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:02/17/2025

  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 new trailer from ***** ******* 3rd trailer purchased.Purchased a 6x14 trailer 5/2024 The trailer paint is peeling off and when run in snow eeather paint came off bad from salt even thought it was washed same day. Talked to ***** warranty person he said he would send some spray paint cans.This trailer was not prepped right for paint as it is just peeling off.There quality has gone down hill.Told him im done with Kaufman I will not buy my new trailer from them he said ok I just want decent paint my trailer looks 10 yrs old from crappy paint.A customer should not be treated this way.

  Business Response

  Date: 03/04/2025

  Thank you for reaching out and sharing your feedback regarding the paint on your trailer. We understand your frustration, especially given your previous positive experiences with Kaufman Trailers. We always aim to provide high-quality products, and we apologize that your recent purchase did not meet your expectations. As you know, we had some overstock on this model and were able to offer a deeper discount, which were glad you were able to take advantage of.
  
  Regarding the paint issue, as outlined in our warranty, we do not offer a warranty on paint. Unfortunately, this means that the paint finish is not covered under any warranty terms. We do recommend taking extra care when using the trailer in harsh conditions, such as snow and salt, as these elements can significantly contribute to wear on the finish. Pulling in salty conditions can also have a sandblasting effect on the trailer's surface.
  
  That being said, we do understand your concern and want to ensure you have the best possible experience. While we cannot offer a FULL repaint, we are happy to provide you with some spray paint cans, as mentioned by our warranty team, to help address some of the peeling areas. We can also offer to assist with this process if you are willing to bring it by our parts and service location located in ***********, ***
  
  We appreciate your continued business and value your feedback, as it helps us improve.

• Initial Complaint

  Date:12/31/2023

  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.

  Ordered bearings for our trailer, gave the parts guy my vin number to the trailer and told him I needed a full set of bearings they charged me 109.85 for the bearings and only sent me 1 set of bearing for axle, if the idiot had the VIN number he should have realized that I had to axles. Not only that they sent me rusted parts, I sent an email to my salesperson Tom ***** and of course got ignored, we actually bought a 3 trailer and I can tell you we made sure to steer away from Kaufman, as they are thief's for selling used parts and not offering refunds. This is a crap company and believe me if I do not get my 109.85 back I will sure make it know how much this company stinks on social media, the 109.85 is not going to break me however I guess you needed it more than I did. You can see in the pictures that the bearings came just with packaging and no boxes or anything

  Business Response

  Date: 01/03/2024

  To whom it may concern, 

  Mr. **** ****** has been contacted and the parts cost and the return cost is being refunded.  We apologize for the inconvenience this misunderstanding has caused the customer and it is our desire to never have a situation in which we do not offer excellent customer service.  

  Sincerely,

  Tim ******

  Kaufman Parts Manager

   

  Business Response

  Date: 01/10/2024

  Honestly I don't care if this customer rejects our response or not. He just uses BBB as a sounding board versus just calling us and letting us know there is an issue. 
  He never even contacted us the first time about his issue, he just went to BBB to complain. We spoke to him immediately after his complaint. We offered to let him keep the parts and we still issued him a refund. I checked with our accounting department and the check was mailed out on 1/3/2024 to the address that he provided us. If he would have contacted us either time we could have helped him. It is out of our control if USPS is running slow.

  There is nothing else we can do to help this customer. Kaufman trailers has always stood behind our products, however we can't help a customer if they choose not to let us know there is an issue.
  
  

  Customer Answer

  Date: 01/16/2024

   I am rejecting this response because:

   

  I sent an email to your salesman Tom ***** on 11/13 and here is a copy of the email, so you guys are full of ****, it is okay you can keep the money I am going to spread you so bad over the internet it will be amazing.  

   

  Here is a copy of the email that I wrote to him:

   

  I hope that this finds you well, we are in the market for a 3 trailer, but after what we got Saturday we are looking at another brand of Trailers, I asked you about bearings for the trailer and you sent me to the person on the parts department. 
  I spoke to him and gave him the VIN number of the trailer and told him I need bearings, he told me the price and I paid and would get them out, well here are the pictures of the crap that I got Saturday after he charged me 25.00 to ship NC to NC *** when the **** would have charged 5 dollars the way that this was packed.
  
  
  The bearings were thrown in a box between 2 pieces of bubble wrap and as you can see in the pictures 1 of the races are rusted, What a Joke, I already ordered new bearing from ********* ****** Auto Parts company and depending on your response will share the parts pictures on Social Media. 
  
  
  Tom I know it is not your fault, but if this is what customers are going to get you are in for a long run 
  
  

  I even sent him pictures, but of course it is ok really, your company is a joke, 

• Initial Complaint

  Date:06/15/2023

  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 contacted them to build me a trailer, and Bought and paid for a brand new trailer. So after they received over 10,000 dollars for payment, PLUS 1100 dollars for THERE transport company, my trailer shows up extremely damaged, dents all over it, bent, and paint missing from clear impacts. After contacting them, the "warranty" manager that won't allow me to talk to anyone else, is refusing to repair what's necessary. He says "I cannot get you a brand new trailer in the shape it was when it left the factory". And now has stopped answering my messages. I'd like help resolving this issue in anyway possible.

  Business Response

  Date: 06/19/2023

  We ship our trailers on a 53' drop deck with 5-8 other trailers depending on the load. No matter how careful you are stacking a load and then hauling it across country there is typically going to be some type of paint damage due to straps and equipment loading and unloading the trailer.
  In reality, if this customer should have came to our manufacturing plant and picked up the trailer fresh off of our yard. 
  Instead, he chose to have it shipped, which means loading it onto a load with a forklift, tying it down, transporting it from ** ** ** **** ******, and then having it offloaded with another piece of heavy equipment. During this process, there will likely be some damage to the paint or tiedown points.
  There was some additional damage that did occur that we have tried to rectify. Tim Carter our warranty manager has offered to have a shop that we have worked with in the past, fix the trailer and pay the bill. He as also offered a credit to the customer if the customer wanted to use another shop, but it is not an open amount, it is a fixed credit amount.
  Kaufman Trailers has tried to work with this customer but he has been unreasonable. He claims he has already been in contact with his attorneys, he has given us a bad review on google, and he has contacted BBB. Our offer still stands to have the trailer fixed at the shop that we have a relationship with but it is clear that no matter what we do it will not be good enough for this customer. 

  Customer Answer

  Date: 06/20/2023

   I am rejecting this response because:
  
  They have contacted a buisness that only wants to fix ONE issue. Not ONLY is there more damage then just paint, there are multiple dents. I've got 2 different quotes from companies outside of who they deal with, claiming that the repairs will be more then 500 dollars. The company that they choose to use, is an hour away from me. And if this stuff was known to happen during transportation, then it should have been disclosed. I did not buy a trailer from the scratch and dent section, I bought and paid FULL price for a NEW trailer. So if all these damages happened during the transport, I want a refund for the extra money I paid for transport. I had offered to come to the facility and pick up my trailer when they failed to deliver on original date promised. They claimed the trailer was already loaded, and did not want to unload it as it's it was too much of a hassle. 

• Initial Complaint

  Date:05/05/2023

  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.

  i need back my refund 1800$ they told me that the trailer will take 4 months to make it took kaufman 1 year to build they dont want to give me back my deposit and they also sold the trailer witch i was told they will give me back onee it was sold sales man name is houston Kaufman Trailer SO# ******

  Business Response

  Date: 05/09/2023

  Kaufman Trailers custom built sales order ******. Once the trailer was completed, it sat here for months with no communication with the customer. You can see by the attached call log, that the sales person tried to contact this customer multiple times. Kaufman Trailers policy it that we require a small 10% deposit when a trailer is ordered. On page 2 of the attached signed paperwork from the customer it lets them know that all deposits are non refundable. For that small 10% deposit, our company ordered materials, paid welders, painters, and finishers to build the trailer, we also paid a sales person commission to sell a trailer. The 10% deposit does not come close to covering all of the cost that we absorbed bases on this customer calling us and placing an order. On top of that, we kept the trailer here on our yard for several months before deciding to turn it back to stock. During the time it sat here on our yard and aged, the customer chose not to communicate with us.
  It does Kaufman Trailers or any other company no benefit to collect a small deposit if all we are going to do is give it back to the customer. The point of a deposit is to show a small commitment from the customer while we take on all the cost absorbed in building a $ 18,440.00 trailer. 
  We have communicated all of this to the customer, he has already gave us a 1 star review even though we held up to our side of the commitment. 
  There is no doubt that he will refuse this response, however this is the final response from Kaufman Trailers.