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:01/30/2023

  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,