Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The floor mats I received do not work with the factory mat retaining pins in my vehicle. I have WeatherTech mats that fit perfectly, but these mats do not engage with the Anti-Skid Fixer Clips on the driver’s side. Instead of providing a proper solution, they expect you to rip up your carpet, remove the OEM Anti-Skid Pins, and install their cheap, off-brand replacements. When I reached out for support, OC Auto Carpets asked me to send pictures and return the mat for a so-called "repair." When they sent it back, nothing had been done, and they still insisted I modify my carpet to accommodate their inferior design. If I followed their instructions, OEM mats—or any other aftermarket mats—would no longer work in my vehicle. To make matters worse, when I attempted to return the mats, they refused, stating, “While we strive to match OEM specifications, there might be a slight difference, such as the retainer clips in your case. We are unable to accept returns for these mats since they have the optional Mustang logo.” This is unacceptable. Their refusal to take responsibility for a poorly designed product, combined with their misleading return policy, makes it clear they do not stand behind what they sell. S

  

  Business Response

  Date: 02/13/2025

  We are sorry to hear you were unsatisfied with your floor mats. Just to recap, we brought your floor mats back to the manufacturing plant to go through a complete inspection since you mentioned that you were experiencing fitment issues. The floor mats passed inspection as there were no defects to the product. In turn, we returned the floor mats to you and sent you another set of retainer clips designed for the floor mats that you purchased. During our phone conversation, you stated that you didn't want to replace the retainer clips in your vehicle. However, if you replace the retainer clips we provided, you will not experience any fitment issues with the floor mats that you purchased.
  
  Our manufacturer, Auto Custom Carpets (ACC), is the leading manufacturer in the "aftermarket" industry here in the United States and they have the highest quality standards in the industry.  They have been in the business for over 40 years and get as close to the OEM specifications as possible. This is the first time a customer has had any issues with installing these floor mats in their vehicle.
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered auto carpet from this business. They charged my credit card over two weeks ago and the transaction was cleared. When it was time for delivery B** or B* called demanding my drivers license for verification to send the carpet I told him I felt uncomfortable giving that info over the phone. I asked why do you need that if the transaction was clear for delivery. He started ranting about fraud. He was rude disrespectful and raciest. Does he act like this to his European customers. He threatened me as well as blocked the number. He said if I call back that he will have me served. Now he has my money and the product. He told me never to call back.

  

  Business Response

  Date: 11/29/2024

  Your review is completely false. Your order was flagged by our fraud department; and we attempted to contact several times via phone, text and email. When we finally connected, you were uncooperative, and refused to provide us with the necessary information to confirm the legitimacy of your order. In turn, your order was canceled, and you were issued a full refund.   

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a section of vinyl flooring from OC Auto Carpets to fit a 1999 Toyota Tacoma. When checking out on the website, I noticed there was a 30% restocking fee for returned items. I was ok with the restocking fee and proceeded to complete the order. I received the vinyl flooring and began following the installation instructions. I quickly noticed that the flooring was not going to fit as well as I was expecting, and that there would certainly be large wrinkles and voids underneath it after installation. The section of padding that came with the flooring was not near as large as the padding that was attached to the original carpet. They just sent me a rectangular section that was not large enough. I called ###-###-#### to request a return and was told that the carpet was non-returnable because it was custom. I explained that the website indicated there was a 30% restocking fee. The representative told me that I was sent an email "AFTER" I placed and paid for the order that said it was non-returnable. The return status of an order should be made clear before an order, not changed after in a follow-up email.

  

  Business Response

  Date: 09/09/2024

  Thank you for your feedback. During our phone conversation, you mentioned that you expected the carpet kit to come with all of the cuts, holes and trimming. We advised you that in the aftermarket industry, you would be responsible for cutting the holes to ensure a perfect fit. You then mentioned that it wasn't going to fit. In turn, we requested photos to validate your concerns. You declined to send us photos, and requested to return the product. However, the product that you ordered is considered custom and non-returnalbe with the manufacturer. This information is posted on our website, as well as, your order confirmation. If you change you mind and would like to send us photos to validate your fitment issues, please call us at ###-###-####. 

  Customer Answer

  Date: 09/09/2024

  
  
  Complaint: 22259859
  
  I am rejecting this response because:  I believe there is some confusion about the order. The response sounds like a completely different order and conversation that took place.  We never talked about me expecting the holes to be cut out or sending pictures.  The person who wrote the response must be confusing my order with another order. 
  
  Regards,
  
  K**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Size of material is not what the description says on their website

  

  Business Response

  Date: 03/21/2024

  Thank you for taking my call today. As discussed, we advised you that you were having fitment issues because you purchased an item that required you to have the "original side panels" for your vehicle. It is clearly listed on our website prior to purchasing the product. That is the only reason why you are having fitment issues. Once the original side panels are installed, you will experience no further issues. If you need any further assistance, please call us at ###-###-####. 

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 2 weeks ago I ordered a carpet kit, the manufacturer is Auto Custom Carpet and they claim excellent factory fitment. 2 things: First upon opening up the kit I found the padding, which was unbelievably incomplete BUT from the phone conversation I had with them, incomplete is what they only provide. 1 piece of padding for the passenger side foot well area, 1 piece of padding for underneath 1 of the 2 front seats, your choice... and then 2 rear foot well pieces. There is nothing for the drivers side foot well area which is the highest use area and most likely for anyone replacing their carpet they'll need new padding there. Only one side for under seat padding, zero tunnel padding. Factory/OEM carpet has the padding glued to the carpet and gets destroyed when you attempt to remove it. ACC does not in any way provide enough padding to replace what's removed. Second, this carpet kit was formed unbelievably poorly, the height between my factory carpet tunnel and theirs is almost 3" off, the pockets formed for bends and corners have a huge radius compared to OEM, the backing on the carpet where radius is tight looks like it's going to fall apart, corners and ledges are very poorly pressed, I'd gamble the platten or their press plates were not up to temperature when my carpet was formed. This kit will never fit my car correctly no matter how hot my steamer gets. You cannot in any way possible test fit their product without opening up clearance holes for seat studs, transmission linkage/hardware and parking brake assembly but their policy is once you touch it with a blade it's yours forever. ACC can manufacturer garbage and your stuck with it. FYI the carpet had rested in my living room for days before I tried to install it on my Mustang, also my garage is heated, this carpet had plenty of time to relax and regain shape before I attempted to install.

  

  Business Response

  Date: 12/12/2023

  Mr. H***** did not order from Auto Custom Carpets, Inc. He purchased his carpet from a secondary seller, OC Auto Carpets. Any refunds or exchanges will need to be addressed with OC Auto Carpets.

  Customer Answer

  Date: 12/19/2023

  
  Complaint: 20995509
  
  I am rejecting this response because: this company is a scam, they produce GARBAGE and have statements regarding if you touch the carpet you're stuck with it. ACC should be investigated for fraud, they 100% know that in NO WAY POSSIBLE nobody can test fit carpet over studs, welded in brackets and other features on the car floor without cutting clearance holes. They know this and word their statements according, so they can pedal their trash and keep your money. Just read their response above, zero accountability and loud mouth statements that are completely fraudulent. 

  
  Regards,
  
  **** H*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/19/2023

  Our manufacturer, Auto Custom Carpets, is the leading manufacturer in the industry here in the United States and they have the highest quality standards in the industry. They have been in the business for over 40 years and get as close to the OEM specifications as possible. We have repeat buyers from auto upholsterers, restoration shops and end users who purchase and install our carpet kits everyday and are very happy with the finished product.  

  Customer Answer

  Date: 12/19/2023

  
  
  Complaint: 20995509
  
  I am rejecting this response because:

  Lies. Also, you are one of, if not, the ONLY manufacturer of carpet. You have zero standards, been in business for 40 years? So? I've purchased your product about 15 years ago and this new carpet compared to what I got years ago does not even come close to comparing. You say over and over, word for word every time that auto upholstery shops routinely purchase from you and their happy, I do not believe you.
  
  Regards,
  
  **** H*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a new vinyl floor on 9/3 - Never received order information or tracking. Yes, I checked spam. Called on 9/7 and got tracking on 9/8 - survey on 9/9, another survey on 9/14. E-mailed on 9/24 and advised incorrect product was ordered/shipped. On 9/25 the order information was sent stating the order was non-returnable - even though the rest of the site says nothing about a custom product being non-returnable or that this was even a custom product. After an exchange of a few e-mails, Beau called and was quite rude stating that this was a non-returnable product and there was nothing he could do.

  

  Business Response

  Date: 10/16/2023

  We are sorry to hear that you're unsatisfied with our service. Your order was placed on 9/3. We immediately emailed you an order confirmation to the email address you provided. On 9/8 your order shipped, and an email was sent out that evening with the tracking information. You contacted OC Auto Carpets on 9/25 with fitment issues. At that time, we advised you that you ordered the vinyl mat for the wrong cab size. You ordered it for a regular cab, but you advised us that you have an extended cab. Per your order confirmation, the product you ordered is custom and non-returnable. Unfortunately, the manufacturer will not accept a return on this product. If you would like to order the product for the correct cab size, please call us at ###-###-####. Thank you!