Complaints

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• Initial Complaint

  Date:11/21/2023

  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 a trailer from ***** ***** at Sandia Trailer Sales by email on September 24, 2023 and gave them a $1000 deposit with my credit card by telephone. ***** ***** promised it would be delivered by the end of October.
  
  On November 1st I contacted the***** ***** again, because I'd heard nothing, and the promised delivery date had passed. He said the trailer would now be shipped to them on November 15th.
  I contacted ***** ***** again on November 21st and he said the trailer would now be shipped to them on November 27th.
  
  So, I told ***** ***** to cancel the order, and asked for my deposit to be refunded. ***** ***** told me he would only agree to refund half of my deposit. I reminded him that he promised to deliver the trailer by the end of October, and he asked if I'd gotten that in writing.
  
  Well, yes as a matter of fact I did get it in writing. It is in the attached email from ***** *****. Despite all of this, ***** ***** still refused to refund my deposit and told me I was annoying, and had always been annoying. How pathetic.
  
  I've contested the charge with my credit card company to secure a full refund, but need the help of the BBB to deal with this unscrupulous business.

  Business Response

  Date: 12/08/2023

  Thank you for reaching out with the complaint and allowing
  us to respond
  On September 24 of this year ***** ******* requested to
  place an order for a trailer. A very specific and specialized trailer we do not
  stock. Once agreed on price I requested a Non refundable deposit of $1000. He
  agreed with a response via email and paid the $1000 deposit on his credit card.
  Please see attached Purchase Order, NON REFUNDABLE DEPOSIT: DEPOSIT $1000
  We place the order with the Manufacturer at the same time.
  We are at the mercy of production times of the Manufacturer. I agree it has
  taken longer then estimated. The ship date continued to be moved out. I along
  with customer was frustrated. I have no control over the factory production
  times. I continued to update Mr. ******* with each extended ship date. This
  final extended update Mr. ******* requested a refund. My response was no. The
  trailer was already built and shipping within days and I would be charged for
  it. I do not want this vey specific build of trailer. Therefore my answer was
  no on a refund. That said, I told Mr. ******* I would ask if the factory would
  keep that trailer off my load and not charge me for it. The actually said yes .
  The trailer was removed from the load. I shared this info with Mr. *******,
  told him he could have his deposit back, he was very upset that I said no to
  the first request, again  I said you can have your $1000 deposit and we
  will  go our separate ways.
  The next day we received a complaint  with the attorney general.

  Today we received this.
  I am stating to you that Mr. ******* can have his $1000
  deposit back, how can we proceed?
  Pointing out, he has disputed the charge with his credit
  card, we will not contest.

  He has also asked me for the refund and HAS ALSO ASKED THE ATTORNEY GENERAL TO HELP GET HIS REFUND.
  How many refunds does he need?
  How do we get him his $1000 refund and only the one
  transaction of $1000 refund? He has not responded to the attorney general nor I.

  
  

  Customer Answer

  Date: 12/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The response from this business is littered with lies. This is the first time they have agreed to refund my deposit. During my last conversation with them, the salesman told me I was annoying and the deposit was non-refundable.

  My bank has charged this merchant back for the deposit. This process is ongoing and this merchant has still not issued a refund  

  I never agreed to make a non-refundable deposit. The document referred to was produced by the merchant, is a mess, and is unsigned and unaccepted by me. Strangely, the line that matches with the “NON REFUNDABLE DEPOSIT” actually says 153.00, not 1000.00 as claimed. 
  

  I’ve already provided the email chain proving they promised delivery by the end of October and said nothing about a non-refundable deposit. 

  I’m traveling and will return at the end of the week. At that time I will follow up with the NM Attorney General regarding my related complaint. This merchant offered to sell the trailer to me without collecting the sales tax. I think they will be interested is this  
  

  In the meantime I’m still waiting for my refund, and will keep working on this until it is received. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]