ComplaintsforAmerican Trucks

• 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, 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2022, I purchase a chrome OEM style bumper for my truck. The website specifically states "Durable Steel Construction. To guarantee strength and long-lasting functionality, this rear bumper is constructed using durable steel. It is also built with high-traction step pads to let you safely access your truck bed. Furthermore, this rear bumper is completed with a chrome finish to increase its protection against rust and corrosion. "When the bumper arrived the plastic component was severely misshapen with ample evidence that it was jerry-rigged at the factory/warehouse. I contacted customer service and eventually reached a supervisor that offered to either replace the bumper with a 2-3 week turnaround or provide a steep discount. I couldn't drive my vehicle without a bumper for 3 weeks so I took the steep discount and replaced the deformed plastic component with the piece from the old bumper. I was satisfied and moved on with life. Six months later after the first road salt treatment during our record warm winter, I noticed the chrome was cracking and seven rust spots. I contacted customer service who said since I took the discount there was nothing they can do other than to offer a promo discount on a new bumper. This was confirmed by the same supervisor I talked to previously. I informed her that I was not going to buy a new bumper if this one didn't last a year and that I wanted to talk to the manager in charge of their quality as I was trying to determine if it was a good company with one bad bumper or if it was a bad company. To the supervisors credit, she tried to get someone to talk to me, but no one would. I even reached out to the CEO of the company with my concern via ******** and did not get a response. Attached are sample images of the cracked chrome and rust, poor quality plastic, and my attempt to reach out to the CEO of turn5 (website owner) after customer service failed.

  Business response

  03/09/2023

  To Whom It May Concern, 
  

  The consumer placed their order on 07/29/2022. When they received they order, they reached out to us on 08/03/2022 to advise us of an issue with the plastic step trim on the bumper. The push pins on the underside had been drilled through with body screws. He also said the plastic was warped and did not align with the bumper, causing gaps.

  The consumer advised that he may be able to make it work. So, we offered $112.50 to keep as is, which they did not accept. We then offered $200 back to their original method of payment or $250 to keep it as is. The consumer requested to speak with a Supervisor, who offered $250 back to their original method of payment, which they accepted. Including tax, the refund came to $265.88. 

  On 01/26/2023, the consumer reached out to advise that the bumper was starting to rust. At that time, they were advised that there is no manufacturer warranty on the bumper, we were unable to assist with an exchange. Consumer requested to speak with a Supervisor at that time, and was offered a callback. 

  The Supervisor who assisted previously called the consumer on the same day and advised that we could not exchange the bumper due to the warranty and that they had previously accepted a partial refund to keep as is previously. The Supervisor did offer a 30% discount on a new bumper along with a $75 store credit to also cover the cost of an extended warranty.

  The consumer did not accept this offer and requested to speak to someone in QC. Supervisor advised they would check into that further. 

  On 01/27/2023, the Supervisor reached out to let the consumer know they were still checking to see if we could have a QC member reach out.
  

  On 02/01 the supervisor reached out and let the consumer know we did not have any one available who could contact from the QC Team, but he could send an email and she would forward it to the proper department. She then again made the 30% discount offer with the $75 store credit. The consumer said they would reach out to the CEO directly. He declined the supervisors offer, but said he would reach out if he decides to go that route. 
  

  On, 03/02/2023, we received contact from Attorney General regarding the bumper and the review process for our website. We are currently working with the consumer on a release agreement so that we can move forward with issuing a refund for the remainder of the order, $292.24.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They offer $100 cash back when purchasing a wheel and tire package and follow up the purchase with a product review. I made the purchase on September 5th, 2022 and completed the requirements a month or two later. I emailed my first inquiry as to where my voucher was on 11/21/22 only to be asked what promotion I was referring to; to please sent them a copy of this promotion. This is an ongoing promotion right on their web site even today as I write this. I was asked to send proof of submitting a review. I have sent ten emails asking about what the status was on this only to hear one excuse after another.

  Business response

  02/23/2023

  To Whom It May Concern, 
  Credits for for approved photos and review submissions are typically issued by our marketing team within 4-6 weeks. We have raised this issue with our marketing team since the consumer did not receive their credit. As of 02/03/2023, we placed a $100 promotional credit on the consumers account for their use. 

  We left a voicemail advising the consumer of the credit on 02/03/2023. 

  This matter is considered resolved. 

  Customer response

  03/03/2023

  [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: I don't sense any remorse for their actions, how about; we're very sorry that it took filing a complaint with the BBB before we would do what we promised on our web site.  They obviously don't value their customers.  They have however fulfilled their obligation of a $100 store credit as a result of this action.  From that stand point it is closed.
  
  Regards,
  
  *********************************
  

  Business response

  03/24/2023

  To Whom It May Concern, 
  The $100 credit was applied to the account on 02/03/2023. On 02/03/023 we reached out to the consumer to confirm the credit, but had to leave a voicemail. We did not receive any response from that contact. This matter is considered resolved. 

  Thank you, 

  
  

  Customer response

  03/28/2023

  [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

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12-21-22 I ordered a Zone Offroad 4.50-Inch Suspension Lift Kit with Nitro Shocks along with a 1 year extended warranty. Was told it should ship by 12-29-22, as of today 2-1-23 they product still has not shipped and I am being told that the warranty started the day of order, which is wrong at so many levels. Now being told product is finally ion and should ship within 24 to 48 hrs. Honestly do not trust this company to fulfill this order properly and start warranty when product ships not when ordered. They need to make sure products are in stock with their suppliers before taking orders and peoples money which was almost ******* dollars.

  Business response

  02/23/2023

  To Whom It May ************************ extended warranty is intended to supplement the manufacturer warranty and will not be effective until after the manufacturer warranty expires. We are currently looking into our extended warranty email sends to correct any verbiage that states a purchase date effective date. 

  We received contact from the consumer on 02/01 regarding concerns with the extended warranty start date as well as the shipment of their order. The agent advised how extended warranty works, but consumer said they would reach out to BBB and requested a Supervisor. 

  A Supervisor contacted the consumer back on 02/01 to explain how extended warranty works as well as discussing a shipping timeframe issue. The Supervisor followed up with the consumer on 02/02 to advise their order had shipped and again to explain how extended warranty works. 

  On 02/04, the Supervisor spoke with the consumer and discussed the warranty with the consumer. The Supervisor refunded the extended warranty back to them. A refund in the amount of $110.41 was issued back to the consumers original method of payment on 02/04. 

  Customer response

  03/03/2023

  [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

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of LED Taillight replacements for my **** F150. They were:LED Tail Lights; Chrome Housing; Red Smoked Lens (***** F-150 w/ Factory Halogen Non-BLIS Tail Lights)Item T546506.On May 3rd, 2022 I paid $384.29 for these LED taillights that are described as follows:Bright Emergency Lighting. Let your presence be known on the road with these Chrome Housing Red Smoked Lens LED Tail Lights. Equipped with luminous LED Strips that emphasize your F-150's rear-facing view. These LED Tail Lights also have a 12-year expected lifespan, assuring you that these attachments will keep working for as long as your **** is running.Within a short few months the "equipped luminous LED Strips" began to fade in sections on the passenger side, making it difficult for my "presence" to "be known" from rear-facing views. By December 2022 sections of that "luminous LED Strip" had completely failed, leaving dark rear-facing sections. This is certainly much shorter than the "12-year expected lifespan" a reasonable person could expect from the description. This "luminous LED Strip" is, functionally, the vehicle's taillight when driving at night, meaning the failure leaves you without a functional taillight after less than 7 months. This failure is both unsafe and creates potential legal liability for failure to have a working taillight. Upon contacting American Trucks, they suggested the only possible remedy was a minimal store credit ($50) that would not be sufficient to repair or replace the problem light . Even replacing with an OEM style halogen housing from this company would cost $269-$279, before purchasing bulbs to place in the housing. The situation also brings up the question of if one COULD replace the faulty light with a store credit to American Trucks, would that purchase be supported by American Trucks if it also was faulty? In a failure of a "12 year-expected lifespan" item in such a short time a replacement or full refund should be considered reasonable.

  Business response

  02/13/2023

  To Whom It May ************************ consumer purchased the tail lights on 05/03/2022. The manufacturer does not offer a warranty for the tail lights. We offer a 30 day warranty, but did not receive contact from the consumer until 01/19/2023 advising us that the tail lights were no longer functioning properly. 

  At the time of the order, the consumer was offered a extended warranty for purchase, which they declined. Since there is no warranty associated with the tail lights, the consumer was offered a $75 store credit towards a possible fix. 

  Given that the lights started to malfunction after a few months, a supervisor reached out to the consumer today, 02/13/2023. We offered a return for store credit or an exchange for a new set. The consumer accepted an exchange for a new set. 

  This matter is considered resolved. 

  Thank you, 

  
  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *******************. The website clearly states that it's a pair of shocks and I bought them as just such. I got 1 and called customer service to make positive. They stated it must have been a mistake and resent me the order after I returned the one sent to me. I received the order today and again it was one shock so I called customer service and wanted to talk to a manager regarding this because I had talked to them before making sure that it was a pair as it said. I talked to ***** whom is a supervisor and she argued with me that a pair means the shock and the reservoir. In my recollection of the English language a pair means two l, not two pieces of 1 item equaling one.

  Business response

  02/13/2023

  To Whom It May ************************ consumer placed their order on 01/14/2023. They reached out on 01/16/2023 to report that they only received one shock, when the product page listed a pair. A return was set up due to the order being incomplete. 

  A replacement order was shipped on 01/21/2023. The consumer contacted us on 01/24 to advise they only received 1 shock again. On this date, they spoke with two agents and a Supervisor. The Supervisor advised the consumer that the 1 shock was correct, but advised that the listing was referring to the two pieces, body of the shock and the reservoir. Given the confusion, the supervisor offered $70 discount off the purchase of a second shock and a $50 store credit voucher. The $50 store credit voucher was applied to the account. The consumer said he would think about it. 

  The consumer reached out again on 01/25 requesting a callback from a supervisor, a callback request was submitted at that time. A supervisor followed up on 02/03 leaving a voicemail. The consumer contacted the supervisor back on that date, who offered the same resolution as the previous supervisor. We also submitted a request to have the verbiage on our website corrected since it did incorrectly list a pair. The product page listing has seen been corrected. 

  The consumer opted to return the shock for a full refund. They also opted to keep the $50 store credit voucher. We provided a postage paid return label, but have not received the order back yet. 

  This matter is considered resolved. 

   

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 14, 2022, Americantrucks.com sold me a rear differential cover made my G2 Axle and the item was guaranteed to fit my 2018 **** ***** XLT and when the authorized **** Dealer went to install it on 01-23-2023 - it did not match the drill holes. I contacted Americantrucks.com on 01-23-2023, and they refused to give me Return Authorization and also denied refund or credit for the defective made item for my trucks. There customer service is poor and many of there items do not match the vehicles they are suppose to fit. I would not recommend using this business as they have poor return policy and do not stand behind products not able to work as they are described on their website. The total cost of this item was $139.99

  Business response

  02/13/2023

  To Whom It May Concern, 
  

  The consumer purchased the differential cover on 07/14/2022. We advise consumers to inspect their orders within 30 days of receipt and contact us if any parts are not correct, damaged or defective. We received contact from the consumer on 01/23/23. The consumer was advised at that time that their request was outside our 30 day return policy. 
  

  Given the that differential cover is not used, we are making an exception to assist with a return for store credit. A Supervisor reached out to the consumer today, 02/13,and left a voicemail advising that we were making an exception and started the return process. 
  

  This matter is considered resolved. 

  Customer response

  02/21/2023

  [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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My first American Truck ("AT) purchase cost over $1,260.00 and was overdue in delivery time I received an AT $150 voucher, which I used to purchase the following (Order#**********): 1) Ordered from AT that included: truck front Rotor, Pads, and Calipers (in red). Received email confirmation for the order and emails for tracking shipment that "DID NOT" indicate there would be two (2) shipments for the order. 2) Received order on Fri., 12/09/22, and scheduled truck to be at mechanic's shop for installation on Sat., 12/10/2022. 3) On Sat., my truck was put on a lift for installation. The mechanic attempted to install the drivers side part of kit and noticed we not only received the wrong colored calipers (silver instead of red) we were missing one of the Rotors. 4) While at the shop I called AT and spoke w/ Jada, AT representative, and explained this was a second problem to another order and my truck was currently in the shop being worked on and that AT, not only, sent the wrong calipers from original order, but my order was missing one of the front Rotors. 5) **** w/ AT said that they dont sell Red Caliper kits anymore and that they only sold kits in silver and black. I said so AT post products on their website that are no longer sold, took my money for a product they know isn't in stock, and further, knowingly completed and mailed a cheaper model that I did not purchase? 6) She said I can get a full refund if I sent the order back first. I told her that she did not understand the gravity of the problem, I explained that my brakes had to be replaced, which is why I ordered the kit and my truck was currently on the lift and it was no longer drivable. With no compromise or reasonable solution to my problem, I hung up. 7) The mechanic drove me to auto store where I purchase another rotor and spray paint to change the silver color of the calipers to Red. 8) AT fraudulently and knowingly sold me an item they no longer sold and sent me a cheaper one.

  Business response

  01/03/2023

  To Whom It may Concern, 
  
  The consumer reached out to us regarding their order on 12/10/2022 advising the calipers they received were the wrong color and they didn't receive one if the rotors. Upon review, we found that ********* no longer offers this particular kit w/ red calipers. We've submitted a request to have the photos updated on our site.

  Due to the size and weight, the kit purchased was shipped in 3 boxes. The first boxes were delivered on 12/9. The final box was delivered on 12/10. We do advise consumers to inspect their packages upon receipt so that we can assist with any damaged or missing parts right away. 

  We offered a return of the item for a full refund, but the consumer declined advising that the were going to pursue a chargeback. They wanted their refund immediately, which we are unable to offer without the return of the original order. We did set up a return on the order and sent postage paid return labels to the consumer, so they are able to return the kit if they would prefer a refund. 

  Thank you, 

  Customer response

  01/09/2023

  [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:I believe the complaint# is ******** 
  
  Please allow me to be clearer in my response (I am extremely upset with the lack of accountability American Trucks has demonstrated regarding this issue):
  
  This was the second problem I have had with American Trucks.
  
  Facts:
  
  1)      American Trucks obviously is not looking at the entire situation.  My truck was on a lift in the mechanics shop to replace brakes and I could not have the brakes removed just to get a refund.  It was totally unsafe for me and unrealistic.  The mechanic had to drive, me in his own car, to buy a separate rotor, just to drive my truck.
  
  2)      American Trucks representative admitted on my phone call with her that she didn't know why they sold me a product they no longer stocked.  She specifically said they had not stocked that item for a long while. 
  
  3)      This is my point:  (1) American Trucks sold me a product they knew they no longer stocked, (2) deliberately shipped me a cheaper model (overcharging me from my original payment), and to top it off (3) American Trucks sent me only one rotor from the kit.  The original Kit order had two of everything to replace the front brakes.
  
  4)      I waited weeks (shipment was to take 7-10 days) for the product and needed it).  I was constantly on the phone asking where my shipment was.
  
  This is just so upsetting.  At the very least I should be refunded the difference from what I paid for the original order and compensated for the other rotor I bought.  When I receive my refund then I will mail it back to them (with a provided return label) their rotor. 
  
  I was not once informed that there could possibly be two shipments and was never informed to expect two shipments.
  
  Any assistance would be greatly appreciated, please.
  
  ******
  
  ************************
  Paralegal
  
  Regards,
  
  *********************
  

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife bought power folding tow mirrors from AT for me for Christmas. Purchased for $652.94 on December 7th. In the first 4 months, the power fold function stopped working. I called AT. They said no warranty, but would SELL me another one at cost. So I bought another set (for $296.80 on May 4th) and 6 months later, the power fold stopped working again. AT offered me $50 off the FULL cost. Within one year, I’ve spent $949.74, and installed two sets of mirrors. Now I have a truck with only one power folding mirror. Customer service wouldn't budge on any more than $50. I'd like a refund OR a replacement driver side mirror for this issue to be considered revolved.

  Business response

  12/14/2022

  To Whom It May Concern, 

  We've made contact with the consumer today, 12/14/2022, regarding the towing mirrors. Though the manufacturer does not offer a warranty, we are assisting with a replacement. We are in the process of sending out a replacement set so the consumer can swap out the mirror needed for their truck and return the defective set. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spent $800 on a skid plate that was shown to fit my truck, the skid plate did not fit, the package and its contents came damaged and was missing installation hardware.

  Business response

  11/09/2022

  To Whom It May Concern, 
  We received contact from the consumer on October 14, 2022. They advised us via chat that their shipment arrived with damage. We offered a $205 store credit to keep the order as is and the consumer accepted that. The chat went as follows:

  Agent -  I have processed $205 to Store Credit. Please note If you accept this offer your item will no longer be returnable for any reasons nor can we submit a hardware request for any missing parts. Is there anything else I can help you with today?
  
  Consumer - Yes that is fine, how do I use the store credit?

  We then received contact from the consumer stating that the skid plate did not fit, was damaged and did not have hardware on October 18, 2022. The consumer was advised at that time, since they had accepted the previous offer, we would not assist with a return. They advised they were going to go to the BBB and submit a dispute with their financial institution. 

  We received confirmation that a dispute launched on 10/19 and then again on 10/21. The consumer returned the skid plate as advised by ****** and was received to our Paoli headquarters, but we are unable to issue a refund due to the current dispute. 

  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. ↩