ComplaintsforAmerican Muscle

• Initial Complaint

  06/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  6/2/21 Placed order and paid $1695.50 for Rims and tires Order # **-********. 6/7/21 Received Rims and tires discovered 2 valve stem caps were missing, wheel weights were stuck to the box and when I put the wheels and tires on car steering wheel shakes telling me it is out of alignment. 6/17/21 Follow up nothing mailed placed hardware request for caps and wheel weights. 6/26 call back speak w/******** advised received valve stems no caps. He provided me ****** the supervisors  # & extension to leave a message showed him in the office on 6/27. Left a message on 6/26...no call back on 6/27, called back on 6/28 left ****** another message...no call back...6/29 called ****** ext no answer...called back spoke to ****** explained I my situation and escalated again, she advised would but could take 24-48 hours. Beyond frustrated that no one will assist in making this purchase right or even respond to me.

  

  Business response

  07/29/2021

  Thank you for your feedback!  A member of our management team will follow up with the customer to confirm when they can expect to see their refund. 

  

  Business response

  08/19/2021

  Thank you for your feedback!  We are sorry the wheel and tire combination the customer order arrived in the condition it did. Arrangements were made to have the customer's items picked up and returned in exchange for a refund which was processed July 30th.  Again we are so sorry we did not deliver on the customer's expectations. 

• Initial Complaint

  06/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of wheels from American muscle(along with more things totaling about 5300). When I received my wheels two of them were damaged. I called and was given a hard time trying to get them to send the replacements out. Finally they agreed and sent them out but I was going to have to get them mounted and balanced myself instead of the free mount and balancing. They said they would reimburse me up to 35 per wheel. I agreed and they sent the replacement wheels and tpms sensors in case mine got damaged during replacement. When I got the replacements one wheel was great the other wasn't the right size(19x11). It was 20x11 or 20x10 and it wasn't the right finish either. I canceled my order. Then I changed my mind and asked for the right rim. They wouldn't send it until I sent the other back. I sent it back they said they credited me and I have to buy another wheel now. There isn't any credits on my affirm. I shouldn't have to pay for a wheel I already paid for. Order 1-44915375

  

  Business response

  07/15/2021

  Thank you for your feedback! A member of our leadership team will reach out to the customer to provide further assistance and resolve the issue. 

• Initial Complaint

  06/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've ordered a few parts from this company for my *******. The first batch of parts I ordered included a set of shocks, springs, and camber plates. It didn't include the required hardware for the shocks and the supplied instructions for the camber plates were incomplete and offered no help in properly describing how to correctly install them. I contacted them and they agreed to ship replacement hardware, but I never received it. It's been over 3 months. I also ordered an LED blinker relay through them, and it arrived defective. Upon contacting support to correct this, they demanded I pay to have it inspected at a shop to show that it was defective before providing a solution. Despite video proof of the product not working properly upon arrival. However, an inspection would have cost more than a replacement part. On both cases, customer support has done nothing to help.

  

  Business response

  07/09/2021

  Thank you for your feedback!  We're sorry to learn the customer received the shocks, missing hardware in addition to the faulty flasher.  We have set up a replacement flasher to ship out to the customer at no charge.  A member of our leadership team will follow up with the customer regarding the shocks to provide additional support. 

  Customer response

  07/22/2021

  [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

  06/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  American muscle shipped a package with half the parts, I called and spoke to a representative who had me send a picture of what I received so I did.. From there I have spoke with 5 different people on 5 different calls who all promised the correct parts would be shipped.. they asked me to put package n mailbox for ***** to pic up on two scheduled pickups, that package is still in my mailbox 2 weeks later with no pick up.. I call and call with same lies from them and parts to correct this have not shipped.. no refund ,no parts cars apart in garage undrivable due to 5 employees promises they've resolved this.. Do not buy from this company..

  

  Business response

  07/09/2021

  Thank you for your feedback!  We are sorry to learn the customer's order arrived missing parts.  A member of our leadership team will reach out the customer to resolve the issue. 

• Initial Complaint

  06/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 23,2021 Customer placed an order with American Muscle (Order # **-********)The customer paid the total of $290.23 with his **** debit card issued by his bank. Customer did not receive any of these items due to package being sent to the wrong state. It should have been sent to the same as billing address (and where they have sent previous orders), but they blamed auto fill for the mistake. Customer was told by American Muscle that there was nothing they could do because their system indicated the package was delivered by ***** on May 27, 2021. Customer then contacted ***** who provided a simple solution: American Muscle could have requested ***** to track the package, arrange for pick up, and have it returned to American Muscle. ***** Tracking # ************ When American Muscle finally contacted customer on ********, he was told they weren't able to locate the package and there was nothing they could (or would) do, and that the case was closed! Absolutely no resolution!

  

  Business response

  07/09/2021

  Thank you for your feedback!  We are sorry to learn this occurred. It is truly unfortunate. The information entered as the shipping address for the customer's order was done so by the purchaser.  Once an item is delivered we do not have much recourse to recover it without the receiver making it available.   Further review of the order indicates the customer disputed the payment with their financial institution for never having received the merchandise.  We do not feel American Muscle is responsible for any additional action. 

• Initial Complaint

  06/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased 6 items from American Muscle on may 20th and paid with my debit card. The items were shipped by ***** and according to the tracking number given to me were delivered on may 23rd. The items were not delivered to me and in a chat conversation with American muscle they admit the packages were lost in transit but they are refusing a refund or replacement for over $500 worth of car parts. I had been patience in dealing with this mistake waiting on them to credit my account or send replacement parts as promised until June 2nd when they informed me that ***** has denied their claim so they will not be replacing my loss. They are basically saying sorry you spent money with us but it's just lost and you get nothing. I feel they covered the shipping charge so they are at fault since the items are lost, if I had paid for shipping I would have insured it but they chosen not so it's their loss and they should send me replacements or a refund.

  Customer response

  06/22/2021

  
  Regarding the complaint #******** between ****** ****** and American muscle.
  
  Update on June 15, 2021 ****** received the missing order from American muscle.  He would like the complaint closed and the problem resolved.
  
  Thank you.
  

  
  

• Initial Complaint

  05/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2015 ******* ** and I ordered a new ******* Panel from AmericanMuscle.com at a cost $109. I recieved the part on 5/21/21, and I removed the stock ******* Panel and transferring over the hardware to the new one to install on my car. Once I got it reinstalled on my car I noticed that it did not line up correctly as the stock piece did. I tried different ways of tightening or loosening the bolts to shift it slightly but I noticed it was warped and that it had come that way and that I was going to need a new one to be sent to me. I received the absolute worst customer service that I have ever experienced from any company. I was told that I would have to ship it back to them and then they would send my replacement.I have to send you back the defective product and wait 10 days for a new one. I explained to them that I could not do that, in removing the stock ******* two pieces broke and it will not go back on. I can not drive without one as my backup camera is attached to it. No help

  

  Business response

  06/24/2021

  Thank you for your feedback!  We are sorry for the difficulty the customer experienced with the request to exchange the decklid.  A member from our leadership team approved a replacement to ship to the customer in advance of the original decklid being returned. The replacement shipped May 27th. 

*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. ↩