TrailersPlus

Revdex.comKanis RoadLittle Rock, AR 72211Customer Information: [redacted] *Little Rock, AR 72204Daytime Phone: [redacted] Evening Phone: [redacted] E-mail: [redacted] To Whom it May Concern, Shown below is the timeline of events of the service work performed for Mr [redacted] done by TrailersPlus BryantMr [redacted] picked up his trailer from TrailersPlus Bryant after service work had been performed on June 17, A year later, Mr [redacted] picked up the same trailer from TrailersPlus Bryant after service work had been completed on June 24, The service performed was the same service last year by the same staffThere were no known issues with the service performedOn July 25, TrailersPlus was notified of a chargeback from Mr [redacted] for $in regards to the service work completed on June 24, Upon notification, TrailersPlus Bryant Store Manager immediately reached out to Mr [redacted] pertaining to the chargebackMr [redacted] stated that allegedly, the service performed on June 24, failed after miles of drivingThe customer then stated he allegedly had a wrecker take it to a friendThe friend, he stated, was a welder that worked on trailersThis friend informed him, that in his opinion, there were issues regarding the service work that was performedMr [redacted] never contacted TrailersPlus Bryant after the service was performed in order to address the concerns he was havingInstead, Mr [redacted] took it upon himself to allegedly take his trailer to a friend and waited days to file a chargeback with no prior communication after the service was completed on June 24, Had the customer taken his trailer back to TrailersPlus Bryant to allow us to address any concerns, TrailersPlus Bryant would have fixed any issues or concerns that may have occurredTrailersPlus Bryant has yet to see the trailer since the service was performedConsequently, this did not allow us to evaluate, stand by our work, and honor our day service warrantySubsequently, we have a chargeback in regards to an issue and concern that we were never given the opportunity to understand Sincerely, Jamey C [redacted] TrailersPlus District Manager

Complaint: [redacted] I am rejecting this response because: This is not trueAs I stated in my complaintAfter picking up the trailer after your second attempt to fix the wheel bearings and finding it not to be corrected, the manager Matt, was unclear as to what was happeningHe said he wanted to call a couple people and get their opinionThat was Wednesday, April 14th I believeI never heard back from him that week as promisedI took it to [redacted] that weekend to be fixed properly I didn't hear from Matt until the end of the following weekUNACCEPTABLEThe bearings had been fixed by then.Sincerely, [redacted] ***

We have contacted the DMV and the plates have been mailed

The customer refused to follow our warranty process When the customer contacted us with a complaint we asked him to return the trailer to us for inspection and repair He refused and instead chose to go to an unauthorized third party Unauthorized third party repair is not covered by our warranty

On January 14, [redacted] company authorized agent, [redacted] , went through a thorough, thirty minute inspection [redacted] process of the trailer their company purchasedThe authorized agent signed off on the [redacted] that there were not any problems or issues with the trailer and took possession of it and the commercial ownership paperwork required for your commercial company to register the vehicleAfter the company and its agent had already accepted and paid for the trailer, on January 15, they contacted TrailersPlus about not accepting the trailer and demanding a full refundTrailersPlus reasonably offered to address the concerns by offering three options including the most reasonable offer to handle the cosmetic concerns properly through our warranty departmentOnly a day after purchase, the trailer [redacted] purchased on invoice [redacted] , was abandoned at our premises located at [redacted] on January 15, after company agents refused to reasonably work with TrailersPlus regarding the various ways we offered to resolve your issues with the trailer.It was explained to [redacted] that he had TrailersPlus Phoenix modify the trailer with additional options per his request and our agreement With the modification made to the trailer, TrailersPlus is placed in a rather difficult situation as we have performed work on the trailer adding options per [redacted] request Taking the trailer back and refunding the transaction in full can not be an option as TrailersPlus in now invested into the labor along with parts purchased and installed on his dump trailer purchased.We hope [redacted] chooses to work with TrailersPlus in good faith to reasonably and amicably resolve any and all of their issuesUnfortunately under the contracts the company agent signed, we are unable to refund your money in full as there are no substantial defects in the workmanshipYour concerns are purely cosmetic and aesthetic and can be easily resolved under warrantyUnder the contracts and warranties offered, TrailersPlus is happy to address and fix any and all concerns you may have with the trailer through our warranty departmentOptions That Were Provided To Wasson Commercial Construction:Below is a breakdown to give the customer an option on returning and or working through a TrailersPlus warranty processOption A:Repair trailer through warranty process and addressing customer concerns in a reasonable processOptions B:25% Restocking Fee BreakdownTrailer Price: $6499Spare Tire: $310.50Total: $6,809.5025% Re-Stocking Fee: $1,Side Wall Extensions: $945.00Labor/Shop Fee: $339.50Total: $1,284.50MSO Replacement Fee: $150.00Total Cost To Return with 25% Re-Stocking Fee and Total Amount Of Labor and Parts Performed: $3136.88We would be willing to do the following in good faith:Take the 25% Re-Stocking Fee From $1,To: $1,000.00Take the MSO Replacement Fee From $To: $100.00Sidewall Extensions/Labor/Shop Fee (These are not negotiable fees as TrailersPlus is invested in these costs with labor performed along with parts installed on trailer): $1,284.50Total Reduced Re-Stocking Fee: $2,384.50Option C:Work with [redacted] helping them sell the unit by advertising the trailer to setup a private sale [redacted] ***

Complaint: [redacted] I am rejecting this response because: the trailer was not assembled properlyI do not wish to keep it and want to return itIt will not be fixed to my standardI expect to purchase a properly assembled trailer which I have not receviedAnd as far as the no returns goes, I was not made aware and was pushed through the paperwork that I could not return a defective itemSincerely, [redacted] ***

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

We can not and will not be liable for improper use or abuse by a customer I do not have anything else to offer since the customer has rejected our goodwill offer to perform the repair at a reduced cost

As per the previous response Mr [redacted] has decided to take this claim to small claims court It does not sound like we will be able to solve his concerns through this forum If Mr [redacted] had questions as to what he was signing or initialing on the day he purchased the trailer then he should have asked additional questions before initialing or signing those legal documents At TrailersPlus our goal is to ensure our customers are very well informed about their trailer purchase and that is why we have such an intensive pre-delivery inspection, that we go through with every customer It is unfortunate that this situation has occurred with his trailer

The damage was not caused by the saw but by the Gallon water tank installed by the customer The customer installed the tank himself and did not install it properly because he located it between floor crossmembersThis represents over pounds concentrated in a very small floor area This is outside of the specifications of the unit As a goodwill measure we offered to significantly discount the cost of repairs and reinforcements to properly handle the load an offer the customer refused, demanding that this after market reinforcement be done free of charge

We agreed to refund the customer's payment minus a $replacement MSO fee This was as a goodwill gesture despite not finding any issues with the trailer

We have previously responded to the customer in several other forums. After receiving the original complaint we fully investigated the issue and determined it was a customer error. Factors that led us to this conclusion.1. The customer participated and signed off on the pre-delivery... inspection initialing the line item that the proper ball size was installed.2. The invoice lists the proper ball size.3. The picture of the ball supplied by the customer does not correspond to an item number stocked by TrailersPlus.4. If an improper ball was used it would have disengaged within the first few hours of use not after driving 1200 miles.5. We rechecked inventory counts for the month in question at the store and there was n o variance in 1 7/8 balls confirming that the proper ball was sold and delivered to the customer.

The trailer was purchased on 9/13/on in October We repaired the coupler after the warranty period as a good will gesture in January after the six month warranty expired We have no evidence that there were any defect that caused damaged during the warranty period and even if
they did our warranty specifically excludes any payments for damages

On January 4th (** *** invoice ***), TP Murray completed a bearing
replacement on ***’s trailerThis bearing service came with a day service
warranty as it states on the original invoice “Service work performed by TrailersPlus employees is guaranteed
against defect in workmanship for a
period of days from purchase.Customer reported issues with his bearings on 4/17/17, over days
after the paid service was completed*** was requesting to be refunded for
towing and other expenses like a trailer rental and fuelInterstate Warranty
Department Manager Steve M*** spoke to *** and let him know the trailer
service was well past the days he had to report any issuesSteve explained
to *** that our warranty does not cover any towing expenses even on approved
warranty claims but we would be willing to work with him the best we could*** did not notice the hub damage until after the axle spindle was
damaged beyond repairBearing failure could be caused by a number of reasons,
poorly adjusted brakes heating up the hub, loss of dust cover allowing grease
to leak out and dirt/sand to enter the hubAs the signed and acknowledged “post repair inspection”
(attached)states, “Purchaser is
responsible for trailer safety and upkeep after purchase and liable for any
damage or problems that occur from neglect or failure to maintain the trailer.”Customer claims the trailer was sitting for over months before use and
this was the first road trip since the serviceUnfortunately Interstate
Warranty Department has to base our decisions on facts and the fact is the
trailer had over days to be on the road and anything could've happened in
that timeTrailersPlus & Interstate Group went outside
our warranty process in good faith to offer a complete replacement of ***’s
axles at 50% off parts and labor*** has denied this gesture.Alex M*** District Manager

The deposit agreement has an error, the actual invoice is correct The customer is attempting to turn an error in to a fraudulent purchase All invoices reflect the actual negotiated trailer price The customer does not have any system generated invoice that reflect the price
he desires The salesperson in question could not have agreed to the price the customer desires because the system limits discounts

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The trailer is not damaged in anyway shape or form in the area where the water tank is mountedThe water tank is mounted forward of the axles and the floor is not bowed thereThe trailer has a significant sag/bow in the floor in the rear portion behind the axlesThe trailers plus dealership in Marysville, WA is staffed by a bunch of young inexperienced personnel and evidently do not understand how frame rails and cross members work or distribute loads. The concrete saw that is carried in the trailer weighs approximately 800lbs and is wheeled up and down the ramp/rear door of the trailer and hasn't bowed or bent the door meaning that it obviously is not too heavy of a floor load for the trailerThe fact of the matter is that the material that the cross members are made of is a inferior product for what it is being used for and does not meet the weight distribution requirement of a 7x7000lbs GVW rated trailerThe reply by the manufacture is a clear example of trying to "pass the buck" or blame their defect and shed any liability or responsibility from having to fix a flawed product
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Customer found the plates in the PO Box

Revdex.com:
I have reviewed the response made by the
business in reference to *** ** *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The repair work was performed by a local repair shop and handled by the trailer retailer after the local repair shop determined the axle was defective. The repair shop was chosen by the trailer retailer. I would not have had any reason to know whether or not axle was returned. The damage occurred as a result of a manufacturer's defect in the axle All damage and reimbursements requested were originally made before the warranty expiredThe retailer would be liable for damages caused by a defective product regardless of the warranties. The damages and expenses we have incurred were due to the retailer's and the axle company's negligence. The retailer would be liable for all damages previously indicated, yet we are only asking reimbursement for the tires
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Complaint: ***
I am rejecting this response because: The DMV told me that rhe dealer Glas to contact them....they will not provide me with any information....they said it's the dealers resposibility.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
Revdex.com closed case then reopenedCase should be closed because business refused to respond in timely manner
I have not received check
Trailers plus promised me $dollarsAs of today I have not received checkThey have refused to send check
Trailersplus and Carry on trailers are unethical businesses
They promised me $and have refused to pay
Sincerely,*** ***