ComplaintsforAmerican Trucks

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a product from American Trucks on September 5th, 2021 that was a total of $724.27. The item was to be delivered by ***** on Saturday September 11th of 2021. The item was marked delivered Saturday at 4:58 pm, but I never received the package. I created a case with ***** for my missing package. As I awaited the results to my case I was able to contact the Route Manager for the ***** delivery route of my area. She was able to pull up the gps of her driver when the package was delivered, and determined that the driver was in the area of ************* Lane instead of ****** Road when the package was delivered, which means it was delivered to the wrong address. After ***** turned my case over to American Trucks, they wanted me to file a police report for the missing package. I was able to give them the evidence of the conversation I had with the route manager, and they said they would contact me. 15 days later and I still have not received a refund or new package

  Business response

  10/13/2021

  To Whom It May Concern, 

  Our Team followed up with ***** in regards to this matter. ***** confirmed that the package showed delivery to this consumers residence. So, per our policy a police report was requested in regards to a stolen package. The consumer provided a police report and a refund in full ($724.27) was issued on 10/04/21. This issue is considered resolved. 

  Thank you, 

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ok, this company is a sham and everybody needs to know and understand if youdecide to conduct business with these people (beware) they have no remorse, there open box policy is a complete joke. I have bought a few things and there open box so they do not list everything that is wrong with the product and especially electronics they do not test the head light for example that I had purchased. So I bought these headlights they have some led markers inside and how one worked the didnt so I didnt say anything and moved on with it then I had other issues with some other headlights I had purchased and received some suspensions kit for a ****** truck. They have no idea how to ship or conduct business through this open box procedure and there are a long list of other people around having the same issue. This needs to be addressed with this company and I will be taking this also to the *** there open box needs to be abolished and but indefinitely bc they have no clue how to conduct buisness!

  Business response

  10/06/2021

  To Whom It May Concern, 
  Consumer initially contacted us on 07/30 due to tail lights he had purchased not functioning properly. We set up a return for customer at that time. Customer contacted us back on 07/31 to state that he was able to get the tail lights to work, so he wanted to cancel the return. Consumer also requested to speak with a Supervisor in regards to issue and an attempt to call the consumer was made, but we did not get a response. 

  Consumer then purchased an open box set of headlights on 08/02, but had received a leveling kit instead. We set up a return on this order for a refund, but consumer did not return the leveling kit they had received. The consumer also requested to speak with a supervisor in regard to this issue. Supervisor contacted them on 08/05 and provided a $25 store credit towards a new set of headlights. 

  Consumer purchased an open box hood on 08/27. The hood arrived damaged during shipping. Consumer was advised they could field destroy the hood and a refund was issued to them for this order. They also requested a supervisor for this issue. A supervisor called them and provided a $100 store credit due to all the issues they experienced up to this point. 

  Consumer made another open box purchase on 09/15, but then wanted to cancel their order. The order was already in the shipping process with the warehouse, so we were unable to cancel. Consumer then contacted us on 09/16 two times upset about the shipping timeframe to receive. He also requested to speak with a supervisor, which once contacted him on 09/18 and confirmed they received their order and apologized about the shipping timeframe due to a delay with *****. 

  Up to this point, all issues that this consumer is raising look to have been resolved. 

  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. ↩