- Report: #1188401
Complaint Review: Roadrunner Transportation Systems - Nationwide
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Author Confirmed
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Roadrunner Transportation Systems
Nationwide, USA
Phone:
877-335-2368
Web:
rrts.com
Categories:
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Roadrunner Transportation Systems A shipping company that would prefer not to to ship LTL Nationwide
I recently accepted a bid to have Roadrunner Transportation Services ship some LTL (less than truck load) freight for me accross country through a third party (UShip.com)
I was billed and recieved a Bill of Lading, and a confirmation email that the company would pick up my palleted shipment in the following day and that everything on their end was on schedule. The shipment was to be picked up between the hours of 12p and 5p that morning. This day came and went, I was not contacted in any way and no one showed to pick up my pallet.
My CC was billed even though no services were rendered. I called the Roadrunner customer service number for answers. Note the the term 'customer service' is used very lightly here. The CSR that I orignially spoke with said that Roadrunner was unaware that this pickup needed a liftgate and was a residential area. Due to these circumstances they would not be able to complete the pick up as I was charged for and was originally planned.
I find this extremely hard to believe since freight companies routinely charge extra fees when lift gates and residential pick ups are necessary. In fact, I was charged said extra fees for both of these requirements for this load. She explained to me that the residential area was too small for this kind of pickup and that I would need to deliever my load to them instead of them picking it up as I was charged for and was scheduled. She then put her supervisor on the line (supervisor is also a term used loosely here) We will call this alleged supervisor 'Clownshoes'. Clownshoes regurgitated the same nonsense as his CSR and repeatedly told me that I was 'not listening'. I can only assume that Roadrunner teaches this misdirection technique in their customer service training since both of these mooks seemed to be exceptionally good at it...
I repeatedly asked why no one deemed it necessary to inform me that the service I paid for would not be peformed, and I was told that Roadrunner did not have my email. This is total horse s**t, as verified by the fact that I recieved a confirmation email in regard to the pick up time and address of my shipment from Roadrunner themselves. I also find it hard to believe that they did not have a phone number for any of the parties involved since this information is all contained on the Bill Of Lading, the same exact document that contained my email, and pick up address.
Sorry, but you cannot claim my contact information escapes you when you have contacted me once already to lie about the pick up time being on schedule. Clownshoes then went on to reiterate that I was being unreasonable and threw Uship.com under the bus, saying they were to blame for he and his companies own incompetence.
To make a long story short, Roadrunner Transportation is the lowest bidder. They offer lowest bidder services (or in this case NO SERVICES) and their employess are the lowest common denominator. I can only assume that they have survived in the freight world on full truck load freight alone. And who knows? Maybe they are decent at performing those services, I cannot speak to that, as Im not in that business. What I can tell you is that they dont give two squirts of piss about your Less Than Truck Load frieght, basic Customer Service, or common decency.
1 Updates & Rebuttals
Roadrunner Transportation Systems
Cudahy,Wisconsin,
Response to pick-up complaint
#2UPDATE Employee
Thu, November 13, 2014
The information that was submitted on the pick-up request lacked sufficient information and a location of the pick-up. The name listed on the pick-up did not match the pick-up address.
Roadrunner spoke to your father and explained the pick-up was in a residential area and a 53' trailer would not be able to safety make the pick-up in a residential area. Your father was very kind and understanding and suggested to Roadrunner the possibilities of bringing the freight to our dock for loading. He agreed to contact our agent to discuss additional options in order to move the freight, and stated he completely understood.
Approximately 10 minutes later, you telephoned customer service and were provided the same information. You became very upset and continued to tell the CSR that we took your money for moving the freight. The CSR explained that the 3rd party would be the correct person to contact as they handled the credit card transaction, not Roadrunner.
At this point, you began to use profanity with our CSR, and our policy at that point is to transfer you to a supervisor. Our supervisor again explained what the situation was and provided you with a telephone number of our agent to try to work out the pick-up.
You proceeded to use profanity with him as he was again explaining the situation. At that point the supervisor wished you a nice day and ended the call.
It is unfortunate we could not work together for a better solution. We are sure we could have worked out a better option for you in moving your freight.
Regards,
Roadrunner Transportation Systems
