Ruan's customer service rescued a last-minute re-route for me - real people picked up the phone, negotiated a new pickup window, and kept my driver from sitting idle. After 30 years running two trucks on the West Coast that hands-on support earns them four stars.
Maymie Kunde-Batz
Member since January 2026
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94 reviews · average 2.8
Their customs brokerage cleared my container in 24 hours while my old broker left paperwork sitting for three days - that alone sold me. After thirty years running two trucks on the West Coast, that day saved was real money and meant I could get back on the road instead of waiting in a yard.
…voicemail hell when our pickup window slid and nobody called back, left us sitting at a dock with no direction. I've run two trucks for 30 years on the West Coast - Forward Air's support couldn't file a claim or give an ETA, cost me detention fees and a week's pay.
…Paid better than I expected for a tight West Coast run - price wasn’t the cheapest, but their fast payment made it worth my time. I’ve run two trucks for 30 years, and when a broker clears you quick, you’ll take a slimmer margin any day.
When their onboarding email dropped a Dropbox link with a dozen PDFs - one of them the wrong W‑9 - I spent a morning on hold trying to get a live person. The portal's tracking is useful, but EDI hookup and credit approval dragged on nearly three weeks; after 30 years running two trucks on the West Coast I’m torn between liking the visibility once it worked and hating the startup headache.
Booked a load with Mode Global - cheap headline rate but they tacked on a surprise fuel surcharge and paid on net-30; after detention and factoring fees I walked away about $400 short on a run that should've been profitable. Not worth it for two trucks.
The shipment visibility was useless - your portal showed “in transit” while my trailer sat in LA for 36 hours with no updates. I’ve run two trucks on the West Coast for 30 years and that tech failure cost me a day’s pay, a $350 detention charge, and endless time on hold with canned replies instead of real help.
Customer support is maddeningly inconsistent. Sometimes a rep will dig in and straighten out a frozen-load mess, but other times calls and tickets disappear for days - frustrating when I'm an owner-operator with two trucks and 30 years hauling on the West Coast, so I’m genuinely torn between the useful visibility tools and the spotty follow-through.
Thought a big name would mean fewer headaches - GEODIS's portal kept showing "on route" while my driver sat at the dock for three hours and we lost a full day's runs, which after 30 years running two trucks on the West Coast eats into margins fast. Compared to my old broker who actually picked up the phone and fixed things, this felt like amateur hour and cost me more than the 'better rate' they pitched.
I've used CEVA for about six years; once a cross-dock mix-up left a week of HVAC filters stuck in their LA hub and one of my trucks sat idle for two days while I chased emails and phone calls. They eventually found the load and issued a credit, which I appreciated, but as a West Coast owner-operator with two trucks and 30 years on the road that kind of downtime and slow communication still leaves me torn about working with them.
This morning Hub Connect froze while my driver was trying to upload the POD at pickup, the signature disappeared and the app wouldn't sync; we got dinged with detention and missed the dispatch cut-off. I run two trucks on the West Coast with 30 years on the road - an app that drops connections mid-job cost me a day's revenue and two furious shippers, completely unacceptable.