Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ryder Last Mile was supposed to deliver my $1888.00 exercise bike from Nordictrack - Ifit in which they refused to do an afternoon delivery. When I called each time to discuss this i was treated very rudely and disrespectfully. Even Ryder Last mile refused to let me speak to a supervisor about this subject and wanted to keep scheduling me for dates and times that do not work .So when I finally had to cancel my order , I had to pay $111.00 because of Ryder Last Mile refusing my afternoon delivery.I want Ryder Last Mile to fully reimburse me the $111.00 I was charged due to there companys negligence and not fullfilling my delivery , which is paid $300 extra for in the order from NordicTrack - Ifit !!!

  Business response

  02/03/2025

  Our sincere apologies for the less than perfect experience on your delivery attempts. A Ryder Last Mile CS lead attempted to reach you last week via phone to discuss your complaint in more detail. If you would require any further action, please do respond to that inquiry. 

  Customer response

  02/03/2025

   
  Complaint: 22877732
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Between Ryder Last Mile & IFIT - NordicTrack ( the company you were contracted out to deliver this product for ...and in turn cost me to pay a shipping fee because of your company's inability to deliver in the afternoon ) Between the 2 of you...

  Somebody needs to be getting me a full refund of $1887.84...as im not eating any kind of loss on this purchase due to Ryder Last Miles inability to be able to deliver in the afternoon...well before the end of a normal business day .

  Business response

  02/04/2025

  Mr. ********, 

  Unfortunately our service does not include the ability to select a specific time window upon request. Upon review, the first attempt was rescheduled upon your request on the day of delivery due to that time no longer working for your schedule. The 2nd attempt date was set based on our next available opening in your area on 1/31, and communicated over the phone as well in a confirmation email. The window was set in the afternoon from 2-4, and the team arrived to the address we have on file for your order at 2:30 PM. The deliver team remained on site for 15 minutes, attempted to reach you via phone unsuccessfully, and was not able to complete the delivery. Please do respond to our CS representative to discuss further options for your order.

  Customer response

  02/04/2025

   
  Complaint: 22877732
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  THAT IS 110% A LIE !!! I NEVER ARRANGED A DELIVERY FOR THAT DAY AT ALL !!! 

  TYPICAL THAT RYDER LAST MILE WOULD LIE ABOUT THIS !!!

  i never set up a 2nd date and you are lying.

  Just why don't you own up to your actions and address it , because my complaint isn't going away until you deal with it.

  This stays a matter of public record for 36 months - 3 years so anyone can lookup Ryder Last Mile and see this on file , if you choose to continue to not address the problem.

  I paid you $300 for a delivery you refused to do , costing the company WHO HIRED YOU TO DELIVER THE PRODUCT , A $1,888.00 loss , which also ( 2nd time now ) reflects negatively on you .

  I documented what your employees said to me and submitted that to ****************** also , the company who your contracted to deliver this for. 

  Customer response

  02/05/2025

  This issue has not been resolved at all.

  Ryder Last Mile claims a 2nd delivery date and time was arranged and they waited and i was a no show.

  That is 110% an lie because I never rescheduled .

  I filed a complaint with the better business bureau requesting a full refund , which has still yet to be 100% taken care of.

  Do not order from Ryder Last Mile ...

  Which delivers for NordicTrack - IFIT !!

• Initial Complaint

  12/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 30th, I had appliances delivered to my house and installed that I had bought through ******. ****** contracted Ryder to deliver and install our appliances. The washing machine they delivered and installed was not installed correctly. The delivery men did not attach the drain hose and left it attached to the back of the washing machine. They assured us that everything was installed and ready to be used. When we ran a load of laundry, and the washing machine drained, all the water poured onto the floor. Our laundry hook-up is on the top floor, so the water from the washing machine flooded the top floor of our house, part of our main floor, and into the basement. We have tried to work with ******, Ryder, and Ryder's insurance company, *********************************, to resolve the water damage to our house, but they continue to drag their feet. We have gotten a quote from a water restoration company and have plenty of documentation of the damages they asked us to provide. But still, no resolution has been reached. We are worried about the water damages causing mold, and want this to be fixed as soon as possible.

  Business response

  12/31/2024

  Mr. ****** our apologies for the slow moving process, and we understand your concerns. The company mentioned, ********* Basset, is a third party administrator contracted by ****** to oversee damage claims such as your own. I have spoken with the Ryder claims department and they will be reaching out to you to see if you have yet been contacted by the insurance company of the carrier on the case, and to see if alternative actions would help speed up the process. 

  Customer response

  01/08/2025

   
  Complaint: 22749266
  
  I am rejecting this response because:
  

  I received one call from the claims division of Ryder, but was not able to answer the phone. I gave my wife the number of the person who called me and she tried to call multiple times but no one answered. She left detailed messages with our names and phone numbers for them to call us back, but we still have not heard anything. 

  
  Sincerely,
  
  ***** *****

  Business response

  01/09/2025

  Again apologies for the delay in resolution on this matter. I was advised today that a Ryder Risk Coordinator left voicemails at both phone numbers we have on file as well as a follow up email for you. We will be assigning an insurance adjuster, Frontier Adjusters, to the case, and you will be contacted by them in the near future. 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a truck from Ryder and upon preinspection I, nor the salesman did not notice a stick was stuck in the top right cap of the truck. A few ribbets was ripped out. I returned the truck the following day. Later I received an email about damage to the vehicle. I took a video and pics of the preinspection as always, and come to find out the stick was there before I left the the lot. I have invoice bill of $718.04. They stated in the report the stick wasn't there during preinspection, but I have the video to prove it. I have also shown them the video and they stopped reponding and threatening to charge my card on Dec. 5th.

  Business response

  12/19/2024

  Dear *** ********, 

   

  We are in receipt of your complaint relating to a recent rental with Ryder and apologize for any inconvenience you encountered.  Ryder will be reaching out to you to further discuss this matter with you. 

  Sincerely, 

  Ryder ******************

  Customer response

  12/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a lawn mower from **********, and they use RYDER for their deliveries. We were supposed to get our mower on Wednesday October 16. It didnt show, so we called Ryder and were told their truck was broke. So they scheduled it for the next Wednesday, October 23, saying thats the day of the week they do deliveries. We got a confirmation on the Tuesday 22, for the next day. They never showed on the 23rd either. We called and they said they forgot to load it onto their truck, and it would be here today, October 30. We got a confirmation yesterday, and it still did not show today. When we called they said it wasnt on the dock to be loaded. This is an almost $3,000 item. We cant get in touch with anyone there via phone. Called their corporate office and they werent able to get in touch with that location either to see why we still havent received our item. Weve called ********** and they said they cant do anything but ask Ryder as well. There is no way were able to get a resolution from this. They keep saying they will deliver it, it never shows, then they have an off the wall excuse. $3,000 lawn mower shouldnt be this hard for them to deliver, since thats what their job is.

  Business response

  10/31/2024

  Mr. ******** I would like to apologize for your less than perfect experience and multiple reschedules on your Greenworks delivery. Upon review, it appears like there were operational issues delaying your appointment that were not clearly communicated nor shared in a timely fashion. It does appear like you have been in contact with our Customer ********************** team and did successfully receive delivery today. This situation has presented multiple coaching opportunities in which we will use to avoid similar experiences in the future. Please do reach out if there are any further actions we can assist with regarding your Greenworks delivery. 

• Initial Complaint

  10/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Delivery has been confirmed for 10/15, rescheduled that morning (highly disruptive), then rescheduled for 10/22. Copies of delivery notices attached. Delivery has NOT been made, on both days there was not even a call to advise that they would not be arriving during any of the committed ******** best I can tell, they have had this package for a month and are unable to follow through on delivery. While we understand that we are likely outside of their *************** range, they should never have accepted the business if they can't serve it (this delivery is scheduled via the vendor, we had no input).We've been told different reasons why there was no phone call to alert us they would not be arriving as committed. In the first instance I was told that they do not have a procedure for the driver to call and (if memory serves) claimed they do not want drivers to contact customers directly. This morning I was told that the driver should have called and would be reprimanded for not doing so. They committed to us and the sending vendor that the 10/22 delivery would be prioritized and completed.We planned events based on their initial committed delivery date and have rescheduled our lives multiple times now. We understand issues, traffic, mistakes happen. We do NOT understand the utter failure to communicate that waiting for them to arrive is no longer warranted. Their call center does not have real time information to provide additional insight or assist on delivery day.We are also reaching out to the vendor, Terra Outdoor, for assistance or options.We need this item delivered, someone from Ryder needs to show the personal initiative to follow this through to completion and ensure there is not another repeat performance.

  Business response

  10/23/2024

  Mr. ******** I want to apologize on behalf of Ryder for the less than perfect delivery experience and multiple reschedules. It is my understanding that you have been rescheduled by the local delivery facility to the first stop of the day on Friday October 25th. In addition, a member of our escalation customer ********************** team will be in contact to serve as a direct point of contact should you need anything else throughout the duration of this order lifecycle. Again our sincere apologies for the disruption the reschedules have caused.

  Customer response

  10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They have just delivered the item to us in good condition.  I find that this resolution is satisfactory.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a truck from Ryder in August of 2021, my salesperson and point of contact for my transaction of over $21,495.00 for truck number ****** was ****** *******. I was scheduled and confirmed to pick up the truck on 8/16/21 and secured a driver to transport the vehicle. We drove over 377 miles and arrived at the facility to be told no communication was given by Ms. ******* and the truck will not be available for pickup. I called Ms. ******* and her manager, ********* requested to join the call to ensure me that they would reimburse me for all expenses totaling over $500.00 in which I never received. I remained in communication to receive my truck with promises for weeks. I finally received my truck two months later, missing several deadlines, making false statements, and delivering a truck that wouldn't crank with no 30-day tags. The transport driver warned me that it would remain dead on arrival because he had to jump it to get it to me. That is Ryder's certified guarantee. Due to Ryder's lies and false promises, I rented trucks during the absence of my purchased vehicle to keep my business obligations; in which I produced receipts to be reimbursed. They shuffled me around between their lawyers, **** ******* and *******. They stated that they would speak to the local sales team to get their version of what occurred, and I was never contacted again. This company has no integrity, and their lack of accountability and responsibility is appalling. Buyers please beware!

  Business response

  10/08/2024

  Hello Ms. ********
  
  During our scheduled call of  August 22, 2023 at 3:00 , you were having connectivity issues and you reached out to me on September 22, 2023 after many attempts from Ryder to continue our discussion.  Please refer to the attached correspondence.   
  
  On our call of August 22, 2023, we discussed your claim at length, and I asked to get a copy of the alleged Service Contract that you were contracted for which you could not perform and incurred expenses with C.K> Hauling while the vehicle was at the Ryder shop.  This information is essential for discussing any possible reimbursement.  
  
  We kindly request that you provide us with the requested information so we can further continue our discussion.  Is your demand $4,916.00?

   

  Thank you, 

  ****

   

  
  

• Initial Complaint

  09/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My complaint is with Ryder Last Mile ****** and *********************** Home. I purchased an item from *********************** Home and they required White Glove delivery for $279. They contracted Ryder Last Mile. The delivery was scheduled between 9 and 11 on Friday, September 27 so I took off work to be home for the delivery. I was home from 8:45am on and realized at noon that no one had come or called. I checked our Ring doorbell footage and the team arrived at 8:30 am. They did not ring the doorbell or call. They did not wait. They left. When I called Ryder I was told that they would reschedule for another day. I explained that they did not come during the agreed upon delivery window and they said a dispatcher would call back. No dispatcher contacted me. They just completely ignored my calls and told me there was nothing that could be done. I am out a days work and time, and I paid $279 for this service that was not performed.

  Business response

  09/30/2024

  We sincerely apologize for any inconvenience you experienced. We do show a timestamp delivery attempt during your scheduled timeframe of 9am to 11am and we also show phone calls attempted during our wait outside. I have attached screenshots of these events for your review. Please reach out to us directly at *** so we can reschedule you as soon as possible. 

  Business response

  10/21/2024

  Mrs. ******** we apologize for the less than perfect delivery experience. Per our records, you were able to contact our Customer ********************** department and ultimately received a successful delivery on 10/2. Should you need anything further, please contact our CS team again. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I.Rented a truck from rider truck rental in ******, ******* and I feel.I was scammed by an employee overcharged and basically he committed fraud

  Business response

  09/13/2024

  Dear *** *****, 

  Ryder is in receipt of your complaint relating to a rental of a Ryder vehicle.   In order to best assist you, could you please provide me with a copy of the rental agreement that you were provided at the time of the rental to be able to review the charges you allege as being improperly charged. 

  We will be reaching out to you promptly to further discuss this matter with you.

  Sincerely, 

  Ryder ****************** 

   

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You sent out two men today to complete a delivery assignment. I said, "oh, you're early. And you didn't call like they said you would." This greatly angered your driver. I was on the phone with Ryder 3 times yesterday. The final estimate for install was from 3 - 5 PM and I'm supposed to get a call 30 mins in advance. To which one of the men told me I was wrong and they were late. I said "no, I have the email right here."I went to pull it up and your installers started yelling at me, accusing me of recording them. Telling me I'm the one yelling and I must be having a bad day. Then they laughed about scaring my children. They then said I wasn't getting my Tonal installed and they were going to tell Ryder that I'm not ready. Then they left. And I'm terrified after you sent a man to my home behaving so aggressive and abusive towards me and my children.

  Business response

  08/13/2024

  *****************, 

  We sincerely apologize initial confusion around your appointment time window, and subsequently our team arriving to your residence early. As a team, the situation has been reviewed and corrective action taken to avoid future occurrences of the sort. It is my understanding that the local delivery facility has been in communication with you and rescheduled an assembly for this Saturday, August 17th. There will also be a representative from Ryder Customer ********************** reaching out to serve as a direct point of contact should you require any further assistance throughout your experience. Again, we apologize for the less than perfect execution up to this point, and look forward to completing your service as expected.
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trailer was purchased in Middle of May 2024. Upon taking trailer back to *****, sales manager was called about airbag issue. No contact after that . Customer waited for after trailer was registered to contact again and that is when information was given to contact another part of Ryder. Customer called numerous times. Finally in June after going back and forth they sent a notice would not be repairing something that should have been already repaired prior since it is a DOT issue prior to selling trailer.

  Business response

  07/08/2024

  Dear Mr. ************************** are in receipt of your complaint as it relates to the purchase for a used vehicle from Ryder Used Vehicle Sales.   In order for Ryder to best assist you, could you please provide us with a copy of the Bill of Sale for this purchase and the name of the sales person that assist you. 

  We will start working on your complaint and will be reaching out to your but will still require and ask that you provide us with a copy of the Bill of Sale. 

  Thanking you in advance, 

   

  Ryder

   

  Business response

  07/08/2024

  Dear *********************,

  Ryder Vehicle Sales in in receipt of your complaint filed with the BBB related to the purchase of a used vehicle from Ryder. In order for Ryder to best assist you, we will need to get from you a copy of the bill of sale for the vehicle referenced in your complaint so we can confirm the information and provide you with the best assistance possible. 

  We will start working on your complaint by trying to get information from your name as filed on this complaint and forward your complaint to the Director of Sales and someone from their team will be reaching out to you to further discuss the matter. 

  Thank you, 

  Ryder Vehicle Sales, LLC. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩