NJ Pet Sitters, L.L.P.

Initial Business Response /* (1000, 5, 2016/12/07) */
The trailer in question came back to Pace American with a concern as to the handling on the highway. The customer stated that the trailer swayed an excessive amount and that he was concerned that it could cause an accident. Because of his...

concerns, Pace American sent a representative to pick the trailer up from the customer to bring it back to the plant for inspection. From the beginning of the process, the customer wanted his money back without giving Pace American the opportunity to resolve the issue.
The process of analyzing the trailer, which was a special build, has taken some time. Pace American has hired a third party engineering firm to analyze the construction of the trailer to determine if the trailer was built to industry standards. Their conclusion was that the trailer was built correctly. In the process of inspecting this trailer, Pace American has changed the axles, and upgraded the tires that were ordered with the trailer.
After test driving this trailer at 60 mph, which is the maximum recommended towing speed for any trailer, it has been determined that the trailer tows correctly. Pace American has purchased a load leveling sway control kit, at no charge to the customer, to be used if speeds exceed 60 mph.
Pace American is committed to build trailers that are safe which is why we have gone through such an extensive inspection process on this trailer. At this point, Pace American believes the trailer to be safe and ready for consumer use.
Initial Consumer Rebuttal /* (3000, 8, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several untrue statements on Look Trailers response. First of all, I never wanted my money back until a few weeks ago. I gave them ample time to resolve their problem properly. It became obvious that they were not going to fix it. I'm not going to put my life or anyone else's in danger by putting this trailer on the road.
The second claim they added a load leveling sway control device on it, this is only half correct. They only put a simple sway control arm on the trailer, this has no effect on the load carrying. This does not fix any core problem, only covers it up until the trailer is loaded with a load.
Also, the third-party engineering firm did not pull the trailer only looked at drawings of the axle placement and will tell them what they want to hear to receive more business from them in the future.
For over 30 years, I've pulled and owned numerous trailers for business and hobbies. I've never had a trailer that pulled as scary as this one. This trailer is a liability hazard and will get someone killed. As a manufacturer, I cannot believe that they would want to push a product that is dangerous off on a customer, but instead would want to re-look the problem and resolve it for safer products in the future.
Final Business Response /* (4000, 10, 2016/12/20) */
With all due respect, Pace American would like to refer to our original response to the customer regarding this issue. We have given this issue the attention that was necessary to ensure the trailer is safe to operate; further discussion would be for the sake of argument and counterproductive.

Initial Business Response /* (1000, 5, 2017/06/09) */
Customer bought the trailer in May of 2016, however the first contact with the manufacturer was on April 4th, 2017, claiming that his trailer has leaked since he bought it. Since the dealer that sold the trailer is no longer one of our dealers,...

we will not authorize warranty work to be done in their facility. The next closest dealer was willing to perform the warranty work. According to our limited liability statement, in the event a warranty situation arises, the retail customer is responsible for all transportation to and from an authorized repair facility. Once an appointment is set up with an authorized dealer, based on their service schedule, a warranty claim is completed and submitted to the manufacturer. No appointment was set up prior to the customer delivering his trailer to our dealer. Most of our dealers have a service log that is currently a week to three weeks before they can schedule new work. It is industry standard to replace damaged wood products and to paint stained wood products. The roof was repaired, tested and was leak free. The damaged trim was replaced; the dealer did wait for trim to come from the manufacturing facility. The ceiling panels are stained to the point that sanding the surface would not remove the stain. At this point, painting the ceiling would be the solution. The customer took his trailer before this could be done. The customer demands that the roof and ceiling be replaced due to the staining. This is a cosmetic, not a structural, problem and the solution is to paint the entire ceiling, even though the affected area is a small section of the ceiling. The customer has refused to take his trailer to a dealer to perform this service and the allowance for the painting has been offered to the customer. The allowance is the same amount as would be paid to one of our dealers to perform the same service. The customer has supplied his address for a check to be sent for the work. Because of this and an email stating "It would be worth doing it myself so that I never have to deal with pace trailers again." we consider this matter closed.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You defiantly have the story backwards yes I did have a appointment with them a week before I took it down there. Yes they told me they were waiting on parts from the manufacturer every week. And yes they told me it was done and ready for pick up. I have it in writing on my original bill of sale that the trailer had a roof leak signed and dated by the dealer. I also have time and date stamped pictures of everytime the trailer has been in, if you want to get nasty about it. I was claiming only the truth. [redacted] is correct that I accepted a check to do it myself [redacted] This according to them is fair for san ding and painting the ceiling. When I requested only one additional hour to remove the trim and romove all the rust on the side rails and roof bows they ignored me.they are correct I do refuse to take it another 460 miles to their dealer, because last time I did they didn't address the issues they needed to,huge waste of my time and money. Their dealers are obviously not qualified.I have been lied to constantly by bolth parties. It makes me very upset that a company would put this back on one of there customers like I am in the wrong. In there last reponse they have altered what was communicated and the chain of events. This matter may be closed I will let it go. But I ask for nothing more then my concerns and issues remain online for people to read when researching this company. I would like to add that bolth of the dealers I dealt with have the same complaint towards pace and there unwillingness to stand behind and warranty there product. In conclusion I hope someone took a few minutes of there day to read this. I will never deal with pace / look trailers again.