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

  
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  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:09/09/2023

  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.

  Purchased an item that was listed as "In Stock" with a ship/delivery date the following week on August 6th, 2023. Since originally purchasing the items (transmission pan) the ship date has been pushed out week after week with no notification from the seller (ExtremeTerrain,com). Every week this item still reflects as "In Stock" with an expected ship date of the following week on their website. It has now been almost 5 weeks and this item that was was charged for on August 7th still has not shipped. I have not been offered a refund or an option of canceling my order and I believe this violates a FTC rules as items are purchased with the idea that once charged for the item that the order would be fulfilled in a reasonable timeframe. Currently they are estimating it will ship by September 28th.

  Business Response

  Date: 09/21/2023

  To whom it may concern,

  We provided the consumer with the estimated ship date that the vendor has supplied us.

  We apologized to the consumer for the delay and offered a $20 store credit. We also provided the 

  consumer with the option to cancel their order for a refund. A supervisor has left the consumer a

  voicemail as well.

  Thank you.

  Customer Answer

  Date: 09/28/2023

  [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:

  It was over 6 weeks after the order was placed that I was offered to have my order refunded and was the 5th time I reached out to them regarding this order.  Each time I reached out to Extreme Terrain regarding my order, I checked their website and this item was continually marked as "In Stock" with a ship date, which again is false advertising and was reflected in the document I submitted the day I filed this complaint.  They consistently reassured me that my order was shipping soon.  A supervisor did give me a call and I didn't bother to call them back as I kept being told by Extreme Terrain that it wasn't their fault the item wasn't shipped, yet they still charged me for the item when it was not in stock and they had no idea when it would be available, nor was I notified at the time of purchase or anytime after that.

  Again, Extreme Terrain as a business was not acting on good faith and provided false information regarding availability of the products they are selling on their website.  With the customer service that I have received why would anyone want a 20% coupon off their next purchase with them, it's not like they offered a discount on the item they charged me for and couldn't provide.  It's been over 8 weeks now since they charged me for this item and as of this moment I still do not have this item in hand.  I have no intention of ever ordering from this business again as previously stated they provide false advertising, inaccurate information regarding their items they have in stock and take a "Not my fault" attitude even when they have charged a consumer for a product that they can't provide.  It would be different if they had it set as a pre-order or out of stock item but that is not what they did.  They are a business that acts on bad faith and consumers should be aware of this.
  
  Regards,
  
  ***********************************

  Business Response

  Date: 10/12/2023

  To whom it may concern,

  We provided the consumer with the estimated ship date that the vendor has supplied us.
  We apologized to the consumer for the delay and offered a $20 store credit. We also provided the consumer with the option to cancel their order for a refund.

  Thank you

  Customer Answer

  Date: 10/13/2023

  [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:  No where on their website does it state this is an estimated ship date.  I still stand by the fact this is FALSE advertising and is selling products under bad faith practice.  Extreme Terrain can't admit that and still claims it is an estimated ship date while claiming the item is "In Stock" even today when it is not and is backordered with the manufacturer.  Extreme Terrain should do better as an online retailer and should not operate under the thought that they are not responsible for knowingly providing false information.  Instead of offering a future discount when you can't fulfill an order that was already placed and was paid for, why not offer an apology or a discount off the current order that had been delayed with NO notification ever.  I understand the manufacturer may have delays but it is Extreme Terrain's responsibility as the seller to inform customers of these delays as they are the ones that I paid my money to for the item.  I was only offered to cancel my order about 6 weeks after the fact.  No time before that did Extreme Terrain offer to cancel and refund me for this order until I reached out to the manufacturer and received a date of when the items would be shipping.  I didn't cancel my order because I would had to wait even longer to receive the item I paid for 6 weeks prior.

  Repeating the same garbage that they offered a future discount of 20% and 6 weeks after collecting my money and not providing the product that I paid for is not an acceptable response to selling items under bad faith terms.  Ironically an apology would have gone a long way but they will never take responsibility as a seller that operates under bad faith.  I believe other consumers should be aware this is how this business is ran so they can place orders knowing how they choose to operate.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:08/25/2023

  Type:Billing 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: 8/25/23 Paid: $169.99 (plus $42.50)ExtremeTerrain.com offered several ways to pay for their products. I could either use my credit card or ******. I looked into their ****** option and saw three additional options. One option was to pay for the item in full. The second option was to use ****** and pay over a 12 month period. The third option was to do a 4-payment plan, each payment would be about $42.50. I chose the third option ($42.50 4-payment plan) and proceeded successfully to check out. There were no emails or notification stating that they did not accept the 4-payment plan. In less than an hour I checked my bank account and saw that extremeterrain.com charged me for both the $169.99 AND the $42.50. When I called the company directly, they said they don't offer the 4-payment plan for their products and proceeded to charge me the full amount without my authorization. When asked for a refund, the only option ExtremeTerrain.com could give me was to return the item once I received it. They also had no record of the $42.50 charge (which is currently pending in my bank account) and told me to call ****** directly. As an apology for charging me the full amount without my approval they gave me a $10 credit coupon. I am currently waiting for a response from ****** to see if I can cancel the payment plan but I don't know how long that will take. I'm worried that ****** will continue with the payment plan even though I've already paid for the item in full, against what I opted for.

  Business Response

  Date: 08/31/2023

  To whom it may concern,

  This order was paid for using ******. If the consumer chose a payment plan with ******, they would need to review that plan with ****** customer service.

  Thank you.

• Initial Complaint

  Date:08/04/2023

  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.

  Purchased ******* Cover for $278 in January of this year. ******* Cover came with very vague directions. I installed the ******* cover on much truck and drove it to Florida and back. When I returned to Ohio the cover literally snapped off of the back of my truck and I requested a refund/replacement from the company and they never called me. Just offered me a $10 voucher toward buying another cover and told me I was out of the 30 day return period and there was no warranty offered by them or manufacturer. So you can sell something for $300 that lasts a month or two and then have no liability to back the product. That's shady and represents a company taking advantage of people.

  Business Response

  Date: 08/15/2023

  To whom it may concern,

  This item is designed to attach to the bed rails with clamps and hardware that is provided.

  Consumer installed and used the item for several months after purchase. 

  Given the time that had passed since purchase and installation, we offered consumer $10 store credit.

  Thank you.

  Customer Answer

  Date: 08/26/2023

  It's that simple.  Their stuff lasts 2 months and its my fault.  They offer $10.  They have a 1 month warranty.  How terrible of service is that?  Its a $300 ******* cover and it lasts 2 months and they keep $300 and I get $10 voucher.  Not $10 back.  A voucher to buy more defective equipment.  The cover was attached to the bed rails.  It was defective and the plastic from the cover broke off because its cheap.  Luckily no one was hurt.

  Business Response

  Date: 09/21/2023

  To whom it may concern,

  Consumer installed and used the item for several months after purchase. 
  Given the time that had passed since purchase and installation, we offered consumer $10 store credit.

  This matter is considered resolved.

   

  Customer Answer

  Date: 09/25/2023

  [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:
  
  
  
  $300 ******* cover brakes within 2 months of purchase.  Company offers $10 voucher to buy another $300 ******* cover.  2 months.  The last ******* cover I purchased for my other truck lasted 5 years and was perfectly fine when I traded the vehicle.  The plastic breaks in 2 months on this one because it’s poorly manufactured and I get a $10 voucher to buy another one.  Just stand behind your product and replace it!  Shady business dealings.
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/12/2023

  To whom it may concern,

  Consumer installed and used the item for several months after purchase. 
  Given the time that had passed, we offered consumer $10 store credit.

  This matter is considered resolved.

• Initial Complaint

  Date:08/01/2023

  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.

  They have continuously and intentionally misrepresented the items they sell. The pictures I took are what I received. The screenshot I took is what I was supposed to receive.

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  Consumer contacted us about the item not meeting their expectations. We presented options to assist the consumer and they chose our mitigation option. Consumer chose to take store credit to use on a future purchase and keep the item.

  This has been resolved.

• Initial Complaint

  Date:07/26/2023

  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.

  Order No: ***-******** I ordered over $900 in parts. After receiving the parts and noticing the fitment was incorrect and for the wrong model of the vehicle, I applied for a return. I followed the return link on the website and followed the steps to return the items including sending the photos of the issues. The items were shipped back and received by Extreme Terrain. After numerous follow ups with the "chat with live agent" feature I was finally issued a partial refund. I've followed up via chat numerous times since the partial refund only to find out the final items left to refund has been sitting in their possession for 13 days. I was told the issue would be resolved by end of day 7/26/23. I also requested a call back from a manager with no success. Tonight a payment was submitted that I'm being charged interest on that's nonrefundable and this matter still hasn't been resolved. I called the company directly only to be insulted by the customer service rep stating I did everything wrong and I should've went to ***** and spent more hard earned money to ship the items back separately in their own packages individually. Why should I have to have my intelligence questioned/insulted and furthermore shell out more money to fix Extreme Terrains mistake. I'm beyond frustrated at this point with the amount of time and effort involved in trying to get refunded the last amount of $349.99 plus taxes and now daily interest fees from the lender. I'm personally distraught that I had to endure a 20 minute conversation being insulted and told I did everything wrong by a rep when I'm already upset about the issue taking so long to resolve and I followed every step required for a return through the website. This has been by far the worst experience I've had with what should've been an enjoyable experience. I want to be made whole on the refund and I will seek business elsewhere with a company that values customer experience and quality control as a core priority.

  Business Response

  Date: 08/15/2023

  To whom it may concern,

  Consumer has been fully refunded after the warehouse was able to determine all the items were sent back in one box.

  Thank you.

   

   

   

• Initial Complaint

  Date:07/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order *********** on Jul 9th and when it came time to select shipping the website stated that if I select 2 day shipping then the order would arrive Jul 11th. Jul 10th I received two emails stating that my order had shipped and the tracking number provided said they would be delivered on the 11th and the order never arrived. On the 12th I recieved an update on the tracking that the order would arrive but only have of it did. I contacted the company to request a refund for the shipping cost as they did not honor their advertisement of it arriving on the 11th and it didn't arrive in whole on the 12th either. The customer support person stated that the 2-day shipping will start on the day that they ship them, not on the date they were purchased. Which is directly contradictory to what they advertise. They knowingly use false advertisements to upcharge for delivery knowing most people will choose faster delivery since it is mostly **** and other SUV parts they sell because without them your vehicle will not work. In combination of them ceasing the use of false and misleading advertisements I would like my shipping refunded as even with their advertised practice and their actual practice the shipping was late. I have also included a picture that shows the advertised shipping practices they use.

  Business Response

  Date: 07/26/2023

  To Whom It May Concern, 
  
  Upon further review, we found the shipping to be delayed in this case. A refund in the amount of $7.99 has been issued back to the consumers original method of payment. They can expect to see the refund within the next 3-5 business days depending on their financial institution. 

  Thank you, 

  Customer Answer

  Date: 07/27/2023

  [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: ********
  
  I am rejecting this response because it does not recognize nor does it acknowledge if any what the business is going to do about their blatant false advertising. 
  
  Regards,
  
  ***********************************
  

  Customer Answer

  Date: 08/21/2023

  How is the blatant false advertising not seen as an issue when it is a flagrant violation of federal law which states "When consumers see or hear an advertisement, whether it's on the Internet, radio or television, or anywhere else, federal law says that ad must be truthful, not misleading, and, when appropriate, backed by scientific evidence." This is clearly a misleading advertisement campaign being conducted by the accused company. 

• Initial Complaint

  Date:06/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 products at $199 plus tax each. The company only shipped me one part and made purchase an additional 3 part in order for me to get the 2 parts I needed. I uploaded my invoices where you will find I paid for 2. Then when my two did not arrive I had to call, the mgr was rude and unhelpful stating policy this and and that then told me if I wanted to receive the 2 in time I had to purchase a 3rd! What kind of business is this? Zero customer service or credibility!

  Customer Answer

  Date: 07/26/2023

  No the company did not address this issue. I had to purchase an extra product then return one once they finally shipped my original order. 

  Business Response

  Date: 08/09/2023

  To whom it may concern,

  The shocks are are individually priced. The consumer ordered 2 shocks that shipped out at separate times. A supervisor spoke with consumer and provided store credit vouchers as an apology for the situation. Supervisor also covered the cost of a return tag on one of the items. Consumer has received both shocks ordered. This matter is resolved.

  Thank you.

• Initial Complaint

  Date:06/10/2023

  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.

  Website sold me incorrect product as part of a wheel and tire package. I entered my vehicle information, and they offered these as compatible. Nothing said they weren't during the ordering process within the package options. These are TPMS sensors, and I started looking into it after the wheels were already installed on my vehicle. When I went back to the website and clicked the link for the item as an individual, then the website told me they weren't compatible with my vehicle. Customer Service blamed me, and told me I could return them. I don't have the equipment to remove a tpms sensor, and it costs money to have someone else do it. I wanted them to send me replacements and pay for a local shop to swap them out, but they refused. Their final offer to "fix" the situation was to have me return all 5 tires and rims, which is ridiculous and would cost more than the solution I offered. Upon reading other reviews, it seems they do this kind of thing all the time. The reviews on their own website prove this, yet they have not fixed their website's selection process for tire packages. Unbelievable, and worst customer service ever. Fri June 2, 2023 Order No: **-********

  Business Response

  Date: 07/17/2023

  To Whom It May Concern, 
  
  The consumer was provided multiple options for TPMS sensors during online purchase. Each set of sensors is specific to a year range, which must be selected. The consumer returned the incorrect TPMS sensors purchased and was refunded in the amount of $184.76 on June 27, 2023. 

  Given the circumstances, we have also refunded the customer a mount and balance amount to help offset the cost of purchasing new sensors and a new mount and balance. This was issued today, July 17, 2023, in the amount of $185.49. We did attempt to make contact with the consumer regarding this refund amount, but the phone number on file is no longer valid. We will continue to attempt to make contact. 

  Thank you, 

  Customer Answer

  Date: 07/17/2023

  [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. I also wanted to add that all of this was unnecessary, and their customer service needs work. This all could have been resolved more easily.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for two items. The put the wrong address and I never received the items and they wont give me a credit. I paid for the items with ****** and ***** and extreme tarrine could not change the address. I never received the items and no one will give me a credit.

  Business Response

  Date: 06/21/2023

  To Whom It May Concern, 
  
  The consumer placed an order on 05/18/2023. The order was shipped to the address provided at the time of the order and two packages are confirmed delivered on 05/20/2023 and 05/22/2023.  A return to sender request was submitted, but unsuccessful in intercepting the order prior to delivery. Since the address was delivered to the address provided at the time of the order, ***** will not entertain a claim and we are unable to assist any further. 

  Thank you, 

  Customer Answer

  Date: 07/06/2023

  [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:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/23/2023

  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.

  On April 29th, 2023, I placed an order online from the business “Extreme Terrain.” The order was for a bumper and sunshade, in the amount of $782.98 (order # **-********). Within about 1-5-2 hours, I realized the package was being sent to an old address in California. I sold that house 2/2021. I immediately contacted Extreme Terrain, and advised them not to send the package to that address, and provided them with my new address. They told me they couldn’t change the address (odd), but would send ***** a message to re-route the items. I was told that in the event the items still went to California, the company would “figure something out,” that the items would be considered “lost” since I gave them PLENTY of time to stop the package, and they would send me new items. The order was not received by ***** until the following day—4/30/2023. My order was never cancelled or re-routed, and was ultimately delivered to the address that I specifically told them not to go to. I called the company again, and was told they were going to consider the package lost and send me new items to my current address in Tennessee. A few days passed, and I received an email stating they would not send items and I was out of luck, even though I was told multiple times I would receive new items due to me giving them plenty of notice not to send the items to California. Main points: -I notified the company of the wrong address within 1.5-2 hrs. -The items hadn’t even left the warehouse at that point. -Had the business told me I would be out the money if the packages were sent to California, I would’ve cancelled the order. -I DIDN’T cancel since the business TOLD ME I WOULD BE OK and new items would be sent. I am now out nearly $800 based on what the business told me, and they are refusing to make the issue right. All of this is in the business’ notes.

  Business Response

  Date: 06/07/2023

  To Whom It May Concern, 
  The consumers original order was placed online and shipped to the address provided at that time, 04/29/2023. The consumer did contact us on the same date in an attempt to update the shipping address, but the order was already in the shipping process. We did submit a request with ***** in an attempt to update the address, but the attempt was unsuccessful. 

  We then attempted a lost package claim on 05/08/2023, which was denied because the order was shipped and delivered to the address provided at the time of the order. This was explained to the consumer by multiple agents and Supervisors. The consumer was also offered a $100 store credit for the inconvenience, which they did not accept. We are unable to assist any further with this matter. 

  Thank you,