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:11/27/2022

  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.

  My wife bought power folding tow mirrors from AT for me for Christmas. Purchased for $652.94 on December 7th. In the first 4 months, the power fold function stopped working. I called AT. They said no warranty, but would SELL me another one at cost. So I bought another set (for $296.80 on May 4th) and 6 months later, the power fold stopped working again. AT offered me $50 off the FULL cost. Within one year, I’ve spent $949.74, and installed two sets of mirrors. Now I have a truck with only one power folding mirror. Customer service wouldn't budge on any more than $50. I'd like a refund OR a replacement driver side mirror for this issue to be considered revolved.

  Business Response

  Date: 12/14/2022

  To Whom It May Concern, 

  We've made contact with the consumer today, 12/14/2022, regarding the towing mirrors. Though the manufacturer does not offer a warranty, we are assisting with a replacement. We are in the process of sending out a replacement set so the consumer can swap out the mirror needed for their truck and return the defective set. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:10/18/2022

  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.

  Spent $800 on a skid plate that was shown to fit my truck, the skid plate did not fit, the package and its contents came damaged and was missing installation hardware.

  Business Response

  Date: 11/09/2022

  To Whom It May Concern, 
  We received contact from the consumer on October 14, 2022. They advised us via chat that their shipment arrived with damage. We offered a $205 store credit to keep the order as is and the consumer accepted that. The chat went as follows:

  Agent -  I have processed $205 to Store Credit. Please note If you accept this offer your item will no longer be returnable for any reasons nor can we submit a hardware request for any missing parts. Is there anything else I can help you with today?
  
  Consumer - Yes that is fine, how do I use the store credit?

  We then received contact from the consumer stating that the skid plate did not fit, was damaged and did not have hardware on October 18, 2022. The consumer was advised at that time, since they had accepted the previous offer, we would not assist with a return. They advised they were going to go to the BBB and submit a dispute with their financial institution. 

  We received confirmation that a dispute launched on 10/19 and then again on 10/21. The consumer returned the skid plate as advised by ****** and was received to our Paoli headquarters, but we are unable to issue a refund due to the current dispute. 

  Thank you, 

• Initial Complaint

  Date:09/28/2022

  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 bought a soft top camper for my 2021 *********. Had American trucks add extended warranty to my order too. When package arrived, box was ripped and damaged. Took pictures. Contacted the vendor and told them. Open up the package and started installing it to my truck. Noticed shell he rips in it and the frame also had chips of paint missing. Told the vendor that I wanted a replacement since I paid $979.01. Rep told me the product was on a 12 wk back order. Told them its ok. I followed up after 12 weeks and was told my order got cancelled because there was not movement with the package. I told the rep I use the product daily for my business and I can only send it back once I get the replacement. The rep noted that on account and placed another order. Followed up again on the replacement and it too was cancelled. Spoke to manager and they finally decided to have sales sell me another one that will work. Got transferred to sales and he had no clue what was going on even since the rep added notes to my account. Then had to tell him everything again. Got transferred to customer service and again had to explain everything again. Rep said hes not sure if they can fix this. I have all the text messages back and forth with the rep as well as the pictures. I disputed this with my credit card company. When then contacted American trucks, all they said yes ****** did order the product. They didnt mention anything about the issue Im going through.

  Business Response

  Date: 10/31/2022

  To Whom It May Concern, 
  A Supervisor reached out to the consumer and left a voicemail for follow up on 10/08. Then, the supervisor reached out again on 10/19 and spoke with the consumer. At that time, we offered for consumer to replace with another comparable product, return the damaged top for a refund or wait on the replacement. The consumer has opted to wait for the replacement to come in. Once the replacement top comes into stock, we will be sending that as an exchange for the damaged top. 

  Our system automatically cancels replacements on RMA's after a set amount of time without movement on the returned product. The consumer has been advised of this and if this were to occur again, he can contact and we'll ensure that the replacement order is placed back on their account. 

  This matter is considered resolved. 

  Thank you, 

  Customer Answer

  Date: 11/01/2022

  [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:
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 03/23/2023

  I still did not hear back from the vendor about gettin a replacement for the damaged camper.  I did call the vendor American Trucks last week and left a voicemail but didn’t hear anything back. I call yesterday as well and same thing. Please reopen this claim as the vendor is not responding and this issue is still not resolved.

  Business Response

  Date: 03/31/2023

  To Whom It May Concern, 

  We followed up with the consumer today 03/31/2023, who confirmed they would like to wait for the Bed Topper to come into stock. The manufacturer has not provided a date yet, but we have offered to return the bed topper for store credit or they can keep as-is for a discount. If the top does not become available within a timely manner, he may reach out to accept either offer. 

  Thank you, 

  
  

  Customer Answer

  Date: 04/03/2023

  [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. If the vendor cannot get a new cover in a timely manner, how long will this claim be valid?
  
  
  
  Regards,
  
  
  
  ****** ********
   
  

  Customer Answer

  Date: 07/06/2023

  
  
  Please reopen the case as this vendor is not responding. 

  Business Response

  Date: 07/26/2023

  To Whom It May Concern, 

  A Supervisor followed up with the consumer on 06/09/2023 and was advised that the consumer would be on vacation and they would touch base after vacation. 

  Today, 07/26/2023, a supervisor reached out to the consumer and left a voicemail. We currently show our vendor has inventory on the part, so we are in the process of having it shipped to the consumer. 

  Thank you, 

• Initial Complaint

  Date:09/25/2022

  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.

  FALSE ADSVERTISEMENT - FRAUDULENT PRODUCT =TONNEAU COVER ($640+)I bought a new 2022 **** crew cab truck in Feb. 2022 - in late March, in good faith assuming AmreicanTrucks.com is an upstanding ethical purveyor of aftermarket parts ordered a new "Low Profile PROVEN GROUND Tri Fold tonneau cover" which explicitly states it is made of ALUMINUM for just under $700.Fast forward to less than 6 months this cover is rusting and has rusted holes thru the top! (sheet metal / NOT Aluminum as specified in their website) >>> very obvious for anyone knowing chemistry that ALMINUM corrodes (white) and sheet metal rusts (red). In calling for a REFUND or REPLACEMENT this unethical company will not take responsibility for selling a FRAUDULENT product! There's even a smoking gun review (you have to search thru the reviews and select the one(s) labelled "1" to find they have been cheating on this cover at least since 2020. I have copied the review just in case they remove it from their site, which they removed my order record today in my account, after I called for help.These people are cheaters, frauds, and unethical: selling a product they state is ALUMINUM but it is SHEET METAL: very clearly a DECEPTIVE TRADE PRACTICE. All they would offer after a second call tyo a higher up "***** in PA" was a partial refund in form of a credit - why would I vevr buy another product for a company that cheats, lies, and ships inferior goods???This is despicable: they state "policy" and they cannot do anything when it is obviousd they should 1. fully refund the fraudulent product or 2 ship a product replacemt that is representative of the spec that we are led to believe is what the product is.AG's in both states (PA & KS) will be apprised of this deceptive trade practice -I had no idea this is a scammer co, until I called to l for remediation for this inferior product - in my experience (I've owned many trucks) a tonneau cover is expected to last over 5 years! Not less than 6 mos!

  Business Response

  Date: 10/12/2022

  To Whom It May Concern, 
  The consumer reached out with concerns on the cover showing signs of rust on 09/25/2022. The panels and frame for this cover are aluminum. While aluminum can oxidize which does look different from rust, it can also corrode, which would be a dark orange, amber or red color. Corrosion can occur over time and is also dependent on environment/elements. 

  The tonneau cover was ordered on 03/25/2022. The manufacturer does not offer a warranty for this item. We offer a 30 day warranty for all products on our site. Unfortunately, the consumer's concerns and request for return are outside our 30 day policy. Given the circumstances, we offered the consumer $310 in store credit to use towards a future purchase, which they declined. 

  Thank you, 

• Initial Complaint

  Date:09/23/2022

  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 purchased taillight covers on 9/9 from AmericanTrucks. I received them on 9/15 and installed them on 9/17. The installation instructions are pretty simple for the installation; hold covers up to taillight and press into place for alignment, mark the locations, remove the covers and clean the mounting locations thoroughly with the alcohol pads, peel the adhesive backing from ****** strip and press firmly into place. Again, pretty simple. I followed these instructions and mounted the taillight covers. On the evening of 9/21, I was driving home from work and one of the taillight covers came off. I don't recall if I hit a small pothole or anything like that, but the cover came off on the highway and was gone. On 9/22, I contacted AmericanTrucks for a replacement cover since the one cover came off because clearly the ****** didn't hold, and I was told that since it was a customer error installing the cover, no replacement would be sent but instead, a $15 in store voucher would be issued. This is a $100 part and $15 isn't going to cover that cost. I followed the instructions but the ****** didn't hold the cover on. I got to enjoy my $100 purchase for 4 days but because the adhesive used to secure the cover is bad, it's my fault and I should suck it up and accept the $15 in store voucher. Unacceptable.

  Business Response

  Date: 10/06/2022

  To Whom It May Concern, 
  
  Our records indicate the consumer previously reached out on 09/22/2022 to report the tail light cover flew off on the highway. They were denied their return based as it was determined possible install error. I reviewed further and we are making an exception for a return for refund. We have reached out to the consumer as of today to notify them and have set up a return for a refund. 

  Thank you, 

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 paid more than $900 for a ********* HD off-road rear bumper for my 2014 ********* through Americantrucks.com. The vehicle has been in no accidents or collisions with the bumper. I have washed the vehicle frequently 1-2 every two weeks. The bumper is already rusting and there was no warnings for the bumper that it was susceptible to rusting per the manufacturer. This is a lack of an item being properly prepped and treated. I have contact the company and they are refusing to help with this issue. I believe the company should be held responsible and assist the customer with this as Ive paid more than $900 for this product. I believe there could be a resolution for this issue but they need to be held responsible for this defected product.

• Initial Complaint

  Date:08/18/2022

  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 ordered a Navos stereo upgrade for my truck on 8/13 and was a opened box item. When i checked order status it says shipping soon with a estimated shipping date of 8/13. The purchase was $808 and order number ************. I called wednesday cause it still said 8/13 for shipping date and when i called They submitted a ticket and it would 24 - 48 for an update onthe order status. Called today to ask **** n if there was an update they said they submitted a new ticket and to wait 24 - 48 hours for a update. I asked the lady to reach out thr warehouse she said there was no way she could. How do you guys run a business with no way to communicate with each other?

  Business Response

  Date: 08/31/2022

  To Whom It May Concern, 
  The consumer's order shipped on 08/20/2022 and was delivered 08/23/2022. This matter is considered resolved. 

  Thank you,