Complaints

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:05/02/2024

  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.

  Bought 8 new Trimax locks for my trailer 10/27/23 and 1/3/24. In less than 6 months, 4 of 8 failed. Despite being lubricated, they froze to the point where they wouldnt unlock when I was driving in winter weather; took ***** minutes with a heat source to thaw them and get into my trailer on 2 occasions (while standing out in the cold!). Then one came unlocked and fell off my trailer while driving. The lock cylinder fell out of another one when I picked it up; I fixed that by tightening a s**** that had loosened, but now it wont lock regardless of which way I turn the key. And one wont unlock at all, and Ill have to pay a locksmith to drill it out so I can remove my trailer hitch. A 50% failure rate in under 6 months!Even worse, Ive gone back and forth with customer service for 8 weeks now to get these fixed or replaced8 weeks! Their answer is always the same on 3 of the locks: well replace them, Ill see if theyre in stock, and Ill call you back in 10 minutes, or by noon tomorrow. Have never, ever received a call back; I wait several days, and then call them back. On 4th lock, the one that wont unlock, manager says they only warrant their hitch locks for 90 days since they dont know where the driver is using them. She told me that 90-day policy was all over their website and written material; I cant find it anywhere on their website: ***********************************. She too said shed call me back by the end of the day regarding the other 3; been 8 days now, and have never heard back.

  Business Response

  Date: 06/11/2024

  Good Morning,

   

  I am writing on behalf of TRIMAX in response to the complaint filed by ************* regarding an issue experienced with our product. We take customer satisfaction very seriously and strive to resolve any concerns promptly and efficiently.

   

  Summary of the Complaint: **** reported that they received (8) locks from TRIMAX, (4) of which were said to have failed/broke/damaged in some fashion. They have expressed dissatisfaction with the resolution process and have requested further action.

   

  Investigation and Findings: Upon receiving the complaint, we conducted a thorough review of the customers order history and our records. Our findings are as follows:

  • We currently only show (4) purchases directly through our website, not (8).
  • It is uncustomary for this product to fail. There arent any known issues with these products as they are within the warranty period.

  Actions Taken: We regret any inconvenience **** Self may have experienced and have taken the following steps to address the issue:

  • Several conversations have taken place both with the customer and internally to try to resolve this. Our manager confirmed we could take a look at 3 of the 4 products and replace 3 of them, however we may not be able to stock/properly key these at our location. We advised that we may be able to replace them via our warehouse in ******. The customer was not satisfied with this option, even though that location is closer to him than our location here in Centennial.

  Conclusion: We are committed to ensuring our customers have a positive experience with **********************. We believe the actions taken address Mr. ***** concerns and hope this resolution is satisfactory. Should **** have any further questions or require additional assistance, we encourage them to contact us directly at ************** or send an email directly to: *************************************. I am eager and happy to work toward a reasonable solution.

  We greatly appreciate the opportunity to address this matter and thank you for your assistance in facilitating a resolution.

   

  Sincerely,

   

  *****