My horrific experience with Trailer guys began on a day in August when I called and talked to Chase. Chase said he had the trailer I wanted on the lot, I had seen it on their website. I asked if he was sure because I was going to fly there to check it out first thing the next morning. He confirmed yes, he had it. I arrive the next morning at 9:30, he wasn't there yet and I waited. When he arrived he showed me the trailer and said that it sold. He didn't think to call me and stop me from an expensive flight. I rationalized that it was fine because there were a few things about the trailer I didn't like, but it's poor customer service which should have been my cue to avoid business with them. Then, Chase tells me he already placed an order to the Diamond dealer for another one that would arrive in one month instead of the usual 3 months, and said he could send diamond all the customizations I wanted on the trailer he'd already ordered and keep the one month time frame. He convinced me to buy from him instead of other dealers because their lead time was 3 months which I verified . I agreed and left a deposit and spec'd out the upgrades on the trailer I wanted.
He sent me purchase orders every couple days to sign and every one was wrong and didn't have the customizations I wanted despite repeatedly giving him very clear written instructions. I had to correct him over and over and I had to follow up with him almost daily, he never kept me proactively informed and was many times impossible to get ahold of. I was still correcting him after the 1 month time frame when he said it would be ready. Chase was constantly making excuses and was completely unprofessional. It is my belief that he either lied about the one month time frame, or messed up my order so many times that it had to be rebuilt with the usual 3 month custom order wait. It was ready 4 months later in December.
I drove 5 hours to finally pick it up after months of stalling and avoiding my calls. Upon pickup , there were several manufacturers defects that I know weren't the fault of Trailer Guys, but that I could get fixed at another dealership because they told me it had a warranty and I live 5 hours away and had freight lined up to haul. I then find out that the warranty only applies at Trailer Guys, which is way too far for me and Chase didn't disclose that my warranty wouldn't be 100% valid at other dealerships near me which he promised in the original sale . Then, on pickup day as they're trying to get me to sign for the paperwork ,I realized that the GVW and trailer length were completely wrong on the trailer Vin and MSO. They had to send this back so I can get a new Vin. This massively affects my federal excise tax which I had repeatedly told Chase. I then tell the manager all of the issues, and he says "You can't win em all." Is that seriously your response ? My livelihood has been affected as I sold my other trailer and haven't been able to haul freight. I reluctantly took the trailer because I had to, I have jobs lined up and my business reputation on the line.
On my way back home (3 hours) the trailer lost lights and brakes on the highway. This was because one of the defects was that the trailer didn't connect to my gooseneck light plugin. The trailer guys rigged it to fit in the bumper light plug-in with a zip tie which failed , scraped the ground, and caused me to lose lights on the highway which is a massive safety issue. When I called Chase to discuss that I needed him to come get the trailer or pay a local dealer for repairs since he was dishonest about the warranty, he danced around the issue and said he didn't understand. I am literally stuck on the side of a highway at this point. When I got frustrated with him , he became snappy and rude and literally hung up on me which I have a recording of. He told me "good luck dealing with Diamond" before terminating the call.
Overall from the horrible sales guy Chase who lies to get sales, and the apathetic manager who takes no accountability for the sales guys mistakes... I would give this business 0 stars if I could. Read the other Yelp reviews that discuss this same unprofessional salesman. I'd like to make it clear that although Diamond made several mistakes on this trailer, I'm not rating the trailer guys on these mistakes as they are not the manufacturer . It's the lack of professionalism, lack of quality assurance of the trailers, lies, and paperwork incompetence that really set this business apart for me. Avoid at all costs. read more
