We placed an order 9 months ago to get a cargo trailer built. At the time, Tom, the builder and owner, led us to believe supplies were not an issue and that we were asking for a pretty simple build. Of course, we've all had to make adjustments. During COVID he's never once taken the initiative to contact us about how the pandemic might impact our order. We've called, emailed, texted, and posted on Facebook Live just trying to confirm whether or not he has started the build or get info on where we are in the process. When he does decide to contact us back, his excuses change, but he won't provide actual specific answers to questions that he should have the answers to (i.e. has construction started or has the certificate been generated).
Today we managed to catch another of his live updates and put our questions in the chat. We just wanted to know if he has started any work on the trailer. Not only did he ignore our questions ("Oh, God" was his sole verbal response), he quickly deleted them. This after 9 months and a couple thousand dollars on a simple, small trailer shell with no plumbing, furniture, or complex electrical systems.
We understand that COVID is a game changer, but he's taken our money and provided absolutely horrendous customer service. In fact, he made a grim joke on a recent Facebook Live about doing armed "target practice" on people. Not funny. He complains about his customers as though they're the problem instead of offering solutions. His website, unlike most other companies at this time, shows no information about potential delays or changes due to the pandemic. To all appearances, potential customers would be right to assume the business is running at full tilt, with average lead times still advertised at 180 days. There's nothing there about part delays or warnings that production might be impacted that I could find. This is simply not how most businesses are handling the situation. Not businesses that want to stay in business.
Everyone has been impacted by COVID. We're all being more flexible. But Tom just isn't caring for us as customers or as people. It seems it would be simple to reach out to people you've taken money from, be empathetic and not scary, tell them the truth, and offer reasonable options. The all time worst customer service experience so far. And he's treating our money like a no-interest loan because he's shown us nothing that he has done for it. If he were actually using the down payment legitimately (i.e. for parts, labor, paperwork legalities), he could show us the receipts. This is a lousy way to treat customers, and I don't want anyone else to have to go through what's happened to us. Hopefully, Tom will learn how to treat the people who make his lifestyle possible. read more
