ComplaintsforRyder System, Inc.

• 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. 

• 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. 

   

*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. ↩