Car Cover USA

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[redacted] [redacted] [redacted] [redacted] [redacted]Complaint Information (Please...

provide a brief and factual response to the complaint that you received.)Your initial response and your final response to the complaint will be made public in the Revdex.com Business Review for your business on www.newyork.Revdex.com.org. Please be careful to make statements that are correct and not likely to create liability for you when they are published. *We don't take any ones money as that is impossible as we don't know their personal info to do as she accuses. Customer placed order ( and was charged as is normal for any time you buy something with your credit card ) for custom made to order dash cover with logo + personalized embroidery, than changed the order, so we had to cancel & re enter,than she cancelled the order all together, than placed a credit card charge back. Customer has received 2 refunds 1 from us & 1 from credit card company.We did not & could not charge customer a 2nd time as she accuses.She must have placed another order with a different company if she claims she was charged 2x. With our company 1 order was made, 1 cancelled & 1 refunded.Due to the credit card charge back we now are dealing with the credit card company to get our money back. What more would the customer like us to do ?

Customer has a 2017 Toyota RAV4 Hybrid & ordered covers that clearly state in the description "NOT FOR HYBRID", this is displayed in the website part look up, at checkout, in the shopping cart, & again on the order receipt. On 9-**-2017 seat cover were delivered & same day customer...

contacted us saying they don't fit, and he demanded a prepaid return shipping label. We advised him he has a Hybrid & ordered for covers they say Not For Hybrid, that's why they don't fit. We stated in e-mail "Not to worry we will waive the restocking fee & give free shipping" as far as the return shipping labels he demanded we had to request from the manufacturer Coverking. Well not good enough for this customer: He immediately same day starting making demands, threats, filed a Revdex.com complaint falsely claiming we refused the return & posting negative reviews.Despite all this against us we got Coverking to send Pre paid return shipping labels.* Customers Revdex.com complaint states he is requesting tax be refunded which was not charged & a Return # which had already been sent the same day.thank you !

The customer has made all totally false claims in a effort to bad mouth our company. Threatening us with bad reviews & the Revdex.com if we did not meet her demands. ( copies of all e-mails are...

available for review upon request ) The truth is the manufacturer has not waived the restock fee as she falsely claims and accuses us of keeping. This can be confirmed by calling the manufacturer Covercraft direct at [redacted] or we can provide a copy of the credit memo Ref PO # [redacted] Customer: [redacted] To address the 2nd false claim by the customer our Telephone # and address is clearly posted on the website for all to see. The 3rd unsubstantiated false claim is that we changed the website each time to make it appear that all info was know to her. Again a false claim & nothing specific provided by the customer in any way to address this. I would like to ad that as a customer service gesture what we do for all our customers is we pay the restocking fee charged by the manufacturer and we also pay the shipping with a reorder, this was offered to the customer. We do this to keep customers happy even if they made a order error or don't like the material or color they ordered, this customer declined and choose to go another route meant to hurt & punish our company via the Revdex.com thank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I'm just going to consider this a wash. This business has clearly had run ins with the Revdex.com before, and I'm not going to waste my time any longer. Sorry to inconvenience you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customers custom made to order covers were for his specific year make & model, material & color choice, as the website shows & his order confirmation e-mail. These were not 1 size...

fit all covers, they were as the product description shows below: CUSTOM SEAT COVERS, Customer is fully aware of this as was explained and shown on his order receipt. Products Ordered ====================== [redacted]: SeatSaver Polycotton Custom Seat Cover: 2015 Dodge Ram 1500 Big Horn First Row With 40/20/40-split bench seat with adjustable headrests with fold-down console with lid with 3 cupholders without center storage with seat airbag (GY Gray) --------------------- [redacted]: SeatSaver Polycotton Custom Seat Cover: 2015 Dodge Ram 1500 Big Horn Second Row Crew cab or quad cab with 40/60-split bench seat with 3 adjustable headrests with fold down armrest (GY Gray) We did a customer service gesture for this customer and allow the return because he did not like the color he choose & there for as per the policy there is a restocking fee.

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

According to your return policy I followed it exactly.  I received a return number from your company and returned the product to the Anaheim CA location.  I posted the return number on the shipping box, as per your instructions.  Your return policy has no mention of a postal tracking number.  I returned the product by [redacted].  After 4 weeks of no response from your company I contacted your company asking when I would receive my new VW bra.  At that time I was informed to provide the tracking number.  I did not have the tracking number (after 4 weeks) and the post office does not retain them.  I've never experienced a system like yours as I've returned many other items and received a credit or product replacement as long as I followed the return policy, which I did with your company. On August 3, 2016 I purchased a car bra for my 1974 VW Beetle (order #[redacted]), after receiving the item, it did not fit. I contacted customer service to complain, I was informed to take photos of the fitting issues, which I did. A short time later, (3-4 days) I was authorized to return the item, with the authorized return number ([redacted]). I was informed I would receive a [redacted] postage paid label, which I never did receive. After waiting for 4-5 days, I returned the item through [redacted]. I returned the item in the original shipping box with the return number designated on the container. During the communications back and forth with the CS department, no formal name ever appeared on any written communications and phone numbers are not available that I could find.  After more than 4 weeks of no communications, I contacted them asking when I would receive a properly fitted bra. I was informed to provide the return tracking number from the shipper in order for me to receive a refund, (that demand was not possible as more than 4 weeks had passed and the Post Office does not retain receipts). Upon review of carcoverusa return policy, no mention is made regarding submitting a tracking number before a refund is made. They issued a return number which they can trace in their returns department in [redacted].  In the past, I've returned other items, to other companies, along with the return number, I've not had any issues. I was informed without a tracking number, my investment would not be returned. I am not happy as I got stiffed for $139.99!  Buyer be aware!!
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[redacted] [redacted]Complaint Information...

(Please provide a brief and factual response to the complaint that you received.)Your initial response and your final response to the complaint will be made public in the Revdex.com Business Review for your business on www.newyork.Revdex.com.org. Please be careful to make statements that are correct and not likely to create liability for you when they are published. *We don't take any ones money as that is impossible as we don't know their personal info to do as she accuses. Customer placed order ( and was charged as is normal for any time you buy something with your credit card ) for custom made to order dash cover with logo + personalized embroidery, than changed the order, so we had to cancel & re enter,than she cancelled the order all together, than placed a credit card charge back. Customer has received 2 refunds 1 from us & 1 from credit card company.We did not & could not charge customer a 2nd time as she accuses.She must have placed another order with a different company if she claims she was charged 2x. With our company 1 order was made, 1 cancelled & 1 refunded.Due to the credit card charge back we now are dealing with the credit card company to get our money back. What more would the customer like us to do ?

Plain & Simple customer needs to return the part ordered and than we will either refund or exchange, as of today we have not received the returned the part. Please provide return tracking proof of the returned order.thank you.

Hello
as with any purchase made from our website if anyone is not happy with what they bought they may return for a refund, If you buy locally from a store you need to bring it back to the store we...

don't come pick it up, if you buy mail order online you need to mail it back as this is common practice with all purchases made. Customers accusations of color and image on website not matching what he received are un proven as he has not returned or provided any picture proof.
This particular customer did both call and e-mail numerous times, we have many e-mails from him all with insults towards us and our product, we advised him over & over again if he does not like what he bought he can return it for a refund. So again via The Revdex.com we are advising the customer if you do not like what you bought you may return it for a refund, at no time ever was this refused as the customer stated, the customer did demand a pre paid return shipping label and because our products ship from a 3rd party warehouse we do not supply return shipping labels. Again customer did contact us both by phone & e-mails and was advised he would receive a refund when the part was returned. To date 7-*-2014 customer has not returned this part ordered.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response - actually the lack of response -  from this business comes as no surprise.  This is an online business whose sole interest in is making money regardless of how it has to be done.  As mentioned in my original complaint, the website changed numerous times in order to assert that all the customer service information was posted, which it was not.  I had to get the telephone number from Covercraft to learn where this business was located in order to file a complaint.  This is an unscrupulous business that should not BE in business.  I hope he enjoys the $50+ that he got from me.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Refund Has already been issued for the returned product as per the return policy, No unethical actions were taken.

Review: Buy a rear deck car cover. It advertises that only have one hole being cut for center speaker.when received it has 2 holes: 1 for speaker and 1 for rear break light assembly. My car does not have rear break light assembly. This company is relied on the CoverKing as a manufacturer supply the product. I contacted CoverKing to ask them to resend another one that does not have 2 holes.They said they don't have the car model that do not have rear deck light assembly. Therefore, theyonly have one pattern and can not make another one that fit my car.1/I believe that this is a FALSE or INCOMPLETE ADVERTISEMENT which only mention 1 hole. It should state that this product is ONLY for car model that has rear break light assembly, thus 2 holes.2/To buyer who purchase a product to protect the car rear deck, cover 75% area is not acceptable.No attempt to remedy by making one that fit by manufacturer. This is NOT the buyer change his mind after receiving a OK item, therefore subject to a fair shipping fee and restocking fee deducted from a refund.3/Extreme unhappy buyer because of the wrong part, refuse to send a new one that fit and applyunjustly charged shipping and restocking fee.Desired Settlement: 1/Refund the shipping + restocking fee of 22.00 US dollars.2/Refund the return shipping fee of 10.00 US dollars that buyer already paid.3/Make sure to list any restricted conditions on the online product descriptions thus save time and money for buyers, sellers and manufacturers.

Business

Response:

As previously explained customer ordered a rear dash cover, it is made with a cutout for the required legal rear brake light. Customer either removed or bought it that way but claims to have no rear brake light in the rear window. ( this could not possibly be know to us ) as we only sell factory original patterns. Customer returned the cover and refund was issued 11-**-2013.

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint, and have determined that my complaint has NOT been resolved because: This is a car cover. Seller should have two patterns for those cars that do not have hardware: rear break light, but have a rear spoiler.

If Seller do not have second pattern, please clearly stated so that no confusion leading to dispute and time consuming for both.

Buyer do not know that you only have one pattern. If on your ad, or related literature said: "2 holes, one for speaker, the other for rear break assembly, no exception" then it is OK. Without clearly spell out that you do not make a pattern for same model car that have rear spoiler(and thus no rear break assembly on the rear deck)., it is your fault.

Now, you do refund, but you charged a stocking fee and shipping fee as if it is the customer who changes his/her mind with a perfect, usable

product. That is the issue.

I think it is a good thing for such a reputable company like you to do in this case:

- refund the charged stocking fee and shipping fee.

- Modify your descriptions of the product to prevent any misunderstandings.

Thank you

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

Business

Response:

As previously explained customer ordered a rear dash cover, it is made with a cutout for the required legal rear brake light. Customer either removed or bought it that way but claims to have no rear brake light in the rear window. ( this could not possibly be know to us ) as we only sell factory original patterns. Customer returned the cover and refund was issued 11-22-2013.

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint, and have determined that my complaint has NOT been resolved because: Go to autotrader, type in 1998 lexus gs 400, you will see more than 50% cars has rear spoiler, no rear deck brake light. You are a private company, why restrict yourself just one product. OK, you are entitle to design and sell any products you like. Just make it clear: "there is a hole foe rear break light, NOT suited for car with spoiler.". Without it, when refund, do not penalize customer with shipping and restocking fee.It is your fault of misleading ad.

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

Business

Response:

Hello

the below is the companys return policy, its stated on the website >> [redacted]

and also in th eshopping cart >>> [redacted]

Also stated in the ordering process, the shopping cart, at checkout, and again e-mailed to the customer on the order & shipments confirmations receipts.

This is because these are not in stock universal type fit parts, what we sell are custom made to order, the customer enters there specific year make & model,

than they choose a material + color, we make it & mail it to them, if its a factory defect or error there is a full refund, but if customers just decides they do not like than

we the factory charges a restocking fee.

Thank You

Return Policy:

If for any reason you are not completely satisfied with your purchase, you may return the item within 30 days of delivery of your order. The item(s) must be in new condition, clean, re-sellable and have a Return Authorization #. Returned orders will receive a refund, minus shipping costs (unless there is a factory defect or our error, than we do refund shipping costs). We do not accept returns of used or dirty items, custom made to order products, items with logo or embroidery added, or items returned more than 30 days after delivery. Some custom covers are returnable - minus a 20% restocking fee.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint, and have determined that my complaint has NOT been resolved because: If it is a custom order to fit buyer car, then why not ask if your car have rear break assemly, if not, then do not cut a hole. We pay dearly for the material, we do not want a cover product just cover 70% of the intended area. Is it too hard to add "if your car have a rear spoiler,it WILL NOT FIT...]. By the way, this is not a user optional modification, it is a factory from Lexus in which, get autotrader over USA, more than 65% have this option!

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

Review: Purchased this cover in medium grey [redacted] . Received a green, oval, no zipper, wrong size, different material, nothing like description or image. Contacted them via email and asked for a return including shipping charges as well as a return label as they clearly sent something different than what I had purchased. They refused and would not even provide a phone number to further resolve the issue.Desired Settlement: full refund including shipping as well as a return label if they want their product back. also a phone number listed on the website so you can actually contact them with an issue.

Business

Response:

Hello

as with any purchase made from our website if anyone is not happy with what they bought they may return for a refund, If you buy locally from a store you need to bring it back to the store we don't come pick it up, if you buy mail order online you need to mail it back as this is common practice with all purchases made. Customers accusations of color and image on website not matching what he received are un proven as he has not returned or provided any picture proof.

This particular customer did both call and e-mail numerous times, we have many e-mails from him all with insults towards us and our product, we advised him over & over again if he does not like what he bought he can return it for a refund. So again via The Revdex.com we are advising the customer if you do not like what you bought you may return it for a refund, at no time ever was this refused as the customer stated, the customer did demand a pre paid return shipping label and because our products ship from a 3rd party warehouse we do not supply return shipping labels. Again customer did contact us both by phone & e-mails and was advised he would receive a refund when the part was returned. To date 7-*-2014 customer has not returned this part ordered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

the item I received was not what I ordered. it was not a matter of wrong color or that I didn’t like it. it was not what I ordered. it did not resemble the item pictured and described on their website. it is the wrong size, shape, does not have a zipper closure, does not fully wrap around the boat, does not fit over the boat, does not have grip handles and unimportantly, is a different color. I don’t know what it is, but it is something different than what I ordered. they refused to give me a phone number to call. they told me they would return the price of the item but not shipping and handling costs both ways-which would be about $40. I will gladly return it if they pay everything. I don’t think I should have to pay for shipping on an item that in no way resembles what they said it was supposed to be. if you look at their website and at what they sent, you will see what I am talking about.

[redacted]

I have attempted to attach a picture of the item I recieved.

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

Sincerely,

Business

Response:

As previously stated if the customer does not like or want what they bought they may return for a refund. Customer falsely states we refused to give a phone #, ( please be advised we have saved voice mail messages from the customer ) Customer was able to find our website on the Revdex.com and phone # is clearly listed there as well. It has been in all parties best interests to use e-mail for this very reason that we have a written record of everything the customer said with time & dates. We have numerous saved e-mails filled with insulting language from this customer towards us and our products, still we over & over again in all the e-mails & via the Revdex.com we offer to give customer a refund if he does not like what he ordered. The customer lists many reasons the product is not as advertised & therefore wants us to pay for shipping. The customer was asked for picture proof and we said we would send a replacement or refund if it was not a s advertised, & again the customer refused saying he wants to go only via Revdex.com & Credit Card Charge Back. We advised if the customer was sent a wrong part we would replace it or issue full refund including all shipping charges but we need to see, customer again refused ( and we have documented e-mail proof ) . Being in business for 10 + years with 1000's of satisfied customers we realize there can be mistakes made and it could be ours, we just need to see proof, again customer was asked via e-mail and refused. We have made every effort possible & offered over & over again to issue refund for the part the customer does not want, but has still yet to return or provide any proof he was sent something other than what was ordered. At this point there is nothing more we can do to explain what needed to be done to get a refund. The customer did not want to resolve the issue, refused and only wanted to send e-mails filled with lies, insulting language, file a com plaint with the Revdex.com and charge back with the credit card company. This is what the customer wanted to do rather than resolve the issue and he clearly stated that via e-mail. There will be no further replies to this complaint as customer has made a credit card charge back.

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

the item which I received did not resemble the item advertised in any way. the merchant would not give me a phone # via email. I searched the web for a number, but my voice messages were not answered. the merchant did not mention that they wanted any proof until after they were contacted by the Revdex.com. they stated that they would not consider a refund for merchandise or shipping until they received the item. they never promised that they would refund shipping and handling charges. their advertising is blatantly false (see the pictures I sent). they refused to talk to me on the phone and they refused to guarantee a refund on shipping and handling. please view the item on their website and compare to what they sent.

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

Sincerely,

Review: This retailer has refused to refund the full amount I am due after I contacted the manufacturer and was advised that the restocking fee normally charged was being waived. This means that he kept a 20% restocking fee ($56.40) when (1) the manufacturer's normal fee is only 15% and (2) the manufacturer told me directly that this fee was being waived due to the problems I had experienced with this retailer. I was in contact with him by email to try to resolve this issue since there is no mailing address or telephone # listed on his website, a sign that I missed which should have alerted me to questionable business practices before I ordered. I was rebuffed each time and was only offered the "opportunity" to reorder which I chose not to do since he was so difficult. I did not expect a refund of my shipping fee ($15) nor was it returned. With each point that I brought up, his website was amended to make it appear that all information was known to me, which is not true.Desired Settlement: I wish to have the 20% that this retailer kept ($56.40) be credited to my credit card, which should have been done when this order was credited back to him by the manufacturer.

Business

Response:

The customer has made all totally false claims in a effort to bad mouth our company. Threatening us with bad reviews & the Revdex.com if we did not meet her demands. ( copies of all e-mails are available for review upon request ) The truth is the manufacturer has not waived the restock fee as she falsely claims and accuses us of keeping. This can be confirmed by calling the manufacturer Covercraft direct at [redacted] or we can provide a copy of the credit memo Ref PO # [redacted] Customer: [redacted] To address the 2nd false claim by the customer our Telephone # and address is clearly posted on the website for all to see. The 3rd unsubstantiated false claim is that we changed the website each time to make it appear that all info was know to her. Again a false claim & nothing specific provided by the customer in any way to address this. I would like to ad that as a customer service gesture what we do for all our customers is we pay the restocking fee charged by the manufacturer and we also pay the shipping with a reorder, this was offered to the customer. We do this to keep customers happy even if they made a order error or don't like the material or color they ordered, this customer declined and choose to go another route meant to hurt & punish our company via the Revdex.com thank you [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response - actually the lack of response - from this business comes as no surprise. This is an online business whose sole interest in is making money regardless of how it has to be done. As mentioned in my original complaint, the website changed numerous times in order to assert that all the customer service information was posted, which it was not. I had to get the telephone number from Covercraft to learn where this business was located in order to file a complaint. This is an unscrupulous business that should not BE in business. I hope he enjoys the $50+ that he got from me.

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

Sincerely,