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:07/12/2023

  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.

  Can never get anyone on the phone when have issues. Have to wait for someone to call me when theyre available . Dont **** within 24 hours, and dont give explanation of really why theyre taking longer. its becoming really bad service .

  Business Response

  Date: 07/27/2023

  Hello ***, I know a manager reached out to you to talk to you about your situation. I hope they have answer your individual questions. We have recently gone through some internal software changes and process changes to help with uploading incoming paperwork and helping with fraud prevention as we have seen a large uptick in 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. 
  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 couple of hours, if there is an issue our team will review the paperwork and if necessary an email will be sent back to you with the reason the paperwork was rejected and request that you 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. 

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Truckstop is terrible and unprofessional..I signed up with them and realized that there site was outdated, wasn't compatible and not what I was looking for. Less than 5 min after signing up I canceled and asked for a refund and they denied me refund. 10 minutes haven't even passed before getting them on the phone asking for my money back and the only reason why it wasn't 2 minutes before I could ask for my refund was because I was placed on hold for the other couple minutes before I spoke to someone. Never ran into a company like this before. STAY AWAY!

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 COMPANY FILED A FRAUDULANT LIEN ON MY BUSINESS THEN REFUSED TO SPEAK WITH ME ABOUT IT.

  Business Response

  Date: 04/25/2023

  Truckstop Factoring  did not file a fraudulent lien. Section 11 of our contract states that the owner grants ** authorization to file a *** on their company and assets, to which you the carrier did sign. If you would like to terminate the *** you can contact us to execute the request. There was no refusal to speak with you about your inquiry when you contacted us on 04/21, we indicated that you would need to contact our *********************** for further information. Please give us a call and we can help you with this request. Thank you.

  Customer Answer

  Date: 05/04/2023

  Their response is a ********************.  I tried to contact them 3 different times.   twice I was hung up on and the third time I was given a nonexistence email to contact. I also contacted two other persons I have on file I got no response from one and the other stated in essence I can't help you contact the same number I called and got hung up on.  I they misrepresented their service I canceled their serve in 2019.  They need to remove their lien but they refuse to talk to me.  This is not resolved.  

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  After deciding that I no longer wanted to do business with both their factoring company and their website, they made things very difficult for me to transition to a new factoring company, taking two extra weeks more than it should have. The load was delivered October 2022.The Problem: First, they took 45 days to determine I had gotten a double brokered load. They put the burden on me to recover my money. Second, I recovered my money, which they received the end of January. After repeated calls and an e-mail that went unanswered, I have yet to find out exactly how this $3400 dollars was transferred to my new factoring company!!! After playing this cat and mouse game so long, I am now warning any other people thinking of doing business with this company to avoid them. Feels like the vendetta of a jealous child. All I am asking is for them to forward my money to me, (making it clear how they sent the money if they actually did) or my factoring company so that I can get paid after waiting for five months!?!? The time I have spent has been ridiculous considering I never asked for this.

  Business Response

  Date: 03/23/2023

  *** received payment for $3375 and has had his money since Feb 9th. We gave the check #***** to ****************** and he needs to follow up with OTR. Everything has been paid up,the GLOR has been issued, there is nothing more for Truckstop to do. We are not holding any funds for this carrier and do not have anything to refund him, he will need to get that from OTR and provide the check number we gave him.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19638822
  
  I am rejecting this response because: You must provide me with ALL of your remittance proof. You said you mailed a check in the post office and paid OTR for this after mailing it on February 09, 2023. They have been unable to find this check you claimed you sent and have requested that you provide the remittance of this transaction. Also if the check had been cashed you would have proof right?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/13/2023

  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.

  Hello for many weeks now i am trying to get the response on what users the account is charged for since this information is not on the invoice nor on the portal. Truckstop.com make the charges concealing the information's for the customers to verify its occurrence I emailed again and again asking about the users. They responded to me only 1 time mentioning only 7 users 1 or which is self pay, but our charge is way way bigger then this 7 users. When i questioned that the responses stopped. I had been opening cases, but in a week or more each case was closed as solved, while there was no info sent to me or any response done to actually solve it. The Truyckstop.com looks like has the company policy for its customer reps to close the cases over and over without the response in hope that customer will stop asking and the ******************** can get away with overbilling its customers

  Business Response

  Date: 04/06/2023

  Truckstop has reached out to discuss the matter with the customer with limited response on their end. We have provided a current list of all users and pricing and proper adjustments have been made to correct any issues with the accounts in question. We continue to reach out to the customer having first called and emailed on 03/29/2023. The customer responded back to ********************** on 04/04/2023 saying that she was unable to reach us by phone so another call was made on 04/05/2023 leaving the option to call the supervisor directly or to call our main number where any of the agents who answered the phone would be able to the customer in contact with them.

  Customer Answer

  Date: 11/13/2023

  this company constantly overcharges, closes the ability to see users or breakdowns on the invoices charges us for the access to see invoices!!! and even those invoices are not showing details

  Desired Resolution: contact by business

  Customer Answer

  Date: 12/01/2023

  they charging our card and keep our account suspended so we cannot use it!!!! representatives are not assistting, billing department is unreacheable

  Desired Resolution: Contact by business

  Business Response

  Date: 12/08/2023

  Hello, Our billing team and their account manager has been in contact with *********************** concerning billing and account breakdown. There has a lot of dialog going back and forth to make sure to resolve ****'s concerns. There are multiple accounts and contacts that are being worked on. We did deploy a new billing software at the first of September. We are working through some hiccups on the way.

• Initial Complaint

  Date:02/21/2023

  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.

  I would like to file a complaint against Truckstop.com who is out of ************. They billed my acct on Saturday, 2/18/2023 for a monthly payment of $39. Their Office is supposely closed. On Monday 2/20/2023 I called to cancel their service as I sold my equipment late on Friday 2/17/2023 and would no longer need theire services. I was told By ***************************** that the acct was closed but since I didn't give them 5 days notice, prior to billing, I wouldn't be entitiled to a refund as per their terms. I have seen a copy of their terms, as they have never sent me any or have been able to find any on their website. They tried to pull something similar when I left their Factoring side. They tried to get my new ***************** to cover $ **** bad debt that the approved of knowing the company did the load for had issues. They also help a ck for 6 weeks that was mailed to them by mistake.

  Business Response

  Date: 03/03/2023

  To access our website you must accept our terms and conditions when you fist login the first time. If you want to review our terms and conditions there is a *** at the bottom of our website main page (see Where Terms). The *** is ***************************************************;. Yes, per our terms and conditions you must close your account 5 days prior to your billing date per section 10 (see Cancellation Policy). We are a pay in advance company so you continue to have access until your next billing cycle.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19441040
  
  I am rejecting this response because: This is the 1st time I have ever seen these terms. I haven't even seen their home page layout until today. It's not that $39 is going to break or make me. It's the principal of the fact that they so GREEDY and have respect for their customers once they decide to no longer use their services. Like I said before, they pulled very similar c*** when I stop using their ********* Services. I will not recommend any of their services to anyone. This is coming form someone who has used their services for over 10 years. Guess this is how they treat long time customers, or maybe all of them. Makes me wonder how many others out there have had the same issue with them? Please keep this complaint in your records as as far as I am concerned they will continue to people wrong as long as they can get away with it. I guess they live with the actions of ripping their customers off.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 company sent my account to collections before sending a bill for satisfaction of ant monies owed. Several emails remained unanswered and phone calls were ignored, only referring me to a collections agency.

  Business Response

  Date: 02/14/2023

  We are sorry that you feel adequate attempts were not made to resolve your account. We show written communication was issued out on 1/20 and 1/26 regarding the balance that needed to be paid to Truckstop Factoring for the double payment you received on a load that was paid on 12/29. We also communicated that we could resolve the balance with your next factored loads however you did not submit any further invoices after that December load. Unfortunately we completed our due diligence before hearing from you and your account was transferred over. If you would like to resolve your balance you can contact the agency where your account is being held.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19393316
  
  I am rejecting this response because: I only received one email on 1/26 from *********************, in which I responded a requested the link to pay the balance due. Several emails have gone unanswered. Per usual business practices, I would expect a response to my email so payment can be submitted to avoid collections.
  

   

  This message is your final reminder that an $1500.00 balance on your account due on [2/2/2023] remains unpaid.  
  We regret to inform you that if you do not send us your payment, we will send your balance to an external collections agency. A debt in collections can seriously affect your credit score, so we advise you to pay immediately.
  Pay via credit card (additional fees will be associated with it)
  Truckstop would send a link to your email for you to pay privately/securely

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 was a long term customer buying services for ***** out of the blue they raised the price 175% and we was never notified. We found out with they hit our credit card. This is unfair and deceptive business practice. We cancelled our service however, they have refused to refund the 175% increase.

  Business Response

  Date: 02/14/2023

  The broker price increase was completed for all broker accounts that were on the grandfathered price. The Marketing team advised they sent out emails to each customer by December 29th, 2022.

  Which stated:
  
  Dear Valued Customer,
  
  
  As the leader of customer success at **********************, I want to personally thank you for being a loyal customer.
  
  
  To ensure your success, weve expanded our solutions to meet your every need as a broker, including several recent improvements:
  An enhanced version of the load board with more features, including industry-leading rates tools
  Strategic acquisitions to offer best-in-class compliance and monitoring and help you mitigate risk
  The release of Truckstop Go, our new-and-improved mobile app
  The addition of talent and training to our support and success team, so your experience is the best it can be at every interaction
  Through these years of growth, your monthly fee has remained the same. However, to continue to provide you with innovative solutions that help you keep pace with todays freight demands, effective on your next billing cycle, we will be adjusting your Truckstop ********** basic subscription to $99 per month for each license on your account, our current standard price.
  
  
  We appreciate your business and look forward to meeting your needs throughout the entire freight lifecycle. As always, our customer support team is here to answer any questions at
  **************.
  
  
  Kind regards,
  *******************************
  SVP, Customer Experience

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19340190
  
  I am rejecting this response because:

  We absolutely did not receive this email and this is the first time we have seen it.   We only learned about it from seeing the charge on our credit card.  We were completely shocked when we called in and learned about the 175% increase.  After working with this company for 10 years, they should have respected the fact they what we said was true. "We never receive the email" and refund the ***** and then offer us the  opportunity to then cancel or keep the service for *****. 
  
  They told us no refunds but we would have the service for the full month that we paid for on 2-5-2023.  Our service should have gone until about 3-5-2023 however, when we ended our conversation they shut our service of immediately 2-6-2023 and didn't honor what they told us.   Therefore, we paid ***** for a day and half of service.
  

  We believe this is "unfair and deceptive business practice"

  
  Sincerely,
  
  *************************

  No Name Logistics, Inc.

• Initial Complaint

  Date:01/19/2023

  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.

  I been factoring with Truckstop since I started my company in July ******************************* December 2022 and the broker didnt honor the rate confirmation contract and they took there side and took $500 from me after I sent in my proper paperwork because the company didnt wanna honor there rate , Today January 19 2023 , I sent in my invoice and my BOL from a company that sent me a rate contract for $2,000 Truckstop paid me because I sent in my proper paperwork 5 days later the Broker decided they didnt wanna honor there contract and said they made a mistake on there part and they only wanted to pay me $300 now Truckstop is trying to make me pay back $1,700 dollars back instead of making the brokers honor there contract and pay them , and its not right for me to put in the work sign a contracted rate and Truckstop dont make the brokers honor there contract instead they make me pay back whatever the broker say they will not pay , and when I signed up for factoring they told me if they want honor there contract rate they will handle the situation and I have factored over $40,000 dollars with Truckstop and whenever the brokers dont wanna pay there agreed amount they tell Truckstop what they wanna pay me and they agree with the brokers and make me pay back , they stated they would be non recourse and I would get paid my agreed amount with these brokers but instead Im the one paying for what they dont wanna pay . I pay for my access to Truckstop and I factor all my loads thru Truckstop but if I gotta pay back every time a broker dont wanna honor there contracted rate I dont wanna continue being mistreated by the factoring company .

  Business Response

  Date: 01/27/2023

  Truckstop Factoring has tried multiple times to reach out to ******** however Truckstop Factoring is only getting a voicemail that is full.
  Our customer experienced a billing dispute with a third party which resulted in an overpayment. We are required to recover funds resulting for overpayment. Our customer is still able to attempt resolution of that billing dispute with the third party.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18857157
  
  I am rejecting this response because: when I signed up for factoring they told me they was non-recourse if a broker dont honor there contract they would deal with them to make sure I get paid the money I deserve , never did they say I would have to resolve the payment with the third party on my own and pay Truckstop back, I dont understand how they allow the brokers to continue to post loads if they not honoring there contracts to Truckstop customers. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/06/2023

  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.

  Cancelled my subscription in November. They claim that they have no record of my cancellation. Called back again on December 16 to cancel yet again(the day my card was getting charged for the subscription) and now they refuse to refund any money to me. All Im looking for is the last $125 that they charged my account and they flat out refuse to reimburse or prorate that amount.

  Business Response

  Date: 01/20/2023

  Hello, We have looked through all calls and documentation. We have no record of cancellation prior to Dec 16th. There was a call with the factoring sales where it was said on 11/22/22 you already cancelled. Per our T&C customer does need to notify us 5 days prior to their Billing date and is their responsibility to cancel. Please provide billing proof of cancellation prior to 12/16/2022 we would be happy to rereview. Thanks