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What Sets Our Customer Service Apart From the Competition?

Last updated December 20, 2023 by Brad Heath

double d trailers logoWe feel that having “over the top customer service” is the absolute best way to keep and gain new customers.  That’s why we deliver top-notch, personalized customer service to each and every customer.

Brad Heath, owner of Double D Trailers, feels strongly that “happy customers are our best sales team.”  And with our easy online buying model, you will enjoy factory direct pricing, individualized service, and receive the very best in trailer technology and safety features.

Read on to find the key things that separate our customer service apart from the competition.

Easy Online Buying Experience

The first thing you’ll notice about us is our unique buying model.  The entire design and buying process with Double D Trailers is done completely online!

There are pretty great benefits with this sales model.  For instance, you can:

  • Design your dream trailer from the comfort of your own home.
  • Avoid the hassle of driving to a dealer that may or may not have the type of trailer you want.
  • Skip the nerve-wracking price haggle with a face-to-face salesman.
  • Get a custom design trailer with the exact features you want and need.
  • Have the trailer delivered directly to your home with a flat rate nationwide delivery program.
  • Receive extremely fast and personalized responses from Brad Heath, owner of Double D Trailers, for any design or buying questions.
  • Buy with the best factory-direct prices so you get more ‘bang for your buck.’
  • And more!

We’ve also made sure that you are well stocked with information at your fingertips.  Our website is a treasure trove of horse trailer information.  You can browse our articles or check out horse trailer videos to learn about trailer safety and features that you may wish to include in your new trailer.

Once you have an idea of the type and size of your trailer, use the “Customize My Trailer” button to begin selecting features you’d like to include.  Once this basic trailer request is submitted, you will be put in personal contact with owner and chief designer Brad Heath.

Brad share, “With the ability to customize online and submit order request and orders, we have really made it easy for our customers to find the information they need online.”

At this time, you’ll receive a more detailed pricing estimate along with drawing proposals of your new trailer.  Your back-and-forth design conversation is done completely through email and video messages, so you have a clear (and fast) record of every conversation.  This way, small details don’t get left out.

Customers have said time and again how much they enjoyed this design process with Brad.  He, in turn, loves getting to know each horse owner.  “It’s one of my favorite things about designing trailers!” Brad shared.  “During the design process, I may communicate several times per day with the customer – so over the period of a few weeks (or even months), you really get to know people.”

We Can Connect You With Existing Double D Trailer Owners

Despite all of these perks, some buyers are still a bit hesitant to purchase a trailer without seeing it in-person first.

We get it.  It’s a big purchase!

That’s why we came up with a creative way to solve this problem…

Often, we are able to introduce you to an existing Double D Trailer owner in your nearby area.  “Now we have so many clients across the US, it's relatively easy to make an introduction for a potential buyer to an existing Double D Trailer owner,” Brad shared.

“It seems we almost always have someone within a near proximity and our trailer owners are always willing to show off their Double D Trailer. Allowing potential buyers/shoppers to speak with an existing client and/or view their trailer works well.”

Incredibly Fast Response Times

One of the biggest things that separates our customer service from the competition is our response speed!  We are often able to respond to your design or buying questions instantly or within the hour.

This way, you know exactly what is going on with your trailer design and you’re never left hanging in the dark. Of course, if that isn’t fast enough, “Live Chat” is often available as well.  Just check out this feature on our website.

How We’re Improving Our Customer Service Even More

Lately, we’ve been doing more “video messages” with our customers.  After a customer submits their new trailer request online, we can respond with a detailed pricing estimate and drawing.

Brad explained, “The ‘video mail’ is where I actually jump on screen so the client can see me and go over everything verbally.  This method allows me to make suggestions to the customer – as well as discuss potential design concerns.”

This process is a bit time consuming on our end, but it allows you to watch the video at your convenience.  Plus, it can be shared with others who may be helping you with the buying process.

Nationwide Warranty and Service Program

Once a trailer is done being built, you can feel confident you will receive ongoing and excellent support from Double D Trailers.  We have a $395 flat rate delivery program so you can receive your new trailer directly at your home or farm. Plus, our trailers are covered under a bumper-to-bumper warranty.

Plus, we have a 100% money back guarantee in writing.  This way, you can check out your new trailer in person and give final approval before the transaction is complete.  If you refuse delivery, you will receive a 100% refund – no questions asked.

Next, we have a network of trusted trailer repair shops around the nation where we can help you resolve any warranty or service needs.  Simply contact Brad with your concern and he will arrange to have the issue resolved by one of our repairman or by a trusted repair center.

More ‘Bang for Your Buck’ with Factory Direct Pricing

custom horse trailerWe are one of the few (if not only) horse trailer manufacturers that doesn’t sell through dealers.  This means we can offer a more hands-on approach with our customers.  You can also get factory direct pricing.

Factory direct pricing means a lower price for you.  There’s no “middleman.”

Anytime a horse trailer is sold through a dealer, the price is automatically going to be higher.  The dealer wants to make money after all!  He buys from a manufacturer, raises the price, and then sells to his customers.  After leaving a sales lot, it is often hard to shake the feeling that you didn’t get a good deal.

With our factory direct sales model, you know exactly how much each trailer feature costs.  Pick and choose the items you want and need until you’ve designed your dream trailer. There are no surprises in the sales process.  We’ll be by your side every step of the way.

Our Customers are our Best Sales Team!

Check out some customer testimonials to read about how other people enjoy their experience buying from Double D Trailers.

You’ll read stories like this one from Deedee of Livingston, Montana.  She wrote, “After a lot of research, I'm convinced they are building the best and safest built trailers on the market, with a lot of thought and attention to detail put into their trailers. In addition, Brad offered the best customer service by far in comparison to folks I talked with both at Sundowner and Featherlite trailers.”

Then Rosemary of Leesburg, Virginia wrote, “To cut straight to the chase - I enthusiastically recommend Double D!   Both Brian and Brad Heath - and the whole team, really - are wonderful to work with, polite, patient, organized and knowledgeable.  And I have only good things to say about my new trailer.”

And finally, Jim Phillips of Florida was impressed with his online buying experience after spending a lot of time looking at local dealers.  He wrote, “I spent many weeks on trailer lots and on the internet in an effort to find the perfect trailer for my needs. There are a number of things that eventually finalized my decision: the online videos showcasing Double D Trailers' workmanship, same or next day responses to my questions, no-hassles, no paperwork problems, no ‘up-selling’ on ‘extras.’  And, there were no ‘surprises’ when I was notified the trailer was scheduled for delivery.”

>> Read more customer feedback here: Double D Trailers Reviews


If you are interested in buying a trailer from Double D Trailers, or if you have any questions, feel free to contact Brad today.

Schedule Video Call with Double D Trailers
7719 Market St., Wilmington, North Carolina, USA, 28404

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