Complaints

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB, Date of refundable deposit/hold fee - 06/26/2024 Amount $309.00 Sales person: ******* ******* I have not been able to reach sales associate ******* ******* for a refund ETA I called the number on my receipt and was able to speak to someone via text and 1 phone call which they referred me back to the sales associate. Once again no answer I asked for the email that supposedly he ********* received on putting in a refund notice or approval but have been unsuccessful. All I want is my refund of my deposit since I did NOT purchase a trailer from Silverline trailers. The refund amount is $309.00 I have attached receipt and text log.

  Business response

  07/22/2024

  Branch Manager

   

  The deposit refund has been processed and refunded via a check, and is on the way to the customer via mail. Typically these deposits are non-refundable, as they hold a trailer in the customer's name and take away sales access to the rest of the public on the specific trailer. We went against company policy and refunded anyway to make a happy customer and to hopefully do business with them in the future.  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 28ft enclosed trailer from silverline trailer and apon inspection they told me everything was ok with it and when I got half way home it started to dogleg to the left really bad so the next day I called them and the filed a warranty claim on the trailer and then no one ever called me back I called several times and left several messages for the manager and he never called me back no the trailer has been repoed and is no longer in my possession

  Business response

  02/20/2024

  We are very sorry that this customer felt as if we were not helpful in finding a solution to getting his trailer in proper working order. We submitted a warranty claim on the trailer as soon as we were aware of the issues he spoke of. The claim was then processed by the manufacturer (******* ****** and they were in direct contact with the customer. There was an agreement reached between the manufacturer and the customer to have his trailer repaired at a local shop near the customer, and the bill would be covered at no cost to the customer. This is the last we (Silverline Trailers) heard on the matter, and were under the impression that the customer was taken care of. The customer failed to follow through with the repairs and ceased payment on his trailer, which was purchased on a Rent to Own contract through ****** ********** ****** Once he became late on his payments, the trailer was then repossessed at no fault of Silverline Trailers. Had the customer gotten the trailer repaired under warranty and continued to make his payments on time, it would have never been repossessed. Silverline Trailers in no way ignored or neglected this customer, and went the extra mile to help the customer through the entire warranty process with the manufacturer.  Attached is the warranty claim submitted for the customer, as well as the response from ******* ***** to our warranty department stating that they reached a solution with the customer. 

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