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:04/08/2024

  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.

  Company is not helpful In wrongful parts being shipped. I ordered a set of Shock absorbers for my car. The kit includes 2 front and 2 rear shocks. When the kit arrived it contained 4 rear shocks. I put 2 of the 4 on my car. Monday I contacted the company because I wanted to get the 2 remaining shocks swapped out for the front shocks, I wanted the company to send out the correct shocks out with a return label so I can send out the rear shocks back to them. They are treating this as a full return and changing me an extra $10, I didn't s**** up I didn't order the wrong part I should not be charged anything. The company doesn't seem to want to make the correct actions. Forcing me to have to wait weeks to get this corrected.

  Business Response

  Date: 04/10/2024

  To whom it may concern,

  The consumer has been set up with a return for this item and we have covered the return tag fee.

  Thank you.

• Initial Complaint

  Date:04/04/2024

  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.

  This company fooled me, took my money and left me stuck with a defective product. They sent me an open box item that was marketed as new. Then once I receive the item, they offered small compensation to force me into keeping it instead of having to deal with a return. The item, a fox stabilizer, started leaking 2 weeks later and now they refuse to help and stuck me with a paperweight. The supervisor I spoke with called **** (who refused to provide a last name or even initial), was extremely rude and belittling. They also sent me 3 separate side steps because the first 2 were damaged when they arrived. I truly regret ever doing business with this company.

  Business Response

  Date: 04/15/2024

  To whom it may concern,

  The consumer has spoken with a supervisor and has accepted the mitigation that was offered for their FOX Factory Race Series 2.0 ATS Steering Stabilizer.

  Thank you.

  Customer Answer

  Date: 04/16/2024

  [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: 21529953
  
  I am rejecting this response because:
  
  I accept roughly a 15% price adjustment because I purchased a new item but received an open box item. I did not agree to a completely dysfunctional part which didnt present as dysfunctional until further examination. Its now a paperweight. This business mislead me and took full advantage of passing off their defective parts to me. This is beyond unethical.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/29/2024

  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 purchased a lift kit for my jeep from this website. The photo showed that it came with Fox brand shocks which is the main reason I purchased the lift. The description said it came with JSPEC shocks which I assumed was a model of fox shocks but when the kit arrived it came with a lower quality shock. When I messaged the company they told me I should have read the description better and that the image was just a stock photo. I called and was told that I would get a email and to send pictures of what I received and would hear back from them never heard back from them. All I wanted is the product that was advertised

  Business Response

  Date: 04/10/2024

  To whom it may concern,

  The consumer has been advised that the lift kit description states that the shocks included are Jspec not fox, we apologized to the consumer for any confusion. They have the option to set up a return within our return policy window for a refund if they do not like or want this kit due to the shocks included with it. We would be happy to help the consumer find a kit that they would be happy with. Please advise the consumer to contact us to set up a return if they would like.

  Thank you.

• Initial Complaint

  Date:03/22/2024

  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 bought a cold air intake from EXTREMETERRAIN online, order # ***********. I paid upfront. It was stated that it was a "GUARANTEED FIT" my 2021 TUNDRA by the website itself once I uploaded all the truck information that the site requested. I received the part in good order; however it was not a fit and the box stated that it was for a 2012-2016 model. 1. I began the return process online through their website or links supplied by them- only to find that to get return labels, I have to UPLOAD pictures of the **** its contents, (about 8 pictures in all). 2. I took pictures.3. I uploaded them on their page (EMAIL) - the page to upload did not confirm whether they went through or not when the button was clicked (it changed color but did not state whether they were received or not. 4. A week went by, no labels/ no response whatsoever.5. THEN, I called them - as their link (EMAIL) did not work (according to them- after they tried to find the pictures, they verified that it did not).6. Ive spoken to 3 people now, OVER TEN DAYS- to get return labels. They have no idea when I can get information from "THE VENDOR". The Latest person being: ****************** (#****). 7. I am told now that the part was sent by "an outside vendor" and they have to get the labels from them (get the return okayed by them)...Then I get the return labels (so I can get a refund). 8. NOWHERE on the site does it explain this process for returns (that returns are with pictures, or that the returns are at the discretion or approval of "the outside vendor".9. I complained that I did not do business with the outside vendor, but with EXTREME TERRAIN!. 10. I will NEVER use this business again.++++ There has to be against the law or at the very least VERY POOR BUSINESS PRACTICE. 11. I have not gotten a refund or been able to speak with anyone that has a solution at EXTREME TERRAIN.PLEASE HELP. Otherwise "Let the ***** BEWARE"!!!!!Sincerely,**********************************************

  Business Response

  Date: 03/28/2024

  To whom it may concern,

  We have reviewed the returns process with the consumer. We have provided the consumer return tags via email that they can use to send the item back. We have emailed them as well to let them know they would be receiving the return tags via email and a refund within 7-10 business days of dropping the package off at a ***** location. 

  Thank you.

• Initial Complaint

  Date:03/07/2024

  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.

  I purchased a FOX Performance Steering Stabilizer on 2/22/2024. A few days later, it was installed on my Jeep. A couple days after that, we noticed that the cap came off, fell down the shaft and it was leaking fluid. I reached out through chat and was told a replacement would be sent and then I could return the defective one since this was my daily driver. A couple days later I received an email from tech support asking what I wanted done. I explained what I was told and that I needed the replacement sent out. On 3/6 I was told by tech support that I have to fill out a warranty with the manufacturer and they will contact me for resolution. The link they sent isn't even right as it doesn't take you to a warranty form. This is not acceptable to me as I already expected to have the replacement in hand. I tried to drive my Jeep today and since the shock has failed and is defective, it was extremely wobbly and unsafe to drive. I had to return home. At this point, I would just like them to refund my money and I will purchase a new one from another company. I will be happy to send the defective one back if they want to send a return label, as soon as I get a new one. I need to be able to drive my vehicle and right now I cannot.

  Business Response

  Date: 03/13/2024

  To whom it may concern,

  The consumer was set up with our tech support team. Our set support team is happy to work with the consumer to resolve this matter. They can either assist with the steps to do a return and a replacement or a return for a refund. 

  The consumer is welcome to follow up with us and our tech team to provide what they would like to do going forward.

  Thank you.

  Customer Answer

  Date: 03/20/2024

  [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: 21398220
  
  I am rejecting this response because:

  I did hear from tech support on 3/18 that they can assist with a refund. I responded but havent heard back on how to proceed. I will need a return shipping label to send the part back. Once I receive the refund, I will proceed with closing the case. They are not quick to respond so I want to make sure the refund gets completed. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/21/2024

  To whom it may concern,

  At this time the return has processed and we have a replacement preparing to ship out to the consumer.

  This matter is considered resolved.

  Thank you.

  Customer Answer

  Date: 04/27/2024

  [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:01/22/2024

  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.

  On 11/28/2023 I purchased the following items from Extreme Terrain
  - Lug Nuts
  - Free mount and balance
  - 5 Valve Stem Sensors
  - 5 ***** ***** Tires
  - 5 **** Wheels
  Total: $3120.26
  Received the items and spare wheel came damaged. Returned the spare wheel and tire for an undamaged item processed on Dec. 18th 2023 (this was after hours of being on hold and disconnected multiple times)
  
  PSI did not pick up on tires once placed on vehicle. Per websites suggestion took to dealer. Dealer advised censors will not pick up in the vehicle. Called company was disconnected multiple times once again and on hold for hours over days. Once speaking with someone advised they would send new censors.
  
  Received new censors took to another tire shop PSI still did not show up on vehicle. Called company again (disconnected and placed on hold multiple times) finally we resorted to taking the old censors out of old tires costing us a trip back to the shop yet again PSI picked up. The censors they have for these tires will not pick up on this vehicle and they do not have a solution.
  
  We would like reimbursement for the service costs for their mistake and the 10 censors they incorrectly sent that we have already sent back. Please see attached receipts and multiple attempts to contact a supervisor via email for a solution. The breakdown for cost is also at the beginning of the email.
  
  Total reimbursement: $580.85

  Business Response

  Date: 02/13/2024

  To whom it may concern,

  The consumer has been refunded.

  This matter is considered resolved.

  Customer Answer

  Date: 02/15/2024

  [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:01/01/2024

  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 wheels from this company and they immediately notified me that they could not complete the order. The was 2 weeks ago and I’ve contacted them several times to release my money with no response. I just want my money back

  Business Response

  Date: 01/09/2024

  To whom it may concern,

  The refund has been issued back in full to the consumer.

  Thank you.

• Initial Complaint

  Date:12/27/2023

  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.

  Extreme Terrain provided a store credit for $331.70 after I received damaged parts. I no longer own a **** due to safety issues with the vehicle, which was brand new. Extreme Terrain does not sell anything for my current vehicle and is refusing to refund my original payment method or even transfer the credit to a gift card so I can give it to someone else.

  Customer Answer

  Date: 01/09/2024

  Close complaint please. I resolved this myself. Thank you. 

  Business Response

  Date: 01/09/2024

  To whom it may concern,

  The consumer accepted the store credit mitigation on a previous order and has since placed a new order using the store credit that was issued.

  This matter is considered resolved.

• Initial Complaint

  Date:12/17/2023

  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.

  I just encountered a rather troubling business practice by the company in question. I was trying to order the Barricade extreme hd grille guard; black, item number TU1038 listed for $389.99.When I went to the website it was listed for $955.89.When I asked them why the discrepancy they said they print the catalogs a year in advance. I then asked if they would honor the price they said no. When I ask to speak to the person who makes decisions they said no. When I asked them why they knowingly send out catalogs with the wrong prices they did not give me an answer. I then asked them to take me off their mailing list and remove all my information, to this they acted reluctant. This is a simple bait and switch that I believe is fraudulent a bares a great deal of investigation on your part. It's wrong and they know it but won't change their policies. Please see the catalog image and then see if the website seems right. Thank you.

  Business Response

  Date: 12/18/2023

  To whom it may concern,

  We can typically price match our catalog prices. When the consumer is ready to order they just have to call in to place the order with the item number and the catalog ID they see the price listed in. Catalog ID can be found on the back of the catalog, bottom right. The code highlighted in YELLOW. If the consumer provides this information to the agent, we can then provide a price match.

  Thank you.

  Customer Answer

  Date: 12/27/2023

  [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: 21017319
  
  I am rejecting this response because:
  I asked for the business to price match the catalog price and was rejected out of hand, being told that they would in no way honor the catalog price. So this is simply a lie they are telling.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/31/2024

  To whom it may concern,

  Typically we can price match to our catalog. We just need the item number and the catalog ID for the catalog they see the price listed in. Catalog ID can be found on the back of the catalog, bottom right. The code highlighted in YELLOW. If the consumer provides this information to the agent, we can then provide a price match.

  
  Thank you.

• Initial Complaint

  Date:10/19/2023

  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.

  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

  Date: 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.