Complaints

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• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 gave a deposit for a new food trailer, the trailer was not manufactured by any quality standards. They made me wait over 6 months, I requested a refund because ai didn't wamt to wait any longer for another deffective product and yet to this day no manager or owner of franchise has taking any steps to resolve this issue. I do have phothos of how poorly were these trailers manufactured. I will appreciate your assistance with this matter.

  Business Response

  Date: 08/12/2024

  Hello, 
  We are writing in response to the complaint submitted by ***************************** regarding the non-refundable deposit and the subsequent rebuilt food trailer. As per our company policy and the signed sales contract, we believe the actions we have taken are both justified and within the legal terms of our agreement with the customer.
  
  Background of the Case:
  
  Original Food Trailer Concerns: We initially built a custom food trailer for [Customers Name] as per the agreed specifications. However, the customer expressed dissatisfaction with the quality of the trailer. As a gesture of goodwill and commitment to customer satisfaction, we offered to rebuild the trailer at no additional cost, despite the fact that our contract explicitly states that the goods are sold "as is."
  
  Rebuilt Food Trailer: The rebuilt trailer was completed, yet the customer refused to accept it, citing continued dissatisfaction. We have made every effort to address the customers concerns and ensure the quality of the rebuilt trailer met the agreed specifications.
  
  Non-Refundable Deposit: The customer attempted to initiate a chargeback on the non-refundable deposit after refusing to accept the rebuilt trailer. According to our sales contract, which the customer signed, the deposit is explicitly non-refundable, even if the customer later decides to cancel the transaction or is unsatisfied with the product. This clause is clearly stated in Section 2 of the contract to protect both parties from financial loss and to cover the costs associated with the custom work we perform.
  
  Banks Decision: After a thorough review of the situation and our contractual agreement, the customers financial institution ruled in our favor, deciding not to refund the customers deposit. The banks decision was based on the explicit terms outlined in our contract, which the customer had agreed to at the time of purchase.
  
  Our Position: We understand that the customer may be disappointed with the outcome, but we have acted within the boundaries of our contractual agreement. The deposit is non-refundable as clearly stated in the contract, and we have already gone above and beyond by offering to rebuild the trailer at no additional cost. The customers refusal to accept the rebuilt ******************** does not negate the terms of the signed agreement.
  We believe our actions have been fair and transparent. We hope this response provides clarity and addresses any concerns. We remain committed to upholding the terms of our contracts and delivering quality products to our customers.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/13/2024

  as I mentioned before I was never able to speak to someone in charge of the company. I had to deal with new sales people after the  sales person who I originally resigned the contrxt with had resigned. On their response they keep mentioning the word "rebuilt" and "as is", these trailers are supposed to be brand new and custom made. The bank had to go through the ****** arbitration process, **** never made an attemp to contact me. Waiting for any product for over six months is totally unacceptable and this company did not have a repair peraon or someone who could take care of all the isaues that the food trailer had. This company clearly has no quality control on their products and when i mentioned all the issues the trailer had sales people agreed with my argumet but they told me that a manger would contact me. The last person I spoke to only communicated with me via WhatsApp and deleted all hia comments afterwards. I want to make sure that this company will not take advantage of other entrepreneurs like myself in the future.

   

  Complaint: 22036883
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************