Factory Direct Trailer

Thank you for bringing to my attention the complaint filed with your office by one of our customersI have investigated the incident and have determined that we could have done a better job at making this customer's expectations a bit better understoodIt is true that the customer's trailer was
still under warranty when he towed it onto our lot with no working lightsUnfortunately, we did not have the resources at that particular moment to fix the lights or determine if the trailer lights were the issue and not something elseWe did move other appointments though to arrange an appointment for this customer at 8AM the very next morningWhen the customer did not show up at 8AM the next morning our technicians began other work that had been moved to accommodate this customerThe customer eventually arrived sometime after 9AM but we pulled a technician from a job so that he could accommodate himOur technician determined that the problem was not with the trailer bur rather with the customer's truckHe determined that there was a defective 4way plugOur technician informed the customer that he could fix it but that it was not part of the warranty, since it was not part of the trailer, and that there would be a charge for the part as well as for the service time needed to install the partWe also have a sign in our shop that clearly shows a labor rate at $75/hour with a one hour minimum, as is the norm in this and similar businessesThe customer was given a receipt after the service was performed and he immediately demanded a refundIn fact, we did not even charge him the one hour minimumWe charged him for the time we actually spent plus the price of the partEven so, we refunded his money and took back our partWe are a small company in a small town and we genuinely try and instill positive relationships with our community, not just because its's good for business but because it's who we areWe apologize for the misunderstanding that led to the dissatisfaction of this customerWe have had no other complaints like this and we truly hope that cooler minds will prevail and that we can mend the relationship with this customerSincerely, Raymond Brooks Owner