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:08/31/2023

  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.

  We received the final quote and there were two issues. First, the trailer was now scheduled for early April. That was a problem. Second, we overpaid for the trailer in the amount of $3,900. We discussed all this with **** and voiced our concerns. The explanation about the delivery time was not satisfactory but at this point we were committed. As to the overpayment, **** convinced us to wait until delivery to receive back a check. We waited patiently, trusting your company, and unfortunately here is where it all falls apart. We arrived at your facility in ******* (from ********** *******) and to our shock the trailer was not as we expected 1) there were no flip up vendor doors 2) no eTrac 3) no pug in TV box 4) no door on drivers side and 5) no generator door. These were the most critical parts of the build..!! We refused to take delivery of the trailer as it stood. ******************* convinced us that he would take care of these items and that we should take the trailer. We wanted something in writing and he provided the following: We made contact with Sun Devils Trailers and felt they knew and understood what we were talking about and was a better fit for the work we needed done, The owner of *********, *****, had a conversation with **** about the modifications and **** negotiated with ***** to reduce the cost to Millennium. **** told us that if he couldnt reach agreement with *********, he would have the trailer picked up and taken to the and let them perform the work correctly or build another trailer. By the way, our tow vehicle sustained $6900 dollars of damage because the extended hitch was not on the trailer as instructed by the factory. We have been damaged here.. we ask that Millennium bear the cost of *************, return our $3,900 over-payment and reimburse us for the cost of the repairs to the tow vehicle. We will take our lumps on the vendor fees and sales.

  

  Business Response

  Date: 09/15/2023

  When building any custom product there must be a single set of documents that govern the final output.  There are thousands of options and hundreds of models.  With option placement on the drawing, there are billions of combinations that can be configured and built.  This is why the documents describe the custom trailer in detail.
  **************** uploaded these documents and you will be able to quickly see there is no mention of his stated doors that he assumed were on the trailer.  There is nothing on the order, nothing on the estimates, nothing on the drawing. Millennium Trailers provides a custom-built trailer with billions of combinations not based on what is in ****************** mind or text messages.
  Please review the documents **************** provided. Millennium Trailers will provide any items that were on ****************** documents.  The manufacturer missed the power receptacle in the ** box and they are willing to pay for this missed item as it is on the order and drawing.  If there are other items specified on the documents and not delivered Millennium Trailers are willing to work to make this match the documents. 
  On the $3,900, Mr. ***** made changes to his order which cost money.  The amount of money paid by **************** reconciles to his final signed documents. Every transaction is audited and reconciled by our Controller.  If there was an overpayment the Controller would have identified the overpayment at this time.  No overpayment was made.
  The factory does not install hitch extenders.  Millennium Trailers stocks hitch extenders. **************** had multiple conversations with *********************, Service Manager that his truck would require an extension. and on the day **************** came to the dealership it was also highly recommended by multiple Millennium Trailers staff that the extender was required based on ****************** tow vehicle.  **************** declined Millennium Trailers offer to install the extender. In order to add an extended hitch an upgraded receiver is required.  Our staff spoke to **************** on 1-17-2023, and on the order you can observe that on 1-18-2023 this upgrade was added to ****************** order.
  In addition to all this, **************** wants to use text messages to justify his claim and he cannot produce these text messages. This is somewhat irrelevant because we do not build trailers from text messages, but it shows that **************** is unable to substantiate his claims with any evidence. The handwritten white piece of paper included in the attachments was not a list of items Millennium Trailers would fix, but items **************** assumed he ordered, but did not. There is no verbage on that paper committing Millennium Trailers to remedy these items.
  **************** signed the trailer acceptance form and the document has been uploaded.  There is also an email uploaded that shows **************** was notified of this issue and that we could correct it, but he denied the service.  Our staff spoke with **************** and discussed this issue on the phone on two occasions prior to his arrival.  In order to use a hitch extension there must be a certain coupler ordered on the trailer. We do not order this unless an extension is needed, so Millennium Trailers was aware of this issue, and tried to correct it, but was stopped by *****************  In the email provided, you can see that **************** states he will have this installed at the dealership when he arrives .Upon arrival he refused the service. The subsequent damage to his truck was caused by not having this extension and was fully avoidable.
  **************** picked up his trailer on 4-27-2023, so we have no clue why he is stating he didnt get the trailer in April.
  In conclusion, **************** received the custom trailer defined in the documents, accepted the trailer by signing the trailer acceptance form provided and left the dealership with the custom trailer.
  In conclusion, **************** received the custom trailer defined in the documents, accepted the trailer by signing the trailer acceptance form provided, and left the dealership with the custom trailer.