etrailer

Bought 2 Furrion ac's with dual zone thermostat kit.
1 arrived damaged and after buying kit i learned about the LED light kit.
Called to ask if I could swap out the 2 inside cover kits and pay difference. Told nope. Instructions couldn't explain how to wire in dual zone thermostat. Called the Furrion tech support and etrailer said they have no ideas, recommend I just buy another thermostat. Called E-Trailer. Asked if they could explain how to do the install, they said they haven't a clue. They told me to keep calling Furrion tech support. Asked about a 2nd thermostat, told sure if I buy it? Asked about replacing the broken outside cover. Was told I would need to remove the complete unit and send back?
Your better off purchasing from amazon cheaper and they stand behind everything. Mr Greg was a nice man he's just unable to do anything since E-Trailer is not really capable of customer service.
2200. 00 spent and I'm stuck with a broken cover, no idea how to wire them in to thermostat. My advice is anyone other then this outfit.
Customer service is another way of saying yes it's our fault but you'll still need to pay extra and wait

Update. 6 weeks later they did send me another ac cover... I'm just wondering why they couldn't have just removed said cover from one they had in stock?. At least I did get the broken cover fixed
James

Below is the email I sent to etrailer.com after many issues with my order.

I placed an order with you guys about 9 days ago, I even paid for priority shipping, then I get an email form you telling me that my item will ship in 7 days. So I ask you so I am clear, I will receive my item in 7 days or it will ship in 7 days then you tell me it will ship in 7 days because we still need to order it from the manufacturer, I was not happy about it but because I had no choice I agreed. 7 days go by I did not hear anything so I email you and you call me back only to tell me that the item I ordered has been discontinued. So we talk and I agree on accepting item # 316112 instead even though I was losing money and not even getting what I really wanted in the first place but because I had already thrown away the Visa gift card that I had paid for it with I did not want to lose my entire $39.11 you said you would email me a tracking # and never did, you never replied back to my email either this morning so I had to call you guys only for them to tell me that the order has been cancelled and that the money was refunded back to my card that I already had told you guys that I no longer have first etrailer tried saying that they never even charged the card in the first place which was a lie because how do refund something that you supposedly never charged? So I call you guys and they say there is nothing we can do for you, From the beginning this entire ordeal was your fault, you guys advertised an item that you don't even have, never contacted me to tell me it was discontinued until 7 days later only because I had to contact you, then you said you would mail me the license plate and email me a $5 dollar credit since the new item costed less than what I had already paid for and a tracking # and never did either, and you failed to rely to email to tell me that you not only cancelled my order but that you did not keep your agreement to send me the lesser item. Because of all your companies neglect I am now at risk of losing my money and I don't care if it is only 40 dollars it is the principal. I want you guys to please send me item #316112 ship it the cheapest way possible is fine but I am not going to let this go this was not my fault at all why should I pay for your mistakes if there was any issues it was your responsibility to notify the customer right away but you guys never did I had to call and pry all the details out of you.

After sending a inventory availability question to customer support, I received a reply at approx 2345hrs that the items I question were in stock.

Excited, I rose up from bed, went downstairs to the computer and ordered the parts. Unfortunately, the following day, I received notification that the items were actually not in stock, we're on back order and no expected inventory date in sight.

Confused, I informed the service agent that I had received confirmation of inventory stock prior to ordering. Long story short, it was bad service, but with good intentions.

The service rep who responded to me does not actually have sight of inventory, so etrailer should not have stated the parts were available.

Ultimately we did not purchase from etrailer and found a competitor who had on hand stock.

Overall, good customer service, this despite an obvious disconnect between sales and customer service personnel.

Maybe next time...

I ordered Firestone Coil-Rite Air Helper Springs from e-trailer.com. One of the parts was defective and I was explicitly informed etrailer would contact Firestone, have them send me a replacement part and email me a return shipping label. When nothing happened after a week, I contacted e-trailer.com again. This time they informed they do not warranty this product and that I would have to contact Firestone and send them a picture or video of the leak while a soapy water leak test was being conducted to prove the product was defective. This would require bringing my vehicle into the shop again, having the rear end dismantled again, just so I could take a picture for warranty coverage.

E-trailer.com gave no indication that there is effectively no warranty due to the hoops a customer is required to jump through for a replacement part. In fact, after this experience I looked at their site and there is no mention of the warranty policy anywhere and no way that I can see to leave reviews.

If you purchase a product from this company beware and hope that your product works, because if it doesn't, you're likely out of luck.

I placed my order Weds night for 2nd day air and its Friday and my order still has not shipped. I started contacting them Thurs to find out why I hadn't received a tracking number and only got a confirmation email that my order had not shipped. Three emails later, I still had no response so I called and the guy couldn't tell me why my order had not shipped. Said it may have gotten jammed in the printer?!? He did make a new order, credited back my shipping charge and said he would send it out 2nd day air to receive on Tues. An hour after getting off the phone with him, I checked my order status. New order was made but not with 2nd day shipping. Ground instead. My faith in receiving my order on Tues is slim. This inconvenience stopped us from picking up our new RV on Sat. We now have to pay to have it delivered which is going to be around $70. Highly disappointed with the customer service. We will have to wait and see about the actual parts.

I ordered a roof rack and trailer hitch for my car with a side loader for my kayak to work with the rack on April 4th. I didn't get notified until I gave them over $1200. 00 that the side loader was not in stock and wouldn't be until the 12th but would ship that week. One of their employees looked at the order and offered me a lesser quality version side loader in stock, which I declined.

The 12th came and went and didn't hear a word from them. I looked at my order again on the 15th, and it looks like my part came in on the 14th, but etrailer have moved my ship date to the 23rd. I called to ask why and to ask why they didn't just ship the other stuff on the 4th when I ordered it and ship the other part (because it's really just an accessory after all) when it came in. They told me they don't do that, so I asked if I had canceled my order and just ordered what was in stock and then ordered the other item; if that should have been how I would do it, and they said yes.

Their unwillingness to work with me after spending $1200 with them because of some extra shipping? I'm very tempted to cancel the order and try to find everything somewhere else. I will not be doing business with them again.

W

I recently placed an order for a hitch. I utilized their website, and input the specifics for my vehicle (2015 Acura MDX) from the dropdown menus, and the site provided me with the correct hitch for my vehicle. About a week or so later I received a box which had numerous holes in it, and looked like it had been through a war. The contents were intact, however, the hitch was for a 1992 mercury villager. I called and advised etrailer what had occurred, and the person on the other end (who was pleasant) ordered the correct hitch, and advised me to send the other one back. I received a confirmation email which indicated that I may be responsible for shipping charges on the hitch I was returning. I called and complained, and was advised that the email was an automatic response, and I should received full credit for the wrong hitch since it was the company's fault. I boxed up the wrong hitch and sent it back. I received the correct hitch about a week later, and noted again that the box was completely torn up. Inside the box, the hardware was floating around the bottom of the box, and half of the washers and bolts were missing. I called etrailer and etrailer sent me what was missing. I eventually received a full refund for the wrong hitch. Etrailer may be a good company to purchase from, but my experience with them was not pleasant.

Most positive reviews appear to be commercial. Etrailer must treat dealer accounts differently then the general public because there is no way you could maintain a business and accept the lack of service I received. I ordered a single $130 item which had a "being gathered" status for 4 days and still hadn't shipped. Please keep in mind that before ordering, I called and confirmed that it was in stock. How long does it take to find one item? Called customer service after 2 days and they could care less, telling me that standard service was 2-4 days before shipping. The gist of the conversation was that it was what it was... deal with it or pay $38 to expedite it. The 2nd time I called was on the 4th day, to cancel because it still hadn't shipped. I asked for an explanation and was told that I had to understand because manufacturers were closed down due to Covid-19 and didn't ship product which delays shipments. I explained that I first confirmed stock and asked how this affected my order. The representative ramped up the attitude explaining that they were busy and that it typically took 4 days before shipping. I explained that to was going to help them with their backlog and asked they simply cancel my order because I had ordered from TruckProUSA at a lower cost. TruckProUSA had my order shipped 4.5 hours after being placed. That is service. eTrailer.com seems to have gotten too big to care about non-commercial customer accounts.

I ordered a trailer hitch from etrailer.com for my 2003 Jeep TJ which came in a large box with no damage... perfect until I opened the box. The trailer came damaged with areas missing paint completely down to the metal. Obvious abrasive marks. I took pictures and called. Spoke to Pat and sent my pictures to her by email. She told me the hitches get sent to them in bulk on pallets and may get damaged during shipment. Not my problem. I send an email with pictures and wait for a response. I call several days later and spoke to Carla who said that etrailer don't ship out new replacements and that I would have to pay to ship back. Next alternative was they will send me some touch up paint. I ordered a new, freshly painted hitch and I got crap that they won't take back. Absolutely absurd... BUY AT YOUR OWN RISK is what it sounds like to me. Now I have a hitch that looks used... and two cans of paint coming my way... not what I expected.

In preparation for a family ski trip, after recently having changed SUVs, I ordered a Rhino-Rack bar system for our cargo/ski box. I followed the instructions on their site, entering the year make and model of the truck, and placed my order. First etrailer screwed up the shipping (which I paid extra for – although at least they refunded that cost) so instead of receiving the equipment on a Friday - giving me the weekend for assembly and packing - it didn't arrive until Monday… the day before I was scheduled to leave.

I struggled for several hours, until nearly midnight, attempting to get the rack on correctly because the bars they sent weren't big enough to fit the roof of my truck. Only later did I find out they had sent a kit designed for an entirely different make and model of truck. Nonetheless, I found a way to make it work, because I had to get the truck packed up and ready to roll by 7am the next morning ahead of a six hour drive with my wife and kids. What a way to start a vacation!

Upon returning from my trip I explained (nicely by the way) to eTrailer.com that they had sent me the wrong equipment. Their response was that I should, at my expense and aggravation, ship them the too-short bars and they would refund me the purchase price LESS their cost of shipping the correct unit back to me. Their explanation for this outrageousness, and I quote directly here: "I am very sorry you feel that way sir. However you received the parts you ordered online and not with a customer service agent here." Yes, I ordered online, from YOUR website eTrailer.com! Using YOUR system to choose the unit!

Order from this company at your own risk! If they screw up your order, it's on you. There are more legitimate vendors out there selling the same stuff. I urge you not to support companies that act this way.

By the way, they have a "customer comments" section on their site, but it provides no apparent way to post a comment, so they get to act as the filter for what goes up there. Figures… that's very much indicative of how they operate.

We are traveling and in need of new weight distribution bars. We are unable to continue our travels until the bars arrive. We first emailed the company with a question, which was not answered in a timely manner. Then despite paying extra for 3 day shipping and being told on day 3 that our order was 'on it's way', our items did not ship out in a timely manner and are set to arrive 10 days after the order was placed (at this point etrailer still have not arrived). When I called the company to find out what happened to my order, I learned that they had falsified their call logs and records. When I expressed significant concerns about the delay in shipping, I was told that I should try to find the part locally (don't you think I tried finding it locally before ordering it on line?!). I was also told that I should try contacting UPS to see about meeting the truck some where so that I could get the package off of the truck (really?).

All in all, this 10 day delay on a order that should have arrived in 3 days has cost us over $400 in lost wages and additional travel fees. I could almost live with this, but the falsified records, the lies and their suggestions for fixing the problem (my tracking down a UPS truck or buying locally) have pushed me over the edge.

Do not do business with this company.

Lori really made a mess of my experience.

I ordered a hitch, then quickly realized I should hold off for a month or two and asked CS if etrailer could cancel my order- knowing that it was probably too late, as I know how drop-ship companies work. However, Lori emailed me back right away and said no problem, "your order is cancelled, this is your cancellation confirmation, the authorization will be removed from your card in 72 hours".

Awesome!... Except...

5 Days go by and I email again, asking about the $124 charge that should have come off my card. Lori again replies, telling me the $34 charge has been refunded. My order was for $124, though. Here's where I realize that she cancelled someone else's order, told me it was mine and then when she realized she screwed up didn't do anything to fix it.

She then tells me that I must have given HER the wrong order number when I emailed, and that my hitch has already been sent and my card will NOT be refunded.

She then says that to return the hitch it will cost me $46 in shipping fees (on a $124 item!?!) and instead of shipping it back to the warehouse 10 miles from my house, it must be sent across the country, at my expense.

She gave no offer of a free shipping label to send the product back that I was given word, in writing had been "cancelled".

Zero responsibility taken, zero understanding of her own mistake.

Then I get an email from a "different person" named "Lazer" in the "shipping dept" that referenced "like we just spoke about..." but we had never exchanged words. Lori is pretending to be multiple people at this company.

Single worst customer experience I've ever had.

Anyone looking to buy this hitch from e-trailer; Buyer-beware! When I received the product I was not pleased. First, the box it came in was all torn up and you could literally see inside, this could have easily caused parts to be lost. Thankfully everything was still in the box. Second, the Hitch itself was all scratched up, banged up, and it looked like I bought a used product rather than a brand new one.

I contacted e-trailer about this situation, providing them pictures of the damage and the state in which I received the Hitch. Guess what etrailer told me? They offered me touch up paint! ARE YOU SERIOUS?! Touch up paint? Not only is the product damaged, but now e-trailer is telling me to go fix it myself. What a good company does is either A) offer to replace the product or B) offer a substantial discount/money back. I was not offered any of those. In the end they didn't even credit me the $20 for the touch up paint.

A horrible experience, horrible customer service, and I Warn everyone considering to buy from here to be prepared for this. I would not recommend buying this product from e-trailer.

I ordered my mirror on May 15 and got an email saying that the package would ship within 7 days. The next day I got an email saying that the order was being delayed until the week of the 27th. It wasn't clear to me that the week of the 27th is when Etrailer would receive my package and wasn't when I would receive the package. It's now Jun 3 and I still have no package and my wife is driving around without a rear view mirror. I'm in sales and would be more clear on the shipment process in the sale, or at least in the email indicating that my order was being delayed. I called in and the customer service rep was not pleasant. She was irritated that I was requesting a discount for the extra time that I have waited and it only turned me further off from ever wanting to do business with this company. I cannot recommend this company for their over "promise and under deliver" methods and especially for its poor customer service.

If you order several items and one of those items is on backorder etrailer will hold your entire order until the backorder comes in and etrailer will just leave you hanging until you call them. This has happened to me twice. A year or so ago they did it to me with two Christmas presents, one on backorder, I ordered 2 weeks in advance, no notifications so I called after 7 days... miraculously it would be in the next day (Friday). 2 days go by and no tracking info, it's now Monday afternoon, Christmas is Friday, I call them and was told it's shipping out today (monday) 2 days shipping, perfect. Tuesday morning, no tracking info, I call, oh it didn't make the shipping deadline on Monday, it shipped out today. So I think ok, 2 day shipping, I'll get it Christmas Eve, that's ok... WRONG! UPS doesn't deliver Christmas eve (Thursday), Christmas day (Friday), or Saturdays ever! I told them this was unacceptable and I wanted my order canceled. Since the items already shipped they told me I had to pay return shipping. One of the items was very heavy and would have cost me around $80 to ship back so I sucked it up and my son didn't get his gift on Christmas day. I was so darn upset, I swore NEVER again! Fast forward 17 months, I bought a new pickup and ordered a B&W hitch, some Firestone airbags, and some 5th wheel truck bed wiring. Ordered on Saturday, got my emailed order confirmation, no mention of any backordered items, it's still 2 weeks before Memorial weekend so I'm good, plenty of time. Tuesday, still no tracking info, Wednesday morning I call, the lady was very nice, told me the airbags were backordered so she split the order because the hitch was most important and that way she would insure it got shipped that day so I would have it Friday. On Tuesday night a Tornado hit in Chetek Wisconsin and wiped out the RV resort we go to. The owner asked me to come up on Saturday to start pulling out RVs smashed by the trees in the tornado. In exchange we get a free year once the resort opens back up. Well the hitch didn't go out Wednesday so I wouldn't receive it until Monday which was too late so this time I cancelled the order and was forced to purchase the items in Minneapolis for $160 more than etrailers price. I hate this company so bad and I swear to God I will NEVER order as much as a damn lug nut from them ever again! They do not give a crap about the customer and all they have is excuses.

I placed an order back around 20 October, site said all parts were in stock. Then the first contact came from them the same day saying one of my parts was not in stock and etrailer recommended another more expensive one that would have also had me purchase additional parts.

A few weeks later they reached out to me again via email telling me they part was still not available and again offered me the same expensive part. When I called bull$#*!. A different guy hit me back saying he spoke with the company and the part was shipped to them. I would have it shortly.

Fast forward to a little over a week and again I get an email telling me the part is still delayed. This company is running a scam, and I will be reporting them to the BBB. I advice anyone thinking of ordering from them NOT too. If I could have given a negative star rating I would have!

Needed a new 5th wheel hitch for our new trailer. From start to finish etrailer was a nightmare to work with. Ordered in stock, then told a part of the order was out of stock, told them to wait to send everything together anticipating the possibility that I might have to order another product as I had a deadline. Etrailer agreed, then sent partial order anyway. Finally received all hitch parts 16 days later. Both boxes received looked like they rolled them to my house from etrailer. Items weighing over 70 lbs were repackaged by etrailer as though they weighed 10 lbs. Items received dented, scratched, stickers damaged, looked like my new $1500 hitch was dragged down the road behind my vehicle. Called them and complained, was told to send pictures of the box and parts. I did so the same day, which was 2 weeks ago and have not heard from them to date. I won't hold my breath. Apparently they feel they are not responsible for getting me merchandise in an undamaged condition. The obvious assumption is that they just don't care. I will never use this company again, and will happily inform all I can of their shady business practices. If you don't care what you get for your money, use etrailer... and I can only say good luck to you if you do.

Update: After my original review, etrailer wrote a comment to my original review, and contacted me. I was promised new stickers, but never received any. My new $1500 hitch looks like it is 10 years old. With all the rain in CA, rust has already started where the paint was chipped off due to etrailers shipping. The hitch itself, a Curt Q20, has been a good hitch so far, It was not damaged to the point it does not work, I just feel when I purchase something new, it should look like new. I purchase a lot online, and still feel strongly I would not use etrailer.com ever again due to their lack of basic customer service.

Was sent a order that I had canceled because etrailer were out of stock (even though) their website indicated in was in stock.
Sent the order anyway, had use my own money to ship it back (1st red flag)
It took two weeks for their receiving department to check it in (2nd red flag) Summit racing does it with 48 hours and everyone know how big they are.
Now their excuse is they have been trying to refund the money and they can't (same exact account they took it from, absolutely no changes on my side). This has been going on for over a week now (3rd and final red flag, can't put it back in the account you took it from, really).

Overall process from when I shipped it back until now (which I jjust checked to see if they had deposited the money back is over 5 weeks now, live in Ohio. (Shouldn't take that long)
Tired of dealing with them (decided to dispute the orginal charge and let the bank PNC go after them).

Speak with the same exact guy every time I call in, starting to get the impression this is a business ran out of a house.

Highly recommend not buying from them. I know I never will again.

Bill

I first called and inquired about some parts I was looking for. I spoke to a "new" female employee that was less than helpful. She was not able to help me and said she would have her supervisor call back. The call NEVER came. So I sent an email inquiring about a lift kit and brakes for my camper. I included the serial # and part # of my axel. George returned my message a couple days later with the part numbers I needed. I ordered the items and etrailer arrived a few days later. Yesterday I dropped the axel on my camper only to find out that the lift kit George recommended did not fit my axel. Needless to say I was not a happy "camper". I called back yesterday and spoke with alyssa and she too was quite confused and not able to assist me. She said she would have one of the tech guys call me. So Tommy called last night and he was able to quickly correct the previous errors with the lift kit using the axel numbers I had previously sent. I then asked him to verify that the correct brakes were sent. Turns out you all sent the incorrect brakes also. Sensing a pattern here? Well Tommy was AWESOME! He was able to send the return label and get my new parts ordered and expedited Delivery. He was a gem to work with. Wish we had more folks like him in customer service. He deserves a raise but your other employees need WAY more training. Hoping all works out with the new parts. Thanks again Tommy!

I purchased the 45900 Hitch Ball Mount for my truck and RV. It has a rubber anti-rattle device included with it. Many people said that the rubber device didn't last long and replaced it with the set screw 45916. I checked the E-Trailer web site and sure enough one of their techs said that the set screw could be used to replace the rubber device. Here is that question and answer:
Replacement Anti-Rattle for Curt Adjustable Ball Mount # C45900
Question:
Is there a replacement for the rubber anti-rattle. It is a poor design and does not last! Any suggestion?
Asked by: Rory C
Expert Reply:
In place of the rubber bumper included with adjustable ball mount # C45900 you can use anti-rattle set screw # C45916. Unlike the bumper this set screw will thread in from the back.
Expert reply by: Michael H
After further research I read that the set screw could only be used with a couple of other hitch ball mounts. I also examined my hitch and determined that there was no way to install the set screw on the 45900 from the rear as the directions for use state. I asked E-Trailer the question about the screw replacing the rubber device and here is their reply:
Expert Reply:
The Replacement Anti-Rattle Set Screw with Wrench for Curt Channel Style Adjustable Ball Mount # C45916 is a set screw that is 1/2" -13 x 1" bolt. I reached out to my tech contact at Curt and it is not designed to replace the rubber anti-rattle plug included with the Curt Adjustable Ball Mount # C45900. The rubber plug was actually created because of issues with customers overtightening the set screw and ruining the threads on the anti-rattle so the rubber plug anti-rattle was the solution to the set screw issue.
Expert reply by: Jason S

Bottom line is that the screw is not compatible with the 45900 even though the web site says that it is.
All that being said I love the hitch I purchased and will use it with the rubber anti-rattle device and get a new one if it fails. Also the response from E-Trailer to my question was prompt and cleared up confusion for me. Do your own research on any product and make up your own mind. E-Trailer sells quality products and I will continue to use them for my truck and RV needs on specialty products.

I appreciate the information from you based on what little criteria I was able to give to you. The cayenne is actually a 2015 diesel. We looked at the door jam stats and the trailer stats and all are within guidelines. My problem isnt that the cayenne CAN pull it. My concern is when something happens and the inexperienced driver has a vehicle that technically is fine, but as soon as theres an issue all of a sudden this high performance vehicle isnt keeping the eight wheels and oresious cargo on the payment. My concerns are length of vehicle, width of wheel base, weight of vehicle to stop the force of 6,000lbs coming towards it. Yes we have a break system, but that break system could fail. Yes we have an emergency break system, that could also fail. What happens if the trailer jack knifes? What happens when it blows a tire or two on one side? Will the cayenne be able to keep its self from losing control of the driver can keep its wits as well. And wits might have nothing to do with it. Sometime $#*! happens.

As for the suburban, he reassured me and told me in all the ways he pimped his ride for towing and I am secure with that. But again, the suburban is long. The hitch was built into the frame, he has air ride shocks that the computer system controls as it feels the weight. There were even more things he added to help the suburban be a proper towing vehicle. So Im good with this choice.

Thanks again for you insight.