Complaints

This profile includes complaints for Syracuse Trailer Sales, Service, Leasing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Syracuse Trailer Sales, Service, Leasing, Inc.

  1912 Central Ave Albany, NY 12206

• 

  Syracuse Trailer Sales, Service, Leasing, Inc.

  6495 Transit Road PO Box 414 Depew, NY 14043

• 

  Syracuse Trailer Sales, Service, Leasing, Inc.

  3496 Court St Syracuse, NY 13206

• 

  Syracuse Trailer Sales, Service, Leasing, Inc.

  20 Transport Drive Rochester, NY 14623

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:03/12/2025

  Type:Billing 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 took my 26-foot box truck to STS for repairs due to a stuck left blinker and a check engine light. The shop had my truck for an entire week with minimal communication. I had to repeatedly call for updates. When they finally called, they informed me my truck needed a new control module, costing $3,000. This was an unexpected expense, but after a week out of business, I had no choice but to pay.
  
  When I picked up my truck, I immediately noticed the check engine light was still on. I called STS but received no answer. The next day, I spoke with an employee named Matt, who was rude and dismissive. He claimed I “brought it in that way” and that I didn’t “specifically” request they fix the check engine light. This makes no sense—I trusted their diagnosis and expected a full repair, especially after paying thousands of dollars. At no point did they inform me the issue remained unresolved or ask if I wanted additional repairs.
  
  From the beginning, I asked if the stuck blinker was related to the check engine light, and they told me they wouldn’t know until they diagnosed it. After a week of waiting and paying a significant amount, I expected my truck to be fully repaired. Instead, I was left with the same issue, a huge bill, and unnecessary downtime.
  
  STS failed to communicate, failed to properly repair my truck, and failed to take responsibility for their poor service. Their lack of professionalism and failure to address the issue in a timely and transparent manner has caused financial loss and frustration. I am requesting a resolution, whether in the form of a refund or completion of the necessary repairs at no additional cost. Businesses should not have to suffer due to negligence and dishonesty.

  Business Response

  Date: 03/25/2025

  Thank you for the opportunity to respond to this matter.
  

  The truck in question was dropped off at our STS Syracuse
  location. The customer’s stated concern at the time of drop-off was that the
  right-hand turn signals would not shut off. We diagnosed and repaired that
  issue as requested. At no time during the intake process or repair period did
  the customer request a diagnosis of the check engine light.
  

  Following the repair and return of the truck, the customer
  called and asked why the check engine light had not been diagnosed. He was
  informed that we were not made aware of that issue at any point and therefore
  did not investigate it. We do not perform additional services unless the
  customer specifically requests and authorizes them.
  

  During a phone conversation with our employee, Matt, the
  discussion became heated. Matt explained our diagnostic process and clarified
  that we only diagnose issues brought to our attention. Ultimately, the call was
  ended when the conversation became unproductive. Our service manager, Mike,
  later spoke with the customer on Tuesday, March 19, 2025, to discuss the
  situation further. Mike expressed that we would be happy to diagnose the check
  engine light if the customer was willing to bring the truck back in and
  authorize the diagnostic service. The customer agreed to do so, but as of the
  date of this response, he has not returned with the truck or followed up
  further.
  

  We understand the importance of clear communication and
  customer service and regret that this situation led to frustration. However, we
  believe we fulfilled the originally requested service and were transparent
  about our diagnostic and repair policies.

  The customer requested a very specific repair, we completed
  the repair professionally and in a timely manner and remain ready willing and
  able to serve this customer if additional work is requested.

• Initial Complaint

  Date:09/29/2023

  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 2020 *** trailer from Syracuse Trailer in Albany, NY. I picked up the trailer at *** trailer in Alliance, OH and brought it to Syracuse for inspection and for paperwork to register. Syracuse Trailer put an inspection sticker on it with a faulty tire. I had to purchase a replacement and was promised to be reimbursed by the salesman, Greg M*****. I still have not been reimbursed. I brought the trailer home and went on vacation. The first time I attempted to load the trailer on August 3, 2023, the brakes overheated and began smoking. I took it back and they replaced the S-cams. I took the trailer and it overheated again. I took it back to them and they changed the slack adjusters. I picked it up and it overheated again so I took it back and they changed the brakes. I took it home and it overheated again so I took it back and they found a clogged airline and replaced the ABS valve. I picked it up and this time only one wheel was overheating, so they changed a wheel bearing that was no good. They welded broken crossmembers that had been like that since I picked it up. I finally tried hauling a load on September 20, 2023 and traveled to New Hartford, NY (approximately 100. miles) and three of the four hubs and wheels were too hot to touch. The fourth was ice cold. Since this time I have tried repeated to reach Greg M*****, the salesman and most recently Nick J*****, one of the owners. The salesman that sold me the trailer is actively avoiding me by refusing to take calls. I am not able to get a resolution from them.

  Business Response

  Date: 10/16/2023

  Please note attachments uploaded are only a portion of the attachments as there was an issue with the BBB attachment uploader. In response to the complaint please find a timeline with the
  actions that were completed by STS below. While we are considerate of the needs
  of our customer, we engaged the OEM who the trailer was purchased from to
  remedy the issue as expeditiously as possible. As you will see from the
  timeline below and related attachments we have been working through the
  diagnosis and repair process in close collaboration with our OEM vendor. Date Notes May 2023 Around May
  2023, ***** C*** called STS salesperson, Greg M*****, about a used 2020 53’
  step deck trailer that was advertised through *** Trailer Sales and asked If
  Greg could sell it to him being that they had done business before. 
  Greg contacted ***** ******* at *** ******* ***** and had the specifications
  and our pricing sent. While discussing, ***** told Greg it was a nice trailer
  and had been through the shop having new brakes, and additional parts
  installed and a fresh FHWA. Communication in Attachment #1, email with
  subject line of 2020 *** 53' STEPDECK W/ 17.5 RUBBER June 2023 Once pricing
  was agreed to, the deal with ***** **** was closed and STS received payment
  on 6/21/2023 and ***** picked the trailer up at *** in Alliance, OH. Deal
  paperwork attached as Attachment 2. 6/30/2023 After picking
  up, ***** called Greg about getting the NYSI completed in Syracuse on his way
  back from OH.  Greg called our Sr. Production Manager in Syracuse, Barb
  M****, arranged the inspection and it went as planned. Repair Order attached
  as Attachment 3. 7/14/2023 The following
  day or a few days later, ***** called and sent pics of a dry rotted tire that
  was on the trailer. Picture attached as Attachment 4. He stated he noticed
  the tire was soft during his pre-trip inspection. Greg agreed to replace the
  tire. ***** purchased 3 tires and sent Greg the invoice, which Greg told him
  STS would charge one tire to another trailer that he had sold and get *****'s
  money reimbursed, but it may take a bit.  End of July 2023 Around 10
  days later, Greg received a call from ***** stating that after ***** loaded
  the trailer, that the hubs were smoking and too hot to touch. Greg is not
  sure how far ***** traveled before noticing. Greg told him to bring the
  trailer to our Albany facility and we would see what was causing the issue.
  The trailer was then worked on and picked up by *****. After picking the
  trailer up, ***** called again stating the hubs were still hot.  8/4/2023 Greg reached
  out to Bryan M****** at *** with our ****** ******* Manager, Joe F******,
  copied. Email notified *** that a unit we purchased in June that went
  directly to the customer had finally been registered and the customer had
  picked up his first load and brakes kept heating up. Email attached as
  Attachment 5. 8/9/2023 The unit was
  pulled into Albany shop for estimation purposes. Joe F****** estimated to
  replace the S-cams and wheel seals. Email to *** as we were seeking to be
  reimbursed as the unit was made available for sale originally by *** ******* *****. Email attached as Attachment 6 "*** unit: *****". 8/10/2023 Brian
  W******** with *** responds to the estimate and pictures sent and approved
  the initial estimate. Attachment 7 "EXTERNALRE *** unit *****" 8/21/2023 Customer made
  our ****** ******* team aware that the brakes are still heating up. Email
  sent to *** stating that the unit is still having the same problem and we
  request the units “Build Sheet” to confirm all parts are correct. Attachment
  8 - "RE EXTERNALRE *** unit *****". 8/21/2023 Bryan M******
  with *** responded with build sheet. Attachment 9 - "RE EXTERNALRE MAC
  unit *****"  8/21/2023 Email back to
  Bryan to confirm we see all the correct parts as per the build sheet and that
  we need to contact our tech support team to continue diagnosis. Attachment 10
  - "RE EXTERNALRE *** unit *****" 8/21/2023 Internal
  email sent to STS Service Team requesting help on furthering diag of *****
  **** unit. Attachment 11 - "Need Help" 8/21/2023 to 8/22/2023 Phone calls
  received from **** ********* (*** ********* ******* *******)* **** ********* ********* ******* ******** and ***** **** ********* ********* * ******** ******** regarding tips to diagnose problem. Most suggestions were geared
  towards checking air valves and air lines which we did. 8/22/2023 Joe F******
  received an email from ***** **** and went through his suggestions. After
  none panned out ***** **** called and ********* with Joe at the unit to
  review the brake hardware. ***** determined that the hardware was
  incorrect. He said he had seen this with other *** and ******* trailers in
  the past where you need to use rollers from 2 different brake kits to close
  the gap from the roller to the cam shaft. 8/22/2023 ***** *******
  installed brake hardware as per ***** ****** recommendation and the unit goes
  back together. Tested the wheels and they are spinning freely without
  friction so once again we think we have it fixed. Invoice sent to *** with an
  explanation of work performed. Attachment 13 - "RE *** unit *****" 8/23/2023 ***** picks
  the trailer up and calls back after 2 hours stating the rims are heating up
  again.8/24/2023 Trailer is
  back at STS and the attached email is sent to MAC. Attachment 14 - "RE
  EXTERNALRE *** unit *****" 8/24/2023 Conference
  call is had between Joe F******* **** ****** ******* **** ***********, Brian
  W********, and Bryan M****** from ***. *** decides that we need to replace
  the Slacks and perform a test on the ABS to see if the ABS valve is working
  properly. Joe requested the parts from STS's Albany Parts Counter
  Salesperson, Joe R***, who was provided a 4 week lead time from *** Parts.
  Joe sent the attached email to everyone requesting that they find me the
  parts if possible. Attachment 15 - "RE EXTERNALRE *** unit *****" 8/25/2023 Joe F******
  sent *** pictures of the slacks so they can locate the parts….they find them
  and order them for us. Attachment 16 - "Re EXTERNALRE *** unit
  *****" 8/28/2023 *** states
  they found the slacks and will send them to us. Attachment 17 - "RE
  EXTERNALRE *** unit *****" 8/29/2023 Slacks are
  replaced. ***** retrieves unit and reports back that issue is still
  occurring. 8/30/2023 Another
  conference call with *** was held to discuss and as unit had been reviewed
  and discussed by numerous subject matter experts at our dealership and the
  OEM-level, at that time the consensus that there may be a problem with the
  tractor and not the trailer. Email sent to *** outlining all repairs made to
  date. Attachment 18 - "RE EXTERNALRE *** unit *****" 8/30/2023 It is
  determined that ***** has used different tractors to haul the trailer so its
  surely not a truck problem. Greg M***** and Joe F****** visit ***** at his
  yard where the trailer is and they were showed how the brakes are locking up
  still. 8/31/2023 Trailer is
  back in Albany. 8/31/2023 *** **** from
  *** gets involved. He believes its something in the service line or service
  valve. ****** ******* has several phone calls to discuss and *** requests
  that STS inspect all the air lines again, inspect the screens on the air
  valve and possibly replace the ABS module. Attachment 19 - "RE
  EXTERNALRE *** unit *****"9/1/2023 Email sent to
  *** after ****** ******* performed the work he requested. STS finds a clogged
  screen to the ABS air valve. ****** ******* cleaned the screen as per Rob’s
  instructions. ****** ******* also replaced the brake shoes and drums due to
  the excessive heat they had taken. Email attached as Attachment 20 - "Re
  EXTERNALRE *** unit *****" 9/1/2023 *** is
  satisfied that the problem is fixed after we clean out the valve and replace
  the brakes. ***** retrieves the trailer. 9/5/2023 *****
  notifies us that the problem is still occurring, brakes are heating up. Email
  sent to *** at MAC. *** confers with ***** ********* and ***** M****** and
  they decide to have us replace the ABS Module. Module is ordered and *****
  will bring the unit down once we receive the module. Attachment 21 - "RE
  EXTERNALRE *** unit *****"9/7/2023 ***** brings
  in trailer to have ABS Module replaced. ABS Module is replaced and while
  ***** is waiting ***** shared with Joe F****** some other concerns he has
  with the trailer. Joe saw a broken weld on a cross member in the rear and a
  broken weld on the right side rail. Those issues are reported to *** and
  ****** ******* received approval to make those repairs as well. 9/7/2023 While *****
  was on-site at our Albany facility, he spoke with Greg about trading the
  trailer in and buying a different unit from STS. ***** gets upset that he’s
  told in order to trade the trailer in he must buy another trailer from us.
  STS did not have any trailers in stock that would match the *****'s
  specification (trailer needed  17.5 inch wheels) so he turns down the
  offer to trade the trailer in. *** responded while ***** was on-site that
  they approved STS to repair the broken welds as well. ***** decided to leave
  the trailer in Albany for the next week while the welds were being repaired
  since he was going on planned trip to the west coast and would not need the
  trailer for a week. 9/15/2023 Trailer is
  complete again. Invoice is again sent to MAC. Attachment 22 - "Final
  invoice for ***** **** trailer" 9/25/2023 While Joe
  F****** was out of the office on vacation, ou* ****** ***** *** ******* Administrator, ***** *******, emailed Joe stating that ***** came to the
  office and is upset about being ignored. Joe sees email when he returned from
  his vacation. 9/27/2023 Nick J*****,
  Sr. Director of Finance & Operations, receives an email from ***** ****   regarding the issue. Issue is escalated to ***** J*****, President/CEO same
  day as he oversees the Trailer Sales department. 9/29/2023 ***** follows
  up with Nick J***** who speaks with team internally and ascertains that *****
  was provided an update by Greg M****** Email for 9/27 and 9/29 - Attached as
  Attachment 23 - "RE_ _EXTERNAL__2020 *** Trailer" 10/2/2023 Greg informs
  Joe F****** that the unit is back in Albany. Only 1 mechanic was on-site that
  day and Joe continued working to resolve the issue with MAC. 10/3/2023 Attachment 24
  - "***** **** *** Trailer". Email sent to *** at *** looking for
  guidance on next steps. Joe F****** outlined all previous work performed. ***   responds asking if the tractor could be the problem. 10/3/2023 Joe F******
  speaks with **** ********* (WNY Technical Service Manager) and he coming
  travelled from STS' Rochester Facility with his Lead Technician to assist
  with the issue. 10/4/2023 **** ********* and his tech looked at the trailer and determined that the wrong
  slacks were provided by MAC. Plan is to replace the slacks again, s-cam
  bushings, brake shoes and hardware, and brake cans. 10/4/2023 Attachment 25
  - "RE EXTERNALRE ***** **** *** Trailer". Plan emailed to *** and
  requested assistance on getting parts here faster. 10/5/2023 Joe F****** -
  called ***** to let him know STS finally had a plan to resolve the issues
  including the parts we are replacing and the timetable on receiving said
  parts. 10/5/2023 Parts are
  ordered from *** and alternative paths are sought to expedite the process.
  Earliest *** could get parts to STS Albany is 10/11 and no other viable parts
  sources are found. In addition to the data that has been shared. STS has kept
  ***** **** apprised of the repair process throughout the timeline above through
  constant communication and reviewed the work along the way.  

  Customer Answer

  Date: 10/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards, 
  
  ***** ****