American Touring Specialties and customer service

[lowboy]

Been searching forum to see if anyone has had same experience as I have had w/ATS. In the last year and a half I have talked to Tyler twice, very briefly on the phone, about spindles and front suspension for 69 Camaro. The first time we talked they were out of stock (spindles) and was told that I would be on a call list and they would call me as soon as new spindles were in stock. Never received call and learned on lateralG that spindles had come and gone twice. Replied to one of the "out of stock" threads about this and received email from Tyler. He was very apologetic and assured me that I would be notified when new stock came in. Let me add that both times we talked I was very impressed and excited to do bussiness w/ATS and I was totally cool with the fact that I would have to wait (again) for more spindles to come in. It is worth noting here that, after talking to Tyler the first time, that I had planned on buying not only front suspension, but the t56 kit and brake system from them as well as I am doing complete build. I like to do as much business w/one vendor as possible, when possible. My frustration stems from the fact that I was told twice that I would be called and I haven't received call one. I even emailed them last week and haven't received a response. I can't call them because I work long hours and get home long after they are closed. So whats a guy to do? I'll be honest, they're spindles are just too trick and there is nothing out there that even comes close, so I'll have to swallow my pride and business sense and buy them. But, I think I will have to go elsewhere for my transmission and suspension needs. I am really used to companies actually wanting my business so I'm a little blown away at they're lack of customer service in my case. I didn't have a lot of questions or any special needs, I just wanted to spend my money. Mark from Lateraldynamics has been hard to deal with as well. I called him, received call back one week later (left message w/wife), I emailed him and received prompt reply. I was very impressed with him, emailed back w/couple more questions and to get ball rolling on 3-link kit, haven't heard back sense. Again, no special needs, just a couple basic questions (i.e. standard or custom coilovers, etc). Between these two companies, I was figureing on spending approximately $15,000. Is that not enough to at least get a simple call back? I am aware that I am probably going to be bashed here due to the fact that these guys are Gods on this site. I am just frustrated and thought that I would pass on my experience with these companies.

[Stuart Adams]

I hate leaving messages and voicemails to machines at businesses also. I'm sure everybody does. Hopefully you guys can work out a resolution and you can get the parts you want. If you really want a specific part then you should still pursue it, you will be happy you did once the frustration wears off. If you just settle for another part instead you will always be frustrated because A. you couldn't get the part you wanted and B. you paid for a part you did not want. These guys will make it right I assure you.

[awr68]

I would give it another try as both companies offer high quality parts...although you already know that. Perhaps they are catching up from SEMA?

I don't personally know Mark but have heard good things. Tyler and I go back a few years and I can assure you he is very serious about his business and will make this right.

[James OLC]

I have had the pleasure of dealing with both Tyler and the crew at ATS as well as Mark at Lateral Dynamics a great deal over the last year and can not say enought good things about them and their respective companies.

Tyler has gone above and beyond on the help and effort that he has put in on the subframe for the OneLapCamaro. From sourcing parts (including a mint condition sub to start from) to talking out hard core tech issues he has been great. I can not tell you the number of times that he has called "after hours" to discuss progress or possible solutions. Tyler also took time just hours before SEMA to show my wife and I around the shop and talk about where things were heading with our project. American Touring Specialties - their products and their service - are just plain outstanding.

The same can be said about Mark and Matt at Lateral Dynamics. Great guys - smart and telented guys - with some awesome ideas and products.

The thing that is great about all of these guys is that they are genuine enthusiasts like you, me, and everybody else on the board. They built their businesses from their passion for the hobby and that is reflected in their passion for their products and ideas.

Give them a shout on the phone this week - I am sure that they can help you out.

[Teetoe_Jones]

Lowboy-

The reason you have not been called back on our pre-order list is that we have you on our list to purchase our Chicane-LM complete front suspension kit, not just a set of spindles. I was planning to call you as we put an entire package together like we had discussed, but we are still not at that point. If you'd like to get started with the spindles only, and work your way up to completing the rest our our kit I would have called you in May. We have plenty of spindles on the shelf, and if that is your main concern, I can have a pair go out on monday afternoon directly to you.
You make it sound like I have just passed you by and don't follow through with my customers, which isn't the case. It might be a miscommunication, but we have cleared all our spindle requests on our list, and have only people who asked to be put down for a Chicane-LM kit to get a call when they are ready. You are on that second list. Also regarding your email that you sent-I got in in my inbox on Dec 1st after 5:00pm, so it hasn't even been 2 days- yet you will get a respone. I get more than 50+ emails a day, so have a bit of paitence when waiting for a respone over a weekend.

This goes for anyone that needs to get a hold of us- There are only 3 people in my company- Myself and Shane being the ones on the phone. I make every effort to answer every phone call we get, and if I'm on another line, leave us a message, we DO return all our calls.

Tyler

[slownova]

so you have F body spindles in stock now?

[deuce_454]

just wanted to join the chorus of praise... ive never dealt with a vendor in the states that offered that kind of service.. ATS even offered to ship an item i bought on ebay in the same crate as the stuff i bought from them!!! I am awestruck..

you guys rock

[Mean 69]

I didn't realize Dave made the comments he did here until he noted it in an e-mail to me, but it is true that it took me a few days to get back to him on a few questions specific to our gear. Unfortunately, we (Lateral Dynamics) are a small outfit at this time too, and it's difficult to respond to all of the inquires we get in a timeline that everyone will be happy with, it's even more challenging when things like Thanksgiving come into play. We do our best, and sometimes it just isn't good enough. Fortunately for us, and as I can see for ATS as well, there's a lot of interest in our goods and we are both growing, rapidly, as a result. In our case this means we'll soon be able to bring in sorely needed help to address not only this type of activity, but also for the sheer mountains of other stuff that needs to get done in the background that one wouldn't even think of unless they were involved in small business. I'm not trying to complain, whine, or make excuses to get people to feel sorry for us, it is just the reality of young, innovative companies, there's a lot more than meets the eye.

Mark

[lowboy]

I would like to amend my above complaint about ATS and Lateral Dynamics with an apology. My situation W/ATS was simply a matter of miscommunication and I reacted too hastily. As far as Lateral Dynamics is concerned, I just didn't appreciate how new the company is. The truth of the matter is, I was damned excited about getting the 3-link kit and the process wasn't moving along fast enough. I hope I haven't upset anyone and I hope that this apology will suffice. And yes, I still plan on building my car with as many parts from ATS and Lateral Dynamics I can get my hands on.

Dave

[71Nova]

Glad to hear it. you won't be disapointed by any products eather of those companys sell.