American Muscle

Dear Sir,
Our apologies, we ship same day and were unable to pull the order before it was shipped.  Looks like the customer has a '14 ** and this part is for a 12'-'13 [redacted] per our website.  However we have gone ahead and performed a [redacted] intercept on the shipment and...

issued a refund on 12/2 so at this point the customer is whole.  Happy to have helped out and please let me know if there is anything else we can do.
Andrew D[redacted]
Director of Customer Service

I am very happy with what American Muscle has done for me and my stang...it is wonderful..however, I have a complaint about a certain way they might handle a point of sale...quote on quote, customer service rep stated, Xtreme Stop front rotors will not be available for sell until 2 or 3 weeks from now...I supposed and I assumed that his statements were hard facts, however, quote on quote, customer rep who handle my call too 12/12/2016, X:00pm hour, stated, it is not always accurate that our customer reps have exact information of when an item will be available...so my question is, aren't their customer sales rep information correctly of their inventory and logistics correctly? Why was I sold an item over the item I wanted, in the pretext that such item, is better, because it is stock, and the item I wanted was not in stock, and might be available in 2 or 3 weeks...well I feel offended and misled about their logistical correspondence from their customer sales reps, because, I feel that the item I wanted, are as good as the one that they said and suggested not to buy, over the fact, that they had it in stock, and available....so this is the story, the next day, after I had clearly made the purchase of the item they suggested, the item, which I wanted became readily available for sale, I believe I was misled...I would prefer the Xtreme Stop front rotors, as I wanted it...however, this is the other issue...the customer rep who spoke with me this day, 12/12/2016, stated, quote on quote, the Xtreme Stop are just as good as the Power Stop front rotors...so my question is, why was I sold something that I didn't want in the beginning and misled to buy something that they would prefer one to buy, when both items are as good a product for your vehicle...I believe I was misled.

Hi [redacted],I'm very sorry for inconvenience with your order. I searched your name and address and I cannot find an order for you. Can you please provide the order number so I can see what happened.MIKE J[redacted]| CONTACT CENTER FLOOR MANAGER ###-###-####mike.j[redacted]@turn5.com

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I feel that $30.00 is an insult. My bank fee's were $50.00. If they want a deal I want to be refund the bank fee of the $50.00 and an apology. No one should have to go through what I went through for almost 3 months straight. Furthermore, the person who responded from AM should have been professional enough to reach out to me. But then again, if they were professional, they would have responded to my letters and I would not have to go through the Revdex.com.  If they are willing to give me $50.00 I will accept the offer. 
Regards,
[redacted]

Hello [redacted],A replacement order was set up for you at no charge regarding order [redacted] for the hood scoop and a free [redacted] return shipping label emailed on 9/10/2015.  We are happy to ship your replacement order out just as soon as your return is in transit back to us, but like any retail...

company we require that product actually be returned or paid for before doing an exchange.  Alternatively, if you no longer wish for the hood scoop to be replaced, you are welcome to ship the hood scoop back for a full refund of $249.99 using the free [redacted] pre-paid return shipping label you have been provided.  Best RegardsAndrew D[redacted]Director, Customer Service

[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.]
Revdex.com:
I have reviewed the response made by the distributor of the faulty product sent to them by the [redacted] company in reference to complaint ID [redacted], and find that this resolution is overly generous  to me.   American Muscle is a class organization that unfortunately was lied to by the [redacted] company.   [redacted] knowingly changed their product to a low grade material but kept the inflated price, the incorrect labeling of the boxes, the incorrect specifications and descriptions of said product for the past 2 years.  [redacted] company does not care about Me, past and future customers,  American Muscle or probably any other distributors of their product.   American Muscle stepped up, [redacted] threw them under the bus. 
   Please display American Muscle as a model company and [redacted] as the dishonest company they strive to be!
Thank You [redacted],
Regards,
[redacted]

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Sir/Madam,We do regret that the customer is unhappy with our attempts to resolve his issues to date.  We have taken the following actions regarding the two items he was dissatisfied with in a good faith attempt to remedy the situation:- White Rocker Stripes - Were replaced and shipped to...

the customer at no cost on 11/15 and delivered to the address he provided on 11/19.- Leather [redacted] Boot - Was replaced at no charge when the customer stated the first one was defective/not as expected.  When the replacement did not meet his expectations he was refunded in full on 11/18/2015.  We no longer have inventory on the Leather E-Break Boot and the item has been discontinued.For both items the customer has been refunded in full for both items.  As per the americanmuscle web site "AmericanMuscle.com is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts." however as a customer service gesture $65.00 of store credit was issued to the customer on 10/27/2015 to be used toward a future order.  All orders were shipped to the United States shipping address provided by the customer.  We apologize if driving to that address from Canada was inconvenient however this was the shipping address specified.  At this point the customer has been refunded in full for the items in question and despite not being obligated to do so, we have issued a store credit as a service gesture. Best Regards,Andrew D[redacted]Director of Customer Service

[redacted] placed his order on 12/16 for a [redacted] Oil Catch Can w/Clean Side Separator...

(11-14 3.5L [redacted]) for $329.00 which he paid via [redacted].There was no movement with the order and no updates.[redacted] called on 12/26 at 12:40:12PM reached our agent Vicki as she was speaking with him and the call dropped.  [redacted] called back at 2:55:49PM the same day and spoke with Danny. The customer stated he wanted to cancel his order he was unable to continue to wait for it. The agent submitted a Cancellation request which is still processing. Unfortunately, our location has been experiencing, on going connectivity issues which result in dropped calls, we are working to rectify the situation and we apologize for issue. The agent who received [redacted]'s second call was able to quickly locate his account assess there had been no movement on his order and issued a Cancelation Request ticket which is in process as of today 12/27/17. We apologize for any inconvenience this may have caused the customer. Once the cancelation has processed the customer will receive notification via email.

Hi [redacted],
I can understand your frustiation on this order and the charges and credits. It seems when you placed the order you provided an incorrect zip code and in an effort to get you the items you ordered we had to have [redacted] correct that. [redacted] charges a fee of $10.00 per tracking number...

and you had 5 total packages which is why you saw your credit back missing $50.00. However I do not agree that we didn't contact you first before changing the addresses we did send an email, but a phone call is always better. For that I apoligize and would like to get  you the $50.00 dollars back. I looked through your orders and seems like you are only missing the $50.00. You spent a total of $534.95 on 1/20/2015, we credit you $79.99 on 2/11/2015, $24.99 on 2/11/2015, and $379.97 on 2/12/2015 79.99+24.99+379.97 = $484.95. $534.95-484.95 = $50.00. If that is what you are seeing on your bank statements as well, I'll get the credit process right away for you. Again I'm very  sorry about your experience with us as we do not want any of our customer to have a bad shopping experience with us. If there is anything I can do to try to regain your business please let me know.thank you,MIKE J[redacted]| CONTACT CENTER FLOOR
MANAGER ###-###-####[redacted]

[redacted]
*
sans-serif;">Customer ordered product#  [redacted] on 12/2/2013 from
americanmuscle.com for $1,309.00 USD.  Product shipped on 12/10/2013 via
UPS and per the customer has been in their possession since [redacted] delivered the
wheels and tires in Dec 2013.  I have attached a screenshot of the
customer’s order that contains the product, date of purchase and [redacted] tracking
information. 
 
Our warranty information may be found on the americanmuscle.com
website at the following url -  http://www.americanmuscle.com/about.html#Wheel_Warranty
among other places.  As the customer is aware from his comments and is
clearly stated in the warranty “Chrome Plated Wheels are guaranteed against
separation and peeling for the period of one year from the original date of
purchase.”  This means that the wheels were under warranty until Dec 2,
2014 - but are certainly no longer covered. 
 
As an act of good faith we offered to sell [redacted] a
replacement set at a discount – $130.00 USD per wheel  vs $144.99 USD per
wheel.  We would continue to be willing to offer this discounted pricing
to [redacted] as an act of good faith even though we are not obligated to offer
any accommodation to [redacted] as his wheels were purchased 18 months ago at
this point.  
 
Best Regards,
 
J Andrew D[redacted]

We have corrected the issue for [redacted]e and sent him his new tunes per his request. We apologize for any inconvenience this caused [redacted]e. Thank you,Tricia H[redacted]

[redacted] placed his order with AmericanMuscle.com on 8/29
and his cold air intake was shipped on 8/31 via [redacted] tracking number [redacted].  The package was delivered on 9/2 at
5:06 PM per [redacted].  [redacted] contacted us
on 9/3 at approximately 2:20 PM...

requesting to return the product stating it had
been installed was defective because the design of the Cold Air Intake.  The intake requires the PCV to be plugged and
this was not acceptable to [redacted]. 
This is not a defect but how the intake is designed and as the item had
been installed, the cold air intake would not normally be eligible for return.   Per the terms and conditions in the returns
section of the American Muscle website, “We will not accept a return of an item
that is damaged or defective if it has been used/installed please inspect all
orders as soon as you receive them and contact [email protected] within
72 hours.” 
As a courtesy to [redacted] we allowed the return even though
the item had already been installed on his vehicle and his item did not meet
the criteria posted in our returns section which states, “We will issue a
Return Merchandise Authorization (RMA) number, which is required to process
your return.  Products (including packaging) must be returned in new,
resalable condition.”  [redacted] was
refunded for the item less a 10% restocking fee of $19.99 as he described in
his complaint but in the interest of reaching an amicable resolution I have
refunded that amount as of today 9/16. 
While AmericanMuscle.com will pay for return shipping costs
as outlined on our website in many instances, we do state, “If we sent you a
different product from the one you ordered, or a defective item, please contact
us using the information above within 30 days of receiving your order.  We
will replace the product and process your return at no charge.  If for any
other reason you need to return an item, you are responsible for all return
shipping charges.  Please check all merchandise for damage or defect when
you receive your order, and before the item is used or installed.”  As
this intake has not defective, had been installed, and was not being exchanged
or replaced – [redacted]’s return was not eligible for a prepaid return shipping
label and was at his own expense.
While we dispute that the item is in fact defective, labor
costs are not covered regardless; as per the terms and conditions on the
American Muscle website, “AmericanMuscle.com is not responsible for any labor
costs which occur as the result of the installation of wrong or defective
parts.”   
At this point [redacted] has been refunded in full for all
charges made by AmericanMuscle.com for the cold air intake and shipping to him.  I sincerely hope that the good faith refund
of the restocking fee will help resolve the issue.

Hi [redacted],I'm very sorry for the delay in my response I have been out of the office. I"m very sorry to hear about your issue with you're wheels and order also. If my looking at the order correctly it looks like you ordered 4 2010 [redacted] Chrome Wheels in 18x9. This wheel is a +30 offset which will...

sit the wheel and tire pretty much inline with your rear fender. You seem to have one sticking out which is not normal but I want to make sure that you like the fitment of the wheels. I would advise taking a look at our website and viewing some customer photos (http://www.americanmuscle.com/chrome-[redacted]-18x9-9410.html) so you can see how they will fit on your car. If you like the way they fit I will set you up with a replacement on all four wheels and pay for the mount and balance fee you have. Again I'm very sorry to hear about this issue and you experience with us this is not how we normally do business. All my contact info is below please feel free to reach out to me at any time.Thank you,MIKE J[redacted] | CS FLOOR MANAGER ###-###-####[redacted]

Hi [redacted],I'm very sorry to hear about the issues with your order. I do see we had a mix up from the vendor on this item and they were mis-boxed. I went over to the warehouse and checked this item and we do have the [redacted] Heat Shield - 50th Anniversary Logo back on the shelf and I have...

one set aside to ship for you if you would like the product. I'm not sure why you were never called back about this issue and I'm sorry about that. We would like all our customer's to have a great experience with us and get the product they ordered. My contact info is below if you would like to reach out to me. Just let me know what works for you we can ship your correct item out or issue a full refund. Again very sorry for the inconvenience with your order[redacted] | CS FLOOR MANAGER ###-###-####[redacted]

From: [redacted] <[redacted].com>Date: Tue, Feb 14, 2017 at 3:05 PMSubject: I would like to close my complaint.To: [email protected]#[redacted] is my complaint number. American Muscle reached out to me and they resolved my issue and helped. E get the right part. They where awesome, and completely...

blew my expectations out of the water!

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Dec 16,...

2014 at 2:47 PMSubject: RE:To: [redacted] <[redacted]>Hi [redacted],After reviewing your order and speaking with you this morning I had a call with the Revdex.com. My gut feeling as we talked about was that [redacted] would not be willing to help you with this issue. You had mentioned that you were considering buying some [redacted] and having someone make them for you. What I would like to do is credit back for the exhaust you purchased ($226.15) now and have you keep the [redacted] exhaust so you can use them as a templet to have your new system made. If you don’t need them, just sell them and use the extra money to pay for the custom exhaust you having made. I’m very sorry that you had issue with this order. I have sent the credit back to the card used on order (Visa ending in 6216). If you have any questions please feel free to contact me at any time.Thank you,[redacted] | CS FLOOR MANAGER Turn5.com[redacted]@turn5.com

Complaint ID:     [redacted] – Customer opted not to return second set of Sway Bar Links.  I have set the customer up with $129.99 in credit (value of the sway bars) good for 6 months as a gesture in good faith.  Please let me know if he has any other questions.

Hi [redacted],I"m sorry about the issues with your order and inconvenience over this transaction. We have emails going back and fourth with your ex and you about the extra parts you did receive. Does your ex still have these items? We would like our products back and understand you didn't order the...

extra parts, but you both agreed to return the items back to us. We have sent return tags to cover shipping many times as well. I want to work with you to solve this in the best interest of both parties. My contact info is below please feel free to contact me at any time.MIKE J[redacted]| CS FLOOR MANAGER
###-###-####mike.j[redacted]@turn5.com

Dear Sir,This was not credited to [redacted] in error - generally tuners are non returnable items however we certainly did make an exception in this case and apologize for the issue.  A refund in the full amount for $459.99 was issued on 8/28 to the customers original form of payment....

 Please let me know if there is anything else I can do to assist in this matter.Best Regards,Andrew D[redacted]Director of Customer Service