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:12/14/2023

  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.

  The product was not delivered on time, so I needed to purchase another car cover. I tried to return the product to car cover.com, but they are not covering my shipping costs, which are $45.
  The company advertises 3-5 day shipping. I ordered the product on Sunday 12/3/23 and it arrived on Monday 12/11/23. They claim Monday is a “processing” day and doesn’t count towards a shipping day. I think that is ***. and the BBB should protect consumers from deceptive advertising. I contacted the company via two separate emails and repeatedly would not pay for return shipping. Please do something about this!!!

  Business Response

  Date: 01/23/2024

  Thank you for your message, and we appreciate your understanding. We acknowledge the importance of our processing time, and we strive to adhere to the advertised 24-hour processing period. Regarding the shipping cost, we regret any inconvenience caused. As mentioned earlier, we're offering you the option to keep the cover at a reduced price, but unfortunately, we cannot cover the shipping expenses. We value your business and apologize for any inconvenience caused. If you have further questions or concerns, please feel free to reach out. Thank you for your understanding.

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising 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.

  Images and descriptions on the website are at best inaccurate and at worst intentionally misleading. Two of four images in the product description are completely inaccurate and the actual product looks nothing like what the images depict. One image, which does show a close up of the actual product, implies that the product repels water. While they never claim waterproof - they imply through descriptions like "normal weather conditions" and the use of an image showing beads of water on the cover that it could be.

  Business Response

  Date: 01/08/2024

  Hello, Yes, the cover is overall water-resistant, repelling water to a certain extent. We aim to provide the best cover at an affordable price point. If you find yourself unsatisfied with your cover, please reach out to our direct number ************. One of our supervisors will be able to assist you in resolving any issues you may be experiencing. Thank you. 

• Initial Complaint

  Date:12/05/2023

  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.

  On 11/24/20023 I ordered the Gold Shield 5L - RV Cover for Class C RV 23' To 26' Feet Long (SKU: 5RV-CC-2326) cover for my 23’ 10” class C RV. I paid $223.99 for this cover, the order number is *********. CarCover.com guarantees that the cover will fit. I installed the cover and the pictures will show the cover is not a “perfect fit” as their website claims it will be, it is about 5’ too long for my RV and the straps will not tighten around the back.
  
  CarCover.com offered an exchange if I paid return shipping or they would send another one for $140. Neither of these options is acceptable to me. I would like to exchange this for a cover that fits or a full refund and CarCover.com should pay for the return shipping since their product didn’t meet their size specifications as guaranteed.

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair 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 purchased the top of the line ** cover for my ****. I have used it several time when my car is parked outside overnight with no issues. Last week, we experienced heavy rainfall in Southern California while the cover was on my car. The website states the cover will protect the car in the rain (as well as more severe weather). It rained overnight. When the rain stopped early in the morning, we removed the cover. It was not on the car for an extended period of time. The car looked great everywhere but an 18inch radius in the middle of my hood. The cover had failed in this spot and water seeped through. The shape of the water mark on the hood is identical to the shape on the cover. I had it evaluated by a professional body shop and they determined some type of solvent from the cover had damaged the paint. It is going to cost me $1700 to fix. Customer service told me this is not covered by the warranty and they can only replace the cover. The cover is guaranteed to PROTECT the car. It is clearly a faulty cover that allowed for the damage of my paint. I provided the quote and contact information of the body shop so you could confirm my claim. I was told this is not part of the warranty. If not, it is complete false advertising and I will be vocal to all my fleet business contacts about your business and faulty products with bogus warranties. I want you to make this right as I have been a customer for over 15 years and have never had this occur. It is clearly a faulty cover. I have provided detailed pictures and quotes to your warranty customer support department.

  Business Response

  Date: 08/31/2023

  please send us the order number  Thank  you 

  Customer Answer

  Date: 08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that they have asked for the order number.  The information is included below: Order number is ********* **** ****** ** **** 
  
  Regards, 
  
  ******* ******* 

  Business Response

  Date: 09/01/2023

    If left for an extended period of time, covers may cause damage to older vehicles, lacquer paint, and/or a pre-damaged clear coat. CarCover.com is not responsible for damages of this nature and will not cover the cost of their repair, as the use of our product is left to the customer's discretion.Avoid covering a vehicle that has just been painted. It is advisable to avoid covering a vehicle that has just been painted because the paint needs time to dry and harden properly. Covering it can trap moisture and heat, which can affect the paint's quality and finish, and may lead to uneven drying or peeling of the paint. It is best to allow the paint to dry completely before covering it, to ensure that it maintains its quality and appearance. Using a cover on a vehicle that has been wrapped is not advisable as it may lead to the deterioration and discoloration of the wrap. Liability is limited to the cost of the product's original purchase price. we are willing to issue a full refund for the item purchased  

  Customer Answer

  Date: 09/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  This response from the business is a completely "canned" response.  It doesn't address the point that the cover was NOT on the car for any extended period of time or in a weather condition that is not already expressed on their website as weather that the cover protects the car from, specifically rain.  We removed the car cover as soon as the rain stopped and it was ONLY THAT 18 inch SPOT on my hood whereby the cover let the water underneath itself and onto the paint that was damaged.  The cover is not even 90 days old when this happened.  It is clearly a faulty product that damaged my car's paint.  How can a business that states it stands behind its products to do what it advertises the product to do just blow me off like that.  This is false advertising!  See attached email thread that shows this canned response and other ways the warranty department has tried to deflect me instead of addressing the concerns. 
  
  Regards,
  
  Deborah Enright

  Customer Answer

  Date: 09/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ******* *******

• Initial Complaint

  Date:08/08/2023

  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.

  June 22, 2022, I purchased a Car Cover for my ***** Vehicle from carcover.com. for my 2012 ***** **** vehicle. Purchase price for the cover with a Lifetime Warranty was $134.99 and I paid this amount on my **** Credit Card. In June, 2023 the Cover split open (Approximately 18 inches over the car trunk) while installing it. I submitted evidence of the split to carcover.com and was advised that they would replace it only if I returned their original e mail verifying the purchase. I don't recall ever getting such an e mail from carcover.com, and if I did, I simply have misplaced it, and carcover.com will not accept my Credit Card payment info.

  Business Response

  Date: 08/10/2023

  Hi,   It is clearly written in our terms and conditions that the warranty is registered through your order umber we need the number to be able to warranty the cover. we are simply asking for our policies which our available on the website are followed. 

  Business Response

  Date: 08/11/2023

  BBB spoke to Isaac at business and the following was relayed: I located the customer's order and email and resent the email. The customer will need the order number from the email. 

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising 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.

  After reading the claims made by Car Cover of what type of protection their **** ****** 5L truck cover would provide I was impressed and bought the cover on a promotion for $161.49 on Feb. 10, 2023, Order # *********. I primarily bought the cover for rain protection since I live in Florida, at the time of purchase we were in a drought season and the rains did not start until late May and June. I was very disappointed in the performance of the cover. It did not repel the rainwater or give any protection from rain. in fact, it seemed to absorb water causing it to leak through to the vehicle. It also becomes heavy with water and sticks to the vehicle. In Car Cover's advertising they claim," It can resist all types of extreme weather conditions such as snowstorms, desert heat, hail storms since it's 100% waterproof and water resistant. We back up this car cover with our full Lifetime Warranty as well". I contacted the company June 30,2023 and explained my disappointment in the cover. Their reply was due to the construction of the cover and the breathability of small pores it can only withstand a certain amount of water, this means the cover is considered water resistant rather than fully waterproof. I replied with and E Mail stating I understand the construction of the cover and how it works, but there was no protection from rain.
  at all. I was update with a ref. # ****** for any future E Mails. After sending E Mails and photos of the problem, I decided it was fruitless to pursue the matter any further. The E Mails I got from them were computer generated, no one made any attempt to contact me or resolve the problem.
  I was very disappointed in the cover and how they handled the whole situation. Car Cover claims on the performance of the cover did not live up to expectations and are unfounded.
  
  ****** ****

  Business Response

  Date: 07/21/2023

  Hi,  We do apologies for the experience you've had with us we doo try to resolve every single matter int he customer s favor please contact us and ask to speak to Isaac or mike and we will be able to resolve the issue to your favor.  Thank you 

  Customer Answer

  Date: 07/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   
  
  Regards, 
  
  ****** ****

• Initial Complaint

  Date:07/07/2023

  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.

  My husband ordered a cover for our 5th wheel camper on August 7, 2021 from carcover.com. Put the cover on in November of 2021 and put camper in his shop for winter storage. Put camper outside in late April and cover came off in June when we started camping. Since then it has several rips, tears, and fabric is so weak it is shredding. I tried patching 21 holes with the stick on repair fabric which fell off within 1 week. Paid $419.99 and supposed to have a lifetime warranty. When I contacted company with pics they said they can't do anything without order number which of course I do not have because it was a 1 1/2 years ago. I sent pic of credit card statement but they won't accept that. I feel that we should get a new cover or our money back. Such an inferior product. Can you help me? I can send pics to you also

  Business Response

  Date: 07/21/2023

  Hi,  we would like to inform you that you have a lifetime warranty on the cover. the cover is exposed to extreme weather and it can be unpredictable. we can replace the cove under the lifetime warranty  Thank you  

  Customer Answer

  Date: 07/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** *** ****

• Initial Complaint

  Date:07/06/2023

  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.

  Order # ********* I purchased a camper cover on February 27, 2023. The camper cover did not last more than a month before it started ripping. I contacted the company on March 17th asking for a refund. I received an email on the 18th stating we are eligible for a replacement and I would be receive it in 6 days. I told them I requested a refund, the fabric was not durable or perhaps flawed.
  We received the replacement on 3/23 but was unable to put it on due to rain until 3/27. The second cover has ripper too. The material is very weak. A regular tarp is more durable. I requested a refund on the first cover and was not given that. I believe that offer should still be available to me because they scammed me into taking a replacement rather than giving me a refund as I requested within the 30 days.
  
  This company does not stand behind their products. They send replacements when a refund is requested. Pushing you out of the 30 day return policy. Then they will offer another replacement for $95 shipping.

  Business Response

  Date: 07/21/2023

  Hello, We would like to express our apologies we had an internal issue in our team please contact us we will defintiley replace the cover or see what we can do in terms of a refund. ask to speak to isaac or mike   thank you  

  Customer Answer

  Date: 07/27/2023

  After several attempts in calling and disconnections during conversations with Isaac at CarCover.com. I agreed to an 60% refund. I did receive the quoted refund within 24 hours. In a reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ******* ******

• Initial Complaint

  Date:05/27/2023

  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.

  Ordered the cover. Cover blew off on a windy day . Contacted company. Sent pictures to verify damage. Paid 30 dollars for replacement. Cover never came.contacted company, Was told it was a ***** issue and to file a complaint with them. I did and am still waiting…Guarantee from company is contingent on deliivery service, but in the meantime, my ******** is not being covered properly. 130+ for cover and 30+ = A headache! 

  Business Response

  Date: 05/30/2023

  Hello, please contact us and ask to speak to Robert or Mike they will gladly help you. we will send you another replacement please reach out to us directly  

• Initial Complaint

  Date:05/25/2023

  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.

  On April 18th I ordered a car cover online from carcover.com for $179. When received I immediately wanted to return since it was not the quality expected. I emailed the company and they offered a discount but i wanted to return. Then they offered 2 options; an additional discount or return at my expense. I chose to return and shipped to the address they provided. The box was returned to me and the shipper said the address was not valid. I do not want this car cover and want to return. I need this company to provide a call tag to pick up.

  Business Response

  Date: 05/25/2023

  Hello, We see here that a full refund was issued for the purchase. you can keep the cover as well no need to return it  Thank you  

  Customer Answer

  Date: 05/25/2023

  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.  For your reference, details of the offer I reviewed appear below.   This matter is not closed. The business did not issue a refund. Every time I try to contact them via email (since I can’t connect with them over the phone) they send an auto reply and never answer my email.  I’ve been requesting a correct address to return the merchandise and still don’t have one. The one they gave me, when I returned the merchandise it was sent back to me saying the address is unknown. I reviewed the location online via maps and it does not exist.   This company shouldn’t be allowed to conduct business since they have so many complaints.   
  
  
  
  Regards, 
  
  **** *******
   

  Business Response

  Date: 06/05/2023

  I'm sorry for that we respond to all of our emails on a daily bases our line are open 17 hours a day. Here is the return address:  ************
  **** ***** ***** ** *** ********* **  *****