ComplaintsforCar Covers.com

• Initial Complaint

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Description of Complaint:?Aug. 23,2020 I bought a car cover for my *************** to restoration, sold through Amazon, arrived Sept.3, 2020. Delays, plus car needed more work; done end of May 21. Cover was too heavy, bulky-no paperwork inside flimsy box, no cover care kit either unless its suctioned inside cover! Disappointed & Never opened; shrink wrapped! I was gifted with a nicer one from daughter! Called Amazon to return- said since its passed the 30 days to contact company directly- No response from *** ever! Called dozens of times & promised a return call/ or waiting to get a live person ; it never happened for many ongoing months! A friend said to see if theres a chat online & did - Jan.31, 22 ; left several messages & still after 2 weeks no response! Very frustrating & this company has a 10 year ************ started this complaint months before the 1st year came up! Order # is 114 - ******* - ******* receipt included plus photo of sealed cover & warranty. They owe me $148.98 , plus send me a return label, in regular mail, for me to send this back

  Business response

  02/14/2022

  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.CarScover.com
  www.CarCover.com
  www.CarAutoCovers.com
  
  In the last image you provided, it looks like you purchased a "Gold Shield" -- that is likely from "www.CarCover.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. 
  
  BBB: Please remove this complaint.
  
  Thank you,
  
  Matt K
  CarCovers.com
  ************

  Customer response

  02/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is resolved; but disappointed in car covers.com for never returning my calls or emails! This couldve been resolved last year. Thank you BBB for getting them into ********************************* L

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an rv cover from CarCovers.com. My husband and I spent an hour unfolding and placing cover on our rv. This was straight out of the box and first time using it. As we began to connect the straps we found a tear near one of the straps. We immediately removed the cover. We spent $500 on this cover because it was supposed to withstand extreme weather conditions. I contacted the company and they offered to send us a new one for $95 shipping cost. I explained to them I did not want another cover that was such inferior quality. They gave me their standard warranty bs and about not insuring a refund because of weather, etc. I explained to them that this was on the rv a total of 30 MINUTES. After going back and forth they offered my 40% of what I paid or if I sent it back they would refund my money. If I accept the 40% I am out $300 for a cheap product that is misrepresented on their website. If I send it back, I am out $300 because that is what it would cost to return it. I want the company to pay for return shipping or just refund my money!! It is their junk product that they are trying to pass off as something more than it is. From reading other complaints on BBB, I am not alone being sold junk and the company not standing behind their product. Attached are screenshots of the false description of this product. CarCovers stop selling this junk!!!

  Business response

  02/03/2022

  Hello,
  
  Our apologies, it appears you have filed a complaint against the wrong company.
  
  Based on the information provided, you may have ordered from one of the following companies:
  
  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. 
  
  *BBB Please remove this complaint.
  
  Thank you,
  
  Matt K
  CarCovers.com
  ************

  Customer response

  02/03/2022

  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.

  I apologize to this company. My complaint should go to CarCover.com not CarCovers.com
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a cover from this business and it does not fit my truck perfectly I'm dissatisfied and I emailed them for a return label and they refuse to send the label to me so I can return the cover and get my money refunded they say on their website that If customer is dissatisfied they will return the cover and refund money but I cant even get a return label sent.Order Number: **********

  Business response

  01/18/2022

  Hello,
  
  We are sorry to hear that you haven't been able to complete your return request with us.
  
  I do not see record of any communication regarding your return on your order or in our support system, please ensure you're contacting either [email protected] or calling ************ for quickest service. We'll be happy to assist you in resolving the fit issue.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Car covers.com sent a cover for my truck and it doesn't fit right and they refuse to let me return it I've emailed and asked for a return label (Free Returns) . They respond to me but have Never sent the return label I wish to return the cover and have my full amount I paid returned to me.

  Business response

  01/13/2022

  Hello,
  
  We are sorry to hear that you are experiencing issues with the cover fit. Happy to help point you in the right direction to get this matter quickly resolved for you.
  
  There doesn't appear to be any records of contact in our support email, have you been contacting "[email protected]"?
  
  For the quickest service and resolution, please call ************ 7:30am - 4:30pm PST Monday - Friday, we'll be happy to get this taken care of promptly.
  
  Thank you,
  
  Matt K
  CarCovers.com Order Support
  ************
  [email protected]
  
  
  

  Customer response

  01/13/2022

   
  Complaint: 16459010
  
  I am rejecting this response because:

  the order number is  3001117415.  Carcovers.com. see attached

   

   

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

  Business response

  01/24/2022

  Hello,
  
  Thank you for providing your order number.
  
  Our support team will be able to assist you further, as they will have questions on how best to resolve the issue you are experiencing.
  
  Please, at your earliest convenience, call ************ 7:30am - 4:30pm PST Monday - Friday, we'll be happy to get this taken care of promptly. Alternatively, we have email support available at [email protected] OR the option of live chat: https://tawk.to/chat/598237d64471ce54db65242c/default
  
  Thank you,
  
  Matt K
  CarCovers.com Order Support
  ************
  [email protected]

  Customer response

  01/25/2022

   
  Complaint: 16459010
  
  I am rejecting this response because: I simply asked for a return label (Again) and they even refuse to send it after stating in my complaint that I need one to return it. they needed to send a simple return label to my email @ ******************** thats all I ask so that I can get the item back to them and they can refund my money.
  
  Sincerely,
  
  *****************

  Business response

  01/25/2022

  Hello Ray,
  
  Please reach out to our customer support team to assist you with a return: [email protected] or phone, ************. I am unable to assist with your request through BBB. We're happy to assist you through email, phone, or chat at your earliest convenience. 
  
  Thank you,
  
  Matt K
  CarCovers.com
  ************

• Initial Complaint

  01/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered mats from this company in October of 2020. They sent me mats that didnt fit. They told me that they would send replacements. They never did. I have emailed and called multiple times and have had zero help. They finally emailed me back today stating that they would give me a 30% refund because the mats are no longer in production. I paid hundreds of dollars nearly 15 months ago for nothing. I want a full refund and for this business to be held accountable for their lack of actions.

  Business response

  01/07/2022

  Hello,
  
  Our apologies, it appears you have filed a complaint against the wrong company.
  
  From the information you provided, we are not able to locate an order in 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,
  
  Matt K
  CarCovers.com
  ************

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a carcover a few days ago. The carcover doesn't fit my vehicle. I contacted the company numerous times via email and telephone. They keep giving me excuses about sending them a carcover part number and pictures of the item not fitting my vehicle. I have complied with all their email's request. This company seems to be ignoring me now and won't honor my exchange. They are not honoring their policy exchange agreement.

  Business response

  12/14/2021

  Hello ******,
  
  Thank you for reaching out, we are sorry to hear about the issues you are experiencing. Looking into this, I see the order was placed for the following year make and model:
  
  2020 GMC Sierra ****** Extended Cab Short Bed(6.5 Ft)
  
  Can you please confirm the cab type and bed length? Also, our customer support team was inquiring about the *** on the tag of the cover, something similar to "UC-T_" will give us the information we need to proceed.
  
  Once we can confirm the details, we will be happy to assist you with an exchange. Looking forward to your reply.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  12/14/2021

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

  Business response

  12/14/2021

  Hello,
  
  Unfortunately we do not see a reply on our end.
  
  To better resolve your issue, please contact [email protected] or call ************, we'll be happy to help you promptly resolve this fit issue.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  12/14/2021

   
  Complaint: 16361805
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 14" wheel covers (hubcaps) on 11-12-2021. My credit card was charged $37.56 and then refunded on 11-16-2021. On 11-18-2021 my credit card was again charged $37.56. Several days later a package arrived but they sent 15" wheel covers. This is not what I ordered. I have called 3 times and left messages per their request. They state they will respond in 24 hours but I so far have gotten no response. I would love to have the hubcaps I ordered or my money reimbursed. The company is The ********************** ******************************************. there phone # is ************. When I contact the # it states welcome to the car cover company and gives an email address that for some reason I can't connect to. I left messages each time I called.

  Business response

  12/14/2021

  Hello,
  
  Our apologies, it appears you have filed a complaint against the wrong company. We do not offer wheel covers.
  
  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,
  
  Matt K
  CarCovers.com
  ************

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased car cover and my vinyl matte wrap was ruined by chemicals in car cover. I contacted customer service and was told I would get a full refund. All I have received is a copy of original invoice. I've called six times in a month to no avail. I have copies of original emails stating they would issue a full refund and an apology. It's been over a month and still no check .

  Business response

  12/14/2021

  Hello,
  
  We are sorry to hear about the issues you experienced. 
  
  I have looked into this issue for you and I see that we were unable to provide an electronic refund. For that reason, we needed to send a manual check. Check refund processing times are greatly impacted by our current remote working environment, our apologies for the unusually long wait that you experienced.
  
  Our accounting department confirmed that your check has been mailed. Please expect delivery within 1 week via mail. 
  
  If you have any questions or concerns in the future, please let us know by contacting [email protected] or calling ************.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************ 

  Customer response

  12/15/2021

  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

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Indoor Black Satan car cover from this company on 10/26/21. At the time of the order, the system asked me for the year, make, model of the car which I supplied. I also paid for expedited order/shipping which the system claimed they would have the order shipped that day. I received an email shortly thereafter saying the Black Satin car cover was on back order and would be available within 1-2 weeks. They offered me a "free" upgrade if I wanted to a Platinum Exterior cover. I called customer service and spoke to a young lady named Caileen, to discuss it and as such, I accepted the offer. The car cover arrived at my house via *** on 11/2/21. I immediately tried to fit the cover onto the car and noticed that front to back it fit but side to side it didn't. So, I called customer service and again spoke to Caileen who had me take pictures of the cover to send to her via email, which I did. She told me that she would send it to the "fitting" department for them to decide which cover to send me. After not hearing back from them in several days, I made another phone call. Again, I spoke to Caileen who apologized and said, after checking, that the cover they were going to send me, was back ordered. At that time, which was November 9th, I told Caileen I wanted to return the car cover and get a full refund which the company's website said was their policy stated in their return/cancellation policy. Since that time, I have spoken with Caileen and two other CSRs since no RMA or *** label arrived in my email inbox. I have been told that they are having troubles with their system and are having their "technical" department check into the matter. This matter has been reported to my credit card company (Chase) and the charge(s) have been disputed. I want a *** shipping label and a full refund for the $202.48 (the car cover and expedited shipping amount) and the $1.07 charge for the shipping of the "free upgrade". The cover is ready to be returned ASAP.

  Business response

  11/15/2021

  Hello,
  
  We are sorry to hear about the frustration you experienced with your recent order.
  
  The Black Satin Shield is currently under high demand, and we are doing our best to ensure stock is replenished in a timely manner. It appears that the cover that was sent to you as an upgrade was not the correct size, our apologies for the mistake. A return label has been sent and it does appear you are currently in the process of mailing the item back for a refund.
  
  Please note that because the transaction is now under a dispute, there may be delays in the processing of the refund beyond our control. We will do our best to move the dispute process along promptly to the best of our ability, but we cannot guarantee an exact date of the refund since the dispute needs to be fully resolved before a refund can be made.
  
  For any questions related to your refund, please direct those questions to the bank you opened the dispute with, as we will have no access to the funds while under dispute.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

  Customer response

  11/15/2021

   
  Complaint: 16122228
  
  I am rejecting this response because:

  Car cover was returned, was received at your loading doc, *** verifies this. You misstated why we are at this juncture.  The problem was not in the originally satin indoor car cover that was on back order. The problem arose when your company sent me a supposed "upgraded" indoor/outdoor car cover as a free upgrade that arrived promptly and did not fit the car. The problem continued when I was told that the car cover that would fit my car was back ordered.  And that is just weird. My car is not a special size and your company was not shipping me a custom car cover.  So, I will accept a response from you when a refund is issued.  Meanwhile my credit card company has been this charge in dispute and I will be updating them as to the status here.  

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

  Business response

  11/16/2021

  Hello,
  
  Thank you for your reply and update on the returned item.
  
  Please continue to work through the dispute with your credit card company and seek updates through the dispute portal on their end if applicable. Once the dispute is resolved, we will be able to issue a refund back to the original form of payment. Until the dispute is resolved, we have no control over the funds that are tied ** in dispute.
  
  Thank you,
  
  Matt K
  CarCovers.com Customer Support
  ************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a car cover for $233.44 that was listed as in stock and next day shipping. I was charged through PayPal immediately. Next day I received an email saying it was on back order. When I responded asking for a refund, I was responded to with them stating they would email me within 3 days. I called and waited on hold for 30 minutes and then was disconnected. I filed a dispute with pay PayPal and finally contacted car covers. They said I had to cancel the dispute BEFORE they would refund. Item still shows in stock and the last representative from car covers told me that they have the material, just not the cover. Again, I was told to cancel the PayPal dispute and then I would get a refund. If I cancel the dispute as they are demanding, I will have no way of having the $233.00 refunded. One of the online virtual assistants told me I was scamming them! I have emails saved, screenshots of virtual conversations and recorded voice conversations.

  Business response

  11/03/2021

  Hello,
  
  We are very sorry to hear of the issues you experienced with your order.
  
  Looking into this, I see that the dispute was closed yesterday, 11/2/2021. As the dispute is now resolved, you should see the funds returned in your bank account within 1-2 business days.
  
  If you have any follow-up questions, we are happy to help - ************ or email [email protected].
  
  Thank you,
  
  Matt K
  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. ↩