Complaints

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

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  ExtremeTerrain.com

  600 Cedar Hollow Rd Paoli, PA 19301-1753

  
• 

  All Things Jeep

  20 Mill Street Suite 136 Pepperell, MA 01463

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/01/2024

  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 ordered wheels from this company and they immediately notified me that they could not complete the order. The was 2 weeks ago and I’ve contacted them several times to release my money with no response. I just want my money back

  Business Response

  Date: 01/09/2024

  To whom it may concern,

  The refund has been issued back in full to the consumer.

  Thank you.

• Initial Complaint

  Date:12/27/2023

  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.

  Extreme Terrain provided a store credit for $331.70 after I received damaged parts. I no longer own a **** due to safety issues with the vehicle, which was brand new. Extreme Terrain does not sell anything for my current vehicle and is refusing to refund my original payment method or even transfer the credit to a gift card so I can give it to someone else.

  Customer Answer

  Date: 01/09/2024

  Close complaint please. I resolved this myself. Thank you. 

  Business Response

  Date: 01/09/2024

  To whom it may concern,

  The consumer accepted the store credit mitigation on a previous order and has since placed a new order using the store credit that was issued.

  This matter is considered resolved.

• Initial Complaint

  Date:12/17/2023

  Type:Sales and Advertising 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 just encountered a rather troubling business practice by the company in question. I was trying to order the Barricade extreme hd grille guard; black, item number TU1038 listed for $389.99.When I went to the website it was listed for $955.89.When I asked them why the discrepancy they said they print the catalogs a year in advance. I then asked if they would honor the price they said no. When I ask to speak to the person who makes decisions they said no. When I asked them why they knowingly send out catalogs with the wrong prices they did not give me an answer. I then asked them to take me off their mailing list and remove all my information, to this they acted reluctant. This is a simple bait and switch that I believe is fraudulent a bares a great deal of investigation on your part. It's wrong and they know it but won't change their policies. Please see the catalog image and then see if the website seems right. Thank you.

  Business Response

  Date: 12/18/2023

  To whom it may concern,

  We can typically price match our catalog prices. When the consumer is ready to order they just have to call in to place the order with the item number and the catalog ID they see the price listed in. Catalog ID can be found on the back of the catalog, bottom right. The code highlighted in YELLOW. If the consumer provides this information to the agent, we can then provide a price match.

  Thank you.

  Customer Answer

  Date: 12/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21017319
  
  I am rejecting this response because:
  I asked for the business to price match the catalog price and was rejected out of hand, being told that they would in no way honor the catalog price. So this is simply a lie they are telling.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/31/2024

  To whom it may concern,

  Typically we can price match to our catalog. We just need the item number and the catalog ID for the catalog they see the price listed in. Catalog ID can be found on the back of the catalog, bottom right. The code highlighted in YELLOW. If the consumer provides this information to the agent, we can then provide a price match.

  
  Thank you.

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/12/2023 I placed an order totaling $1157.73 and was charged $1400.73, which I did not notice immediately. On 8/15/2023, I called customer service to ask for a price adjustment on one of the items purchased that I found online for half of the original price that I paid. Upon request, I sent them several emails with photos of the item I purchased and a link to the same item on ******, which was a car stereo. They finally agreed to honor me a portion of the value, which was $269.99. On the same call, I also made another purchase, which was an exchange for the rest of the original purchase, a set of 4 fender flares for my ****. Those items came individually boxed from the vendor, and were too flimsy to be road safe. The agent provided me with a series of emails to produce shipping labels. When I opened those emails, they had a warning that they were charging $20 shipping for each box. I called back and explained that it was not fair to be charged one third of the price of the faulty product just to ship it back. They offered to waive the shipping and sent me more emails with no warning about shipping and that provided me with return labels. When reviewing my bank statement after the returns were processed, I noticed that I was only given a partial refund and they did not refund the shipping. I called back and they told me they would send me an invoice that would explain everything. Upon receipt of invoice I found the original overcharge from 7/12, as well as the shipping discrepancy. I took all of the information to my bank manager and after careful review we opened a dispute. The company "settled" the dispute by claiming that the $269.99 price adjustment from 8/15 was the refund for the overcharge. My bank informed me that I need to file a claim here in order for this dispute to go any further. According to my bank's calculations and myself, they owe me $327.25.

  Business Response

  Date: 10/30/2023

  To whom it may concern,

  The consumer has spoken with a supervisor on 10/17/23 who has reviewed all the information in detail regarding the dispute the customer had submitted with their credit card company.

  Thank you.

   

• Initial Complaint

  Date:10/15/2023

  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.

  Around the middle of June, 2023, I ordered some parts for my jeep. I had wrecked it and thought I could just replace those parts. However, after further investigation, I found out there was far more damage and it would need to be turned into the insurance. The insurance company totaled the jeep. So I contacted H31303*36313339313033H and we came to an agreement that I could return the parts and get my money back instead of store credit since I no longer had the jeep. At this same time, my debit card that I used was hacked and canceled by the bank. So when they tried to credit the money back to the card, it wouldn't work so instead they issued me a store credit for around ****** which was far less than I paid them. A store credit does me no good since the jeep was totaled. I have made many many calls and emails to them over the last several months. Since my card was canceled, they can't issue the refund to my new card. I asked them to send me a check. Apparently, that is a huge process because I talked to Sierra * weeks ago and they still have not issued the check. And every time I communicate with them, they basically give me the run around about how hard it is to issue a check and how it takes a long time. It's bad enough that I paid ****** tothem and they only gave me a store credit for approximately ******. I would like a check issued to me for what they owe me. I do not have any reason to use store credit. Please , please help me.

  Customer Answer

  Date: 10/24/2023

  I just want to be clear that they will probably say that they issued a store credit.  The problem is that I have no use for a store credit and have asked them several times to issue a check.  They also said they tried to issue a refund to my card but the card was hacked around that time and I had to get a new card.  Again I have asked them several times to issue a check and have been told it had to be approved and then issued.  They took my name again and my mailing address to mail it to.  All they need to do is send me a check or money order for that matter.

  Business Response

  Date: 10/25/2023

  To whom it may concern,

  We are in the process of issuing a check for the consumer. Currently the funds are held on the account as a store credit, that is correct.

  When the check is processed the amount the consumer is seeing as a store credit will drop off.

  Checks can take 6-8 weeks to issue from the date they are requested.

   

  Thank you.

  Customer Answer

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a hard top for my **** from Extreme Terrain on 7/27/23. When I ordered, the product was listed as in stock and it would ship in 4-6 weeks. The shipping date kept getting extended until a customer service rep finally admitted this is a drop shipment (I had no idea) and they were out of stock and it was a supplier issue. I got fed up with waiting and requested the order be cancelled and refunded on 10/5/23. I received an email that same day (attached) saying I would have my refund by the end of the day on 10/10. And I have nothing. I have contacted customer service repeatedly and I get the run around and excuses. Complete lies and misrepresentation from this company. I want my refund immediately!!!

  Business Response

  Date: 10/19/2023

  To whom it may concern,

  This order was cancelled and the consumer has been fully refunded.

  Thank you.

• Initial Complaint

  Date:10/04/2023

  Type:Sales and Advertising 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 30, 2023, I received a catalog from Extreme Terrain. Seeing an item that I wanted, I called in on October 3, 2023 to place an order. The sales agent, *****, was eager enough to help but quoted a different price than what was listed in the catalog ... $250 more! Assuming this must be a mistake, I explained the price in the catalog and that the catalog was not outdated as I had just received it. I gave him the catalog code and after putting me on hold a few times he returns to tell me that Extreme Terrain will not honor the price in the catalog, in THEIR catalog. I asked to speak to a supervisor and was told someone would call me back. I insisted and eventually, ******, the supervisor, was able to speak to me. ****** explained to me they do not "price match". I would understand if the catalog was not their catalogue that they sent me 3 days ago. I asked to speak to a Supervisor and ****** would not transfer to anyone. He told me *******, his supervisor, would call me back but would not transfer me or give me a contact number for her. I am still waiting for a call back. Extreme Terrain will not/do not price match their own catalog. They advertised a product that is not for sale at the stated price. They intentionally lure in customers with an advertised price that they will not honor to force you to spend more money to get the same thing. This practice is bait and switch, clearly illegal and just bad business. Problem: Bait and Switch. Offered a product (Barricade 3.50-inch Bull bar with Skid Plate and 20-in LED Light Bar, Stainless Steel Item #TU1010) at a price ($149.99) and changed price ($399.99) without honoring price published.Resolution Wanted: Honor the advertised price of $149.99 for Item #TU1010.

  Business Response

  Date: 10/24/2023

  To whom it may concern,

  With the information provided we have been unable to locate an order that this review is in reference to.

  We have made an attempt to contact the consumer at the phone number provided.

  Thank you

  Customer Answer

  Date: 10/25/2023

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

  Yesterday, October 24, I received a voicemail from Extreme Terrain because they were researching my complaint, but could not find an order that was placed. 
  The order was not placed, because when I went to order the product, the price provided was $250 more. I wanted the price published in the catalog and escalated my issue to the supervisor, ******. ****** did not help me and said he would have his supervisor, ******* call me back. ******* never called me back. This was on October 18.
  

  Today, October 25, I called Extreme Terrain back and spoke to *******. ******* could not find any record of my call or issue. She could not find any account under the email address or the phone number.  I gave her the information of the people I spoke to.  She seemed to know who ****** was and put me on hold to speak to him. Apparently, today is an all-managers meeting and no one is available. ****** did however, tell ******* that he was going to give my information to ***************  ****** told me the same thing on October 18.

  There is still no resolution. There is no ticket number or reference number associated with my issue.
  
  Name on the Account:  *************************
  Email on the Account:  *************************
  ***'s Phone:  ************
  ******************* ********* Phone:  ************
  
  Regards,
  ***************************

  Business Response

  Date: 12/04/2023

  To whom it may concern,

  With the information provided we have been unable to locate an order that this review is in reference to.

  We have made an attempt to contact the consumer at the phone number provided.

  The consumer is welcome to contact us and provide us information to look up their account so we may assist.

  Thank you.

  Customer Answer

  Date: 12/26/2023

  Complaint: ********
  
  Extreme Terrain has never contacted me. 

  I contacted them on October 18th.  I spoke to ******. ****** told me ******* would call me back, but ******* never called me back.

  On October 25, I called Extreme Terrain back and spoke to *******. ******* attempted to contact ****** but he was unavailable to speak to me. ****** did however, tell ******* that he was going to give my information to *******.  ****** told me the same thing on October 18.

  ****** did not call me back.  ******* did not call me back.  No one from Extreme Terrain has made any attempt to contact me. 

  There is still no resolution.
  
  Name on the Account:  *** *********
  Email on the Account:  ***************@*****.com
  ***'s Phone:  ###-###-####
  **** ***** ********* Phone:  ###-###-####

  Business Response

  Date: 12/27/2023

  To whom it may concern,
  
  With the information provided we have been unable to locate an order that this review is in reference to.
  We have made an attempt to contact the consumer at the phone number provided previously.
  The consumer is welcome to contact us and provide us information to help us locate their account and order, so we may assist.
  
  Thank you.

  Customer Answer

  Date: 12/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  As mentioned in previous responses, there was no order placed.  When I attempted to make the order at the advertised price, Extreme Terrain was going to charge me a different price of $250 more.  The order was not placed, therefore they can not find the order.  They know that because I have told them that multiple times.  They are avoiding this complaint by saying they can not find the order.  The complaint I am filing is they advertised a product in their catalog and when I went to order the product, the price provided was $250 more. I wanted the price published in the catalog.
  
  
  
  Regards,
  
  
  
  **** *********
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The shipment arrived damaged, looking like there were pieces missing, and I rejected the shipment as per their guidelines. Customer service was generally unresponsive until I made multiple attempts to reach out to them. I agreed to have the item I ordered replaced. I went out of town and came home to find the original shipment delivered to my backyard, a trespass at that, in an even more mangled state with parts of it scatted around my backyard entrance. I never agreed to or schedule the second shipment, let alone agreed to just have the original damaged product redelivered in a mangled and scattered state. Completes unacceptable.

  Business Response

  Date: 10/05/2023

  To whom it may concern,

  The consumer contacted us to let us know a shipment was damaged and refused.

  We assisted the consumer by setting up a return and a replacement, that was the last contact with the consumer.

  The return of the damaged item and the replacement is currently in progress.

  Thank you.

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed a product that I bought from the company and while driving, 3 of the adhesives came off, causing the product to come loose. As this was a product installed on the exterior of my vehicle, it caused a potential major safety risk to myself and other drivers. When I raised this concern with the company, I was given a $30 "mitigation" which amounts to less than 30% if the purchase price

  Business Response

  Date: 10/05/2023

  To whom it may concern,

  The consumer contacted us to let us know this item that attaches to the exterior of the car fell off. This item uses adhesives to attach.

  An item like this must be attached to a clean dry surface. We apologized to the consumer but we can not issue a refund for something

  that is potentially an install error. This item when properly attached, will not come off.

  We offered mitigation and store credit to assist the consumer.

  This matter is considered resolved.

  Thank you.

  Customer Answer

  Date: 10/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  As stated on the phone, it was not due to an installation error, as I followed every step exactly as it was printed in the manual, INCLUDING ATTACHING TO A DRY CLEAN SURFACE.  It was clearly an issue with the adhesives used for this product, since I used a spare one that was included, again on a clean dry surface, without and weight or other materials hindering its adhesion and it fell off almost immediately. The "mitigation" offered by the company was laughable and borderline insulting given the amount spent on a defective product 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 10/17/2023

  To whom it may concern,
  
  The consumer contacted us to let us know this item fell off. This item uses adhesives to attach.

  When properly installed, the item does not come off.

  We offered mitigation and store credit to assist the consumer.
  

  This matter is considered resolved.
  Thank you.

  Customer Answer

  Date: 10/24/2023

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

  Company keeps blaming faulty installation but I followed the directions correctly, so the item itself is not designed properly 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/10/2023

  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 a complete seal kit for my **** doors item # ******-** for 119.99. Purchased August 8th, The kit was incomplete missing the lower inside and outside glass seals. Value 50$. Initial call to ******** was nice and was told I would recieve a call back in two days. No call came and contact with next rep three days later said they had no record of my call but she would help. I was told I would be contacted because this was a vendor problem and days went by before I get an email with draw a circle around the missing items. I replied with the image of the circled items twice. No further contact has been made with me. I sent a email requesting status and my reply was a question mark from ************

  Business Response

  Date: 09/25/2023

  To whom it may concern,

  An email has been sent to the consumer informing them that the missing felt pieces have been processed and the missing items will be shipping shortly.

  An email will also go out to the consumer providing the tracking number for this shipment.

  We advised the consumer to contact us if they have any further issues.

  This matter is considered resolved.

  Thank you.

  Customer Answer

  Date: 09/28/2023

  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. The company provided the missing pieces.  
  
  Regards,
  
  *************************