Had a roadside snag last month - their dispatcher found a backhaul inside an hour and actually stayed on the line with the driver until we were hooked; I run two trucks and after 15 years you learn to appreciate that kind of follow-through. Only gripe was a billing mix-up that took a week to sort, but the customer support actually fixed it without drama.
Bottom line: Worth every penny. Their steady lanes and clean, on-time weekly direct deposits made the modest rates feel fair - after 14 years on the road in the Southeast, getting paid what’s on the freight bill (and fast) is what mattered most to me.
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.
Bottom line: getting started with Ruan was slower and messier than I hoped, so I'm genuinely torn. Paperwork and contracting dragged on - route assignments, insurance details and accessorial charges took almost a month to nail down. We run 40 trucks across the Midwest and after 20 years in the business, the extra hoops for driver orientation and EDI setup felt excessive. Once live, their drivers and local reps were solid and the safety focus showed, which softened the sting. I'll call it a 3/5: worth pushing through if you have the bandwidth, but don't expect a plug-and-play switch.
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