Roadrunner Transportation Systems

Review: They only delivered 14 out of 16 boxes.

RRTS was supposed to pick up 16 boxes from Los Angeles CA. and deliver to my customer. The driver only delivered 14 boxes. My customer signed, not realizing that there were only 14 boxes on the pallet instead of 16.

When he realized they had only delivered 14 boxes,he called the driver immediately that made the delivery.The driver told him he had only picked up 14 boxes from the terminal. He said he, if he finds two more, he will deliver it. Next day he delivered one box, and said we are still looking for one more box.

Once they could not find the last box, we were asked to file the claim. I filed the claim, the claim was denied, saying they have signed documents showing all of the 16 boxes were received. They are well aware of the fact that they have only delivered 14 boxes. The driver who delivered also said he was delivering 14 boxes. There was one box that was delivered after the original delivery. If they are claiming they had delivered the complete shipment originally, how were they able to deliver one package at a later date?Desired Settlement: There were 35 pair of jeans in the missing box worth $31.00 each, total $1085.00 plus shipping for the one box. Total claim $1100.00

Review: I purchased 2 Midway Hydro Thunder video game systems in working condition from a vendor in Michigan and without significant cosmetic damage (we have proof of the condition from the seller in terms of images as well as video). These systems were crated by the seller and shipped to me using Roardunner (Shipment [redacted]) with scheduled delivery 7/19/13. This is more than the delivery or late products by RRTS, it is the delivery of late products that were significantly damaged in shipping. The games were to be delivered to our home in Kissimmee, FL during the time I was visiting the property on vacation. Delivery was confirmed to be by 7/19 but but RRTS failed to deliver on time and delivered on 7/22 when I was no longer able to personally supervise delivery and had to have a management company representative supervise it. Since the games required assembly it was not possible to assess damage immediately at delivery, but upon assembly and operation it was clear that there was significant cosmetic and internal damage not present at the time of pickup - one of the units was not even operational. The documents I have from my manager and that I forwarded to RRTS show that delivery was not signed for and included pictures of the pallets 1) re-wrapped with plastic, which should not have been done since the machines were crated very specifically by the seller, 2) wrapping was punctured in multiple places due to rough shipping conditions and 3) one of the machines was visibly at an angle, nearly sliding off the pallet upon delivery. A claim was filed with RRTS ([redacted]) to have this expeditiously dealt with because we purchased the games to increase the marketability of the home as a rental. WE CANNOT DO THIS WITH DAMAGED/BROKEN MACHINES. In this claim I respectfully requested that RRTS hire a certified technician to inspect and repair (or replace, if necessary) the games, and compensate me for lost rental revenue. Today I received notice that RRTS denied my initial claim, which only causes further lost revenue which I now have to seek as additional remedy.Desired Settlement: Full inspection of both units by a certified technician in the field, restoration to acceptable functioning status; Repair of cosmetic damage to the units. Replacement with other units is acceptable. Compensation for $5,000 lost revenue as a result of RRTS's continued delays and unresponsiveness to this issue. We will seek an additional $1,000 for each 3 weeks that pas without resolution to this issue. They will also be hearing from our lawyer if soon if they remain unwilling to provide adequate resolution in a timely manner.

Business

Response:

The shipment in question moved with RRTS under a contract between RRTS and a Third Party Logistics Provider that was selected by either the Shipper or Consignee. Our contract by law provides for a maximum released value on any shipment of used, refurbished, or reconditioned material of .10 cents per pound. Based on this contract, Roadrunner is willing to make payment with out delay of this .10 cents per pound for the referenced shipment that weighed 1250. Please advise of your acceptance and payment in the amount of $125.00 will be forwarded.

Sincerely,

Consumer

Response:

Customer Service is the Worst Service.Scheduled appointment on calling. No body bothered to call for appointment.I have call again on Appointment for my confirmation .I was surprised to hear that Frieght is missing and contact the Shipper.No body bothered to call.

Review: April of last year I purchased a vanity/2 mirrors and a marble counter top from Spica Trading Co in NJ. I received the shipment in July from Roadrunner the box was damaged the driver knew it, my husband and driver opened the end of box where damage was and the counter top looked ok however when I got home and my husband and I opened the whole box we found the marble counter top was cracked. Note ,we had not moved the box from the original location your driver left it, it weighed several hundred lbs. We called shipper Spica Trading Co and they said they would send out another shipment. We received that shipment approx month later and we promptly opened the box which contained the marble counter top with Roadrunner truck driver standing there , there was no damage to the box but again the counter top was cracked the Roadrunner driver was witness to this we called shipper Spica Trading Co right away and we were told to write on the invoice from Roadruner pro # xxx that shipment damaged we were to keep the counter top because the shipper Spica Trading Co told us to that they were going to contact Roadrunner about pick up. Truck driver was present when we were talking to shipper. Truck driver did not pick up 1st shipment because he said he did not have paper work to pick it up. The shipper Spica Trading Co. told us he was going to send a 3rd shipment just the marble counter top as soon as possible. Shipper sent pictures of marble top prior to shipping it was fine. Once again we waited about a month and received the shipment from Roadrunner trucking the same driver who delivered the other two shipments ,we opened the box and once again the counter top delivered to us was cracked. We called the shipper Spica Trading Co and told them the shipment was damaged as were all the other ones shipped. We refused the shipment. Three shipments from Roadrunner all damaged

We have since gone to a local counter top maker and spend $xxx. on a counter for our bathroom vanity because we wanted our bathroom finished and it seemed that having Roadrunner deliver a counter top that was not damaged was never going to happen.

We put a claim into Roadrunner, for compensation for the $xxx we had to spend having a counter top made for our vanity because Roadrunner could not deliver us a counter top that was not damaged. It is through no fault or damage or neglect on our part that caused this counter top to crack we did not even move the boxes after they were delivered . We have been dealing with this for almost year, and in fact the shipment was originally to take place in June however Roadrunner lost our shipment and it took weeks for the company to find our item and deliver I made at least 10 or more calls trying to find someone who cared and would call us back about the location and deliver date of our purchase we are now being told by Roadrunner our claim is denied. They delivered an item to us 3 times and it was damaged 3 times and they are denying our claim where is a customer to go?

I am not sure who Roadrunner contracts with in Calif or my area but they are representing the Roadrunner company so I would think they would want them to be as professional and committed to excellence.Desired Settlement: Since we were forced to purchase a counter top from local counter maker, at cost of $750.00 because all 3 shipments from Roadrunner were damaged we are requesting $750.00 we are also requesting they pick up the original shipment and return to Shipper Spica Trading Co in NJ at no cost to us

Review: Roadrunner transportation system shipped my merchandise. It arrived damage due to their negligence and poor handling. It was insured. I contacted their customer service and claims department. They sent someone out over 4 months ago. When I tried to follow up with there representatives I left messages multiple times. They never got back to me and refuse to process my claim which is over 120 days old.Desired Settlement: It is insured and they need to process my claim. I have already filed that paperwork and photos with them. No one has bothered to return my calls or get in touch with me.

Consumer

Response:

In response to the questions

Review: We have spoken to several of road runners claims analysts in an attempt to resolve an open claim from early August 2014. Each experience with members of their team in an attempt to bring this claim to resolution has been unhelpful at best, and rude/dismissive at worst.

We first mailed in our claim in August per the instructions of their website. We contacted the claims team 2 weeks later and they told us, “Mailed in claims aren’t great for us, they get lost and not entered in on a regular basis. Please scan and fax it to us”. So we provided that information the same day.

Originally when placing our claim (in late August 2014), we followed each step instructed to us by their staff in an attempt to follow their processes and policies. Before ending our conversation/claim request, we have asked every time if there was anything else needed to facilitate this claim, we were told "No" and that we would just need to wait the 120 days for the claim to be investigated/processed, and that their team would attempt to locate the package.

The last time we contacted their team on November 21st we were told there was nothing else we needed to do. When we called in On January 11th, (the 120 day claim mark) we learned that the same day we called in in November they mailed a proof of “did not receive” document to the recipient of the package. We were not made aware of this document. Nor were we given the option to give you an email address to send it to the recipient, they alleged they mailed it. The recipient told us they never received it.

I find it odd that their claims department openly admitted that the mail process at Roadrunner is broken, yet they chose this broken process to send a document to the recipient. They emailed the document to our recipient yesterday and 30 minutes later he faxed and emailed it back to them. This step could have been resolved in November and our claim paid 2 days ago.

Because their team neglected to inform us of this step in the process in November, we are now being instructed to wait for an additional 30 days for the claim to be re-evaluated. So now our claim will be open for 150 days.

Today on Jan 13th when attempting to close this claim: We spoke to one of Road Runners' analysts, who outwardly refused to give us the ability to contact our assigned claim analyst directly via her office extension and additionally refused to CC us on an email to our claims analyst so we could be informed of where we are in the process of this claim. She also said that she was sure that our analyst wouldn’t have received the fax or email sent to her by our recipient. Which I find hard to believe as email is instantaneous. We were CC’d on the email and we received it no problem yesterday.

The call today has been the rudest service we have received to date and among the most transparent road blocks to providing resolution to this open claim. It seems your claims agents are instructed to make it as difficult as possible to get a claim closed. I’m sure this comes from management as a tactic to hold on to our money for as long as possible, so you can earn float on the interest. This is no longer acceptable and this claim needs to be paid immediately.Desired Settlement: We would like this matter resolved immediately and a refund processed ASAP, not 30 days from now.

Consumer

Response:

Have you heard from the company? YesAre you satisfied with the company's efforts to resolve this matter? YesOur pressure forced them to pay the claim. thanks, [redacted]