THE ABSOLUTELY WORK COMPANY/CUSTOMER SERVICE
Let me start with, I normally do not write reviews. But if this review can save just one person from going through the frustration and aggravation we went through, then it’s done its job. The horrible experience began with trying to gain access to Trailers Plus in Phoenix. Made an appointment for a Saturday morning and were told to call the number on the sign when we arrived (gates locked). After driving an hour and a half, we get to Trailers Plus, sit on the busy street, car running, while we call the number on the sign....for 20 minutes. No one answered. Finally saw a mechanic on the premises, ran across lanes of traffic asking him to open the gate, which he did. There were 2 sales people and 2 customers already there. So why the appointment??? We wandered the lot a bit looking for a trailer, found the one we wanted. When it was finally out turn, we went through the arduous process of purchasing the trailer. We were nickel and dimed...several items displayed on the trailer were "add ons". Not disclosed in the write up of the trailer and not disclosed until we were almost through with the purchase process. We paid cash for the trailer. After 4 hours there, all we wanted to do was get a trailer, get out of there, and go home. It wasn't until I looked at the paperwork the next day that I realized they charged us the "credit" price rather than the "cash" price. Not a huge amount of money but none the less, money rightfully owed to us. Called the following Tuesday (they are closed Sundays & Mondays) and was told they'd look into it. Look into it? We clearly overpaid. Well, a week goes by and we hear nothing. I try calling the Phoenix location, the corporate office, every location but all calls are routed through a horrible customer service center. They too were of absolutely no assistance. Weeks go by with countless unanswered phone calls. Finally receive a phone call that they decided to give us a refund. They decided??? We were owed the refund for they overcharged us. OK, that's over with, we received a refund check a week or so later. Second time trailer is used, 2 tires get flat spotted. We bring the trailer back to Phoenix (mind you every trip is 3+ hours round trip) for them to service. Get a call a week or so later that trailer is ready. Go back to Phoenix, tested the trailer in the yard to find out the issue has NOT been fixed. So we leave the trailer and return home. It's several weeks before we hear anything to find out the trailer brakes have a short in them which definitely caused the tires to flat spot. Parts were on order. For several weeks we received no updates. We called several times asking for updates and ETA of repair. No return phone calls. Finally, after maybe a month or so, we get a call that the trailer is ready. We pick the trailer up and yes, it is now working properly. But, we're out the cost of 2 new tires because of faulty trailer brakes on a brand new trailer. Called last week asking to speak with whomever can process a refund for the tires. Was told Phoenix location would get back with us within 24 to 48 hours. Let's see, it's now been close to 168 hours and haven't received a phone call. Call customer service center again asking to speak with someone in corporate or someone who can authorize the refund. Response....someone will get back with you. Yeah, right. Like that will happen. I am so frustrated with this company. I so wish we had purchased from another company but after spending 4+ hours at Trailers Plus, we just wanted to get a trailer and go home. Buyer beware! Learned my lesson. Anyone want to take bets as to whether or not I'll get refunded for the 2 new tires I had to buy for a brand new trailer with faulty brakes???? Would love for someone in Corporate, say CEO, to call to discuss all the issues outlined above. Again, taking bets as to whether or not that will happen.