Terrible Experience 😡 · Dispatcher University (Free)

Terrible Experience 😡

We recently completed our second load with this dispatching company, and unfortunately, it was a very poor experience. The most critical factor we were assured of during onboarding was communication: call when en route to the location, upon arrival, take pictures of the freight and BOL, provide updates when leaving, etc. However, this standard was far from upheld.

We arrived at the pickup location on time at 8:00 AM, only to find that the shipment couldn’t be released due to unresolved customs paperwork and a storage fee. We immediately contacted dispatch via their app and by phone to inform them. Despite this, it took them over five hours to resolve the issue, and during that time, we received no proactive updates. We had to repeatedly reach out to them, only to hear, “Let me check,” with no real progress or clarity. Dispatch should have been updating us every 30 minutes at a minimum, but we were left waiting in the dark for hours.

Finally, at 12:20 PM, the issue was resolved, and we departed by 12:30 PM. As instructed, we updated the app immediately, but then received calls from three different dispatchers asking us to send over the BOL and provide an ETA—information they already had.

Thirty minutes into the trip, they called again, informing us that the BOL we had would not be accepted. They sent a revised BOL and demanded that we find a place to print it before delivering the load. This was an unreasonable request, especially considering we were in a remote area. It would have been much simpler and more efficient for them to email the revised BOL directly to the delivery contact. Instead, they threatened that we wouldn’t get paid unless we complied with their request. This not only felt disorganized but also raised concerns about their practices.

The key issue throughout this ordeal was the lack of communication and professionalism. We lost an entire day due to poor communication, mismanagement, and unrealistic demands. While delays and unforeseen issues are part of the job, maintaining a clear and consistent line of communication is essential to ensuring smooth operations for both sides. This experience was a major disappointment and one we hope others don’t have to endure.

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