Covercraft Industries, LLC

The cover was actually purchased in August of not as indicated in the original text of the complaint

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We apologize for the confusion on the part of the Amazon.com representative with whom Mr [redacted] originally spoke This rep obviously was unaware of Covercraft's warranty/repair agreement with Amazon, where they assume responsibility for all customer claims for our products sold through them.As evidenced by the attached communication from Amazon, they have reached out to Mr [redacted] and assure us that they will resolve his complaint.Thank you, [redacted] ***, Manager of Corporate Services, Covercraft Industries, LLC

Final Consumer Response / [redacted] (2000, 6, 2015/07/01) */ I received a refund on 6/26/

We truly apologize for Mr***' dissatisfaction. We indeed received his order on March 10th. Unfortunately, we were then in the process of moving our production facility to a larger plant, which created a backlog in fulfilling our customers' orders in a timely
fashion. We're happy to say that the move has been completed and most, if not all, of the backlog has been satisfied.As Mr*** requested, we cancelled his order on April and initiated a request for refund the same day. I'm informed by our Accounting Manager that it usually takes two business days for a refund to appear in a customer's account, but he certainly should have received it by now.Again, we are very sorry for the inconvenience, and hope that Mr*** will decide to give us another opportunity to serve him in the future.Thank you, *** ***, Manager of Corporate Services

Complaint: ***
I am rejecting this response because: they have done nothing to make me think they are a legitimate business that we should be dealing withno further action need to be taken, we will just never do business with them againthis is the same sad song they have been singing for years, I was just stupid enough to give them more chances than they deservewe ordered from another company who had it in my hands in days, not three months
Sincerely,
*** ***

Unfortunately, there was an error in the information provided us by the dealer from whom Mr*** ordered his DashMat. Apparently, Mr*** subsequently had dialogue with the dealer that was not shared with us, that resulted in his returning his DashMat directly to us. We received
the DashMat on June 13, it was inspected, and we issued a credit memo to the dealer.After receiving Mr***'s Revdex.com complaint, we spoke with the dealer and they informed us that they would be crediting Mr***'s credit card, which I understand occurred on approximately July 20th.We did our utmost to assist in resolving this matter and hope that Mr*** is now satisfied.Thank you, ***

Our Customer Service staff has no record of having received an email from Mr. [redacted] (we are closed on Sundays when he indicated he "talked to company" but surely would have seen it the following day).  We can only assume that he wrote to the dealer from whom he purchased the mask, DKJ...

Enterprises.We are now reaching out to DKJ to learn what communication they may have received and how they responded to it.We will also make certain that Mr. [redacted] is contacted to begin the product liability claim process.We will keep the Revdex.com apprised of our progress.Thank you,   [redacted], Manager of Corporate Services

Final Consumer Response /* (2000, 6, 2015/07/01) */
I received a refund on 6/26/15

[redacted]Document Attached[redacted]
We were able to make contact with Mr. [redacted] on January 27, when he indicated that he was actually interested to know if we make a repair kit for our covers. I...

responded that we do not, but would be happy to send him fabric with which to repair the tear in his cover. Alternatively, although the tear in Mr. [redacted]'s cover did not appear to be warranty-related, we also offered for him to return the cover to us and we'd repair it for free, also paying the return postage.
Per our communication of February 8, Mr. [redacted] indicated the he didn't want to leave his truck exposed to the weather, and was satisfied for now with the repair he'd already made.
We have left the door open for addressing this situation again in the future, at Mr. [redacted]'s convenience. (Revdex.com Complaint - Covercraft Industries.msg)

The cover was actually purchased in August of 2015 not 2014 as indicated in the original text of the complaint.

It appears that there was a misunderstanding between the customer and the dealer as to the types of pockets that are built into this car cover.  Our cover has two pockets for the side mirrors and one for the antenna; Ms. Chaney wanted a cover that had a pocket for her hood...

ornament, which this one does not.  After communicating back and forth with various options offered, we have been told that providing [redacted] with a separate pocket to slip over her Mercedes' hood ornament will resolve the problem.  This pocket is now in production and will be sent to her at no charge as soon as completed.Thank you,    [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Dont agree to a refund and return of item. Does not get my car repaired. I have the 3 repair quotes and pictures but feel a lawyer will be required to secure the funds to repair my car. The item in question is evidence that can be used in court. Iam willing to send pictures, receipts, and quotes but not the item at fault.
Sincerely,
[redacted]

We apologize for the confusion on the part of the Amazon.com representative with whom Mr. [redacted] originally spoke.  This rep obviously was unaware of Covercraft's warranty/repair agreement with Amazon, where they assume responsibility for all customer claims for our products sold...

through them.As evidenced by the attached communication from Amazon, they have reached out to Mr. [redacted] and assure us that they will resolve his complaint.Thank you,  [redacted], Manager of Corporate Services, Covercraft Industries, LLC

Again, we apologize to Mr. [redacted] for the unfortunate delay that was beyond our control because of the relocation of our factory.  When Mr. [redacted] notified us that he would wait no longer, we promptly refunded his purchase price in full.I did follow up on Mr. [redacted]'s comment that "This is the 5th dash mat I have ordered from you over the past few years, all of which took forever to get".  According to our records,  prior to this incident, Mr. [redacted] ordered a DashMat on June 13, 2012 which was shipped on June 22; he ordered a LeBra on July 9, 2012 which was shipped the same day; he ordered a DashMat on March 10, 2015 which was shipped on March 13; and finally ordered a DashMat on March 11, 2015 which shipped on March 18.Thank you,   [redacted]

As a bit of background, Ms. [redacted] purchased her Covercraft car cover through Amazon in March of 2011.  This cover carries a 4-year warranty from the date of purchase (please see attached Car Cover Care & Warranty sheet).  Our agreement with Amazon is that they handle all warranty...

claims for products purchased through them.Ms. [redacted] resides in Hawaii.  Hawaii's climate, especially the intense sun and salt air, is extremely hard on items made from cloth, especially those left out in the open for long periods of time.  Our records show that Amazon replaced Ms. [redacted]'s cover twice, once in July 2013 and again in July 2014.  Ms. [redacted]'s 4-year warranty expired in March 2015.From what we have learned, Ms. [redacted] contacted Amazon on April 21, 2016 to request another replacement and was told that her cover was no longer under warranty (see Amazon Communication document attached).  She then contacted our Customer Service Department and was told the same thing.  My understanding is that she felt that her replacement covers should have come with new 4-year warranties and was informed that was not the case.We subsequently received a Facebook posting from Ms. [redacted], which was responded to by our Customer Service Manager (see Covercraft Cover Via Amazon email attached).  We are sorry for any misunderstanding that Ms. [redacted] may have had regarding the warranty for our covers.  We feel that we have definitely honored our warranty commitment and that she has received good value for her initial investment, which has don't its job to protect her vehicle.   Thank you,   [redacted], Manager of Corporate Services