ComplaintsforNovae Corporation

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 ******** Pro Series cargo trailer in October of 2021 from a ** dealership for storage. The trailer began to show issues in February 2022 with the structural beams deflecting, the screws popping out of the ceiling/roof, outer skin coming off, and a bubble in one of the tires. I brought it to the dealership's attention to have it confirmed by the service technician and warranty person that the issues were manufacturer defects and should be covered under the 3-year warranty, but they could not do the repairs there. The original pictures sent to the warranty department were not of a quality to demonstrate issues, the second set of photos by the dealership proved the same. There was no perspective used to show defects. The dealership attempted to use a laser, but that did not prove the structural defects. I brought the trailer to a reputable welding and manufacturing company in the *** region to be told that the issues are not normal and were not easy to fix. They expressed that they would not attempt to fix the issues.At one point Novae's warranty representative said they would come to get the trailer and have it repaired.They failed to honor that offer. After several conversations by phone back and forth with the dealership and Novae warranty department, they determined that the structural issues were not covered under warranty. They based their decision on poor pictures and video. If they could not see the defects in the pictures well enough to make a concrete determination they should have had a representative from Novae come for a personal visual inspection. But, to make this type of determination based on faulty pictures and lack of quality care and customer service by the dealership on a trailer that cost ********* is negligent and fails to honor its mission statement: Our mission is to grow a successful business by delivering quality products with outstanding service while providing superior value to everyone associated with our company".

  Business response

  09/01/2022

  Hello.
  We acknowledge and appreciate the customers concerns and have every desire to provide resolution to the noted complaints.  On July 25, 2022, we were made aware by our local ********* dealer of concerns the customer had regarding the structural integrity of their cargo unit, specifically perceived deflection in the roof supports along with screws pulling through the ceiling material.  Our dealer forwarded photos to the warranty department, provided by the customer, which showed no indication of a manufacturers defect.  Our roof support bows generally have a slight deflection that is within our design tolerance.  The screws in question are simply used during the manufacturing process to keep the ceiling material in place while the roof itself is installed.  These screws are not designed to provide structural stability to the unit itself.  This was clearly explained to the dealer and customer.
                 However,the customer rejected this explanation and insisted that there was a defect in their trailer.  Our warranty department therefore instructed the customer to return the unit to the dealership, which also serves as an authorized ********* repair facility, for further evaluation and repair if needed.  It was highlighted during that conversation that ********* will stand behind their product and warranty guarantee, taking any steps necessary to correct verified defects.  It was mentioned that this could even include returning the unit to the manufacturing facility itself if the defect was deemed serious enough to warrant such action.  The dealer, as our representative, would need to validate the claim and send photos clearly showing the defect.  This was done and, again, photographic evidence showed no manufacturers defect.
                 This was again explained to the customer via a conference call with them, the owner of the dealership, and ********* representatives.  This explanation was again rejected, insisting that the photos simply are not clearly showing the failure.  At this point, the owner of the dealership himself offered to travel to the trailers location in order to again fully inspect the unit for defects.  This was accomplished, with the help of an assistant, by stabilizing the unit at all four corners.  The dealer then used a laser level on each roof support to determine the degree of deflection, if any existed.  He then provided photos of the complete process to ********* and the customer of his findings.  His conclusion was in ******* with the results of previous findings:  any deflection noted on the roof supports was minute and within manufacturer's tolerance.  No structural defect was noted.  At this point, this portion of the claim was closed.
                 Regarding the bubble in the exterior panel and the defect in the tire, under direction by *********, our dealer replaced the tire and made the repair to the panel under warranty and at no cost to the customer.  Unfortunately, the repair to the exterior panel did not sufficiently correct the issue.  The customer did not want to return the unit to the same dealership, so ********* made the allowance for a different dealer to complete repairs, which we would cover all costs under warranty.
                 We feel that, after repairs are completed to the exterior panel, this claim is now closed.  The warranty for this unit,along with our commitment to providing quality products and superior value,remains in force. However, under our warranty policy, the minor nature of these defects (tire/exterior panel) requires no refund or replacement.

  Customer response

  09/08/2022

   I am rejecting this response because:
  

  As I appreciate how you constructed your response, that is not how the entire transaction occurred. We were asked by the warranty department to send photos. My son took the photos with his cell phone with no perspective or standard. In other words they did not show what we could see in person. We were asked to ***************** in to the dealership, which we did. Again, pictures were taken by the warranty person at the counter with her cell phone, again with no perspective. For a first time cargo trailer purchase, it seemed odd and unacceptable to me that screws would pop out, leaving rather questionable marks on the ceiling, and beams deflecting.  As I pointed out to the warranty department, the dealership was not forth coming and presented their resolution in a "shady" manner. The manager, service technician and warranty person all stated that it was a manufacturer defect and should be covered under warranty. What does that say to a consumer? This set the "ball in motion" for me to pursue the warranty and for the trailer to be fixed. If the dealership and its employees make such statements that they can not back up, then they have no business working at a ********* dealership. They also stated that the issue could not be repaired at their dealership. This tells the consumer there is an issue. If this was NOT the case, then why did the dealership manager, *****, tell me he had a few welders in the area that could fix the problem? Does that statement not tell the consumer there is in fact a problem? When I asked who the companies were, he told me he could not disclose that information. Does that not tell the consumer that something is not right? If there wasn't an issue then why was that offered? Also, why was I offered two different trailers as a "final take it or leave it offer" if there wasn't an issue? 

  In this rebuttal it is  mentioned three times I rejected the  explanation. Why wouldn't I reject the explanation, when I was told there was an issue?  As far as the owner traveling to make his own inspection, during the conference call I requested to be present during the process and was denied the request. The owner made no concession to allow me to be present. Does that not tell the consumer there is something "sketchy" happening?  Is there a reasonable explanation for that conduct? This verbal interaction then created a contentious relationship between the consumer and the dealership. Also,  I did not request the trailer be brought to another company, at that point the owner of the dealership told me, "Get the **** off my lot or I will call the police"! I even called the warranty department to confirm that it was okay for me to drive the trailer off the lot after a botched repair on the outer-skin; which was acknowledged by Faith in the warranty department. The problem here is, I was initially told by the dealership that it was a manufacturer defect and would be covered by warranty, local welders were in line to repair these damages, and I was advised to get a second opinion, which I did and was told by a reputable welding and manufacturing company that the issues they observed WERE NOT normal and I should pursue the BBB, *** ************************* and the local news. What does that tell the consumer? It does not sit well with me, since no one from Novae made any concession to inspect a 2022 brand new trailer in person.  Why would they take the word of a dealership who conducted themselves in a dishonest, non transparent manner. This was pointed out in the conference call with two Novae representatives. One of which told me to get another opinion and I did. It is easy to write your rebuttal when you have not looked first hand at the issues; pictures and the word of a confrontational owner does not and should not be the determining factor in this specific situation.   Since the consumer relationship between me and the dealership became contentious, and vulgar on behalf of the owner, who by the way did not make any concession when I asked if I could be present with a third party to inspect the trailer Novae should have made more of an effort to stand by its mission statement. Instead I was dismissed, called difficult and left with a cargo trailer that has had nothing but problems.  What business treats the consumer like the way this dealership treated me and my family? Call me old fashioned, but what ever happened to "the customer is always right"? or at least receive more than a cold brush off. 

  
  

  Business response

  09/14/2022

  Tell us why hereHello
  As a consumer ourselves, we appreciate the concerns shared by our customer.  We do not want any of our customers to feel as though they are difficult or receive a cold brush off, any more than we would want that for ourselves.  Regarding any conversations between the customer and the dealership, we cannot speak to that since we were not party to them; however, on behalf of the manufacturer I sincerely apologize for any unprofessional treatment received.  Please allow me to address your specific concerns below:
  
  They also stated that the issue could not be repaired at their dealership. This tells the consumer there is an issue. If this was NOT the case, then why did the dealership manager, *****, tell me he had a few welders in the area that could fix the problem? Does that statement not tell the consumer there is in fact a problem?
  To our understanding, the dealer was preparing to have any warrantable failures repaired in a timely manner by proactively working with local repair shops in preparation for any repairs authorized by Novae.  Once evaluated, however, no repairs were needed, other than noted on our previous correspondence.
  Also, why was I offered two different trailers as a "final take it or leave it offer" if there wasn't an issue?
  Although no severe defects noted with the unit, the dealership offered to trade the current trailer with the customer, believing that a different unit would be sufficient.
  
  As previously mentioned, all evidence provided to the manufacturer, both by the dealership and the customer,has pointed to the same conclusion.  No manufacturing defect exists other than what has been conceded.  However, we as the manufacturer are willing to make the following goodwill offer in order to come to an amicable solution enclosure:
  We will return the trailer to a Novae facility to be fully inspected and evaluated.
  The unit will be re-roofed, with extra roof supports installed.
  In addition, we are willing to install a white finished interior ceiling on the unit, if the customer so desires.
  A representative from the warranty department will personally oversee the adjustments and roof replacement.
  Upon completion, and full detailed inspection by the warranty department, the trailer will be returned to the end customer.
  All costs incurred will be covered by the manufacturer as customer goodwill
  
                 Our goal at ********* is to provide quality products, along with superior customer service, to all. It is our hope that this resolution will be agreeable and that our customer will be proud of the trailer they own for years to come....

*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. ↩