Jarn1718
Member
We have been using a small business nearby in East Anglia for our annual trailer service for approx 4 years now. Being ignorant, I don’t really know the in’s and outs but they gave the good salesman chat and I agreed.
The past couple of years I had noticed they’d upped their game with trying to get people to get their trailers refurbed with them. I finally caved this year when mine was in for a service. I really should have listened to my gut instead of the sales techniques but being promised a ‘basically brand new trailer’ all spanking and shiny sounded wonderful!!!
They said we pay half upfront then half when we pick up. I decided to pay all upfront and be kind to them as they’re a small business. £2.5k later….
They had it for 5 weeks. I went to pick it up ever so excited. When I got there, the owners weren’t there - I thought as I’d organised with them the time I was picking up, they would be there to go through it with me. Instead a couple of guys who obviously did a bit of work for them just pointed at it and said ‘that one over there’ then walked off… so i brushed it off, I went over to see it on my own.
There were parts cracked and broken that weren’t before, the matting was not put in properly, the actual metal frame was not in line, attachments had been put Back on completely unlevel, holes had been started to be drilled and then what looks like they could not get a bite so started a new hole and left the half done hole uncovered, a panel was not attached at the bottom - the list is endless.
I complained to one of the workers that this is not what I expected. They were very intimidating and then called the boss whilst I was there talking about me in a really invalidating, rude way. I waited nearly 1 hour before the boss turned up.
His demeanour was ready for an argument, he did not apologise, he did not seem interested in the slightest and said to me to just leave it there for a day or two. He claimed most of the things aren’t included in a refurb…so loose screws aren’t included in a service then?
So I left feeling bereft and disappointed. They were then rude via message when I asked when I could pick it up. The lady text me back saying ‘ my husband is now dealing with this so call him instead’. Although the number I messaged was the actual business number…. Plus - who exactly is the customer here?! Should I be the one running around finding someone who will ‘deal with this?!’.
I sent my husband to pick it up because I was worried about being intimidated. They were both there and my husband described their body language as ‘ready for an argument’.
The man said that the matting has ‘shrunk because it was out of the trailer and dried’. So when it’s dry in the summer - why did it not shrink then? It’s now curled up at the edges and does not fit properly… it was SPOTLESS and almost brand new condition when I sent it there.
He said that the plastic parts that have snapped or cracked are just what happens on ifor Williams trailers and every other one it’s happened to, they’ve called the owners to let them know it’s just ‘one of those things’.
He said where the actual metal cage around the trailer looks out of alignment inside, that’s just ‘original, factory state and nothing to do with them’.
He did not comment on anything else. My husband brought it home and did not say anything to them.
When we got it home we’ve checked it over, it’s all out of alignment. The one side of the back ramp does not close unless I force it with a bar. The front ramp bends to close too. It is awful. When we sent it there the whole trailer was absolutely brilliant condition apart from the side panels that needed tlc.
There are screws that has not been put back in, they’ve even forced a bolt through a hole where there’s another bolt without a nut on it. Then put a nut on the one they’ve put in but on an angle because they didn’t just remove the other bolt and do a good job.
There are even more cracks than before and there is also a nasty crack on the interior now too.
They have not apologised and when I talked to them originally they were very abrasive /defensive.
I’m not sure what to do…should I get second opinions? I mean, the first issue is they’ve damaged my property and I haven’t signed a waiver/contract so I’m guessing they need to replace what they’ve damaged?
Another is the bad service.
Lastly is the actually terrible job they’ve done.
I’m going to get a quote to fix all of these things and send it to them asking for a refund to pay for all of that. But is there anything I need to know I can’t do legally?
My business paid the invoice if that changes things. Just desperate for some advice on what to do!
Thanks!
The past couple of years I had noticed they’d upped their game with trying to get people to get their trailers refurbed with them. I finally caved this year when mine was in for a service. I really should have listened to my gut instead of the sales techniques but being promised a ‘basically brand new trailer’ all spanking and shiny sounded wonderful!!!
They said we pay half upfront then half when we pick up. I decided to pay all upfront and be kind to them as they’re a small business. £2.5k later….
They had it for 5 weeks. I went to pick it up ever so excited. When I got there, the owners weren’t there - I thought as I’d organised with them the time I was picking up, they would be there to go through it with me. Instead a couple of guys who obviously did a bit of work for them just pointed at it and said ‘that one over there’ then walked off… so i brushed it off, I went over to see it on my own.
There were parts cracked and broken that weren’t before, the matting was not put in properly, the actual metal frame was not in line, attachments had been put Back on completely unlevel, holes had been started to be drilled and then what looks like they could not get a bite so started a new hole and left the half done hole uncovered, a panel was not attached at the bottom - the list is endless.
I complained to one of the workers that this is not what I expected. They were very intimidating and then called the boss whilst I was there talking about me in a really invalidating, rude way. I waited nearly 1 hour before the boss turned up.
His demeanour was ready for an argument, he did not apologise, he did not seem interested in the slightest and said to me to just leave it there for a day or two. He claimed most of the things aren’t included in a refurb…so loose screws aren’t included in a service then?
So I left feeling bereft and disappointed. They were then rude via message when I asked when I could pick it up. The lady text me back saying ‘ my husband is now dealing with this so call him instead’. Although the number I messaged was the actual business number…. Plus - who exactly is the customer here?! Should I be the one running around finding someone who will ‘deal with this?!’.
I sent my husband to pick it up because I was worried about being intimidated. They were both there and my husband described their body language as ‘ready for an argument’.
The man said that the matting has ‘shrunk because it was out of the trailer and dried’. So when it’s dry in the summer - why did it not shrink then? It’s now curled up at the edges and does not fit properly… it was SPOTLESS and almost brand new condition when I sent it there.
He said that the plastic parts that have snapped or cracked are just what happens on ifor Williams trailers and every other one it’s happened to, they’ve called the owners to let them know it’s just ‘one of those things’.
He said where the actual metal cage around the trailer looks out of alignment inside, that’s just ‘original, factory state and nothing to do with them’.
He did not comment on anything else. My husband brought it home and did not say anything to them.
When we got it home we’ve checked it over, it’s all out of alignment. The one side of the back ramp does not close unless I force it with a bar. The front ramp bends to close too. It is awful. When we sent it there the whole trailer was absolutely brilliant condition apart from the side panels that needed tlc.
There are screws that has not been put back in, they’ve even forced a bolt through a hole where there’s another bolt without a nut on it. Then put a nut on the one they’ve put in but on an angle because they didn’t just remove the other bolt and do a good job.
There are even more cracks than before and there is also a nasty crack on the interior now too.
They have not apologised and when I talked to them originally they were very abrasive /defensive.
I’m not sure what to do…should I get second opinions? I mean, the first issue is they’ve damaged my property and I haven’t signed a waiver/contract so I’m guessing they need to replace what they’ve damaged?
Another is the bad service.
Lastly is the actually terrible job they’ve done.
I’m going to get a quote to fix all of these things and send it to them asking for a refund to pay for all of that. But is there anything I need to know I can’t do legally?
My business paid the invoice if that changes things. Just desperate for some advice on what to do!
Thanks!
. 
