ComplaintsforColorado Teardrop Trailers, LLC

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought our trailer on 12/10/2022. Since then it has been repaired twice. The previous time was in October 2023 where they assured us they checked every seam and every part of the trailer (there was extensive water damage because the window fell out). We discovered our 3rd water leak in less than a year on 12/2/2023 and tried to get ahold of the company but they will not respond. We should have a warranty but no one will help us. We reported the leak immediately and did not delay. We prevented further damage by covering the camper with the tarp so more water wouldn't get in.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/4/2021 Dean Wiltshire, owner of Colorado Teardrops, agreed to buy back the trailer (and haul away) we had purchased from them for multiple safety concerns including, but not limited to, mold and failed suspension. On 8/20/2021 Dean confirmed amount of refund with me (****** *****) and I provided him with my credit union information for loan pay off with remainder of money owed to be sent to me. On 9/1/2021 after multiple follow ups with Dean, Victoria & Tyson, the loan was finally paid off. On 9/7/2021, my wife and I called Dean and were promised by him that the remaining refund owed to us, $8,424.17 would be sent in the mail by 9/10/2021 & a driver would be arranged. Neither has happened as of 9/16/2021. We have emailed all 3 aforementioned contacts & left 2 voicemails & texts for the service manager, Tyson, without response.

  Business response

  09/17/2021

  First of All,  it seems a 3rd party component (suspension) collapsed on the customer trailer that may have been caused by the customer overloading the trailer.  We have no way of knowing and told the customer we would stand by our work and could repair as the warranty suggests.  This has never happened to any of our hundreds of trailers in the past...  So, we're curious and offered to buy back the trailer.  Customer said yes, I had a driver that was going to be there to pick up the trailer (Portland), but customer was going to be back packing and therefore couldn't do it.  Please note, it is very, very rare for any RV manufacture to buy back the product for full price after being used for a year and not being able to see the trailer!  So, customer couldn't do it, check didn't arrive with driver for pick.   I called customer and understood their loan details and paid off their loan ASAP.  It took their bank a while to recognize payment.   Meanwhile, in discussions with my Attorney, they shared that I needed to get title back prior to paying and agreement signed prior to sending payment.  I told customer I'd contact them when all was in order and when I ready to send the last payment.  So, I just received title paperwork from bank and just need customer to sign agreement (NDA) and check would be sent.  Again, unheard of for vendor to buy back for full original list a product after a year, v. fixing.  We want to fully understand why this 3rd party component failed so we can be sure it doesn't happen to others.  Customer's loan is paid off in full, it's their initial deposit to be refund upon signature on agreement.  Thank you, Dean

  Customer response

  09/18/2021

  
  Complaint: ********
  
  I am rejecting this response because: Despite numerous emails and voicemails to Dean and Tyson, service manager, this is the fist contact we have had with Dean (or anyone from his office) since 9/7/2021 when we had to call his office due to no response. Again, he had agreed to send the check by that Friday, 9/10/2021 for the remaining amount $8,424.17. If Dean needed more time or needed us to sign something, he simply could have called/emailed or responded to one of our numerous emails/voicemails. As for the driver, he had said on 8/20, “I might be able to have a driver up there Tuesday 8/24. I informed him I would be backpacking but could check with Meghan, my wife, to see if she would be home. He then said, It’s ok, I wouldn’t feel comfortable taking the trailer without settling up with you first.” We were singing Colorado Teardrops praises for doing the right thing in an unfortunate situation (3rd party defect it seems - which he indicated he was getting reimbursed from the 3rd party) and then he stopped communicating. I am not sure why his company is treating a customer this way, it is very unfortunate. Once I can confirm a check in the amount of $8,424.17 is in my possession and the trailer has been removed from my property (I’m still paying for insurance on it) I will gladly close this complaint/accept his response and hopefully both parties can move on from this in a professional and positive manner.

  
  Sincerely,
  
  ****** *****

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