Complaints

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

close

Find a Location

Truckstop.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/17/2023

  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.

  We have used Truckstop as a business factoring company since 2021. In the last 30 days, it has become impossible to reach anyone at Truckstop via phone. When you do reach someone through their call-back feature - the person on the other end of the line can't solve your issue. You will NOT be able to reach a manager or supervisor. Requesting a manager of supervisor to call you back is pointless. I have been waiting days. Should you choose to hold on line to try and speak to a customer service representative will mean HOURS on hold. Our contract with this company states that our receivables billed to them will be funded within REMOVEDhours. Any funding we are getting from Truckstop is taking at least REMOVEDdays and we are still being charged the percentage fee for REMOVEDhours funding. We are in the process of switching funding companies and we can't get anyone at Truckstop to follow the procedure and make information available to our new funding company - they simply refuse to cooperate. This company is causing OUR business to suffer financially. We rely on prompt funding. If we don't have the funding we will go out of business. I truly hope someone is listening and will investigate this company immediately. I know we can't be the only company suffering from this abuse of service.

  Business Response

  Date: 08/28/2023

  We have recently gone through some software and process changes to help with uploading incoming paperwork and helping with fraud prevention as we have seen an upward trend of fraudulent paperwork being used throughout the industry. These changes have increased the time it takes to process loads but in the long run, we feel will help us in processing loads more efficiently and be able to fund loads quicker in the future. Due to this, we have been receiving more calls and longer hold times as well as we try to explain to customers the changes we are going through. 
  One of our core values at Truckstop is to act as a trusted partner in the marketplace. Fraud is at an all-time high in the industry, and it is critical that we maintain a safe environment for which we do business. We must ensure that we are doing our due diligence since we assume the risk, as well as protecting you, therefore we can no longer rush this process.
  Please know we are doing everything we can at this time to process all loads in a timely manner to get them funded as soon as possible. When you submit your paperwork you should receive an auto reply that your message was received, if all paperwork is included and clearly able to be read the load should be visible online to you within a few hours, if there is an issue we will review the paperwork and if necessary an email will be sent back to you with the reason the paperwork was rejected, this email will come from REMOVED. Please review the reason for rejection and resubmit the load to REMOVED with the required information updated/provided. If you received the auto reply email and no rejection email and do not see the load online within 24 hours of submission, please call or email our support team and we can check the status of the paperwork. 
  Thank you for your patience while we make these changes in hopes of better meeting your needs and reducing fraud

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20486240
  
  I am rejecting this response because:

  I understand the need to implement new strategies to deter fraud. However, the issue is that in the attempt to implement these new strategies and processes to deter fraud you are failing to fulfil your contractual obligations to your current customers. Funds are suppose to be provided within 24 hours of paperwork submission. Since the implementation of these new processes typical time for funding has been over 48 hours and in some circumstances over 7 days. Our business model, like many other companies in this industry, is based on funding within REMOVEDhours. So not only is this affecting our day to day operations, we are still being charged REMOVED% for funding that is not being provided within the agreed upon time frame. 

  Calling to resolve an issue with the support team sounds simple. However this is another issue in itself. We are constantly told that only an "account manager" can solve issues with our account. No contact information is ever given out in order to contact out "account manager." We are simply told that they will put in a request for a call back which can in itself take REMOVEDhours to receive a call back. Further delaying the payment process. Ultimately we have no recourse and still continue to suffer due to the lack of proper attention given by Truck Stop Factoring to this matter. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/15/2023

  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 had a check that was delivered to truck stop with my business name from a surety bond, the check was delivered on July 25 its now AUG 15 Ive called in numerous times the guy that seems to keep answering the phone has no ideal what Im talking I asked to speak to a manager he said no theyre unavailable. I have no answers Im attempting to leave this factoring company because they are a mess. You never get anyone on the phone if you choose the call back option they might call back 6 hours later or if youre me they call 2 minutes before they close then hang up on. I can appreciate the two good reviews on here but truck stop is awful & I wish I would have never signed up with them!

  Business Response

  Date: 08/29/2023

  Truckstop Factoring manager spoke to REMOVED

  Fund were released to the customer on 8/16

  REMOVEDFactoring can write that Funds were released to the carrier after they were received and able to be reviewed and processed. 

  Truckstop Factoring has recently gone through some changes to help with uploading incoming paperwork and helping with fraud prevention as we have seen an upward trend of fraudulent paperwork being used throughout the industry, these changes have increased the time it takes to process loads but in the long run, we feel will help us in processing loads more efficiently and be able to fund loads quicker in the future. Due to this, we have been receiving more calls and longer hold times as well as we try to explain to customers the changes we are going through. 

  One of our core values at Truckstop is to act as a trusted partner in the marketplace. Fraud is at an all-time high in the industry, and it is critical that we maintain a safe environment for which we do business. We must ensure that we are doing our due diligence since we assume the risk, as well as protecting you, therefore we can no longer rush this process.
  Please know we are doing everything we can at this time to process all loads in a timely manner to get them funded as soon as possible. When you submit your paperwork you should receive an auto reply that your message was received, if all paperwork is included and clearly able to be read the load should be visible online to you within a few hours, if there is an issue we will review the paperwork and if necessary an email will be sent back to you with the reason the paperwork was rejected, this email will come from REMOVED. Please review the reason for rejection and resubmit the load to REMOVED with the required information updated/provided. If you received the auto reply email and no rejection email and do not see the load online within 24 hours of submission, please call or email our support team and we can check the status of the paperwork. 
  Thank you for your patience while we make these changes in hopes of better meeting your needs and reducing fraud

• Initial Complaint

  Date:08/05/2023

  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.

  I own a business that had a contract with this company for factoring my payments. I terminated my contract with them two weeks ago and have asked them to release my company from under their services. I have made numerous attempts via telephone and via email to contact someone but no one will respond to my emails or return my telephone calls. I have asked them to release my company from their factoring services and I have requested for them to send me the letter of release which their contract states that they will and are obligated to do. Without this letter I am unable to collect funds from my payers. They are demonstrating horrible business practices and are in violation of the existing contract. I would like my release letter asap.

  Business Response

  Date: 08/14/2023

   We have a 30 day written notice for General Letters of Release and our contract states all balances have to be paid before we can issue the release. Even if a carrier is going to another factoring company we ask for a 30 day notice 

• Initial Complaint

  Date:07/12/2023

  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.

  Can never get anyone on the phone when have issues. Have to wait for someone to call me when theyre available . Dont REMOVEDwithin 24 hours, and dont give explanation of really why theyre taking longer. its becoming really bad service .

  Business Response

  Date: 07/27/2023

  Hello REMOVED, I know a manager reached out to you to talk to you about your situation. I hope they have answer your individual questions. We have recently gone through some internal software changes and process changes to help with uploading incoming paperwork and helping with fraud prevention as we have seen a large uptick in fraudulent paperwork being used throughout the industry. These changes have increased the time it takes to process loads but in the long run, we feel will help us in processing loads more efficiently and be able to fund loads quicker in the future. Due to this, we have been receiving more calls and longer hold times as well as we try to explain to customers the changes we are going through. 
  Please know we are doing everything we can at this time to process all loads in a timely manner to get them funded as soon as possible. When you submit your paperwork you should receive an auto reply that your message was received, if all paperwork is included and clearly able to be read the load should be visible online to you within a couple of hours, if there is an issue our team will review the paperwork and if necessary an email will be sent back to you with the reason the paperwork was rejected and request that you resubmit the load to REMOVED with the required information updated/provided. If you received the auto reply email and no rejection email and do not see the load online within 24 hours of submission, please call or email our support team and we can check the status of the paperwork. 

• Initial Complaint

  Date:04/24/2023

  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.

  Truckstop is terrible and unprofessional..I signed up with them and realized that there site was outdated, wasn't compatible and not what I was looking for. Less than 5 min after signing up I canceled and asked for a refund and they denied me refund. 10 minutes haven't even passed before getting them on the phone asking for my money back and the only reason why it wasn't 2 minutes before I could ask for my refund was because I was placed on hold for the other couple minutes before I spoke to someone. Never ran into a company like this before. STAY AWAY!

• Initial Complaint

  Date:04/20/2023

  Type:Product 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.

  THIS COMPANY FILED A FRAUDULANT LIEN ON MY BUSINESS THEN REFUSED TO SPEAK WITH ME ABOUT IT.

  Business Response

  Date: 04/25/2023

  Truckstop Factoring  did not file a fraudulent lien. Section 11 of our contract states that the owner grants REMOVEDauthorization to file a REMOVEDon their company and assets, to which you the carrier did sign. If you would like to terminate the REMOVEDyou can contact us to execute the request. There was no refusal to speak with you about your inquiry when you contacted us on 04/21, we indicated that you would need to contact our REMOVEDfor further information. Please give us a call and we can help you with this request. Thank you.

  Customer Answer

  Date: 05/04/2023

  Their response is a REMOVED.  I tried to contact them 3 different times.   twice I was hung up on and the third time I was given a nonexistence email to contact. I also contacted two other persons I have on file I got no response from one and the other stated in essence I can't help you contact the same number I called and got hung up on.  I they misrepresented their service I canceled their serve in 2019.  They need to remove their lien but they refuse to talk to me.  This is not resolved.  

• Initial Complaint

  Date:03/23/2023

  Type:Product 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.

  After deciding that I no longer wanted to do business with both their factoring company and their website, they made things very difficult for me to transition to a new factoring company, taking two extra weeks more than it should have. The load was delivered October 2022.The Problem: First, they took 45 days to determine I had gotten a double brokered load. They put the burden on me to recover my money. Second, I recovered my money, which they received the end of January. After repeated calls and an e-mail that went unanswered, I have yet to find out exactly how this $3400 dollars was transferred to my new factoring company!!! After playing this cat and mouse game so long, I am now warning any other people thinking of doing business with this company to avoid them. Feels like the vendetta of a jealous child. All I am asking is for them to forward my money to me, (making it clear how they sent the money if they actually did) or my factoring company so that I can get paid after waiting for five months!?!? The time I have spent has been ridiculous considering I never asked for this.

  Business Response

  Date: 03/23/2023

  REMOVEDreceived payment for $3375 and has had his money since Feb 9th. We gave the check #REMOVEDto REMOVEDand he needs to follow up with OTR. Everything has been paid up,the GLOR has been issued, there is nothing more for Truckstop to do. We are not holding any funds for this carrier and do not have anything to refund him, he will need to get that from OTR and provide the check number we gave him.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19638822
  
  I am rejecting this response because: You must provide me with ALL of your remittance proof. You said you mailed a check in the post office and paid OTR for this after mailing it on February 09, 2023. They have been unable to find this check you claimed you sent and have requested that you provide the remittance of this transaction. Also if the check had been cashed you would have proof right?
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/13/2023

  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.

  Hello for many weeks now i am trying to get the response on what users the account is charged for since this information is not on the invoice nor on the portal. Truckstop.com make the charges concealing the information's for the customers to verify its occurrence I emailed again and again asking about the users. They responded to me only 1 time mentioning only 7 users 1 or which is self pay, but our charge is way way bigger then this 7 users. When i questioned that the responses stopped. I had been opening cases, but in a week or more each case was closed as solved, while there was no info sent to me or any response done to actually solve it. The Truyckstop.com looks like has the company policy for its customer reps to close the cases over and over without the response in hope that customer will stop asking and the REMOVEDcan get away with overbilling its customers

  Business Response

  Date: 04/06/2023

  Truckstop has reached out to discuss the matter with the customer with limited response on their end. We have provided a current list of all users and pricing and proper adjustments have been made to correct any issues with the accounts in question. We continue to reach out to the customer having first called and emailed on 03/29/2023. The customer responded back to REMOVEDon 04/04/2023 saying that she was unable to reach us by phone so another call was made on 04/05/2023 leaving the option to call the supervisor directly or to call our main number where any of the agents who answered the phone would be able to the customer in contact with them.

  Customer Answer

  Date: 11/13/2023

  this company constantly overcharges, closes the ability to see users or breakdowns on the invoices charges us for the access to see invoices!!! and even those invoices are not showing details

  Desired Resolution: contact by business

  Customer Answer

  Date: 12/01/2023

  they charging our card and keep our account suspended so we cannot use it!!!! representatives are not assistting, billing department is unreacheable

  Desired Resolution: Contact by business

  Business Response

  Date: 12/08/2023

  Hello, Our billing team and their account manager has been in contact with REMOVEDconcerning billing and account breakdown. There has a lot of dialog going back and forth to make sure to resolve REMOVED's concerns. There are multiple accounts and contacts that are being worked on. We did deploy a new billing software at the first of September. We are working through some hiccups on the way.

• Initial Complaint

  Date:02/21/2023

  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.

  I would like to file a complaint against Truckstop.com who is out of REMOVED. They billed my acct on Saturday, 2/18/2023 for a monthly payment of $39. Their Office is supposely closed. On Monday 2/20/2023 I called to cancel their service as I sold my equipment late on Friday 2/17/2023 and would no longer need theire services. I was told By REMOVEDthat the acct was closed but since I didn't give them 5 days notice, prior to billing, I wouldn't be entitiled to a refund as per their terms. I have seen a copy of their terms, as they have never sent me any or have been able to find any on their website. They tried to pull something similar when I left their Factoring side. They tried to get my new REMOVEDto cover $ REMOVEDbad debt that the approved of knowing the company did the load for had issues. They also help a ck for 6 weeks that was mailed to them by mistake.

  Business Response

  Date: 03/03/2023

  To access our website you must accept our terms and conditions when you fist login the first time. If you want to review our terms and conditions there is a REMOVEDat the bottom of our website main page (see Where Terms). The REMOVEDis REMOVED;. Yes, per our terms and conditions you must close your account 5 days prior to your billing date per section 10 (see Cancellation Policy). We are a pay in advance company so you continue to have access until your next billing cycle.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19441040
  
  I am rejecting this response because: This is the 1st time I have ever seen these terms. I haven't even seen their home page layout until today. It's not that $39 is going to break or make me. It's the principal of the fact that they so GREEDY and have respect for their customers once they decide to no longer use their services. Like I said before, they pulled very similar cREMOVEDwhen I stop using their REMOVEDServices. I will not recommend any of their services to anyone. This is coming form someone who has used their services for over 10 years. Guess this is how they treat long time customers, or maybe all of them. Makes me wonder how many others out there have had the same issue with them? Please keep this complaint in your records as as far as I am concerned they will continue to people wrong as long as they can get away with it. I guess they live with the actions of ripping their customers off.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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.

  The company sent my account to collections before sending a bill for satisfaction of ant monies owed. Several emails remained unanswered and phone calls were ignored, only referring me to a collections agency.

  Business Response

  Date: 02/14/2023

  We are sorry that you feel adequate attempts were not made to resolve your account. We show written communication was issued out on 1/20 and 1/26 regarding the balance that needed to be paid to Truckstop Factoring for the double payment you received on a load that was paid on 12/29. We also communicated that we could resolve the balance with your next factored loads however you did not submit any further invoices after that December load. Unfortunately we completed our due diligence before hearing from you and your account was transferred over. If you would like to resolve your balance you can contact the agency where your account is being held.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19393316
  
  I am rejecting this response because: I only received one email on 1/26 from REMOVED, in which I responded a requested the link to pay the balance due. Several emails have gone unanswered. Per usual business practices, I would expect a response to my email so payment can be submitted to avoid collections.
  

   

  This message is your final reminder that an $1500.00 balance on your account due on [2/2/2023] remains unpaid.  
  We regret to inform you that if you do not send us your payment, we will send your balance to an external collections agency. A debt in collections can seriously affect your credit score, so we advise you to pay immediately.
  Pay via credit card (additional fees will be associated with it)
  Truckstop would send a link to your email for you to pay privately/securely

  
  Sincerely,
  
  REMOVED