ComplaintsforAmerican Muscle

• Initial Complaint

  04/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company has repeatedly shipped me damaged products and their shipment promises are meaningless. Packages arrive late and damaged.

  

  Business response

  05/06/2022

  To Whom It May Concern, 
  
  The  consumer's original order shipped on 04/09/2022. When the consumer receive the shipment, he reported that it was received with shipping damage. So, we set up an exchange and filed a damage claim with ****** The replacement shipped on 04/12/2022. When the replacement was received, the consumer stated that the shipment was also damaged. The consumer preferred to return for a refund at that time. So, a return was set up and a damage claim was filed with ****** We received the order back and the consumer was refunded in full for their order on 05/01/2022 in the amount of $206.17. 

  Thank you, 

• Initial Complaint

  03/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a ***** ******* front bumper to replace the stock one for my ******* from Americanmuscle.com. This order was placed on 11/16/2021 and order number is **-********. I quickly glanced in the box and it looked like all parts were there, but I did not open each part up until yesterday 3/19/2022 as I was waiting to get help fitting it on my car since this was the first time I've made any changes to the body of a car. I took each part out of the box and wrapping and am missing the right lower grill part that should come with the car. This item is shown in the image and has a left and right variant but I only received the left. The item was purchased new. I contacted American Muscle support on 3/19/2022 and received a response on 3/20/2022 stating since the item as ordered past 30-90 days they can no longer return or send a replacement part. I understand I am outside of the period to return, but my issue is that the new item I purchased came with missing parts and they are unwilling to send the missing part or replace this item with a full front bumper set. They offered me a discount if I ordered the front bumper again but this is unacceptable as it cost $859.49 not including tax for the front bumper and I cannot use it as it doesn't include every part in it. I am uploading a receipt email, picture from the website showing all parts, and a picture of all parts received in my house where I am missing the right car lower grill part.

  

  Business response

  04/13/2022

  To Whom It May Concern, 

  We attempted to reach out to the consumer today, 04/13/2022 via phone and email, but have not received a response. We were able to send the missing piece to the address listed on file. We have also sent tracking for this missing piece to their email address. We are currently awaiting a response from the consumer if they should need any additional assistance. 

  Thank you, 

  Customer response

  04/18/2022

  [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:
  

  Yes I have received the lower grill parts. Thank you for the assistance, and I accept this resolution!
  
  Regards,
  
  *******************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ********* exhaust kit for 1,045. dlls. From this company American Muscle I got the part wrong I was not aware that the part was wrong so I made a modification to the part which was powered coating the exhaust tips so when I went to to a mufler shop to get them installed they told me rhat the part was not going to fit that it was the wrong part so I call customer service and addressed my issue with the part being the wrong one and they told me they couldn't do anything since the part had been modified I honestly think that is not fair just because who ever packed my item made the mistake and for me to modified it not getting a refund or credit is just not fair.

  

  Business response

  03/18/2022

  To Whom It May Concern, 
  We state in our returns policy - Please check all merchandise for damage or defect when you receive your order, and before the item is used or installed. - The item was not checked or test fit prior to the consumer modifying the exhaust, which is now considered used. We are unable to accept a return on this item at this time, which was explained to the consumer. 

  Thank you, 

  Customer response

  03/31/2022

  [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 a disabled veteran and cant test fit the part before due to me having difficulty in caring overweight items and at the end I shouldn't have to test fit the parts if this item was placed with the correct vehicle information or description I should say I do not approve their response this item was 1,200 Dlls. For an employee making a mistake I have to pay for it.
  
  Regards,
  
  *************************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called and spoke to a representative about looking for a recommendation on size injectors to purchase. I explained what type of set up we had and he recommended 80 pound injectors for my engine set up. I sent the injectors to have tuned and installed. The technician and informed that they were way too big. I would like to return due to due sales representative error. They will not allow to return for a refund. This is a mistake on their part. We dont have this type of money to waste. Please if you could help with this matter.

  

  Business response

  01/25/2022

  To Whom It May Concern: 
  We had reached out to the consumer on 01/20/2022 in an attempt to resolve the issue, but were unable to get in touch. We have set up a return for store credit on the order since it is outside our standard return policy (30 days). A voicemail was left for the consumer regarding this resolution, but there is no movement on the return tracking label we emailed to the customer and they have not been in contact with us. 

  Thank you, 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted their Technical support on 06/25/2021 about purchasing brakes for my mustang, I spent some time on the phone with their tech support to make sure the brakes i wanted would fit my rims and tires that i also purchased from American Muscle, their tech support looked up my order history and assured these brakes would fit the rims and tires that i previously purchased from them, i received the order and due to covid it was 5 months before i could pay to have the braked installed, we opened 1 rotor and 1 brake and installed them, we checked fitment and the rims came nowhere close to fitting, i made several attempts to get a refund, was told to put them on marketplace by 1 of their reps, then was told i would not be receiving a refund because it was over 90 days, even though i only bought those tires because their specialist said they would be compatible with the rims and tires i previously bought.

  

  Business response

  02/02/2022

  To Whom It May Concern, 
  

  We reached out to the consumer on 02/02/2022 to advise that we will accept a return on the order for store credit. We have also set up a freight return pick up and will be emailing pick up instructions to this consumer. Once we receive the kit back and process the return, a store credit for the amount of the order will be placed on their account for future use. The consumer agreed to this resolution. 

  Thank you, 

• Initial Complaint

  11/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I recently bought a clutch kit from American Muscle, and I had only placed 1 order. After placing the order with American Muscle, I later checked my bank account and saw that 4 payments were pending from American Muscle. Once I saw that 4 payments were pending, I immediately contacted American Muscle and made them aware of the situation, but at first they claimed that I would have to return the parts in order to be refunded. I thoroughly explained to the CSR that I had only ordered one part for $437.89, but they had charged me an additional 3x times. After speaking with the CSR, he told me 1 invoice would be voided, and the other 2 would drop off. I then contacted my bank after chatting via txt with the CSR rep, and asked them about further troubleshooting if AM was to not handle the situation correctly. My bank told me the merchant, which is AM should place a reversal on the duplicate invoices. After getting further counseling, I decided to give AM a call to ensure the problem was handled correctly. I then spoke on the phone to (*****) who I asked to put a reversal on the 3 duplicate payments, to which she said would be handled and to not worry. She also informed that other customers were having a similar situation and that it was a mistake on their end. I asked ***** when should I expect those pending payments to be reversed, and she said within 24 hours. To make a long story short, these pending invoices were not reversed. Currently there are 2 invoices still pending, as 2 had went through. I am asking to be refunded the 1 invoice of $437.89 to the card that was charged and to submit a reversal on the 2 extra invoices. Its ridiculous to be told the situation would be handled, and yet the situation is seemingly escalating to where I need to get my bank involved as well as the BBB. I hopped on this situation immediately with the hopes of a quick resolution, but I have yet to see AM have the same resolve for their billing error.

  

  Business response

  12/03/2021

  To Whom It May Concern, 
  The consumer was charged $437.89 and shipped a duplicate order on 11/18/2021. The customer brought this to our attention and we set up an RMA, including ***** pick up on 11/24/2021. The consumer refused to return the duplicate order until they were refunded. We offered to issue a refund once the return tracking information showed the order had been picked up and on it's way back to us. 

  The pick-up was scheduled for 11/27/2021. Upon checking the tracking information on the pick-up (https://www.*******************************************************************************), the pick-up was refused. This consumer has filed a dispute with their financial institution in regards to this order. 

  Thank you, 

  Customer response

  12/26/2021

  [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 spoke with a CS rep by the name of ****** ext. *** after she had reached out to me and left a voicemail. Before speaking with ****** I had spoken to another CS rep who assured me I was to receive my refund and that it was processing. I explained to ****** that I no longer have trust in AM as I have been told multiple false statements. After speaking with ****** I expressed to her that I have no faith in American Muscle and requested to have my refund issued after speaking with her. ****** explained to me that she could not do that, and one of her supervisors would have to approve my request. I was to receive a call from a supervisor with the authority to issue refunds, however I never received that call, nor was I notified of a specific time or day the package was supposed to be returned. I notified my financial institute of the situation and will not be reaching out to American Muscle to handle their billing and delivery errors. 

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

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife bought a gift certificate from this magazine for me as a gift. It says no expiration, but when I tried to redeem it they said their system didn't recognize the number. By the time I got somebody to respond, I had sold the car that this gift was intended for and I asked for just a cash redemption. They refused. They said they would replace the gift certificate but they have never done so. Now I have a worthless $50 gift certificate and they don't respond to phone calls, and my last attempt to contact them by mail was returned to me undeliverable. We've just moved out of state so I am now attempting again to get them to replace this gift certificate.

  

  Business response

  11/05/2021

  To Whom it may concern, 

  We received email correspondence from this consumer on December 18, ******************************************************************************************************* 2012, and was no longer working in our system. The agent at that time offered to have our finance team look into this further. I am unable to locate any follow-up from this agent after this initial correspondence. 

  We received a letter from the consumer on 12/17/2019 and reached out to him to offer to place a $50 store credit on their account. There was no answer to the call, so the manager at the time left a voicemail. 

  The consumer called and spoke with an agent on 12/27/2019 in regards to the voicemail that was left. The agent explained we can place a $50 store credit on their account, but the consumer rejected the store credit offer and wanted cash value for the gift certificate. It was explained at that time that we are unable to offer cash value for the certificate, but we are happy to place a $50 store credit on their American Muscle account. 

  We haven't received any further contact from this consumer since that time. 

  Thank you, 

   

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a complete demon wide body kit for a 2021 Charger on 9/2/21. Received an incomplete kit was missing the front lip spoiler. Opened a ticket with online support. Was told that they put in a ticket to get it sent out. 1 week later no part, called back was told that it was put in wrong. They told us to return the whole kit. Took the day off from work and returned the complete kit. Week later I received the front lip spoiler. 1 week after being told that they would expedite the order I received a 2nd kit. Next morning I called the body shop and set up the 2nd apt.. That night we opened the box to ensure we have all the parts. Noticed there was no installation hardware, missing fender flairs, and the dumper was to a 2018 Model, will NOT fit the 2021. The bumper was folded in the corners to fit into the box which ruined it completely. I called yet again and was on hold for 40+ min. No longer wanted the product. Choose to return the product. Let the customer service manager rep know we would like to return the product. They put in for another yet another return. I took the day off waiting for ***** Fright to show NO SHOW. I call the next day told they have 3 chance to pick up. I set it up to take yet another day off the fallowing week. They NO SHOW again. I call the fallowing day, was told that they did try to stop, I call BS. They back track and say it was not put in correctly for the return. I tell them I am not willing to take yet another day off from work. I would like to drop off the return to who ever that is supposed to pick it up. They give me a tracking # and tell me to call **** I call them and sit on hold for well over 30 Min. told I can drop it off at the fright center 30 min away. I drive there the next morning to be told the tracking info they supplied was for a small carrier pack. not the fright that was required. I call yet again 50 minon hold to get a bail of lading with a promise the refund would happen the by the end of Oct. It is now Nov.

  

  Business response

  11/18/2021

  To Whom It May ************************************* consumer called and requested to speak with a supervisor on this matter on 11/03. A supervisor spoke with this consumer on that date and assisted with their concerns. A refund in the amount of $1,961.55 was issue to the consumer on 11/04. The supervisor noted that the consumer confirmed they received the refund on 11/04, "Thank you for being the only one to actually help with this cluster. The refund was posted and I can see it pending in my bank account so it looks like everything is finally being taken care of."

   

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  10/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a cat back exhaust Order# ************. When I was looking to buy the item, website stated there is open box option. I clicked on the link for it. The link took me to the same page/description for the part I was just on. not a description of what was actually being sold. Since the link points to the new item, I’m thinking it’s a complete unit that was returned and had damage or dents. Cosmetic damage or dents aren’t a problem if it works as designed. Item I received was missing a right side tail pipe and a connection flange for one of the short 6” pipe. That’s a problem. Almost half of the exhaust system is missing. I spoke to CS who said email pics and we will send the missing parts. When I called to check on status, cs stated they will not send the parts. They said refund only. I want the missing parts or exchange. It’s not right. I can’t even install this. Its useless. Please help. Send me correct parts or exchange for another unit. I wanna stay a loyal customer.

  

  Business response

  10/26/2021

  To Whom It May Concern, 
  
  The consumer reached out on 10/15 to advise the tail pipe and tip were missing. The agent asked the consumer if he had reviewed the photos prior to purchase, which he confirmed that he did. The consumer then spoke with another agent who sent him an email requesting photos. The agent stated we would check to see if we had anything available or to set up for a return once we received photos. Given it's an open box order, we do not have the piece available. So, a return for a full refund back to original method of payment was set up. 

  I do not show any contact where we guaranteed an exchange or replacement of the parts. 

  Thank you, 

  

  Business response

  11/05/2021

  To Whom It May Concern, 

  A supervisor reached out on 10/29 and 11/02 to this consumer and provided $100 in store credit. The consumer accepted this resolution and this matter is considered resolved. 

  Thank you, 

  Customer response

  11/10/2021

  [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

  10/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  April 22 2021 placed an order but never received it, This crooked company won't and would not give me my money back or send a replacement or do anything to go me they just make you run around like a chicken without a head, And keep playing games they are the worst company I have attempted to online shop with it and it's a shame they are criminals.

  

  Business response

  10/14/2021

  To Whom It May Concern, 
  
  Our records indicate their order of the *** Cold Air Intake was delivered on April 24, 2021. The consumer advised that they had not received it, so a lost package claim was filed with *****. ***** confirmed the package was delivered to a secure location at the consumers residence and they closed the lost package claim. 

  So that we may assist further, the consumer was asked to supply us with a police report stating that the package was stolen. The consumer did not provide a police report and instead filed a dispute with their financial institution. They have since dropped the dispute, but we have put a hold on their account as a result.

  We are currently waiting for the consumer to provide a police report in regards to the stolen package so that we may assist them. The consumer was advised of this on 10/12/2021. 

  Thanks, 

*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. ↩