We arranged for Roadrunner Auto Transport to transport both our vehicles from [redacted] to [redacted]. After agreeing on price and delivery date of June [redacted], a subcontractor, [redacted], picked up both vehicles on June [redacted]. When my husband called Roadrunner for a delivery time on the [redacted], they could not give him one because they couldn't locate or contact the driver. My husband called back multiple times in the days following and was told the same. Calls to [redacted] were never answered or returned. On June [redacted] the driver texted us to say he would arrive that evening. He did not and did not offer an explanation. He texted again on the [redacted] to say he would arrive after 6 pm. He did not and again did not offer an explanation. On June [redacted] (5 days after contracted delivery date), and after we reported the cars stolen on the [redacted], we received a text from the driver saying he would arrive in an hour. When he brought the cars we found 2 chips in the windshield on one vehicle, with two beer bottles in the back of the same. We don't drink alcohol and they weren't in the vehicle when we turned it over to them for transport. The driver also admitted that he and his brother slept in our vehicle. The stench still remains after detailing the car!
The key he provided for the other vehicle was not the valet key we gave him. He claimed he lost that key and had to make a new one. As it is unlikely he could make a copy of a key he lost, we believe he had our ignition changed. That fact that my original car key no longer starts the car, supports our suspicion. He at no time called us to report the lost key.
Roadrunner Auto Transport sub-contracted our vehicle transport to [redacted], whose employees were completely unprofessional, at best, and illegally altered one of our vehicles. Integrity means nothing to these companies I wouldn't recommend them to anyone!
This is an inquiry for Hawaii Car Transport. This is the RoadRunner Auto Transport Revdex.com page. We would advise you to contact Hawaii Car Transport directly to resolve your claim. Thank You
Revdex.com:
I have reviewed the response made by the business...
in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
First and foremost, NO ONE from Roadrunner has attempted to call me regarding my claim. I have emailed them several times, and all they do is respond by saying that they are DENYING my claim based on the fact that they claim the damage was done elsewhere. By reviewing the attachment to this response I am sending, you will again see on PAGE 2 of the attachment that my vehicle showed NO DAMAGE when taken from Dickinson, Texas on July **, 2015. On PAGE 1 of attachment, you will see that my vehicle was inspected upon arrival into [redacted] on July **, 2015. The report shows CODE 4 - ROOF DAMAGE - DENT IN ROOF. It is VERY CLEAR from this report and the date it was done (7/**/15), that the vehicle obtained this damage while in route from Texas to Florida. The representatives from Roadrunner (PR Car Transport) insist on not covering this damage, claiming that the damage was done on the second leg of the trip, which, of course, would be impossible for them to claim, based on the date of this inspection. All I would like is for Roadrunner to acknowledge the damage by paying out the cost to fix this dent. It is VERY frustrating that they claim in their response to Revdex.com that they have attempted to make this right, when in fact, all they have done is deny my claim FOUR times now via email. Please note that EVEN IF the damage occurred on the second leg of the trip from Florida to Puerto Rico, this does NOT take liability away from Roadrunner, as they are who I contracted to transport my vehicle, but this should be a moot point since again, according to THEIR report, the damage occurred while being transported from Texas to Florida. Roadrunner has treated this case extremely unprofessionally.
Thank you,
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Thank you for reaching out to us about your experience. I will have our customer service manager flag this order for review and we will get back to you within the next 24 hours with the best possible outcome. Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Contacted Hawaii Car Transport via the instructions I received through the email and was greeting by a hostile customer service agent. I do not feel that the complaint was handled in a professional manner and desire no further contact with this company regarding my complaint.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I MADE A RESERVATION WITH THEM TO PICK UP A CAR FOR ME IN [redacted] AND BRING TO [redacted] SEVERAL WEEKS PRIOR TO PICKUP DATE. I ADVISED THEM THAT I WAS GOING TO MAKE A 6-HOUR TRIP TO [redacted] (JUST FOR THIS) TO MEET THEM ON THE DAY OF THE PICKUP. NO ONE EVER SHOWED OR CALLED UP. I ALSO SPOKE WITH 2-OF THEIR LADIES '[redacted]' + '[redacted]' ON THE DAY PRIOR TO PICKUP. THEY ASSURED ME THAT IT WOULD BE ON PRIORITY. MY BOOKING NUMBER WAS [redacted] THAT WAS DONE ON 04/**/2015. THAT IS MORE THAN A MONTH IN ADVANCE.
THESE PEOPLE ARE TOTALLY UN-RELIABLE AND A LADY '[redacted]' CALLED THE FOLLOWING TUESDAY TO SEE IF I STILL NEEDED SERVICE ! WHAT COMPLETE MNS ! I WASTED A 6-HOUR TRIP FOR NOTHING ! 'DO-NOT-TRUST-THESE-PEOPLE !!' [redacted])
I sent an email to Roadrunner Auto Transport asking them assistance in giving me their Revdex.com rating - no reply. Good thing I persisted in seeking the info because it is evident Roadrunner Auto Transport isn't even accredited w/ the Revdex.com.
I called the business as stated on the quote to call a [redacted] direct. [redacted] didn't identify the business nor did he identify his name. I told him my first name, I said I am looking to speak to a [redacted] and his response was, "who am I speaking with?", not, that he is the person whom I am seeking. That right there is a huge red flag for me.
My son had arranged his car transported by another company (Lightning...). That company (Lightning...) didn't pick-up the car so my son cancelled their service; hence, I am seeking another transporter via Roadrunner. I gave [redacted] the Quote#. Evidently he could see that Lightning was contacted previously.
[redacted] then proceeded to tell me that to provide Roadrunner's services the price will be increased because of our previous contact w/ another transporter. I told [redacted] we fired the other party. He wouldn't hear it. Insisted on his ridiculous rationale for his price increase was because Lightning's driver wouldn't allow Roadrunner's driver to take the car.
This shyster takes me for a fool!!! Just moments after I hung up on him he sends me an email stating, "...OUR TRUCKS HAVE EMPTY SPOTS THEY NEED TO FILL ASAP !!"
As per our the signed terms of service we received from you (and require from all our customers) once a driver is dispatched to pick up your vehicle, refunds of our fee are not refundable. The moment a carrier is dispatched, we incur all our costs for...
finding and organizing the transport. Had the cancellation request happened prior to this point, we would be obligated to refund.
It is impossible for damage to be caused "on our end." We do not handle the vehicles at all. We simply facilitate the transport with an insured shipping company; claims must be submitted to the actual shipper. Thank You
I apologize for the inconvenience you have experienced due to the delay in shipment and I am here to assist in anyway I can. I understand you are upset about the delay however as stated earlier all dates and times are tentative, we make this very clear in our terms of service because its very hard to predict unforeseen things from happening. Our customer service manager did reach out to you as requested and $50 refund has been processed for the inconvenience.
Revdex.com:At this time, I have not been contacted by Alaska Car Transport regarding complaint ID [redacted]. It does not surprise me they have not responded. That seems to be there preferred method of dealing with customers once they have...
Review: I have had no return communication, its 5 days past delivery, I don't know where my vehicle is. The company refuses to comply with simple procedure and provide proper information.Desired Settlement: I would like an apology, as well as an adjustment to bill, and I want my vehicle!
Business
Response:
To whom it may concern,I apologize for the delay regarding the shipment of the vehicle. Unfortunately it was out of our control due to the bad weather which caused a delay with our carrier. We were in contact with the customer on 2/**/2015 and 2/**/2015 to advise him of this and he was understanding that the vehicle was delayed because of the weather conditions. We have since confirmed with our carrier that he delivered the vehicle over the weekend.Thank you
Review: On ** May 2015, I applied for a quote to have my vehcile shipped from [redacted], ** to [redacted], ** with a pick up date to be ** May 2015. The quote came back to be 428.00 dollars, I recieved a call on ** May 2015, and they stated there was an issue with there system, and that it would actually cost 645.00 dollars. I agreed to the 645 dollars, and recieved an email to authorize the order. The are was not picked up on the [redacted] nor did they contact me to inform me of any issues. I logged back in and re-authorized the shipment, and they called me to let me know that they were trying to find a driver to get my car. On ** May 2015 I got an email from them and we communicated via email, and they told me the new cost was going to be 795.00 dollars to get my car delivered.
I understand that they have to pay a company to ship the vechile and that the prices will fluctate, but the reason I contacted this company to begin with was they were quoting hundreds of dollars cheaper than any other companys, and after my email conversation I went back to the website and applied for another quote and it again said 428 dollars, but it is obviously going to turn into almost 800 dollars.Desired Settlement: I would like to have them ship my vechile for something close to what they quoted they could get it done for. I accepted the story that there system was flawed, and that it would actually cost 645 dollars, but to not hit the pick up date and then add another 150 dollars it completely unacceptable.
Business
Response:
The prices that are given are estimated prices which is why they are called quotes. This is a shipping industry standard that prices and shipping costs can change seasonally along with carrier rates and increasing gas prices. We apologize for the inconvenience this may have caused but all rates are estimates which again is why it is called a quote until we can confirm the shipment with the customer and the price with the drivers. We unfortunately cannot guarantee pick up dates because of this as well. We once again do apologize.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
You can log into there website at anytime and the estimate does not change for [redacted] to [redacted]. They are baiting people by using low quotes, but they cannot honor their quotes because they are in no way near accruate over 300 dollars off in my case. I recieved a phone call confirming a price and a pick up and niether were kept.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]
Review: I am a sergeant in the Marines and set up to ship my car from [redacted] to [redacted], NY.When the car left California it was in perfect condition and by the time it arrived in New York it came off the truck with a loud boom sound and once I drove it home it was leaking oil all over. I had been trying to reach the Customer Service Department and finally spoke with the one and only person in charge of claims a Nicole who you cannot receive a call back from until you call numerous times and leave about a week's worth of messages and talk to all different employees. I find this to be so frustrating that they will not admit that they were at fault and they should step up and repair the car to working condition. I will let all of my Marines know at [redacted] that I would not recommend them and they are not worthy of our business.Desired Settlement: I feel that I should receive a refund for all the stress and aggravation that shipping my vehicle has caused. I also think I should be refunded for the repairs I have to pay for.
Business
Response:
[redacted], I sincerely apologize for any damage that may have occurred to your vehicle during your transport. I will personally look into this matter for you and determine what coverages you are eligible for. In the meantime, if you could please explain the damage to your vehicle in as much detail as possible (how damage occurred, when damage occurred, what current state of vehicle is) that would help us tremendously in assisting you. I will also have Nicole reach out to you to retrieve this information. Thank you for your patience in letting us attempt to rectify the issues with your booking. Thank You
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because they have stated that I am not entitled to anything and they cannot help me. I asked to speak with a supervisor and they responded there is no one else who can help you. I want a full refund from them and nothing else. I have tried numerous times to reach out to Nicole but she never returned any of my calls. Then I finally spoke with her personally and had told her in depth what had happened to my vehicle and the condition of it. It is now getting an estimate from my mechanic. Maybe the person who responded to this email should reach out to Nicole herself and get filled in.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because there were no leaks when you picked up the car in California. I have a full video of the car being taken off the flatbed in New York and you can hear a loud boom when your guys were taking the car off the truck.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
[redacted],Thank you for providing us with this information. Are you able to send us this video so that we can forward it to the carrier? They are claiming the leaks were pre-existing however if you have proof otherwise it would help us help your case tremendously. If so, please forward it to [redacted] . Thank You
Review: My vehicle that was shipped out here has a number of damages resulting in the car being considered totalled. It was clearly driven by someone else and wrecked on both the front and rear frame of the car. It has been taken to the nearest auto body shop from the port where I was told I had to take the vehicle from otherwise I would pay a storage fee or the car would be shipped back to NJ and I would have to pay for the return shipped amount. I have paid for the car to be shipped here in the amount of $2,395 which I expect full reimbursement as well as the cost of the either the damage or total value of the vehicle.Desired Settlement: The entire cost of the car which is $10,992.93 + shipping cost of $2,395 + 1/2 day of pay from work $160 = $13,547.93
I believe this is a fair amount not considering the value the vehicle had to me. I've spent 6 years taking care of that car to last me a long time and put a lot of money into the vehicle to keep it running in perfect condition as well as some additional cosmetic improvements. This car was worth more than the book value prior to being shipped and now is considered totalled.
Review: Car delivery service in atlanta, ga did not honor contract and deliver to address and person specified on the contract. Driver company called to tell us car was ready, we told him to deliver to the home on the contract when he called since we still were in Hawaii. We knew we would not be in Atlanta for delivery time which was estimated to be ** may 2016. We also received an email from Hawaii Car Transport telling us they had delivery delays and our car would be delivered by ** may. The driver lied to his boss and said we denied delivery. This is a lie, why would we deny delivery when he called us if we had a delivery address on the contract which wasn't our name. And why would they send an email telling us they had delivery delays. This breach of contract made us have to pay for an hotel for a weekend and rent a car to wait for our car. Then on Monday ** May, the driver calls us and says there not going to deliver care and we had to go pick it up, which took 2 hours due to traffic in Atlanta Ga. They said they would reimburse for hotel or rental car because the driver said we denied delivery, which makes no sense and is a lie. There breach of contract caused unnecessary stress and financial debt. All they had to do was deliver to the address on the contract and it would of all worked out.Desired Settlement: and reimbursement for rental car and hotel due to their breach of contract.
Business
Response:
Hello, As per our contract details, dates and times are not guaranteed due to matters outside of our control such as weather, traffic, breakdowns, etc. Our contracts also state that there is a 48 hour window before and after the estimated delivery date. To discuss this matter further please contact our customer service department at ###-###-####. Thank YouHawaii Car Transport Customer Service
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseI reject this response due to the fact there was a delay according to the details of the contract. The driver they contracted to deliver our vehicle ignored their CONTRACT to deliver to the home on the CONTRACT be paid for. The desired delivery address and person was designated in the CONTRACT. He also called us stating he had our car, which showed no delays and we told him to deliver to the address and person in the CONTRACT. And due to his unwillingness to follow this CONTRACT the company speaks of, and what we told him to do, they failed to honor the CONTRACT which cause my family to have to pay for hotels for a weekend and rental car. So if they want to quote tier CONTRACT, then they failed to do what we requested and paid for.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] And [redacted]
Business
Response:
Hello, After internal discussion with the staff members familiar with this booking, we have granted a $250 refund to the customer due to an error by the driver at the delivery end. We sincerely apologize for the inconvenience this transport company has caused, and we have notified you of the refund via email and voicemail. Thank You
Review: I shipped my Toyota Tacoma with Puerto Rico Car Transport from Dickinson, Texas to San Juan, PR in July 2015. The driver who picked up my truck did an inspection report, which shows my vehicle to have had no damage.
My vehicle was shipped to San Juan, PR from Texas, by way of Jacksonville, FL. So, it went Dickinson, TX to Jacksonville, FL, then transferred onto a barge to San Juan, PR.
Once the vehicle arrived into the Port of Jacksonville, another inspection report was performed on my truck, where it shows that there is damage on the hood. It arrived into Jacksonville with a dent on the hood.
When I picked up my vehicle in San Juan, PR, I was given the # of the Claims Department for PR Car Transport, so that I could make a claim regarding this damage.
I called the #, sent in pictures and made the report. I was told by the claims manager that the damage was not caused by PR Car Transport, but by [redacted], which was the company they brokered out to transport the truck from Florida to PR. I was told that I would need to make the report claim with them.
It is VERY OBVIOUS from the reports I have that the vehicle sustained all damages on the first leg of the trip, and regardless of when the damage was made, I did NOT contract [redacted], so I shouldn't have to go through [redacted] for anything.
I have since contacted PR Car Transport, sending them all my reports, and they have once again denied my claim, saying they will not help me, and that if I disagree with their findings, then I would need to go seek help elsewhere.
At this point, I don't know what to do. I have sent them my reports, estimate for damage repair, pics of damage, and they still are not willing to help me.
Thank you,
Hector F. SantiagoDesired Settlement: I would like to be paid for estimated damages based on the estimate I have sent Puerto Rico Car Transport.
Business
Response:
Hi [redacted], Our customer service department has reached out to you in regards to this issue. We will continue doing everything we can to ensure you are satisfied with our service. Thank You
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
First and foremost, NO ONE from Roadrunner has attempted to call me regarding my claim. I have emailed them several times, and all they do is respond by saying that they are DENYING my claim based on the fact that they claim the damage was done elsewhere. By reviewing the attachment to this response I am sending, you will again see on PAGE 2 of the attachment that my vehicle showed NO DAMAGE when taken from Dickinson, Texas on July **, 2015. On PAGE 1 of attachment, you will see that my vehicle was inspected upon arrival into [redacted] on July **, 2015. The report shows CODE 4 - ROOF DAMAGE - DENT IN ROOF. It is VERY CLEAR from this report and the date it was done (7/**/15), that the vehicle obtained this damage while in route from Texas to Florida. The representatives from Roadrunner (PR Car Transport) insist on not covering this damage, claiming that the damage was done on the second leg of the trip, which, of course, would be impossible for them to claim, based on the date of this inspection. All I would like is for Roadrunner to acknowledge the damage by paying out the cost to fix this dent. It is VERY frustrating that they claim in their response to Revdex.com that they have attempted to make this right, when in fact, all they have done is deny my claim FOUR times now via email. Please note that EVEN IF the damage occurred on the second leg of the trip from Florida to Puerto Rico, this does NOT take liability away from Roadrunner, as they are who I contracted to transport my vehicle, but this should be a moot point since again, according to THEIR report, the damage occurred while being transported from Texas to Florida. Roadrunner has treated this case extremely unprofessionally. Thank you, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have already contacted [redacted], and as the inspection report proves, the damage was done on Roadrunner's end. ONCE AGAIN, the damage was done when vehicle was on the first leg of the trip, and the inspection reports prove this. My contract was with Roadrunner/PR Car Transport- NOT with [redacted].
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
It is impossible for damage to be caused "on our end." We do not handle the vehicles at all. We simply facilitate the transport with an insured shipping company; claims must be submitted to the actual shipper. Thank You
Review: In February 2014, I contracted Puerto Rico Car Transport via the internet and phone to transport my 2006 Toyota Corolla from San Juan, PR to Groveland, FL. The car arrived damaged. It has been hit/scraped on the front bumper on passenger side. On the complete bumber in the front it has two big marking from where it was strapped and other dents & scratches. I dealt with [redacted]. ([redacted]),[redacted] & [redacted], [redacted]?. Numerous e-mails & telephone conversations to no avail. I was given the run around by [redacted]. I submitted 16 pgs which included the POV form w/pics; 2 estimates & to have [redacted] inform me that it was [redacted]'s fault. I was told all the info was submitted to them. When communicating with [redacted] regarding status; she informed me that I needed to speak with [redacted]. Which she wouldn't give me the number or person to speak to at [redacted]. I had to figure it out myself. Sent the same info to [redacted] and went through the same problems until I wrote a letter to the president and was answered by [redacted], [redacted] - Corporate Risk. He tried being a mediator between PR Car Transport/V2 Logistics a.k.a Road Runner Auto Transport. This org. has more names & this is what they do in order not to pay out claims! I called & left numerous msgs again to no avail. Called [redacted] who in turn had me sent all the info to [redacted] (once again). And now we are in January 2015 and my claim is not been paid out beause now they blame it on [redacted]! This is completely ridiculous! I don't want millions of dollars, I just want the monies to repair the damages. This company hides behind so many a.k.a's and blames everyone else but themselves in order to cheat consumers of what is due to them!I am unable to upload the paperwork but can sent it via mail. My scanner is not working.Desired Settlement: I request that they settle the claim since it will be over a year next month! [redacted] had stated that they wanted to resolve this ASAP. I guess they do not know what ASAP means!!I just want the lowest estimate which turns out to be Toyota's!This is completely and utterly ridiculous that I as well as I imagine many more go thru this process. This org. is a JOKE!
Consumer
Response:
At this time, I have not been contacted by V2 Logistics Corp. regarding complaint ID [redacted].Sincerely,
Review: We contacted Roadrunner auto transport our car from Denver, Colorado to Wichita, Kansas, Pickup was on 11/*/2014 around 9 pm by JLS Transport. A vehicle condition report was put together by the company at pickup time and signed by the company employee and emailed to us. It was scheduled to be delivered on 11/*/2014 during business hours to our mechanic in Wichita. We left a money order with our mechanic so Roadrunner can be paid. Then we were told by our mechanic that delivery was not going to be during the day but after midnight sometime and our mechanic had worked out with the delivery person to pay him electronically.
We were contacted by the company on the 11/* morning to pick up the car. I went to look at the vehicle at 2:00PM that same Saturday and noticed the whole rear right quarter (fender) is severely dented, the right tail light is completely broken and there is bad damage to the trunk lid. If viewed from the immediate back, it looks like there might have been some frame damage (the vehicle looks a little lobsided). The whole damage looks like there was a collision on the right rear quarter panel, not something light or simple. There were all this commercial white tapes wrapped around the damage apparently put on by the transport company.
Upon discovering the damage, I called [redacted] (the driver for JLS transport - ###-###-####) at 2:34pm and told him about the damages. He said something about pictures and I asked him to send me what he took the night of the pickup. He asked for my email and I provided that to him.
At 3:17pm, I got a call from someone that said he is the [redacted] for JLS transport asking about the situation. I told him all of these and he said he would get the pictures from his computer servers. He also mentioned something about [redacted] not having flash and [redacted]’s pictures were dark and there were more he took later the next morning (I assumed 11/*/2014). I asked for all the pictures, dark or otherwise.
I called him a few more times and he kept telling me he was trying to get the pictures. I emailed him the same pictures attached, to [redacted] when he asked. Later that evening I again emailed him to ask for his promised pictures and got this reply on Sunday - “I need to have our IT dept dig them from our server once they do this I will be able to determine the extent of any damage claims.”
I waited through most of Monday to give him the time to obtain the pictures but when I didn’t hear from him, I tried calling the number I had and the number is not accepting calls ###-###-####. This [redacted] never gave me his name.
I contacted Roadrunner the morning of 11/*/2014 and got in touch with [redacted] the [redacted]. We sent her the pickup condition report and pictures of the damage. After several calls, the claims department stopped answering our calls.
On 11/**/2014, we were told that our claim was denied because we cannot prove that damage to the vehicle was made during the time the vehicle was in the driver's possession.
If the damage was made outside the time of the driver' possession of the vehicle timeframe, then who put the tapes over the damaged trunk?
We had to go through our insurance company to get our car damage resolved and had to pay a huge deductible. The insurance totaled the car and so we had to get another vehicle.Desired Settlement: I would like the company to accept responsibility and apologize for the bad business practice of covering up their mistakes.
I would also like to have a refund of my delivery fee of $584 and also the $1000 deductible I had to pay to my insurance company.
Business
Response:
To Whom it May Concern, We apologize for the inconvenience this may have caused. It is our every intention to ensure that all of our vehicle shipments occur on time and damage free. However for this specific case, we have provided images of the vehicle taken by our driver showingthat the vehicle had clearly been in an accident prior to pickup. The vehicle was shipped as "inoperable" and our contract signed by the customer reflects this. The customer acknowledged to us prior to shipment that the damage to the vehicle had occurred prior to shipment. When our driver picked up the vehicle from the customers son he was informed that the son had gotten into an accident and the vehicle did not run. The vehicle was then delivered to the customer's mechanic of choice. When we deliver vehicles the delivery party is required to complete an inspection report to acknowledge any damage yet this was not done. As per our signed contract by the customer you must provide the inspection report to submit any type of claim. We are an auto transport company, not an insurance company; we do not pay out claims on vehicles that are given to us in extremely questionable condition unless there is proof that we worsened that condition during transport. The damage claim has been denied because no such proof has been provided to us.Please do not hesitate to contact us further for more details or additional assistance in this matter.Thank You RoadRunner Auto Transport Thanks
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The response from the business does not address our complaint because the right front damage referenced in their reply and provided by the picture (Car1.jpg) is NOT our concern and is NOT the reason for the complaint. Our complaint is about the damage caused by the business to the right rear end of the vehicle as can be clearly seen in the picture (Car2.jpg). Additionally, the car is NOT inoperable due to the right front damage as that happened a long time ago, as our daughter (not son as indicated in the business' response), would have clearly known. The reason the car was inoperable is not due to any accident. The reason we had it shipped is so that our local mechanic, that we trust, would fix it to make it operable again. Additionally, the delivery was NOT on time. They had to change the time of delivery from during working hours to after midnight. Therefore, the business' narrative was clearly: (1) avoiding the issue - specifically the damage to the right rear end and (2) false or misinformed statements about conversation with a son I do not have, about an accident that didn't happen.Additionally, it looks like the business didn't take any pictures at the time of pickup as they say they would (because the picture provided in their reply was a picture my daughter had taken at the time of pickup and I sent to the business when I filed the original complaint with them), and the BOL attached (prepared by the driver/pickup person at the time of the pickup and sent to us by the driver/pickup person) does NOT indicate any damage to the right rear and trunk of the car.Allow me to logically guide you through the process:1) Picture Car1.jpg was taken by my daughter before the car was loaded up by the business. It can clearly be seen that the right rear was in perfect condition.2) We were informed by the business that the carrier wrapped up damaged parts with white tape before they start the drive from Denver to Wichita.3) Picture Car2.jpg was taken after it was dropped off at my mechanic.4) In picture Car2.jpg, we can clearly see the extensive damage to the right rear and the trunk of the car.5) We can also see that the damage is under their white tape provided by the carrier.THEREFORE: By any logical reasoning, the damage occurred between (1) and (3). Somewhere between the time my daughter handed the keys over to the truck drivers and the time they wrapped it up, something happened to the right rear and trunk of my vehicle. It CANNOT have happened AFTER it was delivered because it is UNDER their white tapes. It CANNOT happen BEFORE it was delivered because the picture (car1.jpg) shows a perfectly fine right rear. In addition, when we first reported this to the carrier, we were given the run-around about having to "get" their picture from the computer server and it would take them hours. It ended up that they can't produce any pictures at all. I don't mind errors and mistakes, but I cannot tolerate being given the run-around and being lied to. Here is the result I am looking for to this complaint:1) An admission from the vendor of their mistake and take responsibility for their failure2) To acknowledge that they did not meet their goal of damage free and on-time delivery3) A refund of the shipping charges because I agreed to pay for a service done properly, not to damage my car and lied to and given the run-around4) A compensation of $1,000 because I had to file the damages with my insurance and that is the amount of my deductible. If there had been no damage, I wouldn't have had to file with insurance company at all and still have my car that I can fix.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
Unfortunately there is no way to determine that the damage was not pre-existing since there was no inspection report done at the time of delivery. As per our contract that the customer agreed to we cannot submit a claim with out a final inspection report that is signed at the time of delivery. Please see page 2 line 10. of our damage clause. When our driver picked up the vehicle the customers son advised him he was in a car accident and all of the damage that the vehicle had was pre-existing. The driver had to tape the fender because it was unsafe to place on the carrier as there was loose parts. Please see the attached contract page 2 line 4 it states that all loose parts must be secured. At this point in time there is nothing that we can do as the damage was pre-existing and there was no inspection report done at the time of delivery to prove otherwise.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I disagree with the business' response. There are ways to determine that the one (only one specific damage) we are interested in, was NOT pre-existing.1) The picture car1.jpg which was taken at the time of pickup, shows NO damage to the right rear fender (and bumper/trunk).2) The pick-up report that was signed by your driver and my daughter at the time of pickup, does NOT document this level of damage in that area.Between those two items above, we have certainty that the damage to the right rear and trunk can clearly be seen to be all connected in one incident (car2.jpg) AND that happened after the car was picked up. Therefore it is incorrect of the business to claim they are unable to prove it was NOT a pre-existing condition. If their driver had not change the time of delivery as he had originally promised (around 5pm), then it would have been delivered at the time when my mechanic would be there. Because the driver delivered 7 or more hours later than promised, after midnight (how could a business expect someone to be available at pickup after midnight???).I am accusing the business of knowing the damage was their fault and changing the delivery time to ensure that no one would be there. Calling out the fine print in the contract is fine, but that is a sign of a company that had failed to do what they say and is now trying to wiggle out of their responsibility, which is definitely not a company that wants to ensure their customers are satisfied. Selectively pointing out the lack of delivery report and forgetting to point out the PICK-UP report (which was created by the business) shows no such level of damage is irresponsible to say the least.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
We arranged for Roadrunner Auto Transport to transport both our vehicles from [redacted] to [redacted]. After agreeing on price and delivery date of June [redacted], a subcontractor, [redacted], picked up both vehicles on June [redacted]. When my husband called Roadrunner for a delivery time on the [redacted], they could not give him one because they couldn't locate or contact the driver. My husband called back multiple times in the days following and was told the same. Calls to [redacted] were never answered or returned. On June [redacted] the driver texted us to say he would arrive that evening. He did not and did not offer an explanation. He texted again on the [redacted] to say he would arrive after 6 pm. He did not and again did not offer an explanation. On June [redacted] (5 days after contracted delivery date), and after we reported the cars stolen on the [redacted], we received a text from the driver saying he would arrive in an hour. When he brought the cars we found 2 chips in the windshield on one vehicle, with two beer bottles in the back of the same. We don't drink alcohol and they weren't in the vehicle when we turned it over to them for transport. The driver also admitted that he and his brother slept in our vehicle. The stench still remains after detailing the car!
The key he provided for the other vehicle was not the valet key we gave him. He claimed he lost that key and had to make a new one. As it is unlikely he could make a copy of a key he lost, we believe he had our ignition changed. That fact that my original car key no longer starts the car, supports our suspicion. He at no time called us to report the lost key.
Roadrunner Auto Transport sub-contracted our vehicle transport to [redacted], whose employees were completely unprofessional, at best, and illegally altered one of our vehicles. Integrity means nothing to these companies I wouldn't recommend them to anyone!
This is an inquiry for Hawaii Car Transport. This is the RoadRunner Auto Transport Revdex.com page. We would advise you to contact Hawaii Car Transport directly to resolve your claim. Thank You
Revdex.com:
I have reviewed the response made by the business...
in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
First and foremost, NO ONE from Roadrunner has attempted to call me regarding my claim. I have emailed them several times, and all they do is respond by saying that they are DENYING my claim based on the fact that they claim the damage was done elsewhere. By reviewing the attachment to this response I am sending, you will again see on PAGE 2 of the attachment that my vehicle showed NO DAMAGE when taken from Dickinson, Texas on July **, 2015. On PAGE 1 of attachment, you will see that my vehicle was inspected upon arrival into [redacted] on July **, 2015. The report shows CODE 4 - ROOF DAMAGE - DENT IN ROOF. It is VERY CLEAR from this report and the date it was done (7/**/15), that the vehicle obtained this damage while in route from Texas to Florida. The representatives from Roadrunner (PR Car Transport) insist on not covering this damage, claiming that the damage was done on the second leg of the trip, which, of course, would be impossible for them to claim, based on the date of this inspection. All I would like is for Roadrunner to acknowledge the damage by paying out the cost to fix this dent. It is VERY frustrating that they claim in their response to Revdex.com that they have attempted to make this right, when in fact, all they have done is deny my claim FOUR times now via email. Please note that EVEN IF the damage occurred on the second leg of the trip from Florida to Puerto Rico, this does NOT take liability away from Roadrunner, as they are who I contracted to transport my vehicle, but this should be a moot point since again, according to THEIR report, the damage occurred while being transported from Texas to Florida. Roadrunner has treated this case extremely unprofessionally.
Thank you,
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Hi [redacted],
Thank you for reaching out to us about your experience. I will have our customer service manager flag this order for review and we will get back to you within the next 24 hours with the best possible outcome. Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Contacted Hawaii Car Transport via the instructions I received through the email and was greeting by a hostile customer service agent. I do not feel that the complaint was handled in a professional manner and desire no further contact with this company regarding my complaint.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[I asked for a refund of 250 dollars, and they said they will look into the situation. Nothing really has changed.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I MADE A RESERVATION WITH THEM TO PICK UP A CAR FOR ME IN [redacted] AND BRING TO [redacted] SEVERAL WEEKS PRIOR TO PICKUP DATE. I ADVISED THEM THAT I WAS GOING TO MAKE A 6-HOUR TRIP TO [redacted] (JUST FOR THIS) TO MEET THEM ON THE DAY OF THE PICKUP. NO ONE EVER SHOWED OR CALLED UP. I ALSO SPOKE WITH 2-OF THEIR LADIES '[redacted]' + '[redacted]' ON THE DAY PRIOR TO PICKUP. THEY ASSURED ME THAT IT WOULD BE ON PRIORITY. MY BOOKING NUMBER WAS [redacted] THAT WAS DONE ON 04/**/2015. THAT IS MORE THAN A MONTH IN ADVANCE.
NS ! I WASTED A 6-HOUR TRIP FOR NOTHING ! 'DO-NOT-TRUST-THESE-PEOPLE !!' [redacted])
THESE PEOPLE ARE TOTALLY UN-RELIABLE AND A LADY '[redacted]' CALLED THE FOLLOWING TUESDAY TO SEE IF I STILL NEEDED SERVICE ! WHAT COMPLETE M
I sent an email to Roadrunner Auto Transport asking them assistance in giving me their Revdex.com rating - no reply. Good thing I persisted in seeking the info because it is evident Roadrunner Auto Transport isn't even accredited w/ the Revdex.com.
I called the business as stated on the quote to call a [redacted] direct. [redacted] didn't identify the business nor did he identify his name. I told him my first name, I said I am looking to speak to a [redacted] and his response was, "who am I speaking with?", not, that he is the person whom I am seeking. That right there is a huge red flag for me.
My son had arranged his car transported by another company (Lightning...). That company (Lightning...) didn't pick-up the car so my son cancelled their service; hence, I am seeking another transporter via Roadrunner. I gave [redacted] the Quote#. Evidently he could see that Lightning was contacted previously.
[redacted] then proceeded to tell me that to provide Roadrunner's services the price will be increased because of our previous contact w/ another transporter. I told [redacted] we fired the other party. He wouldn't hear it. Insisted on his ridiculous rationale for his price increase was because Lightning's driver wouldn't allow Roadrunner's driver to take the car.
This shyster takes me for a fool!!! Just moments after I hung up on him he sends me an email stating, "...OUR TRUCKS HAVE EMPTY SPOTS THEY NEED TO FILL ASAP !!"
Hi [redacted],
As per our the signed terms of service we received from you (and require from all our customers) once a driver is dispatched to pick up your vehicle, refunds of our fee are not refundable. The moment a carrier is dispatched, we incur all our costs for...
finding and organizing the transport. Had the cancellation request happened prior to this point, we would be obligated to refund.
Thank You
It is impossible for damage to be caused "on our end." We do not handle the vehicles at all. We simply facilitate the transport with an insured shipping company; claims must be submitted to the actual shipper. Thank You
Goof Afternoon,
I apologize for the inconvenience you have experienced due to the delay in shipment and I am here to assist in anyway I can. I understand you are upset about the delay however as stated earlier all dates and times are tentative, we make this very clear in our terms of service because its very hard to predict unforeseen things from happening. Our customer service manager did reach out to you as requested and $50 refund has been processed for the inconvenience.
Thank you!
Revdex.com:At this time, I have not been contacted by Alaska Car Transport regarding complaint ID [redacted]. It does not surprise me they have not responded. That seems to be there preferred method of dealing with customers once they have...
taken their money. Sincerely,[redacted]
Review: I have had no return communication, its 5 days past delivery, I don't know where my vehicle is. The company refuses to comply with simple procedure and provide proper information.Desired Settlement: I would like an apology, as well as an adjustment to bill, and I want my vehicle!
Business
Response:
To whom it may concern,I apologize for the delay regarding the shipment of the vehicle. Unfortunately it was out of our control due to the bad weather which caused a delay with our carrier. We were in contact with the customer on 2/**/2015 and 2/**/2015 to advise him of this and he was understanding that the vehicle was delayed because of the weather conditions. We have since confirmed with our carrier that he delivered the vehicle over the weekend.Thank you
Review: On ** May 2015, I applied for a quote to have my vehcile shipped from [redacted], ** to [redacted], ** with a pick up date to be ** May 2015. The quote came back to be 428.00 dollars, I recieved a call on ** May 2015, and they stated there was an issue with there system, and that it would actually cost 645.00 dollars. I agreed to the 645 dollars, and recieved an email to authorize the order. The are was not picked up on the [redacted] nor did they contact me to inform me of any issues. I logged back in and re-authorized the shipment, and they called me to let me know that they were trying to find a driver to get my car. On ** May 2015 I got an email from them and we communicated via email, and they told me the new cost was going to be 795.00 dollars to get my car delivered.
I understand that they have to pay a company to ship the vechile and that the prices will fluctate, but the reason I contacted this company to begin with was they were quoting hundreds of dollars cheaper than any other companys, and after my email conversation I went back to the website and applied for another quote and it again said 428 dollars, but it is obviously going to turn into almost 800 dollars.Desired Settlement: I would like to have them ship my vechile for something close to what they quoted they could get it done for. I accepted the story that there system was flawed, and that it would actually cost 645 dollars, but to not hit the pick up date and then add another 150 dollars it completely unacceptable.
Business
Response:
The prices that are given are estimated prices which is why they are called quotes. This is a shipping industry standard that prices and shipping costs can change seasonally along with carrier rates and increasing gas prices. We apologize for the inconvenience this may have caused but all rates are estimates which again is why it is called a quote until we can confirm the shipment with the customer and the price with the drivers. We unfortunately cannot guarantee pick up dates because of this as well. We once again do apologize.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
You can log into there website at anytime and the estimate does not change for [redacted] to [redacted]. They are baiting people by using low quotes, but they cannot honor their quotes because they are in no way near accruate over 300 dollars off in my case. I recieved a phone call confirming a price and a pick up and niether were kept.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]
Review: I am a sergeant in the Marines and set up to ship my car from [redacted] to [redacted], NY.When the car left California it was in perfect condition and by the time it arrived in New York it came off the truck with a loud boom sound and once I drove it home it was leaking oil all over. I had been trying to reach the Customer Service Department and finally spoke with the one and only person in charge of claims a Nicole who you cannot receive a call back from until you call numerous times and leave about a week's worth of messages and talk to all different employees. I find this to be so frustrating that they will not admit that they were at fault and they should step up and repair the car to working condition. I will let all of my Marines know at [redacted] that I would not recommend them and they are not worthy of our business.Desired Settlement: I feel that I should receive a refund for all the stress and aggravation that shipping my vehicle has caused. I also think I should be refunded for the repairs I have to pay for.
Business
Response:
[redacted], I sincerely apologize for any damage that may have occurred to your vehicle during your transport. I will personally look into this matter for you and determine what coverages you are eligible for. In the meantime, if you could please explain the damage to your vehicle in as much detail as possible (how damage occurred, when damage occurred, what current state of vehicle is) that would help us tremendously in assisting you. I will also have Nicole reach out to you to retrieve this information. Thank you for your patience in letting us attempt to rectify the issues with your booking. Thank You
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because they have stated that I am not entitled to anything and they cannot help me. I asked to speak with a supervisor and they responded there is no one else who can help you. I want a full refund from them and nothing else. I have tried numerous times to reach out to Nicole but she never returned any of my calls. Then I finally spoke with her personally and had told her in depth what had happened to my vehicle and the condition of it. It is now getting an estimate from my mechanic. Maybe the person who responded to this email should reach out to Nicole herself and get filled in.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because there were no leaks when you picked up the car in California. I have a full video of the car being taken off the flatbed in New York and you can hear a loud boom when your guys were taking the car off the truck.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
[redacted],Thank you for providing us with this information. Are you able to send us this video so that we can forward it to the carrier? They are claiming the leaks were pre-existing however if you have proof otherwise it would help us help your case tremendously. If so, please forward it to [redacted] . Thank You
Review: My vehicle that was shipped out here has a number of damages resulting in the car being considered totalled. It was clearly driven by someone else and wrecked on both the front and rear frame of the car. It has been taken to the nearest auto body shop from the port where I was told I had to take the vehicle from otherwise I would pay a storage fee or the car would be shipped back to NJ and I would have to pay for the return shipped amount. I have paid for the car to be shipped here in the amount of $2,395 which I expect full reimbursement as well as the cost of the either the damage or total value of the vehicle.Desired Settlement: The entire cost of the car which is $10,992.93 + shipping cost of $2,395 + 1/2 day of pay from work $160 = $13,547.93
I believe this is a fair amount not considering the value the vehicle had to me. I've spent 6 years taking care of that car to last me a long time and put a lot of money into the vehicle to keep it running in perfect condition as well as some additional cosmetic improvements. This car was worth more than the book value prior to being shipped and now is considered totalled.
Review: Car delivery service in atlanta, ga did not honor contract and deliver to address and person specified on the contract. Driver company called to tell us car was ready, we told him to deliver to the home on the contract when he called since we still were in Hawaii. We knew we would not be in Atlanta for delivery time which was estimated to be ** may 2016. We also received an email from Hawaii Car Transport telling us they had delivery delays and our car would be delivered by ** may. The driver lied to his boss and said we denied delivery. This is a lie, why would we deny delivery when he called us if we had a delivery address on the contract which wasn't our name. And why would they send an email telling us they had delivery delays. This breach of contract made us have to pay for an hotel for a weekend and rent a car to wait for our car. Then on Monday ** May, the driver calls us and says there not going to deliver care and we had to go pick it up, which took 2 hours due to traffic in Atlanta Ga. They said they would reimburse for hotel or rental car because the driver said we denied delivery, which makes no sense and is a lie. There breach of contract caused unnecessary stress and financial debt. All they had to do was deliver to the address on the contract and it would of all worked out.Desired Settlement: and reimbursement for rental car and hotel due to their breach of contract.
Business
Response:
Hello, As per our contract details, dates and times are not guaranteed due to matters outside of our control such as weather, traffic, breakdowns, etc. Our contracts also state that there is a 48 hour window before and after the estimated delivery date. To discuss this matter further please contact our customer service department at ###-###-####. Thank YouHawaii Car Transport Customer Service
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseI reject this response due to the fact there was a delay according to the details of the contract. The driver they contracted to deliver our vehicle ignored their CONTRACT to deliver to the home on the CONTRACT be paid for. The desired delivery address and person was designated in the CONTRACT. He also called us stating he had our car, which showed no delays and we told him to deliver to the address and person in the CONTRACT. And due to his unwillingness to follow this CONTRACT the company speaks of, and what we told him to do, they failed to honor the CONTRACT which cause my family to have to pay for hotels for a weekend and rental car. So if they want to quote tier CONTRACT, then they failed to do what we requested and paid for.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] And [redacted]
Business
Response:
Hello, After internal discussion with the staff members familiar with this booking, we have granted a $250 refund to the customer due to an error by the driver at the delivery end. We sincerely apologize for the inconvenience this transport company has caused, and we have notified you of the refund via email and voicemail. Thank You
Review: I shipped my Toyota Tacoma with Puerto Rico Car Transport from Dickinson, Texas to San Juan, PR in July 2015. The driver who picked up my truck did an inspection report, which shows my vehicle to have had no damage.
My vehicle was shipped to San Juan, PR from Texas, by way of Jacksonville, FL. So, it went Dickinson, TX to Jacksonville, FL, then transferred onto a barge to San Juan, PR.
Once the vehicle arrived into the Port of Jacksonville, another inspection report was performed on my truck, where it shows that there is damage on the hood. It arrived into Jacksonville with a dent on the hood.
When I picked up my vehicle in San Juan, PR, I was given the # of the Claims Department for PR Car Transport, so that I could make a claim regarding this damage.
I called the #, sent in pictures and made the report. I was told by the claims manager that the damage was not caused by PR Car Transport, but by [redacted], which was the company they brokered out to transport the truck from Florida to PR. I was told that I would need to make the report claim with them.
It is VERY OBVIOUS from the reports I have that the vehicle sustained all damages on the first leg of the trip, and regardless of when the damage was made, I did NOT contract [redacted], so I shouldn't have to go through [redacted] for anything.
I have since contacted PR Car Transport, sending them all my reports, and they have once again denied my claim, saying they will not help me, and that if I disagree with their findings, then I would need to go seek help elsewhere.
At this point, I don't know what to do. I have sent them my reports, estimate for damage repair, pics of damage, and they still are not willing to help me.
Thank you,
Hector F. SantiagoDesired Settlement: I would like to be paid for estimated damages based on the estimate I have sent Puerto Rico Car Transport.
Business
Response:
Hi [redacted], Our customer service department has reached out to you in regards to this issue. We will continue doing everything we can to ensure you are satisfied with our service. Thank You
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
First and foremost, NO ONE from Roadrunner has attempted to call me regarding my claim. I have emailed them several times, and all they do is respond by saying that they are DENYING my claim based on the fact that they claim the damage was done elsewhere. By reviewing the attachment to this response I am sending, you will again see on PAGE 2 of the attachment that my vehicle showed NO DAMAGE when taken from Dickinson, Texas on July **, 2015. On PAGE 1 of attachment, you will see that my vehicle was inspected upon arrival into [redacted] on July **, 2015. The report shows CODE 4 - ROOF DAMAGE - DENT IN ROOF. It is VERY CLEAR from this report and the date it was done (7/**/15), that the vehicle obtained this damage while in route from Texas to Florida. The representatives from Roadrunner (PR Car Transport) insist on not covering this damage, claiming that the damage was done on the second leg of the trip, which, of course, would be impossible for them to claim, based on the date of this inspection. All I would like is for Roadrunner to acknowledge the damage by paying out the cost to fix this dent. It is VERY frustrating that they claim in their response to Revdex.com that they have attempted to make this right, when in fact, all they have done is deny my claim FOUR times now via email. Please note that EVEN IF the damage occurred on the second leg of the trip from Florida to Puerto Rico, this does NOT take liability away from Roadrunner, as they are who I contracted to transport my vehicle, but this should be a moot point since again, according to THEIR report, the damage occurred while being transported from Texas to Florida. Roadrunner has treated this case extremely unprofessionally. Thank you, [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have already contacted [redacted], and as the inspection report proves, the damage was done on Roadrunner's end. ONCE AGAIN, the damage was done when vehicle was on the first leg of the trip, and the inspection reports prove this. My contract was with Roadrunner/PR Car Transport- NOT with [redacted].
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
It is impossible for damage to be caused "on our end." We do not handle the vehicles at all. We simply facilitate the transport with an insured shipping company; claims must be submitted to the actual shipper. Thank You
Review: In February 2014, I contracted Puerto Rico Car Transport via the internet and phone to transport my 2006 Toyota Corolla from San Juan, PR to Groveland, FL. The car arrived damaged. It has been hit/scraped on the front bumper on passenger side. On the complete bumber in the front it has two big marking from where it was strapped and other dents & scratches. I dealt with [redacted]. ([redacted]),[redacted] & [redacted], [redacted]?. Numerous e-mails & telephone conversations to no avail. I was given the run around by [redacted]. I submitted 16 pgs which included the POV form w/pics; 2 estimates & to have [redacted] inform me that it was [redacted]'s fault. I was told all the info was submitted to them. When communicating with [redacted] regarding status; she informed me that I needed to speak with [redacted]. Which she wouldn't give me the number or person to speak to at [redacted]. I had to figure it out myself. Sent the same info to [redacted] and went through the same problems until I wrote a letter to the president and was answered by [redacted], [redacted] - Corporate Risk. He tried being a mediator between PR Car Transport/V2 Logistics a.k.a Road Runner Auto Transport. This org. has more names & this is what they do in order not to pay out claims! I called & left numerous msgs again to no avail. Called [redacted] who in turn had me sent all the info to [redacted] (once again). And now we are in January 2015 and my claim is not been paid out beause now they blame it on [redacted]! This is completely ridiculous! I don't want millions of dollars, I just want the monies to repair the damages. This company hides behind so many a.k.a's and blames everyone else but themselves in order to cheat consumers of what is due to them!I am unable to upload the paperwork but can sent it via mail. My scanner is not working.Desired Settlement: I request that they settle the claim since it will be over a year next month! [redacted] had stated that they wanted to resolve this ASAP. I guess they do not know what ASAP means!!I just want the lowest estimate which turns out to be Toyota's!This is completely and utterly ridiculous that I as well as I imagine many more go thru this process. This org. is a JOKE!
Consumer
Response:
At this time, I have not been contacted by V2 Logistics Corp. regarding complaint ID [redacted].Sincerely,
Review: We contacted Roadrunner auto transport our car from Denver, Colorado to Wichita, Kansas, Pickup was on 11/*/2014 around 9 pm by JLS Transport. A vehicle condition report was put together by the company at pickup time and signed by the company employee and emailed to us. It was scheduled to be delivered on 11/*/2014 during business hours to our mechanic in Wichita. We left a money order with our mechanic so Roadrunner can be paid. Then we were told by our mechanic that delivery was not going to be during the day but after midnight sometime and our mechanic had worked out with the delivery person to pay him electronically.
We were contacted by the company on the 11/* morning to pick up the car. I went to look at the vehicle at 2:00PM that same Saturday and noticed the whole rear right quarter (fender) is severely dented, the right tail light is completely broken and there is bad damage to the trunk lid. If viewed from the immediate back, it looks like there might have been some frame damage (the vehicle looks a little lobsided). The whole damage looks like there was a collision on the right rear quarter panel, not something light or simple. There were all this commercial white tapes wrapped around the damage apparently put on by the transport company.
Upon discovering the damage, I called [redacted] (the driver for JLS transport - ###-###-####) at 2:34pm and told him about the damages. He said something about pictures and I asked him to send me what he took the night of the pickup. He asked for my email and I provided that to him.
At 3:17pm, I got a call from someone that said he is the [redacted] for JLS transport asking about the situation. I told him all of these and he said he would get the pictures from his computer servers. He also mentioned something about [redacted] not having flash and [redacted]’s pictures were dark and there were more he took later the next morning (I assumed 11/*/2014). I asked for all the pictures, dark or otherwise.
I called him a few more times and he kept telling me he was trying to get the pictures. I emailed him the same pictures attached, to [redacted] when he asked. Later that evening I again emailed him to ask for his promised pictures and got this reply on Sunday - “I need to have our IT dept dig them from our server once they do this I will be able to determine the extent of any damage claims.”
I waited through most of Monday to give him the time to obtain the pictures but when I didn’t hear from him, I tried calling the number I had and the number is not accepting calls ###-###-####. This [redacted] never gave me his name.
I contacted Roadrunner the morning of 11/*/2014 and got in touch with [redacted] the [redacted]. We sent her the pickup condition report and pictures of the damage. After several calls, the claims department stopped answering our calls.
On 11/**/2014, we were told that our claim was denied because we cannot prove that damage to the vehicle was made during the time the vehicle was in the driver's possession.
If the damage was made outside the time of the driver' possession of the vehicle timeframe, then who put the tapes over the damaged trunk?
We had to go through our insurance company to get our car damage resolved and had to pay a huge deductible. The insurance totaled the car and so we had to get another vehicle.Desired Settlement: I would like the company to accept responsibility and apologize for the bad business practice of covering up their mistakes.
I would also like to have a refund of my delivery fee of $584 and also the $1000 deductible I had to pay to my insurance company.
Business
Response:
To Whom it May Concern, We apologize for the inconvenience this may have caused. It is our every intention to ensure that all of our vehicle shipments occur on time and damage free. However for this specific case, we have provided images of the vehicle taken by our driver showingthat the vehicle had clearly been in an accident prior to pickup. The vehicle was shipped as "inoperable" and our contract signed by the customer reflects this. The customer acknowledged to us prior to shipment that the damage to the vehicle had occurred prior to shipment. When our driver picked up the vehicle from the customers son he was informed that the son had gotten into an accident and the vehicle did not run. The vehicle was then delivered to the customer's mechanic of choice. When we deliver vehicles the delivery party is required to complete an inspection report to acknowledge any damage yet this was not done. As per our signed contract by the customer you must provide the inspection report to submit any type of claim. We are an auto transport company, not an insurance company; we do not pay out claims on vehicles that are given to us in extremely questionable condition unless there is proof that we worsened that condition during transport. The damage claim has been denied because no such proof has been provided to us.Please do not hesitate to contact us further for more details or additional assistance in this matter.Thank You RoadRunner Auto Transport Thanks
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The response from the business does not address our complaint because the right front damage referenced in their reply and provided by the picture (Car1.jpg) is NOT our concern and is NOT the reason for the complaint. Our complaint is about the damage caused by the business to the right rear end of the vehicle as can be clearly seen in the picture (Car2.jpg). Additionally, the car is NOT inoperable due to the right front damage as that happened a long time ago, as our daughter (not son as indicated in the business' response), would have clearly known. The reason the car was inoperable is not due to any accident. The reason we had it shipped is so that our local mechanic, that we trust, would fix it to make it operable again. Additionally, the delivery was NOT on time. They had to change the time of delivery from during working hours to after midnight. Therefore, the business' narrative was clearly: (1) avoiding the issue - specifically the damage to the right rear end and (2) false or misinformed statements about conversation with a son I do not have, about an accident that didn't happen.Additionally, it looks like the business didn't take any pictures at the time of pickup as they say they would (because the picture provided in their reply was a picture my daughter had taken at the time of pickup and I sent to the business when I filed the original complaint with them), and the BOL attached (prepared by the driver/pickup person at the time of the pickup and sent to us by the driver/pickup person) does NOT indicate any damage to the right rear and trunk of the car.Allow me to logically guide you through the process:1) Picture Car1.jpg was taken by my daughter before the car was loaded up by the business. It can clearly be seen that the right rear was in perfect condition.2) We were informed by the business that the carrier wrapped up damaged parts with white tape before they start the drive from Denver to Wichita.3) Picture Car2.jpg was taken after it was dropped off at my mechanic.4) In picture Car2.jpg, we can clearly see the extensive damage to the right rear and the trunk of the car.5) We can also see that the damage is under their white tape provided by the carrier.THEREFORE: By any logical reasoning, the damage occurred between (1) and (3). Somewhere between the time my daughter handed the keys over to the truck drivers and the time they wrapped it up, something happened to the right rear and trunk of my vehicle. It CANNOT have happened AFTER it was delivered because it is UNDER their white tapes. It CANNOT happen BEFORE it was delivered because the picture (car1.jpg) shows a perfectly fine right rear. In addition, when we first reported this to the carrier, we were given the run-around about having to "get" their picture from the computer server and it would take them hours. It ended up that they can't produce any pictures at all. I don't mind errors and mistakes, but I cannot tolerate being given the run-around and being lied to. Here is the result I am looking for to this complaint:1) An admission from the vendor of their mistake and take responsibility for their failure2) To acknowledge that they did not meet their goal of damage free and on-time delivery3) A refund of the shipping charges because I agreed to pay for a service done properly, not to damage my car and lied to and given the run-around4) A compensation of $1,000 because I had to file the damages with my insurance and that is the amount of my deductible. If there had been no damage, I wouldn't have had to file with insurance company at all and still have my car that I can fix.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Business
Response:
Unfortunately there is no way to determine that the damage was not pre-existing since there was no inspection report done at the time of delivery. As per our contract that the customer agreed to we cannot submit a claim with out a final inspection report that is signed at the time of delivery. Please see page 2 line 10. of our damage clause. When our driver picked up the vehicle the customers son advised him he was in a car accident and all of the damage that the vehicle had was pre-existing. The driver had to tape the fender because it was unsafe to place on the carrier as there was loose parts. Please see the attached contract page 2 line 4 it states that all loose parts must be secured. At this point in time there is nothing that we can do as the damage was pre-existing and there was no inspection report done at the time of delivery to prove otherwise.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I disagree with the business' response. There are ways to determine that the one (only one specific damage) we are interested in, was NOT pre-existing.1) The picture car1.jpg which was taken at the time of pickup, shows NO damage to the right rear fender (and bumper/trunk).2) The pick-up report that was signed by your driver and my daughter at the time of pickup, does NOT document this level of damage in that area.Between those two items above, we have certainty that the damage to the right rear and trunk can clearly be seen to be all connected in one incident (car2.jpg) AND that happened after the car was picked up. Therefore it is incorrect of the business to claim they are unable to prove it was NOT a pre-existing condition. If their driver had not change the time of delivery as he had originally promised (around 5pm), then it would have been delivered at the time when my mechanic would be there. Because the driver delivered 7 or more hours later than promised, after midnight (how could a business expect someone to be available at pickup after midnight???).I am accusing the business of knowing the damage was their fault and changing the delivery time to ensure that no one would be there. Calling out the fine print in the contract is fine, but that is a sign of a company that had failed to do what they say and is now trying to wiggle out of their responsibility, which is definitely not a company that wants to ensure their customers are satisfied. Selectively pointing out the lack of delivery report and forgetting to point out the PICK-UP report (which was created by the business) shows no such level of damage is irresponsible to say the least.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,