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Business Profile

Protective Covers

CarCover.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Protective Covers.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Order #********* (placed on September 15, 2020 9:26:32 AM EDT) I order a RV cover for our 5th wheel from there website. They state a lifetime Warranty. Here is there policy from there site.   Warranty Policy With numerous companies available, you may be wondering which one is the best choice and why. Well, at ************, we're confident that our covers are top-notch. The likelihood of you having to replace your cover is small, however, if you ever have any issues, our Lifetime Warranty has got you covered.. How does the warranty work? We'll replace your cover with a brand new one if ANYTHING happens to it. This includes defects, soiling, fading, disintegration, stains, rips, and normal wear and tear. How to file a warranty claim? Send us an email us to ********************* and one of our agents can guide you through your claim. _ I have 5 Rips on one side of the cover. Two of them are very big holes. I sent in a claim and there telling me That I need to Pay them $ 239.00 for them to replace it. They said because of the age of cover ( which is 4 years old) that it is prorated because of age. The warranty states nothing about prorated. IT say life time warranty hence one of the reasons we bought it. This needs to be replace as the warranty states or Refund my $399.99.

    Business Response

    Date: 02/23/2024

    Hello, please read our terms and condition you can contact us directly and we can come to as resolution direct number ###-###-#### Thank you Carcover.com 

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    09/4/22 order#********* & 09/12/20 order #********* tolal $679.66 product name gold shield 5l-car cover for ********* ******** they will not warranty there products I'm in Texas so I put two cover on car order#********* was order waiting on, warranty on order #********* four cover all are fading, disintegrated .

    Business Response

    Date: 01/23/2024

    Hello,  These covers are over a year old a refund unfortunately is not an option you can have them replaced under the warrant  conditions we ask for you to send pictures to our warranty department 

  • Initial Complaint

    Date:01/22/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Bought a cover for my pop up camper 1/9/21. This cover had deterioration problems from the start with the cover shedding heavily anytime it was removed no matter how delicately. 5/15/23 I try to file a claim for the cover that tore a couple months ago during the winter. They tell me they will send out a replacement but it will be $95 shipping. I can get a set of 4 truck tires shipped from the opposite coast for less. I already paid $260 which is well more than double everyone else is charging only for you to hit me for more money on replacement for a sub-par cover. The person I spoke to via email said the shipping was $95 because it was “coming out of Canada”. I really don’t care where it’s coming from, this is ridiculous.

    Business Response

    Date: 01/23/2024

    Thank you for reaching out, and we appreciate your understanding. As outlined in our terms and conditions, we do not cover the cost of shipping for replacement items. While we acknowledge your concern, the shipping fee reflects the handling of a heavy cover, and unfortunately, we are unable to waive this cost.
    To demonstrate our commitment to resolving this matter, we can, however, offer a reduced fee. Please let us know if you would like to proceed with the replacement, and we'll ensure the process is as smooth as possible for you.
    If you have any further questions or require additional assistance, feel free to reach out.
    Thank you for your understanding.

    Business Response

    Date: 02/07/2024

    Hello,

     

    We are willing to reduce the fee to 65$ please contact us to pay the fee you can contact me directly ###-###-#### 

     

    Thank you 

    Isaac

    Customer Answer

    Date: 02/09/2024

    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.  We agreed on $40 over the phone.

    Regards,
    ******* ******




  • Initial Complaint

    Date:01/13/2024

    Type:Product Issues
    Status:
    Resolved
    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 bought a custom car cover with a LIFETIME WARRANTY in December 2023. As soon as I received it I was not happy. I called the company and complained that it did not fit right. I was told not to worry that it would stretch out. On January 1st 2024 I checked on the car. The cover did not stretch but tore to pieces. I called and complained. They want to charge me $40.00. I told them NO. I WANT A FULL REFUND. Their products are defective junk. Why would I want another one. This one didn't even last two weeks.

    Business Response

    Date: 01/23/2024

    Thank you for reaching out to us. For personalized assistance, we recommend contacting one of our supervisors directly at ************* They will be more than happy to address any specific concerns or questions you may have. If you require further assistance or clarification, please feel free to reach out. We're here to help! Best regards, 

    Customer Answer

    Date: 01/24/2024

    I've explained the situation to you in full in my last response along with a full set of pictures. Company will not return my calls. The car cover they sent was wrong from the start. I told then about it. They would not take it back. It never fit correctly. Was told to give it a try.  It ripped to  pieces in one week. Product is total junk. Life time warranty. Guaranteed to FIT. HERE ARE MORE PICTURES  

    Customer Answer

    Date: 01/24/2024

    FULL REFUND   Regards,  **** *******  

    Business Response

    Date: 01/24/2024

    Hello, We are willing to offer a free replacement as for the defective cover that was received  Thank you  

    Customer Answer

    Date: 01/24/2024

    NO. Your products are junk. I will only settle for a full refund of $140.00  Regards,  **** *******

    Business Response

    Date: 01/25/2024

    Hello, if that is the case we ask for the cover to be returned for a full refund  

    Customer Answer

    Date: 01/25/2024

    Send me a shipping label.  You sent me a defective product. You pay return postage. Have you seen all the NEGATIVE REVIEWS about your company. If I would have read them like I always do I would have never done business with your shady company. You should be ashamed of yourself   Regards,  **** *******  

    Business Response

    Date: 02/01/2024

    Hello, we are willing to issue a full refund to close the case we ask for you to contact us directly ************ 

    Customer Answer

    Date: 02/02/2024

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only if and when I receive a full refund. 

  • Initial Complaint

    Date:12/14/2023

    Type:Delivery Issues
    Status:
    Answered
    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 product was not delivered on time, so I needed to purchase another car cover. I tried to return the product to car cover.com, but they are not covering my shipping costs, which are $45. The company advertises 3-5 day shipping. I ordered the product on Sunday 12/3/23 and it arrived on Monday 12/11/23. They claim Monday is a “processing” day and doesn’t count towards a shipping day. I think that is ***. and the BBB should protect consumers from deceptive advertising. I contacted the company via two separate emails and repeatedly would not pay for return shipping. Please do something about this!!!

    Business Response

    Date: 01/23/2024

    Thank you for your message, and we appreciate your understanding. We acknowledge the importance of our processing time, and we strive to adhere to the advertised 24-hour processing period. Regarding the shipping cost, we regret any inconvenience caused. As mentioned earlier, we're offering you the option to keep the cover at a reduced price, but unfortunately, we cannot cover the shipping expenses. We value your business and apologize for any inconvenience caused. If you have further questions or concerns, please feel free to reach out. Thank you for your understanding.

  • Initial Complaint

    Date:12/11/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Images and descriptions on the website are at best inaccurate and at worst intentionally misleading. Two of four images in the product description are completely inaccurate and the actual product looks nothing like what the images depict. One image, which does show a close up of the actual product, implies that the product repels water. While they never claim waterproof - they imply through descriptions like "normal weather conditions" and the use of an image showing beads of water on the cover that it could be.

    Business Response

    Date: 01/08/2024

    Hello, Yes, the cover is overall water-resistant, repelling water to a certain extent. We aim to provide the best cover at an affordable price point. If you find yourself unsatisfied with your cover, please reach out to our direct number ************. One of our supervisors will be able to assist you in resolving any issues you may be experiencing. Thank you. 

  • Initial Complaint

    Date:12/05/2023

    Type:Product Issues
    Status:
    Unresolved
    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 11/24/20023 I ordered the Gold Shield 5L - RV Cover for Class C RV 23' To 26' Feet Long (SKU: 5RV-CC-2326) cover for my 23’ 10” class C RV. I paid $223.99 for this cover, the order number is *********. CarCover.com guarantees that the cover will fit. I installed the cover and the pictures will show the cover is not a “perfect fit” as their website claims it will be, it is about 5’ too long for my RV and the straps will not tighten around the back. CarCover.com offered an exchange if I paid return shipping or they would send another one for $140. Neither of these options is acceptable to me. I would like to exchange this for a cover that fits or a full refund and CarCover.com should pay for the return shipping since their product didn’t meet their size specifications as guaranteed.

  • Initial Complaint

    Date:08/31/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 the top of the line ** cover for my ****. I have used it several time when my car is parked outside overnight with no issues. Last week, we experienced heavy rainfall in Southern California while the cover was on my car. The website states the cover will protect the car in the rain (as well as more severe weather). It rained overnight. When the rain stopped early in the morning, we removed the cover. It was not on the car for an extended period of time. The car looked great everywhere but an 18inch radius in the middle of my hood. The cover had failed in this spot and water seeped through. The shape of the water mark on the hood is identical to the shape on the cover. I had it evaluated by a professional body shop and they determined some type of solvent from the cover had damaged the paint. It is going to cost me $1700 to fix. Customer service told me this is not covered by the warranty and they can only replace the cover. The cover is guaranteed to PROTECT the car. It is clearly a faulty cover that allowed for the damage of my paint. I provided the quote and contact information of the body shop so you could confirm my claim. I was told this is not part of the warranty. If not, it is complete false advertising and I will be vocal to all my fleet business contacts about your business and faulty products with bogus warranties. I want you to make this right as I have been a customer for over 15 years and have never had this occur. It is clearly a faulty cover. I have provided detailed pictures and quotes to your warranty customer support department.

    Business Response

    Date: 08/31/2023

    please send us the order number  Thank  you 

    Customer Answer

    Date: 08/31/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that they have asked for the order number.  The information is included below: Order number is ********* **** ****** ** ****  Regards,  ******* ******* 

    Business Response

    Date: 09/01/2023

      If left for an extended period of time, covers may cause damage to older vehicles, lacquer paint, and/or a pre-damaged clear coat. CarCover.com is not responsible for damages of this nature and will not cover the cost of their repair, as the use of our product is left to the customer's discretion.Avoid covering a vehicle that has just been painted. It is advisable to avoid covering a vehicle that has just been painted because the paint needs time to dry and harden properly. Covering it can trap moisture and heat, which can affect the paint's quality and finish, and may lead to uneven drying or peeling of the paint. It is best to allow the paint to dry completely before covering it, to ensure that it maintains its quality and appearance. Using a cover on a vehicle that has been wrapped is not advisable as it may lead to the deterioration and discoloration of the wrap. Liability is limited to the cost of the product's original purchase price. we are willing to issue a full refund for the item purchased  

    Customer Answer

    Date: 09/01/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This response from the business is a completely "canned" response.  It doesn't address the point that the cover was NOT on the car for any extended period of time or in a weather condition that is not already expressed on their website as weather that the cover protects the car from, specifically rain.  We removed the car cover as soon as the rain stopped and it was ONLY THAT 18 inch SPOT on my hood whereby the cover let the water underneath itself and onto the paint that was damaged.  The cover is not even 90 days old when this happened.  It is clearly a faulty product that damaged my car's paint.  How can a business that states it stands behind its products to do what it advertises the product to do just blow me off like that.  This is false advertising!  See attached email thread that shows this canned response and other ways the warranty department has tried to deflect me instead of addressing the concerns.  Regards, Deborah Enright

    Customer Answer

    Date: 09/05/2023

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

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Answered
    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.
    June 22, 2022, I purchased a Car Cover for my ***** Vehicle from carcover.com. for my 2012 ***** **** vehicle. Purchase price for the cover with a Lifetime Warranty was $134.99 and I paid this amount on my **** Credit Card. In June, 2023 the Cover split open (Approximately 18 inches over the car trunk) while installing it. I submitted evidence of the split to carcover.com and was advised that they would replace it only if I returned their original e mail verifying the purchase. I don't recall ever getting such an e mail from carcover.com, and if I did, I simply have misplaced it, and carcover.com will not accept my Credit Card payment info.

    Business Response

    Date: 08/10/2023

    Hi,   It is clearly written in our terms and conditions that the warranty is registered through your order umber we need the number to be able to warranty the cover. we are simply asking for our policies which our available on the website are followed. 

    Business Response

    Date: 08/11/2023

    BBB spoke to Isaac at business and the following was relayed: I located the customer's order and email and resent the email. The customer will need the order number from the email. 

  • Initial Complaint

    Date:07/20/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    After reading the claims made by Car Cover of what type of protection their **** ****** 5L truck cover would provide I was impressed and bought the cover on a promotion for $161.49 on Feb. 10, 2023, Order # *********. I primarily bought the cover for rain protection since I live in Florida, at the time of purchase we were in a drought season and the rains did not start until late May and June. I was very disappointed in the performance of the cover. It did not repel the rainwater or give any protection from rain. in fact, it seemed to absorb water causing it to leak through to the vehicle. It also becomes heavy with water and sticks to the vehicle. In Car Cover's advertising they claim," It can resist all types of extreme weather conditions such as snowstorms, desert heat, hail storms since it's 100% waterproof and water resistant. We back up this car cover with our full Lifetime Warranty as well". I contacted the company June 30,2023 and explained my disappointment in the cover. Their reply was due to the construction of the cover and the breathability of small pores it can only withstand a certain amount of water, this means the cover is considered water resistant rather than fully waterproof. I replied with and E Mail stating I understand the construction of the cover and how it works, but there was no protection from rain. at all. I was update with a ref. # ****** for any future E Mails. After sending E Mails and photos of the problem, I decided it was fruitless to pursue the matter any further. The E Mails I got from them were computer generated, no one made any attempt to contact me or resolve the problem. I was very disappointed in the cover and how they handled the whole situation. Car Cover claims on the performance of the cover did not live up to expectations and are unfounded. ****** ****

    Business Response

    Date: 07/21/2023

    Hi,  We do apologies for the experience you've had with us we doo try to resolve every single matter int he customer s favor please contact us and ask to speak to Isaac or mike and we will be able to resolve the issue to your favor.  Thank you 

    Customer Answer

    Date: 07/25/2023

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

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