Complaints

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

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  OTR Solutions

  1000 Holcomb Woods Pkwy Suite 315A Roswell, GA 30076-2575

  
• 

  OTR Solutions

  2460 W 26th Ave Denver, CO 80211-5308

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:07/31/2024

  Type:Product 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 signed up for a trial with this factoring company. During the trial I requested to cancel multiple times and was ignored. Also, they opened bank accounts under my business without my knowledge. I have multiple text and emails requesting to cancel that were ignored. Now they are saying I am responsible to pay a termination fee. This is unfair and unethical business practices. The process and terms were not explained to me. I can attach the exchanges for proof.

  Business Response

  Date: 08/09/2024

  Good afternoon,

  OTR Solutions does not provide trials, and all terms are listed on the agreement that was signed by your company. ******************* is the Sales Manager that you can reach out to if you have any further questions. 

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 22070850
  
  I am rejecting this response because: The sales *** did say I had a 7-day trial period. This response is false, and I cannot believe they lied to gain my business under false pretenses.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/19/2024

  Good morning,

  Per our Sales VP, they were able to get in touch with you last week to discuss next steps. Please reach out to ******************* if you have any further questions. Thank you! 

  Customer Answer

  Date: 08/19/2024

   
  Better Business Bureau:
  
  They have agreed to release me from the contract, pending process. Thank you.

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

• Initial Complaint

  Date:07/30/2024

  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.

  I factored invoices with this company starting in October of 2021 and fulfilled my 12month commitment as per the terms of the agreement. After the 12month agreement was over I have emailed and called the company in order to get a letter of release. The company representatives say my account has been marked inactive, but the company still won't send out a letter of release to any brokers that I request. I've submitted several written request to several representatives, but no one will respond. I've made several calls to the company and still cannot get a letter of release. It seems very difficult to get released from this company once you're signed up. I don't have any outstanding debts that would be causing them not to send a letter of release.

  Business Response

  Date: 07/30/2024

  Good afternoon, we have contacted the client and issue has been resolved. If there are any further questions, please reach out to me directly. Thank you! 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22063980
  
  I am rejecting this response because: The situation has not been fully resolved. The business has reached out to us and said they would send out the letter of release, but as of now the process has not been completed. As soon as I get confirmation that the proper document has been received by the other party, I can then say the matter has been resolved.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/02/2024

  Good morning, The Letter of Release was sent to *************** yesterday with the full company name and MC#. Please let us know if you have any questions. 

• Initial Complaint

  Date:07/19/2024

  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.

  *********************** has been involved with my account since day one. *** has refused to do business with my company after we have a signed agreement and refuses to provide a letter of release so I can factor with another company. We are being asked to pay $125 in order to be provided with a letter of release. We did not terminate our agreement OTR did. And now is demanding us to pay $125 in order for us to take our business elsewhere. This has prevented our company from invoicing and has put a huge stop to our operations. *** has decided not to continue our relationship which is just fine with me, but since they have made the decision not to do business with my company why would they still renew a contract and keep my company tied to them. I did not breach our agreement they have by not providing services that was agreed upon in our contract originally. They refuse to provide a letter of release unless I pay $125 to cancel a UCC that they filed why would I have to pay if they canceled to contract and not me. It was their decision not to do business with my company but will not release us until I pay $125 This seems like blackmail to me!! Do yourself a favor and do not use ANY FACTORING COMPANY!!

  Business Response

  Date: 07/22/2024

  Good morning,

  ***************************** with Hydra-Tech Logistics LLC (MC-1388024) owed OTR Solutions a balance and was sent to our ****************** twice. This client failed to communicate with us and left us with a balance and is now demanding a Letter of Release. Per our factoring agreement, you are still under contract with us. Instead of charging $2,500 for the termination fee, we are requiring $125 to terminate the *** Filing as we will not be covering that cost. This has been explained to your company many times. If you would like to be released, please make the payment online. 

• Initial Complaint

  Date:06/24/2024

  Type:Product 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.

  OTR Solutions, and specifically the Corporate Accounts Receivable Manager, *******************, are engaging in discriminatory practices in violation of the Americans with ***************************** refuses to work with autistic people.Scenario: *** sends a ton of emails wanting us to confirm that we accept electronic signatures. We do and we've told them as much, not to mention the case law precedent takes this out of our hands. There is already legal precedent in the freight industry to accept electronic signatures. What *** is doing amounts to email spam and harassment. We've asked them multiple times to stop doing this and to simply email an invoice, but they refuse to be logical.More to the point, they refuse to offer reasonable accommodations when informed of the disability of our accounts payable rep. *** insists on superfluous email confirmations which are overloading our autistic representative to the point of being forced to politely request that *** auto-approve our electronically signed ***** of Lading, in the event no other issues are present.But ******************* chose to make this simple business logic issue an interpersonal issue instead. ***** chose to discriminate against us on the basis of his hatred of autistic people and their specific traits which he finds distasteful. ***** is aware that the representative in question is both extremely hard of hearing and autistic, but that does not apparently matter to him or to ***.They will only do business with neurotypical people, but not autistic folks. If this demonstrably illegal behavior continues, *** will catch a civil rights case.

  Business Response

  Date: 06/25/2024

  We are in receipt of the below complaint and, per our discussion, have reached a suitable resolution for all parties involved. 

  Customer Answer

  Date: 06/25/2024

   
  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:06/11/2024

  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 have a fuel card with this company and I have requested it be canceled only to be ignored and it not followed through on. It's a simple task that has not been handle. I will not pay anymore fees to this company for the fuel card and if necessary will seek advice from my attorney. We have received the worst customer service and account management from *****************. We would like his supervisor involved. Thank you. Next we will go to the federal trade commission as well about the fees we were not notified about.

  Business Response

  Date: 06/12/2024

  Good morning,

  Our team has reached out to your company and the issue has been resolved. If you have any further questions, please reach out to us at ************ and ask for your Account Manager. Thank you! 

• Initial Complaint

  Date:04/08/2024

  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.

  OTR Solutions has broke the contract they have with me and yet they keep the check that was cashed by them made out in my name and say it has to be 5 days before I can get it. But yet a week ago the lady *** told me she would release it right then . They do not tell the truth

  Business Response

  Date: 04/15/2024

  ************,

  An Operations Manager will be reaching out to discuss your account. Thank you. 

  Customer Answer

  Date: 04/19/2024

   
  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,
  
  *********************

  Customer Answer

  Date: 05/10/2024

  I have been informed by OTR that they wanted to break my contract ,because they would not cash a invoice from another company I worked for. But now they have keep my check and cashed it and I waited 8 days for it. Now there saying they don't want out of the contract because of a issue with a company they are in partnership with that is claiming I damaged a car I moved for them which they have no evidence I did ,only them accising me. So OTR is holding a check for 800$ from another company untill I pay the1900 $ damage that am being accused of. OTR has also been charging me fees for all my invoices but yet they say in there online ad they don't charge fees. I have evidence showing they wouldn't cash my invoice but then turned around and cashed it in my name . I want my money and out of this contract as they have promised me

  
  

  Business Response

  Date: 05/13/2024

  OTR has not broken any contracts. You have a claim on your account with RCG Logistics LLC that has all receivables on hold. You have not provided support to help us fight the claim on your behalf. Therefore, we have to charge the freight back.We are not holding payments. If you would like to discuss this further, you can speak to our VP of Legal Affairs, *********************, as the comments you are making are incorrect. Carrier success remains out utmost priority and our business decisions always err on the side of our clients best interest. 

• Initial Complaint

  Date:10/26/2023

  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.

  Signed with OTR after I signed a contract to do business with another factoring company. I was given an account with OTR and submitted loads, however OTR has not paid me and is saying that I owe them money from a diffrent account. They will not respond to my communications asking what I owe. I asked to terminate this account, and am given no reponse. To date OTR has not paid anything to me and I wish to terminate my *** filing so I can run my business. Also the *** filing from my first factoring company was filed first. Please respond to me so we can settle any debts owed and I can continue running my business. Thank you

  Business Response

  Date: 11/07/2023

  Good morning,

  We have been trying to reach you regarding a $30K balance due that has not been resolved. Please call us as soon as possible to make a payment. You can reach out to ******************* at ************. Thank you. 

   

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20786740
  
  I am rejecting this response because:

  I have my lawyer please contact my attorney *************************; **************. He wrote you email and left message for you. 

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

  Business Response

  Date: 11/13/2023

  ****,

  I apologize for the delay in getting back to you on your most recent response. The message has been communicated to our customer support team and they should be coordinating through the information provided by the attorney. If there any other issues or items to resolve in the process please do not hesitate to reach back out. 

  Thank you,

  OTR Solutions

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20786740
  
  I am rejecting this response because:
  

  Please contact my lawyer he tried to contact OTR many times but never got response. Please sent response to my lawyer ******* @******************. 

  Thank you 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/11/2023

  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.

  As an independent truck driver with my own authority, the financial stability of my operation is paramount. It is disheartening to inform you that OTR Solutions has repeatedly failed to fulfill its obligations, causing significant financial strain and putting my livelihood at risk.The chronic delays and occasional non-payment of funds have forced me into precarious situations where I struggle to meet my insurance, truck payment, and fuel expenses. This, in turn, has resulted in the loss of valuable contracts with reputable companies, tarnishing my reputation and hindering future business prospects.OTR lackadaisical approach to rectifying these issues has reached a breaking point. I am left with no choice but to explore legal action against the stated company for the immense distress and financial hardship it has caused me. I am a paying customer *********** timely, efficient services, which I have been consistently denied.Furthermore, the recent incident involving our account being hacked and the subsequent loss of $3500 further compounds my grievances. I implore OTR to take immediate action to address these matters and provide the resolution I rightfully deserve. The situation is taking an overwhelming toll on my business and my well-being.

  Business Response

  Date: 11/14/2023

  *********,

  I apologize for not submitting a response to you before now, it is my understanding that our operations team has already been in contact with you to address your concerns and issues. If not, please reach out to our Director of Operations, *********************** at ********************* at any time. 

  Thank you,

  OTR Solutions

  Customer Answer

  Date: 11/15/2023

  I hope this letter finds you well. I am writing to express my deep concern and frustration regarding the lack of progress and communication in relation to the scam incident that occurred four months ago. As a client of OTR, I had anticipated a more efficient and responsive resolution to this matter, given the assurances provided during our previous interactions.
  
  I reported the scam incident to your organization, and since then, there has been a notable absence of updates or information on the progress of the investigation. Despite the assurance that I would be promptly informed once there were any developments, I regret to inform you that neither emails nor phone calls have been received to apprise me of the situation.
  
  Furthermore, last week, I received a call from someone at OTR; however, upon answering, I encountered an unsettling silence, with no one on the other end of the line. This lack of communication and apparent disorganization is disconcerting, particularly considering the gravity of the situation and the impact it has had on my confidence in the services provided by your organization.
  
  In summary, the current state of affairs leaves me with the impression that there has been no meaningful effort towards the resolution of this problem. I believe it is imperative to emphasize the urgency of this matter and request a comprehensive update on the steps taken to address the scam incident. Additionally, I kindly request clarification on the recent phone call where no communication occurred, as such instances only serve to exacerbate my concerns.
  
  Your immediate attention to this matter is crucial, and I look forward to a resolution that addresses both the concerns raised and the need for transparent communication throughout the resolution process.
  
  We hereby formally request again the full payment of $3,525.13. Please treat this matter with the urgency it requires. We anticipate your prompt attention to this demand and the timely settlement of the outstanding amount.

  Business Response

  Date: 12/21/2023

  Better Business Bureau:

  We are rejecting the offer of Mediation for complaint ID ********.

  OTR Solutions

  Business Response

  Date: 01/25/2024

  To whom it may concern,

  OTR's response to the arbitration agreement is attached. OTR retains all rights and remedies and defenses under law. *** asserts that ************************************* does not have the requisite standing to pursue a remedy through the BBB. Under the Receivables Purchase and Security Agreement ("****")  entered into between the parties, attached for reference, the exclusive venue and jurisdiction for all disputes arising under the Agreement shall be the state and federal courts located in Fulton County, *******. Additionally, by entering into the Buy-Out Agreement, attached for reference, ******************* agreed to indemnify and forever release OTR from any liability or cause of action arising under the **** or Buy-Out Agreement. 

  Notwithstanding the foregoing, *** has responded to this complaint in order to maintain its member in good standing status with the BBB. 

• Initial Complaint

  Date:10/11/2023

  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.

  A year ago I was approved to factor my invoices through OTR Capital ( now OTR Solutions ) . I received several nice emails from employees that were eagerly wanting to help me submit invoices. I instead did Amazon because I was new at driving the truck and had gotten comfortable running loads with them. Fast forwarded a year later, now Im ready to do OTR. I did my load and went back to the emails and noticed the link for instructing me how to submit the invoice was no longer available. I called OTR solutions and the young man said I was denied. He said it was because either a criminal pass ( which I have none oh wait I caught a fish that was too small thats all ) or I have bad credit . Well thats a 780 and they advertise they dont check personal or business credit. So I called another young lady and she said all I had to do was update my paperwork . So she connected me with another gentleman and we started the process again. I gave him everything he asked for then nothing. I called and called and called until my mentor stepped in and emailed his connection and then thats when I got response 6 days later saying I was denied. I dont know why they denied me . Nothing has changed but a mailing address. Furthermore no one was gonna return my call if it hadnt been for my mentor taking the time to send an email. My question still stands if I have never used this company for factoring , how am I declined when nothing has changed? What was the deciding factor ? Just trying to find out going forward to other factoring companies.

  Business Response

  Date: 11/13/2023

  ********,

  I apologize for the delay in getting back to you on this complaint. It is my understanding that you had been contacted outside of this channel but if that is not the case and you need more information after this response, please use the contact information at the bottom to get in touch. 

  OTR Solutions is constantly adjusting and updating our underwriting requirements for new factoring applications in accordance to our terms and conditions and financial institutions who back us. These changes require us to re-run any application after a 90 day period if no invoices had been factored. This standard practice usually results in no changes from the first application but in some unfortunate cases, it does. When evaluating an application we check on several levels of both the business and its owners to identity any potential risks that future receivables could face if a factoring engagement had moved forward. These include but are not limited to previous bankruptcies of an individual or related businesses, liens or judgements on the individual or related businesses, and debts or judgements on the same parties to name a few. 

  I confirmed that there are no liens or filings in relation to your application with us so you are completely free and able to chose another factoring company to fulfil your cashflow needs. Again, I am so sorry that it came to this decision and how it changed after the fact. It is not our intent or wish to put people in that situation but I hope that other service providers are able to provide you with similar services you were looking to OTR to provide. 

  If you have any questions please reach out to ************************* at OTR Solutions by calling **************.

  Thank you,

  OTR Solutions

• Initial Complaint

  Date:09/25/2023

  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.

  We have been working with OTR for more than 10 years, with 2 different companies that Ive owned (************** Solutions and 4J *************** LLC). In the years that weve been doing business together with 4J *************** LLC (around 3 years) weve factor more than $2.5 Million dollars. The relationship has been great all over the years until now. In 2023 our business model changed and we are now working with ONLY ONE customer which is 95% of our company income, unfortunately this customer IS NOT approved by **********************, this means that we slowly stopped doing factoring with OTR for this reason. At first we talked to our account executive to see if our new customer was approved by them (this was exactly March 2023). Since then our factoring has dropped $10K per month until now July $0K. Weve been trying to terminate the relationship doing what our representative is asking for, a termination letter 90 days in advance BUT he is also asking for a terminantion fee of $22,000. dollars. Also he just renew our contract (WITHOUT OUR CONSENT since he knows that we CANT work with OTR anymore, which is obvious by our previous request on approving this new customer and our "bearish" factoring throught out the months). OTR is holding us without any reason and they are only affecting our company cash flow. At the moment we just want to terminate in a good manner the business between OTR and 4J *************** LLC, maybe in the future we can continue to work together with other companys that we own.

  Business Response

  Date: 10/04/2023

  First, I would like to say that we are unable to put into words how appreciative we are of your business over the last 10 years and have truly enjoyed working with you. We completely understand the situation behind your wish to terminate initially because of the primary customer we were no longer able to approve. 

  We have no excuse for the events that occurred more recently regarding the termination request as they are in no way standard practice or policy for handling situations involving non-approval of customer's primary clients. The miscommunication internally that prompted the termination fee response is not acceptable and I hope that we can rely on your experience with OTR over the last 10 years to know that this is in no way normal.

  One of our senior operations managers has reached out to remedy the situation and let you know that we will be issuing the termination notice without penalty or fees. If you could please call them back when you get a chance at ************** we can wrap everything up and finally put an end to this unfortunate situation.