Tom's Trailers, Inc.

Review: On Wed August 27 2014 I dropped off my trailer requesting replacement of all 4 electric brakes on my trailer, installment of 4 hydraulic brakes. That job required also modification of the hitch, installment of 4 rotors, hydraulic brakes lines, installment of brakes actuator suitable for hydraulic rotors brakes. I mentioned, that this project requires special hydraulic actuator for rotor's brakes. That project was supposed completed on August 28, 2014. According to the invoice: 4.5 hr labor.I contacted Tom's Trailer on Sept 3'2014 and trailer was not ready. Finally, trailer was ready to pick-up on evening of Sept 10, 2014. After paying $1556.64 cash in the office, we went to the back yard to pick-up my trailer. Then I noticed, that right rear wheel was just finger tight. [redacted] Traiuler emploee secured the wheel and then I pulled the trailer out of they yard before closing bussines for that day. On the road I noticed that the brakes arte not working at all exposing me and others to dangerous situation. Next morning I called Tom's Trailer, and I talk to [redacted] he agreed that there must be a different, special brakes actuator and Tom's Trailer will order that actuator.It should be in next Monday Sep 15, 2014. I called on Sep 15,2014 to see if they got that Actuator, [redacted] responded that that part will be in afternoon. After checking in afternoon, [redacted] said that for sure will be that part at the Tom's Trailer ...next day. Then againe, [redacted] said that that part will be for sure on Mon Sep 22,2014. Today when I called to see if that part is in theire shop, [redacted] said that that Actuatore will be in next 2 weeks.That is over. I want to be reimbursed of $1556.64 I paid to the Tom's Trailer, bacause they did not repaired brakes on my trailer, I do not trust any more to that facility and I want to go to some more onest facility, because I can not drive my trailer completly out of brakes. I can not expose myself and other to hazardus risk on the road. I need to use my trailer in safe manner.Desired Settlement: I wish to be refunded of $ 1556.64 paid to Tom's Trailer so I can go to some other shop and have all project re-done that I will trust and feel safe on the road.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

On Thu, 23 Oct at 9:30 pm , [redacted]Dear Sir/MadamI wish to inform you, that yor intervence has made a positive effect, The brakes was repaired by the Tom’s Trailer, against I filled my complaine. After talking to the Owner of the bussiness, and assicurance that they will complite the project as soon as they will receive the righy parts from theire Supplier – the brakes are done in my sattisfaction.

Called and asked. "Can I please speak to someone in parts and service" the woman on the phone immediately proceeded to claim oh you don't want to speak to a woman and further insolent me claiming I'm sexist. Sorry Tom sounds like you need to fire that [redacted]. So I took my business to Northern Tool. Sure I'll gladly pay a little more so I don't have to put up with that [redacted]. Seriously people avoid this place like the plague.

Review: At time of looking around at trailers in the place where kept, me and my wife heather talked right to tom, he helped us and negotiated price, at that time he claimed if we change our mind and don't want the trailer for any reason, just call, bring it back and he will buy it back, no hassle. we were going to move to vegas and it didn't happen, it has not even been 30 days since purchase. it was bought from there business and towed it to the back of my house, and here it sits, I just phoned him, and all he wants to do is give up between 3 to 4 hundred back. he said he has to make money.Desired Settlement: I bought the trailer, a master lock, and a tow hitch-ball. ,I wanna keep the tow ball and the lock. all I wanted to do is return the trailer for what I paid for the 1 specific item and he tells me different on phone. I almost feel like a sucker. Now me and my wife have never bought a trailer before and we told him that. also were not young kids , we are both middle aged people. so we both , me and my wife, feel like he took advantage of the situation at hand that day, also, we spoke to him in person of what we were doing with it, possibly moving to vegas. well he claimed he was going on vacation there the next month. and I told him on phone bought our trip, and he doesn't remember us, the trailer nor any conversation. We are devastated.

Business

Response:

Toms trailer has done nothing wrong, we sold a good trailer at a fair price. It's what we do, when a customer is through with a trailer, we often try to buy it back and sell it again.

Do you think if you buy a new corvette, and return one month later you will still get the same price? I think not, this is not a free service we charge for what we do.

Terrible customer service. Said that my trailer was not worth his time to work on without even looking at it.

I too had a very unpleasant experience with the lady who answered the phone. I asked what type of grease they use on trailer bearings, as I was trying to match the type (the person I bought the boat and trailer from used Tom's trailers).
She said in a very crabby voice "Amsoil". After looking on the Amsoil website, I saw that Amsoil is a brand, not a type, and they make over a dozen greases. I called back and asked what type of Amsoil, and all she did was yell at me at told me "I write the checks here, it's red Amsoil". Red Amsoil also does not tell me what product it is.
[redacted]. I will never go there.