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Business Profile

Auto Upholstery

DuraFit Covers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Upholstery.

Complaints

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Complaint Details

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

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  • Initial Complaint

    07/30/2024

    Complaint Type:
    Product Issues
    Status:
    Answered
    I have a 2024 Kubota RTV-X. I contacted Durafit to see if they had seat covers that fit my RTV-X on July 8 at 1:55pm ET. The person I spoke to said they did and gave me the item to order. Ive attached a screenshot of my call log from my **** bill. On July 8 I placed order number ****** for item number KU-19-C1. I received the item via *** on July 26. This past weekend I attempted to install the covers. They would not attach correctly. Today I contacted Durafit about return the defective product I purchased from them. Per their return policy they are to pay to ship the return back to themselves. Durafit is not honoring their return policy. They are wanting me to pay for the shipping and a restocking fee. I just want to return the item. Get a full refund and have them pay for the shipment.

    Business response

    07/30/2024

    Customer purchased the seat ********************** that fit the **** models. He says it doesn't fit his. We told him to send back for a refund but he has to pay for return shipping like everyone else. We did not verify his machine with pictures or in person. Part # KU19 is the correct part # for the **** models, not all of them but many of them. The description clearly explains what you are ordering. The customer either ordered the wrong item or cannot install the cover correctly. We will refund the seat covers but not going to pay for return shipping. when we did everything right on our end. Thanks

    Customer response

    07/30/2024

    Complaint: 22065831

    I am rejecting this response because: I spoke to someone at Durafit on July 8 and specifically asked if the covers fit for my RTV. They said yes. Why would I have ordered them if I was told they would not fit or was not sure?  I have my AT&T bill proving I called Durafit on July 8. 

    Regards,

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

    Business response

    07/30/2024

    We will not be refunding shipping as we did not send out the incorrect item nor is the defective in any way. The customer received what was ordered. We will refund the price of the covers. Thanks

    Customer response

    07/30/2024

    Complaint: 22065831

    I am rejecting this response because: I was told by Durafit that these covers would fit. They do not fit. This is not my fault. 

    I wish they did fit. They are nice covers. But they do not fit my RTV like Durafit told me they would on July 8 when I called. 

    Regards,

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

  • Initial Complaint

    06/11/2024

    Complaint Type:
    Product Issues
    Status:
    Resolved
    May 1st I ordered the seat covers for my SUV. Their website *************************************************************** doesn't show what the customer is getting (products received not as the pictures advertised on their website). The excuse for the picture on their website is they want the customer to see how the seats look like. Come on, I own the car, I know how the seats look brand new. The item description tells me it is for my year, make and model car. They want to hide their product behind those misleading pictures.Their return policy indicates they would pay for shipping ******************************************************************************* May 28th they offered to refund the cost of the product as it was not as advertised but they failed sending me information about how to return the product and the case was closed by PayPal.I want my money back and I would send their product back but they need to ALSO pay for the shipping. I'm including a copy of the emails with the company, invoice, links to their website and pictures of what I received.

    Business response

    06/12/2024

    The customer did not like the seat ********************** as they thought they said to us they were not what they expected. We refunded the order minus the exchange fee per our website. Also the listing for the part # states "Picture is factory seats without covers on. The covers will be smooth, no pleating". We were very transparent with the customer. We do not have anything that says we pay for return shipping. We have a return tab for the customers to read before they make their purchase. There is also a fabrics and colors tab for the customer to see what the product would be in made in and what color. This is a custom seat cover made to go over the existing seat in the vehicle. Order shipped ***** tracking # 9405511105500939271483, item was delivered at the front door or porch at 11:03 am on May 14, 2024 in ***********, ********. Thanks

    Customer response

    06/13/2024

    Complaint: 21828233

    I am rejecting this response because:

    The website doesn't state that this is a slip on cover or pull over. Seeing the picture from the website makes me believe it was an actual replacement cover. That is why I'm pushing this as a false advertisement. Okay, I will pay for the return shipping but I want my full $149. Please let me know and I will return the covers. The only pieces I pulled out of the bag are the ones I use to take the pictures.

    Regards,

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

    Business response

    06/13/2024

    Yes, I see the covers have not been returned. Our business name is Durafit Seat Covers. We have a About Us page stating what we do and how long we've done it. Seat covers are the same thing as a pull over or slip over cover. This is not false advertisement. We sell and make seat covers. The part # and listing you purchased from on our website clearly stated "Picture is factory seats without covers on. The covers will be smooth, no pleating". The part # F53 made in tan leatherette is what you ordered. You purchased a custom automotive product that was made specifically for you. There is another page for shipping and returns on our website home page. Everything that you've stated is clearly false. I understand you're not happy with the product and do not want to pay the restocking fee but we cannot change the rules for you. Then we would have to for everyone who didn't read our policies. We have no problem giving you a refund minus the restocking fee. We have not done anything wrong here but delivered the product as ordered. Our website is very transparent and straightforward. Everything I've stated here can be verified on our website. Thanks

    Customer response

    06/14/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. I'm returning the product back to you to get my refund.

    But a good faith recommendation. You need to update your listings to AT LEAST indicate they are to go OVER the original seats. The way your company advertises your product is not as "transparent" as you want to make it sound. And that, it is false advertisement.

    If you are really so proud of your product, make it clear in every page.


    Regards,

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

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BBB Rating & Accreditation

A

This business is not BBB Accredited

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Years in Business: 10

Customer Reviews are not used in the calculation of BBB Rating

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Contact Information

3001 FM 157

Mansfield, TX 76063

Visit Website
(682) 323-7188

Customer Complaints Summary

2 total complaints in the last 3 years.

2 complaints closed in the last 12 months.

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