Complaints

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

close

Find a Location

Alcom USA has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Alcom USA

  6 Millennium Dr Winslow, ME 04901-0777

• 

  Alcom USA

  501 E 52nd St N Sioux Falls, SD 57104-0638

• 

  Alcom USA

  9063 Donner Mill Rd Bonner, MT 59823

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:12/01/2023

  Type:Delivery 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.

  I live in ******.I broke the axle on my utility trailer. I e-mailed Mission to get the specifications for a new axle on June 19th, 2023. I received a response on June 22, 2023 seeking additional information and my Vin #, I took a picture of the *** # and forwarded that date, as requested. I was provided a part # as well as a *********** dealer contact info. After ordering through my dealer and waiting several months for them to place an order of trailers to import, I received my axle on November 9th, 2023. I paid ****** Cdn plus tax for a total of ******. When I attempted to install the axle it was far too small. The axle has the same part # I was advised to order on the tag. As it was a special order I could not return it locally. I wrote to the employee I was dealing with on November 11th, 2023, and received no reply, nor bounce back email. I e-mailed the company (through their website contact us) on November 16th, I received an auto acknowledgement of receipt indicating they had the e-mail and would work on a response.I had travelled to the ***** last week and had hoped we could have planed a resolution prior to travel. It will be this time next year before I would be in ***** againe I suspect.I have all the e-mails(and photos) should they be required To date I have not received any response and I'm quite frustrated. Respectfully *****

  Customer Answer

  Date: 12/12/2023

  I have not heard from the business in response to my complaint.

  I thank you for updating me at this time. The lack of response from my two prior attempts to contact them generated my complaint to your organization. 

  Can you advise what the next step, if any, on your organization's behalf would be?

  Thanks

  *****

   

  

  Business Response

  Date: 12/18/2023

  Apologies for this, as it was not our intention to create any disruption, delay &/or dispute. Unfortunately, we are at the mercy of the axle manufacturers - as all (Axle) warranties must run through them. Please reach out to our (new) Parts Manager (CJ) directly; ********************************* and he will immediately get you taken care of, at our cost - to make up for any/all lost time. Again, we apologize and look forward to getting you the part you need ASAP. Thank you!

  Customer Answer

  Date: 12/19/2023

  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. 

  I believe after finally receiving communication with the business we are well on our way to a resolution for which I am indeed grateful for both their efforts and recent communications. I also appreciate the assistance of the BBB which was the catalyst for communication with the business.

  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/23/2023

  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.

  We bought a Frontier Trailer from Alcom LLC, my dealer was in ****************, ****** The trailer was manufactured April 29, 2021, I entered into a purchase agreement October 2020, I received my trailer June 2021. We immediately had a warranty issue which we reported to the dealer within days of receiving the trailer, he filed a warranty claim, it was never resolved by Alcom or the dealer. October 2022 we had a major warranty issue with the box liner, the dealer filed another warranty claim and received materials from Alcom . We tried to get a date from the dealer for the warranty repair, the dealer would either be evasive, not answer our emails/calls to set up a time for install and when he finally did September 13/23 (after warranty at Alcom called him) he stated we owed him money which we do not! nor have we ever received an invoice from this dealer & this is the first he has mentioned this after a year of owning the trailer. Because we could not get our dealer to either give us a date or respond we contacted Alcom warranty directly and spoke with ********************* in Warranty, he contacted the dealer Sept 13/23 the dealer contacted us but would not confirm o warranties or reply to our email. ********************* of Alcom ******** told us to get a third party quote which we took time off work to go get. Once **** received the quote he then told us to go back to the dealer in response to this I asked **** to speak to his supervisor to which I have had no reply from him (email sent October 25, 2023). We will not use the dealer we bought the trailer from as he has repeatedly lied. Since October 2022 to todays date we cannot use our trailer because the liner has failed & isn't safe for hauling horses due to a defective liner from Alcom manufacturing. We have missed a year of show season, had to pay for other hauling so now we are proceeding with a consumer protection lawyer & filing a complaint with the states attorney, we have all the communication on file.

  Customer Answer

  Date: 12/04/2023

  I have not heard from the business in response to my complaint.  

  Nor have I had any reply from the warranty **** person ********************* in regards to my prior email requesting to speak to his supervisor or a manger (before I filed this complaint).  

  Thank you and Regards,

  Tassila *****

   

  

  Business Response

  Date: 12/21/2023

  I have spoken to **** @ Horse Gate (Trailer Dealership), as well as tried reaching out to ****************** (Trailer Owner); **** stated that he has tried for some time to have ************** return to his dealership to perform any/all repairs. He believes she won't return to his dealership due to the fact that she still owes a past balance, which was never settled. **** said he is willing to forgive the remaining ($2500.00+/-) balance, to get her trailer repaired. ************** wants to take her trailer to another (unauthorized) dealer, to have repairs done. We want our trailers repaired at/through our authorized dealers, so that we can ensure proper parts and work are done. ************** just has to reach out/return Horse Gate's calls, and set-up a time for (warranteed) repairs.

  Customer Answer

  Date: 12/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Thank you but I do not accept this response or solution from Alcom USA, first off I have never received an invoice from the dealer Horse Gate trailers for said amount, nor was this "amount due" brought up to me until over a year and a half later of owning the trailer when I asked for the warranty of my box liner.  I have never been told what the amount was for or an actual amount.  Alcom's response today with the amount is the first time I have actually heard of an amount.  

  This also raises this issue that I have brought up to the dealer from day one of receiving my trailer in 2021, where it was not built according to the drawings I signed off on with Alcom USA so if anything I had concerns that I had paid for extra materials that I did not actually get in my trailer build, the dealer knew this.  I have never received any proper answer from the dealer nor Alcom USA in regards to why my trailer was not built according to the signed drawings.  

  ***** at Horse Gate Trailer Sales has not even responded to my email from September 13, 2023 where I listed the warranties for confirmation of the repairs, nor once has he tried to call me since that email.  The dealer then lied to Alcom saying he had tried to contact me since that email in Sept (2023) he has not!

  I have 2 years of email communication with this dealer on file where I have asked about my two warranty claims, the questions about the trailer being different to the signed off drawings, he has stalled, avoided some of my emails, and as of this year won't answer my calls he only responds by email. 

  Because of the dealers lack of response I contacted Alcom USA, once they provided me with my two warranty claims I found out in the paperwork that the dealer had my liner for months and even with me giving him dates that I needed to haul with my trailer he never set anything up and my last date given in July that I needed the repair done so I could haul with my trailer the dealer didn't even respond.  So I turned to Alcom USA for help as the next nearest other dealer that can do the repairs is 6 hours away.

  Alcom USA has not tried to reach me since my email on October 25, 2023 8:30 am to ********************* in the warranty ***** he did not even reply to my email October 25, 2023 where I respectfully asked to speak with his supervisor/manager.  Therefore we proceeded with BBB

  After I spoke (Sept 2023) with ********************* in the warranty ***** about my problems getting a response and date for fixing my trailer with the dealer, he (*********************) asked me to get a third party quote.  Which we took time out of our schedules to do, once we received the quote ********************* at warranty then directed me back to the dealer.  In which I responded that I would not go to THAT dealer and asked to speak with a supervisor, I have had no response from Alcom USA.

  I will not want use the dealer Horse gate trailer sales because he has lied, and after looking into the matter further I have found that he has several other complaints on going.  I even offered by email back in July (2023) to get the liner materials from ***** at Horse gate Trailers and take it to have it done somewhere as I needed to use my trailer for showing season which by then we had already missed two months of.  

  To be very clear I have not hauled with my trailer since September 2022, I told ***** at horse gate trailers about the box liner cracking problem on October 8, 2022 AND asked about my first warranty claim filed within the first two months of owning the trailer (this was never resolved either).  

  This dealer is not doing his job and it is not my problem nor should I be forced to use him as my only option for my Two warranty claims.  Both Horsegate trailers and now Alcom USA are now trying to make this issue about some supposed money due, instead of actually fixing the trailer.  

  ************* at Horsegate sales did not bring up any amount owing on my trailer till I complained about the box liner on October 8, 2022 (keep in mind I have now owned the trailer for well over a year), ***** did not mention any actual amount nor what it was for, nor was it mentioned again!! until I asked for help from ALCOM USA with my warranties in September 2023.  

  B. I have TWO warranty claims, neither have been completed by ALCOM USA or the dealer the first claim was actually closed by ALCOM USA due to inaction from the dealer (says right on the warranty paperwork).  I did not find this out till I saw the warranty claim from ALCOM USA  

  We have missed a whole year and a whole show season not being able to use the trailer due to the faulty box liner defect, we have had to pay to haul out.  I just want the two warranties addressed and resolved by a manager at Alcom USA so I can actually use my trailer.  This has taken up a huge amount of my time and I have been left with a non usable product now for over a year.  The actual third party repair quote is only a couple grand, this is nothing in comparison to the loss use of my trailer for over a year.  

  At this point due to the poor service from both the dealer and Alcom USA being in the Equine industry, I would not recommend Frontier Horse Trailers to anyone and I am more than happy to share my video I sent to Alcom USA warranty showing the warranty defects and fails on my 2021 horse trailer.  I really like my trailer but not the customer service.  In all fairness we have given this process with BBB lots of time for Alcom USA to resolve the problem.  We will proceed with legal action if this is not resolved in some agreeable manner before the end of 2023.  We have record of all communications with Alcom USA, including the original signed off and agreed upon trailer design, the warranty claims and emails from Alcom USA warranty department, and all communications with the dealer Horse Gate Trailer Sales.  

  This is about fulfilling the warranties on my trailer with either a reputable dealer or a third party option.  I will not use the dealer Horse gate trailer sales because he has lied and stalled on the repairs.  As I mentioned to Alcom USA in September (2023) after looking into the matter further I have found that Horse Gate trailer sales has several other complaints on going, this is hugely concerning.  

  So why is my only option for these warranties to use a dishonest dealer, remember I have all of the email communications and dates from this dealer and Alcom USA and my cel records, so I have proof of no contact.

  To be honest all that needed to happen was for the dealer to fix the box liner, address both warranties, and the design questions, answer my emails and phone calls and do their job of representing Alcom USA in a timely manner and honestly.  Pretty simple customer service!

  RECAP:

  FOR THE FIRST WARRANTY AND QUESTIONS REGARDING SIGNED TRAILER DESIGN AND FINAL PRODUCT DIFFERENCE, DEALER FILED WARRANTY, ALCOM CLOSED DUE TO INACTION ON DEALERS PART. (I did not know this, till I received the warranty paperwork)

  FOR THE SECOND WARRANTY I REPEATEDLY ASKED THE DEALER HORSEGATE TRAILER SALES BY EMAIL AND PHONE FROM OCTOBER 2022 TO AUGUST 24, 2023 TO HAVE MY *** LINER FIXED SO I COULD HAUL AND MY OTHER WARRANTIES ADDRESSED.  DEALER TOLD ME IN JUNE 2023 HE'D HAVE SOMEONE TO FIX THE *** LINER, (this never happened).

  JULY 2 - AUGUST 24th 2023 DEALER DID NOT RESPOND TO MY EMAILS TILL I CONTACTED ALCOM USA SEPT 12, 2023, DEALER RESPONDED ON SEPTEMBER 13TH, 2023 I REPLIED SEPT 13TH 2023 LISTING THE WARRANTIES DEALER DID NOT RESPOND TO MY EMAIL SEPT 13TH, 2023 NOR HAS HE TO DATE DEC 21, 2023.  HE HAS LIED TO ALCOM USA SAYING HE HAS SO I WILL NOT USE HIM BECAUSE OF THIS AND THAT THIS IS TWO WARRANTIES SINCE OWNING THE TRAILER IN 2021 THAT HAVE NOT BEEN FULFILLED.

  Sorry for the caps but I am upset that I have an unusable trailer and I am being lied to, I was sold this trailer on the basis that they have great customer service and I would have no issues with anything.   Thank you for your services BBB.    

  Regards,
  T *****

   

   

  

  Business Response

  Date: 01/24/2024

  I have worked with ************** to accommodate any/all necessary repairs to her trailer, through the service & repair facility of her choosing. Our team has ensured delivery of necessary products & (repair) instructions, to the respective facility (doing the work). ************** is now going to coordinate & schedule a date/time that work best for her, to have her respective trailer repaired. Our team and the facility have all been in constant contact, ensuring we take care of ************** & her trailer. ************** has my number should anything else come up, that needs our attention. Thank you!

• Initial Complaint

  Date:06/26/2023

  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.

  I purchased a tilt bed trailer manufactured by Mission (ALCOM). The cylinder that controls the tilt function has never functioned. I have contacted them on more than one occasion, they referred me to a local representative (****). I have tried to work with representative by providing everything he asked for. Ever email ends with I will follow up on this - yet he has never followed up. At this point he is not even responding to emails. I have submitted multiple request for mission to contact me to no avail. I have a warranty that mission is not standing behind.

  

  Business Response

  Date: 06/26/2023

  Our primary concern is customer satisfaction and giving our dealers the tools to aid in any presale or post-sale needs.

  We've asked our dealer to assist in this matter as we work directly through them and ask that they help to represent us and our products in a positive manner.

  Our warranty process also is set up, so our dealers take ownership of their customers, and so we may have a well-documented dialogue. 

  This is all done on an easy-to-use dealer portal that goes directly to multiple departments.

  A plan is in place to rectify this situation and has been communicated to ************************.

  ************************ will receive the tracking number and the labor to replace said part, will be done via our partner/dealer at no cost.

   

  Customer Answer

  Date: 06/26/2023

  [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,
  
  *****************************