Complaints

This profile includes complaints for Budge Industries, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Budge Industries, LLC

  101 Greenwood Ave Ste 410 Jenkintown, PA 19046-2603

  
• 

  Budge Covers

  1156 1st St Henderson, KY 42420-3283

• 

  Budge Industries, LLC

  101 Greenwood Avenue, Suite 100 Jenkintown, PA 19046-2649

  
• 

  Budge Industries, LLC

  840 4th St Henderson, KY 42420-3083

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:06/16/2025

  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 am filing this complaint with the Better Business Bureau because Budge Industries has refused to honor the warranty on a defective boat cover that failed prematurely. I purchased a Sportsman 1200 Denier boat cover (Model B-1200-X5, Blue) from Budge Industries on May 24, 2020 at a cost of $175.44.Although Budge Industries advertises a five-year warranty from the date of purchase, they delayed shipping my order until June 5, 2020, and I did not actually receive the cover until mid-June 2020. When I removed my boat from storage shortly before the warranty period ended in May 2025, I discovered the interior rubberized coating of the cover was severely deteriorated, flaking, peeling, and disintegrating. The cover had been properly stored and maintained according to Budge Industries care instructions.I promptly reported this issue to Budge Industries on June 16, 2025, just a few days after the warranty period technically expired. However, the defect clearly occurred and was discovered within the warranty period, but Budge refused coverage, citing the reporting date rather than the occurrence or discovery date of the defect. Additionally, they informed me they had experienced a warehouse fire and no longer had the product in stock, using this as another reason to deny any warranty accommodation or replacement.This is highly disappointing, as the product failed prematurely due to a clear manufacturing or material defect, yet Budge Industries has refused to offer any resolution or goodwill gesture. I am filing this complaint to seek assistance in achieving a fair resolution given Budges inability or unwillingness to fulfill their warranty obligations under these circumstances.

  Business Response

  Date: 06/17/2025

  At Budge Industries we work to honor our warranties.  To do this the customer needs to do their part as well, which is to supply the required documentation during the warranty period.  Our warranty period is listed as starting at the time of purchase on all of our warranty documentation.  We have continued to work to honor our warranties even after our devastating warehouse fire by finding an appropriate resolution for all approved warranties.
  
  In this case the customer was not in the warranty period.  We are sorry that he did not contact us during the warranty period and feels that he should be given preferential treatment and an extended warranty.  We let him know about the warehouse fire to explain that even if we could approve extending his warranty that we do not have this item or any other covers in his needed size in stock.  We did not refuse coverage as the warranty period had already expired.  The customer has had this item for 5 years and would not be in the return period to request a full refund and as the warranty period is expired, he would not be due a partial refund either.  We have fulfilled our warranty obligations as the warranty period was expired before he reached out to us. 

  Customer Answer

  Date: 06/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23475639
  
  I am writing in response to your statement regarding my BBB complaint. While I recognize the operational difficulties your company has encountered, including the warehouse fire, the fundamental issue persists: my Sportsman 1200 Denier boat cover (Model B-1200-X5) suffered a material defect well within the five-year warranty period, and your denial of coverage based on a strict interpretation of timing is neither reasonable nor consistent with a warrantys intent.
  

  Warranty Coverage and Timely Reporting

  Your warranty explicitly guarantees protection against material defects for five years from the date of purchase. The defect in my coversignificant deterioration of the interior rubberized coatingwas discovered and reported on June 16, 2025, shortly after the warrantys technical end date of May 24, 2025. However, it is impractical to expect a customer to detect such a failure precisely on the day it occurs, especially for a seasonal item like a boat cover. The cover was stored indoors in a climate-controlled environment since 2020 and was only recently removed from storage this season. It is patently evident that the defect originated within the warranty period, and my reporting was made promptly upon discovery.

  Impact of Shipping Delays
  Additionally, your company delayed the shipment of my order. I placed the order on May 24, 2020, but the cover was not shipped until June 5, 2020, arriving in mid-June. This delay, which was beyond my control, effectively shortened the warranty period by several weeks. Equity demands that this reduction in coverage be considered when evaluating the timeliness of my claim.

  Evidence of a Material Defect
  The cover was maintained in optimal conditionsstored indoors, climate-controlled, and shielded from the elementsfor four years. Despite this care, the interior coating disintegrated, rendering the cover unusable. This is not ordinary wear; it is a clear material defect covered under your warranty. Your refusal to recognize this failure as such raises serious questions about the reliability of your products and your commitment to honoring warranty obligations.

  Inventory Challenges Are Irrelevant
  While I sympathize with the inventory constraints caused by your warehouse fire, this does not absolve you of your warranty responsibilities. Your products, including boat covers, remain available through third-party vendors like ******, to whom you supply stock. A replacement could feasibly be sourced through such channels if necessary. Regardless, the availability of inventory is secondary to your duty to address a defective product sold under warranty.

  A Call for Good Faith
  Your response referenced a prorated refund as an example, only to immediately reject any remedy, which suggests a lack of good faith. I am not requesting special treatment but rather the fulfillment of the warranty I relied upon when purchasing your product. Your extended warranties on other items signal confidence in their durability, yet your handling of this matter undermines that assurance.

  
  Request for a Fair Resolution
  In light of these facts, I respectfully request that you reconsider your position and provide a fair resolution, such as a refund or replacement. Your current stance contravenes the spirit of your warranty and your purported reputation for quality and customer care. I urge you to address this issue promptly and equitably.

  
  I await your response and a resolution that aligns with your stated commitment to customer satisfaction.
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/23/2025

  As ****** stated this cover is out of the warranty period since it is from the time of purchase and due to a warehouse fire we cannot approve warranty extensions since we do not have stock to support that.  Per our recent conversation we agreed to send the only cover that we have in this size our thinnest cover B-150-X5 in warranty order SO1005050.  We consider this issue to now be resolved.

• Initial Complaint

  Date:05/23/2025

  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.

  On December 2, *********************************************** January 2025 I contacted the company about my order. They said that their plant burnt down in December and the orders were backed up. They asked it I wanted to until May or get a refund. I said a refund. February 25, 2025 they said they were cutting me a check. March 2025 when I called to see where my check was they said that they just had their system updated and it caused to crash and they could not accesss their money. Now they are not even returning my emails and I still don't have my refund.

  Business Response

  Date: 06/03/2025

  We apologize in the delays in refunding your order. We did originally refund back to your method of payment, which did not complete due to the original card account being closed by you. It was not our intention to withhold or delay your refund.  We are sorry for any delays with the post office that are also not in our control. The post office did return the mailed check due to it being damaged, and we have remailed it.  It should be received soon.   We did stop communicating with you once your messages turned to threatening legal action and the check had already been mailed as we do not engage in threatening conversations.

  Customer Answer

  Date: 06/03/2025

  As of yet I have not received any refund check. This company has come up with one excuse after another. When I get my full refund of $190.79 I will shut up.

  Business Response

  Date: 06/05/2025

  We remailed her refund check 6/3/25 after we found out the original check did not reach her due to the envelope being damaged and returned to sender (us). She should receive the refund check in the next week depending on the mail. 

  Customer Answer

  Date: 06/07/2025

  I received a check for my refund on June 6, 2025. Thank you for your assistance.

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:04/11/2025

  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.

  The product I was sold is defective and faulty , does not perform it's intended purpose. The product has a 5 year warranty, I want a refund. The vendor will not answer phone to file complaint/issue. I feel I have been deceived.

  Business Response

  Date: 04/16/2025

  We apologize that our short staffing has lead to any communication issues and deceased phone availability.

  The customer emailed on Friday, 4/11/25. In the initial email they were threating and combative stating, "I purchased a truck from you, the cover is defective, it will not stay on the truck with slightest breeze. The snap locks have become detached from the stitching also. The date of purchase through ****** was Dec 15, 2024. If this situation is not resolved in a timely manner I will be reporting you as fraud to ******."  We replied within 35 minutes giving our field destroy instructions.  Customer replied on Sunday, 4/13/25 evening with field destroy images, when we were closed, and was responded to early morning on Monday, 4/14/25 with a full order refund. 

  This is already resolved with a full order refund. 

  Customer Answer

  Date: 04/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:01/07/2025

  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 order for 2024 ****** Tundra SR5 double cab with a camper shell a Budge truck cover. I purchased on 4/11/24, and received, per tracking, on 4/18/24. It set in a box until Nov 2025. That when I put a camper shell on my truck. I put the Budge truck cover on my truck with a camper and it was super big for my 2024 ****** Tundra SR5 truck with a camper shell on it. It looks like a tent that touching the ground all the way around it.I ask Budge if I send it back to their company could the cut 24" out of the center and sew it back together. Which would make it fit a lot better. The company will not help me on ********* a refund or repair made smaller

  Business Response

  Date: 01/09/2025

  Customer's order was 4/11/2024 and received 4/18/2024. First contact with us about a sizing issue was 12/4/2024. Our listed return period is 30 days and this is 7 months beyond the return period which is listed on our site ****************************************************. The return was and is denied and cannot be completed due to age.

  Customer Service **** verified that they did receive the correct size cover that was ordered.  If they had not received the correct size or item that was ordered that would have been corrected.  It was explained to the customer that the size selector is not a guarantee of fitment, but a suggestion due to different possible trim packages and changes year to year.  Customer ordered a semi-custom cover which is made to fit multiple makes and models not a custom sized cover. The customer feels the cover is too large and wanted a smaller cover requesting us to alter the cover. We do not make made to order covers. A smaller size will be too small which is why the cover selector lists this size. Customer was offered a set of gust guards to assist with tightening the cover on the vehicle and securing it.

  While some time exceptions can be made for a few days or weeks beyond the return period the customer was denied in this case because of the extreme time beyond the return period. This was discussed as well with the Returns Specialist and myself the Manager. Due to the time beyond the return period a return cannot be completed for exchange. We can only have gust guards sent to assist with securing the cover.

  Customer Answer

  Date: 01/10/2025

  The company wrote this: "Fantastic Fit for Trucks! We match up your model with the right size semi-custom fit cover for a snug fit without all the guesswork. There's no need to measure just select your make, year and model to find your cover size! You can expect the cover to follow the general curves of your vehicle, without exposing any paint, and snug around the bottom and bumpers with the full elastic hem. The cover will accommodate your mirrors without pocketing them".  My cover goes all the way to the ground, and they did not match up my model with the right size for semi-custom fit cover. 

  Company wrote this: Satisfaction Guarantee for Vehicle Covers ************************** guarantees that product you ordered will arrive in new condition, be free of defects and will cover the vehicle for which you ordered. Our guarantee is only for covers ordered using our Make, Model, Year selector (excluding the bimini top and RV estimator tool). If your item fails to meet the criteria above **************************, we will exchange the item for no additional charge (aside from price differences).

  I understand the 30 days return thing this company is talking about.  But when Budge state that it will fit my truck and with a camper shell and it does not there a problem with this company.  It did not cover my vehicle for which I ordered the right way, it look like a Circus Tent touching the ground and getting are wet and mud.  It is a big it a joke. I download pictures, so you could see this problem and I hope they come out.

  All I'm asking the company to do is cut out 24 inches out of the middle of the cover and sew it back together.  They will not do this for me.  

  Customer Answer

  Date: 01/10/2025

  The company wrote this: "Fantastic Fit for Trucks! We match up your model with the right size semi-custom fit cover for a snug fit without all the guesswork. There's no need to measure just select your make, year and model to find your cover size! You can expect the cover to follow the general curves of your vehicle, without exposing any paint, and snug around the bottom and bumpers with the full elastic hem. The cover will accommodate your mirrors without pocketing them".  My cover goes all the way to the ground, and they did not match up my model with the right size for semi-custom fit cover. 

  Company wrote this: Satisfaction Guarantee for Vehicle Covers ************************** guarantees that product you ordered will arrive in new condition, be free of defects and will cover the vehicle for which you ordered. Our guarantee is only for covers ordered using our Make, Model, Year selector (excluding the bimini top and RV estimator tool). If your item fails to meet the criteria above **************************, we will exchange the item for no additional charge (aside from price differences).

  I understand the 30 days return thing this company is talking about.  But when Budge state that it will fit my truck and with a camper shell and it does not there a problem with this company.  It did not cover my vehicle for which I ordered the right way, it look like a Circus Tent touching the ground and getting are wet and mud.  It is a big it a joke. I download pictures, so you could see this problem and I hope they come out.

  All I'm asking the company to do is cut out 24 inches out of the middle of the cover and sew it back together.  They will not do this for me.  

  Business Response

  Date: 01/15/2025

  There are 2 points that need to be made from the customer's latest response.

  First, when they gave the information from the website about the return policy they excluded the next section:

  ************************** Return Policy
  ************************** will accept return requests of items purchased within 30 days of receipt. Following the 30 day period, we cannot process any returns or exchanges for any reason.
  ************************** cannot accept returns of Budge Industries covers purchased through any other outlet. If you are trying to return a product purchased from a different retailer please contact them at the point of purchase.
  ************************** will only accept one return on an original order. In the event that you receive an exchange or replacement, we will not accept this replacement for a refund or exchange for any additional items.

  Second, the customer is requesting for us to cut out part of the cover and sew it back together. As previously stated we do not make covers to order per individual requests.  This is not how our business operates, and not something we could accommodate even if we were in the return period. 

  We are sorry the cover does not fit and in reaching out to the customer previously have offered to send out gust guards to assist in the tightening the cover over the vehicle. This is the only resolution that would be available due to the age of the order.

  Customer Answer

  Date: 01/15/2025

  If I would have known that the company could not make a vehicle covers that do not fit. I would have never purchased one from them.  

  The stated "We are sorry the cover does not fit and in reaching out to the customer previously have offered to send out gust guards to assist in the tightening the cover over the vehicle. This is the only resolution that would be available due to the age of the order."  The company did not offer to send me a gust guards; the company want me to buy a gust guard.

  Here an email I received from Budge on Mon, Jan 6 at 5:20 AM

  Hello *****,
  
  As stated the cover you ordered is not a custom cover, and there is a clearly stated return policy.  We will not be completing a return due to the age of the order.  Please refer to the previous conversations for any added clarity as your comments have already been addressed.
  
  Please let me know if you would like an order of gust guards (2) sent out to assist in securing the cover.  This is the best I can offer.
  *****************************************************************
  
  Thank you,
  
  
  
  *****
  Customer Service Manager

   

  Customer Answer

  Date: 01/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22782011
  
  I am rejecting this response because:If I would have known that the company could not make a vehicle covers that do not fit. I would have never purchased one from them.  
  
  The stated "We are sorry the cover does not fit and in reaching out to the customer previously have offered to send out gust guards to assist in the tightening the cover over the vehicle. This is the only resolution that would be available due to the age of the order."  The company did not offer to send me a gust guards; the company want me to buy a gust guard.
  
  Here an email I received from Budge on Mon, Jan 6 at 5:20 AM
  
  Hello *****,
  
  As stated the cover you ordered is not a custom cover, and there is a clearly stated return policy.  We will not be completing a return due to the age of the order.  Please refer to the previous conversations for any added clarity as your comments have already been addressed.
  
  Please let me know if you would like an order of gust guards (2) sent out to assist in securing the cover.  This is the best I can offer.
  *****************************************************************
  
  Thank you,
  
  
  
  *****
  Customer Service Manager
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/15/2025

  We apologize if there is confusion, but we were not asking the customer to place an order.  We asked if they would like an order of gust guards and to let us know.  The link was attached so they would know what the item was that we suggested.  We were offering to enter an order for him, free of charge.  As the email states we did not tell the customer that he could go place this order.  If we were contacted to question this we would have clarified that intention. The only contact from the customer was that they wished for us to cut the cover and sew it back together shorter which we cannot do.  We will reach out to the customer again to ask if they would like us to have an order of gust guards sent out them.

  Customer Answer

  Date: 01/21/2025

  I give the company my address to send idem.  Guess that it.  Thanks BBB.

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:10/22/2024

  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.

  BOAT COVER NOT CLOSE TO FITTING

  Business Response

  Date: 10/23/2024

  Customer ordered 5/18/24 which was delivered on 5/24/24.  Customer ordered on their own,without a phone agent. The 30 day return period is clearly listed on our site under Return Policy (****************************************************) . The did not contact us until 10/21/24 after they tried on the cover. This was about 4 months past the listed return period. They called in and discussed with a ***resentative that the cover did not fit. The *** verified that the cover they received was the correct the item ordered and then let the customer know that the cover could not be returned 4 months past the return period. Customer then requested a manager call back.  They were called back by one of the management team and informed the that the make model year selector is not a guarantee of fitment, and the cover would still need to be tired on during the return period which they were no longer in. The spouse then took over the call stating that They know people, and know where we (Budge) are, among other threats.  At this point they were instructed that if they had no further information to discuss that the call would be disconnected.

  Customer Answer

  Date: 10/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22458103
  
  I am rejecting this response because:
  i purchased a cover  for a 2005 angler 220 wa  it wasn't close to fitting when you buy something  you expect it to be what you ordered i could not try it on within 30 days because boat was in
  the water when you buy something you expect it to be what you ordered i trusted that they were an honorable company but i guess they are not
  Regards,
  
  **** ***********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/09/2024

  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.

  I am contacting you to ask for your help resolving an issue I am having with a boat cover vendor in state of **. I purchased a boat cover from Empire Boat Covers on October *******. I ordered a boat cover for a 25 long boat cover by 106 wide. What arrived was a 23 long boat cover with a different SKU number sewn inside to cover. In August 2024 I opened to cover box and tried to install the cover on the boat. It was too short to cover my boat. The two concerns I want to bring to light here is they would have gladly exchanged the cover within a 30-day window. So given the circumstances that I was in caring for my wife, who had a severe stroke that caused the delay in installing the boat cover. I feel that since the original cover is the wrong one and that I have established a reasonable explanation for requesting this error be corrected outside of the 30-day window, Empire Covers needs to stand up and be part of the solution. They will have a completely resalable 23 boat cover and I will have received the cover that I paid for. That being a 25 cover which obviously costs more than a 23 cover.This to say I have an unusable boat cover and I paid more money for the cover I received, than it would retail for. The overcharge for the 23 cover I received, but paid for the price of a *********************************************** one of the emails exchanged the **************** *** asked that I send a picture of the attached label of the current boat cover I have. Since none of the information matched the cover I ordered, it should be clear to Empire Covers that this was a miss shipped cover. In conclusion I would like for Empire Covers to send me the correct boat cover that I originally ordered and provide me with a return shipping label to send their incorrectly shipped boat cover back to their facility.

  Business Response

  Date: 09/09/2024

  Customer called in to place an order 10/13/2023, 11 months ago. At the end of the phone call he was informed of our 30 day return policy, and it is posted on our website **************************************************** . Customer then contacted us 8/26/24 to let us know the cover did not fit.  He was requested to email us an image of the tag.  He received the correct item and size.  Item number in our shipping system is B600X8 and in our shipping item system it is B-600-X8.  The only difference is the dashes, they are the same item.  There are many things that can effect fitment of a boat cover including but not limited to what is on top of the boat.  

  
  If he had received the incorrect item we could have had the correct item sent out to him, but this is not the case.  He has received the correct item and it does not fit.  Our return policy states that customers have 30 days from the time of receiving the order to complete a return.  We cannot complete a return for an order months beyond the return period (10 months at the time of contact). 

  
  Customer requested to speak with a supervisor or manager 8/28/24 after not accepting the response that the *** gave and a call back was created and responded to same day.  He stated that he did not receive a call back in email on 9/4/24, the *** responded same day letting him know that a call was attempted and when he responded that he did not receive a voicemail a call was again attempted by management.   I am not sure if the phone is set up to not receive phone calls from a 888 number and that is why he is not receiving calls, but I attempted to call the second time after verifying the phone number was the same from his previous calls and he did not answer and a voicemail was left again.  I also responded in email letting him know that we could not complete a return due to the age of the order.  (See attached email correspondence).
  Customer's desired outcome cannot be met due receiving the correct item and not following the return policy that was clearly stated in the call where he ordered and on our website.
  

  
  

  Customer Answer

  Date: 09/10/2024

  The phone number listed is incorrect.

  The correct phone number is **************

  Customer Answer

  Date: 09/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22260351
  
  I am rejecting this response because:

  It's sad state of affairs when an **************** cannot take the time to understand that I was caring for my wife after a severe stroke that involved several out of state trips for treatment. That alone should be enough to explain the delay in trying to install the ordered boat cover, which I have ordered by the same stock number in the past and both those covers fit just fine. Another point I would like to make is, I should not have to second guess that I received the correct boat cover from Empire Covers. If the tag information is correct as stated by Empire Covers, then this cover should fit as the other covers in the past have. The cover I received must be miss tagged or the wrong pattern was used at the factory, as the stitching near the bow area of the current cover looks nothing like the past two covers I have received from Empire Covers, 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/11/2024

  We are sorry that you do not find the previous answer to your cover acceptable. You were verbally notified of our return policy not only because we try to notify every customer of the policy upon placing the order,but also because there can be minor changes to patterns and materials. The last cover that was fit was purchased back in 2013, 10 years ago.  Again, this is why the return policy was given at the and of the call to place the order.  Replacing the cover will result in the same poor fitment, as it has been confirmed that the initially received product was accurate. In addition, we have not received any other returns for this item number stating poor or shorter fitment due to mislabeling.  While we try to accommodate special circumstances this time period is far past the 30 day return policy.  

• Initial Complaint

  Date:05/21/2023

  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.

  Ordered 8 chair covers and 2 chaise covers which arrived today- in the website, the small chair covers are supposed to fit a 30 inch wide chair (have screenshot from budge website showing dimensions) and my chairs are 28-1/2 wide. These 6 covers are only 27 inches wide and don’t fit. This series of covers are advertised as machine washable (have a screenshot proving that) but in the packages that contained the covers, the instructions for care clearly state they cannot be washed in a machine, only by hand. The company policy is that the customer must pay return shipping and a 20% restock fee if returning for any other reason than a defect. I don’t want covers that have to be washed by hand, and I certainly don’t need covers that don’t fit because the company put the wrong information on their own website. I want them to pay for the return shipping and I want a full refund. These are not my errors- I checked carefully based on the information they put on their website and ordered directly from them, only to get a misrepresented product. I have very specific reasons for wanting washable covers and I certainly ought to be able to depend on the stated measurements. The website instructs me to measure carefully. I did. Maybe budge ought to carefully measure their own items themselves.

  Business Response

  Date: 06/02/2023

  Customer entered a BBB complaint prior to contacting us.  While our posted return policy states all the items he had an issue with (returning the items and a restocking fee) that would not only be for defects, but also fitment issues as well.  The customer has since contacted us and a return was set up for a field destroy with pictures.  We have not received the pictures yet, but once we do we will be completing a 100% refund on the items.  We consider this resolved once the customer supplies the needed images to complete the return.

  Customer Answer

  Date: 06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  You had the pictures in the day I made the complaint, which I have email proof of, including response from your own customer service rep.  In addition, you sold me items that are not sized as you continue to describe them in your website, and you claim the items are machine washable but they aren't according to both the care instructions included with the furniture covers and in the labels sewn in to the furniture covers.  You have photographs of the tags that you forced me to return to you at my expense.  The only one you told me to field destroy was the one that had no tag.  Try telling the truth.  
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 07/21/2023

  We did receive the images of the cover tags that you sent.  On the tag they do state Hand Wash Cold Water.  The person that you spoke to let you know that the correct instructions were written on the Warranty sheet, which states: 
  CARE INSTRUCTIONS To clean your cover, we suggest diluting a mild liquid detergent in warm water, then softly cleaning with sponge. If hand washing your cover, we suggest you install it on your vehicle. OR Wash in front load/triple commercial washer, in cold water with cup of mild liquid laundry detergent. RINSE THOROUGHLY, Line or air dry your vehicle cover. NEVER PLACE YOUR COVER IN A DRYER!!! 
  These instructions are too long to write on the label which is why they are contradictory.  The label gives the shortest instructions to cover most issues, while the warranty sheet gives the full instructions.  If there were any issues after the covers were washed it would have been covered under the warranty and a new cover would have been sent out if in the warranty period.
  We understand that you were not satisfied with that answer and there was a sizing issue on some of the covers. You did not want a different cover size, and because of this we created a return for you under our hassle-free return policy.  We waived the restocking fee and approved a 100% refund for the return.  We require either the items back or the tags to void a future warranty.  For the item that you could not find the tag,we did a field destroy.  For the items that you could find the tags of we instructed you to return the tags instead of returning the covers or completing a field destroy.  These tags are small and can fit in an envelope with a stamp on it. On our website in the returns policy, we have noted:
  Shipping charges are non-refundable, and customers are responsible for shipping the product back to Budge Industries. In some cases customers may be responsible for the shipping costs of the replacement item. (****************************************************)
  Because we only had you send in the tags of most of the covers you purchased you still have the covers to use while you are looking for other covers. The cost of the covers that you did not have to return or destroy is greater than the cost of what you could have spent to return the tags to us. 
  I am sorry but we cannot refund the cost of shipping items back to us both per the return policy and since you still have these covers to use while shopping for new covers.

  Customer Answer

  Date: 07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: once again, you are deliberately not telling the truth- I have photos of the instructions you sent with the covers which clearly state these covers are not machine washable.  The whole text of your instructions as shown here is fiction and I have the proof.  
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 08/15/2023

  Photo one shows the instruction sheet sent with the furniture covers- clearly, and completely in contradiction with what the company says about these covers being machine washable, they arent.  Also, their last response gives the instructions that they are washable- again, not what they sent with the product.

  photo two shows what their website states about the item being machine washable, claiming the are. 
  photo three shows the actual tags attached to the product, proving again they arent.

  the company has lied repeatedly: about field destroying the items (actually made me both provide photographs of tags plus mail them back at my own expense) about being willing to refund if I provided pictures of destroyed items (already had and they knew it) and about sending instructions for machine was instead of the instructions thst instruct user they are not machine washable (see photos) contrary to website description I relied on (again, see photo) claiming they are washable.  They have not reimbursed me for having to mail back the tags, despite claiming in the BBB rebuttal that they didn't ask me to do that.  
  I know you can't force them to refund me, despite the fact that I don't think I ought to be out any money for a misrepresented product, but you can attach this final communication to the complaint and ensure that other potential customers can see the proof for themselves.  

  Customer Answer

  Date: 08/15/2023

  Photo one shows the instruction sheet sent with the furniture covers- clearly, and completely in contradiction with what the company says about these covers being machine washable, they aren't.  Also, their last response gives the instructions that they are washable- again, not what they sent with the product.

  photo two shows what their website states about the item being machine washable, claiming the are. 
  photo three shows the actual tags attached to the product, proving again they aren't.

  the company has lied repeatedly: about field destroying the items (actually made me both provide photographs of tags plus mail them back at my own expense) about being willing to refund if I provided pictures of destroyed items (already had and they knew it) and about sending instructions for machine was instead of the instructions thst instruct user they are not machine washable (see photos) contrary to website description I relied on (again, see photo) claiming they are washable.  They have not reimbursed me for having to mail back the tags, despite claiming in the BBB rebuttal that they didn't ask me to do that.  
  I know you can't force them to refund me, despite the fact that I don't think I ought to be out any money for a misrepresented product, but you can attach this final communication to the complaint and ensure that other potential customers can see the proof for themselves.  

• Initial Complaint

  Date:10/27/2022

  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 order a boat cover for my 2007 ***** ********** 26 foot 254 model on June 10,2022 order number *********. in the amount of $433.46. Before i order the cover i looked up in there webpage my perticular year,make and model and it spectific ********* **** ****** boat cover was the correct cover that fits my boat. In June my boat when to the shop for several repairs i needed done to the boat. I had order the cover right after the boat when to the shop.The shop was back-up with to much work so i didn't get back my boat until October 01,2022, Which on that day I try on the cover for the first time and found-out this cover that Budge spectific on there web-page does not fit my boat due to my boat having a pulpit for the anchor in front. Which budge does not state on their web-page the boat with or without a pulpit. So i called customer service on that same day and they inform me the 30 days return policy has expired. I told them to please have a supervisor call me so i can explain my situation. No one has ever called me to this date. This is there error due to the fact that they don't advertised or show the correct cover for a boat with or without pulpit. I would like a correct cover exchange or money back. otherwise a lawsuit will be file in small claims court. Thank you

  Business Response

  Date: 11/11/2022

  Customer called in to state that their boat cover did not fit over 3 months after the order was received.  Rep let them know our published 30 day return policy, and they asked to speak to a manager.  A call back was set up, they were called back, and a message was left 10/21/22 prior to this BBB complaint.  After they placed the complaint we contacted them to complete an older return with a 20% late return fee applied.  They agreed to this and we consider the issue resolved. 

  Customer Answer

  Date: 11/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:08/03/2022

  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 6/28/22 I ordered a car cover from ******, the website stated it would ship in 2-3 business days. I then received an email that the cover wouldn't ship until 7/8/22, I cancelled the order, as I needed the cover sooner. I return home on 7/5/22 and haven't received the charge back to my card so I filed a dispute about it with amazon. About 1 week later the car cover shows up at my house. So I call about what happened, they said that sales didn't get in touch with shipping and it got sent out anyway, and they wouldn't refund my money until they received the cover back. So they sent me a Return Authorization Number in an email, I go to return the package and *** charges me $28.87 to return the cover. So I sent it back, they received the cover 7/29/22. They refunded the cost of the cover, but not the cost to ship it back. I understand if I ordered the cover & didn't like it or something on my end, but the box was never opened, & shouldn't have been delivered, I tried to do the right thing and send it back, then feel like I got screwed for the cost of sending it back. I spoke to ***** in customer service, and his supervisor ******, wouldn't give me last names. They said there was nothing they could do. I called her a ***** & hung up on her, ( I lost my temper after dealing with this for a month)

  Business Response

  Date: 08/05/2022

  We appreciate your time and patience with our team in getting this resolved.  I recently reached out with a resolution that you agreed was fair, and I hope you now consider this resolved.  Thank you for taking time to talk with me.  If you need anything further do not hesitate to reach out.

  Customer Answer

  Date: 08/05/2022

  After they understood all the information involved, the business reached out to me with an adequate solution for our dispute, this was above and beyond what I expected and wanted to thank ***** personally for her help. I would recommend do business with them again, the company DOES care about customer service.
   
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me. 
  
  Regards,
  
  ***************************