Complaints

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a lot of problems with this horse trailer. The service manager told me to bring it by and they would go over top to bottom and put everything back in good condition. So I plan a trip up there from ********. Dropped it off first thing Monday Dec 5. Told them I needed it by Thursday. They called and told me they would not have it ready until the following Friday Dec 16. I gave them a list of all the problems and issues I had. I was told it was not ready on Friday and to check Monday. It wasnt ready then either. after speaking with the general manager Tuesday morning, they said it would be ready Tuesday. The reason it was not ready Friday like I was told was because an employee that had been working on it stole three bottles of crown royal I had in the trailer, drank them, and passed out drunk inside my trailer. I was also told on Tuesday that they would deliver it to me in **** since they had caused so much trouble for me. I got a phone call around noon but they conveniently didnt have anybody available to drive it to me and wouldnt until the following week. I had already taken off an extra week of work in ******** since they didnt have it ready when they told me. So I had to drive to the four hours One Direction to pick it up. when I got back to my parents house and started going through things, I couldnt believe how trashed they had left it. I wouldve been embarrassed to return it to someone the way they returned it to me. Also they didnt fix many of the problems it was there to get fixed. I sent a very lengthy letter to the general manager but have not received a response yet. Im sure I will continue to find issues with it as I go through everything. I would like them to cover the expenses of the further repairs that I need to have done. They gave me $100 check that was supposed to cover the alcohol and all the trouble they put me through. $100 doesnt cover three bottles of crown royal. or nine hours out of my day and $200 in fuel.

  Business response

  12/29/2022

  ********* statement of having a lot of problems is somewhat correct.  She has had some manufacturing issues: manger door hinge issues and her rear tack door leaking.  In response to her complaints Merhow did offer to replace her manger doors at no charge and sent her replacements.  ******** continued to complain about the condition of her trailer, so Merhow did offer for her to bring her trailer in for service at no charge to her.  Keep in mind ******** is a full year out of the warranty period for the items discussed.  As the conversations with ******** continued more items were brought up as not working; a/c, furnace,fireplace, microwave, toilet leak, ect.  All the items were noted and agreed that when she arrived at Merhow we would put her trailer in for service immediately which was done on 12-5-2022.  Upon inspection Merhow service noticed there was a possible further issue that needed addressed under Merhow structural warranty.  Further inspection also noted that the water system had been allowed to freeze, damaging several items including the hot water tank.  Also noted was the a/c had been replaced already. During our discussions it was disclosed that the trailer had been incorrectly plugged into a 240 volt power source, which indeed damaged all the items listed above.  Merhow replaced the fireplace, water heater, repaired all the roof seal, fixed the furnace that was wired wrong from the a/c she had installed, installed the new manger doors, and repaired any other items she requested all at no charge to her.
                  The repairs to Jennifers trailer did take longer than intended due to the extra items we did not anticipate having to repair. Before the unit was completed Merhows service manger became ill, and was out of work, unable to look over the repairs.  It was requested that other members of management look it over, however, the repairs were not competed yet.  ******** did have to wait until 12-20-2022 for the trailer to be ready. 
                  During the repairs the Merhow service department did have a new hire that was assisting with the repairs to Jennifers trailer.  He was previously an employee at Merhow and came back to us with high recommendations. Unfortunately, this employee was dealing with something at the time, and it is assumed that he consumed some alcohol that was in this trailer.  Immediately Merhow contacted ******** to find out what contents were in her trailer, once confirmed how much was there, we notified ******** of the situation and offered to compensate her for the loses.  The employee was terminated immediately.  It was agreed that there were two bottles of Crown Royal that were not longer full in her trailer, so we compensated ******** $100 which is more that the bottles are worth.  This was an unfortunate incident that we do apologize for, we were up front and honest with her about the issue.
                  Once the repairs were completed ******** was notified and requested if we could ship her the trailer to ****.  Merhow agreed to accommodate, however, a driver with a CDL could not be found quickly due to the upcoming holiday.  Merhow did offer to ship as soon as a driver was available, ******** did not want to wait so she came to pick up the trailer herself. 
                  ******** picked up her trailer, it had been washed and was straightened up accordingly.  The trailer was given back to her in a cleaner condition than it was dropped off in. Things did have to be moved because the trailer was not unpacked as requested before dropping it off.  Before and after pictures were taken. 
                  All items that ******** requested to be repaired were repaired or replaced.  If there are further items, she can feel free to contact and discuss.  During the closing conversation it was extended to her an open line of communication was available, any questions or concerns she should feel free to contact Merhow about. 

  Customer response

  01/05/2023

   
  Complaint: 18637052
  
  I am rejecting this response because:
  My trailer was not fixed completely, and it was not returned to me in better condition. The toilet still leaks, the propane still does not work properly, the water pump does not work, the back door is not sealed when it closes, and the light switches by the bed were wired incorrectly. When switches are in off position, one light is on. To turn it off you have to put the switch in the on position. It was not like that before I took it to Merhow. The drawer under the couch was not fixed either. Yes, I had to replace the microwave. But they did not do that. I replaced it prior to taking it to them, and it was the same one that I put in that was in there when I got it back
  They left drill bits, screws, trash, metal shards all over the living quarters and in the Horse area. There was a large piece of insulation left in the Horse area. There was trash in the living quarters from the employee that drank my alcohol also eating some of my granola bars. I was told I did not have to entirely empty the living quarters, and I didnt realize the trailer would need a complete overhaul when I dropped it off or I wouldve completely emptied it. I also did not anticipate an employee stealing and drinking my alcohol. I was not notified immediately. That happened on Friday, and I was not told about it until Monday. They offered to ***************** to me because of the extreme delay in getting it back to me. And then didnt have a driver available, and I couldnt delay my return to ******** for another week. I already had to take an extra week off work because it was taking them so long. They told me that they kept me updated and notified me as soon as it was completed. Thats incorrect also. I had to call the general manager and find out what the status was on it. 
  They say its no longer under warranty, but I was told it had a five year warranty. Its only four years old. And regardless, with the amount of money I spent purchasing the trailer, it should not be completely falling apart after just four years. I also offered to pay them for washing the trailer. I appreciate that they did that, but I more wouldve appreciated them cleaning all the trash out of the inside of it.
  They said there is an open line of communication. I have sent multiple emails, a ******** message, and left several voicemails with no response.
  Sincerely,
  
  *******************************

  Business response

  01/12/2023

                  ********* statement of having a lot of problems is somewhat correct.  She has had some manufacturing issues: manger door hinge issues and her rear tack door leaking.  In response to her complaints Merhow did offer to replace her manger doors at no charge and sent her replacements.  ******** continued to complain about the condition of her trailer, so Merhow did offer for her to bring her trailer in for service at no charge to her.  Keep in mind ******** is a full year out of the warranty period for the items discussed.  As the conversations with ******** continued more items were brought up as not working; a/c, furnace,fireplace, microwave, toilet leak, ect.  All the items were noted and agreed that when she arrived at Merhow we would put her trailer in for service immediately which was done on 12-5-2022.  Upon inspection Merhow service noticed there was a possible further issue that needed addressed under Merhow structural warranty.  Further inspection also noted that the water system had been allowed to freeze, damaging several items including the hot water tank.  Also noted was the a/c had been replaced already. During our discussions it was disclosed that the trailer had been incorrectly plugged into a 240 volt power source, which indeed damaged all the items listed above.  Merhow replaced the fireplace, water heater, repaired all the roof seal, fixed the furnace that was wired wrong from the a/c she had installed, installed the new manger doors, and repaired any other items she requested all at no charge to her.
                  The repairs to Jennifers trailer did take longer than intended due to the extra items we did not anticipate having to repair. Before the unit was completed Merhows service manger became ill, and was out of work, unable to look over the repairs.  It was requested that other members of management look it over, however, the repairs were not competed yet.  ******** did have to wait until 12-20-2022 for the trailer to be ready. 
                  During the repairs the Merhow service department did have a new hire that was assisting with the repairs to Jennifers trailer.  He was previously an employee at Merhow and came back to us with high recommendations. Unfortunately, this employee was dealing with something at the time, and it is assumed that he consumed some alcohol that was in this trailer.  Immediately Merhow contacted ******** to find out what contents were in her trailer, once confirmed how much was there, we notified ******** of the situation and offered to compensate her for the loses.  The employee was terminated immediately.  It was agreed that there were two bottles of Crown Royal that were not longer full in her trailer, so we compensated ******** $100 which is more that the bottles are worth.  This was an unfortunate incident that we do apologize for, we were up front and honest with her about the issue.
                  Once the repairs were completed ******** was notified and requested if we could ship her the trailer to ****.  Merhow agreed to accommodate, however, a driver with a CDL could not be found quickly due to the upcoming holiday.  Merhow did offer to ship as soon as a driver was available, ******** did not want to wait so she came to pick up the trailer herself. 
                  ******** picked up her trailer, it had been washed and was straightened up accordingly.  The trailer was given back to her in a cleaner condition than it was dropped off in. Things did have to be moved because the trailer was not unpacked as requested before dropping it off.  Before and after pictures were taken. 
                  All items that ******** requested to be repaired were repaired or replaced.  If there are further items, she can feel free to contact and discuss.  During the closing conversation it was extended to her an open line of communication was available, any questions or concerns she should feel free to contact Merhow about. 

  Customer response

  01/19/2023

   
  Complaint: 18637052
  
  I am rejecting this response because:
  I have spoke with the general manager and the service manager and we have come to an agreement. However there are still a lot of incorrect statements in their response. The trailer was not cleaner then when I dropped it off. On the exterior yes. The interior was completely trashed. I asked if the living quarters had to be completely cleaned out and was told no. Thats why there were still stuff in there. It was hooked up to 220, not 240. Shows how much they listened. and I said that that was my problem that I was dealing with because I was told that the connection was a 110 30amp. I had already replaced the microwave and refrigerator which had gone out due to that connection. When I spoke with ****, he told me that the ** was probably not related to that and that they just go bad sometimes. So I replace that also. Unfortunately, I had a really crappy repair man that wired things incorrectly and I was unaware that that created the problem with the fireplace. The toilet leak was not fixed. The drawer was not fixed. The air ride does not work properly now after having it there, and I didnt have an issue with that before taking it. I couldnt wait longer for them to get it back to me because I had to return to ******** and get back to work. I had already taken off two more weeks than I intended because of the delay. The whole situation was not handled in the best manner. I was told the trailer had a five year warranty, and even if everything was out of warranty, its only four years old and should not be completely falling apart. *** discussed this with both of them. as mentioned, we have come to terms on getting things fixed. I just dont agree with their response to the Better Business Bureau because there was a lot of false statements in there
  Sincerely,
  
  *******************************

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