ComplaintsforLegend Premium Trailers

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe the manufacturing of my 2022 trailer to be severely defective and a high safety risk because the exterior skin delaminated on the drive home from place of purchase, ********************************* on 09/28/2021. It was the next morning (09/29/2021) when I discovered the delamination of the exterior skin. When ******************* was contacted, I was told the trailer manufacturer ****** are aware of this problem because ****** stated their most recent batch of trailer exterior skin has a coating that prevents structural adhesion to take place. Why would you allow a trailer that you know is not safe to be sold? After 1-mile in route attempt to take the trailer back to********************* a full sheet of exterior skin came disconnected on 3 sides and created a serious risk of completely dislodging. This thereby made the trailer unsafe for travel. ****** service manager "******" suggested using duct tape to hold the dislodged sheet, and the rest of the sheets in place for the 70-mile trip back to ******. Trailer repairs are out of my scope of knowledge. I cannot take liability and risk of personal and property damage from another full sheet of dislodged aluminum sheeting that could become a flying guillotine. I tried to send ****** this letter and pictures, but ****** refused to accept my letter and sent it back.  Because I have not yet registered this trailer with Secretary of State, a full refund would be the appropriate resolution. I thought you would like to know of my dissatisfaction in your company's disregard to safety and selling a trailer that you knew would fall apart the same day of purchase. It should have never left the lot! ******'s disregard for safety is potentially criminal!!!

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/23) */ In August of this year,******* began receiving an above normal amount of warranty claims related to a historically rare occurrence of exterior aluminum skins not bonding correctly to the trailer frame.******* immediately examined our installation process to ensure that company protocols were being followed while we were experiencing higher than normal labor turnover.******* determined that the installation process was being followed correctly and that the bonding issue was caused by something other than the installation method.******* reached out to all of our distributors and manufacturers that supply materials involved in the bonding process to ensure that no manufacturing specs had changed on their end. Our suppliers all initially indicated that nothing had changed.******* then proceeded to send material samples out to third party labs to help determine cause. The output of those results indicated that a portion of the aluminum skins had been produced with a polyurethane backer rather than an epoxy backer as specified.******* supplier admitted to the change in coating material upon being confronted with the third party evidence. The change had been made due to an epoxy shortage from their suppliers, but the change was not communicated outside of their organization. It was determined that polyurethane will not adhere to our adhesive system. All units onsite that may have received a poly backed skin were immediately quarantined on our premises and remediation efforts were taken beginning August 26.******* also added an additional production step to use abrasives in order to remove backer material down to bare metal to remediate future issues until all potential polyurethane backed material had been consumed or returned to the supplier. Dealers were notified of a potential issue that could arise in the field; however due to the number of applications this material is used in,******* could not determine exactly which units could be affected as there was a blend of the correctly specified epoxy and the incorrectly shipped polyurethane. To the naked eye, there is very little difference to discern which material was incorporated into the aluminum skin backer. As to this specific consumer complaint, the trailer was shipped out to the dealer on August 20 which was approximately one week prior to our process change that would remediate future issues while we worked through misshipped material. Customer purchased the unit on Sept 28 from his local dealer. Customer claims to have noticed the bonding failure the following day on Sept 29. Customer contacted the dealer who acknowledged that******* was experiencing bonding issues due to material that was not within our specs and they arranged to have the unit brought back to the dealership for******* to repair. A******* sales representative was with the dealer on the day the trailer was to be brought back to the dealership in order to bring the unit back to the factory for repair. Customer was a no-show and after a phone call it was determined that the customer had travelled out of state. Approximately two weeks later, customer made arrangements with*******'s warranty manager to personally bring the trailer to our factory on November 1. Again, the customer did not bring the trailer to our facility as arranged. Three more weeks have now passed, and the customer has still not taken any steps to allow******* to have possession of the trailer in order to apply repairs. An additional email was sent to the customer yesterday, Nov. 22 requesting a mutually agreeable meeting place for******* to be able to take possession of the trailer and repair the bonding failure with no additional response from the customer other than this BBB complaint. ****** is dealing with this issue above and beyond the scope of our stated warranty and making every attempt to take possession of and correctly repair the issue that was caused, not by******* but, by material that was shipped unbeknownst to us which was outside of specification. We are making these repairs solely at our costs while we continue to work for financial remedy from our supplier at a future date. To date, any failure that has been brought to our attention has been repaired with no further known issues from any other customer. It is our opinion that this particular customer is much more determined to attempt to smear our name than to have the trailer repaired as evidenced by their failure to actually allow us to take possession of the unit and repair it. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated in my complaint, I did attempt to return the trailer. In under 1 mile from my home, the full sheet came loose. It is now laying on the ground next to the trailer. I tried to send pictures and ask for help, but******* would not accept this letter and had it returned. With that panel completely off, the air pressure caused by pulling the trailer has the potential of causing the entire trailer to blow apart. NOT SAFE!! Additionally, I do not know how many other sheets will fall of during transport. To this end, it is unreasonable to ask a purchaser to apply "duct tape and screws" to this unsafe trailer, and then accept liability for personal or property damage for when it falls apart during transport. The trailer is at my home, unusable, where it has stayed since purchase! The distance for******* to travel to ******************* or my home is the same distance. I would much rather have******* take the trailer back for a full refund. If repairing the trailer is the only option, "ALL" the exterior skin of the trailer must be removed and replaced. With a reported revenue of $32.90million, I don't think asking******* to uphold their "quality standards" promises stated on their website will bankrupt the company! From whom ever, or whenever ****** trailer procures their materials makes no difference to me. At the end of the day,******* is responsible to make good on their "level of quality expectations as advertised. Anything less than having a trailer delivered with the quality expectations******* trailers are known for, is unreasonable and unacceptable. Business Response /* (4000, 9, 2021/12/01) */ Trailer has been picked up and repaired. Customer to take possession again Friday 12/3 with no foreseeable future issues related to this complaint.

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