Complaints

This profile includes complaints for Haulmark Trailer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Haulmark Trailer

  2020 Blakesley Parkway Bristol, IN 46507-9546

• 

  Haulmark Industries, Inc

  6 Banks Ave Mcadoo Industrial Park McAdoo, PA 18237-2507

• 

  Haulmark Trailer

  PO Box 8 Mcadoo Industrial Park McAdoo, PA 18237-0008

• 

  Haulmark Industries, Inc

  6 Banks Ave Mcadoo Industrial Park McAdoo, PA 18237-2507

• 

  Haulmark Industries, Inc

  6 Banks Ave Mcadoo Industrial Park McAdoo, PA 18237-2507

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:12/14/2023

  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.

  Enclosed Haulmark trailer model GRHD8520T3 serial # ****** date of manufacture 9-27-23 Terrible quality. My coupler wasn't welded on straight, not by a little but by a lot. This is not a minor item to be overlooked by a trailer manufacturer, it is THE primary element of producing a trailer which tracks safely and true. When I took it back to the factory they cut it off and welded it back on. The cost to me was 3 days of my time, **** miles of driving, and 2 nights in a hotel. While it was there I had them install **track on the walls. When I got the trailer back the **track was not aligned from side to side; it was over 3/4" off which makes it useless for my intended purpose. More than 50% of the screws that they used to fasten it with were stripped so it is not attached securely for any purpose. My emergency break-a-way battery was disconnected and bedliner overspray was all over my landing gear. These trailers claim to be completely finished underneath to prevent corrosion but only about 50% of it is coated, the rest is bare metal. After my interaction with some of their "************** at their **** manufacturing facility, I came away with the realization that not only are they incompetent but they just don't care. Why would you return a trailer to a customer with a disconnected safety device? I have repaired the battery problem but still need to come up with a solution for the stripped fasteners as well as undercoating the chassis.

  Business Response

  Date: 12/21/2023

  Hello,

  My apologies on the troubles you have had with your Haulmark Trailer. The issue with the coupler was fixed at the plant. American Cargo Group warranty policy, which is given to all customers when their trailer is purchased states, we do not cover transportation cost to get trailer repaired. We did install E-track for the retail customer at no charge to help offset some of his cost. ***** the ** at the ***** plant explained to the customer, by installing the eTrac it would not be extremally sturdy because it would not be welded to the frame of the trailer since it was installed after the trailer was built. The retail customer understood this and still agreed to have the eTrac installed. When the customer left the plant, he was happy and walked the trailer for anything else.  The landing gear that had over spray was corrected before the customer left the plant. The customer has not reached back out to ******************** with the complaint of the undercoating. We would need the opportunity to correct this, which we have not been given. If this in fact is the case, American Cargo Group will gladly fix the trailer to Company Standards.  

  Thank you,
  
  *************************

  Customer Service Manager
  ********************
  *******************************************
  *******, ** 46514
  Phone **************

  Customer Answer

  Date: 12/28/2023

   I am rejecting this response because: I am rejecting this response because: American Cargo Group (***) said: " The landing gear that had over spray was corrected before the customer left the plant." That is a false statement; the fact is that the overspray condition was not corrected at the factory. I have attached pictures of the landing gear which were taken after the trailer returned to its home base. There was such a buildup of overspray that the retaining pin could not be removed in order to retract the gear. The employees at the factory scraped just enough off with a pocket knife so that they could remove the pin. They left the rest; completely unconcerned by it. 
  I noticed that there was no response at all from *** regarding the disconnected safety device ********************* break-away safety switch). This is further evidence of the lack of attention to detail and poor quality of the personnel within the organization. It was clear to me during my visit to their manufacturing facility the there was a culture in which people were not held accountable for their actions. The trash blowing around the yard outside the plant was further evidence of the culture.

  I can't attach my picture files (.jpeg) to this as you do not accept this format and your application is about to time out on me. 

  
  *** said: "We did install E-track for the retail customer at no charge to help offset some of his cost. ***** the ** at the ***** plant explained to the customer, by installing the eTrac it would not be extremally sturdy because it would not be welded to the frame of the trailer since it was installed after the trailer was built. The retail customer understood this and still agreed to have the eTrac installed." While it is true that I agreed the eTrac would not be extremely sturdy because it was being screwed to the frame and not welded, that was okay with me as my purposes would not require the additional strength that welding provides. What I was counting on was that the factory would do a reasonable job of installing it and it looked okay at the time of initial inspection. By the time the trailer arrived back at its home base the eTrac was falling off the walls and further inspection revealed the stripped fasteners and misalignment of the slots from side to side on the trailer. Perhaps the General Manager should have just told me that it will just fall off before you ever even *************. This is more evidence of the quality that is afforded during the work performed at this facility. While I was willing to accept this work as some sort of compensation of the costs I incurred because they built the trailer wrong if the first place, I must now incur additional financial damage to have this repaired. 
  *** said: :"The customer has not reached back out to ******************** with the complaint of the undercoating. We would need the opportunity to correct this, which we have not been given. If this in fact is the case, American Cargo Group will gladly fix the trailer to Company Standards." While that is a true statement; why would I allow people that can't build a trailer correctly in the first place, can't complete repairs in a quality manner, and return said trailer to the customer with disconnected safety equipment to ever touch the trailer again? Clearly the "Company Standards" are lacking when it comes to quality.
  *** said: "My apologies on the troubles you have had with your Haulmark Trailer. The issue with the coupler was fixed at the plant. American Cargo Group warranty policy, which is given to all customers when their trailer is purchased states, we do not cover transportation cost to get trailer repaired." The coupler was cut off the trailer and reinstalled in the manner which it should have been when it was built. While I accept and appreciate your apology and I understood and accepted the fact that transportations costs would not be reimbursed, I want everyone reading these comments to be aware of the entire story. For a trailer with that much coupler misalignment to leave the plant is just ridiculous and is an indication that the quality control measures at the plant are broken. It is further proof that as I have pointed out in y previous comments, the entire culture at this particular plant is broken. I wish you the best in trying to repair a broken culture as it is a difficult if not impossible task. I have owned previous Haulmark trailers and was very happy with them; obviously something has changed since *** acquired the company. The costs that I incurred to repair my new trailer were substantial and thanks the incompetence of the *** personnel, they just got higher.
  
  
  I want to be clear that not only has *** and the Haulmark brand lost my trust and patronage; their conduct warrants that going forward I must try to warn others about my experiences.
  
  

  
  

• Initial Complaint

  Date:01/06/2023

  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.

  In December of 2022, I purchased a brand new 2023 Haulmark Low Hauler Motorcycle trailer from a dealer in my hometown. I hooked the trailer up and saw that the fender lights were working and assumed the rest of the lights were working. This much is my fault as I should have never left without checking the rear lights. A week later, my wife left ******* for ******* at 5:00am in the dark. We kept getting "trailer disconnected" from error on our vehicle dash, but saw that the fender lights were on in the rearview so though perhaps the plug was lose. We stopped, checked the plug and drove on. This error came on periodically, but we could see we had connection as fender lights were on. We get South of ******* and stop for gas. Can't answer why I didn't check it prior as I normally would, but I walked to back of trailer and found we had NO lights. We checked all the fuses and connections obvious to us and when we couldn't get it, we found a local trailer dealer gracious enough to help us. Through their inspection, they found that NONE of the rear trailer lights were ever connected in the manufacturing process. They were able to get the left and right signal lights working but would have needed a great deal of more time to finish.Clearly at this point we were relieved that we were not the cause of a major accident. We lost 3 hours of our time, a repair bill and a night in the hotel due to this issue.We called our dealer and he told us that they would fix it. The company got involved and after two weeks, gave us two options to take the trailer to in ******* to get fixed. Both would involve 4-5 hours of our time and expense to transport it to the dealer they gave us. Additionally, we would have to pull the trailer NOT knowing what else was not connected properly and we requested that the manufacturer have the trailer transported on our behalf so that we wouldn't have risk of accident. We found out today that they refuse to transport the trailer.

  Business Response

  Date: 01/15/2023

  To Whom it may ***************************************************** **********************">I apologize for the issues the customer is having with their *******************************************. This is covered under the 1 year manufacture warranty. We have provided the customer with 2 dealers that will be able to complete the repairs for the trailer.  We have already spoke with the below dealers, and both are willing to complete repairs. 

  Right Trailers ************************************************************ - Phone ************

  ***** Trailers Sales & Service ******************************************************************** - Phone ************

   

  I have attached ******** ***** Group Warranty Policy, that is given to the customer at time of purchase. We will pay for all repairs, we do not cover the transportation to and from the repair shop. If the customer has a receipt for the warranty work that was completed on the way to *******,  ACG will glad reimburse for this. They can submit a copy to the ************************************* in the subject line please use ID ******. 

   

  Again, ACG will gladly setup and pay for the necessary repairs on the trailer. 

   

  Thank you,

   

  ************************;