ComplaintsforDexter Axle

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought a product with another product on it new was able to operate this product which is a dump trailer for approximately 3 weeks before it was no longer able to be used due to lug stud spline stripping from the hub itself. They did not have parts in stock or anywhere for replacement I therefore found a part in my area bought the product and requested it to be warrantied by refund and they refuse to warranty or stand behind there product

  Business response

  07/16/2024

  Customer submitted the warranty claim on **********.

  Dexter representative responded on 06-25-2024 with the following information:

  In our review of your claim and drum pictures, we noted one stud was damaged and the holes in the trailer wheel were elongated. Dexter does not install the wheels on trailers.  Various testing have determined that the cause of studs breaking or stripped studs are most likely the result of a wheel torque / installation issue.  Dexter does not install the wheels and periodic inspection and the recommended retorquing of the fasteners be done after the first 10 miles, 25 miles and again at 50 miles and then check the wheel torque periodically.
  
  Because Dexter does not install the wheels and the reported problem is most likely the result of inadequate torque on the fasteners, we would recommend that you channel this claim back through whomever had installed the wheels on your trailer.
  
  Dexter is respectfully closing this claim as non-warrantable.   If you have any questions, please contact us.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dexter axle with all recommended services failed after only ***** miles and left me strandedWheel bearing exploded and chewed up the spindle on the axle only 3 months after last service. 10 year warranty covers nothing ******************* to be rude and useless

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The trailer I purchased from BIGTEX Trailers (*********, **) has a tire warranty company (Dexter) for the trailer tires if they malfunction. I was told to contact Dexter group. I filled out the proper form and have been ghosted by the representative for months now. Multiple Emails sent with no reply.Never spoke to *******. over the phone, as she does not answer.She claims VIA email that a check was sent, but to the wrong address. I never got a claim # but was told a check was sent to an address that was wrong.First contact email was sent by ***** on 6/05/2023.Last contact email was sent from **** on 10/06/2023. - ***** my system has been down for some time now and Im just up and running. I can give you reinsurances that you have not been scammed or ghosted. I never received the below emails until this morning.I show that I approved and issued a reimbursement for this claim on July 10th and it was sent to the shipping address provided on the customer claim form that was turned in.With this mornings email I now know that you never received the check via regular mail. I will reach out to accounting and see what I can find out.Please confirm your mailing address.------------- No response when sending my confirmation address.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 17 Dec 2022 the front axle and driver's side wheel bearing failed on my 2021 ************ Imagine XLS (a towed camper trailer) while driving on I-95 near ********, **. I had to coordinate for a tow vehicle to move me from the side of the freeway (attachment 1) and an emergency repair (attachment 2). On ************************************************** *********, ** which was the closest service location as I cannot drive to my home in ****** due to the damage. ******* ***** confirmed the both axles made by Dexter and wheel bearings would need to be replaced and also told me there was an active recall on Dexter axles for my towed trailer. I confirmed that ***** had an open recall (21V-636) for Imagine XLS units with axle SERNO ********* (attachment 3). On 20 Dec I contacted ************. I had purchased the 2021 ************ Imagine XLS (VIN ****************) used from a dealer on 24 Sep 2023. While I was not asking for a warranty repair since I had purchased used, I did ask ************ to address repairing the axles and wheel bearings as a safety recall, which is industry standard to repair recalls for the first 15 years and the vehicle was only a year old when I purchased it. ************ claimed there was no active recall on my unit in their database, but did ask me to send pics of the axle tags, which I did which are under the recall (attachment 4 and 5). On 29 Dec 2022, ************ sent my request to Dexter to repair directly via email and copied me. Dexter will not answer me or ************ after repeated attempts. I have to get the unit repaired and so I will need to cover out of pocket, which is about $3,000 with labor and parts. I should not have to pay for this as it's active safety recall and Dexter should pay me for their known bad parts, which nearly caused me to have an accident with with my children in my truck on a busy hwy at evening rush hour. I also filed a complaint with the ***** to alert them my axle/bearings failed while driving.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a ******** Springdale Travel Trailer in June of 2020. In August of 2022 on the way home from a trip, we had a tire blowout and had to change the spare and got a new tire third party so we had a spare. My husband went to go on another trip a few weeks later, did the pre inspection of the tires and found the tire was worn through and showing the wire. He replaced it. Less than 50 miles down the road, another tire blew and cause almost $3000 worth of damage to the camper. We submitted and insurance claim and started working on who we had to contact for the tire warranty because the tire was a Good Tire, under Hi-Spec that had been bought out. We found we had to submit it to Dexter Axle on 10/10/2023. Because we wanted to use our camper and had already had to purchase a tire we came to an agreement that they would reimburse us for the three tires that blew out or were showing tread since the warranty was for six years. Their warranty did not include being responsible for supplemental damages after 2 years. They sent us a check on 1/14/2023 and they had spelled our name wrong. They asked us to send back the check and I let them know it had been shredded at the bank when the name was incorrect and we werent able to cash it. In our emails it had our names spelled correctly and after $3000 worth of damages and replacing five tires due to the distrust of using their tires after 3 went out within 200 miles of one another, these tires have cost us $1600 out of pocket. I dont think I should have to spend another $.50 on postage to correct another one of their mistakes. Not to mention the turn around time on receiving a refund has been terrible. It took more than 6 weeks to get the incorrect check and I have not heard back this week about our inability to return a shredded check.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a warranty claim filed with Dexter Warranty. I got an initial email saying I would be contacted. They never contacted me. I've sent several emails asking the company to just verify that they are working on my claim. The claim was started on Oct 14, 2022. I am being completely ghosted. I've attached their initial email and my reply emails asking for an update from Dexter. I feel they are ignoring me so they can say they do not have enough information to pay the claim. If they wait long enough, I might not have the info they need for the claim and then it's too late to gather the info.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Having issue with u bolt nuts coming off warranty department was extremely rude cant get parts unless its through a vendor

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've attached a document sent to Dexter Axle Company, explaining the issue on October 21. A copy was also sent to ********** where the camper was purchased. I have not received a response from either company. I had a major brake issue where I found major damage to the brakes. I decided to change the braking system to a more reliable system, doing the work myself. I went to the ********** service department after finding the issue. The rep told me to go directly to the brake manufacturer to request compensation.On October 12, I received the following e-mail from the Dexter ******************* and agreed to the terms: Don,Per Dexter case # ********. Dexter can credit you for the cost of the 2) Brake drum kits and 2) 12" 6K brakes, that would have been replaced for this repair. Dexter will authorized payment in the amount of $ ****** as requested. Dexter does cover labor unless, a service location with a posted hourly rate, is performing the repair. As a concession to you, we will allow 3 hrs. labor @ $ ***** per hour. Total coverage would be $ ****** Please verify your mailing address as verification of this coverage.Kindest regards,Dexter Warranty Dexter Corporate Headquarters *********************************** ******************************************************************************************** fax: ************** | main tel: ************** a *********************** Together is Better On October 15, I received the following e-mail from the Dexter **************************** While processing your invoice for payment, I noticed that the attached isn't a receipt, but a printout of an online shopping cart. Can you please email us the final receipt?Please note, Dexter will only process reimbursement for repairs and charges authorized during pre-authorization. Any additional charge that have not been pre-approved will not be considered for reimbursement.I sent supporting documents with further explanation and haveI not received payment.

  Customer response

  12/05/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I own a 2019 Durango 5th wheel RV. On or about 3/10/22 I broke a leafspring on the 5th wheel and needed to have the spring repaired. I took the trailer to ********* trailer located on *******************. ********* **. I was told that the leaf spring manufacture (Dexter) has a 5 year warranty to cover the leaf spring. They Sent the item to Dexter for reimbursement of replacement of the leaf spring. I waited for several weeks and finally contacted a ********************* at the company to see what outcome had been reached. She advised me that the claim was denied as it was not the fault of the manufacture that the spring broke When i took the trailer to vacavalley trailer the told me that upon examination the leafsprings that were on the trailer were not capable of handling the weight of the trailer. when fixing the broken leafspring they replaced both axle leaf springs with leafsprings that were capable of the weight of the trailer. The **** to have the springs replace came to $952.00.I asked ********* Trailer if they were able to do anything to recoup to money I paid and was told it was up to Dexter Axle.The leafspring was warrantied for 5 years.

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