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:04/30/2024

  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.

  Rented from them 12 trailers. Picked from them trailers in poor conditions, and returned after 2 years, before returning trailers was inspected by certified service. After 2 months of receiving their trailers back, they charged us for nonexistent "damage" (like minor scratch). Trailers were returned in better conditions than it was picked up!

  Customer Answer

  Date: 04/30/2024

  Tried to get in touch with their accounting/service/manager to get more information about charges, but nobody know nothing

  

  Business Response

  Date: 05/15/2024

  Date: May 15, 2024
  
  ****** ******** ******
  **** *** ****
  ************ ** *****
  
  In Re ****** **** ****** **** * ********* ******** - Billing
  & Collection Issues
  
  Dear Better Business Bureau,
  
  We, Transport Enterprise Leasing, LLC (“TEL”) are writing in
  response to the complaint filed by ********* ******** ************ regarding our
  invoicing of damage and other return condition charges under the provisions of
  certain Master Lease Agreements and Equipment Schedules for four (4) trailers
  returned to us by ********** company, our customer, ****** **** ****** **** **********. 
  
  We appreciate the opportunity to address ********** concerns. Customer satisfaction is of utmost importance to us, and we take all
  complaints seriously.
  
  Summary of the Complaint:
  
  ********** April 29th complaint with the BBB represented
  that the trailers were returned in better condition than when ****** accepted
  them at the commencement of the lease over two years ago.  Separately to us on April 30th, ********
  expressed dissatisfaction with the cost and assessment of charges against
  ****** upon the return of four trailers at the termination of the Lease.
  Specifically, the customer is disputing to us that the damage invoiced was due
  to normal wear and tear, that any dents, scratches, cracks, road-rash, and
  paint deterioration is smaller than a credit card and therefore excluded, that
  the trailer toolbox was missing when the unit was placed in service and should
  not be assessed, and that the winch relocation is within specification and
  should not be assessed. 
  
  Our Response:
  
  ******** and ****** accepted the trailers from TEL under a contractual
  lease agreement with specific return conditions.  As the lease makes clear, the trailers were
  accepted “as-is” by ****** with clear requirements for their condition upon
  return.  The trailers did not meet those
  conditions and charges were assessed on ******** accounts with TEL.   TEL, after reviewing the repair invoices, and
  in further conversations with ********, have identified at least $930.63 of repair and
  reconditioning costs we are willing and able to credit back to the customer to
  reduce the total cost and reach an amicable resolution of this matter.   
  
  
  To resolve this issue, we have taken the following steps:
  

  -  ****** **** ****** ***. notified TEL of their dispute of our charges on April 30, 2024. The Lessee’s account representative responded to the dispute email within 5 hours and offered to meet with the customer in person or by phone to discuss the dispute. 
  -  TEL commenced an internal review of the charges and determined that the inspection report sent to ****** included many items that were not part of the charges nor included in the repair invoices, but were for TEL’s own internal records of the trailers’ conditions. The inclusion of these comprehensive inspection reports created confusion with the customer regarding the nature of the assessed charges.  
  -  TEL and ******** discussed the detail invoice charges on May 6th and reviewed all the supporting photos and documentation.  Specific items of dispute were identified for further review by TEL.   
  -  TEL completed its review of the specific dispute items on May 8th, identifying several items to credit to the Customer’s account:
    + Unit ******** – Credit of $100 for the repositioning of airlines
    + Unit ******** – Credit of $50 for the lubrication of slider rails and pins
    + Unit ******** – Credit of $100 for the repair of bent mudflap bracket
    +  Unit ******** – Credit of $50 for the lubrication of slider rails and pins
    +  Unit ******** – Credit of $202.22 for tire replacement, modified for removal and re-bead of the tires instead 
    +  Unit ******** – Credit of $80 for resecuring airlines
    +  Unit ******** – Credit of $168.41 for one set of brake pads that had sufficient pad remaining 
    +  Unit ******** – Credit of $50 for the straightening of a bent mudflap bracket
    +  Unit ******** – Credit of $130 for the repair of bent mudflap brackets
  

  TEL’s next meeting with ****** is Scheduled for Friday May 17th, at which time we will communicate the credits and hope to agree on final amounts of the reconditioning costs.   
  
  We apologize for any inconvenience this situation may have
  caused ****** **** ****** ***** We value their business and are committed to
  ensuring a positive experience with our company.
  
  Please feel free to contact us directly at ************ or ******************** if you have any
  further questions or concerns. We look forward to resolving this matter to your
  satisfaction.
  
  Sincerely,
  
  
  ***** ********
  Vice President of Credit & Collections
  Transport Enterprise Leasing, LLC

  Customer Answer

  Date: 05/16/2024

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