ComplaintsforTarps Now

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased outdoor curtains from Tarps Now in September 2022 to enclose an outdoor area. I provided custom specifications as requested by the sales team. There were errors and they didnt come as agreed but I was able to work through things and get them installed and they were functional. I had furniture delivered that day and it needed to be protected from the elements so I could not return them to be made to spec.In February 2, 2023 the curtains ripped and I notified Tarps Now what occurred and sent pictures. After several days I received notification that Tarps now would not cover the damage that there were 25MPH winds in my area and they considered that an act of nature not covered by warranty. They also informed me that I should have taken the curtains down in high winds, yet the winds in my neighborhood that evening were listed as Fresh Breeze according to the ************************* During the sales process or on any correspondence I was never told to take the curtains down for moderate winds (any winds for that matter) and I was explicit in my conversations as to their use outside. In fact in my correspondence back and forth with Tarps Now they used the term outdoor curtains as did I.After the e-mail denying my warranty claim I requested a phone call with a top executive at Tarps Now to discuss the claim. I was denied the meeting as the sales person told me she makes the decision solely with input from her production team.I would like restitution. I spent $1,060.72 on these curtains and was explicit about their use. I was never advised to take them out of the wind. They ripped in moderate winds and my request to have them repaired was reasonable. To use act of nature as the reason for not honoring the warranty is egregious.

  

  Business response

  04/12/2023

  Thank you for bringing to our attention this issue with the outdoor curtains. On 11/15/2022 there were some issues that the customer contacted ********************** about regarding pockets not being installed properly in the curtains. A return and fix/remake was offered. The customer requested rather for a partial refund due to the $115.20 that they already spent to make the tarp work for their application. A 30% ($107.69) refund was provided and applied through the customer approval to ********************** on 11/28/2022.

  We feel we should not be responsible for any issues that occurred following the refund since the customer refused the repair for the original issue and accepted the discount on 11/28/2022 to cover the repairs they made on their own.  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a tarp because their website said made in *******, they sent a made in ***** tarp. made in ***** tarps are half the price. I wanted a made in *******.I called them, they wanted me to pay for shipping it back and 25% restocking fee.they are false advertising!

  

  Business response

  12/27/2022

   

  Thank you for delivering the issues provided by the customer regarding the tarp in question and its country of manufacturing. Although many of our tarps are made in *****************, there are also many that are produced in other countries. Certain materials and types of covers are mass produced because of specialty and cost effectiveness. We do state on each product page whether it is made in ***************** or if it as an imported product. The cover in question for this order, a 75% shade mesh tarp, is imported. We state this import designation in two separate places on the product page, the same page where the tarp is ordered from. When the customer called to return the tarp when he discovered that it was imported, he was very angry repeatedly using foul language not allowing the customer service team member to explain the import versus made in ***************** aspect for this item. The customer was also quite irritated by the posted 25% restocking fee that we charge for returns that are not defect related. When the department manager called the customer back after not long after the initial conversation, she was hung up on when she identified herself. As mentioned, we do have many made in ***************** products and highlight this, but we do not state that all of our tarps are made in *******. We do state clearly when tarp covers are imported.  

  Customer response

  01/05/2023

   
  Complaint: 18617616
  
  I am rejecting this response because: I looked carefully for anything that depicted not made in ******* on their site for the specific tarp that I ordered. I did not see anything at the time. they may have changed it now, after the fact.

  the first woman I spoke with was very rude to me. they are a bait and switch company. it's a shame they are all getting that way now. I could have bought a cheap made in ***** tarp from amazon for half of the price. that was the reason I was looking for made in ******* to start with. their main page says made in *******. i looked when I selected the tarp and during check out. never saw anything different.

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

  

  Business response

  01/12/2023

  We have stated, in our initial response, how the conversation went and a follow up call by our management that ended upon her announcement of who was calling. It is unfortunate that the customer did not see the imported product aspect mentioned in two different places on the product page, which has been there for years. The accusation that we added content after the purchase is not the case. Tarps Now stands by our website and customer service representation. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a Custom Order with Tarps Now with specific sizes needed for my home project for a total of $230.00. When the tarps arrived, they were 2 inches short by both the length and width. They were unusable. I called customer service at ********************** and they told me 2-3 inch deviation is standard and there is nothing they could do for me. No refund, no replacement, nothing.

  

  Business response

  10/25/2022

   

  

  Business response

  10/31/2022

  Tarps Now appreciates the concerns and comments provided by the customer regarding the issues that were brought forward on the dimensions of the ordered tarps. Although it is our intention to be exactly precise on the ordered dimensions, standard production tolerances industrywise are +/- 2 because of the particularities that occur in the fabrication process and characteristics of the fabric. We state the dimensional tolerances along with other special items relevant to the potential order in the special notes on the same page as the pricing that is quoted in the custom ordering application.
  
  As we are within these tolerances, we are standing by our dimensional policy. However, Tarps Now did extend a $50 discount (which is approximately 25% of the $199.90 order price) as an offering of goodwill for the customers concerns. The customer rejected the discount proposal.    
  
   

  Customer response

  10/31/2022

   
  Complaint: 18234617
  
  I am rejecting this response because:

  Tarps Now have had complaints recorded on the BBB and it is clear that Tarps Now have remade custom products that customers also complained about the dimensions. In my case, they decided not to remake them.

  I am so disappointed to receive your latest email stating that you are standing strong behind a company's policy.
  

  On the TARPS NOW website, I found a few interesting statements as well under the heading of, About Tarps Now. 
  "Customer satisfaction is at the TOP of your list of priorities."
  "We will make sure your project specifications are followed and your expectations exceeded."
  Which qualities and standards do you choose to stand behind and which ones do you not? 
  
  About Tarps Now
  Our History
  Being a commercial manufacturer of custom and standard size tarps and covers for more than a decade, we noticed that it was virtually impossible to find a good combination of convenience, service, quality and price in an online tarp supplier. We started Tarps Now.
  
  Who better to know what customers want than the customer themselves? We run the business with the customer's needs in mind. Now, YOU can benefit from our commitment to provide a better alternative. Customer satisfaction is at the top of our list of priorities.
  
  Our Promise
  Tarps Now promises to provide the service you deserve, convenience you desire and the quality you expect - all in one place. We're the business started by customers for the customer. ********************** is committed to conducting honest, ethical commerce with consumers and businesses as well as providing the lowest possible prices for all of our products
  If you ever have questions or concerns just email us or call **************. We are here for you! 
  Our Service
  Know what you want? Use our convenient online ordering for stock tarps or email us for all your custom needs. Our simple ordering system will have your quality product on its way quickly and efficiently.
  If you have certain specifications and sizes, our knowledgeable staff can guide you through the process to keep your project on time and on budget.
  Tarps Now carries a wide selection of industrial grade tarps to fit almost any need, whether it be canvas, ploy or vinyl, whether it be a tarp for a wood pile, or a baseball or football field, we will make sure your project specifications are followed and your expectations exceeded!
  
  What expectations did you exceed? What Quality did I expect? Customer satisfaction is at THE TOP OF YOUR LIST OF PRIORITIES? 
  
  *For a company that seems to care about its reputation, you have done a poor job of living up to your mission statement and communicating with me to make my order right. 
  
  IN ADDITION: Check out the website: "Indeed" and what your employees say and feel about your company. 
  
  CLICK:  https://www.indeed.com/cmp/Tarps-Now/topics/company-mission-and-values
  Trust
  I can trust people in my company
  Strongly disagree 50%
  Disagree 0%
  Neutral 10%
  Agree 0%
  Strongly agree 40%
  Purpose
  My work has a clear sense of purpose
  Strongly disagree 60%
  Disagree 0%
  Neutral 0%
  Agree 0%
  Strongly agree 40%
  Now, I am in possession of 2 tarps I cannot use, there is now no refund, no replacement, no apology, no more $50 goodwill payment, no customer satisfaction and no expectations met or exceeded.
  How much would it have cost your company to re-make my order to my specifications? Was your response a GOOD business decision? Your company clearly lacks leadership, quality and integrity. 
  
  Home Depot and Lowes sells 8x10 tarps for $20.00 - $30.00 which I could have cut and sown myself to the correct dimensions. 

  Instead, I paid a total of $230.00 for 2 tarps. That is $100.00 each for two tarps, both of which had dimension issues. One tarp was ONLY a 4' x 4' custom tarp for which your company was not able to produce within a (+/-) 2". I would call this a COMPLETE FAILURE.
  
  Your company sells CUSTOM tarps that require us to accurately measure and provide those details so we receive the exact product we need. What is the point of a CUSTOM TARP if you cannot produce it?  Many of the complaints on the BBB are about the incorrect dimensions. Are we to believe the people working in your shop cannot accurately use a measuring tape? Seriously? You are joking. Perhaps you should think about hiring staff that can measure and produce CUSTOM TARPS accurately. These are CUSTOM TARPS after all. Do you understand the meaning of the word, CUSTOM? Two inch variance.....PLEASE. 
  
  When I noticed the incorrect dimensions, I sent out an email immediately with no response. I had to make the call to TARPS NOW and what a disappointment. 

  When I first mentioned to you that both CUSTOM tarps I ordered were off by 2 inches on both the length and width, I thought 
  what you might have said was, "What can we do to make this right." But you didn't...you just guided me to YOUR POLICY that states there is a (+/-) 2" variance and there was nothing else you could do about it. You left it right there....no options, no replacement, no refund, no suggestions, nothing. I had to suggest some kind of compensation....You still balked. Then instead of doing the right thing which was to instruct me to send those back, we will make it right, again, you didn't. Instead, you finally said, "Let me see what I can do." You eventually came back and offered me $50 in the hopes I would take it and just go away. You seemed just fine with my having spent $170 for 2 tarps I cannot use. It didn't bother you a bit. For me, it was NOT OK. Your response was weak and it was the wrong decision on every business level. 
  
  I was left with no choice but to file a complaint with the BBB. Once on the BBB site, I noticed there are 13 complaints on the BBB in the last 3 years regarding your company, its products and the quality of your customer service. Many of the complaints were about your company's customer service, dimension issues, which now makes complete sense. 
  
  As a company, it was more important for you to stand behind your POLICY of variance instead of doing the right thing and just remake the tarps. Got it. 
  
  Yours truly,  
  *****
  Sincerely,
  
  ***************************

  

  Business response

  11/07/2022

  Tarps Now appreciates the concerns and comments provided by the customer regarding the issues that were brought forward on the dimensions of the ordered tarps. Although it is our intention to be exactly precise on the ordered dimensions, standard production tolerances industrywise are +/- 2 because of the particularities that occur in the fabrication process and characteristics of the fabric. We state the dimensional tolerances along with other special items relevant to the potential order in the special notes on the same page as the pricing that is quoted in the custom ordering application.

   

  As we are within these tolerances, we are standing by our dimensional policy. However, Tarps Now did extend a $50 discount (which is approximately 25% of the $199.90 order price) as an offering of goodwill for the customers concerns. The customer rejected the discount proposal.    

  Customer response

  11/09/2022

   
  Complaint: 18234617
  
  I am rejecting this response because: Tarps Now is lying. The customer did NOT REJECT the discount proposal as they just stated. I received an email from Tarps Now on October 18, 2022, clearly stating they will NOT provide the goodwill discount in light of the complaint I filed with the BBB. (See Attached). They pulled back the discount because I filed the complaint, not because I rejected it. Tarps Now has lied which proves they are an unethical company to work with. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 3 contacts to Tarpsnow and never a resolution or returned contact to order not being received. Having a hard time getting a refund

  

  Business response

  01/12/2022

  Thank you for notifying Tarps Now about the complaint from the mentioned customer. We apologize for the length of time the order has been taking due to circumstances beyond our direct control and realize the concern that this may have caused. Our customer service team member fulfilled the demands of canceling the order on the day of these calls (1/11/2022), which was communicated despite being yelled at in profanity-laced conversations with the customer. As mentioned, the order was canceled the same day and a refund request was issued immediately within the system. A typical refund takes one to three days to process and transfer to the customer account.
  
  

  Customer response

  01/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is a rude and give customers misleading information on product and time needed for " special " order no it's right from their site list sizes of ordered item and then give false lead times. I had tried canceling the order without dealing with tarps now staff. And email was declined and said " reached its limits or space.

  

  Business response

  02/22/2022

  We did respond on 1/12/2022 (see below, which s posted on this site). The full amount was refunded on 1/12/2022 Transaction ID: *****************. Telephone number on account ************ did not work for notification, the mailbox was full. 

*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. ↩