ComplaintsforW. W. Trailer Company
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Complaint Details
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Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a WW Trailer from a dealership brand new in November of 2022. This was to haul 1 show lamb to and from shows. After the shows I would wash out the trailer so it was clean and kept up with in pristine condition. We have had an issue with the interior paint peeling off as the trailer was not properly prepped before they painted it. We ( myself and the dealership I purchased this from) have been trying to get in touch with the manufacture to correct this. I was told there was a 3 year warranty on the paint. We have sent videos and pictures of how terrible the paint is and now the manufacture is denying taking ownership of their mistake. I spent $10,000 on a trailer that I cannot sell because the paint comes off and not safe as the animals can eat and get sick.Business response
05/29/2024
On May 28, 2024, we received a notice of complaint dated May 17,2024, via postal mail regarding a trailer bearing the *** ******. This trailer was manufactured in 8/15/22 and was sold to one of our dealers the same month. ***************, purchased this trailer from the dealership in November 2022. We received an email from the dealer 5/15/24 asking for their date of purchase on the trailer and when the warranty expired, no photos or videos were received. Our warranty policy clearly states that steel structured trailers have a warranty of 1 year from the date of manufacture. A copy of our warranty policy is accompanied with each trailer that leaves our facility. In an attempt to ensure the end customer has read and understands our warranty policy, we require them to complete a registration form and return it to us within 14 days. Although, the form was returned incomplete from the dealership, not the customer, it did include **************** signature dated 11/9/2022. The first contact regarding an alleged paint issue on this trailer was received from the dealer 9 months after the warranty period ended. The customer stated he had sent videos and photos, so we reached out to the dealer to inquire if they had received anything and was forwarded a video showing **************** peeling paint off the inside of the trailer by hand.
Although the trailer is well passed its warranty period, due to the miscommunication,W-W Trailer will offer to fix the paint issues. As stated in our warranty the trailer will need to be delivered to our factory location for warranty work within five (5) calendar days. Any freight transportation charge to or from factory or service center is the sole responsibility of purchaser and shall not be a part of manufacturer's warranty,whatsoever.
W-W Trailer does not sell directly to customers and therefore *************** will need to address any buy back requests with the dealership he purchased from.Customer response
05/30/2024
Complaint: ********
I am rejecting this response because just need to get a better understanding or you can call me at ************ the number you previously reached me on. I thank you for for taking care of this issue. So I need to not take the trailer back to the dealership in ******, ** but haul it from ******, ** to ***************************************************** in the next 5 days? Where is it to be dropped off at? What are the hours? What is the expected turn around time? In no hurry just need to have an idea of expectations. Once completed how many days do I have to get back up there to pick it up? Sorry that it had to go this way I really am but I have been trying for ever to get in touch with you. Please let me know so we can move forward. If I need to take off work on Monday I guess that's my only option. Tomorrow is my daughter's graduation so that's not an option and you're closed on the weekends from what I can tell unless there is a drop off area.
Many Thanks ,
*******************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.