Complaints

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• Initial Complaint

  Date:06/09/2025

  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 am filing this complaint regarding a trailer I purchased from Black Rhino Aluminum Trailers a little over a year ago. After a period of normal use, the trailer began to show signs of structural failure. Upon inspection, it became clear that the welds were poorly done and the trailer was not built to a reliable standard. Additionally, the fender wall had came undone, which further highlights the poor quality and construction of the trailer. They had also refused to fix this, though I had to go back and forth on the matter and did not compensate enough for the job.
  
  When I contacted the company about the issue, they claimed the damage was due to “misuse” of the trailer. However, we have used the trailer only as intended and within normal operating limits. I believe the failure is due to substandard manufacturing and not any fault of our own.
  
  Given the nature of the issue and the relatively short time we’ve owned the trailer, I am requesting that the company accept a return of the defective trailer and issue a credit that I can apply toward the purchase of a different trailer.

  Business Response

  Date: 07/01/2025

  We've reviewed *** ******* complaint, photos of the damage, and the trailer itself. The welded areas that had exhibited some cracking (mainly the rail system) consistent with excessive pressure put on the rails that it was not designed for. In review & inspection of these welds, it was evident they were penetrating, quality welds.  There was further evidence of marks on the rails that would indicate either someone had tied off to the rails or hit the rails while loading equipment. Again, the damage was consistent with misuse of the rail system.

  Additionally, the fenders were also damaged due to direct contact with them while loading & unloading. Both of these damage points are rare & unusual. 

  However, in good faith, Black Rhino repaired these damaged points at our cost in our factory for *** *******. We stand behind all of our products and will continue to do so.