ComplaintsforBig Tex Trailer World, Inc.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the 25GN-35BK-5MR trailer less than 6 months ago. Since purchasing I have been having constant tire issues. The trailer has about ****** miles on it. I haul vehicles and cargo less than ****** lbs. I've had to replace 16 tires already. My first set of tires lasted about 2 months. I'm currently replacing tires on the second set after getting a alignment about 3 weeks ago which i just noticed after taking it to my mechanic for maintenance and tire replacement. I've contacted ******* through email about 4 times since purchasing and haven't received a phone call or email back. I have been having nothing but issues with the trailer and would like to return it. I shouldn't be going through tires that quickly. Especially when I'm not putting that much weight on it.

  Business response

  10/06/2023

  Good afternoon,

  We are in receipt of the complaint and have reached out to **********************, directly.  We have asked him for some additional information regarding the trailer and are waiting to hear back.   

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 35 + 5 ft gooseneck trailer from ******* . I bought it from a dealership called MTX trailer in ************************************* the salesman there his name is ****. On the listing for this trailer with the manufacturer it states that the weight of the trailer is ***** lb it also states that on the listing paper I got for the trailer from the dealership. **** at the dealership confirmed the weight of the trailer as being ***** lb. After I purchased and paid for in full for the trailer the title they sent me stated the weight of the trailer is ***** lb instead of ***** lb that it stated on the listing. I informed **** from MTX trailer about the mistake on the title he said it has to be a clerical error and he would take care of it. He calls me a couple of days later and tells me that the manufacturer ******* informed him that there was no mistake that the correct weight of the trailer is ***** lb and that there was nothing they can do to correct the title. I called the manufacturer and spoke to one of their representatives named ***************** phone number ************ he admitted to me that indeed it was a clerical error on their website stating the correct weight and that the wait they stated on the website of ******************************************** a rude manner basically there's nothing that they can do about it all will do about it. I am a non CDL owner operator and I purchased this trailer specifically because of the weight listed as ***** lb now because of this error on their part I have to haul ***** lb less and will lose money because of their error. I found out that recently someone else purchased the same trailer and was unaware of the incorrect weight and got stopped by the dot and received the fine for being overweight and then he found out at that time that big text put the wrong wrong weight on their listing. This is a huge huge era on the manufacturer and I'm sure has caused hundreds if not thousands of people problems like it has me. Please help me

  Business response

  09/21/2023

  Good evening,

  It is our understanding the customer has been offered a full refund for the trailer.  

  Please let us know if you have any questions or require additional information.

  Thank you.

  Customer response

  09/25/2023

  I am rejecting this response because:   You are not taking any accountability for misleading customers with the incorrect weight that is still listed on your websites and the dealer's website. I demand a refund plus To be compensated for lost wages due to this. And my travel expenses to and from ******** And for the Wear and tear on my brand new truck. All it is due to your error which you admitted. 

  Business response

  10/03/2023

  Hello,

  We are in receipt of his response. 

  I will reach out directly to ************** to attempt and resolve this matter.

  Customer response

  10/11/2023

  I was contacted by their attorney last week. She said she would get back to me, but I haven't heard anything as of yet. I will keep you updated. Thank You

  Customer response

  10/17/2023

  I am rejecting this response because:   I was contacted by their attorney last week. She said she would get back to me, but I haven't heard anything as of yet. I will keep you updated. Thank You

  Business response

  10/19/2023

  Good afternoon,

  We are continuing to work with ************** to try and resolve the issue.  We reached out today and requested additional information from him.  We will continue to work with him in order to get the matter resolved.  

  Customer response

  10/22/2023

  We are trying to work something out with them but have not come to any agreement as of yet. 

  Customer response

  11/10/2023

  Hello, 

  I wanted to update and let you know I send everything to Big Tex rep, and she replied she would get back to me and did not. The last message received from them was on 10/26 stating the following.

  Good morning, **************,
  
  Thank you for your email.  I have been out of town the past several days. 
  
  I will get with my supervisor tomorrow when I am back in the office and I will respond.
  
  Thank you,
  **************************

  I also received a current trailer offer from another dealership and they are still selling the 2023 model with the incorrect weight. Big Tex has told us they made a mistake but yet they don't care enough about their customers to ************** need to know they are driving a trailer that is most likely over the weight they can legally carry. We were told that someone was fined at a weigh station recently for being overweight with this same trailer and they probably have no idea the weight of the trailer isn't correct, we are trying to confirm this.  

  Business response

  11/21/2023

  We are continuing to work with ***************  We thought the issue with the BBB was resolved and closed.  We received the updated communication from him, via BBB, and sent him another email asking him exactly what he wants in order to resolve this issue.  Our offer to refund him his money and provide him with mileage still stands.  Thank you.

  Customer response

  11/23/2023

  I am rejecting this response because:   We were never contacted back after last correspondence as provided in last response to BBB. Returning the trailer and mileage wouldn't even come close to the financial hardship caused by an error that has been acknowledged and made by Big Tex. 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a trailer from Big Tex trailers in Dallas, TX in July of 2020. I asked for and paid for the option of a spare tire and wheel to be installed which cost me an extra $150. The prorietor installed the incorrect wheel and tire size as a spare, a fact I did not discover until several months later when during one of multiple trips to South Texas, one of the tires on the trailer went flat. I was unable to use the spare due to the incorrect wheel and tire size. On August 2, 2021, I contacted the proprietor via email explaining the issue and that the invoice shows they installed and charged for the incorrect equipment, the proprietor responded the following day agreed to refund the money, however it has been over a month and they have not responded to a further inquiry.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/09/20) */ Contact Name and Title: jeff s**** GM Contact Phone: ************ Contact Email: ***************************** we issued a refund check request from corporate as he wanted . Consumer Response /* (2000, 7, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They charged me $150 to replace a slashed tire that wasnt slashed when I dropped it off. It wasn't even the side we had them working on. It was a perfectly good tire when I dropped it off and I told them that. It looks like it was drug across something while they moved it around the lot but they said it couldn't have been them and wouldnt budge in it. They told me I didn't have to buy the tire but I would have to get it fixed myself because they weren't going to pay for it. But I had to buy it then because I had no other chance to get it done due to my work schedule. I know that tire was fine when I dropped it off. A slash like that wouldnt have made the 10 mile trip from my house to their shop. I want my $150 +tax refunded.

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/07/06) */ Contact Name and Title: Richard E ****** Contact Phone: XXXXXXXXXX Contact Email: ***********@bigtextrailers.com We became aware of the customer's concern on Saturday, 7/3/21. I replied to him via Google reviews, and committed to get to the bottom of the situation on Tuesday 7/6/21, due to the observance of Independence Day on Monday. Today, Tuesday morning, I reviewed the situation in a team call. After the call I contacted the customer by phone and apologized for the situation. In addition, I told the customer we would be happy to refund the purchase price of the merchandise in question. I requested he come by the dealership with his credit card to process the refund. He did, so everything he requested has been completed. I assured the customer, we appreciate his business, and he said he would follow through and remove his complaint.

*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. ↩