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:05/07/2024

  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.

  On January 04, 2024 I bought a hardop DV8OffRoad from extreme Terrain Order Date:11/4/2023 10:17:38 AM Order Number:15-110184305 *************************** *********************************************************************************** Shipping Method:Standard Shipping *************************** *********************************************************************************** Payment Method:AMEX $3,101.92 Product:$2,799.99 Discount:($100.00)Shipping:$0.00 Handling Fee:$199.00 Adjustment:($595.00)Tax:$161.28 Grand Total:$2,465.27 When I started to install it, the back portion fitted well but when trying to install the front top the screwss from the fiber glass came off. I contacted ExtremeTerrain they offered me a $595,00 refund to fix it or I could returned. I took the refund and took to a mechanic to fix it and it cost me $993.00 but it worked for 3 months, When the rainy season started then a major water leak became apparent in the right front seat, I contacted ExtremeTerrain and they directed me to the manufacturer DV8OffRoad Which I did and they worked with my mechanic ***************************** from *******'s in ***** and the concluded that there is a manufacturer issue and it was in my best interest to ask for full refund. When I contacted ExtremeTerrain again they answer that because i took a partial refund I am not longer eligible for a full refund even though the manager from DV8OffRoad they are willing to help in getting a full refund.After all these experinces I went back to read all reviews and I am not the first one experiencing water leaks with this particular plroduct.I hope you help me in getting a full refund, this is what ******* wrote yesterday to ******* and he has pictures and video conference with DV8OffRoad.For Pics and furter infomation you may contact ******* at *******'s ************ Thank you *************************** retired citizen

  Business Response

  Date: 05/15/2024

  To whom it may concern,

  The consumer accepted a mitigation credit to their credit card through us and was working with the manufacture.

  When the consumer contacted us back asking for us to assist them with this, we reviewed with the consumer that they accepted a mitigation credit with us and they were working with the manufacture. They cited they had communication to show that the manufacture advised them to contact us again. We requested the communications with the manufacture be sent over to us for review. We have reviewed what the consumer has sent us and replied back to the consumer. This communication they sent us shows that the manufacture is working with with the consumer. Based off the communication provided, they are saying they are going to help them with this matter, but the part they need to do this is currently out of stock. They are waiting for it to come back in stock and, as they stated, they will send it out to the consumer when it is available.

  Thank you.

  Customer Answer

  Date: 05/25/2024

  [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: 21677239
  
  I am rejecting this response because:
  I paid for the repair of the top this amount 
  -$2,367.88

  They do not tell an Estimated date for the part to arrive. I it's alreadly costing me twice as much I already paid to EtremeTerrain, I am asking for a full refund

  thank you

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

  
  

  Business Response

  Date: 05/29/2024

  To whom it may concern,

  The consumer accepted a mitigation credit to their credit card through us and is working with the manufacture.
  As stated in our previous reply and as reviewed with the consumer, the manufacture is working with with the consumer on this going forward. The consumer themselves provided us communication showing this. The manufacture is going to help the consumer with this matter, but the part they need to do this is currently out of stock. They are waiting for it to come back in stock and as they stated to the consumer, they will send it out to the consumer when it is available.

  
  Thank you.

• Initial Complaint

  Date:04/30/2024

  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.

  On 4/11 I purchased a soft top for my jeep from extreme terrain. I am a new jeep owner so I called and spoke to two different technicians to ensure I am getting the right product for a seamless installation. After being assured that I have the right product the technician put my order in via phone, well turns out technician ordered a replacement top and not a complete top so it was missing hardware and unable to be installed. I took my hard top off and carried it up 2 flights of stairs to store it then dropped my jeep off at the shop for installation and thats when they informed me of the missing hardware. I had to speak to 3 different technicians to get to a supervisor to expedite the shipping. They are refusing to expedite the hardware I am now carless and had to rent a car out of pocket while extreme terrain gets their act together. I had to beg for the hardware to be expedited. And one supervisor said they could then a couple hours later another supervisor said they cant. Every time I have ordered from here there is an issue. I live on the east coast where it's still chilly and rainy therefore I cant drive my jeep without the top on. This was such an unpleasant, costly and inconvenient transaction from extreme terrain even though I intentionally did everything in my power to make it a seamless experience

  Business Response

  Date: 05/08/2024

  To whom it may concern,

  This item was set up as a return for the consumer and has already been refunded as a store credit.

  Thank you.

• Initial Complaint

  Date:04/15/2024

  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.

  On September 16th, I placed an order for CX Axles for my 2011 Tundra. Unfortunately, Extreme Terrain lost track of my order and, in an attempt to rectify the situation, sent me three additional CV axle sets. Upon receipt, I returned the two sets, realizing I did not need six CV axles. On December 18th, shortly after returning from deployment, I observed that one of the CV axle boots was incorrectly seated. I initiated a second return for that axle and received a replacement with properly seated boots. Upon inspecting my axles the next day after driving, I discovered an issue. Despite investing nearly $800 for a mechanic to install the CV axles at ******, they are now leaking due to Extreme Terrain's improper boot seating. So, I took my Tundra back to ****** and they noticed that a metallic substance was coming out of my front transfer case and sent me a picture. ****** stated that the front transfer case is likely leaking because of the metallic contaminants. This is reflected on my ****** customer receipt and on my ****** account. Due to all of this, I requested Extreme Terrain to step outside of their company policy to resolve this issue by refunding me for the faulty CV axles. I sent an email on January 25th asking on an update for my refund and it took them almost a month to respond back. I'm sorry that you haven't received an update on your request. As per checking, one of our supervisors tried to call you on 2/17 and he said there was no answer and he left a voicemail stating that we cannot cover any labor charges related to a defective item. As a courtesy, he checked the manufacturer's webpage to see if they offer compensation and they also do not cover any labor charges, rental car fees, or lost wages. I understand that this is not what you wanted to hear. We appreciate your patience and understanding of this matter. Please feel free to contact us if we can be of any further assistance. I never received a phone call and I never received a voice mail.

  Business Response

  Date: 04/22/2024

  To whom it may concern,

  We have assisted the consumer with a replacement for the defective Axles.

  A supervisor has left a voicemail for the consumer reviewing all of the information. We apologize, but we cannot cover any labor charges related to a defective item. As stated on our website under the "Returns" information.

  ExtremeTerrain.com is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts.

  With that being said, the supervisor did check the manufacture webpage in an attempt to see if we could offer any assistance in this situation. Unfourtunely, they also do not cover any labor charges, rental car fees or lost wages. 

  Thank you.

  Customer Answer

  Date: 04/28/2024

  [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: 21578496
  
  I am rejecting this response because: Extreme Terrain claims that they called me and left a voice mail. That never happened and I articulated that when I called to recieve an update on the order. There was never a missed call or a voice mail and phone records will reflect that. I contacted Detroit Axles, where Extreme Terrain acquires their axles from, and they were not able to cover the cost of the defective axles because the liability lies with Extreme Terrain once Extreme Terrain recieved the axles. This leads to a second point of their being no quality control of the products yet leaves the customers liable for defective products that are knowingly being sold. The point is, Extreme Terrain continues to sell this known defective product at the expense of the consumer and then refuses to change their policy knowing that customers will experience this problem.

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

  
  

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 22,2023, I purchased a Hard Top for my 2017 Jeep Wrangler. The Total amount of the purchase was $2,734.80. On December 8th, 2023 my purchase was delivered and installed to my Jeep Wrangler. On December 9th, we received rain in our area and when this happened the rain began to FLOOD into my Jeep, an issue that I NEVER had happen before.I immediately emailed the third Party Extreme Terrain who I purchased the top from. I continued to email them from December 10th until March 21st, 2024. It took Extreme Terrain 30 days to get me in touch with the Manufacture of the Top. January 9th, I began dealing with ***** and ***** the owners of Rally Top (which is the manufacturer of the Jeep Hard Top). Now, please keep in mind that we are already 30 days after my top arrived that Extreme Terrain got me in touch with the Manufacturer. I then had to purchase another $400 in Addition to the $2,734.80 that I had already spent on the top to try and get the top to stop leaking. These items did not stop the water from coming in.. My door locks stopped working, my seats were soaked, the radio stopped working..but I had no option to continue to look for a solution with the manufacturer as it was dead of winter and I had nothing else to put on top of my vehicle. I reached out to Extreme Terrain starting at the end of December into January looking for compensation for this additional money that I had to spend for a faulty item that I received. On January 30th, 2024 Extreme Terrain emailed me asking if I was looking to Refund, Replace or just looking for COMPENSATION.. To which I replied compensation while I continued to work with the Manufacture on a solution to the leaking top. I received a total of $424.00 - 1/31 $333.90 was received and 2/15 $90.10. I do not deny that money was received.. However, it was supposed to be compensation.. Not a credit to my account. They then reduced my total invoice from $2,734.80 to a new total of $2,310.80. I continued to keep Extreme Terrain in the loop while I worked with Rally Tops until March 21st.. When Rally Top said that they had no other solutions for fixing the leak and that they would accept a return but I had to go through Extreme Terrain for the return. I reached out to Extreme and they denied my request. They tried to state that the money I accept was a credit and I was agreeing to keep the top AS IS.. to WHICH I SAID NO.. that was not communicated nor did I agree to keeping the top as is. I reached out to a lawyer, and notified Extreme Terrain about how they were breaking the law by refusing to return a broken item that they sold me that continued to cause major damage to my Jeep. At this time, they still refuse to return my top and provide me the remaining amount of money owed to me which is $2,310.08. I did file a dispute with Captial One but they messed that up as well and only gave me a refund of $424.00. I am looking to return the top and receive the remaining $1,886.80.

  Business Response

  Date: 04/10/2024

  To whom it may concern,

  We had explained to consumer that we are unable to accept the return due to this item being outside of our return policy but we offered a partial refund in store credit which the consumer accepted. Shortly after that was accepted and applied to their account the consumer submitted a chargeback with their credit card. This account is currently showing the chargeback was filed.

  Thank you.

  Customer Answer

  Date: 04/10/2024

  These are photos of after a small rain storm.. the heavier the rain the worst the interior gets. These photos were taken on Dec 9th the day after the top was installed 

  Customer Answer

  Date: 04/11/2024

  [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: 21555621
  
  I am rejecting this response because: While that comment is partially correct it is not 100% accurate.. they offered me compensation in the amount of $424.00 for all of the additional charges I had to put out trying to get the leak to stop.  Their policy is 30 days to return an item.. however, they took 30 days to get me in touch with the Manufacture.. and on March 20th 2024, the manufacture told me they would accept a return because they can not figure out why the top is leaking, but I had to go through Extreme Terrain to return it.  Extreme Terrain denied the return and offered me STORE CREDIT.. of $500.. then $930 - which why would I ever buy from them again when they sold me a defective item.  I did file a dispute with my credit card company and they only awarded me another $424.00 - meaning I am still owed a balance of $1886.80...  I also spoke to a lawyer who told me to tell the following to Extreme Terrain - According to Law- "Even if the return period has expired, its reasonable to expect a retailer to stand behind products it sells. Under implied warranty laws, I have the right to defect-free merchandise regardless of any restrictions imposed by a stores return policy. In the U.S., by law any purchase includes an implied warrantythat items you buy are defect-free and will remain so for a reasonable amount of time. Just by selling a product, under laws of every state and the District of Columbia, a retailer, and sometimes the manufacturer, warrants that theres nothing significantly wrong with it. In other words, in the U.S., if you buy something and it has a significant defect or it doesnt do what its supposed to do for a reasonable length of time, the seller must offer a remedy, even if any return period or manufacturers warranty has expired, or it didnt supply an express warranty at all."
  
  
  According to law.. I notified them in a timely manner.. I worked closely with the manufacturer trying to resolve the issue.. which the manufacturer agrees that there is something wrong because they can not come up with a solution after 3 months of trying. Therefore BY LAW, I was sold a defective top and regardless of it being 3 months, Extreme Terrain was aware of my situation, I have the right to return this top for the remaining refund. 

   

  To Date I have  every single email conversation with Extreme Terrain and the Manufacture Rally Tops that I can provide as proof that I never accepted this top "as is" and I was NEVER told until March that they would not take the defective item back.  In fact, I have a specific email from Extreme Terrain in February - asking me if I wanted to turn the top - however then they asked me if I was looking for compensation for the additional supplies while I continued to work with the Manufacturer trying to resolve the leaking.. So if they would have returned it in February.. why would they not return it in March when the Manufacture had no more solutions to resolve the leaking issue and told me they would accept the return, but again I had to go through Extreme Terrain (the third party) who will not.  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/11/2024

  As you can see i did NOT accept the store credit and then file a dispute with my credit card company they are blatantly lying! I will be sending additional photos of the conversation in another email as they do not  all fit in this email 

  Customer Answer

  Date: 04/11/2024

  As you can see i did NOT accept the store credit and then file a dispute with my credit card company they are blatantly lying! continued emails of the conversation 

  Customer Answer

  Date: 04/11/2024

  As you can clearly see in these emails i never agreed to a credit.. the $424.00 they gave me in two refunds to my credit card 1/30 $333.90 and 2/15 $90.10 were supposed to be as the guy from Extreme Terrain referred to it as COMPENSATION.. however they went ahead and deducted this amount from my invoice and keep claiming i agreed to store credit and to keep the top as is.. and that is NOT the case. I agreed to compensation only because in the dead of winter how am i supposed to return a roof to the only vehicle i own.. and drive ******* in rain and snow?! So i opted for the compensation and to continue to work with the manufacturer. I want to give them the top back.. it is of no use to me leaking.. i am going to have to purchase a whole new top from a different company 

  Business Response

  Date: 04/24/2024

  To whom it may concern,

  We have reached out to the consumer requesting some information in an attempt to assist with their hard top. We have left a voicemail for the consumer with the information we would need.

  Before we can assist the consumer we are requesting proof of reversal of chargeback filed and copies of the email correspondences with the manufacture.

  We look forward to assisting the consumer in this matter.

  Thank you.

  Customer Answer

  Date: 04/25/2024

  All requested documentation was submitted on April 24 at 12:39 PM. A screenshot of sent documentation has been uploaded to the case file.

  Customer Answer

  Date: 04/28/2024

  Im not sure if Extreme Terrain somehow managed to reopen my dispute.. however I just received this letter that the money was returned to my card. Therefore my dispute is closed. If extreme terrain wishes to pick up the top they can contact me as soon as possible as i am paying for storage for it now that the weather is warmer my friend gave me their soft top they no longer use. 

  Customer Answer

  Date: 05/08/2024

  *******, 

   

  I did send a message a little bit ago that this was resolved. I received my money back to my credit card and I offered to return the top.  They are scheduled to pick up the top on 5/10 between 10am-2pm. 

• Initial Complaint

  Date:04/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/10/2024

  To whom it may concern,

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

  Thank you.

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/15/2024

  To whom it may concern,

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

  Thank you.

  Customer Answer

  Date: 04/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21529953
  
  I am rejecting this response because:
  
  I accept roughly a 15% price adjustment because I purchased a new item but received an open box item. I did not agree to a completely dysfunctional part which didnt present as dysfunctional until further examination. Its now a paperweight. This business mislead me and took full advantage of passing off their defective parts to me. This is beyond unethical.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/10/2024

  To whom it may concern,

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

  Thank you.

• Initial Complaint

  Date:03/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/28/2024

  To whom it may concern,

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

  Thank you.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/13/2024

  To whom it may concern,

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

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

  Thank you.

  Customer Answer

  Date: 03/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21398220
  
  I am rejecting this response because:

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

  
  

  Business Response

  Date: 03/21/2024

  To whom it may concern,

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

  This matter is considered resolved.

  Thank you.

  Customer Answer

  Date: 04/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/13/2024

  To whom it may concern,

  The consumer has been refunded.

  This matter is considered resolved.

  Customer Answer

  Date: 02/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  **** *******