Complaints

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

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  Truckstop.com

  222 N Plymouth Ave New Plymouth, ID 83655-5532

• 

  Truckstop.com

  PO Box 99 New Plymouth, ID 83655-0099

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2024

  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.

  We subscribed to their load board and factoring service around November 2023. This is a service that I pay for as a truck driver to get paid quicker in exchange for a fee. They do not pay out until all conditions are satisfied. If there is any error with the paperwork, they send it back for corrections. I factored a load for REMOVEDTransportation on April 17th, it never came back for corrections, as they had the documentation that they needed. The $600 rate was paid to us by Truckstop factoring. It was not until I tried to cancel my factoring subscription in late REMOVEDdid I learn they had an issue with the paperwork for this load. We asked them what they needed, they sent us a list of documents needed, we replied with those are the original documents sent to get factored the in the first place. Truckstop factoring's response was that we needed to resend them in PDF form, in which we did. In this short exchange, the $600 claim was sent to Truckstop Factoring's internal collections department. Shortly after submitting the documents in PDF form, we were notified that REMOVEDwill pay for the load that was factored. Now Truckstop won't release me from their factoring until the $600 is paid and $200 is paid to their internal collections department. This is an error on their end, we submitted all required documents when we factored the load with Truckstop, they approved the documents and paid for the factored load. We want them to release us and remove any fees. They confirmed they will be getting the money from REMOVEDtransportation on Aug. 23, 2024. We satisfied our end of our agreement with Truckstop, they created an issue when we wanted to cancel.

  Business Response

  Date: 08/27/2024

  Truckstop Factoring has guidelines and procedures that we follow when we are missing paperwork. We notified the customer they needed to submit additional documents (May 30th) so the broker would pay the load. We asked for the customer to return the documents within 7 days. The carrier did not return the documents with in 7 days. We notified them on June 12th that since we did not receive the correct paperwork that they would be sent to collections in 7 days if they did not resolve the issue as there was an outstanding balance on the account. We waited an additional week to allow the carrier to resolve the issue. Unfortunately, the carrier did not resolve the issue, and we had to send them to collections on 06/26. The carrier was made aware of what documents were needed on May 30th and did not submit documents until July 3rd. Truckstop made multiple attempts to the carrier and the broker before sending to collections. The carrier is responsible for the fees associated with being sent to collections. 

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22069322
  
  I am rejecting this response because:  this never should have been an issue in the first place.  They had the paper work they needed.  They sent me the exact paperwork I submitted to them and asked me to submit it in pdf form.  I am a truck driver, Im not in front of a computer all day.  They never needed it in pdf form previously.  Further, Truckstop is a paid to do this service.  I submitted the correct paperwork, if there was an issue with the paperwork it should have been sent back to me, like they alway did in the past and had me correct the paperwork and submit it before issuing a payment.  Truckstop didnt have an issue with the paperwork until I cancelled their service.  Then they created an issue and sent it to collections, even though they knew the Broker was going to pay them on August 23.  They have been paid, I want released from this unethical company. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an owner operator/small business/motor carrier. To be able to onboard with brokers Truckstop utilizes data that is supposed to be directly integrated from FMCSA so that I may register and onboard with brokers to haul freight. They handle the accounts for the largest brokers in the REMOVEDwhich as a new motor carrier, I need to be able to do business with. There has been an internal technical issue with this company/software/ etc that has prevented my company from being able to successfully verify with brokers under them. Which ultimately has had my business at a stand still for almost 40 days, 40 days of no work, 40 days that I could have been hauling freight, 40 days of no money, 40 days that could put my business under. 40 days that this could have been resolved. While on the phone with customer care the ladies have been able to verify every single thing needed, assess the problem, but no one can point me in the right direction nor offer a solution. I have contacted everyone I know to contact both via phone and email to no avail and with no solution almost 40 days later. I would like resolution immediately.

  Business Response

  Date: 07/26/2024

  Hello REMOVED,
  
  I'm sorry for any inconvenience. We do our best to update information through automation with FMCSA. After you notified us that there was an issue with what our system was displaying, we corrected your data the following day. Thank you for your patience and understanding.

  Customer Answer

  Date: 07/26/2024

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

  Customer Answer

  Date: 07/31/2024

  This is a follow up complaint from REMOVED. After Truckstop/Saferway has corrected internal 40day error that has halted operations of my company, it seems that all major brokers that use them are not able to see such correction. When onboarding with their integrated brokers it is pretty much a one time-one and done situation. My company has been refused from TQL, Coyote, as well as REMOVEDFreight to start with due to them their internal ongoing issue. Even after 40+ days of halted operations no one can offer assistance or reach out to these brokers to correct the consequences that my company has greatly suffered due to their software issues and internal errors. I NEED ABSOLUTE RESOLUTION IMMEDIATELY and for someone to reach out personally to correct this situation.

• Initial Complaint

  Date:05/08/2024

  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.

  As a owner operator who relies on load boards to contract jobs I have signed up for multiple load boards. Truckstop.com being one of those companies, I pay 41.34/month for their services and have been subscribed to them for almost 2 years. For the last two months services have been heavily interrupted several times a week causing us to have access to fewer loads because of their poor service. When we call we are always told the same thing that their techs are working on the issue. But for two months the problems have remained. Yet again today there is no service but yet we are still being charged. While on the phone today with customer service for REMOVEDthe representative stated that they would not be refunding any money or offering any credits and as long as we pay for the service we just have to deal with the situation. This is not right for a company to charge us for a service that we do not have full access to. Across the trucking social media several thousand truckers/carriers are complaining about the same poor service from Truckstop. Something needs to be done, it is not right paying for such poor service.

  Business Response

  Date: 05/20/2024

   We appreciate your patience as we address intermittent issues with the load board. We understand that these issues have a significant impact on your business, and we are committed to resolving them as expeditiously as possible. Our customer service and billing teams have attempted to contact you, but have not received a response. We thank you for being a valued Truckstop customer.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21682715
  
  I am rejecting this response because: only one email has been received concerning this issue, and I have replied to it 3 times with no response from Truckstop.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 06/14/2024

  We reached out to the customer May 8th and apologized for the interruptions. Truckstop offered assistance as well as a $5 credit from billing. He responded that he was going to post a link to the BBB so other carriers can easily access it and that we were coddling him.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21682715
  
  I am rejecting this response because: a 5 dollar credit against thousands of dollars worth of loads that we missed out on because of no access to the load board each time it was down seems inadequate. Considering this board has been down 3 more times,including all day yesterday, since I have filed this complaint. There has been zero improvement from this company. I am not the only one complaining about this company, check social media out there are thousands of complaints about the load board being down and not working properly, and people still being charged full rates for this incompetency. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 07/15/2024

  Greetings.
  
  We did offer you a discount, which you rejected. You value the discount at thousands of dollars, yet you pay only $41.34. While we have indeed experienced some technical difficulties, we have worked diligently to resolve the issues. If you examine our overall track record, you will find that we have not been down for many months. Truckstop apologizes for any inconvenience.

• Initial Complaint

  Date:05/07/2024

  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.

  Factored the load with Truckstop Factoring. That is what I am been doing for the past 16+ years. Had some issues with them previously, but everything was good after. So, on February 15 2024 factored a load with them and if there is any issues, they always called me or email me. On the top of this they have 90 days grace REMOVEDSo, no emails or phone calls was received from them since that time. May 5-6, 2024 we tried to go on our account with them and the account was blocked. After making a phone call to them, we find out that they put our company in collection department. They put my company into a collection over $350 that we were not even aware of that we had to pay them back. No calls, emails from them. They did not even wait 90 days from the time invoice was send to them. Even thou we have a contract with them since 2007. So, technically the way they did it, it is illegal. They are braking a law. Just simply send it strait to a collection. Even a collection department did not called or mailed us anything. Been with them for more than 16 years and lately there been lies all the time. This is the way they treat their costumers. Also, called factoring nd asked them to connect me with the manager to resolve this situation, but they do not want to connect with manager to resolve it.

  Business Response

  Date: 05/08/2024

  Hello REMOVED,
  Truckstop attempted to contact you on 04/04, 04/10 and 04/18 respectively.  We contacted the broker and  on our email on 04/09 we encouraged you to speak with them regarding this as well. Since we did not receive any further communication from you and we were not able to recover the $350 from future loads, we completed our due diligence and had to send you to our 3rd party vendor to complete the collections process.Unfortunately, there is no 90-day grace REMOVEDfor which we must wait to collect from a carrier. To resolve the balance you will need to speak with Altus to review and resolve.
  
  Thank you, 

• Initial Complaint

  Date:04/30/2024

  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.

  The problem is that I paid for a service that I haven't be able to use and the Truckstop.com REMOVEDis just not answering the phone I already spent almot 2 days trying to speak to somobody just to cancel the service but its just time wasted on the phone. They just have people that answer the phone to buy product but not to fix a problem or cancel the services, what a convenience. At this point I'm worry that this company is going to keep charging me for a service that I'm not using but impossible to cancel.

  Business Response

  Date: 05/08/2024

  REMOVED,
  Sorry you had difficulties accessing our website and speaking to our support team. We see your cancel request has been completed, we would love the opportunity to have one of our support team reach out to you directly to assist you with getting access to your account and helping you use the load board to find the best loads for your truck. 

• Initial Complaint

  Date:03/18/2024

  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.

  On February 23, 2024, truckstop.com made fraudulent charges in the amount of $298. These charges came two months after I informed them I was not interested in their loading board. These charges were made without my consent but they refuse to refund the unauthorized transaction. I've made several complaints to truck stop.com, and although they approved the refund it not available to be paid.These charges stem from a 14 day free trial that was cancelled before the 14 days. I've sent emails proving my case but truckstop.com will not refund this unauthorized charge

  Business Response

  Date: 03/29/2024

  Truckstop spoke to REMOVEDon 3/14 and informed him that our accounting department issues checks monthly and it would be sent soon. He was still pretty unsatisfied however it is due to the fact that he closed his bank account and we could not issue an electronic refund. Confirmed with accounts payable that the check has been issued and he should receive it within 2 weeks.

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a customer of REMOVEDfor years. The price keeps going up and up and they continue to ignore carrier input and cater to brokers by continually allowing them to post double and triple loads without putting the rate and load details. However, my complaint isnt about any of this.Truckstop has instituted a two-step authinication. They say its for account security but it is to provent companies from sharing logins and force customers to buy more over priced licences.Thats al well and good, However, this authinication process is flowed and continualy locks my staff out, completly stopping business operations until support can be reached. This has happened 4 times in a 3 week period and support takes hours to get ahold of each time.

  Business Response

  Date: 03/15/2024

  Hello REMOVED,
  Truckstop is a trusted partner with our customers, Truckstop implemented 2 step verification because the significant increase amount of fraud that is happening in the industry. This was a very critical step to reduce fraud in ID theft that we have been seeing in the industry. I know it does add friction to get into the loadboard but it is a necessary one to protect our customers. We have been transitioning all our customers the last 3 weeks which has increased our call volumes. I'm happy to report we finished the last of the transition yesterday. Today, I'm seeing our call volumes returning to normal so you should be able to get a hold of us without long waits.

• Initial Complaint

  Date:03/12/2024

  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.

  I have been attempting to cancel my subscription. I access the portal to do so and the manage account to REMOVEDsays I don't have an account to manage. I tried calling and I held the line for over an hour, and I also requested a call back, the chat box didn't help either. No results. I am paying for this site, and I have not had any work from it in a few months, so I want to cancel.

  Business Response

  Date: 03/29/2024

  Truckstop has tried to reach out to REMOVEDmultiple times through call and email about his concerns and process for cancellation for him.  We have not received a response back.  Truckstop did submit a cancel request for him because of this BBB complaint.  However never had any communication from REMOVEDthat he wanted to cancel except through this process.   

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising 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.

  We have been customers with the Truckstop factoring since 2022. We primarily factor loads from a very large broker.There have been several instances of REMOVEDgoing days/weeks without payment. The primary reason we use factoring is because we work with a broker whose pay terms are 60 days from date of invoice submission. Now we have not received a single payment since 2/1/2024. We depend on consistent Cashflow to run daily operations. Due to changes made to the factoring banks website, I am now unable to see what load numbers are due or past due. This has made it extremely difficult in trying to communicate with broker on what loads are due and when they are due. Though, the whole point of invoice factoring is that they are supposed to collect on your behalf. The broker is completely unaware of the situation and I have had to communicate with them in regards to what loads need to be paid. I had compiled a list of all loads and deducted the loads based on payment remittance documents that the broker forwards to me. We have had to take a loan out to cover expenses and pay our employees.The 3% in factoring fees that we pay to them should be what we pay them to do their jobs. However, no one can help or do anything for us. One of their employees suggested we get a single letter of release so we can try to get payment from broker directly but now, all of a sudden, they say that we cant do that. So we are literally being held hostage by the factoring bank and have not been given any direct answers or solutions to this problem! The broker cannot pay us directly and the factoring bank will not pay us either. The factoring bank is not holding up their end of the deal they advertised. We should not have to be taking out loans if in agreement with a factoring bank. Either theyre terrible at record-keeping, communicating with brokers, collecting payments due, or all of the above. Absolutely awful!!We want specific answers and solutions

  Business Response

  Date: 03/04/2024

  Truckstop Factoring spoke to REMOVEDand got to a resolution and unfortunately are losing their business because we cannot factor the main broker they haul for. She said went above and beyond to resolve this with her and the broker however didn't have the outcome she desired.  

  Customer Answer

  Date: 03/07/2024

  REMOVEDwas extremely helpful in resolving this and communicating with us. She was extremely honest and did the best she could to try and help us. 

  In the end, Truckstop resolved this issue for us and I would still recommend them to others based on how they were able to make us whole in this situation. 

   

• Initial Complaint

  Date:02/15/2024

  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.

  Ive use truckstop for years I paid 149 for the pro version but was getting basic version results every load I called on as soon as it posted every one was already booked there cheating truckers out of there money by advertising a service but only getting a partial service bottom of the barrel as ffar as load boards are concern do not subscribe it will be a complete waste of your time and money

  Business Response

  Date: 03/04/2024

  I'm sorry you feel that way REMOVED. Truckstop work with both carriers and brokers to have a quality product to help loads from the spot market move across REMOVEDand REMOVED.  I encourage you to reach out your account manager and they can give you tips on how to find quality loads that will get you where you want to go.