ComplaintsforCovercraft Industries, LLC

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2 dashboard covers.I received pieced together covers.I informed Covercraft, was instructed to return them for a full refund.I only received a partial refund

  

  Business response

  12/12/2022

  Thank you for your email. First, I would like to take a moment and express my sincerest apologies for the less than seamless transaction you encountered when ordering through our company. You said it best when you said "too many cooks in the kitchen" and I'm truly sorry for the trouble and inconvenience this has caused you. I have processed full ************* for all open purchases and again, apologize for the disorder and complete unnecessary confusion this has created. Please let me know if there is anything else I may be able to assist you with and I will be glad to help you further. I hope you have a great week and Happy Holidays.
  
  
  Sincerely,

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

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a dashmat purchased from covercraft and it was received at their dock on Wednesday October 19th since that time I was told refunds typical take 3-5 business days it's now 8 business days since it was received by Covercraft, now I'm told it has to be inspected and those doing inspections are running behind and until it's inspected they will not refund my money.This is not acceptable and as a customer that returned the product the same day it was brought because it didn't fit shouldn't have to wait this long for a refund.

  

  Business response

  11/09/2022

  Hello,

  
  Thank you for your feedback although I'm very sorry for the delay in processing your refund on the returned item. Typically, the returns inspection process takes roughly 5-7 business days to complete, but we did experience a few unexpected absences in several departments which delayed several returns. I apologize for the inconvenience this has caused you. The refund was posted on Monday and was issued back to your account. Please let me know if there's anything else we can assist you with and I'll be glad to check further into this for you.

  
  Sincerely,
  *******

  Customer response

  11/10/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  WE WANT TO GET AN IMMEDIATE REFUND OF FRAUDULENT CHARGES AND CANCEL ANY ORDERS. Covercraft customer service phone line does not answer except on weekday office hours. We have not found an email or other contact options so far. On October 7, 2022, I attempted to place an order for sheepskin seat covers using a debit card. The shopping cart tried to charge the account but then sent an error message that the address entered did not match this account. That was not correct but because of a recent move we decided to reenter all of the information. We received the same error message. Upon checking the bank account, we found two charges for Covercraft Direct Pauls Valley OK of $705.12 each! No notification at all has come via email of charges or orders placed. Before we realized this, we tried a third time to place an order using a different credit card. We received the same error message. We have not had time to check that card account but possibly they placed a THIRD charge on that account. WE NOT ONLY WANT A REFUND. WE ALSO WANT TO CANCEL ANY ORDERS. We cannot reach anyone at Covercraft. Again, we have not received any correspondence at all with notifications about charges, order placed, etc. Thank you.
  

  

  Business response

  10/10/2022

  Hello,

  Thanks for reaching out although I'm very sorry for the trouble. After reviewing with accounting, it appears all 3 attempts were authorized by your issuing bank which will place a temporary hold on funds, but each attempt failed our fraudulent check settings so they are not considered valid orders.  We cannot process an order or charge against an authorization that fails our merchant settings. The issuing bank needs to release funds being held since a charge will never occur because there was no order completed.

  Please see the attached documentations from our accounting team and let me know if you have any other questions. 

  Sincerely,

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Defective front car cover. Called in, spoke with a Miriam. She argued back and forth stating is wasn't their issue. It was where I purchased it. The retailer advised to contact manufacturer. Cover craft. After the argument I requested to speak with a supervisor. Miriam returned to the line. Stated her supervisor requested pictures, proof of purchase and pictures and they would do a warranty replacement. Sent all information to Miriam's email address. Next day, she says they are not replacing it and sent the pictures off to another person.
  

  

  Business response

  09/07/2022

  Hello,

  Thank you for reaching out although I'm very sorry to hear your concerns were not properly addressed. Unfortunately, I have been unable to locate an order under your name, phone number or email address. Will you please share this information with me so I may investigate further and help you to resolve this fit issue? It would also be helpful to receive an image of the tag in the unit for identification. I will be glad to assist you further. My email is ********************************* so we may correspond further.

   

  Sincerely

  *****************************
  Eastern CS General Manager
  Covercraft Industries LLC
  

  Customer response

  09/08/2022

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

  This was an Amazon order. However, I was referred to the manufacturer due to the tab defects. I can submit that info if needed. Please let me know.
  
  Sincerely,
  
  ***************************

  

  Business response

  09/08/2022

  Hello,
  
  Thank you for your email and sharing this information.
  
  I've reached out to ****** and *** as well to gather a bit more detail surrounding this order and understand the issue.
  
  The order was placed with Amazon, not Covercraft, which is why they directed you back to Amazon. You would have to contact them directly if the product was received defective or if you're interested in a refund because the actual purchase was made with them. I'm very sorry for the inconvenience and trouble this has caused you. If you're simply seeking assistance with the installation, I would be happy to help you with this and share images showing the steps to install properly and improve the fit of the cover. Please let me know how I can further assist.
  
  
  Sincerely,
  *****************************
  
  
  

  Customer response

  09/10/2022

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

  Amazon discounted the product. All they're willing to do. They redirected me back to you, the maker, manufacturer. Therefore it should be covered under manufacturer. Also, after requesting to speak with a supervisor while on the phone with ******, she refused to get a supervisor on the line. After returning to the line after being on hold, she stated "my supervisor has approved a warranty replacement" now you're not?
  Sincerely,
  
  ***************************

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been put on hold and sent to voicemail numerous times over an item I ordered from Covercraft that does not fit my vehicle. It seems as if Im being ignored and they have no intentions of refunding the defective product but they claim to have a return policy on the website.

  

  Business response

  07/05/2022

  Hello,

   

  Thank you for your recent order although I'm very sorry to hear you wish to return this product and furthermore, having an issue reaching someone in customer service to complete your request. It appears a return authorization number was created on Friday and I will email this information to you directly now. I apologize for the troubles you've encountered with completing this request but I will help to get this resolved as quickly as possible.

   

  Sincerely

  ******* ******* 

  Eastern CS General Manager
  

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 1/20/2019 Price $265.00 business committed to provide: 4 year warranty Nature of dispute: Cover leaves fine white powder, cover is breaking down.I have tried to contact covercraft and have not received response. Bought from coversdirect. order ********** You can track these item(s) with ***** tracking number: *************Covercraft Custom Fit Car Covers Block-It ***************** Price Color: **** Part#: ******** Vehicle: 2009 JAGUAR XK BASE Mirror Pockets: 2 Body Details: CONVERTIBLE Brand: Covercraft ******************************** 4 years Qty: 1 $265.00

  

  Business response

  05/20/2022

  To whom it may concern: I emailed this customer directly to try and resolve the warranty claim, also sharing the procedure to process the warranty claim. This has been resolved with the customer.

   

  Thank you for your recent contact although I'm very sorry it was through the Better Business Bureau because you were not able to reach anyone. 
  May I ask what number you were dialing for Car Covers Direct? Although this company was acquired by Covercraft, you should have been able to reach someone by phone. I was able to locate your order, purchased through Covers Direct, and this cover is still under warranty. Would you be able to please provide images of the cover and issues you're experiencing? Also, please provide an image of the tag in the cover for review so we may assist you further.
  I apologize again for the inconvenience this has caused you and look forward to helping get this resolved.
  Sincerely,
  *******

   

  Thanks for your reply and sharing these images.

  I'm very sorry to see that you're experiencing issues with the cover. We would be glad to get the cover back and help you with a warranty claim. I'd like to mention, though, that this material is no longer available and now replaced with the 5-Layer All-Climate fabric in ****. To proceed with returning this item for a warranty inspection, please send it to the following address and write the ** number anywhere on *** ******* ** *** ****  **********  *** ***************  *** ****** ************* ** ***** 
  
  Once the cover has been received and inspected, the manufacturer will repair/replace as needed and return the cover to you, at the address on file. If the cover is replaced, we will ship the replacement in the new AC material. For any questions, feel free to contact me again and Im happy to help you further.  

  Customer response

  05/21/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a custom truck seat cover in Dec. 2021 for $379.00. Order # ***********. My debit card was immediately charged for the correct price of $379.00. I still hadn't received the seat cover in Jan. 2022, so I emailed customer support to check to see why. I got an email back stating they were behind on shipments because of covid and they changed the shipping date to Feb. 2022. I never received the seat cover in Feb. either, so I emailed them again yesterday and I got a response saying it would ship out on March 4, 2022. Today, I received an email stating that my order was canceled because my debit card is expired. It is not, by the way. I have not received my seat cover or a refund of the $379.00 I paid. I have no idea what is going on! Please help!

  

  Business response

  03/17/2022

  Hello *****,
  
  
  Thank you for your recent order although I'm very sorry for the delay in fulfillment and the cancellation of your order.
  
  Your order was placed on 12.18.21 and the charge was temporarily authorized to hold its place in line for production, but the authorization expired before we actually charged your card. At the time of purchase, lead times were listed at 3-4 weeks for completion as this product was not in stock. Due to the Holidays surrounding your order timeframe, this did get pushed back due to production closures and then unfortunately, we experienced issues with attendance affected by quarantine periods shortly afterwards. These have certainly been challenging times within the world of producing custom ordered products. We did request an updated payment method by email ************************** to be entered into the system on 2.3.22, 2.10.22, and 2.17.22 to ship your order before it was cancelled, but that *** have been routed to your junk folder. We never captured payment on your card, it was only a temporary hold so there is no refund to be issued. I would recommend contacting your card company for verification of the dropped charge.
  
  I apologize for the inconvenience this *** have caused and we'd love to reinstate your order if you're interested. Please let me know if you have any further questions or you're welcome to contact customer service at ************** to proceed.
  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number: *********** Bought 2 dashboard covers on 1-26-22. They told me it would ship in 2wks. On 2-13-22 I emailed the company asking about my order. On 2-14-22 I received an email from "******************************" <*********************************> stating that mainly due to Covid, labor shortage and materials it would ship at the end of February. As of 3-1-22 the items have not shipped. On 3-1-22 I contact covercraft for an update. I will be calling them today. Honestly at this time I am thinking they are a scam.

  

  Business response

  03/03/2022

  Good afternoon,

  At the time this order was placed, on 1.26.22, this product was advertised with ***** business days as they are custom made per your order. The original estimated ship date was 2.16.22 but as ******* mentioned, due to various hurdles related to employee absenteeism, weather delays as well as some supply shortages, the product's shipment did run slightly behind. This order shipped on 3.1.22 and is expected to deliver today, 3.3.22. We apologize for any inconvenience this may have caused and appreciate your patience through these challenging times. Please let me know if you have any questions.

   

  Sincerely,

  *******

   

  Customer response

  03/03/2022

   
  Complaint: 16819410
  
  I am rejecting this response because:you failed to deliver on time. You should of told me when you knew the product was not going to arrive on time. Instead you tried to hide the fact that it was not going to be on time. I believe the only reason it shipped on 3-1-22 was because you knew I filed a complaint with the BBB. After reading the complaints I am not the only person to have this issue. So my complaint stands. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 380 series cover on 3/10/2019, this cover has a 3 year warranty. I have contacted their vendor and covercraft directly to no avail. I sent an email to ********************************* which is their warranty email box, with no reply. ******************* confirmed the cover is under warranty while on the phone. The assured me they would contact vendor so that they could process the warranty. Vendor insists Covercraft states the cover is no longer under warranty. I just want my cover repaired or replace per manufacturers warranty terms.

  

  Business response

  03/01/2022

  Thanks for your patience while collecting the details related to this refused warranty claim. I just left you a voicemail but wanted to follow up with an email in case we missed each other due to the time difference. There was some confusion on your purchase date and I'm terribly sorry for the trouble. The serial number provided on the tag, was from a cover built in 2018 and sold to one of our stocking customers, which is out of warranty based on the original purchase date. However, if you purchased through a stocking customer, the warranty would begin from your actual date of purchase and we would file the warranty claim based on your purchase date. Please share your purchase order information so we may proceed with the warranty claim. Again, I apologize for the confusion and all of the unnecessary runaround between the company you ordered from and with Covercraft customer service. I'm terribly sorry you had to resort to filing a claim with the BBB, but I would be glad to help make this right for you. I look forward to hearing from you.
  
  Thank you,
  *******

  Customer response

  03/02/2022

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Item didnt fit and was damaged. Emailed the info, photos but never heard back.Order ***********

  

  Business response

  01/27/2022

  To whom it may concern:

   

  This customer emailed on November 22, stating the product did not fit correctly. We responded to the customer on November 23rd, requesting images and further information to determine why the item did not fit correctly. It appears the customer ordered incorrectly and needed a different option to allow for a license plate cut out. After sharing the returns instructions with the customer, stating the item must be clean and unused to exchange for the correct option, he replied on November 29th saying the item tore during installation since it did not fit. On December 1st, December 2nd and January 5th, we have requested images of the damaged item and have not received any response. This customer also disputed his payment for the product and is currently being handled with accounting. Unfortunately, since the product was ordered incorrectly, damaged while in the customer's care and not received with a manufacturer's defect, we cannot issue a refund. The email correspondence is attached but please let me know if any further information is required. 

  Sincerely,
  

*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. ↩