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The Cover Guy in Markham, Ontario - False advertising, inferior product

My 2 previous hot tub covers were from Beachcomber. The cost Was 500 dollars and both lasted 5 years with little wear other than discoloration. Our first time with the cover guy cost us 400 dollars. there advertising states highest quality materials to withstand harsh Canadain winters, a totally false and misleading statement. we Received our hot tub cover in October 2013 and by March 2014 the seams were coming apart in the middle. We called The cover guy who deferred us to the warranty company. The warranty people never called us back. A very unethical outfit in our estimation. Will never recommend them. The Bedards Maple, ontario
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1 comment
Anonymous
#838036

I am sorry to hear that your email was missed by our warranty department. We can assure you that we do respond to all emails with in 24 hours.

Please email our warranty department at customerservice@thecoverguy.com and let that department know you did not hear back. We will make sure you receive a response with in 24 hours.

Thank you,

Review
#507448 Review #507448 is a subjective opinion of poster.
Loss
$400
This company does not warranty their products as promised. The company states that we have a 5 year warranty with no other stipulations, however, when we reported a problem after only 3 years, the company blames the buyer for poor chemical control of the hot tub with...
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1 comment
Anonymous
#838033

Hi Paul, my name is Lisa and I am the customer service manager here at The Cover Guy.

We have received your complains through Facebook, pissedconsumer.com and the BBB. We will be responding to each site.

I am disappointed that you felt you had to use these means to communicate with us.

We always like to work with our customers directly to come up with fair solutions.

I have reviewed all details of your warranty claim. It has been explained to you that this is chemical damage and indeed I do agree with that. The underside of your cover has disintegrated due to sever chemical damage. This sort of chemical damage can also be harmful to your skin so first I would like to recommend that you do visit your local pool and spa store to make sure that the chemicals in your tub are kept in balance to avoid this issue with any cover in the future and more importantly protect the skin of your family.

The pro rated price our staff has provided you with is correct based on the warranty we offer.

A copy of this warranty was shipped with your cover. If you do not have a copy of this please contact me directly and I will provide a electronic copy for your records.

As I mentioned above we always like to work directly with our customers to come up with a fair solution. In addition to the offer that has already been made I have come up with another solution that I feel is fair and I trust you will be satisfied with. -------- (see email sent for pricing) I believe this is more then fair.

If you do wish to proceed with either offer please reach our office at 866 622 6837.

If there is anything else I can help you with please let me know. Regards, Lisa The Cover Guy www.thecoverguy.com

Review
#507444 Review #507444 is a subjective opinion of poster.
Loss
$429

The Cover Guy in Trenton, New Jersey - Ridiculous Delivery Time Ordered on May 12 and est delivery is July 15

I've used the Cover Guy before and this is my second order. I was totally satisfied with my first experience. I was told 3-4 weeks for production. Their internal communications/coordination are the worst I have ever experienced. I gave them a new phone# and they did not update my record. One week they tell me cover is shipped and then next week they tell me sorry bad news, cover was not shipped but we'll give you credit of $45 for inconvenience. I practically had to tell customer service how to do their job and follow up with production. Now cover in CA and being loaded for NJ. For the time I lost in use of tub was not worth the savings. Hopefully cover will be what I ordered.
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1 comment
Anonymous
#838039

Thank you for your post, we do apologize for the delay. We are in our peak season and our covers are taking the full time line to produce.

We had a large volume of orders this season. We do again apologize for the delay and we do appreciate your understanding.

We will also review the issues you had with our staff internally and bring this to their attention. We value all our customers feedback and will improve upon customer service based on this feedback.

Review
#507278 Review #507278 is a subjective opinion of poster.
I just got my MasterCard bill and I was charged a Foreign Transaction Charge of $4.75. The website has the american flag all over it. The contacts are all in America on the website; Hot Tub Covers and Spa Covers - Price, Quality & Built to Last! The Cover Guy - US...
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Review
#502901 Review #502901 is a subjective opinion of poster.
Loss
$5
I ordered a cover and needing by a certain date, called to confirm delivery date. I was urged to pay the "Rush Delivery" fee to ensure delivery which I did. Never happened and they refused to refund the extra fee. I was looking for something basic and that's...
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Review
#491419 Review #491419 is a subjective opinion of poster.
Loss
$30
They are Liars, they promised two weeks, the deliverd in over four cover looks nice, they said it was being manufacture in Costa Mesa, Ca, it came from across the border from Tiajuna , Mexico, now when I try to contact them , my emails are returned as undeliverable,...
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Review
#484246 Review #484246 is a subjective opinion of poster.
Ordered a hot tub cover over the internet. Cover was delivered and appeared to be in good condition. It wasn't until the cover was on the hot tub that something wasn't right. Upon closer examination by unzipping the outside cover that we discovered that there...
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Review
#463729 Review #463729 is a subjective opinion of poster.
Loss
$400

The Cover Guy - Damaged cover - twice!

Oh, how I wish I had read the reviews before I ordered. The first cover arrived damaged. The box it came in was damaged and there was a dent on the underside of the cover in the same spot. I refused the shipment. Twelve days later I received a "new" cover, which had the exact same damage in the exact same spot as the first one! When I called, they insisted it was not the same cover, re-boxed, and told me to turn the foam upside down, magically making the damage disappear. The cover does not fit well and appears to be of cheap quality. Very disappointed.
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Review
#459660 Review #459660 is a subjective opinion of poster.

The Cover Guy in Walnut Creek, California - ...now I'm being charged for a Canadian transaction fee...are you kidding me!

Ordered cover guy hot tub cover from cover guy Idaho...waited a month. ..finally came to me via Florida. ..and now my billing statement is showing a canadian foreign transaction fee of $12.66... to my amazement!! The cardboard box that the cover came in had what looked like fork lift tears in two places (I took pictures) and was not wrapped in any protective plastic just a cardboard box. ..somehow the cover survived! So I called my credit card company to file a complaint and am waiting to hear from them. ..How does a "foreign" company come into the states, sets itself up as an American company and bills a foreign transaction fee? ? Are you shi_____g me!!
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Review
#457514 Review #457514 is a subjective opinion of poster.
Loss
$13
I have ordered several Spa Covers from The Cover Guy for Hot Tubs at my home and cottage.My most recent purchase was to replace a cover previously purchased from them that barely lasted 3 years. I paid a premium for the expedited 10 business day delivery. Well its now...
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1 comment
Anonymous
#704653

Thank you for your comment, and we do apologize for the delay. We did become very busy this year and our production did fall a little behind.

Customer service is our number 1 priority and we would like to speak with you about this and offer you the proper compensation for this. Please reach me directly at 866 652 6837 x 202

thank you,

Review
#435105 Review #435105 is a subjective opinion of poster.