Complaints

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• Initial Complaint

  Date:10/25/2023

  Type:Product 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 design pet grooming trailer from Fox Custom Trailers on Monday July 3, 2023. When I purchased this trailer I spent $32,xxx plus I spent an additional $6,000 in materials such as a/c unit, grooming tub, and other items to complete the build as agreed with Fox Custom Trailers. I was told this would take 6-9 weeks from Gaye G*****. In the contract, there was no date in there, so I required to have a guaranteed completion date. We agreed on 15 weeks and believed this to be more than reasonable as the target date was 6-9 weeks. Now, I want to keep this somewhat short and to the point but there is a lot to unpack here. First, let me start with the trailer only costed $22,xxx from the manufacture, Triple T Trailers. I believed that this trailer was being built by Fox Custom Trailers. That is not true at all. Fox Custom Trailers charges $10,000 as a "Design" fee. However, there is no need for this as Triple T Trailers, Anvil, ATG, etc all have designers on staff who can build these trailers. It is not rocket science. With that being said, my all in cost was around 32,xxx and plus my materials and delivery nearly $40,000. I don't mind paying for a design fee, assuming the design comes out perfect, $10,000 is steep. When I received the trailer, in the design we came up with I wanted a grooming table on each end of the trailer to fit two groomers, however, because the designer placed a mini split unit above the table location, it was flawed and the table would not fit there. Now the designer keeps blaming triple t trailers, but this not between them. While triple t did have some errors in measurements, I have resolved those issues with them as Fox Custom Trailers doesn't deal with warranty work. I am not requesting reimbursement for the trailer build its self, but rather the design flaw. This build was very strenuous and stressful for me and I have caught Fox Custom in multiple lies. I do expect a 50% design fee reimbursement of $5,000.

  Business Response

  Date: 10/26/2023

  Logan, Your design I went over with you six times possibly even more and we made various changes. I went over your design six times possibly even more with Laurie as well to make sure everything was going to be perfect. Everything I had on my order and everything that Laurie had on her order was correct, but it was the manufacturer’s employees that made errors to the build out according to you that they have rectified it all with you and I am happy you are happy. 
  
  
  You had requested that you wanted a mini split rather than the standard air conditioning units that we provide all the time. You knew I was not familiar with mini splits whatsoever but you were because you use them in your own home and garage and bragged about how great they were and that’s what you wanted to get. Being unfamiliar with mini splits I inquired to see it it could be installed by the manufacturer and  the manufacturer agreed we could install your mini split for you. You did your research purchased your own and shipped it to be installed. I had your mini split placed the side wall in the design. You moved it to the front of the trailer against my suggestions above the groomers table area, of which I commented that it would be too cold and noisy for the groomer and dog  but you wanted it to be above the Groomer’s table because of the way you wanted it to circulate throughout the trailer, so I moved it to the front wall per your own request. 
  
  
  You you received your contract, your read it, and in the contract it states roughly 4 different times that you have gone over your design and measurements and approved and signed in those four different spots on the contract your approval of the design. Not only that you sent the design back with the placement by even sending it to me with your own superimposed (copy/paste) image of where you wanted to mini split and additional windows to show accuracy of where you wanted your mini split on top of my design! 
  
  
  So here we are now and you want me to pay you because you don’t like that the mini split you purchased and did so much bragging about and oodles of homework on that is above the table where you moved it to because it sticks out of the wall. If you own these you should know they stick out of the wall.  You had plenty of time before it went into production to do a change order. You also said you’re ok with it being there because you could move the table to the other wall by the window. This is just a way to extort money out of me and regrets that you have because you moved it from where I had it initially. I’m truly sorry but this is why we have a contract, it’s certainly a good thing that it can be moved to the side wall by the window as alternative as you showed me and sent a picture of and stated it would be ok there. 
  
  
  As far as leadtimes you were told over and over that leadtimes are always estimated but you insisted you wanted a date we told you over and over again it’s always estimated, even though the manufacturer himself gave you a date both I and Laurie told you don’t count on it and again in the contract over and over again it says they are only estimated dates but nonetheless you got it per the date you wanted!! 
  
  
  Now, here’s the funny thing is that throughout this whole ordeal you were calling me on a weekly basis sometimes even more to check on how far your trailer was going, and I kept you abreast despite the fact that the contract says do not keep calling and asking about when your trailer will be done. As time that closer you were more more anxious because you sold your trailer when our contract tells people do not book any events, selling your trailer before having it would be an event so you pressed onto us even more and more. To the point you were saying that I was breaking the contract. You kept threatening me with the contract and that you were going to cancel the order etc. So for somebody who kept throwing the contract repeatedly in my face, and how I was breaking the contract when the date hadn’t even arrived yet. So my point is, you were all about the contract, the contract contract, but yet you cherry pick out of the contract what you want to be adamant about but the pendulum swings both ways. You approved your order/design you signed in several areas giving your approval additionally you had excessively control of the process of where you wanted the mini split, therefor I am not liable. I’m sticking by the contract just like I stuck by the contract getting your trailer out on or before the date you wanted. You can’t have it both ways. You can’t play double standards. 
  
  
  Lastly, I was told that you can move mini splits according to some people that I’ve spoken to. It will leave a hole find wall that you can plug it up. You can then move it back to where it was originally put in my design that you changed. This might be something you could look into yourself to see if it can be done. 
  
  
  

  Business Response

  Date: 10/26/2023

  Again you were the one who chose the location of the mini split. You approved the design. You feel it is a flaw, but that flaw is due to you moving the mini split. You the customer excessively controls the process, therefore I am not liable. I would have been only liable if I did not follow your instructions therefore you are liable for your actions on your flaw. 

   

  Customer Answer

  Date: 10/26/2023

  You can see here that the AC is directly above where the table should be. Unfortunately. the business has no interest in taking accountability for the design flaw.