Complaints

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• Initial Complaint

  Date:09/10/2024

  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.

  On 07/02/2024 I paid 2010 Trailer Co. a deposit of $4,000 ($1,000 more than their normal deposit) so they could procure and outfit a specific type of horse trailer in to a mobile bar. They did not buy the trailer I repeatedly asked them to and they refused to send me pictures of the trailer even after they bought it. They waited until they had completely stripped it and finished interior work to send me the original pictures they took of the outside of the trailer. When I explained that it was not at all what I wanted or asked for, the merchant gave me the option of taking the trailer anyway or she could sell it to the "next person in line" and continue looking for a trailer I wanted. I, then, asked for at least a partial refund considering they chose to buy a trailer they knew I didn't want. If that wasn't possible I asked her to go ahead and sell the trailer to someone in line behind me and continue looking for the trailer I wanted. She then decided to cut ties completely, stating she gave me options, I didn't want them so she's no longer going to do business with me. Despite me choosing one of her options. She essentially stole a trailer from me as I paid and extra deposit and the product was not delivered at no fault of my own. I have the rest of the emails but the file is too large to attach, I'll gladly upload it another way if there is one.

  Business Response

  Date: 09/13/2024

  2010 Trailer co.
  The former customer ********************* paid a non-refundable deposit of ***** for her mobile bar build, it is not for the trailer, it is for the build itself. When it came time for us to talk about the next steps of her design, she then explained that she did not like the direction it was going because of the size of the trailer.

  In our initial correspondence with this customer the build out she was wanting was going to be above her budget because she was wanting not only a bigger trailer, but custom cabinets, and sinks which is not included in our base model pricing hence larger deposit. She then explained if the higher cost was due to her wanting a larger trailer to disregard that entirely. 

  We still then tried to accommodate the customer by trying  find the things she wanted to be able to stay within her budget, and also sent her an email about having troubles finding her the trailer she originally wanted where she then continues to tell us she didn't want to wait forever to find the "perfect trailer" (documents attached above of correspondents.) She states in that exact email that a flat nosed bigger trailer was not necessary if we could find other components she wanted. 

  In her attachments, HER, responses are left out where she never asks us to continue on with her build, where she threatens that her whole mission is to destroy our business' and "enjoy" it  so her stating that, is super disappointing as a small business owner. 

  We gave the customer multiple options to ensure that she would get what she wanted and she the presumed to get aggressive with us and never asked us to move forward with her build, that all she wanted was her deposit money back (see the attached above). We then told her we were sorry that she felt that way, and that if she did not want to resolve it with us, we could go our separate ways. We decided we would not move forward with a customer who not only didn't want to communicate about the options we had to move forward positively but a customer who went directly to being hateful and lying.  She then sent several emails with vulgar language threatening to slander and defame our business online. Attached above. 
  On her dispute she wrote, =i purchased a hitch trailer and have documentation that i have NEVER received it and i have been trying to get my purchase form the merchant i do not have product
  This customer did not purchase the ********************, she put a non-refundable deposit down on the build itself, which again as noted above and in other documentation is outside of our base model and non-refundable.

   The customer never purchased the ********************, and she never attempted to proceed with us to receive the mobile bar in completion,she still technically owes us $6,200, to complete a total build price of $10,200 in which we considered to be a loss on it, considering she did not want to move forward with us. 

  Again, we are sorry this customer did not want to move forward with a mobile bar build to her liking, but, we will not stand to be slandered and defamed as a business for her fraudulent communication. It is not OK, for this customer to deliberately lie, and leave out correspondence in order to try and place the blame on us.