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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
11/30/2023
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.
I had ordered a product that I did not receive in a timely manner. Eventually the product came. During the process I I filled with my credit card company to refund my payment due to the fact I did not receive the item. After receiving the item I called my bank to inform them I finally received the item and to reverse the transaction and validate payment to the company,The Carcoversusa is being very aggressive and will not stop its aggressive collections. I will attach proof of payment reveal and email confirmation.
Business response
11/30/2023
********************* ***** **************** ********** ** ***** ******* ****** ************** ******* ****************
Part shipped exactly on time, customer provided a invalid email, so received no order info.
Called customer numerous times and he stated he would pay, as of today he still has not paid.
This account has been sent to collections and will remain in collections until paid.
thank you,

Customer response
12/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************
Initial Complaint
11/28/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
9/30/23 I ordered seat covers for my 2023 ram **** hemi etorque mild hybrid pickup front car covers *** **** Cardinap Dr #****** ********** *** 32964.irder number ******. The estimated ship date was 10/31/2023. I got the front seat cover which fit fine and installed them a few days later I got the rear seat cover and it did not fit as it lacked cut out for middle seat shoulder lab belt restraint. The front seat cover said it was for a 2023. The rear seat cover was for a 2022. On 11/2/2023. I contacted carcoverusa about the rear not fitting I was referred to ***************************** ****************************************************************************** ************ **************************************** ******** had me send pictures she was out sick contacted her boss sent me pictures which show it does not fit. ******** said to return it to Flouda. I CONTACTED THEM and was told I needed to contact ******** for a authorization code. I contacted ******** who said I can't return the rear cover. I want to keep the front cover and return the rear that does not fit.
Business response
11/28/2023
Was working to help this customer,
now they have filed a complaint so you can deal with the BBB

Customer response
11/28/2023
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 and the matter has been resolved.
They sent a reference # and will accept the return minus 20% which is better than nothing
Sincerely,

*************************
Initial Complaint
11/22/2023
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.
Order Placed:9-27-2023 Order Received:11-5-2023 *Took way too long to arrive.*Package was absolutely filthy. *Contents inside package were thrown in the box, no packing peanuts, etc *Asked for a $100 credit back on my card to avoid BBB. Was told no very unprofessionally.E-Mailed company for a $100.00
Business response
11/22/2023
*********************************** ** ******** ****** ** ***** ****** ****************** ****** ************
This is true *********************************** did try to extort **,
He threatened to file a BBB complaint if we did not send him money.
*********************************** did not provide any proof to support his claim of receiving a dirty item, no photos only rude threats & insults.
Initial Complaint
09/07/2023
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.
Seller sent wrong item after order was placed. Was only discovered upon attempt to install item (car seat cover)Upon contacting seller, customer service representative would not offer a solution to the problem, suggesting it was my fault.Business then threatened legal action after I left a negative review on the Better Business Bureau website. Business claims that it is illegal to post negative reviews (it is not)They attempted to bully me into removing my review by intimidating me with a 'legal team'Seller has faked a "cease and desist" order via email and is now not responding to my emails in an attempt to receive the correct part.
Business response
09/07/2023
*********************** *** **************** ************* ** ***** ****** ******************** ****** ************
Confirmed this has been sent to our legal **** as *********************;placed a order 2 years ago, on 8/16/2021 contacting & harassing us now us now saying he received the wrong cover.
*********************** received the exact cover he ordered 2 years ago, on 8/16/2021 as per the order receipt,
*********************** was advised that he received exactly what was ordered 2 years ago on 8-16-21, sent copy of the order receipt and also advised *********************** that is the only cover per his vehicle,
*********************** dissembled his entire vehicle, changed the seats, than tried to blame us,
He is being sued for posting a false negative review & harassing our employees when told to cease & desist contacting us numerous times,
*********************** is about as dumb as they come, he even followed up on the lawsuit so we had to further explain it takes time, we submitted the info on the false post to ****** & they require 90 days to process.
*********************** was advised this was all done online & there would be no court date, this moron than reply's back that he cant wait to see us in court.
***********************
*** **************** ************* ** ***** ****** ******************** ****** ************
Customer response
09/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Business is threatening legal action after leaving them a justified negative review on the BBB website
Business sent the wrong item to me and is making no effort to resolve the issue
Business has resorted to name calling, stating that I am "as dumb as they come" in their official response to my complaint
Business falsely stating that I am "harassing" employees by contacting them in an effort to resolve my issue. In actuality, no form of harassment has occurred - only attempts to have my issue resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************
Initial Complaint
02/13/2023
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 1/28/23 I order a dash cover and received it on 2/2/23. Once I attempted to install, it was obvious it was wrong. I emailed ******************************** and asked how to return with refund or exchange without any cost. I was informed exactly "Hello If our error, no cost to you, Full Refund or Exchange.Can you send a photo of the part # serial # tag on the mat you received ?thank you"I send the image of the pack slip as well as the serial tag on the back of the mat. email recieved: From: CarCoverUSA <********************************> Sent: Thursday, February 2, 2023 6:53 PM To: ***** ****************** <*****************************>Subject: Re: Fwd: CarCoverUSA Order ****** Ok will send a return label & get your correct one to you.thank you "On Feb 8, I returned an additional email asking for my return lable and was told it was told it would send by Fed Ex and to check my spam, then asked me to send additional pictures of the part number and dash installed, which we provided on 2/12. The company stated the mat is correct and I dont know what kind of vehicle I drive. The lable on the mat clearly shows it is for a 2006 and we own a 2007. They refuse to remedy the problem.
Business response
02/13/2023
*************************
Address: *******************************************************
Customer received Exactly what she ordered, a dash cover for a 2007 Chevrolet Silverado **** Classic,
customer does not have a 2007 Chevrolet Silverado **** Classic, and thats why it does not fit.
This was explained to her & her husband over & over numerous times,
they just refuse to accept the very simple fact that they do not have a 2007 Chevrolet Silverado **** Classic.
Customer's own photos proves this, we also sent photos showing the difference, customer insists upon cursing & threating our staff.
Again very simple & hopefully for the last time ************************* YOU DONT NOT HAVE A CLASSIC ****,
you ordered wrong, you need to re order correctly for the New body style
2007 Chevrolet Silverado **** ( NOT CLASSIC )
As you will see on the website there are 2 choices for a 2007 Chevrolet Silverado ****, you just cant guess you need to know which you have,
and now from your photos we do know you do not have the Classic !

Customer response
02/15/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We recieved a 2006 per images on packing slip and tag on the back of mat. Per email conversation, return lable was to be provided

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
04/19/2023
************************* **** ********** ******** ** ***** *****************************
**********
Customer was sent the correct part as ordered, for a 2007 Chevrolet Silverado **** Classic LS after going back & forth with her & her husband who passed 100's of insults, racial slurs, and curses.
They finally admitted they do not have a Classic, and they ordered wrong,
Everyone who knows ***** & GM can confirm there was a split year in 2007 the New body & old Classic.
This rude, insulting, lying, nasty customer has the new body, ordered wrong for the Classic body,
they know this admitted this and now 3 month latter decide to go to the BBB.
Well guess what the BBB can not & will not help with your error, next time order correctly and be nice and you will get the correct part !
Customer ordered wrong, customer does not know what body style they have, customer admitted this 3 months ago, we have written & photo proof.
Case closed,
Initial Complaint
11/15/2022
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 Sept 23 I purchased a front end car cover by le bra at carcoverusa.com. I paid $139.99. When I received the item I put it on my car. It attached in about 20 places, and on the passenger headlight, the attachment is a little tan of fabric that you push between the headlight and fender. It didnt stay put and flapped the corner of the cover against the paint and light. After one time driving I took the cover off and put it back in the box. I contacted the company for a return. They sent me a return code and I shipped it back at my own expense. I contacted the company last week because I still hadnt been refunded. They said I should have it by last Friday. I dont have it still today so I contacted them again. They sent me 4 photos claiming the item was dirty and that it was shipped back so they didnt have to refund me. I have attached the photos of the dirt they say came from my possession of the item. This is a black faux leather front end cover. The photos are the thin white fabric on the back side. This is not a dirty item. There are minor marks which I dont even know came from my possession of the item. They are clearly avoiding honoring their warranty. I want to be refunded for this item and I dont want to pay to send it back yet again.
Business response
11/15/2022
********************************* ***** ************** ********* ** ***** ******* ****** ************** ******* **************
Customer returned a used dirty part, and is fully aware of the return policy.
Lebra factory has documented this and sent her photo's of the part, barcode # serial #,
All return's must be clean & re sellable,
No false claims were made and 99% of customer do return clean & unused,
this customer did not & when we offered to help asking her to clean it & provide the Lebra factory contact info
where as they work with customers, she refused.
Initial Complaint
10/13/2022
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.
Very ********************* which appears to be broken. I ordered ( ******) front and back seat covers for RAV4 ( Quality was very good ) but straight after the order ( Same Day) - I asked them to cancel the back seat ones . CCU responded via their sales email ( CarCoverUSA sales at carcoverusa.com>) on Wednesday, Jul 27, 3:33 PM the following."Ok we cancelled the rears thank you" . When the package arrived - only the ***** t seat covers arrived as expected however they did not refund my credit card for the Rear Seat cover charge. I contacted them and AMEX and said that I am not paying for something that I did not receive so I challenged the payment with AMEX and requested a partial refund. Instead of contacting me to discuss the issue - CCU has now threatened to call the collectors for none payment for the REAR car sear covers that I NEVER received and had cancelled on the day of the order and CCU Approved . Contact NAPA napaonline.com and get your car seat covers from them much friendlier customer service.
Business response
10/13/2022
No contact from customer, credit was attempted but issue with his card either expired or changed #.
Instead of contacting us to discuss the issue customer filed a credit card charge back for more than double the amount, figured we would not check & get himself a huge discount
Not nice !
Failed to reply to our repeated attempts of trying to contact him, so only after was sent to collections did he finally ***************** with a BBB complaint
Sir you need to fix your credit card issues, than we can issue the correct amount of refund, not double the purchase price as you told Amex
****************************
*** *********** ************ ** *****
************
Initial Complaint
09/29/2022
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.
I ordered seat covers online from CarCoverUSA. I received my order of Carhartt seat covers on 9/7 and went to install them on my new truck on 9/8. As I was installing the console cover, I discovered a large rip in the seam. Moreover, the Velcro straps interfere with the opening and closing of the console cover. I emailed the company to explain the defects and asked for a return authorization # so I could return the seat covers for a full refund. The company emailed me a return authorization number and I had to pay the shipping to return the defective product. The ***** tracking shows that the company received the package on Thursday, September 15th. I have still not received my refund for the defective goods. I first contacted the company on September 19th to inquire about my refund and was told it would take 5-7 business days for the refund to process. I emailed the company again on 9/26, the 7th business day and was told the refund had not yet been processed. When I asked why, the next response from the company was that the factory had received the product and needed time to process the refund, which could be another week. However, I shipped the package to the address on the return authorization email, so that should have been the correct address. My most recent email to the company to inquire about my refund was answered with "This is normal, refunds are not instant. Should be done this week." It has now been two weeks since the company received the package containing the defective goods, and I have still not been refunded. I am very concerned that this company is not going to honor their commitment to refund my money per their refund policy.
Business response
09/29/2022
As per the Carhartt factory policy, Any factory defects a pre paid return shipping label is provided and exchange or refund.
As previously explained to the customer numerous times, refunds are not instant, there is a process, the factory receives and inspects, than issues the credit so we can refund,
This is normal all across the industry. Customer was advised already refund will be issued this week. Again Please be patient and allow the return process to complete.
*************************** *** ***************** ******* ** ***** ******* ****** ************** ******* ************************

Customer response
09/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I was not provided with a prepaid return label and I had to pay $53 to ***** to ship defective products back to this company. There is one business day left in this week and I still have not been refunded.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
11/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I am not sure how I can be more clear. I returned DEFECTIVE GOODS and per the company policy on returns, I am due a FULL REFUND to include a PREPAID SHIPPNG LABEL to return DEFECTIVE goods. I WAS NOT ISSUED A FULL REFUND NOR WAS I PROVIDED A PREPAID SHIPPING LABEL TO RETURN DEFECTIVE GOODS. INSTEAD, I WAS ISSUED A PARTIAL REFUND AND HAD TO PAY ***** $53 OUT OF POCKET TO RETURN DEFECTIVE GOODS.
I HAVE DONE MY PART IN RETURNING THE DEFECTIVE GOODS AND I EXPECT THE COMPANY TO DO THEIR PART PER THEIR RETURN POLICY.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
11/09/2022
***************************
*** ***************** ******* ** *****
Daytime Phone: **************
E-mail: ************************
Initial Complaint
03/10/2022
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.
My boyfriend purchased car seat cover for my car as for my birthday gift Purchased Seat covers from Carcoverusa They did not fit and there was no cut out for the center arm rest as there web site described. When He returned it they only refunded him 80% of the list price- taxes not included on the return figure.Customer service is a joke and they will not provided a phone number for you to contact them.Worst company I have ever done business with. Plus I have to pay 28 dollars for shipping return I would like whom who can help to solve this problem this business is rip off and stealing money from customer stop them Please help and stop them to do like this to customer on the future I just like to get full amount money we paid back Thank You very much for your help
Business response
03/10/2022
Not our customer, was not purchased from our store.
Customer response
03/10/2022
I already said this order as a gift from my boyfriend purchased fir me . The order # ****** and the return Authorization # ********* purchased on 12/29/2021 . I know they want to avoiding their bad behavior in business
Business response
03/11/2022
Customer is rude & insulting to our staff, covers sent were exactly as ordered,
customer advised to simply read their order receipt which clearly shows what they ordered.
(****************) CUSTOM SEAT COVERS (1 ROW) BALLISTIC LIGHT **** for Rear 2020 ****** Highlander Hybrid LE 60/40 Split; With Removable headrests.
There is no cut for a center armrest because the customer did not order for a arm rest, this was explained already & clearly stated in the shopping cart, at checkout & again on the customers order receipt.
As these are made to order the Coverking factory does charge a restock fee ( also clearly displayed on website, checkout, shopping cart, order receipt, & return authorization )
We offer to pay this restock fee for any customer who wishes to return for any reason if they reorder,
Covers sent were as per the order,
thank you
Customer response
03/11/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Would not have to be rude if the customer service was of any quality. They want to blame consumer for all mistakes and assume no responsibility for the product they sell. They are a second party to the manufacture. ( Coverking)
There is no cut out for arm rest as the option does not exist on the web site when ordering. Only gives you the option for bucket seats or 60/40 bench seat. I made the mistake that they would know the split seat has an arm rest. All you have to do is look up the type of vehicle on the internet and it will tell you seat options and what they look like.
We have over 2 dozen emails to this company that simply does not want to refund for a mistake THEY made. In several of the emails we asked for a phone number to simply speak and explain what was wrong because it is hard to do that via email.

They would not give a phone number but would back track to a previous email and turn full circle with reasons it was the purchasers fault.
First it was ordered wrong, then we needed pictures (which were provided), then wouldn't provide a number, then back to ordered wrong.
My mistake, they did give me a phone number but to another company, that should tell you something !
Any reason not to refund and scared to talk on the phone.
This company has the worst customer service I have ever had to deal with and will never buy anything from them or Coverking again.
Have purchased several products from them in the past but NEVER AGAIN

Did I mention they are horrible and customer service is the WORST EVER
I have followed all of the return procedures.

Return Policy: If for any reason you are not completely satisfied with your purchase, you may return the item within 30 days of delivery of your order .The item(s) must be in new condition, clean, re-sellable and have a Return Authorization #. Returned orders will receive a refund, - minus shipping costs, - minus factory restocking fee. If there is a factory defect or our error, than we do refund shipping & restocking fees (Photo proof is required). We do not accept returns of used or dirty items, custom-made to order products, WeatherShield, Form-Fit and Sunbrella fabrics, covers with reflective welting, logo, or embroidery added, any cover with customer supplied dimensions, or items returned more than 30 days after delivery. Some custom covers are returnable - minus a restocking fee. * We will pay the Factory Restocking fee with a reorder.
they cheat on customers to steal money from customers i don't need that ************************************* stay away from them and not buy their stuff

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************
Initial Complaint
03/07/2022
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.
I purchas** a car cover back in January 8 2022 from Car Cover Usa, on the order info it said it will be shipp** **** business days. My order was not a specialty order, in February 2022 my order had not arriv** nor has the order shipment been updat**. Car Cover Usa do not have a phone number to talk to someone, I email** them telling then that I had not receiv** the order, the I no longer ne**** the order that I want ** to cancel, there reply was that the cover was not available until the end of Feb, that the will cancel the order and issu** a refund. but they repli** to me once I issu** a dispute with my cr**it card company because I didn't here from Car Cover Usa for a while. Now they are saying that the issu** to cr**its, My cr**it card company told me that the dispute never went thru because they saw that Car Cover Usa at the end refund** the money. they are treating me to send me to collection and to place a lien, for money I don't ow** them. I have reach** out to Car cover USA to send me prove of the 2 refunds that they did issu** to my account, because I do have proof from my cr**it card company that It was only 1 cr**it. people ne** to be careful not to make business with a company like this. This company likes to threaten** people with collections without providing proof, because there's similar complaints in the BBB against them for a similar situation like mine. I am including in my dispute the emails exchange between my self and Car Cover Usa and the caret card company resolution, showing proof that only one cr**it was refund** and that Car Cover Usa never got charg** for the dispute that I made since they finally refund** the money.
Business response
03/07/2022
This order a specialty order, customer knows this and is clearly stated on the website, shopping cart, at checkout & also order receipt.
CUSTOM VEHICLE COVER SATIN STRETCH 2-TONE BLACK SIDES DARK **** CENTER CLASS 5 for 2017 ************* GLS550 4Matic (X166 Body Style)
Customer requested to cancel & so we issued a refund, than they also filed a credit card chargeback ( receiving a 2nd refund also from their credit card company )
Customer denies this & we are now in the process of trying to retrieve the funds due us from the 2nd refund.
thank you,

Customer response
03/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have attached the Proof from my credit card company to the BBB, this company lies and steals from people, just look at the similar complaints in the BBB, I guess everyone is wrong and stealing from them, im not going to keep commenting about this company, hoping BBB will do something about it like many peoples complaints are asking for, lastly my credit card company told me to ask Car Cover Usa for proof of the double charge and they won't provide it, this is the end of my comment. im not replying back, BBB needs to do something about this.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
03/07/2022
This order a specialty order, customer knows this and is clearly stated on the website, shopping cart, at checkout & also order receipt.
CUSTOM VEHICLE COVER SATIN STRETCH 2-TONE BLACK SIDES DARK **** CENTER CLASS 5 for 2017 ************* GLS550 4Matic (X166 Body Style)
Customer requested to cancel & so we issued a refund, than they also filed a credit card chargeback ( receiving a 2nd refund also from their credit card company )
Customer denies this & we are now in the process of trying to retrieve the funds due us from the 2nd refund.
thank you,
Customer response
03/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here

reject comment

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

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