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:04/18/2025

  Type:Service or Repair 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 purchased a car cover from this company on 5/16/2023; This company's Lifetime Warranty is suspect. According to my purchase document, their warranty states: "We'll replace your car cover with a brand new one if ANYTHING happens to it. This includes defects, soiling, fading, disintegration, stains, rips, and normal wear and tear." In my purchase documents, this company boasted, "we're confident that our car covers are the best in the industry. The likelihood of you having to replace your car cover is small, however, if you ever have any issues with your car cover, we offer a Lifetime Warranty." Yet, after less than 2 years, their cover has developed many holes despite being used less than half the intervening days when it was stored in my garage. When I asked for a replacement via their warranty, I was advised that, "based on the order date," I could buy a "replacement" for a discounted price of $54. This is not a replacement but is really just buying a new one for a discount. Currently, the company is already offering a 60% discount so an original purchase would not be much more than their "warranty replacement" price. If their covers are "the best in the industry," why did it fail in less than 2 years and not be eligible for a free replacement?

  Business Response

  Date: 04/24/2025

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

• Initial Complaint

  Date:04/10/2025

  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.

  Purchased a cover with a "Lifetime Warranty" which was false advertising. The car cover cost me $150 and it failed in two short years of minimal use. They will not replace the cover and instead want to charge me another $75 to replace the cover. This is false advertising. They know this is a **** product that will not last and they are out here selling a fraudulent product with a fraudulent warranty.

  Business Response

  Date: 04/24/2025

  Thank you for reaching out and sharing your concerns. We’re sorry to hear that you're disappointed with your experience. Our Lifetime Warranty is a limited, pro-rated warranty, which means the replacement fee adjusts based on the length of time since purchase. This structure is outlined in our warranty terms available at the time of sale.  Your cover lasted over two years, which places it in the applicable pro-rated tier. The $75 replacement fee reflects that adjusted coverage, and you would also get to keep your current cover. We understand this may not be what you expected, and we genuinely appreciate your feedback as it helps us improve both our communication and product offerings. Please let us know if you'd like to proceed with the replacement, or if you have any other questions. Sincerely, 

  Customer Answer

  Date: 04/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Their website blatantly says "Lifetime Warranty" TWICE on the page. If they are going to pro rate this than it should state "PRO RATED LIFETIME WARRANTY" It also states that the item is 100% Water-resistant which it also is NOT.  This product and warranty are false advertising. I legitimately would have looked elsewhere had I known that the warranty was "pro rated"  there are cheaper covers that would have lasted just as long and wouldn't have cost me more money. I purchased the item because I felt the security of the warranty.   I want my money back. This is deceitful, false advertising. They should be required to change their logos and give me my money back.     Regards,  ***** *******

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We received reported to the company on 10/15/24 that the first cover did not fit. We were given the option of paying an additional $125 to get the correct size, which was delivered on 10/21/26. On 2/21//25 after taking it off of our camper, we noticed that it was ripped in several places. We went back to the website to report the damage and noticed that there were policies that the company did not adhere to when we had our issue in October. First, we were not given the 30 day money back guarantee. Instead, the only option give to us was to spend $125 more to get the correct product. We made calls on 3/1, 3/`14, and 3/`31 as well as sent emails on 2/21 and 3/`17 to get the company to rectify the situation that they never offered us the 30 day money back guarantee that is advertised on their website. Now, the lifetime warranty that is also on their website they state that they can only send us a replacement since it is after 60 days. No where does it state that after 60 days, the lifetime warranty options change. 

  Business Response

  Date: 04/24/2025

  *********************************************  We offer a 30-day money-back guarantee for returns made within the first 30 days of purchase. For exchanges, a fee applies, and you get to keep the current cover you have. To claim a cover under warranty, please refer to the attached terms and conditions, which explain our warranty policy in detail. Thank you. 

  Customer Answer

  Date: 04/24/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The company did not give us the option of the 30 day money back guarantee with the return in the first place. The ONLY option that was given to us was to pay $125 for an additional cover.  That cover is now ruined.  We would like to receive our full $404 due to the fact that the company never offered us the 30 day money back guarantee. When I contacted the company last, the supervisor told me that they offered me the option that was best for us.  I don't feel that it is the company's responsibility nor right to decide what is the best option for their customers.  A respectful company tells their customers their options and then allows their customers to decide what is best for themselves. Therefore, I am respectfully asking for the company to return our $404 due to making the error of deciding what is best for us instead of providing us with our options.  Regards,  *** *******

  Business Response

  Date: 04/29/2025

  Thank you for contacting us. When the fitment issue was reported on 10/15/24, we offered a size exchange at a discounted rate, delivered on 10/21/24. Our 30-day money-back guarantee applies to full returns of unused items and is clearly stated on our main page, return policy, and terms and conditions. As for the warranty, it is also clearly outlined that after 60 days, the Lifetime Warranty provides a replacement at a pro-rated fee. We’re happy to assist you further—please let us know how you wish to proceed. Sincerely, 

  Customer Answer

  Date: 05/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   My order was received on 10-15-25. On Monday, October 21, 2024 at 03:07:10 PM EDT, *** ******* wrote: Hello, Is there no way I am able to return the current cover for a refund? Thanks again."  Based on the company's 'Return Policy' on their website, which states "We will accept return and exchange requests as long as they are made within 30 days of the date you receive your original purchase. All you have to do is contact us," I should have been able to return the cover for a refund like I requested in writing via email to the business.  However, the business forced a replacement on me instead. Therefore, I should have been able to return the cover for a refund. Due to the company not following their own policy  by giving us the option to return for a refund instead of only offering us a replacement that we had to pay for, I respectfully continue to request the $404 back that we were forced to pay.  Again, your company did not offer us the option to return for a refund. We were only offered a replacement for an additional $125 fee.  Regards,  *** *******

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair 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 purchased a lifetime warranty car cover from CarCover.com on Oct. 22,2019 with free delivery. It failed on or before Sept. 18, 2022. I requested a free replacement which I was given on Sept. 30,2022 for a $30 fee. The replacement cover failed about Oct. 29,2024. I have requested a replacement again. Car Cover will replace it for $84 now. In two or three years and the cover fails the price will rise again and soon you will just be buying a new cover every 3 years. This company knows it cover will not last as they indicate in their advertisement, and they will not stand behind their product. They should not be allowed to offer a lifetime warranty. 

  Business Response

  Date: 03/07/2025

  Thank you for reaching out and sharing your concerns. We understand your frustration and want to ensure you have the best experience with our product. Our lifetime warranty follows a prorated replacement schedule, allowing continuous coverage for as long as you own the cover. While there is a replacement fee based on usage over time, we always aim to provide a fair and affordable solution. To better assist you, we’d like to offer you a replacement for $60 as a goodwill gesture. We value your trust and appreciate your feedback. Please let us know how you’d like to proceed. Best regards, CarCover.com Support Team

  Customer Answer

  Date: 03/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The company is pro rating the cover from the date of the purchase of the first cover on October 22,2019.  The cover I am requesting to be replace was the replacement cover (2nd cover) I received on September 30,2022 and failed on October 29,2024.  On the first cover I agreed to pay a $30 shipping fee, even though the original had free shipping.  I will agree to paying $30 as before, if in 2-3 years when the cover fails again a fair shipping fee is also charged.  I do feel the cover should be replaced for free.  The company should not advertise a lifetime warranty when they do not stand behind it.  Regards,  ****** *******

  Business Response

  Date: 03/10/2025

  Hello,  Lifetime warranty does not mean the cover would be free of charge. The warranty details are in our terms an conditions. we have reduced the price pleas contact us if youd like to take advantage of the new price  

  Customer Answer

  Date: 03/10/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I offered to pay the $30 that they charged me 2 years ago for shipping to replace the cover, but instead they will simply keep increasing the replacement cost each time till it is not feasible to replace it.  How do you pro rate a lifetime warranty?  Who's lifetime? If I am 80 years old does this mean 2 years is a lifetime, or if I am 20 years old does it mean a 62 year warranty?  This was not the case when I bought the first cover and the $30 was for shipping, not a prorated amount.  I will pay $35 for shipping, to cover a increase in cost.   Regards,  ****** *******

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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 purchased a car cover with lifetime warranty. It was supposed to be the best cover with 5 layers of material, it costed me around $200 dollars. I bought it in nov 2023 in anticipation of moving to Florida and won’t have a garage anymore. I didn’t move to Florida in April of 2024 and did not use the cover right away. I probably only have about 6 months of use and it’s already falling apart. The material is ripping and rips easily especially when there is moisture under the cover that happens ever morning. I have a hole on top I covered with tape temporarily. I sent an email to the company with photos and told me I had to pay a 70 dollar fee. When I called the company they lowed it down to 50 and made some excuse that they “improved” the product. Supposedly it’s washable but I did not even attempt this bc it’s too bulky and it would probably just fall apart. I bought this on the false premise that it is water resistant and it is not. Water gets trapped underneath without it even have rained. I’m hesitant to spend 50 dollars on a sub par product that has only lasted about 6 months of use. No where did I see on their description that their “lifetime” warrantee requires a fee to replace. They also have a website by the same owner called carcoverstore.com and carcovers.com and I think it’s meant to confuse people. Their “lifetime warrantee” is deceitful and I should not have to pay 50 to replace.

  Business Response

  Date: 12/10/2024

  Hello, My apologies, but it appears that you have filed a complaint for the wrong company. Based on your order number, you may have ordered from ***************** or ************. CarCover.com is a competitor and is very closely named to our website, ************** Please review your records to ensure you are reaching the correct company. Thank you, Matt K  Carcovers.com Customer Support************

  Customer Answer

  Date: 12/10/2024

  Complaint: ********  I am rejecting this response because:funny how all your companies have SIMILAR NAMES TO CONFUSE PEOPLE. THIS IS FONE ON PURPOSE. BUYER BEWARE  Sincerely,  **** ********

  Business Response

  Date: 12/10/2024

  Hello, We are not affiliated with any other car cover competitors. Our covers are only sold on CarCovers.com. Please remove the complaint and contact the correct company for a resolution.  Thank you, Matt K CarCovers.com Customer Support ************

  Business Response

  Date: 12/12/2024

  Hello, We want to clarify that our only official website is CarCover.com. If the cover was purchased within the last 6 months, we would have replaced it free of charge. Please contact us to resolve this matter. While we are willing to replace the cover, there will be a fee associated with the replacement.As stated on our website, the cover is water-resistant, not waterproof, meaning water can penetrate through. We kindly ask you to review our terms and conditions. We also request the BBB to consider our terms and conditions and close this complaint, as we are adhering to what we advertise. Thank you, CarCover.com

  Customer Answer

  Date: 12/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  As stated, I ORDERED IN 2023 and did not use until 2024. I used less than a year and it’s FALLING APART. you should make your “lifetime warrantee “ clear but instead u put it in the small print on purpose. Why don’t u put it in the banner that u have “lifetime guarantee “??? You are a bunch of scammers [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Gina Aversano

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair 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.

  Purchased 10/23/22 Received 11/04/22 Paid 297.49 This is for an RV cover that was advertised as a lifetime warranty and promised that craftsmanship and high quality were included. I have had to write to them several times in regard to missing a strap when it was delivered hindering the proper use to cover my RV. After several emails and almost 2 months later I finally received the strap needed. Now, not even 2 years of having this product it has ripped in several spots and has a huge hole on the top on the cover leaving my RV subject to rain, snow and sun. I took the time to read reviews about this product before my purchase and was swayed by the promise of the craftsmanship and to cover against any defect in the material. I certainly did not climb on top of my RV to rip a hole in the cover and this is absolutely a defect on the products part. When emailing them to let them know about this issue they sent an email back stating they would send me a replacement for $174.99. After less than 2 years of having this cover, I should not pay anything with a lifetime warranty as they claim. I have now gone on to read complaints about this company and people having the same problem as I am. I honestly would love to get a refund and find a more trustworthy company who actually follows through. I understand that most likely will not happen so I would accept a replacement so that way I have time to find a more reputable company to purchase a cover from later on. As for now, it is about to be the season of rain and snow and I need my RV covered.

  Business Response

  Date: 11/19/2024

  Hello, we will gladly replace the cover please contact our toll free number 

• Initial Complaint

  Date:07/22/2024

  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.

  My husband and I purchased a camper cover for our camper on April 2nd from carcover.com. It arrived on April 5th and it did not fit our camper (it was too big). I reached out immediately to the company and expressed it was the wrong size; mind you, they guarantee the fit or your money back. That was not the case. We went back and forth and agreed upon keeping it and receiving 55% back. Prior the agreement, I did ask (having this in writing) since we are getting a refund back, would that void the warranty? They stated "no". We put the cover on and when we took it off a couple weeks ago, we noticed 2-3 holes already. I reached out again and they stated that they can give me a prorated price of $89.99 for a replacement. In the company's "terms and conditions", if it is in the 0-3 month grace period, it's 100% free of charge. I called and spoke to the "General Manager", Issac, and he told me that the warranty WAS voided and he was doing us a favor giving us a good deal for $89.99. He also expressed that he could give us $20 off and reinstate the warranty. I was very confused and decided to reach out to you because this is AWFUL. It was very unprofessional and unsetting. I felt like it definitely needed to be brought to someone's attention. Thank you for taking the time to read this and I look forward to hearing from you!

  Business Response

  Date: 07/22/2024

  we did not void the warranty the warranty is still valid  under our terms an conditions which is a pro rated schedule to have the cover replace there is a fee associated to it

• Initial Complaint

  Date:07/19/2024

  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.

  Sold me a car cover that is top of the line so it cost more also. I paid for expedited shipping. I received the cover and it is too long for my vehicle. So long that it hangs to the ground. Emailed to inform them of situation. They asked for pictures. I sent them. And inquired again about a resolution. They asked for pictures again. I inquired again and they asked for pictures again. So I sent them along with a note. They wrote back and said that my car does qualify. They said they would send a replacement. I went to the website within a couple days to track my package. Seen that my account with them was disabled. I wrote them asking why my account was disabled and that I couldn't have a tracking # for my replacement. And why I'm not getting expedited shipping since that's what I paid for with my 1st package. I was told that there having problems with their system and that I can rest assured that my package has shipped. So they still haven't giving me a tracking #, but feel good that it's shipped.couple days later I receive a text with a link from **** saying my package was held back cuz of incomplete address info. Now I've seen plenty of these scam texts with malware link. I email the cover company and inform them of link. And to ask for a tracking #. They ask for pictures of my cover again. Asked for my address. But still no tracking #.so it's obvious my cover wasn't shipped. Feel like they are running my 30 day limit on a return out. I WANT A REFUND SO I CAN BUY FROM **** ****. I am still within my 30 days. I've called. And i get a message telling me to email them. And it's difficult to get to their website because there is another company that is spelled very similar. Theirs is Car covers.com. I'm never able to speak to a person, and I'm getting the familiar texts with links that I know are bad links.

  Business Response

  Date: 07/22/2024

  please contact our supervisor at ************

• Initial Complaint

  Date:05/02/2024

  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.

  On 4-15-24, I order a car cover for my completely stock 1978 **** ****** in the amount of $79.99 from CarCover.com order#, *********. They offer a perfect fit 30 day money back guarantee. My cover didn't fit properly and I asked to return the cover for a refund. They then offered to replace it with a cover that fit. I gave them the measurements to assure I'd receive the appropriate cover. They again asked if the vehicle has been altered. I replied, "no it does have the factory spare tire carrier on the back". They acknowledged that this issue was the problem with the fit and that I should have let them know. But they only on one fit listed on there sit for a 78 **** ****** that is guaranteed to fit. Now they aren't offering to replace it or refund. I purchased a cover from *****, another car cover business, 3 years ago that fit perfectly and my spare wasn't an issue. Their listing didn't specify any differences. Some 1978 **** ******* had the spare on the back while others did not. It's not my fault they aren't knowledgeable about their listing.

  Business Response

  Date: 05/02/2024

  Hello,  please contact us toll free number ************ 

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 originally purchased a Gold Shield 5L car cover for $150. I chose this particular cover over others because it is advertised with a Lifetime Warranty. The cover eventually failed -- holes developed and the inner fleece material became thin and disintegrated. When I asked for a replacement under warranty, the company insisted on a $30 payment, apparently to cover shipping costs. This is unfair as shipping would not be necessary if the product didn't fail. Modern-day warranties also do not make the customer pay anything (not even shipping) for a product that fails through no fault of the customer and is replacable under warranty. There is also nothing about replacement costs on their website nor in their warranty policy (attached). Reluctantly, I paid the $30 and received a replacement cover 5 months ago in October 2023 (order #*********). This replacement cover has now failed. I asked for a replacement and they insisted on $60 this time. When I asked for an exception to this cost given that (a) this is the second failure, (b) the cover is only 5 months old and (c) the customer should not have to pay anything for a warrantied product, they said they would lower the replacement cost to $40. There is nothing in their literature about any costs required for a replacement under warranty. See the attached PDF of their Terms and Conditions on their web site as of this writing (8:45am Pacific Time, 3/20/24). These costs also seem to vary at their whim ($30, then $60, then $40) and have no specification in their policies nor any tangible way to acsertain their true value or necessity. I am seeking a replacement Gold Shield 5L cover at no cost additional cost to me.

  Business Response

  Date: 03/20/2024

  Hello, the fee needs to be paid to have the cover replaced  

  Business Response

  Date: 03/26/2024

  the best we are willing to do is reduce the shipping the customer can contact us for the reduced price 

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.I am again rejecting this reply based on the same facts that (a) there is nothing in their policies about having to pay for shipping a replacement; (b) this is the second failure of their product; (c) the cover has failed after only 5 months and based on their Terms & Conditions, it is eligible to be replaced for free (0-6 month failure FREE replacement see previous attachment of Terms & Conditions).There are NUMEROUS complaints found in BBB and elsewhere of this company not standing behind their "warranty" and trying to make customers pay for shipping when there is nothing in their policies about this.This cover has failed after only 5 months, is within their warranty Terms for a free replacement, and needs to be replaced at no charge to me to resolve this complaint. Regards, **** ******