Complaints

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

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  Dune Sport

  8940 E Main St Mesa, AZ 85207-8704

  
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  Dune Sport

  8940 E Main St Mesa, AZ 85207-8704

  

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:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 custom toy hauler (TH14 CB) from Dune Sport in late 2022. I was intending to tow that trailer with a 2021 Ford Ranger with a tow package. The entire process took several months & DS knew I was planning on using a Ranger as the tow vehicle. During the design process their staff was very accommodating & made many recommendations to me that I accepted. When I went to pick up the trailer, I asked the tongue weight of the trailer. The staff member said he didn't know. I found that odd, since they were the manufacturer of the trailer. I told him that I expected it to be 10-15% of the trailer weight. The staff member indicated it to be a little more than that. The unladen weight of the trailer is ~4,500 pounds. That means the trailer should have a tongue weight of 450-675lbs. The Ford Ranger is limited to a max tongue weight of 750lbs. I didn't have a way to measure the tongue weight, so I concluded the deal & towed the trailer home. I was still concerned about the tongue weight, so I purchased a tool (e99044) from Etrailer to measure the tongue weight. I was stunned to find that the tongue weight for the unladen trailer was 1,000lbs, 250lbs over the limit of the Ranger. I contacted DS & talked with the previous staff member & its manager. I was told by the manager, they tow trailers that exceed their truck's weight limits all the time & he recommended that's what I do. They did make other recommendation such as replacing/moving the batteries. Unfortunately, those are short term fixes. They don't allow me to load cargo, water, etc. & increase the tongue weight. I did further research & was told by a professional expert from Etrailer that I should not tow that trailer w/the Ranger & that my only solution is to get a bigger truck. In addition, I found a Warning Label inside my trailer saying that for safety reasons, do not exceed 10-15% tongue weight based on the trailer's weight. I can't safely or reliably tow this trailer w/my Ranger. This is a safety issue.

  

  Business Response

  Date: 02/02/2023

  We are a custom trailer dealership.  We work extensively with customers with
  varying wants, needs, towing capabilities and cargo needs.  Each trailer built is custom, unique and
  weights depend on floorplan, options and layout.  Customers are informed of added weights as
  they add options and locations of options.  This customer was no different and was informed of different weights
  depending on options and where the options are located.  The customer is insinuating that we
  recommended towing his trailer in an unsafe way, and that simply is not the
  case.  We did instruct him to use the
  weight distribution hitch that came with the trailer, load the trailer with
  cargo, then weigh the tongue at that point.  We have been trying to communicate with the customer to come up with
  solutions so he can enjoy the trailer he designed with us.   There are things that can be adjusted on the
  trailer that are not short term fixes and we’d like to discuss those options
  but have been unable to contact the customer via phone to discuss solutions.  We have emails to show we've tried to communicate. We’d
  like to resolve the customers issue with a short phone call and to go over the
  solutions.  We feel the issue can be
  resolved and want to help.

  

  Business Response

  Date: 02/03/2023

  We can do nothing more if the customer will not call us. We can come to no resolution if the customer will not call us. We've made several attempts to reach this customer to discuss solutions, however the customer is unresponsive. As you can see we have a fantastic record of 11 years with the BBB and we don't have issues with our customers. This customer however will not allow us to discuss options or resolutions with him. We want to help resolve the issue he has and have tried numerous times via email and phone conversation to reach out to him and he is not willing to reach out to us to discuss those options. How can we resolve something that the customer won't allow us to resolve? We stand ready to help the customer but he will not call us. So if somehow you guys can get the customer to call us so that we can help him resolve his issue that would be great. This should no way reflect our organization because we have done nothing wrong, inappropriate or unprofessional. We have photos and a video of this customer leaving our dealership with a truck and trailer that is perfectly level and not sagging in the rear of the truck or in the front of the trailer. If the trailer was overrated for his truck then the front of the trailer and rear of the truck would create a V shape meaning the tongue weight is far to much of the tow vehicle. The customer may have buyers remorse but that does not mean we have done something wrong. The customer is grasping at straws and trying to make us look bad when we in fact have done nothing but try to offer the same great service to him as we do all of our customers. The customer had us build him a custom toy hauler to the specs he asked us to build them to. We did that. I will reiterate, we have reached out numerous times. This gentleman will not return phone calls to discuss solutions.

   

   

   

  Customer Answer

  Date: 02/07/2023

  I don't talk with Brad on the phone because of his verbal abuse and because he has trouble telling the truth. It makes no sense to talk with someone, if they turn around and deny ever saying it. I've asked them to give me their solutions by email, so the information is documented and can be shared with others. All you have to do is read his response. No solutions are offered, just his vindictive nature and placing the blame on others. 

  I don't have buyer's remorse. I can't even evaluate the product yet, because I can't safely and reliably tow the product. I've already moved forward and purchased a more capable truck. Thanks to BBB for facilitating this issue and making it public to help educate others.