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American Muscle Customer Service Issue

Discussion in 'SN-95 and New Edge Mustangs' started by Cpaplaczyk, Dec 5, 2016.

Are you satisfied with American Muscles Customer Service?

  1. Yes

    7 vote(s)
    70.0%
  2. No

    3 vote(s)
    30.0%
  1. Cpaplaczyk

    Cpaplaczyk New Member

    Messages:
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    Location:
    AZ
    I wanted to chime in with an issue I am currently dealing with through American Muscle. My current throughout bearing started to go bad about a month or so ago. Seeing that Black Friday was coming up I figured I would check around to see what sales I could get for a new clutch and other parts. I found American Muscle had some great deals and ordered over $600 dollars worth of parts.

    While ordering the parts it is to be noted my Mustang is a 2001 GT, within this year range Ford decided to have two different blocks made either Windsor or Romeo. On American Muscle's website they instruct you of how to figure out what fly wheel you need. The two options are either the 6 bolt or the 8 bolt, no other difference other than the bolt patter.

    I followed their explicit instructions on their website and determined that my VIN had an X at the eight character therefor making it a Windsor block. I then proceeded to order the 8 bolt flywheel. From there I received all parts in a timely manner and begin the disassembly of my Mustang. Once the rear main seal and pilot bearing were replaced I then went to mount up the flywheel. This is when I noticed that it was the incorrect part.

    Once I noticed I had the incorrect bolt pattern I looked around the engine for any date markings, I noticed that the block had been stamped with 05/06/01. AM's website states as well that "2001 Mustangs with production date after 06/01 have a six bolt main." but this is incorrect in my circumstance.

    I then contacted American Muscle customer support and stated the facts to them as to why I had purchased the order based on their information that was given to me via their website. All I wanted to do was to send the incorrect flywheel back for the correct bolt patter (6 bolt). I was given the run around from each of the employees as well as the manager Dan who was very defensive and did not offer to assist in any way. I even read a review that I saw while on the phone with Dan that stated, "American Muscle states if your 8th character on the VIN is an "X" you have an 8-bolt pattern. This is not true, at least for my case. I have an "X" as the 8th character and I ended up having a 6-bolt pattern for flywheel installation. Good thing I purchased both, 6-bolt and 8-bolt pattern and will return the other that is not needed." Dan just ignored this customers review and continued cutting me off. In the end they wanted me to ship back the incorrect flywheel on my dime as well as pay full price for the correct 6 bolt pattern flywheel. I had originally purchased the 8 bolt fly wheel over the Black Friday sale saving me 40+ dollars on the part.

    I understand I ordered the incorrect part but this order was placed based on the information that was on their site. The manager Dan, stated that I should have called in to verify I was ordering the correct part and then they could send me the correct part at no additional cost if only I had called in. The issue I have with this is if I were to call in the tech would have verified everything that I had checked previously with the website and I would still be in the same situation, having the incorrect part. So since I did not order my product through the phone they will not justify sending me the correct part without any charge?

    I see that some individuals on this forum and others have had customer service issues from AM as well but has anyone had any success getting things resolved? American Muscle if this is the way that you will be treating your customers after they take the time to order 'correct' part based on your website then I will no longer be a customer.

    For all of the facts that I have stated in this thread please see this article here.
     
    Last edited: Dec 5, 2016
  2. DHG1078

    DHG1078 ¯\_(ツ)_/¯ Established Member

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    So Cal
    There is an AM rep on facebook who is really good about having issues resolved. Its rediculous that you can't call into AM to get the same support, but their social media reps are pretty solid on the mustang facebook pages.

    The information on AM site is probably from McLeod, and not something AM came up with since McLeod designed it. Its tough for sites like AM when there is a transition period on factory parts as manufactures do make mistakes when assembling cars.
     
  3. Cpaplaczyk

    Cpaplaczyk New Member

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    Jan 1, 2015
    Location:
    AZ
    It's disappointing that I have to go hunt someone down for something that I believe should have been taken care of over the phone. Dan, the manager on duty said that the information on their site was directly from Ford so even if I went to Ford, which he suggested, I would have gotten the same VIN lookup response. I do understand company's make mistakes it is just how this mistake was handled that bothers me. A company must rely on the return business of a customer to make money and if they are not handling issues with return customers then in my opinion they are handling their business incorrectly.

    Have you previously had an issue that was resolved with someone there? Do you have a suggestion of someone I should talk to from American Muscle?
     
  4. DHG1078

    DHG1078 ¯\_(ツ)_/¯ Established Member

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    I haven't personally had an issue. I've got a bullitt, so there isn't much grey area on what came on the car.

    I don't follow the facebook pages anymore, but I used to see A LOT of people get the help they needed there when they couldn't with AM on the phone. I don't remember the guys name, but I don't remember seeing anything that wasn't resolved. There is also a section of the site for AM on SVTP if you want to try reaching out to them there.
     
  5. Cpaplaczyk

    Cpaplaczyk New Member

    Messages:
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    Jan 1, 2015
    Location:
    AZ
    I posed in the American Muscle section here, I am not going to hold my breath but we shall see if anyone gets back to me...

    Thank you for all of your assistance.
     
  6. DHG1078

    DHG1078 ¯\_(ツ)_/¯ Established Member

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    No problem. Its a crappy situation you are in, but i'm sure its a result of there being 1000 times more false fitment claims for return than real ones like yours. I'm curious how much they have lost due to parts being returned damaged in the past. Thats usually why companies have policies on not taking opened boxes back.

    Not that it makes it ok for them.
     
  7. ashleyroachclip

    ashleyroachclip Well-Known Member Established Member

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    As our debating the way Ford built these engines ,if it is a Cobra or Mach 1 ( 32 valve ) it is 8 bolt .
    Other than , you get 6 bolts period .
    So if you are selling parts for a Ford ,you had best know these very small differences .
    If the flywheel bought was on sale , they need to and I beieve are required by law , to refund the purchase price .
     
  8. PC03GT

    PC03GT Well-Known Member Established Member

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    I went through it with them when I ordered my suspension. They sent two different struts, and my bmr sway bar with no hardware. They kept telling me it was on its way.....eventually over two weeks later it finally showed up. The customer service went way downhill IMO. I am not really sure if I would ever order anything from them again.
     
  9. AMWill

    AMWill Authorized Vendor Authorized Vendor

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    Malvern, PA
    Hey Cpaplaczyk,

    First of all, I want to say thank you for the business. We really do appreciate it.

    Second, I am really sorry that you had trouble with a part, and more importantly, with our service. This should not be the case what-so-ever and especially not after talking with a supervisor. It's unacceptable.

    That being said, I want to get you taken care of man, and I'm sorry it had to trickle down this far.

    Would you mind shooting me over a PM with the order #?

    Thank you!

    -Will
     
  10. AMWill

    AMWill Authorized Vendor Authorized Vendor

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    I'm really sorry that you had some trouble with us PC! That's crazy and especially that you had to wait so long.

    Would you mind shooting me over a PM so I can look into this and make sure it doesn't happen again?

    That's me! Thanks for the shout DHG. I will always make sure my customers are taken care of.

    I will make sure you are taken care of CP, you can count on it!

    We will most definitely refund him if that's what he wants!


    -Will
     
  11. Cpaplaczyk

    Cpaplaczyk New Member

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    AZ
    Thank you for chiming in Will. I have sent over a PM.
     
  12. AMWill

    AMWill Authorized Vendor Authorized Vendor

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    Received and replied man! You're in good hands!

    -Will
     
  13. 97snakebite

    97snakebite Well-Known Member Established Member

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    Sucks your experience start out bad. But not all reps are the same I just sent them back some headers didn't have to argue one bit

    Sent from my SM-N920P using Tapatalk
     
  14. ashleyroachclip

    ashleyroachclip Well-Known Member Established Member

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    I can be a bit strenuous , but patience , and asking the right questions can pay off.
     
  15. Cpaplaczyk

    Cpaplaczyk New Member

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    Will got back to me and was able to help me out! Thank you Will.
     
  16. Kline12

    Kline12 Bagged and Terminated. Established Member

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    Location:
    Spartanburg, SC
    I have had both positive and negative experiences with almost all of the better known Mustang Vendors. I.e.- American Muscle, Latemodelresto, and Lethal Performance. When I was knee deep in my build, I ended up ordering a lot of different parts from each site, and had a different experience with each.

    Lethal Performance took weeks to receive what I had ordered (6 days past the ETA I was given when the order was placed), and I actually ended up contacting customer service to find out whether or not my parts were even coming. I ended up on the phone with a pretty sarcastic fellow, who was reluctant in assisting me, but finally told me that it was indeed on the way. Aside from Lethal also being a bit more expensive than the competition, I was not impressed with my experience and won't be ordering from them again unless it is a last resort.

    American Muscle has always been fairly quick about their shipping, and prices seem on par with the market. I ordered from them fairly often for those reasons. However, they seem to struggle with making sure the order is correct. Luckily, this didn't happen with any of the orders I placed, but my roommate had it happen 2 orders in a row. I think his customer service experience was pleasant, and he was able to get it resolved quickly by the SVTP AM rep.

    LateModelResto has been the one I've used the most, due to knowing a couple of guys who worked for them, and being located (at the time) close to their warehouse made for super fast shipping. They did get one order wrong, and it happened to be one of the most critical/time imperative orders I placed. But I was able to contact someone the night I received the parts, and he over nighted me the correct parts the next day, free of charge. While letting me keep the incorrect parts they sent me.

    I'd say LateModel is one of my favorites, with AM being a close 2nd. But Lethal won't get my business again unless I don't have another choice.
     
  17. AMWill

    AMWill Authorized Vendor Authorized Vendor

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    Just noticed this reply, thanks for mentioning that man!

    I'm pumped that I was able to get you taken care of. If you ever need anything, please let me know!

    -Will
     
  18. AMWill

    AMWill Authorized Vendor Authorized Vendor

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    Hey Kline,

    I'm glad that you had a good experience with us, that's really all we could ask for!

    In regards to your roommate or anyone having a problem, I'm sorry about that but we are always willing to go the extra mile to fix them!

    Just let me know if you ever need anything :)

    -Will
     

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