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.
I've used Werner Logistics for five years. I run about 100 trucks and have 22 years in the Northeast, and I'm torn - their live-tracking dashboard has straight-up saved a holiday load by spotting a misrouted trailer, yet the ETAs drift by hours and getting someone to fix those algorithm screw-ups drags on, so sometimes it's a lifesaver and sometimes it just creates more headaches.
The tracking actually worked most days. The Werner Logistics platform gave me real-time location that my old regional broker never did, which was genuinely helpful when juggling 40 trucks across the Midwest and trying to promise ETAs to customers. But while the tech was a step up, getting a live person to pull teeth when a load went sideways felt worse than what we had before; my last provider would pick up the phone and reroute a trailer in an hour, with Werner it sometimes took half a day and a ticket number. That delay matters. So I'm torn - billing and visibility were improved, but the human element and ad-hoc solutions that kept my drivers moving are missing enough that I can't give them a strong thumbs up.
Bottom line: their customer support is hit-or-miss. They’ve pulled off same-day reroutes twice that saved me a headache, but more often I’m bounced between reps and left waiting 36–48 hours for answers while detention stacks up - I run 15 trucks in the Southwest and after ten years in dispatch I expect the real-time help they advertise, but it doesn’t always show up.
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