What really stood out was their customer service - the rep stayed on the phone with me until a messed-up bill of lading was fixed and the load was rerouted. I run about 60 trucks in the Southeast and after nine years you stop being surprised, but their follow-through (calling the shipper, emailing the updated docs to the driver) actually saved us a day. Fast, calm, no drama - five stars from me.
During a contested delivery last month - when a consignee claimed a pallet arrived damaged - the Allen Lund mobile app's timestamped photo upload resolved the dispute within hours. The driver's photos were automatically appended to the shipment record with GPS and time stamps and pushed to my office while the truck was still on site, which eliminated a day of back-and-forth and paperwork. For a manager of a 60-truck operation in the Southeast that efficiency matters; the app is generally reliable, though it can lag in very low-signal areas, so I give it four out of five.
What sold me was their single point of contact - I stopped getting bounced between reps and callbacks. Compared with the national brokers we'd used before who routinely quoted optimistic transit times and then ghosted when something went sideways, Allen Lund actually gives realistic ETAs and sticks to them, which cut down on driver detention and last-minute reroutes. With 75 trucks running the Pacific Northwest, those saved hours add up fast; our drivers get clear load notes and dispatchers aren’t chasing confirmations all afternoon. They even handled a heavy lift for us that other brokers wouldn’t touch, getting permits and equipment lined up without the usual drama. Pricing isn’t always the cheapest, but the consistency has made my days easier, so they’re on our preferred list.
I've used them for about a year. Their dispatch support can be great - one rep pulled an overnight reroute that literally saved a trailer and earned some real gratitude. Running 30 trucks on the West Coast, I need consistency, and that's where I'm torn: long hold times and repeated billing slip-ups have cost me hours, so while they can move fast in a pinch, follow-through and admin are hit-or-miss.
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