...support's a weird mix - sometimes someone genuinely dives in and stays on the line with you until the routing issue is fixed, and other times your ticket disappears into a void. One rep last month stayed past closing to help untangle an EDI/API routing mess that saved a delivery window, which felt great. Then there are days when requests sit for 48–72 hours and you get bounced between tiers with no clear owner. I've run a 25-truck fleet in the Midwest for four years, so consistency matters to me and that back-and-forth wears thin. I'm torn because the product can work well when you catch the right person, but the hit-or-miss support means I can only give it three stars.
Adella Labadie
Member since January 2026
Activity
Reviews92
Helpful0
Reviews
92 reviews · average 2.7
Bottom line: OTM made freight billing way less of a headache than our previous setup. We were on a clunky legacy TMS plus spreadsheets and recon used to take two full weeks; now automated settlement routines clean up invoices in a few days and the number of disputes has dropped noticeably. What really sold me was that single reconciliation screen - it let my AP team close batches without email chasing, which I didn't expect to matter so much. I run a 25-truck fleet in the Midwest and faster settlements meant carriers get paid sooner and my cashflow forecasting got steadier. It's not perfect (the UI can be stubborn and onboarding took longer than I wanted), but compared to what we had it's a clear improvement.
Four years managing a 25-truck fleet in the Midwest made me picky about onboarding. Getting the basic tracking live was pleasantly quick - drivers installed the app and I could see location pings within an hour. But the rest was fiddly: route imports required a very specific CSV layout, custom fields didn't map intuitively, and a few drivers couldn't finish login due to odd phone permissions, which meant a lot of back-and-forth with support late into the week. Support helped sort most issues, but many fixes felt like workarounds rather than a clean setup, so I'm torn about the long-term payoff. If you want fast live tracking out of the box, it delivers; just be ready to roll up your sleeves for anything beyond the basics.
Bottom line: the photo-based proof-of-delivery is both the reason we kept Track-POD and the source of half our headaches. Photos come through with clean timestamps and GPS, which actually cut down on customer chargebacks when uploads succeed. The app’s offline behavior, though, is frustrating - drivers on rural runs get “upload failed” and there’s no obvious retry or queue management, so images sit locally until someone nags. Back-office search is clunky and sometimes shows duplicates, turning what should be quick audits into little time sinks. Running 25 trucks in the Midwest for four years, that single feature keeps me genuinely torn: it can close disputes fast, but it also creates silent failure modes that cost us time.
Managing a 25-truck fleet out of the Midwest, I've been on LoadStop for around four years. Most of the time their support team is reachable - phone lines pick up during normal hours and one rep once walked me through a nasty billing glitch until it was fixed. But other times it's maddening: canned email responses, promised callbacks that never come, and a two-week wait to get a disputed claim reviewed during a busy season. What I'm genuinely torn about is that when you catch the right person they're helpful and cut through the noise, but catching them feels like luck. If they could tighten follow-up and make escalation paths transparent, this would stop feeling like a coin toss between great service and radio silence.
Two weeks ago, during a holiday rush one of our drivers lost the route sequence after a sudden address update and deliveries started backing up. I opened a ticket and got a reply in under 20 minutes - a real person walked us through remote troubleshooting and pushed a rollback patch the same afternoon. That fast, hands-on response is what sold me; we run 25 trucks across the Midwest and uptime like that matters more than extra bells and whistles. The app still has a couple of quirks in how it reorders stops when time windows change, which kept this from being five stars, but support’s follow-up the next morning and a scheduled check-in made the disruption short and manageable.
