AAL (American Adventure Lab) Poor Customer Service

[JTdiRtyD]

Hey everyone, Brit here from American Adventure Lab. I came across this thread in a random Google search and want to own up to a few things discussed here.

First off, thank you for the honesty in this thread. It’s not easy reading criticism about something you’ve built from scratch, but it matters — and I want you to know we’ve been listening.

What happened:
AAL grew fast — faster than our systems. In the early days, we had one or two people juggling shipping, assembly, and thousands of SKUs. That worked for a time, but as demand and product count exploded, we had to change how we operated.

About a year and a half ago, we moved to a full MRP (Manufacturing Resource Planning) system. It was the right move long-term, but in the short-term, it created disruption. Unfortunately, some key people didn’t want to work that way and moved on, and knowledge gaps slowed things down. Orders got delayed, communication lagged, and customers got frustrated. That’s on me.

Where we are now:

• The MRP system is fully online and working. It’s given us the ability to plan, stock, and build smarter.
• We’ve built a Quick Ship program for our most popular products (like Sleeper Keepers and Propane Mounts) so they’re ready before you even order.
• Our powder coating turnaround is faster thanks to multiple daily runs with our vendor across the street.
• We’re actively hunting for a much bigger facility (we almost landed a 35,000 sq ft space last week) so we can bring even more processes in-house.
• Most importantly, we now have three dedicated Customer Service rock stars. As of this morning, there were zero open tickets waiting for a response.

About the Gladiator community:
The Gladiator is still one of the cornerstones of our business — and we have some huge products coming for the bed area soon. Building a good relationship here is important to me personally as I think the JT is the most versatile vehicles on the market, so I’ll be bringing one or two of our CS team members onto this forum to help me stay connected, answer questions, and be a better resource for you

On customer feedback:
We’ve processed nearly 80,000 orders since starting AAL seven years ago. We’ve made mistakes — and we own those — but we’ve also made thousands of customers’ adventures more organized and capable. Bad news spreads fast, good news is harder to collect, but we’re working to change that too.

I care deeply about this community, and I want to make sure every person who buys from us knows they’ll be taken care of.

— Brit Mansell
Owner, American Adventure Lab

First, welcome to the forums!

Second, thanks for the explanation. Any business that is humble, owns up to and admits they made mistakes and is actively trying to make things better deserves another chance. Glad to hear you're figuring things out.

Third, and this is more for everyone else, but a while back I had mentioned on one of your bookface ads for your propane mounts that the shipping was quite expensive. I didn't expect the comment to go anywhere or result in anything, but not long afterwards you replied that you looked into it and made changes to reduce shipping costs, so when you say you DO listen and you DO care I believe it, because I've seen you make changes.

I'll be tossing in some mount orders soon now that I'm finally coming ready for them. Starting over on a new platform for the second time in less than a year has gotten expensive haha.

Lastly, Semper Fi Marine and thank you for your service

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[bmzero]

First, welcome to the forums!

Second, thanks for the explanation. Any business that is humble, owns up to and admits they made mistakes and is actively trying to make things better deserves another chance. Glad to hear you're figuring things out.

Third, and this is more for everyone else, but a while back I had mentioned on one of your bookface ads for your propane mounts that the shipping was quite expensive. I didn't expect the comment to go anywhere or result in anything, but not long afterwards you replied that you looked into it and made changes to reduce shipping costs, so when you say you DO listen and you DO care I believe it, because I've seen you make changes.

I'll be tossing in some mount orders soon now that I'm finally coming ready for them. Starting over on a new platform for the second time in less than a year has gotten expensive haha.

Lastly, Semper Fi Marine and thank you for your service

Thank you for the opportunity to re-earn your business. We have a great team now that is laser-focused on continuous improvement. Now that we have the tools to handle the demand with more insight, things are drastically improving. It has been a bumpy road, but we're on the good side of it now.

Thank you for your service as well!


-brit

 

[donkeyrodeo]

For those looking for AAL parts I would like to share today’s customer service experience. I’ve had a set of satin black inner fenders for about a month. 250 miles total since installed. Today I was wiping some water spots off with soapy water and a paper towel and the powder coat just started wiping off. It turned to a chalky finish and completely covered the towel.

I contacted AAL and their reaponse was they their warranty is a year and they should be poly cleaned with a micro fiber cloth!?!!?!

the powder coat is 100% not baked on and it just wiping off and they say tough luck.

 

[Commodus]

For those looking for AAL parts I would like to share today’s customer service experience. I’ve had a set of satin black inner fenders for about a month. 250 miles total since installed. Today I was wiping some water spots off with soapy water and a paper towel and the powder coat just started wiping off. It turned to a chalky finish and completely covered the towel.

I contacted AAL and their reaponse was they their warranty is a year and they should be poly cleaned with a micro fiber cloth!?!!?!

the powder coat is 100% not baked on and it just wiping off and they say tough luck.

I have AAL inner fenders on mine for the last 3 years (black with red logo) and just wash them at the same time I wash the truck with the same soap and mitt. The only marks on mine are where the tire might have hit during a full flex.

 

[Hootbro]

For those looking for AAL parts I would like to share today’s customer service experience. I’ve had a set of satin black inner fenders for about a month. 250 miles total since installed. Today I was wiping some water spots off with soapy water and a paper towel and the powder coat just started wiping off. It turned to a chalky finish and completely covered the towel.

I contacted AAL and their reaponse was they their warranty is a year and they should be poly cleaned with a micro fiber cloth!?!!?!

the powder coat is 100% not baked on and it just wiping off and they say tough luck.

When did you buy the liners?

 

[bmzero]

For those looking for AAL parts I would like to share today’s customer service experience. I’ve had a set of satin black inner fenders for about a month. 250 miles total since installed. Today I was wiping some water spots off with soapy water and a paper towel and the powder coat just started wiping off. It turned to a chalky finish and completely covered the towel.

I contacted AAL and their reaponse was they their warranty is a year and they should be poly cleaned with a micro fiber cloth!?!!?!

the powder coat is 100% not baked on and it just wiping off and they say tough luck.

First off, I want to say I really don’t like having to share order details publicly — not because I have anything to hide, but because I value our customers’ privacy, even for something as simple as an order date.

Your order shipped on 12/3/2023, not one month ago as suggested. You have been a great customer and I hate having to bring this into the public eye, but our team works extremely hard to produce top quality products and when I feel they (we) are called out unfairly, I will defend our team.

I also want to make it very clear that we take any legitimate product or finish issues seriously. If there’s a real problem with powder coat, we stand behind it and make it right and we have a strong track record of that.

In this case, you mentioned that wiping the parts left a black residue on the towel and suggested they didn’t go through the powder coat oven. I totally get how that could raise concern — but the thing is, if these hadn’t been cured in the oven, the powder would wipe straight off with the very first touch. That’s not what’s happening here.

We use high‑quality semi‑gloss black powder from Cardinal Industries (P/N T002BK08), and we run thousands of parts every week through the exact same process. There’s simply no scenario where a part leaves our shop uncured.

It’s also worth pointing out that you won’t get residue from wiping black powder coat itself — but you will get residue if you wipe a wheel well that’s been installed on a vehicle and traveled down the road. Even the best coating won’t prevent dust, brake dust, and road grime from collecting in that area.

I’m sharing this detail not to call anyone out, but because I respect you as a customer and want the full picture visible for the community. If there’s ever a real coating issue, we’ll absolutely take care of it. But from the photos you sent (which I’ve included here for context), there’s no indication that the powder coat itself failed.

If there’s anything more we can do to help, please reach out to me directly — I’d much rather resolve any concerns one‑on‑one and make sure you feel taken care of.


Thanks,
-brit

 

[bmzero]

I have AAL inner fenders on mine for the last 3 years (black with red logo) and just wash them at the same time I wash the truck with the same soap and mitt. The only marks on mine are where the tire might have hit during a full flex.

Thank you for the business and for chiming in.

 

[donkeyrodeo]

I have AAL inner fenders on mine for the last 3 years (black with red logo) and just wash them at the same time I wash the truck with the same soap and mitt. The only marks on mine are where the tire might have hit during a full flex.

ya, I was definitely not expecting this. Powder coat just doesn’t wipe off

First off, I want to say I really don’t like having to share order details publicly — not because I have anything to hide, but because I value our customers’ privacy, even for something as simple as an order date.

Your order shipped on 12/3/2023, not one month ago as suggested. You have been a great customer and I hate having to bring this into the public eye, but our team works extremely hard to produce top quality products and when I feel they (we) are called out unfairly, I will defend our team.

I also want to make it very clear that we take any legitimate product or finish issues seriously. If there’s a real problem with powder coat, we stand behind it and make it right and we have a strong track record of that.

In this case, you mentioned that wiping the parts left a black residue on the towel and suggested they didn’t go through the powder coat oven. I totally get how that could raise concern — but the thing is, if these hadn’t been cured in the oven, the powder would wipe straight off with the very first touch. That’s not what’s happening here.

We use high‑quality semi‑gloss black powder from Cardinal Industries (P/N T002BK08), and we run thousands of parts every week through the exact same process. There’s simply no scenario where a part leaves our shop uncured.

It’s also worth pointing out that you won’t get residue from wiping black powder coat itself — but you will get residue if you wipe a wheel well that’s been installed on a vehicle and traveled down the road. Even the best coating won’t prevent dust, brake dust, and road grime from collecting in that area.

I’m sharing this detail not to call anyone out, but because I respect you as a customer and want the full picture visible for the community. If there’s ever a real coating issue, we’ll absolutely take care of it. But from the photos you sent (which I’ve included here for context), there’s no indication that the powder coat itself failed.

If there’s anything more we can do to help, please reach out to me directly — I’d much rather resolve any concerns one‑on‑one and make sure you feel taken care of.


Thanks,
-brit

Brit,

it’s really nice of you to respond on social media and forums but yet when the issue is directly addressed with you it’s ignored.

when I purchased the large orders of parts from your company I personally called and was reassured that there would be no issue with the parts sitting while I waited for delivery of my JEEP.

I stated the I was over the 12 months of warranty and I had just installed the fenders. Powdercoat just doesn’t wipe off.

 

[bmzero]

ya, I was definitely not expecting this. Powder coat just doesn’t wipe off

Brit,

it’s really nice of you to respond on social media and forums but yet when the issue is directly addressed with you it’s ignored.

when I purchased the large orders of parts from your company I personally called and was reassured that there would be no issue with the parts sitting while I waited for delivery of my JEEP.

I stated the I was over the 12 months of warranty and I had just installed the fenders. Powdercoat just doesn’t wipe off.

We can both agree that powder coat doesn’t just wipe off — and that’s a good place to start. At least we’re on the same page there.

I also want to clarify something you mentioned about this being “directly addressed” with me. Our Customer Service team handled this ticket, so I wasn’t personally involved at the time. I only caught wind of the concern in the shop and recognized the situation once you posted here. That’s when I went back, found the details, and dug up the photos to understand what happened.

I can say confidently there isn’t an issue with powder‑coated parts failing just from sitting dormant. But I also know there are factors that can cause a finish to look compromised over time. Please know — I’m not accusing you of misusing the product. That’s not my intention at all.

The reality is that powder coat, as tough as it is, is still just a coating on top of the metal. Certain chemicals — especially strong degreasers or cleaners — can absolutely affect it. I’ve even seen it happen here in our own shop. We use products like Purple Power and Super Clean because they cut through grime so well, but they’re also harsh. If they sit too long, they can dull or damage coatings.

I’m not saying that’s definitely what happened here — but it’s one possible factor, and I just want to put all the cards on the table so we can figure this out together.

I actually really enjoy this public conversation. It give us a chance to share our side of situations like this which usually just end up with a bad one-sided Google review. For what it's worth, thank you for giving me this opportunity. Seriously. I mean that with the best of intentions.

-b

 

[Commodus]

We can both agree that powder coat doesn’t just wipe off — and that’s a good place to start. At least we’re on the same page there.

I also want to clarify something you mentioned about this being “directly addressed” with me. Our Customer Service team handled this ticket, so I wasn’t personally involved at the time. I only caught wind of the concern in the shop and recognized the situation once you posted here. That’s when I went back, found the details, and dug up the photos to understand what happened.

I can say confidently there isn’t an issue with powder‑coated parts failing just from sitting dormant. But I also know there are factors that can cause a finish to look compromised over time. Please know — I’m not accusing you of misusing the product. That’s not my intention at all.

The reality is that powder coat, as tough as it is, is still just a coating on top of the metal. Certain chemicals — especially strong degreasers or cleaners — can absolutely affect it. I’ve even seen it happen here in our own shop. We use products like Purple Power and Super Clean because they cut through grime so well, but they’re also harsh. If they sit too long, they can dull or damage coatings.

I’m not saying that’s definitely what happened here — but it’s one possible factor, and I just want to put all the cards on the table so we can figure this out together.

I actually really enjoy this public conversation. It give us a chance to share our side of situations like this which usually just end up with a bad one-sided Google review. For what it's worth, thank you for giving me this opportunity. Seriously. I mean that with the best of intentions.

-b

Glad you posted about cleaning I have seen similar results on painted and powder coated items after using certain wheel cleaner products on my coated surfaces

 

[donkeyrodeo]

We can both agree that powder coat doesn’t just wipe off — and that’s a good place to start. At least we’re on the same page there.

I also want to clarify something you mentioned about this being “directly addressed” with me. Our Customer Service team handled this ticket, so I wasn’t personally involved at the time. I only caught wind of the concern in the shop and recognized the situation once you posted here. That’s when I went back, found the details, and dug up the photos to understand what happened.

I can say confidently there isn’t an issue with powder‑coated parts failing just from sitting dormant. But I also know there are factors that can cause a finish to look compromised over time. Please know — I’m not accusing you of misusing the product. That’s not my intention at all.

The reality is that powder coat, as tough as it is, is still just a coating on top of the metal. Certain chemicals — especially strong degreasers or cleaners — can absolutely affect it. I’ve even seen it happen here in our own shop. We use products like Purple Power and Super Clean because they cut through grime so well, but they’re also harsh. If they sit too long, they can dull or damage coatings.

I’m not saying that’s definitely what happened here — but it’s one possible factor, and I just want to put all the cards on the table so we can figure this out together.

I actually really enjoy this public conversation. It give us a chance to share our side of situations like this which usually just end up with a bad one-sided Google review. For what it's worth, thank you for giving me this opportunity. Seriously. I mean that with the best of intentions.

-b

As I stated with your customer service team this is the first time the liners have been cleaned and it was dawn dish soap and water in a spray bottle. I can live with the powder coat if you can. It’s not my logo on them.

 

[Commodus]

As I stated with your customer service team this is the first time the liners have been cleaned and it was dawn dish soap and water in a spray bottle. I can live with the powder coat if you can. It’s not my logo on them.

All I have to go on is my experience with this company and other products from other companies and since I used to do concourse car shows and never saw that type of reaction before even on rattle can paint unless the metal was hot or the soap was left to dry on the surface

 

[bmzero]

As I stated with your customer service team this is the first time the liners have been cleaned and it was dawn dish soap and water in a spray bottle. I can live with the powder coat if you can. It’s not my logo on them.

I am not disputing anything you're saying. All I'm saying is that what you're getting on the rag is not from the powder being applied or baked improperly.

 

[donkeyrodeo]

I am not disputing anything you're saying. All I'm saying is that what you're getting on the rag is not from the powder being applied or baked improperly.

to test your cleaning process, I just tried to wipe the other rear down with a micro fiber and water. Same result. The powder dulls and coats the micro fiber. Not one of they other powder coated parts I’ve received has ever done anything close to this.

 

[bmzero]

to test your cleaning process, I just tried to wipe the other rear down with a micro fiber and water. Same result. The powder dulls and coats the micro fiber. Not one of they other powder coated parts I’ve received has ever done anything close to this.

Maybe since they have been sitting for so long try to just thoroughly clean them as you have started to do. I can't speak to what could be on them at this point, but it should not be the powder degrading. Try some Glass Cleaner or something that may help cut through the grime. I use Windex on ours all the time. Works well and leaves a squeaky-clean shine.

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