ComplaintsforAmerican Trucks

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ******* Cold Air Intake for my 2019 **** ******. I received a ***********CAI for the wrong year of truck a 2015-2017 **** ***** and more importantly received the wrong steel heat shield. It will not fit and I would like to receive the proper year and size of heat shield. There was not a second verification check mark on the packing slip next to the heat shield and the instruction's inside are for the wrong year 2015-2017. I did not realize they shipped the wrong CAI until after I installed it and got to the last peace that did not fit, the (heat shield). Everything else fits except the heat shield. So I would like a simple resolution of receiving a proper sized heat shield. There solution is to have me disassemble the entire CAI put the stock pierces back on and return the wrong ******* CAI they shipped by mistake. They would also have the ability to say the parts are used/damaged during the return shipping or as used on my truck. I just want my correct sized heat shield I ordered. I could send back the wrong sized heat shield they sent by mistake. My latest support team ticket number is ******** with American Trucks.com

  Business response

  06/14/2023

  To Whom It May Concern, 
  
  A replacement order was shipped to the customer on 05/19/2023 so that the consumer could swap the heatshield without having to uninstall the cold air intake. A pick up was set to return the rest of the kit. The return was received on 06/06/2023. 
  
  This matter is considered resolved. 
  
  Thank you, 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order defective o ordered and payed to have installed 2 sets of defective ***** gears inwhich is pictured. I returned both sets they used a 3 parts company for warranty the price I payed 881.90 cents with shipping and extended warranty the new set of gear they just sent is 630.98 difference of 250.91 the company want me to eat because of defective ***** gear set plus I spent 500.00 labor to have installed

  Business response

  05/11/2023

  To Whom It May Concern, 
  
  The consumer accepted the Motive Gear kit in place of the ***** kit as a replacement since the ***** kit had been discontinued. This agreement was arranged with the extended warranty company. On 04/27, the consumer was offered a store credit for the difference in pricing, which they accepted. A store credit in the amount of $135 was placed on their account today, 05/11/2023 for their use. 

  Thank you, 

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have sent me the wrong part 2 times now . I call and ask for a return phone call which I don't receive . I have tried to resolve this but they are un cooperative in getting it correct

  Business response

  05/11/2023

  To Whom It May Concern, 
  The  consumer placed an order for an ****** throttle body spacer on 04/12/2023. The consumer called on 04/15/2023 to report they received the wrong color. An exchange for a replacement was set up at that time. On 04/24, the consumer contacted us to advise they received the wrong color once more. A new exchange was set up and a replacement was sent. 

  The consumer called us on 04/29 to advise it was still not red, but in fact black. Agent check manufacturer information and found that the spacer was no longer made in red, but is now black. A return was set up for a refund. The consumer was refunded for the order on 05/03/2023 in the amount of $154.79. Our website has been updated to reflect the correct color. 

  Thank you, 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered new exhaust on 3/14 for 843 dollars with the guarantee it was supposed to arrive by Wed 3/19. set up appointment to have it installed by separate business on same day. part doesn't come when it was said to called into customer service just to get lied to by some lady with a attitude problem then she hung up on me in middle of call. told them I would like my money back I can't wait for part any longer they then offered 15 percent refund for inconvenience but I refused I would like my refund

  Business response

  05/11/2023

  To Whom It May Concern, 

  The  consumer placed an order for the exhaust system on 04/14/2023. The consumer contacted our Service Team 3 times on 04/19 because the tracking information did not show any updates. They requested to speak with a Supervisor and a callback was placed. The consumer spoke with a Supervisor the same day and was advised that we had to allow 3 business days for tracking to update before we could submit any lost package claims. Consumer was advised we were unable to issue a refund at that time. 

  The consumer was offered a 15% discount previously. The supervisor processed the discount, which totaled $136.72. This was issued to the consumers original method of payment on 04/19. On 04/20, movement was detected on the package. A Supervisor called the consumer, leaving a voicemail advising them of this. The package was confirmed delivered to the consumer on 04/25/23. 

  Thank you, 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased parts for my truck on march 7, For $1375.83 Parts then said delivered on march 10th. I came home from work and no packages was at my house. I then called the company “ American Trucks” American trucks called my local police department and had the police sent to my house. As if American trucks was calling me a liar. Told me they can’t issue a refund without a police report. So I got the police report from the police, I then sent the police report to American trucks They told me the refund would be issued to my debit card in 7-10 days 10 days went by and I didn’t receive anything. I then called them and they told me it won’t send for some reason. That they have to send me a check in the mail. And I would receive a check in 10 days. Another 10 days went by I still didn’t have the check. I called them again and now they are telling me 3 months. This company is avoiding sending me my refund. My order number with them is **-******** I just got off the phone with someone again from American trucks and I said to them all I want to know is if my check has been mailed out yet? And they tell me they don’t know. I asked to speak to a supervisor and the supervisor also tells me they don’t know. It could take 4-6 months My email is  ******************** My phone number is ********** If anyone would like to contact me.

  Business response

  05/26/2023

  To Whom It May Concern, 
  
  The consumer reported they did not receive their order on 03/12/2023, though tracking shows delivery with photo proof. A lost package claim was filed at that time. As part of our lost claim process, the consumer was asked to provide a police report on 03/15/2023. The consumer reported that they were unable to obtain a police report from their local PD. The consumer advised that they did not wish to go back to the police station. So, a supervisor contacted local PD for more information and was advised they could assist with a police report for this matter. 

  Once we received the report, a refund was attempted, but the card on file would not process the refund. So, a check request was submitted. A check was mailed to the consumer in the amount of $1,375.87 on 05/16/2023. Tracking number ****************** confirmed delivery of the check. 

  Thank you, 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I’ve ordered multiple parts from this company , and the last parts iordered for the same vehicle they ordered me the wrong year without my knowledge, when I got ready to install these parts on the vehicle, it took fabrication to get them in and that’s when we realized they would not fit correctly and they were the wrong parts. I have since then called and tried to get in touch with a *** ****** that is over there supervising department and he has failed to call me back on numerous times several of attempts to try to get in touch with him. I now have over $5000 damage to my truck because they did not listen and order the correct parts and send me the correct parts.

  Business response

  04/27/2023

  To Whom It May Concern, 
  The consumer placed an order on 12/07/2022, which included the purchase of ********** Fender Vents. On 04/03/2023 the consumer reached to advise that they took the vents to the shop. The shop cut the fenders, then realized the vents were not correct the truck year. The consumer requested a Supervisor and a callback was submitted. The consumer reached out again on 04/04/2023 to advise they had not received a call back yet from a Supervisor and the callback ticket was noted, still awaiting a follow up call. 

  On 04/05/2023, the consumer called requesting a supervisor. No supervisor available at that time, so a new callback ticket was submitted. 

  On 04/06/2023, the consumer reached out and agent was able to make contact with Supervisor. Supervisor advised they would contacted them back that day. Consumer reached out again same day and was advised of the same. Supervisor reached out to consumer and offered resolution of refund of the part, $169.00, and a $300 voucher credit that they could use towards a future order. Consumer accepted resolution. A refund of $182.95 was issued to the consumer and a $300 voucher credit was placed on their account for their use. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  04/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company keeps sending me damaged and incorrect items and is now also refusing to send me a replacement for the incorrect item that was sent.They expect me to pay more for a higher price item when they still have the item there that I ordered.

  Business response

  04/27/2023

  To Whom It May Concern, 
  
  The consumer placed an order on 03/11/2023 for ******* **** ****** ***** Back Machined Wheels. On 03/15/2023, the consumer reported that one of the wheels arrived with damage and appeared to not be new. We set up an RMA for an exchange. A replacement wheel was shipped on 03/17/2023 and arrived 03/20/2023. 
  
  The consumer placed an order on 03/29/2023 for ***** ******* Towing Mirrors w/ Smoked Turn Signals through our open box program. On 04/02, the consumer reached out to notify us that the mirrors they received were non-heated w/ amber turn signal lenses. Upon review of the photos from our open box team, it appears that they were listed incorrectly. 
  
  Since this is an open box item, they are one off items sold as is, we do not have a replacement. Customer was offered to return for a refund and also provided a $20 voucher credit for a future order. The consumer returned the mirrors and a refund was issued for the order on 04/06/2023 in the amount of $70.02.

  Thank you, 

  Customer response

  05/09/2023

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

  They never said the mirror's were listed incorrectly and just refused to send the correct part. They even relisted them again after they were returned under the same part number advertising them as smoked mirror's when they aren't.

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

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on American Trucks using ****** pay in 4. The order was placed on 2/03/23 order number *********** for a total of $1167.11, spread among four parts. I realized I had ordered the wrong part, and initiated the return process. As part of the return process, I provided photos of the product (a tuner priced at 419.00) showing it is still sealed and unused. I was given a RMA number, and an email containing instructions for return on 2/5 and I shipped the package on 2/07. Package was marked delivered 2/09, and American Trucks confirmed receipt (***** on the phone 2/14). Tracking number: ****************** On 3/02 I opened a dispute with ******, as they had not received the funds from American trucks - and they could not credit what I owe with the returned amount. Originally ****** opened the dispute for the full amount, but that was corrected to the part in question on 3/07. ****** received information from American Trucks on 3/13, and sided in my favor on 3/16 issuing me the 419$ as a credit.I just went to make a purchase on American Trucks today 3/31, had the funds withdrawn, and the order immediately cancelled. When contacting support, they cancelled the order and blocked my account due to the above chargeback. They claimed since I never provided them a tracking number for the return (there was no form or process on their return instruction, for including a tracking number), thats why they held the funds.American Trucks is actively withholding refunds from customers, as well as unlawfully taking money, and then cancelling orders (which means the money could be returned in 3-5 business days). All in all very troubling business practices.

  Business response

  04/27/2023

  To Whom It May Concern, 
  
  The consumer placed their original order on 02/03/2023. We received contact from them on 02/05/2023 requesting a return. An RMA was provided and at that time the consumer elected to use their own return method.
  
  Our system logged the return on 02/14/2023, but the credit did not process back to ******. We received notification from ****** of the dispute on 03/03/2023. We were unable to process the credit at that time due to the open dispute. 
  
  The consumer reached out on 03/07/2023 inquiring about the refund. Since there was an open dispute, we were unable to issue the credit. ****** issued the credit to the consumer. resolving the dispute.
  
  Due to the dispute on file, the account has been blocked from any future orders. 
  
  Thank you, 

  Customer response

  05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the business did not provide any reasoning why my refund wasn't credited after 17 days of waiting. At this point I had no choice but to approach ****** for their help in resolving the dispute. To add insult to injury, the business has now blocked me from making any purchases after they willingly withheld the refund funds for over two weeks with no reason.
  
  Regards,
  
  ***********************
  

  Business response

  05/31/2023

  To Whom It May  Concern, 

  ******* is assisting the consumer with the refund for the order. We are unable to take any further action at this time. This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Made and online purchase on 2/13/23. Merchandise was supposed to arrive in 2/20/23 however, change in the system showed to be delayed with no shipping date. I immediately requested a cancelation however, I continue to be told that their vendor has to confirm the cancelation prior to issuing a refund. On 2/27/23, I spoke with another customer service representative and advised him that I did not purchase from their supplier, I made the order from American Trucks. They are refusing to reimburse the money paid to them for merchandise I have never received, not has even shipped. Order number is ***-******** in the amount of $1,583.37. The order was for 4 *** ******* wheels 22"x10.5". Their actions continue to constitute Theft.

  Business response

  03/29/2023

  To Whom It May Concern, 
  The  consumer placed an order with us on 02/13/2023. At that time, the order was expected to ship directly from the vendor between 02/20-02/23. The consumer reached out asking for an update on 02/17 and was advised of the estimated ship date from the vendor. 

  On 02/21, we received contact from the consumer inquiring about the status of the order. We had not received an update from the vendor, so we sent a request for tracking information. The consumer contacted us again on 02/21/2023 advising us that *** had gone out of business and checking again on the status. We then received another contact on 02/21/2023 requesting a cancellation for the order since they had not received confirmation of shipment yet. 

  The consumer followed up on 02/23/2023 asking about the status of the cancellation request. We advised that the vendor had not provided cancellation confirmation yet and we were awaiting their respond to the request. Consumer contacted us on 02/24/2023 for an update on the cancellation request, but we had not received an update at that time, we were expecting an update on the cancellation request by end of day 02/27. 

  The consumer followed up on 02/27/2023 asking to have their refund immediately. The consumer was advised that we had to allow until the end of the day for the vendor to provide an update. The consumer asked for a supervisor, stated they were going to contact the FTC and ultimately disconnected with the agent. 

  The cancellation request was processed and a refund was issued on 02/27/2023 in the amount of $1,583.37. 

  This matter is considered resolved. Thank you. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction was done 02/07/23 The amount was 205.38 The seller sent me an email asking for a delivery conformation on 02/14/23 it also stated that if you haven't received the product to wait 24 to 48 hours and then contact them. I contacted them on 02/16/23 and they gave me the run around. After several emails back and forth they then asked if I wanted a different product in exchange for the one ordered. I do not want another product. I want my money back!

  Business response

  03/09/2023

  To Whom It May Concern, 
  We received the consumers order on 02/07/2023. The order was originally expected to ship directly from the vendor between 02/13-02/15. We received an email from the consumer on 02/16/2023 asking for a status stating that they received a delivery confirmation email. We were unable to locate any delivery confirmation email send from our end. The order was expected to ship on 02/17/2023, which we advised the consumer. 

  The agent and consumer continued a conversation throughout the day via email. The consumer expressed that they felt this was a scam and wanted the order cancelled and refunded. The agent offered alternative items in the event the consumer did not wish to wait for the floor mats to ship. The consumer preferred to cancel and a refund. Prior to the receipt of this email, the order had shipped. 

  On 02/17/2023 we received notification that the consumer filed a chargeback dispute with their financial institution stating 'Goods/Services Not Provided.' Due to this, their account has been blocked from any future orders. 

  The order was confirmed delivered to the consumers address on 02/20/2023 via ***** along with photo proof of delivery. 

  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. ↩