Complaints

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

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  CarCover.com

  Mooers, NY 12958-3708

• 

  carcover.com

  13810 Bentley Pl STE A Cerritos, CA 90703

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:12/10/2024

  Type:Service or Repair 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.

  Complaint: ********  I am rejecting this response because:funny how all your companies have SIMILAR NAMES TO CONFUSE PEOPLE. THIS IS FONE ON PURPOSE. BUYER BEWARE 
  
  Sincerely, 
  
  **** ********

  Business Response

  Date: 12/10/2024

  Hello, My apologies, but it appears that you have filed a complaint for the wrong company. Based on your order number, you may have ordered from ***************** or ************. CarCover.com is a competitor and is very closely named to our website, ************** Please review your records to ensure you are reaching the correct company. Thank you, Matt K  Carcovers.com Customer Support************

  Business Response

  Date: 12/10/2024

  Hello, We are not affiliated with any other car cover competitors. Our covers are only sold on CarCovers.com. Please remove the complaint and contact the correct company for a resolution.  Thank you, Matt K CarCovers.com Customer Support ************

  Customer Answer

  Date: 12/10/2024

  I purchased a car cover with lifetime warranty. It was supposed to be the best cover with 5 layers of material, it costed me around $200 dollars. I bought it in nov 2023 in anticipation of moving to Florida and won’t have a garage anymore. I didn’t move to Florida in April of 2024 and did not use the cover right away. I probably only have about 6 months of use and it’s already falling apart. The material is ripping and rips easily especially when there is moisture under the cover that happens ever morning. I have a hole on top I covered with tape temporarily. I sent an email to the company with photos and told me I had to pay a 70 dollar fee. When I called the company they lowed it down to 50 and made some excuse that they “improved” the product. Supposedly it’s washable but I did not even attempt this bc it’s too bulky and it would probably just fall apart. I bought this on the false premise that it is water resistant and it is not. Water gets trapped underneath without it even have rained. I’m hesitant to spend 50 dollars on a sub par product that has only lasted about 6 months of use. No where did I see on their description that their “lifetime” warrantee requires a fee to replace. They also have a website by the same owner called carcoverstore.com and carcovers.com and I think it’s meant to confuse people. Their “lifetime warrantee” is deceitful and I should not have to pay 50 to replace.

  Business Response

  Date: 12/12/2024

  Hello, We want to clarify that our only official website is CarCover.com. If the cover was purchased within the last 6 months, we would have replaced it free of charge. Please contact us to resolve this matter. While we are willing to replace the cover, there will be a fee associated with the replacement.As stated on our website, the cover is water-resistant, not waterproof, meaning water can penetrate through. We kindly ask you to review our terms and conditions. We also request the BBB to consider our terms and conditions and close this complaint, as we are adhering to what we advertise. Thank you, CarCover.com

  Customer Answer

  Date: 12/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  As stated, I ORDERED IN 2023 and did not use until 2024. I used less than a year and it’s FALLING APART. you should make your “lifetime warrantee “ clear but instead u put it in the small print on purpose. Why don’t u put it in the banner that u have “lifetime guarantee “??? You are a bunch of scammers
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  Gina Aversano

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair 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 10/23/22 Received 11/04/22 Paid 297.49 This is for an RV cover that was advertised as a lifetime warranty and promised that craftsmanship and high quality were included. I have had to write to them several times in regard to missing a strap when it was delivered hindering the proper use to cover my RV. After several emails and almost 2 months later I finally received the strap needed. Now, not even 2 years of having this product it has ripped in several spots and has a huge hole on the top on the cover leaving my RV subject to rain, snow and sun. I took the time to read reviews about this product before my purchase and was swayed by the promise of the craftsmanship and to cover against any defect in the material. I certainly did not climb on top of my RV to rip a hole in the cover and this is absolutely a defect on the products part. When emailing them to let them know about this issue they sent an email back stating they would send me a replacement for $174.99. After less than 2 years of having this cover, I should not pay anything with a lifetime warranty as they claim. I have now gone on to read complaints about this company and people having the same problem as I am. I honestly would love to get a refund and find a more trustworthy company who actually follows through. I understand that most likely will not happen so I would accept a replacement so that way I have time to find a more reputable company to purchase a cover from later on. As for now, it is about to be the season of rain and snow and I need my RV covered.

  Business Response

  Date: 11/19/2024

  Hello, we will gladly replace the cover please contact our toll free number 

• Initial Complaint

  Date:07/22/2024

  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.

  My husband and I purchased a camper cover for our camper on April 2nd from carcover.com. It arrived on April 5th and it did not fit our camper (it was too big). I reached out immediately to the company and expressed it was the wrong size; mind you, they guarantee the fit or your money back. That was not the case. We went back and forth and agreed upon keeping it and receiving 55% back. Prior the agreement, I did ask (having this in writing) since we are getting a refund back, would that void the warranty? They stated "no". We put the cover on and when we took it off a couple weeks ago, we noticed 2-3 holes already. I reached out again and they stated that they can give me a prorated price of $89.99 for a replacement. In the company's "terms and conditions", if it is in the 0-3 month grace period, it's 100% free of charge. I called and spoke to the "General Manager", Issac, and he told me that the warranty WAS voided and he was doing us a favor giving us a good deal for $89.99. He also expressed that he could give us $20 off and reinstate the warranty. I was very confused and decided to reach out to you because this is AWFUL. It was very unprofessional and unsetting. I felt like it definitely needed to be brought to someone's attention. Thank you for taking the time to read this and I look forward to hearing from you!

  Business Response

  Date: 07/22/2024

  we did not void the warranty the warranty is still valid  under our terms an conditions which is a pro rated schedule to have the cover replace there is a fee associated to it

• Initial Complaint

  Date:07/19/2024

  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.

  Sold me a car cover that is top of the line so it cost more also. I paid for expedited shipping. I received the cover and it is too long for my vehicle. So long that it hangs to the ground. Emailed to inform them of situation. They asked for pictures. I sent them. And inquired again about a resolution. They asked for pictures again. I inquired again and they asked for pictures again. So I sent them along with a note. They wrote back and said that my car does qualify. They said they would send a replacement. I went to the website within a couple days to track my package. Seen that my account with them was disabled. I wrote them asking why my account was disabled and that I couldn't have a tracking # for my replacement. And why I'm not getting expedited shipping since that's what I paid for with my 1st package. I was told that there having problems with their system and that I can rest assured that my package has shipped. So they still haven't giving me a tracking #, but feel good that it's shipped.couple days later I receive a text with a link from **** saying my package was held back cuz of incomplete address info. Now I've seen plenty of these scam texts with malware link. I email the cover company and inform them of link. And to ask for a tracking #. They ask for pictures of my cover again. Asked for my address. But still no tracking #.so it's obvious my cover wasn't shipped. Feel like they are running my 30 day limit on a return out. I WANT A REFUND SO I CAN BUY FROM **** ****. I am still within my 30 days. I've called. And i get a message telling me to email them. And it's difficult to get to their website because there is another company that is spelled very similar. Theirs is Car covers.com.
  I'm never able to speak to a person, and I'm getting the familiar texts with links that I know are bad links.

  Business Response

  Date: 07/22/2024

  please contact our supervisor at ************

• Initial Complaint

  Date:05/02/2024

  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.

  On 4-15-24, I order a car cover for my completely stock 1978 **** ****** in the amount of $79.99 from CarCover.com order#, *********. They offer a perfect fit 30 day money back guarantee. My cover didn't fit properly and I asked to return the cover for a refund. They then offered to replace it with a cover that fit. I gave them the measurements to assure I'd receive the appropriate cover. They again asked if the vehicle has been altered. I replied, "no it does have the factory spare tire carrier on the back". They acknowledged that this issue was the problem with the fit and that I should have let them know. But they only on one fit listed on there sit for a 78 **** ****** that is guaranteed to fit. Now they aren't offering to replace it or refund. I purchased a cover from *****, another car cover business, 3 years ago that fit perfectly and my spare wasn't an issue. Their listing didn't specify any differences. Some 1978 **** ******* had the spare on the back while others did not. It's not my fault they aren't knowledgeable about their listing.

  Business Response

  Date: 05/02/2024

  Hello,  please contact us toll free number ************ 

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 originally purchased a Gold Shield 5L car cover for $150. I chose this particular cover over others because it is advertised with a Lifetime Warranty.
  
  The cover eventually failed -- holes developed and the inner fleece material became thin and disintegrated.
  
  When I asked for a replacement under warranty, the company insisted on a $30 payment, apparently to cover shipping costs. This is unfair as shipping would not be necessary if the product didn't fail. Modern-day warranties also do not make the customer pay anything (not even shipping) for a product that fails through no fault of the customer and is replacable under warranty. There is also nothing about replacement costs on their website nor in their warranty policy (attached).
  
  Reluctantly, I paid the $30 and received a replacement cover 5 months ago in October 2023 (order #*********). This replacement cover has now failed. I asked for a replacement and they insisted on $60 this time.
  
  When I asked for an exception to this cost given that (a) this is the second failure, (b) the cover is only 5 months old and (c) the customer should not have to pay anything for a warrantied product, they said they would lower the replacement cost to $40.
  
  There is nothing in their literature about any costs required for a replacement under warranty. See the attached PDF of their Terms and Conditions on their web site as of this writing (8:45am Pacific Time, 3/20/24).
  
  These costs also seem to vary at their whim ($30, then $60, then $40) and have no specification in their policies nor any tangible way to acsertain their true value or necessity.
  
  I am seeking a replacement Gold Shield 5L cover at no cost additional cost to me.

  Business Response

  Date: 03/20/2024

  Hello, the fee needs to be paid to have the cover replaced  

  Business Response

  Date: 03/26/2024

  the best we are willing to do is reduce the shipping the customer can contact us for the reduced price 

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.I am again rejecting this reply based on the same facts that (a) there is nothing in their policies about having to pay for shipping a replacement; (b) this is the second failure of their product; (c) the cover has failed after only 5 months and based on their Terms & Conditions, it is eligible to be replaced for free (0-6 month failure FREE replacement see previous attachment of Terms & Conditions).There are NUMEROUS complaints found in BBB and elsewhere of this company not standing behind their "warranty" and trying to make customers pay for shipping when there is nothing in their policies about this.This cover has failed after only 5 months, is within their warranty Terms for a free replacement, and needs to be replaced at no charge to me to resolve this complaint.
  Regards,
  **** ******

• Initial Complaint

  Date:02/21/2024

  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.

  Order #********* (placed on September 15, 2020 9:26:32 AM EDT)
  I order a RV cover for our 5th wheel from there website. They state a lifetime Warranty.
  Here is there policy from there site.
   
  Warranty Policy
  With numerous companies available, you may be wondering which one is the best choice and why.
  
  Well, at ************, we're confident that our covers are top-notch. The likelihood of you having to replace your cover is small, however, if you ever have any issues, our Lifetime Warranty has got you covered..
  
  How does the warranty work?
  We'll replace your cover with a brand new one if ANYTHING happens to it. This includes defects, soiling, fading, disintegration, stains, rips, and normal wear and tear.
  
  How to file a warranty claim?
  Send us an email us to ********************* and one of our agents can guide you through your claim.
  _
  
  I have 5 Rips on one side of the cover. Two of them are very big holes. I sent in a claim and there telling me That I need to Pay them $ 239.00 for them to replace it. They said because of the age of cover ( which is 4 years old) that it is prorated because of age. The warranty states nothing about prorated. IT say life time warranty hence one of the reasons we bought it. This needs to be replace as the warranty states or Refund my $399.99.

  Business Response

  Date: 02/23/2024

  Hello, please read our terms and condition you can contact us directly and we can come to as resolution direct number ###-###-#### Thank you Carcover.com 

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair 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.

  09/4/22 order#********* & 09/12/20 order #********* tolal $679.66 product name gold shield 5l-car cover for ********* ******** they will not warranty there products I'm in Texas so I put two cover on car order#********* was order waiting on, warranty on order #********* four cover all are fading, disintegrated .

  Business Response

  Date: 01/23/2024

  Hello,  These covers are over a year old a refund unfortunately is not an option you can have them replaced under the warrant  conditions we ask for you to send pictures to our warranty department 

• Initial Complaint

  Date:01/22/2024

  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.

  Bought a cover for my pop up camper 1/9/21. This cover had deterioration problems from the start with the cover shedding heavily anytime it was removed no matter how delicately. 5/15/23 I try to file a claim for the cover that tore a couple months ago during the winter. They tell me they will send out a replacement but it will be $95 shipping. I can get a set of 4 truck tires shipped from the opposite coast for less. I already paid $260 which is well more than double everyone else is charging only for you to hit me for more money on replacement for a sub-par cover. The person I spoke to via email said the shipping was $95 because it was “coming out of Canada”. I really don’t care where it’s coming from, this is ridiculous.

  Business Response

  Date: 01/23/2024

  Thank you for reaching out, and we appreciate your understanding. As outlined in our terms and conditions, we do not cover the cost of shipping for replacement items. While we acknowledge your concern, the shipping fee reflects the handling of a heavy cover, and unfortunately, we are unable to waive this cost.
  To demonstrate our commitment to resolving this matter, we can, however, offer a reduced fee. Please let us know if you would like to proceed with the replacement, and we'll ensure the process is as smooth as possible for you.
  If you have any further questions or require additional assistance, feel free to reach out.
  Thank you for your understanding.
  
  

  Business Response

  Date: 02/07/2024

  Hello,

   

  We are willing to reduce the fee to 65$ please contact us to pay the fee you can contact me directly ###-###-#### 

   

  Thank you 

  Isaac

  Customer Answer

  Date: 02/09/2024

  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.  We agreed on $40 over the phone.
  
  
  
  Regards,
  
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/13/2024

  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.

  I bought a custom car cover with a LIFETIME WARRANTY in December 2023. As soon as I received it I was not happy.
  I called the company and complained that it did not fit right. I was told not to worry that it would stretch out. On January 1st 2024 I checked on the car. The cover did not stretch but tore to pieces. I called and complained. They want to charge me $40.00.
  I told them NO. I WANT A FULL REFUND. Their products are defective junk. Why would I want another one. This one didn't even last two weeks.

  Business Response

  Date: 01/23/2024

  Thank you for reaching out to us. For personalized assistance, we recommend contacting one of our supervisors directly at ************* They will be more than happy to address any specific concerns or questions you may have. If you require further assistance or clarification, please feel free to reach out. We're here to help! Best regards, 

  Customer Answer

  Date: 01/24/2024

  I've explained the situation to you in full in my last response along with a full set of pictures. Company will not return my calls. The car cover they sent was wrong from the start. I told then about it. They would not take it back. It never fit correctly. Was told to give it a try.  It ripped to  pieces in one week. Product is total junk. Life time warranty. Guaranteed to FIT. HERE ARE MORE PICTURES  

  Customer Answer

  Date: 01/24/2024

  FULL REFUND  
  
  Regards, 
  
  **** *******
   

  Business Response

  Date: 01/24/2024

  Hello, We are willing to offer a free replacement as for the defective cover that was received  Thank you  

  Customer Answer

  Date: 01/24/2024

  NO. Your products are junk. I will only settle for a full refund of $140.00 
  
  Regards, 
  
  **** *******

  Business Response

  Date: 01/25/2024

  Hello, if that is the case we ask for the cover to be returned for a full refund  

  Customer Answer

  Date: 01/25/2024

  Send me a shipping label.  You sent me a defective product. You pay return postage. Have you seen all the NEGATIVE REVIEWS about your company. If I would have read them like I always do I would have never done business with your shady company. You should be ashamed of yourself  
  
  Regards, 
  
  **** *******
   

  Business Response

  Date: 02/01/2024

  Hello, we are willing to issue a full refund to close the case we ask for you to contact us directly ************ 

  Customer Answer

  Date: 02/02/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only if and when I receive a full refund.