Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 2,3,&4 of 2023 there was a data breach on a relatives ****** account resulting in $500 a day in fraudulent purchases through American muscle for a grand total of $1,500. When first contacted by my wife the information was that they had no record of the incident. The following day I followed up and despite it being mine and my wifes bank initially I was refused to even be told what my information purchased. I was informed I could file a report with my local police department by the agent. Only upon demanding a supervisor and incredible hold times did they finally tell me the email and phone number on the account which I was paying for. Refused to help in cancellation of the pending purchase because I didnt set up the fraudulent account despite having PAID FOR IT! I was denied communication with a supervisor, I have had no assistance in combatting the fraudulent charges. Good thing they sent me a little courtesy box with a hat to make up for the $1,500 since they were not willing to provide any assistance in retrieving the fraudulent information or canceling the fraudulent charges. They did close the account though so that made it easy to not be able to get access and cancel the charges taking money out of their pocket. This company is a joke. Making it so easy for a scammer to nab your money and be gone. Guess it doesnt matter as long as they get to pad their pockets. Forget about the peoples accounts its actually coming out of.

  

  Business Response

  Date: 12/14/2023

  To whom it may concern,

  We are so sorry to hear about the consumer's experience.

  The orders placed on this account have been cancelled and the account is now blocked so no further orders can be placed.

  We advised the consumer to follow up with their financial institution as well.

  Thank you.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a front wheel hub assembly for my vehicle using ****** pay in 4. I accidentally ordered it to the address of where I used to live. When I called them and ****** each 4 different times the day I ordered it to change the shipping address ****** said American muscle was the only ones who could change the shipping address, at the same time American muscle said they couldn't. I filed a dispute with ****** on the item, and American muscle said that I had received the item and now I am stuck paying for something I never received and American muscles customer support was no help to me what so ever.

  

  Business Response

  Date: 12/14/2023

  To whom it may concern,

  The consumer placed the order using ******. When the consumer uses ****** to place an order we are locked out of editing the information. We explained and apologized to the consumer.

  The item was already shipping to the address provided. While we are sorry to hear about this situation, There was nothing that could be done on our end.

  Thank you.

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned parts ordered for 2005 ******* ** 4.6 . The box was labeled compatible with same vehicle. Online information was taken down after receiving my phone call. They sent parts for 2005 **** truck is not same or compatible. They have timing kit parts and my money.

  

  Business Response

  Date: 12/06/2023

  To whom it may concern,

  Due to the age of this order we typically can only issue the refund back as a store credit. The item was purchased 9/2022 and the consumer contacted us in 10/2023.We made an exception for the consumer and set up a return to issue back to consumer's payment method. However when we tried to issue the credit it was rejected. We discussed this with the consumer and offered a refund in the form of a check if store credit would not work. On 11/20/23 this option was discussed with the consumer and they did not accept it at that time. If the consumer would like to receive their refund via check in the mail instead, they may contact us and let us know. That can be set up. As for now, the funds are available as a store credit.

  Thank you.

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ****** *********** Hydraulic Throwout Bearing, ***************************************************************************************, on August 26, 2022 to go along with a clutch replacement. This is an item that should last for the lifetime of the clutch or roughly 80,000 miles. The product catastrophically failed after slightly more than a year and **** miles of use leaving the car stranded and forcing a costly tow and repair. Multiple reviews of the product show it to be defective and prone to failure and yet American Muscle continues to stock and sell the item. When contacted for remediation, American Muscle representative stated that nothing could be done as the product was outside of a 90 day warranty. American Muscle has made no effort at all to remediate the situation and has shown general carelessness and disregard for consumer rights. Remediation in this case would be $130 for the cost of the part, $100 for the cost of towing the stranded vehicle, and $800 for the cost of labor to have a new part installed.

  

  Business Response

  Date: 12/05/2023

  To whom it may concern,

  The consumer purchased this throwout bearing in August of 2022. This item is designed to work with a factory clutch installed or any clutches with the original factory specifications. The consumer contacted us in November of 2023 to let us know the item failed. We apologized and advised there is no warranty on this item and the consumer did not purchase any warranty with the item. 

  Thank you.

  Customer Answer

  Date: 12/06/2023

  [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:
  

  The business is refusing to make right on the fact that they sell faulty parts that fail well before their reasonable expected lifetime.  Additionally, the business claims no warranty was purchased; this is because no warranty is offered by the business.  The business fails to provide even basic consumer protections and seeks only to scam consumers.

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

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern I ordered a ** *********** Cold Air Intake; Polished (05-09 ******* V6), It shipped on Sept 23. When I received this product from American Muscle, the product didn't fit in my car as promised. I reached out to American Muscle to inform them that the check engine light went on, however they forced me (had no option) to take half my money on the back ($90) however, I wanted to go to **** first to see what is the problem was with the engine light. It turns out that the part they are selling online is not made for a ******* V6 as the filter of the parts are way too small and doesn't fit the car. It takes about 3 weeks or so get an appointment with **** as they are very busy. So why can't American Muscle give a refund for the full amount? Isn't this false advertising? No one got back to me because of a $90 credit already given however, I don't believe this settled, I would like full refund as this part is seriously flawed. And American Muscle isn't sitting with $60 of my money for no reason. Why? Can I please I have my money back in full no store credit? I have spoken to numerous people at American muscle to no avail. **** **** tried to help me but she never got back to me. This is very frustrating. Here is attached supporting documents from **** and Pictures of how small this filter is to the size of the Car. The scary thing is other people are still buying this part as well. Not too mention I also paid another $200 out of my own pocket to take my car to ford to run through the machines. By the end of the day a new intake will cost me $1000. By right if it wasn't for this part I didn't have to take my car to ****. It would be nice to have a settlement for $200 as well but I think that is asking too much? I feel terrible about this matter. Many Thanks,*******************

  

  Business Response

  Date: 11/09/2023

  To whom it may concern,

  The consumer contacted our customer service and informed us that the cold air intake was giving codes, they were offered and accepted a mitigation store credit, this makes the item non returnable. After accepting the mitigation the consumer let us know they continued to have problems with it, they took it to their dealer who advised the consumer the filter on the intake they have is too small. There is not enough airflow to the engine. Our customer service listened to this information and suggested they could use the store credit they had previously accepted to keep the item as is, towards a larger replacement filter. 

  Thank you.

  Customer Answer

  Date: 11/14/2023

  [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: This is is partial store credit. I would like full a credit, for this part, this part is flawed and it is not my fault. The part didn't fit car, like promised, I don't want store credit. I can return part I have all the parts (whether the company will accept the return this is not my problem). However, if the company promises that it will fit, it should.
  
  Regards,
  
  *******************
  

  Customer Answer

  Date: 11/15/2023

  I also wish add that there is $50 missing from my hard earned money that the seller took, I did not receive a full refund for a part that is not working. Thus making this situation unfair. As well, I would like a refund in a transaction that I paid for, such as credit card not store credit. I didn't agree to store credit this was forced upon me. If a buy something and something doesn't work you should get your money back. It is policy, otherwise it is scam. 

  Customer Answer

  Date: 11/15/2023

  Is American Muscle Stealing my money??? If you return a product to a company isn't policy that you get a full refund usually? Not half a refund isn't that considered stealing your money? Esp. if the product promised doesn't work or is flawed because of the company selling to you? If a company can't return a product then they should sell parts that are working and fit the cars well, like promised not low quality parts from china. I just want my money returned to me in full that is all I ask. I will even settle on a full amount on store credit. I can return part gladly.

  

  Business Response

  Date: 11/28/2023

  To whom it may concern,

  We have made a few attempts to contact consumer to review that we have reversed the mitigation they accepted and set up a return for store credit as the consumer has requested. The consumer may now return this part for a full store credit refund. 

  This matter is considered resolved.

  Customer Answer

  Date: 12/07/2023

  
  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

  Date:10/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been buying from americanmuscle since they first began. I have really never had any problems with them until now. I belong to the tunes 4 life program. Two weeks ago I added long tube headers requested a new tune and the one they sent me didn’t work, set my car in limp mode. I requested help, my request were being deleted, when they finally reached out to me they made it seem like It might be on my part the request couldn’t be seen, yeah they deleted then, they gave me an updated tune and once again didn’t work and even with me telling them it’s my only car right now and I can’t f drive it, it’s been 4 days with no word from them and now the weekend is here so I must wait even longer.. I have spent over 10k in parts just last year alone but can’t drive my car because they can’t get the tune right and don’t bother in even giving one a status report!! **** ******** is it the most unprofessional employee there I’ve ever had to deal with!

  

  Business Response

  Date: 10/19/2023

  To whom it may concern,

  After reviewing the consumer's order and communication with our tuning department-

  I see that a Tuning specialist is currently working with the consumer to tweak and assist with the tune

  for the consumer.

  Thank you

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i found an item (used) listed on their website. it said it maybe missing some hardware which isnt an issue as hardware can be sourced. it made no mention of missing components necessary to mount the item. in fact they made the claim that it had all of the necessary components to mount the part. before purchasing i opened a chat with an employee named *** to confirm what was missing and or needed. she said she checked personally that the item was not missing anything and that she verified that fact. based on both of those fraudulent claims i made the purchase. the item was missing hardware but it was the missing the critical part that was claimed to be present that is the issue. they refuse to send a replacement part or provide the manufacturers information so they might be able to send the part.

  

  Business Response

  Date: 10/11/2023

  To whom it may concern,

  The open box item was listed as "has installation components. May be missing some"

  Consumer was advised we do not have any replacement parts to send out. Open box items are "As Is".

  With that said- per our open box policy the consumer may return the item within 30 days for store credit if they are not satisfied with it.

  We offered the consumer the following: Since they contacted us about this within the 7 day window we could refund back to the consumer's method of payment and

  we also offered to waive the return tag fee as a one time exception.

  Thank you

  Customer Answer

  Date: 10/12/2023

  [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 claim, "has installation parts" is fraudulent.  even after chatting in to inquire if it did indeed have the parts needed and being assured it did, it did not.  the sale and commission was more important than a functional part.  i purchased a part that "may be missing hardware" but has "mounting components" but what i received was a part that can not be mounted to any vehicle as it can not physically attach to the bracket.  just send me the missing part, the information on the missing part, the manufacturer information so i can inquire about the missing part, give me a part number for the missing part, OR ANYTHING that would be helpful in resolving the issue.  instead im told to give up and let them keep my money but i can have some credit.  that is nothing of a resolution except for the proprietor that made the fraudulent claim in the first place.
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 10/17/2023

  To whom it may concern,
  
  Consumer was advised we do not have any replacement parts to send out. Open box items are "As Is".
  Per our open box policy the consumer may return the item within 30 days for store credit if they are not satisfied with it.
  The offer is still available to consumer.
  

  This matter is considered resolved

  Customer Answer

  Date: 10/19/2023

  [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 am looking for information on the missing component.  Item number, manufacturer information, anything to help me source a replacement.  American Muscle still refuses to participate in resolving their fraudulent sale or even acknowledge their false claims that the part had the mounting components.  Even open box items should come with customer support regardless of whether or not it comes "AS IS".  That total lack of support and indifference to their customers is why this started in the first place.
  
  Regards,
  *********************
  

  

  Business Response

  Date: 11/27/2023

  To whom it may concern,

  The open box item was listed as "has installation components. May be missing some"

  Consumer was advised we do not have any replacement parts to send out. Open box items are "As Is".

  We do not offer support for items sold "As is" 
  Per our open box policy the consumer may return the item within 30 days for store credit if they are not satisfied with it.
  We offered the consumer the following: Since they contacted us about this within the 7 day window we could refund back to the consumer's method of payment and
  we also offered to waive the return tag fee as a one time exception.

  This matter is considered resolved.

  Customer Answer

  Date: 11/28/2023

  [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 make no mention of lack of support.  in fact they sold it to me under the fraudulent claims that is did have all the parts and that it does come with customer support as verified by an employee via chat.  its those fraudulent claims that are the issue since theyre the reason for the sale.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to American muscle 08/21/2023 to Infotainment Digital Gauge Instrument Panel Speedometer Cluster Upgrade . It was taking forever to ship , I had multiple representative call me asking me for the same information. So I canceled it. 09/20/23 a representative called me and had me to re-order it then the representative put the wrong address for the shipment to be delivered so I had to wait on ***** to deliver it to the end to deliver to the address so I can get the packets so the package wont be lost. That took up my whole Friday. On the website it shows what suppose to come in the box and thats not what came in the box they just told me the video is outdated. But Im expecting what I see on the video that is currently on their page.

  

  Business Response

  Date: 09/27/2023

  To whom it may concern,

  This item required some information about the consumer's car before we could ship the product. The consumer has spoken with our tech support who has provided information about the install of the upgraded kit.

  Consumer was issued a store credit as well.

  This matter is considered resolved.

  Customer Answer

  Date: 09/29/2023

  [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’m returning it because it doesn’t come with instructions or video instructions 
  
  Regards,
  
  *********************************
  

  

  Business Response

  Date: 10/10/2023

  To whom it may concern,

  Consumer was provided advice by our tech support on this item. Consumer could have this item installed at a shop as well.

  We also issued the consumer a store credit.

  This matter is considered resolved.

• Initial Complaint

  Date:08/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a part through American Muscle for my car. The transaction went through paypal as my method of payment. The part was ordered successfully. I waited the amount of time that I was told and nothing came. I waited an additional two days and found that the part was "delivered" even though I have not received the part. I called American Muscle customer support about the part and was told that it was shipped. The address was wrong and was shipped anyway. I informed them I never received anything. I was then told that this isn't their exact problem. I asked for a refund for the part and they had refused to do so. All I am looking for is a refund for the part I never received.

  

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  Consumer ordered online (phone) and address entered by consumer was incorrect. They stated they entered West instead of East in the address. The item was delivered to the address the consumer provided when they placed their order.

  There was not anything we could do at that point as the item went to the address the consumer entered.

  Thank you.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a request to delete my online account and data to American Muscle/***** ***. They responded with the following email: After reviewing our records, it does not appear that you are located in a state where you have a right to request the deletion of your personal data. As such, we are not in a position to proceed with your request. If you believe this is a mistake, please respond to this message with proof of your residency in a state where such requests are permitted. Documentation provided must include your name and a full address. Once we receive documentation and have verified your eligibility we can proceed with the deletion request. Sincerely, ****** **** Privacy Team I am currently located in Nebraska, however I shouldn’t have to provide them any personal information to delete my online account. I want my online account and data delete immediately before further action is taken.

  

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  After searching our system, we currently do not have anyone in our system matching the information provided. Unless the account was under different information than provided here, This can be considered resolved.

  Thank you.

  Customer Answer

  Date: 08/11/2023

  [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 went to the American muscle website and choose the reset password function and received a response in my email.  My account still exists under **************************** Please delete the account and all associated data immediately.   
  Regards,
  
  *************************
  

  

  Business Response

  Date: 08/17/2023

  To whom it may concern,

  While there is not an account with any information attached to it in our system, there is an email address. We are currently working to see if we can have that email address removed per the consumer's request.

  Consumer may also follow up with the information provided by us when they requested this originally as well. They included the response from us in their initial message.

  Thank you.

  Customer Answer

  Date: 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:
  
  Please let me know once the email address is deleted along with the associated data.  Once it is, I will close out this complaint.  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 09/18/2023

  To whom it may concern,

  When the Consumer submitted the request to delete information, they were provided with the next steps to do so via email.

  Consumer may follow those steps if they wish to continue with the request.

  This matter is considered resolved.