Complaints

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

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  Truckstop.com

  222 N Plymouth Ave New Plymouth, ID 83655-5532

• 

  Truckstop.com

  PO Box 99 New Plymouth, ID 83655-0099

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:11/06/2023

  Type:Billing 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 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

  Date: 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

  Date:10/29/2023

  Type:Product 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.

  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

  Date: 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

  Date:09/01/2023

  Type:Customer Service 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.

  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

  Date: 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

• Initial Complaint

  Date:09/01/2023

  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.

  Factoring response and profesionalism

  Business Response

  Date: 09/08/2023

  ***** is not an owner of Power House Transporters. The owner will ask him to take it down.
  I explained buyout process and a reasonable expectation for release. 
  Carrier started buyout with Riviera previously and then tried to sign up again with Truckstop.
  Right now we are waiting on Openroad to send us back the signed agreement for the buyout.

• Initial Complaint

  Date:08/30/2023

  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.

  Not funding within a reasonable amount of time. No customer service.

  Business Response

  Date: 09/08/2023

  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

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 hope this letter finds you well. I am writing to express my deep dissatisfaction and concern regarding the recent incident where Truckstop company has taken advantage of the closing document to exploit certain terms and conditions to your advantage.On June 20,2023 I was contacted by Truckstop offering factoring services where they include an agreement to work with this company. However, upon careful review of the closing document, I have discovered several instances where Truckstop has manipulated certain clauses to gain an unfair advantage. This not only violates the principles of honesty and integrity but also undermines the trust that I had placed in your organization and Truckstop asked for a fee to have the *** release form. I believe that such actions are unethical and go against the principles of fair business practices. As a customer, I expect transparency, honesty, and adherence to the agreed-upon terms and conditions. It is disheartening to see that your company has chosen to exploit the closing document for personal gain by trying to use my name as a signature for this document and asking for $500 to have the *** release form. I kindly request that you thoroughly investigate this matter and take appropriate actions to rectify the situation. I expect a prompt response outlining the steps you will take to address my concerns and ensure that such practices are not repeated in the future.I look forward to your prompt response within 24 hours to address my concerns.

  Business Response

  Date: 09/08/2023

  Spoke to ******, ******'s dispatcher. He was issued his **** with no fee per our SOP. We no longer charge a $500.00 fee if closing docs were not signed. ****** stated the ** told him he had to pay the fee. The owner (*********************) has been asked to remove his BBB complaint by ****** as he is on the road driving. 

  Customer Answer

  Date: 09/08/2023

   
  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,
  
  ***** Transportation

• Initial Complaint

  Date:08/21/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Please truckers dont apply a factoring service if you apply and pre approve means the think youre signing the contract and demanding $500 to cancel the pre approval . We are applying for load factoring services 11/2021 and approved but we dont sign the factoring contract because we are not agreed on the penalty $500 and $20 for each reales notice if we terminate factory services and tell them we are not interested but they file UCC filing with our company without our consent Recently realized that we are trying to use other factoring companies unfortunately Truckstop demand $500 to have termination letter. We ask them our agreement but not willing to send coz No signed paperwork.SENTAkE Transport

  Business Response

  Date: 08/22/2023

  ** UCC filing on Sentake Transport LLC was terminated today 8/22/2023. Once the terminated UCC filing is returned to Truckstop we will forward a copy to **************************.

  Customer Answer

  Date: 08/22/2023

   
  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

  Date:08/17/2023

  Type:Order 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.

  We have used Truckstop as a business factoring company since 2021. In the last 30 days, it has become impossible to reach anyone at Truckstop via phone. When you do reach someone through their call-back feature - the person on the other end of the line can't solve your issue. You will NOT be able to reach a manager or supervisor. Requesting a manager of supervisor to call you back is pointless. I have been waiting days. Should you choose to hold on line to try and speak to a customer service representative will mean HOURS on hold. Our contract with this company states that our receivables billed to them will be funded within ***** hours. Any funding we are getting from Truckstop is taking at least **** days and we are still being charged the percentage fee for ***** hours funding. We are in the process of switching funding companies and we can't get anyone at Truckstop to follow the procedure and make information available to our new funding company - they simply refuse to cooperate. This company is causing OUR business to suffer financially. We rely on prompt funding. If we don't have the funding we will go out of business. I truly hope someone is listening and will investigate this company immediately. I know we can't be the only company suffering from this abuse of service.

  Business Response

  Date: 08/28/2023

  We have recently gone through some software and process 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

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20486240
  
  I am rejecting this response because:

  I understand the need to implement new strategies to deter fraud. However, the issue is that in the attempt to implement these new strategies and processes to deter fraud you are failing to fulfil your contractual obligations to your current customers. Funds are suppose to be provided within 24 hours of paperwork submission. Since the implementation of these new processes typical time for funding has been over 48 hours and in some circumstances over 7 days. Our business model, like many other companies in this industry, is based on funding within ***** hours. So not only is this affecting our day to day operations, we are still being charged ****% for funding that is not being provided within the agreed upon time frame. 

  Calling to resolve an issue with the support team sounds simple. However this is another issue in itself. We are constantly told that only an "account manager" can solve issues with our account. No contact information is ever given out in order to contact out "account manager." We are simply told that they will put in a request for a call back which can in itself take ***** hours to receive a call back. Further delaying the payment process. Ultimately we have no recourse and still continue to suffer due to the lack of proper attention given by Truck Stop Factoring to this matter. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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 had a check that was delivered to truck stop with my business name from a surety bond, the check was delivered on July 25 its now AUG 15 Ive called in numerous times the guy that seems to keep answering the phone has no ideal what Im talking I asked to speak to a manager he said no theyre unavailable. I have no answers Im attempting to leave this factoring company because they are a mess. You never get anyone on the phone if you choose the call back option they might call back 6 hours later or if youre me they call 2 minutes before they close then hang up on. I can appreciate the two good reviews on here but truck stop is awful & I wish I would have never signed up with them!

  Business Response

  Date: 08/29/2023

  Truckstop Factoring manager spoke to *****

  Fund were released to the customer on 8/16

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

• Initial Complaint

  Date:08/05/2023

  Type:Customer Service 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 own a business that had a contract with this company for factoring my payments. I terminated my contract with them two weeks ago and have asked them to release my company from under their services. I have made numerous attempts via telephone and via email to contact someone but no one will respond to my emails or return my telephone calls. I have asked them to release my company from their factoring services and I have requested for them to send me the letter of release which their contract states that they will and are obligated to do. Without this letter I am unable to collect funds from my payers. They are demonstrating horrible business practices and are in violation of the existing contract. I would like my release letter asap.

  Business Response

  Date: 08/14/2023

   We have a 30 day written notice for General Letters of Release and our contract states all balances have to be paid before we can issue the release. Even if a carrier is going to another factoring company we ask for a 30 day notice