TrailersPlus

To Whom it May Concern:Customer *** *** purchased a ***-SILVER FROST trailer, VIN*** *** from TrailersPius Lakeside on 5/13/After the sale, the registrationpaperwork was submitted to the DMV in accordance with our process for registering new trailerspurchased from
our locations in California
In July, the customer contacted us to let us know he had never received his platesWe assumedhis paperwork had been lost at the DMV and so we sent the customer replacement paperworkfor his signature so we could re-submit to the DMVAlong with this replacement paperwork thecustomer was provided with another 90-day temporary tag so he could legally continue to usehis trailer
The customer contacted us again in September stating his plates had still not been received.We contacted the DMV at this point and were told that this trailer had in fact been registered inearly JuneIn Californiaonce a trailer is registered the DMV will only provide information to theregistered owner of the trailerThey would not, therefore, give us any further informationWereviewed the original registration paperwork that was submitted and after discussing with thecustomer it was determined that the address on the original paperwork was incorrect, thereforewhen the plates were mailed to him he did not receive themThis was the address the customerprovided us and the customer signed the paperwork verifying the information was correctI haveattached the original registration paperwork for referenceWe informed the customer of this andthat he would simply need to walk into the DMV to pick up his plates
The customer then called the DMV and was told that the plates had been picked up in person byone of our representatives when it was registered in JuneWhenever we pick plates up inperson we immediately mail them to the address the customer has signed off on on theregistration paperworkSince this address was incorrect, the plates were not received by thecustomerWe did offer to reimburse the customer for any fees he was charged by picking upduplicate plates, we have not yet received any information from the customer on whether or nothe was chargedThis is being offered as a goodwill gesture to the customer as the customer didsign the registration paperwork verifying the address that was listed and did not inform us thatthis was incorrect prior to being submitted
Dave C***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We are discussing a possible trailer exchange and upgrade with the customer

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
The trailer tongue was fixed within the short warranty period of monthsNot in Jan as trailersplus statedSalesman states the warranty period is years while purchasing the trailerDon't care what the fine print says, I take a man for their word
Sincerely,*** ***

We have provided our response and can not offer anything else

Complaint: ***I am rejecting this response because:
Revdex.com closed this case because business refused to respond in the required timeframe
I have Revdex.com email that states case was closed
why Revdex.com reopened case is unethical
Trailersplus in Fort Collins Colorado is a bad business that doesn't provide safe trailers and doesn't honor warranty work
I have not received check
They have my correct address yet they supposedly sent it to a different address
They are making me wait over thirty days before they will send a new check
I do not believe they ever sent oneThey have no tracking number or proof of mailing
Sincerely,*** ***

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 me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
the trailer was not assembled properly. I do not wish to keep it and want to return it. It will not be fixed to my standard. I expect to purchase a properly assembled trailer which I have not recevied. And 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 item. Sincerely,[redacted]

On January 14, 2016 [redacted] company authorized agent, [redacted], went through a thorough, thirty minute inspection [redacted] process of the trailer their company purchased. The 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 vehicle. After the company and its agent had already accepted and paid for the trailer, on January 15, 2016 they contacted TrailersPlus about not accepting the trailer and demanding a full refund. TrailersPlus reasonably offered to address the concerns by offering three options including the most reasonable offer to handle the cosmetic concerns properly through our warranty department. Only a day after purchase, the trailer [redacted] purchased on invoice [redacted], was abandoned at our premises located at [redacted] on January 15, 2016 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 issues. Unfortunately under the contracts the company agent signed, we are unable to refund your money in full as there are no substantial defects in the workmanship. Your concerns are purely cosmetic and aesthetic and can be easily resolved under warranty. Under 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 department. Options 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 process. Option A:Repair trailer through warranty process and addressing customer concerns in a reasonable process. Options B:25% Restocking Fee BreakdownTrailer Price:  $6499Spare Tire:  $310.50Total:  $6,809.5025% Re-Stocking Fee:  $1,702.38 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 $1,702.38 To:  $1,000.00Take the MSO Replacement Fee From $150.00 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]
[redacted]

The trailer is not defective, minor pain imperfections are specifically excluded from the manufacturers warranty.  We are working with the manufacturer to cover the repair of the areas where there are paint imperfections as a customer goodwill measure.  As our agreement clearly states all...

sales are final and we can not accept returns.

Each trailer we sell is individually priced and the price varies by features, location, etc.  Each trailer has a specific serial number (VIN) like every vehicle.  Our website and advertising lists all of the information.  All of our units are subject to prior sale as clearly explained...

on the website.  We also offer a free option allowing any customer to hold a trailer for 7 days with a verified credit card, no actual payment is charged to the card.  Unfortunately  it sounds like the trailer that she was interested was sold to someone else with the customer not choosing to hold the trailer.  
 
We can not honor the price from a sold trailer on another trailer.  We also can not honor the same price on different models.  But we will work with the customer to get her the best possible deal.

Complaint: [redacted]
I am rejecting this response because:it's amazing that a business can make a profit and claim no responsibility nor any customers service which is something that is said as your on hold I'm taking this to small claims where they want mediation I didbt see where any of the staff went through the stuff that was shown to me and how do I know that was done there had been several purchases after I bought my trailer and none of the customers were told to bring a torque wrench and socket size as well as other stuff to do clearly there job for the fact they don't this will end up in a jury trial mediation is just the first step at no time did they want to help me through this I guess there use to doing this to there customers.
Sincerely,
[redacted]

We have contacted the DMV and the plates have been mailed.

The customer is unwilling to follow our warranty process and is simply trying to cancel the sale.  We can not accommodate his request for a refund since all sales are final. The customer signed a written acknowledgement of this fact at time of purchase.

Dear Mr. [redacted],I have spoken with the employees at this particular store, and we went over the details of your entire transaction. You were correct to bring your trailer back down after the initial problems occurred, and I’m glad we got those ones resolved for you as you stated. In regards to...

the broken axle that you needed replaced, after reviewing the matters of this particular transaction, the store followed proper protocol by sending the axle back to manufacturing. They had the axle they ordered for you waiting in their parts room for you to pick up for 4+ missed appointments. We understand that issues will arise and force you to cancel appointments, but through numerous phone call attempts to you prior and after your scheduled appointments, we attempted to help resolve this problem even after numerous verbally abusive interactions. Due to the parts room always being filled with new items for customers, it is important that they decrease the shelf life of items and attempt to get items ordered to customers in a timely manner. Stated below are the facts behind the tire, fender, and axle interactions showing we exhausted all our efforts to help Mr. [redacted]:Tire/FenderCustomer said he has already submitted a claim with Tredit when he first blew his tire and it was denied. Customer claims the reason for the blowout was caused by outside edge wear to the point that the tire blew and caught fire. Customer said the second (replacement tire) is already wearing on the outside again. When asked if he keeps the tires at the recommended PSI he said yes but could not tell manager what specific number he keeps them at. Customer said he had them checked at a tire shop.Customer said the fenders are missing the flat strap and one of them actually fell off and that he wants it replaced. Customer had a blowout and an experienced manager is sure this had something to do with the damaged fenders. Most likely conclusion on the problems that occurred, is that the customer ran on a flat tire until it caught fire and possibly ripped off the fender.Axle:Axle was received at TrailersPlus Phoenix on 12/27/16. Customer was called and notified the axle is at the store and the staff was ready to install the axle as soon as the customer could get the trailer in. Mr. [redacted] said he will call back when he has a time that works for him. On 12/29/16, customer called manager complaining of the warranty decision and threatening to make a Revdex.com report if the labor was not covered. Customer asked to speak to said manager’s boss and manager informed him that he was not at liberty to give out the owner’s contact information. Said manager then got with Interstates Chief Operational Officer to review the claim and to provide an outside perspective. Interstate COO thought the offer was more than fair. 01/03/17, manager reached out to the customer and let him know the decision was final and would not change. Customer set appointment with TrailersPlus Phoenix to have the repairs completed on 1/9/17 through 1/14/17, customer missed this appointment.Customer set new appointment for 01/28/17, missed that appointment. Customer set appointment for pickup of the axle on 02/04/17, missed that appointment. On 02/06/17, customer was informed the axle would be shipped back to the plant if not picked up before 02/10/17. Customer did not pick up.We really want to help reconcile this situation, so we are willing to provide you with a free axle as long as you can come to the store and pick it up within a week of it arriving in our parts room. We will relay detailed discussions as to when it has arrived and ready for you if you so choose to proceed with this offer. Please do not hesitate to contact us if we can be of any further assistance. Thank you for choosing TrailersPlus.Sincerely, Ben [redacted]TrailersPlus District Manager Interstate Warranty Manager(208) 442-7667 (208) 442-7654

We agreed to refund the customer's payment minus a $93 replacement MSO fee.  This was as a goodwill gesture despite not finding any issues with the trailer.

We contacted the DMV last week and they told us that the plate was mailed.

Revdex.com12521 Kanis RoadLittle Rock, AR 72211Customer Information:[redacted]
[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 Bryant. Mr. [redacted] picked up his trailer from TrailersPlus Bryant after service work had been performed on June 17, 2016. A year later, Mr. [redacted] picked up the same trailer from TrailersPlus Bryant after service work had been completed on June 24, 2017. The service performed was the same service last year by the same staff. There were no known issues with the service performed. On July 25, 2017 TrailersPlus was notified of a chargeback from Mr. [redacted] for $510.00 in regards to the service work completed on June 24, 2017. Upon notification, TrailersPlus Bryant Store Manager immediately reached out to Mr. [redacted] pertaining to the chargeback. Mr. [redacted] stated that allegedly, the service performed on June 24, 2017 failed after 30 miles of driving. The customer then stated he allegedly had a wrecker take it to a friend. The friend, he stated, was a welder that worked on trailers. This friend informed him, that in his opinion, there were issues regarding the service work that was performed. Mr. [redacted] never contacted TrailersPlus Bryant after the service was performed in order to address the concerns he was having. Instead, Mr. [redacted] took it upon himself to allegedly take his trailer to a friend and waited 30 days to file a chargeback with no prior communication after the service was completed on June 24, 2017. 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 occurred. TrailersPlus Bryant has yet to see the trailer since the service was performed. Consequently, this did not allow us to evaluate, stand by our work, and honor our 30 day service warranty. Subsequently, 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

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The retailer sold us a trailer with a defective axle that caused serious damage to the trailer.  No satisfactory actions were taken to remedy this wrong.   Please leave the complaint up and visible so other patrons may see who they are doing business with before they fall victim to the same treatment.
[redacted]