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:01/27/2025

  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.

  Product ordered on 12/16/2024, on 12/18/2024 ***** reported delivered, it wasn't , lost ticket opened and new Tracking # created ...from 12/18/2024 onward product was not delivered and Vendor did not follow up with ***** despite my request and despite it being in ***** possession. on 12/24/2024 charge was disputed due to no delivery and vendor was notified to have product returned to them since ***** still has the item. Vendor was notified of the same again on 1/05/2024. Product was finally delivered on 1/09/2025 but was damaged. Damage RMA opened with vendor, pictures of damage provided and ***** picked up product on 1/13/2025. On 1/15/2025 vendor denied refund based on product being delivered on 12/18/2024 (despite notification of lost ticket and despite damage claim and despite product already in transit back to them). Since product had finally been delivered but was damaged a 2nd dispute was opened on 1/17/2025.Product was returned to vendor by ***** on 1/24/2025 Vendor denied 2nd dispute claiming product was delivered in good condition Vendor refused to join a call with Credit card company and myself to discuss.Documents I can and will provide include:3 tracking numbers 1 lost ticket claim with ***** RMA #Pictures of damaged product Communication logs with **** that reflect them agreeing to: follow up with ***** on lost package, have ***** return package prior to deliver process return and agreement that pics denote damaged product Pictures of damage Vendor needs to refund CC and seek reimbursement via ***** damaged shipment process.

  Business Response

  Date: 02/03/2025

  To Whom it May Concern,

  We're sorry for the difficulties you've experienced with this order and the delay in processing your refund. Please note that when a chargeback (dispute) is initiated, it can extend the timeline for refunds and returns, as we must wait for the dispute to be resolved. According to our records, both disputes have now been resolved, allowing us to issue a refund for the running boards to your original payment method. Please allow 3-5 business days for your financial institution to process the refund.

  We appreciate your patience and thank you for reaching out.

  ****** *.

  Customer Service Supervisor

  Customer Answer

  Date: 02/03/2025

  I accept the resolution but I am rejecting the sellers reply for public record.   Both disputes were closed by the ** by 1/27.  Product was received back under *** on 1/24 and company refused a live conversation with ** and customer on 1/27.  This could have been resolved then but it would appear a BBB complaint was necessary

  Customer Answer

  Date: 02/03/2025

  [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]
  I accept the resolution but I am rejecting the reply for public record.   Both disputes were closed by the ** by 1/27.  Product was received back under RMA on 1/24 and company refused a live conversation with ** and customer on 1/27.  This could have been resolved then but it would appear a BBB complaint was necessary
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  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.

  On 12/10/2024, I purchased a light kit for my Wife's Jeep Wrangler, it cost $440.62. It was a Christmas gift. I received the product with no issues. However, it was the wrong style of lights my wife was looking for. I contacted Extreme Terrain about a refund on 1/7. They asked me to upload photos of the product which I did, twice. I have emailed multiple times asking if they received the photos and what the status of the return was. On 1/9/2025 they emailed me asking why I was returning the parts.. I explained why. They email back several days later asking for the vehicle's information. I said I just wanted a refund, they then said the manufacturer needed the info. So, I provided it. Several days later they sent me an email stating the parts were the correct parts for that vehicle. I responded that I was aware that they were correct, but it wasn't what my wife wanted. I have not received an email since the last correspondence on 1/24/2025. I just want my money back. I would've considered an exchange, but now I am put off by this company.

  Business Response

  Date: 01/27/2025

  To Whom it May Concern,

  
  We apologize for any confusion regarding your order. A return label has been sent to your email for the return of the item. Once the item is dropped off at ****** we will process your refund within 710 days.

  If you did not receive your return label, please reach out to our customer support team at **************, and we will be happy to assist you.

  Thank you for contacting us!

  ****** *.

  Customer Service Supervisor

  Customer Answer

  Date: 01/28/2025

  [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:01/22/2025

  Type:Product 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.

  On 11/17/2024, I ordered product SKU#JG27666 and when it arrived, the assembly hardware was missing and the parts did not fit together as per the instructions. I called Extreme Terrain (Turn5) and they approved a return merchandise authorization, which I complied and returned the product via ***** to them and they received in on 12/05/2024. The replacement was marked in the system to ship 12/23/2024, and after many conversations with the company, I still do not have the item I ordered and paid for. Many emails have been sent back and forth between myself and company and the last email was sent on 1/21/2025 requesting a refund, and no response was received.

  Customer Answer

  Date: 01/24/2025

  A response was received via email from Tech Support Supervisor stating a refund would be provided on 01/22/2025; however, the refund has not yet been processed back to my credit card as of today's date, 01/24/2025.  

  Business Response

  Date: 01/27/2025

  To Whom it May Concern,

  We are actively working to cancel your order so we can process your refund. When the cancellation request was submitted, we asked for your patience until 1/27 to allow time for a response from the vendor. Unfortunately, we have not yet received a reply.
  

  We have followed up with the vendor, including making a phone call and leaving a message, to expedite the process. Once we receive confirmation that the item has been canceled, we will promptly process the cancellation on our end and issue your refund.

  Thank you for your understanding and patience as we work to resolve this for you.

  ****** *.

  Customer Service Supervisor

  Customer Answer

  Date: 01/28/2025

  BBB:
  
  The order was canceled and the refund issued to my credit card on file.  
  
  I appreciate the assistance in a quick resolution of this issue.  Extreme Terrain (Turn 5) did cancel the order quickly and issued a refund quickly as well.  
  
  You may close the complaint. 
  
  Regards,
  ***** *******

  Customer Answer

  Date: 01/28/2025

  [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:01/09/2025

  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 ordered a set of tire pressure sensors for my Jeep gladiator. I paid to have them installed and they did not function. To install the sensors, or to remove them, requires a tire shop to break apart and then mount and balance the tires. So finding out that they were cheap ****, cost me $120 Dollars. Now, to be able to return them, I will have to pay this amount again to get them removed and sensors that actually work installed. They have refused to reimburse me for the extra $120. Be fore they will process the return for the bad sensors I have to return to the tire shop to get c*** sensors removed and send them pictures of the sensors that do not work. Dealing with their customer service has been a nightmare, I was repeatedly hung up on by ** agents and told by one supposed tech expert, that I would have to contact the company who actually made the sensors. A company that is in *****. They have said that it might be possible to give me store credit for the expense of removing the sensors, but I do not want move of their foreign made junk parts, I want my money. Dealing with this company has been a complete disaster. They make it difficult to return the items in hope that you will simply give up. My real goal is to get the word out to other possible victims. Do not buy from this company. If my warning saves one customer from having to deal with the greedy, uncaring people at this company, they I will be happy. Stay away from Extreme Terrain.

  Business Response

  Date: 01/10/2025

  To whom it may concern,

  We apologize for the issues you've encountered with the **** sensors. While we are unable to directly refund any fees paid to outside shops, as we can only refund the amount paid to us, our Supervisor has reached out and left a voicemail offering a call back to discuss your experience further and extend a store credit voucher as an apology. If you would still like to speak with the Supervisor, please contact him at *************************.

  Thank you for contacting us. 

  ****** *.

  Customer Service Supervisor

• Initial Complaint

  Date:01/09/2025

  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.

  We placed an order on 12/19/24 for $652.05. Product was listed as Nitro *********** 8-Inch Front Axle/8.75-Inch Rear Axle Ring and Pinion Gear Kit; 5.29 Gear Ratio (***** ******************* ************************ ***** **************** Transmission). We got product and whole rear end parts were wrong.They sent a rear end for an 8" not the 8.75" that was listed.We called and were told they have no control over what is in the boxes even though it specifically states the items and that we could return it.The problem is we started installing it before we realized the rear end parts were wrong because we started with the front. So,they said they could sell us the correct parts for the rear end but it would cost an additional $230 to fix their ********** this point our truck has been in pieces for over two weeks while waiting to get the first set and now second set of parts so we agreed to buy the new ********* part came in and now the box is missing the main part of the kit, the installation kit.The website specifically states that the installation kit is part of it we call again.They tell us that we can send it back for a new one only to learn, after multiple transfers, that their website is wrong and that piece is not part of the ****** they said we could return it.The problem is that this was supposed to fix their first mistake and if we return it we are still out of a rear end for our truck and it has been in pieces since 12/19/24.None of the representatives we have talked to will let us talk to a supervisor and ultimately get transferred or hung up on.The last person said someone would call us back and that hasnt *********** between the two purchases that still leave us with nothing to fix the truck we have spent $924.72.All we want is what we ordered,which is evident from their website and the description.We cannot spend anymore money to fix their mistakes our truck is in pieces until we get the correct parts.All we want are the parts we have now paid for twice

  Business Response

  Date: 01/10/2025

  To whom it may concern,

  We apologize for the experience with these two orders and the difficulties in getting this resolved. One of our supervisors has been attempting to reach the customer to discuss this issue with them directly with no success. We would be happy to discuss possible solutions and to do so, the customer can return the supervisors call by contact them at ***********************.

  Thank you for contacting us. 

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

  Customer Service Supervisor

  Customer Answer

  Date: 01/20/2025

  No this has not been resolved. In fact I have not heard from them its all. What do I do now?  

• Initial Complaint

  Date:12/12/2024

  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.

  I have been receiving persistent and unwanted promotional emails from Extreme Terrain despite multiple attempts to unsubscribe. I have used their provided "unsubscribe" links on numerous occasions, yet the emails continue to flood my inbox. I even reached out directly to their support team, requesting to be removed from their mailing list, but my requests have been ignored or not adequately addressed. This ongoing issue has caused frustration and wasted time, as I am constantly sifting through emails I did not agree to receive. The company needs to respect customers' preferences and comply with unsubscribe requests promptly, as per best practices and legal standards. I am seeking immediate removal from their email list and assurance that my request will be honored.

  Customer Answer

  Date: 12/12/2024

  Thank you *******!

  Business Response

  Date: 12/17/2024

  To whom it may concern,

  We apologize for the promotional emails and text messages youve been receiving despite your attempt to unsubscribe. Please rest assured that we have taken the necessary steps on our end to remove you from both email and text communications. This process may take up to 7 days to fully complete, but if the issue persists beyond that time, please let us know and we will escalate it for further resolution.

  Please note that entries in contests or giveaways will automatically resubscribe you to receive these promotional materials.

  Thank you for bringing this to our attention. 

  ****** *.

  Customer Service Supervisor

  Customer Answer

  Date: 12/18/2024

  [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:12/03/2024

  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 parts for my truck on November 3rd. They canceled a portion of my order without notifying me. I called to inquire when I would be receiving the rest of my order, and that is when they informed me of the cancellation. The reason they gave me for the cancellation was that the price was incorrect on the website and that I would have to reorder it at almost 4 times the advertised price when I placed my order. Shortly after getting off the phone with them, they sent me an email stating that they cancelled my order and were going to refund me do to a missing package (which is a complete lie). The email states that I would receive my refund in 2-3 business days. Id is now December 3rd and I still have received my refund. I called them again today to find out when Ill be receiving my refund, and they were unable to tell me and then hung up on me.

  Business Response

  Date: 12/17/2024

  To whom it may concern,

  We apologize for the inconvenience caused by the pricing issue with the Powerstop kit, as well as the delay in processing your refund. We understand that the package was not actually missing; the email you received was automatically generated due to our system's requirement to file the item as "missing" in order to issue a refund. This is simply a ***** of our system.

  However, it appears that a refund was issued on December 5th to the original form of payment. If you have any further questions or concerns, please don't hesitate to reach out.

  Thank you for your patience.

  ****** *.

  Customer Service Supervisor

• Initial Complaint

  Date:11/23/2024

  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.

  Nov 11th I ordered two items which came to a total of a little bit over $400. I waited at home for ***** and time came and went and I saw that it said Misdelivered. I've then reached out to ***** who told me extreme terrain would have to call in to make any changes because of restrictions on the package because extreme terrain failed to put my apartment number on the box and my office does not receive deliveries. So I messaged extreme terrain to let them know and they immediately told me that the package was lost in transit. Randomly the package there later would say delivered but still the only proof of delivery it they have is one that does not have my address on it. I also brought up the fact if it was signed for as it was to compare that to any of my legal documents showing my signature and compare the two and I know for a fact they won't match because I never signed for any box. As I questioned extreme terrain about this because to me $400 is not just a small amount I can just throw away or allow them to steal and me be fine with it, one of their managers would get on the line and without reading any of the things that I just brought up, just because I was questioning the whole process and because I had a previous return he told me there will be no more action taken and basically I can s**** off and they're keeping the money even though they themselves have the proof that shows didn't have my address it doesn't have my signature and I was told it was lost in transit. Beyond that the only other return I had was for a tuner they sent me that had a glass face that they were wise enough to ship to me in a bag. So of course it broke and I sent it back. It didn't go missing I sent it back the way you sent it to me but you're holding that against me. That's absurd and I think you're just trying to find a way to scam me. I don't appreciate it and I have already filed other complaints with the **** and *********** general attorney

  Business Response

  Date: 12/23/2024

  The consumer placed an online order on 11/11/2024. The address for the online order we received was listed without any additional apartment number. There were two items in this order. Each package was shipped with a different carrier as they came from two different locations. The package shipped via ***** (tracking ************) shows delivered with the delivery signature of 'Signed for by: KSPIEGEL'. The package shipped *** (1Z59FV320332836773) shows confirmed delivery with a photo of the delivery. 
  
  Due to previous lost package claims on this account and the proof of delivery for both packages, we are unable to further assist with any lost package claims on this account. 
  
  Thank you, 
  
  ******* ****** | SR. ******** CUSTOMER SERVICE
  ********************
  ********************
  ********************************************************************************

• Initial Complaint

  Date:11/18/2024

  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.

  Placed an order back on 10/27/24. Purchased protection plan for item. Once I received the item I quickly realized that the item would not work. I started the return process. Was told that I would be refunded all but $10 for the cost of shipping the item back. Today I receive a refund from the company in the amount of $163.99. When I contacted Extreme Terrain and asked why, it was because the protection plan was non refundable. How can I have a protection plan on a product that I do not have? How is that legal?

  Business Response

  Date: 12/17/2024

  To Whom it May Concern, 

  The consumer reached out on 11/18/2024 to inquire about the refund on their extended warranty. Typically, the extended warranty is listed as non-refundable. However, since the customer returned their original order, we have issued a refund in the amount of $30 to the consumer as of today, 12/17/2024. We have also followed up with the consumer to advise of the refund. This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:11/09/2024

  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 front and rear rotors and brake pads for my jeep. Only received the front from rotors and brakes. After installing the front I am told the rear won't be delivered due to a pricing error on their side. Extreme Terrain states I only purchased the front. However they agree fully that my receipt states I purchased both refuse to honor it because they are claiming error on their part in pricing. So they fully agree I purchased both front and rear but decided half way through delivery it was the wrong price and I need to pay more money if I want the other half of my order. They only offered a discount to purchase the rear brakes and rotors. How can a company just say **** and expect customers to pay for their error. I would not have purchased the front and rear for that price. However now I am stuck with half or what I purchased on my vehicle and being told I can purchase the rest again if I like. This seems like a scam to get money out of customers.

  Business Response

  Date: 12/17/2024

  The consumer placed an order for the Powerstop Z36 Extreme Truck and Tow Brake Rotor and Pad Kit; Front & Rear on 11/03/2024. A pricing error was discovered on our site regarding the kits. The kits were shipped. Upon discovering the pricing error, we were able to have the rear kit returned by the carrier. However, the front kit was delivered to the consumer and installed. Per our terms of service, which is available on our site: Prices and availability of products on the Site are subject to change without notice. Errors will be corrected when discovered and Turn5 reserves the full right to revoke any stated offer, acceptance, or confirmation, and to correct any error, inaccuracy, or omission (including after an order has been submitted or an order confirmation has been sent), at any time and without legal obligation.
  
  Since the rear kit was returned, a refund for half the purchase cost was refunded, which was $164.28. The consumer spoke with a Service Lead on 11/9 regarding the order. The consumer requested to return the front kit and be refunded their labor cost since they would not be receiving the rear kit. The return was denied due to it being installed and used. We offered a $100 credit towards the purchase of the rear kit at the current pricing, which was refused. 
  
  We will follow up with this consumer again today, 12/17/2024, in an effort to assist with a different resolution. 
  
  Thank you,