Removal from the platform without reason
We worked with FR8Star as part of a freight brokerage business for over six years, building our business around the platform and trusting them with thousands of shipments. During that time, we remained loyal customers and paid a $10,000 reinstatement fee after our account was reinstated. Unfortunately, our experience following that reinstatement was very disappointing. Based on the explanation provided to us, our company’s account was permanently deactivated after Phil Lyons concluded that one of FR8Star’s emails had been accessed from a Ukrainian IP address. During our communications, we understood that FR8Star could not determine who actually accessed the email, only that it had been opened from that IP address. We immediately explained that our business has been operating from Warsaw, Poland for years. We offered bank statements, phone records, email history, and any other documentation that could help verify our location. We also informed FR8Star that we had been reporting missing FR8Star emails for months, leading us to believe there may have been a technical issue rather than an intentional policy violation. In our experience, the information and documentation we provided did not result in any further investigation or technical review, and we were informed that the decision was final. After more than six years on the platform, over 1,900 completed loads, and paying a $10,000 reinstatement fee to continue doing business, we had hoped for a more thorough review of the circumstances before such a significant decision was made. The permanent deactivation of our account had a severe impact on our business, reducing our revenue by approximately 80%. Losing access to the platform meant losing not only approximately 80% of our business revenue, but also the reputation and trust we had spent more than six years building on FR8Star through consistent performance and positive customer reviews. We understand that every company has the right to enforce its policies. At the same time, we believe long-term customers deserve a meaningful opportunity to present evidence and have unusual situations fully reviewed before a permanent decision is reached. Based on our experience, we cannot recommend FR8Star.