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:05/15/2023

  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.

  Order Date:November 12, 2021
  Order Number:***********
  Price: $728.99
  This order was returned because the racks would not work according to installer.
  These racks were recommended for our exact vehicle by Extreme Terrain.
  The racks we ordered as a replacement on May 13, 2022 never showed up- back order-
  they cost a bit more at $859.98 Order Number:***********
  we cancelled this and reached out again December 29, 2022
  the **** Experts Recommend a replacement for the one that was backordered and never showed up- cost was $999.99
  Order Number:************
  According to installer This rack did not work -returned it and it was replaced with exact racks- reached out to Extreme Terrain who said it would work with a new bumper and said keep it and gave a store credit for ordering the bumper and some additional accessories. I was happy at this point to finally get a resolution. Just to find out that the racks were not meant for a soft top jeep- which they had all this information up front- as to the type of **** we had- this was a gift for my daughter for Christmas almost 2 years ago now.. She went to pick up the **** after install - they put on the bumper that we did not really want but had to have for the racks to work- and now she could not get her soft top back on- so after paying for install she had to pay someone to uninstall the racks! they are completely useless. So when we reached back out to Extreme Terrain they told us because they gave us the credit to use towards the bumper and accessories they were done- nothing else could be done. They would not even address any of our concerns - it was clear they were reading from a script as to their policy. I understand if I was just not happy about something and I chose to get a store credit as a compromise to the issue- I would not come back for more- which is how they seem to view this- NOT the case- we just want what we have paid and waited for- racks that work with our daughters jeep!

  Business Response

  Date: 06/02/2023

  To Whom It May Concern, 

  The consumer was advised by installation shop that the rack would not work with the factory bumper. The consumer reached out to us for resolution. They were offered an $800 store credit to keep the rack as-is. Which they accepted. They then used that credit to purchase a new rear bumper for the **** and additional accessories. 

  We then received contact from the consumer on 04/26 regarding the functionality of the rack with the soft top. Since the consumer opted to keep the rack as-is for the $800 store credit, we are unable to assist any further. We advised them of such. 

  Thank you, 

  Customer Answer

  Date: 06/21/2023

  [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:

  the issue is that the rack was ordered for our ****- the soft top ****- and it does not work with the soft top ****- the credit was given to us to order the bumber- because the rack did not work with the factory bumper- that was a seperate issue- we paid for the install through Extreme Terrian as well- and then we had to pay to uninstall it- because the top could not go back on and it was raining. This has been a HUGE disaster and over a year long process of just trying to get a rack for my daughters ****. A solution that does not work is not a solution. 

  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:05/11/2023

  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.

  Placed order 04/21/2023 **-******** for 678.57. To date 05/11 I have not received my full order. I received my two rear shocks model ********** from the first order *** TRACKING: ****************** & ****************** but did not receive my front 2 shocks (model **********) *** tracking ****************** & ******************. I ordered with one day shipping but did not receive them until April 25th. I called back April 25th and a new order was placed for the front shocks model **********. I received one on May 02 outside or original packaging with nicks in the shaft. It is my belief that it is not new. I ordered new items with no declaration of possibly receiving anything but new. I called again on May 2nd. A third order was placed. Today I received the wrong model ********** again out of original packaging with no declaration of receiving anything but new.

  Business Response

  Date: 05/31/2023

  To Whom It May Concern, 
  
  A replacement front shock was sent to the consumer on 05/12/2023. It was confirmed delivered on 05/15/2023. A refund for the shock that appeared to be in less than perfect condition was offered to the consumer. They accepted this offer. A refund in the amount of $141.68 was issued today to the consumers original method of payment. 
  
  This matter is considered resolved. 
  
  Thank you, 

  Customer Answer

  Date: 06/02/2023

  [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:05/10/2023

  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.

  On February 07, 2023, I ordered 3 items from Extremeterrain.com under order #**-********, totaling $102.27. One item in particular (Item *******) valued at $28.99 plus tax, was shipped from a third party. The item that arrived was the not the item that I ordered, and was a different item on their website that was priced at $22.79. Once I was able to, I chatted with a support agent at Extremeterrain.com, letting them know that the items did not match, and was told that they would pass it along to their team and that I would hear back from them. I never heard back. Afterwards, I started using the product that I received which turned out to be faulty. I then issued a product return, and sent the product back to Extremeterrain.com. After not receiving a refund, I inquired about it, in which their customer support agents ultimately told me that because the product I sent back did not match what I originally ordered, they could not issue a refund, and they were unable to send product back. I explained in various ways that the product that I received and ultimately sent back did not match the product that I ordered, and that someone somewhere along the line made a mistake in sending me the wrong product. However, they would not provide any sort of resolution. So I am left without the product that I originally ordered, and out the money I spent. This now feels like theft seeing as though I have nothing to show for the product I ordered.

  Business Response

  Date: 05/30/2023

  To Whom It May Concern, 
  
  The consumer returned a Rugged Ridge antenna, which would not have been in **********'s inventory. ********** was the manufacturer who shipped the order. Our Merchant Operations Team reached out for clarification on 05/10 and it was determined since the item returned was not the same manufacturer, we were unable to issue a refund. However, a partial refund on the order in the amount of $12.76 was issued on 04/12. 

  Given the circumstances the remaining refund, in the amount of $17.56, has been issued today. The matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:04/16/2023

  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.

  I bought a set of headlights on their website in December of 2022 couldn’t install all them till recently cause I live in buffalo and all the snow we gotten couldn’t install them the seal was bad on the item called and told them they send me to another company they told me I have to go back to them cause I bought it from them and their is no warranty for 3rd party company they told me it has a a 30 day warranty and can not help after spending over $500 with them I will file a charge back with their company and do not buy from them if they will not help with a item that is $70 I can imagine if I bought a $1000 parts from them

  Business Response

  Date: 05/02/2023

  To Whom It May Concern, 
  The consumer purchased LED DRL Projector Headlights and fog lights on 12/01/2022. The consumer then reached out to us on 04/12/2023 stating that the headlights are leaking and asking what can be done. The consumer was referred to the manufacturer for further assistance. On 04/13/2023, the consumer reached out with the same claim asking what could be done for the headlights. Our agent advised the consumer that there was no warranty on the headlights purchased and we are unable to replace them.

  A supervisor reached out today, 05/02/2023, to speak with the consumer regarding the headlights. They did not make contact, so they left a voicemail. We are currently waiting on the consumer to contact back to see if we can resolve. 

  Thank you, 

• Initial Complaint

  Date:04/03/2023

  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.

  I purchased an item from Extreme Terrain I saw the package shipped a few days past and I saw the package was not moving. I received an email From extreme terrain that the package was lost in trans it. Went ahead and ordered it from a different vendor. The package from extreme terrain. I took the package to the post office refusing delivery. Ive called to get my refund 6 times and keep getting the run around.

  Business Response

  Date: 04/19/2023

  To Whom It May ************************ consumer was refunded for the refused package on 04/05/2023 in the amount of $36.18. The refund would have appeared on the consumers account within 3-5 business days of that date. This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:03/28/2023

  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 ordered a spare tire carrier and mount kit on Extreme Terrain's website for my 2016 **** on Sunday evening February 24 @ 8 pm. I received an email confirmation that my order was received and the estimated delivery date was Saturday March4, 2023. On Wednesday evening March 1, 2023, I called them to find out where my shipping email and tracking number was. I was told by their CSR that they can see the order in the system, but couldn't provide any further details until Thursday morning... as the warehouse was already closed. I called Thursday morning (3/2) and they told me that an escalation ticket was in... but that they had until Tuesday March 7th to get me an updated status. At that point I requested that the order be canceled, which they confirmed verbally. A few hours later I received an email letting me know that the order could not be canceled as it was already being processed to be shipped. It is now Thursday afternoon and I have not received a shipping email, nor have I received a cancellation email. I've asked to speak with a Supervisor 3x and they will not speak to me. I just called again and no one can cancel or confirm an order except for a supervisor... and they don't call back. This is my second order from this company and will never order anything from then again...

  Business Response

  Date: 04/10/2023

  To Whom It May Concern,
  The consumer placed an order on 02/26/2023 for the tire carrier. The consumer reached out for an update on 03/01/2023. The order was showing that it was locked-in to ship in our system, so the agent submitted a request for an update from our warehouse team. 

  During this time, our warehouse team was in the process of moving inventory to another warehouse. So, it caused a delay with the shipment. 

  On 03/02, the consumer reached out requesting an update via email as well as calling. It was explained that a request for an update was submitted. During the phone call, the consumer advised they wanted to cancel and hung up. The agent was unable to cancel the order due to the locked-in status, so they set up an RMA for a return so the consumer could return the order if they did not wish to keep it once they received it. 

  The consumer continued to correspond via email with our customer service team. It was explained at that time, due to the status we were unable to cancel, . t was also explained there was a delay due to our warehouse moving inventory and we were working on getting an update.

  On the same date, 03/02, the consumer called in 4 more times to request an update or cancellation of the order. They also requested to speak with a Supervisor. A callback ticket was submitted. 

  On 03/03, the order was confirmed shipped. The tire carrier shows confirmed delivered via ***** on 03/06/2023 'Left At Garage.' This matter is considered resolved. 

  Thank you, 

• Initial Complaint

  Date:03/18/2023

  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 #**-31495861 $1450 January 5th 2023 I ordered a set of 4.88 gears for my truck and received them approx a week later. They were the wrong gears. They sent me an RMA and I returned them. It has since been MONTHS and I haven’t received the proper gears. My truck has been torn apart at a local gear/transmission shop waiting on these parts. They keep responding to my emails with generic answers about when the item will ship and they keep changing the date longer and longer each time. Yet it says the item is “in stock” on their website. Absolutely horrible customer service, and now I’m out almost $1500. Not to mention I’m going to end up having to pay the mechanic to put my truck back together with the factory gears if this takes any longer. That’s an additional $1300 on top of the $3000 I’ve already spent on this fiasco.

  Business Response

  Date: 04/05/2023

  To Whom It May Concern, 
  The  consumer placed an order for front and rear ring and pinion gears on 01/05/2023. On 01/13, the consumer reached out to let us know they received the wrong gears, which were shipped directly from the vendor. An RMA for a return was set up at that time. The consumer returned the incorrect gears and a replacement order was placed with the vendor with an expected shipment date of 02/07-02/10. 

  The consumer reached out on 02/01 for an update and was advised of an expected ship date on the replacement gears o 02/08-02/11. On 02/02, the vendor updated the shipment date to 02/27-03/06. We then received an update from the vendor on 02/10 that the order was expected to ship on 03/06-03/13. 

  The consumer reached out to us on 02/21 for an update and was provided with the estimated ship date that was provided by the vendor. 

  On 03/06, we reached out to the vendor for an update since we had not received tracking and were provided a new estimated ship date of 03/20-03/27. The consumer reached out on 03/12 for an update and was provided with the estimated ship date from the vendor. The consumer also requested updates on 03/18 and 03/19 via emai, we sent another request to the vendor for an update at that time and were provided an estimated ship date of 04/07-04/14. 

  On 03/31, the vendor shipped the replacement gears to the consumer. They were confirmed delivered on 04/03. 

  Thank you, 

  Customer Answer

  Date: 04/07/2023

  [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.  Aside from the fact it took me months to receive the correct parts.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/08/2023

  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.

  I purchased an item from Extreme Terrain online on February 9, 2023. I did not receive the shipment until 2/21/23. It was the wrong item! I requested a return on 2/21. They agreed to send their shipper to pick it up. They did not pick it up until 3/1/23. Now 3/8/23 they refuse to issue a credit because their shipper has not delivered it to them yet. I have no control over their shippers failure to deliver and I am being penalized for it.I am due a refund of $302.75 and I want it NOW!

  Business Response

  Date: 03/24/2023

  To Whom It May Concern, 

  The consumer placed an order with us on 02/09/2023. We received contact from the consumer on 02/21/2023 notifying us that they did not receive the correct item. A return was set up on that same date for the item. The original order shipped freight, so a freight pick-up was set for 02/24 to have the order returned. 

  We received contact on 03/06 from the consumer inquiring about the status of their refund. They reported that their order was picked up on 03/01 by Dedicated Delivery Freight, but there was no movement on the return. The consumer reached out again on 03/8 and provided further information on the pick up of the return. We use *** for freight shipments. Given this information, we had to put in a request with *** to determine if this was the case. Once confirmed that they outsourced Dedicated Delivery to pick up the order, we were waiting for confirmation that the return as delivered to a *** terminal so that we could track the return of the order. 

  On 03/09, we followed up with the consumer via email explaining that we were not able to refund the order until the return was delivered to our warehouse. 

  on 03/17 we received contact from the consumer inquiring about the status of their refund, which had not been processed yet. On 03/23, the shipment was delivered and processed through our warehouse. a refund in the amount of $275.48 was issued today, 03/24. A refund of $27.28 is still due and is currently processing to be refunded back to the consumers original method of payment. This should be processed within the next 1-2 business days. 

  Thank you, 

• Initial Complaint

  Date:02/27/2023

  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.

  I purchased after market tires for my **** ********. I ordered sensors for my tires (5) of them, after speaking with an agent that assured me that they were the correct sensors. I had them installed for $300 by a mechanic. The sensors did not work. I called back the company and was told that they were the wrong sensors and that I would need to purchase another set of sensors. I was once again assured that these were now the correct sensors. Due to personal issues in my life, I just had the sensors installed a few days ago. I paid another $200 to have them put in. Well, needless to say these sensors do not work either! I called the company today and instead of getting help, I was told I took too long to install the sensors and there is nothing that they can do! This is unacceptable! These sensors were purchased by this company, at the recommendation of their employees, not once but twice! Now I have sensors that do not work and I am out $500! I want my money back plus the money I wasted putting wrong sensors in my car!

  Business Response

  Date: 03/15/2023

  To Whom It May Concern, 
  
  The consumer originally placed an order for TPMS sensors on 05/17/2022. They reported the issue of them not working properly on 07/12/2022 and an RMA for return was set up. We recommended another set of sensors and the consumer was to return the defective set once they swapped out the sensors. 

  We received contact from the consumer on 02/27/2023 reporting that the new sensors were not working, Due to the amount of time that had elapsed, they were denied a return. The consumer reached out to us again on 03/10/2023 and the situation was escalated to a Supervisor via callback request. 

  A Supervisor reached out to the consumer on 03/11/2023 and offered a return for the set just installed. The return would be for store credit. 

  Given the situation, a supervisor reached out to the consumer today, 03/15, to offer a return of both sets of TPMS sensors for refunds back to original method of payment. The Supervisor had to leave a vm. We are currently awaiting a response from the consumer. 

  Thank you, 

• 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,