Car Covers.com

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Hello, We're sorry to hear that your experience with CarCovers.com was not satisfactory Under our No Hassle Sizing Guarantee, we do provide a free return label in the event that the cover does not fit your vehicleIn this case, we did provide a free return label and we refunded you less the 15% restocking fee According to our records, the cover that you returned to us had grease/dirt marks on it and the cover had to be cleanedWhen a cover is returned dirty or damaged, we are unable to resell it as newUnfortunately, while we do have a No Hassle Sizing Guarantee for the fit of the cover, it does not guarantee that there will be no restocking fee if the cover is returned to us dirty The restocking fee is mentioned on the packing slip in the box, on the shipping insert, and on our website When trying the cover on for the first time, it is always best to make sure the vehicle is a clean is possibleThis includes the wheels and wheel wells Should you have any other questions, please let us know Thank you, CarCovers.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, let us say that we are appalled that Car Cover feels it is necessary to continue this complaint for only $26.99, NOT the full amount, but a mere $Also, in today's society, what company does not want to offer excellent customer service to their customer? It baffles us the valuable time being wasted here for a mere $26.99, when Car Cover is clearly at fault in this caseAgain, if the correct cover was sent to us by Car Cover, we would not be having this repeated conversation As we stated previously, our car is maintained in immaculate condition in our enclosed garageThe car is rarely driven and is not near any oil or dirt and was delicately hand washed and detailed prior to putting the cover on If this matter was handled correctly and professionally by Car Cover, the customer should have been contacted immediately if an issue was found with the cover When we contacted the company regarding the refund, it was asked was there any pictures taken and could the company prove to us that there was grease or dirt found on the coverSurely, with modern technology, (which this company should have in place when dealing with refunds, such as this case), a photo should have been captured to be fair to the customer as well as protect the company's reputation and credibility This matter indicates that we are dishonest customers, but entrusted in Car Cover to provide us with the correct cover as well as excellent customer service when we provided our credit information and fully paid for the order The cover was handled with delicate care as two people removed the cover and the same two people neatly wrapped the cover and boxed the cover inside our home on a light cream colored carpeted flooringSurely, if grease and dirt was on the cover, without doubt the same residue would be on the carpet? We are regretful that the Car Cover company feel it necessary to deny their customer a mere $refund when this was an error on their behalf as well as forfeit the opportunity of future orders and not so favorable reviews for future customers who may review this caseThis certainly questions the integrity and professionalism of this companyDo Car Cover not want this case to be indicated as being resolved favorably? We feel the $refund is valid and due to us promptly without any further discussion regarding this matter Final Business Response / [redacted] (4000, 10, 2015/11/17) */ Hello, As previously stated, we are unable to issue the refund of the 15% ($26.99) restocking feeWe clearly state that a restocking fee will be charged if the cover is dirty or damagedEach returned cover we receive is carefully and thoroughly inspectedWe do not go out of our way to charge this fee Thank you, CarCovers.com Final Consumer Response / [redacted] (4200, 13, 2015/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We plan to continue our complaint with other agenciesAgain the professional way for the company to handle this matter was to contact the customer immediately for any issues regarding returnsApparently, the $is most important to this company than customer satisfaction100% customer satisfaction should be the main objective for all companies! $not $260.99...our business or a positive results was apparently not worth it to CarCoverHopefully, other customers will read the negative results before purchasing from this companyHappy Holiday CarCover, hopefully, our $will make your holiday and bottom line a positive profit! We live and learn! It is our hope no other customer is scammed as we were...good luck!

Complaint: [redacted] I am rejecting this response because: The paper that they said they sent with my order did not come with my orderthis cover was sold to me with understanding that it was waterproof with year warranty They sold me a bad coverHow can I let the public know that it is NOT WATERPROOFThe cover is not any good there is holes where the cover tore away from my carI want the public to know this is a defected cover [redacted] I WANT A REFUNDSincerely, [redacted]

Hello, I had recently filed a complaint in regards to CarCovers.com - complaint # [redacted] In summary, I had filed the complaint because they had been ignoring my return requests I had been sending since MondayHowever, approximately an hour ago, I was able to get in touch with a customer service representative who was able to provide me with an RMA # in order to return my package

Initial Business Response /* (1000, 5, 2015/07/22) */
Hello,
Our apologies that your experience with CarCovers.com has not been satisfactory
As an agent has explained to you over the phone, we do not offer any waterproof coversOur covers have a unique layer of micro-porous film that
creates a waterproof barrier but allows trapped moisture to evaporate and for the cover to be breathableThis breathable film is key to protect your finish from rust, mold, and other damage caused by trapped moistureThe water resistant multi-layer polypropylene material provides great water repellence, but some water may seep through over time due to the breathable characteristics of the materialNo cover can be 100% waterproof without harming your vehicles finish
We do have a 30-day return policy should there be any issueUnfortunately it appears that you contacted us 60+ days beyond the date the cover was delivered, and we were unable to offer a refund
Again, we apologize for the dissatisfaction with the product you receivedShould you have any other questions, please let us know
Thank you,
Customer Support
CarCovers.com
X-XXX-XXX-XXXX

Please see attached business response.

Hello, I had recently filed a complaint in regards to CarCovers.com - complaint #[redacted]. In summary, I had filed the complaint because they had been ignoring my return requests I had been sending since Monday. However, approximately an hour ago, I was able to get in touch with a customer service...

representative who was able to provide me with an RMA # in order to return my package.

Initial Business Response /* (1000, 5, 2015/11/04) */
Hello,
We're sorry to hear that your experience with CarCovers.com was not satisfactory.
Under our No Hassle Sizing Guarantee, we do provide a free return label in the event that the cover does not fit your vehicle. In this case, we did...

provide a free return label and we refunded you less the 15% restocking fee.
According to our records, the cover that you returned to us had grease/dirt marks on it and the cover had to be cleaned. When a cover is returned dirty or damaged, we are unable to resell it as new. Unfortunately, while we do have a No Hassle Sizing Guarantee for the fit of the cover, it does not guarantee that there will be no restocking fee if the cover is returned to us dirty.
The restocking fee is mentioned on the packing slip in the box, on the shipping insert, and on our website.
When trying the cover on for the first time, it is always best to make sure the vehicle is a clean is possible. This includes the wheels and wheel wells.
Should you have any other questions, please let us know.
Thank you,
CarCovers.com
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, let us say that we are appalled that Car Cover feels it is necessary to continue this complaint for only $26.99, NOT the full amount, but a mere $26.99. Also, in today's society, what company does not want to offer excellent customer service to their customer? It baffles us the valuable time being wasted here for a mere $26.99, when Car Cover is clearly at fault in this case. Again, if the correct cover was sent to us by Car Cover, we would not be having this repeated conversation.
As we stated previously, our car is maintained in immaculate condition in our enclosed garage. The car is rarely driven and is not near any oil or dirt and was delicately hand washed and detailed prior to putting the cover on.
If this matter was handled correctly and professionally by Car Cover, the customer should have been contacted immediately if an issue was found with the cover.
When we contacted the company regarding the refund, it was asked was there any pictures taken and could the company prove to us that there was grease or dirt found on the cover. Surely, with modern technology, (which this company should have in place when dealing with refunds, such as this case), a photo should have been captured to be fair to the customer as well as protect the company's reputation and credibility.
This matter indicates that we are dishonest customers, but entrusted in Car Cover to provide us with the correct cover as well as excellent customer service when we provided our credit information and fully paid for the order.

The cover was handled with delicate care as two people removed the cover and the same two people neatly wrapped the cover and boxed the cover inside our home on a light cream colored carpeted flooring. Surely, if grease and dirt was on the cover, without doubt the same residue would be on the carpet?
We are regretful that the Car Cover company feel it necessary to deny their customer a mere $26.99 refund when this was an error on their behalf as well as forfeit the opportunity of future orders and not so favorable reviews for future customers who may review this case. This certainly questions the integrity and professionalism of this company. Do Car Cover not want this case to be indicated as being resolved favorably?
We feel the $26.99 refund is valid and due to us promptly without any further discussion regarding this matter.
Final Business Response /* (4000, 10, 2015/11/17) */
Hello,
As previously stated, we are unable to issue the refund of the 15% ($26.99) restocking fee. We clearly state that a restocking fee will be charged if the cover is dirty or damaged. Each returned cover we receive is carefully and thoroughly inspected. We do not go out of our way to charge this fee.
Thank you,
CarCovers.com
Final Consumer Response /* (4200, 13, 2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We plan to continue our complaint with other agencies. Again the professional way for the company to handle this matter was to contact the customer immediately for any issues regarding returns. Apparently, the $26.99 is most important to this company than customer satisfaction. 100% customer satisfaction should be the main objective for all companies!
$26.99 not $260.99...our business or a positive results was apparently not worth it to CarCover. Hopefully, other customers will read the negative results before purchasing from this company. Happy Holiday CarCover, hopefully, our $26.99 will make your holiday and bottom line a positive profit! We live and learn! It is our hope no other customer is scammed as we were...good luck!

Final Consumer Response /* (2000, 6, 2015/12/22) */
Citibank has advised me that my complaint has been resolved in my favor and it has credited my account for the entire purchase. However, please publicize my complaint as you wish as many people do not have the time to take the steps I did to get a...

resolution and should be warned about this company.
Thank you for your help in this, I'm sure it help move the resolution along.
[redacted]

Complaint: [redacted]I am rejecting this response because: The paper that they said they sent with my order did not come with my order. this cover was sold to me with understanding that it was waterproof with 10 year warranty . They sold me a bad cover. How can I...

let the public know that it is NOT WATERPROOF. The cover is not any good there is holes where the cover tore away from my car. I want the public to know this  is a defected cover. [redacted] I WANT A REFUNDSincerely,[redacted]