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:02/21/2023

  Type:Order 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 headlights and fog lights about a year and 2 months ago I was just going to put them in my **** when I opened the box and found that I only got 1 fog light but I paid for 2. I contacted the company and they said because it’s been over a year there is nothing they can do. Which I understand I waited so long but I paid for the items thinking that they should be the right products I’m the box. Now I’m out the money and I can’t use the fog lights cause I only have one. I was also treated very rude. No need for an attitude. All I want if a fog light that I paid for so I can put them in my ****.

  Business Response

  Date: 03/15/2023

  To Whom It May Concern, 
  The consumer placed an order with us for headlights and fog lights on 01/11/2022. We received contact from the consumer on 02/21/2023 regarding a missing fog light. Given the amount of time that has elapsed, we are unable to assist with this matter. We advise our consumers to inspect their orders within 30 days of purchase and report any missing, damaged or defective items. 

  Thank you, 

  
  

• Initial Complaint

  Date:01/31/2023

  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.

  We ordered ****** - ******** 2.50-Inch ***** **** Suspension Lift Kit with ****** *** 3.3 Shocks from Extreme Terrain. This is order # **-******** ordered on Sep 12 2021. It took a long time for them to accept that the package had been returned to ********. The ***** tracking number, ************ from ********* showing the shipment with proof of delivery going right back to them: ************************************************************************************* They said the check totaling $2109.67 was sent on 12.08.22 and never arrived. When we called and checked, we were told that the check was already cashed but by a person we had never heard of. We confirmed that the check was sent to the right address, but we never got anything and there was no tracking on that check so they cannot even track it. We have been going back and forth with the company for so long. The company acknowledges a refund is due, says it has sent the check, but we have neither received it nor cashed it. At this point, we are owed a check for $2109.67 that we never received.

  Business Response

  Date: 02/17/2023

  To Whom It may Concern, 
  
  The order total was $2,506.44. A portion of the order was returned, so a refund in the amount of $396.79 was issued on 03/17/2022 to the original method of payment.
  
  It was then determined that the remainder of the order had been returned, but the age of the order prevented a refund back to the original method of payment, so a request for a check in the amount of $2108.56 was sent to our Finance Team on 11/02/2022. 
  
  A check in the amount of $2108.56 was sent on 12/08/2022 to an updated address provided by the consumers personal assistant, whom had been in contact with us regarding this matter. 
  
  The consumers assistant contacted us on 01/02/2023 to advise the check had not been received. So, we followed up with our Finance Team, who provided us with a photo of the check showing that it was endorsed with 'Pay to the order of ****** *********' and cashed. 
  
  On 01/26, the consumers assistant reached out to us regarding this matter and we advised that they speak with authorities if they believe this is fraud since the check has been cashed.  
  
  This matter is considered resolved on our end. 

  Customer Answer

  Date: 02/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  There are 2 issues that are clear from Extreme Terrain's response to the BBB:
  
  1. The owe us a refund. They admit that. This order was originally placed on 09/12/21. It took Extreme Terrain more than 1 year to even admit that they owe us a refund - and that too was after many, many phone calls on our part.
  
  2. It was the company's obligation to send the money by certified mail with tracking so there would be no issues. Why is the onus put on the customer for a check that never arrived and was cashed by someone else?
  
  I would like to ask Extreme Terrain - if the company is so responsive and organized, why did it take 14 months to get them to mail 1 refund?
  
  We called 20+ times and all the while the company's own tracking showed the products were returned. We were told numerous times that the company is going through a reorganization and there were internal issues that needed to be sorted out.
  
  At this point, we are not convinced at all that Extreme Terrain followed up on their obligation to return the money because it took them 14 months to even get to that point to return the money.
  
  We would like Extreme Terrain to take responsibility for  something they should have done more than 1 year ago. Extreme Terrain can confirm that our order Order # **-******** was placed on 09/12/21 and the check for the refund as per the BBB message itself states was sent out 12/08/22. If that is how long it takes the company to process 1 refund check it raises serious doubts and concerns about where and how they sent the refund check?
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/31/2023

  To Whom It May Concern, 
  
  As previously stated, a check in the amount of $2108.56 was mailed on 12/08/2022 to an updated address provided by the consumers personal assistant, whom had been in contact with us regarding this matter. 
  
  We followed up with our Finance Team, who provided us with a photo of the check showing that it was endorsed with 'Pay to the order of ****** *********' and cashed. We are unable to assist further as a check was mailed to the address requested and has been cashed. 
  
  Thank you, 

  Customer Answer

  Date: 05/01/2023

  [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:
  

  1. Extreme Terrain needs to inform their bank that the check was cashed by other than the person to whom the check was written.
  
  See: *******************************************************************************************************************************************************************
  
  2. Extreme Terrain needed to send the check via courier or some sort of tracking.
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/26/2023

  To Whom It May Concern, 
  
  As previously stated, a check in the amount of $2108.56 was mailed on 12/08/2022 to an updated address provided by the consumers personal assistant, whom had been in contact with us regarding this matter. 
  
  We followed up with our Finance Team, who provided us with a photo of the check showing that it was endorsed with 'Pay to the order of Carlos Rodriquez' and cashed. We are unable to assist further as a check was mailed to the address requested and has been cashed. 
  
  Thank you, 

  Customer Answer

  Date: 07/14/2023

  [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:

  We do not have a ******************************* working for us. We never have and do not know who that person is. We have asked for a copy of the check and we have never received it. They have told us to file a police report. However, we have no evidence as the company will not provide us with any. They have refused to return money that is owed. I want my money back, a check was never mailed and they have no proof they ever mailed the check that they say was cashed. We have been waiting for proof asked many times. I just want my money back. That is all I need. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 08/09/2023

  To Whom It May Concern, 
  
  As previously stated, a check in the amount of $2108.56 was mailed on 12/08/2022 to an updated address provided by the consumers personal assistant, whom had been in contact with us regarding this matter. 
  
  We followed up additionally with our Finance Team, who provided us with a photo of the check showing that it was endorsed with 'Pay to the order of ****** *********' and cashed. We are unable to assist further as a check was mailed to the address requested and has been cashed. 
  
  Thank you,

• Initial Complaint

  Date:01/30/2023

  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.

  Order # **-******** Placed order on 12/9/2022 for a tailgate insert for my 2021 ****** ******. Never received the product. Here is when I reached out and what their responses were:12/16/22 - product is taking longer than expected 12/21/22 - no further updates 1/17/23 - no further updates 1/25/23 - Extreme Terrain provided me with a ***** tracking number, but I I try to track it, it is an invalid number 1/27/23 - Extreme Terrain said they would re-ship the item, but again, they did not give me any tracking information I tried to file a dispute with ******, but Extreme gets repying with the same response: Please contact Extreme Terrain Customer Support directly for assistance with your order. Customer Support Contact: Phone: **************** Email: support @ extremeterrain.com Chat: **************************************************** I try to call, there is no answer. When I email, I am getting a run around.

  Business Response

  Date: 02/13/2023

  To Whom It May  Concern,
  The item was expected to ship from the manufacturer on 01/13. Since we did not receive an update as of 01/16, we sent a follow up to the manufacturer for an update. At that time, they advised that the item was expected to ship 01/23-01/30. 

  The consumer reached out on 01/17 and we advised them of the updated shipping date. On 01/25 they reached out requesting cancellation, so we sent a request to the manufacturer. However, they provided tracking information to us for the shipment, advising it had shipped. 

  As of 01/27, there was no movement on the tracking. So, we submitted a lost package claim. The consumer also reached out on 01/30 requesting an update. On 02/01, we received notification that the consumer filed a dispute on the order. We were in touch with the manufacturer regarding the lost package claim and it was determined that the order had not shipped. Since the item had not shipped, we issued a full refund to the consumer on 02/06/23 in the amount of $314.54. 

  This matter is considered resolved. 

  Customer Answer

  Date: 02/22/2023

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

• Initial Complaint

  Date:01/01/2023

  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 received my order *********** on December 23, 2022. Upon receipt I noticed an item was missing from the packaging. Glove box handle accent trim. I reached out to the company immediately via their chat messaging on their webpage and was told the order didn't ship so I couldn't have the other things. Long story short the person stated that I with the holiday I would need to wait until December 29, 2022 for the issue to be resolved seeing as they use a 3rd party vendor and items are direct shipped from the vendor. On December 30, 2022 I reached out via the messenger again, because the options are limited on the antiquated web page. I was told the order didn't ship and that it was coming from a 3rd party vendor. I have the items that ordered minus the glove box handle accent. In addition, I have something that needs to be returned (dim control switch), but I am not able to because the representative claims the order was not shipped. I uploaded the packing slip and still did not get a resolution to this issue.

  Business Response

  Date: 01/18/2023

  To Whom It May Concern, 
  

  This order shipped directly from the vendor on 12/20/2022. They recently provided us with tracking information on 01/11/2022, which we did not have before. It seems that this is where the confusion on our part came from. A Supervisor has reached out to the consumer as of today, 01/18/2022, so we can assist with returns and getting the missing parts shipped. The Supervisor left a voice mail message with their contact information. 

  We are currently waiting on contact from the consumer. 

  Thank you, 

  Customer Answer

  Date: 01/25/2023

  [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:

  multiple return call and messages have been left for Nuno the supervisor. 
  

  Jan 18, 2023 @ 10:21pm
  
  Jan 23,2023 @ 4:21pm
  
  On the company website, although it says shipped with proof of delivery. It does not allow

  a place to process a return or dispute a missing item. 
  

  The company is stealing money from consumers with statements of 3rd party vendor error. In addition, 

  the company does not disclose possible 3rd party could ship to customer. 
  

  I am requesting a refund for items not received and items not correct. This has been over a mi th since delivery. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/03/2023

  To Whom It May Concern, 
  We were able to retrieve tracking from the vendor who shipped the order. We attempted to refund the consumer in the amount of $13.99 for the missing trim piece on 02/01, but there is an open dispute with ******. So, we are unable to issue the credit. 

  A Supervisor followed up with the consumer today,02/03, to advise them we would be unable to issue the credit until they drop the dispute. We are also unable to process any returns on this order since there is an open dispute. Consumer is aware if they would like to receive their refund and set up a return for another refund, they would need to drop the dispute. They do not seem interested in doing so at this time. 

  Thank you, 

• Initial Complaint

  Date:12/28/2022

  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.

  I bought wheels- rims and tires- with free mounting and balance. The company sent me the wrong wheels. Through many different conversations and misinformation, they finally were able to take back the wrong ones and send the correct ones. Except they only sent the rims. When I contacted them, they sent the tires out a day or two later. When I told them that bringing now 10 large packages to mount and balance and get put on wasnt going to work and Id also have to spend more, they said dont worry we reimburse you for what the cost is. So I had my husband take the day off work, because I already took a day off work to get the original set put in but couldnt because they were wrong, so that we could load all the tires and rims. A couple in my jeep, most in his truck, so we could head to the local tire shop. They charged me $180 for mounting and balancing and $11.41 for tax. When I emailed the receipt for complete reimbursement like they told me to, they said no, we only reimburse $35 a tire. After arguing, they agreed to give me back $186 with a $25 store credit, which I will never use. I am absolutely disgusted by the lack of communication and lies this company has put me through. They lied and it was their mistake in the first place.

  Business Response

  Date: 01/11/2023

  To Whom It May Concern, 
  When offering to cover mount and balance fees, our policy is $35 per wheel/tire. Since this was not relayed properly to the consumer, we reached out and provided the remaining refund amount back for the incurred mount and balance fees. This was issued today,1/11/2023, in the amount of $21.27 their original method of payment. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:11/23/2022

  Type:Sales and Advertising 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.

  The company sent me an email describing their "Black Friday" deals. When I went to the website, they advertised 20% off of the purchase of tires listed. When I added them to my cart, it would not provide the advertised discount. I had online chat with ******************* who spoke with his supervisor ***************************. The informed me that they would not honor the advertised price because the discount applied to open box returns, which is not what was being advertised to start with. The were telling me I would have to pay the full price, but offered a discount up to $150 total, which was $60.80 lower than the advertised discount. I feel like this was a bait and switch activity. They did not remove the false advertising once they found out about the possible illegal activity.

  Business Response

  Date: 12/16/2022

  To Whom It May Concern, 
  

  We offered the code '*******' for the week of 11/22/2022 through 11/30/2022. This coupon code applied to open box items on our site, so it was not valid for band new parts or items. These terms were listed along with the promotional code. Since the consumer was unable to use this code towards their purchase, we explained that we also had a Black Friday code available they could use, but they were not satisfied with the discount associated with that code. We then offered a $50 credit to use towards their purchase, which they declined. 

  Thank you, 

• Initial Complaint

  Date:11/13/2022

  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.

  I ordered a set of **  Fog lights so that I would have adequate light for my drive across the country to my next military duty station. I choose Is 3 day shipping for the set. Upon arrival Sunday which was already A-day late I only received one fog light. And after I paid a $180 percent of 2. Pawn calling the company all they could issue me was a $15 gift card good until December and they were unable to overnight the other one so I could again have adequate lighting for my vehicle. Is the process and inability to help me set me up to receive the fog light at my old address while no longer reside as I am moving. A lost package Lame takes 1 to 4 business days according to the representative after I asked for a return label they said they would be unable to give me a refund immediately for their negligence of failing to send The item I paid for. All I wanted was a replacement overnight it out they were unwilling to do that.

  Business Response

  Date: 11/29/2022

  To Whom It May Concern, 
  Our records indicate the original order for two fog lights was placed on 11/09/2022. The order shipped same day. While one fog light shipped and was delivered on 11/13/2022, the other fog light did not show movement. We set up a lost package claim with a replacement with the same shipping method the customer originally selected for their order. Lost package claims can take up to 3 business days to resolve. 

  The consumer was not satisfied with this, so a Supervisor approved shipping the light right away with one day shipping. The replacement light shipped on 11/13/2022 and arrived on 11/15/2022. 

  This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:11/01/2022

  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.

  Order number *********** Ordered October 20th lost original package never shipped a replacement and only refunded me the shipping I paid for not the original cost of the item I want my money back

  Business Response

  Date: 11/16/2022

  To Whom It May Concern, 
  Our records indicate the shipping for the order was refunded back to the consumers original method of payment on 10/30/2022 in the amount of $68.46. The remainder of the order was refunded in the form of store credit on 11/07/2022 in the amount of $118.79 once the return order showed it was on it's way back to us. This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:10/21/2022

  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.

  I ordered a front and rear bumper from them. I never received the items. The status said delivered with a picture, but when I got home there were nothing. I was away for the weekend, but my son was home and he said no one rang the doorbell. I guess the delivery guy just dropped the items and left. Someone probably took them. I wasnt offered a replacement or refund. I want to get refunded for being charged for something I never receive.

  Business Response

  Date: 11/14/2022

  To Whom It May Concern, 
  The original order was placed on 10/06/2022 and had shipped 10/07/2022. Both bumpers show delivered on 10/08/2022 along with photo proof of delivery:

  *************************************************************************************
  
  

  *************************************************************************************

  Since the bumpers show delivered with photo confirmation, we are unable to assist any further unless the consumer could provide a police report stating the order had been stolen. We requested a police report on 10/14/2022, but did not receive a response. The consumer filed a dispute with their financial institution stating that 'Goods/Services Not Provided.' 

  We are unable to assist the consumer any further at this time. 

  Thank you, 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair 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.

  May 1, 2022 my husband purchased a ********* Rear Steel Bumper described as long lasting durability for a *** **** ********, while overseas for military obligation. My husband returned home mid June and thats when the bumper was installed. Approximately 30 days later it was noticed the bumper was peeling, we contacted ********* directly to resolve, no resolution that we were not satisfied with because not only did we purchase 1 bumper but 2 spending approximately $1000 (shown on receipt attached). Upon being provided the “we can’t do anything for you you are out of the return period” we contacted the vendor which we ordered it through Extreme Terrain. We initially contacted ********* as they were the ones who MFG’d the bumper not Extreme Terrain. Extreme Terrain advised there was nothing they could do. Given that we spent $1000 on 2 “long lasting durable” bumpers we are seeking an alternative resolution. We are requesting we either get our money back for the one bumper or it to be replaced. 

  Business Response

  Date: 12/02/2022

  To Whom It May Concern, 

  The rear bumper was purchased on 5/1/2022. The manufacturer, *********, does not offer a warranty for the bumper.  The consumer contacted ********* on 9/5/2022 and was advised there was no warranty through manufacturer. The consumer then contacted us a Extreme Terrain on 09/16/2022 and was advised we do not offer a warranty beyond 30 days from purchase on the bumper. 

  Given the circumstances, we had reached out to the consumer on 12/2/20220 via phone, but the voicemail inbox was full. We have sent an email to the consumer offering a replacement for the rear bumper or store credit. We are currently waiting on a response. 

  Thank you, 

  Customer Answer

  Date: 12/05/2022

  [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 myself and my husband. However, I did not receive a phone call on Saturday 12/2 nor did I receive an email. Please ensure you are reaching out to the information on file.
  
  
  
  Regards,
  
  
  
  ***** *****