ComplaintsforAmerican Trucks

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered new exhaust on 3/14 for 843 dollars with the guarantee it was supposed to arrive by Wed 3/19. set up appointment to have it installed by separate business on same day. part doesn't come when it was said to called into customer service just to get lied to by some lady with a attitude problem then she hung up on me in middle of call. told them I would like my money back I can't wait for part any longer they then offered 15 percent refund for inconvenience but I refused I would like my refund

  Business response

  05/11/2023

  To Whom It May Concern, 

  The  consumer placed an order for the exhaust system on 04/14/2023. The consumer contacted our Service Team 3 times on 04/19 because the tracking information did not show any updates. They requested to speak with a Supervisor and a callback was placed. The consumer spoke with a Supervisor the same day and was advised that we had to allow 3 business days for tracking to update before we could submit any lost package claims. Consumer was advised we were unable to issue a refund at that time. 

  The consumer was offered a 15% discount previously. The supervisor processed the discount, which totaled $136.72. This was issued to the consumers original method of payment on 04/19. On 04/20, movement was detected on the package. A Supervisor called the consumer, leaving a voicemail advising them of this. The package was confirmed delivered to the consumer on 04/25/23. 

  Thank you, 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased parts for my truck on march 7, For $1375.83 Parts then said delivered on march 10th. I came home from work and no packages was at my house. I then called the company “ American Trucks” American trucks called my local police department and had the police sent to my house. As if American trucks was calling me a liar. Told me they can’t issue a refund without a police report. So I got the police report from the police, I then sent the police report to American trucks They told me the refund would be issued to my debit card in 7-10 days 10 days went by and I didn’t receive anything. I then called them and they told me it won’t send for some reason. That they have to send me a check in the mail. And I would receive a check in 10 days. Another 10 days went by I still didn’t have the check. I called them again and now they are telling me 3 months. This company is avoiding sending me my refund. My order number with them is **-******** I just got off the phone with someone again from American trucks and I said to them all I want to know is if my check has been mailed out yet? And they tell me they don’t know. I asked to speak to a supervisor and the supervisor also tells me they don’t know. It could take 4-6 months My email is  ******************** My phone number is ********** If anyone would like to contact me.

  Business response

  05/26/2023

  To Whom It May Concern, 
  
  The consumer reported they did not receive their order on 03/12/2023, though tracking shows delivery with photo proof. A lost package claim was filed at that time. As part of our lost claim process, the consumer was asked to provide a police report on 03/15/2023. The consumer reported that they were unable to obtain a police report from their local PD. The consumer advised that they did not wish to go back to the police station. So, a supervisor contacted local PD for more information and was advised they could assist with a police report for this matter. 

  Once we received the report, a refund was attempted, but the card on file would not process the refund. So, a check request was submitted. A check was mailed to the consumer in the amount of $1,375.87 on 05/16/2023. Tracking number ****************** confirmed delivery of the check. 

  Thank you, 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I’ve ordered multiple parts from this company , and the last parts iordered for the same vehicle they ordered me the wrong year without my knowledge, when I got ready to install these parts on the vehicle, it took fabrication to get them in and that’s when we realized they would not fit correctly and they were the wrong parts. I have since then called and tried to get in touch with a *** ****** that is over there supervising department and he has failed to call me back on numerous times several of attempts to try to get in touch with him. I now have over $5000 damage to my truck because they did not listen and order the correct parts and send me the correct parts.

  Business response

  04/27/2023

  To Whom It May Concern, 
  The consumer placed an order on 12/07/2022, which included the purchase of ********** Fender Vents. On 04/03/2023 the consumer reached to advise that they took the vents to the shop. The shop cut the fenders, then realized the vents were not correct the truck year. The consumer requested a Supervisor and a callback was submitted. The consumer reached out again on 04/04/2023 to advise they had not received a call back yet from a Supervisor and the callback ticket was noted, still awaiting a follow up call. 

  On 04/05/2023, the consumer called requesting a supervisor. No supervisor available at that time, so a new callback ticket was submitted. 

  On 04/06/2023, the consumer reached out and agent was able to make contact with Supervisor. Supervisor advised they would contacted them back that day. Consumer reached out again same day and was advised of the same. Supervisor reached out to consumer and offered resolution of refund of the part, $169.00, and a $300 voucher credit that they could use towards a future order. Consumer accepted resolution. A refund of $182.95 was issued to the consumer and a $300 voucher credit was placed on their account for their use. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company keeps sending me damaged and incorrect items and is now also refusing to send me a replacement for the incorrect item that was sent.They expect me to pay more for a higher price item when they still have the item there that I ordered.

  Business response

  04/27/2023

  To Whom It May Concern, 
  
  The consumer placed an order on 03/11/2023 for ******* **** ****** ***** Back Machined Wheels. On 03/15/2023, the consumer reported that one of the wheels arrived with damage and appeared to not be new. We set up an RMA for an exchange. A replacement wheel was shipped on 03/17/2023 and arrived 03/20/2023. 
  
  The consumer placed an order on 03/29/2023 for ***** ******* Towing Mirrors w/ Smoked Turn Signals through our open box program. On 04/02, the consumer reached out to notify us that the mirrors they received were non-heated w/ amber turn signal lenses. Upon review of the photos from our open box team, it appears that they were listed incorrectly. 
  
  Since this is an open box item, they are one off items sold as is, we do not have a replacement. Customer was offered to return for a refund and also provided a $20 voucher credit for a future order. The consumer returned the mirrors and a refund was issued for the order on 04/06/2023 in the amount of $70.02.

  Thank you, 

  Customer response

  05/09/2023

  [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 never said the mirror's were listed incorrectly and just refused to send the correct part. They even relisted them again after they were returned under the same part number advertising them as smoked mirror's when they aren't.

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

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on American Trucks using ****** pay in 4. The order was placed on 2/03/23 order number *********** for a total of $1167.11, spread among four parts. I realized I had ordered the wrong part, and initiated the return process. As part of the return process, I provided photos of the product (a tuner priced at 419.00) showing it is still sealed and unused. I was given a RMA number, and an email containing instructions for return on 2/5 and I shipped the package on 2/07. Package was marked delivered 2/09, and American Trucks confirmed receipt (***** on the phone 2/14). Tracking number: ****************** On 3/02 I opened a dispute with ******, as they had not received the funds from American trucks - and they could not credit what I owe with the returned amount. Originally ****** opened the dispute for the full amount, but that was corrected to the part in question on 3/07. ****** received information from American Trucks on 3/13, and sided in my favor on 3/16 issuing me the 419$ as a credit.I just went to make a purchase on American Trucks today 3/31, had the funds withdrawn, and the order immediately cancelled. When contacting support, they cancelled the order and blocked my account due to the above chargeback. They claimed since I never provided them a tracking number for the return (there was no form or process on their return instruction, for including a tracking number), thats why they held the funds.American Trucks is actively withholding refunds from customers, as well as unlawfully taking money, and then cancelling orders (which means the money could be returned in 3-5 business days). All in all very troubling business practices.

  Business response

  04/27/2023

  To Whom It May Concern, 
  
  The consumer placed their original order on 02/03/2023. We received contact from them on 02/05/2023 requesting a return. An RMA was provided and at that time the consumer elected to use their own return method.
  
  Our system logged the return on 02/14/2023, but the credit did not process back to ******. We received notification from ****** of the dispute on 03/03/2023. We were unable to process the credit at that time due to the open dispute. 
  
  The consumer reached out on 03/07/2023 inquiring about the refund. Since there was an open dispute, we were unable to issue the credit. ****** issued the credit to the consumer. resolving the dispute.
  
  Due to the dispute on file, the account has been blocked from any future orders. 
  
  Thank you, 

  Customer response

  05/09/2023

  [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: the business did not provide any reasoning why my refund wasn't credited after 17 days of waiting. At this point I had no choice but to approach ****** for their help in resolving the dispute. To add insult to injury, the business has now blocked me from making any purchases after they willingly withheld the refund funds for over two weeks with no reason.
  
  Regards,
  
  ***********************
  

  Business response

  05/31/2023

  To Whom It May  Concern, 

  ******* is assisting the consumer with the refund for the order. We are unable to take any further action at this time. This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Made and online purchase on 2/13/23. Merchandise was supposed to arrive in 2/20/23 however, change in the system showed to be delayed with no shipping date. I immediately requested a cancelation however, I continue to be told that their vendor has to confirm the cancelation prior to issuing a refund. On 2/27/23, I spoke with another customer service representative and advised him that I did not purchase from their supplier, I made the order from American Trucks. They are refusing to reimburse the money paid to them for merchandise I have never received, not has even shipped. Order number is ***-******** in the amount of $1,583.37. The order was for 4 *** ******* wheels 22"x10.5". Their actions continue to constitute Theft.

  Business response

  03/29/2023

  To Whom It May Concern, 
  The  consumer placed an order with us on 02/13/2023. At that time, the order was expected to ship directly from the vendor between 02/20-02/23. The consumer reached out asking for an update on 02/17 and was advised of the estimated ship date from the vendor. 

  On 02/21, we received contact from the consumer inquiring about the status of the order. We had not received an update from the vendor, so we sent a request for tracking information. The consumer contacted us again on 02/21/2023 advising us that *** had gone out of business and checking again on the status. We then received another contact on 02/21/2023 requesting a cancellation for the order since they had not received confirmation of shipment yet. 

  The consumer followed up on 02/23/2023 asking about the status of the cancellation request. We advised that the vendor had not provided cancellation confirmation yet and we were awaiting their respond to the request. Consumer contacted us on 02/24/2023 for an update on the cancellation request, but we had not received an update at that time, we were expecting an update on the cancellation request by end of day 02/27. 

  The consumer followed up on 02/27/2023 asking to have their refund immediately. The consumer was advised that we had to allow until the end of the day for the vendor to provide an update. The consumer asked for a supervisor, stated they were going to contact the FTC and ultimately disconnected with the agent. 

  The cancellation request was processed and a refund was issued on 02/27/2023 in the amount of $1,583.37. 

  This matter is considered resolved. Thank you. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction was done 02/07/23 The amount was 205.38 The seller sent me an email asking for a delivery conformation on 02/14/23 it also stated that if you haven't received the product to wait 24 to 48 hours and then contact them. I contacted them on 02/16/23 and they gave me the run around. After several emails back and forth they then asked if I wanted a different product in exchange for the one ordered. I do not want another product. I want my money back!

  Business response

  03/09/2023

  To Whom It May Concern, 
  We received the consumers order on 02/07/2023. The order was originally expected to ship directly from the vendor between 02/13-02/15. We received an email from the consumer on 02/16/2023 asking for a status stating that they received a delivery confirmation email. We were unable to locate any delivery confirmation email send from our end. The order was expected to ship on 02/17/2023, which we advised the consumer. 

  The agent and consumer continued a conversation throughout the day via email. The consumer expressed that they felt this was a scam and wanted the order cancelled and refunded. The agent offered alternative items in the event the consumer did not wish to wait for the floor mats to ship. The consumer preferred to cancel and a refund. Prior to the receipt of this email, the order had shipped. 

  On 02/17/2023 we received notification that the consumer filed a chargeback dispute with their financial institution stating 'Goods/Services Not Provided.' Due to this, their account has been blocked from any future orders. 

  The order was confirmed delivered to the consumers address on 02/20/2023 via ***** along with photo proof of delivery. 

  Thank you, 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2022, I purchase a chrome OEM style bumper for my truck. The website specifically states "Durable Steel Construction. To guarantee strength and long-lasting functionality, this rear bumper is constructed using durable steel. It is also built with high-traction step pads to let you safely access your truck bed. Furthermore, this rear bumper is completed with a chrome finish to increase its protection against rust and corrosion. "When the bumper arrived the plastic component was severely misshapen with ample evidence that it was jerry-rigged at the factory/warehouse. I contacted customer service and eventually reached a supervisor that offered to either replace the bumper with a 2-3 week turnaround or provide a steep discount. I couldn't drive my vehicle without a bumper for 3 weeks so I took the steep discount and replaced the deformed plastic component with the piece from the old bumper. I was satisfied and moved on with life. Six months later after the first road salt treatment during our record warm winter, I noticed the chrome was cracking and seven rust spots. I contacted customer service who said since I took the discount there was nothing they can do other than to offer a promo discount on a new bumper. This was confirmed by the same supervisor I talked to previously. I informed her that I was not going to buy a new bumper if this one didn't last a year and that I wanted to talk to the manager in charge of their quality as I was trying to determine if it was a good company with one bad bumper or if it was a bad company. To the supervisors credit, she tried to get someone to talk to me, but no one would. I even reached out to the CEO of the company with my concern via ******** and did not get a response. Attached are sample images of the cracked chrome and rust, poor quality plastic, and my attempt to reach out to the CEO of turn5 (website owner) after customer service failed.

  Business response

  03/09/2023

  To Whom It May Concern, 
  

  The consumer placed their order on 07/29/2022. When they received they order, they reached out to us on 08/03/2022 to advise us of an issue with the plastic step trim on the bumper. The push pins on the underside had been drilled through with body screws. He also said the plastic was warped and did not align with the bumper, causing gaps.

  The consumer advised that he may be able to make it work. So, we offered $112.50 to keep as is, which they did not accept. We then offered $200 back to their original method of payment or $250 to keep it as is. The consumer requested to speak with a Supervisor, who offered $250 back to their original method of payment, which they accepted. Including tax, the refund came to $265.88. 

  On 01/26/2023, the consumer reached out to advise that the bumper was starting to rust. At that time, they were advised that there is no manufacturer warranty on the bumper, we were unable to assist with an exchange. Consumer requested to speak with a Supervisor at that time, and was offered a callback. 

  The Supervisor who assisted previously called the consumer on the same day and advised that we could not exchange the bumper due to the warranty and that they had previously accepted a partial refund to keep as is previously. The Supervisor did offer a 30% discount on a new bumper along with a $75 store credit to also cover the cost of an extended warranty.

  The consumer did not accept this offer and requested to speak to someone in QC. Supervisor advised they would check into that further. 

  On 01/27/2023, the Supervisor reached out to let the consumer know they were still checking to see if we could have a QC member reach out.
  

  On 02/01 the supervisor reached out and let the consumer know we did not have any one available who could contact from the QC Team, but he could send an email and she would forward it to the proper department. She then again made the 30% discount offer with the $75 store credit. The consumer said they would reach out to the CEO directly. He declined the supervisors offer, but said he would reach out if he decides to go that route. 
  

  On, 03/02/2023, we received contact from Attorney General regarding the bumper and the review process for our website. We are currently working with the consumer on a release agreement so that we can move forward with issuing a refund for the remainder of the order, $292.24.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They offer $100 cash back when purchasing a wheel and tire package and follow up the purchase with a product review. I made the purchase on September 5th, 2022 and completed the requirements a month or two later. I emailed my first inquiry as to where my voucher was on 11/21/22 only to be asked what promotion I was referring to; to please sent them a copy of this promotion. This is an ongoing promotion right on their web site even today as I write this. I was asked to send proof of submitting a review. I have sent ten emails asking about what the status was on this only to hear one excuse after another.

  Business response

  02/23/2023

  To Whom It May Concern, 
  Credits for for approved photos and review submissions are typically issued by our marketing team within 4-6 weeks. We have raised this issue with our marketing team since the consumer did not receive their credit. As of 02/03/2023, we placed a $100 promotional credit on the consumers account for their use. 

  We left a voicemail advising the consumer of the credit on 02/03/2023. 

  This matter is considered resolved. 

  Customer response

  03/03/2023

  [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 don't sense any remorse for their actions, how about; we're very sorry that it took filing a complaint with the BBB before we would do what we promised on our web site.  They obviously don't value their customers.  They have however fulfilled their obligation of a $100 store credit as a result of this action.  From that stand point it is closed.
  
  Regards,
  
  *********************************
  

  Business response

  03/24/2023

  To Whom It May Concern, 
  The $100 credit was applied to the account on 02/03/2023. On 02/03/023 we reached out to the consumer to confirm the credit, but had to leave a voicemail. We did not receive any response from that contact. This matter is considered resolved. 

  Thank you, 

  
  

  Customer response

  03/28/2023

  [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

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12-21-22 I ordered a Zone Offroad 4.50-Inch Suspension Lift Kit with Nitro Shocks along with a 1 year extended warranty. Was told it should ship by 12-29-22, as of today 2-1-23 they product still has not shipped and I am being told that the warranty started the day of order, which is wrong at so many levels. Now being told product is finally ion and should ship within 24 to 48 hrs. Honestly do not trust this company to fulfill this order properly and start warranty when product ships not when ordered. They need to make sure products are in stock with their suppliers before taking orders and peoples money which was almost ******* dollars.

  Business response

  02/23/2023

  To Whom It May ************************ extended warranty is intended to supplement the manufacturer warranty and will not be effective until after the manufacturer warranty expires. We are currently looking into our extended warranty email sends to correct any verbiage that states a purchase date effective date. 

  We received contact from the consumer on 02/01 regarding concerns with the extended warranty start date as well as the shipment of their order. The agent advised how extended warranty works, but consumer said they would reach out to BBB and requested a Supervisor. 

  A Supervisor contacted the consumer back on 02/01 to explain how extended warranty works as well as discussing a shipping timeframe issue. The Supervisor followed up with the consumer on 02/02 to advise their order had shipped and again to explain how extended warranty works. 

  On 02/04, the Supervisor spoke with the consumer and discussed the warranty with the consumer. The Supervisor refunded the extended warranty back to them. A refund in the amount of $110.41 was issued back to the consumers original method of payment on 02/04. 

  Customer response

  03/03/2023

  [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,
  
  ***********************
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩