ComplaintsforAmerican Muscle

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sent me the completely wrong item. I ordered a set of 8 coils and 8 spark plugs for my 04 ******* **. It said it matched, but when I got the coils they were way to long, and after some research I found out they were for the ****** *****. I called support and the first guy who answered has to be the dumbest ****** I have ever talked to in my life. I told him my problem and he was like “wow congrats” and I was confused, but then I realized he took it as they sent me a “better” coil on accident (it being for the *****) and not the fact it didn’t ***** FIT. After that he still didn’t help me as apparently my order hadn’t been shipped in their system yet even though it got to my house 4 days prior. I contacted support again today only to be told it should be shipped out in 1-2 days when I told them I already have it. He then started giving me attitude as if I was trying to scam them when their system ****** up. Now I have to pay for return shipping to maybe get a refund and I wanna let every american know you are more American buying from a china company than American muscle and that’s the bottom line. I want my $170 back i don’t want replacement coils you guys already cost me a week from fixing my car U want my $ ill throw the coils in the river before returning them for a “store credit”. Sorry *** *******

  

  Business response

  04/13/2023

  To Whom It May Concern, 
  the order was placed on 03/21/2023. The consumer reported the fitment issue when setting up a return online on 03/27. A replacement ignition set was sent out to the consumer on 03/29. They reached out to our Support Team on 04/01 to report that same issue. A return for replacement was set up again at that time and the consumer was provided a $10 voucher credit for the inconvenience. 
  We have not seen any movement on the return for the set. Upon further review of the site, it was found that the fitment was not listed correctly. The kit fitment is meant for 94-04 ******* *****; 07-14 ******* ***** models. This is in the process of being updated on our site. 
  Since we have not seen movement on the return, we reached out to the consumer on 04/11 to assist with a resolution. A supervisor left a voicemail,  but have not yet gotten a response. 
  Thank you,

• Initial Complaint

  03/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 14, I placed an order (#**-********) over $1800 worth. I ordered 3 items which stated they would arrive to me in 2 days and the last item would take longer due to freight. On the 16th, my 3 items still had not even been shipped even though the website stated I would have them by then in hand. I chatted online with someone who said it was all freight so they would come together with the 4th item. That's untrue as only the bumper was considered freight. On the 20th (today), I still have none of my items and all of them have been shipped separately hence the freight comment was untrue. I feel the employee just wanted me off the chat. So not only have they all been shipped separately and with 2 different carriers, none have gotten to me on time and I only ordered based on getting them in the time frame specified on the website. When you click on any of the 3 items (not the bumper), all of them STILL state 2 day arrival! So why couldn't I get them in 2 days like promised? And when I call, no one wants to listen or help me, they just push me off saying 'it's been shipped and there's nothing we can do.' I would have gone somewhere else had i known that the shipping offered is untrue. And I would not have spent the same amount of money, but I needed these items last week for a car show out of town which I leave for in the morning and will not have 2 of the items before I leave. I took screenshots of the site. If I were to order today (the 20th), I would have them the 22nd! I also have a screenshot of my cart where they showed free delivery on the 15th and the details showing I took the screenshot on the 13th! How much clearer can I be to prove I did not receive my items as promised? I request a reimbursement/ discount for our hassle, taking time to constantly call asking where our items are, for not receiving them in the time specified and promised, and the fact that now we have parts arriving while we are out of town so they will be sitting outside all week.

  

  Business response

  04/05/2023

  To Whom It May Concern, 
  The consumer placed an order on 03/14/2023. When the order was received in our system, a phone number did not transfer over with it, which caused it to be delayed in our system. On 03/16, the consumer reached out to us for an update. At that time the consumer was advised there was a delay with the order and was provided a $20 credit voucher for the inconvenience. The bumper portion of the order shipped freight on 03/17 and the remainder of the order shipped on 03/18. 

  On 03/20, the consumer reached out for an update and was advised of the expected delivery dates, which did not align with the consumers plans due to a car show they needed the parts for. They requested to speak with a Supervisor. A callback request was submitted. 

  On 03/21, A supervisor reached out to the phone number on file and left a message for the consumer to contact back. Since then there has not been an update from contact with the consumer. 

  The bumper shows delivered on 03/27 and the remainder of the order shows delivered on 03/21. We attempted to make contact with the consumer again today 04/05, but had to leave a voicemail. We refunded the consumers handling fee for the order today in the amount of $189.72. 

  This matter is considered resolved, but it still pending contact from the consumer. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Headlights- website says American muscle has it in stock. I have contacted them 6x in four weeks asking for a ship date. They say they will email me an Update. Now the manufacturer will not respond. How can you say its in stock on your companies page when in fact you do not know you actually do not have it in stock. They are coming direct from a manufacturer that turns out not to be you. I ask about cancellations. It turns out you American Muscle has to request the manufacturer to cancel. Well if they wont respond to shipping etas why would they accept my my request??? Im holding off since my money is tied up. Im a widowed single mom that doesnt have $600 to throw around. My head lights out and busted. What am I to do now??? I thought American Muscle was a trusted website.

  

  Business response

  03/29/2023

  To Whom It May Concern, 
  
  We received the order on 02/22/2023. The order ships directly from the vendor and at the time of the order, they provided that it was expected to ship between March 01-05. We sent an email for an update to the vendor on 03/06/2023 asking for an update. 
  
  On 03/08/2023, we received contact from the consumer inquiring about the status of the order. We advised we had a request for update in the vendor at that time. The consumer reached out on 03/10/2023 asking for an update to our vendor request and a status on the order. We had not received any updates at that time. 
  
  The consumer reached out on 03/13/2023, requesting an update and inquiring about possibly cancelling. The agent explained our cancellation request process for vendors. The consumer decided they would reach out to their financial institution and get back to us without making any decisions. 
  
  The consumer followed up on 03/21/2023 to request cancellation. We had submitted a request for cancellation at that time, but could not guarantee if would be canceled if the item was already in the shipping process. The consumer advised they would be following up with the BBB and their financial institution. 
  
  On 03/27/2023, we received contact from the consumer asking about the status on the cancellation request, which we had not received a response. So, this was escalated further to our Merchant Operations Team since we have not been successful in gaining contact with the vendor. On 03/28/2023, we cancelled the order and issued a full refund in the amount of $588.59 back to the consumer. 
  
  We have also listed this item as out of stock on our website due to consumer not fulfilling order. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and checked the part number compatibility with the vehicles we’re ordering for , when we got the parts late. We opened parts and they were wrong , merchant refuses full refund or exchange , return. This is the second time within a Year American muscle had not sent us the correct stuff and or never got what we paid for. This time we are out a rental car fee while our customer waits on the correct parts via the dealer. Insurance would only pay for the non oem replacement due to age of vehicle. I’d like the $913.00 returned and I am asking for the half of the rental for 11 days of use while waiting for there wrong parts. They also do t allow you to leave an honest review via website they are hiding their bad reviews.

  

  Business response

  03/29/2023

  To Whom It May Concern, 
  The order was placed on 03/03/2023. We received contact from the consumer on 03/13/2023 stating the headlights that were part of the order did not fit. They had requested a different set instead. Our system did not allow exchanges at this time, so the consumer was advised that they could purchase a new set if they needed it right away and they could receive a full refund for the ill-fitting set once we get them back. 
  The consumer did not wish to go with this option, but had wanted a new set right way. They requested a supervisor. A Supervisor reached out and advised the consumer that we were unable to exchange for a different item. The consumer did not accept our options for quickest resolution and advised they would be reaching out to legal and the BBB. They also said they would hold onto the headlights and did not wish to set up a return. 
  On 03/12/2023, we received notification that the consumer filed a dispute with their financial institution for charge on the entire order. 
  Thank you, 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered some parts and it said if I paid for expedited shipping, they would arrive Thursday. Well now my tracking shows Saturday and it will be too late for my appointment. When I try to do a cancel because they havent even shipped, Im told that its not possible. So I paid for something that wont arrive when they said and I cant get a refund.

  

  Business response

  03/15/2023

  To Whom It May Concern, 
  
  The consumers order was originally placed on 02/27/2023. There was a delay with the shipment, so it did not ship until 03/01/2023. The consumer reached out on 03/01 to cancel, since the order was already shipped, we were unable to cancel in our system. We offered to submit a Return To Sender request through ****** which we did. ***** was unable to fulfill the request, so the order was delivered to the consumers shop. 

  The consumer reached out on 03/08 asking for a status on their refund and was advised we would submit a request to issue the refund. However, the order has not been returned. So, we were unable to fulfill the refund request. In order to process a refund on this order, the consumer will need to return the order. 

  Thank you, 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 31st 2022 I ordered high performance brakes (order number: ************) for my ******* **. First issue was it took almost a month for it to ship with no communication from American Muscle. I had to call to find out what the reason was, only then did they inform me that the kit I ordered was on back order. The website did not state that when I placed the order. When the kit finally did arrive the order was wrong. The back rotors and front brake pads were incorrect. I reached out to their customer service and was informed there was nothing they could do until I sent the package I received back. After multiple attempts to resolve the issue as I was unable to drive for over a month, I had find my own resolution. I reached back out to return the kit that I received and while waiting for a label ***** arrived but I had no label to provide them. I mailed it back at my own expense and provided the tracking that shows it arrived on 2/3/2023. I reached out to provide the tracking information and confirmed that all items were in the box. Multiple agents have informed that I would receive my refund of $771.92 and as of today 2/23/2023 I have not.

  

  Business response

  03/17/2023

  To Whom It May Concern, 
  The brake kit was returned directly to the vendor. The consumer reached out to us on 02/09/2023 to check on the refund status, which we did not have an update. The consumer followed up on 02/17/2023 and provided tracking information from sending the returns directly back to the vendor.

  On 02/21/2023, the consumer followed up and a ticket requesting a refund update was submitted. The refund could not be processed at that time because we were waiting on confirmation from the vendor that the order was returned. Consumer reached out on 02/23/2023 and was advised that we were waiting on confirmation from the vendor and we were unable to process the refund until then. 

  On 03/13/2023, consumer reached out again on status. The vendor still had not followed up on our request for confirmation of receipt.

  As of 03/17/2023, the vendor still had not confirmed receipt of the shipment. Due to the consumer providing tracking and given the amount of time that had elapsed, we issued a refund back to the consumer's original method of payment in the amount of $771.92. A Supervisor reached out to the consumer and advised them of the refund. 

  This matter is resolved. Thank you. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 14th, I had noticed there was a data breach on my AM account and someone else had accessed my debit and credit cards and had fraudulent charges over $2500 onto my debit card and credit card. They changed the email address for the account (twice) and 2 clearly different shipping addresses than the billing addresses on the cards. Within an hour of calling and reporting the fraudulent charge, they completed the charge and had already shipped half of the order. I was thankful to have them cancel one of the orders that didn't ship yet and was able to receive $600 back into my account. After being on the phone everyday with representatives, I am now being told the other half was delivered and signed for, which totals to $2000 and I have to wait for that part to come back in order for me to get my money back into my account. I do not see why I have to wait for their part to come back when it was already delivered and signed for. All I want is my money back ASAP and my account disabled or permanently taken down so this doesn't happen again.

  

  Business response

  03/09/2023

  To Whom It May Concern, 

  Regarding  fraudulent purchases, our policy is to advise the consumer to file a dispute with their financial institution. In this instance, we have blocked the consumers account from any future purchases and made attempts to stop shipments prior to them being sent or prior to them being delivered. 

  We were able to stop part of the shipment prior to it being sent, which resulted in a refund of $659.19 and a refund of $49.15. We were unable to prevent delivery of the other packages on the order. The consumer filed a fraud chargeback with their financial institution. Due to this, their account is permanently blocked and no future orders can be placed. 

  Thank you, 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2/7/2023 I placed an order for a "******* Offroad 3-inch front / 2-inch rear lift kit" Item number #. S145546 The ad clearly pictures 4-shocks, 2-3" spindles, 2-2" rear blocks with U-Bolts. The ad also indicates. these items may be used and have rust. Also, there may be missing parts.The pictorials used in the online ADD, on my confirmation page and on the shipping notice shows all the parts listed above,The same applies to the item description. Stated " ******* Offroad 3-inch front lift Spindles with 2-inch ear lift blocks"I expected some minor parts such as bolts, washers may be missing, some rust, but not major parts missing.I feel that this is false and misleading advertising and expect seller to make good on this order. I received 4-shocks only. 2-Spindles and 2-blocks/U-bolts missing.

  

  Business response

  03/02/2023

  To Whom It May  Concern, 
  The kit purchased was offered through Open Box on our site, which are sold as-is. A description of the item condition as well as additional photos are available through this section. The photo the consumer is referring to is a stock photo for a new kit. 

  The consumer reached out to us on 02/14/23 advising they only received 4 shocks. It was explained at that time that the description was listed on the site, "Dents, Chipped Paint and Rust Spots. Missing Some Parts." Per our open box return policy, a return was offered to the consumer for store credit, which they declined. 

  The consumer filed a chargeback with their financial institution for this order. Due to the chargeback, we are unable to assist any further. This matter is considered resolved. 

  Thank you, 

  Customer response

  03/10/2023

  [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 seller is very vague in their advertising. Showing pictures of complete packages but only shipping partial. I had ordered what I believed was a used lift kit but received only four shocks. And when I called to complain I was told the only thing I could do was to ship shocks back (at my expense) for a store credit. Shipping would cost me $25-$35 dollars that I would lose.  Not even an offer for the rest of the parts at maybe a reduced cost!!

  Not a seller you want to do business with!! Spendyour money elsewhere.

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

  

  Business response

  03/24/2023

  To Whom It May Concern, 
  

  Due to the item being Open Box, we are unable to offer any additional parts to supplement. As stated, items for open box are sold as-is. We did describe the condition of the kit on our site. We also offered a return for store credit since the consumer was not happy with the kit received. This was declined. 

  The consumer filed a chargeback for this order. We are unable to assist any further. This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  As a gift for my son on december 21 I bougth several equipment for our pick up **** via American Trucks. Order # ********** and our order never arrived. The amount of the transaction charged to my ******** ******* is $1,349.85 plus tax.I tried to contact American Trucks team online, via email, and over the phone. I received no further instructions but to open a police report, which I can not do it because of my mexican nacionality and residence.I explain American Trucks team that the delivery address was indeed at ***** (Customs Broker) in Laredo Texas. But my order was recived by someone named *****************, and he doesnt work there. I continue trying to contact someone via American Trucks to get some help but they just blocked my account and I havent received any help. As an additional information, my other order #**-******** arrived in perfect conditions and on time to the same address. I really hope you can help me out with this. I will accept any solution such as a refund or just get the equipment for my truck. Thank you

  

  Business response

  03/09/2023

  To Whom It May Concern, 
  
  All items on the order were shipped on 12/22/2022 and show confirmed delivered on various dates to the address provided by the consumer at the time of their order. All deliveries show signed for by ********. 
  
  The consumer contacted us on 01/12/2023 to advise they did not receive any parts of their order. So, a Lost Package claim was filed with *****, which was denied due to delivery confirmation and signature. So, we emailed a request for a police report stating the value of the loss on 01/18/2023 in an effort to assist. 
  
  On 01/20/2023, we received a notification that a chargeback dispute was filed for 'Goods/Services Not Provided.' Given the dispute, a block was placed on the account to prevent any future orders.
  
  We did not receive a response to our request for a police report. On 01/25/2023, we closed out any Lost Package claims on our end. On 01/27/2023, we received contact from the consumer, we explained that the dispute would need to be dropped to remove the block from the account and that we would also need a police report stating the value of theft. 
  
  The consumer requested a Supervisor and a callback was submitted. The Supervisor was unable to get in touch via phone, so an email was sent stating the need for a police report to move any further. Given that the items all show delivered to the address provided and signed for, we are unable to move further without a police report stating the value of the theft. 
  
  Thank you, 

  Customer response

  03/23/2023

  Thank you for your soon response and I appreciate your help, but I disagree on the matter that the complaint has been resolved, as I still haven’t received any help or information regarding my lost order and the response I received did not address my concern. As a Mexican citizen I'm unable to file a police report, so that solution is not a possibility for me. The only thing I'm expecting, is to get to a solution or any kind of help that I can receive, as I feel that even though I wasn't the responsable, I seem to be the only one that was affected by this incident.

   

  In the American Trucks response they do not even mention my situation as a Mexican customer, and I pay the bill with my Mexican ******** ******* without any problem.

   

  I really hope we can reach a better deal in this situation.

   

  best regards,

  

  Business response

  03/31/2023

  To Whom It May Concern, 

  Due to the shipment showing delivered with signature, the carrier will not accept a claim on the order. We would be happy to look into this further, but are unable to unless a police report stating the value of the order is listed. 

  Thank you, 

  Customer response

  04/12/2023

  [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:

  It has been very complicated and exhausting this matter to which it seems to me that they do not read my writings, I explained that I live in Mexico, so it is not possible for me to make the police report they request.
  
  My order # *-******** never arrived.
  
  My other order #**-******** arrived in perfect conditions and on time to the same address.

  The only thing I request is the support of your successful company and to be able to have the products I need.
  

  So, my request is to solve it in the best possible way and that it is not me who loses everything, for that reason my proposal would be,
  
  A)May you replenish my entire order.
  B)That they make me some very special discount so I can put the order again and buy the things I need. (store check)

  I appreciate your attention very much and I hope you can please help me to finish this matter in a favorable way for you and me as a client.
  
  Thanks a lot.

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

  

  Business response

  04/28/2023

  To Whom It May Concern, 

  We are unable to issue a refund or a check of the order. We have explained to the consumer the process for assistance. The shipping carrier (*****) has already denied any claims stating that the packages were delivered successfully with signature. Unless the consumer or possibly the freight forwarder can provide a police report, we are unable to assist any further in this matter. 

  Thank you, 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Date:January 23, 2023 Order Number:*-******** Amount Paid: $313.93 Website stated creating an install guide can allow a credit of up to $200, or 50% of item purchase price. Process guidelines on website stated that an approval must be made before submitting and that it will take 8-10 business days for approval. After waiting 10 business days for my request to create a guide, I contacted customer service and they stated that I can go ahead and create the guide an submit it. I spent several hours collecting photos and information to create a guide following all of their criteria including tools required, torque values, etc. I submitted the guide on January 26, 2023 and received a response from American Trucks (subsidiary company of American Muscle) that they received the email and will be responding soon. After receiving no response, I inquired about the guide 3 times with customer service and escalated the issue to a customer service supervisor on February 8. I was assured that I would receive a call by the end of the week Friday, February 10. I did not receive a call. My concern is that customers are baited, expecting a credit for creating installation instructions for American Muscle customers, but the stated policy is not followed and customers are left with wasting hours of effort creating a guide and following up with their customer service team. As of February 13, **************.com website has been updated to state "Sorry!... Customer Install guide program is on hold. This was a recent update made after my inquiries to the status of the submission. 

  

  Business response

  03/01/2023

  To Whom It May Concern, 
  

  We followed up with our Marketing Team who confirmed that our installation guide program is on hold. Our website has been updated to reflect this. Since this consumer took time to write a complete installation guide, we have issued a $200 voucher credit for their account as of today, 03/01/2023. 

  A Supervisor followed up with the consumer and confirmed this with them and processed the credit. This matter is considered resolved. 

  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. ↩