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:01/04/2023

  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.

  I purchased a Load Rite 5STARR (LR) boat trailer from ************************ in Maryland on 7/6/22. On 10/15/22, after returning home from fishing, I found an overheating wheel hub and extreme uneven tire wear on the both trailer tires. On 10/18/22 I contacted ******** in the warranty department of Load Rite and was instructed to take the boat/trailer to ****************** (***). ****** said *** too busy to take trailer now so I called ******** and offered to ***************** to their shop but she said they are not equipped for that. On 11/9/22 I dropped trailer at *** as they have been backed up and too busy to look at the trailer. On 11/16/22, *** said they are waiting to hear from Load Rite on how to proceed. I also called LR and left a voicemail but never received a return call. *** said LR is not returning their calls either. On 12/7/22, I called LR, she has not heard from *** and she will call them. On 12/14/22, 12/15/22 and 12/16/22 I called LR requesting, I literally begged for, a call back but never received one. I called *** and ****** said the last he heard from LR was a request for pictures which he sent on 12/2/22. 12/19/22, I again called LR and spoke to ********. She said she requested measurements from ***. She also suggested to me that I only call *** and not her anymore and that she will keep me updated. 1/3/23 I called *** for status. **** is unsure, ****** is on vacation in January. 1/4/23, ****** called me back. He said LR has not returned any of his calls. I have also not heard from her as promised on 12/19/22. LR has a 2 plus 3 year warranty on 5STARR trailers, details on their website.. In the three months I used the trailer, there were no more than 500 miles put on it. See attachments for pictures and trailer receipt.So here we are. No info from LR and to me, this is totally unacceptable for a business. I ask for your assistance to resolve this matter either by replacement or refund. Thank you,***

  Business Response

  Date: 01/20/2023

  *************** to the complain received  by *********************. The trailer owned by ************** is showing  tire wear. The trailer needs to be evaluated by a  dealer to determine the cause.  From what I understand, ************** is upset because the dealer he chose to take the trailer to,  is very busy and has not reviewed his issue.  This dealer is very busy with their own boat , motor and trailer service issues. Load Rite has called this dealer  and that is there response, they are swamped.  ************** will have to wait for them to get to his trailer or he can take his trailer to a different dealer. I would recommend he take it to the dealer that  sold it and set it up for him. Dealers do not like servicing products they did not sell. He really should take it back to ************************ in MD where he bought the trailer if he wants a fast response.

   

  Load Rite Trailers  in no way has denied any warranty claim to **************. There is a process required to have a dealer evaluate the issue and the talk to us about the parts required. We are waiting for this process to take place. Load Rite did not set the trailer up for the boat being used. Load Rite did not recommend a trailer for this customer. This was done between the selling dealer and ***************

   

  Thank you,

   

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

  President

  Load Rite Trailers LLC
  265 Lincoln Highway
  Fairless Hills, PA 19030

  Customer Answer

  Date: 01/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Thank you for the reply. My responses are as follows:
  
  
  1.  ******************** stated that the dealer was too busy to evaluate my trailer.
  
  I stated in the complaint that I contacted Load Rite on 10/18/2022 and was told to take the trailer to ****************** since they are an authorized Load Rite dealer. The same day I was told by ****************** that they are indeed too busy to look at the trailer, BUT,on 11/09/2022 I was told by ****************** that they could evaluate the trailer now and I dropped the trailer off that day.

  2.  ******************* recommended I should take the trailer to ******************* in Maryland.
  
  Although I was told by ******** at Load Rite on 10/18/2022, to take the trailer to ******************, I will gladly take the trailer anywhere Load Rite recommends, HOWEVER,as I noted in the
  complaint,the port hub is overheating (the original problem) and I do not believe that the hub will survive a 2+ hour trip. Please advise!

  3.  ******************* stated that Load Rite has not denied any warranty claim.
  
  True! My dispute is the complete lack of communication between Load Rite and ****************** and Load Rite and myself. Have a look at my complaint and note the number of times that Load Rite has failed to communicate with me and the dealer.

  Although I was told by ******** at Load Rite on 10/18/2022, to take the trailer to ******************, I will gladly take the trailer anywhere Load Rite recommends, HOWEVER,as I noted in the

  complaint,the port hub is overheating (the original problem) and I do not believe that the hub
  will survive a 2+ hour trip. Please advise!
  
  Now,as I stated above, I will gladly take the trailer to ***** in Maryland. The port hub must be repaired before that can happen. In order for that to happen, I request that Load Rite authorize ****************** to repair/replace the bad hub.
  
  I request Load Rites assistance in coordinating the evaluation and servicing/repairing the trailer at ******************* so that I'm not going there and when I arrive no one knows why I'm there.
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/31/2023

  It is my understanding that the dealer has finally gotten to reviewing the trailer. They have requested we replace the axles and wheel assemblies. These parts were taken to the dealer last week. These are being provided under warranty as will the dealers labor when they install the parts. Like I said. We did not reject any warranty claims. We just needed technical confirmation from a qualified dealer.

   

  Thank you,

   

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

  President

  Load Rite Trailers LLC
  265 Lincoln Highway
  Fairless Hills, PA 19030

  Customer Answer

  Date: 01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************