ComplaintsforAmerican Trucks

• Initial Complaint

  09/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  American Trucks sent me a package I ordered and the product was broken inside. I sent it back for a replacement. The replacement came and was broken once again. I called to ask to ask for a discount for when I send the product back again. I was informed they cant give a discount. The lady on the phone lied to me by saying no one in upper management could talk to me because no one was in the office, yet she claimed to have asked upper management on the phone that said I couldnt have a discount. She refused to transfer my call.

  Business response

  09/21/2023

  To whom it may concern,

  The consumer was offered a discount due to their experience. A supervisor tried to contact the consumer a couple of times to discuss this offer and each time the call went to the consumer's voicemail which

  the supervisor noted is not set up. They could not leave a message for the consumer.

  Thank you.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two items from American Trucks. I returned both items. Using the RMA Numbers they gave me. RMA ******* and RMA *******. I sent those items back using the USPS registered. I did not use *****. However I accidentally threw out my USPS receipt. I have been in contact with American Truck three times in the last 2 months. They have told me each time yes we have received your items back. They said they will not send me my refund back with out a tracking number. That makes no sense at all. Yes they have the product back yes they agreed the products have been returned in perfect condition in fact in the original packaging. But no they will not send me a refund without a tracking number. Can anyone please tell me what sense that makes. My tracking number does not have any financial info as to where to send a refund. The gal I spoke with on the telephone last week Angelique specifically asked me if the card ending in these four numbers are where I want my refund to go. I said yes please. Angelique sent me this email to confirm that. Order # **-******** Ordered On: Jul 5 2023 4:35PM Thank you for contacting us, we're on it! A request has been submitted to address a billing issue with your order. You can expect this to be resolved on or before Friday, September 08 by end of day. We appreciate your patience as we work to complete your request! Need additional assistance? LiveChat with a service Agent! My Account Saved For Later Change Your Vehicle AmericanTrucks | *** ***** ****** ** | Paoli, PA ***** When I did an online chat with ***** today and said I have no refund yet. She agreed yes we have your items back but no refund without a tracking number. What sense does that make. I have spoken with four different people there **** ** ***** ** *********. Also there was a gentleman that first told me oh yes we have your items. He said without a tracking number it would take about a month to get your refund. That was 6 weeks ago.

  Business response

  09/21/2023

  To whom it may concern,

  Consumer did not use our shipping labels and opted to ship with USPS as they stated. When this is done, the receipt contains the tracking numbers the items were shipped out with. The consumer then has to contact us to provide the tracking numbers so we may add them to the return information in our system to process a refund. Currently, the consumer has not provided us tracking information for the items sent back to us. If consumer can provide that information, we can certainly move forward with issuing a refund.

   

  Thank you.

  Customer response

  09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they have completely admitted that they have my products back, but they also know that I lost the shipping receipt label from the United States Postal Service.  So now they continue to give me a run around on this. However, again, they admitted they have my product back, but are refusing to give me a refund. I am filing a small claims against this company in the county of Waukesha tomorrow afternoon 
  
  Regards,
  
  *****************************
  

  Customer response

  09/25/2023

  American truck continues to admit that they have received my products back through their RMA numbers. However, they refuse to give me my refund because I don’t have the receipt from the United States Postal Service with the shipping number. This does not make any bit of sense to anybody. Who’s got a brain. They say they have my product but because I don’t have my shipping receipt, they’re not gonna issue me a refund. My next step is to file a complaint with small claims in ******** County, which I will be doing this week. 

  Business response

  09/27/2023

  To whom it may concern,

  Consumer did not use our shipping labels and opted to ship with USPS as they stated. When this is done, the receipt contains the tracking numbers the items were shipped out with. The consumer then has to contact us to provide the tracking numbers so we may add them to the return information in our system to process a refund. If consumer can provide that information, we can certainly move forward with issuing a refund.
  
  This matter is considered resolved.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hade a $53 store credit that didn’t expire un December 2999, and received a $50 store credit yesterday, to make a total of $103 and some change. Yesterday in the after all $93 in credit was removed for no apparent reason, I did not make a purchase m. There now shows only $10.24 customers service and the manager were completely unhelpful. The $53 credit has be in my account for months.

  Business response

  08/22/2023

  To whom it may concern,

  We have spoken to the consumer and explained the error that occurred in the system with their store credit. This was corrected and all credits have since been reapplied back to consumer's account.

  Thank you.

  Customer response

  09/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bull bar from this website, I entered in my vin number to ensure that I was ordering the correct product that would fit my car. I could not get an appointment with my dealership to get this bull bar put on within the 30 day window. Once I was able to get an appointment, the dealership informed me that the bull bar will not fit on my truck. American trucks lists this product as a match on their and now American trucks refuses to acknowledge that their website is incorrect leading people to purchase things under the knowledge that it will in fact fit, when it does not. I contacted them for a refund as the only reason I purchased this as I thought it would fit based on the website. They couldnt do anything for me as it was out of the 30 day window, which is ridiculous. Im out hundreds of dollars because American trucks website lies.

  Business response

  08/22/2023

  To whom it may concern,

  The consumer ordered and received this item in July 2022. Consumer did not contact us about this issue until July of 2023. 

  This is outside of our 30 day return policy. We advised consumer of this when they contacted us. 

  Thank you.

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an item described as bumper with light bar. When light bar did not arrive was told that it was an open item and there are usually missing parts, in spite of the way it was advertised.

  Business response

  08/11/2023

  To Whom It May Concern, 
  
  The consumer placed an order for an open box bumper on 07/07/2023. The bumper was listed as 'Very Good' condition. The description was listed as 'Item has no signs of damage. Does have Installation components.' Pictures were also provided of the open box item on our site. 

  The consumer contacted our support team on 07/24/2023 to advise that the light bar was missing. Consumer was advised that since it was open box, some components could be missing. The consumer was also advised we could set up a return for a refund of store credit on the order. The consumer was also offered a $20 store credit. 

  The consumer was not happy with the resolution provided at that time. A supervisor reached out to the consumer today, 08/11/2023 and offered to refund the handling fee ($99) for the consumer given the situation. We are currently waiting on a consumer response. 

  Thank you, 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have ordered 2 sets of Headlights from American trucks in a year and half. The first set I ordered has already turned foggy which is a safety issue while driving and it has been only a year and a half I have had the headlights The second set I just ordered was wrong product. I did receive an email with 4 options that the company provided. 1. Return the item for a full refund 2. Return the item for an exchange 3. Keep the item and issue a store credit for $75.00 4. Keep the item and refund $37.50 to payment method. I cannot do 1 and 2 because I had to install the headlights because the original order of lights were foggy already. All 4 options I feel do not close this issue because of the original headlights I orders are the issue at hand. And to add to this the order I just placed to not fit correctly.

  Business response

  08/03/2023

  To Whom It May Concern, 
  
  The consumer requested to be sent a different set of headlights. We covered the difference in cost and shipped a replacement set of headlights in advance of their return on 07/26/2023. The replacement set of headlights was delivered on 08/01/2023. 

  Once the consumer swaps out their existing headlights with the replacements, they are expected to return the defective set to us. 

  This matter is considered resolved. 

  Customer response

  08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Refusing to fulfill orders of mine. Previous purchase was LOST IN MAIL. sent a replacement. Claiming I recieved both and did not return one. I only EVER RECIEVED ONE. I have called numerous times and had multiple email exchanges.

  Business response

  08/08/2023

  To Whom It May concern, 

  The consumer placed an order including fender flares on 03/25/2023. The consumer reached out to us on 04/02/2023 as they had not received their order and there was no movement on the tracking. A lost package claim was filed with the shipper and a store credit refund in the amount of $423.80 was issued to the consumer on 04/06/2023. 

  The consumer ordered a replacement set of fenders using the store credit provided, which was shipped on 04/10/2023 and confirmed delivered on 04/12/203. 

  We then received contact from the shipper of the flares that the original order was shipped late and confirmed delivered to the consumer on 04/29/2023 with photo proof. Given this information, we advised the consumer the extra set would need returned or paid for. Given the non-return of the item, a block has been placed on the consumers account until payment or a return of the extra set of fender flares. 

  Thank you, 

  Customer response

  08/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I had been spending Hundreds if not thousands of dollars with this company. I unequivocally deny that the orginal order was ever delivered. Part of the frustration is my desire to continue making multi- thousand dollar purchases. The complete lack of common sense applied to dealing with this is comical. This is more or less an out right accusation of theft which I take exception too. Possibly instead of blaming and punishing a customer the business should take this up with their shipper/vendor considering I neither caused the delay or had any influence on the shippers "lost" item. Not my fault. Not my problem. If AT doesn't want my my business over a screw up that wasn't my fault, fine. I'll shop elsewhere. 
  
  To date I recieved ONLY the item I've paid for. This is rediculous. 

  
  Regards,
  
  *********************

  Business response

  09/14/2023

  To Whom It May concern, 

  The consumer placed an order including fender flares on 03/25/2023. The consumer reached out to us on 04/02/2023 as they had not received their order and there was no movement on the tracking. A lost package claim was filed with the shipper and a store credit refund in the amount of $423.80 was issued to the consumer on 04/06/2023. 
  The consumer ordered a replacement set of fenders using the store credit provided, which was shipped on 04/10/2023 and confirmed delivered on 04/12/203. 
  We then received contact from the shipper of the flares that the original order was shipped late and confirmed delivered to the consumer on 04/29/2023 with photo proof. Given this information, we advised the consumer the extra set would need returned or paid for. Given the non-return of the item, a block has been placed on the consumers account until payment or a return of the extra set of fender flares. 
  

  This matter is considered resolved.

  Thank you

  Customer response

  09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I never recieved the product. This was not an issue created by me. Whatever. I'll shop elsewhere. Their loss. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ******* Cold Air Intake for my 2019 **** ******. I received a ***********CAI for the wrong year of truck a 2015-2017 **** ***** and more importantly received the wrong steel heat shield. It will not fit and I would like to receive the proper year and size of heat shield. There was not a second verification check mark on the packing slip next to the heat shield and the instruction's inside are for the wrong year 2015-2017. I did not realize they shipped the wrong CAI until after I installed it and got to the last peace that did not fit, the (heat shield). Everything else fits except the heat shield. So I would like a simple resolution of receiving a proper sized heat shield. There solution is to have me disassemble the entire CAI put the stock pierces back on and return the wrong ******* CAI they shipped by mistake. They would also have the ability to say the parts are used/damaged during the return shipping or as used on my truck. I just want my correct sized heat shield I ordered. I could send back the wrong sized heat shield they sent by mistake. My latest support team ticket number is ******** with American Trucks.com

  Business response

  06/14/2023

  To Whom It May Concern, 
  
  A replacement order was shipped to the customer on 05/19/2023 so that the consumer could swap the heatshield without having to uninstall the cold air intake. A pick up was set to return the rest of the kit. The return was received on 06/06/2023. 
  
  This matter is considered resolved. 
  
  Thank you, 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order defective o ordered and payed to have installed 2 sets of defective ***** gears inwhich is pictured. I returned both sets they used a 3 parts company for warranty the price I payed 881.90 cents with shipping and extended warranty the new set of gear they just sent is 630.98 difference of 250.91 the company want me to eat because of defective ***** gear set plus I spent 500.00 labor to have installed

  Business response

  05/11/2023

  To Whom It May Concern, 
  
  The consumer accepted the Motive Gear kit in place of the ***** kit as a replacement since the ***** kit had been discontinued. This agreement was arranged with the extended warranty company. On 04/27, the consumer was offered a store credit for the difference in pricing, which they accepted. A store credit in the amount of $135 was placed on their account today, 05/11/2023 for their use. 

  Thank you, 

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have sent me the wrong part 2 times now . I call and ask for a return phone call which I don't receive . I have tried to resolve this but they are un cooperative in getting it correct

  Business response

  05/11/2023

  To Whom It May Concern, 
  The  consumer placed an order for an ****** throttle body spacer on 04/12/2023. The consumer called on 04/15/2023 to report they received the wrong color. An exchange for a replacement was set up at that time. On 04/24, the consumer contacted us to advise they received the wrong color once more. A new exchange was set up and a replacement was sent. 

  The consumer called us on 04/29 to advise it was still not red, but in fact black. Agent check manufacturer information and found that the spacer was no longer made in red, but is now black. A return was set up for a refund. The consumer was refunded for the order on 05/03/2023 in the amount of $154.79. Our website has been updated to reflect the correct color. 

  Thank you, 

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