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:04/12/2025

  Type:Service or Repair 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.

  We bought a NEW food trailer in April 2024. We immediately had several electrical issues and had to swap out all the outlets for **** outlets. We paid for a outdoor-rated outlet - and it was not outdoor rated and had to swap it. We continued to have problems. An electrician finally noticed that the main power cord coming to the circuit breaker was run thru a hole in the metal - the hole did NOT have a plastic grommet. Therefore, every time the trailer bumped - the cord pressed against the sharp hole and cut. And cut and cut. The wire had several cuts in it and we had to replace it. We paid $2,198 in electrical repairs - they reimbursed $50. And the electrician felt the only way to 100% resolve the electrical issues is to re-wire it and install a new panel ($5k). A few weeks ago -we retrieved it from storage to find the water heater did not work. We opened up the "new" rheem water heater and discovered a bent and completely crusted heater element. No way a heater element should look like that with only 4 months of use (and only a dozen events). When we looked up the part number on the heater element - it was obsolete in 1987. They obviously used an old water heater and slapped a new case on it. A new water heater is $300 - but we'll have to remove ALL the plumbing to get at it and then re-do ALL the plumbing - guessing labor will run about $2,000. So we're out of pocket on our brand new build by $4,500!

  Business Response

  Date: 04/24/2025

  We appreciate the opportunity to respond and address the customers concerns. At [Your Company Name], we take all feedback seriously and are committed to delivering products that meet quality standards and customer expectations.

  Regarding the electrical issues mentioned:
  1. GFCI Outlets and Outdoor Outlet: At the time of the trailers production, we were not informed that GFCI outlets were required throughout the unit. We installed standard outlets, as specified in the original order. Similarly, the exterior outlet provided was rated for outdoor use. No alternate specifications or upgrades were requested or noted during the sales or production process.

  2. Power Cord and Grommet: We regret any inconvenience caused by the condition of the main power cord. The cord passed our standard inspection prior to delivery. We were not made aware of any issues related to cable damage until after third-party modifications were performed. According to our understanding, the damage occurred after the electrician removed and replaced electrical components, which may have affected the original installation.

  3.Reimbursement: Upon receiving notice of the issue, we offered a goodwill reimbursement of $50 as a gesture of support, not as an acknowledgment of liability, especially given that much of the work was done independently and without prior consultation or authorization from our service department.

  4. Water Heater Concerns: We are particularly concerned by the report regarding the water heater. The water heater installed was new at the time of manufacturing. If the component inside was found to be obsolete, we would need further details and photographic evidence to investigate thoroughly with our supplier. We are not in the practice of installing used or refurbished components in our trailers.

  We understand that the customer has incurred additional expenses, and while we are not able to verify the scope or necessity of the reported rewiring or plumbing work without a formal service assessment, we are open to continued dialogue. We welcome the opportunity to review documentation and invoices for any work completed, so we can further evaluate how we might assist.

  Please contact our customer service team directly at ********************************** if youd like to continue this conversation or provide documentation for further review.

  Sincerely,

  Vimar Trailers

   

  Customer Answer

  Date: 04/24/2025

  Complaint: 23195267
  
  I am rejecting this response because: While we concede that we did not specifically state that GFCI outlets were required - we did pay for an OUTDOOR rated outlet. The outlet installed on the outside was NOT an OUTDOOR rated outlet. While we paid $200-$250? for the outdoor outlet - you offered us only $50. We did not, nor did anyone working on the electrical issues cause the issues to the main power supply cord. That issue was simply an issue of POOR WORKMANSHIP. The cord was run through a hole in the metal wall; and the movement of the trailer caused the cuts in the power supply cord. Had the hole been installed with a plastic grommet OR if the power supply cord was better secured - we would not have had further issues. The photos show the damage. We made you aware of this issue via email - but you chose to ignore us. We could not wait for your approval before fixing the issue - as the issue was critical.

  Yes - the heater element installed - photo attached - was NOT A NEW element. The photo clearly shows the damage - clearly not a heater element that was only 4 months used (at a dozen events). Further, when replacing the part - the part number ON the element was obsolete.

  We demand compensation.

  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 brand-new food truck Jan 2024. and traveled from ********** to ***** to pick it up. When I arrived in ***********, I noticed damages inside the truck. I immediately contacted Vimar from the dealership, who advised me to drive it back to ********** and promised to arrange for repairs.Upon returning to **********, Vimar sent a handyman to inspect the damage. However, the handyman informed me that the repairs were too complex for him and that the truck would need to be taken to an authorized dealer. Since then, Ive been calling and sending emails, but all Ive been told is that the issue would be escalated. I was instructed to take the truck to the city for an inspection, but the city only inspects when the truck is ready for business.I feel like Im getting the runaround. I purchased a new food truck, yet it arrived with damages, and the dealership has not taken responsibility for repairing it. I would like a refund or the repairs as I am losing money not having the truck in business.

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello, my name is *******************************. Im writing you because I was trying to purchase a trailer for the last three months with Virmar trailers.I put a deposit down of over $8000 on Wednesday, 6 March they were delivering my trailer and I actually put I think $8762 something I dont know the exact price cause I dont have the paperwork in front of me, but I think thats the exact price they got into an accident on the way to bring me my trailer from Texas Virmo team team ****** ********************* the manager I can give you his number call me at seven in the morning. Well excuse me text me at seven in the morning and said I was wrecked and it was in *****. I live in ********** I seen pictures that he sent me. I even have text messages when Im telling him I do not want a wrecked trailer. I paid for a new trailer , he told me that they were going to stop traveling it to me send it to me it was supposed to be on the trailer and it wasnt it was put by a truck they charged me $3500 to pull my trailer and wreck it. I told him I did not want the trailer because it was wrecked and I paid for a new trailer , he told me give him a minute hes gonna talk to logistics and payroll because he doesnt think that wrecked that bad I told him I dont want to trailer to pay for new price that I have to go through insurance and I didnt record and it wasnt my fault. I paid for a new trailer. You guys are not producing one. He told me dont worry about it. Ill talk to accounting And logistics and theyre going to send a truck here and you dont have to pay anything if you dont want it we sent it home now. He doesnt wanna give me my money back my deposit hes trying to make me pay for it return fee because of accident. It wasnt my fault Im not a driver I paid you guys to deliver me something and he wants me to give him 12% stocking fee And he wants me to give him transportation cost for a vehicle that they for a trailer Im sorry that they wrecked from another vehicle

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair 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.

  WE BOUGHT A FOOD TRAILER THAT WAS TO BE BRAND NEW AND WE PAID FOR ******** PLUMBING UPGRADE. THE SALESMAN ASSURED ** THEY HAD MANY TRUCKS IN ******** AND KNEW THERE WAY - AND IF NOT THEY WOULD CALL WITH ANY QUESTIONS. WE PICKED THE TRAILER UP, BROUGHT IT BACK TO ******** AND IT FAILED BY 3 MASTER ******** THAT TOLD ** THERE IS NO WAY THAT A CERTIFIED PLUMBER DID THE WORK. THE DRAIN PIPES HAS PRESSURE FITTING AND THE PRESSURE LINES HAD DRAIN FITTING AND IT FAILED BECAUSE OF THIS AND THAT THE DRAINS WERE SQUARE AND THE **** WAS INCORRECT. WE CALLED OUR SALESMAN MARUO WHICH QUICKLY PASSED US ONTO ***** IN CUSTOMER SERVICE. HE TOLD ** THEY DID NOTHING WRONG - THAT IT WAS MY FAULT FOR NOT GIVING THEM THE CORRECT ******** PLUMBER SPECS - AFTER WE PROVED TO THEM WE DID AND THAT ***** TOLD ** IF IT WAS NOT ENOUGH THEY WOULD CALL ** WHICH THEY NEVER DID. NOW BACK IN ******** WE FAIL AND THE ENTIRE SYSTEM HAS TO BE PULLED OUT NO PARTS WERE ABLE TO BE SAVED AND THE ESTIMATE INCLUDING BOTH INSPECTIONS WAS $2,000. THEY ASKED FOR ALL THE INVOICES AND INSPECTIONS AND TOLD US THEY WOULD TAKE CARE OF IT. WEEKS WENT BY , WE CALLED AND WAS TOLD THERE WILL BE A MEETING - AFTER GETTING NO WHERE - I FOUND ONLINE THE NUMBER TO THE ******* A WOMEN ANSWERED AND NOT 20 MINUTES LATER WE GET A CALL - THEY TOLD ** THEY WOULD ONLY PAY $300 SINCE THEY CAN DO IT IN ****** FOR $300. I AM IN ******** WITH 3 MASTER PLUMBERS TELLING ME THEY WILL NOT TOUCH IT FOR LESS THEN $1300.00 WE ALREADY SPENT $700.00 - WE WANT OUR $700.00 BACK ! WE SHOULD OF NEVER HAD TO PAY THIS OR GO THROUGH THIS

  Business Response

  Date: 01/29/2024

  Hello,

  We already sent Refund to client last month.

  Thanks

  Vimar Trailers

  Customer Answer

  Date: 01/29/2024

  Complaint: 21132804
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 02/14/2024

  Complaint: 21132804
  
  I am rejecting this response because:

  
  They owe $500 they sent a partial and I want a full refund- we were out of work for months - I want the refund total what I had to pay the plumber - we paid almost 300 in the very beginning for them to do the correct job  in ****** and they did not do the job right we had to spend $2000 and Im only asking them to pay back 1500 and theyre only paying 1000 and Im not satisfied with that.
  
  Regards,
  
  ***********************