Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Trying to get a Bill of Origin Purchase ******** on August 20 2024. Contact ***** ******* 4 times trying to get one mailed out. I can not get Va. Plates until I get this document.

  Customer Answer

  Date: 11/04/2024

  This matter has been resolved. 

  No other is needed. 
  

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 7-18-24 I purchased a trailer from Maxbuilt trailers Morristown Tn on 7-18-24.The trailer I was shown at that time was on another trailer for transport.I wrote a ck. and returned the following day to pick it up .It was raining at that time and upon arrival at my house I noticed numerous spray paint touch up’s .Upon closer inspection I saw the build plate was 11-22…almost 2 years old !!I contacted ***** ,the manager and stated I would be back to get a new trailer …he told me the owner would be in contact .Never happened.

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  2/27 Speacial Order trailer Deposit of $520.00 Trailer pick-up Date Sat 4/15 My experience at the Midland NC store is totally unacceptable: 1. My first stop on a Saturday I called letting sales know (Friday) to expect me at 1030 am to see the trailers. When I arrived, the guy left a note be back in a few hours! I travelled 2.5 hours and no one there even though I set a time to meet! I waited over 2 hours and a no one showed 2. Today 4/15 I arrive to find the ordered trailer damaged, heavy scratches on the tongue. Severe wear between the wheel wells. From stacking other trailers on top for transport. 3. Sales guy does not tell me that I need the ********* Credit Card to pick up the trailer. (I am 2.5 hours away) He tells me the card has to be activated and I will need the card. I ask for the GM he tells me that my problem is between the bank and I. I offer my credit card to cover the balance, and preface I just need you to hold the transaction long enough for me to run home to avoid a second trip. (with a request to allow me to take the trailer) He refuses to work with me or offer a solution! Nor does he apologize and offer to meet me ½ way or even deliver the trailer to my residence. 3 I requested a deposit refund and he refused, it not our policy! I have contacted the sales guys numerous time and he has done nothing to resolve the issue. I requested a replacement or a discount the damage trailer no response. He told me **** the GM will contact me with a option. He has made no effort to do so. ****/Sales both refused to return my $$$$ I call the headquarters asking for help. Spoke to ****, he told me the owners would call to work things out. That was 4/18. No one from the company has made any attempt to phone me to offer a solution. I would like the trailer replaced or the one I ordered discounted with a used price. Either option should be at a discounted price and made available for pick up with in a week.

  Customer Answer

  Date: 04/26/2023

  Please close this case the company agreed to discount the trailer and deliver it to my home.
  
   
  
  Thanks,
  
  ******

• Initial Complaint

  Date:03/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  I was told at the time of my deposit that my trailer could take up to 2 to 3 weeks to get to the lot. I had continuously made phone calls to ***** about the deliver to the Branch office in Morristown Tn. He always told me he would get right back with me with answer but would never return my calls. They after 6 weeks told me the transporter had Covid. So I call back another week later as I get another excuse stating the transporter had just come back from Covid leave & went straight on vacation. This company has definitely cost me a lot of money over the course of needing a trailer in adequate time. The sales man had me so aggravated because it was excuse after excuse of why the trailer wasn’t delivered very ****** way to run a company, also they never informed me about the no return on deposit untill after I gotten the invoice showing it at the bottom all I ask from this company is for them to return my full 676 dollars back into my account simple because all the 2 full months of drama that I was put through over this whole situation. Then I see so many reviews on all the trailer problems I see on here that I don’t on other manufacturers reviews are quit displeasing. All I ask from the company is my refund.

• Initial Complaint

  Date:08/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I am still waiting on my title for a 20' car hauler. I have been waiting since November/December of 2021. I have been told numerous times it was in the mail or it was handled. I have yet to recurve anything! Most contact gets no response!

  Customer Answer

  Date: 08/23/2022

  Hello,

  
  

  This has been resolved by the company. I did not hear from them, however, I did just receive the title for the trailer in the mail as requested.

  
  

  Thank you!

  
  

• Initial Complaint

  Date:07/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased a new trailer on 5/4/22. 2 miles down the road my entire truck was shaking. I took it back and said it feels like a bent axle. I was told it just need weight on it. I went straight to a tire shop (PORT TIRE) and paid $60 to have the wheels balanced. The tires were a little out of round, just cheap trailer tires, pretty common. I loaded my car on it. The entire trip to the races my truck shook violently. I took the trailer back, asked for new tires to see if that would work. Sales guy had to call the owner to ask permission every step of the way. New tires didn't fix it. I said I still think it's a bent axel so, I asked for an exchange. Can't exchange it they said but it'll be covered under warranty. I live an hour away so i'm driving back and forth taking time off work to deal with this "defective trailer". They kept it. Called a week later. It was something with the brakes, they fixed it. I drove off, still shoot. I brought it straight back and asked for a new trailer. Nope. They called a week later said it was something with the wheel hub too tight and it was fixed. I drove off the lot and it still shakes. They kept it a third week, shipped it back to their factory where they discovered it was a bent axle. Now they say mine is fixed, or I can get a new one, or a refund. The experience has not been pleasant to say the least so I decided on a refund. I've called. I've text. I've emailed. Everytime I do reach someone they tell me they're working on my check and it'll be in the mail. It's been 6 weeks since I was offered a refund. Now they have my money and the trailer. I've filed a complaint with the attorney general, I've hired a personal attorney, I am filing a complaint with BBB and I'm leaving reviews everywhere I can to warn people of just how shady this place is and what lengths these guys will go to just to keep your money. Total purchase Price $4380 ($1000 CASH )

  Business Response

  Date: 07/26/2022

  We have been working on attempting to come to a resolution with Mr. ********* since his initial complaint. We have found no issues with his trailer following the initial warranty check. We even sent up our GA team to inspect the trailer and pull it as well. When it was obvious that there was no way to make Mr. ********* content with his trailer, we offered him a completely different trailer identical to the one he purchased, which he declined. When we offered to refund him $4000.00, even though we have a written and signed no return policy, he stated he wanted his full refund even though he damaged/spray painted his trailer. This is going to cost us well over the $300 dollars we withheld from his refund to fix. We finally had to let our lawyer attempt to come to an agreement with Mr. ********* and he is also having a difficult time since Mr. ********* will agree and then decide he isn't going to sign any agreement. Please understand that we are not trying to be difficult or unreasonable. We are simply trying to protect ourselves and the business we have built. If we let customers return trailers after being used we would simply have customers purchasing the trailer, using the trailer and then returning it used and damaged and basically just getting to use our products for free. I will attach a copy of the latest agreement that our lawyer sent to Mr. ********* to reference. 

  Customer Answer

  Date: 07/28/2022

  
  I am rejecting this response because:

  This is hilarious.  They completely ignored me for 2 months after telling me my refund was on it’s way.  I begged for a new trailer since they admitted finding a bad braking system, a bent axle and something wrong with a hub or bearing during their first three attempts to fix the trailer.  I have all of this in writing via text from the salesman Scott S******.  After finally getting so fed up, I obviously do not want any product they have to offer.
  
  I spray painted 2 white lines on the inside lining of the trailer so I knew where to line up the ramps.  An easy black spray paint job to cover those 2 ft marks, as their sales man told me.  The salesman also told me they were keeping $384.00 as a doc fee.  Nothing else.
  
  They offered me a full refund IF I would agree to remove all of my negative reviews about them on Yelp, and other social media outlets.  There are MANY negative reviews because I finally got so fed up that they ignored me for 2 months I told MY story anywhere and everywhere I could.  I told their attorney from day 1, I was not signing ANYTHING stating I would remove all negative comments.  I told their attorney I would post a follow up on any reviews stating that the issue had been corrected to my satisfaction.  Their attorney then sent me the attached letter to sign, which stated I would remove all negative comments…the exact thing I told him I would NOT sign.  They, however, are holding my refund hostage until I sign stating I will remove all negative remarks.  How is this legal????
  
  They owe me a refund.  Plain and simple.  
  
  My attorney is advising me to file suit immediately.
  
  I am willing to give these guys 1 more chance to reply with a letter stating I will post a follow up on any negative review.  If that reply is not to my satisfaction I am pressing charging and requesting 4 days miss worked to deal with this crap, travel expenses for driving back and forth an hour each way after being told my trailer was repaired (3 times), all legal fees, the $60 I spent at Porter tire getting their tires balanced the same day I purchased the trailer, mental distress, pain and suffering, my full refund and anything else my attorney advises. 
  
  Me signing anything stating I will remove my reviews should be a separate issue and have nothing to do with my refund. WHY HAVE I NOT SEEN THE CHECK THEY SENT ME 2 MONTHS AGO???   (I have a text stating my check is on its way from 2 months ago)  I have a text stating a manager will be calling you today.  I never got that call.  I’ve never seen a refund.
  
  Absolutely insane.
  ******* *********

   

  Business Response

  Date: 08/17/2022

  After multiple failed attempts to come to an agreement with the customer we had to turn it over to our lawyer to finalize the refund. We felt it was in our best interest to have our lawyer handle it after multiple threats from the customer since we knew there was no way would be able to make the customer content. Our lawyer was writing the cover letter to send with the refund check the last time we spoke with him. 

  Customer Answer

  Date: 08/19/2022

  
  Better Business Bureau:
  
  Their attorney did finally send a letter of apology on their behalf as well as a full refund. Please consider this case completely resolved and thank you so much for your assistance.  
    ******* *********

• Initial Complaint

  Date:06/02/2022

  Type:Product 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.

  I bought a 6.5' x 16' utility trailer with side gate in March 2022. Upon leaving the trailer business the trailer was causing the tow vehicle to vibrate and shake at any speed over 40mph. We stopped at a local auto parts store and got a tire iron to tighten the lug nuts all 20 of them were loose. We continued our 5 hour trip home and the trailer continued to shake. We got home and noticed there was no warranty once the trailer left the business. I had the tires balanced hoping that would fix the problem but it did nothing to help. Upon further investigation we removed all 4 tires and measured the mounting locations of the spring mounts and this is when we realized when the manufacturer welded on the mounts they were out of square in two locations. "So the left front shackle of the trailer is 7 3/16" from the crossmember and the rh front shackle is 6 7/8" from the crossmember. The lh rear is 3 3/4" and the rh rear is 4 3/16" . This is the reason the trailer shakes so bad. Unfortunately to fix this problem the trailer spring shackles must be removed and rewelded into position to become square with the trailer. I have spent money to correct these issues on a brand new trailer.

  Business Response

  Date: 06/16/2022

  We do warranty our trailers but the trailers must be brought back to a dealership to be fixed. We are not sure why the customer feels that there is not a warranty. The customer did not want to bring the trailer back to have it inspected and instead used an outside company to fix any issues that may or may not be going on with the trailer. We can neither confirm nor deny any issue with the trailer since it was not brought back to our dealership for inspection. Each customer is given a checklist that our salesmen go over with them prior to leaving which includes checking the lug nuts so none of them should have been loose. They do have a schedule of miles to be tightened, which is listed on the checklist, but the trailer would have been inspected by the customer and salesman upon leaving. We have worked with customers that live far off from any of our sales lots by having them get quotes and prior authorization to have work completed and reimbursed but we simply cannot just give reimbursement to every person that chooses to take their trailer somewhere to be looked at. We do our best to try and make sure all of our customers are satisfied. 

  Customer Answer

  Date: 06/16/2022

   
  Complaint: ********
  
  I am rejecting this response because: The contract states when you take the trailer from the business no warranty is given. I took care of the lugnuts at the required schedule and it did nothing. I live 6 hours from the dealership.  I was not given a walk thru by the salesman because they were still assembling the trailer when I arrived that Saturday to pick it up. I had the trailer fixed because I knew from all the previous bad reviews your company would do nothing to fix the problem but try to talk your way out of it.  I paid 3000.00 for a lemon. Your business is a scam and should not be allowed to continue to sell poor quality trailers. I will never buy from this company again and will tell everyone that asks the poor workmanship of your trailers. DON'T BUY MAX BUILT UNLESS YOU WANT NOTHING BUT HASSLE AND POOR QUALITY.  Obviously I wouldn't be on the BBB if you had even responded to one email or phone call to attempt to help. Not 1 time,  absolutely ridiculous. 
  
  Sincerely,
  
  ******* *********