Complaints

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:04/21/2025

  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.

  On March 17th 2025 I was contacted about an offer for a line of credit on a fuel card for my transportation business. I declined the offer for a line of credit and Fleetsmarts proceeded to file a **** on my company making it impossible to factor with any other company. They claim that I agreed to the filing of the **** on a phone call recording that I was not made aware of. After obtaining a copy of the phone call from Fleetsmarts, as well as listening to the call with my attorney, its very plain that I refused a line of credit and that this filing is indeed fraudulent. I asked Fleetsmarts for a letter of release and they said that I could only have an *** if I paid $500 or if I agreed to use their services for 6 mos. Afterwards if not satisfied, they would send the *** within a period of 45 days. I am currently working with my attorney and the state police to resolve this matter.

  Business Response

  Date: 04/22/2025

  Dear ***,
  
  Thanks for reaching out and bringing your concerns to our attention. I took the time to personally review your account, including the recorded call from March 17, 2025, and I want to be transparent about what we found.
  
  On that call, our Senior Account Specialist, ********, clearly explained that, since you're based in ********, opening a fuel credit line requires us to file a ***1which is standard practice for these types of accounts. Her exact words were:
  
  And since you are in ********, for us to be able to open up a credit line for fuel, we do follow what's called the *** one, which basically registers us with the state as a payee and allows us to open that fuel credit line with no credit checks needed, OK?
  
  You responded with:
  
  Got you.
  
  No misleading language was used, and everything was followed up via email for full transparency. Were unable to upload the MP3 to the BBB site due to file restrictions, but you should have the confirmation email that was sent right after the call. Let me know if you need that re-sent.
  
  Now, regarding your request for a Letter of Release (LOR)our policy on this is consistent across the board. The $500 administrative release fee exists because the ***1 filing process involves legal, compliance, and administrative resources. Its not just a piece of paperits a legally binding filing that requires careful handling and removal through the appropriate state channels. 
  
  To clarify, we are not here to force you to conduct business with us through a ***. Fleetsmarts does not prevent you from working with any other company. A ***-1 filing is not a lien and does not block you from factoring or doing business elsewhere. If another company has told you otherwise, they are either misinformed or deliberately misleading you. Unfortunately, this type of misinformation is common in the industry.
  
  Weve also noticed a pattern of negative BBB reviews and complaints originating from individuals coached by our competitorseither posing as customers or influencing actual clients with false claims. These legacy factoring companies cannot compete with what we offer, so they resort to deceptive tactics that hurt business owners like you.
  
  Fleetsmarts was built to support carriers with real tools that drive growth, including:
  
  Fuel credit lines
  Unparalleled discounts at major truck stops
  The lowest factoring rates in the market
  Financing for insurance down payments
  Equipment financing
  
  Because traditional factoring companies cannot match our offerings, they spread false claims about *** filings in an attempt to manipulate carriers into believing they are "locked in." In reality, this is simply not true.
  
  Wed love the chance to show you the value we bring when you engage with the full scope of our services. We encourage you to consider trying our factoring program so you can fully benefit from everything Fleetsmarts has to offer. Dont let misinformation steer you away from a partner genuinely invested in helping your business thrive.
  
  Please give our compliance team a call at ************, and wed be happy to walk you through next steps and explore how we can be of service to you.
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  5911 transport *** From ********** We never filled a any factorning with this company and they are trying to give us hard time and theyre not removing ucc from my account Thay want me to pay first But we never assign with them and we have hard time to get the factorning from other place Nobody give me finance because of them So please take my request and help us with that U230081680120 US BUSINESS SERVICES - ********** - *******, ** Active 11/17/2023 11/17/2028 Please hepl me terminate this ucc for us

  Business Response

  Date: 04/17/2025

  Thank you for reaching out with your concerns. We at Fleetsmarts take all matters seriously, especially when they involve misunderstandings or disputes. I would like to take this opportunity to clarify the situation and provide a more accurate account of the events.
  
  Firstly, Fleetsmarts does not file UCC-1 without the proper authorization or agreement in place. Our records show that your company acknowledge the *** filing during your call with our Senior Account Specialist.
  
  Your claim that you never signed with Fleetsmarts is misleading. We do have a verbal agreementa recorded verification call where you, or someone authorized on behalf of *******************, agreed to our services, including acknowledgment that a UCC-1 filing.
  
  The UCC you referenced (U230081680120) was filed on November 17, 2023, based on that verbal agreement and remains active because the terms of the agreement have not been properly terminated. If you wish to remove the **** Fleetsmarts requires that a UCC Termination Administrative Fee be paid. This fee covers the processing, documentation, and formal filing of a UCC-3 termination with the Secretary of ************** Its a standard part of our offboarding process, explained during onboarding and enforced consistently across all accounts. This fee is not arbitraryit offsets the cost of the original *** filing, administrative labor, and compliance processing on our end.
  
  Once the fee is processed, we promptly file the termination and provide confirmation for your records.
  
  Its also important to note a pattern we've been seeing: some competitors are coaching carrierswho initially agreed to our termsto file complaints or threaten bad reviews in an attempt to bypass valid agreements.
  
  Fleetsmarts does not tolerate blackmail tactics, and we will not make exceptions to our policies under pressure or threats. If you would like to resolve this matter professionally, were ready to assist. Please contact us directly at ************.
  

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service 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 am the owner of the ******************** from ***************, **********. I want to remove the *** lien , which filed by Fleetsmarts without any documentation last year in May 2024. I never did factoring with them or used fuel card. I reached out to them to remove it, and they were asking for 500$ and tell me to wait for 45 days. Which is still very unacceptable business process.

  Business Response

  Date: 04/09/2025

  Dear Mr. **************** are writing in response to your complaint regarding Fleetsmarts and the UCC-1 filing associated with your business.
  After reviewing our records, we can confirm that your company executed a standard agreement with Fleetsmarts in May 2024. As part of the agreement, a ***-1 financing statement was filed to reflect the security interest outlined in the terms. Please note that the ***-1 filing is not a lien, but rather a public notice of the security interest. It serves as a claim on the assets tied to the agreement, and in certain circumstances, could convert into a lien if the terms of the contract are not met.
  
  While you state that you did not factor or use a fuel card, it is important to understand that the *** filing is based on the agreement itself, not necessarily on usage of services. If the agreement was executed, the filing remains valid until formally terminated, regardless of account activity.
  
  Regarding the termination fee, Fleetsmarts, like most service providers, charges a standard administrative processing fee of $500 to terminate and release the UCC-1 filing. This covers the administrative, legal, and compliance procedures required to ensure the termination is executed properly and filed with the appropriate agencies. The estimated 45-day timeline accounts for processing with the Secretary of ************* and other documentation workflows.
  
  We understand this may not be the response you were hoping for, but our process is both standard and consistent with industry practices. If you would like to proceed with the termination, please contact our compliance team at ************, and we will be happy to assist you further.
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  This Company (********** US ****************** working out of **************, ** and **********, **. Has filed *** Complaint Filing # **************-3 against my company (Gara Trucking, ******************, **). They are not my agent and I never gave them permission. Now they are asking for money to release the claim. They are trying to scam me and I cannot work with this situation so I do not have income because of this.

  Business Response

  Date: 04/07/2025

  
  Dear Mr. *************** understand your concerns and appreciate the opportunity to clarify this matter.
  
  You stated that Fleetsmarts is fraudulent and that you never gave permission. That claim is incorrect. Fleetsmarts only files UCC-1 notices after receiving proper authorization. In your case, verbal authorization was provided during a recorded phone call in which our representative clearly explained the ***-1 filing process and its role in establishing a fuel credit line. The filing was completed in accordance with that authorization and is fully compliant with the Uniform Commercial Code.
  
  This amounts to a threat of filing a negative BBB review as a means to avoid a binding contract, a tactic we have unfortunately seen more frequently due to interference from competitors. These competitors often coach carriers into filing BBB complaints to pressure Fleetsmarts into canceling agreements. Many of these customers initially agreed to our termsonly to later attempt to escape those agreements by making false claims and demanding *** removals under threat of public complaints.
  
  Regarding your concern that you are being asked to pay to remove the UCC-1there is a clearly established termination process that applies to all customers. It includes a $500 administrative fee and a 45-day processing period to ensure all accounts are reviewed and properly closed before a UCC-1 is released.
  
  Please contact us directly and let us know how do you want to proceed.
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  We first used their fuel card in 2021, because they promise better discount. At the time, they mentioned factoring, but we never signed up for it. We stopped using their fuel cards after a few months, because of some issue with invoice not showing our company names on it, but someone else's. Fast forward to 2025, when we tried to set up factoring with OTR, they said that Fleetsmarts filed a UCC filing on our company since 8/30/2021, and that we need a LOR from them to proceed. I reached out to Fleetsmarts and never got a response. Starting that day, we keep getting calls from them saying they would give us a better rate for factoring, so my boss decided to try it out. We signed the contract and they never mentioned anything about us using their fuel card to keep the rate. 1 month into factoring, and they keep using multiple excuses to raise the rate (none were discussed on the contract/calls). When we wanted a LOR for a specific broker, because the broker was either "not factorable" or "high risk" (even when the broker is rated A in their system), they said they don't send LOR for 1 broker anymore. When I asked to terminate the contract altogether, they said we would have to pay a fee. I asked about the fee, and the person said "$5000, I think" then she proceeded to put me on hold until I couldn't wait any longer and hung up. She definitely had no idea what she was talking about. And also, the these numbers are no where on the contract.

  Business Response

  Date: 04/02/2025

  Dear **** **,
  
  Thank you for reaching out. We would like to clarify the details of your account and address your concerns accurately.
  
  Factoring Agreement and Rates: In 2025, after you expressed interest in factoring with Fleetsmarts, we provided competitive pricing. Your concern about rate adjustments appears to be related to concentration risk and high-risk brokers. Specifically:
  
  TQL, the broker in question, was flagged as high risk. However, your account was not actually charged an additional rate, only warned of a potential adjustment.
  
  Per company policy, we no longer issue Letters of Release (LOR) for specific brokers. This policy was clearly communicated by your account manager
  
  If an additional rate were to be applied due to concentration risk, a refund would be processed after two weeks of fuel card usage, provided that the agreed conditions were met.
  
  Termination and Fees: Factoring does include a termination fee, which is standard in factoring agreements. When you inquired about termination, the representative was gathering the specific details for your case. 
  
  We strive to maintain transparency and work with our clients to find solutions. If you have any further questions or need clarification, please contact us.
  

• Initial Complaint

  Date:03/17/2025

  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.

  Today is Monday, 3/17/25. Fleetsmarts has not paid us to what they agreed upon. Last week, they changed their procedures & did not provide us any written information on these changes. We originally agreed to be paid load by load with receiving our funds within 24-48 hours from submitting our signed bols with them. This has been working up until last week. They changed their procedures to now they will not pay until after the broker approves the load. They did not provide this change to us in writing nor verbally until after the fact. We did not agree to these new terms. This process change is preventing us from being able to grow. We cannot have any delays with our payments. They also do not want to fuel us properly anymore & they want to force us to do a line of credit with them instead of doing load by load fuel. Now they are charging fuel as we go which gets deducted right out of our bank account where as before they would take the fuel out of our load by load earnings. Our account manager, Nelly, refuses to put any higher management on a call with us to discuss solutions to this. In addition, she provides no solutions just that this is how it is, we have to accept it is her answer. I have called customer service numerous times asking to speak to higher management & they refuse to do so. They have not paid us for 2 loads we finished by Thursday, 3/13/25 of last week which we would normally have received payment for the last load delivered on 3/13/25 this morning. We are delivering 2 loads today that they will owe us for. They owe us a total of $2,605.96 to include today's deliveries, Monday, 3/17/25. As of this time, we have no confirmation of when we will receive our payments. They refuse to send us an updated contract with their procedure changes as well. We want out of our contract @ no fees. Nelly says that's fine, we can get out of our contract as long as we can find someone to buy us out but we will owe them $500 for early termination.

  Business Response

  Date: 03/18/2025

  We appreciate you reaching out and understanding your frustration. Upon reviewing your account, we confirm that your submitted loads are being processed and funded.
  
  However, as part of our updated process, broker approval is required before payments can be advanced. We recognize this change may have caused some concerns, and we’re here to help clarify and support you through the process.
  
  Please don’t hesitate to contact us directly so we can assist you further. At FleetSmarts, we’re committed to providing reliable financial and fuel solutions tailored to your business needs. If you’d like to explore additional services that could improve cash flow and reduce delays, we’d be happy to discuss options.
  
  Looking forward to working through this with you.
  
  

• Initial Complaint

  Date:02/26/2025

  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 am the owner of the Bonkra Logistics Inc. from Fresno, California.I want to remove the UCC lien , which filed by Fleetsmarts without any documentation and when i reached out to them to remove it, they were asking for 500$ and tell me to wait for 45 days.

  Business Response

  Date: 02/26/2025

  Hello,

  Thank you for reaching out to us via the BBB. We are sorry to hear about the misunderstanding of our business processes.

  We have reviewed your profile and see that we have a recorded phone conversation with you and an email confirmation about our intent to open a fuel credit line for your business which entails us needing to file a UCC-1. Which was spoken and understood on the phone. Due to file restrictions on the BBB site we can not upload the MP3 file, but have attached the email confirmation sent to the following email [email protected].

  This filing is not a lien on your business and if you choose to go elsewhere with your business you may do so. With that being said we would love to earn your business as we know our fuel discounts and factoring rates are very competitive in today's market.

• Initial Complaint

  Date:02/25/2025

  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 spoke with this company once on the phone. They were trying to get me to use their fuel card. When I looked at the contract it said that I had to use their factoring which I told them I didn't need. I asked about it but they kept saying I didn't have to, the contract clearly says that I do. I told them that I was not signing the contract and had no use for any of their services. They still sent fuel cards that I never used. I recently found out that they put a lein on my ability to use any other factoring companies. I filled out a form asking for a release letter and have not heard from them.

  Business Response

  Date: 02/25/2025

  Hello,

  Thank you for reaching out to us via the BBB. We are sorry to hear about the misunderstanding of our business processes.

  We have reviewed your profile and see that we have a recorded phone conversation with you and an email confirmation about our intent to open a fuel credit line for your business which entails us needing to file a UCC-1. Which was spoken and understood on the phone. Due to file restrictions on the BBB site we can not upload the MP3 file and we have the email confirmation sent to the following email ***************@yahoo.com.
  

  This filing is not a lien on your business and if you choose to go elsewhere with your business you may do so. With that being said we would love to earn your business as we know our fuel discounts and factoring rates are very competitive in today's market.

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received the letter of release. 
  
  Sincerely,
  
  *********** ********

  Business Response

  Date: 02/27/2025

  Hello,

  Thank you for this response.
  
  It has been notated and escalated to the team in charge of contacting these requests. Someone will reach out shortly.

• Initial Complaint

  Date:02/24/2025

  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.

  Hello, I hope you are doing well. Im new owner of Tayazon Trans Llc. So previos owner setup with Fleetsmart account but i don't want continue work with them. im trying to setup factoring but need f release it from fleetsmart. Could you help me out? thank you

  Business Response

  Date: 02/25/2025

  Hello,

  Thank you for reaching out and congrats on becoming a new business owner. 
  
  We can not provide an LOR or release for this business as there is an outstanding fuel balance of $861.08.
  
  Once we get that satisfied we could work on getting you what you need.

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising 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.

  company called my business # and spoke with Jasmine (a minor) my niece. the sales *** never mentioned recorded call and proceeded to mention **** and filing it and coercing my niece to say yes, where she responded saying 'okay okay i need to speak to my father first' and based on this, they filed a lien on my company without my permission and refuse to terminate. They sent me the recorded call which never had my permission as im the owner but state of CA requires 2 person consent and to file a lien on my business after speaking to a minor and not me and not releasing the lien. **** coercing people that are minors or can't speak English well to say "okay" prior to getting off the phone to take advantage of them as they are trying to disconnect you can tell clearly in the recorded call they sent us for our records. and then force to pay $250 to $500 to terminate.

  Business Response

  Date: 02/24/2025

  Hello,

  This case was brought up to our attention today and has been escalated to the managers in charge of dealing with these cases.
  
  Someone should be in touch shortly to assist in getting you the documentation that you need.