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Business Profile

Utility Trailers

Shadow Trailers Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:03/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In May of 2021 we purchased a 2021 3 Horse Slant Load Weekender from Kingdom Trailer Sales in REMOVED. Up until a few weeks ago we have absolutely loved it. In February I noticed the ceiling of the gooseneck area was bubbling around the edges. I personally could not confirm what was causing the issue so I called Kingdom and they suggested I file a claim. I did so and it was denied. I then, wanting to be proactive took my trailer to a local trailer repair service who also was recommended by Kingdom, to have them determine what was causing the issue. It was determined that it's not water related but in conducting a water test on the trailer it was found that the windows and escape door all on the head side of the trailer are all leaking. There is significant leaking at the escape door. I called Kingdom who suggested again that I file another claim. I filed another claim, including pictures and again it was denied. On Monday March 11th I called and spoke to REMOVEDin the Shadow warranty department who said the claim was denied. I asked to speak to a Supervisor. I was referred to REMOVEDsaid that the pictures I sent were not clear but that it's not covered. My response was why was my claim denied if your stating you can't clearly make out the problem in the pictures? I reached out to the repair shop who conducted the water test who then took a video of the issue on the escape door. The video was sent to REMOVEDvia his cell phone and to REMOVEDvia email. In the email and video it clearly shows that the seal along the top of the escape door has never touched the door frame which allows water in. I was notified by REMOVEDthat they will send me a new seal however the repair shop said that it will need a thicker seal. Sending the same size will not fix the problem. The repair shop determine this is a manufacturer issue and not a worn or damaged seal issue. I want Shadow to pay for the test and cost of fixing the leaks.

    Business Response

    Date: 04/11/2024

    The seal is out of warranty and we did send a new seal. This is the same seal we use on all the same models of the trailers. Out of courtesy we called the repair shop and offered to pay for the repair of the seal. We have not heard back from the repair shop on the cost for the REMOVEDthe repair shop is completed with the repair they can bill Shadow Trailers for the completed repair. 

Shadow Trailers Inc is NOT a BBB Accredited Business.

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