ComplaintsforCarCoverUSA

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Initial Complaint
09/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
No refund initiated Hello Juanyelle Goodgame Send To:Covercraft Returns ****************************************** Thank You Return Policy: If for any reason you are not completely satisfied with your purchase, you may return it within 30 days of delivery. Parts must be in new clean condition, and have a Return Authorization #. Returns will receive a refund minus factory restock fee 20%. If there is a factory defect than a full refund will be issued (Photos required). We do not accept returns of custom made orders, or covers with logos or embroidery.
Business response
09/22/2024
Juanyelle Goodgame
********************
**********, AL 35214-4446
******************************
************
Return Policy: If for any reason you are not completely satisfied with your purchase, you may return it within 30 days of delivery. Parts must be in new clean condition, and have a Return Authorization #. Returns will receive a refund minus factory restock fee 20%. If there is a factory defect than a full refund will be issued (Photos required). We do not accept returns of custom made orders, or covers with logos or embroidery.
Juanyelle Goodgame
********************
**********, AL 35214-4446
******************************
************
Initial Complaint
07/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The picture they have on there website shows the color being very red,when I received them yesterday they are dark red,I can't use these. I have sent multiple emails asking for return notification number and no one will message me back?
Business response
08/13/2024
*******************
******************
*********, TN 37917
*************
************
Customer was sent exact color as ordered, has a old computer monitor which distorts colors.
We have replied numerous times, customer needs to check his email and spam.
Return info was already provided.
Initial Complaint
06/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order # ****** Order Date: 4/20/2024 Products Ordered (217967467-CDCP1): CUSTOM TAILORED DASHBOARD COVERS POLYCARPET BLACK for 2015 Mini ****** S F54; w/heads-up display Price: $59.99 Quantity: 1 Subtotal: $59.99 Shipping: $15.00 Total: $***** Charged credit card charged april 22 *****. Contacted you after receiving item incorrect size wanted to return. I did order a brand new cover order number Order Information Order # ****** Order Date: 5/7/2024 for *****. Emailed you guys for a return conf. Got this on May 8th Return Authorization # SR0224590 (Write this # on the outside of the box)Send To:Coverking Returns ************************************ Thank You Return Policy: If for any reason you are not completely satisfied with your purchase, you may return it within 30 days of delivery. Parts must be in new clean condition, and have a Return Authorization #. Returns will receive a refund minus ****************** restock fee 20%. If there is a factory defect than a full refund will be issued (Photos required). We do not accept returns of custom made to order parts, covers with logos or embroidery. We pay the Factory Restocking fee with a reorder. Emailed you may 20th about how long for refund since received item at above address on May 13. Was told 7-10 days. Then may 27th nothing refunded and no email sent to me on refund. Made a dispute with credit card company ************ I then get a email June 1 to pay Balance due for credit card chargeback, please pay today to avoid collections ! for Order # ******. Then June 4 REMINDER - This has now been sent to collections ! for Order # ****** for *****. Then June 4th this REMINDER - This has now been sent to collections, will be credit reported & a lien placed against you. for Order # ******....I returned package did everything I was supposed **** tracking number is **********************. I've also emailed you multiple times on June 5, no response. *********** refunded me ***** but now you are after me for *****
Customer response
06/05/2024
I contacted to cover king at ************, which is warehouse i returned item to on may 13th. They confirmed that I did indeed return item here on May 13th and they just processed the return today. They stated the owner in ******* at ********************************(which is only way to contact him) should not have rushed to put me in collections because they are behind processing. I got a confirmation note of return from them at 12:25 confirmation number is scr207265. They also show that I returned that and ordered another as I stated earlier. So again I should not owe this car cover usa technically anything.
Customer response
06/06/2024
Called coverking again at 1056. They stated item was processed and they paid the return money to carcoverusa.com guy. I also emailed carcoverusa.com with the confirmation from cover king. Still no response from carcoverusa.com
Business response
06/27/2024
*********************
*************************
***********, NM 87110
Daytime Phone: **************
E-mail: ********************
Customer was issued refund and than also filed a credit card dispute getting a 2nd refund which was not due,
customer has been sent to collections & we are still waiting to get this valid debt due to our company paid,
Any assistance the BBB can offer is greatly apreciated.
thank you
*********************
******************************************
***********, NM 87110
Daytime Phone: **************
E-mail: ********************
Customer response
06/28/2024

Complaint: 21805416

I am rejecting this response because:

Complaint: 21805416

I am rejecting this response because:
I was not issued a refund and still haven't. Not even an emailed receipt that you refunded me. So where is that and can't refund me cause its a dispute which means you talk to my credit card company. Credit card is handling because you wouldn't issue refund. I disputed you because of this. You had item since may 13, refund was to happen 7 to 10days. Never happened. Credit card was notified on the 27th. You also have the item in your possession so how does one owe on item that was returned and confirmation it was returned at your warehouse. So you want double paided..for item I don't have that you have...a return.....I have all confirmations on my return item and transactions and not one on a refund from you. You sent me to collections because as you stated you were mad I disputed you for not refunding me. Original amount of returned item is ***** not ***** you added that amount on. So definitely no refund for ***** from you to me for ***** or *****. Plus as stated you would refund my credit card company cause it's a dispute. So as you gracefully stated collections will handle. If that is the case why are you still emailing for a payment? You have the item not me.

Sincerely,

*********************
Sincerely,

*********************
Customer response
07/01/2024
Cover king gave me a confirmation of returned item for refund on June 5th at 10:45. They would only provide me with this confirmation of item scr207265. They also advised that the gentleman I was working with should of waited to serve me to collections. That they will send this to him immediately.

I Received confirmation of return on May 13 at 2:36pm. also have the **** tracking number 9534613006844130006072.
Customer response
07/01/2024
Here is the original invoice of purchase as well. Just in case.
Customer response
07/01/2024
Here is confirmation that I also reordered an item in place of the one I returned. The one I'm disputing. That if I ordered a replacement that stocking fees waived.
I also paid with own money shipping if return item back to him.
As stated to he is still in dispute with my credit card company since may 27 2024. After varies emails to him as to why in collections he would only respond your in collections instead of resolving the issue.
Customer response
07/08/2024
This is summary of dispute I sent to credit card company. I have proof with attachments if you want to see those as well. This is a return still no credit no item. He has the money, item, and put me in collections and I have nothing. Also stopped communicating with me except to say I'm in collections pay me
Business response
07/14/2024
*********************
*************************
***********, NM 87110
Daytime Phone: **************
E-mail: ********************
Customer response
07/21/2024

Complaint: 21805416

I am rejecting this response because:
I never received a refund from carcoverusa nor did my credit card company. Therefore, I had to file a dispute with my credit card company. Can't get a second refund if carcoverusa never gave one to begin with, so that is interesting saying I have a refund from carcoverusa, because I do not nor does my credit card show a refund from carcoverusa. You have the original item sent back; I ordered a new item so there should be a refund which carcoverusa did not give even a partial. I have confirmation that a refund should have been given but nothing. carcoverusa has the item at warehouse; carcoverusa has the money and now want more money and money from collections. Something is not adding up here.
carcoverusa sent me to collections because carcoverusa was mad because I filed a dispute for not getting a refund for the return. This could have been handled if carcoverusa responded to emails rather than respond with "you are in collections". Upon further investigation on the matter this has been ongoing complaints about this company not returning money and sending others to collections instead of figuring the issue out. I wish I did my research prior to ordering through carcoverusa.
I am still waiting on a response from my credit card dispute but in all matter carcoverusa could just settle with the credit card company and issue my refund for returning the item. This is a "return" not a "cancellation" as put with my credit card company from carcoverusa they stated I did a cancellation in which I have eveidence showing its a refund and your warehouse confirmed it was a refund and a return. Not sure where carcoverusa feels I do not get a refund and gets extra money and the item.
Return Policy (located on CarCoverUSA eturn authorization email): If for any reason you are not completely satisfied with your purchase, you may return it within 30 days of delivery. Parts must be in new clean condition, and have a Return Authorization #. Returns will receive a refund minus shipping & factory restock fee 20%. If there is a factory defect than a full refund will be issued (Photos required). We do not accept returns of custom made to order parts, covers with logos or embroidery. We pay the Factory Restocking fee with a reorder.
I did all as return policy stated.
So again, I am requesting a refund to my credit card company on the dispute which carcoverusa could close with them and carcoverusa to remove me from collections which did not need to be done.
Any assistance from the BBB is greatly appreciated in the matter.

Sincerely,

*********************
Business response
08/13/2024
*********************
*************************
***********, NM 87110
Daytime Phone: **************
E-mail: ********************
Business response
08/13/2024
Customer received part, than filed a credit card charge back getting himself a full refund,
which is not how a normal return is done,
As per website company policy, order receipt, return authorization all returns are refunded - minus shipping and factory restock fee.
Its in collections now and this is a valid debt owed to our company.
Customer response
08/13/2024

Complaint: 21805416

I am rejecting this response because:
As you stated a return. Per you was told 10 day refund that never happened on you part which is not how a good company and customer service works. Plus, you have multiple people stating you never refunded them on your site so that again is showing poor customer service and that this is a recurring action on your company's part. So you should honor your return policy and people would not have to dispute a charge. Your vendor even stated they had item returned way before 10 days. You chose to put me in collections rather than honor your end of the policy as others have stated and im stating. Again poor company practices. So again you could settle this by honoring your return policy, funny, it also states stocking fee waived if another item ordered which you have failed to mention and which I did order another item. So ya a dispute is in order. Not sure why you keep info from the bbb like fee waived if ordered another item. It's fine though as you have put it and shown you want collections to handle it which again shows poor customer service.

Sincerely,

*********************
Business response
08/19/2024
*********************
*********************************************************************************************
*************
**********
Initial Complaint
02/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a dash mat specifically for my brand new 2024 Kia ** GT on February 10 paying ***** when I received it the dashmat did not in fact fit my vehicle. I wrote to the company in which they accused me of first not knowing what my vehicle was then that I installed it incorrectly. Its a dashmat there is no certain or professional installation for this type of thing. Thats an insult to my intelligence. I definetely have no problem paying to return it since they did not cut it correctly to fit the vehicle but to set it back on their shelf where they will resale it again I do not feel is fair. Its not my fault they cut it wrong and now will also just sell to another poor individual getting the wrong dash mat. In return probably poor customer service where someone will be rude and insult them also that they selected the wrong vehicle and didnt know how to put it on.
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************

Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Business response
04/03/2024
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
The manufacturer DashMat that has been making these for 50+ years confirms No Defects found, the part was made & will fit correctly as per the vehicle ordered for.
This customer became very rude & insulting when she was advised that she has ordered as per the wrong vehicle and installed incorrectly.
*************************
17937 Deerberry Way
**************, ** 92407
*********************
************
Customer response
04/09/2024

Complaint: 21336703

I am rejecting this response because:

Sincerely,

*************************

I was treated very unfairly, the consumer was very short, treated and spoke to me in a manner as if I was ignorant. I know my vehicle and what I ordered and responded accordingly. If stating the facts of that matter is considered rude I'm not sure how to answer questions to their liking. This was a horrible experience and all I wanted was the most that fit my vehicle like I paid for
Business response
04/22/2024
*************************
17937 Deerberry Way
**************, ** 92407
Daytime Phone: **************
E-mail: *********************
Customer ordered wrong as per their vehicle
*************************
17937 Deerberry Way
**************, ** 92407
Daytime Phone: **************
E-mail: *********************
Initial Complaint
02/07/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a car cover online on 12/20/2023. Original delivery date was 1/11/2024, it did not ship. I have contacted company 2 times about delivery. I was told it would be shipped on 1/18/2024, it wasn't. I contacted them on 1/26/2024 they told me it would ship on that day, it did not. I now want my amount of $379.00 returned to me.
Business response
03/26/2024
Please be advised this customer filed a credit card charge-back, so we cancelled the order.
Nothing is due the customer obliviously as they called the credit card company and got themselves a full refund
thank you

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