Complaints

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• Initial Complaint

  Date:02/21/2023

  Type:Product 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.

  On 6/15/2022 I purchased a new horse trailer from a dealer of Titan Trailers. This is a 2022 4 horse trailer, vin ending in ******. I paid a transportation company to bring the trailer from ** (location of the dealership) half way back to ** (where I reside). When my driver hooked to the trailer in ******** (where he met their delivery driver) he had no lights on the trailer. He found that the wiring was pinned between the frame and the axle, which had cut the wires. He hauled the trailer to me. When it arrived, the tack room and side boxes all had water in them. The windows did not close properly, and rust had already started to develop. I contacted the company to repair the issues. 6 months later I got the trailer back from the repair facility. They had rerouted the wiring but they did not protect any of the newly drilled holes for the wires. It is still leaking, the axles still hit the frame and none of the rust had been repaired. So, the company came and picked the trailer up to take back to their factory to repair it. The repair took another several months. They installed new windows, coated part of the underside, and protected the wiring. I have owned the trailer for about 9 months, but I have only had it in my possession for about a month. Now, after all "repairs," the trailer still leaks water into all side boxes and the tackroom. The moment you put 2 horses in this 4 horse trailer, the axle hits a part of the frame (the cut out a part of the frame to try to stop this). This makes the trailer completely useless. I can neither safely haul horses in it, nor can I put any tack inside. The business has ceased all communication with me in the last month. 3 of the pictures show some of the issues prior to the last repair, some of these issues were partially resolved. 2 of the photos show the axles sitting on the frame (only 2 average sized horses loaded) after the last repair.

  Business Response

  Date: 03/21/2023

  On 6/21/22  customer
  contacted Titan Trailer Mfg Inc to inform us that they had several issues with
  a trailer they had purchased that would need re-work.  Specifically,
  customer complaint stated there was a broken brake wire, a water leak, and
  several cosemetic finish issues. Customer also questioned a portion of the
  trailer frame's manufacturing being cut and that they were concerned it was not
  structurally sound.
  

  After several attempts back and forth with the customer and our
  representative leaving messages with one another we were able to speak to
  customer.  We listened to their customer's concerns and asked them to send
  us pictures of issues.  
  

  After reviewing the trailer pictures Titan agreed that
  corrective repair needed to take place with the broken brake wire, water leaks,
  and to replace the missing caps on sharp screws.   A further
  complaint of "rust bleed" was a direct result  of the
  aforementioned water leak and that it would be addressed with corrective
  repairs to the windows.  

  Customer informed us they were taking trailer to **** *******, a
  local trailer repair facility located in ******* and not an authorized Titan
  Trailer dealer for repairs.  We informed customer per Titan Warranty
  proceedures outlined on page 44 of  the Trailer Users Guide they received
  at time of purchase that repair work would need to be repaired by an authorized
  franchise facility and furthermore, that transport costs, time, suffering, or
  loaner trailers are not provided by Titan.  However in this case, we would
  allow customer to take trailer to a shop of their choosing since repairs
  appeared to be minimal.

  **** ******* told customer that Titan had installed incorrect
  axles (this is false and was later validated with subsequent return to our
  factory).  Furthermore, they proceeded to present a corrective repair bill
  estimate that was well beyond common and accustomed repair rates and
  proceedures for this trailer.  Titan notified customer that because **** ********* estimate was clearly questionable in their diagnosis and that at its
  option, Titan would need repair work to performed at an authorized facility
  nearby.  ****** ****** was informed by Titan's Representative, who
  provided details of customer's issues and gave ******** instructions to
  repair.

  Customer took trailer to ****** ****** for repairs. 
  ******** estimate included replacing defective manger doors (a part not
  manufactured by Titan) with new units. Due to Covid19 and supply chain issues,
  replacement doors were on backorder and it took 6 weeks to receive.  All
  other customer complaints were addressed and repaired  by ****** ******
  with the exception of "defective axles".   ****** ******
  inspected trailer axles and frame and found both to completely be within
  specification.  Trailer was returned to **** ******** by ****** ******
  whereupon customer picked it up.
  

  Customer received trailer and contacted us with dissatisfaction
  that axles were not replaced and that workmanship of other repairs were not
  acceptable.  
  

  After several phone calls back and forth, at its option and at
  NO CHARGE to customer,  Titan sent a factory representative to **** ******* in order to retrieve trailer and have repaired at the factory on
  11/22/22.   Customer was informed by our representative of their
  arrival time  and that he would like to meet with customer to go over
  scope of work.  Customer declined this meeting and our representative
  transported trailer back to Titan's factory in *********** **.  This was
  all done at Titan's expense for customer accomodation.

  Trained factory Titan Mfg. representatives inspected all of
  customer complaints including water leak, axles, and fit and finish as well as
  completely inspecting the entire trailer for other possible issues not
  mentioned by customer.  Titan re-verified that the correct axles were
  present on this trailer, that they were installed properly, and that they were
  free from any other defects in form or function.  Titan undercoated bottom
  side of trailer at no charge as a matter of customer accomodation. 
  Customer had also complained about lack of undercoating earlier.  We
  pointed out to customer that undercoating is an option available on all of our
  trailers but one that was not selected at time of initial trailer order from
  the factory.  Again, we provided this free to customer as a measure of
  good will. 
  

  By the end of its return at the Titan factory, this customers
  trailer had been re-inspected by no less than 5 trained factory representatives
  and QC supervisors to ensure all complaints were addressed.  Furthermore
  Titan used this team to perform an entire trailer inspection to ensure trailer
  met all form, function, and safety requirements well beyond customer
  complaints.  Everything with this trailer was found to be completely
  within specification.

  Customer was contacted by Titan representative that trailer
  would be returned to **** ******* 12/8/22 and that he would like to meet with
  customer to detail scope of repair work done as another measure of good
  will.  Titan representative and customer agreed that customer would be
  notified when he was getting close to the pre-arranged drop off point.  As
  this point drew near, Titan representative attempted contacting customer with
  multiple phone calls, texts, and emails but all went unanswered.  Trailer
  was left at **** ******** as agreed upon and customer was notified.  All
  of this was at no expense to customer and with no response from customer.

  Customer ultimately emailed Titan representative 1/8/23 that
  axles were still defective and that they wanted Titan to repurchase
  trailer.  Customer was informed that Titan would be happy to inspect
  trailer yet again however, only in their presence and at the customers
  transportation expense.  -Customer was further informed Titan would not
  repurchase this trailer under any circumstance. 

  And that leads us to where we are currently.  Titan Trailer
  believes we have gone well above and beyond any rational expectations to
  accomodate this customer.  Titan Trailer has provided warranty services to
  this customer far beyond any printed warranty proceedures obligate us to. 
  Lastly, we view this situation as a classic buyers remorse issue and one that
  we will not involve ourselves to pursue furthermore.  Titan Trailer stands
  firm that as of its last inspection, this trailer is free of defects in every
  way and not eligible for any further accomodations on our part.  Customer's
  trailer remains eligible for other Titan factory warranty services exlcluding
  the afforementioned items.