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:09/30/2024

  Type:Service or Repair 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.

  Worst purchasing experience I have ever had. Trailer was promised to be delivered on a certain date AND to be a simple process to make it legal for the road and salesman assured me they deliver to 50 states and all would go smooth. I refused to carry out the purchase when they called and said it would be late so they started a new trailer and did have it on time. Then none of the paperwork allowed me to register the trailer. Salesman was always available until day of delivery then went MIA for several days. Once I finally got ahold if him he was rude and tried to tell me that ***( a nationally recognized notary service) was wrong about my states requirements to register. When I demanded it be corrected he said ***** ***” and hung up on me. I left messages for the finance manager and the sales manager to try and get it straightened out so I can use the trailer AND to report the salesman. The secretary's that took my messages were very nice, however, I have not received any returned calls over a wk. later. I currently have a $17,000 shed in my driveway. Trailer also did not meet all the obligations of our agreement. I should known better than to buy something through an online dealer. It was just as shady as I had guessed and have learned my lesson to stick with local, reputable dealers

  Business Response

  Date: 10/21/2024

  We apologize for the frustration you’ve experienced, and we take your concerns very seriously. Your satisfaction is important to us, and we regret that the process did not meet your expectations.
  Regarding the paperwork for the title and registration, we want to clarify that this was filed on behalf of the finance company as part of standard procedure. Unfortunately, once filed, the process is dependent on your state's DMV to finalize, which can sometimes cause delays outside of our control. We understand how inconvenient this can be and wish the process had been quicker for you.
  Additionally, we are concerned by the accusation that one of our team members used inappropriate language during your conversation. We take pride in maintaining a professional and respectful environment, and after reviewing the matter internally, we seriously doubt that this occurred. Nevertheless, we regret that our communication may have fallen short and will ensure that this is addressed with the team.

• Initial Complaint

  Date:07/25/2024

  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.

  Worst company ever and the warranty department is useless. 6/21/24 Purchased an 8.5x 24 ' enclosed cargo trailer and had it delivered. The trailer delivered on 7/10/24 and filed a warranty claim on 7/11/24. Warranty claim is regarding the roof skin that is installed incorrectly. the roof has waves with over a 1 inch rise and fall allowing water to pool on the roof top.

  Business Response

  Date: 11/18/2024

  11/14/2024 
  ***** ********* ***  *********** ** *****  **** *** *** ****** 
  We have received your complaint that you have filed with the BBB and we’re truly sorry to hear that your experience with WOW Cargo Trailers didn’t meet your expectations, and we sincerely apologize for any inconvenience you may have encountered. Customer satisfaction is our top priority, and we take all feedback seriously to continuously improve. 
  Upon review of your complaint and meeting with our stakeholders, this issue can be resolved through your extended warranty which you purchased with your trailer. This is a 3rd party vendor that will assist you with this issue. The company name and contact information as well as your policy number are below. I am placing a copy of your 3rd party warranty application in the mail to the address we have on file for you listed above. 
  Thank you for allowing us the opportunity to make this right, we value your business and are working diligently to better our team to create the ultimate customer experience. 
  
  Sincerely, 
  
  
  Cassandra P***** 
  Corporate Escalations Specialist 
  

  Customer Answer

  Date: 11/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Multiple calls to your warranty department and only because a complaint was filed did you make an effort to resolve the issue. 

  Your warranty department refused to work with me period. Not acceptable.

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 11/22/2024

  Hi ***,

  We sincerely do apologize for the experience and frustration that you have had with our company. We are working diligently to ensure that issues like these are handled properly and with care. Our warranty department has just recently been placed under new management and you are more than welcome to call them to see if there is anything that can be done. You can reach them at ###-###-####. Thank you for your response and time during this entire ordeal. We do appreciate your feedback and will use it moving forward to ensure that our customer's have the ultimate customer experience.

  Thank you,

  Cassandra P*****

  Public Relations Specialist

  Customer Answer

  Date: 11/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  According to the documents I received I will have to pay a deductible for the repairs on something that should never have left the manufacturers floor. The quality control for the manufacturer is horrible.  

  Thank you but no thank you. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair 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 purchased a freezer trailer from this company in May 2023 with a one year manufacture warranty and have been trying to file a warranty claim for over a month now on my freezer unit, and the business is refusing to cover it. Their reason for not covering it is because they have already had to purchase a new generator under warranty for me due to their installation error and also the manufacturer of the freezer unit did not charge the Freon correctly So the manufacturer had to come out to fix that right when I got it under warranty. I am still within my warranty window, therefore have a legitimate claim and they won’t cover it because they said they’ve already had warranty claims for me, which is untrue. They installed a generator incorrectly, which caused it to break and the freezer unit had an issue from the manufacturer and they fixed it so there was no out-of-pocket money from Wow Cargo Trailers for that. They are an embarrassment of a small business to not stand behind their products and their warranty that they offered and I paid for when I purchased my Freezer unit from them. I have been frequently to try to get a resolution for this and emailing and can get help after being hung up on multiple times today Have now blocked my phone calls purely because they would not transfer me to a manager or allow me to speak to a manager. They know they are at fault and are just trying to avoid it and are hoping I will go away the repair which I have already paid for is only $120 so it has nothing to do with money at this point for me. It is the principle of the matter that I am fighting for. If they will screw me over on something, they will certainly screw other people over the same way I own two small businesses myself and understand how to take care of customers and this is the incorrect way to ever handle someone, an embarrassment they are all small business owners out there. I just hope this complaint will save other people from the headache I have went through.

  Business Response

  Date: 06/12/2024

  Mr. ********* has repeatedly called our facility harassing our front office, sales staff and warranty department manager. We went over the claims that Mr. ********* made multiple times with him and he is still no willing to take accountability for his misuse of the trailer he purchased. Yes, he did have problems with the unit initially but those were addressed at the time they were reported to us. The generator he speaks of was improperly installed by our service department and we replaced the unit at no cost to him. The issue he had with the cooling unit was covered under the manufacturers warranty and the manufacturer took care of the problem. Now at a year later he calls and tells our warranty manager that an I quote "I was driving down the road and the generator started making noises and when I got home the generator would not crank anymore." So he continued to drive down the road and not address the issues with the generator. This is negligence on his part and it not covered under any warranty. I have attached the sign Retail Trailer Customer Agreement that was signed by him, where he acknowledges that all of the equipment is covered by the manufacturer and NOT Wow Cargo Trailers. We did not manufacturer the trailer nor the cooling unit or generator. As stated about the generator was replace at no cost to him due to our service departments error.

• Initial Complaint

  Date:03/27/2024

  Type:Sales and Advertising 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.

  Contacted Wow Cargo Trailers about purchasing a long haul trailer. Explained I was 3 hours away and I would come look at trailer with in next week. I then filled out a credit app to see if I could get approved. The sales lady said I could put a 300 deposit to ensure that trailer would not be sold before I got there. Never once was I informed that it was non refundable. They never sent me no buyers order and I did not sign any contract. I want my money back that they are holding hostage.

  Business Response

  Date: 11/20/2024

  We have received your complaint that you have filed with the BBB and we’re truly sorry to hear that your experience with WOW Cargo Trailers didn’t meet your expectations, and we sincerely apologize for any inconvenience you may have encountered. Customer satisfaction is our top priority, and we take all feedback seriously to continuously improve.  
   
  Upon review of your complaint and meeting with our stakeholders, we will be refunding your $300 deposit to the address that we have on file. This matter was an oversight on our part and we are currently retraining our sales associates in this matter of disclosing our non-refundable deposit policy.  
  
  Thank you for allowing us the opportunity to make this right, we value your business and are working diligently to better our team to create the ultimate customer experience.  
   
  Sincerely, 
   
   
   
  Cassandra Peters  
  Public Relations Specialist 
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  they take your deposit and just give you the run around and tell you no refund ever day different story they show you what your getting then when you e sign they change it they do this to keep deposit