Where Can I File a Complaint With Ryder Truck Company?

02/04/2020

We signed a 1 yr lease agreement for 3 semi trucks in July 2019. After less than a month the breakdowns started on each unit, and the knightmare began We signed a 1yr lease for 3 used semi trucks on July 2019 with Ryder , ***** ******* being the manager of our account. The idea was that we will be worry free while drivers on the road , that they got reliable units in good working condition. Being an expedite company in this industry, everyone knows that time and good equipment is of the essence. Well, what we thought it will bring us piece of mind , it was the total opposite....breakdowns after breakdowns started , we were at one point 3 subs deep on each unit in the month of November 2019. We asked for better units, road worthy and DOT ready and we were promised that they will give us . Two months later, still waiting up until January 13th when we could not continue doing that and watch our business losing lanes for which we worked hard for years to get a direct contract. On top of their ignorance of their units which by the way are not DOT ready, they do not maintain a proper preventive maintenance on any....otherwise it wouldn't break down at every few hundered miles , every other day .....their billing department keep making mistakes in their favor of course, not $ 1 or $ 2.....thousands of dollars , hundreds every time. We got an invoice for example for fixing their lease while somewhere in Ga Inv YG3827 which I brought to the attention of ***** ******* and it was taken off of my billing, but this is just one of their mistakes. The sub units we got were almost always billed wrong as days ...5 -15 days double charge it was a regular on my invoices, or charged me for IFTA even if they had the form signed where I asked to file my own ifta, Inv YU9103, or other illegal charges MI use taxes on each sub unit we had an average of $ 225 . On Jan 13th we had to go and rent another unit from Penske because another breakdown happened and couldn 't take the hit anymore....we ended up losing an additional lane from my client MI to Ga. On Jan 17th we dropped the other 2 units because of breakdowns on each , the new units still not there to swap out. We also asked Ryder not to process the ACH for January due to so many errors on their part...regardless they tookout $24,540.26 on Jan29th whithout my authorization...I notified my bank and it is a dispute now. They breeched their agreement by giving us trucks that were not able to take me from A to B without a breakdown . We lost count of that nr

Desired Outcome

Ryder to refund us the overcharges and security deposit , cancel the lease agreement which they breeched .

Ryder System, Inc. Response

03/27/2020

This response was received on 3-10-2020. *************** <******@ryder.com> AttachmentsThu, Mar 5, 3:54 PM (5 days ago) to **** ******* (********@walsh-gaertner.com), **** S. ******* You are viewing an attached message. Better Business Bureau Mail can't verify the authenticity of attached messages. **** ******* Corporate Collection Manager Ryder XXXXX NW 105th ST Miami FL XXXXX Phone - XXX XXX XXXX ************@Ryder.com From: ***** M. ******* <***************@ryder.com> Sent: Thursday, March 5, XXXX X:XX PM To: ******** ********-****** <********@ryder.com> Cc: ****** T. ****** <***************@ryder.com>; Jeremy Culp <***********@ryder.com>; **** S. ******* <******@ryder.com> Subject: FW: TLSA Customer filed a BBB complaint - ****** **** ********* Good afternoon. See comments below that I sent to **** in regards to ******. I am willing to go over questions you may have or if you need more information, please let me know. Thanks. From: **************** Sent: Thursday, February 20, XXXX X:XX PM To: ***************; **** S. ******* Cc: *************************** Subject: RE: TLSA Customer filed a BBB complaint - ****** **** ****, Good Afternoon! I attached some emails that show some of the correspondence between us and ******. I went through the invoices with her on several occasions and try to explain the charges, starting with her first invoice back in the summer. I have that email attached as well. I can go through these with you over the phone if you like. The receipts attached are the ones she mentioned in her complaint that have not been reimbursed to her as of yet. To make a long story short- she had numerous issues with the lease trucks she had under contract. When they were down for repairs, she also had issues with the subs she was given, which caused a billing nightmare as there was essentially "subs for subs" spread across the country. One of the issues is that she runs teams with these sleepers and she could not afford any downtime. Plus she also had some drivers that could drive automatics but could not drive manual shift tractors which caused another issue when it comes to finding sub trucks. She requested new equipment but did not wish to make a long term commitment for them, so we basically came to an impasse I issued credits on the IFTA, Sales Tax as well as an overbill on another invoice. I did not get approval for environmental fee reimbursement as that is a part our agreement. Other than that-the explanation of the invoices is attached which she has received. Two of the trucks are sitting in Greenville MI and the other in Missouri-which is being repaired for an accident and their insurance company is paying for it. I will be more than happy to discuss this account in more detail if you like. Thank you. From: *************** Sent: Thursday, February 20, XXXX X:XX PM To: **** S. ******* Cc: ****************; *************************** Subject: FW: TLSA Customer filed a BBB complaint - ****** **** ****- Looping in the CDM on the account who can summarize the issue but the account was defaulted 2/6 due to an ACH rejection. The customer has not cured and has a total balance of $43,674.81 which includes and open ACH rejection of $24,540.26. The customer stopped their ACH and returned the trucks. Customer claimed they were overbilled. Once the termination goes out the file would go 3rd party .... ************* Corporate Collection Manager Ryder XXXXX NW 105th ST Miami FL XXXXX Phone - XXX XXX XXXX ************@Ryder.com From: **** S. ******* <********@ryder.com> Sent: Thursday, February 20, XXXX XX:XX AM To: *************** <******@ryder.com> Subject: TLSA Customer filed a BBB complaint - ****** **** Hi **** - I wanted to see if your team could help me with the complaint filed by the above rental customer. I need to file a response as soon as possible and wanted to see if you could help me understand the validity of her claim. I have clipped the complaint below for your review and attached the rental agreements sent to me by the customer. Thank you, ****. Forwarded message From: ****** **** <*************@gmail.com> To: "****************" <***************@ryder.com> Cc: Bcc: Date: Mon, 20 Jan 2020 16:22:12 +0000 Subject: RYDER CAUTION: This email originated from outside of the organization. Hi************** and ****** here, We have some unfortunate news for you. Despite the fact that you are an amazing person and that you've always gone out of your way to try to make things work, it's with great regret that for now, we have to take our buisness elsewhere. It's not a personal matter, and I hope that in the near future we can do business with Ryder again. When we signed on with Ryder we were promised dependable units, yet this has not been the case. As of late we're about three substitute units deep ... per each unit leased. It's gotten so bad that we've lost drivers who have quit because they were tired of being stuck on the side of the road for an average of seven hours per road call. To top it off , our client has taken us off a lane because we've been late so many times due to breakdowns. The last straw for me was when literally every unit took a dive last week. The grey unit has a coolant leak going to the APU unit.... the drivers were so terrified of the seven hour wait period that they opted to pay the money to continually add the coolant rather than to wait for 7hours for roadside assistance to swap out the truck. Other times,we had to change a tire right after Ryder shop in Ga pointed out the bad shape of it but did not change .....2 hrs down the road, we paid around $400....never credited back. The other unit developed a massive air leak...again our drivers went out of their way to repair it on their own.... The third unit didn't even make it more than a mile from our lot and it literally stopped working.... I paid $200 tow bill to get it back to the yard (not to mention the penalty fee for being late yet again for our client). Our company unit, which we chose to have on your maintenance program.... didn't have it's oil changed as was promised when we where told to pick up the unit because they said that the PM (preventive maintenance) was completed.... I pointed out to *** that the oil hasn't been changed (as we requested)... He said that he was waiting of filters and that I could pick it up later....(If I wouldn't have checked to see if the oil was changed we could've damaged our engine). I'm in a spot now where the PMs that I agreed to pay for (on my truck are questionable)... I'm in a spot where I'm losing drivers due to breakdowns and undependable Units.... I'm in a situation where my main customer is beginning to pull lanes from me because we've been late so often due to breakdowns. I'm worried that if I stay with Ryder any longer....I will not have a buisness. If you put yourself in my shoes, it would be clear that if I the choose to remain with Ryder, it would be suicide for my buisness. You were on the other end of many of those road calls and you know what we've been through... (I didn't even mention the clerical errors that were always in Ryder's favor with regards to substitute units being billed as rentals rather than leases). James I really really like you... You're an incredibly hard worker and I genuinely believe that you care for your customers. Unfortunately I have to choose whether I will stay in buisness or remain with Ryder. At the moment we can't afford to stay with Ryder. The units were dropped off in Greenville on Friday Jan 17th 2020 at 9 am . Also , please cancel the maintenance on our unit Freightliner 2016 effective today. I made the claim with our insurance for unit XXXXXX as well , but please revise all invoices as I shouldn't have to pay for unit XXXXXX for January on top of the rental unit as a sub. Also the invoice related to towing XXXXXX and clean up, there was NONE, NO CLEAN UP, NO SPILLS ....only towing due to the impaired visibility windshield cracked. Thank you, ******,

Where Can I File a Complaint With Ryder Truck Company?

Source: https://www.bbb.org/us/fl/medley/profile/truck-rentals/ryder-system-inc-0633-26001098/complaints

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