GroundCloud app is great... The customer service isn’t – GroundCloud Review

This review is not intended to be a smear campaign but to get the attention of someone, as many emails have gone without responses. I am a huge advocate of groundcloud. I’ve recommenced it to many contractors and know I am responsible for at least three signing up. Their routing software, manger portal, user friendly app, maintenance tracking, and many more features have made it much easier to manage our fleet. I love it so much I even sent in a resume wanting to join their team as they rapidly expanded with VEDR and scanner integrations. However, with the expansion, it appears their customer service and attention to detail has taken a back seat. I used to be able to call in or email the support lines and get answers within 24-48 hours, or at least an acknowledgement that very day. That is no longer the case. Here are a few of the issues I am eluding to: Massive amounts of back orders of VEDR. No one can give a straight answer for when anything is expected to be delivered. It is approaching six weeks (and counting) since I placed the order and never received them or a tracking number. iPads set up on MDM management system is almost useless now. There is no confirmation of when they receive your iPads or when you can expect them back. This happened as recently as 11/4/19 of me paying 2-Day express to 11/20/19 not getting them back. It took me calling multiple times to see when I would get them back. I asked to get them 1-Day Expressed back and was asked for me to send them the label instead of them setting it up themselves. What kind of customer service is that? I’ve yet to see any benefit of it being put on their system. You are left without any control of apps you deem necessary for your drivers. For example, you aren’t capable of adding The Weather Channel or Google Maps by downloading them in the app store and typing in the Apple ID password. If there is a solution, it was not communicated when I asked about it. On the manager portal, I was lied to about features that would become available. For vehicle, I was told we would be able to add reminders on things such as when inspection stickers would expire but has not seen in. Same feature goes for Driver’s Medical Cards and driver’s license. For anyone involved with operations or administration, we all know the simplicity of when all reminders, expirations, and data can be stored in a uniform location. I have yet to see bugs in the manager portal be fixed. The major one is under vehicles; you’re supposed to be able to see the driver and route each truck is on that day. This is a logic that is communicated when the pre-trip is completed and the driver route is assigned, or so I was told. From day one, I have had it set as a requirement for the driver to select their vehicle ID, which is also the only feedback I was given. I never heard back a second time. Under settings, there is another logic issue when assigning driver routes. You can select that a driver can change their route to one that is already assigned to another route. Something that would be useful when someone takes time off, a driver covers that route, and/or when the driver comes back to work. This feature does not work, and I have given up on communicating these issues as they do not get resolved. The following is an issue I never heard back from anyone on. I sent it to the “support” email, the employee I was dealing with for VEDR, and the owner, David. “David, I’m sorry to bother you but have a question that is very unique and haven’t gotten a complete answer yet. I have spoken with Joe Jasper on the phone and emailed the support team through “gogroundcloud.com” about a unique problem we are faced with and looking for help on the best solution. In order to satisfy FedEx’s requirements, we had to setup 2 companies running out of the same terminal; I will refer to them as Company A and Company B for simplicity. The 2 companies are owned by the same 50/50 partners and is set up as separate entities solely to satisfy FedEx. All the drivers are employees of each company, cross trained, trucks are switched between each, and operate the companies as 1 unit. Since we’ve been using GroundCloud for the past year, we had all routes, vehicles, and drivers listed under Company A to reference stop counts in one place and streamline management. For VEDR, we had to set up an account for Company B and list the vehicles with that company. After communicating with Joe, he informed me that VEDR data will not be recorded if the driver is not logged into Company B’s account. If there is a way around this and we can keep everyone under one company, it’d be much easier for us. If this is not feasible, I understand but still faced with an issue. Being located in West Virginia, GroundCloud has made life a lot easier by being able to update stop location and add address notes that are visible on the screen when approaching stops. How can all the data we’ve collected the past year be transferred from Company A to Company B? We have utilized these features to their fullest and put in a lot of work to make the routes easier for training and coverage during calls offs. This also creates an instance we will be paying for the same drivers twice. As you can see, this could potentially double our cost, which is not ideal since our last invoice was $810 last month. Looking forward to your insight, Scott Levine” GroundCloud, or Windigo Logistics, Inc., please take this seriously as you used to be fun to work with / product to use.
Review by srlevine10 on GroundCloud.