill contracts. For some unknown reason our Pallet was taken apart and only 2 boxes were delivered. We are loosing money weekly at this point because we are forced to rent replacement equipment while ours is missing or damaged or worse stolen by a company employee. We have contacted PSSL, Road Runner, and Air Land Express attempting to resolve this matter. We have not been satisfied with the results. I am sending the original lease agreement for the equipment we ordered. I can supply further e-mail communication and copies of shipping labels as well.Desired Settlement: We wish to have the missing equipment delivered or replaced IMMEDIATELY by Road Runner or we wish for monetary reimbursement for the amount of equipment lost so that we may re-order it from another vendor.

Review: This complaint is regarding PRO [redacted]. On 6/5 Roadrunner Transportation was contracted by freightquote.com for me to pick up tile shipment from NC with residential INSIDE delivery in Boston MA. The goods were picked up as scheduled on 6/8 and the delivery was set to take place on the 10. On 6/10, at 5:48 pm I received a phone call from a truck driver, telling me that he was on his way to deliver. At that point I inquired if he was by himself because he was doing an INSIDE DELIVERY of heavy porcelain tile into our client's unit in a residential building in Boston. He told me that he was not aware of that (how is it possible?) and he would have to do the delivery the next day and would call me then. Nothing happened on Thursday 6/11 nor on Friday 6/12. Meanwhile, I had to cancel the tile person on the project, for which this tile shipment was intended. On Friday 6/12 I called Roadrunner customer service and asked what was going on with my shipment. Their response to me was that they were waiting for a liftgate authorization. I explained that their sitting on my shipment is derailing my project. They said they would try to get it authorized asap. Parallel to that I am in a daily contact with the freightquote.com, that I know is bothering them too regarding my shipment. But apparently no amount of inquiries can move this mountain. I spoke to their NC office on 6/16 and left the same person a message today 6/17. The customer service rep, [redacted], with whom I spoke on 6/16 said that she would absolutely have an update for me by 6/17. I am yet to hear from her. I spoke to freigtquote.com on 6/17 and was put on hold for good 20 minutes while they were getting in touch with the Roadrunner. The result of that conversation was a promise that I would get a phone call the same day from Roadrunner with new delivery date. Still nothing. At this point, I am thinking that someone at Roadrunner must like my porcelain tile so much they can't let go, sitting on it 2nd week in the row. Meanwhile, my project is at a standstill and it's costing me money not to be able to proceed. I need for someone to step in and get that liftgate authorized before I loose my mind and a good relationship with the client.Desired Settlement: I request an immediate delivery of my order

Business

Response:

Response from Roadrunner on complaint. Roadrunner Charlotte NC

facility picked up this shipment in Charlotte NC on June 8th, 2015.

The shipment is destined to [redacted], Boston Ma 02110. Roadrunner loads this

into our delivering partner in the North East. The shipment arrived at the

delivering terminal on June 9th, 2015 and was out for delivery the

first time on June 10th. The driver that had the delivery did

not deliver the shipment due to no lift gate being noted on the delivery

receipt, which was accurate as this was not noted on the bill of lading from

the shipper. On 6/15/2015 Roadrunner customer service started working on

lift gate authorization, which is normal procedure in the transportation

industry (Roadrunner contacts customer paying the invoice to request this

additional fee). The lift gate charge

was approved on Tuesday June 16th.

Roadrunner then contacted our delivering partner to schedule the

delivery. Delivering was scheduled for

June 19th, the delivery has since been completed on that date.

Review: We strap down and ship our products on custom pallets that are purposely larger than the product to minimize potential damage in shipping. Roadrunner has stolen our custom pallets (which cost us $30 to build per pallet), and put our products on pallets that were way too small for the products causing the products to hang over the ends of the pallets resulting in damage to our products in transport. I submitted a claim to Roadrunner with extensive evidence of the damage and an invoice detailing the costs of the stolen pallets, damaged goods, and replacement costs for the damaged products. Roadrunner denied my claim stating "In this particular instance, we do not feel that sufficient proof of carrier liability has been established. Therefore, we have no alternative, but to decline the claim as filed." when they admitted to me over the phone that they "Sometimes switch out the pallets of products, but the products should not have been hanging over the edges of the pallets." which in fact they were hanging over the pallets and I submitted the photo evidence to prove it.Desired Settlement: I am requesting a check for the replacement parts that were damaged, the cost for shipping said replacement parts, and the cost for the theft of our custom pallets in the amount of $570. This is in reference to my Claim: [redacted] Claim: [redacted] Pro: [redacted] Amount $570.00

Business

Response:

This matter was reviewed again. This shipment moved through our system clear of any damage notations. The consignee had the oppertunity to view the shipment at the time of delivery and note any possible damages, or any issues with the freight. The consignee signed for this shipment free and clear of any damages or notations on how the pallet arrived. In this situation, there is no way of knowing where the damage may have occured, or where the pallet may have been switched out. As with all claims of a concealed damage nature, when the burden of proof rests on the claimant to prove that the damage could have only happened in shipping, that has not occured. We offer 1/3 rd of the claimed amount which is standard in concealed damage situations. Sincerely [redacted]Claims Manager

Review: I am with Crown Burgers Restaurants in Salt Lake City, UT. Every 60-90 days we receive a shipment of Olive Oil from European Imports Exports. In March of this year our shipment was severely damaged. We put in an insurance claim and have yet to receive any information other than an acknowledgement letter dated 3/30/15. I have sent several emails and have left voice mails with no response.Desired Settlement: Pay for the damaged freight.

Review: I ordered some furniture from a store and they used freighquote.com to have it shipped to my house and we took out insurance on the product. Upon arrival on 4/23/2013 the driver pressured us into signing the bill of lading so he could get home to his family. (it was 3 days late and also at the end of the day) We unpacked the items and noticed some scratches which we noted and the driver left with some of the packing materials. Upon completely unpacking the two couches and 1 chair and plugging the items in to test we found structural damage to the chair that prevents it from working correctly (it's a automatic recline). A metal bar underneath was broken during shipment. So we proceeded to file a claim the next day through freightquote with Roadrunner Transportation. I have waited months before being contacted on this claim. When Roadrunner finally sent an inspector in August I showed him the product and he took pictures and said it looks like it was damaged in shipping. The inspector then tried to sell me on a seperate business venture which I found very unprofessional. I have still been waiting for resolution for this claim and they finally offered me a settlement on the claim which I countered and we agreed on an amount of $436.34 so I signed the agreement and sent it back. I found out today they changed their settlement offer to 70.47 so now I am filing a complaint with you. I am also told I can't appeal this I have to file another claim. The item shipped in April of 2013 it has been almost a year and they are telling me I have to file another claim. I guess my next option is to file a lawsuit so I can get the chair repaired or replaced. It has been a nightmare of delays so any help you can provide will be much appreciated.Desired Settlement: 50 % of the replacement cost of the chair that they broke while transporting of 436.34 which we agreed upon already.

Business

Response:

The freight claim on the shipment in question was filed against RRTS by Freightquote.com. A settlement offer was made to Freightquote on 12/27/13. On 2/27/14 [redacted] with Freightquote notified RRTS that they were officially closing their claim with RRTS, and rejecting the settlement offer. With the claimant (freightquote) having closed their claim, we do not have a legal claim on file to make payment on. I would need someone, either Freightquote to reopen, or the consignee to file, in order to make payment for these damages.

Thank you,

Claims Manager

Consumer

Response:

worst company I have dealt with in my life.8 days late already.Took 2 days off work so far to be home for the scheduled delivery and rescheduled delivery that they had called and set up with me and they just calld me again with same excuse that the driver found my item in there truck but will not be able to deliver on time and rescheduled again.Paid $250 for 7-10 day delivery and 14 days later I still get a call to reschedule the delivery.I think the Revdex.com should shut them down make them refund all customers that have dealt with them.Terrible management and services.

The driver designated for my area 21117 tried to run me over with his truck!
Driver and supervisor refused to deliver residential even though bill of lading stated residential delivery and payment was made accordingly. Driver came with an attitude and without a working lift gate even though the bill of lading stated lift gate.

We have 7 freight claims against Roadrunner totaling over $29,000 in damaged merchandise since 2014. Our rep initially told us that they would pay claims withing 3 months. Well they have not, it takes them that long just to respond when a claim is filed. They find any reason to refuse the claim. Now they tell us that the machine was used. Even though we only sell new products and the said product was delivered upside-down. This is a solid cast iron machine weighing over 1800 lbs they dropped then delivered UPSIDE-DOWN. Often in our open claims they kept the product since we cannot fix or sell it but still refuse to pay the claim. So not only did they steal our product but they refuse to pay for it. Their claims department is awful, the corporate office doesn't respond. No one answers phones and the poor sales rep is at a loss. We stopped using them over a year ago and advise all our customers to NOT use them under any circumstance. We are seeking legal action.

Review: Roadrunner and or their interline partner severely damaged one of four tires that they hauled for us. They have denied our claim RRTS Claim 215249 Pro [redacted] and our appeal on the basis of knowingly false evidence. They claim a clean delivery, because "this shipment was delivered without notation of damage." They Bill of Lading they are using to deny our claim was never signed by an authorized agent of our company.

The Gilette, WY terminal of North Part Transportation (Roadrunner interline partner) called to let us know they were refusing to deliver the shipment and would only meet us at the third party location over 30 miles from where the tires should have been delivered. During that call they also let us know that ”the tires had been removed from the pallets they were shipped on to make them easier to handle.” Apparently their way of making them easier to handle was to remove the tires from the pallets they were shipped on then lift the tires with the forklift through the center (lifting on the bead, even though there were signs on every side of every tire that forbade this.) Then they abandoned the tires at the third party location over an hour before the scheduled meeting.

I have hopes that we can still resolve this civilly. It has been nearly 6 months since we filed a legitimate claim and both Roadrunner and North Park have drawn this out and made this process as inconvenient, convoluted and as miserable as possible. Yet I would still prefer we could settle this in a reasonable manner.

It was not a clean delivery, as Roadrunner claims, as no authorized agent from our company signed for the delivery of this shipment. The Gillette, WY North Park terminal manager verbally acknowledged that an unrelated 3rd party at the location where the tires were abandoned signed for the shipment. As per my email on 5/28/15 Roadrunner was made aware of the lack of a signature by an authorized agent from our company on the BOL. As per my email on 6/1/15 to the NPT claims department NPT was again reminded of the of the lack of the signature of an authorized agent on the BOL.

I would greatly appreciate your help in resolving this matter.Desired Settlement: Pay the $3,400 claim

Review: September 20, 2013, Roadrunner Transportation Services delivered a shipment to our store. Upon delivery, we immediately noticed that four of the boxes were badly damaged. The driver said he did not have time to remove all of the pieces so we could check for damages. We told him we would not sign without knowing whether or not the merchandise inside was damaged. On the Bill of Lading (BOL), one of our employees clearly wrote, "4 Boxes damaged torn. Subject to inspect." The four boxes contained 1) a desk top; 2) desk legs; 3) a desk panel front; and 4) a plasma base.

As we began to unpack the boxes, we immediately knew the customer would not be satisfied. Metal pieces were bent. Scratches covered the high-gloss European curly eucalyptus material. We provided Roadrunner with pictures that clearly illustrated the damage. The pieces were too damaged to be repaired, so we had to order a brand new set for our customer. This furniture is made in Italy, and our customer obviously paid for brand new furniture, not damaged furniture.

We filed a claim with Roadrunner right away. December 17, 2013, we received a letter from them asking us to explain why full compensation was the only resolution. We sent our response December 20. In March, they contacted us again, asking for further clarification and claiming that our customer had been using the desk. We assured Roadrunner that we never gave this merchandise to the customer as we knew there was no way he would be satisfied with such damaged furniture, even if it were only until the new pieces arrived. We are still uncertain why Roadrunner would make such a claim.

We wrote to them again April 24 after receiving an email from them April 22. In this letter, we reiterated that our customer had NEVER used this furniture.

This week, we received a check from Roadrunner for $2317.80, although our claim was for $7050.00. Obviously, this is completely unsatisfactory, as is the five months we have waited for the company to resolve this issue.Desired Settlement: The outcome we desire is for Roadrunner to refund the entire amount for the furniture damaged during transit, which is $7050.00. As stated earlier, our employee clearly wrote on the BOL that these four boxes had extensive damage, and our pictures serve as further proof of the irreparable damage to the furniture pieces in these four boxes.

Business

Response:

Per the inspection report that was sent along with out payment, the desk was moved to another location and assembled, and is currently in use in a conference room. There is no way for a carrier to establish complete liability for this item, as it was handled after it was out of our custody. Since it is in use, (clearly assembled and in a conference room) an amended claim for the minimal damages would need to be submitted, along with evidence that the damage happened in our possession and not during the transfer to the new location, or during assembly.

Sincerely,

Claims Manager

Consumer

Response: