CarAutoCovers.com

Wanted to leave a quick note. Excellent material, better quality than our previous purchase from another co. Instructions were complete and easy to follow for antenna, tie down, and wind gust cables. We are very pleased that it covers so much of the vehicle and wheels as the car is parked near our irrigation system which deposits iron on the car surface. Thank you for on time delivery.

Review: The Customer Service Department (as defined by CarAutoCovers.com) has failed to uphold their own guarantees regarding: 100% Customer Satisfaction; "Hassle free" regarding exchanges; "Sure-fit Guarantee" of the product.

Customer service is nonexistent- the representative has out-right been rude, offensive, and lied regarding his position/title in the company. He has lied about how/when any sort of supervisor could be reached to hold that representative accountable for their offensiveness.

Exchange policy- absolutely misrepresented as "Hassle Free". The process of exchange requires completely unnecessary steps to be preformed by the consumer, from any company that should have knowledge of their own product. Especially, when that company has specifically acknowledge they have sent the wrong product.

Product- their "Sure Fit Guarantee" (later disclaimed as "not a custom fit") is discarded at there convenience.

A mistake was made by the representative that took my order over the phone. I ordered a 2002 Tacoma (w/ shell) Cover. I was sent a Tundra (w/shell) Cover. That mistake was acknowledge (over the phone and in writing by 2 different representatives). Over the course of a 2 month long email conversation, description of how the cover didn't fit, and the pictures to prove it. I was told that "they think it looks great"...and "they can't do any better than that".

Their Sure-Fit Guarantee states, " If you are not satisfied with the fit, does not fit correctly your vehicle or if we accidentally send the wrong Car Cover for your vehicle, contact us within 30 days of when you receive the cover and we will happy to exchange the incorrect Car Cover for the correct size at no additional cost."

All of those reason for exchange apply to my situation, and instead I was offered $20 off.Desired Settlement: Remove all advertisements of "Guarantees" from the website. Stop misrepresenting yourself, your product, and your dedication to the customer. Work towards practicing honest and ethic business. It is far easier and more productive for all parties involved. Or more clearly state the game/waste of time consumers are involving themselves in when doing business with this company, and when they consider how to spend their valuable time and money.

Business

Response:

Hello,

Review: Placed an order for a car cover for my 1978 [redacted] convertible on 10/8/14. Within the last month, the cover has completely delaminated, is falling apart, and the stitching is coming apart. This cover, their top of the line model, cost $144.99 and DID NOT LAST A YEAR. Manufacturer says there is a lifetime warranty. When I called their customer support line on 8/21/15 and spoke to one of their sales team associates, I was told that I had to call back during regular business hours and that they would send me a return label to retrieve the defective cover and either send me a new one or refund my money. I just got off of the phone with a man who said he was the manager, refused to give his name, and claimed the only way to get a replacement cover would be to pay them $20 for shipping. At this point, I want nothing further to do with this company and want a refund. You are selling terrible, defective products which don't even last a year. Your customer service is deplorable. DO NOT BUY FROM THIS COMPANY!Desired Settlement: At this point, I demand a full refund unless you ship me a new cover at your shipping expense.

Business

Response:

Hello,

Review: I purchased a car cover from this company with a 3 year warranty. Within 3 months it was disintegrating and falling apart. I sent pictures to the company and they said if I paid 20 dollars for shipping they would send me a new one. Considering the quality of the product I told them it didn't live up to their claims and I wanted my money back. They told me that their return policy was to check the fit for 30 days for money back guarantee. I told them I wasn't returning the product due to fit but because it was an inferior product that didn't meet their claims and getting a new one would not solve my problem. They told me they would not return my money.

Business

Response:

Hello,

Review: IN JUNE 2014 I PURCHASED A CAR COVER FROM CARAUTOCOVERS FOR A 2006 DODGE CHARGER. IT IS PARKED -NOT USED MUCH-LEFT COVER ON AND ABOUT 3 MONTHS LATER I NOTICED THE COVER BEGAN TO TURN TO A GRAY POWDER WHEN TOUCHED. WE HAVE 65-75 DEGREE TEMP YEAR ROUND IN CAMBRIA-AND HAD NO RAIN UNTIL NOV.! THIS MONTH WHEN IT RAINED SOME-THE TOP LAYER-POWDERED DUST CAME OFF WITH THE RAIN-LEFT A BOTTOM LAYER-AND I CAN SEE MY "RED CAR COLOR THROUGH IT." I TOUCHED IT-AND MY FINGER WENT RIGHT THROUGH IT MAKING A LARGE HOLE.! I DIDN'T KEEP THE RECEIPT TOO LONG-BUT HAVE BANK STATEMENT FOR JUNE 2014 SHOWING PURCHASE. I CALLED THEM-THEY WERE SNOTTY-WOULDN'T EVEN GIVE ME THEIR BILLING ADDRESS-SAID THEY WOULDN'T DO ANYTHING TO PAY FOR THE WORST PIECE OF JUNK I'VE EVER WITNESSED PERSONALLY-AND I'M OUT $119.60-AND NO CAR COVER!

I READ THE OTHER SIMILAR REVIEWS. WHY CAN'T YOU DO SOMETHING WITH THIS KIND OF BUSINESS? I'M GOING TO REPORT IT TO THE STATE'S ATTORNEY GENERAL!

THANK YOU [redacted]Desired Settlement: I WANT THESE SHARKS OUT OF BUSINESS-AND I WANT MY MONEY BACK

Business

Response:

Hello, We are sorry for the late response. Our goal is to make you happy. Please call us at 1-800-2[redacted] and we will issue a full refund for your order or we can replace the cover with a brand new cover for free. Please ask fo[redacted] or [redacted] when you call. Thank you very much.

We ordered a cover for a 79 Chevy single cab long bed. On the site we ordered the one it stated would fit. When we got it, it was too short it doesn't fit the truck. We have emailed their customer service and have called multiple times. Only twice have we reached someone, who answered the phone HELLO and we said is this Car auto Covers, he hung up. We called back after it rang 50 times the same person answered, he said you need to push option 3 which we did no one ever answered. All we want is exchange this cover for one that fits! But one one will return our email or phone call. We paid $144.95 for this cover! Please help

Review: I ordered a car cover on 12/4/15 as a Christmas Present for my husband. On 12/27, he put it on his car and noticed it has a small tear in it. I immediately emailed them and then I was told I needed to pay $20 to have a new one shipped, even though their website states if you notice a defect to call them immediately and they will send a new one. They are giving us the run around for now 2 months, jerking us around with emails back and forth, etc. Finally, after getting nowhere and my husband needing the cover, I told them I would pay the $20 but when I told the nasty foreigner I was going to write a bad review, he told me he would not take my $20 and let me get a replacement. He told me to ship it back and he would refund me. I was not going to trust him, so I called back (and spoke to [redacted]) who took my $20 (via my AMEX card billed on 1/22/16) who told me I would have a new one in 6 days. Well, no cover yet, and when I called they told me it was on it's way. Then I saw all these bad reviews regarding the same problem and so many people had the same problem and have never received a replacement. I want my replacement cover as I paid the $20 fee. This company should not be in business. They are a bunch of nasty scammers who should not be in business. I can send you the chain of emails going back and forth for 2 months if you want them.

Business

Response:

Hello,

Review: On Feb 21st 14 I purchased a car cover for my Classic [redacted], order#[redacted] and paid via Master Card, total cost w/ tax $108.24. On May 26th 14 I emailed the sales department of the company indicating that the car cover, under normal use had begun to fail. I include photographs with the email showing close detail of the deterioration of the product. I received no response from the company. I then had left two voicemails with the company which had gone unreturned. I eventually reached a representative to discuss the matter. The individual who answered the phone actually answered “yep”, not with the company’s name. I questioned as to whether this was the CarAutoCover.com Company and was told again “yep”. I proceeded to discuss my issue with their product and was abruptly told I needed to email the Warranty/RMA department. I explained that I had already send the email and that I was receiving no response. He said I had to email them. On 30 May 14 I resent the original email and stated the reason for resending. I expressed in detail, with the photo attachments again that the cover had failed even further leaving a residue all over the body of my classic [redacted]. The cover had become as thin as kitchen plastic wrap. I also expressed the poor reflection the employee had left by being unprofessional on the phone. On June 5th 2014 I received a response from an unidentified employee in the RMA department. The email stated that according to the photos I provided they saw the issue as normal “use” of the cover. If I wished for a replacement I would need to, at my cost send the cover to the company for testing. The stated that there was no guarantee they would replace the product and that if they did I once again would have to pay the shipping costs. My wife placed a call to the company explaining that the product was 4 months old and was defective, now ripping and tearing in normal light wind conditions. She stated if they did not resolve this matter our recourse would be filing a formal complaint with the Revdex.com .On 23 JUN I received an email which stated “Hello Dear Customer, we have analyzed the situation and we have determined that you are entitled for a replacement cover. You have nothing else to do but to wait for your new cover. Thank you for your patience in advance. Please understand that it can take up to 15 business days for you to receive the new cover. Today is the 8th of August, 73 days have passed without resolve, we have not received a replacement product from the company. This company boasts the claim of “100,000 Satisfied Customers” but only publish comments with no Customers names, it looks false and just written to bolster their business. Additionally they state “”hassle free return policy” “Satisfaction Guaranteed” “Award Winning Customer Service”. These claims from our experience are absolutely false. I have again emailed the company as to a status of the replacement product and have yet to receive a response.Desired Settlement: Replacement product sent immediately. All emails I reference verifying these conversations are available by request. Thank you.

Business

Response:

We advise the customer on how to return the cover. Some customers do not understand or do not know how to read return policies. tell the customer to contact us and we will gladly refund his money.

Review: I ordered and received 2 car covers from CarAutoCovers.com. they were received in June of 2014. On October 4, 2014, I e-mailed pictures of the car covers (both) documenting that they were breaking down and they needed to be replaced. On October 7, 2014 the Warranty dept of CarAutoCovers sent me an e-mail and stated "Hello Dear Customer,

We have analyzed the situation and we have determined that you are entitled for a replacement cover. You have nothing else to do but to wait for your new cover. Thank you for your patience in advance. Please understand that it can take up to 15 business days for you to receive the new cover. "

15 days elapsed and sent CarAutoCovers an e-mail requesting status of delivery. They have failed to reply. I have sent e-mails and also used their Chat Program but to no avail. CarAutoCovers advertises that the Waterproof 5 layer car covers have Life Time Warranties and that they are made in the USA. After further inspection of the car covers, when they started to break down, they are not 5 layer and they have a Chinese label and no markings indicating that they were made in the USA. As far as health issues, I have no idea if the material that is flaking off of these decomposing car covers are toxic or not these little white flakes that turn powder was and still is everywhere in my front drive way.

I think that this company is running a scam and should have their Web site taken down, or they should just advertise cheap Chinese car covers for sale. Not what they are advertising now. I have pictures if you would like to review them. Thank youDesired Settlement: I would the 2 high quality, waterproof, 5 layer, made in the USA, car covers that were advertised and what I believed that I purchased. If not I would like my ALL of money back as well as their advertizement changed to reflect what they are really selling

Business

Response:

Hello, We are sorry for the late response. Our goal is to make you happy. Please call us at 1-800-[redacted] and we will issue a full refund for your order or we can replace the cover with a brand new cover for free. Please ask for [redacted] or [redacted] when you call. Thank you very much.

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.

I called the 1-800-[redacted] phone number today 10/21/15 at 11:10am and got the usual recording, I have done all of what they requested in the past. No Human response. Still waiting for nothing.

Regards,

Business

Response:

Hello,

Review: I have pages upon pages of emails promising to replace the LIFETIME warranty covers that have turned into paper I now have to buy more and have lost 313.99 and feel they should be held accountable or shut down for illegal advertising practices.Desired Settlement: At this point after 20 or so emails and promises to replace the covers, They have not so now I want them to be forced to replace the "LIFETIME" covers as advertised. If not they should be shut down. I want either them to keep replacing them as they become UV dissolved or refund me so I can buy more covers from a reputable company. They will not answer my emails any longer

Business

Response:

Hello,

Review: Carautocovers.com advertises on a product that is not available. When you get the wrong item they offer no replacement since it is not available. Then you have to return it at your expense or they actually offer a 60% discount if you keep the one received. I returned the item and requested my refund. They said it will be in my account within 2 to 3 business days. Never happened! Two weeks later I contacted them again to request my refund. I get the same answer!! They advertise 50% off that ends at midnight, the fact is that it never ends!! It is a scam!! You order a product that they do not have, then they give you the option to take a 60% off to keep it!! Keep a product that does not work for you!! If not, pay for the return and they also keep the shipping charges!! You do not get the full refund back!!! They make money anyway when they overcharge for the shipping!!

Business

Response:

Hello,

Review: On 9/18/15, we ordered a car cover for our 2011 Mercedes. The cover was placed on our clean and car, which remains in immaculate condition in our garage. When we removed the cover after a short period, the cover had left a white film all over our expensive car. We contacted the company prior to the 30 day return period, we requested a different cover and after a period, the company responded with a simple Yes, but never offered any product numbers for another cover. On October 30, 2015, we re-contacted the company for a response. We did not hear from the company, we sent another email on 11/13. On 11/15, we requested a return label. The company responded on 11/17, that we had exceeded the 30 day period; however, we contacted the company BEFORE the 30 day return policy; however, there were many ongoing emails to resolve this issue, often with no response from the company, which exceeding this time period. We, were not satisfied and tried on several attempts to resolve this matter. On 11/15, the company offered us two options: Send the cover back for a full refund or keep the cover for a 50% refund. Our concern: It would cost an additional $55-60 to send the cover back to an address provided in Canada' therefore, we unsatisfactory accepted option 2 receiving only %50 of the cost paid. We feel the company has been unfair resolving this matter. We have spent countless time and many emails trying to resolve this matter. No customer should endure this much hassle to return a defective item. This has been a lengthy attempt to resolve this matter and all emails are available. The company offers a 100% satisfactory policy; however, the company wants the customer to pay for return shipping at an expensive cost; therefore, the customer continues to be at a loss. We feel we have been more than fair and patient in this matter and a full refund should be offered.Desired Settlement: We are left with a defective product, which we cannot use and only a portion of the full price paid for the item. We are requesting the remaining 50% refunded (credited back to our account as paid) for this product as a final resolution to this matter.

Business

Response:

Hello,

Review: I ordered a van cover from carautocovers.com for my 2008 [redacted] When ordering the cover I used the websites vehicle identification tools to order the correct cover to fit my vehicle. When I received the cover I put it on my van and the cover is EXTREMELY too large. It lays on the ground on either side of the vehicle by at least a foot. I called the company and explained the situation with the cover. The man, who identifies himself as "[redacted]", said to email him my issue and send pictures.

I immediately emailed him and sent him 9 pictures. The pictures clearly showed the cover is too large and laying on the ground while on the vehicle. His response was, "According to the pictures you provided. The cover looks looks like a custom fit. These are sure fit covers, not custome fit, but your cover looks like a custom fit. We are afraid we cannot be more spot on than this. The best we can do is a $20 refund and you keep the cover. Please keep in mind the cover will stretch over time."

Clearly "[redacted]" never even looked at the pictures I sent him, otherwise he would not have admitted that the cover will stretch over time. The cover is already draped onto the ground a foot on both sides. Over the next few days I called "[redacted]" 2 more times and emailed him 3 more times requesting he provide with with the correct cover or refund my money. The only response from him was to accept a 50% refund or return the product to him. If I return the product to him I have to pay the shipping (which is $60.00) and what guarantee do I have he will even refund my money?

I should not have to pay to return an item that is not the original item I purchased. The company is misrepresenting their products by saying it fits certain vehicles. Not to mention, a car cover is not meant to lay on the ground. "[redacted]" knows this otherwise his company would not provide a lock and cord to connect the cover from one side to the other.Desired Settlement: I want a full refund of the $149.99 I paid. I want a postage paid label so I can return the incorrect item he sent me. I also want an apology for the rude behavior he has given to me.

Business

Response:

Hello,

Review: On May 13 2014, brought a car cover from carautocovers.com. The car cover was defective, started peeling all over. Tried to get it replaced, it has a life time warranty. I payed with Paypal, I have tracking #, item#, and Paypal information, that I brought the cover through them and Paypal payed carautocovers.com. Tracking# [redacted],Item#C[redacted],Paypal Trans.#[redacted]. This cover is for a 1995 Lexus 400SCDesired Settlement: Refund me or replace the car cover

Business

Response:

Hello,

Please respond with the order

number. As without this number we cannot proceed with a warranty claim.

You can read our warranty policy

at http://www.carautocovers.com/warranty-policy

Thanks

Consumer

Response:

Good morning, my name is [redacted] ref. #[redacted] Filed a complaint. The company carautocovers.com replaced my first cover for my 2003 dodge dakota with out a case # , I had the same problem with it. [redacted] is the person I talked to he replaced the cover with out a problem. That is what there are looking for the should have that in there files. All the information I gave them and they still giving me a problem replacing my cover

Business

Response:

Hello,

Review: The quality of the cover is poor. The shipping was late, and I did not like the customer service I received when I called and when I attempted to "chat" with them on line, It was very unprofessional as was the product.Desired Settlement: I would like a refund plus the refund of the shipping costs. This place is very unprofessional and I recommend that no one do business with them. I have called them several times, with no answer. I had tried to "chat" with them and got cut off because it was 10 minutes to closing time. I guess they wanted to go home early. I even paid extrea to have 1-2 day business delivery that turned into 6 days, though they said they would credit me the difference. I haven't seen it yet. Their requirements of shipping is USPS only to [redacted] is outrageous. Why not the California address?

Business

Response:

Hello,

Review: I ordered an auto cover on 7/11/14. The website and consequent emails that applauded the purchase told me 5 - 6 working days. After 3 weeks I called the company and didn't receive a response. I called again and my call was not returned. I called a third time and was informed at that time that my item was back ordered and that I would receive it the following week. I mentioned that I was never told this and this person on the other end with an irritated accent acted like I was a bother and would not offer any other information. To this day, 8.17.14 I have not received any information about my purchase. Although they claim to be available 24 hours a day, I could not get through with their sales, refund, customer service departments. It was all leave a message.....just want a refund!!!Desired Settlement: Just admit the company should have told me the item I ordered was out of stock and then apologize for saying it would be delivered the following week. Also take down their website promises that they are a 24/7 business.......basically, make them non-liars....I will start spreading the news...

Business

Response:

Hello,

Review: Firstly, the covers do NOT fit their description. They are not a custom fit, The quality is by far the 5 layer protection as the website describes. It is a thin piece of fabric that probably provides minimal protection. Infact after a rain my car was completly saturated. The customer service is horrible infact as I was talking to someone on the phone it sounded like he was having a party loud singing and laughter I could hardly here him. I did not get the lockdown and when I told him that the car cover didn't fit, and could they have sent me the wrong one by mistake he was very rude stating he sent the right one. As I was trying to explain how it was fitting my car he kept saying it was the right one and I will send the lock down and then hung up!! I ordered the top of the line car cover and believe me if this is top of the line I would hate to see the other lower price car covers. How does the company stay in business????Desired Settlement: I just want the lockdown, and to find out why this product does not fit the car that I have considering they say a custom fit. Mainly the customer service is deplorable. I did ask to speak to the manager he told me he was the manager. I just want this problem with the company known so one else has to go through this and to let people know about the product they are selling is not a good fit for your car and the quality far below what they advertise.

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. The response that I recieved is just a tailor made response and does not address the main issue that I complained about. The rude reply that I received from the so called manager and the way he handled my phone call was very offensive. I was only asking because the web site does say a sure fit could they have sent me the wrong cover by mistake?. This person was rude and

confrontational!Not sending the lock down just a piece of string with the cover, not addressing my concerns at all and then hanging up. I guess when a business says that it is a sure fit I take them at their word. This response talks about wear and tear, I had only had the car cover 1 week! Hearing loud music and laughter while trying to explain my issue does not give me the impression of this being a legitmite buisness. This company may have sold many car covers, but that will never increase the quality of this company! They also state on their website that their goal is to provide the best quality car covers. It's to bad that their goal doesn't include the best customer service.It is clear that

this manager has no work ethic. He needs

to become more humanistic to his customers and I doubt that this will ever

happen. I know, no matter what I say, unless this buisness, and I say that lightly wants to put their customers first there will never be a resolution.

Regards,

Business

Response:

Please call our company tomorrow to resolve this issue.

Review: 1. 09/05/2014- emailed, www.carautocovers.com, notified them that cover purchased on 06/12/2014 was turning powdery on car top and hood.

2. 09/05/2014 response was to email, [email protected], I forwarded originail email to the warranty division.

3. 09/06/2014 warranty division sent me an email requesting photos of car cover.

I do not have a cellphone with photo or texting features and had to locate someone to complete this request.

4. 09/24/2010 photos were sent to warranty.

5. 10/17/2014 sent email to warranty stating reason for the 18 day delay.

6. 10/18/2014 sent email to carautocover.com to ask them move my request forward with their warranty division.

I have not received any communications from either parties since 09/24/2014 when I emailed the pictures. I had asked for a a refund or a replacement of the cover.

"Full Car Cover Chevrolet Cavalier 1991 Coupe 2-Door-3 Layer/ 5 yr Warranty" $109.99Desired Settlement: That a check will be sent for the purchase price $109.99.

Business

Response:

Hello,

Review: my sister ordered an car cover from this place for a 1971 gmc sprint long bed.we purchase the best one that they sold.it was $144.99.it was sopose to be a 5 LAYERS thickcover.well it soo thin you can see the color of the car though it!.I called and asked the operator about it and he was very in polite.HE COULDNT even tell me my item # we ordered.I knew the item #.all that he keep saying to me on the phone was was it in a white box!.I said to him what does it matter he said then it was the one we ordered.I told him I didn't order a box I wanted to know on his computer file of our purchase what was put in for the order.HE STILL couldn't tell me my item #.so I saw where they was covered by the Revdex.com.so I told him I was going to file a complaint.he said ok.so I fill that we was giving the wrong item and the wrong cover.if this was the 5layer thick,id hate to see the other two covers that they are selling.and call themselves a Revdex.com approved.thanks for any thing youll can do.Desired Settlement: would like to have the 5 layercover thick that we ordered.

Business

Response:

The way to find out if a customer ordered a 5 layer, 3 layer or 2 layer is by looking at the color of the box not at the order number. This is why we asked her the color of the box. She said it was white therefore it is the 5 layers. If she is not happy with the quality she can send it back for a full refund.

Review: We purchased several covers from this company. 2 have failed within the first year. The first failure had an issue with the coating on the cover breaking down and having a powdery thin paper like surface which made a huge mess all over. We contacted the company about the first cover. They agreed to replace it. We asked them to send a RMA for the defective cover. They said it wasn't necessary and to just throw the cover away. Charged us a $20.00 replacement fee and never sent the replacement. We made multiple phone calls to resolve and they made multiple promises and never followed thru. We notified them of the second failed cover (which we still have) and they never responded. The first cover was for a 2001 Ford F-150 short bed pick up. The second cover is for a 1966 Chrysler 300Desired Settlement: Replacement covers or refund.

Business

Response:

Hello,