Bottom line: Landstar's customer support cost me a load and a week's pay. I was rerouted by an agent who stopped answering texts, their app showed me as en route while I sat in Chicago piling up detention fees, and after 20 years driving in the Midwest I've never seen such a black hole of communication - no callbacks, no escalation, just fees and silence.
Support is a mixed bag - once they located a stranded load in under an hour, other times I'm stuck on hold with vague emails that go nowhere. I'm a dispatcher for ten trucks in the Northeast, and that inconsistency leaves me torn: the system can help, but the human follow-through often means I’m cleaning things up after hours.
...and when a driver bailed 90 minutes before pickup, Landstar's agent sourced an owner-operator and had the truck enroute in under three hours. I've managed a 35-truck fleet for seven years in the Southwest, and that quick fill saved us a large detantion fee and calmed an upset customer. The live tracking updats were what made me happiest - seeing ETAs move in realtime let me brief the consignee confidently, small detail but it mattered.
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