Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Throughout the summer of 2021, my husband and I worked with Ryder Truck Sales (**************************) to try and purchase a commercial vehicle. *****, our Ryder sales representative called us during our anniversary vacation stating she had the perfect truck and sent us pictures. Demand was high for vehicles and ***** advised she could only hold the vehicle with a $4800 deposit.Once we returned from vacation, test drove and viewed the vehicle it did not meet our expectations. Over the course of the next several months we traveled throughout **** and ************ to try and purchase vehicles referred to us by Ryder - it was the height of the pandemic and the micro-chip shortage, which resulted in high prices and low quality vehicles. From the last quarter of 2021 and throughout the first quarter of 2022, we escalated to ************************* and had several conversations with ************************* who tried to remedy the situation and aid us in a vehicle purchase to no avail - we weren't willing to pay the high cost for vehicles that were low quality with high mileage.It's worth noting that the original vehicle we placed a down payment on was sold the same week following our return from vacation. According to Ryder our funds are no longer available. 

  Business response

  07/15/2024

  Dear ********************, 

  Ryder Vehicle Sales, LLC, ("Ryder"), is in receipt of your complaint filed with the BBB.  Ryder is working with the Director for this area, and someone will be reaching out to you to go over your demand and further discuss the issue with you. 

  Thank you in advance,  

   

  Ryder. 

  Business response

  07/15/2024

  Dear ********************, 

  Ryder Vehicle Sales, LLC, ("Ryder"), is in receipt of your complaint filed with the BBB.  Ryder is working with the Director for this area, and someone will be reaching out to you to go over your demand and further discuss the issue with you. 

  Thank you in advance,  

   

  Ryder. 

  Customer response

  07/16/2024

   
  Complaint: 21918854
  
  I am rejecting this response because: I've reached out to Ryder via mail, issued complaints to the Ohio Attorney General and Ryder has been unresponsive until now. There is no further discussion to be had, the only resolution is return of funds. If this effort fails we'll take the matter to court. This is a large amount of money to write off for a down payment on a truck that was never purchased and it's a poor business practice.
  
  Sincerely,
  
  *****************************

  Business response

  08/14/2024

  Ryder is in receipt of the complaint filed by ********************************* regarding a deposit paid to Ryder Vehicle Sales, LLC, (Ryder) for the purchase of a used vehicle.
  
  On or around August 5, 2021, ******************** placed a deposit in the amount of $4,800.00, (the Deposit) to purchase a used vehicle from Ryder which ******************** proceeded to get financing for.
  The Pedersens deposit was non refundable as per the terms and conditions of the used vehicle sales terms /deposit agreement, which was executed on August 3, 2021, which it clearly states that:
  
  Through this Service, you shall provide the nonrefundable deposit amount listed on this Service to reserve the Vehicle(s). You also request and authorize Ryder to bill and make available for your pick-up the Vehicle(s), as equipped and including any options and services itemized. This deposit shall be in consideration for Ryder's placement of the Vehicle(s) in a pending-sale status through the transaction closing date, which does not allow the Vehicle(s) to be sold to another buyer at any Ryder location or online.
  If you do not execute a bill of sale, pay the total amount due,and close the transaction on or before the closing date, Ryder shall have the right to retain the full deposit as liquidated damages; provided, Ryder shall grant a deposit refund if: (i) a financing partner does not approve the sale; (ii) repairs are not completed before the sale, as promised in writing;or (iii) the specifications of the Vehicle(s) you are acquiring are incorrect in a manner materially adverse to you as compared to the specifications agreed to in prior written agreements between both parties. You agree that the actual damages in the event of a breach would be difficult or impossible to ascertain,and that the non-refundable deposit amount is intended to establish liquidated damages only and is not intended as a penalty
  
  Shortly after the Pedersons return from vacation, Ms.********* ******* came in to see the vehicle and he did not want to proceed with the purchase of the vehicle as he did not like the Vehicles esthetics and wanted to look at different vehicles. Given that the Pedersens had opted not to purchase the vehicle and continue looking for a different vehicle, Ryder sold the original vehicle to a different buyer.
  
  During the months after the Pedersens decision not to purchase the vehicle in August of 2021, Ryders sales team continued to work with the Pedersens and on January 6, 2022, the Pedersens were approved for another vehicle but yet again the ********* opted to continue to look for different vehicles.  
  
  Given the details above, Ryder will not return the deposit in the amount of $4,800 as requested by ******************** as Ryder did not breach any of the terms and conditions under the used vehicle payment service agreement between Ryder and ******************** but rather, Ryder, though not obligated to after ******************** breached the payment service agreement, continued to assist the Pedersens with their search well into the spring of 2022.  The Pendersens were not content with any vehicles available for sale.
  
  Should additional clarification be needed, please do not hesitate to reach out to further discuss this matter. 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, we decided to try Ryder as a truck we needed with enterprise was not available. I called Ryder and they were able to get us an account and went over everything regarding the truck. I rented a 26 ft truck from ****** and had to go to ******* and back. As soon as I left ******, i received a call from Ryder and I told them the truck was slamming into gears. They told me over the phone it was probably just because it was warming up. This was new to me. We picked our load up, and started driving across country to realize the gas gauges were not accurate, the window rolled down and got stuck and the vehicle struggled for power, so bad we got pulled over in ****** for not going the minimum speed limit while going up a hill. I again called Ryder and they told me it was normal, its. Large heavy truck. They disregarded the window as it wasnt important even though it was because it got stuck down and the button wouldnt work. The steering wheel was not safe as the alignment was SO far off. The truck would yank to the right if you let go of the wheel and the steering wheel was caulked over 40 degrees so it was like in a constant turn going straight. When we arrived, the transmission of the truck started going out, the window wouldnt roll up, and it was extremely unsafe to drive. They had to have the closest store tow it and they had no vehicles around us to put us in. We ended up having to pay $2800 for a different truck because of this. Im asking for a full refund as this truck was not safe to leave ****** and I explained these issues prior to leaving and they were disregarded as normal. The tow truck driver struggled getting it as it got stuck in first gear outside of the clients home. It also sat for 3-4 hours before they came and got it. This trip took much longer than expected because of having to guess Gas, the breakdown and the extremely slow driving due to the steering and transmission issues. I hope to use Ryder again and for this to be made right.

  Business response

  06/24/2024

  Dear ****************, 

  We are in receipt of your complaint filed with the BBB related to your rental of a Ryder truck.  We have forwarded your complaint to the Director of ****** who will be reaching out to you and further assist. 

  Ryder apologies for any inconvenience this could have caused you.

   

  Sincerely, 

  Ryder Truck Rental, Inc. 

   

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the worst shop, service, repairs and customer **********************. they scam me at the end of the lease. ***** the shop manager is the worst, be aware of him. after i signed the new lease the shop start charging me on the old lease for damages after they inspected the truck when i retuned it.on top of this they are keep charging me for the old lease until they will decide to repair the unit.buy a truck DON'T DEAL WITH RYDER !!!!!!

  Business response

  06/12/2024

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

  We are in receipt of your complaint as it relates to certain repairs associated with your leased vehicle.  In order for us to be able to further assist you, we will need additional information such as a rental or lease agreement as well as a unit number.

  As soon as you provide us with this information, Ryder could assign your case.  We apologize for any inconvenience this could have caused.  We look forward hearing from you.  

   

  Sincerely, 

  Ryder System, Inc. 

   

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem that I am having with the company Ryder is lack of communication. They are refusing to mail my title out. I was told two different reason and still nothing has been resolved. I brought this vehicle over two weeks ago and everytime I call and try to communication with the sale representative I get the same excuse (I will let you know). I just NEED my title.

  Business response

  06/11/2024

  Dear **************, 

  We are in receipt of your complaint filed with the BBB where you are requesting to have a title sent to you for a purchase of a used vehicle. 

  Would you be able to provide Ryder with a Bill of Sale or the name of your sales person in order for Ryder to better address your request. 

  Thank you, 

  Ryder Vehicle Sales.

  Customer response

  06/11/2024

  Sales representative  is ***************************

   

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ryder Last Mile, a shipping company in partnership with ****** for order deliveries, recently delivered a king-size mattress to my address. Unfortunately, during the delivery process to the second floor, the walls incurred substantial scratches, some of which were quite severe. Promptly, I informed the delivery personnel and requested photographic documentation of the damage. Subsequently, **** from Ryder Last Mile reached out to inquire if the local delivery company had contacted me regarding the issue and requested images of the wall damage. Despite my timely response the following day, ****'s communication has been notably delayed, and I am yet to receive any further updates. This lack of responsiveness leaves me feeling as though there is a deflective tactic at play, shifting responsibility onto the local delivery company, rather than addressing the matter promptly and directly.

  Business response

  06/04/2024

  **************, apologies again for the less than perfect delivery experience. Our records show that a property damage claim was settled yesterday regarding this event. Claim # ************. Please let us know if there is any further assistance we can provide on the matter.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an item from a company (Greenworks) who charged me $250.00 for Ryder Last Mile to deliver it with their "White ****** treatment. They called and said it was coming on May 23,2024. They sent several text and emails to confirm it. They no showed. I called and they all but called me a liar. They claimed they had no order for me. I called back and the next Ryder rep said they did have an order for me and they would be happy to ship it to me on the 25th. They said they would contact me the day before (just like they said the last time). Crickets from Ryder so I called and the Rep at Ryder said he saw where it was scheduled BUT it was not routed and he didn't know why and there wasn't anything he could do about it except re-schedule for another day. I paid extra for their "White ****** treatment and got the "TREATMENT" ok. I can see why they declared bankruptcy several years ago. I guess they really don't know how to run a trucking or delivery service. I didn't have a choice who got to deliver the product, but all I can do is wait and not order from Greenworks again. I knew I should have ordered it from ******* who would have given me the same level of delivery fro free.

  Business response

  05/28/2024

  ****************, our apologies on a less than perfect delivery experience. My understanding is that you have spoken to a Ryder Customer ********************** representative earlier today that will be your direct point of contact until completion of your delivery. There appears to have been some product quality issues that have delayed your order, and we are reviewing what the gap in communication may have been leading to the confusion. We look forward to resolving these issues as quickly as possible. 

  Customer response

  05/29/2024

   
  Complaint: 21757928
  
  I am rejecting this response because: This is the third time you have scheduled the delivery and of course why would I believe you in advance of the delivery. Back in the day, someone would have put the item in the back of a truck (you do have trucks and employees right) if they had to, and driven the item out to the customers address on a Saturday or Sunday or Holiday or whatever if they had screwed up as bad as Ryder has. A hollow "I'm sorry" is a poor excuse for making me rearrange my plans for two days to accommodate your inability to provide a service that I paid for. Really???
  
  Sincerely,
  
  ***************************

  Business response

  05/30/2024

  ****************, Our records show that your service was completed in full today, May 30th, and that you were able to confirm with a Customer Representative after the appointment that delivery had been successfully concluded. Our sincerest apologies on the initial confusion and delay of our services rooted in product quality issues. If you do not feel like your service was successfully completed in full, please do reach out to our Customer ********************** team so that we may assist. 

  Customer response

  06/06/2024

   
  Complaint: 21757928
  
  I am rejecting this response because: I think "product quality issues" is a little hard to understand. Do you mean all your trucks broke down? The company sent you a product to send to me. You told me twice you were coming with it, and you no showed. You did come the third time. Does this mean the product they sent had a "quality" issue? Did all your delivery trucks suddenly get fixed? So far you have explained nothing and offered a disingenuous "I'm sorry". Really? You are a delivery company and you have yet to explain WHY you told me you were coming and you did not show, twice I might add, after I rearranged my schedule to be here only to wait for no reason and your answer is pretty entertaining.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ryder insurance claims has admitted fault in a semi truck incident involving one of their semi truck drivers and my teenaged daughter. They have paid for all damages except for $416.13 that they said they have sent to me in form of a check and that the check is in mail. That was written on April 12, 2024. After waiting for weeks I emailed again and was told check was sent April 26. I emailed again after waiting 2 weeks. Received a phone call saying they will send check. That was Monday May 11. Since then I havent received an email or phone call regarding this matter. I have the full email trail that describes this matter.

  Business response

  06/11/2024

  Dear ****************, 

  Ryder is in receipt of your complaint filed with the BBB and we have assigned a claims adjustor to review who will be reaching out to you to further discuss this matter. 

  We apologize for any inconvenience this could have caused.  

  Thank you, 

  Ryder System 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Recently finance a Semi Truck through Ryder. Thinking I am getting Certified truck ready for work and had to find out months later of all of the existing issues. Ryders sold me a truck with a huge exhaust leak, ****************** *** leak, leaking hubs Electrical issues and also an illegal Brake Chamber. There is no way after 5 months operations i caused all these issues! I AM EXTREMELY ****** WITH THIS COMPANY BECAUSE I INVESTED MY HARD EARN MONEY INTO BECOMING AN OWNER OPERATOR. I TRUSTED THEM TO GET ME A CERTIFIED TRUCK READY TO GO AND NOT BREAK DOWN IN A COUPLE OF MONTHS OF OPERATION WITH NOT JUST ONE MAJOR REPAIR BUT MULTIPLE ISSUES! ON TOP OF THE CLUCTH JOB I JUST RECENTLY FIXED!RYDER ADVERTISED MY TRUCK WAS CERTIFIED WHICH IS FALSE ADVERTISEMENT! I TRUSTED THERE MISLEADING STATEMENT!

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am concerned for a few main reasons with Ryder. My business is ***************** LLC.1. My contract obligations in conjunction with the quality of the vehicle Ryder sold me 2. I am not covered by lemon law in ** because I bought a used commercial Vehicle. This puts me the consumer in a peculiar situation as I am now reliant upon a company to deliver a quality product within reason. Issue: I purchased a used vehicle for about 39k and was unreasonably expected to pay insurance for this vehicle from 11/28/2023 to 2/14/2024.signed the sales paperwork once the original vehicle I selected (2019 truck) was switched to a different vehicle (2020 truck) on 1/18/24 recieved vehicle delivery on 2/01/24 Vehicle had the check engine light on upon delivery and the Ryder employee notified and was returned the next day 2/02/24 I asked them about this trucks reliability since it was delivered with the light on.Ryder kept vehicle until 2/09/24 Vehicle had engine light issues again on 2/13/24 and was returned to ryder on 2/14/24 Ryder kept vehicle for the remainder of the month Vehicle returned to ***************** LLC on about 2/28/24 Vehicle engine light turns on again in march on about 3/27/24 and was taken to the shop for this reason along with Prevenetative maintenance Ryder is unwilling to send me the repair and preventative maintenance summary, so that I can't see what they did about the check engine light. Vehicle returned to ***************** on or about 3/29. Vehicle breaks down on 4/17/24 Ryder and the Preventative maintenance plan (Premium 2000) won't assist with repair costs at all. And they have had possession of the truck for a lengthy and unreasonable amount of time.Problem: this vehicle broke down and was required to be turned in an unreasonable amount of times especially given the time frame and the lack of usage.Please reach out with any questions or concerns. Thank you

  Business response

  06/11/2024

  Dear **************, 

  We are in receipt of your complaint relating to the purchase of your vehicle.  **** have forwarded your complaint to the Ryder Director overseeing this sale to further discuss this  matter with you. 

   

  Sincerely, 

  Ryder Vehicle Sales

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I request a refund on my deposit, since the initial date on of the email in the document I sent, you and I havent gotten my money back or a response since.

  Business response

  06/11/2024

  Good morning, 

  I have reached out to ******************* within the Ryder sales team and his direct report to discuss your refund request. 

   

  Thank you,

   

*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. ↩