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:07/24/2023

  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.

  Purchased an item described as bumper with light bar. When light bar did not arrive was told that it was an open item and there are usually missing parts, in spite of the way it was advertised.

  Business Response

  Date: 08/11/2023

  To Whom It May Concern, 
  
  The consumer placed an order for an open box bumper on 07/07/2023. The bumper was listed as 'Very Good' condition. The description was listed as 'Item has no signs of damage. Does have Installation components.' Pictures were also provided of the open box item on our site. 

  The consumer contacted our support team on 07/24/2023 to advise that the light bar was missing. Consumer was advised that since it was open box, some components could be missing. The consumer was also advised we could set up a return for a refund of store credit on the order. The consumer was also offered a $20 store credit. 

  The consumer was not happy with the resolution provided at that time. A supervisor reached out to the consumer today, 08/11/2023 and offered to refund the handling fee ($99) for the consumer given the situation. We are currently waiting on a consumer response. 

  Thank you, 

• Initial Complaint

  Date:07/18/2023

  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 have ordered 2 sets of Headlights from American trucks in a year and half. The first set I ordered has already turned foggy which is a safety issue while driving and it has been only a year and a half I have had the headlights The second set I just ordered was wrong product. I did receive an email with 4 options that the company provided. 1. Return the item for a full refund 2. Return the item for an exchange 3. Keep the item and issue a store credit for $75.00 4. Keep the item and refund $37.50 to payment method. I cannot do 1 and 2 because I had to install the headlights because the original order of lights were foggy already. All 4 options I feel do not close this issue because of the original headlights I orders are the issue at hand. And to add to this the order I just placed to not fit correctly.

  Business Response

  Date: 08/03/2023

  To Whom It May Concern, 
  
  The consumer requested to be sent a different set of headlights. We covered the difference in cost and shipped a replacement set of headlights in advance of their return on 07/26/2023. The replacement set of headlights was delivered on 08/01/2023. 

  Once the consumer swaps out their existing headlights with the replacements, they are expected to return the defective set to us. 

  This matter is considered resolved. 

  Customer Answer

  Date: 08/08/2023

  [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

  Date:07/07/2023

  Type:Customer Service 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.

  Refusing to fulfill orders of mine. Previous purchase was LOST IN MAIL. sent a replacement. Claiming I recieved both and did not return one. I only EVER RECIEVED ONE. I have called numerous times and had multiple email exchanges.

  Business Response

  Date: 08/08/2023

  To Whom It May concern, 

  The consumer placed an order including fender flares on 03/25/2023. The consumer reached out to us on 04/02/2023 as they had not received their order and there was no movement on the tracking. A lost package claim was filed with the shipper and a store credit refund in the amount of $423.80 was issued to the consumer on 04/06/2023. 

  The consumer ordered a replacement set of fenders using the store credit provided, which was shipped on 04/10/2023 and confirmed delivered on 04/12/203. 

  We then received contact from the shipper of the flares that the original order was shipped late and confirmed delivered to the consumer on 04/29/2023 with photo proof. Given this information, we advised the consumer the extra set would need returned or paid for. Given the non-return of the item, a block has been placed on the consumers account until payment or a return of the extra set of fender flares. 

  Thank you, 

  Customer Answer

  Date: 08/22/2023

  [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 had been spending Hundreds if not thousands of dollars with this company. I unequivocally deny that the orginal order was ever delivered. Part of the frustration is my desire to continue making multi- thousand dollar purchases. The complete lack of common sense applied to dealing with this is comical. This is more or less an out right accusation of theft which I take exception too. Possibly instead of blaming and punishing a customer the business should take this up with their shipper/vendor considering I neither caused the delay or had any influence on the shippers "lost" item. Not my fault. Not my problem. If AT doesn't want my my business over a screw up that wasn't my fault, fine. I'll shop elsewhere. 
  
  To date I recieved ONLY the item I've paid for. This is rediculous. 

  
  Regards,
  
  *********************

  Business Response

  Date: 09/14/2023

  To Whom It May concern, 

  The consumer placed an order including fender flares on 03/25/2023. The consumer reached out to us on 04/02/2023 as they had not received their order and there was no movement on the tracking. A lost package claim was filed with the shipper and a store credit refund in the amount of $423.80 was issued to the consumer on 04/06/2023. 
  The consumer ordered a replacement set of fenders using the store credit provided, which was shipped on 04/10/2023 and confirmed delivered on 04/12/203. 
  We then received contact from the shipper of the flares that the original order was shipped late and confirmed delivered to the consumer on 04/29/2023 with photo proof. Given this information, we advised the consumer the extra set would need returned or paid for. Given the non-return of the item, a block has been placed on the consumers account until payment or a return of the extra set of fender flares. 
  

  This matter is considered resolved.

  Thank you

  Customer Answer

  Date: 09/15/2023

  [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 never recieved the product. This was not an issue created by me. Whatever. I'll shop elsewhere. Their loss. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:05/19/2023

  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 a ******* Cold Air Intake for my 2019 **** ******. I received a ***********CAI for the wrong year of truck a 2015-2017 **** ***** and more importantly received the wrong steel heat shield. It will not fit and I would like to receive the proper year and size of heat shield. There was not a second verification check mark on the packing slip next to the heat shield and the instruction's inside are for the wrong year 2015-2017. I did not realize they shipped the wrong CAI until after I installed it and got to the last peace that did not fit, the (heat shield). Everything else fits except the heat shield. So I would like a simple resolution of receiving a proper sized heat shield. There solution is to have me disassemble the entire CAI put the stock pierces back on and return the wrong ******* CAI they shipped by mistake. They would also have the ability to say the parts are used/damaged during the return shipping or as used on my truck. I just want my correct sized heat shield I ordered. I could send back the wrong sized heat shield they sent by mistake. My latest support team ticket number is ******** with American Trucks.com

  Business Response

  Date: 06/14/2023

  To Whom It May Concern, 
  
  A replacement order was shipped to the customer on 05/19/2023 so that the consumer could swap the heatshield without having to uninstall the cold air intake. A pick up was set to return the rest of the kit. The return was received on 06/06/2023. 
  
  This matter is considered resolved. 
  
  Thank you, 

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair 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.

  Order defective o ordered and payed to have installed 2 sets of defective ***** gears inwhich is pictured. I returned both sets they used a 3 parts company for warranty the price I payed 881.90 cents with shipping and extended warranty the new set of gear they just sent is 630.98 difference of 250.91 the company want me to eat because of defective ***** gear set plus I spent 500.00 labor to have installed

  Business Response

  Date: 05/11/2023

  To Whom It May Concern, 
  
  The consumer accepted the Motive Gear kit in place of the ***** kit as a replacement since the ***** kit had been discontinued. This agreement was arranged with the extended warranty company. On 04/27, the consumer was offered a store credit for the difference in pricing, which they accepted. A store credit in the amount of $135 was placed on their account today, 05/11/2023 for their use. 

  Thank you, 

• Initial Complaint

  Date:04/23/2023

  Type:Service or Repair 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.

  They have sent me the wrong part 2 times now . I call and ask for a return phone call which I don't receive . I have tried to resolve this but they are un cooperative in getting it correct

  Business Response

  Date: 05/11/2023

  To Whom It May Concern, 
  The  consumer placed an order for an ****** throttle body spacer on 04/12/2023. The consumer called on 04/15/2023 to report they received the wrong color. An exchange for a replacement was set up at that time. On 04/24, the consumer contacted us to advise they received the wrong color once more. A new exchange was set up and a replacement was sent. 

  The consumer called us on 04/29 to advise it was still not red, but in fact black. Agent check manufacturer information and found that the spacer was no longer made in red, but is now black. A return was set up for a refund. The consumer was refunded for the order on 05/03/2023 in the amount of $154.79. Our website has been updated to reflect the correct color. 

  Thank you, 

• Initial Complaint

  Date:04/19/2023

  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.

  ordered new exhaust on 3/14 for 843 dollars with the guarantee it was supposed to arrive by Wed 3/19. set up appointment to have it installed by separate business on same day. part doesn't come when it was said to called into customer service just to get lied to by some lady with a attitude problem then she hung up on me in middle of call. told them I would like my money back I can't wait for part any longer they then offered 15 percent refund for inconvenience but I refused I would like my refund

  Business Response

  Date: 05/11/2023

  To Whom It May Concern, 

  The  consumer placed an order for the exhaust system on 04/14/2023. The consumer contacted our Service Team 3 times on 04/19 because the tracking information did not show any updates. They requested to speak with a Supervisor and a callback was placed. The consumer spoke with a Supervisor the same day and was advised that we had to allow 3 business days for tracking to update before we could submit any lost package claims. Consumer was advised we were unable to issue a refund at that time. 

  The consumer was offered a 15% discount previously. The supervisor processed the discount, which totaled $136.72. This was issued to the consumers original method of payment on 04/19. On 04/20, movement was detected on the package. A Supervisor called the consumer, leaving a voicemail advising them of this. The package was confirmed delivered to the consumer on 04/25/23. 

  Thank you, 

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair 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 purchased parts for my truck on march 7, For $1375.83 Parts then said delivered on march 10th. I came home from work and no packages was at my house. I then called the company “ American Trucks” American trucks called my local police department and had the police sent to my house. As if American trucks was calling me a liar. Told me they can’t issue a refund without a police report. So I got the police report from the police, I then sent the police report to American trucks They told me the refund would be issued to my debit card in 7-10 days 10 days went by and I didn’t receive anything. I then called them and they told me it won’t send for some reason. That they have to send me a check in the mail. And I would receive a check in 10 days. Another 10 days went by I still didn’t have the check. I called them again and now they are telling me 3 months. This company is avoiding sending me my refund. My order number with them is **-******** I just got off the phone with someone again from American trucks and I said to them all I want to know is if my check has been mailed out yet? And they tell me they don’t know. I asked to speak to a supervisor and the supervisor also tells me they don’t know. It could take 4-6 months My email is  ******************** My phone number is ********** If anyone would like to contact me.

  Business Response

  Date: 05/26/2023

  To Whom It May Concern, 
  
  The consumer reported they did not receive their order on 03/12/2023, though tracking shows delivery with photo proof. A lost package claim was filed at that time. As part of our lost claim process, the consumer was asked to provide a police report on 03/15/2023. The consumer reported that they were unable to obtain a police report from their local PD. The consumer advised that they did not wish to go back to the police station. So, a supervisor contacted local PD for more information and was advised they could assist with a police report for this matter. 

  Once we received the report, a refund was attempted, but the card on file would not process the refund. So, a check request was submitted. A check was mailed to the consumer in the amount of $1,375.87 on 05/16/2023. Tracking number ****************** confirmed delivery of the check. 

  Thank you, 

• Initial Complaint

  Date:04/04/2023

  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.

  I’ve ordered multiple parts from this company , and the last parts iordered for the same vehicle they ordered me the wrong year without my knowledge, when I got ready to install these parts on the vehicle, it took fabrication to get them in and that’s when we realized they would not fit correctly and they were the wrong parts. I have since then called and tried to get in touch with a *** ****** that is over there supervising department and he has failed to call me back on numerous times several of attempts to try to get in touch with him. I now have over $5000 damage to my truck because they did not listen and order the correct parts and send me the correct parts.

  Business Response

  Date: 04/27/2023

  To Whom It May Concern, 
  The consumer placed an order on 12/07/2022, which included the purchase of ********** Fender Vents. On 04/03/2023 the consumer reached to advise that they took the vents to the shop. The shop cut the fenders, then realized the vents were not correct the truck year. The consumer requested a Supervisor and a callback was submitted. The consumer reached out again on 04/04/2023 to advise they had not received a call back yet from a Supervisor and the callback ticket was noted, still awaiting a follow up call. 

  On 04/05/2023, the consumer called requesting a supervisor. No supervisor available at that time, so a new callback ticket was submitted. 

  On 04/06/2023, the consumer reached out and agent was able to make contact with Supervisor. Supervisor advised they would contacted them back that day. Consumer reached out again same day and was advised of the same. Supervisor reached out to consumer and offered resolution of refund of the part, $169.00, and a $300 voucher credit that they could use towards a future order. Consumer accepted resolution. A refund of $182.95 was issued to the consumer and a $300 voucher credit was placed on their account for their use. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:04/02/2023

  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.

  The company keeps sending me damaged and incorrect items and is now also refusing to send me a replacement for the incorrect item that was sent.They expect me to pay more for a higher price item when they still have the item there that I ordered.

  Business Response

  Date: 04/27/2023

  To Whom It May Concern, 
  
  The consumer placed an order on 03/11/2023 for ******* **** ****** ***** Back Machined Wheels. On 03/15/2023, the consumer reported that one of the wheels arrived with damage and appeared to not be new. We set up an RMA for an exchange. A replacement wheel was shipped on 03/17/2023 and arrived 03/20/2023. 
  
  The consumer placed an order on 03/29/2023 for ***** ******* Towing Mirrors w/ Smoked Turn Signals through our open box program. On 04/02, the consumer reached out to notify us that the mirrors they received were non-heated w/ amber turn signal lenses. Upon review of the photos from our open box team, it appears that they were listed incorrectly. 
  
  Since this is an open box item, they are one off items sold as is, we do not have a replacement. Customer was offered to return for a refund and also provided a $20 voucher credit for a future order. The consumer returned the mirrors and a refund was issued for the order on 04/06/2023 in the amount of $70.02.

  Thank you, 

  Customer Answer

  Date: 05/09/2023

  [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:

  They never said the mirror's were listed incorrectly and just refused to send the correct part. They even relisted them again after they were returned under the same part number advertising them as smoked mirror's when they aren't.

  Regards,
  
  ********************