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Business Profile

Moving Companies

Road Runner Moving

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

This profile includes complaints for Road Runner Moving's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Roadrunner moving did a cross-country move for me between 9/2022 and 3/2023. They delayed delivery by 3 months after committed date, and referred me to CSIPros for deciding on the claim. They also charged me an extra amount to the tune of $800 when they were finally delivering, but since I was without my stuff for many months, I was needing to get my stuff. After spending 6 months on the "investigation", and deciding on the $550 penalty amount, they've basically ghosted me since. Online reviews talk about how they keep changing phone numbers and websites.

    • Initial Complaint

      Date:09/01/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Moving company dropped off my belongings on May 28,2023. Called Roadrunner and spoke to a sales *** May 30th regarding my belongings being broken or missing. Roadrunner advise me to file a complaint with CSI and I get a email stating they wouldn't help ** I'm no longer a open case. I've called 3 times the sales *** ********* and he has been ignoring my calls and voice messages.

    • Initial Complaint

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      August 2022 Roadrunner was contracted by UnitedStates Moving to pack my belongings. I had an agreement with ************* Moving of ***** for a detailed account of what I would be moving. This estimate was for the items ,they came out to give us a quote on. I agreed to this I Had downsized and had no large amounts of furniture to ship, We moved forward with the estimate from ************* Moving. I was contacted by ************ from Roadrunner a few days after my belongings had been packed wanting a larger payment but he stated I had **** cubic feet so he wanted over ****** dollars. This is triple my quote , I didnt understand why this company was contacting us, who they were and why ************* Moving was no longer in the picture, I felt like I had to pay they seemed to be holding our items hostage, our belongings were picked up on August 11th from ******** ** where they remained until July13th when they were finally delivered, each week we called emailed and were told they had left sometimes I would fly to ********to make sure I would be there to help my wife unload only to find out our items never left are still in *********. The expense that this company caused us was outrageous we had to purchase clothes, kitchen items, shoes etc just to live in our home. Now that we finally have our items we went to make our clam the very next day only for the company to say we exceeded the time to do so that the clam was closed as of 6/20 wait! we just got our items the day before we tried to make the clam how can it be closed.? Also when the guys showed up to empty the truck , Not professional company at all two guys with a push cart, it would have taken them until 10 pm or 11 pm to get the truck done they had no ramp and had to hand the boxes to each other to get them off of the truck, If my husband didnt pull his trailer and truck up to help they would have never made it in the heat. I think Roadrunner looked for some cheap labor , it was a hard job for those two.

    • Initial Complaint

      Date:06/25/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We booked Road Runner through Pricing *** Lines for a move from ** to **. Road Runner broke or damaged 95 items, held our belongings for a $4000 last-minute ******, and caused over $9000 of damage. They admitted that they damaged the items and offered us only $165 in compensation! They are rated F by the Better Business Bureau for a reason. The attached document only describes a fraction of the damage that the company caused.

    • Initial Complaint

      Date:03/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      February 25th Roadrunner was contracted by United Best Moving to pack my belongings. I had an agreement with United Best Moving of ***** for a detailed account of what I would be moving. This estimate was for 667 cubic feet. I agreed to this since my belongings had been in a 10x10 storage unit (800cubic feet). I Had downsized a dining table with four Chairs, an elliptical machine, a large computer hutch, yard furniture, a full size bbq, 6 large plastic totes of holiday decor/Xmas tree and I donated miscellaneous items. All this stuff would have accounted for more than 200 cubic feet so I agreed to the estimate with United Best Moving. I was contacted by ************ from Roadrunner the following day after my belongings had been packed wanting payment but he stated I had **** cubic feet so he wanted over ***** dollars. I have since been harassed and threatened by this **************** did not have **** cubic square feet of items. That is two households. Roadrunner is now holding my things hostage. It is March 7th and my belongings are still in *********.

      Business Response

      Date: 05/11/2023

      Dear ******,

      We apologize for any inconvenience you experienced during your move with Roadrunner Moving. After reviewing your complaint, we would like to clarify a few points.

      Firstly, we understand that you were given an estimate of 667 cubic feet by United Best Moving and that Roadrunner Moving contacted you the following day and provided a different estimate of **** cubic feet. We apologize for any confusion caused by this discrepancy in estimates.

      We would like to inform you that our moving professionals are trained to carefully assess the volume of items to be moved and provide an accurate estimate. However, unforeseen circumstances such as additional items or changes in packaging requirements can lead to a change in estimated volume.

      Regarding the issue of harassment and threats, we take this very seriously and would like to assure you that this is not in line with our company policies. We will investigate this matter further and take appropriate disciplinary action if necessary.

      Regarding the current status of your belongings, we apologize for any inconvenience caused by the delay in delivery and we appreciate your feedback.

      Sincerely,

      Roadrunner Moving


    • Initial Complaint

      Date:12/20/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I used Road Runner Moving to move from ********, ** to ******** **. They lost several pieces of my furniture. Their reply was for me to arbitrate with CSIPROS.ORG to remedy this. CSIPROS resolution was that Road Runner owed me $297 for the value/weight of the missing furniture. I sent in all the informaiton to Road Runner Moving. They said they would pay me with the next run of their checks. That was on September 29, 2022. Since then I have not been able to contact Road Runner Moving through email ( I have all my emails filed) or by calling their number ************** request Administrative. Due to the continuing non resolution of this I am now filing a complaint to recover the $297 of missing furniture damages.

    • Initial Complaint

      Date:09/22/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      These criminal entity stole my belongings and my service fees without any *********. I am surprised this criminals are still in business, robbing people of hard earn cash and property. They picked up my belongings from *******, ******* May 13th 2021 supposed to be delivered in **********, ****. Never got my belongings back.This criminals shouldnt be allowed to rip and steal from people.

      Business Response

      Date: 05/11/2023

      Dear *******,

      We are sorry to hear about the negative experience you had with our company, Roadrunner Moving. We understand that you had entrusted us with your belongings and that they were not delivered as expected. We want to assure you that we take such matters very seriously, and we apologize for any inconvenience this may have caused you.

      After investigating your case, we found that your shipment was indeed picked up from *******, *******, on May 13th, 2021, and transported to our storage facility in **********, ****. However, we understand that there was a delay in the delivery of your belongings, and we apologize for any inconvenience this may have caused you.

      We are happy to inform you that your belongings have since been located and successfully delivered to your desired location. We understand the importance of your belongings to you and the stress that such a delay can cause. We regret any inconveniences caused during this process.

      Regarding your claim, we apologize for any delay in processing it and assure you that we are committed to resolving it as soon as possible. We understand the value of your belongings and will do everything in our power to compensate you accordingly.

      Once again, we apologize for any inconvenience this may have caused you and want to assure you that we take these matters seriously. We appreciate your patience and understanding throughout this process. Please do not hesitate to contact us if you have any further questions or concerns.

      Sincerely,

      Roadrunner

    • Initial Complaint

      Date:09/19/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am very displeased with this company. They have broken our signed contract and have no desire to deliver our items. I call their number every single morning, they have no information on when our items will be loaded onto the truck. Our items have been sitting in a warehouse in ********** for 1.5 months now, waiting to be driven across country. We're told that they're waiting to completely fill the truck before shipping the items to ******** first, then to us. This company has not been truthful with us at all throughout this whole process and I am unsure if we will ever get our belongings.

      Business Response

      Date: 05/11/2023

      Dear *****,

      We are sorry to hear about your negative experience with our company. We understand that you have been frustrated with the delay in the delivery of your items and we want to assure you that we take your concerns seriously.

      We would like to inform you that we have successfully delivered your items to the designated location. We apologize for any inconvenience caused during the delay and understand that it can be frustrating to wait for your belongings.

      We would like to assure you that our team works diligently to ensure that our customers' items are transported in a timely and efficient manner. However, in some cases, unforeseen circumstances may arise which could cause delays in the delivery process.

      Once again, we apologize for any inconvenience caused and we appreciate your patience and understanding. If there is anything else we can do to address your concerns, please do not hesitate to contact **.

      Thank you for choosing our services and we hope to have the opportunity to serve you again in the future.

      Sincerely,

      Roadrunner

    • Initial Complaint

      Date:08/23/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We hired this moving company through ******** Knights, and we paid $3,195 for them to move our items. This company seemed sketchy from the initial pickup. Firstly, we were guaranteed pickup within a 2 day window in which they did not meet, nor did they compensate us. We had a flight to catch so we could not delay the pickup. We had to get a friend to meet the movers at our place to pickup the items because we were already on our flight. Despite having documentation of the agreement to pickup items within 2 days, they said they didnt know anything about it. Upon receipt of our items almost every box had damaged, smashed items including our sofa, office desk, and chair. One large box with sentimental items was completely lost. The 2 men who delivered our items were not at all dressed for moving. It was clear they were not professional movers at all, and struggled to even carry boxes inside. Our boxes were clearly just thrown into a truck with other peoples items. The sofa and furniture reaked of cigarette smoke. They told us to file a claim for all of the broken items, and after weeks of disputing, they offered us $90. We finally agreed because we were done fighting with them. Almost 1 year later and we still have not received a dime. I feel completely scammed by this company. We paid 3grand hoping we would have a good company move our items and ended up just throwing away tons of broken class, buying a new office desk, and losing a box full of memories and photos that we can never replace.

      Business Response

      Date: 05/11/2023

      Dear *****,

      We are sorry to hear about the negative experience you had with our company during your recent move. We take all customer feedback very seriously and appreciate you bringing this matter to our attention.

      We understand that you experienced delays and damage to your items during the move, and we sincerely apologize for any inconvenience this may have caused you.

      We have reviewed our records and we see that our claims department has been actively working with you to address your concerns. We understand that there have been delays in the response time from the insurance company, and we apologize for any inconvenience this may have caused. We will continue to work with you and the insurance company to ensure that your claims are processed in a timely and efficient manner.

      Please rest assured that we will do everything in our power to address your concerns and work towards a resolution that meets your satisfaction.

      Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.

      Sincerely,

      Roadrunner

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company Road Runner moving contracted my move the end of May 2022. After the date their license was revoked. It is now 8/10/22 and they have yet to provide me with my goods. They are in effect stolen by my account. Over 9k in cost and over 20k in valuables are gone.

      Business Response

      Date: 05/11/2023

      Dear *****,

      We apologize for any inconvenience or distress that you have experienced during your recent move with Roadrunner. We understand that you have not received your goods and that you were concerned about their whereabouts.

      We would like to clarify that Roadrunner was a licensed and insured moving company at the time of your move and still is.

      We take your concerns very seriously and we are committed to finding resolutions. We have reviewed our records and see that our customer service team has been in contact with you regarding the status of your goods and that they have been delivered. We understand that this has been a frustrating experience and we apologize for any delays in providing you with information.

      We understand the value and importance of your belongings and will do everything we can to ensure that they are returned to you in a safe and timely manner.

      Thank you for bringing this matter to our attention

      Sincerely,

      Roadrunner

    Road Runner Moving is NOT a BBB Accredited Business.

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