ComplaintsforAmerican Muscle

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 4th, 2023 I made a purchase for a **** tuner the total amount with tax was 447.29. **** could not tune my car and the box was used so I returned the device. My card information was stolen so I had to cancel my card. AM gave me store credit for the 447.29, I finally got a supervisor to send me a check. The agents and the supervisor ***** said I would get a full refund. When I received the check it was only in the amount of 317.87. I called the supervisor and chatted in about 6 times. Each of them said they would call me back but no on did. AM is withholding over $100 in refunds and will not assist me at all.

  

  Business response

  06/02/2023

  To Whom It May Concern, 
  
  A supervisor followed up with the consumer on 05/19/2023 regarding the remaining refund on the order. A check for the remaining refund, in the amount of $129.42, is in the process of being sent to the consumer. We are in contact with this consumer to resolve. 
  
  Thank you, 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a after market hood for our 2019 ******* from this company worth almost $1,200.00. The hood arrived from a trucking company at our house. We inspected the hood out of the box and noticed it had dents. So we refused to accept it, and had the trucking company take it back. This was on March 31st 2023. I called the company to try and get a replacement sent, and after about 3 weeks of no progress, I requested to have them give me a refund. It has now been almost a month and a half, and after talking to over 5 people with the company, asking where my refund is, no one can give me any updates of the process or when I will receive my refund. They submitted a ticket for a resolution to be found by May 4th. And nothing happened. I called again, and they submitted another ticket with a resolution to be found by May 10th, that is today and still no resolution. I just want my money back for the original purchase price.

  

  Business response

  05/31/2023

  To Whom It May Concern, 
  The hood was refused due to damage and returned to the vendor. We were awaiting confirmation from the vendor that the hood was returned. We received confirmation on 05/22/2023 and a refund in the amount of $1,183.66 was issued to the consumer. We reached out to the consumer to advise them of the refund. 

  Thank you, 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/9 I bought an *** *** tuner for my ****** ** 2022, which they advertised as being supported and coming with a preloaded tune. There is no preloaded tune and they want me to go buy one from a custom tuner. I just want what I paid for, I want my tune. If you can’t provide the tune, I should be credited back a few hundred dollars to go purchase a custom tune. *********************** sells them for 199 plus 300 for a stage 1 tune. This is a case of false advertising so I expect to be compensated for what I did not receive.

  

  Business response

  05/03/2023

  To Whom It May Concern, 

  On 04/13/2023, the consumer reached out to our support team stating that there were no Pre-Configured *** Tunes as advertised. The consumer was advised to speak with our Tuning Department and transferred, but there's no record that they had spoken with our Tuning Department. *** advertises pre-configured tunes for this tuner on their site as well. 
  We reached out to *** for more information and were advised the consumer is working with them directly regarding tunes. They sent us the following: 
  "The customer emailed us on Apr 13th. We submitted a unsupported ticket with our engineers on the 17th. The ticket is marked ready for deployment.  The preload support will be included in the next Tune Revision released. I do not have an ETA on when that will go live.  Ill get with the tech assigned and see if we cant get the preloads made as custom tunes for the customer. "

  Thank you, 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 7, 2023, I purchased a set of ******* ***** lower control arms for $506.55, of which $133.11 was for overnight shipping. On March 10, 2023, I still had not received my package. I called and had the order cancelled, and requested a refund. A request was authorized for a reroute to sender, as I was going out of town, and a lost package investigation was started. I was refunded the amount for overnight shipping, and was told that I would get a refund for the remaining amount on my credit card within 2-3 days. I never received my refund. Again, on March 14, 2023, I contacted AM about my claim, and was told that I would get a refund in 2-3 days. I did not receive my refund. When I contacted AM again, on March 17, 2023, I was told that they started an investigation on March 14th. I asked why did they restart an investigation that was open, and emailed them the correspondence that said I would have my refund back in 2-3 days. On March 20, 2023 I received an email that they are issuing a refund, and kindly return the package if I receive it. When I returned home on March 20, 2023, the package was at my apartment. I requested a return and RMA, I dropped the package off at ***** in Forney, Texas. *** ** tracking #************. Package was confirmed returned to AM on 3-22-23 at at 9:13AM. I was told that I would have my refund by 3-27-23. I contacted AM on the 27th and they stated that they were changing a store credit to a refund. Again, I contacted AM on 3/29 asking about my refund, and now they say they are still doing a package investigation. I still have not received my refund of $373.44 back to my credit card.

  

  Business response

  04/14/2023

  To Whom It May Concern, 

  The consumer placed an order with us on 03/07/2023 with overnight shipping. On 03/10, they reported that they had not received their order and a refund of $144.09 was issued to their original method of payment for the shipping fee.  

  Due to the delay, on 03/11 the consumer requested that the package be returned to sender. On 03/13 it was determined that the package was delivered, and the request to return to sender was unsuccessful. Though the package was confirmed delivered, the agent the consumer spoke with started a lost package claim with the carrier on 03/14.

  On 03/17, it was confirmed that the package showed delivered and the lost package claim was closed by the carrier. The consumer reached out inquiring about their refund and asked to speak with a Supervisor. A callback request was submitted. 

  On 03/18, a Supervisor contacted the consumer and advised them of the claim being closed. We started another claim since the consumer stated they did not receive the order. Consumer was advised again of the 3 business days for the claim to resolve. On 03/20, a store credit refund was issued for the item in the amount of $373.44. On this same date, the consumer reached out to let us know they had in fact received the item and a return tag was sent for the return of the item received. 

  On 03/22, the consumer followed up and let us know they had returned the item and they were inquiring about their refund. A request was submitted to have the refund changed from store credit so that it issued back to the original payment method. On 03/28, the consumer followed up on this request and was advised the ticket is still waiting to be processed. On 03/29, the consumer followed up and ultimately requested a Supervisor. A callback was offered, but customer disconnected. 

  On 03/30, the consumer reached out for an update and requested a Supervisor. A Supervisor spoke with the consumer at that time and gained assistance with processing the refund. A refund in the amount of $373.44 was issued on 03/31. On 04/10, we also received notification of a dispute filed with the consumers financial institution. Due to this, the account has been blocked from any future orders. 

  Thank you, 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sent me the completely wrong item. I ordered a set of 8 coils and 8 spark plugs for my 04 ******* **. It said it matched, but when I got the coils they were way to long, and after some research I found out they were for the ****** *****. I called support and the first guy who answered has to be the dumbest ****** I have ever talked to in my life. I told him my problem and he was like “wow congrats” and I was confused, but then I realized he took it as they sent me a “better” coil on accident (it being for the *****) and not the fact it didn’t ***** FIT. After that he still didn’t help me as apparently my order hadn’t been shipped in their system yet even though it got to my house 4 days prior. I contacted support again today only to be told it should be shipped out in 1-2 days when I told them I already have it. He then started giving me attitude as if I was trying to scam them when their system ****** up. Now I have to pay for return shipping to maybe get a refund and I wanna let every american know you are more American buying from a china company than American muscle and that’s the bottom line. I want my $170 back i don’t want replacement coils you guys already cost me a week from fixing my car U want my $ ill throw the coils in the river before returning them for a “store credit”. Sorry *** *******

  

  Business response

  04/13/2023

  To Whom It May Concern, 
  the order was placed on 03/21/2023. The consumer reported the fitment issue when setting up a return online on 03/27. A replacement ignition set was sent out to the consumer on 03/29. They reached out to our Support Team on 04/01 to report that same issue. A return for replacement was set up again at that time and the consumer was provided a $10 voucher credit for the inconvenience. 
  We have not seen any movement on the return for the set. Upon further review of the site, it was found that the fitment was not listed correctly. The kit fitment is meant for 94-04 ******* *****; 07-14 ******* ***** models. This is in the process of being updated on our site. 
  Since we have not seen movement on the return, we reached out to the consumer on 04/11 to assist with a resolution. A supervisor left a voicemail,  but have not yet gotten a response. 
  Thank you,

• Initial Complaint

  03/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 14, I placed an order (#**-********) over $1800 worth. I ordered 3 items which stated they would arrive to me in 2 days and the last item would take longer due to freight. On the 16th, my 3 items still had not even been shipped even though the website stated I would have them by then in hand. I chatted online with someone who said it was all freight so they would come together with the 4th item. That's untrue as only the bumper was considered freight. On the 20th (today), I still have none of my items and all of them have been shipped separately hence the freight comment was untrue. I feel the employee just wanted me off the chat. So not only have they all been shipped separately and with 2 different carriers, none have gotten to me on time and I only ordered based on getting them in the time frame specified on the website. When you click on any of the 3 items (not the bumper), all of them STILL state 2 day arrival! So why couldn't I get them in 2 days like promised? And when I call, no one wants to listen or help me, they just push me off saying 'it's been shipped and there's nothing we can do.' I would have gone somewhere else had i known that the shipping offered is untrue. And I would not have spent the same amount of money, but I needed these items last week for a car show out of town which I leave for in the morning and will not have 2 of the items before I leave. I took screenshots of the site. If I were to order today (the 20th), I would have them the 22nd! I also have a screenshot of my cart where they showed free delivery on the 15th and the details showing I took the screenshot on the 13th! How much clearer can I be to prove I did not receive my items as promised? I request a reimbursement/ discount for our hassle, taking time to constantly call asking where our items are, for not receiving them in the time specified and promised, and the fact that now we have parts arriving while we are out of town so they will be sitting outside all week.

  

  Business response

  04/05/2023

  To Whom It May Concern, 
  The consumer placed an order on 03/14/2023. When the order was received in our system, a phone number did not transfer over with it, which caused it to be delayed in our system. On 03/16, the consumer reached out to us for an update. At that time the consumer was advised there was a delay with the order and was provided a $20 credit voucher for the inconvenience. The bumper portion of the order shipped freight on 03/17 and the remainder of the order shipped on 03/18. 

  On 03/20, the consumer reached out for an update and was advised of the expected delivery dates, which did not align with the consumers plans due to a car show they needed the parts for. They requested to speak with a Supervisor. A callback request was submitted. 

  On 03/21, A supervisor reached out to the phone number on file and left a message for the consumer to contact back. Since then there has not been an update from contact with the consumer. 

  The bumper shows delivered on 03/27 and the remainder of the order shows delivered on 03/21. We attempted to make contact with the consumer again today 04/05, but had to leave a voicemail. We refunded the consumers handling fee for the order today in the amount of $189.72. 

  This matter is considered resolved, but it still pending contact from the consumer. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Headlights- website says American muscle has it in stock. I have contacted them 6x in four weeks asking for a ship date. They say they will email me an Update. Now the manufacturer will not respond. How can you say its in stock on your companies page when in fact you do not know you actually do not have it in stock. They are coming direct from a manufacturer that turns out not to be you. I ask about cancellations. It turns out you American Muscle has to request the manufacturer to cancel. Well if they wont respond to shipping etas why would they accept my my request??? Im holding off since my money is tied up. Im a widowed single mom that doesnt have $600 to throw around. My head lights out and busted. What am I to do now??? I thought American Muscle was a trusted website.

  

  Business response

  03/29/2023

  To Whom It May Concern, 
  
  We received the order on 02/22/2023. The order ships directly from the vendor and at the time of the order, they provided that it was expected to ship between March 01-05. We sent an email for an update to the vendor on 03/06/2023 asking for an update. 
  
  On 03/08/2023, we received contact from the consumer inquiring about the status of the order. We advised we had a request for update in the vendor at that time. The consumer reached out on 03/10/2023 asking for an update to our vendor request and a status on the order. We had not received any updates at that time. 
  
  The consumer reached out on 03/13/2023, requesting an update and inquiring about possibly cancelling. The agent explained our cancellation request process for vendors. The consumer decided they would reach out to their financial institution and get back to us without making any decisions. 
  
  The consumer followed up on 03/21/2023 to request cancellation. We had submitted a request for cancellation at that time, but could not guarantee if would be canceled if the item was already in the shipping process. The consumer advised they would be following up with the BBB and their financial institution. 
  
  On 03/27/2023, we received contact from the consumer asking about the status on the cancellation request, which we had not received a response. So, this was escalated further to our Merchant Operations Team since we have not been successful in gaining contact with the vendor. On 03/28/2023, we cancelled the order and issued a full refund in the amount of $588.59 back to the consumer. 
  
  We have also listed this item as out of stock on our website due to consumer not fulfilling order. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and checked the part number compatibility with the vehicles we’re ordering for , when we got the parts late. We opened parts and they were wrong , merchant refuses full refund or exchange , return. This is the second time within a Year American muscle had not sent us the correct stuff and or never got what we paid for. This time we are out a rental car fee while our customer waits on the correct parts via the dealer. Insurance would only pay for the non oem replacement due to age of vehicle. I’d like the $913.00 returned and I am asking for the half of the rental for 11 days of use while waiting for there wrong parts. They also do t allow you to leave an honest review via website they are hiding their bad reviews.

  

  Business response

  03/29/2023

  To Whom It May Concern, 
  The order was placed on 03/03/2023. We received contact from the consumer on 03/13/2023 stating the headlights that were part of the order did not fit. They had requested a different set instead. Our system did not allow exchanges at this time, so the consumer was advised that they could purchase a new set if they needed it right away and they could receive a full refund for the ill-fitting set once we get them back. 
  The consumer did not wish to go with this option, but had wanted a new set right way. They requested a supervisor. A Supervisor reached out and advised the consumer that we were unable to exchange for a different item. The consumer did not accept our options for quickest resolution and advised they would be reaching out to legal and the BBB. They also said they would hold onto the headlights and did not wish to set up a return. 
  On 03/12/2023, we received notification that the consumer filed a dispute with their financial institution for charge on the entire order. 
  Thank you, 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered some parts and it said if I paid for expedited shipping, they would arrive Thursday. Well now my tracking shows Saturday and it will be too late for my appointment. When I try to do a cancel because they havent even shipped, Im told that its not possible. So I paid for something that wont arrive when they said and I cant get a refund.

  

  Business response

  03/15/2023

  To Whom It May Concern, 
  
  The consumers order was originally placed on 02/27/2023. There was a delay with the shipment, so it did not ship until 03/01/2023. The consumer reached out on 03/01 to cancel, since the order was already shipped, we were unable to cancel in our system. We offered to submit a Return To Sender request through ****** which we did. ***** was unable to fulfill the request, so the order was delivered to the consumers shop. 

  The consumer reached out on 03/08 asking for a status on their refund and was advised we would submit a request to issue the refund. However, the order has not been returned. So, we were unable to fulfill the refund request. In order to process a refund on this order, the consumer will need to return the order. 

  Thank you, 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 31st 2022 I ordered high performance brakes (order number: ************) for my ******* **. First issue was it took almost a month for it to ship with no communication from American Muscle. I had to call to find out what the reason was, only then did they inform me that the kit I ordered was on back order. The website did not state that when I placed the order. When the kit finally did arrive the order was wrong. The back rotors and front brake pads were incorrect. I reached out to their customer service and was informed there was nothing they could do until I sent the package I received back. After multiple attempts to resolve the issue as I was unable to drive for over a month, I had find my own resolution. I reached back out to return the kit that I received and while waiting for a label ***** arrived but I had no label to provide them. I mailed it back at my own expense and provided the tracking that shows it arrived on 2/3/2023. I reached out to provide the tracking information and confirmed that all items were in the box. Multiple agents have informed that I would receive my refund of $771.92 and as of today 2/23/2023 I have not.

  

  Business response

  03/17/2023

  To Whom It May Concern, 
  The brake kit was returned directly to the vendor. The consumer reached out to us on 02/09/2023 to check on the refund status, which we did not have an update. The consumer followed up on 02/17/2023 and provided tracking information from sending the returns directly back to the vendor.

  On 02/21/2023, the consumer followed up and a ticket requesting a refund update was submitted. The refund could not be processed at that time because we were waiting on confirmation from the vendor that the order was returned. Consumer reached out on 02/23/2023 and was advised that we were waiting on confirmation from the vendor and we were unable to process the refund until then. 

  On 03/13/2023, consumer reached out again on status. The vendor still had not followed up on our request for confirmation of receipt.

  As of 03/17/2023, the vendor still had not confirmed receipt of the shipment. Due to the consumer providing tracking and given the amount of time that had elapsed, we issued a refund back to the consumer's original method of payment in the amount of $771.92. A Supervisor reached out to the consumer and advised them of the refund. 

  This matter is 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. ↩