TrailersPlus

Complaint: [redacted]
I am rejecting this...

response because: Tailers plus can't perform warranty services in the time frame needed before I needed the trailer to move out of state. Was also told by a 20+ year welding instructor that the welds are so bad it is unsafe to tow along with none fuctioning trailer brakes. Trailers plus response was the welds are fine but never inspected welds in person and unwilling to help with transport of unsafe trailer. I bought this trailer for my move and is completely unusable. The list of warranty repairs needed is so long and previous repairs to lights by trailer plus done so poor it's a fire hazard I don't have any confidence in their work. Managers have no resolution to get me aa functional trailer in time frame needed for my move. So I was forced to purchase a new trailer so I can move. So being that a request for return was made within 24hrs of purchasing I figured a reputable company would take back a fully defective trailer or at least offer a replacement but they wouldn't. I couldn't delay my move so I had no other choice but spend another $4,000.00 with a competitor to be able to keep my moving schedule.
Sincerely,
[redacted]

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.

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.

The customer was provided a replacement axle as a good will gesture even though they never returned the original axle that was alleged to be defective.  We can not provide a new set of tires as this is not covered by warranty.

The damage was not caused by the saw but by the 200 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 crossmembers. This represents over 1600 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.

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 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.

Complaint: [redacted]I am rejecting this response because: This is not true. As I stated in my complaint. After 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 happening. He said he wanted to call a couple people and get their opinion. That was Wednesday, April 14th I believe. I never heard back from him that week as promised. I took it to [redacted] that weekend to be fixed properly.
I didn't hear from Matt until the end of the following week. UNACCEPTABLE. The bearings had been fixed by then.Sincerely,[redacted]

TrailersPlus who is a dealer of Carry-On Trailers has been working with Mr. [redacted] and Carry-On to come to a resolution.  Carry-On Trailer Corp. has agreed to to pay Mr. [redacted] $200 and send him the parts he requested.  It is my understanding through communication with Mr. [redacted] that...

he is still waiting to receive his check.  However, through conversations with Carry-On the check they sent to him was returned due to a bad address that was given to them and they needed to resend the check.  It is my understanding that Mr. [redacted] is satisfied with the settlement he received.

Mr. [redacted] and Carry-On Corp. came to a settlement on this matter that involved Mr. [redacted] receiving parts and a check for $200.  Mr. [redacted] provided his address to Carry-On corp. to provide those things and did receive the parts because they came via UPS/FedEx but did not receive the check because it was sent regular USPS mail.  Carry-On Corp being a different company than TrailersPlus did not have any additional address information for Mr. [redacted].  Carry-On is still sending Mr. [redacted] the check but will not be able to stop payment on the check until Monday 10/31 via their company process and then a new check will not be created until November 4th due to their check cutting process.  It will be mailed on November 4th via Certified mail to Mr. [redacted]'s PO Box address that he has now provided to Carry-On corp.  Mr. [redacted] will still receive his settlement but the timing is not ideal for his needs.  TrailersPlus has been making every effort to work between Carry-On corp and Mr. [redacted] to come to this final resolution.

Complaint: [redacted]
I am rejecting this response because the pre delivery inspection states Just one of many is are the The lug nuts torqued to 100 ft pounds of torque take in mind this is a brand new trailer I purchased 
Where trailersplus purchased the trailer from carry on when the trailers are received the lug nuts are Not torqued. My question is if someone buys a trailer  from trailersplus do they have to bring a torque wrench and check if that has the been done? Another thing that is on the pre delivery inspection is are hubs greased I honestly do not know how to check this another thing asked on this sheet is check the wheel for play for excessive bearing slack if bearing slack exists adjust the castle nut to proper specs which is no where on the sheet saying what is excessive bearing slack and where the castle nut is I didn't realize buying a new trailer from trailersplus would require me or everyone that purchases a trailer to preform all of this I purchased a new trailer at what point do you have to become a mechanic to buy a trailer if someone doesn't know how are they not able to purchase a trailer from trailersplus? Also stated on pre delivery inspection  is ensure proper tire pressure printed on tire and loading placard 50psi I was not given tools to check these things nor was I shown there is no signiture from the individual that supposedly did the inspection nor any initials with that said how do I know that was even done? This was my first trip with the trailer I have contacted mechanics and was told if lug nuts were torqued correctly this would of not if happend let alone other side being finger tight. I believe that trailersplus is responsible for the fact they sell the trailer to the customer I did not purchase this trailer from carry on trailers.

On 8/9/17 Mr. [redacted] purchased a Carry-On Trailer from TrailersPlus in Medford Oregon.  During that purchase Mr. [redacted] signed and initialed each section of our extensive Pre-Delivery Inspection where we appropriately torqued the wheels to 100 ft./lbs on each lug.  Mr. [redacted] also...

initialed on the section of the Pre Delivery inspection acknowledging that "all wheel nuts/bolts should be torqued before first road use and after each wheel removal.  Check and re-torque after the first 10 miles, 25 miles, and again at 50 miles. Check periodically thereafter."  With that being said as an authorized Dealership for Carry-On trailers we submitted Mr. [redacted]'s claim to Carry-On Trailer Corporation of which they initially denied the claim due to not properly re-torquing the lugs at 10, 25 and 50 miles.  Due to Mr. [redacted] rejecting the initial denial of the claim Carry-On has decided to request additional information and reach out to their axle vendor Dexter Axles for another look to see if the claim can be covered.  TrailersPlus has not received an answer back from this additional request at this time.  As far as Mr. [redacted]'s request for towing to be covered, Carry-On Trailer Corporations warranty specifically states that towing is not covered under any circumstances.  As a dealership of the Carry-On product all we can do is work through the manufacturer in the interest of the customer to try and settle his claim.  TrailersPlus does understand that Mr. [redacted] is upset and we wanted to try and work through the issue with him and Carry-On however in the meantime Mr. [redacted] has taken TrailersPlus to small claims court in Jackson County Oregon for his dispute and now we must work through the court and legal system instead of working directly with Mr. [redacted].