Complaints

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:10/15/2024

  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.

  Truck Paper charged my credit card account without my authorization. They also stored my credit card without my authorization. I want the money that they took refunded and I don’t want any further unauthorized charges from this business. I had a trial service with them and their representative, ***** ********, lied about the amount he would charge. I noticed that he charged me more than he said he would, and I emailed him right away to cancel the listing..He also told me I would have a whole day to make up my mind if I wanted to change the service, which I did. Even thought I did not want their service , the amount still went through and was disputed by the bank on September 16th, 2024. Yesterday, they charged my card without authorization and when I called to ask why and who authorized that charge, they Transferred me to the original scammer Amani, who of course did not answer. I want my money back and I don’t want any more money taken out of my account from this company.

  

  Business Response

  Date: 11/21/2024

  ********** we are sorry for the confusion on the ad cost. We refunded the card you authorized / provided on 10/14.. In regards to the amount we charge I believe the confusion resulted from the value being mis-heard instead of a lie. As you mentioned, he gave you a day to then make a decision on proceeding with our service. The recent charge was then again an effort to credit your account back the amount previously charged. We pride ourselves on helping our customers sell truck, trailers, and components and doing business the right way as we have done since the 1970's.

• Initial Complaint

  Date:06/18/2024

  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.

  Truck paper is a massive waste of money. They promise to advertise your truck and get you leads but it’s all spam phone calls. I received at least 30-40 spam phone calls and texts over the 4 weeks my truck was listed. I never received one real phone call, text or email. I signed up around 5/2 and ran the ad until 5/30. I complained about the nonstop spam calls but they told me that’s a normal part of the process. It seems like I paid $325 to be part of a cold calling list. I have no idea how this company operates like this. It’s an embarrassment. I never had these issues on Craigslist and that’s $5 to list your vehicle for 30 days. I would like a refund for this waste of time and the 30-40 spam phone calls and texts I had to deal with.

  

  Business Response

  Date: 08/09/2024

  Thank you for contacting Truck Paper, we are sorry to hear
  about your experience. We have taken your experience into consideration and
  review and have recently rolled out updates to reduce these types of scam calls
  from occurring. Unfortunately, when information is posted online individuals
  attempt to call the listings despite our attempts to hinder them. We hope that
  our new roll out of updates will help screen the spam calls and reduce the number
  of these types of calls being received. We will reach out to you in the next few
  days to see if there is anything we can do to remedy this situation. Thank you
  for using Truck Paper. 

  Customer Answer

  Date: 08/09/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  They offered no proper resolution. Admitted that there were tons of spam calls and now are using a new approach to avoid these issues for new listings. This does nothing for the time I wasted dealing with spam calls and the money I spent for no reason. Awful business practice and they should be ashamed of themselves. I will report them to my credit card company as well for this. 
  
  
  Sincerely,
  
  
  ******* *****

• Initial Complaint

  Date:01/25/2024

  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 paid this website $580 to advertise my truck for a period of 6 weeks, after 3 weeks of no calls I asked them to cancel the ad. They did not refund me half the money and so I disputed half the charge with my credit card company who returned half of my money. This business then sent me to collections even though I clearly canceled the service and they pulled my listing the day I canceled.

  

  Business Response

  Date: 02/22/2024

  Thank you for contacting Truck Paper, a brand owned and operated by Sandhills Global, Inc.
  
  TruckPaper has great success in selling trucks and trailers for our customers. However, the customer is ultimately responsible for pricing assets competitively, providing good pictures / videos, and answering sales calls which result in the sale of the asset. We certainly assist where we can with pricing suggestions, good media direction, and coaching sellers to be available for buyer's calls / emails. It is also important to note we charge 1 fee for the 5 week listing and this fee is incurred whether it runs for 1 day, 1 week, or 1 month as our sales staff explains before the initial billing. While we cannot guarantee any results the above is advised to the customer in order to get better results and calls. 
  
  No refund can be provided because as was explained to you multiple times by our customer service representatives there is no such thing as prorated rates with this service. You, the customer, made the choice to do a chargeback on your credit card despite being advised not to, which resulted in the account going to bad debt and ultimately being sent to collections after your choice to refuse to pay for the services provided.
  
  We hope to find you will give TruckPaper another chance to sell your next truck or trailer as we do for so many!
  
  Sincerely,
  
  Truck Paper and Sandhills Global Brands

• Initial Complaint

  Date:04/05/2023

  Type:Billing 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 talked to Will from truck paper and he indicated my two trucks would be advertised online and in their truck paper hard copy mail out version. As part of the fee of $*** Will indicated my add for my ************ bucket truck would be included on the website *************************** which was important to me because I was selling a bucket truck/crane. Below you will see the initial email from truckpaper:
  
  Russell,
  
  Thank you for choosing Truck Paper to list your equipment! Your card was charged $*** for each of the ads. I have already activated the online portion of the ad here (2019 ************ BUSINESS CLASS ** *** For Sale In ********* ******** | TruckPaper.com), (2020 **** *** For Sale In ********* ******** | TruckPaper.com) and I've attached a proof of the ad that will print for 4 weeks beginning with the 3/6 issue in the North Central print edition of Truck Paper. Your ad will print as shown in the attached proof. If you'd like to make changes, I must hear from you before the deadline of 3/6 by 3pm Please let me know if you have any questions.
  
  
  After I paid I looked for my add on ************** and it wasn't there. I called Will and he said sometimes they show up there and sometimes they don't. I paid truckpaper.com for a service I didn't receive and regarding that add. In addition, I received no calls back and not one person came to look at either truck as a result of the add I placed with truckpaper. I received one call from a sales person from somewhere who wanted to sell me more advertising saying he "had buyers" he would put me into contact with - I questioned him about who he was and it became clear to me it was some sort of scam. Because of the preceding issues I contacted Will and asked for a partial or full refund.
  
  After I requested a refund I received the following email back from truckpaper.com
  
  Hi Russell,
  
  I want to reach out to apologize that you haven’t received as much action as most people on our websites do. I can’t guarantee any calls but I certainly figured you would get more than you have received. I wish I could control how this process works and get you in front of the right buyers. Unfortunately it has been a pretty slow month selling equipment. We do our best to keep those advertising guys off our sights. Once a truck goes live on Truck Paper we are not allowed to give any refunds. It is a company rule and there’s no way of me getting your money back to you. It takes more time for other pieces to sell and can’t always be in the first month. I’m going to assume you don’t want to go another month with us and remove the listing that has been up for over a month. If that’s not the case you’re welcome to give me a call with my contacts below and I can keep it up. I sincerely hope your truck gets sold even if it’s not through Truck Paper.
  
  I paid $*** for a service I was promised and did not received (especially with regard to the *************** add and my ************ on being included on that website and no good reason why it wasn't included from Will at truckpaper. I received no calls or requests to see either of my trucks from truckpaper. I did sell the ************ on ******** ****** ***** from an add I placed with ******** and received numerous contacts back from interested parties inquiring about the truck from ******** ****** ***** - as I said, not one person called me or came to look at either of my vehicles.
  
  I sent Will at truck paper the following email in response to his unwillingness to work with me with regard to my billing adjustment.
  
  
  I was disappointed to read your response to say the least. I looked online for reviews on track paper from other customers. You may have seen the complaints on the Better Business Bureau website along with some other reviews. You can add my name to the list of disappointed customers.

  Customer Answer

  Date: 04/15/2023

  The manager contacted me by phone over a week ago because I told one of his employees I was dissatisfied with their services -  by phone.

  If I recall correctly, this happened the day after I submitted my complaint to your organization.  No mention was made by the manager to me of my complaint to the Better Business Bureau.  I was told he would not work with me in regard to adjusting my bill even though my ad was not included on the associated *************** website as promised for the fee I was charged And they weren't sure why Dad wasn't included.   Again, he said it was their policy not to give refunds or adjust billing. I was also told after I paid the money and I received no calls or interest for either one of the trucks I advertised with them that it wasn't unusual for medium sized tricks like mine not to get responses or interest back - they did not tell me this up front prior to or when I was placing the ad. It was made clear to me once again no adjustment to my billing would be made.  They offered to run the ad longer but I told them I'd received nothing but sales calls trying to sell me more advertising because of the ad I placed with them (calls trying to sell me advertising on top of advertising) to sell my trucks.  To iterate, I did not receive one call from one person interested in the sale of either one of my trucks for the money I paid them.

  I don't believe continued contact with them will produce any sort of resolution based on previous contact with them regarding this issue.  Of course if you have any suggestions I would be open to listening to them.

  

  Business Response

  Date: 04/19/2023

  Mr. Russell *******

  Your complaint has been reviewed and processed in accordance with our internal complaint procedures. ********* had multiple representatives and the manager contact you to resolve the matter over the span of two weeks. You have refused the proposed resolutions to cure this matter. Without admitting any fault or wrongdoing, we are considering this matter closed because you have indicated in your complaint that you no longer wish to continue any contact with *********. Thank you. 

   

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ********* Stated:

  "Mr. Russell *******
  Your complaint has been reviewed and processed in accordance with our internal complaint procedures. ********* had multiple representatives and the manager contact you to resolve the matter over the span of two weeks. You have refused the proposed resolutions to cure this matter. Without admitting any fault or wrongdoing, we are considering this matter closed because you have indicated in your complaint that you no longer wish to continue any contact with *********. Thank you. "

   

  My response is as follows:

  I communicated with Will *** and his manager only - does two people constitute "multiple representatives"... this is a bit of a stretch I think.  They proposed "their solution" but would not consider "my solution" or find any degree of middle ground.  They offered additional advertising time to compensate me for my $*** fee paid to them but neglected to take any accountability for my add not being placed in *************** -  I was told by Will *** it would be as part of my fee (Will *** claimed my add didn't migrate across to *************** but he wasn't sure why it didn't.  I pointed out Will *** informed me my payment to ********* would include placing the add in *************** and I didn't receive that part of the agreement - no compensation for services not delivered was offered in spite of this.  

  ********* response indicates "Without admitting any fault or wrongdoing, we are considering this matter closed because you have indicated in your complaint that you no longer wish to continue any contact with *********."  I take particular issue with this statement as it is false and misleading.  So ********* isn't admitting any fault or wrongdoing then adds they consider the matter closed and then they allege I "no longer no longer wish to continue any contact with *********."  The fact is, ********* offered additional advertising time as a proposed solution to this situation which I rejected and instead proposed they offer me a full or at least partial refund (I let them know I didn't see how more advertising time with them would produce anything positive as it has produced nothing to date along with their promise to include the add I placed with them on truckpaper.com on *************** as well. Notice how they do not comment on the *************** part of the agreement they made with me.  I checked with *************** and placing an additional ad on *************** would have added substantial cost to my advertising budget.  The bottom line here is that ********* didn't provide me with any advertising benefit as not one interested party contacte me.  ********* was also untruthful about the ad being automatically included on ***************  - it was NOT included as part of my fee as promised - and they made it abundantly clear they would only consider more advertising time as some form of compensation for services (not fully rendered) and would not offer a full or partial refund.  I have attached all email correspondence between Will *** and myself - please feel free to read it and determine for yourselves at the BBB if it was me who refused contact with ********* - you don't need to take my word about what transpired, it's all in the email thread that's attached.  It wasn't me that refused contact with *********, it was ********* that refused to work with me toward resolution via their "Once a truck goes live on truckpaper we are not allowed to give any refunds" policy.  As I said, please refer to the attached email content and determine for yourselves who is being truthful in this matter.

  Regards,

  Russell *******