ComplaintsforCar Covers.com

• Initial Complaint

  09/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The front of the cover leaks bad not just pores that leak a little moisture. My car hood was soaked in the same places when it rained different times. The cover isnt just breathable

  Business response

  09/12/2023

  Hello,
  
  Unfortunately it appears you have filed a claim for the wrong company.
  
  We cannot locate an order matching your information. Please review your records and ensure you are reaching the correct company.
  
  Thank you,
  
  **********
  CarCovers.com

• Initial Complaint

  06/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a car cover from this company on May 5, 2023 and according to their e-mail I should get in within 3 weeks. I e-mailed them after 3 weeks that I did not receive the car cover yet and their response was it has a label but not shipped yet. So, I responded to cancel my order and refund me. They e-mailed me that the item was shipped but when I tried to track it I found out that it was not shipped yet. I finally got a e-mail that it was shipped with a tracking number but when I checked I found out that it was not shipped. I have never had any response about my refund.

  Business response

  06/08/2023

  Hello,
  
  Thank you for contacting us regarding the delayed delivery of your item.
  
  We are sorry to hear about the delays you experienced. Looking into this for you, it looks like the item was reshipped on June 2nd, 2023, and successfully delivered on June 5th.
  
  As for the delay on the first shipment, looking at the tracking activity itself it is unclear what happened. It may have been lost by the postal carrier in some point of the dispatching of the process. Again, we are sorry for the delays in receiving your order. If you have any questions or concerns in the future, please do not hesitate to reach out to our support team at [email protected] or call us at ************. We will be happy to assist you.
  
  Thank you,
  
  **********
  CarCovers.com Customer Support
  ************
  

  Customer response

  06/08/2023

   
  Complaint: 20138076
  
  I am rejecting this response because: Car Cover assured me that living in ****** I can expect 1-3 weeks to receive my cover. After 3 weeks I notified Car Cover about not receiving my item. I had no response from them so I e-mailed them to cancel my order and to give me a refund. Again, no response. This all transpired in the month of May. Then on June 2 I receive a e-mail that the item was shipped and that I should get it on June 5, which I did. All of a sudden It took 3 days for me to get my cover. I cannot trust this company.  I still want my refund and will ship the item back to them at their expense.
  
  Sincerely,
  *****************************
  *****************************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chose to purchase a premium cover. At a very very premium price of just shy $400. The material has deteriorating problems. Separation of the material by 5 feet long. In many many spots. This cover is used to protect my side by side. It's cinched down properly. Nice and snug without being ****** tight and sits out in the open at our seasonal campsite far way from any trees or anything that could fall and or drag onto the cover itself causing this issue.It appears as if " warranty" doesn't mean anything and sure as h*** doesn't offer anymore than face value of making it appear as if you're in good hands so you proceed to checkout and give them your money.I'm noticing a trend with the complaints all on the same thing. Getting what they paid for.I No longer want an exchange. I want 90% of my $400 back. Terrible customer service.If a potential would be customer happens to see this. Do yourself a favor and steer clear of this company. They've got lifetime warranty plastered all over the website. But I can fully assure you it's purely false advertising.

  Business response

  06/12/2023

  Hello,
  
  Thank you for contacting us regarding your recent warranty claim.
  
  My apologies that the resolution of the claim was not satisfactory. The item you purchased has a lifetime warranty. Please note, while the warranty claim was denied at this time, a warranty claim can always be reopened in the future.
  
  Looking into this for you, it appears that the cover has ripped at the top. Under our warranty policy, we do not cover material hips, however, we do cover premature breakdown and deterioration. If the issues you are experiencing are related to deterioration, we welcome you to open a new claim at any time. With pictures being accepted for warranty claims, at times we cannot fully determine the cause without seeing the cover in person. Under the warranty claim process, you are able to send in pictures or mail the cover back to our warehouse for inspection. For future warranty claims, it may be best to mail the cover in for inspection in order for the warranty department to make the best determination.
  
  If you have any questions or concerns, please do not hesitate to reach out to us at [email protected] or call ************.
  
  Thank you,
  
  **********
  CarCovers.com Customer Support
  ************ 

  Customer response

  06/12/2023

   
  Complaint: 20125903
  
  I am rejecting this response because: it has multiple tears from the material degrading and deteriorating in multiple locations. Not from tugging, pulling or any object scrapping and catching onto the material causing it to tear. The material separated. Because of very poor quality and substandard materials being used. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a bike cover and it has torn they won't stand behind there lifetime warranty

  Business response

  04/17/2023

  Hello,
  
  Thank you for reaching out regarding your warranty claim.
  
  Looking into this matter, I see the warranty claim is currently open, and our support team is requesting some additional information to complete your claim. Please reply through email back to our support team regarding your warranty to proceed. Our team will be happy to assist you there as well as with any additional questions you may have.
  
  Thank you,
  **********
  CarCovers.com
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Platinum Shield Car Cover for my Porsche in 2020 which is parked outside. I also, ordered the "Gust Strap Wind Protector". I paid $207 for the whole kit.The clips for the straps only lasted 6 months, they are made out of cheap plastic that can't handle to cold weather. I got them replaced, but they keep on breaking (they only lasting 6 months (if that)). The Strap only lasted 14 months, both of them stretched out some much that it did hold the cover down. I went to ********** and replaced them with much better quality ones. The lock and cable started to rust after one month. The lock stopped working after 6 months and cable is still putting rust marks all over the car cover.Now, the problem with the Platinum cover:1) It's not water proof, it still lets water through. In the winter the cover will stick to the cold metal of the car. 2) After 12 months the cover started to deteriorate. The lining started to separate from the top cover. Which caused tears and holes in the cover. After just 24 months I have over 20 tears and holes in the cover.3) The cover has green mold on it and I can't wash it because the cover will separate more. CarCovers.com Warranty: They want me to pay to have the cover shipped to them. They will take up to 30 days to inspect it. Then if they replace the cover or not I have to pay to have it shipped to me. The worst part is that when they receive the cover, if I contact them about the cover they will delay my claim. Here's the quote from their email: " Emailing before the 30 business days have passed will cause the ticket to be pushed to the back of the queue.".

  Business response

  04/05/2023

  Hello,
  
  Our apologies for the issues you have experienced with your order. We will be happy to assist you in resolving this matter.
  
  Looking into this, it looks like a warranty claim was opened on Monday, 4/3/2023.
  
  Please follow the instructions contained in the email sent on Tuesday, 4/4/2023 to complete your warranty claim. We accept pictures via email, and you do have a choice to either send pictures or return the cover to our location for inspection. In the email, we also will need to confirm some details on the cover in order to proceed.
  
  If you have any further questions or concerns, please feel free to reach out to our support team at [email protected], phone at ************, or through live chat.
  
  Thank you,
  
  **********
  CarCovers.com

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 4 years ago I purchased a Platinum Car cover for my **** ******* Continental from Car Covers.com for around $200.00. I understand that a breathable cover will allow some moisture come through and to dry which brings me to my problem. I use this cover only during the summer months and the first year a very little water came through the cover on rainy days. I thought this was great! Starting last year, the car was soaked with water after rain and this year so far the car in is really soaked after rain. It seems as if the cover is breaking down allowing more water come through as it ages. The cover looks fine with no rips or tears, I wrote a letter of complaint last year to Car Covers and never heard back from them. I called them today and was told there was nothing they could do about this problem and they had never heard of this before. My complaint is not because the cover is breathable. The problem is that the cover became more porous only after two years of use. Hopefully I received a defective cover and they are not all this way. I would like Car Cover to replace my cover because this one will not protect my car from weather as their advertising says it will. This cover is suppose to have a Life Time warranty.Thanks ****

  Business response

  04/11/2023

  Hello,
  
  Thank you for reaching out -- we are sorry to hear about the issues you have experienced with the cover.
  
  As for a warranty, we would be happy to open a claim and look into this issue further. In a separate email we will send information on how to start a warranty claim. 
  
  Please note that we do not offer fully waterproof covers. All of our outdoor covers are breathable, which *** allow some moisture through. The breathability of the material allows for evaporation which will prevent mold, mildew, and rust. However, if your cover is showing visible deterioration then that is something that *** be covered under warranty.
  
  If you have any further questions, please always feel free to reach out to our customer support team at support@*************************, live chat on our website, or call us at ************.
  
  Thank you,
  
  **********
  CarCovers.com
  ************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased the car cover it came with a lifefime warranty. It did not say I had to pay shipping on a defective replacement cover. I'm now told since the cover now comes from ****** I have to pay a $30 shipping charge to get my "free replacement cover". I want my free replacement under the warranty and not have to pay this "new" charge of $30 since when I purchased the cover it "never" said I had to pay a shipping charge. It appears this new charge is to help pay for the "free" replacement. I've tried to get my "free" replacement without paying this "new" charge, this company refuses. I'm seeking my new replacement cover without having to pay this new $30 charge. I sent pictures of the problems with the cover to this company.

  Business response

  03/20/2023

  Hello,
  
  Our apologies, it appears you have filed a complaint against the wrong company.
  
  The order number you provided is not generated by our system. It may be a number of competitors such as
  
  www.CarScover.com
  www.CarCover.com
  www.CarAutoCovers.com
  
  Please review your records to ensure you are reaching the correct company. Also, please remove this complaint at your earliest convenience. I hope you are able to reach a resolution with the issue you are experiencing. 
  
  Thank you,
  
  **********
  CarCovers.com
  ************

  Customer response

  03/21/2023

  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

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car cover for my 2022 **** Maverick. The cover tore on the very first attempt to put it on the car. The material is akin to paper. TERRIBLE quality. I've been going back and forth with the company for weeks. They are only offering me 50% back on my purchase, but I have to ship the product back to them, which is very heavy and will cost as much as the refund. This company is running a scam. Their product is useless, and their customer service is horrible. I want all of my money back because they sold me a cheap product that I can't use and I have to buy a replacement.

  Business response

  11/16/2022

  Hello,
  
  Our apologies, it appears you have filed a complaint against the wrong company.
  
  The information you provided is not generated by our system. It may be a number of competitors such as
  
  www.CarScover.com
  www.CarCover.com
  www.CarAutoCovers.com
  
  Please review your records to ensure you are reaching the correct company. Also, please remove this complaint at your earliest convenience. I hope you are able to reach a resolution with the issue you are experiencing. 
  
  Thank you,
  
  **********
  CarCovers.com
  ************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In short Ordered a motorhome cover 8/20/20 from Carcovers.com. Liked the cover. Had to order a replacement under warranty via email 12/16/21. Had to pay $95 shipping on the replacement for the 1st time in my 17 years of motorhome covers. Didnt arrive for months. Called Carcovers.com several times. Was told still on back order and should ship soon. Finally, blamed ******** truck protest blocking the border. Replacement cover finally arrived some time in April 2022. Wrong cover. Zipper for the door now way too far back. Called Carcovers.com again. Told Sorry Warranty only covers 1 replacement. That zipper in the wrong place? Now busted. Wide open, flapping in the wind. Called Carcovers.com again. Told again Sorry Warranty only covers 1 replacement. Now recently, covered the Bounder just this week after 15 days on the road. Cloud of gray dust. Yes, that wrong replacement cover with the busted zipper is now deteriorating into a pile of dust. Is this a health hazard? Called Carcovers.com once again. Told to initiate warranty requests through email and was hung up on. So used email as told to. Received automatic response Your request (xxxxxx) has been received and is being reviewed by our support staff. To add additional comments, reply to this email. Still waiting on their latest response. Maybe short-staffed like the rest of the country?

  Business response

  11/02/2022

  Hello,
  
  Our apologies, it appears you have filed a complaint against the wrong company.
  
  The order number you provided is not generated by our system. It may be a number of competitors such as
  
  www.*********.com
  www.CarCover.com
  www.CarAutoCovers.com
  
  Please review your records to ensure you are reaching the correct company. Also, please remove this complaint at your earliest convenience. I hope you are able to reach a resolution with the issue you are experiencing. 
  
  Thank you,
  
  **********
  CarCovers.com
  ************

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cover did not fit my vehicle snugly. Cover material deteriorated over time. carcovers.com has a deceptive lifetime warranty. The ask for proof that the material disintegrated, and then requested that I pay a pro-rated fee of $79.95 plus $19.95 shipping for this lifetime warranty, even though their product is at fault.

  Business response

  09/29/2022

  Hello,
  
  Thank you for reaching out regarding your warrantied Platinum Shield Car Cover.
  
  Looking into this matter, I see that your cover was approved for a replacement. Under warranty, we are happy to provide a replacement provided the customer pays the prorated replacement fee as well as the shipping cost.
  
  While we are unable to waive any of these costs, please note that your warranty is approved for replacement and you may proceed with the replacement option at any time. If you have any additional questions or concerns, please let our customer support team know -- ************ or email [email protected]
  
  We will be happy to assist you.
  
  Thank you,
  **********
  CarCovers.com Customer Support

  Customer response

  09/29/2022

   
  Complaint: 18145926
  
  I am rejecting this response because:

  The details of this lifetime warranty are on the following page:
  

  https://www.carcovers.com/lifetime-warranty-on-car-covers

  On this page it says:

  Limited Lifetime Warranty On Platinum Material
  We are excited to announce our limited LIMITED-LIFETIME warranty on the platinum shield material. 
  

  What does this mean? 
  Our Limited-Lifetime warranty on the Platinum Shield provides protection for the length of ownership of the vehicle by original purchaser of the cover or length of ownership of the cover by original purchaser - whichever comes first. The warranty covers manufacturer defects and premature breakdown of the cover. We're able to offer this due to our new Platinum Shield Material that is unmatched (none of our competitors offer a similar material!).
  To view product, please select your vehicle type below. Then enter your vehicle. The "Platinum Shield" is the material option with the lifetime warranty. (View warranty details)

  Unfortunately the words "View warranty details" are in black typeface, not underlined, and do not look like link text. If you click the carefully hidden link text, you will find the actual policy that states they will not refund you for "rips in the material (e.g. rips caused by
  protrusions on the vehicle and rips caused by pulling the cover too
  tight), normal wear, weather soiling, or stains from dirt or pollutants." "The warranty does not include shrinking or expanding of the material." "The warranty does not cover any issues relating to water seeping through the material as our covers are water resistant - NOT waterproof." Yet their site claims "If you regularly park outside at your place of residence, use an outdoor parking lot at the office, or you are leaving your vehicle outside for a certain amount of time, the following are things you will be able to protect your vehicle from by using a car cover:

  
  Snow and hail
  Rain and other water
  Dirt and dust
  Birds and other wildlife
  Falling tree debris
  Storms and wind damage
  And much more!"
  
  The above list is what using "A" cover will do, but not THEIR cover. Notice the carefully worded language.
  
  
  So basically ANY act of God, rip, tear, water, snow, hail, or normal wear and tear are not covered under this supposed lifetime warranty. So what does it actually cover? Nothing. It's a scam. Even if they do cover it under warranty, they reduce the amount they will refund you by a percentage  every year. After 4 years, they will only cover 50%, and you have to pay for shipping costs of $20. If you don't return some cloth wipes they threw in when they sold you the cover, they charge you. If you don't return the free little lock and wire, they charge you. if you don't return the case it came in, they charge you. Since the cover never fit right anyway in the first place, I'm better off just buying one from a competitor.
  

  So on the one hand they tout their material as the best in the business. On the other hand they will not cover for the most basic of wear. I would like a refund since they hid the details of the warranty deep in their webpage and it covers nothing at all.
  
  Sincerely,
  
  ***************************

  Business response

  10/05/2022

  Hello,
  
  Our apologies that the resolution to your warranty claim is not satisfactory.
  
  While we are unable to waive any replacement fees, your warranty has been approved, and you may proceed with a replacement at any time. Our support team is available for any questions regarding your approved claim.
  
  We will be happy to assist you further with any questions about your replacement cover.
  
  Thank you,
  **********
  CarCovers.com Customer Support

*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. ↩