Handling Driver Issues and Complaints

Every trucking operation encounters driver issues and complaints. How management responds to these situations determines driver satisfaction, retention, and company reputation. Effective issue resolution requires listening skills, fairness, clear processes, and sometimes difficult decisions. This guide covers best practices for handling common driver issues and complaints professionally.

Why Proper Issue Handling Matters

Impact on Retention:

Good Issue Resolution:

✅ Driver feels heard and valued
✅ Problem solved fairly
✅ Trust in management increases
✅ Driver stays with company

Poor Issue Resolution:

❌ Driver feels ignored or dismissed
❌ Resentment builds
❌ Trust eroded
❌ Driver quits (often taking others with them)

Cost:

Losing driver over preventable issue = $5,000-$10,000 replacement cost
Damaged reputation (online reviews, word-of-mouth)

Common Driver Complaints

1. Pay Complaints:

Common Issues:

"I'm not making what was promised"
"Miles are too low"
"Detention not paid"
"Deductions I don't understand"

Root Causes:

Miscommunication during recruiting
Market conditions (freight slow)
Legitimate unpaid items
Driver expectations unrealistic

Resolution Process:

Step 1: Review Together

"Let's look at your settlement together. 
Week 1: 2,100 miles × $0.55 = $1,155
Week 2: 2,400 miles × $0.55 = $1,320
Average: $1,237/week × 52 = $64,344/year

We discussed $60K-$70K range. You're tracking toward that. 
Are you comfortable with this or do we need to adjust?"

Step 2: Address Legitimate Issues

Unpaid detention? "You're right, I'll get that corrected"
Incorrect mileage? "Let me verify and fix if wrong"
Shows fairness and accountability

Step 3: Set Expectations

If market is slow: "Freight is soft in January, miles will improve in March"
Be honest about what you can/can't control

2. Home Time Complaints:

Common Issues:

"I'm never home"
"You said home every weekend, I've been out 3 weeks"
"Missing family events"

Resolution:

If Promise Was Broken:

"You're absolutely right, and I apologize. You were promised home every weekend. 
We need to fix this. Let's plan your home time for next 3 months right now. 
I'll put it in writing so you can count on it."

If Misunderstanding:

"I think we had a miscommunication. Let me clarify our home time policy: 
[Explain actual policy]. I understand if this doesn't meet your needs. 
Let's discuss if there's a solution that works for both of us."

Action:

Get driver home ASAP
Plan future home time clearly
Honor commitments

3. Equipment Complaints:

Common Issues:

"Truck keeps breaking down"
"AC doesn't work"
"Truck is uncomfortable/dirty"
"Assigned old truck when promised new"

Resolution:

Immediate Issues:

"AC not working in July heat is unacceptable. I'm getting you to nearest 
shop today for repair. You'll stay in hotel tonight (we pay) while fixed. 
If not fixed tomorrow, I'll get you a different truck."

Long-Term Equipment:

"I know the truck is older than you'd like. We have 2 new trucks arriving 
next month. Based on your performance, you'll be first in line for one. 
In the meantime, if maintenance issues arise, we'll fix them immediately."

Action:

Fix legitimate equipment problems immediately
Don't make drivers suffer with broken equipment
Follow through on promises

4. Dispatcher/Communication Complaints:

Common Issues:

"Dispatcher doesn't answer my calls"
"I get no respect"
"They yell at me"
"Poor communication"

Resolution:

If Complaint About You:

"I'm sorry you felt disrespected. That was never my intention. 
Can you tell me specifically what happened so I can improve?"

Listen Without Defensiveness:

Driver may have valid point
Your tone or words may have been misunderstood
Apologize if appropriate
Commit to improvement

If Complaint About Another Dispatcher:

"Thank you for bringing this to my attention. I'll speak with [dispatcher] 
about this. We expect professional communication with all drivers. 
This will be addressed."

Follow Through:

Actually address with dispatcher
Follow up with driver: "I've spoken with [dispatcher], issue addressed"

5. Load Assignment Complaints:

Common Issues:

"I always get the worst loads"
"Why does [other driver] get better routes?"
"I'm stuck in bad lanes"

Resolution:

Review Load History:

"Let's look at your loads this month:
Week 1: CA → TX, $3,200
Week 2: TX → GA, $2,600
Week 3: GA → CA, $2,800
Week 4: CA → AZ, $2,400

Your average: $2,750/week
Fleet average: $2,650/week

You're actually above average. Do you feel like certain loads are unfair?"

If Legitimate:

"You're right, that was a tough load. I'll try to balance it out with a good one next."

If Perception Issue:

Data shows fairness
Explain load assignment logic
Reassure driver

Conflict Resolution Framework

Step 1: Listen Actively

Let Driver Speak:

Don't interrupt
Don't get defensive
Don't dismiss concerns
Understand their perspective

Active Listening Phrases:

"Tell me more about that"
"I hear you saying [summarize]"
"That must have been frustrating"
"Help me understand..."

Step 2: Validate Feelings

Acknowledge Emotions:

"I can see why you're frustrated. If I were in your position, 
I'd feel the same way."

Doesn't Mean:

You agree driver is right
You'll give them whatever they want

Does Mean:

You acknowledge their experience
You take concern seriously
You're not dismissing them

Step 3: Gather Facts

Investigate:

Review data (load history, pay records, etc.)
Talk to others involved
Check company records
Get complete picture

Don't Rush:

"Let me review this and get back to you tomorrow"
Better to respond correctly than quickly

Step 4: Determine Resolution

Options:

Driver is Right:

Apologize
Fix the issue
Prevent recurrence
"You were right, we dropped the ball. Here's how we're fixing it."

Misunderstanding:

Clarify
Explain
Ensure understanding
"I see where confusion came from. Here's what actually happened."

Driver is Wrong:

Explain gently
Provide evidence
Help them understand
"I understand your concern, but here's what the policy actually says."

Compromise:

Meet in middle
Both give a little
"I can't do exactly what you're asking, but how about this instead?"

Step 5: Follow-Up

Check Back:

After resolution: "Is this issue resolved to your satisfaction?"
Week later: "How are things going now?"
Shows you care about outcome

Handling Serious Issues

Substance Abuse Suspicion:

Indicators:

Slurred speech, confusion
Smell of alcohol or drugs
Erratic behavior
Performance suddenly deteriorates

Action:

✅ Remove from safety-sensitive duties immediately
✅ Reasonable suspicion test (trained supervisor required)
✅ Do not allow driving until tested
✅ If positive: SAP process, no driving until cleared
✅ Document everything

Never:

❌ Ignore suspicions (liability)
❌ Let driver continue operating
❌ Fail to test (legal requirement if reasonable suspicion)

Harassment or Discrimination:

Types:

Sexual harassment
Racial discrimination
Hostile work environment
Retaliation

Action:

✅ Take seriously - Every complaint
✅ Investigate immediately
✅ Document all findings
✅ Action if substantiated (discipline, termination)
✅ No retaliation against complainant

Legal Requirement:

Must address harassment/discrimination
Failure to act = Company liability

Theft or Dishonesty:

Examples:

Fuel card fraud
Cargo theft
Falsifying logs
Claiming false expenses

Action:

✅ Investigate thoroughly
✅ Gather evidence
✅ If confirmed: Immediate termination
✅ Report to authorities if criminal
✅ Document in driver file

Documentation Best Practices

Document Everything:

Why:

Legal protection
Performance tracking
Pattern identification
Consistency in treatment

What to Document:

Complaints received (date, time, summary)
Actions taken
Driver responses
Outcomes
Follow-up

How:

Written notes in driver file
Email summaries (creates timestamp)
Database/CRM entries
Incident reports for serious issues

Preventing Issues Before They Arise

Proactive Management:

Regular Check-Ins:

Don't wait for complaints
Ask: "How's everything going?"
Identify small issues before they become big

Clear Policies:

Written policies for common situations
Everyone knows expectations
Reduces "I didn't know" issues

Consistent Treatment:

Apply policies fairly to all drivers
No favorites
Builds trust

Open Communication:

Drivers feel safe raising concerns
"Open door" policy
Address issues promptly

When Termination is Necessary

Grounds for Termination:

Immediate (Gross Misconduct):

Substance abuse violation
Theft
Violence or threats
Refusing reasonable assignment
Falsifying records
Serious safety violation

Progressive (After Warnings):

Chronic poor performance despite coaching
Repeated policy violations
Attendance issues
Unprofessional behavior

Termination Process:

Documentation:

All incidents documented
Warnings given and documented
Driver had opportunity to improve

Meeting:

Private, professional
Clear explanation
No surprises (driver should know why)
Final paycheck process explained
Return company property (truck, fuel card, etc.)

Professional:

No arguing
No burning bridges
Provide unemployment information
Wish them well

Conclusion

Handling driver issues and complaints effectively is essential for maintaining a positive work environment, retaining quality drivers, and protecting the company legally. Listen actively, respond fairly, document thoroughly, and always treat drivers with respect—even in difficult situations.

Key Takeaways:

Common Complaints:

✅ Pay, home time, equipment, communication, load assignments
✅ Listen, investigate, respond fairly

Resolution Framework:

Listen actively
Validate feelings
Gather facts
Determine resolution
Follow up

Serious Issues:

✅ Substance abuse: Immediate removal, testing
✅ Harassment: Investigate, take action
✅ Theft/dishonesty: Terminate, report

Documentation:

✅ Document all complaints and resolutions
✅ Legal protection
✅ Pattern tracking

Prevention:

✅ Proactive check-ins
✅ Clear policies
✅ Consistent treatment
✅ Open communication culture

"How you handle problems defines your company culture. Handle them well, and drivers will trust you. Handle them poorly, and they'll leave."

Continue Learning:

Master issue resolution for a harmonious, loyal fleet. Continue your education at Carriversity.

Handling Driver Issues and Complaints