Complaints

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

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• 

  American Trucks

  600 Cedar Hollow Rd Paoli, PA 19301-1753

• 

  American Trucks

  17700 College Blvd Lenexa, KS 66219-1341

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:06/12/2025

  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 order running boards from the company on June 3rd, Order number *********** for a total of $302.09, ***** was to deliver them on the 5th, than it changed to the 6th, than changed again to the 7th. On the 6th I found out that ***** brought the package back to their warehouse because it was damaged and needed to be inspected. I contacted American Trucks to discuss what we could do.I suggested that they recall the package, and I was told it was not possible. I than called ***** and they said it could. I contacted American Trucks again and was told that they recalled the package and issued me a refund. ***** Delivered the Package on the 7th, which was damaged, and I contacted American Trucks again. Was told that the refund had been issued, and they would schedule a pick up on Wednesday the 11th. Which they picked up and was deleived to their warehouse on the 12th, I contacted American Trucks again on the 12th and was told the refund had not been issued and since they have the package now they will issue the refund and it will take 7-10 business days. So I dont have an item and I dont have my money which I was told I would have in 3 business days.

  Business Response

  Date: 06/17/2025

  To whom it may concern, 

  The consumer placed their order on 6/3/2025 for the 7.25 Inch Wide Flat Running Boards Textured Black. On 6/6/2025 the consumer contacted customer service via chat and spoke with a representative and our chat representative advised the consumer that the delivery date does keep changing but they need to accept the package once delivered so it does not delay any replacement or refund. The consumer advised that they would be refusing the package with Fed Ex. On 6/6/2025 the consumer chatted customer service again and advised that the package was damaged and customer service setup an return authorization for a refund. On 6/6/2025 after the consumer spoke to another chat representative they advised that the refund was processing and will reflect in their account within 7-10 business days. On 6/7/2025 the consumer spoke to a chat representative again to advise that *** Ex delivered the damaged product and we scheduled a *** Ex pickup for 6/11/2025. The consumer then spoke to our chat representatives again on 6/12/2025 inquiring about process and refund. We apologized for any confusion and provided information again. Ad of 6/13/2025 at 1:43PM the refund was issued to the consumers ****** for the order total of $302.09.

  Thank you. 

  Customer Answer

  Date: 06/18/2025

  [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:05/27/2025

  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.

  Unable to return items without two photos. Provided two photos and site stated "image too small". Resized image with no change in response. Got on the chat service and was dragged along for 30 minutes with no resolution. Provided the photos of the original box, bar code, address, etc. No change, just dragged along in the chat. There was nothing on the purchase agreement about photos to return item.

  Business Response

  Date: 05/29/2025

  To whom it may concern, 

   

  The consumer placed there order on 4/26/2025 for the Tailgate Cap Molding. The consumer contacted American Trucks on 5/27/2025 advising that they wanted to return the product due to it not fitting. The customer service representative processed the Return Authorization. As of today 5/29/2025 the consumers photos of his return are in the system on the return ticket and American Trucks has reached out to the manufacture regarding the consumers return. Once the manufacture advises if they would like to send the consumer a return label or would like us to handle the return we will issue the consumer his return label. This process should be completed on or before June 3rd 2025. 

   

  Thank you. 

• Initial Complaint

  Date:05/17/2025

  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.

  My order only contained the side steps for my truck without the mounting hardware that was supposed to be included.

  Business Response

  Date: 05/20/2025

  To whom it may concern, 

   

  The consumer placed their order on 5/9/2025 for the Barricade 4-Inch Oval Straight End Side Step Bars; Black. The consumer then contacted customer service on 5/19/2025 to advise that the item arrived with no hardware. The customer service representative setup the hardware that now has been shipped via *** Ex on 5/19/2025 and is due for delivery today 5/20/2025. The customer service representative also issued the consumer a $10.00 voucher as an appeasement. This matter is now resolved as the missing hardware will arrive today 5/20/2025. 

   

  Thank you. 

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair 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.

  Back in November my ******** purchased a Front Grill from American trucks for $ ****** we also purchased a extended 3 year warranty. We had it installed @ a cost of $ ****** . After 4 months the LED Lights failed ! We called American trucks for a Replacement under warranty. After receiving the second F150 Front grill we paid another $ ****** for installation. After 3 Months the second F150 Front Grill LED Lights Failed. I've asked for a different Grill without LED lights & Not getting any response after several attempts . I have went back & Forth with ****************************** warranty department both passing the **** on each other. Spoke too warranty department today 5/14/25 was told they could exchange for a Third F150 Front ******** in Total it will cost my Wife and I $ ****** in total for 3 installation fees. And installing the same part that has failed Twice Already!!! Please Help my Email is ***************** .Com

  Business Response

  Date: 05/20/2025

  To whom it may concern, 

   

  The consumer placed there original order on 8/6/2024 for the RedRock Armor Upper Replacement Grille with LED Off-Road Lighting. The consumer reached out to customer service via phone asking about warranty on 12/27/2024. We provided the consumer with the details and information requested. American Trucks setup the warranty replacement and shipped it on 1/24/2025. The consumer had multiple contacts with **************** regarding the installation cost they are responsible for as per American Trucks policy we do not cover shop fees. The most recent interaction was through our ******************* and we have agreed to exchange the consumers Grille for a different one and cover half of the installation cost of $150.00. The consumer per his last email on 5/19/2025 agrees to this and thanks us for working with him. This matter is now resolved. 

   

  Thank you,

  Customer Answer

  Date: 05/28/2025

  [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:05/12/2025

  Type:Delivery 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 open box roll bar from American Trucks on the 5th of May 2025 for $647.34. I've purchased open box items previously from American Trucks and didn't have a problem. American Trucks lays the open box items out and takes pictures of them and they give a description of anything that's missing or wrong with the items prior to you buying the open box item. The roll bar is $1198.79 regular priced. The pictures of the item showed it was in very good condition in fact very good was how they rated the item I bought on the 5th. It was supposed to arrive Wednesday the 7th in 2 days but ***** had a problem with the shipment and ended up delivering it on Friday the 9th. Whoever repackaged the roll bar after taking the pictures threw it in the box without wrapping it or adding addional packing leaving a lot of room in the box so when they shipped it all of the metal pieces beat together and ruined the roll bar. In addition because it weighs 84 pounds part of the roll bar tore through the box and ***** didn't find it. So even if it wasn't ruined from beating together it's unusable because one of the main parts is missing. I've tried talking to American Trucks I tried to start a return Friday as soon as I saw it and realized it was destroyed in shipping and part of its missing. It was 3 days late and now I can't even get them to return a call. I've left messages everyday but no one returns my calls. I can't return it because they have to approve the return. I show my truck and I had already entered a huge 3 day vehicle show at the ************************. Their was several thousand vehicles in the same show last year. I had already taken my roll up bed cover off and my truck apart to install the new part. Because it's a open box item it can only be returned for store credit which would be fine. I planned on purchasing a new roll bar for the show but I can't get the damaged one returned for my $647.34 credit because no one returns calls. It to the point of ridiculous.

  Business Response

  Date: 05/15/2025

  To whom it may concern, 

  The consumer placed there order on 5/5/2025 for the Go Rhino Sport Bar. The consumer reached out to customer service via phone on 5/9/2025 to report the damage and missing piece. The customer service representative started the return authorization. The consumer reached out to customer service via phone on 5/12/2025 checking on the return statues we advised it was still under review with our Tech Team, which Tech returns take up to 3 business days to be resolved per our policy. The Tech team approved the return on 5/13/2025 and the consumer was emailed a return label on 5/13/2025. The consumer was issued his store credit refund for the product on 5/15/2025 in the amount of $647.34. This matter is now resolved. 

   

  Thank you. 

   

  Customer Answer

  Date: 05/16/2025

  [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. Other than it's not factually accurate on the part about the refund. I was given a store credit for the $647.34 not a refund. The only way I could get my money back was to spend more money. So in all total it ended up costing me an addional $351.63 for the same item except for new since they no longer had an open box item available. So it ended up costing me $998.97 total. This has been nothing but a huge headache and I'm ready to put it behind me. I really appreciate the BBB help in getting this resolved. 
  
  Thank you,
  
  ***** *****
  
  

• Initial Complaint

  Date:04/04/2025

  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 ordered some tail lights from this company and received them on April 3, 2025. The tail lights do not fit my truck as promised on the website when I purchased them. The wiring harnesses are completely different. I got online the afternoon of April 3 and chatted with an agent. I was told I had to send pictures of the product and then wait for an email to authorize printing of a label for return. I pushed back on that and the agent agreed to let me send the pictures directly to her for upload. She told me I would receive the email by the end of the day. I never received an email so I got online again today (April 4) and got the same agent on chat. The website still shows the pictures havent been received for a return The agent told me now that she uploaded the pictures and now I have to wait 5-7 business days for an email with label instructions. She said this is so the vendor can review the return. I asked to speak with the vendor but was told I couldnt speak with them. So now I have $500 in limbo for I dont know how long because they sent the wrong part and refuse to issue a refund until I jump through their hoops and hope some vendor decided its ok to issue a refund for a part that was sent wrong.

  Business Response

  Date: 04/07/2025

  To whom it may concern, 

   

  The consumer placed the order on 3/31/2025 and contacted us on 4/3/2025 to advise that the Oracle Flush Style LED Tail Lights Black Housing Smoked Lens where not plug and play as advertised. We started the return authorization at that time. Consumer chatted customer service again on 4/4/2025 inquiring about the return process and asking about his return label. **************** explained that the return is currently under review with the supplier and provided the consumer with the timeline to expect his return label. Since we have received this complaint we have pushed the return through issuing the consumer his return label and called the consumer and left a voicemail advising of correct timelines for refund. This is resolved on American Trucks end.

   

  Thank you. 

• Initial Complaint

  Date:02/21/2025

  Type:Delivery 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.

  After ordering 3 items from American Trucks, I received the the wrong parts. I asked to return them, which started out fine, until 1 item was ignored. I fought for literally days with numerous people to finally get a return number for the last item. I wanted to send all 3 items back at the same time which I did. Now they claim they never received the 3rd item or that they cant find the return number that was assigned to it. 3 items: RMA #*******, 1858943, 1861154. The amount of credit they told me I would receive for the first 2 items was barely half of what I paid. I have chatted with several people to try to resolve this. They took my money in a few minutes, funny how that works. I have spent weeks fighting with this issue and haven't got anywhere. They act like I don't know what I'm talking about. Every time you try to reach someone, the whole story has to be repeated. I want a full refund and my name out of their system. I get spam from them several times a day now.

  Business Response

  Date: 03/03/2025

  To whom it may concern,

  We apologize for the confusion surrounding the returns on this order. According to our records, all funds have been refunded as of 2/23/2025. I have included a breakdown of this information below

  Total Amount paid: $321.72

  2/17/2025: refund of $58.98

  2/18/2025: refund of $80.43

  2/23/2025: refund of $182.31

  58.98+80.43+182.31 = 321.72

  As you can see, the total amount paid has been refunded.

  If you have any further questions, please don't hesitate to reach out to us.

  Thank you.

  ****** *.

  Customer Service Supervisor

  Customer Answer

  Date: 03/05/2025

  [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:02/19/2025

  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.

  Bought a super chip on 2/7 with 2 day delivery , the package was lost so I filed a claim as the tracking never updated. They give you a time they will complete their review by on the day that the review were supposed to be completed. They said they needed three more business days on the end of the third business day extension the tracking magically updated two weeks later due. This package is already very late. I wouldnt have ordered it so when I get delivered finally I start a return. They have you upload photos which takes 48 hours of the return then once the photos are uploaded Their vendor has to review the photos which take seven business days. This company is a complete scam and Ill be filing a chargeback.

  Business Response

  Date: 03/03/2025

  To whom it may concern,

  We apologize for the frustration this experience may have caused you. According to our records, a refund was issued on 2/24/2025. However, we do know this refund was short about $10 and we are working to get that refunded to you. Once the returned package is processed by our warehouse, that $10 will be issued back to you as well.

  We appreciate your patience.

  ****** *.

  Customer Service Supervisor

  Customer Answer

  Date: 03/04/2025

  [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: 22960622
  
  I am rejecting this response because:
  
  SCAM
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/20/2025

  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 just need the decal sticker and the CA legal sticker sent to me. Nothing serious.

  Business Response

  Date: 01/22/2025

  To whom it may concern,

  Thank you for reaching out to American Trucks.

  We're sorry you didn't receive your C.A.R.B. sticker to certify that this item is legal in ********** or areas adopting C.A.R.B. compliance laws. Unfortunately, we're not able to provide replacement C.A.R.B. stickers, however the manufacturer can take care of this request for you. We have resent your invoice for the order and ask that you contact ****** directly to get the replacement sticker. They can be reached at **************.

  If you have any further questions, please reach out to our customer service team at **************.

  Thank you.

  ****** *.

  Customer Service Supervisor

• Initial Complaint

  Date:01/06/2025

  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.

  Date of the Transaction: Jul 05, 2024 Order #**-116649644 Product: Edge ************************ Module SKU #S118839 When purchasing this module there is no mention that upon installation your vehicle will no longer pass the Texas Vehicle Emissions Test

  Business Response

  Date: 01/06/2025

  To whom it may concern,

  As we sell products nationwide and to ******, we are unable to include specific emissions details for individual states on each product listing. We encourage customers to conduct their own research to ensure compliance with their states regulations. However, we can confirm that according to the manufacturer of this product:

  "This part is compliant with the provisions of the ***'s Tampering Policy, dated November 23, 2020. The manufacturer has a reasonable basis, including test results, to verify that this product enables the vehicle to meet legal emissions standards. Therefore, it is legal for on-street use in all states that accept the Clean Air Act and *** Tampering Policy provisions. Please note, this product is NOT LEGAL for sale or use in **********. Testing with the ****************************** (****) is pending, and once testing is complete and an E.O. number is issued, the product will be updated to reflect 50-state compliance."

  We apologize for any inconvenience this may have caused. If you require further clarification on emissions impacts, we recommend reaching out directly to the manufacturer for more specific details.

  Regarding your request for a refund, please note that the product was purchased on July 5, 2024, which is outside of our 30-day return window. As such, we are unable to offer a refund at this time. Additionally, please be aware that we cannot issue a full refund without the return of the product. Since the purchase is beyond the 30-day return policy, we are unfortunately unable to process a refund under any circumstances.

  However, we would be happy to offer a $90 store credit if you wish to retain the product. Should you be interested in this partial refund, please contact our customer service team at **************.

  Thank you for contacting us. 

  ****** *. 

  Customer Service Supervisor