ComplaintsforAmerican Muscle

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The transaction occurred on February 02, 2023 for the amount $1,413.66. The wheels are advertised to fit the 2006 ******* with no disclaimer that the wheels will protrude outside the fender wells. There is no notes, or disclaimers on American Muscle's website that makes the buyer aware that these wheels will protrude past the fender wells. I have contacted American Muscle twice and they have a policy of no return on wheels. I understand the policy, but I feel as though I was misled that these wheels appropriately fit the 2006 **** *******.

  

  Business response

  02/22/2023

  To Whom It May Concern, 

  We provide all wheel details on our product page, including wheel offset and backspacing, so that the consumer can make an educated purchase. There are also customer photos and on car product photos so that the consumer is aware of what fitment may look like. 

  Although tires were mounted to the wheels and installed on the vehicle, which is considered used, a supervisor made an exception for return on 02/09/2023. An RMA was set up for the return and labels were sent. Given the nature of the return, the consumer was responsible for return shipping, which totaled $120.00. 

  A refund in the amount of $1,293.68 was issued to the consumer on 02/17/2023. This matter is considered resolved.

  Customer response

  03/09/2023

  [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

  02/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Feb 4,2023 I received a catalog from American Muscle. I called to order part ******, dash overlay kit. Catalog edition number **********. It lists item for $169.99. When I called they said the price was $344,99. This item is listed in their spring 2013 paper catalogue in multiple places. I spoke with *************************** who spoke with his supervisor. He would not honor the price listed in the catalog. I believe this is false advertising or bait and switch. I would like to buy the item for $169.99.

  

  Business response

  02/21/2023

  To Whom It May Concern, 
  
  On the inside cover of our catalog, we list a disclaimer which states "Prices may change without notice. We make every effort to include accurate information, but will not be held liable for any inaccuracy in pricing or description. For the most up-to-date products and pricing, please visit AmericanMuscle.com."

  Especially in more recent times, cost of labor and materials may change, causing the manufacturer to update pricing. Since the catalog is printed, we cannot update pricing as quickly as we can online. This is why we list the up-to-the-minute pricing online disclaimer in our catalog. 

  Thank you, 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 24th at 10:02 pm EST, I received an order confirmation email from AmericanMuscle.com confirming order number 1-50370149. I reached out at 10:20 pm to inform them that I did not make this purchase and it was unauthorized. Apparently, someone hacked my AmericanMuscle.com account and purchased a **** Performance Gen 2 Coyote Hi-Performance Camshaft Drive Kit (***** Mustang GT) item # ****** for $964.06. The order was being sent to *********************************************************************** and I live at *******************************************************. According to AmericanMuscle.com, someone contacted them via chat to change the shipping address. I contacted AmericanMuscle.com several times to let them know I did not make the purchase and needed a refund. They said they would try to intercept the package with ****** This was unsuccessful and the package was delivered and signed for by ******************. They told me to contact my bank and issue a stop payment. I contacted **** ** ******* to dispute the charge. They told me to contact the merchant for a refund. After going back and forth with both AmericanMuscle.com and **** ** ******* for days, AmericanMuscle.com stated they would file a lost package claim, try to recover the item, and issue a refund. If they couldn't retrieve the package, we would need to get a police report and they would be able to issue a refund after that. We've done everything AmericanMuscle.com has asked and now they are refusing to issue the refund. They stated because they did not receive the package back, they cannot issue the refund. We have consistently told them this was an unauthorized purchase, fraud, with a police report to support and they still refuse to issue the refund. We are currently still working with the bank to resolve this as AmericanMuscle.com is refusing to help us in any way. I have attached a copy of the police report as well as the correspondence with AmericanMuscle.com that occurred outside of phone calls.

  

  Business response

  02/16/2023

  To Whom It May ************************ consumer reached out to us on 01/25/2023 to advise they did not make the purchase. At that time, we submitted a request to have the package re-routed back to us. We also advised consumer to contact their financial institution to file a dispute. 

  On this same date, we placed a block on the account so that no further orders could be processed. It seemed that we were being contacted by multiple people on this order at the same time. On 01/27, we received contact from the consumer requesting a supervisor. They spoke with a supervisor at that time who informed them that any reported fraud would have to be handled through their financial institution directly via a dispute. 

  Then, on 01/31, we reached out to the consumer via email again advising that the consumer file a dispute with their financial institution and asking if they have a police report that they may be able to provide so we can attempt to assist further. The consumer was able to provide a police report, so on 02/01 we issued a full refund on the order in the amount of $964.06. 

  This matter is considered resolved. 

• Initial Complaint

  01/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I do not subscribe to American Muscle Magazine. They send about 30 magazines to my house every week. It's horrible for the environment and just annoying. I have called multiple times to make this stop and they assure me I will not receive any more. They have lied to me 3 times now because I keep getting stacks of magazines. They are not addressed to me. They should be ashamed how terrible their customer service is and that they blatantly send out 40+ magazines on the same exact day to one address. Even if I subscribed I would not want 40 at a time. This business is terrible and I will never use them.

  

  Business response

  02/13/2023

  To Whom It May *********************** were unable to locate any information for this consumer using the information provided. A supervisor reached out today, 02/13, so that we can assist further with a catalog unsubscribe request. They left a VM inviting the consumer to call in.

  Waiting on a response from the consumer. 

  Thank you, 

  
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 14, 2021, I ordered *** **** * Gloss Black Wheel; 20x9.5, item # *********, order # **********, for $309.99 plus $17.40 tax from americanmuscle.com. I received an item that looked used. I contacted them, they gave me store credit for $85.50, and I kept the item. When the tread on my current tires were finally worn down, I ordered new tires to go on my new wheels that I had been saving for over a year. When I opened the box again, on January 17, 2023, I realized the wheel I had ordered didn't match the rest, although it did look similar. The box that it came in said *** **** * Gloss Black Wheel; 20x9.5, and even has labels with pictures of the *** wheel on it. The wheel I received was actually American Muscle's Brand Magnetic Style Gloss Black Wheel. I'm not sure on what size this wheel is so I can not say the exact item number. I contacted American Muscle twice on January 18, 2023 to try and remedy this. They told me it is outside of their return period, that I had received store credit for this order to keep it, and there is nothing they can do about it.I believe I received an unordered item, I was charged for an unwanted item, and that they never shipped the item I ordered.

  

  Business response

  02/03/2023

  To Whom It May Concern, 
  
  We advise our consumers to inspect the parts when they are received and to report any issues within 30 days so that we can assist. The consumer did reach out regarding the wheel to report that it appeared to be second quality on 06/18/2021. They did not raise any other concerns at that time. We no longer carry the wheel in question and given the amount of time that has passed since original purchase, we are unable to assist with any exchanges or refunds. 

  Thank you, 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Purchase:12-22-2022 Amount Paid: $861.86 Item: Proven Ground Aluminum Retractable ******* Cover (***** *-*** w/ 5-1/2-Foot & 6-1/2-Foot  Bed)Problem: Long story short I ordered a ******* cover it came scratched on the top, I took a credit to avoid the hassle of boxing it back up and sending it back. They claimed that it was going to be non-returnable because I took a credit. About a dew days later the retractable unit started rattling when turning and going over bumps asked the manufacturer if this was normal and they advised me to get a replacement. American Trucks refused to give me a replacement because they said it was non-returnable. So because I accepted a discount for a scratch on the top of the unit they will not help me now because its rattling and sounds like a hooptie. I didnt want my money back I just wanted a unit that did not rattle and make a 70k truck look and sound like garbage!

  

  Business response

  02/01/2023

  To Whom It May Concern, 
  The  consumer originally accepted an offer to keep the ******* cover 'as is' for a partial refund. At that time, it was explained that the cover would no longer be returnable for any reason, which they accepted. 

  Given the amount of time the consumer has had the cover, we are making an exception for an exchange. A supervisor reached out and spoke with the consumer today, 02/01/2023, to make this offer. The consumer accepted and we are exchanging the cover. We have set up to send out the new cover first and will have the defective cover picked up. 

  This matter is considered resolved. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I *************************** ordered *** Projector LED Headlights; Black Housing; Clear Lens (18-23 ******* **, ********)Item #: ****** on 12/01/2022 I never received any updates so I decided to cancel the order. The Order # **-********. I was told I was going to get my refund on 12/28/2022 I never received it. Everytime I ask about the refund they just keep giving me the runaround by saying wait another 24-48 hours. I feel like I am being wronged and something needs to be done

  

  Business response

  01/18/2023

  To Whom It May Concern, 
  The headlights were shipping directly from the vendor. We submitted a cancellation request on behalf of the consumer on 12/23/2022. We were expecting an update from the vendor by 12/29/2022 with either confirmation of cancellation or tracking information if the order had already shipped. The vendor did not respond by the 29th. 

  So, we continued to follow-up for a resolution and were able to finally gain confirmation of a cancellation on 01/06/2022. The consumer was refunded in full for the order in the amount of $784.80 as of 01/06/2022. 

  This matter is considered resolved. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased wheel and tires along with hardware to install on my 2007 ******* **. This was in April of 2022 and the return was confirmed. They sent me the return through fed ex and was confirmed they have received it. I was told it will take 3 months to receive my full reimbursement. The total amount is $1,461.00 and on December 8, 2022. I only received one check in the amount of $691.91. I have proof from multiple manager agreeing that I am owed the $1,461.00. I also have proof through my bank of the purchase amount. American Muscles tried multiple time to reimburse my debit card but do to my wallet being stolen it was unsuccessful but still proves they agreed to the full reimbursement amount. They stated back in April of 2022, they will send me a check for the full amount but to date I only received a check in the amount of $691.91, in which I have not cashed so to the fact I dont want to create further confusing.

  

  Business response

  01/04/2023

  To Whom It May Concern, 
  
  We processed the consumers return on 05/18/2022. At that time, we attempted to issue a refund, but it was bounced back due to 'invalid card number.' So, the refund automatically was issued as store credit. On 08/3/2022, the consumer contacted us to advise that they would prefer a refund back to them instead of store credit. A check request was submitted but erroneously closed. So, a new request was submitted by a Supervisor directly to our finance team on 09/01/2022 after the consumer reached out to us inquiring about the status. 

  We received contact again from the consumer on 11/18/2022 for an update. At that time, a Supervisor requested an update so ensure the consumer receives their check. The consumer followed up on 12/08/2022 advising us that they only received a partial refund in the amount of $691.91. The consumer remained in contact with us throughout December as this was looked into with Finance Team. 
  
  Today, 01/04/2022, we received an update from our Finance Team that they only have one request on file for the $691.91. So, they are putting in the remaining refund of $690.01 for approval today and the check will be mailed next week. 

  Thank you, 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a rotating assembly with an advertised compression ratio of 11:1 with 58cc heads. The kit arrived but in the box were low compression pistons only capable of making at best 10:1 compression as advertised. I just need the pistons swapped out for ones that have less cc valve reliefs. I have provided the part number of the piston kit that I need to swap out for the ones I was sent. I am not sure what the issue is as there have been no attempts to rectify the issue. I am being told "we are waiting on the warehouse.". I have offered to contact the warehouse myself with the part number that I need to have exchanged, but I have yet to get a response.

  

  Business response

  12/29/2022

  To Whom It May Concern,
  The consumer reached out on 12/8/2022 to advise that he did not receive the correct pistons that would provide the advertised compression ratio. Since this time, we have been in contact with both the consumer and the manufacturer. 

  On 12/15, one of our Supervisors was able to make contact with **** *********** and they advised they would assist with a piston swap, but we have not received an update from them since that time. We have continued to keep the consumer updated throughout this process. 

  The consumer is welcome to return the kit for a full refund, however, they are in the process of an install. So, we are attempting to work with the manufacturer, **** ***********, to come to a resolution for the consumer since we do not have just the pistons to ship to the consumer. 

  The most recent update to the consumer was provided on 12/28/2022 to advise we are continuing to attempt to contact manufacturer for a resolution. Our Merchant Operations Team reached out to the manufacturer again on 12/27/2022 and we are awaiting a response. 

  We are continuing to work on this for the consumer so we can come to a resolution. 

  Customer response

  01/03/2023

  [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.   **** doesn't manufactur pistons they buy them from ***** and ship them out, the same as you.   Buy them from somehwhere else and ship them to me.  **** obviously is not cooperating.  I bought them from your website, not scats.  
  

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

  

  Business response

  01/12/2023

  To Whom It May Concern, 
  We made contact with **** *********** and they followed up with the consumer directly today, 01/12/2023. It was determined by the vendor, **** ***********, that the pistons received are correct for the kit purchased and advertised. At this time, the consumer is welcome to return the kit for a refund given the circumstances. We are unable to offer any other pistons as we do not carry them and the kit we originally sent was determined to be correct. 

  Thank you, 

  Customer response

  01/25/2023

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

  The pistons are NOT correct for the kit advertised. There is no combination of parts available to net 11:1 compression with the pistons I was sent, as per the advertisement.     Since you advertise 11:1 compression with 58 cc heads, please provide an example of the rest of the engine components necessary to complete the build. 
  
  Regards,
  
  *******************************

  

  Business response

  02/03/2023

  To Whom It May Concern, 
  Our contact with **** *********** confirmed we have the kit listed correctly on our site on 01/12/2023. They also confirmed the consumer received what was listed. We have offered to return the kit for a refund if the consumer is not happy with it given the circumstances. If the consumer would like to purchase an alternate set of pistons for their build, we recommend reaching out to **** *********** directly. 

  This matter is considered resolved. 

  Customer response

  02/08/2023

  [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: 

  ***** at **** provided me with the marketing information in it's entiretynand stated that the discription on your website does not match the parts sold.  I have the documents to prove that. Provided to **** and now BBB.  The highlighted pages prove the advertised compression ratio of the part number to the kits **** sells. The one you sold me is not correctly listed on your website.  This is information directly from ***** at ****.   

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

  

  Business response

  03/17/2023

  To Whom It May Concern, 
  
  We  had also been in contact with *****, who provided that the listing on or site was correct. At this time, we are still able to make the exception for a return for a refund if the consumer does not wish to keep the kit they received. We have no further resolutions to provide. 

  Thank you, 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ***** long tube beards from this company. When I drop off the car to the shop November 6. I thought everything was going fine until I got a call from the shop November 7 that one of the headers where the O2 Sensor goes wasnt fully thread it. I took a video of it when they show me. So I had called American muscle November 7 to discuss the issue that we are running into. The only option that I have from the shop would be to get the header weld it with a threader so the O2 sensor could come in and out without a problem or they would force the O2 sensor in the headers where they wouldnt be able to take it out so if the O2 sensors ever went Out I would have to replace the whole header. I explained this to American muscle and the only choice they gave me was three choices were to return the item and get a new one which the only problem is shop already stalled the left-hand side to the driver side headers. So the shop would've charge me more money to take it off and put the old ones back on and then ship it back out and wait for another new set which that wasn't an option for me at that moment the other option they gave me was they would only give me $275 credit which I think it was a slap in the face and the next one option-was they would only give me $137 put back on my card which I thought was crap. I was Very frustrated with the solution that they gave me. The lady end up hanging up on me cause I was upset and I felt like they weren't working with me. So I called back again but solution after both headers were installed and had to make that decision because no muffler shops were available at that time for them to weld in a threaded cap for the O2 sensors to go in and out if they were to go bad. So now I'm stuck with if the O2 sensor ever goes out on the right side which would be the passenger side I would have to replace the header for me to do this. I felt I was stuck in the middle and had no way out of this situation. American muscle is Responsible

  

  Business response

  12/08/2022

  To Whom It May Concern, 
  The consumer called to report the issue with the parts received on 11/7/2022. Since it's already partially installed, we offered to set up an exchange and send a replacement set first so he could swap in the side he needs. We also offered to provide a partial refund of $137.50 or a store credit of $275.00 to keep the kit as is. The consumer denied both options stating that he would be better off disputing the charge. 

  We also advised the consumer per our policy, which is also listed on our site, AmericanMuscle.com is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts.

  The consumer reached out again on 11/8/2022, but was still unsatisfied with our options to assist. 

  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. ↩