Complaints

This profile includes complaints for ExtremeTerrain.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ExtremeTerrain.com

  600 Cedar Hollow Rd Paoli, PA 19301-1753

  
• 

  All Things Jeep

  20 Mill Street Suite 136 Pepperell, MA 01463

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:08/04/2023

  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.

  Purchased ******* Cover for $278 in January of this year. ******* Cover came with very vague directions. I installed the ******* cover on much truck and drove it to Florida and back. When I returned to Ohio the cover literally snapped off of the back of my truck and I requested a refund/replacement from the company and they never called me. Just offered me a $10 voucher toward buying another cover and told me I was out of the 30 day return period and there was no warranty offered by them or manufacturer. So you can sell something for $300 that lasts a month or two and then have no liability to back the product. That's shady and represents a company taking advantage of people.

  Business Response

  Date: 08/15/2023

  To whom it may concern,

  This item is designed to attach to the bed rails with clamps and hardware that is provided.

  Consumer installed and used the item for several months after purchase. 

  Given the time that had passed since purchase and installation, we offered consumer $10 store credit.

  Thank you.

  Customer Answer

  Date: 08/26/2023

  It's that simple.  Their stuff lasts 2 months and its my fault.  They offer $10.  They have a 1 month warranty.  How terrible of service is that?  Its a $300 ******* cover and it lasts 2 months and they keep $300 and I get $10 voucher.  Not $10 back.  A voucher to buy more defective equipment.  The cover was attached to the bed rails.  It was defective and the plastic from the cover broke off because its cheap.  Luckily no one was hurt.

  Business Response

  Date: 09/21/2023

  To whom it may concern,

  Consumer installed and used the item for several months after purchase. 
  Given the time that had passed since purchase and installation, we offered consumer $10 store credit.

  This matter is considered resolved.

   

  Customer Answer

  Date: 09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  $300 ******* cover brakes within 2 months of purchase.  Company offers $10 voucher to buy another $300 ******* cover.  2 months.  The last ******* cover I purchased for my other truck lasted 5 years and was perfectly fine when I traded the vehicle.  The plastic breaks in 2 months on this one because it’s poorly manufactured and I get a $10 voucher to buy another one.  Just stand behind your product and replace it!  Shady business dealings.
  
  Regards,
  
  ******* ********  
  

  Business Response

  Date: 10/12/2023

  To whom it may concern,

  Consumer installed and used the item for several months after purchase. 
  Given the time that had passed, we offered consumer $10 store credit.

  This matter is considered resolved.

• Initial Complaint

  Date:08/01/2023

  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.

  They have continuously and intentionally misrepresented the items they sell. The pictures I took are what I received. The screenshot I took is what I was supposed to receive.

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  Consumer contacted us about the item not meeting their expectations. We presented options to assist the consumer and they chose our mitigation option. Consumer chose to take store credit to use on a future purchase and keep the item.

  This has been resolved.

• Initial Complaint

  Date:07/26/2023

  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.

  Order No: ***-******** I ordered over $900 in parts. After receiving the parts and noticing the fitment was incorrect and for the wrong model of the vehicle, I applied for a return. I followed the return link on the website and followed the steps to return the items including sending the photos of the issues. The items were shipped back and received by Extreme Terrain. After numerous follow ups with the "chat with live agent" feature I was finally issued a partial refund. I've followed up via chat numerous times since the partial refund only to find out the final items left to refund has been sitting in their possession for 13 days. I was told the issue would be resolved by end of day 7/26/23. I also requested a call back from a manager with no success. Tonight a payment was submitted that I'm being charged interest on that's nonrefundable and this matter still hasn't been resolved. I called the company directly only to be insulted by the customer service rep stating I did everything wrong and I should've went to ***** and spent more hard earned money to ship the items back separately in their own packages individually. Why should I have to have my intelligence questioned/insulted and furthermore shell out more money to fix Extreme Terrains mistake. I'm beyond frustrated at this point with the amount of time and effort involved in trying to get refunded the last amount of $349.99 plus taxes and now daily interest fees from the lender. I'm personally distraught that I had to endure a 20 minute conversation being insulted and told I did everything wrong by a rep when I'm already upset about the issue taking so long to resolve and I followed every step required for a return through the website. This has been by far the worst experience I've had with what should've been an enjoyable experience. I want to be made whole on the refund and I will seek business elsewhere with a company that values customer experience and quality control as a core priority.

  Business Response

  Date: 08/15/2023

  To whom it may concern,

  Consumer has been fully refunded after the warehouse was able to determine all the items were sent back in one box.

  Thank you.

   

   

   

• Initial Complaint

  Date:07/12/2023

  Type:Delivery 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 my order *********** on Jul 9th and when it came time to select shipping the website stated that if I select 2 day shipping then the order would arrive Jul 11th. Jul 10th I received two emails stating that my order had shipped and the tracking number provided said they would be delivered on the 11th and the order never arrived. On the 12th I recieved an update on the tracking that the order would arrive but only have of it did. I contacted the company to request a refund for the shipping cost as they did not honor their advertisement of it arriving on the 11th and it didn't arrive in whole on the 12th either. The customer support person stated that the 2-day shipping will start on the day that they ship them, not on the date they were purchased. Which is directly contradictory to what they advertise. They knowingly use false advertisements to upcharge for delivery knowing most people will choose faster delivery since it is mostly **** and other SUV parts they sell because without them your vehicle will not work. In combination of them ceasing the use of false and misleading advertisements I would like my shipping refunded as even with their advertised practice and their actual practice the shipping was late. I have also included a picture that shows the advertised shipping practices they use.

  Business Response

  Date: 07/26/2023

  To Whom It May Concern, 
  
  Upon further review, we found the shipping to be delayed in this case. A refund in the amount of $7.99 has been issued back to the consumers original method of payment. They can expect to see the refund within the next 3-5 business days depending on their financial institution. 

  Thank you, 

  Customer Answer

  Date: 07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because it does not recognize nor does it acknowledge if any what the business is going to do about their blatant false advertising. 
  
  Regards,
  
  ***********************************
  

  Customer Answer

  Date: 08/21/2023

  How is the blatant false advertising not seen as an issue when it is a flagrant violation of federal law which states "When consumers see or hear an advertisement, whether it's on the Internet, radio or television, or anywhere else, federal law says that ad must be truthful, not misleading, and, when appropriate, backed by scientific evidence." This is clearly a misleading advertisement campaign being conducted by the accused company. 

• Initial Complaint

  Date:06/27/2023

  Type:Delivery 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 2 products at $199 plus tax each. The company only shipped me one part and made purchase an additional 3 part in order for me to get the 2 parts I needed. I uploaded my invoices where you will find I paid for 2. Then when my two did not arrive I had to call, the mgr was rude and unhelpful stating policy this and and that then told me if I wanted to receive the 2 in time I had to purchase a 3rd! What kind of business is this? Zero customer service or credibility!

  Customer Answer

  Date: 07/26/2023

  No the company did not address this issue. I had to purchase an extra product then return one once they finally shipped my original order. 

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  The shocks are are individually priced. The consumer ordered 2 shocks that shipped out at separate times. A supervisor spoke with consumer and provided store credit vouchers as an apology for the situation. Supervisor also covered the cost of a return tag on one of the items. Consumer has received both shocks ordered. This matter is resolved.

  Thank you.

• Initial Complaint

  Date:06/10/2023

  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.

  Website sold me incorrect product as part of a wheel and tire package. I entered my vehicle information, and they offered these as compatible. Nothing said they weren't during the ordering process within the package options. These are TPMS sensors, and I started looking into it after the wheels were already installed on my vehicle. When I went back to the website and clicked the link for the item as an individual, then the website told me they weren't compatible with my vehicle. Customer Service blamed me, and told me I could return them. I don't have the equipment to remove a tpms sensor, and it costs money to have someone else do it. I wanted them to send me replacements and pay for a local shop to swap them out, but they refused. Their final offer to "fix" the situation was to have me return all 5 tires and rims, which is ridiculous and would cost more than the solution I offered. Upon reading other reviews, it seems they do this kind of thing all the time. The reviews on their own website prove this, yet they have not fixed their website's selection process for tire packages. Unbelievable, and worst customer service ever. Fri June 2, 2023 Order No: **-********

  Business Response

  Date: 07/17/2023

  To Whom It May Concern, 
  
  The consumer was provided multiple options for TPMS sensors during online purchase. Each set of sensors is specific to a year range, which must be selected. The consumer returned the incorrect TPMS sensors purchased and was refunded in the amount of $184.76 on June 27, 2023. 

  Given the circumstances, we have also refunded the customer a mount and balance amount to help offset the cost of purchasing new sensors and a new mount and balance. This was issued today, July 17, 2023, in the amount of $185.49. We did attempt to make contact with the consumer regarding this refund amount, but the phone number on file is no longer valid. We will continue to attempt to make contact. 

  Thank you, 

  Customer Answer

  Date: 07/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also wanted to add that all of this was unnecessary, and their customer service needs work. This all could have been resolved more easily.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/08/2023

  Type:Delivery 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 two items. The put the wrong address and I never received the items and they wont give me a credit. I paid for the items with ****** and ***** and extreme tarrine could not change the address. I never received the items and no one will give me a credit.

  Business Response

  Date: 06/21/2023

  To Whom It May Concern, 
  
  The consumer placed an order on 05/18/2023. The order was shipped to the address provided at the time of the order and two packages are confirmed delivered on 05/20/2023 and 05/22/2023.  A return to sender request was submitted, but unsuccessful in intercepting the order prior to delivery. Since the address was delivered to the address provided at the time of the order, ***** will not entertain a claim and we are unable to assist any further. 

  Thank you, 

  Customer Answer

  Date: 07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/23/2023

  Type:Delivery 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 April 29th, 2023, I placed an order online from the business “Extreme Terrain.” The order was for a bumper and sunshade, in the amount of $782.98 (order # **-********). Within about 1-5-2 hours, I realized the package was being sent to an old address in California. I sold that house 2/2021. I immediately contacted Extreme Terrain, and advised them not to send the package to that address, and provided them with my new address. They told me they couldn’t change the address (odd), but would send ***** a message to re-route the items. I was told that in the event the items still went to California, the company would “figure something out,” that the items would be considered “lost” since I gave them PLENTY of time to stop the package, and they would send me new items. The order was not received by ***** until the following day—4/30/2023. My order was never cancelled or re-routed, and was ultimately delivered to the address that I specifically told them not to go to. I called the company again, and was told they were going to consider the package lost and send me new items to my current address in Tennessee. A few days passed, and I received an email stating they would not send items and I was out of luck, even though I was told multiple times I would receive new items due to me giving them plenty of notice not to send the items to California. Main points: -I notified the company of the wrong address within 1.5-2 hrs. -The items hadn’t even left the warehouse at that point. -Had the business told me I would be out the money if the packages were sent to California, I would’ve cancelled the order. -I DIDN’T cancel since the business TOLD ME I WOULD BE OK and new items would be sent. I am now out nearly $800 based on what the business told me, and they are refusing to make the issue right. All of this is in the business’ notes.

  Business Response

  Date: 06/07/2023

  To Whom It May Concern, 
  The consumers original order was placed online and shipped to the address provided at that time, 04/29/2023. The consumer did contact us on the same date in an attempt to update the shipping address, but the order was already in the shipping process. We did submit a request with ***** in an attempt to update the address, but the attempt was unsuccessful. 

  We then attempted a lost package claim on 05/08/2023, which was denied because the order was shipped and delivered to the address provided at the time of the order. This was explained to the consumer by multiple agents and Supervisors. The consumer was also offered a $100 store credit for the inconvenience, which they did not accept. We are unable to assist any further with this matter. 

  Thank you, 

• Initial Complaint

  Date:05/15/2023

  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.

  Order Date:November 12, 2021 Order Number:*********** Price: $728.99 This order was returned because the racks would not work according to installer. These racks were recommended for our exact vehicle by Extreme Terrain. The racks we ordered as a replacement on May 13, 2022 never showed up- back order- they cost a bit more at $859.98 Order Number:*********** we cancelled this and reached out again December 29, 2022 the **** Experts Recommend a replacement for the one that was backordered and never showed up- cost was $999.99 Order Number:************ According to installer This rack did not work -returned it and it was replaced with exact racks- reached out to Extreme Terrain who said it would work with a new bumper and said keep it and gave a store credit for ordering the bumper and some additional accessories. I was happy at this point to finally get a resolution. Just to find out that the racks were not meant for a soft top jeep- which they had all this information up front- as to the type of **** we had- this was a gift for my daughter for Christmas almost 2 years ago now.. She went to pick up the **** after install - they put on the bumper that we did not really want but had to have for the racks to work- and now she could not get her soft top back on- so after paying for install she had to pay someone to uninstall the racks! they are completely useless. So when we reached back out to Extreme Terrain they told us because they gave us the credit to use towards the bumper and accessories they were done- nothing else could be done. They would not even address any of our concerns - it was clear they were reading from a script as to their policy. I understand if I was just not happy about something and I chose to get a store credit as a compromise to the issue- I would not come back for more- which is how they seem to view this- NOT the case- we just want what we have paid and waited for- racks that work with our daughters jeep!

  Business Response

  Date: 06/02/2023

  To Whom It May Concern, 

  The consumer was advised by installation shop that the rack would not work with the factory bumper. The consumer reached out to us for resolution. They were offered an $800 store credit to keep the rack as-is. Which they accepted. They then used that credit to purchase a new rear bumper for the **** and additional accessories. 

  We then received contact from the consumer on 04/26 regarding the functionality of the rack with the soft top. Since the consumer opted to keep the rack as-is for the $800 store credit, we are unable to assist any further. We advised them of such. 

  Thank you, 

  Customer Answer

  Date: 06/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  the issue is that the rack was ordered for our ****- the soft top ****- and it does not work with the soft top ****- the credit was given to us to order the bumber- because the rack did not work with the factory bumper- that was a seperate issue- we paid for the install through Extreme Terrian as well- and then we had to pay to uninstall it- because the top could not go back on and it was raining. This has been a HUGE disaster and over a year long process of just trying to get a rack for my daughters ****. A solution that does not work is not a solution. 

  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/11/2023

  Type:Delivery 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.

  Placed order 04/21/2023 **-******** for 678.57. To date 05/11 I have not received my full order. I received my two rear shocks model ********** from the first order *** TRACKING: ****************** & ****************** but did not receive my front 2 shocks (model **********) *** tracking ****************** & ******************. I ordered with one day shipping but did not receive them until April 25th. I called back April 25th and a new order was placed for the front shocks model **********. I received one on May 02 outside or original packaging with nicks in the shaft. It is my belief that it is not new. I ordered new items with no declaration of possibly receiving anything but new. I called again on May 2nd. A third order was placed. Today I received the wrong model ********** again out of original packaging with no declaration of receiving anything but new.

  Business Response

  Date: 05/31/2023

  To Whom It May Concern, 
  
  A replacement front shock was sent to the consumer on 05/12/2023. It was confirmed delivered on 05/15/2023. A refund for the shock that appeared to be in less than perfect condition was offered to the consumer. They accepted this offer. A refund in the amount of $141.68 was issued today to the consumers original method of payment. 
  
  This matter is considered resolved. 
  
  Thank you, 

  Customer Answer

  Date: 06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************