Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My claim is about a misleading description of an mini excavator.Purchased a mini excavator from an auction that was not listed as inoperable. We came to pick it up on May 30th, was not working some staff of Ritchie Bros. try to helps us but as this is an Electric machine We were unable to start it. We got help to loaded to our trailer so we can connected to the plug and charger for a full day to make it work, but didn't work, Contacted Ritchie Bros next day I was told they were going to review the information, later next day I received an email saying machine had some deficiencies but they were not listed on the description I reply their email asking to show me where they have the machine listed mentioning those deficiencies the customer service lady didn't reply to me so I called one more time next day and left a message, she send me screenshot of a description not the listing where shows engine not running but that information was not disclosed on the listing. Called back to Ritchie Bros again, saying that the response they gave us was not adequate. Machines that are inoperable are always listed as so. There was no indication that this one had major issues. There were no lights illuminated on the dash indicating any issues. She mentioned that this one was not a gas machine so they didn't listed as inoperable for this reason. This auction ended May 27th. Payment was made for the pickup May 30th. Ritchie Bros were aware of the issues but never disclose the information to the buyers. We have expended the excavator cost, ratchet to tie down, freight fees inspection to check the machine.

  Business Response

  Date: 10/06/2025

  To whom it may concern,

   All lots are sold "as-is, where-is".

  Before bidding customers must check off indicating acceptance of our Terms of Bidding and Sale.

  Section 13 Inspection Pre-Sale-the product detail page is based on information from the consignor and other sources we believe to be reliable; however, it is merely a guide and not a substitute for conducting your own inspection and inquiries prior to bidding. You acknowledge that we do not guarantee or warrant the accuracy or completeness of any description, photographs or videos. No sale shall be invalidated by reason of the Lots being incorrectly or insufficiently described on our website, catalog or elsewhere and we shall bear no liability in respect of any such fault or errors.

   

  Attached is a copy of the listing for the unit in question, which clearly shows this listed with a deficiency note. The asset was sold " Unit is not charged, cannot function check".

  We have communicated and sent him the listing and have given the customer the option to resell the asset in our upcoming auction.

   

  If you require any further information, please feel free to contact me at 647-823-3792.

   

  Thank you, 

  Diana Guglietti

   

   

   

   

  Customer Answer

  Date: 10/06/2025

   
  
  Complaint: 23433521
  
  
  
  I am rejecting this response because: I have the listing as well and anywhere was showing that report you mentioned and I bid in Ritchie bros website your report is from IronPlanet even is your are the same company you’re listing or providing different information from different website maybe expecting customer to be looking all your different listing or websites. On Ritchie Bros website never shown any notification where the machine had deficiencies or was inoperable as you list the broken machines. Not sure why is taking so long to assume your responsibility for not adding the proper information. I never received a response back to my emails whichever is not good because as a responsible comoany you have to face the problem and bring solutions to the customers.  that’s why I consider the listing information on the bidding website was fraudulent, also the option that you are mentioning just now about listing the machine on your website again is not a guarantee that I’m going to receive my money back and I will have to spend more money moving the machine back, you will charge me a fee to resell the machine etc, etc. so is just loss over loss for me. I’m just requesting 3 simple things in both of them you have to take the responsibility as there was information hidden.

  1) You can contact the bidder  interested who was in second place and resell that machine to him/her.

  2) Assume your mistake and refund the money.

  3) I can take a working machine even if I have to spend or add an extra 1000 dollars and give back to you the broken machine you gave me. 
  

  My position about this case is to solve the conflict and not to create more conflict so I’m open to many possibilities on how to solve it. So if you have a more proper solution I would like to take a look and go from there.
  

  Sincerely,
  
  
  
  Dyler Sanchez

  Business Response

  Date: 18/06/2025

  The listing that was forwarded to you is the same as the one presented online before and during bidding.

  It clearly indicates the unit was not function tested.

  Customer Answer

  Date: 18/06/2025

   
  
  Complaint: 23433521
  
  
  
  I am rejecting this response because:

  Ritchie Bros, is not providing proves from their website where it shows the machine was not operable or engine doesn't run, not even the staff on the yard knew about the machine functionality as they tried to help me to turn the engine on so I could load the machine. Ritchie bros. is not either proving any ways to solve the situation. Please provide a solution as I mentioned I'm open to solve this matter. 1) We can just send the machine back to an auction in Ontario and don't charge me any fees for selling it, 2) Trade it in for a working machine or 3) Provide me with a compensation and we forget about this situation. If you have any other solution I will like to take a look.

  Thank you so much for your cooperation.
  
  
  
  Sincerely,
  
  
  
  Dyler Sanchez

• Initial Complaint

  Date:26/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a semi truck for 3250 in the thunder bay auction lot # ****. There were no deficiencies listed however when I tried to move it in yard 4 hours later there was 2 completely blown air valves and the one axle was seized (likely not a huge issue itself). After talking to customer service representatives ***** and ******* they told me it drove fine when brought to yard and there was nothing they would do for me. This was not a large purchase but I told them I will never buy anything from ritchie bros again. These issues don't allow the truck to be even moved without a tow truck or hiring a mechanic which would both cost more that the purchase value. Anyhow ritchie bros will lose a lot more money in the end because of this and I will be filing complaint reviews wherever I can.

  Business Response

  Date: 11/06/2025

  Every auction is subject to our Terms of Bidding and Sale, and all users must accept the terms before bidding.

  Section 13 explains the terms regarding Inspection Pre-Sale -the product detail page is based on information from the consignor and other sources we believe to be reliable; however, it is merely a guide and not a substitute for conducting your own inspection and inquiries prior to bidding. You acknowledge that we do not guarantee or warrant the accuracy or completeness of any description, photographs or videos. No sale shall be invalidated by reason of the Lots being incorrectly or insufficiently described on our website, catalog or elsewhere and we shall bear no liability in respect of any such fault or errors.

  As we sell all items "as is where is" and "with all faults" - which means it is sold in its as is/where is condition at the time of the auction, including, without limitation, any hidden defects of any nature, and our customers have the opportunity to inspect any lot prior to bidding. The customer is responsible for the repairs.

  If you require any further information, please feel free to contact me at ************.

   

  Thank you, 

  ***** *********

  Auction Operations Lead

• Initial Complaint

  Date:30/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint about a misleading purchase. I bought an 18K chain necklace for CAD $678.62 (invoice attached), but upon inspection, I found it is not gold as advertised. Instead, it is a fake material worth less than $5.I feel misled by the sellers description and request a full refund. I kindly seek your assistance in resolving this issue and ensuring fair business practices.

  Customer Answer

  Date: 06/01/2025

  the item is labeled as 18K and includes a weight description, 

  Customer Answer

  Date: 06/01/2025

  the item is labeled as 18K and includes a weight description, 

   

  
  

  Business Response

  Date: 17/02/2025

  01/29/2025 - Buyer sent in video proof that item is fake, ran through an Olympus gold tester--no traces of gold found, called buyer back to advs we cannot offer a cash refund since the item does not have ICA but as a courtesy we can offer a Future Purchase Credit for $680--buyer accepted; will not be able to offer this again in the future if a similar instance were to occur. ---buyers must not assume, do their due diligence and ask questions prior to bidding if any questions or concerns

• Initial Complaint

  Date:14/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Before the auction from September 4th to 6th, I had called Ritchie Brothers Financing to see what they could do for me in my search of trying to find a new vehicle. I connected with a gentleman by the name of ***** ***** and he helped me see what I could get approved for.The Approval came out to $20,000 and the terms were that I could not bid on a truck or van that was classified as inoperable. From what I could see on their website that would good and *********** September 19th my wife and I got everything together for picking up a truck I had bid on for $19,500. At this point now the financing had been put through ad I have the bill of sale, along with the registration.Once we arrived to the Ritchie Brothers Auction site we made our way into the yard and we noticed first off that the truck battery was dead. So we called and asked for help, it took us three phone calls before someone came over and assisted us.Once the truck was boosted I tried to get the truck going. It went into gear for about 10 seconds and dropped out. I tried again and the same thing. I pulled the truck over and told my wife we were not going to be taking it home today. The truck in ************* this point I have made Management at the site aware of the fact I was not to buy a truck deemed inoperable, by finance. I am trying to get answers. Apparently they have a mechanic on site looking at the truck. The truck is currently insured with my registered plate on site. All the papers and bill of sale are in the truck. I intend on going in tomorrow Sept 20th to try and find a solution.

  Business Response

  Date: 15/11/2024

  Please see attachment. This was resolved and should have been closed off. The email was directed to your colleague.

   

  Thank you!
  

  Customer Answer

  Date: 15/11/2024

   
  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.

   

  There is another issue in under 20 days I will raise regarding privacy and security that Ritchie Brothers will be in violation of.

  
  Sincerely,
  
  ***** Storimans

• Initial Complaint

  Date:19/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a pickup from an auction that was not listed as inoperable. Had service records, and appeared to be in good shape. Had the pickup delivered December 24th, was driven 10km and the engine seized. The truck shifted itself to park and the engine shut off. We were unable to restart it, or even shift it to neutral. Contacted Ritchie Bros first day back after Christmas holidays, and was told they would get back to us, and in the mean time to have the truck towed to a mechanic to have the issue confirmed. Never received a call back. Called one week later and left a message, never heard back. Sent an email to another manager and then received a call back where I was told the payments were due to go out the morning I called in the mail or by EFT and there was nothing they could do, that the truck had been driven around the yard fine. Mechanics at the dealership we had it towed to confirmed the engine was completely seized and unable to be freed up. Their opinion was that this was not a new issue, and the 10km it had been driven by our company could not have done this. Called back to Ritchie Bros again, saying that the response they gave us was not adequate. Pickups that are inoperable are always listed as so. There was no indication that this one had major issues. There were no lights illuminated on the dash indicating any issues. This auction ended December 12th. Payment was made for the pickup December 20th, which was the deadline. It was picked up December 22nd and shipped on a flatbed. It was delivered December 24th. We called first thing in the morning January 2nd when we returned to the offices after the holidays. A cheque being in an envelope or EFT to be released are both payments that could have been stopped while this issue was resolved. Either Ritchie Bros or the company who listed this pickup were aware of the issues with this engine and did not disclose them. We paid the truck cost, delivery fees, tow truck and shop fees to have it looked at.
  

• Initial Complaint

  Date:03/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I were preapproved through Ritchie Bros. Financing in the amount of $40,000 for the Ritchie Bros. Auction in North East, MD in December 2023. Notified via email by Ritchie Bros. Financing Account Manager Aaron O********* on 12/11/2023. After bidding on and winning four items, totaling $18,944.50 on 12/14/2023, one "inoperable" item was identified as ineligible for financing. The other three items were able to be financed. After communication with the Ritchie Bros. Financial Account Manager who had provided the pre-approved financing notification, the three items were listed on the loan paperwork and sent from Ritchie Bros. Financial with a Term & Payment Schedule for a 4 year term, with 2 payments deferred, resulting in 46 monthly payments of $536.94. The document was sent from O*********, signed by my husband and returned via ******** on 12/21/2023. My husband traveled to the Auction site on 12/21/2023 to pick up the equipment, then learning that the financing was not finalized (despite communication via text otherwise). The inoperable item was paid for in full at that time (certified check for $959), however he was not able to bring the paid-for item home because the entire invoice was not paid for. On 12/29/2023 the Ritchie Bros. Account Manager called my husband to tell him that the lender was not willing to finance all three items for 48 months, despite the previously signed paperwork with the lender identified. They were willing to finance two items for 24 months and one of the three items for the previously agreed upon 48 month term. We are not interested in changing the terms of the agreement and would like to know how to proceed with having the paid-for item released from the Ritchie Bros. Auction site in North East Maryland and having the breeched contract voided for the remaining three items if they are not willing to abide by the original, signed contract for a 48 month term.
  

  Business Response

  Date: 17/01/2024

  This complaint has been resolved between the parties and the equipment has been paid for.

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently was the highest bidder @ $32,000 on lot 173 at the July.12/2023 Montreal auction. This lot was located in Fermont, Quebec (15 hours from Montreal), and came with **** **** *********(the businesses warranty) The engine, brakes, and drivetrain were said to be operational. I arrived to Fermont from Calgary to pickup this truck and drive it back. Upon arrival I noticed some details that were omitted from the detailed report. The most concerning being that the brakes were completely non-operational and that the engine fan was constantly on. This was not stated in the report, the truck should of been in operational state at time of pick-up. For this alarming reason I am disputing my bid, and do not want this truck. I wrote this dispute to them regarding this alarming issue, they decided not to refund my money and stated they fixed the issues and that the truck was brought to Montreal for pick-up. Without any other options, I decided to pickup the truck and drive it back to Calgary(thinking the truck was fixed). I had to stop at 3 different mechanic shops because of the major issues with this truck. The truck would not drive over 60-70km per hour, the brake lights were non operational, the fuse for the brake lights was removed, when a fuse was inserted the engine turbo stopped working, this is clear is was being hidden. The truck came with a safety inspection that was done just prior to being put for sale(the list of components that are in dismay is alarming that this truck was given a safety pass and will be reported). The only defect that Richie Bros listed is that the odometer was broken! THATS IT. This truck has many many issues that were hidden under the ***** impression that it came with their **** **** *********, this “warranty” is only Included in a very small % of their inventory. This being the reason it presents to buyers as an item that is sure to be in good operation and condition. The truck is currently at a mechanic shop still being fixed.

• Initial Complaint

  Date:28/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased this compressor brand new in crate. Carefully read the manual which states run the compressor with the oil in the pump that came from factory for a total of (40) hrs before replacing the oil. On the 3rd use of the compressor I noticed an extreme amount of oil all over below the compressor and running down the side of the tank below the pump. I immediately contacted TMG which they requested videos and pictures of the compressor oil leak, compressor running, ect.. i provided all the requested info same day.. Didn't hear back for over a week due to TMG awaiting a response from the factory in *****. when i received a response they said the seals in the pump blew due to me adding too much pump oil and that would not be covered under warranty because it was my own problem... however I did not touch the oil in the pump because the unit did not reach the 40 hr break in period, the pump came over full from the factory. The Compressor was purchased brand new unused in crate from RB Auction, because the unit was purchased through a 2nd party it would not be covered under factory warranty, even through I provided plenty of proof that the unit was unused in the crate upon date of purchase. you would think that wouldn't have voided a factory flaw. that's like me purchasing a brand new vehicle with 0 km on it from a 2nd party having an engine blow because of a factory flaw then having the motor company void the factory warranty because it wasn't purchased directly from them... very unfortunate I wouldn't recommend purchasing anything through TMG, it seems they would rather come up with any excuse possible to avoid helping you with a warranty issue. ( As you can see in pictures provided compressor clearly came overfull from factory) Purchase Date Oct 28 2022 contacted customer support Dec *******

• Initial Complaint

  Date:16/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for business equipment loan for the sole purpose of building business credit. I specifically said business credit only and gave business info. They ran my personal credit without my permission and have now put an inquiry that negatively effected my credit. I asked them about it and they said my business did not qualify so they went ahead and ran my personal credit. I inquired with credit bureau and they said the only way it can be removed is if the company that pulled it can write a letter to get it reverent/ removed.

  Business Response

  Date: 06/10/2022

  Good Morning
  
  I am contacting you regarding the below email and complaint. This is the first time I have seen this complaint so I apologise for the delay in responding. Our Financial Services team spoke with the complainant on 27th September and explained the program in detail along with how online applications work. There had been a misunderstanding and the customer thought he had been approved for a personal loan which was not the case. He now understands that he would only be the ** on a business loan and he is fine to keep the approval active. He is contact with one of the Financial Team members and is looking to proceed with the active approval once he finds the equipment he wants to purchase.
  
  Please let me know if you need anything further from me concerning this Complaint ID.

  Customer Answer

  Date: 06/10/2022

  
  
  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,
  
  
  
  **** ********