Rabobank, N.A.

08/*9/*5We would like to acknowledge the complaint [redacted]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.  In the spirit of compromise we offer to refund his full deposit and application fee. The  company is under no obligation to do this as processing an application for a semi-tractor is an expensive undertaking. We are unable to reimburse complainant for standard fees associated with operating a commercial vehicle. Alternatively, standard operating fees already paid for may be applied to a different commercial vehicle should complainant want to continue with the Commercial Truck Rental Agreement.Our plan of action:We are going to continue to try to reach an agreement that works for both parties.

Complaint ID#: [redacted]
American Truck Group goes to great lengths to ensure the highest standards of Customer Service and Professionalism.All calls are recorded and we are currently researching the incident in which the Customer says one of CustomerService Representative’s...

discontinued the phone call with the Customer by hanging up on him.I have also spoken with the Sales Department about the claims made by the Customer regarding the removal offixtures intended for Safety and Compliance purposes. Our Sales group assures me this is not an accurate claim. ATGwants all drivers that come through our program to leave in a safe, reliable, DOT complaint truck. It is procedure forall trucks to receive a DOT inspection from our shop before leaving the lot on a rental contract.
When the Customer took possession of Stock# [redacted], the Customer was told by his Salesperson that the Customercould make improvements to the truck and to check the truck thoroughly before leaving. The Salesperson alsoinformed the Customer, as with all customer’s, that the Customer should stick around the area for a couple of daysafter taking possession of the truck. Just in case there were issues with the truck, the Customer would be close to ourfacility so repairs could be done quicker and more easily.
The Customer was also offered and waived all maintenance plans and breakdown coverage’s offered to the Customerat the time of Closing on the truck with the exception of the Silver Plan our company offers which covers repairs inATG’s internal shop only and it was explained to the Customer the he would have no coverage outside of ATG’s shop.
On December 14, 2016. The Customer complained that the check engine light had come on in the truck and the truckstarted shaking. We referred the Customer to a shop near the Customer. When ATG called the Customer for anupdate, the Customer informed us that he hadn’t made it to the shop ATG referred the Customer to, the Customersaid maybe tomorrow. Once the Customer did make it to the shop, the Customer was informed the repairs would bearound $6,000.00. At such time, the Customer informed us he did not have the funds to pay for the repairs.
The Customer chose to leave the shop without having the repairs done and continued to use to truck to haul loadsfrom December 15, 2016 to December 26, 2016. This abuse has caused several thousand dollars additional damage tothe truck.
On December 21, 2016, American Truck Group called the Customer and offered to help the Customer stating that ifthe Customer would come back to our facility, ATG would take a look at the truck and see what ATG could do to helpthe Customer. The Customer stated he was unhappy and returning the truck. However, the Customer continued tohaul loads using the truck.
Before returning Stock# [redacted] to ATG’s facility on December 26, 2016, the Customer had a payment due on hiscontract of $589.04. This balance is still unpaid.
American Truck Group has done all they can do to try to help the Customer.
ATG will not be issuing a refund to the Customer. We will fully cooperate with the mandatory and binding arbitrationprocess at the Customers expense should we win. Arbitration is required under the rental contract.

08/11/15We would like to acknowledge the complaint [redacted])Complainant wants their tools replaced and their security deposit refunded.Our position on this matter:In regards to replacing tools:We contacted our recovery crew to see if possessions were left in the rental equipment. The...

recovery crew said the possessions were removed at the mechanic garage. We contacted the garage and were told the complainant was by on Saturday and collected all belongings that were retrieved from the vehicle. The complainant encountered a rare situation with his commercial rental unit. Bad fuel was put in the truck by the renter and it caused continuous engine damage. The complainant approved the bad fuel related repairs at an unapproved shop in Jonesboro, AR. The shop took the engine apart, replaced an injector, put it back together. Then when the bad fuel circulated through again, another injector blew and they had to tear it apart again. At this point they realized the fuel was causing the injectors to clog. Repairs started to get out of hand, and that is when the renter contacted us about the situation. Our breakdown team addressed the situation. Rental customers are covered by the Commercial Service Plan "50/50 Parts & Labor Limited Warranty"  designed to alleviate financial burden if the rental units encounter mechanical failure, theft, or vandalism. Our team did drop-ship the turbo he needed due to the huge difference in cost, under the 50/50 it saves us money and saves the customer money. The part was ordered and retrieved by the shop repairing the rental very early in the situation. We provided a parts warranty on an tensioner to have it replaced at no cost to renter. We were trying to be lenient with the customer by paying half of the turbo, the fuel pump and the injectors, labor and parts. The renter refused to pay any portion of the invoice for needed repairs.By commercial truck rental agreement, the renter is responsible for the repairs that he authorized without our knowledge due to the bad fuel. For repairs to be covered under the Commercial Service Plan "50/50 Parts & Labor Limited Warranty", repairs must be first authorized by NTF. Complainant refused to cover the repairs he authorized without our approval. Complainant also refused to pay 50%.As far as the security deposit goes, by Commercial Truck Rental Agreement, the security deposit is refundable if truck is given back by friendly surrender, minus mandatory contract fees, minus any balance owed on the account, minus any other fees associated with the recovery of the unit.Customer elected to abandon truck at shop and not make any contribution to the bill. We had no other choice but to recover the vehicle after missed payments. His portion of the shop bill alone exceeds his security deposit amount. Due to the damage done to the vehicle from having bad fuel, we are not obligated to return any portion of his security deposit and we reserve the right to collect on monies owed.We have attached documentation for your convenience.Our plan of action:In the best interest of this customer, we covered the entire repair bill and terminated Commercial Truck Rental Agreement.Resolved:Yes.

I have nothing but good things to say about the Breakdown Team. They always answer in a timely manner. Professional and courteous at all times. Just a great benefit of doing business with American Truck Group.

Response to claim ID #[redacted]
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Re: Sale of a 2009 Freightliner Columbia, stock #[redacted]
 
A 2009 Freightliner Columbia was sold on July 12, 2016. 
The truck is a six year old used heavy duty truck with a sleeper used for commercial purposes.
The truck was sold “As Is”.
The Customer refused to purchase a 50-50 limited maintenance protection plan we offer or any other independent extended maintenance programs.
After leaving the lot, the customer called the owner and the owner once again offered for the Customer to purchase the 50-50 limited maintenance program to assist with some repairs which the Customer declined.
The bill of sale has a binding Arbitration clause which the Customer may pursue should he choose to and we will comply.
 
 
As with all sales, the customer was given ample opportunity and time to inspect the truck prior to purchase.  Also, the customer was advised to inspect the truck prior to purchase for any problems or concerns he may have and we would make necessary repairs prior to the sale.  He was also given the option to purchase our 50/50 limited maintenance protection plan which we offer with every purchase and the customer declined the coverage.
 
After leaving our lot with his truck, he called the owner of our company to make a complaint about issues he was having.  The owner informed the Customer that he bought the truck “As-Is”, but if he brought the truck back to our lot for repairs we would still sell the Customer the 50/50 limited maintenance protection plan if he wanted to buy it.  The Customer still refused to purchase the warranty.
The truck is not a lemon, it is used heavy duty truck used for commercial purposes.  We also sold the truck to the Customer for less than comparable advertised trucks in a popular advertising publication (Truck Paper). We have made reasonable efforts to assist the Customer but he has been unwilling to purchase the maintenance plan from us or from third parties to assist him with truck operation ownership.  The customer may is welcome to pursue binding arbitration which we will cooperate.
Tell us why here...

We would like to acknowledge the complaint...

[redacted].
Complainant wants to be reimbursed for travel expenses.
Our position on this matter:
We have reviewed each grievance mentioned in this complaint.
Inconsistency with mileage:
The salesman quoted the last updated mileage in our system. This was not an intentional error.
Rods & Mains:
This is a service performed for truck sales for an additional $990. If the truck remains in the rental inventory the inspection is performed, however rods & mains are replaced on an as needed basis. Our service records indicate the rods & mains were in good condition and did not require replacing.
Truck ready date:
By nature of the industry, we can only provide an estimated time of delivery. In fact, we clearly tell customers to plan on spending a few days.
Pictures of the Unit
It has been confirmed that the pictures sent to the complainant were the actual pictures taken of the truck and in no way do they misrepresent the truck or the condition of the truck.
list price
We sell trucks or we put them into our rental program.  There is a sale price and a program price. The sale price did not change, and is the price displayed on cash truck sales sites as the complainant mentions. This complainant pursued the rental program with option to buy.
Advertising issues
At no point has our advertising been misrepresented on this unit.
Our plan of action:
The complainant has received all funds received from us back in entirety. We do not find ourselves responsible for his gas or other expenses.
Resolved:
Yes.

Response to claim ID #[redacted] Re: Sale of a 2009 Freightliner Columbia, stock #[redacted] A 2009 Freightliner Columbia was sold on July 12, 2016.  The truck is a six year old used heavy duty truck with a sleeper used for commercial purposes.The truck was sold “As Is”.The Customer refused...

to purchase a 50-50 limited maintenance protection plan we offer or any other independent extended maintenance programs.After leaving the lot, the customer called the owner and the owner once again offered for the Customer to purchase the 50-50 limited maintenance program to assist with some repairs which the Customer declined.The bill of sale has a binding Arbitration clause which the Customer may pursue should he choose to and we will comply.   As with all sales, the customer was given ample opportunity and time to inspect the truck prior to purchase.  Also, the customer was advised to inspect the truck prior to purchase for any problems or concerns he may have and we would make necessary repairs prior to the sale.  He was also given the option to purchase our 50/50 limited maintenance protection plan which we offer with every purchase and the customer declined the coverage. After leaving our lot with his truck, he called the owner of our company to make a complaint about issues he was having.  The owner informed the Customer that he bought the truck “As-Is”, but if he brought the truck back to our lot for repairs we would still sell the Customer the 50/50 limited maintenance protection plan if he wanted to buy it.  The Customer still refused to purchase the warranty.The truck is not a lemon, it is used heavy duty truck used for commercial purposes.  We also sold the truck to the Customer for less than comparable advertised trucks in a popular advertising publication (Truck Paper). We have made reasonable efforts to assist the Customer but he has been unwilling to purchase the maintenance plan from us or from third parties to assist him with truck operation ownership.  The customer may is welcome to pursue binding arbitration which we will cooperate. Tell us why here...

LGS is not responsible for the issues Mr. [redacted] is complaining about.  His issue is with the new construction work lath, scratch coat and brown coat work that was previously done by another contractor prior to our work.  The problem that Mr. [redacted] has is with the lath and brown coat...

work that was originally done by [redacted] in which Mr. [redacted] reached and received a financial settlement.  Mr. [redacted] originally had his house re-stuccoed by [redacted] before LGS even gave him a bid to re-do his stucco.  During this time, the house was re-stuccoed by [redacted], the eaves and front entry lid were also lathed and brown coated by [redacted].  Even though Mr. [redacted] was happy with the new construction lath and brown coat in the eaves and front entry lid work that was performed by [redacted], he was dissatisfied with the re-stucco on the vertical walls that were done by [redacted] because the stucco walls were flaking off as the house was not sandblasted prior to re-stuccoing.   Apparently, a short time later, as the restucco portion was failing, Mr. [redacted] called LGS for a bid.  I gave him a bid on May 18, 2009.  He accepted the bid in October 2009 to restucco the failing restucco work done by [redacted] that was failing on the wall of his home.  The work was completed November 5, 2009.  He was completely happy with the work.    Now seven years later he called LGS (04-16-16, Saturday a day we are closed) to say that a small area of stucco (3’x4’) on his front entry lid fell.  I returned call to him on Monday, 04-18-16.  So I scheduled him a date to meet with him to look at it.  It was evident that it was not my stucco that failed, it went deep into the scratch and brown coat (cement work) that was done by [redacted].  It appears he either had too much sand in his brown coat mix or he over-mixed it.  Either way, it was the new construction cement portion that fell off.  It was not the thin layer of stucco that fell off.  I explained that to Mr. [redacted].  It was at that time I made a statement to Mr. [redacted] that [redacted] was haunting him again.  I did not say Lemon Grove Stucco was responsible for the brown coat failures of [redacted].  Mr. [redacted] is trying to say in his emails that I was at fault.  Not once did I ever say “It was an oversight by my guys”.   I cannot and will not guarantee other contractors work.    In speaking with him he kept misquoting me and saying things that were never said. Mr. [redacted] has a problem with changing other people’s words.  This is the reason that I only responded by email and with the same email stating that Lemon Grove Stucco would do the unwarranted repairs at cost only, even though other contractors work is not covered by Lemon Grove Stucco’s guarantee.  Lemon Grove Stucco offered numerous times to do the repairs for Mr. [redacted] at labor and material cost only and that was refused by Mr. [redacted]. Perhaps Mr. [redacted] needs to contact [redacted] to see if he can get some help from him.   I gave him a bid to repair the other contractors work for labor and material cost only of $715.00, but I will not repair another contractor work for free.  Mr. [redacted]’s desired settlement is ludicrous.  He has a small area of complaint (done by others) and now he wants his entire house redone for $10K.  [redacted], President

07/24/*5We would like to acknowledge the complaint [redacted] dated 07/*5/*5.Complainant wants to be refunded further.Our position on this matter:In the best interest of this customer, the commercial truck rental agreement has been terminated as a friendly surrender and the deposit...

less processing termination of contract fees have been refunded. We have reached out to the customer to discuss his complaint. He needed more time before he could speak about it and he will contact us. Our plan of action:In the best interest of customer relations, we have spoken with this customer to try and find a resolution.

We would like to acknowledge the customer...

complaint [redacted].
Customer wants to be refunded his application fee of $[redacted].
Our position on this matter:
We value our customers. In the best interest of this customer, the charges have been reversed and the customer has received all of his money back. The company was under no obligation to do this, as processing an application for a semi-tractor is an expensive undertaking.
Our plan of action:
We aim to avoid misinformation. In the best interest of clear customer relations, we have spoken with this customer to confirm that he has received his refund.
Resolved:
Yes.

I am rejecting this response because:I have not been contacted in any way, shape, or form by any employee of Rabobank.

September 6, 2017  The Revdex.com 660 Katherine Drive, Suite 400Flowood, MS  39232 Response to Complaint ID# [redacted] Re: Refund or Exchange Issues  I am doubtful that the Customer believes that the Customer was getting an approval to enter a...

lease/rental program for a large commercial vehicle for $4.95. However, American Truck Group has decided to give the Customer a full refund of the $495.00 deducted from the Customer’s bank account in addition American Truck Group will also refund the $10.00 Western Union fee charged to the Customer’s bank account.    Thank you,   [redacted]American Truck Group, LLC

We would like to acknowledge the customer complaint [redacted].Cash customer wants repairs made to the truck after sale.Our position on this matter:The customer did purchase 08 Pete 387 on 03/12/15. The work performed on the unit was correct. A “we owe” with a 30 day expiration was issued by...

our shop to take truck to a Peterbilt dealer and have codes cleared before normal operation of vehicle. Operating the vehicle before having the codes cleared may cause previously performed work to be required again. 30 days from sale, customer contacted our sales team. Sales team reported the customer claims mentioned in complaint to our shop. The shop manager reached out to the customer when informed of his situation. Parts recently installed were still under factory warranty. Original purchase invoices were provided to the customer to allow for warrantied items to be covered. Other items reported faulty were a result of running the unit before clearing the codes. In attempts to help customer, we worked out an agreement to provide parts needed at a wholesale rate as he agreed to be responsible for the labor cost. Alternatively, customer has a 50/50 warranty in our shops only, should he choose to bring the unit to our shop and have it repaired, he will get additional savings.Our plan of action:In the best interest of customer relations, we have spoken with this customer to confirm that he is happy.Resolved:Yes.

This is a poorly managed club. Aside from the numerous problems with old equipment and dirty locker rooms, etc., trying to cancel your membership and stop automatic billing is almost impossible -- largely because the staff does not give members the full process for cancellation, which always results in added charges. Upper management is rude and very difficult to work with. I would not recommend this club to anyone.

Complaint: [redacted]
I am rejecting this response because: The response ATG gave are all lies, my hauling company can confirm I did not haul a load to any customer. ATG never advised me to take the truck to any shop close by, I was told to bring the truck to them for repairs. I have the text. Also I have receipts proving my payments were up to date I did not and do not owe them anything. This is bold face lies and I am so glad we have this on record. See you in court ATG!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Am[redacted]an Truck Group and National Truck Funding should be ashamed of themselves.  They are correct in one thing...I did miss-type the date of the rental agreement.  It was 7/6/2017, and not 6/6/2017, which makes this situation even worse.  We are now at more than $30K after just a month.  Since my last report, the General Manager, [redacted], is conveniently no longer in "that department."  I'm not sure who to contact for escalation at this point, as the new GM is named [redacted].  Neither she nor [redacted] (our CSR) would provide her last name.  She has no clue about the history of our situation, nor did she care to listen.  I specifically asked her if there was anything the company was willing to do to at least make it right.  She said no.  I have no idea who responded to this complaint, as I have never heard the name before.  She has no clue either.After the check engine light was no longer on, we sent our driver on our very first run on yesterday (8/9) from [redacted], SC to [redacted], FL.  On the way to Florida, we had a tire to blow out.  $700 later, our driver was able to get the load delivered on time.  However, on his way back home, the truck broke down.  I called American Truck Group and spoke with [redacted] on the Breakdown Team, who made a point to tell me the customers who are most likely to make complaints such as these on Revdex.com, or Ripoff Report, are those who are dissatisfied.  While this may be true, I informed him that there were tons of complaints, and that I am mostly concerned with the concentration of those that indicate that the trucks are placed in the shop and ultimately repossessed, as the owner is unable to afford the repairs, and that American Truck Group does not stand behind what they are renting out.Anyone reading this please take warning.  Between June 8, 2017, I had been in constant and direct communication with the salesman, [redacted].  I was so confident with our interactions that I made travel arrangements nearly a month later, only to find a day or so before the flights that [redacted] was gone.  [redacted] seemed to be the only genuine person there.  Once my husband and driver were there, they were almost forced into signing a pile of paperwork, and lied to by everyone there.  American Truck Group/National Truck Funding (what ever the company name is) has stated that we did not do our part in reaching out to them.  That is FALSE.  I have retained copies of the emails back and forth with [redacted], as well as the text messages with [redacted], informing the both of them that the check engine light was on, and the door would not lock properly the day they were driving it home.They are dishonest, manipulative, and unwilling to stand behind their product.  [redacted] should be further educated about the likelihood that a company would be rated D by the Revdex.com before shoving the fact that dissatisfied customers are most likely to file complaints.  All companies experience some level of customer dissatisfaction, but not ALL companies have a D rating.Regards,
[redacted]

Super great service from Breakdown and all the Team at Gulfport location. I have added a second truck to my income. They make it very easy to build a business. I had a small scale problem right after I left with the truck. It looked bad, but when I called the Breakdown team. They reassured me that it had to be something small. It was the oil dipstick had cracked during my drive. I turned around went back and they fixed it immediately. Also, they cleaned my motor from the leaking oil. Back on the road living the American dream. Thanks American Truck Group and the breakdown Team for making that possible. Returning Customer for another truck soon that will be number 3 in my fleet.

We would like to acknowledge the customer...

complaint #[redacted].
Customer wants to be refunded due to health issues.
Our position on this matter:
Our decision to retake possession of our truck was based on the account being in default. This customer missed more than four payments. The fact that this customer went four payments without paying shows that we gave the customer considerable leeway.
Our plan of action:
We are empathetic of health issues, but there is no clause in our contract that relates to customer health. Non payment due to health issues does not relieve the customer of their contract. In an effort to provide another avenue to the customer, we suggested that they hire another driver to be able to make income for payments.
Resolved:
Yes. After further investigation, we deem these issues resolved. The customer broke contract with us by refusing to pay their payments. We terminated the contract with this customer and are no longer pursuing payment from them.

Review: On 4/6/11 I walked into a local Rabobank branch to close my account. The accounts person I spoke to seemed eager to leave (it was close to 5) and rushed me. I was advised that my account was closed. A week later I received a letter that said I had gone into overdraft. I have subsequently received several overdraft fees, even though the account was supposed to be closed.Desired Settlement: See Complaint Text

Review: Mr. [redacted] had banked with Rabobank for many years and never had a problem. Recently he had some issues with a family member that resulted in some banking issues. He resolved matter internally. Rabobank then forced closure of his bank account which caused lots of trouble for Mr. Baltierra since his VA payments were directly deposited into this bank account. Other bills and transactions were also directly deducted from such bank account. He now faces overdue fees that he cannot pay and has struggled with issue. Mr. Baltierra feels he was treated unfairly and spoken to in a rude tone by staff.Desired Settlement: Overdue fees waved.