ComplaintsforAmerican Muscle

• Initial Complaint

  08/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on 7/24/2023 @ 5pm for a total of 294.02 for a Blowoff valve. When I purchased the item it said I had 30 minutes to order to get it on 7/26/2023. Placed the order and on 7/26/2023 no item. Tracking shows that they never received the item at *****. Been trying to reach someone that can tell me what had happened but can't get ahold of a manager or supervisor. Support is no help and just disconnects me when I ask them to escalate this. Pictures attached.

  

  Business response

  08/09/2023

  To Whom It May Concern, 
  
  The consumer placed their original order on 07/24/2023. At that time, the free shipping timeframe advised they would receive their order on 07/28, as per the screenshot provided by the consumer. Consumer contacted us on 07/26/2023 advising they should have received their order by then. Given the circumstances, the consumer was provided a $10 store credit for inconvenience. Order was confirmed delivered on 07/28/2023. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband ordered a set of ****** sequential tail light harnesses from American Muscle for my 2003 **** * in December. I had the harness installed on my ******* for less than 4 months when the wiring harness on the passenger side melted causing a short. I contacted both ****** and American Muscle as the box that the harness arrived in stated “industry leading 2 year full warranty”. American Muscle and ****** both stated that the box they sent me was old and that they had stopped honoring that warranty in 2019 and this refuse to stand behind their productor or honor the stated warranty. I expect American Muscle and ****** to honor the warranty plainly written on their product.

  

  Business response

  07/21/2023

  To Whom It May Concern, 
  

  *********** no longer carries a warranty on their products as of 2019, which was explained to the consumer. Given the circumstances and what is printed on the box, we will assist with a replacement. Following up with consumer today to assist. 

  Thank you, 

  Customer response

  08/02/2023

  If American Muscle actually follows through and provides me with a replacement like they say they will I will accept this but to this date I have yet to hear from them. 
  
  Regards,
  
  ****************************************
  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My AM order #***-******** was returned June 8th after scheduling a pickup with **** I communicated via American Muscle website chat regarding my return due to its weight, it couldn't be held at the access point. After validating that my shipment was in route to their facility. I was told on June 8th that I would receive a refund within 2 business days. I never got it. On June 15th after not receiving my refund for an item that is in their possession, I initiated another chat with an American Muscle representative. I was told again that I will receive a refund after, once again, validating that the item was returned and is in their possession. I initiated another chat with American Muscle on June 20th. I was told a 2nd request for a refund was submitted and once it's refunded, I would get an email confirmation. Apparently, this takes 7 to 10 business days. It is now June 27th making it the 8th business day since the request was submitted and I have yet to receive my refund nor the confirmation of said refund. I am not confident that I will receive it tomorrow either which is why I am asking for the BBB to step in while I still attempt to get my refund. American Muscles policy states "If you chose to have your refund back to your original payment method this will take 7-10 business days ( not counting weekends!) after the shipper acknowledges they received the package." We are well into 10 business days pass that date (June 8th) and already on the 8th business day from the refund request ticket that was submitted on June 15th. Another follow-up ticket was submitted on June 26th to the vendor and I was told to wait an additional 24 to 48 hours for a refund confirmation email and to contact American Muscle back if I do not receive a confirmation refund email. I have been more than patient with an issue that should not have been dragged out this long. If my refund is not confirmed and issued today; I will move forward with legal actions against American Muscle.

  

  Business response

  07/12/2023

  To Whom It May Concern, 
  
  The package was returned to the vendor. We were awaiting confirmation from the vendor that the package was received so a refund could be issued. We received confirmation and the refund for the order was issued on July 7, 2023 in the amount of $732.35. 

  This matter is considered resolved. Thank you. 

  Customer response

  07/14/2023

  [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.] After contacting them for the umpteenth time I was able to receive my refund. Hopefully I will not have this experience again.
  
  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

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son placed an order for rear side window louvers and back window louver. The side window came before the rear and we installed as they were good quality. The rear window louver took an extra 2 days. The quality of it was no where close to the same as the side ones, and they were the same brand. The back one were extremely thin, horrible cuts, and not usable. We have called multiple times and been told they would email a return label which still hasn't happened. My son spent over $300 and I feel like he was taken advantage of. I would not install the rear louver on a car even if it was free because of the poor quality.

  

  Business response

  06/07/2023

  To Whom It May Concern, 
  
  Our records indicate we set up an RMA for the return of the window louvers. The consumer was sent multiple return labels. Once on the 18th of May and then again on the 22nd of May. One of the tracking numbers shows it was dropped off with ****** We are currently waiting for the item to arrive to our Returns warehouse to be processed for a refund. 

  Thank you, 

  Customer response

  06/15/2023

  [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:
  

  A label was not received by me and nothing was dropped off at *****.  I would love to see the tracking number you say shows I have dropped something off.  You just now sent a label today, probably after you read this complaint.   So again, please provide the tracking information that I supposedly have showing I dropped something off.
  
  Regards,
  
  ***********************

  

  Business response

  07/21/2023

  To Whom It May Concern, 
  
  The rear louvers were returned under tracking ************ via ****** A refund for the order in the amount of $272.84 was issued on June 22, 2023. The consumer then reached out and asked for the handling fee to also be refunded, which was issued on 06/24/2023 in the amount of $25. 

  This matter is considered resolved. 

  Customer response

  07/25/2023

  [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 poor but oh well.  It's sad that it took so long and so many attempts for the company to do the right thing.  The right thing would have been to not let it get this far and to lie initially.   Your company should be ashamed.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 4th, 2023 I made a purchase for a **** tuner the total amount with tax was 447.29. **** could not tune my car and the box was used so I returned the device. My card information was stolen so I had to cancel my card. AM gave me store credit for the 447.29, I finally got a supervisor to send me a check. The agents and the supervisor ***** said I would get a full refund. When I received the check it was only in the amount of 317.87. I called the supervisor and chatted in about 6 times. Each of them said they would call me back but no on did. AM is withholding over $100 in refunds and will not assist me at all.

  

  Business response

  06/02/2023

  To Whom It May Concern, 
  
  A supervisor followed up with the consumer on 05/19/2023 regarding the remaining refund on the order. A check for the remaining refund, in the amount of $129.42, is in the process of being sent to the consumer. We are in contact with this consumer to resolve. 
  
  Thank you, 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a after market hood for our 2019 ******* from this company worth almost $1,200.00. The hood arrived from a trucking company at our house. We inspected the hood out of the box and noticed it had dents. So we refused to accept it, and had the trucking company take it back. This was on March 31st 2023. I called the company to try and get a replacement sent, and after about 3 weeks of no progress, I requested to have them give me a refund. It has now been almost a month and a half, and after talking to over 5 people with the company, asking where my refund is, no one can give me any updates of the process or when I will receive my refund. They submitted a ticket for a resolution to be found by May 4th. And nothing happened. I called again, and they submitted another ticket with a resolution to be found by May 10th, that is today and still no resolution. I just want my money back for the original purchase price.

  

  Business response

  05/31/2023

  To Whom It May Concern, 
  The hood was refused due to damage and returned to the vendor. We were awaiting confirmation from the vendor that the hood was returned. We received confirmation on 05/22/2023 and a refund in the amount of $1,183.66 was issued to the consumer. We reached out to the consumer to advise them of the refund. 

  Thank you, 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of purchase May 4 2020 Item showed in stock delivery 12 may to 15 may. After I ordered I got an email stating the item was not in stock and would not be delivered until June. Check on line item still shows in-stock and is being sold to others. This is a clear violation of unfair trade practice

  

  Business response

  05/26/2023

  To Whom It May Concern, 

  The consumer initially placed their order on 05/05/2023. At that time, the vendor showed they had inventory available, which is why it showed in stock on our site. Once the PO was placed with the vendor, they advised the headers were in fact on backorder. 

  We have come into some stock of the headers, which is why they show in stock on our website now. We are in the process of fulfilling the order from current stock. A Supervisor reached out to the consumer to advise them we were attempting to fulfill stock from in-house. We are currently in contact with the consumer to resolve. 

  Thank you, 

  Customer response

  06/02/2023

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

  American Muscle did not deliver the goods. In fact they fully canceled my order forcing me to buy a more expensive set for my car. They clearly violated:

  § 28–3904. Unfair or deceptive trade practices.
  (i) advertise or offer goods or services without supplying reasonably expected public demand, unless the advertisement or offer discloses a limitation of quantity or other qualifying condition which has no tendency to mislead;

  (t) use deceptive representations or designations of geographic origin in connection with goods or services;

  By stating the products were “in stock delivery by a date represents that they had the products .and had the sole intent of misleading buyers who had not they known would have went some wear else.

  IMG:**** shows they had the clear means to show low stock buy fail to do so to increase sales. 
  I am offering that they give me the money backs for the kooks headers that I purchased from them. For all the trouble of this sale. I am a veteran I have endured pain and suffering. And had to buy another set of headers and pay 483 dollars out of pocket when I was approved fully for the other headers at least give me the headers I purchased for the same price of the headers they misrepresented and refund me the 483 dollars 

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

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/9 I bought an *** *** tuner for my ****** ** 2022, which they advertised as being supported and coming with a preloaded tune. There is no preloaded tune and they want me to go buy one from a custom tuner. I just want what I paid for, I want my tune. If you can’t provide the tune, I should be credited back a few hundred dollars to go purchase a custom tune. *********************** sells them for 199 plus 300 for a stage 1 tune. This is a case of false advertising so I expect to be compensated for what I did not receive.

  

  Business response

  05/03/2023

  To Whom It May Concern, 

  On 04/13/2023, the consumer reached out to our support team stating that there were no Pre-Configured *** Tunes as advertised. The consumer was advised to speak with our Tuning Department and transferred, but there's no record that they had spoken with our Tuning Department. *** advertises pre-configured tunes for this tuner on their site as well. 
  We reached out to *** for more information and were advised the consumer is working with them directly regarding tunes. They sent us the following: 
  "The customer emailed us on Apr 13th. We submitted a unsupported ticket with our engineers on the 17th. The ticket is marked ready for deployment.  The preload support will be included in the next Tune Revision released. I do not have an ETA on when that will go live.  Ill get with the tech assigned and see if we cant get the preloads made as custom tunes for the customer. "

  Thank you, 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 7, 2023, I purchased a set of ******* ***** lower control arms for $506.55, of which $133.11 was for overnight shipping. On March 10, 2023, I still had not received my package. I called and had the order cancelled, and requested a refund. A request was authorized for a reroute to sender, as I was going out of town, and a lost package investigation was started. I was refunded the amount for overnight shipping, and was told that I would get a refund for the remaining amount on my credit card within 2-3 days. I never received my refund. Again, on March 14, 2023, I contacted AM about my claim, and was told that I would get a refund in 2-3 days. I did not receive my refund. When I contacted AM again, on March 17, 2023, I was told that they started an investigation on March 14th. I asked why did they restart an investigation that was open, and emailed them the correspondence that said I would have my refund back in 2-3 days. On March 20, 2023 I received an email that they are issuing a refund, and kindly return the package if I receive it. When I returned home on March 20, 2023, the package was at my apartment. I requested a return and RMA, I dropped the package off at ***** in Forney, Texas. *** ** tracking #************. Package was confirmed returned to AM on 3-22-23 at at 9:13AM. I was told that I would have my refund by 3-27-23. I contacted AM on the 27th and they stated that they were changing a store credit to a refund. Again, I contacted AM on 3/29 asking about my refund, and now they say they are still doing a package investigation. I still have not received my refund of $373.44 back to my credit card.

  

  Business response

  04/14/2023

  To Whom It May Concern, 

  The consumer placed an order with us on 03/07/2023 with overnight shipping. On 03/10, they reported that they had not received their order and a refund of $144.09 was issued to their original method of payment for the shipping fee.  

  Due to the delay, on 03/11 the consumer requested that the package be returned to sender. On 03/13 it was determined that the package was delivered, and the request to return to sender was unsuccessful. Though the package was confirmed delivered, the agent the consumer spoke with started a lost package claim with the carrier on 03/14.

  On 03/17, it was confirmed that the package showed delivered and the lost package claim was closed by the carrier. The consumer reached out inquiring about their refund and asked to speak with a Supervisor. A callback request was submitted. 

  On 03/18, a Supervisor contacted the consumer and advised them of the claim being closed. We started another claim since the consumer stated they did not receive the order. Consumer was advised again of the 3 business days for the claim to resolve. On 03/20, a store credit refund was issued for the item in the amount of $373.44. On this same date, the consumer reached out to let us know they had in fact received the item and a return tag was sent for the return of the item received. 

  On 03/22, the consumer followed up and let us know they had returned the item and they were inquiring about their refund. A request was submitted to have the refund changed from store credit so that it issued back to the original payment method. On 03/28, the consumer followed up on this request and was advised the ticket is still waiting to be processed. On 03/29, the consumer followed up and ultimately requested a Supervisor. A callback was offered, but customer disconnected. 

  On 03/30, the consumer reached out for an update and requested a Supervisor. A Supervisor spoke with the consumer at that time and gained assistance with processing the refund. A refund in the amount of $373.44 was issued on 03/31. On 04/10, we also received notification of a dispute filed with the consumers financial institution. Due to this, the account has been blocked from any future orders. 

  Thank you, 

*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. ↩