AAL (American Adventure Lab) Poor Customer Service

[RoamingGladiator]

Hey folks,

Anyone else having issues with American Adventure Lab? I purchased their DRLs and the upgraded fender bolt kit back in November.. one of the DRLs already died a few months later. Put in a warranty claim, going on over a week with no updates as I'm driving around without a turn signal. I've emailed multiple times, all they said was they're putting in a claim and they'll get back to me.

Was about to order a large amount of products from them, glad I didn't. Looks like a few people having similar issues on the JL forum since they were bought out.

Sponsored

 

[MoparToYou]

I hear the same thing everywhere I read about them. Good luck getting your lights fixed.

 

[Commodus]

Hey folks,

Anyone else having issues with American Adventure Lab? I purchased their DRLs and the upgraded fender bolt kit back in November.. one of the DRLs already died a few months later. Put in a warranty claim, going on over a week with no updates as I'm driving around without a turn signal. I've emailed multiple times, all they said was they're putting in a claim and they'll get back to me.

Was about to order a large amount of products from them, glad I didn't. Looks like a few people having similar issues on the JL forum since they were bought out.

I don’t see where AAL has new ownership? It’s been a couple years since I have bought anything from them, but when I did their customer service was great. I know the owner has been going through some personal medical issues and maybe that has affected the business but again I always had a positive experience when dealing with them

 

[AAL Sales]

Hi friends,

We are working to get everyone taken care of. There has been a little craziness recently but things are getting better.

Jake, I responded to your help ticket. Our customer service rep, Xander, did get confirmation and is going to be working with you to get you a 2 new lights. I think we'll be able to get it shipped out today or tomorrow. Sorry for the slight delay in this process, it takes a little time for us to get confirmation.

-Dallin

 

[RoamingGladiator]

I don’t see where AAL has new ownership? It’s been a couple years since I have bought anything from them, but when I did their customer service was great. I know the owner has been going through some personal medical issues and maybe that has affected the business but again I always had a positive experience when dealing with them

Not sure on the ownership thing, saw a few posts on the JL forums of people mentioning they changed hands and similar customer service experiences. Haven't actually seen any proof of that though.

Hi friends,

We are working to get everyone taken care of. There has been a little craziness recently but things are getting better.

Jake, I responded to your help ticket. Our customer service rep, Xander, did get confirmation and is going to be working with you to get you a 2 new lights. I think we'll be able to get it shipped out today or tomorrow. Sorry for the slight delay in this process, it takes a little time for us to get confirmation.

-Dallin

Thanks Dallin. I think what would help in the future is to set some expectations on timelines when submitting warranty claims. Even just along the lines of "Please expect 1-2 week wait for response", etc. Unfortunately the cops where I live are a bit... unfriendly, already received a ticket for non-functioning turn signal and had to stop driving my Jeep until I receive the replacement parts

 

[The Gater]

Hey all, I created an account just to post on this thread. I too have a turn signal failure and have been dealing with Xander at AAL to get a resolution.

Let me start by saying this has been one of the most frustrating companies I've ever dealt with, and I'm shocked they haven't gone under given their display of inept management.

I called them Wed., Feb 26th, 2025 to report an issue of our left highline turn signal going haywire. Xander asked for video, so I sent 2 of them that same day. He said he'd send them to his "warranty guy" and get back to me. I received no reply from him, so I called again that Friday, the 28th and he stated that his warranty guy hadn't gotten back to him, but he'd follow up with him. By 3/4/25, I called again to follow up, since I hadn't heard anything and he stated that he should have noticed in the video they were Gen 1 lights, and out of warranty, but that his warranty guy pointed that out. He stated the best they could do is offer 25% off the replacements, so I ordered them that day, Tuesday, 3/4.

 

[The Gater]

I never received a shipping confirmation, so I called them on 3/7 to confirm if they shipped. That's when I got the sob story from Xander about how their whole shipping department quit and they had to rehire everyone and create all new processes which was causing a delay in getting orders shipped, but that he was certain it would ship "next week", and they had the smoked lenses in stock and I've "got my name on one". As of today, I still don't have a shipping confirmation! I called again today and spoke with Xander and he tells me they don't have any inventory on the smoked lenses!!!! He said their vendor shipped them 3 days ago and they should have them next week. I expressed my massive frustration with this process and asked him to just ship me the clear ones if that would get them out today. Then he explains he's literally the only person in the entire business who works Fridays and there's nobody there to ship them. How AAL can operate a business like this is beyond me. Their product failed, I paid for a replacement, my vehicle can't be legally driven without this product, then they run out of stock of that product and can't ship them even 10 days after my order. Unbelievable!

 

[RoamingGladiator]

I never received a shipping confirmation, so I called them on 3/7 to confirm if they shipped. That's when I got the sob story from Xander about how their whole shipping department quit and they had to rehire everyone and create all new processes which was causing a delay in getting orders shipped, but that he was certain it would ship "next week", and they had the smoked lenses in stock and I've "got my name on one". As of today, I still don't have a shipping confirmation! I called again today and spoke with Xander and he tells me they don't have any inventory on the smoked lenses!!!! He said their vendor shipped them 3 days ago and they should have them next week. I expressed my massive frustration with this process and asked him to just ship me the clear ones if that would get them out today. Then he explains he's literally the only person in the entire business who works Fridays and there's nobody there to ship them. How AAL can operate a business like this is beyond me. Their product failed, I paid for a replacement, my vehicle can't be legally driven without this product, then they run out of stock of that product and can't ship them even 10 days after my order. Unbelievable!

Same issue I'm having unfortunately. I'm now over 3 weeks no shipping notification and I've been unable to drive my Jeep, I live across from a police station and I got ticketed pulling out of my neighborhood already.

I cancelled a 3k+ order from them and I intend on finding other side lights at this point. As I have no idea when I'll even receive a replacement. One light fully breaking after three months and the second breaking shortly after is just wild... quality control and customer service needs some work.

 

[The Gater]

Same issue I'm having unfortunately. I'm now over 3 weeks no shipping notification and I've been unable to drive my Jeep, I live across from a police station and I got ticketed pulling out of my neighborhood already.

I cancelled a 3k+ order from them and I intend on finding other side lights at this point. As I have no idea when I'll even receive a replacement. One light fully breaking after three months and the second breaking shortly after is just wild... quality control and customer service needs some work.

Good grief, and that's after Dallin stated on the 4th they were shipping that day or the next.

I sent a pointed, but professional and factual, email to the owner of the company on Friday. I only received an autogenerated response saying (basically) to call their customer service. Yet, low and behold, I got a shipping confirmation that day and the product actually shipped. Hopefully they arrive tomorrow as scheduled as my wife daily drives this Jeep and hasn't been able to drive it for 3 weeks.

 

[RoamingGladiator]

Good grief, and that's after Dallin stated on the 4th they were shipping that day or the next.

I sent a pointed, but professional and factual, email to the owner of the company on Friday. I only received an autogenerated response saying (basically) to call their customer service. Yet, low and behold, I got a shipping confirmation that day and the product actually shipped. Hopefully they arrive tomorrow as scheduled as my wife daily drives this Jeep and hasn't been able to drive it for 3 weeks.

Could you provide the owners email? I emailed first thing yesterday and no response. I paid $50 + to ship the warranty headlights and received no confirmation of shipping now for over two weeks. We're coming up on a month since my initial warranty claim with what seems to be no traction. They've now marked my ticket as resolved, when it clearly is not.

Emailing the owner will be my last attempt for resolution before I chargeback the purchase and report American Adventure Lab for not honoring warranty claims, I would really prefer not to do that as I do quite like the lights (minus the rusted out bracket).

 

[RoamingGladiator]

After cc'ing the owner and blasting them on social media, I received a response very promptly. The lack of communication is horrid and I shouldn't have to keep contacting them to get an update. But, they are shipping me the part. I guess they're having delays from their supplier but for whatever reason were unable to communicate that.

I will give props to Dallin, they are very pleasant when involved. If their communication was consistent and frequent like Dallin, this wouldn't of even been an issue.

Will update whenever I hopefully, eventually receive the part.

 

[RoamingGladiator]

No update to speak of. Told they received a batch of lights on Tuesday, no shipping number or confirmation of shipping yet and no timeline.

We're now at 1 month since initial warranty claim. Will update once I receive a shipping number, or in another week if no update.

 

[JTdiRtyD]

Submit a complaint with the BBB. I don't fully understand how it works, but if the business doesn't resolve within "x" it somehow negatively affects them.

Regarding the light, can you not just reinstall the OEM light for the time? If not possible, I'd keep a record of the attempts to get this resolved and if you get stopped again show the officer, if they are still a dick and ticket you, I would think you should be able to let it go to court and show everything to the judge.

 

[RoamingGladiator]

Submit a complaint with the BBB. I don't fully understand how it works, but if the business doesn't resolve within "x" it somehow negatively affects them.

Regarding the light, can you not just reinstall the OEM light for the time? If not possible, I'd keep a record of the attempts to get this resolved and if you get stopped again show the officer, if they are still a dick and ticket you, I would think you should be able to let it go to court and show everything to the judge.

I'm running chopped fenders unfortunately, so returning to the factory light is no longer possible. Thankfully my Gladiator isn't my primary vehicle, so it's not a huge nuisance its just more annoying than anything.

If I don't hear anything by end of this week I'm assuming its a lost cause and I'll be charging back the warranty shipping payment and moving on. Will report them to BBB and blast them anywhere I can. Whats entertaining is their Instagram is super active, responding to people within hours, etc but they can't respond to emails in a timely manner.

 

[JTdiRtyD]

I'm running chopped fenders unfortunately, so returning to the factory light is no longer possible. Thankfully my Gladiator isn't my primary vehicle, so it's not a huge nuisance its just more annoying than anything.

If I don't hear anything by end of this week I'm assuming its a lost cause and I'll be charging back the warranty shipping payment and moving on. Will report them to BBB and blast them anywhere I can. Whats entertaining is their Instagram is super active, responding to people within hours, etc but they can't respond to emails in a timely manner.

Yeah I find it strange. I've been told good things about AAL from folks that are either heavy in the space or have dealt directly with them. It's a shame because some of their products look really promising.

Sponsored