ComplaintsforSyracuse Trailer Sales, Service, Leasing, Inc.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2020 *** trailer from Syracuse Trailer in Albany, NY. I picked up the trailer at *** trailer in Alliance, OH and brought it to Syracuse for inspection and for paperwork to register. Syracuse Trailer put an inspection sticker on it with a faulty tire. I had to purchase a replacement and was promised to be reimbursed by the salesman, Greg M*****. I still have not been reimbursed. I brought the trailer home and went on vacation. The first time I attempted to load the trailer on August 3, 2023, the brakes overheated and began smoking. I took it back and they replaced the S-cams. I took the trailer and it overheated again. I took it back to them and they changed the slack adjusters. I picked it up and it overheated again so I took it back and they changed the brakes. I took it home and it overheated again so I took it back and they found a clogged airline and replaced the ABS valve. I picked it up and this time only one wheel was overheating, so they changed a wheel bearing that was no good. They welded broken crossmembers that had been like that since I picked it up. I finally tried hauling a load on September 20, 2023 and traveled to New Hartford, NY (approximately 100. miles) and three of the four hubs and wheels were too hot to touch. The fourth was ice cold. Since this time I have tried repeated to reach Greg M*****, the salesman and most recently Nick J*****, one of the owners. The salesman that sold me the trailer is actively avoiding me by refusing to take calls. I am not able to get a resolution from them.

  Business response

  10/16/2023

  Please note attachments uploaded are only a portion of the attachments as there was an issue with the BBB attachment uploader. In response to the complaint please find a timeline with the actions that were completed by STS below. While we are considerate of the needs of our customer, we engaged the OEM who the trailer was purchased from to remedy the issue as expeditiously as possible. As you will see from the timeline below and related attachments we have been working through the diagnosis and repair process in close collaboration with our OEM vendor. Date Notes May 2023 Around May 2023, ***** C*** called STS salesperson, Greg M*****, about a used 2020 53’ step deck trailer that was advertised through *** Trailer Sales and asked If Greg could sell it to him being that they had done business before.  Greg contacted ***** ******* at *** ******* ***** and had the specifications and our pricing sent. While discussing, ***** told Greg it was a nice trailer and had been through the shop having new brakes, and additional parts installed and a fresh FHWA. Communication in Attachment #1, email with subject line of 2020 *** 53' STEPDECK W/ 17.5 RUBBER June 2023 Once pricing was agreed to, the deal with ***** **** was closed and STS received payment on 6/21/2023 and ***** picked the trailer up at *** in Alliance, OH. Deal paperwork attached as Attachment 2. 6/30/2023 After picking up, ***** called Greg about getting the NYSI completed in Syracuse on his way back from OH.  Greg called our Sr. Production Manager in Syracuse, Barb M****, arranged the inspection and it went as planned. Repair Order attached as Attachment 3. 7/14/2023 The following day or a few days later, ***** called and sent pics of a dry rotted tire that was on the trailer. Picture attached as Attachment 4. He stated he noticed the tire was soft during his pre-trip inspection. Greg agreed to replace the tire. ***** purchased 3 tires and sent Greg the invoice, which Greg told him STS would charge one tire to another trailer that he had sold and get *****'s money reimbursed, but it may take a bit.  End of July 2023 Around 10 days later, Greg received a call from ***** stating that after ***** loaded the trailer, that the hubs were smoking and too hot to touch. Greg is not sure how far ***** traveled before noticing. Greg told him to bring the trailer to our Albany facility and we would see what was causing the issue. The trailer was then worked on and picked up by *****. After picking the trailer up, ***** called again stating the hubs were still hot.  8/4/2023 Greg reached out to Bryan M****** at *** with our ****** ******* Manager, Joe F******, copied. Email notified *** that a unit we purchased in June that went directly to the customer had finally been registered and the customer had picked up his first load and brakes kept heating up. Email attached as Attachment 5. 8/9/2023 The unit was pulled into Albany shop for estimation purposes. Joe F****** estimated to replace the S-cams and wheel seals. Email to *** as we were seeking to be reimbursed as the unit was made available for sale originally by *** ******* *****. Email attached as Attachment 6 "*** unit: *****". 8/10/2023 Brian W******** with *** responds to the estimate and pictures sent and approved the initial estimate. Attachment 7 "EXTERNALRE *** unit *****" 8/21/2023 Customer made our ****** ******* team aware that the brakes are still heating up. Email sent to *** stating that the unit is still having the same problem and we request the units “Build Sheet” to confirm all parts are correct. Attachment 8 - "RE EXTERNALRE *** unit *****". 8/21/2023 Bryan M****** with *** responded with build sheet. Attachment 9 - "RE EXTERNALRE MAC unit *****"  8/21/2023 Email back to Bryan to confirm we see all the correct parts as per the build sheet and that we need to contact our tech support team to continue diagnosis. Attachment 10 - "RE EXTERNALRE *** unit *****" 8/21/2023 Internal email sent to STS Service Team requesting help on furthering diag of ***** **** unit. Attachment 11 - "Need Help" 8/21/2023 to 8/22/2023 Phone calls received from **** ********* (*** ********* ******* *******)* **** ********* ********* ******* ******** and ***** **** ********* ********* * ******** ******** regarding tips to diagnose problem. Most suggestions were geared towards checking air valves and air lines which we did. 8/22/2023 Joe F****** received an email from ***** **** and went through his suggestions. After none panned out ***** **** called and ********* with Joe at the unit to review the brake hardware. ***** determined that the hardware was incorrect. He said he had seen this with other *** and ******* trailers in the past where you need to use rollers from 2 different brake kits to close the gap from the roller to the cam shaft. 8/22/2023 ***** ******* installed brake hardware as per ***** ****** recommendation and the unit goes back together. Tested the wheels and they are spinning freely without friction so once again we think we have it fixed. Invoice sent to *** with an explanation of work performed. Attachment 13 - "RE *** unit *****" 8/23/2023 ***** picks the trailer up and calls back after 2 hours stating the rims are heating up again.8/24/2023 Trailer is back at STS and the attached email is sent to MAC. Attachment 14 - "RE EXTERNALRE *** unit *****" 8/24/2023 Conference call is had between Joe F******* **** ****** ******* **** ***********, Brian W********, and Bryan M****** from ***. *** decides that we need to replace the Slacks and perform a test on the ABS to see if the ABS valve is working properly. Joe requested the parts from STS's Albany Parts Counter Salesperson, Joe R***, who was provided a 4 week lead time from *** Parts. Joe sent the attached email to everyone requesting that they find me the parts if possible. Attachment 15 - "RE EXTERNALRE *** unit *****" 8/25/2023 Joe F****** sent *** pictures of the slacks so they can locate the parts….they find them and order them for us. Attachment 16 - "Re EXTERNALRE *** unit *****" 8/28/2023 *** states they found the slacks and will send them to us. Attachment 17 - "RE EXTERNALRE *** unit *****" 8/29/2023 Slacks are replaced. ***** retrieves unit and reports back that issue is still occurring. 8/30/2023 Another conference call with *** was held to discuss and as unit had been reviewed and discussed by numerous subject matter experts at our dealership and the OEM-level, at that time the consensus that there may be a problem with the tractor and not the trailer. Email sent to *** outlining all repairs made to date. Attachment 18 - "RE EXTERNALRE *** unit *****" 8/30/2023 It is determined that ***** has used different tractors to haul the trailer so its surely not a truck problem. Greg M***** and Joe F****** visit ***** at his yard where the trailer is and they were showed how the brakes are locking up still. 8/31/2023 Trailer is back in Albany. 8/31/2023 *** **** from *** gets involved. He believes its something in the service line or service valve. ****** ******* has several phone calls to discuss and *** requests that STS inspect all the air lines again, inspect the screens on the air valve and possibly replace the ABS module. Attachment 19 - "RE EXTERNALRE *** unit *****"9/1/2023 Email sent to *** after ****** ******* performed the work he requested. STS finds a clogged screen to the ABS air valve. ****** ******* cleaned the screen as per Rob’s instructions. ****** ******* also replaced the brake shoes and drums due to the excessive heat they had taken. Email attached as Attachment 20 - "Re EXTERNALRE *** unit *****" 9/1/2023 *** is satisfied that the problem is fixed after we clean out the valve and replace the brakes. ***** retrieves the trailer. 9/5/2023 ***** notifies us that the problem is still occurring, brakes are heating up. Email sent to *** at MAC. *** confers with ***** ********* and ***** M****** and they decide to have us replace the ABS Module. Module is ordered and ***** will bring the unit down once we receive the module. Attachment 21 - "RE EXTERNALRE *** unit *****"9/7/2023 ***** brings in trailer to have ABS Module replaced. ABS Module is replaced and while ***** is waiting ***** shared with Joe F****** some other concerns he has with the trailer. Joe saw a broken weld on a cross member in the rear and a broken weld on the right side rail. Those issues are reported to *** and ****** ******* received approval to make those repairs as well. 9/7/2023 While ***** was on-site at our Albany facility, he spoke with Greg about trading the trailer in and buying a different unit from STS. ***** gets upset that he’s told in order to trade the trailer in he must buy another trailer from us. STS did not have any trailers in stock that would match the *****'s specification (trailer needed  17.5 inch wheels) so he turns down the offer to trade the trailer in. *** responded while ***** was on-site that they approved STS to repair the broken welds as well. ***** decided to leave the trailer in Albany for the next week while the welds were being repaired since he was going on planned trip to the west coast and would not need the trailer for a week. 9/15/2023 Trailer is complete again. Invoice is again sent to MAC. Attachment 22 - "Final invoice for ***** **** trailer" 9/25/2023 While Joe F****** was out of the office on vacation, ou* ****** ***** *** ******* Administrator, ***** *******, emailed Joe stating that ***** came to the office and is upset about being ignored. Joe sees email when he returned from his vacation. 9/27/2023 Nick J*****, Sr. Director of Finance & Operations, receives an email from ***** ****   regarding the issue. Issue is escalated to ***** J*****, President/CEO same day as he oversees the Trailer Sales department. 9/29/2023 ***** follows up with Nick J***** who speaks with team internally and ascertains that ***** was provided an update by Greg M****** Email for 9/27 and 9/29 - Attached as Attachment 23 - "RE_ _EXTERNAL__2020 *** Trailer" 10/2/2023 Greg informs Joe F****** that the unit is back in Albany. Only 1 mechanic was on-site that day and Joe continued working to resolve the issue with MAC. 10/3/2023 Attachment 24 - "***** **** *** Trailer". Email sent to *** at *** looking for guidance on next steps. Joe F****** outlined all previous work performed. ***   responds asking if the tractor could be the problem. 10/3/2023 Joe F****** speaks with **** ********* (WNY Technical Service Manager) and he coming travelled from STS' Rochester Facility with his Lead Technician to assist with the issue. 10/4/2023 **** ********* and his tech looked at the trailer and determined that the wrong slacks were provided by MAC. Plan is to replace the slacks again, s-cam bushings, brake shoes and hardware, and brake cans. 10/4/2023 Attachment 25 - "RE EXTERNALRE ***** **** *** Trailer". Plan emailed to *** and requested assistance on getting parts here faster. 10/5/2023 Joe F****** - called ***** to let him know STS finally had a plan to resolve the issues including the parts we are replacing and the timetable on receiving said parts. 10/5/2023 Parts are ordered from *** and alternative paths are sought to expedite the process. Earliest *** could get parts to STS Albany is 10/11 and no other viable parts sources are found. In addition to the data that has been shared. STS has kept ***** **** apprised of the repair process throughout the timeline above through constant communication and reviewed the work along the way.  

  Customer response

  10/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ***** ****

*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. ↩