Complaints

This profile includes complaints for Outback Trailers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Outback Trailers

  235095 Range Road 284 Rocky View County, AB T1X 0J9

• 

  Outback Trailers

  6814 30th Street SE Calgary, AB T2C 1N9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We put in an order for a custom trailer in August 2022, paid a deposit (via cheque from my husband that was cashed) amounting to one third of the total cost, and received the paperwork/VIN package at the end of that month, confirming our order. We knew that there would be a long wait in a queue before our trailer was supposed to be built at the time of ordering. They told us that this would be six months to one year, due to a move of premises for the business. We contacted Outback in November 2023, via phone several times and email, after hearing nothing from them for months, to find out when we could expect our trailer. After failing to receive a response, my husband drove out to the original facility. It seemed to be abandoned. He then drove to the new facility and found it gated, inaccessible, and with no signage. He called them from outside the facility and no one answered. Another email, sent on the 30th November threatening legal action, produced a result. We received an email from the company on 1 Dec 2023 stating that work would begin on our trailer in Feb/March 2024. On the 17th May, 2024, after not hearing another word from Outback Trailers, we contacted them via email again, then a final email was sent by me on the 25th of June. Again, nothing. The final email asked for either a completed trailer, built to our specifications, or a return of our deposit. At this point we have to assume that they have breached the contract. We would like the full amount of our deposit back. At this point, we don't feel that they can be trusted to build the quality custom trailer that we paid them for, even if they suddenly decide to start work on.

• Initial Complaint

  Date:04/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re Trillium Trailers Calgary I have. been dealing with this company since Feb 2023. Ordered some items was billed and am still waiting for them. Initial transaction was fine but when order did not arri e I have made numerous phone calls - they never answer or return msgs same with email. I don't care about items now but would like$$$ returned to my credit card I am in ******* which is a complicating factor.

• Initial Complaint

  Date:11/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new trailer from company, after a year delay I made the trip from Vancouver Island to Outside ******* to get my new trailer August 2022. I took delivery on ************ reserve nearby and had temporary insurance for my trip home. I tried to insure the trailer and the initial issue was I required the document showing I took deliver on reserve and needed the original copy instead of the emailed version I was provided. I brought the trailer in person to ICBC to get insurance where the issue of not having the original document was brought up but the agent did a visual inspection and noticed the legal bill of sale and the *** sticker on the trailer did not match. I reached out both via email and telephone, ***** ensured me they would correct the mistake I would have my new *** sticker mid August. I emailed and telephone several times in between, the last response on November 8th after my indicating I would file with the BBB and seek legal advocacy was they were working on it and would inform me when the sticker was complete. I have been more than patient and understanding with allowing them to fix their very large mistake but I have a brand new trailer that has been sitting on my property without insurance because of their mistake. I would at this point like my money refunded $21,389 , my travel expenses reimbursed hotel, km's gas, and the cost of installing a brake controller $1000.

• Initial Complaint

  Date:30/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a custom trailer from these guys back in May of 2022 and paid the requested deposit. Much like the other complaints below, missed delivery dates, excuses about parts delays, and then zero communication with the owner. I would like to see these guys investigated for fraud, taking peoples money and not delivering is fraudulent behavior.I don't need to comment on the hardship and mental abuse this has caused me and my family.

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2022 we purchases a new Trillium Outback travel trailer from Outback trailers. We upgraded the standard steel frame to the aluminum frame for $1,595 CAD. On July 13, 2023 we camped at a local campground and once we got set up at our site we discovered that the frame of our trailer had broke on both sides, one side the break was completely through. All that was holding our trailer onto our tow vehicle was millimeters worth of the aluminum that had not yet completely broken off from the frame. We contacted ********************* at Outback Trailers when we discovered this issue and we were told that Outback failed to add a bottom reinforcement plate to this stress point on the frame which caused the break. ***** told us that he would reimburse us for the repair of the frame so that we could finish out our camping season and then send us a new replacement frame for us to install on our trailer. We got our trailer back from the welder on 9/6/23 who charged us $745 USD for the repair. We have since continued to contact ***** at Outback Trailers but have not been able to get a resolution from him. We have not yet been refunded for the repair nor have we been sent a new frame.

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2022 we purchased a new Trillium Outback travel trailer from Outback Trailers. We had to wire final payment of $17,888 CAD prior to pick up on June 13. We sent this wire on June 3. Due to a bank error, this wire was returned to us on June 10. We called to discuss this with ***************** at Outback because we wouldn't have time to send another wire before pick up. In an effort for Outback to avoid the fees associated with credit card transactions, Outback and I made the agreement that they would charge my credit card for the $17,888 CAD on June 10. I would then re-send the $17,888 CAD by wire transfer, and Outback would refund my credit card when the wire transfer was received. While on the phone with Outback they charged my credit card $17,888 CAD. That day I initiated another wire with my bank to Outback for $17,888 CAD. Outback confirmed they received the wire transfer on June 24 and stated they would initiate the credit card refund right away. For the next month I contacted Outback numerous times to follow up on the credit card refund. On July 22 Outback refunded partial payment to me of $5,000 CAD. They stated they were limited to $5,000 CAD per transaction, and they would initiate another installment once we received the first $5,000 CAD. I emailed Outback on July 27 stating I received the partial payment and asked them to refund the remainder. For more than a month after this I continued to contact Outback multiple times for the remainder of the refund. On August 31 I received another $5,000 CAD partial payment from Outback. On September 2 I emailed Outback stating I received the second partial payment and asked them to refund the remainder. I have continued to contact Outback since this time and to date I have not received my full refund. I am still owed $7,888 CAD from Outback Trailers. I have attempted countless times over the last year to reach a solution with Outback and have not been able to settle this matter.

• Initial Complaint

  Date:14/09/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a down payment for a trailer in October 2022, and to this date dont have a delivery date almost one year later. Communication is terrible, where *** had to call and email many times per week to get someone to respond, and when they do, they never provide clarity and fail to follow up with what they do commit to do. This has already cost me additional money because weve had to scrap travel plans to pick up the trailer three times now.

• Initial Complaint

  Date:05/09/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2022, we placed an order for an Outback Trailer. We paid a deposit of $8586.55 on Feb.11, 2022. We were told the trailer would be ready by late July/early August 2022.It was not. Finally I spoke to *****************, who said the trailer would be ready by early October, so we planned a trip to ******* to pick it up. I decided to check the day before we left to make sure it was actually going to be ready. It wasn't . I asked why they hadn't notified us of this. No response. We were told it would be ready by January.Over the next three months, I made several calls and sent emails, none of which were answered. Then finally at the end of January I emailed again, and got a reply saying they had just moved to a new facility, and our trailer would be ready by the end of April.The end of April arrived with no communication. I finally reached a member of the office staff, who said that *** had been sick, but we should be hearing something soon. We heard nothing. At this point, I called the BBB. I was told that the company had an "F" rating, and several complaints like ours. A few weeks later, still having heard nothing, I spoke to someone in the office, who said she would have ********************* call me. He didn't. A few more weeks later (in late July/early August) I again called, and was told that ************** would call. I said we needed the trailer by mid-August for a family trip. I said we had been waiting well over a year for the trailer, and were not happy about the lack of communications from the company.The middle of August arrived. Nothing. I spoke to the same fellow I had spoken to earlier, and told him that we were sick of waiting, and that we wanted our deposit back.He said someone would be in touch within the week. They were not. I have since called and emailed two or three times, and have reached nobody, and received no response.

• Initial Complaint

  Date:17/08/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a composite vinyl product called **molding from this company on May 13th, 2023, in addition to bunkbeds and shelving. We received the other products in late June, but never received the **molding. Unfortunately, we cannot do anything with our other purchases until the **molding arrives, as this molding seals the other pieces together. We have paid this company $819.58, but the products we received are currently useless and the order is incomplete. Our **molding is $110 and we have been waiting on this product since May. It is now August and we have been unable to use our purchases for our summer activities since they cannot be assembled.This company is extremely frustrating to contact. They mostly avoid our calls and they never call back. My husband has tried calling them multiple times per week. We have now been told four times that the **molding is in their hands, and they are shipping it to us, but we still haven't seen the missing product.We would like delivery of the **molding product to complete our order and enable us to use our trailer.

• Initial Complaint

  Date:17/07/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In **** ** **** we opted to purchase a custom built Outback Trailer from Trillium Trailers Manufacturing in AB. The deposit was paid with a delivery date of *** *** ****. Due to covid we were told in ***** **** that they were waiting on parts and the trailer delivery date would be delayed. The trailer was received at the start of ****** ***** Upon delivery we were informed that the awning would be delayed due to a shortage. That was a year ago and all attempts to contact Trillium Trailers have failed via phone and email. I'm simply seeking to either get the awning and have it installed or receive a refund and to go elsewhere.