Rabobank, N.A.

We would like to acknowledge the complaint # background-">***
Complainant wants their truck returned to them
Our position on this matter:
Complainant has been a valued customer since Customer was in an accident causing rear end damage and the vehicle was brought to our bodyshop at corporate headquarters in Gulfport, MissAs the bodywork was in progress, the vehicle failed in-house DOT inspection due to unrelated damage to the motorUnauthorized parts were found on the engine concealing a rapid oil leak (pic1), requiring a complete engine rebuild to bring unit up to DOT compliance standards
As the engine damage was unrelated to the accident, insurance was not involved and complainant was responsible for half of the charges as other half was covered under the 50/protectionPayments were being deferred for the in-shop time after the accident
The complainant was presented a bill $for the estimate of work needed to the engine to bring it back up to program standards and assure safe operationComplainant was given the opportunity to pay their portion of the bill or surrender the truckComplainant refused to pay and wanted his insurance to pay his portionBeing the motor damage was unrelated to the accident, that was not possibleNo payments were made so renter was removed
Complainant contacted us after we removed him as a renter requesting more time to come up with his half of the estimateMore time was grantedRepairs were underway on the engine when additional needed mechanical repairs were found(pic2)
Customer was contacted to explain further engine repairs necessary before truck can be worked safelyAgain another estimate was presented over $20,for his half the repairsCustomer showed no interest in paying the second estimateComplainant was given over deferred payments due to the accident and made no efforts to help with the repair costsCustomer was sent a termination letter and was given days grace before terminating contract
With an outstanding account balance of over $20,that the company had to take as a loss, we are left with no choice but to deny request of returning the truck to himOur plan of action:
We have terminated commercial truck rental agreement and paid 100% of repairs needed to bring truck back up to DOT standards to allow back into the programIf customer wants to pay the outstanding account balance, we will be happy to work with him and return him to a unit of comparable value
Resolved:
Yes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

06/18/15We would like to acknowledge the complaint ***Complainant wants to be refunded.Our position on this matter:In the best interest of this customer, the charges have been refunded and the customer has received all of their money back.Our plan of action:In the best interest of customer
relations, we have spoken with this customer to confirm that they have received their refund.Resolved:Yes

Complaint: ***
I am rejecting this response because:- Truck was sent to a certified Volvo dealer-Volvo dealer sent estimate and was approved thru American Truck Group- American Truck Group sent the wrong injectors for the truck in which the truck was not made for- Only clothes were picked up from Volvo dealership- contract states there would be a mediator on truck if a problem existed however have never been able to talk to mediator-Volvo sent numberous bills to American Truck Group yet American Truck group kept sending them back
Regards,
*** ***

08/04/*We would like to acknowledge the complaint *** dated 07/*5/*5.Complainant wants to be refunded further.Our position on this matter:In the best interest of this customer, we have reached out to the complainant to try to come to an agreement Our plan of action:We are going to continue to try to reach an agreement that works for both parties.Resolved:Yes, we are working towards a resolution

February 12, The Revdex.com serving Mississippi, IncKatherine Drive, Suite Flowood, Mississippi Re: Complaint ID # *** The Customer made the choice to lease a different truck than the truck had initially intended to lease. That was
the Customer’s decision alone. We would have happily returned the Customers deposit if the Customer had requested us to do soThe Customer signed the Rental Agreement on 1/3/and was emailed the temp, and mileage reports on the 1/4/18. That is a 24hr waitThe Customer can legally run & acquire hauls with these documents Also, when the Customer entered into the Rental Agreement, the Customer signed stating the Customer would be running under their Own Authority. The Customer never mentioned having to haul for another companySince the inception of the Customers Rental Agreement, the Customer has repeatedly ignored calls from our Customer Service Department , Compliance Department and Insurance Department. We have made every effort to reach out to the Customer. Our only communication with the Customer is on the sparous occasions the Customer would answer the phone and the Customer would only answer calls from numbers that were not from office numbers. At this time, the Customers is currently in the rear weeks on the Customers Rental Agreement and the Customers has broken promises to pay in this time spanFrom 1/3/through 1/30/18, there was no communication from the Customer that the truck was having any issues (mechanically or otherwise). The Customer had possession of the truck for weeks before reporting any issues to the Customers’ Representative Furthermore, our Breakdown Department has not received an estimate of $4,for repairs on the truck. The only bill the Breakdown Department has received it for less than $for diagnostics & towing. The Customer also failed to inform us of damage to the hood of the truck. The shop where the Customer took the truck told us of the damagesWe have exhausted all efforts to speak with or help the Customer. The Customer has not held up the Customers end of the Rental Agreement. American Truck Group can only help the Customer if the Customer lets us and communicates with usAmerican Truck Group will not be issuing a refund to the Customer. We will fully cooperate with the mandatory and binding arbitration process at the Customers expense should we win. Arbitration is required under the rental contractThank you, *** *** American Truck Group, LLC Tell us why here

I became a member back on September of last year I completed my one year contract and based on my work schedule and having an incident at work on October and not working, I had a balance of $80, I now received a letter stating that I owed the fit lab $200, which is informationBefore my incident I had also emailed the gym stating that I would not be renewing my contract, I have all my information/proof of my actions as well as the folder in which I was given when I first signed upI have researched and seeked professionals in regards to this scamAs a individual, I have the right to report this to FCRA and go to small claims based on the evidence that I withhold from phone calls, documents and emailsI do not wish to take those actions if this issue can be resolved and updated accurately, if not I will process the claim with my evidence

I had a wonderful experience with American Truck GroupI had a small antifreeze leak and brought in my truck for them to fix itThey were friendly and positive people with a clean atmosphere and were able to fix my leak quicklyI have not had anymore problems with my truck either

Bad business
RIPoff all customers
Truck breakdown down every other week
All kinds of hidden fees

text-decoration: none; background-">We would like to acknowledge the complaint # ***Complainant says vehicle has had mechanical issues since he left and that documents were falsified
Our position on this matter:
The 50/nationwide coverage is provided to protect renters when encountering mechanical troubleTo qualify repairs must be pre approvedDOT repairs were approved for complainant and with the Trucker Super Saver program, additional savings were applied to complainant's account for shop time while truck was being repairedAfter repair, truck continued to encounter mechanical issuesTo rectify the situation, we offered complainant a replacement truck
As for the contract mileage discrepancy, it is customer’s responsibility to inspect the truck and sign off on accuracy of information before leaving in the unitThis was signed off in the contract by complainant, however the mileage in our system may not have been updated before creating the contract, accounting for inaccurate informationOur plan of action:
We have contacted this customer to work towards a solutionHe is currently at our *** location picking out a truckResolved:
Yes
Tell us why here

We would like to acknowledge the customer
complaint 1***
Customer wants to be reimbursed for money put into vehicle, claims warranty was not honored
Our position on this matter:
After careful review of our records, we take the position that we did in fact honor the 50/warranty and went above and beyond by allowing the customer to make payments on his 50% of the bill owed
The reason for termination was non-paymentThere had in fact been promises of payment, but nothing more than promisesWe gave written and verbal notice of termination of contractThe truck was recovered upon termination of commercial truck rental agreement with customer
Our plan of action:
We honor the warranty when applicableWe did everything we could to ensure good customer relationsThis customer simply would not make his payments, falling several payments past dueWith an outstanding balance steadily increasing, we were left with no choice but to terminate his contract
Resolved:
Yes

The Revdex.com Katherine Drive, Suite 400Flowood, MS 39232 Response to Complaint ID# *** Re: Refund or Exchange Issues Here at American Truck Group, we do everything we can to help our Customers with any problems that may arise with their rental. We
have made every attempt to help this Customer. The Customer stated the Customer was not allowed to swap the truck the Customer was in however, on 4/12/17, the Customer stated to the Customer’s Account Representative that the Customer was in fact offered to swap the truck for another truck at American Truck Group. The Customer refused this option. The Customer did return to our Newnan, GA location twice. Regarding the first “issue” the Customer had with the truck. The Customer ran out of fuel. There is nothing American Truck Group can do to help the Customer with running out of fuel. When the Customer called to inform American Truck Group that the truck would not start, the Customer informed the Account Representative that the fuel level and the battery had been checked. They were not checked and American Truck Group paid the $tow bill to have the truck towed back to our Newnan, GA location for supposed “repairs”. Regarding the second “issue” the Customer had with the truck. This is DEF issuesAny shop or dealership must have time to diagnosis and repair any vehicle. The Customer brought the truck back to American Truck Group knowing the truck is having mechanical issues, yet, the Customers said the Customer could not wait for the repairs to be done. The Customer would bring the truck back once the Customers load was delivered. Employees of American Truck Group spoke to the Customer after the Customer chose to leave with truck and told the Customer to bring the truck back. The Customer refused and inevitably broke down. The issues with the truck were minor in the beginningHowever, due to the Customers refusal to allow American Truck Group to repair the truck and continuing to drive the truck, the repairs are costly. American Truck Group will not be issuing a refund to the Customer. We will fully cooperate with the mandatory and binding arbitration process at the Customers expense should we win. Arbitration is required under the rental contract. Thank you, *** ***American Truck Group, LLC

Called these guys in a pinchthey worked with me until they found a place to get my minor repairs done immediatelyi could not loose time on my runsSo thankful they did not give up on the first couple of triesWe found a shop that could get me in and out within a couple of hours and with reasonable ratesThanks so much for your help today

We would like to acknowledge the customer concern # ***
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Customer wants to be refunded travel expenses and his approval feeOur position on this matter:
In the spirit of compromise we have reached out to this complainant to offer reimbursement on his approval feeHowever we are under no obligation to do this, as processing an application for a semi-tractor is an expensive undertakingWe disclose the application fee is nonrefundable at the time the fee is collectedWe do not accept responsibility for his travel expenses, as the cost for the search of a truck is the customer's choiceOur plan of action:
In the best interest of this customer, we are willing to refund the application charges with the return of a signed release of liability from the complainantResolved:
YesWe have begun the process of contacting this customer and offering a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
*** and *** being a husband and wife team are totally not telling the truth Even in this rebuttal they stated they
were waiting for me to call them (so that makes their previous statement that they called me to reschedule a LIE)I want my check back I will personally never recommend them to anyoneWhen they return the check there better not be any nasty notes or anything in the envelope It needs to be retuned
to me in one pieceI am not wasting my time on such liars and a terrible company*** ***

We would like to acknowledge the customer complaint ***.Customer wants to be refunded MS state sales tax of $2053.Our position on this matter:We have reviewed the complainant’s documentsThe truck stock #*** was a ***, VIN# ***According to our records and the
provided signed paperwork by the complainant, the truck price was $23,There was a $processing fee appliedThe total cost before tax equals $23,360.There is no record of MS state sales tax paid or added to the purchase.Our plan of action:In the best interest of customer relations, we have reviewed the documentation to confirm that he has not been charged state tax.Resolved:Yes

August 8, 2017 The Revdex.com Katherine Drive, Suite 400Flowood, MS 39232 Response to Complaint ID# *** Re: Customer Experience Information I have been reading over the Customers contract along with the notes to contract and the emails sent between the Customer and employees of Am***an Truck Group, LLC and its affiliates With every company, there is a certain amount of turnover. This is unavoidable. There appears to have been some confusion after the Customers original salesperson left, however, a new salesperson was adequately able to assist the Customer. As for the payment amounts: I have been supplied with an email from our Sales Department to the Customer asking if the Customer is ok with the payment amount. The Customer responded that yes, that is fine. As for the “Check Engine” light coming on in the truck after taking possession of it: Stated on the front page of the contract, the Customer is to contact our Breakdown Team with any issues the Customer is having with the truck. This did not happen nor has it happened from the issuance of the contract between the Customer and Am***an Truck Group or its affiliates. Outside of the Check Engine Light and the passenger door not locking, I cannot find any other issues (mechanical or otherwise) with the truck that was been relayed or reported to Am***an Truck Group or any of its affiliates In Response to the Customers FACT sheet: The truck was not purchased on 6/6/The Customer rented the truck on 7/6/and it is in a weekly contract. Also, the Customer was informed there was a delay and the truck wasn’t ready. The Customer chose to keep previously made travel arrangements and arrive at Am***an Truck Group knowing the truck wasn’t ready for deliveryThe Customer was given a copy of the contract. The first page of the contract has a phone number to reach our Breakdown TeamThe Breakdown Team is equipped to handle any roadside/mechanical issues our customers have. Everyone at any business has a certain job/task to do. This is why we provide our Customers with different phone numbers for them to call depending on the situationWe strive to help our customers any way we possibly can however, our Customers are investing in a business and need to take some responsibility as well. We encourage all of our Customers to communicate with us frequentlyIf the Finance Manager did in fact state that you’re over your days, the Manager was mistakenAfter learning the customer was having problems, our Breakdown Team has attempted to call the CustomerThe Customer did not answer so a team member sent the Customer a text. The Breakdown Team has not received any communications from the Customer regarding any problems with the truck nor an answer with the missed calls or text message at this timeThe Customer has been supplied a copy of their Closing Form which entails the majority of Am***an Truck Group fees and a copy of their contract that was explained in its entirety, which the Customer signed and initialed, before taking possession of the truck. As with any company, in the course of business, there are processing fees that all companies chargeThe Customer has chosen to park the truck at their home and not move it or call our Breakdown Team. According to the notes, the Customer paid a private party to come to the Customers home to DOT the truck after the “Check Engine” light came on and the passenger door not locking properlyThat’s the only problems I have been able to find with the truck. Again, the Customer needs to get in contact with our Breakdown TeamThe Customer has not done their part in reporting any problems they are having with the truck with our Breakdown team Taking all of the circumstances in account, ATG will not be issuing a refund to the Customer as requested in the first part of the Customers complaint. We will fully cooperate with the mandatory and binding arbitration process at the Customers expense should we win. Arbitration is required under the rental contract. *** ***Am***an Truck Group

We would like to acknowledge customer complaint
***
Customer claims that he was charged a fee that was never refunded
Our position on this matter:
This complainant was not a direct customerOur customer did use his credit card with this complainant's consent to pay his program approvalThe total amount charge to his card was $***
However, we would like to make it clear, this fee was for a service that was rendered and not, as the complainant mentions, a down payment to reserve a VolvoA Volvo semi costs close to $*** and our minimum deposit depending on year and model starts at $***We would require at least this much before it would ever be reserved for a customer
Our plan of action:
In the best interest of this customer, we are willing to refund the charges with the return of a signed release of liability from the complainant
Resolved:
YesWe have begun the process of contacting this customer and offering a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr*** is a liar a cheat and a thief. He admitted times that his guys should have caught the poor workmanship on their part. He agreed to redo the overhead when he originally did the repair work. The overhead problem was pointed out to him at the time and he stated that he would redo it and we had nothing to worry about. Apparently he decided to save a buck and not fix the problem he originally said he would fixLying to and cheating customers is no way to run a business. The, refusing to sit down with that customer and discuss the situation is the act of a coward. He was paid over $6,to restucco the house and gave a lifetime guarantee on his work. I am now working with one of the major TV networks local consumer advocates to get satisfaction from this dishonest disreputable man and his company. Mr*** should be ashamed of himself. I hope anyone reading this will take my advice and look elsewhere for someone with integrity which is something *** *** seems to know nothing about. I would not recommend Lemon Grove Stucco to anyone and I have lost any respect for a company executive who will not live up to his word or his written guarantee. This is not the end of this. disreputable businessmen like *** *** should close their doors and crawl into a hole and pull the dirt in over themselves. In the beginning all I wanted was to have the damage repaired under the Lifetime Guarantee good for “As long as I owned the home”, which by the way so far is over years. I would appreciate if you could ad this to the statement I earlier sent you. Again, this man has refused to discuss the issue with me although I have contacted him both by e-mail and by phone calls to his office. He has not even returned one call. Shame on you *** ***. Such dishonesty needs to be exposed
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The owner of the business said that they would fit me in when they could because this was a small job and usually when they have down time they do all the small
jobs at the same time However, I told him that where the repairs needed to be done were covered by the bushes and the owner said that would be fine to remove them.
He said that would be fine because it was going to take a couple of months or so when they next down time would occur I signed the contract to him on 8/and In just a couple of days
after labor day at 7:a.min the morning which I can verify by retrieving the phone call list from *** if needed, I received a call from the owner stating that they were on
their way to my house I did not receive a courtesy call the day prior stating that they were going to do the work I told him that I did not have the bushes removed and he said that
didn't matter I said to him that he did not give me a day's notice before and that and I was not ready for them I asked him not to come because I wanted to remove those
bushes that were next to the stucco so that it would be easier for the men and a better job could be done He was very irritated and he said that his men were on the wayHe then hung up I immediately called the business number and spoke to his wife and told her the situation she said that she would let him knowI was home all that day and NO ONE showed up to my house I NEVER received a phone call setting up another appointment I was left in limbo until this responseHis reply is totally untrue If need be I will contact Cox and get my phone records showing that he called around 7:a.mand that I called him back immediately on their
office number and that I did not receive a phone call from them that day at all The only people that I spoke with was the owner and his wife No one showed up at
the door; I had no further conversations His response is a total lie.
I would appreciate my check back
*** ***