ComplaintsforCar Covers.com

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Urgent Follow-Up Complaint CarCovers.com I am submitting a follow-up to my complaint against CarCovers.com, seven months after my initial report. The situation has worsened, as the Platinum Shield car cover I purchased has deteriorated to the point of turning to dust and crumbling upon touch. The product is now completely useless.In May 2022, I bought a car cover with the expectation of lasting protection from the intense Florida sun. The initial product disappointed, and the warranty replacement in September 2022 was equally subpar. By August 2023, the second replacement started to rot, mirroring my initial experience. Car cover is reduced to dust. You can not adjust it without it turning to powder and dust. The latest photos are an absolute joke. CarCovers.com continues to deceive consumers with their so-called lifetime warranty, which fails to withstand all weather conditions as advertised. When the product fails, they trap customers in a continuous vortex of annual warranty renewals costing $57 each time, in addition to the initial $200 purchase price. This practice is misleading and fraudulent.Furthermore, the damage to my car's paint underneath the cover highlights the product's inferiority. Numerous complaints confirm that CarCovers.com persists in their poor business practices without addressing customer grievances effectively. I request a full refund for the defective product and resolution of this ongoing issue, freeing me from the deceptive cycle of renewal fees. It is crucial to address these concerns to prevent further exploitation of consumers.

  Business response

  07/03/2024

  Hello,
  
  Thank you for reaching out about your car cover.
  
  For service for your warranty claim, please email [email protected]. Please include your name, order number, a description of the issue, the *** of the cover, and pictures of the issue. Our service team will be happy to assist you with your claim.
  
  Thank you,
  
  **********
  Customer Support

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 car covers for both my cars. They sent me the wrong product for my 2000 ******** SL 500. I didnt open the car cover till a few months later and realized they sent me the wrong model. I ordered UC-2 and was sent UC-3. It is to tight. I contacted them and they tell me they have a 30 day return policy. They sent me the wrong model that does not fit my car. I wanted an exchange. I dont care about that policy, at the end of the day they sent me the wrong car cover.

  Business response

  06/28/2024

  Hello,
  
  Thank you for sharing your feedback about you car cover purchase from July 2023.
  
  Unfortunately we cannot accept a return or exchange for an order from a year ago. We have a strict 30-day return/exchange policy you can view here: ***************************************************
  
  We cannot make any exceptions past the 30 days.
  
  Thank you,
  
  **********
  CarCovers.com Customer Support
  ************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a cover from carcovers.com and the total came to about $200 for the cover and storm straps. After a couple months of owning the cover, it worked surprisingly well. It would rain for about a week straight and when I'd take the cover off to go for a stroll the car was dry and clean. A couple weeks ago it rained for about an hour, and the day after I took the cover off for a drive. I noticed the cover had let water through the hood area, and it did not breathe to evaporate the water out. So, it sat there and permanently damaged my hood. The car was waxed and coated before I got the cover, and once after (for car shows and such). After I told carcovers that their product had damaged my vehicle, they proceeded to tell me it did not, and that the covers are not waterproof. I never said they were, and I stated (their own words) they're "weatherproof" and "breathable" in my initial complaint. They then proceeded to ignore my emails. After that I made another complaint under their "10-year warranty" to which they did ask for pictures and did contact me to help resolve the issue. However, after I showed them pictures of water pooling, and the proof of the damages caused by them, they told me "It's a normal amount of water". They used the old "a criminal launching their own investigation, will always be innocent" trick. I could have hosed my car down before showing them pictures and they still would've said it was normal. It is not, I have taken the cover off after a week of rain and it was dry. At this point they have ignored my emails again. All I am asking for is a refund or a replacement car cover that actually fits. Now I'll likely have to take legal action with my lawyer to get compensation for the damages caused by their cover.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase this outdoor carcover on November 27, 2022 because of the website advertising a full lifetime warranty.I notice the cover was shedding all over which was cause by the weather which the company should replace or give my money back and I would be glad to send it back to them.I sent carcover around six photos of the shedding material.Why should I have to pay carcover $58.00 to get the same type of cover which does not hold up by being outside in the weather.They should quit advertising a lifetime warranty on this cover and charge customers even more money.

  Business response

  04/18/2024

  Hello,
  
  Thank you for reaching out about your recent experience with CarCovers.com.
  
  Looking into this matter for you, I see that you purchased the Ultimate Shield with a 10year warranty in March 2023. The warranty claim you submitted was approved and it looks like you opted to upgrade under warranty to the Platinum Shield for the replacement cover. The upgrade option is optional, although we do recommend the Platinum Shield for the highest level of protection and durability. 
  
  Should you experience any issues in the future with the replacement cover, please feel free to reach out to our support department at [email protected] for assistance.
  
  Thank you,
  
  **********
  CarCovers.com Customer Support
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weve been long time customers, purchased 3 or 4 covers from carcover.com However, we ordered a new cover for our vintage convertible G wagon and it leaked everywhere.It leaked into transmission and the whole exterior is ruined. the company claimed that cover is 100% waterproof which it clearly is not and we learned that in a very rough way.We kindly asked for a full refund since it been absolutely useless and damaged the car. We are currently in search of a mechanic to fix the transmission and It will cost us thousands dollars to and repair the cracked interior of a 30 year old car that was in mint condition before their waterproof covers came into play.The least they could do is give us a refund for the malfunctioning cover since its not waterproof at all but the carcover.com costumer service dont want to cooperate at all and keep sending me same emails that I need to return the cover and then consider the refund.

  Business response

  04/18/2024

  Hello,
  
  Thank you for reaching out about your recent experience with CarCovers.com.
  
  My apologies to hear about the issues you have experienced with the car cover. Looking into this issue for you, I see a return label was sent to send the cover back to us for a refund. Please review the email sent to *********************** on April 2nd to return the cover for a refund.
  
  If you have any additional questions or concerns, please reach out to our support team at [email protected].
  
  Thank you,
  
  **********
  CarCovers.com Customer Support

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am REJECTING CarCovers.coms resolution and submitting my second complaint against CarCovers.com. The car cover, touted as a lifetime warranty item, has proven inadequate for ********* conditions.I have attached additional photos depicting the current state of the replaced warranty car cover, highlighting its failure to endure ********* climate as promised. The recurring need for replacements is unacceptable, considering the lifetime warranty claim. Furthermore, the proposed resolution of charging $57+ per claim in a purported lifetime insurance policy is nothing short of a vortex of fraud.I demand a refund for the ineffective product and refuse to be trapped in a continuous cycle of fraudulent yearly insurance claims. CarCovers.com must address these issues promptly and provide a satisfactory resolution, ensuring accountability for their misrepresented lifetime warranty and unjust charges.

  Business response

  12/29/2023

  Hello ***************************,
  
  Thank you for contacting us regarding your cover under warranty.
  
  If you would like to proceed with the warranty claim, you can mail the cover to ** for physical inspection at *********************************************************. Sometimes the issues may not be 100% clear with a picture, and with sending the item in for review our team is better able to determine the cause(s) of the issue.
  
  If you would like to reopen the claim and proceed, please reach out to our support team at [email protected] or ************ and we would be happy to assist you further.
  
  Thank you,
  
  **********
  CarCovers.com
  ************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a new cover in June 2023. 3 year warranty. Within 4 months the cover dry rotted in the ******* Sun. Calls and emails to customer service go unanswered. Poor company to do business with.

  Business response

  12/07/2023

  Hello ***********************,
  
  My apologies for the issues you have experienced in reaching us. 
  
  I have tagged our support team to reach out to you. If you have any further questions please feel free to call ************ or email [email protected].
  
  Thank you,
  
  **********
  CarCovers.com Customer Support

  Customer response

  12/07/2023

   
  Complaint: 20972199
  
  I am rejecting this response because: I do not have information how the business is responding to the compliant.  They have asked for more information and pictures which I have sent.  The car cover is 5 months old with a 3 year warranty.  Maybe in a day or so I will know more.
  
  Sincerely,
  
  ***********************

  Business response

  12/07/2023

  Hello ***********************,
  
  Thank you for your reply. 
  
  Our support team will be happy to assist you further with your claim.
  
  Thank you,
  
  **********
  CarCovers.com Customer Support

  Customer response

  12/07/2023

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

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid ~$200 for a multi-layer outdoor use cover. CarCovers.com shipped us a 1-layer, indoor use cover, which quickly deteriorated in few months of use. As we request replacements, they demand us pay to make even more money.Many Consumers have posted the same complaints at BBB, Consumer Affairs and Yelp. The expensive covers that should last for years, quickly deteriorate, and before the 1 year ***** the cover is as fragile as tissue paper, and fingers go through.When we contacted CarCovers.com and asked for a replacement, they insisted that we bought a 1-layer indoor cover. After extensive emails and phone calls, they finally admitted that we did order a multi-layer, outdoor use cover. By that time, it was clear that CarCovers.com shipped a 1-layer, indoor cover to us.We asked CarCovers.com multiple times via email and phone to correct their mistake by sending us a multi-layer outdoor cover that we ordered and paid for. They ignored our emails, terminated our phone calls, and they blocked our number.By reporting to BBB, we ask CarCovers.com one more time to either;1)ship us a the multi-layer outdoor cover we paid for, at no cost to us, or 2)give us a full refund.At this point, we give CarCovers.com a benefit of doubt that someone mistakenly shipped a 1-layer, indoor cover. But, if CarCovers.com does correct its mistake and continue to evade, we must conclude that it is knowingly committing a consumer fraud.

  Business response

  11/10/2023

  Hello *********************,
  
  Thank you for sharing your experience, we are very sorry to hear about the frustration.
  
  I would like to assure you the cover you received, EP-SW2, is exactly what was ordered -- the Deluxe Shield cover. An indoor cover or Basic Shield SKU EG-SW2 cover was not sent by mistake. The indoor cover is a different material and is not rated for outdoor use.
  
  Additionally, a warranty claim that you filed was approved on Aug 29, 2023. We would be happy to assist you further with completing your warranty at any time, please let us know how you would like to proceed with that matter by contacting our support team at [email protected].
  
  Thank you,
  
  **********
  CarCovers.com
  ************
  
  

  Customer response

  11/10/2023

   
  Complaint: 20851022
  
  We are utterly rejecting this response because; CarCovers.com confirmed twice in writing that what we have is a basic indoor cover; and The cover we have received is one (1) layer.  What we ordered is a Deluxe Shield that is 3 layers.  CarCovers.com did not send us the product we ordered and paid for,

  We continue to demand that CarCovers.com send us the correct product, a Deluxe Shield cover that is 3 layers,

  ht

   

  Business response

  11/21/2023

  Hello,
  
  The cover you received, EP-SW2, is the Deluxe Shield. I assure you that the correct cover was sent. 
  
  If you have any further questions please reach out to our customer support team at ************ or email [email protected].
  
  Thank you,
  
  **********
  CarCovers.com
  

  Customer response

  11/21/2023

  Complaint: 20851022

  We again completely reject the CarCovers.com response.  What you sent to us is a 1-layer, 100% POLYESTER cover.  What we ordered and paid for is a Deluxe Shield cover that is 3 layers and made with POLYPROPYLENE, which CarCovers.com advertises as a special multi-layer polypropylene, which is an oil based material, with a layer of micro-porous film sandwiched between it to ensure breathability.
  
  The photos we submitted via BBB clearly show a 1-layer cover,shredded like tissue paper only after 11 months of use.  We already sent a photo of the tag on the cover directly to CarCovers.com in the past that clearly says 100% POLYESTER.
  
  As we have already explained in the initial complaint with BBB, contacting your office has not been an option as CarCovers.com disconnected our phone calls, registered our phone number so that the ******************* system automatically rejects our calls, and your Customer Support takes message, but never contact us back.  We last left message with a Customer Support rep in early October.  7 weeks later, we have not heard back.  Also, CarCovers.com sent email to us in the past do not contact Customer Support as they cannot assist with replacement or refunds.  Do not give us run around.
  
  You sent us a 1-layer, 100% POLYESTER cover.  We paid for a 3-layer, POLYPROPYLENE, with a layer of micro-porous film in between.
  
  Give us a refund.
  
  ht

   

  Business response

  11/21/2023

  Hello,

  Thank you for your reply.

  As the purchase is outside of the 30 day return period, a refund cannot be processed. The warranty is not a money back guarantee, however, please contact us at [email protected] at any time should you wish to proceed with a warranty replacement.

  Thank you,

  **********

  CarCovers.con

  Customer response

  11/23/2023

   
  Complaint: 20851022
  

  We again absolutely reject the CarCovers.com response.  CarCovers.com needs to admit its faults and provide the refund.
  
  As repeatedly explained, we ordered and paid for a Deluxe Shield cover, a 3 layer, POLYPROPYLENE, OUTDOOR-use cover with a micro-porous film layer.  CarCovers.com sent us a 1-layer, 100% POLYESTER, INDOOR-use cover that started shredding after 4 months.
  
  CarCovers.com Warranty or 30-day money back policy should not apply to our case since CarCovers.com never sent us the Deluxe Shield cover that we paid for.  So-called Warranty is another way for CarCovers.com to profit as they make us pay percentages of the cost of the premium covers we ordered, but will ship the 1-layer, 100% POLYESTER, INDOOR-use covers, which will deteriorate in less than a year and need another replacement.
  
  When the photo clearly shows that the cover is 1-layer and has a tag that says 100% POLYESTER, but CarCovers.com continues to state its a Deluxe Shield cover - 3 layer, POLYPROPYLENE, OUTDOOR-use cover with a micro-porous film layer any reasonable adults can see who is telling the truth, and who is not.
  

  ht
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  11/01/2023, ordered a custom car cover, received the wrong color and style. I send email, for correction, and attempted to call twice for a resolution, with no success.

  Business response

  11/08/2023

  Hello *********************,
  
  Thank you for reaching out and sharing your experience with us.
  
  We are very sorry to hear about receiving an incorrect item. We would like to resolve this for you as soon as possible. Looking at call records, I see you called before we opened. Sorry we weren't able to get to your call, I will have the support team reach out to you to resolve this for you.
  
  Thank you,
  
  **********
  CarCovers.com
  ************
  

  Customer response

  11/08/2023

  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.
  The Company called first thing in the morning, We had email complications and this is why they had not responded. They were very professional and gave an immediate resolution . I am very pleased with the response.
  Sincerely,
  
  *********************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a BBB complaint against CarCover.com. In May 2022, I bought a car cover with the expectation of lasting protection from the intense ******* sun. The initial product disappointed, and the warranty replacement in September 2022 was equally subpar. By August 2023, the second replacement started to rot, mirroring my initial experience.CarCover.com advertises a lifetime warranty for all elements, but within 10 months, both the original purchase and the warranty replacement displayed rot, fading, and tearing. This doesn't align with a lifetime warranty's promise and didn't suit my ******* needs.In October 2023, my second complaint with ample evidence of recurring issues was met with a denial. CarCover.com, despite their commitment to quality and lifetime warranty, chose not to acknowledge or rectify the problem. Their feedback policy restricts reviews to the first few days after purchase, limiting the sharing of honest feedback and buyer warnings. This shows a false environment where negative feedback is suppressed, leaving consumers unaware of actual product quality.Exploring the Better Business Bureau website, I found numerous others facing the same problems with CarCover.com.I am seeking a fair resolution, which, for me, entails a refund for the ineffective car covers that failed to withstand the ******* sun, as promised. I don't want another additional $58 warranty replacement destined for the same fate. CarCover.com should honor its lifetime warranty and provide products that genuinely deliver the promised protection and longevity.I've invested over $248 in these products and expect a refund that reflects the unmet promises and recurring issues with the car covers. I greatly appreciate the BBB's assistance in resolving this matter and look forward to a fair resolution.

  Business response

  11/06/2023

  Hello ***************************,
  
  Thank you for contacting us regarding your cover under warranty.
  
  We apologize for the issues you have experienced with the Platinum Shield. The Platinum Shield has a life time warranty which protects from defects and premature breakdown of the material. Please note that in the event of a denied warranty claim you do have additional options to proceed: if your cover is showing visible signs of deterioration, you can mail the cover to ** for physical inspection at *********************************************************. Sometimes the issues may not be 100% clear with a picture, and with sending the item in for review our team is better able to determine the cause(s) of the issue.
  
  If you would like to reopen the claim and proceed, please reach out to our support team at [email protected] or ************ and we would be happy to assist you further.
  
  Thank you,
  
  **********
  CarCovers.com
  ************

  Customer response

  11/11/2023

   
  Complaint: 20824083
  
  I am rejecting this response because:
  
  I would like a refund instead of opting for the warranty on another failing platinum car cover that will cost me additional money plus shipping. I am willing to send this replacement deteriorating tearing cover as per your instructions for my refund.

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

  Customer response

  11/20/2023

  Did CarCovers accept the return to refund me if I were to send it back? They are trying to send another one of the same covers that fail. I do not want another cover. They have a policy where they continue to send you defective covers every ***** months charging you 60 dollars per warranty claim. This time they would not even honor that. I was putting this on the BBB for help regarding a refund. I do not want to get stuck in this fraud vortex of trying to get a product that can last a life time as they advertise.

  
  I want to return it to get my money back. Not to be charged again for the same exact cover.

  Business response

  11/21/2023

  Hello ***************************,
  
  Thank you for your reply.
  
  The warranty is not a money back guarantee, however, if you would like to proceed with a new warranty claim we are here to help.
  
  If you would like to reopen the claim and proceed, please reach out to our support team at [email protected] or ************ and we would be happy to assist you further.
  
  Thank you,
  
  **********
  CarCovers.com
  ************

  Customer response

  01/09/2024

  Please see the attached

  This is the current condition of the life time car cover. I've attached 4 new photos taken today. This is the 2nd car cover approved under CarCovers.coms warranty. They charged me 55 dollars more for this junk. I do not want to continue to pay them every year for a new cover under a bogus life time product. They are charging customers for warranty replacements. The product does not last 12 months in *******. It is advertised as life time warranty.

   

  They are stating now that they will send another cover that I will have to pay an additional 55 dollars for. I do not want this product. I want my money back. Its not advertised correctly. Its a bait and switch. I want my money back.

  Business response

  01/09/2024

  Hello ***************************,
  
  We are happy to assist you further with your claim if you would like to move forward under warranty.
  
  If you would like to proceed with the warranty claim, you can mail the cover to ** for physical inspection at *********************************************************. Sometimes the issues may not be 100% clear with a picture, and with sending the item in for review our team is better able to determine the cause(s) of the issue.
  
  If you would like to reopen the claim and proceed, please reach out to our support team at [email protected] or ************ and we would be happy to assist you further.
  
  Thank you,
  
  **********
  CarCovers.com
  ************

*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. ↩