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I would not recommend the cover guy....I e-mailed for status up date three times...after two weeks still no response so I reported to my bank as fraud they called four hours later...magic. My cover was made November 6/14,and have yet to receive it (Nov 28/14)..So I...
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1 comment
Anonymous
#909597

Hello - please contact me directly regarding your issue.

We do respond to all email inquiries within 24 hours and apologize if we missed or did not get your email.

I have inquired with accounting and they have no record of an inquiry from a bank claiming fraud.

If you received an email that your cover was shipped on November 6th and you still have not received it we do need to check with the transport company. The shipping email provides the transport company and tracking number. I can contact them on your behalf.

If you placed your order on November 6th, the shipping delay is 3 to 4 weeks which means your cover should ship out this week or early next week.

We will email you the tracking information.

I ask you to call or email me directly so we can clear this up. Sincerely, Claire The Cover Guy claire@thecoverguy.com 1-866-652-6837 ext 207

Review
#563172 Review #563172 is a subjective opinion of poster.
Reason of review
Poor customer service
1.5
Details
The cover was great for 3 years then the plastic coating split and put flakes all over the tub. The cover now weighs a ton to lift. After contacting them the offered a 20% discount on a new one. Seems to be a scam to replace the cover every 3-5 years. Don't buy, look...
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1 comment
Anonymous
#907336

Hello,

If your cover is heavy and has deterioration on the underside it is most likely caused by chemical damage. Please have your water checked by your local pool / spa store before using your hot tub again.

If the underside of the cover is discolored it is likely due to chemical imbalance. It can also be caused by the care of the cover. If you are only opening one side of the cover the chemical vapors will be held inside between the water and cover. Having nowhere to go, they will break down the underside of the cover causing the flaking and the vapor barrier to deteriorate and allow water condensation to saturate the foam causing your cover to get heavy.

If you are not using your hot tub on a regular basis we also suggest opening the cover completely on a weekly basis, circulate the water for 10-15 minutes to allow excess chemical vapors.

Chemicals are a required maintenance of your hot tub water and proper balance will prevent bacteria, smell and cloudiness from occurring.

Please check your water chemistry as per your hot tub guidelines. This will help prolong the life of your cover as well.

You are stating that you were offered a 20% discount on a new cover which means that your cover is in year 5. The average life of a cover depending on care and usage is 5 to 8 years. The Cover Guy now offers a 7 year pro-rated warranty, one of the longest in the industry.

Please check out the competition and their warranty, you will find it is also pro-rated and does not cover chemical damage. The Cover Guy is proud of their customer service and quality of the product. Please contact me to discuss this further and a replacement cover.

Claire@thecoverguy.com or 866-622-6837 ext 207. Sincerely Claire The Cover Guy

Review
#562900 Review #562900 is a subjective opinion of poster.
Reason of review
Damaged or defective
Still waiting for my cover which was promised to us in 3-4 weeks, it has now been more than 6 weeks and it has not arrived. Apparently they had a problem in production... very dissatisfied with their customer service, would NOT recommend the cover guy at this point.
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1 comment
Anonymous
#896693

Hello, yes we did have a computer issue with production and this put us behind. We are almost caught up to our 3-4 week production delay.

If you could call me with your order number, I would be pleased to give you a specific ship date.

Our apologies for the inconvenience.

Claire

The Cover Guy

1-866-652-6837 ext 207

claire@thecoverguy.com

Review
#554905 Review #554905 is a subjective opinion of poster.
2.5 years after paying $365 for their cover I've had the same problem with the extra "protective" layer which has cracked into a million little pieces of plastic into the hot tub and allowed to styrofoam to become waterlogged. Also, the metal splines of each side never...
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1 comment
Anonymous
#892643

Hello,

I am sorry to hear that you are having difficulty trying to contact us. We do have a high volume of calls during the peak season (fall) and return all messages in a timely manner with a goal within 2 hours.

We also respond to all emails within 24 hours.

If I could ask you to contact me directly either by email or phone I will have our warranty manager evaluate your claim. If you would like to send me pictures of your cover this would speed up the process.

If I don't get to your call, please leave me a message and I will get back to you in a timely fashion.

It sounds like you may have a chemical issue causing the rapid deterioration of the cover. With proper care and maintenance depending on the usage of your spa, the cover should last you a good 5 to 10 years.

Claire@thecoverguy.com

1-866-622-6837 ext 207 With regards, Claire

Review
#551126 Review #551126 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$365
Preferred solution
Let the company propose a solution

The Cover Guy - False Delivery Dates

Company promised delivery within 3-4 weeks at latest and perhaps earlier. Ordered on this basis and 5 weeks after I placed order I followed up for "Order Status" by email and phone. Did not receive reply so went to store in person the next week and was told a lot of B.S. and that they would get back to me by end of day. Not hearing from them that day, I went back in person and demanded that my order be cancelled for full refund. Initially they said they could not provide credit as the cover was in production. After insisting they agreed to provide full refund. Still waiting for refund on my credit card...
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1 comment
Anonymous
#887590

Hello Guy,

We are sorry for the extended delay in producing your custom hot tub cover. We did have a computer issue as explained to you and offered to compensate you for the extra delay encountered.

Occasionally there are unforeseen circumstances that are beyond human control.

Your refund has been requested and will be refunded to your credit card with a 48 - 72 hour delay (normal reimbursement delay by credit card companies).

Once again, our apologies for your situation.

Claire The Cover Guy

Review
#547293 Review #547293 is a subjective opinion of poster.
2.3
Details
The cover was far from being custom...and they refused to issue me a refund. However, my Bank's Fraud Dept issued me a full refund. Don't mess with this unsavory company of hoodlums, you will get nothing less than a round around! My cover was two inches over the...
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7 comments
Anonymous
#1153384

Now who would believe that all these people are bunch of LIARS (over 50?) and the Cover guy is the only one telling the Truth...

Sure

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Review
#535965 Review #535965 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$500
Preferred solution
Kill yourselves!
I placed an order for a replacement spa cover a month ago. Researched the Cover Guy and didn't find anything negative. Delivery company contacted me to arrange drop. Said the product came from Prestige Spa in Florida! I thought I was ordering from a New York...
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1 comment
Anonymous
#857017

Hello Anonymous,

We are glad to see your cover arrived within our timeframe.

The Cover Guy provides a custom hot tub cover to our customers. The industry has different levels of quality and we have high standards our production facilities must meet.

The Cover Guy offers you a 7 year warranty pro-rated against manufacturing defects and workmanship. If you have any issues with your cover we ask you to contact us directly to identify yourself.

I can be reached at 866-622-6837 ext 207.

Thank you,

Claire The Cover Guy

Review
#521517 Review #521517 is a subjective opinion of poster.
Loss
$320

Positive Experience Review

this is not a complaint..Claire called me to help me out with the wrong size cover we have..she was really nice..and now has 're ordered another cover ..we r happy with the end result..Ty.Claire for helping us out ..such a pleasant lady..Ty aga in...
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Review
#519347 Review #519347 is a subjective opinion of poster.
Do NOT order from the Cover Guy. I ordered by cover on June 3/14 after ordering with a promised 3-4 week delivery. I received an email on June 20/14 saying it was in production. I called on June 30/14 and was told the cover would be shipped the following week. It...
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5 comments
Anonymous
#851247

We ordered our cover June 30th. 3-4 week delivery.

So far no cover Aug. 4th

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Review
#512896 Review #512896 is a subjective opinion of poster.
Loss
$500

Update by user Jul 16, 2014

Since posting I have received a call from a lady named Claire from The cover guy. After a wonderful conversation with Claire.

She offered to replace the vinyl top of the cover and also gave me some great advice on keeping the cover during the harsh winter months. So...

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3 comments
Anonymous
#842839

Cover Guys customer service is terrible...I could worse but I wont...We ordered a 7ft cover...they sent a 70 inch cover.....They said we ordered wrong..which I think is a crock..but either way...we spent 400 on a cover that is tooo small...and they wont do anything about it..o yes they said they would order us another for a small fee of 225...then she said she would help me with a blog to sell it on ebay or kijiji..you told her I didnt need helping selling the thing..just needed their help in getting the right size cover...But she more or less said we are stuck with it and that was it..

I will never order through CoverGuy again..their customers service SUCKS...Thanks Amanda

for NOTHING!!!!

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Review
#509730 Review #509730 is a subjective opinion of poster.
Loss
$500