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Business Profile

Trailer Sales

Heartland Marine LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trailer Sales.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/02/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Dealer sold me a new trailer that was too small for the boat. They also loaded the boat too far forward on the smaller trailer causing excessive tongue weight which bend the trailer frame. I spoke to the owner, *****, originally about the issue and he agreed to sell me a new, bigger trailer for the difference in price. I was agreeable, but needed to know the price difference and make sure he had the trailer before driving 20 hours from Colorado. I have called and emailed for 2 months and ***** has yet to response. He doesn't answer calls, nor will he return calls, and no one in the store can help. I have called the trailer manufacturer, but they refer me back to the dealer. Heartland Marine screwed up, but I was willing to buy the larger trailer and travel out to pick it up, but I cannot get ***** to respond now. I have been without my boat for 2 months.

    Business Response

    Date: 08/03/2023

    I have responded to him, I told him the difference in the price, his trailer is heavy duty.  All he has to do is bring the trailer back.  I sold him a trailer that was in factory specs in weight for this boat from the manufacturer of the boat and the manufacturer of the trailer.  The problem is for some reason the manufacturer has the weight specs wrong and I went off of those specs for the proper trailer.  He confirmed this online with the manufacturer and the trailer manufacturer.  I couldn't get a hold of him and I told him to call me.  He knows exactly the price.  I left him the message. 

    Customer Answer

    Date: 08/05/2023

    Complaint: ********



    I am rejecting this response because:

    We had one conversation 2 months ago with a concept.  He has not responded to my dozens of calls and emails since.  A salesman has now called me, but still has not sent me the written details on the new trailer and cost.  I need something in writing before taking an 18 hour drive with a trailer. 

    Again, the problem is not the resolution, but *****'s lack of response.  This could have been resolved 2 months ago if he would have made a phone call or sent an email. Now I'm very concerned about an actual resolution. 



    Sincerely,


    **** **********

    Business Response

    Date: 08/09/2023

    ***** has personally talked to **** and told him what we can do and what needs to be done.  ***** is very busy and hard to get a hold of but has many employees at Heartland to help assist and resolve matters as such.  **** has talked to multiple people down here and all have told him the same thing - bring the trailer back and we will take his old trailer back in for what he paid for it and supply him a new trailer.   **** has all the numbers which include all the paperwork from his previous purchase as well as the cost of the new trailer.  Inventory changes constantly which we always have the trailer in stock that he needs which we will provide paperwork upon day of purchase.  **** just needs to come to Heartland Marine as he has been instructed and we will resolve the matter but yet he has not made the trip.  **** just let your salesman know when you are coming and we wiil take care of this matter!!!!!

    Customer Answer

    Date: 08/18/2023

    They stated that ***** contacted me and gave me everything.  ***** called me over 2 months ago and we discussed options, and he gave an indication of the cost of a new trailer in exchange for the damaged trailer.  I have called and emailed at least weekly since that original communication and ***** has not once returned a call or email.  Yes, I have spoken to other people who have all told me that I have to talk to *****.  I finally spoke to the original salesman, Ryan, who emailed me on August 5th and stated that I would have the complete details and paperwork on the new trailer by August 9th.  It is now August 18th and I still have not received a return phone call or email from him or anyone else.  Their response says that I just need to show up and they will take care of me.  I live 18 hours away and I'm not going to just show up based on my poor experience so far unless I have something in writing as to the actual trailer I'm buying, the exact cost and verification that it is actually there.

  • Initial Complaint

    Date:06/13/2023

    Type:Order Issues
    Status:
    Resolved
    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 3/11/23 I singed the paperwork for a boat. I wanted to register the boat thru the state and not the coast guard. I was told it would take about two weeks to get the title release from the coast guard. It has now been over three months and all we get is it's the government and they are slow. Or just another 7 to 10 days. The purchase of the boat will be a dock decoration at the end of the month when the current state tag expires. I or my wife have called weekly for three months. They have never been proactive and call with status updates. We love the boat, just disappointed in the dealership. We just want to get it registered in our name. However this is not possible without the title.

    Business Response

    Date: 07/06/2023

    We are working with the customer to get this resolved and he has been compensated for his problems.  

    Customer Answer

    Date: 07/07/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************************

Heartland Marine LLC is NOT a BBB Accredited Business.

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