ComplaintsforLook Trailers / Cargo Express

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *03/28/23 I purchased a new 24 ft Look Cargo Trailer from Mid City Trailers in *******, **.*We paid $10,819.00 for a brand new 24' Look Cargo trailer for our business. We put $4,000.00 down & have been making monthly payments since. We started having issues LESS then 2 months from date of purchase & several more since. Please see letter attached explaining all the issues we have been trying to get fixed for past 9 months from Mid City ************************************* & pictures of our 2023 Look 24 ft trailer, that we have had less then a year. Inside leaks, panels breaking off from screws on panels, parts rusting, parts falling off handle & panels bowing. TOTAL OF 20 ATTACHMENTS **************** stating all the issues, who we have spoken to, how many times we took to multiple locations to try to get fixed). WANT IT FIXED ASAP OR REPLACED & THE MANUFACTURER TO COVER COST FOR GRAPHICS TO BE REPLACED ($2,412.53 cost of graphics back end of April/ beginning of May).

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Trailer 7/29/22 $12,700+ 8:5x20ft Issues with braking system(not working properly): hitch (sticks and causes issue hitching and unhitching trailer, inside walls(wall bowed out missing mounting screws)and side door (locks are finicky and do not function smoothly).Was referred to dealer(************ ************ ** for warranty work).Given issue with dealer on previous repair (no related to this trailer) and lost confidence was advised by Look Trailers to use alternative PACE representative dealer ************************************ ************ **. Contact name ***************** contacted 8/26/22. Spoke with *****. Was advised issues would be addressed. No contact further for month. Contacted dealer again 9/21/22. Advised ***** left business. Spoke with *******. Stated issues would be addressed and I would be contacted by scheduler. No contact. Sent email to ******* on 10/13/22. No response.No follow up by Look trailers.10/22/22 catastrophic event with trailer. Machinery being transported to job broke through flooring of trailer leaving hole in floor and trailer unusable. Floor looked to be secured improperly (may have been missing screws and not secured/centered on floor framing appropriately) and board was cracked.Trailer is poorly constructed and is a potential hazard. There is concern about future road safety and worthiness of this trailer.

  Business response

  11/04/2022

  This issue has been resolved between the selling dealer and the customer.  This trailer will be corrected under warranty.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Look 24ft enclosed car hauler with torsion axles. When I go the trailer home the first day, I thought the wheels were sitting oddly in the wheel *****. I chalked it up to it having torsion axels and not giving it a second thought. On it's very first trip from WA. to AZ., I noticed on my tire pressure and heat monitor that the passenger side rear tire was about 20 degrees hotter than the rest. I kept pulling over to let it cool and inspect it. Outside of *********, the tire exploded. I put on a spare and finished my trip. This August I loaded my collector car in the trailer to go to Hot August ****** in ****, **. In **********, OR. the same tire overheated and blew completely apart at 65 mph., damaging the trailer and breaking the windshield of the car behind me on the freeway when it flew off the wheel and hit it.I replaced the tire and continued on to ****. On the way home from ****, the drivers side rear tire exploded at freeway speeds causing me to loose temporary control of my truck and trailer due to it swaying so badly. The swaying was so violent that my car inside the trailer was damaged. I had to stay the night in my truck on the side of the road because it was Sunday and no repair shops were open. I replaced the remaining factory tires and continued home.Once home, I contacted *************************** at Look Trailers and told him about the issues. He had me take the trailer to a repair shop for inspection. Over a month passed without a word. I contacted **** and he said the axles were 1/4 inch out of alignment which wouldn't cause the tires to blow. He said the rubber bushings in the axles were ruined and I must have hit a pothole or speed bump and damaged them. He said it wasn't a warranty claim but they'd replace my axles but not any of the other damage.The trailer has aluminum wheels. If I had hit a pothole so hard that it damaged steel axels, why wasn't the tire popped and the wheel damaged? Very Unsafe Trailer.

  Business response

  10/04/2022

  The trailer in question was sold 1/17/2020 and the first contact we had from the customer was through a phone call on 8/8/2022.  We contacted the customer by phone and sent an email requesting more information within the hour.  We received the additional information and had helped him locate a dealer in his area that could help us with the inspection we would need to determine whether the situation he had experienced was indeed warrantable.  He took it to his local dealer with the understanding that their schedule would not allow them to completely inspect the trailer for a couple of weeks.  The inspection was completed and there was no manufacturing defect found.  There is a noticeable difference in the position of the wheels on the curb side, passenger side, of the trailer in relation to the wheel boxes.  It was determined that the torsion arms were no longer functioning correctly.  They were no longer in the position to support the trailer in the manner which they were designed to.  Typically, if this is seen only on one side of the trailer, something has happened, after the manufacturing process, to cause this anomaly.  The causes could be how the trailer was loaded, road debris, potholes, curbs,or a combination of all these items could have occurred within the two and a half years since the customer had purchased his trailer.  This would not be a warrantable situation.  Even though this was not a warrantable situation, our concern for the customer and desire to go above and beyond our obligations, and as a gesture of customer goodwill, offered to replace both axles on the customers trailer at no charge.  We will ask our dealer to return the axles for further inspection.  We will work with our axle supplier to make sure there was no manufacturing defect on both axles.  The customer feels that our offer is not enough and has demanded $5,000 to consider his issue resolved.  He feels that damage to his classic car in the trailer at the time of the incident would be our responsibility.  No estimate or invoice was submitted to support this request.  I have included a copy of our limited liability statement for your convenience.

  Customer response

  10/06/2022

   I am rejecting this response because:
  
  The axles are out of position on both sides of the trailer, not just the passenger side.  Because the torsion style suspension that is on my trailer run independently of each other, I find it odd that all 4 axles are out of position.  This would assume that I have hit potholes, road debris or something else multiple times to damage all 4 axles.

  I have pictures of both sides of the trailer the day I brought it home.  The axles didn't look right from day one.

  What I think the problem is; this trailer weighs ***** pounds empty.  Put a ***** pound car in the trailer and you have almost ****** pounds sitting on those light duty axles.  They are not 8 lug which I feel the trailer should have came with based on the weight of the trailer.  I feel that Look Trailers installed the wrong axles on my trailer at the factory.

  I provided Look Trailers with receipts for $580.00 which is what I spent replacing blown tires since I purchased the trailer.  I also sent them pictures of the two panels on the trailer that were damaged when the second tire came apart and hit the side of my trailer damaging it and the car behind me going down the freeway which broke their windshield.  I also sent them pictures of the damaged collector vehicle that was in the trailer when the third tire blew apart.

  ********************** called me to let me know that they found no manufactures defects but they were going to replace axles as a good will gesture.  At no time did ********************** ask me to get an estimate to repair my car or the trailer.  Had he, I would have been happy to obtain one.

  The trailer is extremely unsafe for use.  It has had a problem with blowing tires since the very first trip I took it on.  ********************** can claim that this was something that I did all he wants. I know for a fact that it wasn't.  I don't hit potholes, road debris, speedbumps or anything else when I'm hauling 6 figure collector cars in my trailers.  I'm slightly more careful than that.  If ********************** would like, I can send him a copy of my drivers abstract showing that I haven't had a traffic violation since I was a teenager and now I'm 56.  I'm a safe driver.

  I expected ********************** to try to pass blame to me which is exactly what he did and what companies like this do. They don't have a Customer Satisfaction Index (CSI) like car dealers do so there is nobody to hold them accountable. They can do whatever they want without fear of repercussion.  

  If you read the other BBB complaints against Look Trailers, they all have a common theme, which is "we didn't find this to be a manufactures defect".  Seems like a pattern of not taking responsibility for their poor workmanship. 

  I feel so strongly that this is a serious safety issues not only for me, but the other cars around me when traveling down the highway that I've reported this problem along with photos, 2 expert opinions and additional documentation to the ************************* Attorney Generals Office's in both **************** and Indiana, the Federal **************************** as well as the NTSB.

  I'm hoping that they take the time to do a thorough investigation of the company and ask other customers about their experiences with Look Trailers and ***********************
  
  

  Business response

  10/10/2022

  The trailer was built and shipped at the end of May of 2019.  The customer purchased the trailer on 1/17/2020.  The axles used are standard for this model and GVWR of trailer.  We do offer heavier GVWR configurations that will provide a heavier payload carrying capacity.  This trailer was purchased off a dealers lot inventory and was not customized for the end user. 
  We are willing to work with the customer to replace the axles on this trailer.  We have a manufacturing facility in *****, ** and would be willing to explore the possibility of transporting the trailer to that facility to fully evaluate the trailer and install the axles to factory specifications.  While at the factory we would replace the damaged exterior skin and fenders as well.  If the customer feels the carrying capacity is not sufficient, we could discuss a custom trailer built to his requirements.  We typically handle situations in this manner where all three parties (manufacturer, dealer, and end user) share some of the cost responsibility.
  Our warranty policy states that we do not reimburse customers for damaged contents of their trailer, however; if the customer would like to submit an estimate for the damage to his classic car, we would ask that he scan the estimate, along with the receipts from the tires he purchased, to an email and forward them to us. 
  We hope that one of these options are selected and allow us to correct the situation to the customers satisfaction.

  Customer response

  10/13/2022

   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.

  
  

  Thank you.

  I appreciate Look Trailers resolution to this matter.  

*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. ↩