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:08/22/2023

  Type:Service or Repair 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.

  I am a new Trucking Owner operator and I was told about the Sylectus / Omnitrac load boards since they supposedly specialize in box truck loads only. I spoke with a person named *********************** he told me he had about 700 loads a day coming out of Ny where Im based way more then the competitors sold me a dream because once I actually got access to the load boards was totally opposite of 700 loads a day more of about ****! Now I have a few other load boards which are ***** bucks a month, some free, and I can cancel at anytime no penalty my truck has been broken came across a very expensive repair so its been out of commission. Sylectus charges you $500 a month for one truck which is extremely expensive in the first place but for 700 loads a day it didnt sound like a bad deal at all. Since it was the opposite of 700 loads and my truck broke down I reached out to cancel my subscription and thats when ***** tells me its a yearly contract thats what you signed. The sad part is that was never stated not one time verbally which I feel is horrible business and they hold this $500 monthly payment over your head when the business itself is struggling, super unfair and bad business that should be stated verbally before anything for the customer so there not in the dark. Im already struggling to pay $1500 a month in truck insurance for a truck I cant use as well as this $500 monthly load board payment that is no use to me. And if you dont pay they threaten you with a collections this is horrible business its hard enough as it is to find people who do good business highly upset with this company and ***** for not doing his job correctly. I just want to cancel my subscription they have already took $2000 from me for nothing.

• Initial Complaint

  Date:08/01/2023

  Type:Billing 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.

  I have been trying to cancel my Omnitrans xrs units since 6/2022. When I informed them I was told there would be an ETF due to the contract not being up until 3/2023, which I agreed to at the time. Then they stopped communicating. I kept reaching out getting someone saying they would help never hearing back from them again. This continues even to this day. Now I'm being told ************ renewed in 3/2023 even though I have tried to cancel. I have even requested RMA's to return the units and have been told to wait. Now I'm being told I need to return them before anything can happen. I just wanted to cancel the units that I don't need.

• Initial Complaint

  Date:07/24/2023

  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.

  Recruiting rep lured us under the false pretense that we would be able to partner with brokers even though our company's Authority was fairly new just over 90 days. It was stated by the recruiting rep that anyone that is partnered with **************************** would be able to gain access to do business with the brokers which I was not able to do independently on my own. Upon joining the service this was completely false and we were advised by several brokers that they will not be able to set up nor send a carrier packet to set up as a carrier due to lack of age of Authority. ******* stated that the Authority age must be 6 months or 1 year depending on the broker. This was a major letdown as we were advised the complete opposite. I would like to cancel services due to false pretense and have initial monies refunded.

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair 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.

  Please find all of the information you request in the attached letter.

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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.

  During the sales call with the Omnitracs sales rep ******* on Friday, April 28, 2023, he was fully aware that I had not had my *** authority for more than 1 week. I have since learned that it is a well known fact (and that both ******* and my account rep are aware of this) that brokers don't work with new carriers that have their authority for less than 6 months (some have a 9 month policy and others even require a 12 month authority). Under these false pretenses to have me think that I could obtain work from the Omnitracs Sylectus load board I signed a 12 month ($403/month) contract with them. After taking their training session, watching their videos, sending multiple emails to hundreds of brokers introducing myself, spending a couple weeks begging brokers to give us a chance via phone and email, I asked to speak to leadership. May 12 was my first attempt to speak with management. I have since emailed and called my account representative a couple more times asking to speak with someone in management. Each time he says that he passes on the message but has also said that his management is also ignoring him.I am writing to terminate my contract with Sylectus, effective immediately.I signed the contract on Friday, April 28, 2023. However, Sylectus did not disclose the requirement that I needed to have a DOT authority in place for a minimum of 6 months before the brokers would work with me. This policy requirement was not included in the contract, and I was not made aware of it until after I signed the contract.As a result of this, I have not been able to use the services that I paid for under the contract. Therefore, I am requesting to have the account frozen until October 2023, at zero cost, or to be fully released from the contract.

• Initial Complaint

  Date:04/23/2023

  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.

  Quote# Q-****** I got a phone call from ************************* that morning on 03/30/2023 after I had already talk with someone and didn't see a fit for my company. He went on telling me that I could make so much money and so forth. I have a 16ft box truck with no lift gate and my truck is not dock high and stated that very clearly to him over the phone and that I only wanted to 50 miles radius and no longer than 300 miles load. I have been misled and under the impression that there were many loads coming out of ******* ** and the payments would be 99$ a month. I told him I would go over it with my wife at the time who is owner and during the trial I have not seen any loads that fits my truck. I called ************************* numerous of times and my calls were ignored. I finally got in touch with ***************** who is the account manager and he told me that I would not be able to get out of a contract that I was not aware off that would cost 400$ which I am a small company with 1 small truck and would not signed up to pay that amount.

  Business Response

  Date: 05/03/2023

  My name is *************************, and I am a Senior Paralegal for **************** LLC (Solera), and its North ******** subsidiaries including Omnitracs, LLC ("Omnitracs" or "Company", a wholly owned subsidiary of Solera) and responsible for assisting with the above referenced Case. The Company welcomes the opportunity to respond to Mr. ********** Case. On or about March 30, 2023, ********************** contacted Omnitracs to inquire about its Alliance VF product. The **************** Fleet system seamlessly integrates between carriers, which allows fleets to broker loads to partner carriers with ease. The system also provides the ability to enter orders, manage trips, and track loads in real time. The additional capability of automatic expected time of arrival calculations and automatic event notifications via email keeps shippers informed and eliminates the need for excessive phone calls. Fleet managers who need information wherever they are can also access all the information they need anywhere with internet access. Following the presentation of the product, ********************** signed a 12-month contract on March 30, 2023. See attached Exhibit A the contract. Section 9 Term and Termination specifically states: The above Initial Term will commence upon the Effective Date and will be automatically extended on a year-to-year basis (each, an Extended Term) unless terminated by either party through written notice to the other party no less than 90 days prior to the end of the then-current Initial Term or Extended Term. Additionally, the contract in Section 9 Effect of Early Termination states: You are required to maintain the Programs subscription(s) as applicable for the Term. Notwithstanding any other provision of the Contract, if a Program subscription is terminated for any reason other than a material breach by us, you must pay an Early Termination Fee, calculated as follows: the contracted Program subscription rate per subscription quantity multiplied by the number of subscriptions in your account as of the effective termination date multiplied by the number of months remaining in the Term (the Early Termination Fee). Early Termination Fees are liquidated damages, not a penalty, and are a part of our rates. A completed copy was sent to ********************** the same day. ********************** company, AKH Shop, LLC, was onboarded in the system within 48 hours and emails with system set up instructions and training ****** Holdings, LLC | ********************************************************************************* | solera.com videos were sent. The email specifically advises the customer that if they need any assistance to contact Customer Support. ********************** wrote in on April 7th, stating he could not see loads applicable to his truck. At this time, he was told he needed to fill in his profile and watch the training, which he said he would do. He started to complete the required information in the system but never took the training nor used the Companys tech support to ensure he was utilizing the system correctly. Sylectus requires the customers to build relationships with the numerous brokers in the area and to watch the boards throughout the day as loads become available every two minutes. By April 18, 2023, ********************** requested that we cancel his subscription because he still could not find any loads. It can take 2-3 months to build relationships and be more interactive with the system to see the loads. Finally, the Company has tried to work with this customer, but he is demanding a full refund of all money paid to date. The Company provided a service that the customer chose not to use and refused all offers of training. At this time, ********************** paid his $99.00 set-up fee. In the spirit of good will the Company is will to provide an early termination at a fee of $806.00. 

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because: As I stated the sales guy called me back after I had spoken with a woman the first time looking for a load board that fits my truck and we both came up that Sylectus is not a good fit. There employee ************************* called me after I denied the offer telling me everything I wanted to hear to get me to sign even ****** meet me to show loads I could be taken which was not true in my area. Never mentioned it will take months to get relations to get loads or I would never agreed he know that. He told me it was 155 loads that morning for my truck with no lift gate and not dock high. Also he said my truck would be listed as small straight on the loader board and I can make a lot of money. Never would I sign with one truck not fleet to waste monthly payments and insurance and no money coming in. Once I was on and started to put my information in I didnt understand because I was mislead to sign up with Sylectus. I call the account Manager ***************** who emailed me saying call for any questions so I did. He was very rude and told me it would be months before I see loads and my truck is a sprinter van and deal with. I dont have to deal with anything with my money. I tried to explain that Sylectus salesman has lied about everything to get me to sign. The salesman mention my truck can take 4 different loads for my truck which is false. Please understand your salesmen are crooks who just telling information to get commission. Im not giving my hard work money away. I have lost on the startup fee and not paying because I was lied. I would like to just end this agreement and I take a lost for the startup even though it was not my fault and I would think as I see why Sylectus has a F rating. I have wasted money and time because of a call back with misleading information and you want me to pay more. Please hire honest people. Also your accounts manager ***************** said its a third party who recruits companies and another rep says its not but at the end I shouldnt have to pay for bad business. This agreement is not for this company. Please be mindful and keep the startup fee but Im not responsible for anymore expenses. Cant believe you still want me to pay. Unacceptable.

  Customer Answer

  Date: 05/30/2023

  I have made numerous calls to get to higher management but they make it difficult to get to them. The only response is when I contacted BBB. This matter is simple if I could make money I would have no problem but as I explain the salesman ************************* who contacted me mislead me to think my truck could get all these runs which he act as if he was typing me zip code and said that it was 155 loads out of ******* that morning and even told me I would have plenty of runs everyday. Never did he mention that I would have to wait months to even get a load and I have to build relations with this board. I explained I only have one truck which is a 2017 GMC 16ft. box truck with no lift gate and not dock high. He insured me that Sylectus would be for my company so I went off his word. Now as soon as I agreed there was no more communication and I tried to contact him and no response and emailed him telling him this is not what I signed up for but no response. Then I get an email from ***************** who told me everything salesman ************************* told me is not correct and was very rude telling me my truck is consider as a sprinter van which I don't own, when I replied I have been misled and this is not a good fit for my company. I already wasted 99 dollars and now You think I'm going to pay a cancellation fee for your company scamming me out my money. The truth is I need to be refunded for all my troubles and this will end up a lawsuit. Your salesman told me my truck would be a small straight and could take 4 different types of loads on this board never mention how I would have to pay my insurance which is around **** and pay 400 to sylectus for months to build a relationships with companies and no guarantee I would get any then so as you see if you in the business to make money not lose money as it seems that's all Sylectus is about. Getting you to agree and then its s**** you.  No one would sign up for this starting off if they knew the truth. The woman who responded to this should have a heart to see if some one is going to make money it would not be no complaints but I see why they have a grade F. I hate he ever call me for me to start off like this with a company that's trying to take my money and see since I had agreed and found out the truth about Sylectus I haven't log in since day one. Stop trying to take my money for something that's not a fit for the company I work for. I was told a couple of times it would be cancelled but the emails keep coming from Sylectus and just received a call from Sylectus for a payment and never even use the board or made any money and you still want me to pay for nothing. Please just cancel my agreement as you see its not a good fit for the company and scam someone else. Stop trying to get money out me for getting scam to agree for this board. Just stop sending emails and dont call for payments for nothing. Simple. 

• Initial Complaint

  Date:04/06/2023

  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.

  On March 8, 2023 I spoke with a sales rep named ***** at Omnitracs about joining their Sylectus load board. He was very nice and gave me a lot of information about the different loads they had available. I excitedly signed the contract to join the load board soon after and was ready to begin my journey with the company. However, after almost a month on the Sylectus load board, I am questioning the authenticity of the information I was given prior to signing. I have come to the realization that I may have been baited in by false information concerning the work available in my state for my type of vehicle which is a cargo van. Prior to signing up I was told about many available loads by the rep. *** ones that particularly stood out to me were loads from MD to DC for cargo vans and all were listed for $500. Since signing up I haven't seen anything like those loads or others that were quoted and I believe I was given false information. I have inquired about the verification of the authenticity of the information given to me since I know the calls are recorded and they should have a way to compare what was quoted to me with the loads that were available at the time. To this point I have had no assistance from the company with this issue. I am extremely disappointed and I hope we are able to come to a resolution in this matter. *** contract doesn't seem to have been completed in good faith. *** rep said he was looking at the load board and was giving me loads that were currently there. This of course impacted my decision of joining this load board compared to others since these were the types of loads I was looking for. Misrepresentations that affect another party's decision related to a contract can void and in some cases allow the other party to seek damages. I am not sure if this is something they are encouraged to do to make a sale but it is not right and I would like for it to be addressed.

  Business Response

  Date: 05/03/2023

  My name is *************************, and I am a Senior Paralegal for **************** LLC (Solera), and its North ******** subsidiaries including Omnitracs, LLC ("Omnitracs" or "Company", a wholly owned subsidiary of Solera) and responsible for assisting with the above referenced Case. The Company welcomes the opportunity to respond to ************** Case. On or about March 8, 2023, ************** contacted Omnitracs to inquire about its Alliance VF product. The **************** Fleet system seamlessly integrates between carriers, which allows fleets to broker loads to partner carriers with ease. The system also provides the ability to enter orders, manage trips, and track loads in real time. The additional capability of automatic expected time of arrival calculations and automatic event notifications via email keeps shippers informed and eliminates the need for excessive phone calls. Fleet managers who need information wherever they are can also access all the information they need anywhere with internet access. Following the presentation of the product, ************** signed a 12-month contract on March 8, 2023. See attached Exhibit A the contract. Section 9 Term and Termination specifically states: The above Initial Term will commence upon the Effective Date and will be automatically extended on a year-to-year basis (each, an Extended Term) unless terminated by either party through written notice to the other party no less than 90 days prior to the end of the then-current Initial Term or Extended Term. Additionally, the contract in Section 9 Effect of Early Termination states: You are required to maintain the Programs subscription(s) as applicable for the Term. Notwithstanding any other provision of the Contract, if a Program subscription is terminated for any reason other than a material breach by us, you must pay an Early Termination Fee, calculated as follows: the contracted Program subscription rate per subscription quantity multiplied by the number of subscriptions in your account as of the effective termination date multiplied by the number of months remaining in the Term (the Early Termination Fee). Early Termination Fees are liquidated damages, not a penalty, and are a part of our rates. A completed copy was sent to ************** the same day. ************** company, AKH Shop, LLC, was onboarded in the system within 48 hours and emails with system set up instructions and training videos **************** LLC | ********************************************************************************** | solera.com were sent. The email specifically advises the customer that if they need any assistance to contact Customer Support. ************** started to complete the required information in the system and attended the weekly training and sent in an email for additional questions. ************** was frustrated that she was not getting any loads. This system requires the customers to build relationships with the numerous brokers in the area. By April 3, 2023, ************** requested that we cancel her subscription because find any loads. But it can take 2-3 months to build relationships to see the loads. Finally, the Company has tried to work with this customer, but she is demanding a full refund of all money paid to date. The Company provided a service that the customer chose not to use and refused all offers of training. At this time, ************** paid her $99.00 set-up fee. In the spirit of good will no further money is due, and her service has been cancelled.

  Customer Answer

  Date: 05/03/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/21/2023

  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 had entered in an agreement with Omnitracs for their ********** services Sylectus. The agreement for a year was supposed to be $503 total monthly and they started send me 2 bills one for $503 and other for $500. I contacted their customer service and I was told by one of the representatives that there was another account under mine with similar names and that's why they were invoicing me two different prices, which I did not pay waiting on their part for resolution. I spoke to ************************* Who was very willing to help and then the case was assigned to ************************ who never responded my emails and just sent me the bills again and didn't help on resolution. The service was interrupted as of September and they kept billing me until now. My company's credit has been affected for their mistake and no one has taken the responsibility to fix what was messed up in their end. I would like to get this straighten out and fixed on the billing and credit part. This is not professional and this is not good service. Trusting Omnitracs has messed my company's credit and ability for my workers to move.

  Business Response

  Date: 04/27/2023

  My name is *************************, and I am a Senior Paralegal for **************** LLC (Solera), and its North American subsidiaries including Omnitracs, LLC ("Omnitracs" or "Company", a wholly owned subsidiary of Solera) and responsible for assisting with the above referenced Case. The Company welcomes the opportunity to respond to Mr. ***** Case. ******************** complained of a double billing error. There was a glitch in the system which has been fixed. We have also removed the delinquencies and cleared up any credit related issues.

• Initial Complaint

  Date:03/20/2023

  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.

  Started doing business with Omnitracs in 2017 - went through many account managers, then ************************* was the longest but in March 2021 started receiving emails saying our units would become obsolete and ***** sent email 3/10/21 after Omnitracs did this same day saying our current lease would expire on 11/13/21 and a new contract would have to be signed. In October and November both of 2021 I tried contacting *****, then finally got email back from customer service saying we had a new account manager. *************************************. Contacted him to tell him we have decided not to extend services and that I wanted to return all 6 units. He got really ugly, then after continually trying to contact him to cancel services he told me I have to send a Letter of Official Notice of Business' Cancellation/Written Intent to Cancel - even though our Contract was expired. He would never give me an RMA# to return units (I even tried to open a case file and Omnitracs kept closing it, said I had to go through my account manager) so I returned them on 3/16/22 without a RMA. We paid in full the monthly bills through the end of February 2022 even though the units quit working. Omnitracs continues to send monthly bills even though I did everything I was told to do on the front end. I even left a message for someone in the ************ to call me, Billing called - I explained it all to the lady who called and she was supposed to have taken care of it - but I continue to get bills every month!! Once you start with them they will never let you stop even if you don't have their equipment, outdated equipment, or never even signed an updated contract. When ***** started we were supposed to be removed from the Automatic Contract roll over or Evergreen as many call it. This company is horrible absolutely horrible!

  Business Response

  Date: 04/17/2023

  My name is *************************, and I am a Senior Paralegal for **************** LLC (Solera), and
  its North American subsidiaries including Omnitracs, LLC ("Omnitracs" or "Company", a wholly owned
  subsidiary of Solera) and responsible for assisting with the above referenced Case. The Company welcomes
  the opportunity to respond to Ms. ********** ******************** began advising its customers as early as March 2021 that the equipment Ms.
  ********* leased was going to become obsolete as the telecommunication companies were discontinuing
  3G service and converting to 4G. While there is an obsolescence clause in the contract and it was incumbent
  upon the complainant to pay for the conversion to 4G, Omnitracs did offer to cancel the contract. The
  customer chose to cancel its contract and return the equipment. I have confirmed that no further money is
  due, and her service has been cancelled.
  Sincerely,
  ****************************
  *************************
  Senior Paralegal
  

  Customer Answer

  Date: 05/03/2023

  This Monthly Lease Bill is Proof that they did NOT in fact cancel my lease as requested.  They continue to send monthly lease bills.  I wanted to wait before replying to see if the billing would stop per the Reply sent from Solra-Omnitracs, and it has not!   I delete them and had added them to my Spam so I didn't have the most recent to send for proof.  I had a feeling it would not be solved!  Nothing ever is with them.

   

  Customer Answer

  Date: 05/05/2023

  I am rejecting this response because:   This Monthly Lease Bill is Proof that they did NOT in fact cancel my lease as requested.  They continue to send monthly lease bills.  I wanted to wait before replying to see if the billing would stop per the Reply sent from Solra-Omnitracs, and it has not!   I delete them and had added them to my Spam so I didn't have the most recent to send for proof.  I had a feeling it would not be solved!  Nothing ever is with them.

• Initial Complaint

  Date:01/24/2023

  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.

  The company set up the account under false pretenses. They charged me monthly for services that were not provided and when I tried to cancel, they refused. False advertising, total rip off.

  Business Response

  Date: 02/08/2023

  Dispute resolution Department:
  
  
  
  I am in receipt of the above referenced complaint. I am investigating complainant's issue. The person who actually spoke with complainant is out of office until 2/13/2023. I would respectfully request an extension until 2/17/2023 to respond to the complaint.
  
  
  
  Please respond to this email to advise if this is approved.
  
  
  
  Regards,
  
  
  
  ****************************
  
  ************** Paralegal ******** ****************

  Business Response

  Date: 02/15/2023

  Re: BBB Complaint - ******** (the "*********************************************** v. Omnitracs, LLC.)
  Dispute Resolution Department,
  My name is *************************, and I am a Senior Paralegal for **************** LLC ("Solera"), and
  it's North American subsidiaries including Omnitracs, LLC ("Omnitracs" or "Company", a wholly owned
  subsidiary of Solera) and responsible for assisting with the above referenced Case. The Company welcomes
  the opportunity to respond to **************************** Case as it denies misrepresenting the product or the service.
  On or about August 22, 2022, ************************ contacted Omnitracs to inquire about its Alliance
  VF product. The Alliance Virtual Fleet system seamlessly integrates between carriers, which allows fleets
  to broker loads to partner carriers with ease. The system also provides the ability to enter orders, manage
  trips, and track loads in real time. The additional capability of automatic expected time of arrival
  calculations and automatic event notifications via email keeps shippers informed and eliminates the need
  for excessive phone calls. Fleet managers who need information wherever they are can also access all the
  information they need anywhere with internet access.
  Following the presentation of the product, ************************ signed a 12-month contract on August
  22, 2022. See attached Exhibit A - the contract. Section 9 Term and Termination specifically states:
  "The above "Initial Term" will commence upon the Effective Date and will be
  automatically extended on a year-to-year basis (each, an "Extended Term") unless
  terminated by either party through written notice to the other party no less than 90 days
  prior to the end of the then-current Initial Term or Extended Term.
  Additionally, the contract in Section 9 Effect of Early Termination states:
  "You are required to maintain the Programs subscription(s) as applicable for the Term.
  Notwithstanding any other provision of the Contract, if a Program subscription is
  terminated for any reason other than a material breach by us, you must pay an Early
  Termination Fee, calculated as follows: the contracted Program subscription rate per
  subscription quantity multiplied by the number of subscriptions in your account as of the
  effective termination date multiplied by the number of months remaining in the Term (the
  "Early Termination Fee"). Early Termination Fees are liquidated damages, not a penalty,
  and are a part of our rates."
  The contract was e-signed on 8/22/2022 and a completed copy sent to ************************ the same
  day. **************************** company Any State Transport, LLC was onboarded in the system within 48 hours
  and emails with system set up instructions and training videos were sent. The email specifically advises
  the customer that if they need any assistance to contact Customer Support. ************************ never contacted**************** LLC ********************************************************************************** solera.com
  Customer Support until 12/13/2022, four months after acquiring the system. Customer Support returned
  her call within 2 hours of receiving her call. She requested that the contract be canceled because she was
  unable to book a load. ************************ was advised that there was a penalty for early termination as per
  the contract and offered individualized training to help her use the system. ************************ declined
  additional training and ended the call.
  ************************ then did not contact Customer Support until 1/13/2023, again requesting
  termination of her account. Speaking to the same person, she was offered the early termination option and
  provided the calculation. She declined this offer. On 1/17/2023, the Company received the following email from ************************:
  "I am closing the business as of 12/31/2022 and have the truck for sale. I can't use your
  program nor have I EVER used it because it is impossible to speak to a human being. This
  is a total rip off. I am hoping to get this resolved peacefully. I can't keep paying for service
  that I am not getting. Please try to understand and work with me. If there is a
  manager/supervisor that I can speak to, please forward my email or send me the number to
  call. ********************************* ************"
  Finally, ************************ was offered a one month buy out in the spirit of customer good will. The
  Company has tried to work with this customer, but she is demanding a full refund of all money paid to date.
  The Company provided a service that the customer chose not to use and refused all offers of training. At
  this time, ************************ is paid through 12/31/2022. No further moneys are due, and her service has been
  cancelled.
  Sincerely,
  ****************************
  *************************
  Senior Paralegal
  See Attachment/File: AdditionalInfo-Business.pdf