Route Runners Auto Transport Reviews (%countItem)
Route Runners Auto Transport Rating
Address: 2570 North Jerusalem Road, North Bellmore, New York, United States, 11710-1100
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Dan and Rob were great. Quoted an open carrier for my new Prius that seemed reasonable. Dan ran across an enclosed carrier in the pickup area for just $200 more. Pickup at dealer went smoothly and the car arrived in less than 24 hours, a full day early! Took a little while to get a money order. The driver was very pleasant and patient. I wish he had called but it's hard to complain when it arrived so fast with no problems.
Real company, real people, real pricing. Brian who did my booking was fantastic and answered all my concerns and questions. There online appearance with a nice website and good reviews along with perfect emails was another deciding factor. They got the job done fast and were outstanding. I recommend them to anybody who is looking to ship their car anywhere in the United States, they do all routes!!
We opted for Route Runners based on reviews and had a bad experience getting our vehicle delivered. The carrier they chose was negligent in scheduling a pick up and delayed drop off by 2 days and it was only the beginning of the troubles for us. When they delivered the vehicle he returned it with a broken windshield and opted to not mention it to us at delivery, it was only after we noticed in few minutes(he also rushed delivery and left) and called him, he said his insurance and route runners will work it out for paying for the damage and ever since then it has been a saga to get this repaired. At first, the customer service reps were accommodating in taking the complaint and talking to the carrier's insurer and promised to get our windshield fixed but it only stayed as promises as nothing has been delivered and it has been two months since the incident happened. After constant following up from my side and numerous calls, the issue is still not resolved and I am being told that it may not reflect in any positive response for me. It is a waste of time and money for me for having to pick this service and regret my decision.
We appreciate your feedback and thank you for using our service. Our records indicate that your vehicle was picked up on 8/*** and delivered on 8/. These dates were acceptable given the length of this transport and the nature of auto transport in general. As for claims of negligence against the carrier. You need to make us aware immediately if any damages occurred during transport. This is the insurance companies policy not ours. So if your car was delivered on the *** and you didnt contact us until the *** (as stated in your complaint) we would have little to no recourse with the insurance company. Due to rampant attempts of insurance fraud by many customers in this industry, insurance companies will auto-deny any claim not made within 24 hours of delivery. You made a claim 4 days later. Based on what was provided to us. There was no damage recorded on the bill of lading (that you signed), The only proof we have is a zoomed in picture of a cracked window (we cant confirm its even your car) with "the rock" that did the damage (that would have flown away during transport). We can also assume that you had the window replaced / repaired and requested that you send a copy of the bill so we can send that to the insurance company to further support your case. We have yet to receive this. All things considered, we did what we could but your request was ultimately denied. Please reconsider you position on this matter. Thank you for your time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I do not agree that I did not reach out to them until *** of August, I have a email proof that I sent them the picture of the damage and reported the damage on the *** right after the delivery. My wife took the delivery and did not notice the damage and had signed the bill of landing(the guy rushed her on delivery too). I have not yet got the windshield repaired as I was told that getting the insurance to order a repair would be easier than getting a bill reimbursed. I was never asked for the full car picture with the damage, I would have sent them if they asked. I can send it today if required to prove the damage is to the same car that was used in the auto-transport. If the company assures, that they will get the money reimbursed I would go ahead and get the windshield repaired.
Sincerely
I cancelled my order via email TWO days prior to them STILL deciding to dispatch a carrier to ship my car. I emailed Brandon who states he was in the office later on Friday (Aug ) but doing a different job than he usually does. Still could’ve checked his email. Not only that, the email I received confirming that they basically stole $120 out of my account came from Brandon’s email. It doesn’t add up. Not only that, now I’m having trouble getting through the regular customer service line, to Rob’s line and to Brandon’s line. Sunday I spoke to Rob as soon as I saw that they took my money & he was rude and so was Brandon when I spoke to him Monday. I just had to hang up on them bc it was like talking to a brick wall. Brandon even have the nerve to tell me what I SHOILD have did since I decided to use a different company. He SHOULD have checked his email & saw that I cancelled. Terms & conditions specify written cancellation is the only thing accepted. I did my part! Give me my money back! I don’t have money to play with like that, I work for my money and it’s sad I have to jump through loops & start a dispute w my bank just to get it back!!!
Hello ***,
We have read and acknowledge your complaint here. It seems we have a different side to the matter of what is in your statement. It is our job to locate a carrier for you and then proceed with dispatch which you gave us permission to. Only at the point of dispatch do we take a small deposit for the driver guaranteeing a spot on his truck; as it also states this in our terms and agreement which you acknowledge. We have no record of you canceling a load to our email for cancellation. We also had two carriers for you and we dispatched one of the drivers, we are a brokerage and it is our job to dispatch you a carrier which we dd just that, if you wanted to cancel that is between you and the driver.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I’m not sure who Mary is, because my name is *** Please view my attachments. I DID request cancellation a full 48 hours ahead of my order being dispatched. I’ve also requested a refund multiple times! Address me properly by my name & stop lying!!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely
In our Terns it clearly explains that an email cancellation must be sent to the *** for our dispatch department, we never received an email here, your vehicle was dispatch and provided for you the information for pick up and delivery as we have completed our service as you requested.
If you decided to use two different companies to find a service for when already dispatched your vehicle, that is something you decided.
Cancellation & Refund Policy
The option to cancel a shipping order is available at any time, at no cost with no cancellation fees as long as order has not yet been assigned (dispatched) to a Carrier (transporter). The amount paid it will be refunded to full. Refunds will be processed within 48 business hours of the cancellation request. Cancellation of an order must be submitted in writing via email sent to ***. Route Runners Auto Transport does not accept or honor cancellations made via phone call.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Keywords “
Route Runners Auto Transport does not accept or honor cancellations made via phone call.“
Cut out the attitude & your terms actually back up my claim. It does not say written requests are not accepted if they’re sent to the same email you’ve been communicating with from the beginning. It says phone call cancellations are not honored, which I didn’t attempt. WRITTEN IS REQUIRED AND WRITTEN WAS DONE. TWO DAYS PRIOR.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely
I used RouteRunners for transporting a project vehicle(and we all know what a project vehicle means) I purchased on *** motors. Rob and his team from RR was amazing! He coordinated with my seller on pickup and kept me informed the whole time. The driver(from Indiana transport) was unable to get his rig closer than 1/2 mile to the seller so he drove my project to his rig! The driver kept in touch with me as to his progress and delivered the vehicle literally to my driveway. He was professional, friendly and helpful. A fantastic experience! I will use this team again
It was a pleasure helping you ***! If you or your friends ever need us, you know where to find us. Thanks for your kind words and support.
Long story short, I've had terrible luck with almost every company involving my move cross-country. I moved both of my vehicles (uncovered) with this company (who used ***). I had the luck and pleasure of working with Rob, who helped me out a lot. Even went as far as giving me advice on dealing with other companies who attempted to screw me over. He also followed up numerous times to check on things, even after he received his portion of the cost. I paid $2550 for both vehicles (small suvs) from North Carolina to Washington state. Don't use that as your estimate as prices easily vary with a lot of factors. But over all, I definitely would recommend both companies.
Hi ***, we spoke to Rob, he said he took a special interest in your case because of your military service and your poor experience with other companies. He wanted to make to make your transport as smooth as possible. We are proud to help our country's military members. It was our pleasure helping you!
I was helping my sister move to New York and I went online to find a car shopping company. I selected these guys here at route runners. They were very honest and the price stayed the same!!! I had friends who had bad experiences with some companies but the RR team was phenomenal and I would recommend to anybody who needs their vehicle shipped!
Thank you for sharing your experience. We are based in NY so we have great connections with the local carrier groups. It give us the edge when helping people in and out of the north east! It was a pleasure helping you and your sister.
This was my second time using Route Runners Logistics and I highly recommend them! Their team helped were professional and extremely knowledgeable. Communications via email and phone are timely and courteous--they let you know when your vehicle has been assigned and then the driver calls to confirm details for both pick up and delivery. They arrived on time for pick up and delivered earlier than expected, but kept me informed every step of the way. Reasonable rates, when you consider the stress and expense of driving yourself, hotels, gas, etc.
Thank you for your feedback! We look forward to serving you in the future.
I requested a quote online from Route Runners website. They sent me an email quote of $545 to ship my car with a link to click to accept this cost for delivery, which I followed and signed their contract for them to do so. The contract allowed me to cancel anytime before they assigned a driver which seemed reasonable. After no driver being assigned in the timeframe I needed, I paid another broker to get me a driver who did send me an available drivers contact information the next day. Route Runner's called me that same day and said they could ship for $745 and I said no please cancel as I found someone else. They gave me no indication there would be an issue with this request and we seemingly agreeably ended the call. They then proceeded to update my contract from $545 to their new price of $745 I rejected, and apparently "assign" this contract to the same driver who I told them I was using. Their update generated an email notification of the order price change. I replied to the email stating this price was never agreed to and I had asked to cancel, then called them immediately upon which Brandon told me "you signed a contract" and abruptly hung up the phone without explanation when I attempted to reason with him. Further attempted calls and messages were ignored. My signature is time stamped right after the original email quote which I had to click in order to sign in the first place. There was no way for me to sign the $745 quote because I never received an email or method for me to sign to the quote, otherwise the signature date would be 3//18 after they called, I replied to their updated contract price notification email stating I cancelled this and never agreed to the price, yet they still went ahead and charged me and refused to refund me on the basis of their invented documentation. Later when I disputed payment to my bank, Route Runners managed to provide the quote I never agreed to along with my original signature from the $545 quote as a fraudulent contract. They never sent me the originally signed contract as a receipt also which gives them the latitude to commit fraud. They used their system to show this car was delivered by that driver using some generic status indication that they may have requested the driver update, as it was done two weeks after actual delivery, and even though I have signed receipt by the driver showing he delivered on behalf of the other company. I first spoke with the driver he said my vehicle was listed in the central dispatch system twice, which I explained one was cancelled and he should ignore. This is fraud. They shouldn't be able to get away with stealing from customers by using their systems to fraudulently apply customers signatures against update contract terms or prices in order to cause them to render "valid" service. There is no definition of what "assigned" means in their contract and they can apparently charge $145 just for assigning any arbitrary price they make up, even if the driver never accepted, delivers or picks up on their behalf. The driver attests also that he never delivered on behalf of Route Runners, as proven by the receipt he gave me and can provide anyone, but Route Runners is able to create their own documentation to insist they were responsible, even though I was never sent any information providing the driver information or status of delivery from them.
As customer feedback both positive and negative is important to us, we would like to take this opportunity to thank you for taking the time out to leave your review. We would also like to take this opportunity to state that we have helped thousands of clients prior to, and over two thousand clients since we worked with you in March. Anyone that has worked in customer service knows that you can’t make everyone happy, but we have never had a complaint of this type, period. The allegations your making suggest that we regularly commit fraud against our customers, our partner companies and the carriers we work with every day are disappointing, to say the least.
Nevertheless, we would like to try to resolve this issue to the best of our ability. So please reach out to us so we can come to an agreeable solution. Thank you, Management.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The response does not address any of my concerns, request for refund, nor the incident subject to the complaint.
I have called Route Runners on multiple occasions per my complaint. In late June and early July and spoke with Brandon and Robert J. They insisted they had no recollection of my cancellation and said they searched "all" of their emails and found no such emails (Brandon said this in June). Brandon then said to send my documents to their general info email address, which was answered by Rob Jerone. I forwarded the two emails requesting cancellation and the signed receipt I have from the driver they claim to have assigned, showing he delivered on behalf of the broker who assigned him - which I had told them about at the time they requested I accept a higher delivery cost. After speaking with Rob for at least an hour on the phone showing them the emails, I refreshed his memory of the day they called asking to accept a higher price and my reply stating I had another driver already assigned by a broker and asking for cancellation. During that call, Rob sent me the copy of the "contract" for $745 shipment which they provided to the credit card company as proof of contract. I pointed out to him that the contract could not be valid because my signature timestamp showed the time just after the original email quote of $545 and that was the only quote I received that I could sign, therefore proving that they modified my contract without any documented approval of mine. At that point Rob seemed like he was agreeable to give me a refund, but then stated he would but was worried I would still dispute the charge in attempt to defraud the credit card company. I informed him that would be impossible because the credit card company would clearly see the refund. At that point Rob said he was out of time and I had to call him later for some reason. I even called the bank and dialed Rob back on a 3-way call with *** bank to verify they would not be able to dispute a charge after it was refunded - since he did not answer I had the *** representative leave a message. I attempted calling him back, per his request, 3 other times the next week, the one time got an answer and then they hung up when I told them who I was. The next several calls and messages were ignored at which point I resorted to the Revdex.com.
Furthermore, the day after I submitted this Revdex.com complaint, I was bombarded by shipping quotes from dozens of shippers for 3 different vehicles and a container shipment quote request, then another vehicle the next week, which traced back to an IP address in the NYC area. This clearly was a personal retaliation for the submission.
If this company is actually interested in closing this case, they can call me at the number they have on record, or provide me with a specific person to call and time - it is clear from past attempts they have no interest. I have called them a dozen times or so since the incident they do not answer or hang up when I refresh their memory as to who is calling.
I will not be satisfied until a full refund of their $145 fee is made. They never fulfilled assignment of a driver at the original price I was contracted at and I requested cancellation prior to any assignment at the price I originally signed for. Route Runners were not responsible for assigning the driver, Honest Auto Movers was. Both the driver and Honest Auto have this documentation validating this. I have no further communication from Route Runners after the change in contract price they made without my permission, no driver information or delivery information which also validates this.
They must refund their invalid fee charge.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely
From the phone records we have, we attempted to call both you and *** Bank back multiple times to no avail. *** staff required a complaint ID that we were never provided in the one message we could find.
Your unsubstantiated claim that we are retaliating against you is just that, completely fabricated. What we can tell you; you entered your information into the Relocation network on 03//18 at 11:45AM. Its not uncommon for them to recycle customer data and create fictitious transport leads to generate more revenue. Its an unsavory practice, but we get these leads all the time. For the record the Relocation network has a satellite office in the New York City area and is most likely to blame for that as we are more than 30 miles from the city and our IP address would reflect that.
Furthermore, Route Runners Logistics does NOT recognize the Revdex.com’s alleged authority in any matter as they are a private organization that pretends to be a government backed regulatory agency, and, like *** or Consumer Affairs constantly harasses businesses to pay a membership fee in order to show our positive reviews. Which out-weight our negative reviews 100 to 1.
We are only using this platform to reach out to you because your clearly unhappy, we want to fix that, and we can’t seem to get a hold of you by phone.
If you would like to resolve this matter, please respond here on the Revdex.com or to *** with your preferred contact method and availability.
Sincerely,
Management
Awesome service! They kept it real with me from the start. Through the proccess they kept contact via email and phone calls up till the car was delivered to me. Overall Great company! If you want honesty, and punctuality, these are the guys!
Thanks for your feedback! Please let us know if you need us in the future. It was a pleasure serving you.
These guys are great! I use them at least once a month when it comes to shipping my car that I win at auctions. Whether it is Ebay, IAA, or Copart I call Route Runners to get the job done. Andrew and Anthony are both always helpful and tell me useful information on how long it will take with the drivers on each specifics lane of where I won the car. Fast and great, Route RUNNERS!!!!!
Thanks ***, Its always a pleasure when you call in. We appreciate your review and your business.
Hired company to ship my vehicle . 5/*/18 my vehicle was pick up @1030 am easter standard time . Prior to my pick up date I spoke with Dan the broker several times until Monday 5/*/18 when my vehicle was to be delivered. I called to find out around about the time dan stated the driver will call 3 hours before arrival. As the day goes by I call the company Dan the broker gave me. No answer left a message. No return call within 2 hours. As the day ends I've yet to receive a call or email concerning my vehicle. So Tuesday morning I woke up at 5 am to make sure I spoke with dan soon as he arrived ,Dan calmed he called the company who was suppose to deliver my vehicle to notify me the driver was in a accident. Witch I thought was very strange. Wednesday morning still no answer of the whereabouts of my vehicle . After speaking with the account supervisor I told him they can't possibly want the full remaining balance , this is such inconvenience for me . I spoke with the owner of the truck company who was extra rude he state he sent another driver to pick my vehicle up it was somewhere in California. Wow!!! I asked him so give me a date of when I'll be receiving my vehicle he said the end of the week. I said the end of the week could mean Friday Saturday or Sunday. Then he says or maybe next Monday . I told him ( in bad bad word ) if you don't have a destination of my vehicle by Friday 5//18 that I will be filing legal charges. I hug up he called back asking why did I hang up ? I said because he wasn't answering none of my questions . Questions 1&2 How am I'm going to compensated for my inconvenience and what date will my car be here. The owner told me if I don't have his money I won't get my car . I shipped my vehicle for employment and this has cause me to lose pay. I explained to them accidents can happen but as a customer I wasn't notified. Not only Did this cause me distress, now my trust is broken due to lack of communication. No respect or value for a women. As a customer I want a verifiable of the drivers doctors report . I also want my car tested for an accidents while in their care. due to me being the only owner with no accidents and some of funds back of the remainder balance. This is not my first time shipping a vehicle so me trusting a broker was a good experience before I came in counter with this company. I'm very very very unsatisfied as a customer & a WOMEN.
To *** in regards to your complaint, One must understand that accidents do occur unfortunately. The driver got into an accident with his truck (no cars were damaged) and it needed immediate repair in order to continue transportation. After finding out the mechanic was going to take longer (waiting on a part) the driving company sent out another truck to the location to pick up the vehicles that were left in transit. You were in fact notified prior to dropping off your vehicle. The manager of the driving company told you when he believed the car would be delivered depending on when he would get there across the country and he said over the weekend. Things to take notice: 1.) Every time the driver called you for an update you screamed and cursed at him. 2.) You were updated throughout the whole process of this unfortunate event. 3.) Please use spell check so we can better understand what you are trying to say.
The customer service I received definitely stood out from other companies in this industry, they were nice and friendly and made me feel that I had chose a good, reputable company to ship my car. The whole process went smoothly. Also was very glad that the rate that they gave me was locked in and didnt change. Would definitely use again! And recommend this company to friends and family.
Thank you so much for your feedback. We truly appreciate it!
I made a deal with this company threw the internet and by phone to have my car shipped to South Carolina on March 19, 2018. They said the cost was 745.00, which they would charge partly to my card and rest on delivery of the car. On March 17 they told me they had a carrier who would do the job on the 19th and they charged my card 145.00. However on the 19 I spent all day going back and forth with them about how they needed to push the transport to the 20th, that wasn't something I could do because the nineteenth was my move from a house I was renting. I had made all arrangement with my landlord to move out that day. In the end after trying to make it happen all day their suggestion to me was to leave the keys in my car or in a mailbox of the home so they could pick it up on the 20th. I declined because that would be putting my car in an easy position to be stolen, and because it was basically the only choice they were giving me I would just drive the car to South Carolina myself. I asked the last person I talked to on the phone that day if the hundred and forty five dollars would be returned to my card since they provided no service, and he said it should be. So today I contacted them and asked why the money was never returned and their response was that they weren't going to charge me the six hundred left over but the hundred forty five was nonrefundable because I didn't give them a chance to move the car on the 20th. The original deal was made on the 8th of march and they waited all the way to the 17th to secure a carrier and then when the carrier couldn't make the time they say it's my problem because I could move a day for pickup, and I am now out a 145 dollars for not being willing to leave my car at a house that isn't mine with the keys in it.
As per the customers request we secured a carrier for a tentative pickup date of March 19th, 2018. We say tentative date because this is logistics, and all transport is subject to delays of many kinds (weather, traffic, mechanical breakdown, etc). This was conveyed to the the client both verbally and in written contract that there can be delays of up to two day for pick up and delivery. He acknowledged and understood this. They carrier was subject to a delay that pushed his pick up to the following morning (3/20/18). The client requested a cancellation. The transport was cancelled less then 12 hours prior to pick up. The $145.00 in question was provided to the carrier for his time / fuel for driving over 100 miles towards the clients house. We did not delay the scheduling the transport of the clients car. The carrier cant confirm a pick up until 2-3 days prior to the estimated pick up date because of the inevitability of unforeseeable delays. For the record our services are free to set up and free to cancel as long as the client tells us prior to a carrier being dispatched out.
Great company to get your vehicle transported. My vehicle was picked up on time and after I was kept in constant communication until delivery. I recommend this company to anyone who needs there vehicle to be transported.
Awesome at first, but when you let them know you decided to go with another carrier it's like bam, WHAT DID YOU SAY, complete change of scenery and attitude. Wanted to let mark know he is an awesome customer service savvy employee, but his colleague Rob on the other hand is quite the different side of things. When we let him know we decided to go with another company his attitude completely changed and got all defensive. While we didn't ship with this company, they did show the true colors of their business.
Before I went to Route Runners Logistics, I was scammed by another company. The transport of my car was wonderful! Very rapid response when I had questions. Highly recommend. It’s also at a fantastic price. I would recommend Direct Express to anyone looking to ship a vehicle. Great values, great customer service, and peace of mind while your vehicle is in transit.