ComplaintsforTrailers LLC

• Initial Complaint

  03/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought 2 trailer axles from this company months apart. Same exact part number same price. First axle came complete with springs as the part number indicates it does second axle was stripped of the springs and u bolts. He is taking the parts that I already bought and selling them separately to make more money. The company who makes it ****** **** says he can’t do this but no one will do anything to hold him accountable

  Business response

  04/08/2022

  My name is Guy M******* from TRAILERS LLC in Cairo, N.Y. 12413. This response is in reference to complaint # ID ******** ****, ****, Our company did sell this customer 2 axles as separate as stated a few months apart, We normally purchase our axles from *** **** trailer parts, Which is owned by ****** ****, When the customer Mr **** Called the first time for axle number 1 he was informed that the lead time on axle orders was between 6 - 8 weeks minimum, he told us he was broke down and really needed it sooner, We told him we could call the manufacturer *** ********* and see if we could get the axle sooner to help him out, he was also told that buying from them we would pay more but could get it sooner, around 2 week to get. after speaking with *** we could get the axle quicker so he agreed. When we at TRAILERS order axles an axle can be ordered several ways, 1)  axle tube only 2) idler axle ( no Brakes ) 3) axle with brakes 4) axle with brakes and suspension, which includes the leaf springs and the bolts ) For both axle orders Mr. **** was asked what he needed at time of order and at time of pickup both times he stated axle with brakes only. When we get axles from a manufacturer we have to take them the way they order them ( as a manufacturer they order them as axle with brakes and suspension for trailer assembly ) Mr **** for the first order stated axle with brakes only that he did not need the springs or u bolts, unfortunately for us we were short handed the day he came and our employee had not removed the springs and u bolts and no one noticed until later in the day, and the customer was already gone, so we made a decision to live with our mistake and not call the customer to bring it back ( customer service ) when the second axle was ordered the same protocol, do you need the suspension and we were told told no, this time we did remove the unwanted suspension ( that he was not charged for, the axle price with suspension would have been $ 1250.00 not $ 1,100.00. ) Mr **** was extremely belligerent when he called and would not let me explain our error on the first axle purchase, just kept screaming  and calling me names and he finally hung up. He then proceeded to call *** ********* and they told him that they only sell to dealers as they get them complete with suspension as they have no need for loose springs and u bolts, he got nasty with them several times on different calls. Then called ****** **** who sold the assemblies to *** ********* to ask how they were ordered by *** ********* and he was told as complete with suspension as I have stated. After I spoke to My sales person at *** he told me about the fact that he spoke to Dexter and at no time did Dexter tell Mr. **** that removing the springs was not allowed. That particular spring pack sells for $ 85.00 per spring, there are 2 per axle and u bolts are sold as a pair for $ 18.95 per pair you need two pair. We offered at his first call to sell him the suspension Kit for $ 100.00 dollars a savings of $ 107.90 in an attempt to make him happy, this did not work. Everyone he called tried to explain to him he did not pay for the suspension, he does not understand that the first axle was our mistake for not removing the springs. He was foul mouthed to everyone at our office and at *** *********. I would like to also add that from the time Mr. **** bought the first axle *** ********* implemented  a 5% material surcharge on all parts, which we did not pass on to Mr. **** for the second axle, At no time when the second axle was ordered or picked up was anything said about the springs. With the first complaint call I told Mr. **** he could return the axle for a full refund and order the axle elsewhere. The majority of all the axles we sell are without suspension, the springs are fine, or they replaced the springs a year ago, there are many reasons people don't want or need the springs  We have been in business for 27 years and we always try our best to make every customer happy, our reputation is very important to us and always has been. I will once again extend the original offer to Mr **** to purchase the springs and the u bolts for $ 100.00 I am hopeful that this response puts things into prospective. Thank You. Guy M******* at TRAILERS LLC. ###-###-####

  Customer response

  04/12/2022

  It was purchased through *** **** and sons inc, not Peter ****. Trailers is trying to cover up what they are doing by changing the focus. What a waste of time.

  Business response

  04/13/2022

  We are in receipt of the response from Mr. ****. The clarification on the names was simply to see if there was confusion between Peter and ****, as you can see on the credit card receipt the name was Pete ****s. We believe the offer to sell the parts that he did not pay for at the huge discount we offered, or the offer for him to return the parts for a full refund was more than fair. Although we always try to everything possible to make every customer happy, as our record would indicate, but it does not seem that we can do enough for this customer. Thank You. Guy M******* at TRAILERS LLC. ###-###-####

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