AAL (American Adventure Lab) Poor Customer Service

[RoamingGladiator]

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.

Love the look of the product... just poor warranty experience which has turned me off from their other products unfortunately. Not sure what's going on with them, but hopefully they can turn it around.

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[caryt]

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.

BBB is just a marketing ploy for companys period, they will not help you resolve any issue.

 

[BlueScapegoat]

Wish I'd seen this thread before I placed my order last week. Money came out right away but it's been 6 or 7 days and not even an order confirmation email. All I have is a bank charge.

Are you guys having warranty issues in the new lights or just old ones? I thought they'd fixed the new ones. I haven't even split my fenders yet.

 

[AbyssOffroad]

I have had positive experiences with AAL and love the quick release inner fenders. +1 here on them hoping they can figure out the logistics and get rocking again. Best of luck to the OP!

 

[RoamingGladiator]

Wish I'd seen this thread before I placed my order last week. Money came out right away but it's been 6 or 7 days and not even an order confirmation email. All I have is a bank charge.

Are you guys having warranty issues in the new lights or just old ones? I thought they'd fixed the new ones. I haven't even split my fenders yet.

My warranty claim is on their new ones... I purchased them November 2024. First one died early February 2025, and now my other one just died in March. Both of them started with it starting to say that my turn signal lights were dead, and then partial outage, and then completely stop working. Alleged three year warranty on these lights, but so far.. no dice on getting them to even honor that warranty.

They were real quick to take my money to pay for the warranty shipping, but nothing. I was told last Wednesday they received a new shipment and they'll update me "promptly". We're now a week with zero response after I emailed them again yesterday.

 

[RoamingGladiator]

Update:

Sent a final email this morning mentioning I will be involving a lawyer (I'm real petty, even if it costs me more. Its the principal) if I do not get a response and CC'ing their owner and their supplier Diode Dynamics. I received a call within 5 minutes from their support, profusely apologizing and saying they're having issues getting the smoked lenses in stock and they prioritize new orders over warranties. So any stock they've been getting has been going to new orders. It's really unfortunate it took blasting them on social media, emailing multiple times a week, and then finally threatening to involve a lawyer to get a resolution to a product that failed within 4 months that supposedly has a 3 year warranty.

They offered to ship me out clear lenses which they have plenty of and I will just get them wrapped. So, will see if those actually get shipped out today. At this point while I appreciate them finally trying to resolve the issue, the communication has been absolutely horrid and I will not be purchasing from AAL again and will definitely not be recommending their products to anyone.

Hopefully they can turn this around, as it looks like they have really cool stuff and I always try to support products/companies made in Canada or North America. Would of sucked to have to go buy something from another company coming from China, as those really are the only other options.

Will update in a week or when I receive the product.

EDIT: Just received a shipping notification.

EDIT2: Company is deleting any negative posts about them on their social media. I made polite and factual comments on their Instagram, which have now all been deleted.

 

[donkeyrodeo]

The customer service at AAL is appalling. I had purchased multiple things from them and the hardware was a nightmare. Half of it was wrong due to the 2024 being a bit different. I called them multiple times trying to get it resolved before speaking with their “shop manager”. He told me it was impossible their hardware was wrong. I FaceTimed them after sending multiple pics and he said I was just going to have to cut the bolt off.

I had hardware missing from fender liners. They said it was shipped with the liners. I said that’s fine I just need replacement hardware how much is it? A week later still no response.

I left a review on one of the Facebook groups and their fan boys really go after anyone who dares to leave a true review. I reached out multiple times and have still yet to get a price for the fender hardware. That was like 6 months ago.

 

[The Gater]

What a total disaster! I finally received my clear replacement lights on 3/19. I was heading out of town for my daughter's VB tournament on 3/20, so I had to get the failed light installed ASAP as my wife primarily DD's the Jeep. My original lights were Gen 1's and of course, the design and mounting hardware changed with the Gen 2 lights and AAL didn't even include the hardware! So, I had to run out to the hardware store and pick up 8 fasteners just to mount the damn things.

Thank goodness I didn't wait for the smoked lenses or who knows if I'd even have the things yet. They'd probably prioritize the full price order before my 25% discount order for replacements.

The fact that they're fulfilling new orders over warranty orders says a LOT about how well they take care of customers. I've shared my experience with several of my Jeep friends and they're all blown away by how terrible this customer treatment has been. I guarantee none of them will be purchasing any new equipment from them in the future. I just hope these lights actually last, and I don't need to utilize the 3-year warranty. If these fail, I'll likely go an entirely different route vs deal with AAL again.

 

[RoamingGladiator]

What a total disaster! I finally received my clear replacement lights on 3/19. I was heading out of town for my daughter's VB tournament on 3/20, so I had to get the failed light installed ASAP as my wife primarily DD's the Jeep. My original lights were Gen 1's and of course, the design and mounting hardware changed with the Gen 2 lights and AAL didn't even include the hardware! So, I had to run out to the hardware store and pick up 8 fasteners just to mount the damn things.

Thank goodness I didn't wait for the smoked lenses or who knows if I'd even have the things yet. They'd probably prioritize the full price order before my 25% discount order for replacements.

The fact that they're fulfilling new orders over warranty orders says a LOT about how well they take care of customers. I've shared my experience with several of my Jeep friends and they're all blown away by how terrible this customer treatment has been. I guarantee none of them will be purchasing any new equipment from them in the future. I just hope these lights actually last, and I don't need to utilize the 3-year warranty. If these fail, I'll likely go an entirely different route vs deal with AAL again.

Agreed. If the warranty replacements fail, I'll be going with another company and won't even bother trying to get them replaced. Absolutely terrible experience and will not recommend them to absolutely anyone.

 

[BlueScapegoat]

The fact that they're fulfilling new orders over warranty orders says a LOT about how well they take care of customers.

Although I agree with this sentiment I've still yet to even receive a confirmation email for my new order. I emailed their customer support. Crickets.

I haven't called yet.

I might just order from elsewhere and let this one sit. If it never shows up I'll do a chargeback.

 

[BlueScapegoat]

Still nothing.

Ordered the Infinite Offroad lights today. Seems nobody has a very good track record on these chop lights so at least I'll have a backup if the AAL ever ship.

Funny 15 years ago I was worried about spare driveshafts when I'm wheeling across the country. Now I need to carry spare turn signals.

 

[Hootbro]

Dang, just ordered their battery cutoff switch panel this weekend before seeing this thread.

Oh well, no hurry for it plus paid by Paypal if I need to get my money back.

 

[donkeyrodeo]

Dang, just ordered their battery cutoff switch panel this weekend before seeing this thread.

Oh well, no hurry for it plus paid by Paypal if I need to get my money back.

I have one of those on mine. It works great but the switch did require a good amount of modification to fit properly which they say nothing about in the instructions

 

[BlueScapegoat]

Still nothing.

Ordered the Infinite Offroad lights today. Seems nobody has a very good track record on these chop lights so at least I'll have a backup if the AAL ever ship.

Funny 15 years ago I was worried about spare driveshafts when I'm wheeling across the country. Now I need to carry spare turn signals.

AAL order showed up today! About 4 weeks from order to delivery. Really don't mind waiting for stuff like this, I was just turned off by never receiving a confirmation email and then the discussion in the thread. They did respond to my customer service ticket in 3 or 4 working days.

Parts look quality, I'm really impressed in that regard. We'll see how they hold up!

 

[Hootbro]

AAL order showed up today! About 4 weeks from order to delivery. Really don't mind waiting for stuff like this, I was just turned off by never receiving a confirmation email and then the discussion in the thread. They did respond to my customer service ticket in 3 or 4 working days.

Parts look quality, I'm really impressed in that regard. We'll see how they hold up!

Did you get notification that it shipped?

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