ComplaintsforNorstar Trailers, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My spouse and I purchased a brand new ironbull rolloff system (16k trailer with 3 roll off containers). We drove 18+ hours round trip to do so. Upon returning and paying to have the bins undecked, the doors for two trailers didn't fit. Upon inspection, we saw that two containers aren't even the same as the correct container. No serial info on doors, the tag on the wrong trailers are marked "revision" on each, and we're made a year and a half ago. The dealer forwarded us to Norstar and sent measurements, pics, etc. the woman handling this communication is great, but is saying every decision is above her, yet those individuals "dont deal with the consumer directly". It has been over a week and they have now stated avoiding calls, being in "meetings" and yesterday, the receptionist hung up on us asking what would take a call back"The fact that larger complaints like this cannot be escalated is a red flag in its own. They have directly said this was a mistake on their end and are experiencing severe QA issues, which is understandable, but this long with no resolution, litigation of a plan to resolve, etc is inexcusable. We are out travel expenses, loss of revenue, and still have a mess of bins we cannot use. We are $30k into a set of nothing more paperweights right now and this "family owned" company has ZERO regard for my family.

  

  Business response

  05/29/2024

  *************, I want to sincerely apologize for the inconvenience and frustration you have experienced with your Iron Bull roll off system purchase. We deeply regret the issues you encountered with the incorrect containers and the lack of timely communication and resolution from our team.
  We understand the significant impact this has had on you, including the travel expenses, loss of revenue, and the unusable bins. We acknowledge that this situation is unacceptable and we are committed to making things right.
  To resolve this matter, we are arranging for two replacement products that will be sent to aa dealer near you. Additionally, we will reimburse you $1000.00 to cover the transportation costs associated with picking up the replacement product. We will ensure that our team handles this with the utmost priority and keeps you informed throughout the process.
  Once again, we apologize for the inconvenience and appreciate your patience as we work to rectify this situation. Thank you for bringing this to our attention, and for giving us the opportunity to address it.

  Customer response

  05/29/2024

  After two weeks of having to advocate for ourselves, we finally got Norstar to replace our product in somewhat of a timely manner. 

  We were given options to return to dealer (another 20 hr round trip, days off work, costs and out the undecking cost at home) 

  Take replacements made new - 4 week lead time minimum because of "backorder" 

  Offer to "repair" containers, which would mean make doors to fit wrong bins-which would make them work but not be our 2024 model we paid for. 

  The warranty clause was never given to us by the dealer, isn't a signed document, and doesn't mention a factory defect of this magnitude or being supplied an incorrect container. 

  We lost thousands in lost revenue and have to make two, three-hour round trips to swap the new bins they magically found in 2 weeks when I said if we didn't reach a deadline, I would be pursuing this legally based on federal.consumer law. The $1k won't even be issues for 4 weeks, hopefully we do see that. It is kind of insulting knowing what this costed is, being outside your normal reasonable warranty like a pump, latch, winch, etc. 

  Although this was resolved, we will likely order future containers and trailers from another manufacturer and dealer.

  I advise anyone purchasing a Norstar product to make sure they do not buy a stacked set so you can verify the doors actually match the unit, numbers match, etc. We learned their labeling and stamping of serial information has no correlation of matching doors and units, or what the dealers actually are tracking as they receive them. Their resolutions are at their discretion, which really locks the consumer into the fate of what Norstar feels like doing, whether it was them or their dealers negligence or not, whether it's a cheap issue, or 1/2 of your $30k rig being incorrect. They have a lot of specific business structuring to advance before I would feel comfortable in investing in further Ironbull/Norstar products. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Norstar trailer from a Norstar trailer dealer on 11/10/2021. While the trailer was still under factory warranty, it actually broke into 2 pieces. The entire rear of the trailer broke off, and fortunately did not hit anyone on the road. I called the factory and after much, much run around, I was told that they could not repair it, and to go get it repaired and send them the bill, which I did, they then proceeded to give me more run around, finally telling me that a reimbursement check would be sent to me next week, which never happened. After several more weeks, phone calls and emails, I finally received a response from *********************** that they were not going to honor the warranty because the trailer was sold at an auction. It was announced at the auction that the trailer was brand new, on MSO, and under full factory warranty. While I am not at all happy with the quality of the trailer, It really upsets me that I wasted so much of my time getting my chain yanked by this company and their "warranty"

  

  Business response

  12/15/2023

  I apologize for the confusion on this whole situation.   The trailer was sold without factory warranty to a company that releases them at auctions.  *********** the products are new and have not been purchased in the past but generally have a defect or flaw. This is why they are sold without a warranty. Our customer service team has been given better visibility so that we do not make a miscommunication like this again, in the future. 

  We have contacted the company that purchased the trailer from us and they will be reimbursing you for fixing it, considering the confusion. I would reach out to them for any future updates on that payment. I wish you a great holiday season. 

  Customer response

  12/17/2023

  I am rejecting this response because:   I have been told that I would be reimbursed for this numerous times over the last couple months, just to have norstar come up with another reason not to pay, ie no proof of purchase, auction purchase, etc, etc.  and have yet to receive reimbursement. People should be warned about the product this company makes and their service after the sale. 

  

  Business response

  12/22/2023

  I understand your point of view here. I assure you we spoke to the company and they have told us that Check ***** was sent out December 21st for ************ of $405.94.

  Again I do apologize for the confusion surrounding this situation. It should have been made clear the unit does not carry a warranty, as it was not sold with one to the seller. 
  

  However considering you did get approval to repair the damages, we have made sure this is being covered. 
  

  please allow **** business days to receive this in the mail considering the holidays. 

  Customer response

  12/22/2023

  As this is the 4th or 5th time norstar has said that they are sending a check, then said the selling dealer would be sending a check, and a check never arriving, I will believe it when I see it. I have already invested more time into this fiasco than the the reimbursement is worth. The public should be warned about this company's poorly built products as well as their lack of service after the sale. 

  Customer response

  12/26/2023

  I am rejecting this response because:   

  As this is the 4th or 5th time norstar has said that they are sending a check, then said the selling dealer would be sending a check, and a check never arriving, I will believe it when I see it. I have already invested more time into this fiasco than the the reimbursement is worth. The public should be warned about this company's poorly built products as well as their lack of service after the sale. 

  

  Business response

  02/05/2024

  Good afternoon ********************, I am sorry you have not received your reimbursement. Check ***** was sent out December 21st for ************ of $405.94.  Please email us at *********************************************** so we can confirm your shipping address and we will have it re-sent out.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Defective tires on trailer

  Customer response

  09/15/2023

  I am quite worried since I bought a new trailer from the Iron Bull brand that the manufacturer is North Start Trailers since 2 of the 5 tires that came with the trailer have exploded. In the photos you can see that the tires still have a lot of time to wear. life. and they still explode, I want the tires to be replaced with a different brand since an authorized Iron Bull dealer told me that those tires have had that problem.

  

  Business response

  11/14/2023

  I am so sorry to hear of the tire issues you are having.  We are happy to assist with this issue.  Our tires are covered under warranty though the respective tire manufacture.  You can submit a claim directly with your purchasing dealer or feel free to reach out directly and we can ************* a claim.  email us a ************************************************ All we need is the *** of the trailer, and a few pictures.  Send in a photo of the damaged/defect on the tire, a photo of the dot number, and a photo of the tire brand.  

  thank you! 

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/29/22 I bought a 24' Bumper Pull Hydraulic Tilt IronBull Trailer, on 12/07/22 the light bar broke off and was dangling, dragging through the highway. To put it into perspective, that was just 1 week after purchasing the trailer, I couldn't believe it. If it hadn't been for our routine inspection after 100 miles, I'm sure it would have completely broke off and probably hurt or even caused a fatality accident to the vehicles behind me. I spoke to the dealership that sold me the Trailer and they recommended me taking it to the nearest shop, which I did, and they did warranty repairs that were completely horrible! Now they are saying to take it back to a different shop to get it repaired...again! I don't have that kind of time and all I'm asking is for them to take their accident-prone trailer back and reimburse me my money. Of course, both, Norstar and the dealership said that's not going to happen. Therefore, I just want to warn others. These trailers are not well built and/or their ***************** personnel doesn't do a complete inspection on their trailers. Please be aware of these Norstar trailers; the way they built them is completely horrible and very unsafe!!! I gave them the opportunity to replace it with a non tilt or refund my money, but they refused. $13,000 for a trailer that with less than 1 week old I will have to take to one my trusted clients and have them repair it the correct and safe way.

  

  Business response

  01/26/2023

  After working with the customer and ensuring them of the sedulous warranty coverage that comes with the Iron Bull trailer the issue has been resolved. The repair was completed by a trusted shop local to their area and is to the customers satisfaction. We are so glad to have been able to take care of this customer and to be informed by the customer that the trailer is in good working condition and being used almost daily for their business. Thank you for allowing us to serve you in this difficult time.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Iron Bull dump trailer, which stopped correctly operating after approximately 10 uses. I have been attempting to seek warranty repair and the company is not honoring their warranty and obtaining a repair for my trailer. I spoke with ****** (sp?) who seemed compentant and helpful, but it resulted in no additional communication and/or action. They try to pass the buck onto the dealerships, who are even more unhelpful and leave no remedy.

  

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/05/16) */ Good morning Mr. ********. It appears there is a claim number, XXXXXX for a replacement KTI pump for you in the system. The pump is pending shipment to the dealer location for you. An email was sent to the dealer confirming the order. This order should ship out this week. If you will send an email to ***************@norstarcompany.com and include your claim number we can send a copy of the tracking number to you when it ships out. Consumer Response /* (2000, 7, 2022/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been communicating with the Morstar about how to resolve this and I have been extremely satisfied at their desire to find a resolution I am happy with and that is fair to them.

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