Complaints

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• Initial Complaint

  Date:11/06/2023

  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.

  Bought a 18 wheeler on 9-25-23 test drove it realized it had a vibration in the power train. Told Julia G the sales person she said the shop will take care of it. Julia called me the next day said the unit was ready and the loan was approved. Picked up the truck and she told me you have a 15 day warranty find out everything that is wrong with the vehicle and then bring it back for repairs so I didn't think about nothing. Left out to get a load truck still vibrating next day the check engine light came on .Called the 800 no to tell what was going on they said stop the truck they will find a shop, found a shop down in Atlanta GA got to the shop shop told me I couldn't have my trailer there. Called the 800 back I told them I was taking the truck to Greenville S C ,Freighter line could have looked at the truck but they wanted to look at the truck. So I had to wait a week to have the truck looked at. They looked at it said the the code for the light was low fuel pressure so they said they tighten up a fuel line and I got the truck. A day later the light came back on when I got a chance took the truck to Freighter they said the light was on because the fuel pump was back and needed replaced cost is 9945.00 it was the problem all alone ryder just cleared the codes and gave me back the truck . I went to there shop asked about replacing the pump if I bought it they said they could not do it. I was them to pay for me to get it repaired.

  Business Response

  Date: 11/16/2023

  Dear Mr. ****** 

  Thank you for bringing this matter to our attention.    As you are aware, on October 10, 2023, Ryder reached out to you and agreed to open a claim to perform a check and advise on your vehicle's Check Engine Light condition.  Ryder further asked that you cease operating the vehicle because continuing to operate the vehicle with a known condition such as a Check Engine Light could cause progressive damage to the Vehicle.     As procedure, when setting up a claim, Ryder requested that you provide a photo of the Vehicle's odometer reading in order to schedule your appointment which as of this date, you never provided to Ryder nor returned any of Ryder's customer service agents call concerning your claim which ultimately resulted in Ryder closing the claim.

  Should you need to further discuss this matter with Ryder, please send an email to Olga A****** * ****************** to schedule time to go over the details provided. 

  Respectfully, 

  Ryder Vehicle Sales
  

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  
  [On 09/25/23 around 930a I test drove the truck. at that time I informed Julia G that it had a vibration/shimmy in it.  She advised she would have the shop look at it. 
  09/26/23 I was called & told I could pick up the truck. I asked if the problem had been resolve & she ensured the truck was fine. I signed the contract & picked up the truck, Julia G informed me I had a 15-day warranty or (I think) 1000 miles whichever came first. She also stated not to bring it back for every little thing that went wrong, to check it out to see what is wrong before the 15 days was up & the shop would take care of it. 
  The night of 09/27/23 the truck started shimming & skipping. The next day the check engine light came on. I called Julia to inform her & she advised to call the 800 number. I called the 800 number & spoke with Ms Kenzie (I think this was her name.)  She told me I must stop the truck immediately. I was in downtown Atlanta GA in rush hour traffic & told her this but she still insisted I stop   right then. I pulled over & she said she call me back to route me to a shop there. She called back & told me to go to ********* Freightliner in Norcross GA. I went to ********* Freightliner & the shop informed me they could not check the truck out until the next day & they had no way to accommodate the trailer I was pulling & I could not have it on their property at all. I called the 800 number back again to inform them of the situation & they were unwilling to assist or help resolve the issue. After quiet sometime of back & forth with the 800 number, I suggested to take my trailer back to Greenville SC (where I normally park it) & have ************ in Greenville SC look at the truck, as they could look at it on that Monday 10/02/23. The Ryder representative denied that request, saying they would have to have their shop look at because the truck had been driven over 47 miles after reporting the problem. The appointment Ryder give me was 10/05/23, a week after the initial problem was reported. I am a small businessman. I cannot afford to buy a $39000 truck, be lied to that is in working order from the company/people I bought it from & be given the run around & every excuse not to get it fixed & on the road. 
  Without another option, I waited until 10/05/23 at 8a & took it to Ryder's shop. They said it was a fuel pump issue & tighten up a fuel line & cleared the codes that had the check engine light come on. I didn't know what to say or do as the warranty only had a few more miles left & at this point I was behind in my finances, so I accept the truck back trusting they fixed the problem. Approximately 3 days later the check engine light came on again. At this point I was over my 1000 miles for the warranty. 
  They have tricked me into buying a truck that had mechanic issues & lied stating the vehicle had been repaired when I alerted them of the problems all the way back as early as the test drive. When I did alert them of the problems, they played the clock out on the warranty for the mileage & 15 days. 
  As of today 11/20/23, the truck is still at ************ in Greenville SC because it is still breaking down. 
  I advised Julia that i wanted to return the truck due to it not being repaired correctly. I also tried to return the truck on the 27 or 28th of September by calling *** **** ** *to try to reverse the loan & give the truck back to Ryder. Both requests were denied. Julia advised to keep the truck the 15 days & see how it did. 
  The only other call I received from Ms Kenzie was after the 15-day warranty was expired. AT that time she asked for the odometer reading.  
  
  
  
  ****** *****