Rabobank, N.A

08/11/15We would like to acknowledge the complaint [redacted] ( [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 equipmentThe recovery crew said the possessions were removed at the mechanic garageWe contacted the garage and were told the complainant was by on Saturday and collected all belongings that were retrieved from the vehicleThe complainant encountered a rare situation with his commercial rental unitBad fuel was put in the truck by the renter and it caused continuous engine damageThe complainant approved the bad fuel related repairs at an unapproved shop in Jonesboro, ARThe shop took the engine apart, replaced an injector, put it back togetherThen when the bad fuel circulated through again, another injector blew and they had to tear it apart againAt this point they realized the fuel was causing the injectors to clogRepairs started to get out of hand, and that is when the renter contacted us about the situationOur breakdown team addressed the situationRental customers are covered by the Commercial Service Plan "50/Parts & Labor Limited Warranty" designed to alleviate financial burden if the rental units encounter mechanical failure, theft, or vandalismOur team did drop-ship the turbo he needed due to the huge difference in cost, under the 50/it saves us money and saves the customer moneyThe part was ordered and retrieved by the shop repairing the rental very early in the situationWe provided a parts warranty on an tensioner to have it replaced at no cost to renterWe were trying to be lenient with the customer by paying half of the turbo, the fuel pump and the injectors, labor and partsThe 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 fuelFor repairs to be covered under the Commercial Service Plan "50/Parts & Labor Limited Warranty", repairs must be first authorized by NTFComplainant refused to cover the repairs he authorized without our approvalComplainant 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 billWe had no other choice but to recover the vehicle after missed paymentsHis portion of the shop bill alone exceeds his security deposit amountDue 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

We would like to acknowledge the customer concern # [redacted] Customer had mechanical issues and wants deposit refundedOur position on this matter: American Truck Group, LLC goes above and beyond to inspect all vehicles and inspection paperwork is signed before a customer leavesThe Commercial Truck Rental Agreement provides UNLIMITED MILEAGE NATIONWIDE, a 50/service agreement for Parts & Labor designed to alleviate financial burden if the rental units encounter mechanical failure, theft, or vandalismTo be covered under the 50/50, repairs must be reported and approved with proof of regular maintenance per contract, then our breakdown team pairs them with the most convenient, quickest available and reasonably priced approved shops in our networkBy Commercial Truck Rental Agreement, services must be approved by NTF before the units are repaired Our plan of action: Customer was offered immediate repairs and payment relief when he reported his truck to be throwing fault codesWe worked with customer to get him into an ATG shop to have these issues addressedSimple repairs quickly escalate into irreparable damage when the engine codes are not investigated before working the vehicleBefore returning the vehicle for repairs, customer continued to work in vehicle despite the error codes of engine trouble and low oil pressureThe engine reset button was pushed several times to force the motor to continue to run although it did not have enough oil to run properly and it finally locked up A tow truck was sent for the vehicle, by that time irreparable damage to the motor had already been doneComputer fault codes from the vehicle show the engine locked up, had multiple low oil pressure codes thrown and engine override button was hit times to keep engine running until it blewResolved: YesWe have terminated commercial truck rental agreement and recovered rental unit due to damage caused by customer's actionsThe repairs needed after being in renters possession exceeds the amount of renter’s deposit

Customer wants to be refunded his application fee of $500.Our position on this matter:We value our customersIn the best interest of this customer, we agree to return his application fee of $with the completion of a hold harmless releaseThe company was under no obligation to do this, as processing an application for a semi-tractor is an expensive undertaking

The tractor came with 50/warranty where they pay for half of the maintenance for the tractor but not every mechanical issue is within the warrantyAlso they will only pay for repair issues only if its an approved shop in which they recommendFor the two issues recently, they are not included in the 50/warrantyAttached is the most recent issue that was reported from the diagnostic screening on Friday, October 13, Please advise

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

Nothing but good things to sayThe team at American Truck group really helped me with my recent truck repairsThey went out of their way to get the bill loweredCalled diligently to keep updates on my truck currentThey worked to help me with getting shop bill paidTo top it all off [redacted] from Breakdown and my CSR [redacted] call me regularly to just see how I am doingThey build good relationships with their customersI would recommend them to anyoneThanks again for keeping me running and making money

At the beginning, everything was fine, I've had my Cascadia a year nowI had an unsettling experience when a payment was drafted out of the wrong account because another rep was covering for mine when she was out FridayThen, my rep told me a few weeks later that it was her last day and it took a while to find out who my new rep was going to beSo I got [redacted] as a rep and at that point the oil field was extremely slowI got behind on my payments and was never able to catch upI relocated to a new haul source and still had a tough time catching up on my paymentsThen I got transferred reps more times until I got my current girl [redacted] She has been compassionate and more understanding [redacted] is definitely an asset to the companyThanks to all of her help and supportive efforts, I was able to get caught upShe actually has compassion and empathy when it comes to knowing her customers

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 Pete on 03/12/The work performed on the unit was correctA “we owe” with a day expiration was issued by our shop to take truck to a Peterbilt dealer and have codes cleared before operation of vehicleOperating the vehicle before having the codes cleared may cause previously performed work to be required againdays from sale, customer contacted our sales teamSales team reported the customer claims mentioned in complaint to our shopThe shop manager reached out to the customer when informed of his situationParts recently installed were still under factory warrantyOriginal purchase invoices were provided to the customer to allow for warrantied items to be coveredOther items reported faulty were a result of running the unit before clearing the codesIn 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 costAlternatively, customer has a 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 clubAside 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 chargesUpper management is rude and very difficult to work withI would not recommend this club to anyone

05/22/15We would like to acknowledge the customer complaint [redacted] .Customer 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 his money back.Our plan of action:In the best interest of customer relations, we have spoken with this customer to confirm that he has received his refund.Resolved:Yes

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 purposesOur Sales group assures me this is not an accurate claimATGwants all drivers that come through our program to leave in a safe, reliable, DOT complaint truckIt is procedure forall trucks to receive a DOT inspection from our shop before leaving the lot on a rental contractWhen the Customer took possession of Stock# ***, the Customer was told by his Salesperson that the Customercould make improvements to the truck and to check the truck thoroughly before leavingThe 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 truckJust in case there were issues with the truck, the Customer would be close to ourfacility so repairs could be done quicker and more easilyThe 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 shopOn December 14, The Customer complained that the check engine light had come on in the truck and the truckstarted shakingWe referred the Customer to a shop near the CustomerWhen 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 tomorrowOnce the Customer did make it to the shop, the Customer was informed the repairs would bearound $6,At such time, the Customer informed us he did not have the funds to pay for the repairsThe Customer chose to leave the shop without having the repairs done and continued to use to truck to haul loadsfrom December 15, to December 26, This abuse has caused several thousand dollars additional damage tothe truckOn 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 CustomerThe Customer stated he was unhappy and returning the truckHowever, the Customer continued tohaul loads using the truckBefore returning Stock# [redacted] to ATG’s facility on December 26, 2016, the Customer had a payment due on hiscontract of $This balance is still unpaidAmerican Truck Group has done all they can do to try to help the CustomerATG will not be issuing a refund to the CustomerWe will fully cooperate with the mandatory and binding arbitrationprocess at the Customers expense should we winArbitration is required under the rental contract

Mr [redacted] was originally sent the wrong form for reimbursement, which was part of the basis of his response The correct form has now been sent to Mr [redacted] via mail and email We spoke with Mr [redacted] by phone and made him aware of this on 6/13/ Mr [redacted] was currently in Canada, but understands the situation and has agreed to send us the signed form upon his return Upon receipt of the signed form, a full refund will be sent to him

September 6, The Revdex.com Katherine Drive, Suite 400Flowood, MS 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 $However, American Truck Group has decided to give the Customer a full refund of the $deducted from the Customer’s bank account in addition American Truck Group will also refund the $Western Union fee charged to the Customer’s bank account Thank you, [redacted] American Truck Group, LLC

quick responseAdvised me to have the shop warranty previous work and they didReally appreciate the advise when in a tough spot

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 refundedWe have reached out to the customer to discuss his complaintHe needed more time before he could speak about it and he will contact usOur plan of action:In the best interest of customer relations, we have spoken with this customer to try and find a resolution

I had the truck for about a month and had to call the breakdown team on a SaturdayI didn't have time to wait til Monday so I made the repairs myselfI sent the parts receipts so I could be reimbursed for percent, but they just said they are going to credit the next paymentThey did as they said with that, but it was because my CSR was involvedIf the breakdown team could be as efficient as the CSRs are, I would be much more satisfied