Business Profile

Factoring Services

OTR Solutions

Complaints

This profile includes complaints for OTR Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

26 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer with OTR for 2 years and when I called them to see if they worked with a direct shipper I am now on contract with they could not fulfill the obligations of factoring with CP&P. *** told me that they were reaching out to the direct shipper for approval and knew already they could work with the shipper and kept prolonging the approval process. I then wanted to be released and terminate my contract with OTR because they can not factor with the shipper. I sent a email cancellation request to try to cancel before my renewal date 08/12/2024 and they responded I have pay a 2500 dollar termination fee. I feel this is unfair because they cannot provide me a service that I need and Im being penalized for that and my renewal date is not even here yet. I am very unhappy with OTR and the way I am being treated and also the poor services I have received during this process.
Business Response
Date: 08/07/2024
Good morning,
All customers need to be approved by ******************** prior to booking loads to ensure their credibility. Per the agreement you signed, a 90-day written notice is required from the contract date which is listed in Section 10. These are the terms that were agreed upon when you signed in 2022. If you would like to terminate before the notice, there is a termination fee. If you have further questions, please reach out to your Account Manager.
Customer Answer
Date: 08/07/2024

Complaint: 22100430

I am rejecting this response because: I already have spoken to a account manager. It is impossible to give you a notice a such when I am currently working with a new direct shipper that you can not provide me service for. This is not my fault that you can't provide me a service and the fact that I have to pay 2500 dollars is ridiculous. I know people who have cancelled and settled for less payment to terminate and this is what Im requesting.

Sincerely,

*****************************
Business Response
Date: 08/07/2024
Please read section 2 of your agreement. Seller acknowledges and agrees that only OTR, in its sole and absolute discretion, shall determine whether an Account is purchased
Customer Answer
Date: 08/07/2024

Complaint: 22100430

I am rejecting this response because: You keep referring back to my contract but once again I only want to get out of my contract because you guys cannot work with my new direct shipper. This once again is not my fault. I have emailed you guys several times on how to terminate my contract and also have called and you guys keep ignoring my request for the information to terminate and all you been telling me is I have to pay a 2500 dollar termination fee which once again is ridiculous because you guys cannot provide me service. I am very unhappy with the way I have been treated and will make sure NOT to recommend any of my fellow trucking colleagues to OTR and let them know about the unprofessionalism I have experienced.

Sincerely,

*****************************
Business Response
Date: 08/14/2024
Please reach out to your Account Manager or ***************************.
Initial Complaint
Date:08/05/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have factored my carrier side with OTR for years and have had no issues. Before my carrier business went out of business, I started a brokerage and I wanted to factor that company with OTR. They said my company was too new to factor. I tried to get factoring setup for my brokerage with a different factoring company, *** told me that I had to pay $2500 for early termination or wait several months until my account closed on its own. The problem is that I will lose my broker authority and my clients before Im ever released. Putting my families well being in even more financial turmoil. I spoke with a manager and he said he would either get my brokerage approved or the fee waived and that never happened. The last thing I want to do is leave this complaint. Can someone from OTR please contact me so we can get this resolved?
Business Response
Date: 08/06/2024
Good morning, we have been in communication with your company. Please reach out to *************************** if you have any further questions. Thank you!
Customer Answer
Date: 08/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Can you please remove my complaint? Thanks!

Sincerely,

*************************
Initial Complaint
Date:07/31/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for a trial with this factoring company. During the trial I requested to cancel multiple times and was ignored. Also, they opened bank accounts under my business without my knowledge. I have multiple text and emails requesting to cancel that were ignored. Now they are saying I am responsible to pay a termination fee. This is unfair and unethical business practices. The process and terms were not explained to me. I can attach the exchanges for proof.
Business Response
Date: 08/09/2024
Good afternoon,
OTR Solutions does not provide trials, and all terms are listed on the agreement that was signed by your company. ******************* is the Sales Manager that you can reach out to if you have any further questions.
Customer Answer
Date: 08/11/2024

Complaint: 22070850

I am rejecting this response because: The sales *** did say I had a 7-day trial period. This response is false, and I cannot believe they lied to gain my business under false pretenses.

Sincerely,

*********************
Business Response
Date: 08/19/2024
Good morning,
Per our Sales VP, they were able to get in touch with you last week to discuss next steps. Please reach out to ******************* if you have any further questions. Thank you!
Customer Answer
Date: 08/19/2024

Better Business Bureau:

They have agreed to release me from the contract, pending process. Thank you.

Sincerely,

*********************
Initial Complaint
Date:07/30/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I factored invoices with this company starting in October of 2021 and fulfilled my 12month commitment as per the terms of the agreement. After the 12month agreement was over I have emailed and called the company in order to get a letter of release. The company representatives say my account has been marked inactive, but the company still won't send out a letter of release to any brokers that I request. I've submitted several written request to several representatives, but no one will respond. I've made several calls to the company and still cannot get a letter of release. It seems very difficult to get released from this company once you're signed up. I don't have any outstanding debts that would be causing them not to send a letter of release.
Business Response
Date: 07/30/2024
Good afternoon, we have contacted the client and issue has been resolved. If there are any further questions, please reach out to me directly. Thank you!
Customer Answer
Date: 08/01/2024

Complaint: 22063980

I am rejecting this response because: The situation has not been fully resolved. The business has reached out to us and said they would send out the letter of release, but as of now the process has not been completed. As soon as I get confirmation that the proper document has been received by the other party, I can then say the matter has been resolved.

Sincerely,

***************************
Business Response
Date: 08/02/2024
Good morning, The Letter of Release was sent to *************** yesterday with the full company name and MC#. Please let us know if you have any questions.
Initial Complaint
Date:07/19/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*********************** has been involved with my account since day one. *** has refused to do business with my company after we have a signed agreement and refuses to provide a letter of release so I can factor with another company. We are being asked to pay $125 in order to be provided with a letter of release. We did not terminate our agreement OTR did. And now is demanding us to pay $125 in order for us to take our business elsewhere. This has prevented our company from invoicing and has put a huge stop to our operations. *** has decided not to continue our relationship which is just fine with me, but since they have made the decision not to do business with my company why would they still renew a contract and keep my company tied to them. I did not breach our agreement they have by not providing services that was agreed upon in our contract originally. They refuse to provide a letter of release unless I pay $125 to cancel a UCC that they filed why would I have to pay if they canceled to contract and not me. It was their decision not to do business with my company but will not release us until I pay $125 This seems like blackmail to me!! Do yourself a favor and do not use ANY FACTORING COMPANY!!
Business Response
Date: 07/22/2024
Good morning,
***************************** with Hydra-Tech Logistics LLC (MC-1388024) owed OTR Solutions a balance and was sent to our ****************** twice. This client failed to communicate with us and left us with a balance and is now demanding a Letter of Release. Per our factoring agreement, you are still under contract with us. Instead of charging $2,500 for the termination fee, we are requiring $125 to terminate the *** Filing as we will not be covering that cost. This has been explained to your company many times. If you would like to be released, please make the payment online.
Initial Complaint
Date:06/24/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
OTR Solutions, and specifically the Corporate Accounts Receivable Manager, *******************, are engaging in discriminatory practices in violation of the Americans with ***************************** refuses to work with autistic people.Scenario: *** sends a ton of emails wanting us to confirm that we accept electronic signatures. We do and we've told them as much, not to mention the case law precedent takes this out of our hands. There is already legal precedent in the freight industry to accept electronic signatures. What *** is doing amounts to email spam and harassment. We've asked them multiple times to stop doing this and to simply email an invoice, but they refuse to be logical.More to the point, they refuse to offer reasonable accommodations when informed of the disability of our accounts payable rep. *** insists on superfluous email confirmations which are overloading our autistic representative to the point of being forced to politely request that *** auto-approve our electronically signed ***** of Lading, in the event no other issues are present.But ******************* chose to make this simple business logic issue an interpersonal issue instead. ***** chose to discriminate against us on the basis of his hatred of autistic people and their specific traits which he finds distasteful. ***** is aware that the representative in question is both extremely hard of hearing and autistic, but that does not apparently matter to him or to ***.They will only do business with neurotypical people, but not autistic folks. If this demonstrably illegal behavior continues, *** will catch a civil rights case.
Business Response
Date: 06/25/2024
We are in receipt of the below complaint and, per our discussion, have reached a suitable resolution for all parties involved.
Customer Answer
Date: 06/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:06/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a fuel card with this company and I have requested it be canceled only to be ignored and it not followed through on. It's a simple task that has not been handle. I will not pay anymore fees to this company for the fuel card and if necessary will seek advice from my attorney. We have received the worst customer service and account management from *****************. We would like his supervisor involved. Thank you. Next we will go to the federal trade commission as well about the fees we were not notified about.
Business Response
Date: 06/12/2024
Good morning,
Our team has reached out to your company and the issue has been resolved. If you have any further questions, please reach out to us at ************ and ask for your Account Manager. Thank you!

Initial Complaint

Date:04/08/2024

Type:Service or Repair Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
Unresolved:: The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:: The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:: The business failed to respond to the dispute.
Unpursuable:: BBB is unable to locate the business.

OTR Solutions has broke the contract they have with me and yet they keep the check that was cashed by them made out in my name and say it has to be 5 days before I can get it. But yet a week ago the lady *** told me she would release it right then . They do not tell the truth

Business Response

Date: 04/15/2024

************,

An Operations Manager will be reaching out to discuss your account. Thank you.

Customer Answer

Date: 04/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************

Customer Answer

Date: 05/10/2024

I have been informed by OTR that they wanted to break my contract ,because they would not cash a invoice from another company I worked for. But now they have keep my check and cashed it and I waited 8 days for it. Now there saying they don't want out of the contract because of a issue with a company they are in partnership with that is claiming I damaged a car I moved for them which they have no evidence I did ,only them accising me. So OTR is holding a check for 800$ from another company untill I pay the1900 $ damage that am being accused of. OTR has also been charging me fees for all my invoices but yet they say in there online ad they don't charge fees. I have evidence showing they wouldn't cash my invoice but then turned around and cashed it in my name . I want my money and out of this contract as they have promised me

Business Response

Date: 05/13/2024

OTR has not broken any contracts. You have a claim on your account with RCG Logistics LLC that has all receivables on hold. You have not provided support to help us fight the claim on your behalf. Therefore, we have to charge the freight back.We are not holding payments. If you would like to discuss this further, you can speak to our VP of Legal Affairs, *********************, as the comments you are making are incorrect. Carrier success remains out utmost priority and our business decisions always err on the side of our clients best interest.

Initial Complaint
Date:10/26/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed with OTR after I signed a contract to do business with another factoring company. I was given an account with OTR and submitted loads, however OTR has not paid me and is saying that I owe them money from a diffrent account. They will not respond to my communications asking what I owe. I asked to terminate this account, and am given no reponse. To date OTR has not paid anything to me and I wish to terminate my *** filing so I can run my business. Also the *** filing from my first factoring company was filed first. Please respond to me so we can settle any debts owed and I can continue running my business. Thank you
Business Response
Date: 11/07/2023
Good morning,
We have been trying to reach you regarding a $30K balance due that has not been resolved. Please call us as soon as possible to make a payment. You can reach out to ******************* at ************. Thank you.

Customer Answer
Date: 11/07/2023

Complaint: 20786740

I am rejecting this response because:
I have my lawyer please contact my attorney *************************; **************. He wrote you email and left message for you.

Sincerely,

*******************
Business Response
Date: 11/13/2023
****,
I apologize for the delay in getting back to you on your most recent response. The message has been communicated to our customer support team and they should be coordinating through the information provided by the attorney. If there any other issues or items to resolve in the process please do not hesitate to reach back out.
Thank you,
OTR Solutions
Customer Answer
Date: 11/13/2023

Complaint: 20786740

I am rejecting this response because:
Please contact my lawyer he tried to contact OTR many times but never got response. Please sent response to my lawyer ******* @******************.
Thank you
Sincerely,

*******************
Initial Complaint
Date:10/11/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As an independent truck driver with my own authority, the financial stability of my operation is paramount. It is disheartening to inform you that OTR Solutions has repeatedly failed to fulfill its obligations, causing significant financial strain and putting my livelihood at risk.The chronic delays and occasional non-payment of funds have forced me into precarious situations where I struggle to meet my insurance, truck payment, and fuel expenses. This, in turn, has resulted in the loss of valuable contracts with reputable companies, tarnishing my reputation and hindering future business prospects.OTR lackadaisical approach to rectifying these issues has reached a breaking point. I am left with no choice but to explore legal action against the stated company for the immense distress and financial hardship it has caused me. I am a paying customer *********** timely, efficient services, which I have been consistently denied.Furthermore, the recent incident involving our account being hacked and the subsequent loss of $3500 further compounds my grievances. I implore OTR to take immediate action to address these matters and provide the resolution I rightfully deserve. The situation is taking an overwhelming toll on my business and my well-being.
Business Response
Date: 11/14/2023
*********,
I apologize for not submitting a response to you before now, it is my understanding that our operations team has already been in contact with you to address your concerns and issues. If not, please reach out to our Director of Operations, *********************** at ********************* at any time.
Thank you,
OTR Solutions
Customer Answer
Date: 11/15/2023
I hope this letter finds you well. I am writing to express my deep concern and frustration regarding the lack of progress and communication in relation to the scam incident that occurred four months ago. As a client of OTR, I had anticipated a more efficient and responsive resolution to this matter, given the assurances provided during our previous interactions.

I reported the scam incident to your organization, and since then, there has been a notable absence of updates or information on the progress of the investigation. Despite the assurance that I would be promptly informed once there were any developments, I regret to inform you that neither emails nor phone calls have been received to apprise me of the situation.

Furthermore, last week, I received a call from someone at OTR; however, upon answering, I encountered an unsettling silence, with no one on the other end of the line. This lack of communication and apparent disorganization is disconcerting, particularly considering the gravity of the situation and the impact it has had on my confidence in the services provided by your organization.

In summary, the current state of affairs leaves me with the impression that there has been no meaningful effort towards the resolution of this problem. I believe it is imperative to emphasize the urgency of this matter and request a comprehensive update on the steps taken to address the scam incident. Additionally, I kindly request clarification on the recent phone call where no communication occurred, as such instances only serve to exacerbate my concerns.

Your immediate attention to this matter is crucial, and I look forward to a resolution that addresses both the concerns raised and the need for transparent communication throughout the resolution process.

We hereby formally request again the full payment of $3,525.13. Please treat this matter with the urgency it requires. We anticipate your prompt attention to this demand and the timely settlement of the outstanding amount.
Business Response
Date: 12/21/2023
Better Business Bureau:
We are rejecting the offer of Mediation for complaint ID ********.
OTR Solutions
Business Response
Date: 01/25/2024
To whom it may concern,
OTR's response to the arbitration agreement is attached. OTR retains all rights and remedies and defenses under law. *** asserts that ************************************* does not have the requisite standing to pursue a remedy through the BBB. Under the Receivables Purchase and Security Agreement ("****") entered into between the parties, attached for reference, the exclusive venue and jurisdiction for all disputes arising under the Agreement shall be the state and federal courts located in Fulton County, *******. Additionally, by entering into the Buy-Out Agreement, attached for reference, ******************* agreed to indemnify and forever release OTR from any liability or cause of action arising under the **** or Buy-Out Agreement.
Notwithstanding the foregoing, *** has responded to this complaint in order to maintain its member in good standing status with the BBB.

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OTR Solutions is BBB Accredited.