ComplaintsforHorizon Global Americas
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Complaint Details
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Initial Complaint
07/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I called the customer support a d customer service number *** it does work.No way to reach them a d they do not respond to email.I have a part (hitch) that does not fit.Initial Complaint
09/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
purchased their brand product ***************** umber ******: velocity sesries electric landing **** with NO MANUAL override option. IT is under warranty, verified by their website. My mechanic has verified a manufacturing bearing failure as to cause. Started warranty process 7/25/23 by leaving voicemail as wait time extensive. second voicemail and email on 7/26/23. 7/27/23 spoke with *************** in technical service and sent back the warranty form and proof of purchase that he sent to initiate the claim. 8/1/23 called and option 2 technical service on hold for 58 minutes, then after hours recording came on and said to leave a message and went to leave a message and voicemail is full?! 8/2/23 called again, on hold 1 hour 40 minutes: spoke with ***************, he said the next step is the customer support team will process my claim #*****. No way to contact, get a follow up confirmation nor timeframe on this processing timeline. 8/14/23 called and got customer service who told me I had to contact technical serve. I explained that technical service says it is now in customer services hands. He found the order/claim, said it was still open and a part is out of stock ad no way to find an *** on this part. He put an expedite order in place. Tis order number is ******. AGAIN no upper managment to contact, no way to contact the warehouse directly to find out the *** on the shipping of the replacement ****, YET they list on the website that there ARE new ****s available for purchase at $1200 and they are in stock so how can they not send a warranty replacement of the same product? (warehouse is located in KS so the customer service all over the states and the technical department in MI can not physically go see if the warehouse has the product)9/7/23 called: customer service option 1 on hold 2 hours 45 minutes, second phone on hold 54 minutes in technical service: didn't catch the guys name, he said I have to reach customer service?! I said I want solutions not problemsBusiness response
09/12/2023
Dear *****,
I hope this email finds you well. I would like to sincerely apologize for the delay in our response to your recent inquiry and for the inconvenience caused by our current stock availability situation. Unfortunately, at this time, we are experiencing unexpected delays in restocking this item and we are actively working to replenish our stock as quickly as possible and expect to have the item available again by mid October or earlier.
Regarding the delayed response, we take full responsibility for this and understand that your time is valuable. We are actively working on improving our response times and ensuring that such delays do not occur in the future.
You can reach out to us by email at ******************************************************************* please add - in attention to ************** with your complain number for future follow ups.
Once again, I apologize for the inconvenience and frustration you may have experienced. We value your business and hope to have the opportunity to serve you better in the future.
Thank you for your understanding and patience.
Sincerely,
Horizon Global.
Customer response
09/12/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
We have achieved a timeline (which they were not able to provide before) And we achieved a contact person to follow up.
I will reference the complaint ID as well as the customer service ID in future correspondence with them.
HOWEVER, HOW DO I FOLLOW UP OR GET FURTHER ASSISTANCE FROM BBB IF THE FOLLOW THROUGH DOES NOT HAPPEN WITH THE BUSINESS?
Regards,
***********************
Initial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a fifth wheel with a ***** Revolution pinbox and a ***** 16k fifth wheel hitch. These products carry a lifetime warranty. We contacted this company in order to obtain service parts for problems we are having. We were informed that the company has quit manufacturing parts for both items we have. They had no further resolution to fulfill their lifetime warranty for the products. We feel they made these items obsolete so they did not have to honor their lifetime warranty. This is truly a breach of warranty.Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a P3 brake controller under a lifetime warranty. I have spoke to a ******************* about my issue with the device and he said it is covered under warranty and he asked for my sales invoice. I responded with this invoice but it has been 32 days with no response as to what will happen. If I call in all I get is a voicemail and no return calls. I got a customer service person today ****** and he said he would get me a supervisors number and I was placed back on the call in recorder to leave a voicemail again, never given a super. number. One time ******************* said the department is working on it and I should hear something soon, that was 3 weeks ago. I am not getting anywhere from anyone with this company. At this point I had to purchase another controller to tow with since there not helping me and I would like a full refund of purchase cost of the defective unit to go towards the replacement I purchased. I cant trust the devices they sell nor customer support because it does not exist.Initial Complaint
10/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a trailer brake controller from this company.. It lasted for 3 trips, then stopped working.. I filled out a warranty claim with them, only to find out that they don't stand behind their cheap Chinese made products...Initial Complaint
07/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a trailer brake controller from them and installed it in my truck.. I was a professional mechanic for over 20 years... There's 4 wires, it was installed properly.. It worked ok 4 times, then stopped working.. I filed a warranty claim, but they refuse to stand behind their cheap, inferior product..Initial Complaint
03/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased the Bulldog ****lb Farm **** on 3/13/22 from Tractor Supply in ***********, **. We used the **** today to assess a tire on a farm truck. Upon lowering the **** down per the provided instructions, the plastic grip handle came off in my partner's hand, causing the **** to continue lowering the truck rapidly. The **** handle hit her in the face as it operated uncontrollably. We immediately went to the local medical clinic where, upon conducting X-rays and an exam, she was found to have a concussion and a broken occipital bone. She is now being referred to an ENT specialist to see if surgery will be required to fix the broken facial bone. This was a defect in the design of the product as the plastic covering of the handle was not glued or secured to the metal handle bar.Initial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have an electric power **** xlt that I purchased from Amazon in July of this year and the gears broke while lifting the tongue of my boat off the truck hitch. Ive tried twice to file a warranty claim and do not get a response. I feel like they should replace the broken item that is well within factory warranty.
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Customer Complaints Summary
18 total complaints in the last 3 years.
1 complaints closed in the last 12 months.