Eevelle

Review: On 9/19, I purchased a boat cover for $396.99 online. National Boat Covers sent me a cover that didn't fit my boat. I called on 10/16 and told them it didn't fit. They charged me an additional $124 to send me the right cover. When that cover arrived, it was not only too small but it was misshaped for my boat and the boat description I provided them with. I called back and complained to the manager, [redacted], what was happening. She apologized and sent [redacted] out to retrieve both boat covers that didn't fit and she assured me that my new cover that would indeed fit would arrive in a week. I sent both covers back by [redacted]x and anxiously awaited my third cover. [redacted] emailed me on 11/12 and said she would call me that afternoon. That is the last I have heard from their company. I have called and called and left voicemails and I have emailed [redacted] multiple times. They have kept my money and I have no boat cover. I am extremely frustrated. I have a dispute in with my credit card company and I have left reviews every place I can about this business. Please help!Desired Settlement: I just want my money back. A credit of $520.99 back on my credit card. I will never do business with this company again.

Business

Response:

Regarding this complaint-

Review: A Bimini top was ordered and received. Top was not the right size. After contacting the company I was told to return the top and it would be exchanged for the right size. The top was boxed and returned to vendor. I requested a refund be posted to my Pay Pal account when the top was received and inspected. I purchased the correct size in another purchase order and it was shipped and received. The returned top was received by the on 07/18/2013. I have not received a refund posted to my account for the returned top in the amount of $102.84.Desired Settlement: Please refund for returned top amount of $102.84.

Business

Response:

Case #: [redacted] – [redacted]

Dear Ms. [redacted]:

I am in receipt of your Revdex.com notice.

On 11/14/2013, Mr. [redacted] submitted a case stating he was not issued his credit for his return.

The item was returned on 8/2/2013 and full credit was processed on 8/2/2013 and credited to the customer account on 1/24/2014 via Pay Pal.

We apologize for the length in time in which Pay Pal reconciled the credit.

This matter is now closed.

.

Please let me know if there is any other information you might need.

Sincerely,

[redacted], Customer Service Assistant Manager[redacted]

Review: Purchased a cover for my 5th wheel camper on 10/21/12 for the price of $[redacted]. The cover was advertised with a three year warranty. The paperwork I received with the cover states states that it has a three year limited warranty. My cover started to develop a hole due to the limited placement of the "d" rings to snug the cover and keep it from flapping in the wind. I I I Icalled Eevelle to start the warranty process on 9/29/14. [redacted],(csr) requested pictures of the area where the was starting, which I sent to her. After recieving them she returned an e mail stating the three options she was giving me,(1) apply the price I paid for the cover,($[redacted]) toward the purchase Eevelle's "Goldline" cover with a five year warantee, (2) prorate my cover and give me $[redacted] toward the purchase of the same cover I have and (3) send me a patch kit for free. I refused the three options and requested a new cover since mine has a three year warantee. She told me that since I have a three year "pro rated" warantee that the options she gave me were all they can do and to go to the Eevelle website to see the prorated warantee. I have been in contact with a supervisor, ([redacted]) on and off trying to get my cover waranteed. Finally my wife called Eevelle on 11/10/14 and was put in touch with [redacted] who I also spoke with. On 11/11/14 [redacted] told us he would speak to the COO of Eevelle and see if we can come to a resolution ans someone wold call me by the end of the day or at worst he would call the next day. No one called for a week and on 11/17/14 through 11/20/14 I left messages on [redacted] voice mailbox. He did return the call and told me that the claim was still open even though [redacted] told me that she had already given me my options.Desired Settlement: To have Eevelle replace my cover 100% under the warantee that it was purchased with not the "bait and switch" resolution they are pushing.

Business

Response:

Case #: [redacted] Dear Ms. Naylor: I am in receipt of your Revdex.com notice. On 11/23/2014 Mr. [redacted] submitted a case stating he was not satisfied with the three options provided to him for the replacement of his cover under warranty. Our website and documentation clearly outlines our Warranty which is found on our website: www.nationaldiscountcovers.com/a/warranty.html This includes our statement: IN ALL INSTANCES THE MANUFACTURER WILL, AT ITS SOLE DISCRETION, REPAIR THE DEFECT OR REPLACE THE PRODUCT ON A PRO-RATED BASIS. Eevelle sells and distributes its products all over the country. Eevelle selects and purchases all its own materials and has every level of confidence the fabrics will match the term of the warranty. Unfortunately, the weather conditions where our product is used and the storage habits of our customers vary significantly. For this reason, Eevelle determined the pro-rated warranty option to be the best way to provide the best level of service in these rare events. Mr. [redacted] was given three options regarding the replacement of his cover (1) full credit towards an upgrade to the Goldline cover. (2) Prorated credit on the existing warranty toward the purchase of the same cover. (3) Free patch kit. Mr. [redacted] did not approve of or select any of the warranty resolutions. Therefore in the act of customer good will we sent Mr. [redacted] two free patch kits on 11/14/2014. This matter is now closed. Please let me know if there is any other information you might need. Sincerely, [redacted], Customer Service Assistant Manger [redacted]@eevelle.com

Review: On August 16th, 2014 I ordered a boat cover for a cuddy cabin boat plus the support frame to protect my boat from the weather from this page: http://www.nationalboatcovers.com/windstorm-boat-covers/i/cuddy-cabin/21%276%22-...⇄ I was given no order number, no status, and no shipping details. the transaction processed, but after processing my card the website showed “Your cart is empty” and nothing else. There was no order confirmation, order number, invoice receipt, or anything that I could use to track the order. The charge showed up immediately on my Credit Card right away. After attempting to contact the company multiple times I filed a dispute with my credit card company. Weeks later I received a notice that the product had shipped. The cover arrived but with no frame. Further attempts to contact the company went unanswered, and my card company sent inquiries on my behalf. They sent the card company a notice that the order was shipped, but conveniently removed the 2nd half of the order from the paperwork. As it appeared from the documents that the order was complete, the card company closed the claim. A representative from the company called me and said the frame was "held up in customs", and it would be shipped within a couple of weeks. Several weeks later I received a notification via email that the product was backordered and would be shipped within 2-3 weeks. It is now October 21st, and I have not received the frame (although I've paid for it). There was no indication on their website that the product was out of stock or unavailable. I live in the [redacted] and have bailed pools of water out of the sagging cover over 2'deep (I have photos). I have attempted to make a homemade frame (unsuccessfully), but that is why I purchased the complete set in the first place, so I would not have that problem. Now the cover has begun to leak from the stress of pooling. I have just wasted $[redacted] on a giant headache!Desired Settlement: The boat cover should be replaced and shipped with a frame, or the entire order should be refunded and the return shipping for the original cover should be paid by the vendor.

Business

Response:

Case #: [redacted]

Dear Ms. [redacted]:

I am in receipt of your Revdex.com notice.

On 10/22/2014, Mr. [redacted] submitted a case stating he was not given an order number, a status update or shipping details for his order.

Mr. [redacted] placed his order via our website on 8/16/2014. Once the order was placed a confirmation email was sent to Mr. [redacted] at [redacted] . This email may have gone to his spam mailbox which happens quite often. The cover was made and shipped to Mr. [redacted] via UPS on 8/22/14 Tracking #[redacted] and delivered on Wednesday, 08/27/2014 at 12:56 P.M. UPS also sent a tracking email to Mr. [redacted] as well. Mr. [redacted] was sent two emails regarding the back order of his support system one on 8/22/2014 and another on 10/15/2014 with no response to either email. On 10/27/2014 the support system was sent to Mr. [redacted] via UPS tracking #[redacted] and delivered on Thursday, 10/30/2014 at 4:33 P.M.

Our agents are available 7 days a week. Monday- Friday 6:00 a.m. – 5:00 p.m. PST and Saturday-Sunday 7:00 a.m. - 3:30 p.m. PST at 1-800-616-0599 or via email at [email protected]

We have not received any contact from Mr. [redacted] regarding his issue.

This matter is now closed.

Please let me know if there is any other information you might need.

Sincerely,

[redacted], Customer Service Assistant Manager[redacted]

Review: The product purchased is a fifth wheel cover. the cover has a 3 year warranty. the first cover purchased fell apart within 8 months of purchase. This cover was replaced and the 2nd cover did not last 6 months. I contacted the company through e-mail with pictures as directed by their returns department. Three weeks have passed and there has been no response.Desired Settlement: replace the cover

Business

Response:

Case #: [redacted] Dear [redacted]: I am in receipt of your Revdex.com notice. On 6/26/2013 Mr. [redacted] submitted a case stating a period of three weeks have passed and there has been no response to his warranty claim. Mr. [redacted] requested a replacement cover. Our website and documentation clearly outlines our Warranty claim filing process which is found on our website: www.nationaldiscountcovers.com/a/warranty.html Eevelle sells and distributes its products all over the country. Eevelle selects and purchases all its own materials and has every level of confidence the fabrics will match the term of the warranty. Unfortunately, the weather conditions where our product is used and the storage habits of our customers vary significantly. For this reason, Eevelle determined the pro-rated warranty option to be the best way to provide the best level of service in these rare events. Please accept our sincerest apology for not responding as we do not have any documentation, pictures, emails, or claim filed by Mr. [redacted] for replacement of his cover under the warranty. We are unable to replace or move forward on a warranty claim that we have never received. Had we been contacted or notified the situation could have been handled in a timely manner. Our goal is to ensure that each of our customers receive quality products and a high level of service. We consider this matter to be closed as we have not received any contact or additional correspondence from Mr. [redacted]. Please let me know if there is any other information you might need. Sincerely, [redacted], Customer Service Assistant Manager [redacted]@eevelle.com

DON'T BUY FROM THIS COMPANY....This company sold me a defective RV cover, it wore out

within 6 months time. I was told they would not

refund my money, only replace the cover with the same

product. When I told them it didn't make sense to purchase the same product since the first one was

wore out quickly they said I only had 30 days to get a refund.

Their 3 year warranty does not make sense. After the 1st year they will only replace the product. After that they will prorate the product meaning you would only we able to get a percentage of your money CREDITED not REFUNDED. SAVE YOURSELF THE ANQUISH..DON'T BUY THIEIR PRODUCTS!

Review: I purchased a travel trailer cover from Eevelle on 8/22/09, with a 3 year warranty. I contacted the company in mid-March 2012 and requested a replacement cover under the 3 year warranty. They had no record of my purchase until I sent them the original invoice. They sent me a replacement cover on 3/30/12. On 10/9/13 (18 months from delivery), the replacement cover had ripped apart. I left 2 voice messages and 2 email messages asking if the replacement cover was under warranty, and if not, what was the cost of a new cover. To date, I have not received a reply from Eevelle.Desired Settlement: Notice to potential buyers to beware!!!!

Business

Response:

Case #: [redacted] Dear Ms. [redacted]: I am in receipt of your Revdex.com notice. On 10/15/2013 Mr. [redacted] submitted a case stating we failed to respond to his email request and voicemail to replace his RV cover under warranty. Our website and documentation clearly outlines our Warranty and the process on how to file a claim which is found on our website: www.nationaldiscountcovers.com/a/warranty.html This includes our statement: IN ALL INSTANCES THE MANUFACTURER WILL, AT ITS SOLE DISCRETION, REPAIR THE DEFECT OR REPLACE THE PRODUCT ON A PRO-RATED BASIS. Unfortunately we do not have any records, voicemails or emails from Mr. [redacted] of a warranty claim being filed or inquiry being made aside from his first claim. We will reach out to Mr. [redacted] regarding his inquiry. This matter is now closed. Please let me know if there is any other information you might need. Sincerely, [redacted] Customer Service Assistant Manger [redacted]

Review: I recently purchased a golf cart cover on their website with a "fit" guarantee and a returns goods guarantee for free shipping of return goods. I talked with the returns person who stated that since I purchased the item on the website and not by telephone they would not honor the free return shipping. I then talked to another person and he emailed me that he would issue a [redacted] pickup . I emailed back after 5 days saying I have yet to receive a returns pickup, again he said he would authorize a pickup, 4 days later I still not received the returns label.Desired Settlement: I want to be able to return the item to the company with the shipping prepaid and a refund in the amount of $179.99

Business

Response:

Regarding this complaint:

Review: Goldline cover was purchased with 5 yr warranty for $512. After 8 months it began deteriorating and was patched, after 10 was completely destroyed. Manufacturer is not contactable via phone and continues to delay the replacement of the cover after over two months.Desired Settlement: [redacted]

Business

Response:

Case #: [redacted] Dear Ms. [redacted]: I am in receipt of your Revdex.com notice. On 5/17/2013 Mr. [redacted] submitted a case stating he was unable to get in touch with our company for replacement of his cover under warranty. We have no records or documentation of Mr. [redacted] contacting us. Mr. [redacted] did not purchase the cover from us. He purchased his cover through a third party seller. Since Mr. [redacted] did not purchase from us directly his warranty issue needed to be referred back to where he initially purchased the cover. The seller then contacts us to submit the warranty claim and approve it for replacement. This was not done therefore we were unable to assist Mr. [redacted] with a replacement as the seller never filed or approved a claim for Mr. [redacted]. We have not had any contact or correspondence from the seller or Mr. [redacted] regarding the replacement of the cover. This matter is now closed. Please let me know if there is any other information you might need. Sincerely, [redacted], Customer Service Assistant Manger [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While the manufacturer may have deleted their records after the two years it took them to respond, pasted below is the email transaction with them prior to contacting Revdex.com. The manufacturer acknowledges it is their responsibility to replace the cover under the 5 years manufacturer's warranty, not a "distributors warranty". As of now I am still waiting to receive said cover.

Review: I purchased a boat cover for my 22 foot pontoon boat. However, when the cover arrived, it appeared to be for "all-types" of 22 foot boats. Within two months, the straps had pulled apart and the cover blew off in the wind. The boat filled with water and debris.Desired Settlement: I DO NOT want another cover. They have offered me a "replacement" of another cover that does not fit and is of very poor quality. The cover does not serve the purpose for which it was purchased. This should not have been sold as a pontoon boat cover and the workmanship was so poor that the straps tore off at the first wind. Then the boat was filthy dirty and completely unprotected. The cover served no purpose.

Business

Response:

Case #: [redacted]Dear Ms. [redacted]:I am in receipt of your Revdex.com notice. On 3/19/2015, Mr. [redacted] submitted a case stating he purchased a boat cover for a 22 foot pontoon boat. However, when the cover arrived, it appeared to be for "all-types" of 22 foot boats. Within two months, the straps had pulled apart and the cover blew off in the wind. The boat filled with water and debris.Per our records Mr. [redacted] never made contact with us within the two months that he stated the straps pulled apart. The first contact we had from Mr. [redacted] was via a letter that we received on 12/23/2014 nearly 11 months later from the initial time he purchased the cover. In the letter Mr. [redacted] asked for assistance in filing a claim. We responded to Mr. [redacted] via email and phone message on how to file a claim for the cover he purchased from us on 1/18/2014. We did not receive any response nor was a claim filed. On 1/5/2015 we again reached out to Mr. [redacted] via email regarding the filing of a claim. On 2/16/2015 Mr. [redacted] contacted us demanding a full refund. The return/refund policy was explained to Mr. [redacted]. Later that day we received the warranty claim from Mr. [redacted] and asked that he submit images to support his claim. No images were submitted and additional follow up via email was sent to Mr. [redacted] with no response. On 3/4/2015 we received a demand letter from Maguire & Schneider, LLP. Attorneys at law from attorney [redacted] demanding a refund of $299.99 for client [redacted] file #[redacted]. We called and left a message for Mr. [redacted] to return our call. Mr. [redacted] called right back and we explained the situation to him. We let him know that Mr. [redacted] has had his cover for over a year. He contacted us 12/23/14 asking for assistance in filing a claim. He was given the information and asked to file a claim. No claim was filed and a follow up contact was made to Mr. [redacted] on 1/5/2015. Mr. [redacted] asked for a refund and the refund policy was explained to Mr. [redacted], Again he was asked to file a claim and submit pictures. No claim or pictures were submitted. Aclaim was finally filed and Mr. [redacted] was asked again to provide additional pics to proceed with his claim. No pics were provided and a follow up was made again on 2/16/15 with no response. We explained the refund and warranty policy to Mr. [redacted] the attorney and let him know that all Mr. [redacted] had to do was provide us pictures for us to complete his claim but did not do so. We let him know that normally at this point we pro-rate the warranty but as a courtesy we will give Mr. [redacted] full credit towards his warranty replacement and Mr. [redacted] will be responsible for shipping costs. Mr. [redacted] asked if we could use the pictures Mr. [redacted] provided to him. We accepted the pictures from Mr. [redacted] and let him know that we would process his claim. Mr. [redacted] let us know that he will have Mr. [redacted] contact us for arrangements. Our warranty department was notified of the approved claim pending Mr. [redacted]'s response.Our website and documentation clearly outlines our Warranty and the process on how to file a claim which is found on our website: www.nationaldiscountcovers.com/a/warranty.html This includes our statement: IN ALL INSTANCES THE MANUFACTURER WILL, AT ITS SOLE DISCRETION, REPAIR THE DEFECT OR REPLACE THE PRODUCT ON A PRO-RATED BASIS.Our website and documentation clearly outlines our return policy which can be found on our website: http://www.nationalboatcovers.com/a/return-policy.htmlReturn PolicyReturns / ExchangesWe want you to have a quality product that suits your needs. Within 30 days of receipt of your order, you may return your item for refund or exchange. CONDITIONS• The product must be in new condition, in the original packaging, and contain all original components.• Soiled, wet, mildewed, torn or otherwise mishandled covers cannot be accepted.• The cover must be clean and free of debris (including grease stains or pet hair).• Custom and Special Order products are not refundable or exchangeable. If you wish to return your new item for a refund or exchange, please contact us via phone at 800-616-0599 or email your request to [email protected]. Upon approval, you will be provided a Return Goods Authorization (RGA) number. You will also be sent a pre-paid UPS Shipping Label via email. Please print and attach the UPS Shipping Label to the outside of the box(s) being returned. We cannot accept any packages freight collect or COD. All returned items require an RGA number and are subject to inspection prior to final approval for a refund or exchange. You will be notified with final determination once returned product inspection is complete.REFUNDSAll purchases that qualify for refunds will be credited to the same method of payment that was used for the original purchase. All approved refunds are processed and credits issued within 5 business days. Note: it may take an additional week for the credit to show on your statement. EXCHANGESReplacement products will be shipped after we receive, inspect and approve your returned product.If you need your new item immediately, you may consider placing a new order. Please notify your Customer Service agent.Mr. [redacted]’s warranty claim was approved for a replacement cover. However we never received the shipping cost to send the cover out to Mr. [redacted] nor have we received any contact from Mr. [redacted]. All replacements under warranty are subject to shipping costs. The attorney that Mr. [redacted] utilized to contact us on his behalf accepted the resolution and passed it on to Mr. [redacted]. We have not received any additional contact or correspondence from Mr. [redacted] to resolve his issue and get his cover out to him. We have offered Mr. [redacted] a replacement free of charge just the cost of shipping which is more than fair. Mr. [redacted] needs to contact us for arrangements to ship the cover to him. As a courtesy we will move forward and absorb the shipping cost and send the cover out to Mr. [redacted] to resolve his situation once he contacts us with shipping information. This matter is now closed. . Please let me know if there is any other information you might need. Sincerely, [redacted], Customer Service Assistant Manager [redacted]

Review: I ordered a boat cover using their website. The website requires the customer to select the year, length, make and model and they guarantee that a semi custom boat cover will fit said the described boat. I received a follow up phone call from a customer service representative that asked if I had a casting platform on the front of boat or a poling platform on the back of the boat. I informed her that I had neither and she said that a cover was available. When the cover arrived it was 1' short in length and 2' short in width. I called the customer service number and talked to [redacted] to inform him that the cover did not fit. He said to return it for my money back and provided a return label. I asked if I can get a cover to fit in which he replied " that's more trouble than it worth. Then went on to warn me that the guys in the shop inspect the cover for stains and tears. I told him that the cover had a small grease stain on it from my motor. I don't know how you can try on a boat cover without some small stain if it completely covers the boat. He said to clean it as best I could and I did. I returned it and received a call about two weeks later on the Sunday of Memorial Day Weekend it was [redacted]'s supervisor [redacted]. I have no idea why she needed to call me on a Holiday Sunday to give me bad news. She said that the cover was used...I said "bull#@^&". I only put it on the boat once. She then went on to tell me that she was returning the cover to me and hung up. I believe that they should modify the cover and stand behind their stated guarantee fit statement on their website. I want to know how many covers are returned and giving a used status. I don't want my money back I want a boat cover that fits as guaranteed on their website. All I want is what they promise!

Thank you for your time,

[redacted]Desired Settlement: They have a fit guarantee on their website , I ordered a cover make and model specific and answer the customer service representative questions. Therefore, I believe they owe me a cover that fits per their guarantee.

Business

Response:

Good Afternoon,