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:07/22/2024

  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 the ** HiLiTES 50-Inch Overhead Xross Bar with Slimlite LED 6-Light Kit item J134053-JL from Xtreme Terrain on July 2, 2024 which clearly pictured 3 seperate items on their web-site. The overhead mount item J142779-JL, the light bar item J191008 and 6 ** HiLiTES 6-Inch Daylighter and Slimlite Round Light Stone Guard; Black with *************** Logo item J114466 ($19.99 ea on their web site). I specifically asked the sales rep prior to making the order to confirm that the stone guards came with the package as I noted the guards were not included in the individual part (item J191008). The rep assured me that they were and subsequently helped me add matching stone guard covers for two additional spot beam light package that I also added (item U287). I recieved everything but the 6 stone guards (item J114466). I contacted Extreme Terrain via phone on 7/17/2024 and spoke to ******* who logged my complaint. I responded to an email asking for pictures of what I received the same day. I received an email from Extreme Terrain stating the covers did not come with the package. They acknowledged the covers were in the advertisement and that they were going to correct the photo. I responded with an email identifying all the item numbers and requested that they send me the 6 missing stone guards that they both advertised and verbally indicated came with the package at the time I made the purchase. They have refused to send me the missing items, offering a $25 reimbursement to purchase them elsewhere (6 guards @ $19.99 ea = $119.94). I want them to send me the 6 stone guards as advertised and verbally confirmed when I made my order. Note they still have not "corrected" the photograph on their web site despite another customer having the same complaint per a review dated May 22, 2024.

  Business Response

  Date: 07/25/2024

  To whom it may concern,

  We have left a voicemail for the consumer. We issued back the amount the consumer stated it would cost to cover the stone guards they would need to purchase, with an additional $20.00 on top of that to apologize for their experience.

  If the consumer has any questions, they can give us a call back. 

  Thank you.

  Customer Answer

  Date: 07/25/2024

  [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:07/22/2024

  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.

  Ordered a replacement soft top for 2008 jeep in December 2023. Had to wait for warmer weather to install top. Discovered wrong $600 item was sent. Was told it was a warranty issue after 90 days. Spoke to customer service again and they denied warranty and any fault. They sent the wrong item. Although it was not in 30 day return period, the company sent the Complete Wrong Item and will not send right item or refund.

  Business Response

  Date: 07/24/2024

  To whom it may concern,

  Typically for this type of return the warranty is not refunded. However, we are in the process of trying to have the funds issued to the consumer as a one time exception.

  We will update the consumer when this is completed.

  Thank you.

  Customer Answer

  Date: 07/25/2024

  
  
   Complaint: 22024045
  
  I am rejecting this response because:

  I received a call saying $11 would be refunded. The purchase was well over that but hundreds of dollars. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/18/2024

  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.

  Date order is July 13 2024 I ordered 5 tires that are the mile star Patagonia at/r 35/12.5r17 the shipped my order and when I received it it had 3 of the correct tires and 2 tires that are obviously not the right ones and they are the cheapest smallest tires they have. It seems intentionally done because people can look and immediately see the difference between them. I sent a message about it at first was told I can send the wrong tires back and they would ship the correct ones out. Now they are telling me that they have been discontinued and I will have to send them all back, and I would get a refund when all said and done within 16 business days from the date ***** takes possession of them. Furthermore it states in the email that it would be minus handling charges which amounts to $100. I asked to speak to a supervisor but was told they would contact me in the next few minutes now hours later I am being told it will probably be by the 22nd. I have an email from them stating I have ****************************** I would lose the right to return them. To top it all off the customer reps all have been ************************ rude and hanging up on me not even attempting to resolve the issue. Furthermore I have been told different things by different reps and have no viable solution to return them in the first place due to the confusing differing statements

  Customer Answer

  Date: 07/23/2024

  I have worked it out with the business as a supervisor called me a couple days later and we came to an agreement.

  thanks

  Business Response

  Date: 07/25/2024

  To whom it may concern,

  We have spoken with the consumer and provided the timeframe for their refund to issue. A supervisor also issued a credit back to the consumer's credit card as an apology for their experience.

  If the consumer has any additional questions we would encourage them to contact us.

  Thank you.

• Initial Complaint

  Date:07/07/2024

  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 ordered tail lights from this company and didnt like the way they looked when they came so I scheduled a return. They offered an option for fed ex to pick it up from my house for $5, so I elected that. The pickup was to be 7/2/24 from 8am-8pm (all day). I was home that day but working on outside projects around the yard. Fed ex came and picked up the package but left nothing. No tracking no paper, nothing. I thought Id get an email from extremeterrain but got nothing. Then Friday, the 5th, fed ex comes banging on my door saying they were there for a pick up. I told him they already picked it up, I saw them. He said ok and left. Now extremeterrain is asking me for proof that it was picked up on 7/2. How exactly am I supposed to give them proof it was picked up?? I have nothing, and they were the ones that scheduled the pick up. So either fed ex lost it, or the fed ex driver stole it either way the process is broken and I want a refund.

  Customer Answer

  Date: 07/18/2024

  The business finally responded and refunded me. This can be closed. 

  Business Response

  Date: 07/18/2024

  To whom it may concern,

  The consumer has been refunded and we also issued an additional $10 store credit voucher as an apology for their experience.

  Thank you.

  Customer Answer

  Date: 07/19/2024

  [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:
  
   The business finally responded and refunded me. This can be closed. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  Date of transaction - 7/1/2024 5:05:50 PM Company did not attempt to resolve the problem. They only stated that it is not a guarantee. Their website advertises free next day shipping and they do not provide next day shipping. I ordered the products from them based on their shipping. The shipping is still showing to arrive the next day when looking to order some products that are in stock.

  Business Response

  Date: 07/15/2024

  To whom it may concern,

  The consumer has been advised they did not pay for an expedited shipping. They have standard free shipping on this order. The estimate provided for standard free shipping is just an estimate to give an idea of a timeline and not a guarantee. We have advised the consumer of this and applied a store credit voucher to their account as an apology for any confusion with shipping that occurred.

  Thank you.

   

  Customer Answer

  Date: 07/17/2024

  [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: 21933489
  
  I am rejecting this response because:
  No where on your website does it say that shipping date is not a guarantee. It states arrives that day with free shipping. If it is not a guarantee then it needs to be stated. Also if expedited shipping is an additional cost then that also needs to be stated. Having a statement of free shipping and the arrival date being the next day is false advertising. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/25/2024

  To whom it may concern,

  
  The consumer has been advised they did not pay for an expedited shipping. They have standard free shipping on this order. The estimate provided for standard free shipping is just an estimate to give an idea of a timeline and not a guarantee. It does not state on our website that it is a guarantee. Expedited shipping options (if available on that item) are presented to the consumer at check out. If consumer does not choose an expedited shipping option that was presented and accepts that fee- the default is standard free shipping with the estimated delivery date based upon the consumer's location. We have advised the consumer of this and applied a store credit voucher to their account as an apology for any confusion with shipping that occurred.

  
  Thank you.

• Initial Complaint

  Date:07/01/2024

  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 made a purchase, over two weeks ago, and the website stated that all products that I ordered were in stock. Three days after the order was made, I got an email stating that all three products were on backorder. The website still shows at this time and at the time of the backorder email, that all products were in stock. I followed up three separate times between the order date, and the end of last month. Website showed that all my products should be in no later than June 28. The representatives at the company, also guaranteed the same. We are now two days past the end of June, and I received an email today, stating that two of the products, were out of stock, and my expected arrival date should be no later than August 26. That is 2 1/2 months after the initial order. One of the products shows shipping soon, I received that product a week ago. From my understanding, the company that the products are from that are out of stock, is from a company that is no longer in business, Extreme Terrain keeps their products in stock before they ended their business dealings. To apologize, they offered me $10 off my next order. However, I dont ever plan to purchase from them again, because they lied on multiple occasions. I posted this on a few group pages, and other people have stated they have had similar experiences. This is an absolute joke. Even to this day, all the products that are currently out of stock, still show in stock on the website. The website also states that there is free 1 to 3 day shipping on all orders over $119. That by itself is false advertisement. I can understand processing time, but we are now two weeks, and it still shows order is processing, On the item that I received last week.

  Business Response

  Date: 07/10/2024

  To whom it may concern,

  We have apologized to the consumer and advised of the expected ship date in August. The consumer wishes to cancel their order and we have submitted the request to do so. We have also provided the consumer with $30 store credit on their account for their experience with this order.

  Thank you.

• Initial Complaint

  Date:06/24/2024

  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.

  This cover was installed about 6 months ago and I have probably driven over ****** miles without incident. Saturday night, June 22, 2024, while on a 200-mile trip, a bracket broke, and the cover blew off. It was about 10:30pm and I never saw it blow off. This bed cover was defective, and this company refuses to warranty the product.

  Business Response

  Date: 07/09/2024

  To whom it may concern,

  The consumer purchased this cover in November of 2023. The consumer did not purchase an extended warranty for this item that would offer protection beyond the standard 30 days after purchase and the cover does not come with a warranty that goes beyond 30 days. We have reviewed this with the consumer.

  Thank you.

  Customer Answer

  Date: 07/11/2024

  [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: 21895840
  
  I am rejecting this response because:

  1. I was never made aware of only a 30-day warranty and the salesperson spoke the virtues of the quality of the product and an option for extended warranty wasn't ever mentioned. 

  2. The quality of workmanship was obviously faulty. 

  3. If they only stand behind their products for 30 days, I WOULD NOT have purchased it
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/05/2024

  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.

  5/13/2024 Ordered some door seals from the vendor. Items arrived in unusable condition. After several phone calls and emails, attempting to create an RMA, I finally received multiple *** labels and rma's from one person. I called back, to tell them both parts I was returning as part of this order were in ONE box, was advised to attach one of the labels to that box and send it back. Weeks after I sent the box back I still had not received a full refund. After multiple phone calls, confirming they received the package back, I keep getting told they need to check notes and wait for another department to get back to them. (Always being promised a call back that never happens).

  Business Response

  Date: 07/03/2024

  To whom it may concern,

  The consumer has been refunded in full for the item.

  Thank you.

  Customer Answer

  Date: 07/19/2024

  I wasn't sure what else I should say? They intentionally withheld a refund for over a month after they received the product.

• Initial Complaint

  Date:05/17/2024

  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 returned two items: Mopar sill guards valued at $189.04 plus tax and the rock on the Bigfoot spare tire cover valued at $147.24 plus tax. I initially requested a return because I did not need the items, and they required photos. I had requested to purchase my label to avoid using an inconvenient courier and paying extra fees. I was never given a return slip, so I chatted with ************ on April 6. She was supposed to send stuff, but I never received it. I then checked their email addresses and found return instructions. Since no return slip was provided, I included the *** numbers on the label, printed out my receipt, and included it in the box. **** confirmed that the items were received on Lenexa, **, *****, on April 11, 2024, at 2:19 p.m. That was over a month ago, with no refund. Since the items were returned, I am requesting a refund. I have never encountered such a difficult merchant. If they dont intend to do returns, they should say that all sales are final instead of lying on their website. I want this issue remedied, as I've already wasted enough time, so I'm requesting a refund for $364.44, the total cost of the items. I have attached documents that corroborate my claim.

  Business Response

  Date: 05/20/2024

  To whom it may concern,

  We had issued the consumer a prepaid return tag via email. If the consumer shipped the item using a different return tag and tracking number than we have provided, they would need to contact our customer service to provide the tracking number they have used so we may enter that into our system to track the package and issue the refund. The consumer may feel free to contact us and provide the tracking number so we may issue the refund.

  Thank you.

  Customer Answer

  Date: 05/26/2024

  [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: 21724792
  
  I am rejecting this response because: I was provided with a QR code, which I presented to a ***** driver. However, I was informed that an actual label was required. I then visited *********, where I received the same information. As per your website's instructions, I sent the items back using the tracking number 9434 6111 0550 0467 6352 75, which is attached for your reference.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/29/2024

  To whom it may concern,

  We would like to thank the consumer for providing the tracking number that they have sent back the items with. We will work to get this into our system and added to the returns so we may process the refund. Please allow us time to process this now that the consumer has provided that tracking number. If the consumer has any questions they may contact us.

  Thank you.

• Initial Complaint

  Date:05/14/2024

  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 two sets of doors for a Jeep Wrangler from Extreme Terrain and two side mirrors. These were incorrectly labeled on their website as able to fit my Jeep. I asked for a return label and shipped them out in their original packaging from ***** in ***********, *********, on 5/6/24. I actually had the lady their help me close the boxes back up. So she can confirm the doors were in the package. I called Extreme Terrain tonight and was told they cannot refund me. At first they said they never received the package. I called ***** and confirmed they did in fact receive the package. I called Extreme ******* back to tell them this. They say the weight is wrong from the original weight and cannot refund for this reason. I call ***** back and (I even have this on video), they said the weight they gave on the shipping (which is what they are accusing my box of weighing) was given TO ***** FROM Extreme Terrain when Extreme Terrain created the label. I called back Extreme Terrain again to tell them this and was yelled at saying we dont have your doors, you arent getting a refund. I have the woman at ***** who helped me box them up able to confirm I did. I asked them to just open the box that I sent, and they wont. Nor will they send me the original product back either. I just want the refund. Im being scammed here and have no way to get help outside of this. Again, I have video proof of ***** confirming the weight they are accusing my box of being being given TO ***** upon label creation. Please help me.

  Business Response

  Date: 05/28/2024

  To whom it may concern,

  We have refunded the consumer for the items. This has been reviewed with the consumer. Please have them contact us if they have any further questions.

  Thank you.