ComplaintsforIsland Coast Trailer LLC

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First, when I spoke with the gentleman by the name ***** he gave me an oral estimate for the replacement of a torsion axel for my boat. He stated that it will cost me around $1,200. Then he called me to the office to give me a new estimate for the replacement for the amount of $1,664.60. I was a little upset with the new estimate but I agree. He required me to upfront half of the $1,664.60 to pay for the axel. It was $832.30. Then when the boat was ready for pick up he calls me to tell me that he installed the axel and that he had another estimate, $1,944.16. Which I complained to him. He said that he will no allow me to pock the boat unless I pay the full amount. I told the guy that I will file a complain he just laughed And threatened to charge me daily storage if I didnt pay and pickup the boat. So I decided to pay first and file the complaint later.

  Business response

  04/30/2024

  CUSTOMER CONTACT:
  

  Email: ************************
  Phone#: ************
  ISLAND COAST TRAILERS CONTACT:
  Email: ******************************* 
  Phone#: ************
  
  March 13th, 2024 - 
  -Customer brings in an older EZ Loader ******************** with a nonfunctioning axle for us to measure for a replacement.
  -Island Coast Trailers states that we must do research on the axle, as it is of unusual size
  
  March 29th, 2024 - 
  -After ~2 weeks Island Coast Trailers sends the Customer an estimate ($1,664.60) of the previously mentioned axle and hubs with no labor quoted, as Customer did not state that ***************** would be doing the installation when requesting a quote.

  
  April 2nd, 2024 - 
  -The Customer responds agreeing to order the axle through Island Coast Trailers with an estimated 1 week arrival time. 
  -Island Coast Trailers responded with the need to put down a deposit on the axle of half the amount, in order for the axle to be put on order.
  -Customer agrees to put down half the amount as a down payment, and subsequently pays the amount of ($832.30) through Shopify.

  -[SEE SHOPIFY RECEIPT #1-1211]

  -[1:55 PM] Customer states, after payment, that he would like to schedule an appointment for the 16th of April for Island Coast Trailers to install the axle.

  -Island Coast Trailers orders the axle with an estimated 1 week delivery.

  
  April 16th, 2024 -
  -Customer drops the ******************** off at the appointment time and signs our Anti-Theft Release of Liability.
  -Island Coast Trailers explains to the Customer that an estimate would be sent out with the added cost of labor to install the axle.
  -Customer requests that ***************** quotes out the price on the axle replacement, lights, wiring, and the replacement of all the faulty hardware along the frame.
  

  April 17th, 2024 - 
  -Customer calls ***************** to once again request his estimate, as Island Coast Trailers had not sent it out yet.
  -Island Coast Trailers responds with a 1-3 day timeframe to get the estimate and work done for the Customer.
  
  
  April 18th, 2024 - 
  -Customer calls ***************** to check on the progress of the estimate, and to remind Island Coast Trailers of their end of the week promise.
  
  Morning of April 19th, 2024 - 
  -Island Coast Trailers sends the full estimate [LISTED AS INVOICE#******* AS PAYMENT WAS ALREADY RECEIVED PRIOR] with all of the Customers requests (faulty frame hardware, lights, wiring, axle, and hub installation.)
  -Island Coast Trailers states that it is generally not recommended to put that much time and money into an older trailer nearing the end of its lifespan in order to repair the faulty hardware.
  -Customer states that he would like to just do the axle installation with Island Coast Trailers.
  -Island Coast Trailers sends the customer the total price with the four bolts, and miscellaneous shop supplies, along with the labor cost associated with the repair of the axle and the axle only. 
  -[ISLAND COAST TRAILERS NEGLECTED TO ORIGINALLY QUOTE 2) BEARING BUDDIES TOTALING TO $32 PLUS TAX]
  -The Customer responds with some confusion over the total price, as they thought the $1,664.60 amount included installation (THERE WERE MULTIPLE VERBAL REMINDERS THAT LABOR COSTS ARE SEPARATE FROM PARTS COSTS).
  -Island Coast Trailers sends out Invoice#******* updated to show the price of just the axle installation at $1,910.08. 
  -[ISLAND COAST TRAILERS NEGLECTS THE BEARING BUDDIES]
  -Island Coast Trailers responds with an explanation of the added labor and parts for installation, along with resending any documents associated with this transaction, to ensure the customer is aware.
  -Customer gives the all clear and tells ***************** to install the axle and ignore the rest of the repairs quoted out (the aforementioned lights and wiring/faulty hardware replacement).
  -After the Customers all clear, ***************** confirms that the Customer is only willing to do the axle repair and nothing else. The Customer states that he is still confused on the price and will attempt to negotiate a better price upon pick up of the trailer but gives the all clear on the axle repair.
  
  
  Afternoon of April 19th, 2024 - 
  -Island Coast Trailers finishes the repair on the trailer and contacts the Customer to let them know that the ******************** is all ready to go.
  -Island Coast Trailers sends the completed invoice with the previously missed bearing buddies added, and no other unexpected extra costs for a total of $1,825.50 plus tax at $1,944.16.
  -Customer enters office stating he will only pay the previously established $832.30 remaining balance from Estimate#*******, which states that the price is exclusively for the ***Loader Torsion Axle for 72" Frame 88" Hub Face and 2) 3.5K Hub Kits with no mention of installation, hardware or miscellaneous shop supplies necessary to repair the axle.
  -Island Coast Trailers states that there was no labor or extra parts listed on Estimate#*******, and that they were later included on Invoice#******* with the total price of $1,825.50 plus tax and minus the $832.30 already paid and customer had agreed to.
  -In response, ***************** offers the alternative of refitting his old axle onto the trailer and returning the trailer and axle to him without any labor involved.
  -******** states that he refuses the price and does not want Island Coast Trailers to reverse the work they have done, and that he will be in contact with his lawyer.
  -Island Coast Trailers informs the customer that they will not be allowed to retrieve the trailer unless they pay the previously established bill [INVOICE#*******] for the repair.
  -Customer states that the boat and ******************** will remain on Island Coast Trailers property until the court case has been resolved.
  -Island Coast Trailers informs the customer that any amount of time (not previously agreed upon for the repair) that the boat and trailer spend on our property is subject to storage fees.
  -Customer leaves ***************** office stating that we will hear from his lawyer.
  
  
  Evening of April 19th, 2024 - 
  -Customer returns to ***************** agreeing to pay his outstanding invoice and retrieve his trailer.
  -Customer pays the total amount of $1,944.16 ($1,825.50 plus tax) minus the amount of $832.30 that the customer had previously put towards the axle on Shopify.

  -[SEE SHOPIFY RECEIPT #1-1306]

  -Customer states that he will be putting in a complaint towards us through the BBB, and that we will be in contact with them soon.
  
  END OF INTERACTION

  Customer response

  05/01/2024

   
  Complaint: 21600466
  
  I am rejecting this response because:
  First of all, ************* gave me a verbal estimate of aproximate $1200 for the replacement, he asked me if I wanted to installed and I told him not, I told him that I didnt now how to do that. So we agreed to bring the boat with the trailer to see if he had the torsion axel. By the time I took the boat and trailer to his shop I researched the price of such torsion axel at a shop in ***** with the price tag around $650. So he gave me an estimated cost of the job which was higher than the verbal estimate by $400. I didnt complained because I needed right away. So why he is charging $1,944.16 when the price of the torsion axel doesnt cost half of what he charged me. If he can provide me with the purchase receipt of the torsion axel with the price $1425.00 from his supplier, I will drop the complaint. 
  Sincerely,
  
  *************************************

  Business response

  05/13/2024

      Island Coast Trailers acknowledges receipt of the complaint filed with the Better Business Bureau regarding the pricing of the axle repair for the ***Loader trailer. The company appreciates the opportunity to address the concerns raised and provide clarification on the matter.
  

      Upon review of the details surrounding the trailer repair, it is important to emphasize that Island Coast Trailers operates with a commitment to transparency and integrity in all dealings with customers. The company understands the frustration that can arise when unexpected costs are incurred, particularly for specialized parts such as those required for ***Loader trailers.
  

      Prior to any financial commitment from the customer's end, the team at ***************** diligently researched and confirmed the specific axle required for the trailer, along with its associated costs, including shipping. This information was communicated to the customer before any purchase was made, and approval was sought and obtained.
  

      While there may have been a discrepancy in pricing expectations, particularly in comparison to the standard ***** brand axles, it is important to clarify that the pricing for the ***Loader axle, which the customer approved, reflects the exclusivity and sourcing challenges inherent to these particular parts.
  

      As a business, Island Coast Trailers adheres to ethical standards and legal obligations, which do not require the disclosure of profit margins to customers. Nevertheless, the company remains committed to fair and transparent pricing practices.
  

      Island Coast Trailers regrets any confusion or frustration the customer may have experienced throughout this process. The company's aim is always to provide exceptional service and value to customers, and it apologizes if this has not been the customer's experience on this occasion.
  

  
  

  Customer response

  05/16/2024

   
  Complaint: 21600466
  
  I am rejecting this response because:
  The business has acknowledged that it was omitting the real price of the part with the first estimate, making me believe that the whole price for the job was the fist estimate, then they proceeded to change me. Then they came out with the the second document disclosing the the price of the axel, the hubs and the installation cost after it was installed. Giving me no choice to cancel the deal and treating me to charge me for each day the boat remains in their property. 
  Sincerely,
  
  *************************************

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