ComplaintsforCar Covers.com

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Initial Complaint
09/09/2022
Complaint Type:
Service or Repair Issues
Status:
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.
In November 2018 I purchased a universal car cover that was supposed to closely fit my vehicle. I provided year, make and model for best fit. After receiving the car cover, it wasnt even remotely close to fitting my vehicle. I immediately engaged CarCovers.com on my Order **********, shipment ********* for replacement. After several exchanges, I finally reached a Supervisor named **** who was very helpful. 5-15-19 @ 3:28 pm. **** agreed to send me a measurement form which required between ***** measurements of my car for a more custom fit. I provided those measurements, paid for a platinum cover and returned the original cover. After a few months, I received my replacement cover and was much happier with the fit. Fast forward to August of 2022 when I contacted Carcovers.com to initiate a warranty claim as the cover was deteriorating of which I provided pics. After receiving many emails asking for the same information, I finally called and spoke to ****** 8-15-22 @ 10 am. Only to find out they put the wrong order number on my cover/internal records. She assured they had all the needed info to move forward and would be in contact. After several more emails asking for the same info, I called and spoke to ****** again and was now told that the outside company who produces the cover was searching for the specifications they used to make my custom cover and she would call back end of day with update. 8-22-22. On 8-24-22 I received an email asking if my address was the same which i confirmed. After no further updates, I waited until 9-3-22 before reaching out for update. I received a response on 9-5-22 that they are still waiting on internal response. I asked for a Supervisor or Manager to contact of which I have received no responses since 9-5-22. I asked multiple times to speak to a Supervisor/Manager during the process and was told they were unavailable. My cover has a lifetime warranty and the product/customer service is unacceptable.
Business response
09/20/2022
Hello,

Thank you for reaching out, we are sorry to hear about the issues you experienced with your cover.

Looking into this, I see that a replacement is currently being made, and once we have an updated ETA we will send that to you as soon as possible.

Again, our apologies that your experience was not satisfactory, however, I can see that the item is in production and will be sent soon. If you have any other questions or concerns, please feel free to reach out to our support team at [email protected] or call ************.

Thank you,

**********
CarCovers.com
************
Initial Complaint
09/02/2022
Complaint Type:
Service or Repair Issues
Status:
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.
The car cover fabric is decaying. I have purchased 4 covers and 2 of them have deteriorated. One was replaced. This is the second cover that is faulty. I asked for a replacement. I was told they would prorate the cost and I'd have to pay $50 plus shipping for another cover. I do not agree with this. It's a faulty product.
Business response
09/29/2022
Hello,

Thank you for providing your feedback about your recent experience with your warranty claim.

Looking into this matter, I see that **** has reached out to help resolve your warranty claim. If you have any questions or concerns at this point, please feel free to reach out to our customer support team. We will be happy to assist you further -- [email protected] or call ************.

Thank you,

**********
CarCovers.com Customer Support
Customer response
09/30/2022

Complaint: 17898286

I am rejecting this response because: ************ did not replace the faulty fabric. They discounted the price of another cover but do not stand behind their product.

Sincerely,

***********************
Business response
10/05/2022
Hello,

Our apologies that the warranty resolution is not satisfactory. Your warranty has been approved for replacement, and you may proceed any time.

Under our warranty policy, we do provide a replacement cover provided that the customer covers a shipping fee and proration fee. As we have already discounted the fees as a courtesy, unfortunately we cannot provide any further discounts. If you have any further questions, please reach out to our support team -- we'll be happy to assist you.

Thank you,
**********
CarCovers.com Customer Support
Initial Complaint
07/08/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have purchased 3 car covers from this company since 2020. The last one I purchased was on 9/5/2021 on order #********** for $184.95. I purchashed this cover while my car was in off-site storage so it would be available when I brought the car home. I purchashed this cover with the understanding from the Carcovers.com website that it had a 'guarantee cover fit'. I ordered this cover specifically for my make and model of car from their website selection feature. As soon as I took my car out of storage I tried the cover, only to find that it did not fit because it doesn't accomodate the side mirrors. The sides of the cover ride up the doors (see pics enclosed).I emailed the company and they said the purchase was more than 30 days prior and they would not stand by their guranteed cover fit promise even though the cover was brand new and never used. The fit of the cover has nothing to do with the materials or workmanship of the product where the passage of time comes into play. This company simply made a promise that their cover would fit and it doesn't come close. I called the company and their customer service person was anything but helpful.
Business response
07/11/2022
Hello,

Thank you for sharing your feedback with us about your recent experience.

Reviewing your order, I see that we sent item number UC-3 for your **** *** 330CI Coupe. This is the best fit available for your vehicle. While we have a great return and exchange policy, which is 30 days from the delivery date, we are unfortunately unable to accept a return or exchange on an order placed 10 months ago. Our apologies for any inconvenience.

If you have any further questions or concerns, please feel free to contact our support team at ************ 7:00am - 4:30pm PST Monday-Friday.

Thank you,

Matt K
CarCovers.com Customer Support
************

Customer response
07/11/2022

Complaint: 17541864

I am disappointed but not surprised at this company's response. The simple fact is that their cover does not fit my car even though they promise a 'guarantee cover fit'. I ordered this cover specifically for the make and model of my car. The fact that I did not open the box and install it within 30 days does not change the fact that their cover doesn't come close to fitting. In their response they say this model is the best fit they have for my car but it doesn't come even close.
I've purchased 3 covers from this company but there will not be a 4th. Their customer service and response to my situation was awful. Truly an awful experience.

Sincerely,

***********************
Initial Complaint
06/28/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of Purchase: 03/17/2022 Purchase Amount: $331.49 Purchase Order Number: ********* I purchased the Gold Shield 5L - RV Cover for Fifth Wheel Trailer 33' To 37' Feet Long on 3-17-2022 and installed it on 3-30-2022. Purchase order #*********. It lasted only 2 months before coming apart and is now useless. While removing the cover to dispose of it, the material seemed to crumble apart and disintegrate. Extremely poor quality.I contacted the company and included pictures, which I have included in this correspondence also. They said I was entitled to a replacement cover, but would have to pay a $95.00 shipping cost. I informed them that I did not want a replacement cover as I considered the cover an inferior quality cover. Here is their reply. "It is always our biggest priority to help our customers. Unfortunately, your return/refund request has come after our 30 days return/refund policy." Regards, TheCarCoverCompany After exchanging several emails with their warranty department, the best they could do was to offer me a 20% refund. I declined and informed them I would file a complaint with the Better Business Bureau in hopes that I might save another customer from the same experience.This, to me, seems to be a standard evasion tactic designed to discourage dissatisfied customers. I think I am entitled to a full refund of the $331.49 purchase price.Potential Buyers, beware that these covers are inferior in quality and, judging from the list of complaints on this BBB site, along with the responses from TheCarCoverCompany, the company does not intend to stand by their product. Their claim that their biggest priority is to help their customers is laughable - except when you are the victim.
Business response
06/29/2022
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,

Matt K
CarCovers.com
************
Customer response
06/29/2022
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. My apologies to CarCovers.com for the mistake. The correct company is CarCover.com.

Sincerely,

*********************
Initial Complaint
05/10/2022
Complaint Type:
Delivery Issues
Status:
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.
Ordered a UTV cover and received cover packaged in plastic bag that had been ripped during shipping in several places and obviously tore the enclosed cover as there were fabric shreds coming out of tear areas. I returned cover unopened in the original packaging they shipped it in. They advertise 30 guarantee. Upon return the charged a $51.53 restocking adjustment fee for on a $250 cover. The adjustment/ restocking fee needs to be credited back to my credit card also.
Business response
05/17/2022
Hello,

Thank you very much for sharing your feedback.

It looks like there was a fee assessed for no RMA form included in the package. Our apologies if this was in error.

As a courtesy, I am happy to refund the fees to your original form of payment. Please allow 2-3 business days for processing.

Thank you,

Matt K
CarCovers.com Customer Support
Initial Complaint
05/06/2022
Complaint Type:
Product Issues
Status:
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.
On April 30th, 2022, I placed order #********* for one Gold Shield 5L - Car Cover for Pontiac Solstice 2009 Convertible 2-Door (SKU# 5L91239426) at a price of $149.99.Before I purchased, I chatted with them on-line to make sure this cover would be the right size for my car and not some generic "somthing close" kind of cover.What they sent me was a cover a full 50% too large for my car. I reached back to them, letting them know and asking for an RMA to return it. Silence. They are not communicating with me at all. Not even once. This place is clearly out to take advantage of people.I would like my money back. I don't mind returning their product. I have no use for it at all as it does not even come close to fitting my car. It will beat my car's finish mercilessly in any wind... it's that loose.
Business response
05/09/2022
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,

Matt K
CarCovers.com
************
Initial Complaint
04/21/2022
Complaint Type:
Product Issues
Status:
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.
Buyer Beware! Carcovers does not stand behind their products. I purchased 3 PWC covers from carcovers.com I specified my exact models I have 2 different models and they sent me 3 of the same covers. They all fit over the PWCs but they do not fit the shape well. The first time trailering them the covers flapped all around. They came loose, the zippers opened up, and one developed a rip. When I returned from my trip and reported this to carcovers it was 34 days from the time I placed my order (not delivery) and they said I was past the 30 day warranty and they would not refund me. Their products are not as advertised and poor quality. Delivered On Thursday, March 17at 5:01 P.M.at Residential Submitted the Return Request on April 18th response from carcovers Also, please note that per our return policy, unfortunately, we can only accept return of any purchase for a refund within twenty-one (30) days of delivery of your purchase.Following the 30 day period, we cannot process any returns for any reason. Our system won't allow any return after 30 days, we cannot create any authorization even one exceeding day. After this period, covers will be under warranty. For your full reference, please review here our Return Policy:https://www.carcovers.com/return-policy We are sorry to hear you're unhappy with the fit. At this time, this would be the best fitting semi-custom cover we offer for this particular year, make and model.We understand that you are not satisfied with the fit, as our courtesy, we would like to offer you a 10% discount refund to your covers. For the cover with a rip, I have forwarded the information to our ******************** I am still waiting for a feedback.
Business response
05/04/2022
Hello,

Thank you for sharing your feedback, we are very sorry to hear you are unsatisfied.

Looking into your request, while we cannot accept a return over 30 days, we have approved a replacement cover for the cover rip. If you would like to proceed with this replacement, please contact our customer support team at ************ to arrange for payment of the shipping cost of $17.53.

Thank you,

Matt K
CarCovers.com
Customer response
05/04/2022

Complaint: 17073193

I am rejecting this response because: I received the order March 17th and filed the complaint requesting a refund on April 18th after my first trip using the covers. I am not giving them any more money for products that are unsatisfactory. The products are sub par and they lack of customer service should be known by any potential customer so that they do not do business with Carcovers.

Sincerely,

*************************
Initial Complaint
03/07/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered a cover from carcovers.com based upon the photos on their website and the fit guarantee they advertise. The cover I ordered is for a can am *** ****** Order number **********. The photos of every cover when viewing side by side covers shows full coverage, including wheels and tires. Upon receiving my order I attempted to cover my vehicle however it was significantly smaller than necessary to cover the vehicle similarly to what the website advertises. I emailed support and they said it was the correct cover but they dont make cover that cover the wheels. I requested a return and a full refund. They sent an rma and return shipping label and I sent it back. I received an email today stating they are charging me $55 for it being dirty (mind you I only tried to install it for a *** of ten minutes onto a clean machine) and also return shipping. This company does not abide by tier fit guarantee or they are practicing false advertising. I never would have ordered if it showed or mention the cover not covering the wheels.
Business response
03/23/2022
Hello,

Our apologies that your experience was not satisfactory. We have looked into this matter and as a courtesy, we have refunded $19.12 for the shipping label.

If you have any questions or concerns in the future, please reach out to support at ************ 7am-4:30pm Monday - Friday, or email [email protected]

Thank you,

Matt K
CarCovers.com
************
Customer response
03/23/2022

Complaint: 16850405

I received the shipping credit. What about the dirty fee for the item that doesnt fit as advertised and I only attempted to install on a clean machine? I shouldnt have to pay any fees for an item that doesnt fit when you have a fit guarantee and it doesnt fit as advertised by the photos on the product page. If my product was dirty its impossible to attempt to install it (to discover that it doesnt fit) without it being dirty. If this is the case all your fit guarantees should be removed from the website as they are meaningless.

Sincerely,

*********************
Business response
04/12/2022
Hello,

Thank you for your reply. Our apologies that you still remain unsatisfied with the return credit.

As a courtesy, we did issue a credit for the shipping costs. Unfortunately, a 15% restocking fee is assessed for any items returned in a condition that can not be sold as new. Many times it may even be a brand new vehicle that still has grease or oils from the underbody or tires. Our team carefully inspects all returned covers and, more often, they attempt to spot clean any soiled areas to avoid charging a fee.

We are unable to provide any further credits at this time, and we apologize for any inconvenience you have experienced.

If you have any further questions, please feel free to reach out to [email protected] or call ************ Monday - Friday 7:00am - 4:30pm PST.

Thank you,

Matt K
CarCovers.com Customer Support
Customer response
04/12/2022

Complaint: 16850405

I am rejecting this response because: so just so I understand the integrity in which your company operates; you offer a fit guarantee. When the product you sell does not even come close to fitting the vehicle it says it does you dont offer a full refund if the customer trys to install the cover?
if so your fit guarantee is 100% false advertising and I wish no one ever suffers the horrendous morals your company stands for.

Sincerely,

*********************
Initial Complaint
02/20/2022
Complaint Type:
Product Issues
Status:
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.
11/28/21 - Placed online order (#**********) for Platinum Shield Folding RV Camping Trailer **ver (16'-18'); SKU: ****FC5; $194.95 12/14/21 - Received approval for exchange of product due to wrong size ordered (RMA ********); contacted customer service to confirm the correct replacement product should be the 14'-16' Platinum RV Trailer **ver (SKU: ****FC4); $184.95. Rep confirmed $10 credit would be applied upon return of the ****FC5.12/18/21 - Returned product per instructions and paid for shipping ($42), as incorrect size was my (customer) error 12/29/21 - Received email that replacement shipped; referenced SKU: ****FC5; contacted customer service who confirmed replacement product was SKU: ****FC4 (14'-16' Platinum RV **ver), despite SKU referenced in email 1/6/22 - Received 2nd replacement cover 1/10/22 - **ntacted customer service to inform that both box and bag for cover referenced SKU: EP-FC5 (16'-18' Deluxe RV **ver); rep confirmed incorrect replacement product was sent and provided pre-paid shipping label; correct product to be shipped once incorrect product was en route back to the warehouse and $10 credit would be processed.1/11/22 - Submitted a return/exchange request since no correspondence with the pre-paid shipping label had been provided; received subsequent approval of product return, but pre-paid shipping label not included 1/12/22 - Emailed customer service requesting pre-paid shipping info; provided 1/13/22 Between 1/13/22 and 1/31/22 - Returned 2nd incorrect cover and received 3rd incorrect cover 2/4/22 - 4th incorrect replacement cover received; requested full refund 2/7/22 - Sent follow-up email, since no response received 2/11/22 - Requested prepaid shipping labels; ** provided one prepaid shipping label; emailed request for multiple prepaid shipping label and requested refund to be processed prior to returning incorrect products 2/17/******* refused request for refund 2/20/22 - Emailed 2nd request for multiple prepaid shipping labels
Business response
02/28/2022
Hello,

We are sorry to hear of the issues you experienced receiving the correct cover for your Folding RV Camping Trailer.

Looking into this matter, I see we have recently sent out a second label for return. Please let us know if you have not received that label and we will be happy to assist you further. Once the items are returned and inspected, we will be processing the refund back to your original form of payment. Our sincere apologies for the errors and any inconvenience as a result.

Thank you,

Matt K
CarCovers.com Customer Support
Initial Complaint
02/18/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased their top of the line outdoor car cover last spring for my **** Audi S4. Price was about $180. The claims say easy returns & hassle free guarantee, touting 4.9 star out of thousands of reviews. Their site is even miss-leading with "Custom fit car covers" but if you read the fine print it says "Semi-Custom". Yeah... well after receiving the cover, it barely fits on my car. Some spots are tight, some spots are baggy. After almost a year with it, the wind blows it off every time its ********* have to go wash off all the dirt from it falling on the ground. I tried to work with the company for a resolution immediately but they want to play this shipping game & attempt a new size. I say shipping game because it has to be shipped to them first before anything will happen, has to be 100% clean, etc. I even offered to pay for the replacement before return the 1st just so my car would remain covered. They didn't even give me confidence that the new one would fit, just said a new one will be sent to you once you return the first. Ultimately unsure if it will fix the problem I waffled on doing anything & leaving my car uncovered for the interim. I am so disappointed I didn't choose a better company like covercraft. So much for the hassle free & fitment guarantee. Even the reviews on carcover.com are bloated, there is no way to leave real review. Anyone I speak with will know the truth/scam that is carcover.com
Business response
02/23/2022
Hello,

Thank you for sharing your feedback on your experience.

Looking into this, I do see that the agent assisting you on June 29th, 2021 offered a resolution at the time of your call but the exchange was never completed.

Company policy prevents us from sending a new cover out before the original cover is received, our apologies that this was an issue for you, but we are required to have the original cover returned before proceeding. At this time, the return is beyond the 30-day policy and a refund cannot be accommodated. We offer a 30-day return policy and happily cover the exchange or return shipping costs by providing a pre-paid shipping label if an incorrect item is sent so long as the request is made within 30 days and the item is returned within 15 days of the *** approval.

If you have any further questions, please reach out to our support team at ************ 7am - 4:30pm PST Monday - Friday.

Thank you,

Matt K
CarCovers.com Customer Support

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