ComplaintsforEagle Cargo Trailers, LLC

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a trailer 2 years ago. Within the first 6 months the beams of the floor of the trailer started bowing. All of the aluminum on the exterior is heavily wrinkled and most of it is cracked around the door. All of the diamond plate on the front and all of the trim has either lost screws or become so loose that it needed to be screwed in with alternative screws. The ramp door has broken and the frame seems bent after normal use.

  Business response

  12/01/2022

  Business Response /* (1000, 10, 2022/11/07) */ Good Afternoon, We will need a little more information as we cannot seem to find this gentleman anywhere in our records. We would be happy to assist him, but there is no record of him ever submitting a warranty claim with us. So we will need a little more context on his case to better assist. Thank you. Consumer Response /* (3000, 15, 2022/11/15) */ They don't have record of me because after months of trying to reach someone, I've never observed received any response. I've reached out to others that own a trailer made by this company, and they've had similar issues. Business Response /* (4000, 17, 2022/11/16) */ The warranty process is very clear and concise in the paperwork provided at the time of purchase. It states that all warranty claims are to be submitted to [email protected], so that we have information to refer back to, in cases where there are customers stating that they did not receive a response. Often times, customers submit warranty claims to the dealerships they purchase the unit from, however, the dealers do not always submit those to us in a timely manner or at all. For that reason, we are very clear in our paperwork, of how to PROPERLY submit a warranty claim. If Mr. ****** could provide the VIN number for his unit, we could look back to see who the dealer was that unit was sold to, so that we can understand what happened with his case. I look forward to trying to help Mr. ****** resolve his warranty issue.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August *** 2022 the frame of the Eagle Cargo trailer, vin **********XXXXXXX, built in September of 2021, which we were trailing on * *** broke. The trailer was empty. The repair shop in ******* saw the broken frame and took pictures. They said the trailer would need a whole new frame, therefore it was not able to be repaired. The axle is fine, not damaged, but completely off the trailer. I sent an email to ******************@********* as instructed by the place of purchase. I received responses from the company asking for information, however no names or signatures. They have not offered any resolution to the issue of this breakage. We are left without a trailer until this problem is resolved. It was a traumatic experience and now very inconvenient not to have the trailer to use. We would like a refund or replacement to be shipped to us. A trailer with a sturdy intact frame is what we need to expedite the process of moving from ************* to ********** The repair shop in ******* ******** ******* ****** and *************** said that they have not seen a trailer frame break in this manner. We need Eagle Cargo to resolve this problem . My last email to them came back as an auto reply, requesting information that has already been sent. We paid $5,051.93 to ***** ******** of ************* *** for the trailer.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the trailer from ********************************************************************* on Sept ********* After two weeks the metal on the side of the trailer began cracking on several panels. I immediately called Mr. ****** to which he informed me that I would have to contact Eagle Cargo for warranty. After almost four weeks of repeated attempts, Eagle Cargo refuses to settle the warranty claim and or return for a refund. Furthermore, Mr.******* wrote the sale price of $6100.00 when I paid $7125.00 cash price. I have lost a month's worth of revenue not being able to use the trailer.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a **** cargo trailer back in 2017, since than I lost the side entry door to the trailer because it rooted and blew off while driving down the road. I have emailed and spoke on the phone several times with Tina ***** about getting a replacement door. After more than 6 months and constantly emailing Tina ***** she stopped answering me. All I want to do is purchase a replacement door so that I can use my trailer again. right now I do not have a door on the trailer.

  Business response

  10/18/2021

  Business Response /* (1000, 8, 2021/08/13) */ This was not a warranty claim, as Ms. ***** explained to *************** so he would have to purchase the door, which the customer accepted. However, due to the parts/material/labor shortages that we have experienced during the COVID-19 pandemic, We are unable to fulfill his request at this time. Ms. ***** explained to the customer, that we would love to be able to assist, but unfortunately, we have an extremely difficult time manufacturing enough doors for the units we have in production, daily, much less a replacement door for a customer purchase. It is extremely unfortunate and we are empathetic to ***************** situation, but unfortunately, there is nothing that we can do at this time. There are other companies that do nothing but manufacturer doors for Cargo Trailers, RV's and Campers. We would be happy to provide a directory for suppliers in his area, should he provide the information needed to do that. Please have the consumer reach out to me at the email address provided to the BBB with this response, and I will be happy to take a look into suppliers near the consumer. Consumer Response /* (3000, 10, 2021/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have asked Mrs. ***** for help outside of Eagle and she offered no help. If you have resources that can replace the door than pass them along. If the information provided results in a positive outcome for me than I will close the case on a positive note for Eagle. Business Response /* (4000, 12, 2021/08/17) */ I understand, however, you are talking about how one individual was unable or unwilling to assist. It is is not fair or reasonable to hold an entire company accountable for something that you expected one person to take care of for you. Lastly, might I add, we manufacture enclosed cargo trailers that we sale through a network of authorized dealerships. It is not in the realm of responsibilities or expectations that we provide or offer the sale of parts and raw or finished materials that we USE to MANUFACTURE our units. It was with courtesy and genuine desire to help, the MOMENT I was made aware of your troubles that I even offered to assist in finding an entity in your area to tonourchase a replacement door. The entire situation is blown completely out of proportion. Again, if I knew your location, I would be happy to help, however, snide remarks and "threats of bad reporting" get us no closer to the goal. As far as the customer "not accepting the response from the business" it is un fair because the customer will not "accept the response from the business." Until they get exactly what they want, regardless of the fact that this is NOT Eagles Responsibility to resolve and I very generously offered, only to be met with more sarcastic rebuttal.

*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. ↩