Amazon Relay Customer Service

50% of the time when i go to any new route it mostly took me to wrong route and then it starts saying rerouting and then it says make a U-turn 😳there is no hell a way you can make a U-turn on this ... and 93% of the time it will take you to the longest route as possible I know it will gonna take me to the truck route but there are the routes that I know I can tell it took me to a way longer route .. With relay app I am 100% satisfied but their navigation I am 100% dissatisfied ... I don’t know how and why one time it took me to the no truck route and all sudden it start saying make a U-turn make a U-turn then why the hell you took me to that route anyway.. Their is so much things i can say but .....

The navigation: - It can lag a few seconds behind, so it can sometimes be easy to miss a turn. - In most circumstances the routing is good but if there is traffic, or if you miss a turn it can sometimes provide dangerous or illegal options when trying to reroute eg. It might try to get the driver to do a u-turn onto a four lane highway. Or it might give instructions to turn onto a small country road unsuitable for trucks or a road that is even signposted as such. - It doesn’t provide an audible warning when a driver is speeding. - The new floured map can be very confusing. The blue line that shows the route is too close in color to other lines. For example, one of the road clours is purple. So, it can be very easy to take follow the wrong line. The less clear the navigation is the more dangerous it is. The old nap colors were much clearer. Other things: - If a stop on Relay changes, a message should be sent and it should have an audible sound when we receive it. Having this feature built into the Relay / ROC process would save time and money. For example, if a driver is bobtailing to a stop for a pick up it would be useful for then to know if their load they are picking up has cancelled before they get there. Then they wouldn’t have to make a wasted trip. - A form has been added recently that asks us to verify that the trailer we are picking up is safe and legal. It would be useful for this form to also be included when dropping off a trailer. Doing so will improve the trailer pool because, if a driver has to verify that a trailer is ok (and effectively put their name to it) they will be a lot less likely to drop a defective trailer.

They have a near perfect check in and out process. Its very rare if I am not checked in, dropped the trailer, and checked out within 15 minutes. It’s the exact same picking one up. They scan the load id barcode on your phone and you’ll immediately see what slip you’re dropping in/picking up. I’ve never seen anywhere have it set up so perfectly. Where they do have room to improve is on the majority of the loads mileage pay. But if you are watching good ones pop up on the fresh and you have to be quick lol

Now the app is great some glitches here and there but hey nothing is perfect im fine with that! Now can someone tell me this! Why do i have to wait 2 hrs when i arrived at the location and was supposed to pickup an empty there was no empty trailers available so im assuming i can just go to the next stop ROC wants me to wait 2 hrs just to tell me i can bobtail out because there is no empty trailers 😒 OFC!!! There is no empty trailers im here talking to the employees!!!!! Why waste my time waiting for an empty that’s never going to show up? 😒

I tried to look for load at my locations many times the app always shows the pick up addresses are close by when it 100 of miles away, this app caused my performance went down because of inaccurate informations, I booked loads and they don’t sent them to trips to dispatched drivers, and worst part customer services are even helping

When a load is cancelled the status should always appear on the app. I assigned my driver and used the app to navigate all the way to the sight just to be told that the load was cancelled without any notification on the app. This has happened only a handful of times but one time is too many because errors such as that really affect bottom of fuel/toll costs not to mention labor time.

Please do a with instructions for the event of a detour, where the data apps are not effect at finding the pick up and drop off location by substituting it with strip mapping technology. This will allow the operators a chance to accurately and effectively arrive at the desired location without further or waste or the carriers resources. This are has ben under construction for quite some time without effective leadership accepting responsibility in optimizing the time of logistics through surveillance and technology combined. There are some things the machines or machine learning cannot comprehend without the engineers direct involvement. Also when all pick up and drop off are complete it is no necessary for the driver to bobtail to their original location to check out. In this case a phone call or a control in the application will suffice.

The App is nice however the rates need to go up. For the the tolls we pay are expensive not to mention all the time we spend waiting that we are not born compensated for. Our time is just as valuable as Amazons and we should be paid for us having to wait because loads aren’t ready or something’s goes wrong on the trip that isn’t our fault. Also we should be compensated when y’all cancel our trips are we have Commuted to pick up your freight diesel fuel isn’t cheap nor is it free . Thank you

My only critiques would be when you’re on the app and you go from the regular load board to post a truck that it give you the same option as the regular load board. The option for one-way or round-trip would be nice in the post truck and. Also on the post to truck it would be nice to have an alarm instead of a notification when you’re selected for a load since it’s an audiobook if you happen to fall asleep which I did you could possibly miss your load.

This is a extreme monumental issue with GPS. I arrive to the location on the app, upon arrival on the top in green it states “GPS arrival detected”. I then proceeded to finish the entire route and upon closing I look at history and it says “GPS not detected”. This failed metric on this particular app needs to be fixed as soon as possible. It is affecting my dispatchers account performance!

Pretty good structure but it could use a few upgrades, like I booked a load and I arrived on time but the load wasn’t ready on time, I thought the system would automatically update the new departure/ arrival at destination but it didn’t, so that’s very bad for carriers that are trying to maintain good score since it’s a score based system

Locations need to be updated too many last minute turns and the app requires too many refresh attempts. There needs better notifications of when the loads are ready. The time period to see available loads could be extended or maybe it be listed to show the destination city. Call me if needed for explanation. Thanks

The app could be very useful, but with so many facilities beginning to not use it makes me rethink having it. What really is the point? Most of them rather scan the bills instead. The GPS feature needs a lot of work. So many times it leads me to a dead end street! However, it is great for getting the tour information to you.

I have noticed much improvement in the past one year. Last year it took me to someone’s front yard because the facility I was going to was behind the landlords fence. It was very difficult coming out and was eventually stuck in mud and had to be towed. I have seen much improvement this year.

Whats up with this. I mean come on u getting flagged for speeding and speed limits on app and on the road don't match. For example! I had issue with the app saying speed limit is 25mph but is not is 55mph . The speed limit 25mph is only during 15:30h-16:00h on school days while any other time is 55mph .

Can you please fix the load board origin because you can’t change the location unless you re-download the app again, and that’s a problem for the dispatcher. Thank You.

Please fix origin in new update. Because once you select a origin then you can’t change it You have to delete the app and download back again to make another search so please fix it asap.

My only issue is it auto brightens my phone to the max. It's the only app that does this and I hate it. Please take this feature away. If we're looking at the load board... We don't need max brightness in bed. GPS is ok but could use some tweaks. Especially with the notifications of turns and better on and off ramp indications.

The new features are all right except a few bugs the app turns my music down and you have to turn app off to get volume back. The other thing is trying to scroll for up coming off ramps it fogs out and you can’t see what’s coming like older version. Volume on app is loud but turns music down to sleepy mode NOT COOL🥵🥵🤦‍♂️

I’m ready to play!! This has to be the simplest app to navigate through! Without guidance, almost anyone would be able to set up, toggle thru, and completely understand everything they’d be looking at. Amazon’s got it goin on…all the way around the globe!!

I don’t where if its the issue in app. It doesn’t show BOL for ITELCOM deliveries on app. At YOW4 Nepean location they are paperless. It gives us hard time. Please fix the issue.

My ID # AZWVH I’m interested to work in city loads delivered 24/7 available but nave showing aa signal load city work on my loadbord I don’t know way I’m add my own company 2 months ago but working with Amazon start work in Edmonton that time but under different company’s TRULOAD western pasafice and deason but these guy pay 1/3. I’m doing hard work all ways night shift whit these all companys at Amazon I know about all locations. if any time need cover city loads I’m available 24/7 just one call my number and all information about my carrier service company in Amazon system . Last winter time doing shunting at YGE1 UNDER TRULOAD DOING WORK ALOTS OFF HOURS. He pay me $32 hour and I’m useing my own truck and own fuel I know about how much money pay per hour Amazon. Any way pls if need my services I’m available 24/7. Thx

To good app for driver

Excellent

Best

First day good experience to work with amazon hopefully

App stuck and not updating the load information .

Easy to work

The route function has several glaring inadequacies. It is not possible to select an avoid tolls option and it is going to route you to every toll it can find. Most of the time it won’t say it’s a toll rd coming up. It is also not possible to see the steps of the route to check for tolls or to see the next turns coming up which makes you wait till the last seconds for its directions and you are out of position for its secondary direction because it frequently leaves out directions like north and south or east and west when both are available from the same exit. Banner’s which stay across the upper map all day such as air stagnation warning or gate ahead are a real nuisance as well. It does a great job of directing you to the truck gate most of the time. It just does not have the functionality of Google maps that would give it the true quality that is needed.

This app used to be goo, but they changed the entirety of how to update loads in it. Now my drivers get to gate and it still says “APPROACHING GATE” and won’t let them check-in. The swipe option at least worked, now they sometimes have to wait till they’re past the gate and gate employees are getting annoyed. This new app update is actually causing delays on its own. The guard shacks had to have driver go forward and then come backward multiple times just to get the app to go into saying the driver was there. CHANGE BACK TO SWIPE, AT LEAST IT ACTUALLY WORKED!!! UPDATE: It’s even worse than I thought. It tends to update the departure time before it adds trailer info so it spawns an email to dispatch each time saying trailer left without trailer ID. Literally EVERY time. Also on LTL runs (single VRID with multiple stops) it fails to update the departure time entirely. Our dispatch had to update the times manually and it messed up their performance. FIX THESE PROBLEMS!!!

Before the latest update the Relay app was everything it should be. However, now it has been updated with bubble letters and complete sentences to relay information such as an empty trailer. For example, previously it said “Empty” for an empty trailer, now it saids “Your picking up an empty trailer and picking up a loaded trailer”, which is totally overkill and ridiculous to a professional driver. The previous version showed all information on one screen that driver and guard shack needed, now you must navigate 3 screens that each have foldout or drop down menus to see the same information. Many drivers are trying to review this information to plan a stop while driving, and it is completely unsafe the way they must navigate the app now. The update is confusing, inefficient and was needless as the old version was very sufficient and practical for a professional driver.

I do not write a reviews often. But this is what need to be beter. I picked up a load two hours before app time, i stop to sleep 3 hours you guys call me and told me that I can’t stop. I got two hours before delivery time. Respect my time! If i picked up a load in 1:00am and i have to be by 13:00 at delivery location, a have 7hours to drive I dont know why I need to drive straight to location. Porta potty is not alowed to be used by the drivers, why? You putt my pick time in ap 3:30 am i showed up 3:10. The security guy told me ap is 4:00. I dont know why this is not sincronised with the app. I don’t know why i need to turn off my bobtail if security does not came out off the office. Also i do not understand why cant we wait inside if we show up few hours before.

I understand it uses longer routes for trucks but it doesn't work half the time and when it does I'll compare route to other navigation apps for trucks. It adds miles for no reason. Considering they don't like us to be late that really doesn't make sense. Also when I'm on a new route and it doesn't work at all it's stressful because I'll have to use other apps in background and it kills battery fast. Last problem is latest update makes scanning packages a painful process. It's a good app that does it all but what's the point if it does some things good and others not work properly. I'd rather have three different apps that all work well.

Let me start by saying this has to be one of the worst companies to drive for!! They offer owners of their own company bottom feeder load prices!! barely a dollar per mile going 700 miles in some cases!! They’ll have a load going 5 thousand miles with 15 different stops all over the USA and want to pay you 4500!! Laughable!!! How are you to pay for fuel?! They play with the pay per miles constantly posting a load with a garbage price only to take the load off, bring it back at an even lower price!! Everything is done by an app you can’t reach anyone who know what’s going on if there is any kind of problem!! They want you to drive straight no matter how many miles the load is and they will degrade your rating for stoping to sleep, eat or get fuel!! This is beyond a garbage company!!! Don’t waste your time!!

I’ve been driving for relay for two years and it is absolutely no way to make a living. It’s sad because they cut corners every step. People keep taking loads at such low rates that you’re not able to make a profit from it. Not even to mention how the UI for the Relay app itself is absolutely horrendous not able to use the truck GPS because of constant bugs app is no longer registering arrival so I am getting Dr. points and they tell you that you can dispute that, but it doesn’t matter because if you fall below a certain percent I’m pretty sure it’s 92% they lock you out of their load boards meaning any contracts that you booked with them up to that point are now lost. DONT WORK FOR THEM! TRUST ME!

They are constantly improving, kudos to that. Unfortunately, some of these changes lead to lack of accountability that works against the drivers/carriers from yard employees, ROC mistakes and app malfunctions. E.g. yard Marshall didn’t check you out properly, the app said you’re but you discover the following week your pay is held due to discrepancy of load. E.g. a yard sends you to off site, you pick up or drop off but due to it being off site, the yard marshal doesn’t check you in or out properly and you don’t get paid. E.g. ROC cancels a load partially and require you to finish the last legs of the load by deadheading for a fraction of original pay and other experiences that works against the carrier’s effort to be in compliance.

They are so bad that they don't even acknowledge the problems that happen with the driver or the company they work with and the company's performance is going down and there are no good prices. All companies that work with them should stop booking the load at such a low price. Scammers I booked a load last week and when I arrived the first stop was cancelled and they changed the price to half the amount and when I spoke with them they told me to complete the work and then file an objection in order to reduce the amount and I know that they are liars and scammers and I cancelled the booking and after that the company's performance declined and I am sending them messages about it and no one answers

The app is great and really helpful when it works, it definitely streamlines the check in and check out process and keeps you moving, but for the last several days it just hasn't been working. I'm still able to access the ELD, but I can't check in and out, access the GPS, or see when my loads are ready. I've tried emailing and calling for support, but I've gotten no answers so far. There's no way to get technical support or to submit a ticket if something is wrong. I really like this job, but it's very frustrating to have to depend on an app that's not working correctly to do your job.

So I started driving loads for u guys and having issues with the app called Roc like 5 times today they don’t know anything they gave me emails for me to get the issue worked out they don’t know anything at all waste of time nobody knows anything how can u have a company so big but u hire people that don’t know anything about the app r can’t even get u to the right people to help u out I’m renting a truck losing money because haven’t really did any loads I just don’t get how so many people that work for company can’t tell me anything about y my app isn’t working it just doesn’t make any sense nobody knows nothing I think I’m find me another carrier company this is a waste of time

After the most recent update for iOS, the scanner for barcodes (DDU Deliveries) will freeze after each scan. RESOLVE THIS CONCERN IMMEDIATELY. We are in peak season with more freight than ever before and this small technical issue causes huge delays when we are trying to deliver to Post Offices. This, of course, after being asked for the third time in a shift if we have “taken our temperature today?” Yes! The answer to this question is the same now as it was three hours ago: please do not design your software to interrupt my attempts to do the job you have assigned me.

The relay app is fine, but Amazons customer relations is terrible. Whenever there is an issue as a driver using the app, relay support is only available through email and if they decide to respond, they respond with, review our FAQ’s. I’m owed over $2000 in TONU and am told I need to train my team. Then they run a ridiculous performance system that takes work away from hard working drivers. I had to cancel 2 loads due to an illness and was told that was my fault and due to canceling those 2 loads it tanked my performance score to a C and now they won’t allow me to book work. Ridiculous how it works

This app is full of problems, and there is no technical support to help you when the app freezes, amazon's pay is a mockery to a truck driver, and amazon's logistics are ridiculously garbage, you go to pick up a trailer and that trailer does not exist, you go to deliver a trailer and there is no space in that place to leave the trailer, after having driven a distance to pick up or deliver a trailer they cancel you, and they pay you whatever they want, once I was there from 7:00 pm to 12:00 am to be able to drop off a trailer and they only paid me $49, because they canceled the load,

Since the newest update, the iPhone 15 (latest iOS updated) the camera for scanning in and out of truck automatically adjusts 10-15 times and continues to give red error alert. After camera doesn’t accept scan it later updates with previous scans included. Example: I scan 3 pallets and only 2 accepted into system then when I go to scan a 4th pallet it will show 3 previous scans. This is very frustrating due to the fact that you cannot manage your time for loading truck properly because app continues to give error in number of scans.

You need this app in order to run relay freight and everything was working fine up until two days ago and the navigation portion of it stopped working and trying to get a hold of a person to talk to to find out what is going on is impossible, and since your performance can be tied to your tracking and using the app, you have to wonder and be concerned if everything is going to be OK as far as your performance is concerned

The app and the process are great. Every trucking company should do something similar as it makes the most sense in the world for ease and efficiency. ROC, however, is HORRIBLE! They can’t hardly speak English which one can work around, they don’t let you talk and straight hang up on you which makes you have to wait another 20 minutes for a call back all to repeat the process again. It’s the most absurd thing I’ve ever had to deal with.

When alerted that a load is ready for pick up and after confirming the last four digits of the trailer number and loading of the bill of lading should occur the app crashes and says something went wrong. I must exit the app and restart it and click resume work when I do that the bill of lading does not come up it loads up automatically the next stop location and the only options there is start later or navigate

Latest updates have the app unresponsive to commands. Too many pop ups for notifications about yard safety and various other unnecessary notifications. The face scan needs to go, either ask for a scan once at the start of my shift or remove completely, it’s not more secure to keep scanning every pickup. Getting back to the main screen from either the load id screen or any other sub menu is abysmal having to hit the back arrow manually times. All on IPhone16pro so plenty of phone to handle the app. It’s just very bloated and poorly optimized.

Every update makes the app worse and worse. Bring back swipe to check in and manual check in on the report arrival issue button. Gps is bad and now you can’t even use the freight not ready, wrong equipment, shipper refuse ect buttons UNTIL your arrival time which 99.9% of the time, you are going to be hours ahead of your times. So now you have to sit and call ROC to have them change your route if you have an issue and sometimes they will make you wait until departure time which is beyond pointless

Overall the app is Good. The main issue I have with the app is that having a local cell phone service going to different states and cities, my phone doesn’t always check me in on time, due to my cell phone provider not having towers in a lot of these states and cities we travel in. So if I’m cutting it close I get a late load. Also sometimes I have to drive miles before I get on a recognizable tower. App should allow drivers to have a way to communicate while off-line. This is my only issue.

This week alone I got 4 loads cancelled 3 straight days in a row for not reason not my fault and the only answer it was sorry it’s a machine that does it but I obviously didn’t get paid (was booked and cancelled same day) and I can’t get a simple notification on this app ?? So maybe I can go back and get another load or allocate my time I lost 3 days of work and now when I get a load I have be checking every hour or every 2 because it gets cancelled like nothing and you can even get ONE notification or email

Needs improvement a lot, somehow empty trailer status needs to be in the app for every location. It’s annoying to call all the time and be on hold for 20-60 minutes to update your trip and be told go somewhere else for empty, then you arrive at the new location and no empty’s also. The app needs to have a place to put no empty’s at a certain location then generate your next closest location with available empty’s. Also the gps location has to have a way to manually input without having to trouble shoot.

Picking up at ORD-9 has turned into the drivers also becoming the packers for this location; this most recent load had 39 scans; nine were pallets, and the rest were individual boxes, sitting on the floor, waiting for the driver to load them either into a box or on the truck without any secure way of transporting them. The load assistance response was if you don’t like it, don’t pick it up from this location.

I don’t who approved it but it built so poorly like children made it. Consistently crashes. If you close it due to it not working or not responding and reopen it it’ll bombard you with tons of pop ups from everything from the questions to letting you arrived or your load is ready. The buttons have a huge delay from pressing to when the app actually responds. The photo verification is terrible doesn’t work half the time. Who ever built this needs to go back to a school that’s reputable and relearn app development.

The app works great until you have a problem. There is no support for the app. You have to submit a work order that takes days for them to respond. The only callback feature is when you are on a load. Even then the help is spotty. Rude customer support. They hang up on you all the time. Cut you off when you are trying to explain the situation. I know it’s a language barrier but they are not nice people and very condescending.

Was told my driver ID was suspended but have never received any kind of notification. When arrived no one can give me any details about the suspended ID was told to return at 8 am to speak with the right person for additional information. When I arrived back at 8 am again no information was given and there was no one to speak with A billion dollar company but no one can give me any information or direct me to speak with the proper person And my books trips are showing rejected because we can’t go in

Why is the location service needed to be set to always on? It doesn’t shut off when the app is off either the app is still regardless tracking you outside of work. That’s a bit of invasion of privacy, regardless the app isn’t that much of help when on the location regardless takes up to an hour to get your load ready. The time it gives you for pick up should be the actual time not an hour later. It’s pathetic that a company this huge can’t get that right and continues to waste driver time.

The app is great, very easy to use..sometimes is very slow. The only issue with this is the Costumer Service..the people there are rude and very not helpful. Amazon..if you read that, please try and fix the problem cause it’s making work very difficult and you have to act on your own in situations you when there are people there who have to answer questions and help..(that’s what I personally understand what Costumers Service means) but they would not help at ALL and will be rude, like you were disturbing them.

Ok app so far but they need to keep listening to client reviews like ours. - App needs to label when a load is Live so it doesn’t have us thinking we are dropping the trailer and go or actually picking up a trailer or actually live. I just had a situation like that. Complete bummer bc customer stated I had to stay with trailer or take the trailer With me and come back in morning. No good bc I needed to bobtail in order to find a safe park etc. - Also needs to be easier to read. Needs some color and bold options to separate each load from the next. It all looks like a thesis paper trying to find what I’ve completed and what’s next. - Please make these user friendly changes. Thank you.

Please fix

Poor app shows unreadable every time. Submitted 30 times no one is responding or wants to help.

I have had Amazon Relay for over 6 months and I have not received a single load and nothing has shown up in my load board to accept. I have been using the post a truck option since the start and my match outlook is always high. I have tried to contact the support section many times and they just direct me elsewhere each time.

Bug ridden and unreliable

App freezes all the time need to reinstall