Our Commitment to You! - American Adventure Lab

[Adventure Lab (Team)]

Hey everyone – Brit here from American Adventure Lab.

We’re excited to officially kick off our presence here on JeepGladiatorForum.com. This isn’t just about having a place to post our products — it’s about building real relationships with the people who own, drive, and love these vehicles.

Our goal is simple:

• Get to know this community and what you need to make your Gladiator even more enjoyable
• Listen to your ideas and feedback so we can design products that solve real-world problems
• Understand how we can serve you better — whether that’s through product features, customer service, or how we share information

Most of the time, you’ll hear back from our Customer Service team — they’re fast, knowledgeable, and great at solving problems. But I’ll also be keeping a close eye on the conversations here, jumping in whenever I can add value, answer questions directly, or share some behind-the-scenes insight.

We’ve seen firsthand, in other forums, how valuable it is our team and a community work together. Your experience behind the wheel is what drives our innovation in the shop. We have been doing this on Ranger6g.com for a few months now with great success.

I’ve put together a short video (below) to introduce myself and share more about our vision here. We’re looking forward to collaborating with you, answering your questions, and hearing your ideas — whether they’re about current products or something that doesn’t even exist yet.

For sales or support inquiries, feel free to message us here or email us at [email protected]. You can reach us by phone at 385.202.4188 (M-F, 7AM-4PM MST).

Let’s make some cool stuff together.


-brit

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[RMansfield]

And don’t forget a link to your website
https://americanadventurelab.com/

 

[ASU_Greg]

Thanks for signing up! I enjoyed speaking with you and checking out the Gladiator trailer at All-4-Fun this year.

 

[Adventure Lab (Team)]

And don’t forget a link to your website
https://americanadventurelab.com/

ha. Good catch! Thanks for looking out for us!

 

[Adventure Lab (Team)]

Thanks for signing up! I enjoyed speaking with you and checking out the Gladiator trailer at All-4-Fun this year.

thanks!!!

 

[Alpine Warthog]

Nice! Love to see you guys here. I'm looking at the fender chop for a sport. Just trying to decide on a fender liner to go in when I install em!

 

[Adventure Lab (Team)]

Nice! Love to see you guys here. I'm looking at the fender chop for a sport. Just trying to decide on a fender liner to go in when I install em!

Thanks! We can help there as well!

https://americanadventurelab.com/product/jeep-jl-inner-fender-and-high-line-light-bundle/

 

[drewcnit]

Welcome to the forums! I'm a fan of a lot of your products, they look really clean, however the growth you've experienced hasn't come without growing pains with Customer Service and Production Times.

As a customer and potential repeat customer - Can you tell me some of what your doing as a company to address the Customer Service and Production Lead Times issues several forum members have noted in other threads?

My personal recent experience ( Order #73729) was part of the long production lead times I've mentioned, although I will say the Customer Service after I pointed out the issue was near perfect by Xander.

My rear seat delete and ARB compressor behind the seat mount -

 

[SaiintNick]

Awesome company. I had them install my Armorlite flooring and they did an awesome job.

 

[Orange01z28]

There's a build in Queen Creek that I see almost every morning. Looks great!

 

[Adventure Lab (Team)]

Welcome to the forums! I'm a fan of a lot of your products, they look really clean, however the growth you've experienced hasn't come without growing pains with Customer Service and Production Times.

As a customer and potential repeat customer - Can you tell me some of what your doing as a company to address the Customer Service and Production Lead Times issues several forum members have noted in other threads?

My personal recent experience ( Order #73729) was part of the long production lead times I've mentioned, although I will say the Customer Service after I pointed out the issue was near perfect by Xander.

My rear seat delete and ARB compressor behind the seat mount -

First off, thank you for the business, and thanks for the compliments!

You are right to ask those questions, I don't blame you at all. Most of the delay we experienced last year and early this year was due to a couple of reasons:

• Implementation of a new ERP/MRP system. We actually started a ERP project (Netsuite) about three years ago. We spent two full years on this project and we came to the conclusion Netsuite could not provide the system they sold to us. So, we switched to Odoo. This new system is absolutely amazing and the insight and efficiency it provides is second to none. However, it did not come without some learning curves and mistakes. We also had a few key employees that did not want to work within this system. For that reason, the next point was an impact
• Loss of two key employees - it's super unfortunate, and we tried to avoid it, but when they left, we had a lot of knowledge we had to recreate, which is the main reason for the new EPP/MRP system - not keeping knowledge inside of people's heads.

Our average lead time, across the board, has never been lower than it is right now. We have a much larger team working in production now as well as a few new key roles of oversight. This has helped to flush out any issues as soon as possible.

We have nearly 2300 SKU's that we manage, so you can imagine the breadth of data we had to create to get this new system online and efficient. That is about 90% behind us, but we will continue to make improvements with this system.

With the more complex products, as with your Rear Seat Delete, we had to recreate some of the knowledge for manufacturing processes, hardware requirements, assembly, etc. Those products definitely saw more of an impact than the simpler products.

The MRP implementation was perfectly scheduled, within the growth plan for the business, when we started the Netsuite project. Unfortunately, it was way late when we canceled the Netsuite project and started the Odoo project. Odoo wasn't an option when Netsuite pitched, so it wasn't even a consideration.

To your other question, we also have a great customer service team now. Xander, as you mentioned, Huntington (the new guy) and Katie, who a lot of you probably remember from early on in the business. All three of them have done an amazing job. We usually run only a handful of unanswered tickets. As of the time of writing this response, we have zero unanswered (new) tickets in the system. That's a huuuge win for our team. Mondays are also usually hard since the tickets build up over the weekend, but they have a great system in place now and are doing well.

And.... we have this forum! Our intent is to be super transparent. We have the team, software, and processes to back that up now. So, we're going to put the machine to the test!!!

Sorry for the long winded reply, but this is important enough to give real detail. We owe it to you and our other great supporting customers to be truthful.

 

[Adventure Lab (Team)]

Awesome company. I had them install my Armorlite flooring and they did an awesome job.

Thanks!!! I appreciate you saying that.

Also, if you feel so inclined, we would love to hear your experiences in a Google review. Traditionally, we haven't asked for those, so only the bad/mistake situations get reported. If we had a more realistic representation of our successes on Google, it would be very helpful.

https://g.page/r/CZgB6A47N1lzEAE/review

 

[Adventure Lab (Team)]

Welcome to the forums! I'm a fan of a lot of your products, they look really clean, however the growth you've experienced hasn't come without growing pains with Customer Service and Production Times.

As a customer and potential repeat customer - Can you tell me some of what your doing as a company to address the Customer Service and Production Lead Times issues several forum members have noted in other threads?

My personal recent experience ( Order #73729) was part of the long production lead times I've mentioned, although I will say the Customer Service after I pointed out the issue was near perfect by Xander.

My rear seat delete and ARB compressor behind the seat mount -

By the way, I have that same setup in our shop JT and love it!

 

[TheTrailGeek]

It's a love hate thing for me.

 

[drewcnit]

First off, thank you for the business, and thanks for the compliments!

You are right to ask those questions, I don't blame you at all. Most of the delay we experienced last year and early this year was due to a couple of reasons:

• Implementation of a new ERP/MRP system. We actually started a ERP project (Netsuite) about three years ago. We spent two full years on this project and we came to the conclusion Netsuite could not provide the system they sold to us. So, we switched to Odoo. This new system is absolutely amazing and the insight and efficiency it provides is second to none. However, it did not come without some learning curves and mistakes. We also had a few key employees that did not want to work within this system. For that reason, the next point was an impact
• Loss of two key employees - it's super unfortunate, and we tried to avoid it, but when they left, we had a lot of knowledge we had to recreate, which is the main reason for the new EPP/MRP system - not keeping knowledge inside of people's heads.

Our average lead time, across the board, has never been lower than it is right now. We have a much larger team working in production now as well as a few new key roles of oversight. This has helped to flush out any issues as soon as possible.

We have nearly 2300 SKU's that we manage, so you can imagine the breadth of data we had to create to get this new system online and efficient. That is about 90% behind us, but we will continue to make improvements with this system.

With the more complex products, as with your Rear Seat Delete, we had to recreate some of the knowledge for manufacturing processes, hardware requirements, assembly, etc. Those products definitely saw more of an impact than the simpler products.

The MRP implementation was perfectly scheduled, within the growth plan for the business, when we started the Netsuite project. Unfortunately, it was way late when we canceled the Netsuite project and started the Odoo project. Odoo wasn't an option when Netsuite pitched, so it wasn't even a consideration.

To your other question, we also have a great customer service team now. Xander, as you mentioned, Huntington (the new guy) and Katie, who a lot of you probably remember from early on in the business. All three of them have done an amazing job. We usually run only a handful of unanswered tickets. As of the time of writing this response, we have zero unanswered (new) tickets in the system. That's a huuuge win for our team. Mondays are also usually hard since the tickets build up over the weekend, but they have a great system in place now and are doing well.

And.... we have this forum! Our intent is to be super transparent. We have the team, software, and processes to back that up now. So, we're going to put the machine to the test!!!

Sorry for the long winded reply, but this is important enough to give real detail. We owe it to you and our other great supporting customers to be truthful.

I absolutely LOVE the transparency and ownership of the past issues. It goes a long way with me when I see communication like this from a company. I look forward to my next order and your companies continued success. I've also updated my original Google review.

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