When their invoice slapped on a “premium connector” and charged me $1,200 for a feature I never activated, I spent an afternoon on the phone getting nowhere. For an owner-operator with two trucks in the Southwest and 14 years on the road, the steep monthly fees and nickel‑and‑dime billing made this TMS not worth the cost.
Last Thursday a carrier switch wiped out our bookings two hours before a pickup and I called support in a panic. They answered in about ten minutes - Ben jumped into a remote session, dug into the routing rules, fixed the mapping glitch, and stayed on the line until the driver actually pulled away. I run roughly 50 trucks across the Southeast and the thing that sold me was that hands-on help plus the follow-up email with screenshots so we could train the schedulers.
When my load was rerouted last week and the ETA vanished from the app, I called support and sat on hold for nearly an hour before anyone picked up. The agent who finally helped actually dug in and fixed the delivery window, which I appreciated - but the promised billing follow-up never came, and after 20 years behind the wheel here in the Midwest I’m left grateful for that one helpful person but annoyed by the rest.
Three years, mostly using the mobile app. It’s great at pulling up loads and PODs fast - handy on rainy PNW mornings with my three trucks - but editing pickups or rerouting on the fly is clunky and slow so I end up on a laptop or calling dispatch, which leaves me both relieved it works and annoyed at how much time it wastes.
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