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July 2025 by Charlie Adolf, III
My review stems from customer service issues pertaining to a parts sale, but to share some background, I recently purchased a used 2015 “Better Built” 35’ dual tandem hydraulic dovetail gooseneck. Repainting the trailer really opened my eyes to how many shortcuts this manufacturer takes during the assembly process. I know it’s “just a trailer”, but if you’ve ever owned a Load Trail, PJ, Anderson, or Diamond C, you’re going to be really let down with this brand (unless there’s been some drastic change in the last 10 years, which is certainly possible). Factory welds look like Stevie Wonder did them, stake pockets look to be cut with a torch, and the front chain box looks more like a conglomeration of Rube Goldberg logic and crudely cut steel.
Their customer service aligns with that statement as well. Subpar at the very best. After painting the trailer, I called the manufacturer to see about ordering replacement decals for the neck. Do I care about advertising for them? No. But of course, it only made sense to put the factory decals back on after painting, as to make the trailer appear as new. My first call was in May of 2025. The kind lady I spoke with on the phone acted like it was no problem and they’d be happy to get some replacement decals shipped out to me the following week. I was surprised that there was no fee, I would have been happy to cover shipping at the very least, and she couldn’t have been any nicer. Fast forward to the end of June, I still hadn’t recieved the decals, so I called back. This time, I talked to “David” who said “sure we can send them, but it’s $40.” A little bit of sticker shock knowing that they’re only about $5/ea worth of vinyl, but whatever. I gave my card info and ordered them.
The stickers arrived in July, packaged in an old cardboard parts box, which was crushed and looked like it had been kicked around the shop for a couple years before being shipped out. Inside, I found the decals rolled up, crushed and crinkled, with no precautionary packaging whatsoever. Then I looked at my bank account and saw that I had actually been charged over $60 for these two basic yellow decals.
When I called the company to see if we could work to a resolution (either a refund for the unauthorized overcharge, or replacement decals) I was met with a “sorry about your luck” attitude. I was told if I really had a problem with it, I could call UPS myself (even though shipping damage claims must be made by the shipper, not the recipient). When I explained that I felt like $40 was already steep for two decals, let alone $60, I was told “well if you have a vinyl cutter why don’t you make them yourself.” Real friendly statement to a customer who, although irritated, was nothing but respectful on the phone.
I strongly believe a company is best represented by not just their product, but also their service after the sale. Granted, as a secondhand owner of the trailer and a first time parts buyer from Better Built, I’m a small fish in a big sea. But when you sell a mediocre product and back it with a “not my problem” customer service base, it’s really not conducive to a sustainable business.
At this point, the crushed decals are going to go in the trash, and I’ll leave the trailer black before I ever represent Better Built trailers.
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January 2025 by Mike Jackson
Bought one of their trailers in 2020. When talking to their Home Office about a warranty item, they were the rudest people I've ever talked to. I'll never buy another one. Very cheaply built too.
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October 2023 by Kenneth Freeman
Brandy was very helpful and friendly -- willing to go out of her way to answer my question on trailer axles
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August 2022 by Keith Self
I've worked at Better Built Trailers off and on for goin on a decade. I've also worked for other utility trailer companies and I must say that Better Built is by far the best company/ group of people that I've had the pleasure of working for. They've also got the best quality trailer I've ever built. I recommend this company to anyone that wants to buy a top quality utility trailer.
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May 2022 by Jessica Brady
Order from anywhere else
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November 2020 by Allen Hickman
I have an '03 tilt bed car trailer. Best investment I ever made!!! Moved an 8500# fork lift with it. Bent an axle, but it did the trick. Replacement axle was very reasonable. Easy people to do business with!!
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September 2020 by Trace Neighbors
Heavy duty quality built /better built trailers.
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July 2020 by KEN GILBERT
I bought a Better Built Trailer March of 2017, the only problem I have with it is where the boards are screwed to the frame ,at the back side of trailer, the screws were broke and after about 3 weeks when the sun hits it the board it will curl upwards I tried to put a screw in but it won't stay down. I have been putting concrete blocks on it to hold it down, I wished y'all could help me with this problem. And one other thing tell me where I can find a spare tire and rim for it .
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February 2020 by Noble Metals
Purchased a 7-ton drop tail almost two years ago and it has worked great. Hitch is strong, jack is strong, fenders are strong, ramps are strong. Trailer has gussets in the right spots and lights are protected well. I added removable sides and painted all wood surfaces. I would recommend this trailer.
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February 2020 by FARMBOSS
Bought a 6x12 trailer new from factory I've had paint weld cracking and pin alignment issues on the gate's since it was bought new this trailer hardly used and when it is it's not over loaded only used to haul a 4 wheeler and lawn mower. I would not recommend Better Builts products to anyone
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January 2019 by Terry Catlett
I have worked for James Thompson three times once while on work release and they dont care about your past and will help you anyway they can they build a great quality trailer and sometimes they give the customer too early of a delivery date but Ott will get you squared away. I would love to come back and offer my skills as a fabricator, fitter, welder for a decent competitive wage. Appreciate all you all did for me Buddy. 😎
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March 2018 by Barron Latta
I had a trailer built there several years ago and it's been a great trailer. I have sent several other people there to have trailers built also. The reason for 3 stars and not 5 is, I called 2 weeks ago to have another trailer built and the lady that answered the phone said James would call me right back. When I didn't hear back I called again and the lady that answered took my information again and what type trailer I wanted built. She said she would put another note on his desk and he would call me shortly. Well, 2 weeks later and still no phone call. I got tired of waiting and I'm having someone else build my trailer. I guess Better Built not doesn't appreciate my business or my support in referring others to them. Sorry Better Built but you lost my business.
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April 2017 by James Wilson
Best place I've ever worked.
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July 2016 by Donna Albritton
My husband is a lead man, Hes been there 6 years, This company is very important to us they are excellent and supporting. Thank you so much Better Built Trailers Inc.
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June 2013 by Chris McGaughy
Real good people to work for.
