Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** falsely reported to ***** that my commercial auto insurance was lapsed for nonpayment however it was never lapsed. As a result my motor carrier authority was made inactive and Im unable to operate for approx ******************************** speaking with ***** and my logistics broker they both say that **** has Been falsely reporting insurance lapses which is resulting in carriers being unable to operate. This should be illegal and some ramifications in place for falsely reporting. I have documentation from my insurance company there was never a lapse in coverage

  Business response

  02/03/2025

  **** does not report to ***** when carriers have a pending cancellation with their insurance company. Auto policies are reported to ***** directly by the underwriters. On 11/22/2025, FMCSA showed ************************************** policy # 2-XPT-TX-19-S0352402-00 was set to cancel effective 12/30/2024. We sent an email to ***************** to obtain a new certificate of insurance. FMCSA posted policy 2-XPT-TX-19-S0352402-00, with a new Posted date of 1/3/2025. On 1/6/2025, the carrier called in to update their certification status. On 1/9/2025, we processed the carriers certificate of insurance. ******* was contacted and informed of their updated status also explained that RMIS follows FMCSA and that the cancellation report provided to ***** came from her insurance underwriter, not ****.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm very dissatisfied because they are false advertising. Their services and they charged my card. Today I requested a refund today. And they are refusing, giving me problems one minute.There is no supervisor on duty.The next minute there is a supervisor on duty, and i'm speaking with her. They tell me I can continue. Their using their service for the next month, but they don't even have a service. They claim they do, but it does not work in the meantime. I have health issues, and I can't do this job so I need my Account to be canceled and my money to be refunded. I should not have to tell people my health problems. I should be able to just get a refund on the same day. It was charged and go on about my business. I was going to use them in the future, but now that they have behaved like this, I don't think I will ever use them again, not that I used them anyways, because like I said they don't even have a service, it's a bunch of lies

  Business response

  12/19/2024

  Customers' billing date is the 11th of each month and their cancellation/refund request was on their billing date. According to company terms and conditions, a request to cancel the service must be made 5 days before the billing date. The refund was originally denied as we do follow our terms and conditions. The manager was requested by the customer retention team, not to billing. Based on the customer's situation, the billing team approved the refund as a courtesy. This has been processed.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Truckstop offers Non-recourse with no time limit, so you get paid even if the broker doesnt pay. This is a complete LIE and FALSE ADVERTISEMENT! If the broker doesnt pay within 42 days Truckstop will recover the amount by not paying out future factored loads until the entire amount is recovered. They do not offer any solutions or suggestions on how to collect from the broker, nor will they give you an extension for you to try to reach out to the broker for payment. Our company has factored with TruckStop since 2021, they dont care about their clients. Not to mention, they do not return the factoring fees incurred when they recover the amount from you. If you have to use factoring, find a company that cares and will fight for you. Truckstop is not it!

  Business response

  12/13/2024

  Truckstop Factoring funded a *********************************** load #*********, DS6260800 on 10/28/2024 for ***********************.
  On 12/2/2024 Truckstop Factoring was informed that the load was showing canceled on epay. Collections emailed the broker for the reason the load now showing canceled and they responded due to a potential claim, the load is on hold. After reviewing the paperwork that was sent into factor, the *** is noted damaged.
  Collections gave 7 days to resolve the claim and the broker was unable to resolve it.
  12/9/2024 ******** @********* called asking for an extension on pay hold, Truckstop customer support team let ******** know we are not able to provide an extension pay hold loads.
  12/9/2024 invoice was marked to take, recovery from the client.
  
  
  All steps were properly followed by collections. My collector gave the carrier 7 days to resolve the claim with the broker and was unable to. 

• Initial Complaint

  12/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Internet Truck ******** had me fill out an application for their factoring division to see if I qualified... 04/2023 before I was approved I've decided not to use their services and wanted to use someone else's services...so I never signed final documents and tried to cancel the whole thing... now they claim I owe ****** usd to terminate contract that I never entered... now they are holding my company hostage and not releasing my *** so I can use a different factoring company

  Business response

  12/11/2024

  ****** ****** owner of **************************** #***** authorized Truckstop Factoring to execute the application with the intention of entering into a security agreement with Truckstop and authorizing a $500 termination fee for incurred costs by Truckstop as a result of the applicant's withdrawal if the application is approved (see authorization below). The application was approved on 3/27/2024 and closing documents were emailed to the carrier to sign on 3/27/2024
  On 4/6/2024 carrier emailed deciding to not set up for factoring at this time and the carrier requested by phone on this date a general letter of release form and gave us permission to speak to ECapital (another factoring company).
  4/11/2024 emailed the carrier general release form to be signed and returned, ****** ****** called upset about the term fee.
  On 12/4/2024 we received an email from *** inquiring about a buyout for ****************************
  On 12/5/20024 resent the general letter of release form to be signed by the client and returned. Truckstop Factoring Payment Operations team waived the 500 termination fee and emailed the General Letter of Release form to the client on 12/5/2024 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We subscribed to their load board and factoring service around November 2023. This is a service that I pay for as a truck driver to get paid quicker in exchange for a fee. They do not pay out until all conditions are satisfied. If there is any error with the paperwork, they send it back for corrections. I factored a load for ********* Transportation on April 17th, it never came back for corrections, as they had the documentation that they needed. The $600 rate was paid to us by Truckstop factoring. It was not until I tried to cancel my factoring subscription in late ***** did I learn they had an issue with the paperwork for this load. We asked them what they needed, they sent us a list of documents needed, we replied with those are the original documents sent to get factored the in the first place. Truckstop factoring's response was that we needed to resend them in PDF form, in which we did. In this short exchange, the $600 claim was sent to Truckstop Factoring's internal collections department. Shortly after submitting the documents in PDF form, we were notified that ********* will pay for the load that was factored. Now Truckstop won't release me from their factoring until the $600 is paid and $200 is paid to their internal collections department. This is an error on their end, we submitted all required documents when we factored the load with Truckstop, they approved the documents and paid for the factored load. We want them to release us and remove any fees. They confirmed they will be getting the money from ********* transportation on Aug. 23, 2024. We satisfied our end of our agreement with Truckstop, they created an issue when we wanted to cancel.

  Business response

  08/27/2024

  Truckstop Factoring has guidelines and procedures that we follow when we are missing paperwork. We notified the customer they needed to submit additional documents (May 30th) so the broker would pay the load. We asked for the customer to return the documents within 7 days. The carrier did not return the documents with in 7 days. We notified them on June 12th that since we did not receive the correct paperwork that they would be sent to collections in 7 days if they did not resolve the issue as there was an outstanding balance on the account. We waited an additional week to allow the carrier to resolve the issue. Unfortunately, the carrier did not resolve the issue, and we had to send them to collections on 06/26. The carrier was made aware of what documents were needed on May 30th and did not submit documents until July 3rd. Truckstop made multiple attempts to the carrier and the broker before sending to collections. The carrier is responsible for the fees associated with being sent to collections. 

  Customer response

  08/27/2024

   
  Complaint: 22069322
  
  I am rejecting this response because:  this never should have been an issue in the first place.  They had the paper work they needed.  They sent me the exact paperwork I submitted to them and asked me to submit it in pdf form.  I am a truck driver, Im not in front of a computer all day.  They never needed it in pdf form previously.  Further, Truckstop is a paid to do this service.  I submitted the correct paperwork, if there was an issue with the paperwork it should have been sent back to me, like they alway did in the past and had me correct the paperwork and submit it before issuing a payment.  Truckstop didnt have an issue with the paperwork until I cancelled their service.  Then they created an issue and sent it to collections, even though they knew the Broker was going to pay them on August 23.  They have been paid, I want released from this unethical company. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I am an owner operator/small business/motor carrier. To be able to onboard with brokers Truckstop utilizes data that is supposed to be directly integrated from FMCSA so that I may register and onboard with brokers to haul freight. They handle the accounts for the largest brokers in the *** which as a new motor carrier, I need to be able to do business with. There has been an internal technical issue with this company/software/ etc that has prevented my company from being able to successfully verify with brokers under them. Which ultimately has had my business at a stand still for almost 40 days, 40 days of no work, 40 days that I could have been hauling freight, 40 days of no money, 40 days that could put my business under. 40 days that this could have been resolved. While on the phone with customer care the ladies have been able to verify every single thing needed, assess the problem, but no one can point me in the right direction nor offer a solution. I have contacted everyone I know to contact both via phone and email to no avail and with no solution almost 40 days later. I would like resolution immediately.

  Business response

  07/26/2024

  Hello *****,
  
  I'm sorry for any inconvenience. We do our best to update information through automation with FMCSA. After you notified us that there was an issue with what our system was displaying, we corrected your data the following day. Thank you for your patience and understanding.

  Customer response

  07/26/2024

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

  Customer response

  07/31/2024

  This is a follow up complaint from ********. After Truckstop/Saferway has corrected internal 40day error that has halted operations of my company, it seems that all major brokers that use them are not able to see such correction. When onboarding with their integrated brokers it is pretty much a one time-one and done situation. My company has been refused from TQL, Coyote, as well as **** Freight to start with due to them their internal ongoing issue. Even after 40+ days of halted operations no one can offer assistance or reach out to these brokers to correct the consequences that my company has greatly suffered due to their software issues and internal errors. I NEED ABSOLUTE RESOLUTION IMMEDIATELY and for someone to reach out personally to correct this situation.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a owner operator who relies on load boards to contract jobs I have signed up for multiple load boards. Truckstop.com being one of those companies, I pay 41.34/month for their services and have been subscribed to them for almost 2 years. For the last two months services have been heavily interrupted several times a week causing us to have access to fewer loads because of their poor service. When we call we are always told the same thing that their techs are working on the issue. But for two months the problems have remained. Yet again today there is no service but yet we are still being charged. While on the phone today with customer service for ********************** the representative stated that they would not be refunding any money or offering any credits and as long as we pay for the service we just have to deal with the situation. This is not right for a company to charge us for a service that we do not have full access to. Across the trucking social media several thousand truckers/carriers are complaining about the same poor service from Truckstop. Something needs to be done, it is not right paying for such poor service.

  Business response

  05/20/2024

   We appreciate your patience as we address intermittent issues with the load board. We understand that these issues have a significant impact on your business, and we are committed to resolving them as expeditiously as possible. Our customer service and billing teams have attempted to contact you, but have not received a response. We thank you for being a valued Truckstop customer.

  Customer response

  05/22/2024

   
  Complaint: 21682715
  
  I am rejecting this response because: only one email has been received concerning this issue, and I have replied to it 3 times with no response from Truckstop.
  
  Sincerely,
  
  ***********************

  Business response

  06/14/2024

  We reached out to the customer May 8th and apologized for the interruptions. Truckstop offered assistance as well as a $5 credit from billing. He responded that he was going to post a link to the BBB so other carriers can easily access it and that we were coddling him.

  Customer response

  06/14/2024

   
  Complaint: 21682715
  
  I am rejecting this response because: a 5 dollar credit against thousands of dollars worth of loads that we missed out on because of no access to the load board each time it was down seems inadequate. Considering this board has been down 3 more times,including all day yesterday, since I have filed this complaint. There has been zero improvement from this company. I am not the only one complaining about this company, check social media out there are thousands of complaints about the load board being down and not working properly, and people still being charged full rates for this incompetency. 
  
  Sincerely,
  
  ***********************

  Business response

  07/15/2024

  Greetings.
  
  We did offer you a discount, which you rejected. You value the discount at thousands of dollars, yet you pay only $41.34. While we have indeed experienced some technical difficulties, we have worked diligently to resolve the issues. If you examine our overall track record, you will find that we have not been down for many months. Truckstop apologizes for any inconvenience.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Factored the load with Truckstop Factoring. That is what I am been doing for the past 16+ years. Had some issues with them previously, but everything was good after. So, on February 15 2024 factored a load with them and if there is any issues, they always called me or email me. On the top of this they have 90 days grace ******* So, no emails or phone calls was received from them since that time. May 5-6, 2024 we tried to go on our account with them and the account was blocked. After making a phone call to them, we find out that they put our company in collection department. They put my company into a collection over $350 that we were not even aware of that we had to pay them back. No calls, emails from them. They did not even wait 90 days from the time invoice was send to them. Even thou we have a contract with them since 2007. So, technically the way they did it, it is illegal. They are braking a law. Just simply send it strait to a collection. Even a collection department did not called or mailed us anything. Been with them for more than 16 years and lately there been lies all the time. This is the way they treat their costumers. Also, called factoring nd asked them to connect me with the manager to resolve this situation, but they do not want to connect with manager to resolve it.

  Business response

  05/08/2024

  Hello *******,
  Truckstop attempted to contact you on 04/04, 04/10 and 04/18 respectively.  We contacted the broker and  on our email on 04/09 we encouraged you to speak with them regarding this as well. Since we did not receive any further communication from you and we were not able to recover the $350 from future loads, we completed our due diligence and had to send you to our 3rd party vendor to complete the collections process.Unfortunately, there is no 90-day grace ****** for which we must wait to collect from a carrier. To resolve the balance you will need to speak with Altus to review and resolve.
  
  Thank you, 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is that I paid for a service that I haven't be able to use and the Truckstop.com ****************** is just not answering the phone I already spent almot 2 days trying to speak to somobody just to cancel the service but its just time wasted on the phone. They just have people that answer the phone to buy product but not to fix a problem or cancel the services, what a convenience. At this point I'm worry that this company is going to keep charging me for a service that I'm not using but impossible to cancel.

  Business response

  05/08/2024

  *****,
  Sorry you had difficulties accessing our website and speaking to our support team. We see your cancel request has been completed, we would love the opportunity to have one of our support team reach out to you directly to assist you with getting access to your account and helping you use the load board to find the best loads for your truck. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 23, 2024, truckstop.com made fraudulent charges in the amount of $298. These charges came two months after I informed them I was not interested in their loading board. These charges were made without my consent but they refuse to refund the unauthorized transaction. I've made several complaints to truck stop.com, and although they approved the refund it not available to be paid.These charges stem from a 14 day free trial that was cancelled before the 14 days. I've sent emails proving my case but truckstop.com will not refund this unauthorized charge

  Business response

  03/29/2024

  Truckstop spoke to ******** on 3/14 and informed him that our accounting department issues checks monthly and it would be sent soon. He was still pretty unsatisfied however it is due to the fact that he closed his bank account and we could not issue an electronic refund. Confirmed with accounts payable that the check has been issued and he should receive it within 2 weeks.

*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. ↩