ComplaintsforOTR Leasing, LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  OTR had me put $2000 to hold a truck , did not mention it was nonrefundable.only thing said was it be put towards down payment. Had I known I would have not considered doing that on a truck I hadn't even opened door on first off. I learned this when I got the contract which at the time I was gonna buy the truck. When I requested certain documents I needed to lease truck to Landstar OTR denied until I took seating in the truck but I couldn't get truck leased until then . They couldn't provide a title or a validation from dmv for proof just told me they have title in about a wk . So they don't technically own the truck , so them not providing me with proper paperwork for Landstar to lease it nor advising me of nonrefundable on the 2000 I am entitled to a refund I backed out of deal because of this and after seeing other complaints glad I did because it is a common thing for OTR not getting or even having titles others have took was even months and being taken to court over this I want my money back that u stole from me this is not right nor fair . Otr makes money either way that's why they don't care bout the consumer and they are no transparency at all upfront . You learn everything when you get contract at this time it's to late your already invested they trap you like this and make you feel obligated , this is very unfair and bad buisness practice . Hope someone sees this that can investigate and hold OTR accountable for this scam...

  

  Business response

  06/13/2024

  Thank you for reaching out and providing feedback about your recent experience with us. We're sorry to hear that your visit did not meet your expectations. On May 31st, you visited our lot and initially had reservations about moving forward with the escrow process. We worked closely with you to address and overcome these concerns. Following this, you took the truck for a third-party inspection and requested additional documentation. The documentation requested was irregular in our experience with Landstar. After further discussions, you decided not to proceed with the purchase. We strive to make the buying process as smooth and straightforward as possible and regret that this was not your experience. We appreciate your feedback and will use it to improve our services. If you have any further concerns or questions, please do not hesitate to contact us directly. We are here to help and would be happy to assist you further.

  

  Business response

  06/14/2024

  Unfortunately our process doesn’t allow for the documents you requested prior to origination.  The reason we asked to speak directly with your contact at Landstar is because we have leased many units that run for them and wanted overcome the challenges you faced.  Instead of providing contact, you chose an alternative path.  As seen in the endorsed document attached, your choice to not take delivery forfeits your deposit. 

  Customer response

  06/17/2024

  I will be submitting all emails between me and third party leasing for landstar and emails between me and OTR . BBB can then decide who is lying . I made effort to buy the truck even after they stole my $2000 without any thing being said nonrefundable,  there was no discussion about anything I was denied documents that I needed to purchase truck plain and simple you will see in the emails I will be seeing someone to help me put these emails on here tomorrow for I am not that tech savy.....

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After being charged unscrupulous amounts of money for "late fees" and an additional $5000+ payoff for my truck...without whining, THEY REFUSE TO SEND ME THE TITLE AND PINK SLIP. IT HAS BEEN OVER 30 DAYS SINCE THE TRUCK WAS PAID OFF. AND NOTHING - HAS CHANGED. Several calls after waiting on hold for 90 to 120 minutes, I get the run around. Then, they hang up without resolution. I have tried and failed to communicate. They drafted my bank more than 20 times for amounts that were 1000's in excess of the authorization, causing my bank to suspect fraud and freeze my account - causing other payments to BOUNCE...and they seem to think it's a joke. All I want is my paperwork. I offered to pay overnight, and was told that "the girl in that dept ain't be here, she be out." When I asked when she will be in, "that's they personal business. Why you aksin when she be back, I ain' gon' tell you dat." No. I wanted to know when she would be AT WORK....YOU KNOW ?? LIKE ABKE TO SPEAK TO CUSTOMERS. To which I was hung up on...I STILL HAVE NO RESOLUTION.

  

  Business response

  05/17/2024

  Hello *******,

  After speaking with our Customer Service team, and this is what was discussed: Customer service will provide tracking information for the title as soon as possible. Unfortunately, this was delayed due to the missing signature on the bill of sale that was received 5/9. If there's anything further that you need, please call ###-###-#### or email *******************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** ****** **** ***** *** ******** ** ***** On March 5th 2024 I paid $4675 for the down payment on a 2018 International LT vin ending in 245842.On March 11th 2024 the vehicle title was ***** overnighted to the local Cobb County Ga Tag Office on Canton Rd. I went to the tag office the same day to pay my $18 to register the vehicle so that I can then register the vehicle into the IRP program which is the only way I am allowed to operate a commercial vehicle in the state of GA by law (Registering in IRP) . I was told by the tag office that because OTR sent a cover letter stating that they will not be enrolling in the IRP program I must pay Ad Valorem taxes amounting to $1897. I was told that because I have to register in IRP I am exempt from paying ad valorem taxes but because OTR did not distinguish that the lesee will be enrolling in IRP and that because the lesseee will enroll in IRP they need to send a letter and or fax stating that which will allow me to use form T-146 which exempts me from ad valirem tax. I have been corresponding with ******* ********* at OTR Leasing regarding this issue. She told me that the lessee is responsible for ad valorem taxes if I am going through IRP yet I was told the opposite by the GA DOR and Cobb County tag office and GA Commisioners office as well as online in the Ga ********** ******** ******* Again all I need is for OTR to send a letter to the tag office letting them know the leseee will enroll in IRP and to accept Form T-146 or via my leasing agreement section 4 it clearly states that OTR can pay any fees or taxes associated with this vehicle upfront and then roll it into my monthly payments: section 4 of the Lease agreement says. If any of the items in this Section 4 are paid by Lessor on Lessee’s behalf, Lessee agrees to reimburse Lessor for such amounts by increasing the Total Initial Amount Due (as set forth in the Schedule) by the amount of such reimbursements (if paid on or before the Delivery Date) or by direct reimbursement to Lessor within ten (10) days. Etc

  

  Business response

  03/15/2024

  Good afternoon, *** *****. I sent your information down to our Customer Service Manager and he has informed me that he will be calling you personally. If you need anything moving forward, please reach out to him or email *******************************

  Customer response

  03/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I was told that the Customer Service Manager  has been informed and that he will be calling me personally but I have not received a call as of today,

  Thank You
  
  ******** *****

  

  Business response

  03/18/2024

  We apologize for that. I just spoke with him and he said he will be reaching out if he hasn't already. Please let us know if he hasn't. Thank you!

• Initial Complaint

  11/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On or about November 22, 2022 I flew to St. Louis, Missouri with my girlfriend to pick up a 2017 Kenworth that I had put a $2185 non refundable down payment on prior to arriving, paid another approximately $2000 for the insurance policy and approximately another $800 for travel expensive and other expenses to get my business started. Upon arrival the truck was a total disappointment, the wheels were mismatched, the tires were bald, the inside was very soiled and reeked of cigarette smell. It was in very bad condition so we declined the truck and were going to leave without a truck and looking back now that would have been the smarter decision . We were talked into taking a 2019 International LT that we were told was a good solid truck and was ready to go. The salesman even told us that if we took this truck the first payment would not be due for 6 weeks and that always made me think why would he be offering me this. We then put down an additional $3500 for the down payment.  We paid approximately $1400 in fuel to get back. We drove this truck back to Vegas and on the way home the transmission started shifting hard and making a thunking noise and I also could hear a metal on metal grinding when taking off from a stop, the truck was also trying to do a regen with a very high idle but was unable to do a successful regen and there was also a coolant leak with coolant spraying the inside of the engine.  This truck was obviously not lease ready, had not been gone through and had not been checked by a mechanic. OTR leasing has the full mechanical history of the truck which they do not share with the customer. They can also at all times see what is going on with the truck and engine (if there are any fault codes or problems) when the customer has it. I also paid to register the truck and with tax the registration it was approximately another $7,000. I have spent approximately $16,885 at this point.  The first week I started working I had to take the truck in for the leaking coolant and found out the radiator had to be replaced and it wasn't covered under the warranty and I had to pay for this out of my pocket. This ended up costing me almost $4000. I got back to work and the tensioner and belts needed to be replaced and guess what that wasn't covered either and that ended up costing me about $800. Among the next couple of months there were problems every week having to do with the after treatment,  temperature sensors, carrier bearing which was over a $1000, brake chambers. I had to take the truck in to try and force a regen because it wouldn't do acregen and it was causing fault codes. I ultimately bought a device to force regens on the truck and it still wouldn't do them all them time. The truck was just a money pit and I was losing a ton money. In early April we fully serviced everything,  oil and fuel filters, transmission service and replaced rear end differential fluid (both of them) this alone was almost an additional $3000. Upon completion of all the services to the truck I got a call from an OTR sales persons saying the truck had 9 fault codes and to not drive it. When I mentioned the regen issue he indicated he could see it hadn't done a regen and he would look into it and get back to me. I never heard back from him.  I took it to the ******* ********** to see what these fault codes were about and they said that upon completing the diagnosis this truck had a bad turbo and this is why it was not doing a regen and it was bad prior to me buying it and they leased it to me anyway. I am now into this truck almost $30,000. Cummins said the warranty would only cover $3,000 and the turbo would cost $12,000 to replace.  I had to walk away because I could not afford and had no more money to put into this truck. I lost $30,000 real money and I feel OTR should have never sold me this truck. They should have done a quality inspection on this truck and checked to make sure it was in good working condition prior to selling it. They also could see it could not do a regen on their side prior to selling me this truck and semi trucks need to do regens. I have lost a car that I had to take a title loan on trying to pay my bills and feed my family, I am in debt to my girlfriend and have not been able to pay her because this truck has put me so far behind in my bills that I am trying to catch up, my credit score is now screwed up when it wasn't before I bought this truck.  I need OTR to make this right since they knowingly sold me a bad truck and are still knowingly selling bad trucks to this day to unsuspecting victims just like they did to me. The money listed above doesn't include the weekly payments I was making for the truck. 

  

  Business response

  11/25/2023

  Hello, *** ******* we received your complaint and appreciate the time you took to express your concerns regarding your experience with one of our trucks. We understand your frustration and regret that the vehicle did not meet your expectations. At OTR Leasing, we strive to provide quality vehicles to our clients. As per our standard practice, all trucks are leased "as-is." However, we ensure each vehicle passes a Department of Transportation (DOT) inspection before we make it available for lease. This process is crucial in upholding safety and compliance standards. We also encourage and provide every applicant, including yourself as noted, the opportunity to conduct a test drive and arrange for an independent inspection. This step is aimed at ensuring our clients make informed decisions and are satisfied with their choice before finalizing their lease. Regarding the specific issues you encountered with the 2019 International LT, we understand the inconvenience and financial strain it has caused. We apologize for any oversight that may have occurred in this instance. We take your feedback seriously and will review the inspection and preparation processes of our leased trucks to ensure they meet both our standards and the expectations of our clients. However, it's important to note that regular maintenance and unexpected repairs are part of the responsibilities assumed when leasing a commercial vehicle. We would like to discuss this matter further with you to find a possible resolution. Please contact our customer service team at ************ or ****************************** at your earliest convenience.

  

  Business response

  12/04/2023

  Hello, *** ******. I just spoke to our Customer Service Manager and he said he spoke with you on the phone. Please be advised, if you have any further questions, comments, or concerns, please contact him directly.

  Customer response

  12/14/2023

  WE REJECT THIS ANSWER. 

   

   I was contacted by an ignorant and arrogant customer service representative who admitted that they never responded to my many calls or messages about the truck. He admitted that the truck had problems before they sold it to me. He had no solutions or offered nothing to resolve this issue.   The company knew they sold me a broken truck that had issues and they don’t even care that they financially destroyed me or sold the broken truck to me. They set me up for failure.  They didn’t call for a solution they called for confirmation. That is most likely why  they never previously responded to my calls because they knew they had sold a truck with issues and that was broken.  They need to do the right thing they need to set me up for success. It seems they have better trucks in their inventory now. They need to make it right.  I was doomed before I started with them and they knew it. This response and phone call by them is unacceptable and a disgrace. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Leased a vehicle from them with no warranty. However i started having problems within a week of having the vehicle. The first issue they took care of financially with no issues. However the vehicle had a second issue. Now they refuse to pay in full for the work to be done on the vehicle. Also was told that if i cant come up with the money they will hold my truck until i pay for the repairs.

  

  Business response

  09/29/2023

  First and foremost, I would like to extend our sincerest apologies for the inconvenience you have experienced with the vehicle you leased from us. Your satisfaction is of paramount importance, and I regret to hear that your experience was anything less than satisfactory. Upon receiving your complaint, we immediately initiated an internal investigation to better understand the circumstances surrounding your vehicle’s issues. Please rest assured that we are diligently working to resolve this matter in a manner that is fair and satisfactory for all parties involved. A member of our customer service team will be reaching out to you directly to discuss potential solutions and address any further concerns you may have. It's our utmost priority to ensure that our customers feel supported and are given the service they deserve. Thank you for bringing this matter to our attention. We value your feedback as it helps us improve and provide a better service. We look forward to resolving this situation and rebuilding the trust you once had in our company.

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  As i stated in my intial message it was bought as is.. But however the truck has dot issues with lights and the apu currently doesnt run. These problems i have told too not only my sales person but also mike at the griffin location. These issues were not fixed and all responsibility have fell on me to take care of. i woulld like repayment of these items. Then this will be resolved. If you guys cant do that by all means i understand however i will be moving on with the complaint through the BBB. Also i will be contacting USA Truck now known as **** ******** and letting them know how you guys do business.
  Sincerely,
  ******** ********

  

  Business response

  10/12/2023

  Hello *** ********,

  Based on the conversations you've already had with our staff, we have participated for resolution as much as our policy and lease contract outline. For further conversations, please call customer service directly at ************.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Will not send me or my insurance company a voluntary report letter stating that the vehicle was returned.

  

  Business response

  07/13/2023

  Update: Our Customer Service Manager sent an insurance release letter this morning to Mr. ********

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lease to own a truck with OTR back in 2020. Payments in the amount of $453.82 where made weekly on the truck. On or about June 14th or 15th of 2023 the truck was sold and the remaining balance paid to OTR in the amount of $21,791. The 6/16 a payment of $453.82 was deducted by OTR, and again on 6/23 another payment of $453.82 was deducted by OTR. We have since not received a refund or check as promised within the 3 week timeframe. When attempting to contact we are rudely hung up on as they can not or will not provide us with an update or any other information indicating a check or refund was issued. We have been refused to speak with a manager or supervisor when called and the associates just hang up because they "can."

  

  Business response

  07/10/2023

  Thank you for bringing this situation to our attention, Mr. ****. We sincerely apologize for the experience you've had, and we are committed to resolving this issue as promptly as possible. We understand that the unexpected deductions after the sale of your truck and the lack of communication concerning your refund have been a source of concern. Such experiences do not reflect the standard of service we strive to uphold at OTR Leasing. We are taking immediate steps to investigate the root cause of this issue and assure you that any errors on our end will be corrected. The behavior you described in your interactions with our team is also troubling and entirely uncharacteristic of our customer service ethos. Everyone at OTR Leasing should uphold a high standard of respect and professionalism when interacting with our valued customers. We will be looking into this matter internally to ensure that such incidents do not reoccur. One of our senior customer service representatives will contact you directly and will update you on the status of your refund and will also address any other concerns or questions you might have. Again, we apologize for any inconvenience caused and appreciate your patience as we work diligently to rectify this situation.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having issues with this company for over a year. Since I stopped auto draft and began making manual payments dealing with this company has been a nightmare. I made payments through their online site for 2-3 months (on Fridays like my due date), then they randomly contact me saying I am past due and have late fees. When drilling down to the root cause, they do NOT acknowledge payments through their payment center. The rep told me in order for the payment to be credited on time I would have to pay 2 days before. Nowhere on the site does it say it is a 3rd party payment system or advise to make payments multiple days before the due date or late fees will apply. This is a deceptive and borderline unethical business practice. Even when I had payments on auto draft, there were still accounting errors and issues with them trying to get additional funds out of me through similar unethical actions. However, they did get this corrected. Due to ongoing issues such as this, I decided to refinance my truck to a more reputable and ethical company. I have been approved and need the title to complete the transaction. I requested the title 06/01/2023, it is now 07/05/2023 and this company is still not cooperating with providing me (or my finance company) a copy of the title to get this truck paid in full with OTR and refinanced. They continuously send the title application receipt but that is not an acceptable document to complete the transaction.

  

  Business response

  07/05/2023

  Thank you for taking the time to share your feedback and concerns with us. We sincerely regret the frustration you've experienced and apologize for any inconvenience caused. We take allegations of unethical business practices very seriously, and we want to assure you that we will look into this matter with the utmost urgency. To address the points you raised, we understand that there were difficulties with the payment system. As a company that values transparency, we are eager to clarify this issue and work on any necessary changes to make sure our payment system is as user-friendly and transparent as possible. It's clear that the communication regarding the timeline for payments did not meet your expectations, and for that, we apologize. As for your issues related to the truck's title, we apologize for any delay. The process of releasing titles can sometimes be complicated and time-consuming due to various regulatory and procedural requirements. We acknowledge that communication surrounding this process has been insufficient and we are committed to rectifying this issue. Rest assured, we have already escalated your concerns to our customer service management team. Someone will be reaching out to you within the next 24 hours to better understand your concerns, resolve the current issues you are experiencing, and ensure that your needs are met moving forward. Our goal is to provide all of our customers with a positive experience, and we genuinely appreciate your patience as we work through these issues. We look forward to the opportunity to regain your trust and demonstrate our commitment to integrity and customer satisfaction.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a truck from you all on Dec of last year, the same day I drove the truck off the lot it was major issues . I was told by **** *** ******* they would fix the issues no Matter the cost and yet I came out of pocket $9000 within the last 4 months . ****** being able to run the truck ! So now I got a job with a great sign on bonus and now they want to come get the trucks and my personal belongings are in the truck !! It’s very bogus and needs to be addressed

  

  Business response

  05/19/2023

  Good afternoon, Mr. ***. At OTR Leasing, we strive to maintain a high level of service and are dedicated to rectifying any situations that do not align with our commitment to our customers. With this, we would like to address the points raised in your complaint. As per our records, you leased the truck in December 2022 and since then, several repair issues were indeed documented. We regret any inconveniences these mechanical issues may have caused you. We would like to clarify that the assertion about our commitment to fix issues "no matter the cost" was perhaps a misunderstanding, as repairs are your responsibility under our lease agreement. Our maintenance escrow and warranty programs are setup for those reasons. Regarding the lease payments, our records indicate that no payments have been made since the lease inception, leading to a 10-week overdue situation. The lack of payments unfortunately led to the repossession of the truck. This is standard procedure, intended to protect our assets when lease agreements are not met. We understand the distress caused due to the repossession process involving your personal belongings, including keys and ID. It is never our intention to inconvenience our clients, and we apologize for the unfortunate circumstance. We want to assure you that any personal belongings in the truck at the time of repossession will be secured and can be retrieved. If you have any questions moving forward, please reach out to our customer service team at *************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Peterbilt 579 from OTR Leasing in December of 2022. I was set up with a mandatory $300 a week maintenance escrow account. I need to access MY money for a major repair on my semi. I now have $4800 in my escrow and have no access to it. I’ve called Fox Point and all calls go to voicemail. OTR Leasing only refers me to Fox Point, which are the same people who run both companies. I feel that OTR/Fox Point have violated our lease agreement by not allowing me access to MY escrow. If I can’t reach them in a few days, I am doing a stop payment on the $300 weekly escrow draft. Why should I continue paying & I can’t access my money so I may as well keep it. Just unprofessional & ridiculous!!

  

  Business response

  05/18/2023

  Good afternoon, Mr. ****** We are truly sorry to hear about the issues you have been facing with accessing your escrow account and for the inconvenience this has caused you. We completely understand your frustration and want to assure you that this matter is being taken seriously. As a valued member of OTR Leasing, it's crucial for us to address your concerns promptly and ensure your satisfaction. We agree with you that, as stipulated in the agreement, you should have access to the maintenance escrow account for necessary repairs on your Peterbilt 579. If they haven't already, someone from our customer service team will be reaching out to you to discuss this issue and work towards a quick resolution. As such, I'll be giving you a call at the earliest possible time to go over your concerns, provide clarity on the issue, and discuss the best way forward. We do apologize for the current situation and understand the urgency of needing the escrow funds for your major repair. We will be sure to rectify this problem and provide you with a definitive solution. Thank you for your patience and understanding while we work on resolving this. Your feedback is invaluable to us and we aim to ensure this situation does not recur.

*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. ↩