Progressive Rehabilitation

Initial Business Response / [redacted] (1000, 6, 2017/08/28) */ Universal paid to get Mr [redacted] trailer back and repair it a 2nd time as he was not satisfied with the first repairWe agreed with him that they did not repair it correctlyWhen we received the trailer back we had our engineering team go out and [redacted] the issuesThey felt it was more of a design issue rather than a workmanship issueSo they came up with a repair plan which consisted of cutting the door off and remounting it in order to close the gapThe door opening is off by 1/inchwhich was also relayed to Mr [redacted] The 1/is within our toleranceThey put the door back on resealed it and water tested itThere were no signs of leaks and the door sealed goodPictures were sent to Mr [redacted] and he stated from the photos it looks okHe just wanted to make sure the trailer is water and air tight, which it was, so we lined up a driver to deliver back to him on July 29thOn July 14th I received an email from him asking where his trailer wasTo my surprise he did not take the trailer and unfortunately due to our plant shut down no one informed me the trailer never wentThe reason being is that Mr [redacted] started asking the driver we contracted to take additional photos and the driver was not going to be put in the middle as that is not what he is contracted to doI reached out to Mr [redacted] as soon as I seen his email though and we started going back and forthI ended up sending additional photos and he just stated if we repaired the frame we will be fineHe seems to think we twisted the door and that is not the caseI did share with him step by step what they didIn the end the trailer is within our manufacturing guidelines and we will not rebuild this trailer or refund him as there is nothing wrong with itI've attached the pictures of the completed trailer for your reviewThese are the same photos I shared with Mr [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was ok with most of what Wells Fargo wrote until they said they didn't twist the doorI have attached photos of the doorWhen I picked up the trailer in December of 2016, the door was perfectIt had smooth welds, flat and built correctly except for the hingeSince then Wells Fargo changed out the side of the door trim, welded it in with a twist, ground down their excessive welds in the corner to the point the welds cracked, and they have re-welded the door back onto the hingeI don't have a door hinge picture, but I will get oneDid I mention this was a NEW Trailer? The door had a 2' gap in the door and Wells Fargo decided the best way to fix a frame that was not square or flat, was to bend the door to fit the crooked door openingIt's a new trailerWhy don't they fix it correctly? If given all this information the day I bought the trailer, I would have passed on buying this trailerNow it looks like some kid decided to fix it by trying out his aluminum welding skillsThe welds are terrible looking and I would question if they penetrated deep enough to hold over the a long period of time Final Business Response / [redacted] (4000, 13, 2017/09/12) */ It all comes down to the fact that the trailer and its door doesn't leak and it is fully functionalIn order to repair the door, the operations team did what was necessary and the door was not "twisted" as Mr [redacted] keeps on saying happened

Initial Business Response /* (1000, 5, 2016/05/31) */
*** Cargo received the customer's complaint on 4/25/and responded via phone call at least two times before eventually making contact with the customer on 4/29/
Customer complained of paint issues on the trailer's fiberglass Nose
Cone and issues with the Clearance Lights on his model year trailerCustomer NEVER provided any proof of his issues specifically photographs of the items in question which was requested by Wells Cargo
Customer was informed of the Wells Cargo warranty program regarding the specific trailer features noted in this claimAs stated, the structure of the trailer is covered for a period of years and covers the following items: main rails, cross members, hat posts, z-posts, roof bows, tongue a-frame, structural welds, corner posts, outriggers, wheel wells, headers, and ramp door structure
Most other items are covered for a period of 1-year including: plumbing, fasteners, windows, doors, seals, sealant, exterior metal, fenders, undercoating, fiberglass, caps, aluminum trim, floors, wood trim, rolled good floors, cabinets, cabinet components, electrical components, lights, mechanical jacks, locks, paint, interior walls, vents, ramp hinges, stone guard, and carpet
We wish to treat the customer fairly within the guidelines of our warranty program and proceduresStep is for the customer to provide photographs of the problem issuesTo date that has not been doneWe make no promise or guarantee that his claim will be coveredHowever, we do intend to fully honor our warranty program as included on the attached
Initial Consumer Rebuttal /* (3000, 7, 2016/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your BOLD TYPE "year NEVER LOOK BACK" warranty/sales pitch is misleading, at best
With respect, it should read, "year NEVER LOOK BACK, but you really should read the fine print at the bottom of the page"...:)
As to your claim above that I NEVER provided any proof of my issues, completely falseThe trailer was physically taken to the AUTHORIZED Wells Cargo dealer on/about 04/20/This is the dealer that I purchased this trailer fromThis is an AUTHORIZED Wells Cargo warranty repair center
He was shown each warranty repair request item, in person, on the spotHis response, while very polite and professional, was CLASSIC! He took out his business card, wrote your number on the back, handed it to me and walked away saying "you'll have to contact them or I get caught in the middle."
In my opinion, he already knew that I had been fooled by your bold type ad and sales pitch
My bad! I failed to read the fine print...buyer beware
I see no need, nor benefit, to send you pictures/"proof"The trailer was delivered to the dealerHe saw everything with his own eyesIf my jumping through hoops is what it takes to get warranty service that lives up to your "year...." sales pitch...if I am required to spend hours on the phone or play phone tag for days...please accept my apologies but, that's not going to happen!
It's your productIt's your warrantyStick to it
It's my trailerIt's my opinion that your sales pitch is deceptiveI'm stuck with that
Should you choose to provide "proof" that the sales pitch is , in fact, not deceptive, call the dealer, authorize the repairs, ask him to call me and schedule when I can bring the trailer inThis is the correct thing to doNo customer should have to face these issues
Change or modify your BOLD type "YEAR NEVER LOOK BACK WARRANTY" ad, along with the sales pitch (the predominant reason for my purchase) to better represent the great product you manufacture

Initial Business Response /* (1000, 6, 2017/08/28) */
Universal paid to get Mr. [redacted] trailer back and repair it a 2nd time as he was not satisfied with the first repair. We agreed with him that they did not repair it correctly. When we received the trailer back we had our engineering team go...

out and [redacted] the issues. They felt it was more of a design issue rather than a workmanship issue. So they came up with a repair plan which consisted of cutting the door off and remounting it in order to close the gap. The door opening is off by 1/8 inch. which was also relayed to Mr. [redacted]. The 1/8 is within our tolerance. They put the door back on resealed it and water tested it. There were no signs of leaks and the door sealed good. Pictures were sent to Mr. [redacted] and he stated from the photos it looks ok. He just wanted to make sure the trailer is water and air tight, which it was, so we lined up a driver to deliver back to him on July 29th. On July 14th I received an email from him asking where his trailer was. To my surprise he did not take the trailer and unfortunately due to our plant shut down no one informed me the trailer never went. The reason being is that Mr. [redacted] started asking the driver we contracted to take additional photos and the driver was not going to be put in the middle as that is not what he is contracted to do. I reached out to Mr. [redacted] as soon as I seen his email though and we started going back and forth. I ended up sending additional photos and he just stated if we repaired the frame we will be fine. He seems to think we twisted the door and that is not the case. I did share with him step by step what they did. In the end the trailer is within our manufacturing guidelines and we will not rebuild this trailer or refund him as there is nothing wrong with it. I've attached the pictures of the completed trailer for your review. These are the same photos I shared with Mr. [redacted].
Initial Consumer Rebuttal /* (3000, 8, 2017/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was ok with most of what Wells Fargo wrote until they said they didn't twist the door. I have attached photos of the door. When I picked up the trailer in December of 2016, the door was perfect. It had smooth welds, flat and built correctly except for the hinge. Since then Wells Fargo changed out the side of the door trim, welded it in with a twist, ground down their excessive welds in the corner to the point the welds cracked, and they have re-welded the door back onto the hinge. I don't have a door hinge picture, but I will get one. Did I mention this was a NEW Trailer? The door had a 2' gap in the door and Wells Fargo decided the best way to fix a frame that was not square or flat, was to bend the door to fit the crooked door opening. It's a new trailer. Why don't they fix it correctly? If given all this information the day I bought the trailer, I would have passed on buying this trailer. Now it looks like some kid decided to fix it by trying out his aluminum welding skills. The welds are terrible looking and I would question if they penetrated deep enough to hold over the a long period of time.
Final Business Response /* (4000, 13, 2017/09/12) */
It all comes down to the fact that the trailer and its door doesn't leak and it is fully functional. In order to repair the door, the operations team did what was necessary and the door was not "twisted" as Mr. [redacted] keeps on saying happened.