NACPC Customer Service FAQ
This FAQ covers key topics from the Customer Service section of the NACPC website, including payment options, online payments, equipment registration checks, return locations, making bookings, over-the-road repairs, incident reporting, insurance requirements, and additional support contacts for GPS locations (value-added service), equipment questions, and specific repair scenarios.
Q: What payment methods does NACPC accept? A: NACPC accepts payments via the online payment portal (credit card), credit card by phone, bank transfer, and check by mail. All credit card transactions incur a processing fee.
Q: How do I pay my invoices online? A: Use the online portal to pay with a credit card. Visit the portal and provide your invoice number. For multiple invoices, list them separated by commas in the invoice field. Access it at https://www.nacpc.org/pay-chassis-invoices-online/.
Q: Can I pay by credit card over the phone? A: Yes, contact the accounts receivable department at 615-208-7303 (Monday-Friday, 9:00 AM-5:00 PM CDT). A processing fee applies to credit card payments (no fee for debit cards if processed differently). Receipts are emailed after payment. NACPC does not store card information.
Q: How do I pay by check? A: Make checks payable to North American Chassis Pool Cooperative LLC and include invoice numbers in the memo line. Mail to 525 Royal Parkway, Unit 290069, Nashville, TN 37229. For overnight delivery, send to 828 Royal Parkway, Suite 112, Nashville, TN 37214.
Q: Can I pay multiple invoices in one transaction? A: Yes, via the online portal (list invoice numbers separated by commas), by phone (specify invoices for credit card payments), or with bank transfers/checks (list in the memo/reference field).
Q: How do I set up a bank transfer or ACH payment? A: Contact NACPC for banking details by emailing accountsreceivable@nacpc.org or calling 615-208-7303.
Q: Whom do I contact for invoice inquiries or to request copies? A: Email accountsreceivable@nacpc.org or call 615-208-7303 for questions on charges or invoice copies.
Q: How do I dispute charges on an invoice? A: For Pool of Choice and Premium Pool disputes, complete the dispute spreadsheet from your invoice and email it to dispute@POCChassis.com (Pools of Choice) or dispute@nacpc.org (Premium Pools). For Net Lease or Toll invoices, email dispute@nacpc.org.
Q: Can I pay by debit card? A: For debit card payments, contact NACPC at 615-208-7303 or email accountsreceivable@nacpc.org. Debit cards are not accepted via the online portal.
Q: How do I check the registration on a unit or search for registration documents? A: Customers cannot register equipment but can check registration status or search for documents. Visit the equipment registration page and enter the VIN, ID, or Plate of the equipment to search for registration or matching documents.
Q: Where should I return premium pool equipment? A: For premium pools, the originating depot is the designated return location.
Q: How do I make a booking? A: To create or request a booking for NACPC chassis (such as premium pool units), use the ChassisOS platform at https://www.app.chassisos.com. Log in with your credentials to access the booking tools. This is the primary platform for reservations and management.
Q: How do I report over-the-road repairs or Premium Pool issues? A: Email otrrepairs@nacpc.org with the chassis number, company name and SCAC, driver name (if applicable), call-back number, location of breakdown (including highway, direction, closest exit; coordinates preferred), location contact information (if applicable), description of the issue, and photos.
Q: What if I need emergency over-the-road service after hours? A: For after-hours emergencies (6:00 PM to 7:00 AM), call the STM call center directly at 877-786-8473.
Incident Reporting
Q: If you need to report an incident on a NACPC chassis? A: To report an incident (such as an accident, damage, loss, theft, or other event) involving an NACPC chassis, use the official Premium Chassis Incident Reporting form here: Premium Chassis Incident Reporting. Complete and submit the form with all required details.
For more information regarding over-the-road repairs, click here.
Q: What are NACPC insurance requirements? A: NACPC operates as a UIIA-compliant Equipment Provider, meaning motor carriers must maintain insurance in accordance with the Uniform Intermodal Interchange and Facilities Access Agreement (UIIA) standards. NACPC uses the UIIA system for the administration of interchange contracts and the collection/validation of insurance certificates from motor carriers.
For the specific insurance template or details applicable to NACPC (effective as of November 4, 2024), refer to the UIIA-endorsed form here: NACPC Insurance Requirements Template.
Motor carriers typically submit proof of insurance (e.g., certificates) through the UIIA web-based application, which validates compliance against NACPC's (and other providers') requirements. This eliminates the need for separate filings. For registration or usage (e.g., OCEA-N or other pools), insurance is part of the online agreement and credit application process. Visit the UIIA-Compliant page on nacpc.org for more on how NACPC leverages UIIA for efficient insurance handling.
Q: How do I get the GPS location for my unit? A: GPS tracking is a value-added service. If your unit has GPS service added, email gps@nacpc.org for location requests.
Q: Whom do I contact for questions about daily premium pool equipment or leased units? A: Email equipment@nacpc.org for inquiries about your daily premium pool equipment or leased units.
Q: How do I report over-the-road repairs on a managed fleet leased chassis or daily premium pool? A: Email otrrepairs@nacpc.org with the required details (as listed above).
Q: What features do premium chassis pools include? A: Premium chassis typically feature radial tires, GPS tracking, LED lights, anti-lock braking systems (ABS), and auto-inflation systems on most units.
For general inquiries or additional support, visit the Contact page or email the appropriate department.