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

  
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  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: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, 

• Initial Complaint

  Date:06/20/2022

  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.

  Business has charged me for items but will not ship them due to a billing error on their end, when asking for a replacement of damaged goods I was charge for the replacement and was told I would be refunded once the item was returned. This is now not the case the company will give me 90% of the value charged to my account for the replacement to be returned. They also will not refund the money if the items are canceled that would have shipped when purchased. The website claims to give you a 3 day delivery but just took my money and haven't shipped the goods purchased because of their own mistakes. So I am left without the money and extra charges and no goods that were purchased.

  Business Response

  Date: 07/13/2022

  To Whom It May Concern, 

  We assisted the consumer with an exchange on a damaged wheel. When an exchange is set up in our system, it creates a balance on the account to ensure the damaged wheel it returned and accounted for. It appears that this balance caused an error, which prevented the rest of the consumer's order from shipping until it was removed. 

  Ultimately, the consumer decided to not wait on the items and the unshipped items on the order were cancelled as of 06/22/2022 and a refund was issued in the amount of $1,087.64. A wheel return was also processed on 07/01 and a refund in the amount of $90.72 was issued. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:06/08/2022

  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.

  I purchased a set of fender lights from this company. I paid to have the lights professional installed. The lights had a malfunction. I had to pay $170.00 for an inspection, only to find that one of the lights I purchased was defective and had a short in it. Now I have to pay to have the damaged light removed and reinstalled. When I contacted customer service, they "Nuno" informed me that they do not reimburse any service fees. I asked him where that info. was displayed and he stated that it is listed on their Return Policy page. Pertanent information such as disclosing no liablity for service issues in installing their products should be displayed prior to purchasing any product. I was never asked to agree to those terms and was never made aware of those terms. I purchased an item from this company in good faith expecting a working product only to find I was sold something defective and the installation, removal and reinstallation of their product would not come at an additional cost to me. I would like to be reimbursed for the cost I have incurred due to being sold a defective product.

  Business Response

  Date: 06/23/2022

  To Whom It May Concern, 
  
  The consumer spoke with a supervisor on June 8, 2022 requesting to be refunded for shop fees. At that time, the supervisor explained what is listed on our site: https://www.extremeterrain.com/returns.html, under the Defective Products section. ExtremeTerrain.com is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts.

  We assisted the consumer with an exchange for replacement. We sent the replacement part out ahead of time so they could make a direct swap, which they accepted. 

  Thank you, 

  
  

  Customer Answer

  Date: 06/28/2022

  [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 companies practice of not providing their return policy at the time of purchase but rather requiring the consumer to search out these details is misleading. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/23/2022

  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.

  Ordered a truck grill from them going on 2 months still have not received order they say it was out of stock then I received email and said it was in stock still never received order.called again they said it's out of stock again it will not be back in stock for another 5 weeks.iam not sure if I will get it then.they said there is nothing they can do.I can not find that type grill no other place.I just want what I paid for.

  Business Response

  Date: 06/06/2022

  To Whom It May Concern, 
  
  We  received the order for the Wire Mesh Upper Replacement Grille; Chrome from the consumer on 05/23. We received an update from the manufacturer that it was expected to ship from them directly between 05/09-05/16. The consumer followed up on 05/11 and we had sent a request for an update to the manufacturer since we had not received tracking information. 

  We received an update from the manufacturer on 05/20 pushing out the expected ship date to 07/04-07/11. This is the most recent update from the manufacturer directly. 

  Thank you,