ComplaintsforAction Trailers

• Initial Complaint

  17/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a tow doly from action trailer and when I went to put my van on it, it was too narrow for my van to fit. When I went back the manager had a look at the picture of the dolly and said it was ther mistake and they would take care of it. A few days later I got a text from them sating that there was a 20% return fee I was never told about the fee I sent them an text and they said that was their policy and that was the way it is all I wanted for them to apply the amount that I paid so I could get one that fit.

  Business response

  17/07/2023

  Good afternoon ******, were are sorry that you were not satisfied with our offer to re-purchase the used 2013 tow dolly back from you. Your complaint is not 100% accurate, as you wished to return the tow dolly you purchased from us 3 months ago, and our standard policy is that as soon as a trailer leaves the lot, the trade in evaluation is minimum 20% off the purchase price. Our initial response when you outlined you wanted to return the trailer after you have had it for 3 months, was that your best option was to sell the trailer privately, as we do not typically buy back used trailers again. But you decided to come into the dealership, in which you requested to speak to the owner and the owner had reiterated that your best option was to sell the trailer privately, to avoid taking a 20% loss. After speaking with him, you still requested us to send you a final estimate, in which we did on the difference to purchase a new tow dolly, and then we spoke to you on the phone after this was sent over via email, to go over the estimate, which was exactly what was told to you in person. There was never a mistake or any sort of misrepresentation of the product, and we are really surprised to see this complaint come through, as we went over this several times with you via phone, email and in person, which we have records of. 

  Customer response

  20/07/2023

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an enclosed cargo trailer from Action Trailers. In my order process I requested a color by referencing a trailer on their website. I spoke over phone with the sales rep and confirmed the color with them, in order to match the color of my truck. Last week my trailer came in. Upon arriving to pick it up I realized they had ordered me the wrong color. It was not the color I had referenced or discussed. When I took the issue to the office the sales rep said it was the color written on my invoice and based on the way their system used to be set up, they had no way of knowing what color I had requested. Their resolution was an offer to order the trailer I had requested but that it would cost anywhere from $500-1000 extra and the cost of transferring ownership over again. They took zero responsibility. I'm now left trying to find a solution whether it be vinyl wrap ($1000-2000) or painting the trailer. Its important that my company vehicle looks unified and professional to my client base.

  Business response

  15/03/2022

  Business Response /* (1000, 8, 2022/03/03) */ To Whom it may concern We have received the complaint report regarding ********* experience with us at Action Trailers. ******* ordered an enclosed trailer through us and his complaint is that the trailer was the wrong colour, we have the following records with him Sept 7 2021, 12:15pm Original contact from ****, sent in lead from ****** referencing a Silver trailer (see attached, ************ ****** lead) Thu, Sep 9, 2021, 3:03 PM First Quote Sent to ****, for 6x12 Haulin enclosed trailer , silver in colour (see attached, ************ Original Quote) Sep 11, 2021, 9:36 AM Final Bill of sale sent to ****, referencing all options on trailer, colour, and out the door price (see attached, ************ Final Bill) When the customer arrived to pick up trailer, he mentioned it was the wrong colour and wanted charcoal. On all paperwork , and original contact with the customer, Silver was documented as the colour. With all the paperwork showing this, this trailer arrived in silver. A discount on parts was offered when the customer arrived out of good will, even though all the documents and emails referred to silver as the exterior colour and this discount was declined. The sales rep did offer to re order the trailer for the customer, however due to the volatility of the market with regards to pricing from manufactures, the trailer price had increased. This was stipulated on the bill of sale with a pricing disclaimer that the customer agreed upon when he ordered the original trailer and understood that the price could be subject to change based on the volatility of the market and our manufacturers. To reiterate, the customers paperwork showed silver, and was never mentioned to the sales rep that the colour on the paperwork was wrong. So silver was ordered. Regardless we apologized to the customer, but at the end of the day we have ample documentation that the customer received and agreed upon with the colour of the trailer that was delivered. We understand errors can occur when ordering any type of product, but there's also onus on the customer as well as the dealer to make sure the documentation is correct and in this case, everything that was discussed over email and on ALL invoice's reflected silver and that was the colour of trailer that was delivered. When the customer came for pickup, he left accepting the trailer that was ordered on his invoice and now we received this response.

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a 23'by 7' snowmobile trailer in march 2021 for $13000 plus tax. I put a $1500 deposit down on march 5 and the sales person told me good thing you're locking in this price, with pricing expected to rise in the future with supply and demand. They said the trailer would arrive in Sept. 2021. I just picked up the trailer up dec 3/ 21. With an extra cost of $688 added to my bill. ( for unexpected manufacture cost) There is no disclaimer on my original receipt that says the price may go up in time. The deposit in march with my remaining balance showing is what I'd expect to pay when picking up my trailer. They offered my $1500 deposit back and they would sell the trailer at a higher price if I didn't want to pay the $688 increase. I did not accept this as I can't wait another year for a trailer. I need this trailer that I ordered in march 21. But at the original price it was agreed upon. 3 days before picking up the trailer I talked to the sales guy I dealt with who said yes I did tell you in march that was the final price.

  Business response

  18/01/2022

  Business Response /* (1000, 5, 2021/12/21) */ Were sorry for your frustrations we have caused you *****, we do value your business and did not expect to see this complaint as we spoke prior to your trailer arriving that the manufacturer's were no longer honoring any of our sales contracts. As mentioned this has been extremely frustrating and overwhelming for us as a dealer, as all of our suppliers have now gone against their word to protect our sold orders with the surge in materials and freight that has been going on in this pandemic. We as a company have taken a major hit on every order we have in our system and solely increased the cost to break even on the deal to continue to operate. We do have disclaimers that prices are subject to change online and we did offer you a full refund if you did not want to pay the increased cost, as we wanted to be fully transparent with what's going on during this pandemic. We pulled out all of our profit on your past due ******* sled order to help you out as we don't feel right by making a profit, even though this has been out of our control. As we mentioned we did not give you the substantial price increase that our website reflects and offered this trailer to you at our cost. On top of this you received a 24'' diamond plated kick plate interior pkg which was over $981 that was not charged to you. Please give us a call to chat further if there is any other issues or concerns you have *****. Consumer Response /* (3000, 7, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I received that $981 package for free. That's what was expected as the sales person told me that was included in the original price, in March. I've never been on a website to view a disclaimer and still can't find it. When a sales person tells me a final price in March and I put a deposit on that order. That's what I'm expected to pay. I couldn't accept $1500 deposit back as I waited for trailer for 10 months and can't wait for another. Poor way for a company to do business. You should be charging your salesman that did this order with me, For his screw up. Not my problem! All these issues with this order has to do with your employee that I bought this from. Obviously wasn't educated enough how action does business, and even went on to tell me that it's not the right way to do business.

*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. ↩