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:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 covid test kits for our health office to have on hand for staff and patients. This order was placed on 11-19-23, order # ******. CovCare immediately took the funds from the account and have yet to send out any product. I have emailed the company, I have used their chat bot, and I have called. None of these attempts have received a response. Im disappointed in CovCare as they were a staple to get us through the initial stages of the pandemic and beyond. This is unacceptable and Ive lost all faith in this company. I would like a refund immediately.

• Initial Complaint

  Date:09/26/2023

  Type:Delivery 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 have ordered from CovCare previously. On September 6, 2023, I ordered a batch of 20 KN-95 masks from this business (#******). Since that day, the order is marked "pending fulfillment," even though their site claims all orders ship in 2-5 business days.I have written to them 3 times, with no response. I have called both their main phone line and customer service line twice each during their business hours and nobody ever picked up. Their "customer service" line sent me a text message each time, but nothing I wrote garnered a response.They billed my debit card the day of the order, but I have never received what I ordered, nor has the status of the order changed, as shown in my account.The second and third time I wrote, I requested (then demanded) a refund.

  Business Response

  Date: 10/13/2023

  Hello we have refunded order ****** $27.37

  Customer Answer

  Date: 10/16/2023

  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 and the matter has been resolved.

  However, the fact that the company never went offline during this, and continues to do business, is a concern to me.They still offer to take questions over "chat," but never respond.
  

  I will be contacting the *** to report this situation and request they take action against this company
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ******. Placed in mid-July for Covid masks--so very important item. Their website says "ship in **** days." Did not receive. Contacted customer service via email; no response. Called. First person said "no record of order." Very fishy. Second person said "out of stock" and will refund. Asked that a supervisor called me; no call. This is no way to run a legitimate business. They need to fulfill order or issue a full refund IMMEDIATELY.

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CovCare Inc. regarding complaint ID ********. Nor have they issued a refund. THIS IS FRAUD. I WANT MY MONEY BACK. NOW. 
  
  Sincerely,
  
  **********************
  

  Business Response

  Date: 01/05/2024

  Hi i have attached the screenshot of the recent resolution of the chargeback case related to an order.
  During the chargeback period, the bank had temporarily locked the funds until a verdict was reached. I have attached a screenshot confirming that the dispute was accepted, and the funds have now been successfully returned to the customer.
  We sincerely apologize for any inconvenience caused during this process. We understand the importance of resolving such matters promptly and appreciate your understanding in this regard.

• Initial Complaint

  Date:08/30/2023

  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.

  I ordered a package (10 masks) on May 1st, 2023. It is now August 30th and I have not received anything. I have contacted the company several times through their website. I have tried to call but it rings non stop and goes nowhere. I have left messages and no one has responded back to me. Only once did I receive an email response back from their support team named *************************. They explained they are backed up and it can take 2-3 weeks to ship out. They offered another option but I did not want that. I asked a follow up question and never heard back. No offer for refund or to make things right. Their website offers NO information on their products being backed up or out of stock. They claim they will ship it out in days, when in fact they don't have the products available for shipping from their manufacturers in *****. This is ridiculous. I just want my money back. My order number is ******. If you cannot fulfill a order and a customer has to wait 4 months then the proper thing to do is RESPOND TO THEM and offer a refund when that customer has asked NUMEROUS TIMES. You should also respond to people's emails and if you don't have that ability then don't run a business. They took my money, offered no assistance, and are gone in the wind.

  Customer Answer

  Date: 09/20/2023

  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 and the matter has been resolved.
  

  I had contacted the company prior to sending a complaint to the BBB. After a couple of weeks I was able to get the refund for the item that was never shipped to me. I am satisfied. 

  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/09/2023

  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.

  On May 12, 2023 i ordered some KN95 face masks from ********. At that time they charged my credit card the full *** of $36.34 immediately for my order. As of today June 9, 2023, i have not received my order! I have called their customer service #s numerous times; some indicated they could not find my order; others found it. They indicated they would reply within 48 hrs. each time. Numerous other times, just no answer at either of their #s - ************ or ************. One person said my issue has been "escalated" - i've heard from no one. I told them i want a refund immediately and that i plan to report them to the BBB. their email is ********************* My order number on my confirmation email was Order #****** Confirmed, [Pack of 20] CE Certified, Black KN95 Respirator Face Mask $29.99 KBL-****** Qty: 1 $29.99 / Item Subtotal $29.99 Shipping $6.95 Discount -$0.60 Sales Tax $0.00 Total $36.34 that is all the information on my email receipt. This is disgraceful! I hope all this info is helpful to you.thx ************************* ************

  Customer Answer

  Date: 07/04/2023

  Better Business Bureau:

  As of today July 4, I have not been contacted by CovCare Inc. regarding complaint ID ********. I have spoken a few times with customer service reps at the company, one who indicated a credit would be issued. but they have done nothing.  each time i called or emailed, all they said was they'd look into it.They say they have no record of my order (from May 12, 2023) yet they charged my credit card that very day and sent a confirmation of order email to me that day. They also say they cannot find my order by confirmation #.  One person did find my order; and they have an email trail. 

  I also contacted ********* to dispute this charge on my credit card from May 12 and they are also attempting to contact this company.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 07/04/2023

  Hello, 
  
  The full refund for this order has been initiated.The customer will get the refund within 7-8 business days.
  

  Business Response

  Date: 07/30/2023

  Upon receiving a chargeback/dispute for an order, it is important to clarify that we assume no legal or ethical liability due to the absence of payment for said order. Furthermore, the acceptance of the dispute by the relevant authorities, along with the notification from the bank confirming that the customer retained the funds, serves to substantiate our position in this matter.

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   CovCare is incorrect. I contacted my credit card & bank regarding this dispute of payment for an order i never received.  ******** issued what they call "a conditional credit."  As I'm sure you well know, a conditional credit does not mean CovCare is off the hook here. They still need to re-imburse the credit card/bank for this amount.  if they don't, they are keeping the money. In all these months (since May) they've also had plenty of time to even fulfill the order!  instead they have chosen to be difficult, and to keep the amount in full.  On July18 i received an email from their customer service indicating they believe I received my refund (per what i have just stated).  I then replied to her with same info on July 19th.  Please see the email exchange attached.  As you can see, I urged the young customer service person to have her boss to contact the bank, comply and resolve this.  Yet they continue to deny.
  

  I have no doubt there are other customers in a similar situation with CovCare.  I have spoken with reps at my bank regarding this. They are continuing to follow up and continue to give a deadline to CovCare to issue a credit. This situation is by no means over.  It's the principle of the thing here.

  I greatly appreciate all the help from the BBB as well.

  thx

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

   

  
  
  
  
  
  *************************
  
  
  
  From: ************************* from Covcare <*********************>
  Sent: Tuesday, July 18, 2023 4:44 AM
  To: ************************* <*****************************>
  Subject: Re: URGENT - ORDER MISSING - RE: CovCare: Order Confirmed #****** - STATUS
  
  Hi *****,
  
  I hope you are doing great, we are unable to refund the credit as you already have disputed the charges from the bank, and you have received it back from the bank.
  
  With Gratitude,
  ******
  Support Team
  Cov Care
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order at the end of July. To date, I still have not received my item. I made numerous attempts to resolve this issue through email correspondence. The dates of the email are *****, ****, ****, and 9-7. I was only offered an inferior product. I would like a full refund.

  Customer Answer

  Date: 12/11/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by CovCare Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 03/07/2023

  
  Hello,
  
  
  To resolve this issue, our support representative will contact you today.

  Customer Answer

  Date: 05/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
  

  They keep playing this game saying they will contact me.  All they have to do is refund my credit card for the merchandise which has NEVER been received.  Its pretty simple.  Refund my money.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 06/14/2023

  Hello,
  
  We have cancelled this order and approved it for a refund. The customer will receive the refund within 7 business days.