ComplaintsforCar Covers.com

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Initial Complaint
10/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Car cover was way to big, and it was guaranteed to fit. When I returned the cover they didn't refund all my money and keep a 15% restocking fee. I emailed them and showed them that it was guaranteed to fit and I shouldn't be charged a restocking fee. When I showed them their policy that's on their website they changed their story and said the cover was dirty. The cover was band new and was not dirty at all. I know something like this was going to happen with this company so I took pictures of the cover with everything that came in the package before I sealed the box and sent it back. For what they sent me you can buy the same cheap cover on Amazon for $50 instead of $253. Totally a rip off and scam, don't waste your money or time.
Business response
10/03/2023
Hello,

We are sorry to hear that the cover you received was not satisfactory,

Looking into this, it looks like our team provided a free return label to return your cover for a refund.

When the item was received and inspected in our warehouse, it was in a "dirty" condition. This can mean anything from tire marks, brake dust, or other grease / grime from the underbody of the truck may have been visible on the inside of the cover lining. For any of these instances, we try our best to clean the cover, as we take careful consideration when assessing the condition of the cover and try our best to prevent deductions from refund amounts.. If the cover cannot be fully cleaned then a restocking fee is deducted from the refund.

If you have any other questions or concerns, please reach out to our customer support team by either calling ************, visiting us online and utilizing our live chat, or email us at [email protected].

Thank you,

**********
CarCovers.com Customer Support
Customer response
10/04/2023

Complaint: 20686373

I am rejecting this response because: they originally said it was just a restocking fee but then changed their story when i showed them that it was guaranteed to fit and it didn't fit.I asked them to provide pictures of the dirt on the car cover and they said they couldn't provide pictures.

Sincerely,

*************************
Business response
10/04/2023
Hello,

Thank you for sharing your concerns.

Our returns department thoroughly inspects each cover, however, photos of the cover condition upon inspection are not available and are not part of the inspection process. The refund amount processed is the final amount based upon the physical inspection of the condition of the cover.

If you have any other questions or concerns, please reach out to our customer support team by either calling ************, visiting us online and utilizing our live chat, or email us at [email protected].

Thank you,

Matt K
CarCovers.com Customer Support
Customer response
10/05/2023

Complaint: 20686373

I am rejecting this response because: they cannot provide proof that the cover was dirty, and it wasn't!!!

Sincerely,

*************************
Business response
10/05/2023
Hello *************************,

The refund amount is final based upon the inspection of the cover, at this time we are unable to provide any further refunds.

If you have any other questions or concerns, please reach out to our customer support team by either calling ************, visiting us online and utilizing our live chat, or email us at [email protected].

Thank you,

**********
CarCovers.com Customer Support
Customer response
10/05/2023

Complaint: 20686373

I am rejecting this response because: I'm not satisfied!!!!!!!

Sincerely,

*************************
Initial Complaint
09/26/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought their platinum weatherproof car cover in July. The *********** use on September 23rd to 24th after raining the car had standing water under the cover. They said its not waterproof. Their sales literature should state that. I would of bought a different cover.
Business response
09/29/2023
Hello,

We are sorry to hear that the cover was not satisfactory.

Our covers, while not 100% waterproof, are designed to be breathable to allow for evaporation of any moisture or condensation/dew. This prevents multiple issues such as mold, mildew, and rust normally caused by trapped moisture.

If you have any further questions or concerns, please always feel free to reach out to customer support either through chat, email ([email protected]) or phone - ************.

Thank you,

**********
CarCovers.com Customer Support
Customer response
09/30/2023

Complaint: 20656719

I am rejecting this response because: their ad let you believe the cover is waterproof or slight seeping at the seams As my 1st pictures showed there was excessive water that **** straight through the material.

Sincerely,

*********************************
Business response
10/03/2023
Hello,

Thank you for sharing pictures of the cover. All of our outdoor covers are water resistant, not 100% waterproof as full waterproofing may lead to trapped moisture or condensation.

Since the order is outside of the return policy, unfortunately a return cannot be accepted. If you have any further questions or concerns, please always feel free to reach out to customer support either through chat, email ([email protected]) or phone - ************.

Thank you,

Matt K
CarCovers.com Customer Support
Customer response
10/04/2023

Complaint: 20656719

I am rejecting this response because: their water resistant answer is BS. Look at their claims in the sales literature. If the BBB cant get them to see their issue then just leave them as a non reputable company on your site and I will continue to show the lack of quality in their product everywhere I can.

Sincerely,

*********************************
Initial Complaint
09/11/2023
Complaint Type:
Product Issues
Status:
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.
I purchased a car cover to fit my 2014 ****** Avalon order # **********. The sides did not fit the car, if you pull it to one side the other side is shorter. They advertise a guarantee to fit, if they send you the wrong size no charge for shipping. I emailed them pictures of the fit which is required by them. The company charged me a restocking fee and charged me for shipping a total of $54.00. They said the car cover was dirty, no proof of that. I washed my car before attempting to put this on. I believe this is a scam, once you open the package it's considered to be used. Also, they sent me another car cover that did not belong to me. It was for a man in ************ (****************) I was honest and emailed them letting them know they need to pick this up and I will not be dropping it off at the Fed Ex store. I could have kept this car cover that did not belong to me. I spoke to the customer service manager ******** and he would not give me a full refund in the restocking fee and shipping. They received the return on 8/28/23 and I have not received my credit yet. I will have to dispute the full charge with my bank card. The car cover is a poor fit. This is a SCAM.
Business response
09/12/2023
Hello *************************,

Thank you for reaching out regarding your recent order.

We apologize that the cover was not satisfactory. Looking into this issue, I see the cover was returned and a refund was issued to your original form of payment. At this time the refund is complete, and any disputes filed on any remaining funds will be handled by your issuing bank. If you have any further questions please coordinate with your bank for the most up to date information.

Thank you,

**********
CarCovers.com Customer Support
Initial Complaint
09/01/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
The front of the cover leaks bad not just pores that leak a little moisture. My car hood was soaked in the same places when it rained different times. The cover isnt just breathable
Business response
09/12/2023
Hello,

Unfortunately it appears you have filed a claim for the wrong company.

We cannot locate an order matching your information. Please review your records and ensure you are reaching the correct company.

Thank you,

**********
CarCovers.com
Initial Complaint
06/02/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered a car cover from this company on May 5, 2023 and according to their e-mail I should get in within 3 weeks. I e-mailed them after 3 weeks that I did not receive the car cover yet and their response was it has a label but not shipped yet. So, I responded to cancel my order and refund me. They e-mailed me that the item was shipped but when I tried to track it I found out that it was not shipped yet. I finally got a e-mail that it was shipped with a tracking number but when I checked I found out that it was not shipped. I have never had any response about my refund.
Business response
06/08/2023
Hello,

Thank you for contacting us regarding the delayed delivery of your item.

We are sorry to hear about the delays you experienced. Looking into this for you, it looks like the item was reshipped on June 2nd, 2023, and successfully delivered on June 5th.

As for the delay on the first shipment, looking at the tracking activity itself it is unclear what happened. It may have been lost by the postal carrier in some point of the dispatching of the process. Again, we are sorry for the delays in receiving your order. If you have any questions or concerns in the future, please do not hesitate to reach out to our support team at [email protected] or call us at ************. We will be happy to assist you.

Thank you,

**********
CarCovers.com Customer Support
************
Customer response
06/08/2023

Complaint: 20138076

I am rejecting this response because: Car Cover assured me that living in ****** I can expect 1-3 weeks to receive my cover. After 3 weeks I notified Car Cover about not receiving my item. I had no response from them so I e-mailed them to cancel my order and to give me a refund. Again, no response. This all transpired in the month of May. Then on June 2 I receive a e-mail that the item was shipped and that I should get it on June 5, which I did. All of a sudden It took 3 days for me to get my cover. I cannot trust this company. I still want my refund and will ship the item back to them at their expense.

Sincerely,
*****************************
*****************************
Initial Complaint
05/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I chose to purchase a premium cover. At a very very premium price of just shy $400. The material has deteriorating problems. Separation of the material by 5 feet long. In many many spots. This cover is used to protect my side by side. It's cinched down properly. Nice and snug without being ****** tight and sits out in the open at our seasonal campsite far way from any trees or anything that could fall and or drag onto the cover itself causing this issue.It appears as if " warranty" doesn't mean anything and sure as h*** doesn't offer anymore than face value of making it appear as if you're in good hands so you proceed to checkout and give them your money.I'm noticing a trend with the complaints all on the same thing. Getting what they paid for.I No longer want an exchange. I want 90% of my $400 back. Terrible customer service.If a potential would be customer happens to see this. Do yourself a favor and steer clear of this company. They've got lifetime warranty plastered all over the website. But I can fully assure you it's purely false advertising.
Business response
06/12/2023
Hello,

Thank you for contacting us regarding your recent warranty claim.

My apologies that the resolution of the claim was not satisfactory. The item you purchased has a lifetime warranty. Please note, while the warranty claim was denied at this time, a warranty claim can always be reopened in the future.

Looking into this for you, it appears that the cover has ripped at the top. Under our warranty policy, we do not cover material hips, however, we do cover premature breakdown and deterioration. If the issues you are experiencing are related to deterioration, we welcome you to open a new claim at any time. With pictures being accepted for warranty claims, at times we cannot fully determine the cause without seeing the cover in person. Under the warranty claim process, you are able to send in pictures or mail the cover back to our warehouse for inspection. For future warranty claims, it may be best to mail the cover in for inspection in order for the warranty department to make the best determination.

If you have any questions or concerns, please do not hesitate to reach out to us at [email protected] or call ************.

Thank you,

**********
CarCovers.com Customer Support
************
Customer response
06/12/2023

Complaint: 20125903

I am rejecting this response because: it has multiple tears from the material degrading and deteriorating in multiple locations. Not from tugging, pulling or any object scrapping and catching onto the material causing it to tear. The material separated. Because of very poor quality and substandard materials being used.

Sincerely,

*****************************
Initial Complaint
04/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a bike cover and it has torn they won't stand behind there lifetime warranty
Business response
04/17/2023
Hello,

Thank you for reaching out regarding your warranty claim.

Looking into this matter, I see the warranty claim is currently open, and our support team is requesting some additional information to complete your claim. Please reply through email back to our support team regarding your warranty to proceed. Our team will be happy to assist you there as well as with any additional questions you may have.

Thank you,
**********
CarCovers.com
Initial Complaint
04/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought Platinum Shield Car Cover for my Porsche in 2020 which is parked outside. I also, ordered the "Gust Strap Wind Protector". I paid $207 for the whole kit.The clips for the straps only lasted 6 months, they are made out of cheap plastic that can't handle to cold weather. I got them replaced, but they keep on breaking (they only lasting 6 months (if that)). The Strap only lasted 14 months, both of them stretched out some much that it did hold the cover down. I went to ********** and replaced them with much better quality ones. The lock and cable started to rust after one month. The lock stopped working after 6 months and cable is still putting rust marks all over the car cover.Now, the problem with the Platinum cover:1) It's not water proof, it still lets water through. In the winter the cover will stick to the cold metal of the car. 2) After 12 months the cover started to deteriorate. The lining started to separate from the top cover. Which caused tears and holes in the cover. After just 24 months I have over 20 tears and holes in the cover.3) The cover has green mold on it and I can't wash it because the cover will separate more. CarCovers.com Warranty: They want me to pay to have the cover shipped to them. They will take up to 30 days to inspect it. Then if they replace the cover or not I have to pay to have it shipped to me. The worst part is that when they receive the cover, if I contact them about the cover they will delay my claim. Here's the quote from their email: " Emailing before the 30 business days have passed will cause the ticket to be pushed to the back of the queue.".
Business response
04/05/2023
Hello,

Our apologies for the issues you have experienced with your order. We will be happy to assist you in resolving this matter.

Looking into this, it looks like a warranty claim was opened on Monday, 4/3/2023.

Please follow the instructions contained in the email sent on Tuesday, 4/4/2023 to complete your warranty claim. We accept pictures via email, and you do have a choice to either send pictures or return the cover to our location for inspection. In the email, we also will need to confirm some details on the cover in order to proceed.

If you have any further questions or concerns, please feel free to reach out to our support team at [email protected], phone at ************, or through live chat.

Thank you,

**********
CarCovers.com
Initial Complaint
03/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
About 4 years ago I purchased a Platinum Car cover for my **** ******* Continental from Car Covers.com for around $200.00. I understand that a breathable cover will allow some moisture come through and to dry which brings me to my problem. I use this cover only during the summer months and the first year a very little water came through the cover on rainy days. I thought this was great! Starting last year, the car was soaked with water after rain and this year so far the car in is really soaked after rain. It seems as if the cover is breaking down allowing more water come through as it ages. The cover looks fine with no rips or tears, I wrote a letter of complaint last year to Car Covers and never heard back from them. I called them today and was told there was nothing they could do about this problem and they had never heard of this before. My complaint is not because the cover is breathable. The problem is that the cover became more porous only after two years of use. Hopefully I received a defective cover and they are not all this way. I would like Car Cover to replace my cover because this one will not protect my car from weather as their advertising says it will. This cover is suppose to have a Life Time warranty.Thanks ****
Business response
04/11/2023
Hello,

Thank you for reaching out -- we are sorry to hear about the issues you have experienced with the cover.

As for a warranty, we would be happy to open a claim and look into this issue further. In a separate email we will send information on how to start a warranty claim.

Please note that we do not offer fully waterproof covers. All of our outdoor covers are breathable, which *** allow some moisture through. The breathability of the material allows for evaporation which will prevent mold, mildew, and rust. However, if your cover is showing visible deterioration then that is something that *** be covered under warranty.

If you have any further questions, please always feel free to reach out to our customer support team at support@*************************, live chat on our website, or call us at ************.

Thank you,

**********
CarCovers.com
************
Initial Complaint
03/09/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When I purchased the car cover it came with a lifefime warranty. It did not say I had to pay shipping on a defective replacement cover. I'm now told since the cover now comes from ****** I have to pay a $30 shipping charge to get my "free replacement cover". I want my free replacement under the warranty and not have to pay this "new" charge of $30 since when I purchased the cover it "never" said I had to pay a shipping charge. It appears this new charge is to help pay for the "free" replacement. I've tried to get my "free" replacement without paying this "new" charge, this company refuses. I'm seeking my new replacement cover without having to pay this new $30 charge. I sent pictures of the problems with the cover to this company.
Business response
03/20/2023
Hello,

Our apologies, it appears you have filed a complaint against the wrong company.

The order number you provided is not generated by our system. It may be a number of competitors such as

www.CarScover.com
www.CarCover.com
www.CarAutoCovers.com

Please review your records to ensure you are reaching the correct company. Also, please remove this complaint at your earliest convenience. I hope you are able to reach a resolution with the issue you are experiencing.

Thank you,

**********
CarCovers.com
************
Customer response
03/21/2023
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.

Sincerely,

***********************

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