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:04/02/2025

  Type:Delivery 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.

  I ordered trailer February 12, was told 2 weeks at most to receive trailer, then several weeks later get a call asking how I wanted trailer built , which I went over again what I wanted, then asked why isnt trailer completed, was told 2 weeks tops, then about a week ago, I get a call again wa ring to go over how I wanted trailer built and parts were being ordered. Now more than 6 weeks and going over information on how I wanted trailer. Still no trailer and no eta. But charged deposit.

  Business Response

  Date: 05/05/2025

  We truly appreciate your feedback and understand how frustrating delays
  can be. Your order included a custom 5 ft gate, which required
  additional production time at the factory. Because we specialize in
  custom trailers, we always double-check specifications to ensure every
  detail matches your request. Our goal is to deliver exactly what you
  need, which is why we reached out multiple times to confirm your order.
  
  Unfortunately,
  the factory took longer than originally estimated, and we sincerely
  apologize for that. As soon as you chose to cancel, we immediately
  processed your full deposit refund because customer satisfaction is our
  top priority.
  
  We value every customer and strive to provide the
  best experience possible. If there's anything else we can do to assist
  you, please don't hesitate to reach out. We appreciate the opportunity
  to serve you and hope to work with you again in the future.

• Initial Complaint

  Date:12/26/2024

  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.

  I purchased a utility trailer from them after viewing the ad on the Internet the ad was misleading in that it states balanced tires and L.E.D. tail lights neither of which is true I have a copy of the original ad .when I contacted ******** he became arrogant and rude calling me an idiot and blind then he took the ad down from internet just now I do have a copy of the original ad ..I would like for them to reimburse me for the cost of L.E.D. lights and for having 2 tires balanced

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the confusion regarding the trailers description and for any frustration this situation may have caused. We take your concerns very seriously and want to address them fully.
  
  We recently identified several errors in some of our advertisements and have since let go of our previous marketing assistant, who was responsible for these listings. While most of our trailers are equipped with LED tail lights, the one you were interested in has waterproof lights, which offer similar functionality but were incorrectly described in the ad. We regret this oversight and appreciate you bringing it to our attention.
  
  In light of this situation, we offered you the option to either return the trailer for a full refund or select one at our cost that includes the upgrades you were looking for and more. We wanted to ensure you had a solution that worked best for you.
  
  Additionally, we are truly sorry if our communication with you came across as rude or dismissive. That is not the level of professionalism or respect we strive to uphold. Your satisfaction and trust are very important to us, and we are taking steps to improve our processes to prevent similar issues in the future.
  
  If there is anything further we can do to make this right, please dont hesitate to reach out to us directly. We value your feedback and are committed to providing a better experience moving forward.

  Customer Answer

  Date: 02/06/2025

  Complaint: 22729153
  
  I have reviewed the business' response and am rejecting it because: not only was the tail lights an issue also it was stated in the ad balanced tires what i would like to settle this is simply get what i paid for so for the cost of LED lights and 2 tires balanced would settle this iam guessing around $100.00 
  
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/23/2024

  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.

  This dealership "Newline Trailers" misrepresented the trailer they sold me with both the online pictures and description. The pictures Newline Trailers show online is a completely different model with a different description. When I asked them to verify the one shown online is the actual trailer I am being sold, they answered "Yes, it is the same one as pictured online." So in order to make sure, I asked them to send me photos of the one I am purchasing. (See IMG_8134) To the untrained eye the image in their advertising may look similar, there is a huge difference between the one on my invoice and the actual advertisement. I contacted the manufacture and they confirmed the construction one the model they sold me is two grades lower than the one they advertise online. Some of the material on the "Economy" brand is made from recycled material and is much thinner metal than the one advertised. Newline said it was a honest mistake but all of their ads on the Facebook Market Place are misrepresentations of the actual models they sell. I am seeking the return of my $200 deposit and ask Newline Trailers to be more honest in their advertising.

  Business Response

  Date: 09/10/2024

  ******* has no idea what he is talking about, nor did he buy a trailer from us. ******* inquired and put a deposit on a trailer we had listed on our lot (which has been refunded). The factory offers many different upgrade features, which come at a higher cost.  The wood on all models is 3/4" plywood floor and 3/8" walls, the best they make them. Some higher end models certain features are standard like a 1 piece roof, insulated ceiling, and thicker metal on the outside. These are on the high end models which alot of people custom order. Please reach out to us if we can help you order the trailer you would like. It would of course not be the same price as the model which has less upgrades nor did we tell you it would be. We never told you that you were getting all these features at that price and then tried to sell you a different model.

  Customer Answer

  Date: 09/16/2024

  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. They refunded my $200 back so no harm no foul. Did they misrepresent the trailer they were selling on the Facebook Market Place. Absolutely! It takes 2 minutes to remove the Facebook Market Place picture and replace it with the actual trailer you are selling.
  

  
  Sincerely,
  ***********************