American Muscle

Hello,We have set the customer up with a replacement radiator at no charge on 10/11/ We are out of stock on the radiator at the moment but should be back in stock in approximately two weeks The replacement radiator just as soon as it is back in stock and we see the original is in transit back to us Please let me know if I can be of any further assistanceBest RegardsAndrew D***

We apologize in the delay in applying the customer’s creditPlease be advised, as of today [redacted] ***’s credit in the amount of $was applied to his [redacted] accountThank you,

We issued this guy a refund in full on 1/even though [redacted] says they delivered the package and he refuses to take their calls so [redacted] denied the claim for non delivery If the dispute amount ($512.42) has been refunded in full (and at our expense due to his unwillingness to cooperate with ***) then there should be nothing left to dispute and I would ask the claim be closed

Please see the attached document The customer is receiving his replacement todayWe issued a credit of $to his credit card since the agent failed to apply the [redacted] shipping which is valued at $

[redacted] placed his order with AmericanMuscle.com on 8/ and his cold air intake was shipped on 8/via [redacted] tracking number [redacted] The package was delivered on 9/at 5:PM per *** [redacted] contacted us on 9/at approximately 2: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 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 $as he described in his complaint but in the interest of reaching an amicable resolution I have refunded that amount as of today 9/ 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 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

[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 business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

[redacted] sans-serif;">Customer ordered product# [redacted] on 12/2/from americanmuscle.com for $1,USD Product shipped on 12/10/via UPS and per the customer has been in their possession since [redacted] delivered the wheels and tires in Dec 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, - but are certainly no longer covered As an act of good faith we offered to sell [redacted] a replacement set at a discount – $USD per wheel vs $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 months ago at this point Best Regards, J Andrew D***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I feel that $is an insultMy bank fee's were $If they want a deal I want to be refund the bank fee of the $and an apologyNo one should have to go through what I went through for almost months straightFurthermore, the person who responded from AM should have been professional enough to reach out to meBut 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 $I will accept the offer Regards, [redacted]

Hi ***,I'm very sorry for the delay in my response I have been out of the officeI"m very sorry to hear about your issue with you're wheels and order alsoIf my looking at the order correctly it looks like you ordered [redacted] Chrome Wheels in 18xThis wheel is a +offset which will sit the wheel and tire pretty much inline with your rear fenderYou seem to have one sticking out which is not but I want to make sure that you like the fitment of the wheelsI would advise taking a look at our website and viewing some customer photos (http://www.americanmuscle.com/chrome-***-18x9-9410.html) so you can see how they will fit on your carIf 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 haveAgain I'm very sorry to hear about this issue and you experience with us this is not how we normally do businessAll 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]

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/ 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 $using the free [redacted] pre-paid return shipping label you have been provided Best RegardsAndrew D***Director, Customer Service

To it might concernClaim # [redacted] has been resolvedAmerican Muscle called me and reimbursed me for parts missingThanks for your help and have a good day.Thanks, [redacted] ***

[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 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, *** 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 ***, Regards, [redacted]

Hi ***,I"m sorry about the issues with your order and inconvenience over this transactionWe have emails going back and fourth with your ex and you about the extra parts you did receiveDoes 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 usWe have sent return tags to cover shipping many times as wellI want to work with you to solve this in the best interest of both partiesMy contact info is below please feel free to contact me at any time.MIKE J [redacted] | CS FLOOR MANAGER ###-###-####mike.j [redacted] @turn5.com

Hi [redacted] , I can understand your frustiation on this order and the charges and creditsIt 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 $per tracking number and you had total packages which is why you saw your credit back missing $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 betterFor that I apoligize and would like to get you the $dollars backI looked through your orders and seems like you are only missing the $You spent a total of $on 1/20/2015, we credit you $on 2/11/2015, $on 2/11/2015, and $on 2/12/79.99+24.99+= $$534.95-= $If that is what you are seeing on your bank statements as well, I'll get the credit process right away for youAgain 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 usIf 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]

---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Tue, Dec 16, at 2:PMSubject: RE:To: [redacted] < [redacted] >Hi ***,After reviewing your order and speaking with you this morning I had a call with the Revdex.comMy gut feeling as we talked about was that [redacted] would not be willing to help you with this issueYou had mentioned that you were considering buying some [redacted] and having someone make them for youWhat 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 madeIf you don’t need them, just sell them and use the extra money to pay for the custom exhaust you having madeI’m very sorry that you had issue with this orderI 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

[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]

Hi ***,I'm very sorry to hear about your experience with us and your orderWe did have the [redacted] wheels at a sale price of $and unfortunately we sold outI'm not sure why my supervisor George told you a different order dateI have pulled your order up ( [redacted] ) and you did indeed order on 11/21/at 8:31pmI will review this call and see what happen there and why your were told incorrect information during that callThe reason we canceled these orders is we cannot get a good ETA on the wheels for our customers and feel making you wait is poor customer service as wellI would love to work with you on another wheel for price we both agree on if that is something you would like to doI also want to apologize for everything you have gone through and for being told incorrect informationI believe being honest with customers is always the best policy even if someone makes an errorWorking and starting with truth is just a better way to do businessMy direct contact information is at the bottom please feel free to contact me if you need anything.Thank you,MIKE J [redacted] | CS FLOOR MANAGER ###-###-#### [redacted]

Hi [redacted] ,I'm very sorry to hear about the issues with your orderThis order should have shipped with day shipping and did notI'm very sorry for this mix up and I'm refunding your shipping charge of $today since you didn't get the shipping service you paid forI"m also crediting your [redacted] another $(total credit back to [redacted] account: $50.46) for the inconvenience on this orderIf you have any questions please feel free to contact me (info Below.)thank you,MIKE J [redacted] | CS FLOOR MANAGER ###-###-#### [redacted]

[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 business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Hello,Was a pleasure speaking with Chris The oil on the gears are a compound used in the manufacturing process used to verify the pattern and is one of the features that distinguishes [redacted] from other brands - however we have arranged for another set to be shipped via UPS Should you required any additional help please let me know.Andrew D***Director of Customer Service