American Muscle

Dear Sir/Madam,
Thank you for forwarding the issue to my attention.  After reviewing the customers complaint, internal correspondence and speaking with two supervisors who reviewed this complaint previously at the customer's request we have to respectfully decline to replace...

or refund in full.  On 6/16 We were contacted by the customer and per the customer serve agent's notes (Nat Patterson) the customer stated that "They installed them in the dark over the weekend"  Nat then notes the customer states they "Noticed scratches in the Lug Nut Wells on 3 of the 4 wheels that had been installed.
Our warranty exclusions are as follows:
American Muscle's obligation under these warranties is limited to repair or replacement at our sole discretion, without charge excluding freight if wheel(s) are found to be defective. This warranty excludes:
Any wheels that have been damaged due to abuse, neglect, misuse, or that have been repaired or altered.
Wheels that have been used for off-road or racing.
Wheels that have been damaged due to adverse weather conditions, or road chemicals.
Wheels that have been improperly installed or installed with other than recommended accessories.
Wheels that have been installed with tires that exceed the recommended size or installed on vehicles that they were not specifically intended.
Transfer of title by the original purchaser voids the warranty
We explained that the improper installation voided the warranty and had they contacted us prior to installation/installed correctly we would have been glad to replace the wheels.  However we would be happy to credit the customers $50 for the cost of some touch up paint, even though the warranty has been voided and we are under no obligation to do so as a gesture of good faith.  If this is acceptable to the customer please let me know.

Hello,We have canceled your order per your request and attempted to issue the refund on 3/23, but are not able to process the refund if their is an outstanding dispute on the charge.  We will be able to process your refund as soon as the charge is no longer in a disputed status.  Please...

let me know if there is anything else I can do to assist.Andrew D[redacted]Director of Customer Service

[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: [redacted]
I am rejecting this response because:Shipping issues are between the business and [redacted].   They are aware I have not received an item that has been paid in full for two weeks.  It is unreasonable a replacement wasn't shipped overnight once they discovered they had shipping issues, specifically when [redacted] says there is "no scan" when the packaged should have been picked up from the business.  I wish them luck in retrieving their lost property, but I have paid for an item, and that item should be expedited to me immediately. 
Regards,
[redacted]

Thank you for the opportunity to respond to [redacted], however American Muscle does not cover labor/shop cost. This information was provided to [redacted] on 4/21/2017 and again today 4/27/2017. We have processed a credit for $100.00 on 4/21 and are awaiting the returned product, once...

the product arrives we will issue the full credit. Therefore we will not provide additional monies in the amount of $155.00. We are sorry for any inconvenience this may have caused. Thank you.

[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:
To be entirely honest, this refund is a bit ridiculous, because I'm not going to go ask people to give me $100 in cash instead. "hey, remember that gift card you got me? Yeah, well I refunded it. Give me $100". Don't worry about removing my ability to pay with a card, I'm never buying anything from your store again. "Regards",
[redacted]

[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: American Muscle has not addressed my complaint. This company claims to be "[redacted] Enthusiasts" and yet your asking me to drive my car with HOLES in my hood until the replacement arrives. I wonder if they would ask their associates to drive their vehicle with holes in the hood. Your product did not meet my satisfaction and when I addressed this with American Muscle they failed to address what was originally sited in my complaint. The product was installed correctly and did not at all meet your description. I have no problem returning your defective product. Have you taken the time to even review the issues here? Removing your defective product has left permanent holes in my hood. As previously stated I want American Muscle to return my vehicle to the way it was prior to their defective product being installed. American Muscle has done nothing but regurgitate their "willingness to take an exchange". This doesn't meet my satisfaction. 
Regards,
[redacted]

Our Final Position: We apologize [redacted]’s three attempts to order the [redacted] Hood Vent Scoops have been canceled by our vendor [redacted]. We apologize for the inconvenience this may have caused him.  The resolution we can offer and have offered previously, is for the customer to send in a...

check or money order, once the cleared we would manually process the order for the customer.

Hello,
We did have an all sales final policy at our scratch and dent tent at the car show as [redacted] indicates, however we certainly value him as a customer and appreciate his attendance at the show.  While we are unable to accept returns I would be happy to provide him with...

a $122 credit he can use on his next order with AmericanMuscle.com.  He would just need to call the order in and ask that we apply the credit toward his purchase.   The credit will remain in our system for 6 months so it would need to be used prior to expiration.  
If this is acceptable I will get [redacted] set up with that $122 credit in our system.  
Best Regards
Andrew D[redacted]
Director of Customer Service

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

[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]

Hi [redacted]I'm very sorry to hear about your experience with us and the issues with your order. This is not normal for us or is it anyway we want to treat our customers especially a great customer like yourself. From what I see in your order(s) it seems all the items have shipped but  it seems...

one tire will not be delivered until 4/02/2014. At that point you should have all your wheels and tires to complete your order. You did ask to have these mounted and balanced so I would like to cover the cost you having that done locally once you receive all the items for your order. Once we get that all covered I have no issues working with you on a store credit and your request for $250.00 is okay with me. I just want to make sure you get your order squared away and I know you have all four wheels and tires the way they should be. My contact info is below if you would like to contact me directly.thank you and I'm very sorry again for all this.MIKE J[redacted] | CS FLOOR MANAGER
Turn5.com
[redacted]
[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]

Complaint ID:     [redacted] – Customer was refunded in full ($149.99) for the Tunes for Life Program.  Please let me know if he has any other questions.

Hello,Because [redacted] was late in delivering the item, we have waived our normal return policy as it relates to freight shipments.  We are having the item returned to us and have issued a refund for the freight costs of $99.00 on 5/24.  We will be issues a refund in full for the hood as soon...

as the return is received and processed by our shipping department.  Best RegardsAndrew D[redacted]Director of Customer Service

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 Regards
Andrew D[redacted]
Director, Customer Service

Hi [redacted],I'm sorry to hear about the inconvenience you have had with
your order. I looked at your order and your email to the Revdex.com and I think
I found where some of the confusion is coming from. On July 9th you did
place an order for wheels (tires) but you ordered AMR Black Wheel -
19x8.5...

(4 total). I have attached a copy of your confirmation email that
was sent to you on the 9th as well. On July 14 you called to set up a
return (RMA) because you ordered the incorrect color wheels (RMA) email
sent to you on the 14 is also attached) so we set up a return for the
black wheels to create you a store credit once the wheels where checked
in by our returns department. In that email sent to you on the 14 it
states: "Your credit will be issued within 10 business days of the
receipt of your return." We received your wheels back on July 17th so 10
business days from there is: July 31 (business days are Monday -
Friday). I understand this is an inconvenience for you and I do want to
help you with this situation but this is the normal RMA procedure. What
I'm going to do is contact my RMA team and see if I can your return
processed in the next few days. Than I can create the store credit so we
can place an order for the correct color wheels you want. Again I'm
sorry this order was an inconvenience for you and I will work with you
to make this situation go as smoothly as possible. Below you will find
my contact info if you would like to contact me directly.Thank you,[redacted] | CS FLOOR MANAGER ###-###-####[redacted]

My apologies you are dissatisfied with the response, however the privacy policy is explicit in what and how information will be handled.  At this point we consider the matter closed.

Hi [redacted],I'm very sorry hear about your experience with us and your wheel situation. I would like to help you with this can you send pics of the wheels you have and the new style you got? I just want to see the differences and see if there is something I can do to get you the old style wheel. My...

contact info is below if you would like to email me directly. Again [redacted] I'm very sorry for the inconvenience and hope we can work together to get this situation solved quickly.thank you,[redacted] | CS FLOOR MANAGER ###-###-####
[redacted]

Hello, Both our support and the technical support lines at [redacted] (The part’s manufacturer) attempted to help the customer in installing this part and explaining that what he was attempting to do was incorrect.  Despite multiple attempts on both our parts to assist the customer we...

were unable to persuade him to follow our instructions.  Below are the comments from one of the lead engineers at [redacted] who we partnered with in an attempt to help [redacted]: 1.       He is not supposed to re-use his factory [redacted] chin splitter reinforcement part with our splitter.  If he just uses the close out panel underneath and eliminates the reinforcement, he should be in business. 2.       Watch the installation video on the website. 3.       He may need to buy a factory ** close out if he is worried about debris hitting his radiator. Additionally the customer in no way was obligated or required to destroy the components he would like replaced for free.   We did offer the customer a -10% discount on ordering replacements for the components that he damaged as a voluntary gesture of good will and are willing to reiterate that offer however our final position is the customer uninstalled and attempted to install the components correctly and choose to ignore the recommendations and advice of both the service team at American Muscle and the Technical Support line at [redacted].    Best Regards Andrew D[redacted]Director of Customer Service

Hello,A refund in the amount of $189.99 for the chin slitter was issued on 2/29  to [redacted]'s [redacted] account and he has been refunded in full for the product.  Because a complaint case exists on this transaction with [redacted], we are unable to assist [redacted] any further until the case is resolved however can send a new SDK card once the matter is closed with [redacted].  Best RegardsAndrew D[redacted]Director of Customer Service