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:01/13/2023

  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.

  Carcover.com (not *********.com .. 2 different businesses). Order#********* Carcover.com offer 60% discount special on car cover orders. I purchased online, a cover for 1997 *** ****, to replace my old, high quality 5 Layer cover. They sent me out a thin cheap crinkly cover that will scratch my vehicles paint and blow away with any wind under it. I get them on the phone and they want to communicate back and forth thru email only.. Ive emailed them almost all of yesterday Jan 12, 2023 and spoke to a guy twice over the phone. Ive sent them puctures as requested of this incorrect car cover they sent, and also pictures comparing it to a sample of the right type of 5 Layer, 5L car cover. (3 of these pictures are also attached in this complaint) The employee that I last spoke with yesterday finally agreed to send me the proper 5L car cover and said he would email me the shipping, tracking information. Instead they email me an offer: 1) me a portion of my money back and keep this cover, which i repeatedly told them i do not want and i cannot use this rough, thin car cover. It will damage paint etc. 2) for me to pay and ship it back to them and wait up to 30 days for a refund. I simply want them to send me the better, 5L car cover. I barely afforded to buy this item from them, and cannot afford to simply lose the money on shipping and a possible (hidden) restocking fee which i read about today in their Consumer Affairs review mentioned by a customer. Today, the person i spoke with 2 times only said I can correspond with them by email. He agreed to transfer me twice to the person i spoke with yesterday, but only hung up the phone on me. Again, yesterday a different gentleman i spoke with by phone.. (who had sort of an Asian accent) .. agreed to send me the right, 5L car cover which i ordered (their best cover, which ive purchased before) .. but the email states otherwise which will give me a product i cant use and some of my money back, or lose money on shipping.

  Business Response

  Date: 01/18/2023

  Hello, The first cover you have purchased was most likely purchased by another company we only have this one order for you. we have sent you the correct cover. we do not carry the other cover you mentioned. Thank you 

• Initial Complaint

  Date:01/13/2023

  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 RV cover 12/7/22 and paid $339.99. The item was delivered on 12/11/22. Installed the RV cover on 12/13/22. Cover torn in multiple places within 10 days of use. I called the company on 12/30 to inform them and was told to email the request, below is the communication regarding the request- I have been emailing the company for 7 days and every response I receive will cost me additional money. They have tried to make deals to avoid them having to accept the return but due to the quality of the item I do not wish to keep it. The last communication is that they will accept the return if I pay an additional $95.00 to return the item. At this point, I do not want the cover and would like to take my business elsewhere and request a full refund and the return shipment paid for by CarCovers.com- Full email conversation with company is attached. ( originally filed complaint- Complaint ID: ******** under incorrect company name)

  Business Response

  Date: 01/18/2023

  Hello,We offered you to pay the cost of shipping and we would replace the cover. we are willing to reduce the cost of shipping please contact our toll free number so we can replace you cover Thank you 

  Customer Answer

  Date: 01/19/2023

  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. I have requested that the item be refunded not exchanged, due to the quality of the product and the fact that it ripped within the first 2 weeks I do not want to replace the cover with the same.I am requesting to return the cover for a full refund and expect car cover.com to pay for the shipping to return the defective item. Regards, ******* ******

  Business Response

  Date: 01/24/2023

  Hello,

   

  we do not cover the cost of shipping for returning items we are willing to issued a refund please contact us toll free number ###-###-####

• Initial Complaint

  Date:01/06/2023

  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 purchased a truck cover. It fit nicely, no complaints on the fit. It rained and then snowed when I had the truck cover on, I brushed all snow off my cover. Three days later, when I went to pull the cover off, it was frozen to my truck in many places. I was very concerned it would damage my paint or the clear coat. I emailed the company and was advised I had only two options, the first being a 50% refund and keep the cover, the second being to return the cover and incur the shipping costs ! The website states “30-day no questions asked return policy.” Absolutely nowhere on the site does it state that the customer will have to pay return shipping costs. So when I called and spoke with a supervisor named Mike, I advised of my issue with the cover and wanting to return it for a full refund. I advised of the website not stating anywhere that the customer would be responsible for the cost of shipping it back, only the 30-day no questions asked return policy. His response was “yes, but nowhere on the website does it say the customer would not be responsible for return shipping.” He said “based on the low price, they would not make a profit if they also had to pay return shipping.” In my opinion, that’s extremely dishonest when advertising that they have a 30-day no questions asked return policy. I want to return the cover s as bd get a full refund. To put the cover on my newer truck, to me, is taking a chance of paint damage if it freezes to it. I researched this before buying the cover and it states water proof, hail resistant and other good things about the cover. Thank you, ****** ********** Sr

  Business Response

  Date: 01/18/2023

  Hello,That is not the case it is written on our website  in our terms and conditions that we do not cover the cost of shipping for returning items. Returns and ExchangesSend your return or exchange request by email to ****************Standard returns and exchanges must be made within 30 days of arrival of the package to its destination address. However, this window is extended to 60 days over the holiday period (November 15th-January 30th).In order to initiate your return or exchange, your email must include the following information and must match our records:Full nameOrder numberNature of request (return or exchange)Reason for return/exchangeCondition of original packaging (opened or unopened)Please do not call customer support regarding your return or exchange. Our phone representatives are not able to assist with questions regarding returns or exchanges. For matters relating to returns or exchanges, please email us at [email protected] and our team will respond to your return or exchange request within 1-2 business days.For returns, refunds will only be issued once the item (and any associated accessories) arrives at the warehouse. You will be notified via email once we have received your item in our warehouse and issue your refund. Upon issuing the refund, it takes approximately 5-10 business days to show up in your account.For returns, extra costs such as that for express shipping will not be refunded. CarCover.com is not responsible for any shipping costs on returns unless the return is the result of an error on our part, in which case we will gladly cover the cost of shipping.For exchanges, you must pay the difference in price to exchange for an item that is more expensive than the original item purchased. However, we will issue you a refund for the difference in price if you choose to exchange for an item that is less expensive than the original item purchased. Only one exchange request will be allowed per order.For exchanges, you must pay to ship the original item back to us; however, we will cover the costs of shipping the new item to you.It is your responsibility to obtain a tracking number for returns and/or exchanges to guarantee that the item doesn’t get lost. Make sure to write down or take a picture of the tracking number given to you at the post office so that the package may be recovered in the event that it is lost in transit.CarCover.com reserves the right to refuse returns and exchanges which do not comply with the return and exchange policy conditions mentioned above.

  Customer Answer

  Date: 01/25/2023

  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. I think it’s truly pathetic and underhanded of this business to just cut and pate their website agreement in this matter. Never have they addressed the fact that the customer will be responsible for shipping their product back at the customers expense. Only making it clear of a 100% satisfaction guarantee. The fact that the person I spoke with was quick to say “nowhere does it not say you’d be responsible “ when I asked about why I’m responsible for shipping costs of the return, clearly showed that they had this complaint before and had a “canned” response. What they’ve done is typical of a dishonest company  Regards, ****** Sr. **********

  Business Response

  Date: 01/25/2023

  Hello, We do advertise in our terms and conditions that we do not cover the cost of shipping for returning items. we think that it is a 100% satisfaction as we do not charge any restocking fee of any sort once the package is returned we issue a full refund.  i do apologies for the way you where treated with that agent and i will will have a meeting with all my agents this is not the response you should have been given. i invite you to read our terms and conditions.

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 10/28/22 I ordered a Gold Shield RV Cover for $314.49 (order #*********). My motorhome is 38 feet long so I ordered the cover for 37 to 40 ft RV. The website lists the height of the sides to be 124 inches and designed to accommodate roof a/c units. Height of the sidewall of my RV, measured as directed by the website is just under 123 inches. When I put the cover on the RV, the bottom to top was 12 to 18 inches too short. I took it right off because the buckles and straps would have been 12 to 18 inches up my painted sidewall and would have caused damage. If the spec was as advertised, it would have fit. I contacted the company with the problem and included pictures and measurements. They offered to sell me another for $200. Issue would have been the same. When I rejected that, they responded that the buyer is responsible to buy the right size. My response was that the seller has an obligation to advertise a product accurately. Everything about this was deceptive including the warranty.

  Business Response

  Date: 01/18/2023

  Hello,our measurements are on point and you most likely have a high roof and not a standard size 

  Business Response

  Date: 01/30/2023

  Hi ****, We spoke and i assured yo the refund was going to be made that same day. here are the refund details.Successfully refunded due to customer request. It may take a few days for the money to reach the customer's bank account.Acquirer Reference Number (ARN): ***********************• Made available 1/28It may take 5-10 business days for funds to settle.Jan 27, 2023, 10:29 AMPayment succeededOct 27, 2022, 1:59 PMPayment startedOct 27, 2022, 1:59 PMPayment detailsStatement descriptorCARCOVER CARCOVER.COMAmount$314.49Refunded$314.49

  Customer Answer

  Date: 01/31/2023

  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. 
  
  Regards,
  
  **** *****
  
  
  
  
  

• Initial Complaint

  Date:11/20/2022

  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 was not given a "custom" cover as advertised for my specific car. CarCover.com lead me to believe that the car cover I purchased was specifically made for the 2022 ***** ** **** It was not. I purchased it in May for potential bad weather in Florida because I was renting a condo without a garage and my car would be outside in the elements. Hurricane Ian hit and, in advance, I placed the cover on my car as directed. It performed like a parachute, blowing up in the air and twisting around, because it was not a fitted car cover as advertised. It was not fitted to my car like other seasonal homeowner cars on the parking lot which remained tight to the bodies of their cars. The metal chain, which was supposed to remain under the car attaching the two sides, was thrown around and hit upon my passenger door leaving scratches. The lock on the cover rusted. I asked for a refund but was told it was past the 30 day return window. My point was that it was not a fitted car cover, custom to my car, as advertised and therefore I should not have to pay for something it was not. The product was also flawed in that the lock rusted and was no longer usable PLUS the cable scratched my car because the cover was not fitted. As soon as I realized that the cover was not custom, I alerted the company. I would have no knowledge of the false advertisement until the cover was needed. Despite their promise “At the very least, we offer a Perfect Fit Guarantee”, they refuse to refund my monies.

  Business Response

  Date: 12/06/2022

  Hello,  we do not advertise our covers as a custom cover the best we can do is we can replace your cover if you find that the fit is not to your likings 

• Initial Complaint

  Date:10/15/2022

  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.

  1st of all; their phone number is inoperable unless you message them & ask about it. Then they magically make the phone work in order to TAKE your $. Placed order oct 11th 2022, paid extra for expedited shipping (1-2 days) didn't receive the cover when they promised. Phone number magically doesn't work again. Messaged them & they won't respond or reply. i believe the online business to be bogus! conveniently there is another company named the exact same thing, same logo colors & they claim to be different than the other BUT their phone number ALSO does the same thing.

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 placed an order for an RV cover that cost $450 at night 9/11/22. On 9/13/22 at around 10:30 in the morning I called the company to inquire if my order was received because I didn't receive a confirmation email or any correspondence which I thought was sketchy. When I called, the person that answered never even said his name and never said the company name CarCover so I had to ask if I had the right place. After he answered I told him I wanted to know if my order was received, I gavr my name and he said "yeah, it hasn't shipped yet and will go out in 3 to 5 business days". At that point, I hung up. I didn't feel good about the call and found another cover to buy right away. I called CarCover directly back by around 10:45 a.m. and spoke to the same guy and told him to cancel my order since it hadn't shipped. He said he would have it canceled. I had to ask him if someone would send me a confirmation email and I was told the person that handles the cancellation will send confirmation.. That never happened, so I emailed the company and the response I got was that they couldn't cancel because it shipped and if I want to keep it they will take 30% off no questions asked and I keep it. The other option was to respond as option 2 and at my expense I had to supply them with a shipping label and pay to return the cover, and if I didn't respond to the email with a shipping label # they will consider the return as voided. If I send it back with the shipping label then it will take 5 to 10 business days to be refunded! In my intial email to them, I told them the cover hadn't shipped, and I did not want pay to ship it back so please make sure to cancel. They are purposely screwing over unknowing customers to keep them paying money somehow no matter if you want their product or not! They are not a legit business, they don't honor anything they advertise and they are professional thieves and liars. I need my money refunded! 

  Business Response

  Date: 10/13/2022

  BBB received the following response from the customer on behalf of the business: My dispute with the company has been settled. The company credited my card and this has been resolved. 

• Initial Complaint

  Date:09/14/2022

  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 CarCover.com in May 2022. The product was advertised to be waterproof, water resistance, dust proof and resisting extreme weather conditions. After the first light rain, the car cover was soaked and the water penetrated through the cover. I called and emailed the company several times to request a refund because the product didn't provide any protection for the car. They offered me to return it but the shipping costs would be my responsibility and that cost was nearly as much as the cost of the product. I then contacted the general manager, Issac W******* in hopes to work out a resolution but he was rude and didn't want to refund me or honor its lifetime warranty. He stated that the car cover is doing what is suppose to do and that it's not 100% waterproof, it's only water resistance and the water that penetrates through will eventually dry because the cover is breathable. The product was advertised as 100% waterproof and this is the problem because it's not waterproof or dust proof or resists extreme weather conditions as advertised! The company is misleading consumers and also not honoring the lifetime warrantee unless the customer pays the expensive shipping cost. Their customer service dept is awful and their employees are rude! I wanted to write a letter to their corporate office addressed to the owner or CEO, but they refused to provide me with any address. I hope that BBB will be able to assist me in resolving this issue or file a complaint against the company for false advertising statements that mislead consumers.

  Business Response

  Date: 09/07/2022

  Hello, if you are unhappy with the cover you can return it the cover is doing exactly what it is supposed and is as advertised  Isaac  

  Customer Answer

  Date: 09/09/2022

  I will only accept to return the item if the business provides a return label. The cover is not doing what it’s supposed to do because it’s not waterproof or water resistant and it certainly doesn’t handle extreme weather conditions. They claim it’s breathable but it takes days to dry and when I remove the cover the car is full of dust and dirt from the rain. I feel I shouldn’t have to pay shipping cost for being deceived from their false advertising!

  Business Response

  Date: 09/12/2022

  Hello, the cover is water resistant if you are unhappy with the cover you can always return it within the first 30 days Thank you  

  Customer Answer

  Date: 10/04/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Regards, ******* *******

  Business Response

  Date: 08/07/2023

  Hi *******, please contact our direct line at ************ and ask to speak to isaac I will be able to close the case and replace the cover.  Thank you Isaac