Business Profile

Truck Parts

American Trucks

Headquarters

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Complaints

This profile includes complaints for American Trucks's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

96 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed order number 36-29180250 today 12/30 for a muffler delete pipe for my *** ****. Found out an hour later that the part is illegal to sell or be installed in New York State where I live. Contacted customer service immediately about an hour after order to cancel the order and was told by rep and supervisor that they cant cancel the order. I advised its an illegal part and referenced the SLEEP ACT of 2022 passed by ********** that defines this part as an illegal exhaust modification and cannot be sold or installed in NYS but rep and supervisor refused to cancel order. I need the order canceled and payment methods reimbursed.
Business Response
Date: 01/23/2024
To whom it may concern,
This order was canceled and refunded to the consumer.
Thank you.
Customer Answer
Date: 01/26/2024
[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
Date:12/31/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’ve ordered 1 singular wheel, and have received the wrong wheel every time even after placing an order for a very specific wheel. I’ve been out of a vehicle for over a month and have had to call out and miss multiple days of work due to not having a functioning car due to this particular issue.
Business Response
Date: 01/17/2024
To whom it may concern,
We apologize for the inventory issue that occurred with this wheel and the resulting experience of the consumer.
I see that we have corrected the issue and the correct wheel has been shipped out to the consumer.
Again we apologize for your experience.
Thank you.
Initial Complaint
Date:12/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paid for installation to American trucks. They made an appointment to have my truck done. They called the business approving the job and paying the bill but never paid. Now the business will not hand back my truck. I have 1 vehicle and no form of transportation and have a neurosurgeon visit today.
Business Response
Date: 12/14/2023
To whom it may concern,
The consumer was on the phone with our agent when the shop contacted the consumer to let them know the bill was paid.
The payment is provided to the shop upon completion of installation.
The install is complete and paid.
This matter is considered resolved.
Thank you.
Customer Answer
Date: 01/09/2024
[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:
There should be some compensation for illegally holding my vehicle.

Regards,

***********************
Initial Complaint
Date:12/02/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a tailgate assist for my new ****. It never arrived, I emailed support and they responded they had delivery confirmation. I responded, I only have one truck, and I'm not trying to pull a fast one I just want my tailgate assist. to that they never replied.
Business Response
Date: 12/14/2023
To whom it may concern,
We have reached out to the consumer to offer a replacement item.
We left a voicemail for the consumer to contact us back. Before we ship the replacement we need to confirm the shipping
address to make sure it is correct, since they did not get the original order.
Thank you.
Customer Answer
Date: 12/20/2023
They want me to pay 12 more dollars yo get the tailgate assist. I don't want to pay any more, send me one or refund my money, Thank you
Initial Complaint
Date:10/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a set of ***** Projector Lights for my F150. Immediately after install, one of the headlights developed condensation inside. I reached out to American trucks for a solution to correct the problem. Here is there reply:"Hello ****, Thank you for contacting American Trucks! We are sorry to know about the moisture inside the lamp lens. Condensation happens during cold weather. The air inside the lights heats up when the lights are on. Once the lights are off, the air cools down, and that develops moisture due to condensation. There are some remedies to eliminate condensation. You can eliminate the condensation by turning the headlights on. The heat causes the moisture to evaporate or you can use a hair dryer. You can also remove your headlights or tail Light assembly, take it apart without breaking the seal, and dry the parts out individually with a hair dryer. Most headlights and tail lights are not made to be airtight so at some point, there will be condensation in them. Hope this helps. Feel free to contact us if we can be of any further assistance. Sincerely, *******. Customer Service Associates"
Business Response
Date: 10/30/2023
To whom it may concern,
The consumer purchased the headlights in March of 2023, and contacted us in April to discuss the condensation that they were seeing.
Our customer service did provide them remedies to address this issue. As the customer service agent advised the consumer- Most headlights
and tail lights are not air tight and condensation can occur.
Thank you.
Customer Answer
Date: 11/16/2023
The business is incorrect in their answer regarding condensation, this should not occur since the housing is sealed. Secondly, their suggestion to fix the problem was to remove the light fixture (a 30 minute process to remove and another 30 minutes to reinstall) and then wipe the condensation off with a cloth. This cant be done because the light is sealed. I completely reject their ridiculous answers and effort to take responsibility for their faulty product.
Thank You,
*********************
Business Response
Date: 01/24/2024
To whom it may concern,

Our customer service provided remedies for the consumer to address the condensation build up. Unfourtunely, most headlights
and tail lights are not air tight and condensation can occur. Some consumers after drying out the condensation will apply a silicone headlight sealant which comes in a tube and is usually less than $10.
Thank you.
Customer Answer
Date: 02/08/2024
Hello,
This complaint is not resolved. The company doesn't want to correct the problem and their suggestions to fix the problem are truly ridiculous. Also, their claim that "most headlights and tailights are not sealed" is completely false. How many cars do you see withy moisture dripping on the inside of the light housing? American Trucks is a 3rd rate organization that places a priority on getting your money and then not standing by their products. As an additional FYI, I also filed a complaint with the *****. You can close this case as unresolved. Thank you.
Sincerely,
**** ******
Initial Complaint
Date:09/09/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
American Trucks sent me a package I ordered and the product was broken inside. I sent it back for a replacement. The replacement came and was broken once again. I called to ask to ask for a discount for when I send the product back again. I was informed they cant give a discount. The lady on the phone lied to me by saying no one in upper management could talk to me because no one was in the office, yet she claimed to have asked upper management on the phone that said I couldnt have a discount. She refused to transfer my call.
Business Response
Date: 09/21/2023
To whom it may concern,
The consumer was offered a discount due to their experience. A supervisor tried to contact the consumer a couple of times to discuss this offer and each time the call went to the consumer's voicemail which
the supervisor noted is not set up. They could not leave a message for the consumer.
Thank you.
Initial Complaint
Date:09/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two items from American Trucks. I returned both items. Using the RMA Numbers they gave me. RMA ******* and RMA *******. I sent those items back using the USPS registered. I did not use *****. However I accidentally threw out my USPS receipt. I have been in contact with American Truck three times in the last 2 months. They have told me each time yes we have received your items back. They said they will not send me my refund back with out a tracking number. That makes no sense at all. Yes they have the product back yes they agreed the products have been returned in perfect condition in fact in the original packaging. But no they will not send me a refund without a tracking number. Can anyone please tell me what sense that makes. My tracking number does not have any financial info as to where to send a refund. The gal I spoke with on the telephone last week Angelique specifically asked me if the card ending in these four numbers are where I want my refund to go. I said yes please. Angelique sent me this email to confirm that. Order # **-******** Ordered On: Jul 5 2023 4:35PM Thank you for contacting us, we're on it! A request has been submitted to address a billing issue with your order. You can expect this to be resolved on or before Friday, September 08 by end of day. We appreciate your patience as we work to complete your request! Need additional assistance? LiveChat with a service Agent! My Account Saved For Later Change Your Vehicle AmericanTrucks | *** ***** ****** ** | Paoli, PA ***** When I did an online chat with ***** today and said I have no refund yet. She agreed yes we have your items back but no refund without a tracking number. What sense does that make. I have spoken with four different people there **** ** ***** ** *********. Also there was a gentleman that first told me oh yes we have your items. He said without a tracking number it would take about a month to get your refund. That was 6 weeks ago.
Business Response
Date: 09/21/2023
To whom it may concern,
Consumer did not use our shipping labels and opted to ship with USPS as they stated. When this is done, the receipt contains the tracking numbers the items were shipped out with. The consumer then has to contact us to provide the tracking numbers so we may add them to the return information in our system to process a refund. Currently, the consumer has not provided us tracking information for the items sent back to us. If consumer can provide that information, we can certainly move forward with issuing a refund.

Thank you.
Customer Answer
Date: 09/25/2023
[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: they have completely admitted that they have my products back, but they also know that I lost the shipping receipt label from the United States Postal Service. So now they continue to give me a run around on this. However, again, they admitted they have my product back, but are refusing to give me a refund. I am filing a small claims against this company in the county of Waukesha tomorrow afternoon

Regards,

*****************************
Customer Answer
Date: 09/25/2023
American truck continues to admit that they have received my products back through their RMA numbers. However, they refuse to give me my refund because I don’t have the receipt from the United States Postal Service with the shipping number. This does not make any bit of sense to anybody. Who’s got a brain. They say they have my product but because I don’t have my shipping receipt, they’re not gonna issue me a refund. My next step is to file a complaint with small claims in ******** County, which I will be doing this week.
Business Response
Date: 09/27/2023
To whom it may concern,
Consumer did not use our shipping labels and opted to ship with USPS as they stated. When this is done, the receipt contains the tracking numbers the items were shipped out with. The consumer then has to contact us to provide the tracking numbers so we may add them to the return information in our system to process a refund. If consumer can provide that information, we can certainly move forward with issuing a refund.

This matter is considered resolved.
Initial Complaint
Date:08/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I authorized a transaction in May 2023 for a truck part. The transaction was completed. In August 2023 I received an additional charge to my credit card without my authorization. I inquired to the company about the transaction and they said they are collecting payment. The payment was already collected in May. I asked on a number of occasions via email to refund my money and/or to show me authorization for processing a charge. They have not provided me either. The customer service representive, *********************, tells me every time I inquire, that she understands my concern and leaves it basically at that. **** has provided me no information or resolution to the problem. Since there is no evidence of an authorization for a charge and no further information provided, I am seeking a refund for the charge. If it is not processed, I will seek further actions with my credit card company and then to additional actions if needed.
Business Response
Date: 08/31/2023
To whom it may concern,
Payment was authorized but did not capture. The order did ship in May. However it was never charged, so the funds were collected in August.
Thank you.
Customer Answer
Date: 09/06/2023
[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: I have asked multiple times for the proof of authorization. No proof or evidence was given. I also inquired with my bank/credit card company. They said that authorization is only valid for 30 days. If proof of authorization is received, then it would only be valid for 30 days. A company cannot then charge a few months after.

Regards,

*********************
Business Response
Date: 09/14/2023
To whom it may concern,
The consumer placed an order and the payment was authorized but did not capture. The order did ship in May. However it was never charged, so the funds were collected in August.
To summarize, the order shipped and payment was collected.
This matter is considered resolved.
Thanks.
Customer Answer
Date: 09/15/2023
[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: the company just copied and pasted the pervious answer. No further explanation or help was provided. It is extremely frustrating that a company this size has charged me for something without any authorization. They have also failed to provide me any proof or evidence of an authorization but insist on charging me with no resolution.

Regards,

*********************
Initial Complaint
Date:08/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hade a $53 store credit that didn’t expire un December 2999, and received a $50 store credit yesterday, to make a total of $103 and some change. Yesterday in the after all $93 in credit was removed for no apparent reason, I did not make a purchase m. There now shows only $10.24 customers service and the manager were completely unhelpful. The $53 credit has be in my account for months.
Business Response
Date: 08/22/2023
To whom it may concern,
We have spoken to the consumer and explained the error that occurred in the system with their store credit. This was corrected and all credits have since been reapplied back to consumer's account.
Thank you.
Customer Answer
Date: 09/06/2023
[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:

Regards,

***************************
Initial Complaint
Date:07/26/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a bull bar from this website, I entered in my vin number to ensure that I was ordering the correct product that would fit my car. I could not get an appointment with my dealership to get this bull bar put on within the 30 day window. Once I was able to get an appointment, the dealership informed me that the bull bar will not fit on my truck. American trucks lists this product as a match on their and now American trucks refuses to acknowledge that their website is incorrect leading people to purchase things under the knowledge that it will in fact fit, when it does not. I contacted them for a refund as the only reason I purchased this as I thought it would fit based on the website. They couldnt do anything for me as it was out of the 30 day window, which is ridiculous. Im out hundreds of dollars because American trucks website lies.
Business Response
Date: 08/22/2023
To whom it may concern,
The consumer ordered and received this item in July 2022. Consumer did not contact us about this issue until July of 2023.
This is outside of our 30 day return policy. We advised consumer of this when they contacted us.
Thank you.
Customer Answer
Date: 08/24/2023
[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,

***********************

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American Trucks is NOT a BBB Accredited Business.