ComplaintsforCovercraft Industries, LLC

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order arrived and was not as described. Based on description and photo I was expecting 1 piece seat covers. They are 2 pieces, not what I wanted or needed and I requested a refund. ****** S from covercraft gave me an RA number and that my 15% restocking fee would be waved adn it takes **** days to have the items check and refund issued. It was been 30 RA was issued 20 Nov 2023 all callas have been with we will check and call back yet no call backs. I just ***** refund and to warn others they do not stick to what they say. Items were un-used and shipped back via **** same week as RA was issued.

  

  Business response

  12/21/2023

  Thanks for your feedback and I apologize for the misunderstanding of our seat covers. All of our seat savers are a one-piece design for easy installation, removal and cleaning. It appears the inspection was completed today and a refund was posted, that you should see reflected to your account within a few business days. We're very sorry for the confusion and inconvenience this has caused and we hope you consider Covercraft again in the future.

  Customer response

  12/24/2023

  
  Complaint: ********
  
  I am rejecting this response because

  Refund was only approved after I was sent an email that was mentioned to be internal but was accidentally sent tk me in said stating customer is threatening ******************** action. This is because I was sent a email intended for interan use but was sent to me instead 

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

  

  Business response

  12/27/2023

  Thanks for your reply. We truly apologize for the trouble. It appears that ****** only mentioned the BBB claim to our returns team to rush the request for inspection and provide a sense of urgency. I can understand how frustrating this has been for you and sincerely apologize for the inconvenience. The refund has been processed accordingly back to the card of original purchase.

  Customer response

  12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As of 18 dec 2023 no refund has hit my account or shows pending. Past customers have stated that a refund was supposedly issued to close the complaint and at the 30 day **** no refund has arrived. I would like some evidence this has been completed. I also plan to kick this up the ************** Attorney General for deceptive trade practices, false advertising, and business' fraud. I was very polite in the start and all i wanted was a refund per their website.

  They also changed their return policy since this has started from **** days to to the below and even added that they changed this 22 nov 2023 which is very odd because I have screen shots showing otherwise.

  Covercraft has a history of lies and unfair customer care that will not be tolerated. All I wanted was a refund and regardless of what they say once has not hit my credit card. 

  Refunds will be issued in the same form as original payment once the product has been inspected and processed, which generally takes up to 2 weeks from receipt.

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

• Initial Complaint

  11/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dash cover for my car approximately a year ago and noticed several spots where the material was coming off the backing material. I sent it in to cover craft for a warranty claim and have not gotten a response after the claimed they were having the cover inspected for a second time.

  

  Business response

  11/27/2023

  Thank you for your feedback and taking the time to contact us in regards to your warranty claim. I apologize for any inconvenience and will be glad to look further into this for you. Do you have an order number or return number that was provided upon your return or warranty request so I may *********** further?

  Customer response

  12/01/2023

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

  

  Business response

  12/05/2023

  Hello,

  As promised, I would be happy to look into this warranty claim but need the order details. I see 3 sunscreens purchased and 1 dashmat in the Black Carhartt, but nothing matching the images you have provided. Could you submit an image of the tag on the backside of the cover so I can cross reference the item to the order?

  Customer response

  12/05/2023

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

  Covercraft has my dash cover as I had sent it in for the warranty claim as I was instructed by *************

   

  thanks 

  *****

   

  

  Business response

  12/08/2023

  *********************,

  Thank you for your response and providing this information as it was most helpful in locating your return. This item has been received, inspected and replaced under Sales ID ******** for your reference. I have requested an expedite on this replacement order as well, shipping to the address on file. We truly apologize for the inconvenience this has caused and please let me know if there is anything else I can help you with.

  Sincerely,
  *******

  Customer response

  12/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Covercraft 3-Layer Moderate Climate Car Cover on 02/24/22 through an authorized retailer and a year later the product began to show signs of wear and tear and wasn't holding up as claimed by the manufaturer. I made attempts to contact the retailer and they refused to pay for shipping and claimed that it is my reponsibility to return the item. I then contacted Covercraft both my email and phone and they were non-compliant at first and did not make any attempts to respond to my emails in a timely manner which led to further delays. As a customer I felt like my time was being wasted and I wasn't treated with my respect. I provided all the photos request yet no response. I called their direct line and the customer service representative I spoke to didn't show any signs of concern either and didn't apologize on behalf of their colleague. I asked them for shipping rates and they told me to use **** and looking at the rates I will be basically paying more than half the price of what I paid for the entire product just for shipping. At this point, I don't even think it's worth returning this product anymore for an exchange for a new one as Covercraft uses materials of the cheapest quality that is not worth the price.

  

  Business response

  11/10/2023

  Thank you for taking the time to share your feedback in response to your warranty claim. We're very sorry to hear this process has been so challenging and happy to assist you further with providing more information. After a review of your order details, it appears this cover was purchased through one of our online retailers, which has specific requirements around handling warranty claims. Unfortunately, we cannot override their published policy of having the cover returned for inspection prior to repairing or replacing the cover under warranty. Our customer service agent provided you with the necessary authorization number and address to have the unit returned to us as a courtesy but we cannot supersede their requirements. We truly apologize for the inconvenience this has caused and would be happy to provide further details if needed.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cover craft dash mat and the fit was not perfect but it was ok. I'd give it a 7 out of 10 for fit. However, there is a huge flap in the cover where the air bag is placed in the car. Looks terrible. When I called covercraft they told me that flap had to be there for the air bag. I feel the 2 ounces of fabric, whether stitched together or cut in a flap would not be enough to impede an air bag deploying at such force. It's like if I laid a tshirt on the dash, IMO that would be pushed out of the way in a fraction of a second but they stated they "had" to put the flap in. There may be something out there but I have looked and not been about to find anything legally requiring it to be installed with a flap. I was not made aware of this flap and the pictures on the site do not show a flap. It just looks awful. So I called to return and then they told me it was a 15% "restocking fee" ie, I have to walk back over to the shelf and put it back. Total rip off. I'd go ANYWHERE else but this company. I'd like my entire $79.68 back. i think that's the least they can do when i didn't know i was buying a mat with a huge hole in it, even if it is for an air bag. Really, what's the point of having a dash cover if you have a huge hole in it?

  

  Business response

  11/10/2023

  Thank you for your feedback although I'm very sorry to hear you're unhappy with your new dashmat. The representative is correct, that flap is incorporated to support the need for the passenger airbag to deploy. Our design team does their due diligence by making sure when designing the DashMat they find out where the passenger airbag deploys from the dashboard.  If they find that our design covers an area where the passenger airbag deploys they incorporate a flap in the actual design for safety. Since model year ****, all passenger cars have been required to have frontal air bags for the driver and the right front passenger seating positions. Many newer vehicles have what they call a seamlesspassenger airbag, meaning there is no actual line on top of the dash pad that indicates there is an airbag underneath the dash pad. This mention is listed on the ordering page of the website by stating verbatim: Each DashMat is manufactured to allow for proper deployment of the airbag safety system. Special design and cutting allowances for the DashMat have been made so as not to restrict the passenger side air bag system. Our return policy also explains that products received without a manufacturer's defect, are subjected to a 15% restocking fee as these items are custom made per your order. **********************************************************. I apologize for any dissatisfaction of our products, policies or design methods to ensure safety.

  Customer response

  11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Firstly, I reject your notion that a dash mat would somehow impede an airbag deployment. Airbags deploy up near 200 mph. I've seen them deploy. I cannot fathom a piece of cloth on the dash would impede it. However, even if you take that stance then ANYTHING on the dash COULD impede the safe deployment of the airbag (if you read manufactures suggestions they propose never to leave ANYTHING on the dash). Now we all know this is never going to cause an air bag not to deploy safely but if one did subscribe to your notion then your company should not even be MAKING dashmats because there is that one in a million chance that some tiny piece of cloth could somehow get in the way of a deployment. But let's set all that aside. It's your company and your right to make the product the way you see fit. Let's get ******************* shown and the text about the way the mat is made. Your picture clearly shows no flap in the mat and as you stated since **** all cars are required to have a passenger air bag. Is that picture from ****? Because if not, then I would submit that what you are showing is incorrect, perhaps even misleading. Next, let's take the text itself. It states, "Each DashMat is manufactured to allow for proper deployment of the airbag safety system..." (see text on screen shot attached). I get that. However, it doesn't mention a huge flap in the dashmat in such a way as to, in my opinion, not even be considered a dashmat any longer. Take a look at the two pictures. You tell me, does the Cover in Car picture look even remotely appealing to you? It certainly doesn't look anything like the dashmat picture you have on your website. Lastly, I'd like to know what the restocking fee is for specifically? 15% of my cost is about $12.00. What does that $12 cover exaclty? Can you please list what needs to be done, besides placing it back on a shelf, that would cost $12.00?  

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

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Cover is disintegrating and Covercraft doesn't want to honor their warranty. I will not pay out of my pocket to ship it back.

  

  Business response

  11/08/2023

  Thanks for your feedback although we're very sorry to hear your car cover is experiencing a potential warranty issue. It appears customer service has already provided a return authorization for the product to be returned for inspection, as per our warranty policy published on the website. ***********************************************************. We do not provide pre-paid return labels for products received without a manufacturer's defect but will repair or replace as per our policy post inspection. However, I can see that a one-time customer courtesy was made in this claim and a prepaid return label was provided for the return. Once the cover has completed the inspection process, which normally takes 1-2 weeks, we will contact you with our findings to complete the claim. We apologize for any inconvenience or dissatisfaction this may have caused but please be assured that we standard behind our warranty period and our published policy.

  Sincerely,

  Customer response

  11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The item is on the way to the business, but its too early to get a response from them. Because of that, I cant comment on whether or not the issue has been resolved. They should receive the package from ***** in a day or two.
  Sincerely,
  
  ***************************

  

  Business response

  11/09/2023

  I appreciate your response. The cover will undergo a full warranty inspection as standard policy, which normally takes about 10 business days to complete. At that time, the cover will either be repaired or replaced, or the customer service agent will reach out to you directly.

  Customer response

  11/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Adco HD All Climate Olefin cover on 10/10/2022 for $306.40 From E-trailer that has a 3 year replacement warranty and in just under 4 months it has fabric defect and holes in it so I filed a claim. Here was the response I got. Add to review and your warranty claim has been decided that is not approved we will send you repeat pass repair kit. No explanation why. I reached out to them again and I was told the hole had to be 18 inches or longer which doesnt make sense a hole is a hole and if you add up all the holes that are on it, it would reach over 18 inches. I emailed again to ask to talk to somebody else about my problem and I have not heard back.

  Customer response

  09/27/2023

  Add a response email.

  

  Business response

  09/28/2023

  Dear ****************, 

  
  I hope this message finds you well, and I would like to express our sincerest apologies for any inconvenience you have experienced regarding your recent warranty claim denial. We understand your frustration, and we take your feedback seriously. Please allow me to provide some clarification and context regarding our decision. Upon reviewing your claim in detail, our team identified certain factors that led to the denial. I want to emphasize that our primary goal is to ensure customer satisfaction while upholding the terms and conditions of our warranty policies.

  Here are the key reasons for the denial: 
     -Non-covered Damage: Our warranty covers manufacturing defects in material and workmanship that occur under normal usage conditions. After a thorough inspection of the images you provided, we found that the issue in question was due to accidental damage or misuse, which is not covered by our warranty. 

  
  We are committed to resolving this matter and as previously offered we would be happy to send a repair kit free of charge. As well you would have received some of this repair material with the cover itself at the time of purchase.  

  
  Sincerely,

  ****

  Customer response

  10/03/2023

  I reject your response ; Your  company has a marketing thats over selling a product that the company cannot back that has been my experience. sincerely, Antonio 

• Initial Complaint

  09/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a window shade from Covercraft. It arrived and was the wrong size for my car. I returned it to them and it received on August 29. On September 20 I was told a refund had been issued and I would see the refund in 24 to 72 hours. It has now been 120 hours. I do not believe anything Covercraft tells me, this been one of if not the worst online purchase SNAFU of my lifetime. I will never do business with this company, and I will ensure that nobody to whom I speak does business with them either.

  

  Business response

  09/25/2023

  Thank you for your feedback and we're terribly sorry for the delay in processing your return. It appears the refund was posted on Thursday, September 21st back to the card of original purchase in the full amount and you should see this reflected back to your account within the next few days. I apologize for the inconvenience this has caused.

  Customer response

  09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August, I ordered a UV sunscreen from this Company for my car. When I received it, it did not fit properly in my car as the cover did not clear the base of my rearview mirror. I presented this information, along with photos to the Company. They stated they would accept a return of the product and waive the 15% restocking fee. I followed all instructions and sent the cover back as expected. After not hearing from them for two weeks, I reached out and was informed I would not receive a refund because of damage to the cover. They sent back pictures showing damage that was not presented when I shipped it back. So in addition to sending me a cover that did not fit my car, they now refuse to refund me for supposed damage to the cover that I did not cause.I would like the refund I was promised for this product.

  

  Business response

  09/24/2023

  Thank you for taking the time to reach out. We're terribly sorry for the poor experience you received and I have confirmed the refund was issued on Friday. I truly apologize for the inconvenience this has caused. Will you please verify with your card company you see a pending refund for the full amount? 

  Sincerely

  Customer response

  09/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug 15, 2023, I purchase two sets of seat covers for a total of $664.54 for my brand new truck with less than 300 miles. ***** were obvious signs of quality manufacturing issues, including incorrect sizing on the back, bench seat being too short by ~6 inches and all of the products were mislabeled. After multiple attempts to install without making any modifications to the seat covers, I gave up and packaged them in the boxes. After attempting to reach out to multiple phone numbers and emails for the sales department, for 7 days straight, a customer service rep told me to send them back for evaluation. I followed their instruction.Here is where I am very irritated. No one reached out on an exchange or correction of the issue. I was refunded a partial amount and when I inquired to why, they claimed the product return was damaged/had animal hair on it. I asked for evidence to this claim seeing how these were stored inside my truck, where there are absolutely no animals of any kind. They wish to withhold the remaining of my payment. I would like a full refund due to the poor customer service and faulty products provided. If this cannot be resolved, I will continue to escalate into litigation.

  

  Business response

  09/21/2023

  Thank you for your feedback. I hope this message finds you well. I want to extend my sincerest apologies for any issues you have experienced with the quality of our products and our customer service. Your satisfaction is of the utmost importance to us, and I want to assure you that we take your concerns very seriously. Your feedback highlights a critical area for improvement, and we are committed to enhancing our customer service experience. We deeply value your business. The restocking fee has been refunded back to the card of original purchase and you should see this reflected in your account within the next few days. If you have any immediate questions or require assistance, please do not hesitate to contact management directly. 

  Sincerely,

  Customer response

  09/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Toll Free # ************** is disconnected...the customer service is Horrible/Terrible...on hold NO next available agent..

  

  Business response

  09/19/2023

  Thank you for your review. 

  I'm not sure where you found that number, but our advertised phone number on the website is ************** and it is a functioning number.

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

  Thank you,

  *******

*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. ↩