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:06/26/2025

  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 a trailer on March 22. **** issues since day one. Boards on deck popping up, mud flaps fell off on the way home from the dealership. Parts of the frame are broken. Unable to use the ***** Trailer has been down for a total of three months of the four months Ive owned it. No accountability across the board. From the useless dealer to iron bull and ******* none of them care. Trailer country just points fingers and makes excuses. **************** is zero. They bash customers, which was proven to me when an email was accidentally sent with **** **** me as a customer. When I contacted **** his supervisor i was told nothing he could do to help with the issue. All parties point fingers.

  

  Business Response

  Date: 07/10/2025

  Tell us why here...
  We appreciate all our customers and go above and beyond to help them before, during, and after purchasing trailers from us. While warranty issues are rare, we are aware that they can occur. As a trailer dealership with a service and repair facility, we offer services to address warranty issues when they do arise.
  
  We have worked diligently to assist Mr. ***** with his warranty concerns since he first notified us he was having an issue. We have had ongoing communication with him, the trailer manufacturer, and the axle company to get the issues resolved. We stayed in communication with him and assisted him throughout the entire repair process. We contacted the trailer's manufacturer immediately and informed them of his concerns and initiated the warranty claim.
  
  Mr. *** lives closer to another facility that is an authorized repair facility for the axle company. He requested that the repair be done locally for him since the issue was with an overheating axle, which was difficult to safely transport to us. We assisted with getting this request approved. So, the initial attempt to repair the overheating axle was not done at our facility.   The repair by that facility included replacing numerous parts, including the axle Hubs and Bearings.
  
  Once these part replacements were completed, the customer informed us that the repair did not resolve the matter.  Mr. **** was understandably frustrated and was insistent that he would not be happy with a repair, but rather requested that his trailer be replaced. Unfortunately, this is not how a warranty works. But we did share this request with the manufacturer. This was not at all meant as bashing or insulting our customer, but rather sharing his frustration and his requested resolution to his issue(s), which was communicated with the customer.  We again worked for and with him.  We reached out and communicated to the axle company about the ongoing overheating axle issue and explained that the parts replacement that was initially thought to be the resolution did not fix the problem.  We then worked with the manufacturer to have the axle assembly completely replaced - it was not an immediate resolution for several reasons out of our control. The axle had to be ordered and shipped to us. Once it arrived, we had a service job that was in the middle of a repair that had to be completed as it was taking up the service bay needed to change out the customer's axle. This upset the customer because we did not immediately (same day) get the axle changed out.
  
  We completed the axle replacement within a few days, and it resolved the issue Mr. ***** had with the axle getting overheated.- SEE attached documentation.
  
  

  We apologize that the process took a little longer than Mr. ***** wanted, and we are glad everything is resolved! We have significant documentation, including email communication records of working with this customer to validate our assistance and attempts to resolve his concerns throughput the process.
  
  
  We truly appreciate his patience and for working with us to resolve his wheel issue. We strive to provide a wonderful buying experience and to make all of our customers happy before, during and after they purchase a trailer from us!
  
  Thank you again for your business. If there is anything we can do to assist you further, please do not hesitate to reach out to me or the Trailer Country Team! 

• Initial Complaint

  Date:03/13/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  In late November 2022, I ordered a trailer and paid in full in December 2022. It was delivered in mid January. During the delivery it lost a wheel and a tire. I have contacted the company about this issue and they have not address it nor have they returned my calls.

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  We had an issue with Trailer Country **** and it took approximately 2 months to get the issue resolve.  Yesterday 3/13/23 a wheel and tire we were asking to be replaced, that came off while the hauler was in the process of delivery was delivered. However, it took us to hire an attorney to send a letter and send emails for them to react to our issue.  They would not return phone calls, so we would reach out to different people within Trailer Country. They would tell us the tire was coming and it didn't come. The salesman told us not to use the trailer until we got the tire as it was not safe and would void our warranty. At one point they did ship us a wheel and tire, but it was the wrong size. ***** (the salesman) wanted pictures of the wrong size wheel and tire which we did email to him and still got no response from him. It seemed like every time we talked with someone, they would tell us this was going to be taken care of but it never happened. All we wanted was the correct size wheel and tire to put on the trailer so it could be used.
  Thank you for your assistance, as this was resolved as of yesterday afternoon 3/13/23 when *** delivered the correct wheel and tire.
  
  
  
  Sincerely,
  
  **** & ***********************

  

  Business Response

  Date: 03/21/2023

  Better Business Bureau:
  
  We had an issue with Trailer Country **** and it took approximately 2 months to get the issue resolve.  Yesterday 3/13/23 a wheel and tire we were asking to be replaced, that came off while the hauler was in the process of delivery was delivered. However, it took us to hire an attorney to send a letter and send emails for them to react to our issue.  They would not return phone calls, so we would reach out to different people within Trailer Country. They would tell us the tire was coming and it didn't come. The salesman told us not to use the trailer until we got the tire as it was not safe and would void our warranty. At one point they did ship us a wheel and tire, but it was the wrong size. ***** (the salesman) wanted pictures of the wrong size wheel and tire which we did email to him and still got no response from him. It seemed like every time we talked with someone, they would tell us this was going to be taken care of but it never happened. All we wanted was the correct size wheel and tire to put on the trailer so it could be used.
  Thank you for your assistance, as this was resolved as of yesterday afternoon 3/13/23 when *** delivered the correct wheel and tire.
  
  
  
  Sincerely,
  
  **** & ***********************

  Customer Answer

  Date: 03/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/21/2023

  *******************************

  Trailer Country, Inc.

  
  

  
  

  We appreciate Mr.**business and are very sorry that he had an issue with his trailer's tire while it was in transit to him. We made several attempts to assist him immediately upon hearing of his issue, sadly it was not immediate resolution for several reasons out of our control. We apologize the process took a little longer than Mr. *** wanted and are glad everything is resolved and he is happy with the resolution!

  
  

  Please know we never ignored him and tried to get his tire replaced as soon as we were made aware of the issue. We were informed by the third-party transport who told us about the situation when they returned from delivering the trailer to him. 

  
  

  We notified the trailer's manufacturer immediately and they shipped him a replacement tire and wheel right away. However, when his trailer was being manufactured, they had run out of the particular size (15" 6 lug mag wheel) he ordered. So, the trailer was built with an upgraded 16" 6 lug mag wheel instead. This was really a nice upgrade that he did not have to pay for, and one we were unaware of when we requested his replacement wheel to be mailed to him. We went off of his original invoice from us that did not have the upgraded tire/wheel size.

  
  

  When the first wheel arrived Mr.** advised us the wheel size did not match what was on the trailer. We did request photos to show the manufacturer the size error so we could have a second replacement wheel sent out in the upgraded size. The 16" size was out of stock when we requested it and Mr. did not want to wait. He went to a local trailer place and wanted to have all of the tires and wheel replaced. Unfortunately, his warranty doesn't cover a full replacement set and he had to wait until his wheel was available and could be resent to him. 

  
  

  He was understandably frustrated and had his attorney send us an email. However, this email had no bearing on the situation as we were already working to resolve it. It was simply a matter of sizing and availability. If his tires/wheels had not been upgraded unknowingly during production process the resolution would have been much quicker.  

  
  

  We truly appreciate his patience and for working with us to resolve his wheel issue. We strive to provide a wonderful buying experience and to make all of our customers happy before, during and after they purchase a trailer from us!

  
  

  Thank you again for your business. If there is anything we can do to assist you further, please do not hesitate to reach out to me or the Trailer Country Team! 

  Customer Answer

  Date: 03/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/18/2022

  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 what was supposed to be a new food trailer and new equipment from Trailer Country working with *****. My trailer was supposed to be equipped with one generator and that generator was specified on my bill of sale. ***** stated the generator that was supposed to come with me was not available and he substituted it with another one. We had problems with the generator powering the food trailer from day one and had several issues that we insisted trailer country resolve. We drove six hours one way on three separate occasions to get the issues resolved, but the issue kept reoccurring. We contacted the manufacturer of the generator and they state that the generator trailer country provided us is not able to power the equipment on our trailer. I shared this information with trailer country in hopes they would do what is right and either refund us for the generator so we can purchase one that works for the load or provide us one. They did not respond. The last incident with the generator caused issues with our refrigerator and freezer causing other repairs. Mind you our freezer and refrigerator that they stated was new had issues also from day one and was falling apart as far as the key hole and other parts were concerned. We got an independent technician this time and The technician told us that the new sandwich prep station we thought was "new" as trailer country stated is in fact not new. He said there are aftermarket parts on there as proof that it was not a new item. This business is charging new prices for old and subpar equipment to unsuspecting customers and I want what I was supposed to get in the way of new equipment.

  

  Business Response

  Date: 11/07/2022

  We appreciate Mrs.*** and her business. We have strived to make her a happy customer.  We have been working diligently with her, our suppliers, and customs shop for  over 2 YEARS to design, build hercustom trailer and to address and resolve any concerns she has had.  

  We only use Brand New Parts, Components, and Appliances on Every trailer we have built.  This includes Mrs. *** trailer.
  For reference, Included is a copy of the Receipt for the appliances that were purchased for Mrs. *** and installed in her trailer. This includes: The refrigerator, freezer, and sandwich prep she has noted in her complaint, as well as every other appliance on her original order and invoice from us. Please note the appliances condition are: NEW ... (her trailer was built with ALL NEW Appliances). They were ordered from A City Appliances, the largest supplier of restaurant equipment in the Southeast **************

   Regarding the generatorThe standard generator that we used prior to Covid was: ***RP12000 E. It was unavailable and discontinued when we went to order it for Mrs. *** trailer. This was discovered several months prior to the completion of her trailer. We had searched everywhere for one however none were available. We informed Mrs. *** that the ***RP12000 E was discontinued, and the supplier recommended the ************ WGen12000df as a suitable substitution. We compared the features of both generators; they are extremely comparable and have almost identical features and wattage/amperage output. Both generators were adequate with room to spare for the electric amperage of the appliances she ordered from us when she originally purchased the trailer. *See attached specs for both generators for comparison. The ************ comes with a wireless remote start controller that the *** did not have. She stated that she did not have great luck with ************ in the past, we provided her with a link to the exact generator to review. We also gave her the option to remove the generator from her order. So, she could source one she liked herself. We received an email a few days later and advising she accepted the change to the substituted generator. If she believes the *** generator would work ilo the ************ - they have the same amount of usage capabilities and therefore one is not better than the other in standard mobile kitchen use situations - *See email documentation.

  Mrs. *** has come to our concession specialist on several occasions.They have addressed and repaired everything she has noted in her complaint. Mrs.*** received her trailer in December 2020. The first repair/warranty was done July/August 2021. The generator worked for the trailer, but the switch had gone bad. It was replaced with a new switch. The Freezer and fridge key lock assembly was broken which did not affect the appliance functionality however they were replaced with new lock assemblies. The sprayer was changed to a faucet. The molding in front of sink was addressed.

  In addition, she has also had them install different items/appliances she wanted changed. Some for her preference and some were to meet her specific health code requirements that were not specifically detailed or outlined at the time of build . Each county has varying specifications. She had the gas water heater changed to an electric one. She had also damaged the trailer and had it repaired by them when it was there and had several Non warranty items addressed. When she last visited the custom shop and picked up her trailer in February 2022, she left extremely happy and even purchased lunch for the team. * See Includes documentation showing the repairs and corrections made to her unit.

  To date we have had a substantial amount of communication with Mrs. **** We have not ignored her in any way and have tried extremely hard to come to a positive resolution for her as has our custom shop.
  All appliances installed were ordered for her and were brand new at the time of installation, she was not supplied with any subpar or used Appliances or components, any warranty concerns have been resolved, and Mrs.*** had the option to obtain her own generator but she declined. We purchased a brand-new ************ Generator at her request. The reviews on the ************ are extremely high 4.7 stars out of **** reviews to date. We do not feel a refund is warranted at this time. We truly wish her the best in her food vending business.