Complaints

This profile includes complaints for Sr1 Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sr1 Companies has 7 locations, listed below.

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  Sr1 Companies

  746 Western Ave Manchester, ME 04351-3536

• 

  Sr1 Companies

  381 North St Houlton, ME 04730-3547

• 

  Sr1 Companies

  2239 Auburn Rd Turner, ME 04282-3415

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  Sr1 Companies

  PO Box 615 Manchester, ME 04351-0615

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  Sr1 Companies

  382 North St Houlton, ME 04730

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:12/17/2024

  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.

  On 12-16-24 I purchased a 2024 triple crown tandem axle trailer from sr1 ****** ***** location. The salesman who's name is ***** ******* hooked the trailer up to my trailer hitch and assured me it was secure.He then attached the electrical connection for the trailer brakes and hooks that connect to frame. I then began to drive home while on the interstate the trailer became unlatched and fell to the road and slid into my back bumper and frame. I repeatedly tried to get someone from the company to talk to me over the phone while I was on the interstate stranded because I could not move the trailer due to the weight and size. I finally made the decision to leave it on the interstate shoulder. When I got home I finally got in touch with a man from the company who said his name was *******. He asked what size trailer ball I have on my hitch I told him 2inch he told me that trailer takes a larger ball. I then told him that salesman put the trailer on that hitch and I trusted he knew what he was doing. I then told ******* I was no longer interested in the trailer and I wanted the damage to the truck fixed. He told me to take pictures and send them to his email. I cannot get an answer from him about fixing the damage and everytime I call I get a different person who says they will connect me over someone it is a different name every time and I keep getting deflected.

  Business Response

  Date: 12/17/2024

  *****,
  
  We understand the inconvenience of your experience, we apologize sincerely, and we're attempting to do everything we can to be accommodating and offer a timely/realistic resolution.
  
  Yesterday 12/16 you picked up your new trailer from our ****** location at approximately 11:28am 
  Our Service Manager received a call from you around 12:20pm, when you explained that the trailer had disconnected from the truck while driving. 
  Our Sales Manager called you at 12:52pm to get more information about the situation and offer assistance
  Our logistics team attempted to retrieve the trailer, when they arrived at the location you provided, the trailer was gone, as a result of being abandoned on the side of the highway.
  Our Sales Manager called you again at 2:31pm to let you know that we were going to retrieve the trailer from impound at our expense ($290 + logistics)
  ^ at this time we agreed to purchase the trailer back at the full price you paid.  We also discussed the damage to your truck, in which we agreed to assist with as soon as you were able to provide us with a collision center estimate.
  Around 3:45pm, I received a call from management at our **********, ** location, stating that you were requesting a call back and wanted your truck fixed immediately. 
  At 4:15pm our Sales Manager called you back as requested and reviewed our original commitment to you that we would buy the trailer back at full price and would offer assistance with repairs to your bumper once you were able to provide an estimate for repairs.
  This morning 12/17 at approx 9:34am our Sales Manager called you to follow up and check on the status of the collision center estimate.  It was agreed upon that you would follow up with an estimate for our review. 

  
  We want nothing more than to provide you with a satisfactory resolution. We will be in contact with you tomorrow.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********ly for months regarding these repairs. They would tell us they were looking into the warranties and ordering parts and they would call back and then never did. Finally in September 2024 the ** parts came in and someone came to fix the issue. They did not fix the paneling again. We called again and again multiple times asking about the parts and kept being told they would let us know. At the beginning of October SR1 called us to tell us they had the parts and would send someone to replace the paneling on October 10th. Someone showed up on the 10th and said he had no parts. He also told us another roof panel needed to be replaced in addition to what we already though. At this time told us the original leak was never fixed and he cut a piece of the wall away and we saw inside was covered in thick black fuzzy mold. He said the entire kitchen walls, closet, cabinets and counters needed to be ripped out. I called today to follow up and was told a manager would call me back. He did not.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************hed out multiple times to just try to get it fixed and feel as though they are dragging it out.

  Business Response

  Date: 12/07/2023

  First, the customer filed a complaint against the wrong location. The complaint was filed against the ****** location but she has been dealing with the Manchester, ***** location. The following is the response from the service department in **********:
  
  I have spoken with this customer a few times and on the call on October 20th at 3:42pm when we spoke she said she was checking in to see about the remaining repairs on the RO, which are to replace an outside speaker and a propane quick disconnect that she says doesn't work.  It doesn't look like a warranty claim was ever started for this unit and we repaired what we could on the list the last time that it was here.  It doesn't look like we have any pictures to start the claim either and the customer said that she wouldn't be able to supply them when we spoke because it was covered.  She said that she understood it was our busy season and she was happy to wait until spring **** for the repairs to be done, which is why I was pretty surprised to hear about this BBB complaint.  
  
  
  I will work with the warranty folks to get a speaker coming, we can take a picture of a lot unit to file the claim to get a new speaker.  When it comes in we will mail it to her with a quick connect and make an appointment for her in April when she said she would be ok for the repairs to take place originally.  
  
  
  I agree this should have been done in a more timely manner, but her claim that we are ducking her and her fathers phone calls are a bit of a stretch.  We have spoke, and I have called her back every single time she has called and it went to voicemail.  There is quite a history on the dialpad app of the calls going both ways. I attached the complete transcript of the phone call in a CSV and a screenshot of the transcript where she said she would be happy to fix all this in the spring since her trailer is already covered for the winter.