Complaints

This profile includes complaints for Roadrunner Freight's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Roadrunner Freight

  1431 Opus Pl Ste 530 Downers Grove, IL 60515-1169

• 

  Roadrunner Freight

  250 E Old Chicago Drive Bolingbrook, IL 60440-3090

• 

  Roadrunner Freight

  PO Box 8903 Cudahy, WI 53110

• 

  Roadrunner Freight Systems Inc.

  5115 Buford Hwy NE Doraville, GA 30340-1104

• 

  Roadrunner Freight

  4501 East Washington Blvd. Los Angeles, CA 90040

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.

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a business-to-business complaint. We used Roadrunner to transport a customer order on 2/9/2023. We took pictures of the shipment when it left our dock. When the order reached our customer's dock in *******, 8 cases of product worth $2,025.40 were missing. Our customer was told by the Roadrunnner driver that it was ok to accept the shipment because he wrote "8 cases short" on the exception form. We filed a claim with Roadrunner immediately and sent a copy of the driver form with the handwritten note from our customer and pictures of the shipment when it left our dock. On 4/19 we received a letter denying our claim because "the shipment delivered with the shrink-wrap intact thus the carrier is not liable for shortage." I have reached out to discuss this with someone at Roadrunner only to be met with a repeat of this phrase on 4/24 in email and on 4/24 by phone. I tried to reach a supervisor in the claims department and I emailed her on 4/24. No response. I reached out on Roadrunner's website 4/26 to get some help - no response. I called customer service today 5/2 to find someone I could escalate to - I waited for 37 minutes and my call was never answered. We do not accept that the claim is denied since anybody can shrink wrap to cover missing product and their driver wrote that they knew 8 cases of product were missing at the time of delivery.

  Business Response

  Date: 05/23/2023

  Response to claim attached.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20009626
  
  I am rejecting this response because it does not address any of the detail regarding the delivery having half the shipment missing nor the note written by their driver that the shipment has being delivered incomplete.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/25/2023

  Dear Customer,

    Although we at ********************** empathize with your situation, we are unable to approve a claim for missing cartons. Upon review of the cameras, still photos and all scanning stations the freight was intact upon delivery. We are unable to ***** a refund.

   

  Thank you,

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: We ask Roadrunner to share their photos of our shipment intact upon delivery.  We provided photos of the shipment leaving our dock and would appreciate the same courtesy of seeing the shipment upon delivery.  We would also like a response as to why their driver wrote on the delivery receipt that 8 packages were missing.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/02/2023

  Good afternoon,

    In response to your most recent message, we have reviewed the cameras and we show that the freight was loaded and delivered intact. Refunds are only provided to the Billing Party, in this case it would be Xtend TMS.

   

  Thank you,

  ***************************

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: This is my second request to see Roadrunner's camera footage/pictures of the delivery.  Please provide for comparison to our shipment that left our dock. We booked this shipment through Valley Cartage.  I am happy to coordinate our refund back to them to be passed on to us.  Please tell me how we can coordinate that on the Roadrunner side.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/20/2023

  Valued Customer,

    We have received your rejection and reviewed pictures and film of freight being loaded and unloaded. It appears freight remained intact with shrink wrap from the origin to its destination. The claim remains denied at this time, as we find freight was delivered as it was received and the driver did not have the ability to clearly inspect the number of cartons on the pallet.

   

  Thank you,

  ***************************

  Sr. Director, Customer 

  ************

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: The last response from Roadrunner indicated that they would not pay this claim out to us as Valley Cartage was broker who scheduled carrier for us.  I got Valley Cartage involved and ************************* at Valley has reviewed our paperwork and indicates that our claim seems to be in order as our customer has indicated shrinkwrap was not intact upon delivery of the shipment and Roadrunner driver indicted shipment 8 boxes short on delivery receipt.  *** has contacted Roadrunner and has also not received a return reply after numerous attempts.  I have requested Roadrunner's copies photos/video of delivery "with shrinkwrap  intact" as Roadrunner as referred to numerous times and have yet to receive them.  I have provided photos of this shipment leaving our dock and would like all parties to make a comparison of both sets of visuals.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/27/2023

  In response to the rejection:

    In review of the denied claim, Roadrunner fulfilled the responsibility of delivering an intact shipment. The pallet shrink wrap remained as it was upon pickup. Pictures of the delivered freight may be requested from the consignee as the freight is no longer in our possession. At this time, we continue to reject the claim.

   

  Thank you,

  ***************************

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: Our customer's exact words about the shipment when it arrived onsite at their location is "Our shipping department said the pallet wrap was not intact and 8 logs were missing.  The shortage was noted with with the truckline."  Not sure how you can continue to insist the shipment was delivered intact.  Your previous responses indicate you have reviewed video/pictures of the shipment and determined the shrinkwrap was intact.  I'm asking that those pictures be shared with us.  Please stop pushing me off to others to look at pictures that you are using to substantiate your claim.  If they truly substantiate your claim why can't you share them with us?  Your previous response indicated that you would only pay out a claim to Xtend TMS since they scheduled this pickup on our behalf.  I have since reached out to them (Valley Cartage).  *************************, the Director of Claims, has reviewed our documentation and indicated that our paperwork appears to be in order and he has attempted to reach out to your claims team (specifically *******************) and none of his calls have been returned either.  Not sure why you are stonewalling us and your partner Xtend TMS unless you know you are in the wrong and are trying to avoid paying our $2,025.40 claim.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/14/2023

  I am trying to attach the requested pictures with timestamp data, but I cannot find a place to respond or attach these in the BBB reply I received.  The timestamp data can be viewed by me when right clicking these pictures and looking at Properties.  I attached screenshots of both from my computer.  Can you help me add them to the complaint record?

   

  ***********************

  Office ****************************************identifyelement="301" style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">

  **********

  855-770-TAPE 

  Direct: ************

  Fax ************

   

    

  Business Response

  Date: 07/24/2023

  Good afternoon,

    Per the previous information, the freight was delivered intact which included the shrink wrap. At this time, the claim remains denied and we are unable to assist **************** with her desired request.

   

  Thank you,

  ***************************

  Sr. Director Customer Experience

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: for all the reasons, pictures and customer descriptions of our delivered shipment as submitted before.  Customer specifically states our shipment was NOT delivered with shrinkwrap in tact and part of the shipment was missing.  All along I have requested pictures from Roadrunner justifying their claim that shipment was delivered with shrinkwrap in tact so we could compare to the pictures of our shipment leaving our dock.  I have never received any proof or justification for their claims.  They simply continue to repeat their gaslighting, dishonest phrases.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/31/2023

  ****************,

    We certainly understand your concerns and your perception of facts. We have received the pictures of the items as they were shipped. We have also shared with you that all shrink wrap was intact when delivered. We requested pictures of the freight that was delivered, per your information 8 cartons were missing. Roadrunner continues to deny the claim.

   

  Thank you,

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: I continue to request proof from Roadrunner that shrinkwrap was intact upon delivery, but nothing has been provided.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/31/2023

  ****************,

    The delivery was made and shrink wrap was intact, the person/company receiving the delivery should be able to provide the requested photos to you.

   

  Thank you,

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: My request has been consistent since my first email.  All of our data shows 8 boxes missing from the delivery and shrink wrap not intact upon delivery as Roadrunner claims.  Getting pictures from my customer only proves the same thing we've been claiming.  I'm looking for pictures from Roadrunner to show why they continue to claim shrinkwrap was intact when even their driver signed the delivery bill with "8 cases missing."  The pictures/video of the delivery that Roadrunner is using to sustain their claim that "the shrinkwrap was intact" should be all we need to prove which company has the facts straight.  So why is Roadrunner continuing to refuse to produce their pictures/video of the delivery?  That should solve everything in this claim.  No need to send any more notes sustaining Roadrunner's claim. We are looking for the proof.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/01/2023

  ****************,

      I have received the photos sent via BBB and the pictures indicate that the freight is in the same condition as it was when Roadrunner picked it up. The shrink wrap and all contents are intact. Roadrunner denies the request for a refund.

   

  Thank you,

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: Roadrunner still has not provided pictures for comparison to validate their claim that shrinkwrap was intact and shipment was delivered in full.  This is in direct conflict with our customer's claims and their driver that shipment was not delivered in full or with shrinkwrap intact.  Please provide video/pictures to substantiate your claim.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2023

  ****************,

    The freight was delivered to your place of business and you indicated that freight was missing. Please provide pictures of the freight that shows what was missing.

   

  Thank you,

  ***************************

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: ******, As stated in our original complaint, your Roadrunner driver acknowledged 8 cases were missing from delivery to our customer and wrote that on the delivery receipt.  Our customer emailed us immediately stating 8 cases were missing and the shrinkwrap was NOT intact upon delivery.  I sent pictures of our shipment leaving our dock.  Roadrunner has not stood behind its driver's acknowledgement of a shipment missing material.  Your team has continually stated that you have viewed pictures/video on your side that indicates the shipment was "delivered with shrinkwrap intact" a claim in contradiction to your driver's note and our customer's written claim.  I'm requesting you to produce the proof verifying your claim of shrinkwrap in tact otherwise why are we continuing to discuss this and you continue to refuse to pay our claim?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/10/2023

  Dear Customer,
    Although we at ********************** empathize with your situation, we are unable to approve a claim for missing cartons. Upon review of the cameras, still photos and all scanning stations the freight was intact upon delivery. We are unable to ***** a refund.
  
  Thank you,

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20009626
  
  I am rejecting this response because: This complaint could all come to an end if Roadrunner would simply provide the visual documentation they continue to use to substantiate their claim "Upon review of the cameras, still photos and all scanning stations the freight was intact upon delivery."  We'd like to compare the arrival of the product (your images) with the product leaving our dock (our pictures) to substantiate your claim that differs from both our cutsomer's claim and the Roadrunner driver's claim.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/17/2024

  Due to the length of time the camera footage is  not available. However we do have photos that from the freight being loaded on the dock. You can see the shipment was intact when being loaded unto the trailer for delivery that morning. Roadrunner  has done a complete investigation and reviewed all facts and finding. Regarding the shipment. Thanks.  

• Initial Complaint

  Date:03/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered furniture from litfad.com who contracts with Road Runner Transportation for the items delivery to my personal residence. Road Runner lost my item for weeks and then delivered only half of the product which is damaged badly. I filled all of the necessary paperwork and supporting documentation. The item costs $1,617.21. I have tried to work with this company and they keep giving me the run-around. RRTS Claim: ****** RRTS Pro: ********* Amount $1617.21

  Business Response

  Date: 03/29/2023

  Please see attached letter for full explanation.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19861761
  
  I am rejecting this response because: Two items were delivered and signed for with no expectation of immediate inspection. I did open the items when I returned home from work, that day, and informed the company the following business day. Additionally, there was already damage documented by ***********************, an employee of the delivery company, before I ever received the freight. 

  From: *********************** <****************>
  *******************>
  

   

  Hello *******

   

  Please see attached.  I believe this is your freight, however the freight appears to have carton damage.

  I am unable to determine if internal damage.

  Please see attached. 

   

  Thank you,

  *****

  
  

  Also, on March 3, 2023, I did offer to have the company retrieve the item that is not mine, but was informed someone had to be home to sign for it- I offered a weekend day and they do not work on weekends. I absolutely cannot take off of work for this- nor is that a reasonable expectation. 

  I have submitted all of the appropriate forms and expect the company to honor the level of customer service their website boasts. 
  Sincerely,
  
  *************************

  Business Response

  Date: 04/10/2023

  Please see the attached response.

• Initial Complaint

  Date:03/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi, we had an order picked up by Roadrunner Freight on 02./27/2023 from **********. The destination party in *******, just received partial shipment on 03/07/2023. I had called asking for a follow up on the bundles the customer has not received. After 2 weeks my customer has still not received the rest of the shipment and has not been able to track. The tracking number is ********* . I appreciate the help and would like a response so I can communicate with my customer. Thank you.

  Business Response

  Date: 04/10/2023

  Good afternoon,

    Please see the attached response the perceived damage pallet is now being returned to the shipper. In addition, the customer has filed a claim. We will need to review the claim request and after which we will forward a response.

   

  Thank you,

  ***************************

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The wood and metal box was damaged when arrived, I couldn't open before the truck driver left, when i open my merchandise was damaged and dont work , i have pictures to show. I'm in contact with the factory since I open the box and they told me to complain wit the delivery company who broke the package and the machine. the goods cust $1,500.00, I need a refund.

  Business Response

  Date: 02/03/2023

  Please see the attached response letter.

• Initial Complaint

  Date:11/29/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed a large door order from a business in ***** that uses Roadrunner Freight as the delivery service. I have had two deliveries in total from them. When RRF calls to schedule delivery I made it very clear I was to be notified of the delivery and nothing was to be delivered otherwise. The first delivery was made with no issues. The second deliver was dropped in the middle of our farm field, NOT on a road or driveway. In doing so he took our the cable line that ******* had to come and repair. The driver drove in our crops to drop the crate of several interior and an exterior door. I do not know if the doors were damaged in the dop by the deliver driver or if they were damaged prior to them getting to RRF, but I called both the door company and RRF immediately to remedy this solution. Roadrunner Freight refused to come back and pick up the damaged doors which could not be used at all. They said they had no way of doing that. I sent pictures to RRF, to management, and filed a formal complaint. I let them know I had pictures and a video showing what the driver did and still non response. I just received a response from the claims department saying they are denying my claim, but they did not outreach to me to discuss the situation or look at photos or videos of exactly what happened. All I wanted was the damaged doors to be returned to the sender so we could get new, non damaged doors.

  Business Response

  Date: 12/09/2022

  Good afternoon,

    Additional information is needed to proceed with reviewing this shipment. A PRO# or Order# is needed.

   

  Thank you,

  ***************************

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18477202
  
  I am rejecting this response because: They need more information to further investigate. 

  
  

  PRO NO. 568121537

  P.O. No. DCCW23498

  RDFS   EIN 39-1452112
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/13/2022

  Good morning,

    In an effort to ensure that we provide the most accurate information to our customers a PRO# or Order# is required. This information helps to track the correct shipment, review our cameras and pictures, and review all documents associated with the shipment. Please send PRO# or Order# and we would be happy to provide a response.

   

  Thank you,

  ***************************

  Sr. Director ************** Operations

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18477202
  
  I am rejecting this response because: the business is requesting more information to further investigate. 
  Please provide this information to the company they have requested this and I do not have the ability to reply directly to them.
  
  PRO NO. 568121537
  P.O. No. DCCW23498
  RDFS   EIN 39-1452112
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Scheduled a pickup of 5 pallets from them days in advance for Friday July 29th. Explained how important an accurate pickup window was because it is in a secure facility with passcodes and certain hours etc. Also, a person who needed to be there to facilitate the loading had to come from hours away. They said to expect between 1-6pm.Instead, they arrived at 9AM, Did NOT call the load facilitator, an simply left. They then rescheduled for Monday Aug 1 between 9am-1pm... then mid day that day, they said before 5pm.Then around 3 pm they said they were not coming and couldn't give another time. Now I'm getting charged by the storage facility and have also wasted 2 days of salary on the pickup facilitators needed. Call for support met long hold times, no valuable information, no escalation an no apologies.I would strongly urge anyone needing freight services to steer very clear of this horribly run organization. Just learned they partnered with **************** in ** who has been the main cause of these delays. Went through 4 support calls, was hung up on while on hold twice. A support person named ***** was at least courteous, concerned and tried to help. But as of now, I've still been waiting 4 days and have no guaranteed , or even estimated! pick up time.

  Business Response

  Date: 08/03/2022

   

  Dear BBB,

     Please find attached the response to the customers complaint, we will need additional information to assist with resolving.

   

  Thank you,

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  *** picked up my onyx table top in ******* & transported it to *******, **.. Delivered it to my house 3/28/22. The wood crate weighs 590 lbs & is upright. I could not inspect it safely. The driver said "sign it & if there's breakage file a complaint" I never moved it or touched it. Quality movers came 5/11/22 to assemble it it in the kitchen. They needed crow bars, hammers & 3 men. They called me out & bring your phone, "the table is shattered". I recorded this. The driver didn't give me an hour heads up on delivery, just showed up & left for I was gone. The dispatch called him back. I think the driver knew it was broke & wanted to return it back to ****** to cover up his breakage. I filed a claim but was denied, appeal denied also. The cost of table top was $3,690. Onyx ************* **************************- Ash ************ FLASH! I tried to download the ********** wouldn't accept. Over 5Mb ? I dealt with the *** at ********************************************************** ; 855 431 ****; ***************************************** ***S claim # ****** Thank you, *****************************

  Business Response

  Date: 07/27/2022

  Please find attached the response from the Roadrunner Team. if additional information is needed, please don't hesitate to let us know.

   

  Thank you,

• Initial Complaint

  Date:06/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Jan.15, 2022, an accident occured on Hwy I 35 South bound ********. Safety was aware...Tel Leasing wanted the truck fixed because of the claim....I contacted *********************************....Stated if your truck is down since Road Runner guarantee payments, it will be paused they have not honored that and I attained legal Representation a letter was mailed out before I exhausted all other options, to *** them in court in this will need to be resolved and I will contact the ***** as well the *** for misleading advertisement....My investigation has worried me that other drivers has said that they will not honored their agreement because they wasn't paused as well.... Somebody above *******************..., An executive or HR Executive, CEO ..

  Business Response

  Date: 06/15/2022

  Please find attached the response to the complaint from ******************. Let us know if anything additional is needed.

   

  Thank you,

  Customer Answer

  Date: 06/16/2022

   
  Complaint: 17333042
  
  I am rejecting this response because:
  
  Sincerely,
  
  Lasherrick *******