Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Gatormade Trailer company has an advertised price for a particular item on an advertisement on facebook marketplace. I followed the directions on the ad and left my contact information. When a salesman called me, the salesman informed me that the price on the ad would not be honored. The price had increased buy $4,000. This is a clear case of false advertisement. I reasoned with the salsman for anything that resembled the pictured advertisement. At that time I was informed that the advertisement would in no way be honored. I have the screenshot of the advertisement for anyone who might like to see. It is clear evidence of my claim. A proper resolution would be for them to honor their advertisement and offer me a truthful resemblance of the advertisement.

  Business response

  11/22/2024

  Please see attachment

  Customer response

  11/22/2024

  
  Complaint: ********
  I am rejecting this response because: actually there was no response. I saw no offer of resolution. If they are willing to honor theor advertisement i woupd be happy to do business with them. However i believe that if they do not honor the advertisement then they should be reprimanded. 

  Thanks for addressing this matter.
  
  Sincerely,
  ****** ******

  Have a great day

  Business response

  12/03/2024

  Our answer to the complaint by ****** ******* that committed false advertisement on ******** ********** is; the picture of the dump trailer is presented with no specific specifications implied. The price of our dump trailers starts at $5995. The price of a specific unit is determined by available options and the GVW (gross vehicle weight) of the unit requested. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted a deposit for a trailer something came up the next day and i had to cancel my order. I was told that my deposit was none refundable i was not told nor does my sales receipt state that deposits are non refundable.

  Business response

  11/01/2024

  Truth is, the invoice clearly states that deposits are non-refundable (please see attached).

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Purchase date 2/8/24 - picked up roughly a week later. - Paid $17,470.00 - I have contacted Gatormade several times starting in mid august with a complaint that the paint on my trailer is spotty in places, bubbling and flaking off in others - both allowing rust to show through paint. I called the first time on 8-20-24, spoke with a receptionist that told me I would need to file a warranty claim online. I did and got an email back from ******* ****** stating paint is not covered under warranty. I tried to call again to explain the situation, this time was trasfered to a person in sales who again told me to file warranty claim online. I did so but got the same responce again from ******* - both times I replied to his email asking if Gatormade would help me resolve the issue with the paint - each time I was not responded to. Another time I called and requested to speak with a supervisor to explain my situation - this time I was transferred to a person in parts named ****** (??) who told me nothing he could do and to file online - also would not transfer me to anyone else to speak with and said no one could help me. I emailed and called again and was told on the phone someone would reach out to me. To this point - from 8/20/24 to 9/30/24 no one has called me and the only email I get is that paint is not warranty. In my opinion this is a poor paint job by the manufacturer (where I bought the trailer from directly) and not something that I have caused. Large section of paint was missed on the bulk head of the trailer, several places on the trailer have thin/missing paint that are now rusting, the entire frame down the driver side behind the rub rail is bubbled and flaking off with rust underneath. ** Gator advertises on the website and was part of sales pitch by the sales manager that they have a tick powder coat paint job with 100% coverage. The video on the website also specifically says to ask competitors about their paint job and to steer clear if they don't have it

  Business response

  10/23/2024

  We have agreed upon a resolution with the consumer in this matter.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6-07-2023, I purchased a Brand New 25+5 Gooseneck Trailer. The company highlights one of the great features as the "Gator-tuff powder coat paint which is much thicker than wet paint and bends and yields to the trailer as it goes down the road." I expected a quality well-built trailer with powder coat paint for durability. However, I have had this trailer 6 months and used it 5 times. The paint is already showing rust coming through it. It looks like the framing is rusting underneath the paint. There are multiple bubbles, approximately 14 places on the driver's side and 6 bubbles on the passenger side. It looks like the framing wasn't prepped before it was painted. I bought the trailer new, so I wouldn't have all the maintenance of an older trailer. I never expected paint issues and rusted framing in less than 6 months of the purchase date. I contacted the warranty dept on 12-27-23. Their response on 12-28-23 was an email stating "Paint is not covered by Warranty." I then called the original salesman who said there was nothing he could do about it. I would like for the paint to be repaired since it's not the quality they advertised. In my opinion, it's poor workmanship. [inv#*******

  Business response

  01/12/2024

  we have contacted the customer and agreed on a resolution.

  Customer response

  01/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******* 

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• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had multiple major issues with one of their products. We have lost at least $15k in profits as a result of their product breaking down they have offered to assist us at all. The product was bought 7 months ago. The most recent incidents happened in within the last 4 days. The leaf spring literally busted and snapped. Gator made told us they would not cover it. Once that was fixed, the trailer broke down again. All the lug not bolts literally broke off and we lost a tire. Without looking at the trailer, Gator Made said they would not cover it because they said we over tightened the lug nuts and would not cover the cost. We have a driver stranded and Gator Made made a decision. About over tightening without asking if we had even changed a tire from the original tire shipped from the factory.

  Business response

  02/24/2023

  it looks like ****** **** ******* has helped the customer as per their warranty.

  the statement about the studs breaking being an overload symptom was from ****** **** *** and passed on by Gatormade.

  as a good faith effort we offered to send new studs.
  

  ***** ******* ***** ******************************** ***** ********** ******** *** **** **** ** *** **************************** ******* ****** ****************************** ******** ********* *** *****************
  
  ********
  Good morning *** ******
  
  In the attached file I have enclosed a ***** Call Tag with return instructions for the return of the one (1) broken leaf spring.   Please attach all bills pertaining to this claim to this email for our review.
  
  Once we receive your repair bills, we will then email you with our disposition on this claim.
  If you have any questions, please contact us.
  
  Best Regards,
  
  
  
  ****** ******** ****** * ********* ************ *********************** **** ********** ******* ***** ******** ******* ****** *** **** ***** ******** * **** **** ***** ******** * ***** ****** *******  *  ******** ** ******

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We just encountered the worst experience thinking we invested into a trailer that was the best choice for our needs. The whole tire assembly came off the trailer while driving. I can’t believe this has happened within one year of having a brand new 2022 trailer. We can’t believe that this has happened and the price for a quality trailer. We’ve heard several people that are encountering the same problem. We had no idea that within a month of a year of purchase that we would have to spend another 5 to 6 thousand dollars on parts and repair in order use the trailer. My ******* has kept the trailer greased. The trailer cost 20,000. The purchase date was 10/28/2022. The trailer was built during the pandemic short staff and shortages of supplies. I myself and other customers believe this is the reason for some many failures on there products. Can someone please assist with this issue?

  Business response

  01/04/2023

  since receipt of this claim we have been working with the axle manufacture (****** **** ***) and it is our understanding that ****** is furnishing 2 new axles and 1 tire /wheel (shipped from Gator Made ) at no charge

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Gatormade trailer in May 2022. In that time the trailer has had numerous electrical problems, but nothing that was major at first. In recent months we been shutdown by the DOT for issues that would randomly occur. Last month we realized we were having issues with the lighting and needed it looked at. Gatormade asked that we bring the trailer back to Kentucky for Inspection. That's 450 miles from where I live. We had an electrician fix the issue then a week later we noticed we had a wheel worn out. We then realized that the trailer brake was locking up on one wheel. I reached out to them and they again asked that we bring the trailer to Kentucky. I told them that the trailer is unsafe and I would not drive it through the mountains with no trailer brake. In fact, if we were pulled over by the DOT we would be shut down and fined if inspected and our trailer brake was not working. I got this trailer on a lease and I was wanting to purchase it at a good price. I want an exchange for a good trailer or all my issues fixed. We have lost 16k in loads because we cannot use this trailer that we been paying for monthly. I cannot keep my business going with a trailer that's unreliable.

  Business response

  11/17/2022

  on 11-14 we replied to the customer with instructions to expedite his claim by filing a claim directly with ****** **** ***

  or return the trailer to Gator Made.

  we have not received any response except this BBB claim on the same day.

  as always if the trailer is returned to Gator Made in Somerset KY we will be glad to find and repair any issue.
  

  Customer response

  11/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I have already paid someone else to fix the main issues that stopped me from using the trailer for the past month. But I still feel that no one should have to go all the way back to Kentucky for warranty work. These trailers should be fix at anyone that's a authorized dealer or paid by the company to cover warranty work just like any vehicle you purchase with a warranty. 
  
  Sincerely,
  ******** *********

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a trailer from gatormade in early September and the first time I went to use it on September 26th the unit failed to dump. I filed a warranty claim and after 2 days the company quit responding and I have emailed them several times since and always no response. It appears that the company does not want to honor their warranty and I've been unable to escalate the problem.

  Business response

  11/17/2022

  a new pump for the Dump trailer was sent to the customer from the pump supplier on Monday 11-14-2022

  Customer response

  11/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 40 foot trailer in June 2022 for my hotshot business, the cost of $26000 and I just started using trailer 2 and half months ago, And the trailer had been making a noise from rear once I brung home but people said it was new and had to be use to break it in , however that’s not the case, Torque arms, bushings are bad and it’s a whistling noise coming from back tire area also, I put claim in which was denied saying torque arms should be loose for performance, but my trailer is rattling load and other noises, The Trailer repair guys said they never seen a problem like this from new trailer so it had to come from factory with bad parts , they said bring it to Kentucky to factory but I’m not driving 13 hours again to for this , that’s what a warranty is for!!! So I guess I’m suppose to pay out of pocket or ride a dangerous, loud , noise making trailer that I over paid for anyway, GATORMADE IS TERRIBLE, Never Again ,I sent videos to warranty people, tried uploading here but it doesn’t work

  Business response

  11/01/2022

  we have replied to this claim stating that from the video it appears to be normal. however if the customer wishes, we will be glad to inspect the trailer and make any repairs covered by his warranty. inspection can be made at Gator Made Inc. 1278 Hwy 461 Somerset KY. 42503

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this trailer on September 30 of this year 2022 and upon pick up of the trailer within less than a week I reached out to the manufacturer directly where I picked the trailer up regarding a few items on the trailer that needed to be repaired one of which making the trailer not DOT compliance as it was supposed to be it does not actually match their advertisement either based on standard features of a 7 x 16 enclosed trailer with tandem axles side, a is relating to the advertisement being false, and then just recently as of yesterday the axle on the trailer has now seized to work. The brake wiring was never hooked up to the trailer on the driver side rear axle, and after reaching out to the salesman The first time he said it’s not their problem and that it’s my problem now and I picked out the trailer and all of the items above are not their fault at all and are not covered under a warranty at all and too bad so sad was his exact words And I tried reaching out to the salesman again regarding the axle now not working at all, and the brake drum seizing and making it so the wheel head, and now be taken off on the side of the highway and costing me a substantial amount of money to have the trailer repaired to be able to make it even safe to Drive Which is only a patch for now I have not received any help from the company and the salesman has since blocked my phone number and will not respond to me at all and when I try to submit a warranty claim they’re telling me that my Vin number does not match. The trailer is extremely unsafe and the axles at this point have now become compromise to the point where there is no way to safely tow this back to the company because the actual is not allowing me to put a tire back on it because it is completely seized.

  Business response

  10/21/2022

  it is our understanding that the Manufacture **** ***** is in contact with the customer to resolve the issues he is having.

  please note issues with products sold by Gatormade can be addressed and expedited by going to our web site and clicking on the warranty tab to register your trailer then file a claim.

  thank you,
  

   

*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. ↩