Complaints

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:05/24/2025

  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.

  A car covered was purchased from this company. The company guarantees a 10 year warranty. The car cover quality is extremely poor as it requires a replacement after 6 or seven months. I contacted the company for the replacement after the car cover that is supposedly durable through various weather is in horrendous shape and they inform me of outrageous shipping price of $54.99 which they do not state that cost on the site ****************************** for the replacement. When I requested the replacement they indicated that the shipping cost would be $54.99 and I stated that you never said it would cost that for the replacement. Well, I went back and forth with **** about the cost and finally, I was told that they would pay $45.99 on the shipping and I pay the balance of the $54.99 which would the remainder of the shipping cost which would be $9.00. Well they sent me a link for the replacement it said $45.99 for shipping which was incorrect, then they want to say it was a mistake which isnt my fault. I want them to do as promised in the email for the shipping and pay the $45.99 towards shipping as they promised. It seems if you read the email, they rather lose a customer than to honor what the promised.

  Business Response

  Date: 05/25/2025

  Greetings,
  
  Thank you for the opportunity to respond to this concern.
  
  We have thoroughly reviewed the situation, and we want to clarify that we have been in communication with the customer via email to address their concerns. Our warranty clearly states that it covers the product replacement only, not the associated shipping costs. This policy is publicly available on our website to ensure all customers are informed prior to making a purchase.
  
  As part of our commitment to customer satisfaction, we already replaced the product once and, in good faith, covered 50% of the shipping cost. For the second replacement, although not covered by our warranty terms, we have offered a significantly reduced shipping rate as a courtesy.
  
  We acknowledge that a prior communication contained an unclear statement, which we have since corrected and clarified directly with the customer. Despite these efforts, the customer is continuing to request full shipping coverage, which falls outside of our stated warranty policy and is not something we can reasonably provide.
  
  We believe we have made every effort to resolve this matter fairly and respectfully within the boundaries of our warranty terms.
  
  Thanks & Regards!
  *****

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  The ***resentative is stating that I asked for them to accept full shipping cost which is incorrect. I asked them to honor what they clearly stated, which is they would pay $45.99 & I accept the remainder. This was their resolution as highlighted, now you want to restate the offer and say that you made an error which is bad business. The car covers are poorly made (quality poor) and you state the guarantee on them. If the company had any ethics they would stand by what they offered. As well,  I clearly tried to resolve the issue prior to making a complaint and the company would not honor what they clearly stated as per the email attachment. Please review below, it clearly states that we will pay the $45.99 and I pay the remainder as per their ***resentative *******. If there was an error made, they should resolve it with the *** and not penalize the customer. 

   

  As a gesture of goodwill and to resolve this situation, we are happy to cover the majority of the shipping cost for you. We'll pay $45.99 toward the shipping fee, and we kindly ask that you cover the remaining balance. We hope this helps make the situation more manageable.
  
  

  Thanks & Regards!
  Justine.
  Carcovers
  Factory
  **********************************************************
  Tel. **************
  
  Regards,
  
  Dr. ***** ****
  
   

  
  

  Business Response

  Date: 05/30/2025

  Hi again
  
  Thank you for the opportunity to respond.
  We would like to clarify that the email stating, "As a gesture of goodwill and to resolve this situation, we are happy to cover the majority of the shipping cost for you. We'll pay $45.99 toward the shipping fee, and we kindly ask that you cover the remaining balance..." was sent in error and this has been explained to the customer few times. From the beginning, we have communicated that the customer would be responsible for the shipping cost.
  However, in an effort to resolve the matter amicably, we offered a significant reduction in the shipping feefrom the original $59.99 to $32.99and we have absorbed the remaining cost ourselves as a gesture of goodwill.
  The customer has since completed the payment, and the product has been shipped via *****. Tracking information and shipment updates have been sent directly to the customers email.
  At this point, as the issue has been resolved and the order fulfilled, we consider this case closed.
  
  Sincerely,
  *****

• Initial Complaint

  Date:04/20/2025

  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.

  I purchased 2 motorcycle covers from this company in Dec 2023. They advised their product is of high quality and should last for years. They offered a lifetime warranty, but didn't inform that it costs ***** to get a replacement. What kind if warranty is that. This company has deceptive practices. If they indicate what shipping and handling would cost. I'm pretty sure no one would purchase from them. Paying ***** for a replacement is like buying a new one. I paid ****** for 2 motorcycle covers initially.I hope you all reach out to them and at least have them list what a consumer have to pay for a replacement that we thought was FREE due to them indicating there's a lifetime warranty

  Business Response

  Date: 04/21/2025

  Hi there,
  
  Thank you for reaching out and giving us the opportunity to address the customer's concerns.
  This has been explained to the customer. 
  We want to first express our appreciation for your business and assure you that we stand behind the quality of our products. Our warranty does cover the free replacement of the car cover itself, which were happy to provide for you. However, we must inform you that the shipping costs for the replacement are not covered under our warranty policy. This information is clearly stated on our website to ensure transparency from the beginning of the purchase process.
  There are a few reasons why this shipping fee is necessary:
  Logistics and Transportation Costs: Shipping and handling involve expenses such as packaging, courier fees, and transportation from our warehouse to your location. These are essential to ensure that your warranty replacement reaches you safely and in a timely manner.
  Quality Assurance: We take great care to package each replacement item properly to avoid any damage during transit. The handling fee supports this quality control process and allows us to maintain high standards.
  Operational Expenses: The shipping fee helps us manage the operational costs involved in processing warranty requests and ensures we can continue to provide efficient and prompt service to all our customers.
  We hope this explanation helps clarify our policy. If you have any additional questions or would like assistance with placing your replacement order, our customer support team would be more than happy to help.
  Thank you again for your understanding.
  
  Here is the link for your reference: *****************************************************************
  
  Sincerely,
  *****
  Case ****************start="1858" data-end="1861">

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The merchant does not advise on their website that the shipping cost for the replacement will be *****. That's equivalent to the amount paid for the initial merchandise. The merchant lure customers in with a lifetime warranty scheme, then tell the customer to pay ***** in shipping fees. That doesn't make sense. The way this business can resolve my issue is by being honest with the consumer and list what it would cost to send a replacement. I'm sure no one would purchase from them.

   
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 04/26/2025

  Hi there,
  
  Thank you again for reaching out, and we truly appreciate the opportunity to make this right for you.
  We completely understand your concerns, and we want to reassure you that your satisfaction matters deeply to us. Your cover is fully eligible under our warranty for a free replacement, and we're more than happy to honor that.
  We also want to be as transparent as possible regarding the process:
  While the product replacement is absolutely free under warranty, the shipping cost is not covered. This policy is clearly outlined on our website to avoid any surprises and to ensure fairness and clarity for all customers. You can view this here:
  ?? Car Covers Factory Warranty Info
  That said, we want to emphasize a few points:
  The shipping fee strictly covers logistics and packagingwe dont profit from this charge.
  It allows us to ensure safe, trackable delivery from our warehouse to your doorstep.
  By covering this small shipping cost, you still receive a brand-new replacement without needing to pay for the product again.
  We believe in the value and durability of our products, which is exactly why we offer a warranty in the first placeto give you peace of mind long after your purchase.
  Were here to help every step of the way. If youre ready to proceed with the replacement or need help placing the order, just let us know and well take care of the rest.
  Thank you again for being part of the Car Covers Factory family.
  
  Warm regards,
  *****
  Case Manager

• Initial Complaint

  Date:09/17/2024

  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.

  Be aware of this company's deceiving warranty. I purchased a cover for $120.00 with a 10 year warranty hoping it would last 5 or 6 years before any issues. After 1 year the outside material started flaking off and now at 14 months it is really shedding. I asked about the warranty and they would send a replacement for $49.99 to pay for shipping. It is stated on the web site that the warranty will cover a new cover but not shipping. The shipping is almost 40% of the cost of the original purchase.

  Business Response

  Date: 09/17/2024

  Hi there
  
  We hope this message finds you well.
  We am writing to update you on the ongoing issue concerning the replacement cover for ***** ********. We are actively addressing the customers concern and have been in communication with them to resolve the matter satisfactorily.
  As outlined in our websites warranty descriptions, shipping costs for replacement items are the responsibility of the customer. This policy is clearly stated to ensure transparency and to manage expectations regarding the costs associated with product replacements.
  We have informed the customer of this policy and have requested that they cover the shipping cost necessary to dispatch the replacement cover. We are committed to providing excellent customer service and will continue to assist the customer throughout this process to ensure they receive a suitable resolution.
  If you require any additional information or have further questions, please do not hesitate to reach out. We appreciate your understanding and are dedicated to resolving this matter effectively.
  
  Best Regards,
  *******
  

  Customer Answer

  Date: 09/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  Car Covers Factory offered to replace the bad car cover for $25.00 instead of the $49.99 they originally required.  Reluctantly I accepted their offer, I still consider their warranty deceiving and misleading.

  Thank you so much for your help,

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

  
   

  
  

• Initial Complaint

  Date:02/28/2024

  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.

  On July 3, 2022, I purchased a car cover from Car Covers Factory for $154. The cover I purchased came with a "10-year warranty." On the website, the terms of the warranty only state "will be replaced for a shipping and handling fee." On February 28, 2024, I noticed the cover was ripping, despite being used for less than 2 years in a mild climate. I contacted Car Covers Factory and was informed that the cover would only be replaced if I paid a $60 "shipping and handling fee". This is an unrealistically high replacement cost, at nearly half the value of the cover itself. There are no commonly used freight companies that would charge $60 to ship a 10lb fabric cover. I requested a lower fee for the replacement of the cover, but Car Covers Factory refused. Their warranty policy is so far from the realm of a true replacement cost that I believe it to be a scam. If nothing else, they should have disclosed the true value of the "shipping and handling" under their Warranty page on the website so that consumers are aware of the inflated prices charges for "warranty".

  Business Response

  Date: 02/29/2024

  Hi there,
  
  Greetings of the day!
  This has been escalated to the higher level. Our shipping team had made a mistake regarding the shipping cost and we are really apologize about the wrong shipping cost amount asked.
  We send a new link to the customer for the correct shipping cost, rest assured that this has been taken cared of.

  
  Thanks & Regards!
  *****

• Initial Complaint

  Date:01/24/2024

  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.

  I purchased what was advertised as the top-of-the-line 7-layer car cover for my 1983 Mercedes 300 TD which has been in my family since it was purchased brand new. I needed to make space in my garage for more storage so I bought what I was led to believe was a car cover that was 100% water proof so I could keep the ******** in my driveway. The cover was removed several times including on Jan 4, 2024 and the interior was fine. However, during the following three weeks we had a lot of rain and when I removed the cover two days ago I was shocked to find the inside of my classic Mercedes saturated in water and the entire steering wheel and both front seat belts covered in mold! ...please see pics. Here is the description of the cover I ordered from Car Covers Factory and you can see that it was supposed to be completely water proof AND mold and mildew proof too.Description FAQs Warranty Shipping Customer Reviews Product Reviews Our Premium Edition is our Top of the Line Cover that is heavy duty made of Polypropylene, and outperforms 7-layer material that offers maximum level of protection. It does not only protect both the inside and outside of a vehicle, but it also acts as a theft-deterrent by keeping your vehicle out of view from potential thieves.Features:100% Waterproof and Breathable due to micro-porous oil based materials.Inner Fleece lining material ensuring vehicle's paint is not compromised.Ultrasonic double stitched welding on the cover prevents water from going through.High Quality UV resistant chemicals coated on the outer layer of this cover, ensuring vehicle paint never fades.Reinforced grommet; lanyard on both sides of the cover.Guaranteed to fit perfectly.Protects your vehicle from: Ice, Rain, Snow, High Winds, Strong UV Ray, and smallest pea sized Hail.Elastic hem in the front and rear allowing tuck fit.Material resists mildew, mold, rot, bird droppings, tree sap, dirt, and acid rain

  Business Response

  Date: 02/07/2024

  Hi there,
  
  Greetings of the day!

  This is to inform you that the full refund for this order has been processed already and  this case has been closed from our end.
  We appreciate your time.
  
  Best Regads!
  *****

• Initial Complaint

  Date:10/14/2022

  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.

  This car cover material is thinning out at rapid pace hence it ripped .I had not damaged it n was not subjected to sharp or protruding articles. I now moved cover to be at top were the rip occurs .But is gonna rip further when I take it off n put back on. I had to be careful .This rip just recently occurred. I contacted email that came with Card in cover.This said lifetime warrenty.I did not expect that but she said 1 yr. I purchased March 2022. She is trying to charge me the same price or near it!! to replace n claims shipping fee n handling fee . That’s outrageous to try to embezzle me then make a comment on maybe negotiate price.. My first choice a refund. I find faults with fabric thinning to fast. … paid 55.95

  Business Response

  Date: 10/14/2022

  Hi there,
  
  Greetings!
  This is regarding the complaint of Mrs./Ms ******* ****** regarding the cover that she purchased. Please be advised that this customer did not purchase from us (Car Covers Factory).
  Please see the first photo attached to her complaint and the receipt or purchase copy is from ****. We have also tried to retrieve the order from our system using her name and email address and we are not getting any results. We sent an email to the customer to contact **** to get this issue resolved for her as we are not associated with **** or to any other online store.
  This case is now closed and considered as resolved on our end.
  Thank you.
  
  James

  Customer Answer

  Date: 10/19/2022

  
  
  
  
  Better Business Bureau: 
  
  
  REPLACEMENT in PROGRESS **** will replace as was Seller of this company  
  
  
  
  
  
  I finally got this resolved today, by same company as complaint but thru seller on **** has agreed to send a replacement. Thank you BBB