Bill P Meeks Superior Home Maintenance

K[redacted], The details are here - https://theusatrailerstore.com/terms-and-conditions/. Warranty on this trailer is 3 years. T[redacted]

Mr. W[redacted] damaged the product during use because he failed to follow the instructions. We do not allow for the return of products that are used, misused or abused. On January 23, 2018 Mr. W[redacted] paid a deposit on a Tow Max Car Tow Dolly. He planned to pick up the dolly a couple weeks later....

The following day we emailed a complete set of instructions. Mr. W[redacted] arrived on 2-12 to pick up the dolly. This means that Mr. W[redacted] had almost 3 weeks to review and understand the operating manual emailed to him on 1-24-18. On the day of pickup he signed numerous documents indicating that the dolly was received in working order, that he understood the return policy, and that he received a printed copy of the manual. Several hours after picking up he called and stated he heard a “popping” sound that was concerning. We asked if he had backed up the dolly, which within the manual we advise against. The dolly has several pivot points, which means it is easy –and quick- to jackknife. We have a recorded telephone call where Mr. W[redacted] states at least 4 times that he backed up with the dolly while loaded with a vehicle. Further, he states that the “popping” sound started just after backing up with the dolly. It is clear that Mr. W[redacted] used and damaged the product because he failed to follow instructions. Our return policy clearly states that we only allow for the return of new products, and that they must be in their original condition.

He can remove the chassis and return this along with the tires/wheels and shocks. I have attached a photo showing a breakdown. Return to: [redacted] Inc.[redacted] Hwy[redacted], SC 29609 [redacted]

I hung up on Mr. [redacted] after he began to curse. Mr. [redacted]
needs to contact [redacted] and [redacted] about returning his purchase, as the item
was not sold to Mr. [redacted] by The USA Trailer Store or [redacted], Inc.

At first all I wanted was advice of how to fix the trailer from coming off the hitch since I was on the road and did not have a manual to refer to. I am upset with the accusations that I don't know what to do but I am the one that figured out what to do to fix the problem on the road. This is what I got for trying to figure this out nothing but the run around. So after fixing it myself and receiving a latch that was to long I had to grind and modify to fit and left a message but it was never returned nor an email answered. The stand was mentioned in the email but I am to the point I don't care if they fix it or not. They are not going to admit any fault so I will take care of it and will take my case to [redacted] and maybe some people will see the posts and heed our experience. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Dear Mr. [redacted],The offer is rejected because it is not reasonable for you to ask me to tear down the trailer. We don't want to be responsible for tearing apart a trailer and then trying to put it back together. This would involve taking the carpet out, rewiring the trailer and taking the box off the trailer. We believe that this all should be done under your warranty work.  This has dragged on for way too long. We want the whole trailer sent back and repaired or replaced. It is your obligation to do this.Regards,
[redacted]

Dear Mr. [redacted], On Monday June 5 Terri replied to your voice message that you left over the weekend. On June 5th Terri sent two email messages. On June 6 Terri exchanged 6 emails with you. On June 13 Terri sent an email, and on June 19 she sent another.  Trailer couplers must be...

checked before pulling your trailer. You can do this by pulling up on the coupler after the latch has been closed and secured. If the coupler can be lifted off the ball when the latched is closed, then the nut on the bottom of the coupler must be adjusted. This is covered in the owner’s manual. If the coupler became detached from the trailer during operation, then the coupler was either too loose on the ball, or the latch was not secured. We recommend securing the latch with a small lock, bolt or pin. I can only assume that the front hatch on the trailer operated correctly when you received the trailer. You did not report an issue when you received the trailer. Also, in this message you have not mentioned an issue when you initially received the trailer. If the front hatch of the trailer came open when traveling, then it wasn’t secure. Given the issue you described we could only conclude that part of the fiberglass under which the latch catches is now missing. It has been our experience that the fiberglass breaks off when someone closes the hatch with the handle in the closed position instead of in the open position. Proper operation of the hatch is described in the owner’s manual. We have provided you with a longer catch that is now required because of the broken fiberglass. Because we do not have the trailer in our possession we are unable to exactly determine the length required. This is the reason that you were required to grind down the end. I’ve reviewed your prior communications with Terri. I see that you initially mentioned a damage stand, but I don’t see a specific request for a new stand. I guess this was overlooked as subsequent communications appear to focus on the trailer decoupling and the lid catch. I will be happy to send you a new stand. Please confirm that you would like a new stand.  Regards,Troy

We ship several hundred packages per week. When we ship a product there is an expectation that the package will be opened shortly after receipt. It wouldn’t be a sustainable business model to ship damaged or used products, as we would be responsible for returning and shipping a new one.  Mr....

W[redacted] ordered a wheel chock on July 9, which we shipped the following day. On the 29th day from the date of shipping (1 day before the return period expired) Mr. W[redacted] called and requested a prepaid return shipping label. Johnny spoke with Mr. W[redacted] and explained that we do not provide prepaid return labels unless there is a problem with the product, and that he would be responsible for shipping the item if he wanted to return it. Mr. W[redacted] stated he would  “just keep it” if he had to pay to return it. Then a few days later the item showed up at our warehouse. The warehouse inspected the item and determined that it had been used. This was communicated to Mr. W[redacted], along with the fact that it was returned without a RA. He was informed that a refund would not be issued, and that we would return the item to him if he would provide a label. I have attached here a copy of the communication with Mr. W[redacted]. Here in the Revdex.com complaint he states that we wouldn’t provide authorization for a return, but you can see in the attached communication he acknowledges discussing that the cost of returning would be at his expense. His representation to the Revdex.com contradicts statements made in our email communications. If we wouldn’t allow for the return of the product, then why was the cost associated with returning the item being discussed between him and Johnny? Again, if Mr. W[redacted] will provide a prepaid label, then we will return the chock to him.

Mr. P[redacted], If you feel that the dolly is unsafe, and if you haven’t yet hauled a vehicle on it, then you may return the dolly for a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
After reading several complaints, I have found that this company does not care about their customers.  I have found nothing but unresolved complaints about this group.  This complaint will just add to the count.  I don't have the means to package this trailer back up for shipping. I also don't care to wait for several months for a truck to show up as another complainant describes. The group flat out lies. this is evidenced by the fact that this trailer is advertised to be 125Lbs empty when in fact it is 200Lbs, 85 per wheel and 30 on the tongue. Regardless of the companies claims of Quality, This unit was unusable when I received it because the lid would not even close and latch. How is that for quality. And yes, quality certainly is subjective, but what I received was not quality in anybody's eyes but the seller. Would you accept a new car with the headliner falling down? I would hope not. But carpet not glued or coming unglued seems to represent a quality product to this business. How about driving down the wet road in the rain with your new car, only to find the carpet gets soaking wet from the unsealed holes in the bottom where wires come through.  They tell you to get the trailer registered within 30 days, but tell you where the data plate is supposed to mount.I got stuck with a lemon, and I'm the bad guy? Never again will I buy in good faith sight unseen.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
To Respond, Yes, at the time of shipment of the trailer we noticed that the coupling was mounted at an angle not "Twisted as damaged", But at an angle as poorly aligned. Twisted was probably not the best word to use. At the time we accepted this but now with all that has happened we are just very disappointed in the quality of the trailer.But as far as the axles:This is a copy of the email sent to [redacted] of the business and to [redacted] of the Revdex.com on July 9, 2015, pictures were sent along with the original email on July 9.'We received in the mail today 2 spindles from your company. We were expecting one spindle and 2 bearings inner and outer.  Both of the spindles we received are the wrong size. They wouldn't go inside the bearing or lug nut.  See attached pictures. The surface of the spindle isn't a smooth surface. The surface is pitted and has welding spatter on it. They are also warped in several directions. They angle one way and then another and the threads are damaged. This is a safety issue also. We are talking about a serious accident if the wheel would fail or axle break.We have filed a complaint with the Revdex.com and will wait for a message from them before any more actions.We are completely disappointed in our experience with your companies and want a full refund at this writing." We cannot use the axles sent to fix the trailer. We used a caliber and our axle and bearings that we have are 14mm and we were sent 15mm. The ones sent were not acceptable in that they are bent in multiple directions and not a smooth surface for a bearing.As far as the time waiting to receive and the time to get new ones, we were not told any of this months ago it would take this long to receive. It finally took the threat of hiring a lawyer and filing a complaint with the Revdex.com for Mr. [redacted] to sent us the spindles that he did in three day.We also did not receive in writing but in verbal from [redacted] that the company would pay for the repairs, When we asked for this in writing from Mr. [redacted] we have received no response.I don't want to try and repair this trailer. I am pulling this with a motorcycle and I am not going to take a change that a non factory weld on the axle will work. Who is to say who is qualified to do this work and that we are not putting ourselves at risk.  I want to exchange this trailer for a new one or get a full refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
The cover was purchased from The USA Trailer Store to protect the paint. If an animal or rodent urinated on the trailer, he must have done if on all of the painted surfaces, as the paint is peeling everywhere. Besides, how would urine make the paint peel if the paint was properly applied. The top coat, and the primer both peeled from the unprepared fiberglass' It's called improper substrate sanding.  Cars, boats, motorcycles are all covered for the winter here in the harbor town of Kenosha. You never see paint peeling this way. I'll be more than happy to send the trailer back if you pay the freight and shipping preparation. I have shown photos of the paint peeling to several paint/body shops in the area, and no one has ever seen paint peel like that. I will not settle for any less than replacement, or compensation to have the trailer stripped and repainted locally.
Regards,
J** U[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J** U[redacted] In your email dated [redacted], September *, 2017 2:48 PM, you state "We have never seen anything like it", so would think it would behoove you to do everything to resolve this issue in case of future complaints/claims, and forgo dancing around the shipping issue. Your return policy states:RETURN POLICYFOR TRAILERS & PEDICABS14 Day Return Policy - We accept returns on new trailers & pedicabs only within 14 days from the date of purchase. Trailers & Pedicabs must be returned untitled, unused and in new sellable condition. You must contact us to obtain a return authorization number. Unauthorized returns will be refused. Customers are responsible for shipping both ways (Shipping is non-refundable). If the trailer and/or pedicab you purchased had free shipping, then the actual shipping cost will be deducted from your refund. All returned items are subject to inspection for damage before refunding. This issue occurred long after the 14 days as stated.So to surmise, it would cost me as much to have it stripped as to ship it. I could probably put the trailer on the bike and ride it out there. I'm sure you would not want people to see the "MADE BY THE USA TRAILER STORE" sign on all 4 sides. It is your reputation at stake, and doing the right thing will go far. I owned a 2006 Harley-Davidson bike and in 2008, 1 month out of warranty and over the mileage of the warranty. the motor blew up. It turned out the oil pump blew up and sent shards through the entire motor. H-D had never seen this either in that model year, and not only did they replace the motor free of charge, the dealership also wrote off the labor. I tell this story quite a lot, as I will tell your story good, or bad. To other bikers .I was hoping that the Revdex.com’s intervention would resolve this issue, without my pursuing other recourse.J**

After reviewing the attached documentation, I do not accept what USA Trailer is proposing.  The facts are that I had to contact them on several occasions in order for them to get back with me.  After speaking with them on several occasions I asked them what were they going to do and as I stated in my compliant they were not willing to help in any way when I was in South Carolina at the manufacturer.  After I finally got home, they agreed that they would send the parts, which we did receive, but we would have to fix it on OUR EXPENSE.    I FINALLY just found someone that would fix the trailer.  I just want them to take responsibility for their bad workrman ship, and hope that this doesn’t happen to anyone else. This could have been a real tragedy for me resulting in lives taken.   If people on the side of us would not have brought that to our attention that the trailer was coming apart, because I was thinking everything was OK with the trailer except for the stand that had came a loose earlier.  I did not have a clue that other things was coming apart on a dangerous freeway.  I am just thankful that it did not end up in a tragedy. Thank you, B[redacted] S[redacted]