ComplaintsforCar Covers.com

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased car cover and my vinyl matte wrap was ruined by chemicals in car cover. I contacted customer service and was told I would get a full refund. All I have received is a copy of original invoice. I've called six times in a month to no avail. I have copies of original emails stating they would issue a full refund and an apology. It's been over a month and still no check .

  Business response

  12/14/2021

  Hello,
  
  We are sorry to hear about the issues you experienced. 
  
  I have looked into this issue for you and I see that we were unable to provide an electronic refund. For that reason, we needed to send a manual check. Check refund processing times are greatly impacted by our current remote working environment, our apologies for the unusually long wait that you experienced.
  
  Our accounting department confirmed that your check has been mailed. Please expect delivery within 1 week via mail. 
  
  If you have any questions or concerns in the future, please let us know by contacting [email protected] or calling ************.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************ 

  Customer response

  12/15/2021

  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,
  
  *****************************

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Indoor Black Satan car cover from this company on 10/26/21. At the time of the order, the system asked me for the year, make, model of the car which I supplied. I also paid for expedited order/shipping which the system claimed they would have the order shipped that day. I received an email shortly thereafter saying the Black Satin car cover was on back order and would be available within 1-2 weeks. They offered me a "free" upgrade if I wanted to a Platinum Exterior cover. I called customer service and spoke to a young lady named Caileen, to discuss it and as such, I accepted the offer. The car cover arrived at my house via *** on 11/2/21. I immediately tried to fit the cover onto the car and noticed that front to back it fit but side to side it didn't. So, I called customer service and again spoke to Caileen who had me take pictures of the cover to send to her via email, which I did. She told me that she would send it to the "fitting" department for them to decide which cover to send me. After not hearing back from them in several days, I made another phone call. Again, I spoke to Caileen who apologized and said, after checking, that the cover they were going to send me, was back ordered. At that time, which was November 9th, I told Caileen I wanted to return the car cover and get a full refund which the company's website said was their policy stated in their return/cancellation policy. Since that time, I have spoken with Caileen and two other CSRs since no RMA or *** label arrived in my email inbox. I have been told that they are having troubles with their system and are having their "technical" department check into the matter. This matter has been reported to my credit card company (Chase) and the charge(s) have been disputed. I want a *** shipping label and a full refund for the $202.48 (the car cover and expedited shipping amount) and the $1.07 charge for the shipping of the "free upgrade". The cover is ready to be returned ASAP.

  Business response

  11/15/2021

  Hello,
  
  We are sorry to hear about the frustration you experienced with your recent order.
  
  The Black Satin Shield is currently under high demand, and we are doing our best to ensure stock is replenished in a timely manner. It appears that the cover that was sent to you as an upgrade was not the correct size, our apologies for the mistake. A return label has been sent and it does appear you are currently in the process of mailing the item back for a refund.
  
  Please note that because the transaction is now under a dispute, there may be delays in the processing of the refund beyond our control. We will do our best to move the dispute process along promptly to the best of our ability, but we cannot guarantee an exact date of the refund since the dispute needs to be fully resolved before a refund can be made.
  
  For any questions related to your refund, please direct those questions to the bank you opened the dispute with, as we will have no access to the funds while under dispute.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  11/15/2021

   
  Complaint: 16122228
  
  I am rejecting this response because:

  Car cover was returned, was received at your loading doc, *** verifies this. You misstated why we are at this juncture.  The problem was not in the originally satin indoor car cover that was on back order. The problem arose when your company sent me a supposed "upgraded" indoor/outdoor car cover as a free upgrade that arrived promptly and did not fit the car. The problem continued when I was told that the car cover that would fit my car was back ordered.  And that is just weird. My car is not a special size and your company was not shipping me a custom car cover.  So, I will accept a response from you when a refund is issued.  Meanwhile my credit card company has been this charge in dispute and I will be updating them as to the status here.  

  
  
  Sincerely,
  
  ***********************

  Business response

  11/16/2021

  Hello,
  
  Thank you for your reply and update on the returned item.
  
  Please continue to work through the dispute with your credit card company and seek updates through the dispute portal on their end if applicable. Once the dispute is resolved, we will be able to issue a refund back to the original form of payment. Until the dispute is resolved, we have no control over the funds that are tied ** in dispute.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a car cover for $233.44 that was listed as in stock and next day shipping. I was charged through PayPal immediately. Next day I received an email saying it was on back order. When I responded asking for a refund, I was responded to with them stating they would email me within 3 days. I called and waited on hold for 30 minutes and then was disconnected. I filed a dispute with pay PayPal and finally contacted car covers. They said I had to cancel the dispute BEFORE they would refund. Item still shows in stock and the last representative from car covers told me that they have the material, just not the cover. Again, I was told to cancel the PayPal dispute and then I would get a refund. If I cancel the dispute as they are demanding, I will have no way of having the $233.00 refunded. One of the online virtual assistants told me I was scamming them! I have emails saved, screenshots of virtual conversations and recorded voice conversations.

  Business response

  11/03/2021

  Hello,
  
  We are very sorry to hear of the issues you experienced with your order.
  
  Looking into this, I see that the dispute was closed yesterday, 11/2/2021. As the dispute is now resolved, you should see the funds returned in your bank account within 1-2 business days.
  
  If you have any follow-up questions, we are happy to help - ************ or email [email protected].
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased several car covers from Carcovers.com in the past. Recently I have to file a warranty claim for one of my car covers which has deteriorated. I spoke to a **************** representative prior to filing my claim and I was told in my phone conversation that I have "six warranty claims available to me should I ever need to file a warranty claim". After I filed my claim (via email) I received a response that I must provide an "Order Number" or my claim will not be honored.I have provided as much information as I can, (photos, personal information, etc.) and I am very disappointed that Carcovers.com is having me jump through many hoops. As I said, they have my name and purchase history on file and they were able to pull up my information when I spoke to them. At this point I believe Carcovers.com is finding excuses not to honor my warranty claim. I do not have the "Order Number" they are requesting because it was purchased many years ago.

  Business response

  08/30/2021

  Hello,
  
  Our apologies, it appears you have filed a complaint against the wrong company.
  
  We are unable to find any records of a purchase under your name. You may have purchased from a number of companies below:
  
  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. 
  
  BBB - Please remove this complaint at your earliest convenience.
  
  Thank you,
  
  Matt K
  CarCovers.com
  ************

• Initial Complaint

  08/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/23/21 I contacted carcover, letting them know that they shipped me the wrong replacement cover for my truck. After email exchanges they agreed to send me a replacement cover and they would cover the shipping. But after numerous emails and phone calls to the warranty department and customer service. They said that I had two options. First, they would refund me 30% of the ***** I paid for the shipping fees and I keep the cover. Second, I ship the cover back to them and they would refund me the ***** I paid for shipping it. That would mean I would have paid a total of ***** for shipping cost and would only be refunded ***** with no cover. The original price I paid for the cover was ****** which included a lifetime warranty. They sent me two emails stating that they would send me another cover with free shipping. Now they are giving me the runaround, not honoring the lifetime warranty and not taking into consideration that they made the mistake of shipping me the wrong cover

  Business response

  08/16/2021

  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. 
  
  BBB, please remove this complaint.
  
  Thank you,
  
  Matt K
  CarCovers.com
  ************

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an expensive car cover from carcovers.com and it came apart at a seam in less then four months. I was led to believe that I was purchasing a quality product, but it turned out to be sub-standard. Three and a half months use before failure is ridiculous and I want a full refund.

  Business response

  08/12/2021

  Hello,
  
  We are sorry to hear that the cover you received had a defect. Looking into this issue, I do see that your warranty has been approved for replacement. You should have received an email detailing the next steps for a replacement cover.
  
  Please follow the instructions contained in that email to proceed with a replacement under warranty, and we'll be happy to assist you from there.
  
  If you have any further questions, please reach out to our support team at [email protected] or **************
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************
  

  Customer response

  08/13/2021

   
  Complaint: 15752346
  
  I am rejecting this response because: I should not have to pay again for shipping on a defective item that lasted only three and a half months, but is implied to last for years. It has turned out to be an inferior product with a poor response from customer service and as it turns out a worthless warranty. I wish that I had read comments from other unhappy customers before purchasing.
  
  Sincerely,
  
  ***************************

  Business response

  08/17/2021

  Hello,
  
  We wanted to point out that your warranty has been approved for replacement, and, as a courtesy, we have already waived a proration fee. Under warranty, the shipping cost is required as we do not ask customers to mail the covers back to our location for inspection. Our apologies that this is unsatisfactory but we are approving a full replacement any time you would like to proceed to complete your warranty claim.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  08/18/2021

   
  Complaint: 15752346
  
  I am rejecting this response because:  All I want from you is a refund. I do not want another inferior car cover which will just fall apart in short order. Having dealt with your very rude "customer service" I just want a refund and to never deal with your company again.
  
  Sincerely,
  
  ***************************

  Business response

  08/19/2021

  Hello,
  
  Thank you for your reply.
  
  As the warranty is not a money back guarantee, we are unable to provide a refund as requested since the item is outside of our 30 day return policy. If you would like to proceed with a replacement at any time, please reach out to our support team to continue your warranty claim.
  
  Thank you,
  
  Matt K
  CarCovers.com Support
  ************

  Customer response

  08/22/2021

   
  Complaint: 15752346
  
  I am rejecting this response because: I don't want a replacement because your product is poorly made. I want a refund.
  
  Sincerely,
  
  ***************************

  Business response

  08/23/2021

  Hello *******,
  
  Thank you for your reply.
  
  We are unable to accept a return beyond our 30 day return policy. However, we're happy to assist you in the future should you decided to proceed with a replacement. 
  
  Please feel free to reach out to our support team Monday - Friday, 7:00am - 4:30pm PST - ************
  
  Thank you,
  
  Matt K
  CarCovers.com
  ************

• Initial Complaint

  07/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company advertises a cover for a wave runner as Weatherproof. Most people believe this means rain proof which equates to water proof.These links to the ******* dictionary that equates waterproof with weatherproof:https://www.*****************************.com/thesaurus/weatherproof https://www.*****************************.com/thesaurus/weather-resistant The return policy is 30 days but i was not able to determine that it leaked water in 30 days so they wont refund my money. This is fraud and false advertising. I want my money back and for them to change their website.

  Business response

  07/26/2021

  Hello,
  
  Thank you for reaching out. Our apologies for the issues you have experienced with your purchase, we are happy to assist you. 
  
  With the information provided, we are having trouble locating your order. Could you please provide your order number at your earliest convenience? For the quickest service, please contact ************ or email [email protected]
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  07/27/2021

   
  Complaint: 15690292
  
  I am rejecting this response because: The order number is 3000512386. They should be able to find it since we have exchanged emails about it for the past month.
  

   

  Sincerely,
  

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

  Business response

  08/03/2021

  Hello,
  
  Thank you very much for providing your order number, I was able to pull up and review your order.
  
  Our apologies for the dissatisfaction of the cover you received. All of our outdoor covers are designed to repel water, and at the same time, offer breathability to prevent trapped moisture. The covers are not, however, 100% waterproof. Waterproof covers do not offer breathability, and can risk causing issues such as mold, mildew, rust, and other harmful issues to the vehicle body.
  
  We are not able to offer a refund on an item ordered in October 2020, as this is far outside of our 30 day return policy. If you have any further questions or concerns, please feel free to reach out to our support team at [email protected] or call ************** and we will be happy to assist you.
  
  Thank you,
  
  Matt K
  CarCovers.com
  ************

  Customer response

  08/04/2021

   
  Complaint: 15690292
  
  I am rejecting this response because:
  The company continues to falsely advertise the cover on their website as weather proof which is synonymous with water proof. They continue to mislead customers. This is fraudulent. They need to change their website and refund the money. No one should trust doing business with a company that knowingly commits fraud and fails to stop.
  Sincerely,
  
  *******************

  Business response

  08/13/2021

  Hello,
  
  Our apologies that you remain unsatisfied, if you would like more information about the water resistance of our outdoor covers, please contact our support team at ************ or [email protected].
  
  We do detail on our website clearly that our covers are not 100% waterproof, as waterproof covers do not allow for breathability. Breathability allows any trapped moisture / dew / condensation to breath and evaporate through the material to prevent mold, mildew, and rust. 
  
  If you have any further questions, please feel free to reach out. We will be happy to assist you.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  08/13/2021

   
  Complaint: 15690292
  
  I am rejecting this response because:
  The most obvious place to put that the cover is water resistant and not waterproof is on the product page of your website where customers purchased the product. Just because you bury it in some customer service document elsewhere on your website is not acceptable. Give me an example of another company that fraudulently does this to trick customers.
  Sincerely,
  
  *******************

  Business response

  08/17/2021

  Hello,
  
  Our apologies that you remain unsatisfied. We are happy to assist via our support team with any additional questions or concerns you may have - ************ or [email protected].
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  08/17/2021

   
  Complaint: 15690292
  
  I am rejecting this response because: This business is being defiant by not taking any steps to resolve the issue while they continue to mislead and defraud customers.
  
  Sincerely,
  
  *******************

*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. ↩