ComplaintsforRoadie

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sincerely hate to have to contact *** in this manner about one of its subsidiary companies. The company is called Roadie and it has an "F" BBB rating. I am not sure why a company such as *** would acquire a company with such a negative reputation. I did attempt to contact *** corporate offices but each time I was connected I reached someone that could not understand the English language sufficiently to even begin to resolve the problem. I have repeatedly, over several months, contacted Roadie and have been unable to resolve the issue with my license not scanning. I have repeatedly emailed and texted my license to ********************** and they have not corrected the problem. This has cost me hundreds in potential income and had repeatedly delayed the delivery of medications to patients in care facilities. I have no other place to reach out to resolve the problem other than the parent company. I have attached a copy of my license so that the problem can be resolved by the parent company, *** since the subsidiary does not seem to wish to correct the issue. This has been very clear to me and should be to the rest of the corporate world since Roadie has done nothing to clean up its reputation with the BBB. They also should not be using a phone support system that simply times out and hangs up on gig workers with immediate problems with active gigs.

  Business response

  01/19/2022

  Thank you for contacting us. Our goal is to provide superior service to each of our customers.  When we fail to meet that commitment, it is a matter of serious concern to us. Referred customer back to ********************** at my.roadie.com to resolve this issue they're having with Roadie. 

  Customer response

  01/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 4th 2021, I scheduled a gig with Roadie *** to deliver a 2 Tiered Cake for a Large party. My cake was not delivered. The cake order was $202 ($162 for the cake and $40 for the delivery fee which went straight to Roadie ***). I run a small online bakery and made a custom cake for a very large party that ended up having their cake stolen. Instead of reimbursing me, Roadie *** decided to be evasive and block my social accounts after spending 10 days trying to receive help. In this time, I have lost a client, my product, and my income. This is my hard work that they haven't reimbursed me for. I provided them with the information that they asked and instead of reimbursing me fully, they argue with me over proportions and discredit my work. It is now December 14th and after making a public post about the poor service, they have offered me a $114 reimbursement but only if I sign a document that states the following:"Claimant shall not make, in any capacity or manner, any communication or other statement of any kind that might reasonably be construed to be derogatory, critical of, or negative toward Roadie ***. or any Roadie Release."This is unacceptable and highly unprofessional.

  Business response

  12/16/2021

  Hi there -

  Were sorry your experience didnt go as planned.

   

  We have offered a refund based on the receipts provided for the costs involved in creating your product.  Since you have refused to sign the standard claim release form, we cannot release payment. For additional details, please contact us by emailing ********************************************************.
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The tv was broken when it showed up at my houseI filed the Claim 10/18/21 I been calling and they keep saying someone is working on my claim but they don't have a date or Any resolution for me I DM ceo he never responded

  Business response

  12/01/2021

  Hi there -
  
  We're sorry your experience didn't go as planned. We've already alerted our Account Manager to alert Best Buy about your claim request and to communicate with you directly to get this resolved. If we can assist further, please contact us by emailing *********************************

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivery driver steals package and is caught on camera. Roadie refuses to help and pushes me back to the vendor they were servicing for. The driver took the package, placed it in front of the apartment, took a picture and marked it as delivered. He then proceeded to take the package and return to his vehicle before driving off. Security camera footage is pending.

  Business response

  11/24/2021

  Hi there - We're sorry your experience didn't go as planned. We've already deactivated the driver. Our ************** team have also reached out to you via email with more details.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I booked a gig using Roadie on 05/27/21 and paid $168.51 plus a $10 tip to have a Vanity delivered from a store in ************ ** to ******* **. I scheduled the delivery to be on 05/30/21. When the courier was at the store picking up they called and texted me to make sure they were in the right area and to see if I knew where exactly the store was. He eventually picked up the item and I sent a text asking when he expected to deliver it to which he never replied back. I received a message from Roadie the following day stating the item was delivered which I found odd seeing as to the fact that I did not have the item and it was scheduled to arrive on Sunday. I also received a survey email on Saturday the 29th asking about the service which was also odd since I still did not have the item. I clicked the link and discovered photos of my vanity sitting on the street in the dark on the sidewalk. According to Roadie it was delivered just before midnight on the 27th, but the driver claims it was dropped off at 2am. Immediately I text the courier to see what was going on. The courier never confirmed drop off and never replied to any of my texts. The courier had my number and the gate code, but instead of reaching out or even dropping it off within the property, they decided to leave it outside on the street for anyone to take. I called Roadie and filed a claim. After several weeks and several phone calls I finally received the paperwork for the claim on 7/28. I asked the rep I was assigned if they could call me as I had additional questions. All they wanted me to do was sign the claim without answering my questions. On 8/4 the **** ****** emailed me to state my claim was being closed and refused to answer my questions or call me. On 8/13 I budged and just signed as I felt this would never go anywhere. Afterwards I kept calling weekly for months to get an update and I discovered in October that my claim was indeed closed and they are refusing to pay my claim.

  Business response

  12/01/2021

  Hi there -
  
  We're sorry your experience didn't go as planned. The claims process was delayed because we did not receive the completed paperwork from the customer. The payment request was forwarded to our accounting team on November 16 and the customer should be receiving their refund any time.
  
  If we can assist further, please contact us by emailing *********************************

• Initial Complaint

  11/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a large gun safe from a business that used Roadie for delivery. Upon arrival the two ladies could not unload the safe and returned it to the store. Roadie support said I should've had a fork lift at my house and refused to issue a refund for service not received. Their advertisement states nothing about not unloading the product. After contacting the company again, I was told I can pay for a second delivery. Furthermore, the driver commented she was not getting paid for the trip. I had included a tip in addition to the delivery fee.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/19) */ Hi there - We're sorry your experience didn't go as planned. However, we are unable to refund you for this delivery as our driver was able to reach both the pickup and delivery location as expected. As per our website, drivers are not movers. While you can always ask for their assistance in moving an item, a Driver is not obligated to do so. If you have a large or heavy item that requires lifting, make sure you have someone at both the pickup and drop off location to load and unload the item as needed. https://support.roadie.com/hc/en-us/articles/XXXXXXXXX-I-want-a-Driver-to-help-me-lift-something-Is-that-OK-. For additional details, please contact us by emailing ************@roadie.com.

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to complete a few gigs. I had 3 from ******** and 1 from **************. When I applied for the *****, it had a picture of the items in front of a door. So I thought it would be a house pick up. Got my ******** items and got to *****. They stated they had nothing under the name or number provided in the app. So I thought maybe it would be at the house because the picture was of the house. So I did a dumb thing a snapped a pic of the store and went on my way. I completed all trips but the ***** one due to no package being in the store or at the house provided. I then chose to go back to the store and try again. Roadie locked my account before I even got the chance to return and see what was wrong with the order. They said they would unlock my account if they had confirmed with the store that they still had the items. In conclusion I'm still locked out of my account and I have no clue why. The items were never picked up, so why is my account closed?

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/10/27) */ Hi there We're sorry your experience didn't go as planned. We've have alerted our Trust & Safety Team to review your account. They will be reaching out to you via email with their results. If we can assist further, please contact us by emailing *******@roadie.com. Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this answer because I've done over 500 trips, probably closer to 700. Again the customer service representative informed me if the package was never taken from the store, that my account would be unlocked immediately. It's been almost 3 weeks since this incident, and I truly believe it does not take this long to look at an account and determine whether to close it or open it. I'm losing out on my income because of a picture that was wrongly uploaded and information that did not match the store. Business Response /* (4000, 12, 2021/11/09) */ Hi there - We're sorry your experience didn't go as planned. Please review the emailed communication sent to you from the Roadie Trust & Safety Team regarding your account status.

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am making a complaint about Roadie delivery company they should be delivering my Best Buy PC I bought it. But their driver drop my package to the wrong apartment and I spoke with the driver and I have his chat conversation. He should be delivering my package to XXXXXA leafcrest ln 202, Fairfax VA XXXXX but he delivered my PC to XXXXXD Leafcrest ln 202; Fairfax, VA XXXXX. I tried to explain him the picture you took is not my appointment you drop the package in wrong address. Then he send me the picture from the middle of the rood and he didn't want to accept his mistake. He told me he can come to my apartment and show me where he drop the package but he never came. I called to the Roadie support center and to Roadie back office manager and send them the picture of my front porch and front door. Plus I send them their driver text conversation and the pictures but they didn't help me. The first time then I called they told me if the Best Buy didn't pay your money back we make the refund. I tried calling them for four months but no one help me. I really need your help and I hope you can understand my situation. Thank you so much.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/27) */ Hi there We're sorry your experience didn't go as planned. We've reached out to Best Buy on your behalf and they were able to begin the refund process. Here is the Case ID: XXXXXXXXX. Please contact Best Buy directly with that case ID if you have any additional questions regarding that refund.

*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. ↩