Business Profile

New Auto Parts

ExtremeTerrain.com

Headquarters

Complaints

This profile includes complaints for ExtremeTerrain.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

107 total complaints in the last 3 years.
41 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/01/2024
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 purchased a speedometer for my Jeep Gladiator to calibrate my tires that I brought. The website said that it was compatible with my truck but it wasnt. I called and was given the run around about the product. I was even told that they will email the directions which never happened. I called back 4 times and on the 4th call I was told it wasnt compatible. So I asked why is the website saying it is and I was told that thats just how their system works and that I shouldve doubled and tripled check the product. Now they want me to pay a restock fee to return it when it was their fault I brought their system and also I brought 5 tires with rims that they were supposed to put wheel sensors in balance and send to me. After the sensors didnt work they sent others and they didnt work. I was told that the tires and rim was defective and they wont acknowledge that. They sent the wrong sensors for someone else truck I have a 2023 jeep gladiator and they sent for a ram 1500. I want to send the wheels and rims back and get a full refund for all purchases my tires sensor control on my dash board keeps beeping because of the defective rims and tires
Business Response
Date: 10/03/2024
To whom it may concern,
Our agents spoke with the consumer and learned that the consumer has adaptive cruise control and advised them that is why this part is not working for them. Within the product features on the website it states this speedometer will not work if you have adaptive cruise control. This means that while the year and model have fitment, if the Gladiator has adaptive cruise control that would make this speedometer non compatible.
The consumer has also been issued a credit for the remounting and balancing of their wheels and tires as a resolution for the **** issue.

Thank you
Customer Answer
Date: 10/03/2024
No the website does not specify anything about cruise control. My vehicle has been in their system so that I cant see what parts is compatible with my vehicle. It automatically dose it for you and as the picture shows. It says that its compatible and its not and to send it back yall charged me a fee.
Also after several attempts with the sensors not working. The only possible answer is that the rims and tires I was sold by them are defective
I can add sensors to those rims that I bought from extreme terrain
Customer Answer
Date: 10/04/2024

Complaint: 22365650

I am rejecting this response because:No the website does not specify anything about cruise control. My vehicle has been in their system so that I cant see what parts is compatible with my vehicle. It automatically dose it for you and as the picture shows. It says that its compatible and its not and to send it back yall charged me a fee.

Also after several attempts with the sensors not working. The only possible answer is that the rims and tires I was sold by them are defective

I can add sensors to those rims that I bought from extreme terrain

Regards,

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

Business Response
Date: 10/07/2024
To whom it may concern,
We have covered the cost of the return tag for the consumer as a one time courtesy.
Our website will show the consumer items that are compatible with their year and model however, there can be exceptions to fitment. Please always check the features and details on the item page.

As you can see From the item page on our website, in the features section: Not Compatible with Adaptive Cruise Control

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

Features
Speedometer Calibrator
Fixes Speedometer Reading to Match Tires
Plug-and-Play Use
Optimizes Stock Electronic Stability Control, ECM
Can Read Diagnostic Alerts Like Check Engine Light
Can Switch Back to Stock Settings
Limited 1-Year Warranty
Easy Installation
Not Compatible with Adaptive Cruise Control
Fits ********* 3.6L Jeep Gladiator JT Models

It is also noted in the description section on the same page : Please Note, This Speedometer Calibrator is not compatible with with Adaptive Cruise Control.

The consumer has sent in invoice for wheel and tire issue and credit was issued for the remount and balance as the consumer agreed to. This matter is considered resolved.

Thank you.
Customer Answer
Date: 10/08/2024
What about the tires that are not compatible to my truck so my sensors dont work. The tires your customer service sold to me
Customer Answer
Date: 10/09/2024
[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: 22365650

I am rejecting this response because:What about the tires that are not compatible to my truck so my sensors dont work. The tires your customer service sold to me

Regards,

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

Business Response
Date: 10/15/2024
To whom it may concern,
The consumer has contacted us about the issue they had with their sensors on their wheels and tires as well. They were issued a credit for the remounting and balancing of the tires as a resolution. Prior to that we had sent out replacement sensors.
Thank you
Customer Answer
Date: 10/16/2024
This is unacceptable because they sold me rims and tires thats not compatible with my truck
Customer Answer
Date: 10/17/2024

Complaint: 22365650

I am rejecting this response because:This is unacceptable because they sold me rims and tires thats not compatible with my truck

Regards,

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

Business Response
Date: 10/21/2024
To whom it may concern,
The consumer has only contacted us in reference to the speedometer and the **** sensors. Both issues have been resolved with the consumer and noted in our responses These wheels and tires were purchased in July, this is well past our 30 day return policy. The consumer had not mentioned the wheel and tires having an issue to our customer service. They only contacted about the **** sensors and speedometer. Additionally we have issued a credit to have the wheels and tires remounted and balanced due to the sensor issue as agreed to with the consumer.
Thank you
Customer Answer
Date: 10/22/2024
I have spoke on it thats why we are in this now. Your people shouldnt sell consumers stuff just to make a sale. When I called he should have advised me that the rims and tires werent not compatible to my vehicle but instead he made the sale anyway
Initial Complaint
Date:09/29/2024
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 purchased a set of running boards online with the mentioned company for my vehicle on 11/24/2023. Today, (09/29/2024) I noticed a crack in the drivers side running board. I contacted the company and was told that they only have a 30 day warranty. When looking at the information for the item I purchased they claim a 3 year warranty. I am only seeking a replacement of the defect running board. Not a complete new set. This company is very lucky that this crack (defect) was noticed before an injury could have occurred. It is still unsafe to utilize in its current condition.
Business Response
Date: 10/01/2024
To whom it may concern,
Red Rock Warranty Covers all products purchased January 1, 2024 and after. Orders prior to January 1, 2024 do not qualify.
This order was placed in November of 2023. We apologize and have reviewed this with the consumer. We do have options for an extended warranty to be purchased when an order is placed with items that do not have a warranty.
Unfortunately, no extended warranty was added at the time of purchase in this case.
Thank you.
Customer Answer
Date: 10/08/2024
[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: 22356448

I am rejecting this response because:
This item is clearly defective! I am not asking for a brand new complete set of running boards. I just want a replacement for the defective one. When (NOT IF) the defective one finally breaks and I get injured I will be contacting my attorney to see what necessary steps will be needed. I think what I am asking for is reasonable. Unlike your poor company ethics. A 30 day warranty, really? They were purchased in November in ***********. Do you really think they got installed right away? NO! As for purchasing an "extended warranty". I never saw anything of the such when purchasing.

Regards,

**** *******

Business Response
Date: 10/15/2024
To whom it may concern,
We can offer a replacement as a one time exception on these side step bars with no warranty. This item is currently out of stock, however if consumer wants to go forward with this resolution they can set up a return and send the steps back to us and when they come back in stock we'll ship the replacement to the consumer. If the consumer is interested in this proposed resolution please have them contact us to set up the return and replacement. We tried to contact the consumer to review this offer and could not leave a message for them.
Thank you
Customer Answer
Date: 10/17/2024
[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: 22356448

I am rejecting this response because: I am not removing BOTH running boards and sending them back to you without a replacement. Or even an idea of availabilty. You stated they are out of stock and you don't know when they will be back in stock? What do I do in the meantime without running boards on my vehicle? As I stated from the begining, I am not looking for a complete new replacement set. I just want the defective one (drivers side) replaced. I am currently looking at your website and you have many available under your "open box" items. Why wouldn't that be an option?

Regards,

**** *******

Business Response
Date: 10/21/2024
To whom it may concern,

We apologize, we cannot part out a replacement step to send out. The return would have to be full return for full replacement. That is how the process would work if this were covered under warranty.
This is what we can offer a replacement as a one time exception on these side step bars without a warranty.
This item is currently out of stock, however if consumer wants to go forward with this resolution they can set up a return and send the steps back to us and when they come back in stock we'll ship the replacement to the consumer. If the consumer is interested in this proposed resolution please have them contact us to set up the return and replacement. The consumer can contact us with any questions.

Thank you
Customer Answer
Date: 10/28/2024
[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: 22356448

I am rejecting this response because: Again, I am not going to remove and send back my running boards with a repalcement that is not ready to be sent out in return. "When/if they come back into stock" is not acceptable. I will remove my running boards and put them in the garbage where they belong. I will not use your company for any future purchases. Your company just proved how unwilling they are to back up their products. And with a 30 day warranty that also proves that your company has little faith in their products too. I will also be letting anyone that asks about your company how you feel towards their customers. That all you care about is the money and not customer satisfaction.

Regards,

**** *******
Initial Complaint
Date:09/24/2024
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.
I ordered a pair of tube doors for my jeep the delivery date was sept. 28th which would have been fine perfect even, However looking for the doors and then finding out by my OWN investigations the doors are back order and wont be here till WELL after my trip is over. I needed these for safety and direct replacement. The chat bot or person was very cut dry and offered a 10 dollar voucher in which i refused. Then she proceeded to ask if i wanted my order cancelled as she knew I already had other items of the door delivered and it would cost ME more money to send it back!! This is an injustice and unacceptable! POOR AND UNFAIR business practices should be illegal,
Business Response
Date: 09/25/2024
To whom it may concern,
We apologize to the consumer the tube doors they have ordered are currently on back order and the current estimated ship date is October 8-10th. We have applied a $20 store credit voucher onto the consumer's account that is good for 30 days to use towards their next purchase to apologize for the delay. If the consumer would like to make any changes to their order we would be happy to assist. We can always check to see if we have a similar item in stock as well.
Thank you
Customer Answer
Date: 09/26/2024
[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: 22330427

I am rejecting this response because:

Regards,

******* ******
Initial Complaint
Date:08/22/2024
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.
I ordered a soft top for my Bronco. I ordered an open box version. They assured me that the item was like new and complete. They only shipped me the hardware, but not the actual soft top itself! It makes no rational sense to send me something without the actual item I purchased, e.g., the soft top. Now I have to go through the return process to get a refund. More inconvenient - seems unfair and deceptive.
Business Response
Date: 08/27/2024
To whom it may concern,
Upon reviewing this order it looks like the consumer has received their top. We also issued a store credit to the consumer as an apology for their experience.
The consumer has a voicemail and we would encourage them to reach out if they have any remaining questions.
Thank you.
Initial Complaint
Date:08/17/2024
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.
I ordered a creeper that should have came with 6 casters, but only came with 3.I notified customer service and they said they would only send me 1 caster. It doesnt seem that they know the specs of their own products.
Business Response
Date: 08/27/2024
To whom it may concern,
We have submitted a hardware ticket to get replacement wheels shipped out for the creeper the consumer purchased. The consumer was left a voicemail reviewing this process.
Thank you.
Customer Answer
Date: 08/30/2024
[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:08/12/2024
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 bought headlights from this company and all 3 was no good and they only replaced 2 I still have a broken headlight .
Business Response
Date: 08/27/2024
To whom it may concern,
We have tried to contact the consumer to let them know that even though the 12 month extended warranty is expired- it is only slightly past the expiry date. The consumer can still try to call the extended warranty company and see if they can do anything to assist them.
The consumer should have the phone number for the warranty company, however they may contact us if they need it.
Thank you.
Initial Complaint
Date:08/09/2024
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 spent almost three hours on chats with ET customer service and they wouldnt refund my money unless I returned the portion of the product I purchased for a refund problem is that I paid 400$ to have that portion installed in the headlights and I find it ridiculous that o would pay again to have it extracted. The ad they posted included the Halo rings as in the pic I included but colored the pic shows a white halo which is standard to the headlight. They said in a message that they would send me the missing Halos and cord but never showed up upon contacting again they said the ad was wrong , although it says theyre included in the kit that the only thing they can do is refund my money upon receipt of the rest of the kit. This is not feasible and they know it. They are still running the ad on there website.
Business Response
Date: 08/27/2024
To whom it may concern,

The consumer has purchased another Lighting Trendz kit and asked if this would be compatible with the Demon eyes Halo kit that they had purchased.
We had advised they should be compatible as they are made by the same company. If the consumer would like to return either kit they may contact us to set up a return. To process a return that would require the return of the full kit. We have advised the consumer and apologized that we cannot cover shop or labor fees.
Thank you

Customer Answer
Date: 08/27/2024
[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: 22120402

I am rejecting this response because:I purchased the rest of the Kit to finish the headlights as theyre supposed to be that doesnt make there advertising a product falsely any better ??????? There response is ridiculous, I paid 400$ to install half the product and will probably have to pay another 200-300$ to finish the job that should have been done in the first place. They owe me for the cost of the Halos in my opinion as thats what was listed in the ad. A company with any Dignity would pay the 160$ for that product. Im out that and the additional installment cost. So on a whole Ill be out an additional 360-460$ because they cheated me. The first item listed in the ad is the Halos!!

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

Business Response
Date: 09/04/2024
To whom it may concern,

If the consumer would like to return a kit they received that is incomplete they may contact us to set up a return. We could do a return for an exchange or refund, we would be happy to assist with that. We have advised the consumer that we cannot cover shop or labor fees.
Thank you
Initial Complaint
Date:08/06/2024
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.
My fianc found the rear bumper he wanted for his truck on the Extreme Terrain website. He found the Open Box price for about $360 and due to the slight imperfections decided he wanted to order it as it showed it would be deliver on Wednesday, August 7, 2024. The purchase was made shortly before 12pm on August 5th which was Monday. The banner that shows on the top of the website (screenshot included) showed Free 2-3 day shipping for items $119+. This was on Standard shipping items. Also when looking it stated that items would be through ***************** I looked at the tracking today (August 6th) to see who would be delivering the item purchased and found that it was a totally different shipping place. It also showed the estimated delivery for August 12th. This would be a week from date of order; 6 business days in total. Due to the expectation of the delivery being August 7th, I connected Extreme Terrain immediately. I spoke to a lady that shared that was the delivery and nothing could be done. I was not happy with no conclusion and requested to speak with a higher up. She connected me with ***** who told me that I already got a deal and that I should of been charged for shipping so I got a break. I explained the banner on the website and the delivery date showing on the purchase if I were to purchase today (8/6/2024) being on Thursday which would be 2 days and it even showed if ordered in the next almost 20 hours. I explained how this was false advertising and would not have ordered if I would of knew it would of been Monday. I explained how they need to fix their website to show the true delivery. She offered a $50 voucher and I explained that I was not satisfied with that as I don't plan to have anymore purchases through their website. That a refund to my card in that amount would be fine seeing that we have more fees due to having a rental now longer than the anticipated timeframe due to the delivery change.
Business Response
Date: 08/27/2024
To whom it may concern,
While Extreme Terrain cannot cover any shop, rental or labor fees -we have spoken with the consumer and to apologize for any delay they experienced we have issued a $100 store credit voucher.
This matter is considered resolved.
Thank you.
Customer Answer
Date: 08/29/2024
[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 as the company personally reached out.
They did reach out and even though after speaking with my fiance, we dont believe we will use the credit; but they dont seem to want to grant a refund for the $50.
We do consider this issue resolved the way we hoped, but closed with more knowledge of the company.
Regards,

*************************
Initial Complaint
Date:08/06/2024
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.
Paid for 2 day shipping and its been almost 7 days no offer for a refund and no items Id like what I was charged for 2 day shipping to be refunded
Business Response
Date: 08/27/2024
To whom it may concern,
The consumer's items delivered to them on 8/6/24. We issued the two day shipping fee back as well as $10 in a store credit voucher to apologize for the delay.
Thank you.
Customer Answer
Date: 08/27/2024
[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:08/02/2024
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.
On 7/10/24 I purchased what was advertised as a quantity of 4 mud flaps, when package arrived only 2 were in box. I went back to website to confirm I read correctly, I found in 3 separate places on site that it was indeed 4 that was supposed to be in box. (7/12/24) I immediately phoned and CS *** confirmed website stated 4 but it was a mistake and they offered ***** credit towards another purchase. I stated that sending me 2 more mud flaps was what I felt was fair or refunding me 1/2 of cost. I was then offered the 15 again and then requested to speak to manager. I was assured I would be receive a call back from supervisor by end of day. After never receiving call, I phoned on 7/18/24 and requested manager again. None was available and I was assured yet again I would receive a call back. That call never happened. I did notice on 7/13/24 that website had been corrected to the proper quantity of 2. I strongly believe that since they falsely advertised a quantity of 4 that I should receive 4. Especially because their price of 2 was two times the average price of 4. I was only willing to spend the extra money because they were the only flaps I could find with red accents.
Business Response
Date: 08/27/2024
To whom it may concern,
The item page notes that the consumer would have to order two sets for front & rear. The consumer only ordered one set and got one set, which is a quantity of two. This was explained to the consumer and to apologize for any confusion with the quantity that was ordered we offered a $50 store credit that can be used towards the purchase of the other set or anything else on our website.
The consumer declined this offer. Thank you.
Customer Answer
Date: 08/29/2024
[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: 22083008

I am rejecting this response because:
Please see attached pictures where in 4 different places it states quantity 4. No where did it say purchase two boxes. The website was modified and corrected after my initial call. ***** store credit to a place that I do not trust and have no interest in ever doing business again is ridiculous!

Regards,

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

Business Response
Date: 09/04/2024
To whom it may concern,
We have offered the consumer $100 in store credit that they can use towards the purchase of another set. The consumer has declined.
The offer is noted on their order and if they change their mind they can contact us. We have contacted the consumer a few times to try to
make this right.
Thank you

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