Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 23, 2022 i placed an order with Extreme Wheels for one wheel that was priced at $400. They told me that it was a wheel that was made to order and that it would take around 1-3 months to arrive. Well after 3 months had passed i hadnt received anything, so i called the company and asked them about it and they said they would contact the manufacturer. After a few days with no updates, i called the manufacturer myself and they had said that the wheel i ordered was discontinued, yet Extreme Wheels website says its in stock. After i finished with the manufacturer, i called Extreme Wheels and asked for a refund, and they said they would refund me but i never received any sort of confirmation of my refund or cancellation of the order. Whenever i call and ask they say that the employee who takes care of that stuff isnt working. They also have said that this whole order/return situation has been handled and they closed my case, but i have not received any refund or any email regarding my cancellation/refund from them. All i want is my $400 back, they listed a product as in stock when the product has been discontinued by the manufacturer. I financed the purchase with affirm but they need an email from Extreme Wheels with a return number stating that i never received my product and that i cancelled the order because the product was never in stock.

  Business Response

  Date: 01/19/2024

  This order was refunded over a year ago.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So here is my situation. I have a client that I am building an off road project for and has set a certain budget for the build. I placed an order on line for a set of gold Black Rhino "Boxer" wheels, got a confirmation that the order went through and was confirmed. After that confirmation I ordered the rest of the parts for the build to complete budget that was set. A day later I received an email from Extreme that the wheels were on back order with no restock time frame. The only other option was to go with the black style in the same model, they informed me the EXACT same wheel in black was $600 more for the set. My problem with this is, now this is way out of budget for my client. We have ordered parts that will cost the client a return shipping fee and this company will not honor the price with what they DO have in stock. See attachments for complete email communication. I feel like they are trying to pull the wool over my eyes and not conduct proper business. They have blatantly lied about their wholesale cost and true willingness to take care of this situation. Again see attachments. They wouldn't even price match to help the situation out. Now my client is dead in the water all because of their false advertisement on the wheel. Any good business I've ever dealt with has made things right for the customer. This conduct is unacceptable and now will possibly cost my client money to return items that can't be used due to being out of budget. The blatant lies is what gets me. I requested another set of wheels in a different style that fit the build. They stated they only had two of those in stock. So I did my own research and found 2 wheels at another shop for $336 shipped. I asked if they could price match those with the store credit I have. They stated the wheels retail are $260 and their wholesale cost is $240, yet when I go on line and place the wheels in my cart they come up to $212ea retail shipped. Very bad business... See attached files.

  Business Response

  Date: 01/12/2024

  Customer received a refund

  Customer Answer

  Date: 01/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased wheels online on November 14 2023 and hadnt received a shipping notice after about two weeks I called and was told they were back order and I asked why I wasnt told that at the time of order, they couldnt give me any information on when the order would be filled. I ask for a refund and they just blew me off that was two months ago.

  Business Response

  Date: 01/12/2024

  Customer has been refunded. 

  Customer Answer

  Date: 01/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/31/2023 I ordered 5 wheels from ExtremeWheels.com (order#*******)and received a confirmation email the same date. The purchase price of $509 was processed through Affirm, on Tuesday January 2nd I received an email from a guy name ***** telling me that the rims are not in stock and is at special order and I need to wait from 60 to 90 days for the rims, that information was not explained in their advertisement and it shows the rims were in stock. After 3 emails with no response on Thursday 1/4/2024 I decided to call the store, after 35 minutes waiting the same ***************** answered and told me the same story about the special order and that it will take 60 to 90 days, I ask for a refund and they told me, they have a 20% cancellation fee. Why do I need to pay a fee if the reason Im canceling is because their false advertisement( wheels in stock) ***** proceeds to hang up my call. On the same day I responded to the same email asking for a cancellation number, they told me the cancellation havent been processed by the manufacturer yet. Another day goes buy and I havent received any cancellation confirmation from the vendor.

  Business Response

  Date: 01/07/2024

  Customer ordered a special order item and agreed to pay a cancelation fee if they canceled the order prior to it being done. 

  Customer Answer

  Date: 01/08/2024

  I did not agreed on paying the cancellation fee, their website doesnt specify this is a special order and that the wheels are not in stock, which is why Im canceling the order. Im still waiting on a cancellation number from them. I have multiple emails with no response.

  Business Response

  Date: 01/08/2024

  Feel free to give us a call so we can go over the terms and conditions that you agreed to..

  Thank you

  Customer Answer

  Date: 01/10/2024

  Like I said on the previous submission, I have called(guy name ***** hang up on me) sent many emails and I still doesnt have a cancellation confirmation number or anything like it and the refund havent been issued yet. I have contacted the manufacturer( I have been told it should not take this long for a cancellation if the order was ever placed) and also the loan company which I have a case/ dispute with, like I said the cancellation was made because of false advertisement. 

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 6, 2023, I ordered (#*******) a rim from Extreme Wheels that was listed on their website. The order was financed through Affirm and processed on October 10, 2023, for $309.00. During the week of October 23, 2023, I contacted the company to inquire about the merchandise. I spoke with an employee named *****, who informed me that the manufacturer making that rim is no longer in business. I said that's fine, but the Affirm loan must be canceled on their end. He told me he could not do anything until Monday, October 30. I said, "That's fine." The week of November 6, I contacted Extreme Wheels and spoke with *****. I explained to him that I ordered a rim on their website, and the manufacturer was out of business, according to my phone conversation with *****. ***** asked if I would like anything else, and I told him no. ***** explained that canceling the Affirm loan would be a 25% charge. I told him it was okay I did not want to pay for an item I never received. ***** said that he would put in the request to cancel the loan. The week of November 27, I called Extreme Wheels back after contacting Affirm, and they said that the loan was still active. ***** said he forgot to hit a button and would fix the issue to refund the loan. I have now paid two payments totaling ****** on the loan. I contacted Extreme Wheels again the week of December 21 and spoke with ***** again. I asked him if there was any way that he could see if the Affirm loan had been canceled on their end. He said it was not according to their system, and there was nothing that he could do because everyone was on Christmas break, and I needed to call back after Christmas. The company just needs to reverse the loan and take their 25%. I have reached out to them 4 times since October, and this matter is still not resolved.

  Business Response

  Date: 12/28/2023

  This particular item has been refunded on our end already. 

• Initial Complaint

  Date:11/21/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (This is a follow up to complaint #********, in which Extreme Wheels (hereafter "EW") lied in writing to the BBB about refunding my payment.)8/7/23 I ordered 4 tires from ExtremeWheels.com and received a confirmation email for order #*******. The purchase price of $815 was processed through Affirm (Loan ID **********, which split the payment into 3 monthly chunks of $271.67.By 8/17/23 I had received no further communication. I emailed asking for an update.8/24/23 I received zero response so I emailed again informing EW I would be reversing the charges through Affirm. Unfortunately ****** said I needed to dispute the charge directly with EW. I called EW and was told the tires I ordered were discontinued. I requested a refund and email confirmation. I was told my money would be refunded but they couldn't say when and refused to send written confirmation.9/1/23 Affirm sent a notification that my first payment installment would be debited soon. I called Affirm to ask if they had received a charge reversal from EW. They said no. I called EW and was again told that my money had been refunded but they had no idea when it would be received and again refused to provide written confirmation.9/5/23 I filed complaint #******** with the BBB about EW's behavior. EW emailed BBB saying they had refunded my money but provided no proof.9/8/23 First Affirm payment installment was debited. Another 10/8 and the last 11/8. I called EW again during this time, was put on hold for 30 minutes, then told no one was available who knew about refunds but they would call me back. They never called back. I called Affirm again, who reiterated they had not received a refund notice from EW.I've attached bank and Affirm records showing full payment over the past 3.5 months. EW continues to lie about the refund. Other ****** reviews indicate this behavior is not isolated.I want to give EW another chance to correct the issue before pursuing litigation.

  Business Response

  Date: 12/12/2023

  This issue was already resolved in a different BBB case. Please refer to the other one. Thank you

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for an item back in June 2023 with Extreme Wheels using affirm. I canceled the order shortly afterwards, before even receiving the item and are still being charged by affirm because they never received a refund from extreme wheels. I've been going back and forth between extreme wheels and affirm over these past few months trying to get this resolved and each company keeps sending me back to the other. I finally received an email from extreme wheels saying the refund was approved 10/23/23 but they still have not yet processed my refund to affirm so I keep getting charged. I called extreme wheels to see why and they said the refund was approved and if any issues with affirm to call them back on three way which I did today. The "manager" **** was extremely unhelpful and when I requested to speak to a manager he said he was the manager there today. I requested to know the name of his boss to speak with him or her and he said there was no one above him and refused to give me any other name so I could speak with someone higher up to actually resolve this problem thats been going on for months!

  Business Response

  Date: 11/15/2023

  This has been fully refunded. There is nothing left that we can do. 

• Initial Complaint

  Date:10/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed this wheel order via phone with AN Extreme Wheel representative on 02 September 2023, for 4 wheels, two of which would have to be custom drilled for my application. Due to no further communication, I called back on the 12 September and was told the wheels werent drilled yet, due to time constraints in the shop, I called back on the 13th and said lets cancel the order. Rep replied that the wheels were being drilled right then and would ship out the next day, they went out on the 15th. On the 20th of September I received two wheels in very old mismatched, retaped weathered boxes. They contained two used wheels with two different type valve stems installed, they had been mounted and installed and were dirty and scratched. I called immediately upon receipt and talked to rep, he said he would arrange for return labels. They were not sent, I called back on the 21st and spoke with Another rep, he said he would get them sent. They still werent. Called again on the 29th a very unprofessional rep offered no help.I Called back on the 3rd of October and The rep finally sent the return labels. The wheels were tendered to ***** on 04 October 23 and arrived to the supplier on 09 October 23. I called to check the status on the 10th and rep told me they hadnt made a decision yet. I Called on the 12th and rep said the holdup was the supplier and he would email the supplier and get back to me that day, I asked if there was a contact I could reach out to with the supplier. He said they were not allowed to give out their information. He did not reply back with the promised email. I called today 14 October 23 and Rep said the supplier had never replied to him. I advised Rep that after nearly a month and a half, I would be sending the other wheels back if he could arrange two more return labels and requesting a refund. During this time ALL communication has been by me, they have never called or made good on any promise of reply. Worst Ive dealt with in 30 years.

  Business Response

  Date: 10/14/2023

  Unfortunately the manufacturer did ship out wheels that were used. We have been working with the manufacturer to rectify this as quickly as possible. The damaged wheels have been approved for replacement and should be shipping very soon. 

  Thank you 

  Customer Answer

  Date: 10/14/2023

  This response is similar to the reps ********* for the past month. That one paragraph response could have made a difference a week or month ago, but once again, absolutely zero communication from this company. I have had to arrange wheels to move this project to its next stage of completion. Im not demanding storage fees, work time lost or possible loss of business due to this. I simply, at this point, want a refund of the total purchase price and to sever ties with a business that I have no faith in an honorable future relationship, should I need assistance with these items later. I never have and never want to be treated in this fashion again.

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 12 2023 I have payed no money to the business yet and have a case number with Affirm to cancel both of the loans to Extreme Wheel.Extreme Wheel was to provide a set of tires they had in stock by description. I had purchased (2)sets of tires by accident and immediately called Affirm and tried to contact Extreme Wheel...(they claimed their phones were down) to cancel one of the sets of tires. Extreme responded with the tires are not in stock but they could give me a different set at no extra charge. I replied with no thank you and that I was only interested in the tires that I had sought after. They put in for a Special Order for the tires that have been out of stock on every website I looked at...and were the only website to claim that they contacted the manufacturer to do a "Special Order" when no other website even offered this option...and all the other websites were able to refund the money within 24 hrs. Extreme said that I extremely difficult to get a refund back from Affirm. They never confirmed with me about a special order nor what the criteria was on doing a special order. I never would have agreed if they had told me before placing this special order. So now Extreme Wheel will not refund the money for both loans for both sets of tires, they will not cancel the special order that I did not get informed about before placing the order, and there is no status on the order in almost 2 months. They just keep giving me the run around. This is hurting my credit as ****** has told me to not make any purchases to any loans while in a dispute and that they cannot refund the money or close out the loans until Extreme Wheel puts in for the refund. I have never had worse customer service or such a had time on a refund. The customer service is lacking with telling customers information that is necessary when doing these kind of Special Orders before confirming with the Consumer first. PLEASE HELP!!!...I do not know what to do at this point.

  Business Response

  Date: 09/01/2023

  Hi ********,

  Very sorry for any issues you're having with Affirm. I do show this was resolved on our end. Please let me know if there's anything else we can do.

  Thank you
  

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kumho 235/80R17 AT51 tire on 6/24/2023. I used the Affirm payment method, offered on the Extreme Wheels website. On 6/26/2023 I received this email from Extreme Wheels: "Hi ***********,?Thank you for the order, however ***** just reached out and informed us they have completely gotten rid of all the AT51's and replaced them with the AT52's.?If that will work please let me know and I'll upgrade you at no extra cost to you.?This can ship out today.?Thank you"I called them on 6/26/2023 and informed them I did now want a substitute and would like a refund. They explained that refunding through Affirm was a complicated process, but they promised to initiate the refund.In the meantime, I am getting collection calls and email from Affirm. Affirm has not received the refund from Extreme, which they need in order the cancel my plan with them. Each time I contact Extreme, the associate has no record of a refund and management is never available. My latest contact with Extreme was today, 8/31/2023. The associate said his hands are tied and there is nothing he can do. He told me the finance **** was not in and he did not know when they would be in. He said that I just have to wait. They sold me a product which they did not have and could not get. This is unprofessional, unethical, and unacceptable.

  Business Response

  Date: 08/31/2023

  Hi there. 

  After reviewing this has been fully refunded on our end. This was completed the day you requested the refund. 

  Please let me know if there's anything else I can do. 

  Thank you