Business ProfileforPremier Custom Trailers, LLC

I took my two-horse trailer in to have an overall evaluation, bearings, and brake work done. It ended up needing electrical work as well. I told them to fix anything that needed fixing as I plan to have this thing on the road for years to come. I was under the impression they would replace anything that wasn't right or off. First loaded trip and a bearing fails. Luckily we were almost home so we didn't have to call someone to pick up the horse. The trailer started going all over the place so we knew something was wrong. Took it back, they replaced the bearings and IT HAPPENED AGAIN. Everything Premier did had to be redone by someone else. The spindles on both axles had gouges that needed to be filed to spec because they made a mess of them. The service manager was incredibly rude and tried to blame me saying that I overloaded the trailer. He then tried to say the axle was bent. If the axle was bent why didn't you say something before replacing the bearings the second time? He said anything he could to try and place the blame on anything or one besides him and his techs. Axle wasn't bent and I didn't overload the trailer. One horse under 1,000lbs. Had the service manager admitted they made a mistake and gave a sincere apology, I wouldn't have been upset and would've just left it. Mistakes happen, own it.Edit in response to owner response on ******* Thanks for the response to my review. Thank you, but no thank you for offering me $1,500 in addition to my refund to take said review down. The fact I was offered money so people wouldn't see or hear what you did to my trailer is insane. I could have lost ************ trailer, and most importantly me and my horse's lives. The trailer had been sitting, but it wasn't for "years" I see the previous owner on a daily basis, he had used it occasionally to move things around and run out of state. Nothing was wrong with the bearings, I wanted them to have routine maintenance for the peace of mind.

Thank you for your feedback ****. We take every review seriously and strive to ensure a great experience for everyone. As previously discussed we have taken corrective action with our Service Department and implemented additional process and procedure. In the midst of our full schedule there were definitely some oversights and assumptions made on our part, however that is no excuse. As discussed, the number of years the trailer sat in the field certainly took its toll on some of the components and unfortunately we overlooked some of those while it was in the service bay. More time should have been taken to dive deep into each component. The 2nd failure on the bearing does appear to be from a burr on the damaged spindle not allowing the bearing to fully seat. Once in use the load pushed the bearing past the burr causing the bearing pack to loosen. An oversight by the tech which has been discussed with additional training in place. We apologize again and hope the full refund given for all of the service work was satisfactory in resolving the matter with you. We do not make any attempts to hide our mistakes and have fully owned up to the fault on our end and as mentioned have taken all the necessary steps to be sure something like this doesn't happen again. We have simply tried to do everything in our power to resolve the situation and make things right for you. Thank you again for the opportunity to do business with you, we hope to provide a 5 star experience for you in the future.