ComplaintsforTrailer Country, Inc.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In late November 2022, I ordered a trailer and paid in full in December 2022. It was delivered in mid January. During the delivery it lost a wheel and a tire. I have contacted the company about this issue and they have not address it nor have they returned my calls.

  Customer response

  03/15/2023

   
  Better Business Bureau:
  
  We had an issue with Trailer Country **** and it took approximately 2 months to get the issue resolve.  Yesterday 3/13/23 a wheel and tire we were asking to be replaced, that came off while the hauler was in the process of delivery was delivered. However, it took us to hire an attorney to send a letter and send emails for them to react to our issue.  They would not return phone calls, so we would reach out to different people within Trailer Country. They would tell us the tire was coming and it didn't come. The salesman told us not to use the trailer until we got the tire as it was not safe and would void our warranty. At one point they did ship us a wheel and tire, but it was the wrong size. ***** (the salesman) wanted pictures of the wrong size wheel and tire which we did email to him and still got no response from him. It seemed like every time we talked with someone, they would tell us this was going to be taken care of but it never happened. All we wanted was the correct size wheel and tire to put on the trailer so it could be used.
  Thank you for your assistance, as this was resolved as of yesterday afternoon 3/13/23 when *** delivered the correct wheel and tire.
  
  
  
  Sincerely,
  
  **** & ***********************

  

  Business response

  03/21/2023

  Better Business Bureau:
  
  We had an issue with Trailer Country **** and it took approximately 2 months to get the issue resolve.  Yesterday 3/13/23 a wheel and tire we were asking to be replaced, that came off while the hauler was in the process of delivery was delivered. However, it took us to hire an attorney to send a letter and send emails for them to react to our issue.  They would not return phone calls, so we would reach out to different people within Trailer Country. They would tell us the tire was coming and it didn't come. The salesman told us not to use the trailer until we got the tire as it was not safe and would void our warranty. At one point they did ship us a wheel and tire, but it was the wrong size. ***** (the salesman) wanted pictures of the wrong size wheel and tire which we did email to him and still got no response from him. It seemed like every time we talked with someone, they would tell us this was going to be taken care of but it never happened. All we wanted was the correct size wheel and tire to put on the trailer so it could be used.
  Thank you for your assistance, as this was resolved as of yesterday afternoon 3/13/23 when *** delivered the correct wheel and tire.
  
  
  
  Sincerely,
  
  **** & ***********************

  Customer response

  03/21/2023

   
  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,
  
  *************************

  

  Business response

  03/21/2023

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

  Trailer Country, Inc.

  
  

  
  

  We appreciate Mr.**business and are very sorry that he had an issue with his trailer's tire while it was in transit to him. We made several attempts to assist him immediately upon hearing of his issue, sadly it was not immediate resolution for several reasons out of our control. We apologize the process took a little longer than Mr. *** wanted and are glad everything is resolved and he is happy with the resolution!

  
  

  Please know we never ignored him and tried to get his tire replaced as soon as we were made aware of the issue. We were informed by the third-party transport who told us about the situation when they returned from delivering the trailer to him. 

  
  

  We notified the trailer's manufacturer immediately and they shipped him a replacement tire and wheel right away. However, when his trailer was being manufactured, they had run out of the particular size (15" 6 lug mag wheel) he ordered. So, the trailer was built with an upgraded 16" 6 lug mag wheel instead. This was really a nice upgrade that he did not have to pay for, and one we were unaware of when we requested his replacement wheel to be mailed to him. We went off of his original invoice from us that did not have the upgraded tire/wheel size.

  
  

  When the first wheel arrived Mr.** advised us the wheel size did not match what was on the trailer. We did request photos to show the manufacturer the size error so we could have a second replacement wheel sent out in the upgraded size. The 16" size was out of stock when we requested it and Mr. did not want to wait. He went to a local trailer place and wanted to have all of the tires and wheel replaced. Unfortunately, his warranty doesn't cover a full replacement set and he had to wait until his wheel was available and could be resent to him. 

  
  

  He was understandably frustrated and had his attorney send us an email. However, this email had no bearing on the situation as we were already working to resolve it. It was simply a matter of sizing and availability. If his tires/wheels had not been upgraded unknowingly during production process the resolution would have been much quicker.  

  
  

  We truly appreciate his patience and for working with us to resolve his wheel issue. We strive to provide a wonderful buying experience and to make all of our customers happy before, during and after they purchase a trailer from us!

  
  

  Thank you again for your business. If there is anything we can do to assist you further, please do not hesitate to reach out to me or the Trailer Country Team! 

  Customer response

  03/21/2023

   
  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

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased what was supposed to be a new food trailer and new equipment from Trailer Country working with *****. My trailer was supposed to be equipped with one generator and that generator was specified on my bill of sale. ***** stated the generator that was supposed to come with me was not available and he substituted it with another one. We had problems with the generator powering the food trailer from day one and had several issues that we insisted trailer country resolve. We drove six hours one way on three separate occasions to get the issues resolved, but the issue kept reoccurring. We contacted the manufacturer of the generator and they state that the generator trailer country provided us is not able to power the equipment on our trailer. I shared this information with trailer country in hopes they would do what is right and either refund us for the generator so we can purchase one that works for the load or provide us one. They did not respond. The last incident with the generator caused issues with our refrigerator and freezer causing other repairs. Mind you our freezer and refrigerator that they stated was new had issues also from day one and was falling apart as far as the key hole and other parts were concerned. We got an independent technician this time and The technician told us that the new sandwich prep station we thought was "new" as trailer country stated is in fact not new. He said there are aftermarket parts on there as proof that it was not a new item. This business is charging new prices for old and subpar equipment to unsuspecting customers and I want what I was supposed to get in the way of new equipment.

  

  Business response

  11/07/2022

  We appreciate Mrs.*** and her business. We have strived to make her a happy customer.  We have been working diligently with her, our suppliers, and customs shop for  over 2 YEARS to design, build hercustom trailer and to address and resolve any concerns she has had.  

  We only use Brand New Parts, Components, and Appliances on Every trailer we have built.  This includes Mrs. *** trailer.
  For reference, Included is a copy of the Receipt for the appliances that were purchased for Mrs. *** and installed in her trailer. This includes: The refrigerator, freezer, and sandwich prep she has noted in her complaint, as well as every other appliance on her original order and invoice from us. Please note the appliances condition are: NEW ... (her trailer was built with ALL NEW Appliances). They were ordered from A City Appliances, the largest supplier of restaurant equipment in the Southeast **************

   Regarding the generatorThe standard generator that we used prior to Covid was: ***RP12000 E. It was unavailable and discontinued when we went to order it for Mrs. *** trailer. This was discovered several months prior to the completion of her trailer. We had searched everywhere for one however none were available. We informed Mrs. *** that the ***RP12000 E was discontinued, and the supplier recommended the ************ WGen12000df as a suitable substitution. We compared the features of both generators; they are extremely comparable and have almost identical features and wattage/amperage output. Both generators were adequate with room to spare for the electric amperage of the appliances she ordered from us when she originally purchased the trailer. *See attached specs for both generators for comparison. The ************ comes with a wireless remote start controller that the *** did not have. She stated that she did not have great luck with ************ in the past, we provided her with a link to the exact generator to review. We also gave her the option to remove the generator from her order. So, she could source one she liked herself. We received an email a few days later and advising she accepted the change to the substituted generator. If she believes the *** generator would work ilo the ************ - they have the same amount of usage capabilities and therefore one is not better than the other in standard mobile kitchen use situations - *See email documentation.

  Mrs. *** has come to our concession specialist on several occasions.They have addressed and repaired everything she has noted in her complaint. Mrs.*** received her trailer in December 2020. The first repair/warranty was done July/August 2021. The generator worked for the trailer, but the switch had gone bad. It was replaced with a new switch. The Freezer and fridge key lock assembly was broken which did not affect the appliance functionality however they were replaced with new lock assemblies. The sprayer was changed to a faucet. The molding in front of sink was addressed.

  In addition, she has also had them install different items/appliances she wanted changed. Some for her preference and some were to meet her specific health code requirements that were not specifically detailed or outlined at the time of build . Each county has varying specifications. She had the gas water heater changed to an electric one. She had also damaged the trailer and had it repaired by them when it was there and had several Non warranty items addressed. When she last visited the custom shop and picked up her trailer in February 2022, she left extremely happy and even purchased lunch for the team. * See Includes documentation showing the repairs and corrections made to her unit.

  To date we have had a substantial amount of communication with Mrs. **** We have not ignored her in any way and have tried extremely hard to come to a positive resolution for her as has our custom shop.
  All appliances installed were ordered for her and were brand new at the time of installation, she was not supplied with any subpar or used Appliances or components, any warranty concerns have been resolved, and Mrs.*** had the option to obtain her own generator but she declined. We purchased a brand-new ************ Generator at her request. The reviews on the ************ are extremely high 4.7 stars out of **** reviews to date. We do not feel a refund is warranted at this time. We truly wish her the best in her food vending business.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for a custom order concession Trailer from Trailer Country Inc on 3/3/2022. For $31,080. The unit was supposed to be completed and pick up date was postponed several times. I was instructed by Trailer Country to bring my final payment /second half for $15,540 to their subcontractor/fabricator located in Eastman, Ga. Before, during the travel to Eastman even the morning of continuing on with our 3.5 hour drive from Columbia SC to Eastman GA for pick up we were never told or informed the trailer was not ready by any party. In fact, since instructing me to bring the cashiers check to the FABRICATOR to pick up they have not returned calls and have insisted they are not responsible, claim I have no warranty with them and have still forced me to only deal with their hired fabricator or subcontractor direct and have remained hands off. In the document included you will see the work not to any standard , not to code and not to the contract on the trailer that I paid for. Trailer Country Inc is 100% responsible and accountable for making this sale proper and refunding my money now the trailer is sitting unable to use or have inspected until all of the working hazards including propane , jagged , non caulked metal work, protruding screws, non stainless steel work surfaces required to be NSF rated and more are all fixed and passable ** my county which both Trailer Country Inc and Inglewood Fabricators advertise all being sold as online.

  

  Business response

  08/22/2022

  Business Response /* (1000, 8, 2022/07/06) */ We appreciate Mrs.*** and have been working diligently with her and our suppliers to address the changes and resolve the concerns she has noted. We have been trying to help her for several weeks prior to her contacting the BBB. To date we have come to a positive resolution for her and the concerns she had. We appreciate her business and look forward to working with her again in the future. Consumer Response /* (3000, 10, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) To begin with they did not work diligently and in fact didn't even respond to me at all for over 3 weeks regarding my issues. I also since needed to get the trailer re-fabricated , aluminium or replaced work redone to propane lines, waste water tank along with the aluminium counter being replaced with real stainless, and metal work inside to pass * required state and county inspection as a mobile food unit. I provided documentation of assessment before the work then after the work was performed at a local fabrication place. The counter top will now have to be removed when the awful , hideous non functioning sliding screens that were installed permanent and sides didn't slide will require all the framing to be removed and the counter top taken up again in order to make that right. That will cost me in the future another $1800. Trailer Country did call me on June 28th, 21 days ago and offered me an amount that was less than my invoice and I accepted the money (thinking some is better than none) however I was supposed to receive some paperwork the following morning and a check. However since that discussion I have again not heard from them and I've emailed and called them to see when I might receive the document they wanted me to sign or receive the "check". I'm not satisfied but something is better than nothing and that's IF it ever actually happens. It could be that they did the entire deal as a way to put off my replies to organisations that they had to reply to. Who knows. Still can never recommend them to anyone wanting a custom trailer with ANY type of fab work done to the interior.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, My name is ******* ******. I would like to file a complaint against a company located in the State of Florida. The name of the company is; Trailer Country Inc. and their address is: 10746 Land 'O Lakes Blvd. Land O' Lakes, FL 34638, their phone number is: XXX-XXX-XXXX. Their website Address is: ************************************** I live in the State of California, on January 17, 2022, while considering to purchase an equipment trailer, I found this company on the Internet. They had the trailer I was looing for. I called the company " Trailer Country Inc." in the state of Florida to order a 22Ft. / 14,000 GVW equipment trailer. We did the transaction over the phone with the sales person whose name is Josh ( no last name was ever provided during the transaction) and I made a deposit of $500.00 from a Credit card and I also sent a wire transfer from my bank account in the amount of $6995.00. The total purchase price was for the trailer was $7495.00, It took me a few days to find a company to pickup and deliver the trailer to my home in California. The trailer was picked up on January 24Th. from a place the dealership provided as a pickup address **** ****** *** ********** ** XXXXX), The dealer was In-Charge of giving the trailer and paperwork to the driver. When the trailer arrived to my home I immediately noticed that the trailer was not the one I had purchased. The trailer I ordered was a 22Ft. with a 20Ft. Deck and 2Ft dove tail, but the one I received was a 20Ft. and it was only 17Ft. Deck with 3Ft. Dove tail. I contacted the dealer several times by phone and email and all they say is that they were trying to figure out how to take care of their mistake. Since I told them that I can not use the trailer I received because of its size, they stopped replying to my emails and have remained in silence and they are not returning my emails or calls to fix the problem. Even if they pickup the trailer from my house and give me a refund , I will be losing $1200 that I paid for the transportation of the trailer from Tennessee to My home. I would like them to pickup their trailer and give me a full refund including $1200 I paid for shipping or send me at their own expense the trailer I purchased and pickup the one they sent by mistake. Is this something you could help me with? I paid $7495.00 for the trailer and $1200. for shipping. I used an online service to send a letter demanding the dealership to correct the problem on February 16, 2022 giving them 14 days to respond / take action, but my demand was ignored. I am certain they are taking advantage of the fact that I live out of state and can not afford to take any legal action in court against them , considering the transportation costs I would incur. I filed a consumer complaint online with the Attorney General website of the State of Florida on February 8, 2022, but I still have not heard back from the company who defrauded me. At his point I am not even sure that the paperwork I received from Trailer Country belongs / matches to the trailer they sent me which is just sitting in my backyard., If the information on paperwork does not match the information on the trailer, I might even get in trouble with the DMV of California if I try to register it in order to re-sell it and recover at least part of my hard earned money lost with this company. I feel like I've been a victim of Fraud by this company, and even if l lose my money, I would like to make the public aware of the business practices of this company, so other people don't have to go through the same problem. I would greatly appreciate if you could something to help me to resolve the issue I am having with this company. Thank you in advance for taking the time to review this email. Sincerely ******* ******

  

  Business response

  05/18/2022

  Business Response /* (1000, 11, 2022/04/18) */ Contact Name and Title: Jennifer A. Contact Phone: XXX-XXX-XXXX Contact Email: ****@trailercountryinc.com Mr. **** We appreciate your business and Thank you for reaching out to us with your concerns and for working with us to resolve them. We strive to provide a wonderful buying experience and to make all of our customers happy before, during and after they purchase a trailer from us! Thank you again and we look forward to selling to you again in the future. If there is anything I can do to assist you further please do not hesitate to reach out to me or the Trailer Country Team!

*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. ↩