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

  
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  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:07/25/2023

  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.

  7/14/2023 I was doing factoring with this company but got in to accident and left a balance for 4 months after I got better and reopened my business and started all over I looked for them and made agreement to take 50% of invoices things didnt go as plan since my MC# started like new company again i couldnt work with the old brokers so I started find way to get loads and work On July 14 2023 I called otr and spoke with katty because I filed invoices and asked her if she can just take 200 for that invoice she agreed but broker didnt confirm that the load was delivered On Monday 17 2023 I called again and the summer account manager answered and I explained her the situation and we had miscommunication after that she agreed to lower from 50% to 30% Next day she told she will hold the invoices changing everything and if I invoice more she will release the ones I already invoiced and got approved and she also told me that she can give me fuel advance I said ok on Wednesday delivered the others loads and asked if she can pay me now and add the 30% to the balance and all sudden things changed she said she wont pay me and if I can find another company to factor Dont trust on this ppl they will change their mind if you tell the truth they take things personal not professional at all They dont keep their word make them as not trust company to work with stay away from them I made a review in BBB first and summer called and telling me if I remove that review she will waived my early termination fee so I can move to different factoring company I agreed so I can saved that money but I feel like they took advantage Now cant continue because they broke they word as take 30% from my invoices and Im not able to pay my business insurance and continue with the business Again stay away from this company they wont care about small business Now I understand why their rating falling I guess she will try to contact me again to extortion me and try to delete this complaint

  Business Response

  Date: 08/30/2023

  These situations are never easy to deal with, and in most cases, the carrier isn't the primary party at fault for the issue. When situations arise that require a significant amount paid back due to an issue with a factored load we focus on recouping the funds with as little impact to our client as possible. This is not something we have to do, but want to do as we see the relationship in the long term. However, the only way these situations can be resolved is when both sides cooperate. In this scenario, the debt was left for 4 months without communication or attempt from the other side to correct the debt. On return, instead of requiring full up front payment for the amount owed, we offered the client the opportunity to pay back the amount over time from their factored invoices. 

  The dispute is not about how we do business, but a disagreement in the portion of each invoice we were willing to fund the client. If we had not been left with a debt for months, the situation would have had an entirely different outcome and would have been more in line with what the client was asking. 

  We do not like dealing with these situations, either, and our operations process makes every effort to prevent them from happening. We wish the client luck with their business and enjoyed our time working with them. 

• Initial Complaint

  Date:07/14/2023

  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 spoke to this company's (OTR Solutions) gent over the phone to start factoring my invoices that I get from my customers providing shipping or trucking services. The company's service is facoring which means to issue immediate fund for the invoices I get from my customers. As I spoke with this company's employees/agent on the phone, there was no termination fee and a bunch hidden things including putting lien on my business that I later found that they included in the contract. The way it happened was we spoke on the phone and they sent several pages of contract and urged me to sign. Then I signed. However, I figured out few days later that this business sent several pages (I think about 17 ) of contract contrary to how its agents explained on the phone and urged me to sign the contract. The contract was signed based on trust or conversation over the phone ; not reading all those pages . Later within about three days, I found out that they included thousands of termination fee for the factoring service. The nice thing is I never started foctoring with them yet. Then I immediately sent cancellation email before I start any further business relation with this company due to the termination fee and other unnecessary articles included in the contract. In other words, I have never submitted a single invoice for factoring. However, this company (OTR solutions) is trying to use the deceptive contract as an extortion to start factoring my invoices with it. I said No. Then They put lien on my business. Imagine I have no any obligation to do a business with them under a condition. I woudn't have signed the contract if they hadn't have lied over the phone and sent other thing in the contract. I just said, I will not sale my invoices to them for 3% commission. In short, the business used an agent who tell lie over the phone and send several pages of contract and later use that contract to force me to start factoring my own invoice or my own hard earned money with them for a commision. There is No risk I paused to this company or there is no any money I borrowed money from them. I just said I won't do a business with them under such conditions. Finally, the company went further to put UCC lien on my business. Now this business is asking me to pay $500 termination fee because I don't want to start doing business with them. That is a combination deceptive business practice started by lying over the phone and later combined with extortion using a deceptively signed contract.

  Business Response

  Date: 09/19/2023

  I would first like to start off by saying OTR Solutions apologizes for any miscommunication or for the appearance of withholding information during the sign up process for our factoring service. This was by no means intended and is being addressed internally so the representatives handling this conversation, and our new customer team as a whole, are clear on what is involved when signing up with a factoring company. As a result of the feedback, OTR issued a release letter and terminated the *** filing in question allowing the carrier to seek other factoring options. 

  Although the situation is now resolved and OTR has fully complied with the carrier's requests, it is important to note that none of the items referenced in the complaint are unique to OTR. All factoring providers, including the provider who requested the provided letter of release and *** termination, file the same *** lien upon signature of the factoring contract. *** filings secure the accounts receivable asset a factor purchases from the client and are required in order to complete the purchase. Filling **** and completing underwriting processes associated with a new account setup are not free, and seeing that the signature of a factoring contract is a sign of commitment to the service, OTR Solutions incurs these costs at no expense to the client. Like the other provider referenced in this situation, a fee is charged to cover these costs if a termination is requested before any invoices are factored. 

  This response is in no way placing blame or ignoring the fact that some requirements associated with using a factoring service were not clearly communicated up front, but is intended to clarify that the *** lien filed (and now terminated) has been filed by the new factoring provider (otherwise they wouldn't have checked for ours and it wouldn't have been an issue setting up with the other company) and that our $500 termination fee is lower than 90% of our competitors.

  Again, we apologize for the inconvenience and we wish you luck with your new operation. If we can ever be of assistance again in the future please do not hesitate to contact us. 

  Customer Answer

  Date: 09/23/2023

  While I truly appreciate ***'s recent move to terminate the filed UCC1, the $500 termination fee was asked for a contract terminated days later after realizing the content of the contract which contrary to what we were communicated on the phone with their agent. Regardless of what most factoring companies do file UCC1, We still don't believe and accept filing UCC1 for a contract canceled within day's WITHOUT factoring a single invoice. Lien is if someone took an asset or potentially poses a threat to one's asset. Our case is totally different. we never started service or took any asset other than talking to their agent who gave us misleading or false information about the service contract f that warrants the *** for *** to put lien on our business. There has been signs of extortion to continue factoring even after cancellation. Therefore, we don't believe in paying the $500 termination fee.

   

  Our claim will be satisfied after we will be verifying that there will be no the $500 termination fee, and the UCC1 lien is totally removed. I think The ***'s current measure is appreciative and we will give another update soon on this matter once we verified the lien is removed and no any termination fee. 

  Business Response

  Date: 10/09/2023

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

  This response is to confirm your requests for complete termination of the UCC1 filing and issuance of a Letter of Release have been completed with confirmation of each sent to your email. Full termination and release have been provided without penalty or $500 fee as of September 19th, 2023. UCC3 termination filing (filing name for the termination of a UCC1 filing) and release letter were sent to your email prior to this date. If you did not receive this, or would like to request again, please contact ********************* at ************************************************. 

  If there are any other issue please do not hesitate to reach out, your account is closed and terminated. We wish you luck in your business and if there's anything OTR can do for you in the future please let us know. 

  Thank you,

  OTR Solutions Support

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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 use OTR Solutions to factor invoices and get paid by companies that I work with. I submitted an invoice this morning to get paid, they tell me that because my MC/*** authority is now inactive that they will not pay, even though my authority was active when I did the work for this specific invoice. I am a client of ***'s and have a contract that they are refusing to honor.

  Business Response

  Date: 06/13/2023

  We have contacted the carrier and provided a resolution.

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/17/2023

  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.

  OTR SOLUTIONS is my factoring company for castle freight inc,mc ******.they paid less $250 dollars on may 4,2023 for invoice number CASFI-57 saying one broker paid less.i am in contract with them as non recourse factoring.meaning that they can not deduct any money from my side even if they get paid less from brokers authorized by otr solutions.even though they deduct my money.please help me to get my money back.they deducted twice without notifying me.then i called and they agree to return one and not the other one.my account manager is summer sandusky for otr solutions account.

  Business Response

  Date: 06/06/2023

  Dear Customer,
  
  Thank you for bringing the issue to our attention. We apologize for the inconvenience caused. We understand that you are in a non-recourse factoring contract with **, which means that any deductions made from your side should not occur, even if we receive less payment from brokers authorized by OTR Solutions. We apologize for any miscommunication or error that led to the deduction of funds from your account without prior notification. We have taken immediate action to rectify the situation, and we are happy to inform you that the deduction made in error will be refunded to your account. We appreciate your understanding in this matter.
  
  If you have any further questions or concerns, please feel free to reach out to us directly. We value your business and are committed to providing you with excellent service.
  
  Best regards,
  
  OTR Solutions

• Initial Complaint

  Date:10/25/2022

  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.

  In September 2022 I applied for factoring with their company. They were unable to offer factoring due to the fact that the company who referred me to them owed them money. This did not make any sense to me because my company was new and had never done business with them before. Despite this I said no problem I will find another company who can factor for my business. One month later I attempted to sign up with a new factoring company however was stopped because *** filed a *** on my company for the other companies debt. I contacted them many times via phone and email to inform them that this was a fraudulent filing as the other company only referred us and was not the same as our company. After several phone calls and emails they have refused to remove the *** or offer a *** removal letter so that I can seek factoring somewhere else. Again I emphasize that I never worked with the company and had never factored one load. Also the referring company had no association with my company. The companies have two different sets of owners and simply told us to use OTR because they have been good overall. The new factoring company I am working with reported that this is a usual tactic for OTR, if you want to change companies at any time they refuse to give a *** release as they figure you will just give up and start to factor again with their company. This is very unethical practice.

  Business Response

  Date: 11/16/2022

  We worked with ******* to issue a to provide her with a release letter to ensure a smooth transition to a new service provider. This matter has since been resolved.