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Business Profile

Trailer Parts

Outback Trailers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trailer Parts.

Complaints

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

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Outback Trailers has 2 locations, listed below.

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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

    Customer Complaints Summary

    • 15 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:14/07/2023

      Type:Product Issues
      Status:
      Unanswered
      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 paid Outback ********** for a custom trailer to be delivered on ***** ***. The trailer was almost a month late in its delivery, but was mostly functional. It was missing one part I ordered, a screen door, for which I'd paid ***** I was told verbally during pick up that they would send me this refund "in a few days". After returning home to *********, I followed up by email multiple times. I have been phoning Outback once a week since *** to chase up on the refund, and they either don't pick up their phone, or tell me that the owner ***** is the only one who can deal with my complaint, and he is never available to come to the phone. The receptionist ******* has assured me multiple times that the refund will come, but they have never sent it or even replied to the emails or voicemails I have left them. The resolution I would like is the refund of my ****.

    • Initial Complaint

      Date:23/03/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      On ******** ******** we paid the balance to the full price********** ***) of the trailer and picked up our Trillium Outback Trailer in *******. It was supposed to come with an awning but they did not have it in stock and therefore was not mounted on the trailer. Also,one of the cushions was damaged. ***************** promised he would get it fixed and send it to us via ****** along with a door handle and a pad for the ***** We waited for over a month and sent emails. Now they will not answer the phone or reply to emails. Still no word on the awning. We have offered to drive to ******* to pick the items up so they would not have to ship them, but no response. In addition, they have moved to another location and we have no way of going to their place of business. What do we do now?

    • Initial Complaint

      Date:10/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 ordered a custom trillium trailer on May 13, 2021. I paid $8500 deposit. ***************** emailed on May 31, 2021 with delivery of late Aug or "maybe earlier". On Aug 18, 2021 I sent an email indicating that the trailer was due to be delivered soon & it seemed that manufacturing had not started yet as custom options had not been selected...I was concerned as emails and ******** messenger correspondence had not be answered. *** answered later that day offering excuses & indicating there was still "a chance" delivery would be made in Sept. On Nov 11, 2021 I sent an email indicating I still had not been contacted regarding customer upholstery selection & had received no further correspondence in the past 3 mos. On Nov 16, 2021 I received an email indicating the build was "coming up soon". On Nov 17, 2021 I sent an email saying I was reconsidering the entire order as it was obvious nothing had been commenced & requested return of my deposit. He indicated that the trailer was fully manufactured and only required selection of the exterior custom colour, advising of the protocol to cancel, & indicated that in over 20 yrs they have only had a "handful" of cancellations. *note* I was never in receipt of cancellation policy & asked my recourse was for missed delivery *** then suggested Christmas delivery. I responded that I could wait til spring. Legal documents were received by registered mail Dec 14, 2021 . Apr 12, 2021 I began trying to pin down a delivery date as I had to plan my holidays around picking it up. May 10, 2022 *** indicated completion was approximately 10 more days. Jun 23, 2022 now we need an axel, another 10 days. Jul 3, 2022 completion around the 20th. *** offered to send photos and progress report. Did not receive either. I became aware of online ***************** an email Aug 1st and received no reply. I registered the trailer in ******** $******* in taxes.

      Business Response

      Date: 21/08/2022

      For folks that read these reviews, were trying our best to manage and maintain communication with all of our customers custom built trailers orders, Since covid hit and the big trucker strike, like many manufacturing industries we are caught up with horrible trucking deadlines and deliveries, but the biggest thing that right now is really hurting our production is the shortages of parts or none what's so ever, we have being dealing with our valued parts suppliers for well over *********************************************************** many cases no communication from there vendors on a delivery dates or a shipping dates. In many cases there in a container in port or out to sea on a boat. With the short staff as well and business being being almost doubling the past 2 years, my communications with our customers certainly is not the best, doing 10 hour days and weekends and still cannot catch up, this is why I am doing this on a Sunday night. I have replied to ****** and sent picture to restore her confidence and are trying to have here trailer very close to completion by the end of next week as its about 80% finished

    • Initial Complaint

      Date:10/08/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      My Husband and I ordered a Trillium Outback travel Trailer from Trillium Manufacturing in February 2022. We sent project start monies of 9k. We don't have our trailer, nor have our inquiries been answered via multiple T/C...greater than 20 nor via e-mail. I have called the BBB and found that this company received an F rating *** ** ***** ************* . We would like our monies returned to us

    Outback Trailers is NOT a BBB Accredited Business.

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