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:01/03/2023

  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 BOUGHT AN EZ-HAUL 7X16 ENCLOSED TRAILER ABOUT 2 MONTHS AGO. 1 MONTH AFTER PURCHASE I NOTICED A FEW THINGS THAT NEEDED TO BE FIXED SO I CALLED ADVANTAGE TRAILER COMPANY IN *******************, THEY EXPLAINED ON THE ***** THAT EVERYTHING WOULD BE COVERED BY WARRANTY AND TO BRING IN AT THEIR EARLIEST APPOINTMENT DATE (TODAY 12/29/2022 @ 2pm). I DROPPED IT OFF AT 1:20PM. I GOT A CALL AROUND 4PM STATING THE RUBBER STOPPERS WOULD NOT BE INCLUDED IN THE WARRANTY LIKE ORIGINALLY DISCUSSED & THEY CLAIMED ITS BECAUSE I DROVE WITH THE DOOR DOWN AND "DRUGGED THEM OFF" (WHICH HAS NEVER HAPPENED) & THEN ASKED ME TO COME TAKE A LOOK AT MY TRAILER BEFORE THEY DID ANY MORE WORK TO IT. WHEN I ARRIVED I IMMEDIATELY NOTICED 2 BIG ***** ON MY BACK DOOR. I MENTIONED TO THE GENERAL *********************** SAID THAT THE ***** WEREN'T THERE WHEN I DROPPED THE TRAILER OFF (I EVEN SHOWED PICS FROM WHEN I DROPPED OFF WITHOUT THE ******* THE ***** *** OVER HEARD THE CONVERSATION THEN ****** AT ME AND CUSSED AT ME TO GET OFF HIS PROPERTY. HE TREATENED TO KEEP MY TRAILER AND TOLD ME HE WILL NOT BE FIXING THE ***** THEY CREATED. ON TOP OF NOT FIXING MY RUBBER STOPPERS WHICH WERE ORIGINALLY APART OF THE WARRANTY. IM REACHING OUT TO YOU GUYS TO ASK IF THERE IS ANYTHING YOU CAN DO TO HELP ME. ADVANTAGE TRAILER SHOULD BE HELD ACCOUNTABLE FOR THEIR ACTIONS AND I THINK EVERYONE SHOULD KNOW EXACTLY HOW THE ***** "***" TREATS HIS CUSTOMERS THAT JUST SPENT 12 THOUSAND DOLLARS. HE BELITTLED ME, CUSSED AT ME. TOLD ME TO GET OFF HIS PROPERTY, THAT HE DOESNT CARE AND HE WASNT FIXING ANYTHING. HE THEN FOLLOWED ME OUT AND CONTINUED TO HARRASE ME WHILE I HOOKING MY TRAILER UP TO MY TRUCK SO I COULD LEAVE. PLEASE REACH OUT AT YOUR EARLIEST CONVIENCE ************* I sent photos you can clearly see a big dent in the trailer. They also took photos but claimed they were "to fuzzy" to tell

  Business Response

  Date: 01/03/2023

  Customer missed multiple appointments before finally brining in trailer.
  

  Door stoppers are not listed in the work order and are considered a wear item by all trailer manufacturers and not covered under any warranty.  The damage to the trim around where the bumpers are normally mounted is consistent in our experience with a trailer being moved while the rear ramp door is still open.  It is our opinion that this is the reason the bumpers are missing.
  

  Given the situation and our wish to keep things civil, we had offered to give ************** bumpers from our own stock at no charge but they would be a different design.  He declined and stated that he would simply use the trailer without them and file another warranty claim later.  We advised him against that as it would not be covered by warranty at that time either.
  

  ************** did bring the dents to our attention.  However, he stated to myself and several others present at the time that one of the dents was already there and was not in question.
  While in the process of reviewing the documents and images available regarding the second dent, ************** continually interrupted and became almost combative.  ************** was warned that if he continued this behavior he would be asked to leave.  One of the owners got involved, initially asking ************** what he would accept as compensation for the second dent.  This was not done as an admission of any wrong doing, rather as a way to try and salvage the situation before it escalated.  ************** continued his behavior and was told to leave.  At no point was he threatened with us not returning his trailer.  Investigation into this matter ended there.
  

  ************** was approached in the parking lot by the owner.  This was after he filmed my team moving the trailer out of the service bay and placing it in the staging area so he could hook up his vehicle.  *** was attempting again to de-escalate the situation and help ************** back his vehicle up to the trailer.  ************** again became belligerent.  ************** was informed that his warranty would not be honored by our shop in the future.
  

  From our perspective this issue is closed.  **************** behavior in our store is unacceptable.  No customer has the right to behave in such a manner and expect anything from us in return other than directions to the door.  Any future requests for work under warranty should be directed to the manufacturer with the contact information provided to him when he made the initial purchase.