ComplaintsforThe USA Trailer Store

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new motorcycle trailer from this company on-line. They did not include the bill of laden I need to get it legal in the state of ********. The emails they have sent me have done nothing. I have sent emails and talked on the phone, still nothing. I cannot get my brand new trailer legal and they don't seem to care. They got my money and I got my trailer, but I CANNOT GET IT LEGAL SO ITS WORTHLESS. Thank you!

  Business response

  07/23/2024

  Customer's paperwork is being processed within our normal processing time. He has been told that if he is unhappy with the timeframe that he is welcome to return the trailer. Please let us know if he wants to return the trailer and we will provide a prepaid Bill of Lading. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Vector Batwing Fairing from Towblazer online. Part arrived, certified Indian mechanic at dealership says it doesnt fit any Indian model. I left multiple voicemails, no reply. Finally they reply to email and say theyre too too busy building fairings to take phone calls, even though I explained we think we have the wrong part - possibly they sent me one of their ****** fairings by accident . They refused to offer any guidance, instruction booklet was 1.5 pages of garbage, they would not talk to me or my mechanic on the telephone, and refused to provide a new box/styrofoam for the return. So the dealership packaged it up the best they could with bubble wrap and sent it back. Of course Vector/Towblazer claimed damage and only refunded me 50%, my credit card refunded the rest, and now they can argue over it. These fairings are cheap plastic with the speakers in them, one size does NOT fit all, if you have any issueno one will talk to you, and if you mail it back you will not get a full refund. Thankfully I have an excellent credit card, but it wont help me with the wasted labor fee or my time. Dont do business with these scam artists. There are competitors that actually practice customer service and stand by their product.

  Business response

  07/03/2024

  Customer was asked to provide photos so that our technicians could evaluate any possible issue. These photos were never provided. Customer asked to return the product and did. However, the product was not returned in its specially designed carton with inserts. Nor was it wrapped in adequate bubble wrap. As a result, the fairing was damaged in transit upon return. It is the customer's responsibility to return the product in original condition and did not. Therefore, per our terms and conditions the appropriate deduction was made from the refund, 

  Customer response

  07/03/2024

   
  I am rejecting this response because:
  Business acted in bad faith, refused to provide basic customer service and guidance via telephone, refused to assist in providing repackaging materials, poor product with no customer support and refusal to refund full amount. Will continue to inform customers about this business via reviews. 

  Business response

  07/03/2024

  Again, a simple request for photos was ignored. Our technicians cannot speak to what they cannot see. The item was returned damaged and the deduction will stand.

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The trailer itself had multiple is***s not noticed at pickup. When my friend went to collect it, he was rushed through the process without being given a chance to inspect it thoroughly. Although the lights were tested, there was noticeable damage that could not have occurred during towing to my location. One of the metal mesh side bed supports had broken and jagged pieces at the top, and the bed frame support rack was bent, likely due to shipping from *****. Additionally, some bars supporting the side bed were improperly sized, requiring a couple of taps from a rubber mallet to fit it into place. This damage doesnt affect the trailers function but are frustrating and a indication of poor quality control. TENT: Despite being in a sealed box, the tent was clearly used. The tent had signs of wear and partial punctures. The owners manual clearly states the seams need to be sealed but were already seal taped suggesting prior use. They claimed I sliced the tent when I opened the box, however the tent was in a bag in the box, the bag doesn't have any slice marks and more importantly, the damage are not razor slices but puncture damage.POOR TENT SUPPORT. The tent poles were a mismatch of metal and flexible shock-corded poles, making the included clips useless. The plastic clips are so big they dont even clip in some spots and in others they have considerable strain and seem likely to fail quickly. When I contacted customer support, they questioned why these is***s weren't raised upon pickup, which is fair. However, they didn't allow for a proper inspection on-site. The tent was in a sealed box, there would be no way you would know it was used. Their solution was to return the trailer at considerable time and expense or pay for an expensive replacement tent. It is a 13 hour drive and 26 hours roundtrip. I was asking for a partial credit for the tents cost, which they cited at $500. They threatened to *** me if I dispute the charge with my credit card

  Business response

  06/21/2024

  No one rushed your friend upon pickup. You friend had an opportunity to fully inspect the trailer upon pickup. Your friend was required to sign a pickup form before leaving, so he was free to sign this on his time and not ours. We cant twist someones arm and make them sign the pickup form. The trailer and tent were shipped in perfect condition. You have also been told you are free to return the trailer.  

  Customer response

  06/21/2024

   
  I am rejecting this response because: Their claim is not entirely true and a bit misleading.  The  pick up receipt highlighted four items: 1) Owners Manual 2) tires check for air pressure 3) Lugnuts Torqued &  5) trailer lights working.  The tent was in a sealed box & there would be no reason to suspect it was used.  He was rushed & not given the opportunity to fully inspect the tent. There is no reason to expect a tent in a sealed box was previously used.   I acknowledge you offered a return for the entire trailer, but that is not possible given the 26 hour round trip drive and considerable cost associated with that.  You also immediately threatened to *** me if I entered a charge dispute on my credit card.   You stated "should you win the chargeback we will absolutely pur*** the necessary legal action in the state of **************, including a list of fees associated with doing so. The long arm statue will require you to defend yourself in **************, which we are confident that any judge within this county will agree that keeping a product and obtaining the funds is inadmissible."  Seriously, what kind of company threatens a lawsuit for a customer seeking an amicable resolution for a damaged/used product? You sold me used (or damaged) product as new.  I am only asking for a replacement tent or a credit for a used/damaged tent.  You've made accusations about me damaging it with a razor, the pictures do not show any razor slices.  Also the tent was in a bag which had no damage.   Rather than work with me as a customer, you have only threatened and made accusations towards me as a customer.  After doing additional research on your companies, it seems that this is not the first time you have sold used or damaged products and then blamed the customer.  From my perspective this is fraudulent. Once again I am asking to settle this dispute amicably through a credit for the cost of the tent or a replacement.

  
  

  Business response

  06/21/2024

  There is a paragraph near the signature line whereby the person signing is acknowledging receipt of the product in good condition. After you threatened a chargeback, we simply provided details on how we would respond to your chargeback. We offered a new tent at ******, which is ****** less than usual retail, so we tried to work with you. Weve presented the options and will not respond to further BBB messages. 

  Customer response

  06/21/2024

   
  I am rejecting this response because: not entirely true and the box that contained the tent was sealed and in good condition.  But the tent inside was used.
  
  I am rejecting this response because: Again, not entirely true.  I asked what a new tent cost and you replied:
  "On Wed, Jun 19, 2024 at 10:57?AM **************** <*********************************************************> wrote:  A replacement tent would be $500 plus about $100 to ship it to your zip code.
  Regards, The USA Trailer Store"
  
  You are avoiding the obvious issue of the tent being used and you company is not willing to correct the issue.
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/17/24 I ordered a motorcycle fairing from this company, order # ******. I received it 5/22/24 at roughly 5pm. I opened the package and immediately noticed the fairing was damaged in 3 separate places (badly scratched) as well as being very dusty/dirty right out of the box. I emailed the company right away and started the return process for a full refund. I shipped it back very securely in the original packaging the following day 5/23/24 tracking # ************. I received an email from Towblazer on 5/28/24 stating that they are only refunding me $181 out of the $428 as the fairing came back damaged. I received it damaged that is why I sent it back in the first place. They are blaming the damage on me therefore won't refund me fully. That is a terrible way to do business which lead me to filing this complaint. I am looking for the additional $247 refund which will satisfy my dealings with this company. Thank you in advance for your help concerning this issue.

  Business response

  06/20/2024

  Our fairings are inspected during production and then again prior to shipping. When you received the fairing you sent a message about damage. When we asked for more information about this you sent photos showing damaged to one side of the carton and implied that the damage must have happened during shipping. When your return was received there were scratches at both ends of the fairing and on the nose. There was absolutely no damage to the fairing carton on either end, so damage to the ends of fairing did not occur during transit. This fairings was not shipped with damage to both ends. Our inspectors would not have missed damage at both ends of the fairing and the nose.  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction was on the 12 the of April and the company told me the batwing fairing with a stereo system would fit my ************************ FXST Softail 2023. When I received it, it didn't fit at all. I had to show them pictures that it didn't fit my bike. So I sent it back with the return label that they sent me. They sent me a picture of it being scratched. I told them you wanted pics of it not fitting my bike. If it got scratched that is the reason because it doesn't fit my bike like you said it would. They charged me 200 for the scratch. It wouldn't of been scratched if it didnt fit my motorcycle. The business didn't try to solve it. They were mad at me because I wanted to return it because of course it doesn't fit. It cost $1102.00 and the scratch is very small too. Also they are trying to say the windshield was damaged which I never even touched the windshield. It was still wrapped. I think they did the damage to everything for me to pay them $200.00.

  Business response

  05/01/2024

  You were given a prepaid label to return the fairing because it did not fit your bike. We did not deduct a restocking fee and we refunded the outbound shipping. The fact that the fairing does not fit your motorcycle does not give the right to mistreat or mishandle the product. There is an obligation to return the item in its original condition. It was not, and therefore we deducted ****** for the damage. I am sure that if you removed and replaced other parts on your motorcycle (such as chrome parts), that you would take care not to scratch the parts.

  Customer response

  05/01/2024

   
  I am rejecting this response because: I could not remove anything on my bike. You wanted to see it not fit my bike by me taking pictures so I did and then you are were trying to say I put a little scarf on the fairing that cost me ******? I want my money back!!! You sold me a fairing that you said would fit before I even ordered it!!! You said it would fit but it didn't. Then you thought I was lying by saying it didn't fit so you wanted me to take pictures of it not fitting. I was going to remove anything from my bike. This bike is a ********* bike. You were just trying to make a sell. I told you what kind of bike it was on the phone before I ordered it. 2023 Harley ******** softail Standard FXST. I want my money back!!!

  
  

  Business response

  05/01/2024

  Maybe you misunderstood my point. Nonetheless, the fairing was not sent with scratches and was returned with scratches. Therefore the deduction. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im addressing this message to my fellow biker friends of the State and ****** (veteran motorcycle club, police motorcycle clubs and all riders). Dont buy it over there. They just have no respect for their customers. When you order, they ask you to provide very sensitive informations pretexting that they have been steeled by people!!!! They have your credit card number with the 3 digits, your mailing address, your billing information, your name, your email, your phone number and still ask for a driving license with a photo if they dont chip at the billing address. If ever somebody is hacked. Its not going to be them but you. When you try to reach them, no answer. Have called 3 times and tons of email and the guy who answer, didnt know that I could order a fairing with no cutout (its on their site) Finally, somebody over there accept my order (from ****** to be shipped close to the border for pickup and confirm that I want the fairing with no speaker cutout). Receive the stock, pay ******** Custom Fee. Back home and find out that there were speaker cutouts. Ive found out that you deal with 3 different companies; Towblazer, Inc., Vector Batwing Fairing and *** Trailer Store. Ouch and all those fairing is ***** Made. The site let me think that its ******** Made. *** sent them a letter and you know what, not answers, no excuses, not credit .. Pass the word *******

  Business response

  03/27/2024

  Customer and return the fairing for a refund.  We will provide a prepaid return label from *************, the city and state to which is was delivered. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 01/15/24 They sent me a used/damaged product and are now trying to say I did it. I received this item on the 17/18 and it sat in my garage in the box for about **** days because my Dad was in the hospital, when I finally did open it, I never took it out of the box, I have the pictures of it when I opened it, and the pictures of what they said they sent me and neither pictures look like it was new. They sent me a returned product and now if I return it, it will cost me over $150 restocking fee and ANOTHER $80 to ship it back. The guy I have been talking to called me a liar and accused me of doing this all the time when all I want is a new product that I don't have to work on. The last 3 pictures is what THEY say they sent, and maybe it is, but as you can see it's NOT new!

  Business response

  02/09/2024

  After having the fairing in his possession for 2 weeks, this customer sent photos showing scratches within the finish of the fairing. It appears that someone wiped the fairing with a dirty cloth. Because of this it was scratched. We inspect and document with photos every fairing before shipping. The manager that conducts these inspections is a 20 year Navy veteran. He doesnt miss much, and certainly would not have missed what the customer is now showing us in the photos of his fairing. There is no way possible that this fairing was shipped in this condition. Nevertheless, the customer has been given the option to return the fairing. 

  Business response

  02/09/2024

  See attached 

  Customer response

  02/09/2024

   
  I am rejecting this response because: Navy guy? really? They sent me a used item, I return it, they charge me a $150 restocking fee? Pretty good scam they got going on right? Maybe I should sell it over and over and collect $150 everytime it's returned?
  
  

  Business response

  02/12/2024

  Yes. Navy. If you would like to call and speak with him you can. Please return the fairing, and a refund will be issued per our policy.

  Customer response

  02/12/2024

   
  I am rejecting this response because: I'm NOT paying The scam $150 restocking fee. From here on out courts will handle it. See "NAVY GUY" in court.
  
  

  Business response

  02/13/2024

  This is our last response. If you want to return the product for a refund, then please do so. There is a page on our website to start a return. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a portable sink from this company, paid more than $1400 for it, well the sink come broke, i was unboxing it and could see that the corner was broke, it come used, as i can see because the water gallons are old, and they didn't sent the screws ( just sent one s**** lose in the box), handles to attach the door nobs, no key to open and close the cabinets, by the pictures you can see this isn't a new sink, that wasn't at all what i was expecting, i want something proper, i want the business to pay for the shipping back and i would like to receive a sink that isn't broken.

  Business response

  09/22/2023

  Customer has already been provided with a link for starting a return. We can also send parts if she would like.

  Customer response

  09/22/2023

   
  I am rejecting this response because:
  Theyre not assuring that the shipping will be paid by the company, when opening the link provided say the shipping back is in charge of the buyer, and I need *** to pick the sink at the place of delivery. 

  Business response

  09/22/2023

  We will pay for shipping. But be aware that if the sink arrives with more damage then you will be responsible for this. Also, it appears that you destroyed the carton. This is problematic as the ************ and foam within were specifically designed to prevent damage during transit. Also,the carton in which it was shipped is close to the ***** maximum. If you repackage the sink and it exceeds these original dimensions by much, then ***** will consider this to be an unauthorized shipment. ***** is serious about not handling packages greater than their maximums, and apply a punitive ******** charge to an unauthorized shipment. If you repackage the sink and ***** applies the unauthorized charge because it exceeds these maximums, then the unauthorized charge of ******** will be deducted from any refund. 

  Customer response

  09/25/2023

   
  I am rejecting this response because: I didn't "destroyed' the original package i opened the box, what is normal when you receive something, and i didn't had how to imagined i would need the package again obviously,  and now is of course impossible to send it back in the original package, we can settle in a good  discount to the original price, plus a replacement to the missing parts.
  

  Business response

  09/25/2023

  Which parts do you want?

  Business response

  10/02/2023

  We have already asked which parts you need and I did not receive a response. This will be my last response unless you want to provide me with a list of parts. 

  Customer response

  10/07/2023

   
  I am rejecting this response because:
  Its in my complaint application the parts:

  -the screws that match the handles

  - the finish part on the outside that came broke

  - the key for tha cabinet 

   And a discount to the final value 

  Business response

  10/09/2023

  We can send screws for the handles. The cabinet does not use a key, and nowhere in the ad will you find photos or mention of a key. You simply use a coin or screwdriver.So we will not send keys. We cannot determine from the photo whether the left side, right side or back has been damaged. If you let us know which one you need we can send it. We can refund ***** against the original payment. If you are unhappy with this offer then you can return the sink as previously discussed.There will be no further negotiation or communication on our part. 

  Customer response

  10/10/2023

   
  I am rejecting this response because:
    The cabinet is damaged in the right side, came  all lift and not glued proper, I will gladly return it, if you give me 100% warranty of refund, as you stated in previous message, its not in the original box anymore and *** can charge extra, and you would be charging that on my refund, what is not acceptable, counting with the fact that isnt my fault you sent a sink previously used and damaged.

  its acceptable for me a $300 discount to original price and the replacement of the parts.

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Seller ghosts my messages after No product has been received as the product was returned by the carrier itself not received or opened by me as consumer. Every message for refund gets ignored and the seller does keep my money and does not get back to any refund request.

  Business response

  08/07/2023

  Customer has purchased through ***** As such buyers and sellers agree to communicate only through ***** Customer can message us through ***** and if he is unhappy with our response then per ****** user agreement the customer can contact **** for a resolution. 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before we bought the trailer we called the company and talked to the sales ********** him we had a **** ****** Royal Star and asked if this trailer would work for this bike. We where assured it would since the total weight the trailer is approved for is ****lb and our bike is 869lb. We received the trailer on April 26. Due to our busy schedule and bad weather we did not get around to putting it together till this weekend, May 20. Putting it together and taking it for a short test drive around the block it became very clear that this trailer can not hold the weight of a 800.lb bike. It is not sturdy enough and the front bends when you tighten down the straps on the bike. When we called the company on Monday morning we were told a very different story than when it was time to sell the product. Now we are told that the trailer can NOT handle our bike. They are now saying that the total weight has to be under **** lb, trailer included. And that is not what the specs says or what they told us over the phone when we bought the trailer. The specs reads: the maximum load capacity is ****lb. In the informational video on their website they even show the trailer with a full size ****** on it. There are no full size ******s that weigh under 800 lb. And on the specs I have attached from their website, (on spec 3) it says it will fit HD and Gold Wings. All bikes well over 800 lb. So according to their specs and advertising video this trailer is advertised as able to handle an 800lb bike. But in realty the trailer is not able to and the company will tell you so after you buy the product. It seems like a lot of false advertising for a trailer that can not handle it. We would like the trailer returned and refunded. But the company will not speak with us on the phone anymore and are referring us to there website and sent us an email saying they will not take it in return because it is used and past the 14 days return policy. We need help in this case.

  Business response

  05/24/2023

  We record all calls and have reviewed the customers initial call. Prior to making his purchased the customer never mentioned his make,model or weight of his  motorcycle. He simply asked the capacity of the trailer and our representative stated ***** lbs. The capacity of the trailer is most certainly ***** lbs and have had customers tow a Gold Wing motorcycle from ************* to *******. If the outriggers are bending when tightening straps then the customer has not read the instructions or is not following them correctly. The outriggers are designed to balance the trailer and not necessarily hold the motorcycle onto the trailer. The straps holding most of the tension should be attached to axle of the trailer. The customer called again after receiving the ********************. He states here in the complaint that we are now telling him that the trailer and motorcycle cannot exceed ***** lbs.combined. The telephone call was also recorded and has been reviewed. Nowhere in this conversation was he told this. His claims here in this complaint are pure fiction. What the customer has not mentioned here, but mentioned in an earlier email to us, is that the trailer is difficult to load. The difficulty in loading appears to be the true reason the customer wants to return the ************************ customer has loaded a motorcycle and towed the trailer. Usually we would not allow for the return of the trailer because it has been used. However,weve made an exception and have informed the customer he can return the ********************, but this will be at his expense. 

*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. ↩