ComplaintsforSymmetry Trailers

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Symmetry trailers built for me a custom toy hauler trailer for the purchase price of $ 39,805 which I received on August 12, 2022. It unfortunately has several ongoing safety issues and ongoing water leaks they have been unable to repair/resolve after 3 attempts. The owner also refuses to give me a copy of the detailed build receipts or a written warranty to submit to my insurance company. I have asked them several times for these. The owner Adam Pauli refuses. As for the ongoing water leaks. The trailer was returned the very next day after receiving it brand new for the initial water incursion we experienced after the first night of use. Everything inside the trailer was soaked. We found that there were several leaks on the front of the trailer while driving in the rain. In total, the trailer has been in their possession for an entire year, on two separate occasions, to fix these water leaks under warranty, as this has been an ongoing issue since day 1. I’ve been making payments and unable to use my trailer while they attempt repair. The owner, Adam, even admits he doesn’t know where the water is coming in from. Recently on 4/24/2024 on the most recent pickup for water repair, Symmetry forced me to make a payment on a work order I never signed off on. This was supposed to be warranty work. The owner is upset that I hired an attorney and am making an attempt to have them buy their broken trailer back. In retaliation I was forced to make this payment to get the trailer off their lot as they suddenly started charging me storage fees as well. They stated the leak was fixed (again) It is not, we are still getting water in the same place we found on the 16 hour drive back home yesterday. After another 6 month repair, it’s still leaking!!! They’ve had it since October 2023. I would like a refund for the $2945.00 invoice they forced me to pay to get my trailer off their lot. Please allow others to know about their shady business practices.

  Business response

  05/31/2024

  from: Symmetry Trailers <[email protected]>
  to: [email protected]
  date: May 31, 2024, 12:25 PM
  subject: Response to case #21631322
  
  Symmetry's Response:
  On October 13, 2023, the customer contacted Symmetry through text message with the following message:
  
  "Hey Adam it's Cortney from Chicago. Have been enjoying and living in the trailer for the last month and half up in Canada and the Pacific Northwest. This thing gets lots of compliments, looks, and questions from people. Curious if you've done any more builds of them?
  2 issues, we lost our tail lights completely on trailer. Got pulled over in Idaho thankfully no ticket from that sheriff. Dave was able to fix on the road next morning he said wire speed connectors were rusty and broke the electrical connections underneath. He also noticed while under there that the electronic brake wires were connected the same way and not soldered and taped safely. So they also look rusty and close to going.
  
  We've been getting water in the front mainly inside the electrical and refrigerator compartment that sits in a pool then migrates to the back inside trailer. I will include video and still shots of the amount. Is pretty significant but we've been handling while in the road. Other than that all good."
  
  The customer dropped off the trailer on October 16th, with plans to "pick it up in the spring".  We advised her that it would be a little bit before we could take a look at it, but we would have it ready to go before spring.
  
  Symmetry received a text message on January 18th asking how the repairs were going and asking for an itemized build sheet for insurance purposes. I called the customer to tell her that the trailer was in the shop, we were starting repairs the next week, and to get more clarification on what they needed included on the build sheet. The call went to voicemail and I left her a message asking her to call me back. I never received any communication in return.
  
  Over the next few weeks, Symmetry went through the wiring to make sure everything worked properly and tested for any leaks in the trailer. We found one leak in the water system where the customer had modified the inlet, so we repaired that and again tested for any other leaks. None were found. 
  
  On February 19th, Symmetry received Confidential Settlement Discussions from the customer's attorney, asking for Symmetry to buy the entire trailer back at the full purchase price, adding several "defects" in the trailer that were never discussed (tires, suspension), and threatened litigation if Symmetry did not comply. 
  
  After much discussion through lawyers, the customer decided to come pick up the trailer and pay the bill that was owed for the repairs. She did so on April 24th. While trying to discuss the work done, the customer was extremely angry and unwilling to have a calm conversation about what Symmetry could do to remedy the situation. At one point she referred to Symmetry as "fucking retards".  In the middle of the discussion, she asked to step outside for a moment to calm down so we could resume, and then she proceeded to hook up the trailer and leave.
  
  On April 25th, she texted that she was stopping the payment or Symmetry could return the $2945.  Based on advice from our attorney, we have ceased direct communication with the customer, and have had no further contact with her or her attorney.
  
  On May 7th, Symmetry received an email through our website from a Lisa stating that she had purchased a trailer that matched this customer's VIN number, and would like more info on replacing parts on the trailer. When prompted for more info on the trailer, Lisa sidestepped some of my questions. I consulted again with our attorney, and he advised to cease communication again until we know for certain that ownership had been transferred to another party. 
  
  --
  Thanks,
  Adam Pauli
  Symmetry Trailers
  www.symtrailers.com
  Call or Text (307)797-7177

  Customer response

  06/15/2024

  Hello and to whom it may concern,

  I apologize for my lack of response to this case, I never received the initial email from BBB until the one just recently. Here is my addition.  

  The trailer has not been sold, we are currently fixing the suspension issues with a local shop, we trust. We did find out through Timbren Axleless Suspension records, photos, stamped markings, and Timbren engineer dept that the suspension Symmetry Trailers used was the wrong model, not the heavy duty model that should have been installed for this type of off road trailer.  See attached email from Timbren Suspensions Headquarters.  
  

  So Symmetry the professional off road overlanding trailer builders used a suspension built for road driving….. make any sense?  It does to me, incompetence is what I call it.  

  Symmetry would not turn over ANY build receipts after several requests. Which means no components on the trailer can be claimed under warranty including the above suspension as well as all others.  Can you see my frustration?  Examples of this include the rooftop tent, Dometic Fridge, instant hit water tank, solar panels, inverter, awning, stove, wood burning stove, max fan, mattress,etc.  These are some of items used in the build that they purchased and charged me for.  I was never given any of these receipts as proof of purchase.  
  

  My frustration toward this builder is due to many facts, plus the fact that they’ve had several month long failed attempts to remedy these major issues that have plagued us since day one, and ruined the enjoyment of the off grid experience, and put us in life or death roadside situations along roads where traffics is traveling at 60 mph at minimum.  All the while making payments on a trailer that isn’t safe to use.  Yes I am frustrated with them and feel they deserve this complaint.  
  

  I hired an attorney because I was ignored for weeks when asked to obtain build receipts that I still do not have.  They held the trailer ransom with a $3000 bogus work charge that was never signed off by me or discussed (fraudulent), even though it was brought back for ongoing warranty work…. The same problems with the exception of the new electrical issues.  All safety issues due to Symmetry’s incompetence.  The trailer didn’t even have caulk on it, rain inside from day 1.  

  They actually charged me $3000 for a foot long piece of plex tubing that was reachable within arms length and did not need repair.  See attached receipt.  This repair was fraudulent, never authorized, and came shortly after I hired an attorney to attempt to require them to buy the trailer back.  By the way we are still getting water.  Symmetry I’d like my money back please!!!!  
  

  As a consumer BBB please do the right thing and let others know what this company stands for md that they don’t honor their product or customers.  
  

  I have done nothing wrong here, expect purchase a trailer from the in the first place.  
  

  Buyer Beware!!  Nothing has been resolved here.  I’m at a total loss due. 

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