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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:07/07/2023

    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.
    My husband ordered a cover for our 5th wheel camper on August 7, 2021 from carcover.com. Put the cover on in November of 2021 and put camper in his shop for winter storage. Put camper outside in late April and cover came off in June when we started camping. Since then it has several rips, tears, and fabric is so weak it is shredding. I tried patching 21 holes with the stick on repair fabric which fell off within 1 week. Paid $419.99 and supposed to have a lifetime warranty. When I contacted company with pics they said they can't do anything without order number which of course I do not have because it was a 1 1/2 years ago. I sent pic of credit card statement but they won't accept that. I feel that we should get a new cover or our money back. Such an inferior product. Can you help me? I can send pics to you also

    Business Response

    Date: 07/21/2023

    Hi,  we would like to inform you that you have a lifetime warranty on the cover. the cover is exposed to extreme weather and it can be unpredictable. we can replace the cove under the lifetime warranty  Thank you  

    Customer Answer

    Date: 07/21/2023

    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:07/06/2023

    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.
    Order # ********* I purchased a camper cover on February 27, 2023. The camper cover did not last more than a month before it started ripping. I contacted the company on March 17th asking for a refund. I received an email on the 18th stating we are eligible for a replacement and I would be receive it in 6 days. I told them I requested a refund, the fabric was not durable or perhaps flawed. We received the replacement on 3/23 but was unable to put it on due to rain until 3/27. The second cover has ripper too. The material is very weak. A regular tarp is more durable. I requested a refund on the first cover and was not given that. I believe that offer should still be available to me because they scammed me into taking a replacement rather than giving me a refund as I requested within the 30 days. This company does not stand behind their products. They send replacements when a refund is requested. Pushing you out of the 30 day return policy. Then they will offer another replacement for $95 shipping.

    Business Response

    Date: 07/21/2023

    Hello, We would like to express our apologies we had an internal issue in our team please contact us we will defintiley replace the cover or see what we can do in terms of a refund. ask to speak to isaac or mike   thank you  

    Customer Answer

    Date: 07/27/2023

    After several attempts in calling and disconnections during conversations with Isaac at CarCover.com. I agreed to an 60% refund. I did receive the quoted refund within 24 hours. In a reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******* ******

  • Initial Complaint

    Date:05/27/2023

    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.
    Ordered the cover. Cover blew off on a windy day . Contacted company. Sent pictures to verify damage. Paid 30 dollars for replacement. Cover never came.contacted company, Was told it was a ***** issue and to file a complaint with them. I did and am still waiting…Guarantee from company is contingent on deliivery service, but in the meantime, my ******** is not being covered properly. 130+ for cover and 30+ = A headache! 

    Business Response

    Date: 05/30/2023

    Hello, please contact us and ask to speak to Robert or Mike they will gladly help you. we will send you another replacement please reach out to us directly  

  • Initial Complaint

    Date:05/25/2023

    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.
    On April 18th I ordered a car cover online from carcover.com for $179. When received I immediately wanted to return since it was not the quality expected. I emailed the company and they offered a discount but i wanted to return. Then they offered 2 options; an additional discount or return at my expense. I chose to return and shipped to the address they provided. The box was returned to me and the shipper said the address was not valid. I do not want this car cover and want to return. I need this company to provide a call tag to pick up.

    Business Response

    Date: 05/25/2023

    Hello, We see here that a full refund was issued for the purchase. you can keep the cover as well no need to return it  Thank you  

    Customer Answer

    Date: 05/25/2023

    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.  For your reference, details of the offer I reviewed appear below.   This matter is not closed. The business did not issue a refund. Every time I try to contact them via email (since I can’t connect with them over the phone) they send an auto reply and never answer my email.  I’ve been requesting a correct address to return the merchandise and still don’t have one. The one they gave me, when I returned the merchandise it was sent back to me saying the address is unknown. I reviewed the location online via maps and it does not exist.   This company shouldn’t be allowed to conduct business since they have so many complaints.    Regards,  **** *******  

    Business Response

    Date: 06/05/2023

    I'm sorry for that we respond to all of our emails on a daily bases our line are open 17 hours a day. Here is the return address:  ************ **** ***** ***** ** *** ********* **  *****

  • Initial Complaint

    Date:05/08/2023

    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.
    I purchased a car cover in December, 2022. We used it while parked at the airport in January 2023. When we returned from our trip at the end of January, the car cover had ripped. I contacted the company, and sent photos. They said it qualified for a "warranty" and that we had to send $30 for a replacement. I refused, as I don't want another of their bad quality car covers. They are refusing to issue me a refund.

    Business Response

    Date: 05/23/2023

    Hello, There is multiple factors when it comes to your cover being exposed to the outdoors for long periods of time . it could have been ripped by animal? given the circumstances we are willing to replace the cover free of charge. please contact our toll free number and ask to speak to Mike.  

  • Initial Complaint

    Date:04/10/2023

    Type:Delivery 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.
    Ordered a car cover from them for Christmas gift the car cover does not fit the car I contacted the company to get a replacement they told me to keep the current car cover and then they would send a new one out never got that one this went on over a few months And I emailed the company again asking what is going on Nick said if I want to I can send them back for a 50% credit but they were supposed to send me a new one like they promised they would actually fit the car so they are selling the wrong size car covers no I have to dispute it on my card if it’s not too late they waited this long to tell me this to see and hope that I would not dispute it on my card

    Business Response

    Date: 04/18/2023

    please contact our toll free number and ask to speak to Mike we will replace the cover free of charge 

    Customer Answer

    Date: 04/26/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   I spoke with Mike and he said he is sending out a new car cover, one size bigger as we both agreed on once I receive the new car cover I would delete my complaint he said I would get an email and a shipping number in the next day or two.  Regards,  ***** ****  

    Business Response

    Date: 04/26/2023

    yes, we both agreed once the cover is received the complaint would be removed. please let us know if you need any further assistance we are here to help

  • Initial Complaint

    Date:04/09/2023

    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.
    I ordered this company's most inexpensive indoor car cover ($99.99) for my Corvette, and it is made of a very scratchy material that will damage the paint on my car. The only way to contact this company is via email, so I sent a request for a full refund. I got a reply from the company saying that they would only exchange the car cover for another one and I had to pay an additional $120.00 plus any extra added costs for a more expensive cover. They do not have another indoor cover in my budget, so I simply want a refund - a full refund. They never repsonded back. So I sent another email requesting a full refund, and I'm still waiting for a reply. My order # is *********. The Cover I ordered was the ****** ****** ** *** Cover, which is made of very scratchy material. It would destroy the paint on my car. Please assist me in getting my full refund of $99.99

    Business Response

    Date: 04/17/2023

    Hello, for a full refund yo will have to return the cover back to your own expenses  Thank you  

  • Initial Complaint

    Date:03/29/2023

    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.
    I purchased a cover for my travel trailer in 2021 and paid over $400. I went with this company because of the warranty it carried, I went with the more expensive one because of the warranty. The cover ripped on 2 corners during the winter and I took pictures and sent them to CarCover and they sent me a new one, I just had to pay shipping. I put the new one on the trailer in for the winter of 2022-2023. This also ripped on one corner. I took pictures and sent them in and told them what happened. They told me that for trailer covers they will only send out 1 replacement. This is over a $400 cover that they said they would give me 20% off a new one. This cover didn’t even last a year. I don’t feel I should have to buy a new one because they were faulty. I told them I bought it because of the warranty and all they could say is sorry. This is very poor customer service and the 2 covers I received had poorly made corners. I feel they should send me a replacement. As you can see from my picture I attached is I had a rubber boot on the spout.

    Business Response

    Date: 03/30/2023

    Hello, We did offer you a replacement as well please contact our toll free number  

    Customer Answer

    Date: 03/31/2023

    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.  For your reference, details of the offer I reviewed appear below.  The response from CarCover to BBB was that they offered me a replacement. I called them and they told me that they wont send me a replacement, what they will send me is a replacement for 20% off. I am not ok with this.  I paid a lot of money for this and also paid extra for the warranty.  Regards,  ****** ****

    Business Response

    Date: 04/17/2023

    Hello Dear customer, we offer 3 replacements under the life time warranty if the you have surpassed the 3 replacement we offer you  a 20% discount to purchase a new cover and reinstate the warranty. PS: we do not charge extra for the warranty. Thank you  

  • Initial Complaint

    Date:03/14/2023

    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.
    I purchase* **** ****** ** cover for a travel trailer on 10/17/22 order number# *********. I paid a total of 379.00. The cover was installed as instruction stated. The cover began to rip in multiple places just after a few months. When I purchased this cover it was supposed to have a lifetime warranty. I contacted car cover.com they informed me that it was under warranty but I had to pay 95 dollars to have another cover sent to me and I could not get a refund. This is unfair. I do not want to replace the cover with the same due to the fact the cover ripped within 2 months. I want to purchase a better quality cover elsewhere. I want a full refund not an exchange.

    Business Response

    Date: 03/30/2023

    please contact our toll fee number one of our agents will be able to assist you 

    Customer Answer

    Date: 04/05/2023

    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.  For your reference, details of the offer I reviewed appear below.  Regards,  *** *****

  • Initial Complaint

    Date:02/06/2023

    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.
    I purchased a car cover from them because of the lifetime warranty that comes with them. My trim was not showing on their website. I called to ask if it would fit the trim of my car, the 2020 ***** ***, and they confirmed it would. After a year of having the cover, it started to rip because it was too tight of a fit. They replaced it, but the one they sent is much smaller than the previous one. I reached back out to the company. They stated they would send the replacement back in October 2022, but I never heard anything. I reached out to the company this past week. They said they could not ship it, and I was authorized for a 30% refund of the original charge. They emailed me this morning and stated they changed their minds and could not approve the 30% refund.

    Business Response

    Date: 02/15/2023

    Hello,  please call and ask to speak to ***** or **** we will be able to make the changes to your account  Thank you  

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