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Business Profile

Sporting Goods Retail

Extreme Max Products

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Product purchased is a Boat Lift Boss serviced by Extreme Max Products. The Lift was professionally installed and used June 2020 for 3 months; winterized and used again June 2021 for 3 months and this Spring we could not get it to work. Also, important to note that last summer 2021 the steel cable snapped causing my husband to fall into the lake hitting the lift and was injured. We had a new cable professionally installed.With the power wench failing to work we now feel very strongly that this unit was clearly "defective" when it left the manufacturer. This Wench/Lift is at our seasonal cabin which we occasionally travel to so the wench gets used a very small number of times each summer.We have spent money replacing the broken cable; working on the wench this spring and then having to bring it to the ************** service center. We have written numerous very detailed emails explaining all of these things and the fact that we believe the company should give us a brand new replacement unit.We were told the unit was on the docket to be diagnosed this past Monday, June 6th. Now were are told the following Monday June 13th but they were unable to tell us anything about what if anything they have done with the unit.My husband and I are former senior managers with corporations and when a customer asked to speak with a manager we always immediately made sure their request was met. The reason for this complaint is two fold in that the unit should be replaced with a new unit given the history and minimal use and secondly, the lack of responsiveness to numerous requests to speak to someone in management. The one representative ************************* has not been able to get us answers nor get management to communicate with us. He became rude.We have tried to avoid filing this complaint and even communicated that if we were not put in touch with a manager we would have no other option but to file with the Better Business Bureau.

    Business Response

    Date: 07/11/2022

    Please note that this customer did not buy this unit from ********************** *** *************** This customer purchased a used Boat *************** as there was no mfg. date on this unit.  Boat Lift Boss started stamping all units with a mfg. date in 2017.  It should also be noted that Extreme *** does not manufacture or have anything to do with the cable.  This is part of the lift itself; not our Boat Lift Boss.  On first contact with us the customer demanded to speak with a manager.  We have a fully qualified warranty administrator that knows how to handle these situations.  Our warranty and repair service process is spelled out in our documents that are sent to all of our customers to fill out and also available on our website.  Our form clearly states that our repairs are a 2-4 week lead time.  This customer dropped off their unit on 6/1/2022 and it was completed on 6/8/2022.  They threatened not to pay us for the repair and they are demanding a new unit.  We do not replace units that are more than 5 years old.  We have not heard back from this customer since their repair was completed.  So, I am guessing that their unit is in good working condition now.  

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