Adam Trailers

I bought a brand new 6+1 horse trailer for just shy of $100k. I loaded my horses on it and the top side curtain wouldn’t close when horses were loaded onto the trailer. I continued on my journey and just left the top curtain open. I checked on my
Horses mid way and realized that a few were covered with scrapes and cuts bc the window bars broke off and created sharp edges which cut my horses hip. The one sliding window wouldn’t lock either. And a screen fell out while driving. The back butt bars were also welded onto the side of the trailer unevenly so the right side of the butt bar stood higher then the left. I got home and immediately called Adam who sent me out “heavy duty” replacement window bars bc they said that it’s common for the window bars to break. They said the only way they would fix the other issues is if I brought it to their main manufacturing company which is 7 hours away! They would not let me take it to a reputable trailer dealership by me to have it fixed. They then said that I needed to contact the original place that I bought it from Because it was their responsibility to take care of everything and then Adam never got back to me beyond that and would not answer my call or respond to my emails. I bought the trailer when I was in Florida for the horse show circuit, but I live in Pennsylvania. I have all the emails between Adam and I, with the multiple promises that they would fix the issues and would reinforce the frame better. But they would not reimburse me for my time or expenses to have to leave and drive this trailer seven hours to drop it off and then drive home seven hours. Then to turn around and do that trip in a few days after it is “fixed”. I even offered to pay additional money on top of this trailer if they would just make me a new trailer since I think this one is a lemon.

Every time I use this trailer, something else breaks on it. It’s supposed to come with heavy duty tires, and the third time I use the trailer to go three hours to a horse show, I blew a tire. Since Adam trailers never got back to me, I also called my original dealership where I bought the trailer from, and they said that they agree that a tire should not have blown that soon. On the eighth time of using the trailer (still within the year of buying a BRAND NEW trailer)… I blew another tire where the tread completely blew off of the wheel!

The final straw… I just used the trailer for the ninth time total and I was completely broken down on the side of the road because sparks were coming out from underneath the trailer. I had to call an emergency shipper to come pick up my horses in the middle of the night, but I couldn’t even go with the horses because I couldn’t drive my trailer. We thought it was the bearing, and had to wait overnight until a repair shop was open in the morning. They found numerous things wrong with the trailer and said that the manufacturer didn’t even use the correct high temperature grease. They also said that out of all the wheels, only one of my brakes were working. They could tell that the trailer has not been used because the brake pads were in great condition but they needed to repair a backing plate bc it was not usable on the only wheel that had a working break. They said that for a brand new trailer none of this should have happened. This trailer clearly was made very cheaply, but polished up to make it look like $100,000 trailer! Never again will I use Adam Trailers, especially because they have the worst Customer service I have ever dealt with! STAY CLEAR AND RUN! Spend a little more and get a better brand!

The customer complaint [redacted] has been contacted by the Dealer from which they purchased the trailer as well as Adam Trailers The customer has been made aware that the trailer will have to go to the Dealer for the necessary repairs If the repairs are failure due to workmanship or material failure the repairs will be made at no charge to the customer The Dealership is trying to and is more that willing to work with the customer The factory is working through the dealer to supply the parts and to work with the customer as well Even though the factory may have been a couple days getting back to the customer we are doing everything possible to resolve this situation through the dealer networkSimilar to an automobile factory they too have to work through the dealer network and the vehicle has to go to the dealer for the necessary repairsHopefully this will be resolved in the next few daysRespectfully Dalton Enterprises manufacture of Adam Trailers

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The customer complaint [redacted] has been contacted by the Dealer from which they purchased the trailer as well as Adam Trailers.  The customer has been made aware that the trailer will have to go to the Dealer for the necessary repairs.  If the repairs are failure due to workmanship or...

material failure the repairs will be made at no charge to the customer.  The Dealership is trying to and is more that willing to work with the customer.  The factory is working through the dealer to supply the parts and to work with the customer as well.  Even though the factory may have been a couple days getting back to the customer we are doing everything possible to resolve this situation through the dealer network. Similar to an automobile factory they too have to work through the dealer network and the vehicle has to go to the dealer for the necessary repairs. Hopefully this will be resolved in the next few days. Respectfully Dalton Enterprises manufacture of Adam Trailers

Review: We purchased our second Adam horse trailer from the Trailers of the East Coast on 11-19-2013. One week after purchasing the trailer, we began having trouble with the breaks on the trailer not engaging. I called Trailers of the East Coast, and they recommended bringing the trailer in for evaluation. I explained to trailers of the East Coast that we live nearly 2 hours from their location, and that I did not feel comfortable towing the trailier 2 hours with out breaks. Trailers of the East Coast advised us to seek a service station closer to our home. I then called Dalton Enterprises to obtain information on what we should do regarding repairs. The receptionist that answered the phone gave me a contact number ###-###-#### for Mr. Roger Dalton. I called Mr. Dalton and left a voice mail with the trouble's we were having. Mr. Dalton returned my call a couple hours later, and gave us a couple tips to try, which my husband had already completed with no results. Mr. Dalton went on to explain that they make very good trailers, and he doubted the problem was on the trailer side, and that we should have our truck evaluated. I then called [redacted]'s Trailer Sales and Services ###-###-#### to advise them of the issues we were having, and they were gracious enough to work us in immediately! They did an hour worth of diagnostics on the truck and the trailer combined, and determined the issue to be with the horse trailer its self. They kept the trailer at the shop for 24 hours, and then called to advise me that they had found a wiring issue with in the quarter panel of the horse trailer, that had been pinched between the body panels during construction of the horse trailer. The total amount for the repairs came to $204.41. My husbnad then scaned the bill and the repair shops findings and sent this and a request for reimbursement to Dalton Enterprises [redacted]. We waited for 4 days, and after not receiving any communication from Dalton Enterprises, my husband contacted the main office again at ###-###-#### and spoke with the receptionist who advised that they had received our request, and again forwarded us to Mr. Dalton's number listed above. My husband called Mr. Dalton, and asked him to please contact us back and let us know what was to be done about the horse trailer and repairs. After a week of not hearing anthing from Mr. Dalton or Dalton enterprises, my husband left another message with Mr. dalton stating that if we had not heard anything by the end of the week, that we would be taking legal action. We still have not heard anything regarding our issue with the horse trailer to this date on 12-22-2013. The horse trailer is in great working order now, since having been repaired.Desired Settlement: I would like for Dalton Enterprises to cover the cost of repairs, since the wiring issue was found to be in the trailer, and an issues during construction, which is clearly stated to be covered by the warranty.

Business

Response:

Concerning the complaint ID [redacted]: The customer did contact me concerning a brake issue on a trailer. She was very nice and I though that we were OK at the time. I did go over with her husband some check points to try and narrow down the point of the problem. In no way did I insinuate the truck was the problem, I only wanted to eliminate the truck because anything can happen with truck or trailer. It is just easier for a customer to run the truck check first. I talked to the husband and explained what could be done for a quick check on the trailer at which time I assured him we would try and work with him to resolve the issue with the brakes. I also stated that maybe I could get someone close to help with the situation with as little inconvenience to him as possible. After ending the phone conversation I call a dealer in their area which was more than willing to help. This Dealer is an approved Adam Trailer Dealer and repair technician. Later I was informed that they decided to take the trailer to a shop of their choice which is not approved to work on Adam Trailers, which is stated in our warranty.

A couple days later I was give an invoice for $204.41 and a phone number of the repair shop which I called. After calling several times and receiving no answer I tried to call the customer at which time I left a message—no response. The statement that the wire issue was in the quarter panel of the trailer was a little miss leading because the trailer has no quarter panel. I wanted to know what was meant by this and if we have a problem we could pin point the area. That is one major reason for wanting approved technicians to work on our product. We try to avoid any issues big or small in the product we produce. If approved service shops have to do service work then we can narrow the window from parts failure, our failure, or consumer error, therefore giving the consumer the best produce we possibly can.

I am sorry that the customer has not been able to contact me and that I have not been able to contact the customer. I can’t explain because I do return calls if I receive calls. We have been away from the business for two weeks (December 20, 2013 through Jan 6, 2014) and that is why I am just now answering the mail.

Returning to work today Jan 6, 2014 I am answering mail and phone calls of which there is none from the customer. Also as far as the invoice for $204.41 there is an amount of $10.00 for a 7 way plug that is a consumable item and not related to brakes. Also the brakes could be completed rewired in an hour’s time. Before reading this complaint we had already approved what we consider to be a fair amount on the work done by the shop the customer chose even though they are not an approved repair shop for Adam Trailers.

Sorry to just now be getting back to you, however, again we have been out of the office for two week due to the Christmas and New Year holidays.

Roger Dalton

Dalton Enterprises, Inc.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We could not drive the trailer to any authorized shop that was out of the local area due to not having any brakes that were working on the trailer. Regardless of what the warranty says, it is a safety issue that we won't do. We tried to contact Adam trailers prior to taking it to the shop, but got no reply. So we had to make the decision to get the trailer worked on at a local shop so that we had functioning brakes. I got no reply from the email I sent with the work invoice of the trailer brakes being repaired. I cannot help the amount of hours it took the shop to repair the trailer. They are a reputable shop and they did the best and fastest job they could to repair the brakes. I am not going to get involved with the play on words as to whether the trailer had a quarter panel or not. Whatever the official title of it is, the panel(s) had to be removed to find the wiring shorts. I would like a reply to my email from the company to let me know how they are going to resolve this matter. This is a brand new trailer and this is the last thing we wanted is to not have functioning brakes and all we want is reimbursed for the cost of repairing it.

Regards,

Business

Response:

Complaint #[redacted]:

We at Dalton Enterprise were under the impression that this was resolved. The first attachment is the mail received stating it was resolved. The second attachment is a copy of the check that was sent and the third attachment is the note that went along with the check explaining the amount of the check. After receiving the first attachment stating the complaint was now resolved we thought everything was OK.

However, we do not want to get into a play on words either. Yes we received a notice that the trailer had been taken to the repair shop, after the fact. We did note to the customer to have the repair shop call before doing the work and we tried calling the repair shop receiving no response. Yes there was a communication problem through out the complete process. We Dalton Enterprise would have had someone very close to this customer that was qualified to make the repairs at no charge to the customer but again the communication was not complete.

As far as pursuing this complaint we feel that it is resolved. There were no panels that would have had to be removed if done by someone that was experienced with the layout of this unit. We have no question or concern that this shop was not a reputable shop. I am sure they did the best of their ability and done the work as quick as they could.

The customer received the check according to the mail received and appeared to be satisfied; therefore we consider this matter closed.

Thank you for your support and patience

Roger Dalton

Dalton Enterprise, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. We have received partial reimbursement for the repairs, and consider this matter resolved. it is my hope that Dalton Enterprises will improve their communication with their clients, when a problem arrises. Communication initially was excellent, in trying to determine where the issue was coming from, however once the issue was determined to be a manufacturing issue, the communication stoped all together! I am in a customer service industry, and even if a problem arises my business strives to stay in communication with it's clients until things are resolved to a satisfacotry manner according to both parties. If Dalton Enterprises would have continued their communication, and advised us of their intentions, I would have NEVER filed a complaint with the Revdex.com.

Regards,

Review: In February of 2015 I purchased a 2015 model Adams ju-lite horse trailer from [redacted] and RV in [redacted].

While using my horse trailer on 7/26/15, my horse leaned back on the butt bar of the trailer causing a portion of the main support beam of the trailer (part that holds the center divider in place) to buckle.

Due to the support beam buckling the trailer in no longer safe to haul a horse in (the butt bars no longer attach to where they are supposed to)

This trailer is 6 months old and has only been used a few times the main beam should not have failed even with a horse leaning on it (a horse trailer should be designed strong enough to support more than a horse leaning back on a bar )

I contacted [redacted] (the dealer I bought the trailer from) on 7/27/15 I was told this would be no problem and they would contact Adams trailers and get this taken care of right away (I also sent pics of all damage to trailer)

I did not hear back from [redacted] by 7/28/15 so on 7/29/15 I contacted Adams trailers directly and was told I would need to speak with [redacted] (owner of Adams trailers) I left him a voicemail and sent a email to him explaining that I would like to speak to him about my trailer .

On 7/30/15 I heard back from [redacted] saying that they had spoke with [redacted] and this would not be able to be covered under warranty without further investigation, I would have to haul from my home in [redacted] to [redacted] just for the dealership to inspect the damage (all expenses to take the trailer there would be out of my pocket)

I was told it was not guaranteed it would be fixed if brought it to [redacted] just that someone would look at it and send further info to [redacted] at Adams.

I have continued to call [redacted] multiple times and still received have received no phone calls back (as of 8/3/15 I still have not been in contact with [redacted])

This trailer is as stated earlier less than 6 months old and besides the support beam failing the trailers window seals have peeled off as well as the tack room door stop has broken completely off.

In summary this trailer is complete junk and Adams is not willing to stand behind their product. So I am stuck making payments on a trailer that is unusable at this time. I will pay to get this fixed out of my own pocket; I have spoken to an attorney and will be suing Adams trailers for my out of pocket expenses for the repairs to this trailer.Desired Settlement: I would just like my trailer repaired properly in a timely manor without me having to spend money out of pocket (since the trailer is under warranty I should not have to spend money to have the repairs done )

Business

Response:

The customer complaint [redacted] has been contacted by the Dealer from which they purchased the trailer as well as Adam Trailers. The customer has been made aware that the trailer will have to go to the Dealer for the necessary repairs. If the repairs are failure due to workmanship or material failure the repairs will be made at no charge to the customer. The Dealership is trying to and is more that willing to work with the customer. The factory is working through the dealer to supply the parts and to work with the customer as well. Even though the factory may have been a couple days getting back to the customer we are doing everything possible to resolve this situation through the dealer network. Similar to an automobile factory they too have to work through the dealer network and the vehicle has to go to the dealer for the necessary repairs. Hopefully this will be resolved in the next few days. Respectfully Dalton Enterprises manufacture of Adam Trailers

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,