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:08/06/2022

  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 7/18/2022 I ordered a passenger side mirror for 2014 **** ******** for $57.99 from Extreme Terrain. They sent an email stating that my item had shipped on 7/19/2022. When the item arrived on 7/21/2022, it was not what I ordered. It was a cloth covering of some kind. I immediately emailed them. They sent back a six step process by which I needed to take care of their mistake. Including taking the package to a location to be dropped off at a *** ** facility. I refused to do all of these things as I did not make the mistake. They emailed again saying *** ** would pick up the package at my house. That took several days. They never refunded my money. After they received the item they incorrectly sent to me, I received an email stating they had shipped my mirror. When this package arrived it was again not what I ordered. I am not even sure what it is. I contacted them again and asked them to refund my money. They again refused and told me I had to do a bunch of things before they would give me my money back. I do not work for them. I did not order what they shipped. I still do not have the drivers side mirror that I paid them $57.99 for. I also still do not have my money back. Order number: ***********

  Business Response

  Date: 08/24/2022

  To Whom It May  Concern, 
  
  The consumer placed an order on 07/18/2022 for a replacement passenger side mirror. On 07/21/2022 we received contact from the consumer that they received a cab cover instead of a mirror. So, we assisted with setting up a return for a replacement and sent a postage paid return label for the return of the incorrect item. 

  Once the return label showed the item was on it's way back, we sent a replacement order to the consumer. The consumer contacted us on 07/28/2022 to report they received the same wrong item again. We set up an RMA for a refund and send a postage paid return label for the return of the item. We are currently waiting for the item to be returned to issue a refund for the order. 

  Thank you, 

• Initial Complaint

  Date:07/18/2022

  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 ******* Cold Air Return for my 2014 **** ******** Unlimited from this company. I then took my car to my mechanic and he proceeded to remove the factory component for replacement. He started to install the new system and discovered that the intake hose was missing from the box. No parts list was included. Upon further examination we found a tag on the box labeled Hardware Pull *******, Dated 10-4-21, ticket *******, issue: missing intake tube. I called and the telephone agent apologized and offered to send an air intake tube via two day delivery. I then spoke to a supervisor and explained that, including my mechanics time and my travel expenses I already would be spending over $200.00 and asked for a reimbursement. She would only allow me a $50.00 credit on my credit card as that was all she was allowed to do.

  Business Response

  Date: 08/15/2022

  To Whom It May Concern, 
  Per  our policy listed on our site, we advise consumers to inspect packages upon receiving them. We also note: ExtremeTerrain.com is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts. We assisted with an exchange for a full kit and shipped the replacement out ahead of receiving the original order back. The consumer also spoke with a Supervisor who provided a $50 refund back to their credit card for the inconvenience. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:07/07/2022

  Type:Sales and Advertising 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.

  attempted to place an online order multiple times, but website kept reverting my billing address to my shipping address.called business to attempt to complete order in cart. business rep clarified that I had wrong item ordered and I then said not to proceed with order. (record one)part of order shipped to shipping address, despite no notification order had been placed; no shipping notification, no tracking info.1st package delivered. e-mailed business to complain that order never placed; phone call (record 1) given to business .business refuses return of item without a ten dollar fee for each of 2 packagesl. business does not acknowledge phone call (record 10 being made or research into web site activity.

  Business Response

  Date: 07/20/2022

  To Whom It May Concern, 
  Our records indicate we received an order in the consumer's name on 06/20/2022. We were unable to locate any phone calls using the phone number on the consumers account regarding a cancellation request. However, the order was already in the shipping process prior to 06/27/2022, which is when the consumer initially claimed to have contacted us. 

  The order and packages on the order were addressed to the consumer. The consumer contacted us regarding a return, which has been set up for both packages received. I have removed the charges for the return labels, so there is no charge to the consumer for the return for a full refund. The labels were resent to the consumer on 07/19/2022. We are currently awaiting the return of the items. 

  Thank you, 

  Customer Answer

  Date: 07/26/2022

  [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,
  
  *************************
  

• Initial Complaint

  Date:07/04/2022

  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 ordered a roof rack for my **** In January 2021. It arrived promptly and I had the delivery guy put it into my garage. I was really sick with long Covid and I couldn’t install it until the spring so I thought, fantastic, my rack is here! When the weather got better, and I was finally better, I opened it only to find half the rack. I called Extreme terrain where I was passed off to a supervisor named George. George was great in the beginning. He was very apologetic and accommodating. The second part had never shipped because it was not in stock when I ordered it (by phone I might add, to make sure everything went smoothly) and there was no sign of it coming back into stock. I was credited for the portion that was not shipped, and upon shipping back the portion of the rack I had, over a month later I was was credited, but had to follow up, for the credit to happen. George told me on more than one occasion, that I would be reimbursed for the shipping and duty charges as this was through no fault of my own. I am in Canada. It was over 400 US. I wanted this rack, dreamed about what my set up would look like and that all came to a grinding halt. I didn’t want to send it back. I even had to cancel a week long trip because of this rack not being fully shipped. Do you think I got reimbursed for cancelling my plans and all the fees I paid because I had nothing to attach my RTT to?? No! No one even let me know that I only had half a rack. Really? No customer service…what will this person do with half a rack??? Maybe we should contact them…or not ship 1/2 the rack at all!!!! I have left George MULTIPLE voice messages…not one returned call. I will never purchase from this company and urge you to look elsewhere. I just want the money I paid back, in full. Every single cent. The thing that sucks the most, is that I bought it when the dollar was high in the US….with a weaker US dollar, I have lost even more. I will never see ALL of my money back.

  Business Response

  Date: 07/26/2022

  To Whom It May Concern, 
  Upon review of the account, I can confirm the consumer was refunded in full for the amount of the product on the order. This amount was $661.99 USD. We typically do not refund shipping charges, but since the remainder of the order was out of stock and the consumer opted to cancel, we have refunded the amount of the shipping charges today, 07/26/2022, in the amount of $389.43 USD. 

  This matter is considered resolved. 

  Thank you,