Complaints

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/12/2023 I placed an order totaling $1157.73 and was charged $1400.73, which I did not notice immediately. On 8/15/2023, I called customer service to ask for a price adjustment on one of the items purchased that I found online for half of the original price that I paid. Upon request, I sent them several emails with photos of the item I purchased and a link to the same item on ******, which was a car stereo. They finally agreed to honor me a portion of the value, which was $269.99. On the same call, I also made another purchase, which was an exchange for the rest of the original purchase, a set of 4 fender flares for my ****. Those items came individually boxed from the vendor, and were too flimsy to be road safe. The agent provided me with a series of emails to produce shipping labels. When I opened those emails, they had a warning that they were charging $20 shipping for each box. I called back and explained that it was not fair to be charged one third of the price of the faulty product just to ship it back. They offered to waive the shipping and sent me more emails with no warning about shipping and that provided me with return labels. When reviewing my bank statement after the returns were processed, I noticed that I was only given a partial refund and they did not refund the shipping. I called back and they told me they would send me an invoice that would explain everything. Upon receipt of invoice I found the original overcharge from 7/12, as well as the shipping discrepancy. I took all of the information to my bank manager and after careful review we opened a dispute. The company "settled" the dispute by claiming that the $269.99 price adjustment from 8/15 was the refund for the overcharge. My bank informed me that I need to file a claim here in order for this dispute to go any further. According to my bank's calculations and myself, they owe me $327.25.

  Business response

  10/30/2023

  To whom it may concern,

  The consumer has spoken with a supervisor on 10/17/23 who has reviewed all the information in detail regarding the dispute the customer had submitted with their credit card company.

  Thank you.

   

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hard top for my **** from Extreme Terrain on 7/27/23. When I ordered, the product was listed as in stock and it would ship in 4-6 weeks. The shipping date kept getting extended until a customer service rep finally admitted this is a drop shipment (I had no idea) and they were out of stock and it was a supplier issue. I got fed up with waiting and requested the order be cancelled and refunded on 10/5/23. I received an email that same day (attached) saying I would have my refund by the end of the day on 10/10. And I have nothing. I have contacted customer service repeatedly and I get the run around and excuses. Complete lies and misrepresentation from this company. I want my refund immediately!!!

  Business response

  10/19/2023

  To whom it may concern,

  This order was cancelled and the consumer has been fully refunded.

  Thank you.

• Initial Complaint

  09/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The shipment arrived damaged, looking like there were pieces missing, and I rejected the shipment as per their guidelines. Customer service was generally unresponsive until I made multiple attempts to reach out to them. I agreed to have the item I ordered replaced. I went out of town and came home to find the original shipment delivered to my backyard, a trespass at that, in an even more mangled state with parts of it scatted around my backyard entrance. I never agreed to or schedule the second shipment, let alone agreed to just have the original damaged product redelivered in a mangled and scattered state. Completes unacceptable.

  Business response

  10/05/2023

  To whom it may concern,

  The consumer contacted us to let us know a shipment was damaged and refused.

  We assisted the consumer by setting up a return and a replacement, that was the last contact with the consumer.

  The return of the damaged item and the replacement is currently in progress.

  Thank you.

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a complete seal kit for my **** doors item # ******-** for 119.99. Purchased August 8th, The kit was incomplete missing the lower inside and outside glass seals. Value 50$. Initial call to ******** was nice and was told I would recieve a call back in two days. No call came and contact with next rep three days later said they had no record of my call but she would help. I was told I would be contacted because this was a vendor problem and days went by before I get an email with draw a circle around the missing items. I replied with the image of the circled items twice. No further contact has been made with me. I sent a email requesting status and my reply was a question mark from ************

  Business response

  09/25/2023

  To whom it may concern,

  An email has been sent to the consumer informing them that the missing felt pieces have been processed and the missing items will be shipping shortly.

  An email will also go out to the consumer providing the tracking number for this shipment.

  We advised the consumer to contact us if they have any further issues.

  This matter is considered resolved.

  Thank you.

  Customer response

  09/28/2023

  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. The company provided the missing pieces.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  09/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased an item that was listed as "In Stock" with a ship/delivery date the following week on August 6th, 2023. Since originally purchasing the items (transmission pan) the ship date has been pushed out week after week with no notification from the seller (ExtremeTerrain,com). Every week this item still reflects as "In Stock" with an expected ship date of the following week on their website. It has now been almost 5 weeks and this item that was was charged for on August 7th still has not shipped. I have not been offered a refund or an option of canceling my order and I believe this violates a FTC rules as items are purchased with the idea that once charged for the item that the order would be fulfilled in a reasonable timeframe. Currently they are estimating it will ship by September 28th.

  Business response

  09/21/2023

  To whom it may concern,

  We provided the consumer with the estimated ship date that the vendor has supplied us.

  We apologized to the consumer for the delay and offered a $20 store credit. We also provided the 

  consumer with the option to cancel their order for a refund. A supervisor has left the consumer a

  voicemail as well.

  Thank you.

  Customer response

  09/28/2023

  [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 was over 6 weeks after the order was placed that I was offered to have my order refunded and was the 5th time I reached out to them regarding this order.  Each time I reached out to Extreme Terrain regarding my order, I checked their website and this item was continually marked as "In Stock" with a ship date, which again is false advertising and was reflected in the document I submitted the day I filed this complaint.  They consistently reassured me that my order was shipping soon.  A supervisor did give me a call and I didn't bother to call them back as I kept being told by Extreme Terrain that it wasn't their fault the item wasn't shipped, yet they still charged me for the item when it was not in stock and they had no idea when it would be available, nor was I notified at the time of purchase or anytime after that.

  Again, Extreme Terrain as a business was not acting on good faith and provided false information regarding availability of the products they are selling on their website.  With the customer service that I have received why would anyone want a 20% coupon off their next purchase with them, it's not like they offered a discount on the item they charged me for and couldn't provide.  It's been over 8 weeks now since they charged me for this item and as of this moment I still do not have this item in hand.  I have no intention of ever ordering from this business again as previously stated they provide false advertising, inaccurate information regarding their items they have in stock and take a "Not my fault" attitude even when they have charged a consumer for a product that they can't provide.  It would be different if they had it set as a pre-order or out of stock item but that is not what they did.  They are a business that acts on bad faith and consumers should be aware of this.
  
  Regards,
  
  ***********************************

  Business response

  10/12/2023

  To whom it may concern,

  We provided the consumer with the estimated ship date that the vendor has supplied us.
  We apologized to the consumer for the delay and offered a $20 store credit. We also provided the consumer with the option to cancel their order for a refund.

  Thank you

  Customer response

  10/13/2023

  [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:  No where on their website does it state this is an estimated ship date.  I still stand by the fact this is FALSE advertising and is selling products under bad faith practice.  Extreme Terrain can't admit that and still claims it is an estimated ship date while claiming the item is "In Stock" even today when it is not and is backordered with the manufacturer.  Extreme Terrain should do better as an online retailer and should not operate under the thought that they are not responsible for knowingly providing false information.  Instead of offering a future discount when you can't fulfill an order that was already placed and was paid for, why not offer an apology or a discount off the current order that had been delayed with NO notification ever.  I understand the manufacturer may have delays but it is Extreme Terrain's responsibility as the seller to inform customers of these delays as they are the ones that I paid my money to for the item.  I was only offered to cancel my order about 6 weeks after the fact.  No time before that did Extreme Terrain offer to cancel and refund me for this order until I reached out to the manufacturer and received a date of when the items would be shipping.  I didn't cancel my order because I would had to wait even longer to receive the item I paid for 6 weeks prior.

  Repeating the same garbage that they offered a future discount of 20% and 6 weeks after collecting my money and not providing the product that I paid for is not an acceptable response to selling items under bad faith terms.  Ironically an apology would have gone a long way but they will never take responsibility as a seller that operates under bad faith.  I believe other consumers should be aware this is how this business is ran so they can place orders knowing how they choose to operate.
  
  Regards,
  
  ***********************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 8/25/23 Paid: $169.99 (plus $42.50)ExtremeTerrain.com offered several ways to pay for their products. I could either use my credit card or ******. I looked into their ****** option and saw three additional options. One option was to pay for the item in full. The second option was to use ****** and pay over a 12 month period. The third option was to do a 4-payment plan, each payment would be about $42.50. I chose the third option ($42.50 4-payment plan) and proceeded successfully to check out. There were no emails or notification stating that they did not accept the 4-payment plan. In less than an hour I checked my bank account and saw that extremeterrain.com charged me for both the $169.99 AND the $42.50. When I called the company directly, they said they don't offer the 4-payment plan for their products and proceeded to charge me the full amount without my authorization. When asked for a refund, the only option ExtremeTerrain.com could give me was to return the item once I received it. They also had no record of the $42.50 charge (which is currently pending in my bank account) and told me to call ****** directly. As an apology for charging me the full amount without my approval they gave me a $10 credit coupon. I am currently waiting for a response from ****** to see if I can cancel the payment plan but I don't know how long that will take. I'm worried that ****** will continue with the payment plan even though I've already paid for the item in full, against what I opted for.

  Business response

  08/31/2023

  To whom it may concern,

  This order was paid for using ******. If the consumer chose a payment plan with ******, they would need to review that plan with ****** customer service.

  Thank you.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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. 

*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. ↩