Bart P.

Extreme Terrain sold me a BRAND NEW lift kit for my vehicle. I had it shipped directly to my mechanic. They sent USED PARTS in a re-taped box and the kit was incomplete. It was missing several parts which I had to pay my mechanic to get. Also missing were the installation directions for my mechanic. My mechanic informed me, and I immediately called Extreme Terrain. I was assured repeatedly by the Extreme Terrain customer service reps that they would reimburse me the price difference between the new parts (which I paid for) and the used parts (which were sent), as well as the cost of the missing parts and the extra labor costs for my mechanic who was assembling this without instructions. They said to go ahead and install the parts, and asked me to provide a letter from my mechanic detailing all of the issues with the kit and parts. I did just that. After several phone calls to Extreme Terrain (and waiting on hold for hours), I was told that they would offer me $49 in "store credit"! The cost of the missing parts was more than $49. Not to mention that I paid for a NEW kit, not a USED kit that was repacked in a taped-up old box. The additional costs to me for the missing parts and my mechanic's additional labor was about $200. The fact that the parts that were in the box were used should also warrant some reimbursement. Extreme Terrain refused anything further, so I had no choice but to dispute my purchase with my credit card company. Now 2 months later they send me an email asking me to return the parts for a full refund. These guys know that I have already had the parts installed and I can't return them. They are going to try to provide this information (the fact that I didn't return the parts) as an excuse to have my dispute dropped. Very unethical and amoral.

I read the "merchant comments" listed on the literature sent by Citi to me. These merchant comments are not accurate, and in several instances are lies. The rendition of the events that took place by the merchant is false. The merchant has fabricated details of the transaction in an attempt to "win" this dispute. In addition, THE MERCHANT DID NOT EVEN DISPUTE THE FACT THAT AN INCOMPLETE SUSPENSION KIT WAS SENT AND THAT THE KIT WAS USED. That should be very telling. I purchased a NEW suspension kit complete will all the parts needed.

Here are some key details in chronological order:

11/13/2020: I purchased a 2.5" suspension lift kit from an online merchant, Extreme Terrain (extremeterrain.com). I had the merchant send the lift kit directly to my mechanic.

11/20/2020: The suspension kit was scheduled to arrive at my mechanic's garage on 11/21/2020. So I dropped my car off at my mechanic's garage the evening before, on 11/20/2020.

11/21/2020: My mechanic, Richard Walsh at Autolocators of Texas, called me to inform me that the lift kit had arrived, but that the box containing the kit and parts was a used box, re-taped together and showing obvious signs of having been opened and then attempted to be re-sealed. Added, my mechanic says that several parts are missing. These are in fact necessary parts in ALL suspension kits, and were supposed to be included in the kit. My mechanic has experience with installing suspension lifts, and every kit that he has done includes these essential parts. (The claim by the merchant in their correspondence with Citi stating that these parts are not included is a blatant lie. These parts in question are provided in ALL suspension lift kits.)

I immediately called the merchant, Extreme Terrain on 11/21/2020. I spoke to Extreme Terrain customer service rep, Charles Staso. I explained the issues with the lift kit. He apologized and acknowledged that this happens occasionally. But he agrees that it is inappropriate and financial reparations will be made by Extreme Terrain. He GUARANTEES me that Extreme Terrain "will take care of me". He asks that I submit a letter from my mechanic detailing all of the issues, including the used condition of the box and parts, as well as the missing parts (including the missing instruction manual). I told Mr. Staso that I needed my car, and I asked if I would need to return the parts. He said, "no, I understand that you need to have the use of your car. So have your mechanic install the parts and augment the missing parts with what he can purchase separately. We at Extreme Terrain will reimburse you for 1. The missing parts, 2. The used nature of the kit being that you purchased a new kit from Extreme Terrain, and 3. The excess labor and time incurred by your mechanic". I said ok. I phoned my merchant and told him to install the kit and augment with parts that he could purchase.

11/30/2020: I called Extreme Terrain to discuss my refund and to let them know that I had obtained the requested letter from my mechanic. I spoke with Extreme Terrain customer service rep Jeff Shoolbraid. He again confirmed what was told to me by the other customer service rep, Charles Staso. Jeff sent me an email to which I was to send my mechanic's letter. I sent the letter via email that same day. Citi has a copy of this letter from my mechanic.

12/1/2020: I contacted Extreme Terrain and spoke to two different customer service reps, Sian Depaz and Sidney Hartford regarding the status of my refund and to confirm that they had received my email with my mechanic's letter. They confirmed that they had received the email and letter. At this time, I was only offered a $49 store credit, which I refused. The financial disparity between what I paid for and what I received is much greater than &49. Added, I did not want store credit. I was told that they would not offer me more. I notified them that I would be disputing this with my credit card company.

1/7/2031: I received an email from Extreme Terrain with a return label. Obviously Extreme Terrain knows that my purchase was for mechanical parts that go on my car, and are necessary for it to run. And obviously Extreme Terrain knows that customers need their vehicles as modes of transportation. Sending me a return label 2 months after the purchase of the suspension kit is a disingenuous attempt by Extreme Terrain to say that they offered me to return the product for a refund. Obviously I cannot return the parts. I had to have them installed (along with the other parts which were supposed to be included but were not) so that I could have use of my car. And the customer service reps at Extreme Terrain know this. They know that I had to have the parts installed, and I was even told by them to do so in November. And yet 2 months later they send me a request to return the products after I filed the dispute and they were contacted by my credit card company. This is Extreme Terrain's dishonest attempt to cover their bases. I should also add that once I notified Extreme Terrain about the problems with the suspension lift kit, subsequent communication with Extreme Terrain was met with very long hold times (usually over an hour), frequent call disconnections, and "We will have to talk to someone in the warehouse and call you back". And of course I was never called back by anyone at Extreme Terrain. This company is a fly-by-night scam that uses drop shipping without regard to product quality or customer satisfaction.