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:05/13/2025

  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 boat cover from Covers Direct that was advertised to fit my exact boat make, model, and year. However, when I tried installing the cover, it was apparent that it was not going to fit my boat. I contacted Covers Direct asking for a resolution and they refuse to help make the cover right or return my money.

  

  Business Response

  Date: 05/20/2025

  Thank you for feedback although we're sorry to hear the cover has not met your expectations.
  Our custom boat covers are designed to fit the specific year, make, and model as listed in the product description, excluding any added options or aftermarket accessories. Because these covers are made to order, per our return policy, they are non-returnable unless found to be defective.
  That said, our knowledgeable customer service team is always happy to assist with any fit issues you may be experiencing. To properly troubleshoot, we do require photos of the cover installed on your boat. Once those are submitted, our team will gladly review the images, offer guidance on installation, and work with you to determine the appropriate next steps. We’re here to help you. 

• Initial Complaint

  Date:07/06/2023

  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 contacted their offices concerning a boat cover I purchased from them. It is not the first cover I have purchased, so I know what they are supposed to look like. This cover arrived with one of the Velcro flaps sewn on backwards on only one (1) side, which allows it to come open when the wind hits it. Additionally, the color bled onto to my upholstered engine cover and has permanently stained it. The cover needs to be replaced with one correctly sewn; and the damage the cover caused to my engine cover needs to be addressed.

  

  Business Response

  Date: 07/07/2023

  Hello,

  Thank you for taking my call today in regards to this issue. We're terribly sorry for the issues with the sewing defect on the cover and are happy to make the necessary corrections. As for the upholstered area that is showing stains, this is strongly believed to be what is called 'pinking' and caused by a chemical reaction in the formulation of the vinyl and upholstery components that is accelerated by heat and can easily be completely reversed. As discussed, please allow
  the boat to sit in full, direct sunlight for 2 to 3 days to remove the pinking and we're sure you'll see improvements. We are glad to work with you on the repaired/replacement cover and get this resolved for you. 

  Sincerely

  Shannon

• Initial Complaint

  Date:04/05/2023

  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.

  Order ********: I contacted your company to get guidance on purchasing the correct bimini for my boat and I do not believe Ashley asked me the right questions or tried to educate me in any way. I even documented in an e-mail that I was concerned about the clearance of the bimini with my speaker towers and explained the ski post at the top and never did she tell me you do not sell over-the-tower Biminis. Your 30-day policy is also unrealistic since every place I could get this installed had a 3 to a 6-month waiting list. I attached the e-mail sent to Ashely and the picture I included which clearly shows the old broken bimini attached above the tower!

  

  Business Response

  Date: 04/05/2023

  Good afternoon,

  We only offer 1 type of Tower Bimini top that is advertised to mount below the tower. It appears that Ashley provided the specific link to our universal tower Bimini top web page showing pictures, installation instructions, and measuring details for attaching to a tower. Link: *****************************************************************************

  Viewing the email threads between you and our customer service representative, the mounting location is shown to be under the Tower, and I do not see any specific mention that you were looking for a top that goes over the tower. I apologize for any confusion with our webpage. 
  
  Our products are advertised to only be returnable within 30 days, although we do allow some exceptions within reason. Policy listed here: *********************************************. This order was placed in August of 2022 and unfortunately, due to the age of the order, it cannot be returned. I genuinely apologize for the inconvenience.  

   

  Sincerely

  Shannon

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  Shanon,
  I have reviewed the response made by the business about complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Pictures aside, I specifically wrote (see attached) I was concerned about clearance because of the speaker mounted below the tower, and I also wrote about the ski post mounted to the top of the tower and that the bimini would have to clear that so we can attach a tow rope. Please train your customer service reps to think critically to advise customers with little to no experience with boats. 
  

  It is very disappointing that you will not stand behind your representative's actions or acknowledge that she could have asked if this is under or over the tower. Read my email attached. I asked for her thoughts, and she did not have any. Your representatives need to gain the experience or training to advise customers.

  Thus, all the one-star reviews on FB, which I should have checked before ordering. Many of these poor reviews concern poor customer service and fitment. I have also left a 1-star review with all the others.  You will never get my business again, which I am certain you could care less about. 
  

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

  

  Business Response

  Date: 04/11/2023

  Thank you for your response. The agent was a skilled representative and simply shared a link of the only Tower Bimini top product that we offer which reflects a top that is mounted under the Tower.  I truly apologize for any inconvenience this has caused. If the product were requested to be returned within our published time frame, there would be no question of returning the product. 

   

  Sincerely

  Shannon