Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive been a customer of ********************** for years. The price keeps going up and up and they continue to ignore carrier input and cater to brokers by continually allowing them to post double and triple loads without putting the rate and load details. However, my complaint isnt about any of this.Truckstop has instituted a two-step authinication. They say its for account security but it is to provent companies from sharing logins and force customers to buy more over priced licences.Thats al well and good, However, this authinication process is flowed and continualy locks my staff out, completly stopping business operations until support can be reached. This has happened 4 times in a 3 week period and support takes hours to get ahold of each time.

  Business response

  03/15/2024

  Hello ****,
  Truckstop is a trusted partner with our customers, Truckstop implemented 2 step verification because the significant increase amount of fraud that is happening in the industry. This was a very critical step to reduce fraud in ID theft that we have been seeing in the industry. I know it does add friction to get into the loadboard but it is a necessary one to protect our customers. We have been transitioning all our customers the last 3 weeks which has increased our call volumes. I'm happy to report we finished the last of the transition yesterday. Today, I'm seeing our call volumes returning to normal so you should be able to get a hold of us without long waits.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been attempting to cancel my subscription. I access the portal to do so and the manage account to ****** says I don't have an account to manage. I tried calling and I held the line for over an hour, and I also requested a call back, the chat box didn't help either. No results. I am paying for this site, and I have not had any work from it in a few months, so I want to cancel.

  Business response

  03/29/2024

  Truckstop has tried to reach out to ****** multiple times through call and email about his concerns and process for cancellation for him.  We have not received a response back.  Truckstop did submit a cancel request for him because of this BBB complaint.  However never had any communication from ****** that he wanted to cancel except through this process.   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We have been customers with the Truckstop factoring since 2022. We primarily factor loads from a very large broker.There have been several instances of ** going days/weeks without payment. The primary reason we use factoring is because we work with a broker whose pay terms are 60 days from date of invoice submission. Now we have not received a single payment since 2/1/2024. We depend on consistent Cashflow to run daily operations. Due to changes made to the factoring banks website, I am now unable to see what load numbers are due or past due. This has made it extremely difficult in trying to communicate with broker on what loads are due and when they are due. Though, the whole point of invoice factoring is that they are supposed to collect on your behalf. The broker is completely unaware of the situation and I have had to communicate with them in regards to what loads need to be paid. I had compiled a list of all loads and deducted the loads based on payment remittance documents that the broker forwards to me. We have had to take a loan out to cover expenses and pay our employees.The 3% in factoring fees that we pay to them should be what we pay them to do their jobs. However, no one can help or do anything for us. One of their employees suggested we get a single letter of release so we can try to get payment from broker directly but now, all of a sudden, they say that we cant do that. So we are literally being held hostage by the factoring bank and have not been given any direct answers or solutions to this problem! The broker cannot pay us directly and the factoring bank will not pay us either. The factoring bank is not holding up their end of the deal they advertised. We should not have to be taking out loans if in agreement with a factoring bank. Either theyre terrible at record-keeping, communicating with brokers, collecting payments due, or all of the above. Absolutely awful!!We want specific answers and solutions

  Business response

  03/04/2024

  Truckstop Factoring spoke to ****** and got to a resolution and unfortunately are losing their business because we cannot factor the main broker they haul for. She said went above and beyond to resolve this with her and the broker however didn't have the outcome she desired.  

  Customer response

  03/07/2024

  ********************************* was extremely helpful in resolving this and communicating with us. She was extremely honest and did the best she could to try and help us. 

  In the end, Truckstop resolved this issue for us and I would still recommend them to others based on how they were able to make us whole in this situation. 

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive use truckstop for years I paid 149 for the pro version but was getting basic version results every load I called on as soon as it posted every one was already booked there cheating truckers out of there money by advertising a service but only getting a partial service bottom of the barrel as ffar as load boards are concern do not subscribe it will be a complete waste of your time and money

  Business response

  03/04/2024

  I'm sorry you feel that way ******. Truckstop work with both carriers and brokers to have a quality product to help loads from the spot market move across ***************** and ******.  I encourage you to reach out your account manager and they can give you tips on how to find quality loads that will get you where you want to go.  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  internet truckstop payments llc has refuse to remove an unjustified UCC-1 LIEN. Which has cause my business to lost multiple business funding opportunities.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Im a new trucker broker, I had been talking with sales rep for a few months and then I reached out ready to buy to start getting business. After I made the purchase I later found out that it wasnt a load board product. A load board allow you see loads shippers post for carriers so you can match carriers up with shipper loads. When I realize the mistake zip reached out and was advised that it was a carrier compliance product and I stated I dont have any carriers; I have to see the loads to get the carriers to make money. I have sent several emails stating cancellation and that I will receive call back concerning refund and it is almost 30 days later, Its not buyers remorse but it isnt what I thought O was ordering, I have email concerning cancellation but keep getting the run around concerning the refund. I want a refund because thud isnt a product I can utilize, please help me get live person

  Customer response

  01/03/2024

  Rep claimed to process refund but I never received refund. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Beware of Truckstop.coms unlawful business tactics. Originally I signed up for the $99.00 a month subscription and tried it out for a few months to no avail. Truckstop.com charges up front and I was fine will that! But I was extremely shocked when I received an additional invoice and I realized they had stolen an additional $149.00 with out my authorization after I cancelled and I no longer had access to my Truckstop.com account. Around Sept. 14th - 16th, weeks before my next billing cycle I called and canceled my account. Unfortunately they did not provide me with a confirmation number; which I found was very odd, after asking for one. I now see that this was intentional and why they do business this way. Once I canceled they closed the account and stated nothing else was needed.Below is how they billed. They say you need to cancel within 5-days prior to their billing but dont state when their billing cycle starts or ends and based on the way they billed me it was not consistent. Oct 13, 2023 - TRUCKSTOP: $149.00 / Sep 25, 2023 - TRUCKSTOP: $99.00 / Aug 14, 2023 - TRUCKSTOP: $99.00 / Jul 13, 2023 - TRUCKSTOP: $99.00 Once I noticed what had happen! I called and called trying to contact them and couldnt get through for hours, I left a couple of messages and finally a lady named ***** called me back. I was met with the run around. ***** couldnt explain why I was charged after my cancellation and she agreed that she seen my cancellation a month prior and stated that she needed to look into it.They sent me this: Based on our ******************* you must contact our office 5 days prior to your next bill cycle day to cancel your account and the automatic payment withdrawal. They also state that we do not refund or pro-rate for partial billing periods including inactive authority or self-service upgrades as we are subscription based and not usage based. Therefore, no refund will be issued. As long as your account was not immediately suspended.

  Business response

  11/20/2023

  ***** requested to cancel on 7/20/2023, but then talked to customer service representative noted "customer decided to keep the service and then emailed him with a list of brokers about loads he was looking for." Truckstop shows a new cancellation on 11/07/2023 which will cancel his service on his next billing cycle day. We have no record of a cancellation request between 7/20 and 11/07.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my subscription 3 months ago and they are still taking money out of my account. Their customer service is a absolute joke. I've tried calling numerous times sat on hold for hours and never got a answer have tired their automated call back and have never received a call back. I have emailed them and never hear anything back. Company is a absolute joke and steals money from people. I would never do business with them again or recommend them to anyone.

  Business response

  11/20/2023

  Truckstop implemented a new billing and quoting software tool. Truckstop has been working through some hiccups with the go-live and that one of those hiccups was cancellation cases not working once migrated. Truckstop has been working tirelessly trying to resolve billing issue.  Your cancellation was on the day of implementation.  We apologize for the inconvenience. 
  
  

• Initial Complaint

  10/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August September and October of 2023, Truckstop. Com charged my account after cancellation. The first time they said I did not cancel but I did, the second time, they failed to cancel after I called them, which was disputed through my bank, and the last time, they charged my account due to a system error on 10/25 and did not put the money back into my account immediately. This caused a great inconvenience to me as I did not have any funds in my bank account due to this error. I had to struggle over the next few days and they acted as if they did not care. I called as soon as I saw it and the agent said she should be able to enter a refund the next day when she was caught up. I didnt appreciate that or being without money the entire weekend due to their error. I need my refund and a 1 month courtesy adjustment for my total inconvenience. They should not be able to bill people in error like this and not return the funds right away.

  Business response

  11/07/2023

  In September, Truckstop implemented a new billing and quoting software tool. Truckstop has been working through some hiccups with the go-live and that one of those hiccups was cancellation cases not working once migrated. Advise the refund for Sept and Oct were completed within 24 hours of him contacting our Billing Team

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer since 2021. From start of relationship up until 90 days ago we have received payment for each invoice submitted within 24 hrs (without issues). Without warning it takes 2-3 business days to receive payment for each invoice sent, if multiple invoices are submitted the same ********** 1 invoice gets paid, before they were all paid within 24 hours. When submitted on a Thurs no payment until Mon or Tues. I have called for answers 40 times within the last 90 days only speaking to someone ***** times, different reps telling me different answers (lies). I have each different story Ive been told written down (not enough characters to add to this complaint). *** also asked for my account managers info and/or to speak with him, was denied his info, nor have I received any contact from ******* (account manager). My business has fell tremendously due to this sudden chance without warning. I am a very small business that has run perfectly smooth until ******************************************* regularly as invoices were submitted. I am paying the same fees as agreed, but TruckStop has failed to provide the same services. I hold TruckStop responsible for the downfall of my business, late payments, overdrafts, failing business credit scores, etc., and they fail to give me the truth Im ***********. I know larger companies that work with TruckStop factoring as well that has not had an issue with invoices being paid within 24 hours. So why are my invoices being delayed and paid out ***** business hours instead of 24? TruckStop no longer answers the phone, the last 3 times that Ive requested a call back no call back was received. Im waiting on a call back as of right now, questioning an invoice submitted 8-30-23 that was verified by broker yesterday (08-31-23) during business hours, but has yet to be paid. I am very frustrated and disappointed with TruckStop. I want a resolution ASAP and half of my factoring fees returned since Ive received half of the service.

  Business response

  09/08/2023

  ******* was able to reach out to this customer. She had a great conversation about the carriers concerns and questions and she did state she would be willing to take down the complaint.
  Truckstop Factoring can write that Funds were released to the carrier after they were received and able to be reviewed and processed. 
  Truckstop Factoring has recently gone through some changes to help with uploading incoming paperwork and helping with fraud prevention as we have seen an upward trend of fraudulent paperwork being used throughout the industry, these changes have increased the time it takes to process loads but in the long run, we feel will help us in processing loads more efficiently and be able to fund loads quicker in the future. Due to this, we have been receiving more calls and longer hold times as well as we try to explain to customers the changes we are going through. 
  One of our core values at Truckstop is to act as a trusted partner in the marketplace. Fraud is at an all-time high in the industry, and it is critical that we maintain a safe environment for which we do business. We must ensure that we are doing our due diligence since we assume the risk, as well as protecting you, therefore we can no longer rush this process.
  Please know we are doing everything we can at this time to process all loads in a timely manner to get them funded as soon as possible. When you submit your paperwork you should receive an auto reply that your message was received, if all paperwork is included and clearly able to be read the load should be visible online to you within a few hours, if there is an issue we will review the paperwork and if necessary an email will be sent back to you with the reason the paperwork was rejected, this email will come from *******************************************. Please review the reason for rejection and resubmit the load to *********************************** with the required information updated/provided. If you received the auto reply email and no rejection email and do not see the load online within 24 hours of submission, please call or email our support team and we can check the status of the paperwork. 
  Thank you for your patience while we make these changes in hopes of better meeting your needs and reducing fraud

*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. ↩