Deb H Ifx
map-marker Arlington, Virginia

Cover Guy - Never Again

Updated by user Apr 18, 2012

We have been contacted by a representative of The Cover Guy and have had our issues resolved to our satisfaction. It\'s unfortunate that this site will not allow removal of complaints, as in my case, the company came through in the end. Good for you Cover Guy folks!

Original review Apr 16, 2012
I purchased a $400+ deluxe spa cover with upgrades from Cover Guy in June 2010 (which I didn't receive until at least July) with a 5 year warranty. In April 2012, the cover is splitting at the center seam, vinyl is tearing and the vapor barrier is disintegrated.

Contacted Cover Guy and was told to contact Prestige Warranty Service?? Prestige required the original receipt, multiple photos, measurements, etc., etc. After supplying all requested information and waiting over a week, the folks from Prestige told me it would cost me $130 to replace the cover and another $105 to ship it to me. If I wanted to spend over $200 every year, I'd pick up an economy throw-away cover and not have to deal with the aggravation.

Spend your money elsewhere. Definitely not worth doing business with.
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1 comment
Guest

Just checked my warranty - it's not 7 years - it's 7 years rated ! So I bought my "extreme cover" in September 2009 - so it's just over 4 year - and the warranty says that I pay 70% of the original charge.

Haven't contacted them yet - but looks like I'll have to pay shipping too. Shipped from H.S.T. Synthetics in Mississauga. Who the *** are these guys ?

My Extreme was supposed to have a taper so water and snow would "run off".

Mine had no taper. I have to tell you - this is no 7 year cover.

laykai H
map-marker Stockton, California

My hot tub cover is too big & not square!!

I purchased a hot tub cover from The Cover Guy. It was received too big and it is not even square!!!!

They had me send pictures and every comunication was just another excuse. I ordered it 84.5" My 'upgraded' cover is 85.5 x 86.25. Horrible, horrible ......I wish I would have found this site before ordering. My favorite excuse is that "we have munufactoring allowances" Wow, another word for if it's not right too bad.

I order this March 23, 2012 and received their last excuse for why it is ok for it to be the wrong size on May 7, 2012.

They completely suck. Please don't do business with them.

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Loss:
$494
3 comments
laykai H

The comments are NOT correct and misleading!Wow, ok let's address this one at a time. I contacted The Cover Guy numerous times....yep saved all those emails. They requested pictures, I sent pictures, alot of pictures showing the defect. Excuse after excuse why the 'variances' were ok.

The first time they were willing to do anything was AFTER I wrote here and contacted the BBB. Earlier this week when I contacted the BBB, the BBB stated that this business was not accredited. Maybe they have rejoined since.

Now lets address the fold. You would think that if you add extra inches in the center for the fold, you would take that into consideration during manufactoring. That way the OVERALL dimensions would be correct.

I ordered a 84.5 x 84.5 inch cover. I recieved a 85.5 x 86.25. NOT correct and NOT square. My old spa cover was 84" square and I added 1/2" extra as their website suggests. Because they allow the cover to be larger than ordered, I did order it 84 x 84.

Really?? Is it neccesary to go back and forth and make insinuations. All this drama is not neccesary. I will be very happy to state I have a well fitting, square cover when I actually have one.

Guest

The customer has confirmed that she needs the cover to be smaller then what she had originally submitted when she placed her order online. We will be remaking the cover for her and shipping it as soon as we can.

We are glad we were able to work with this customer and work this out for her.

Guest

We at The Cover Guy pride our selves in providing the best service we can. We do not like to see that customers feel the need to post online rather then work with us to solve issues.

The customer has advised that each half of the cover measures what she ordered, but she indicates that the seam is bigger then what she prefers. All our covers do fold in half so there is a seam in the middle to allow this folding action and to accommodate cover lifters.

We will gladly be remaking this cover for the customer but we want to make sure that she gets exactly the measurements that she needs, so we will be asking her to remeasure as we suspect she will need a cover a little smaller then what she originally ordered. We look forward to working with this customer to provide her with a great fitting cover.

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Customers W
map-marker Brampton, Ontario

The Cover Guy is a BBB Accredited Business

The Cover Guy is a BBB Accredited Business Complain to them - They Give him a A+ because no one complaines to them http://www.bbb.org/kitchener/business-reviews/sp />on-114**** Protect other customers BBB Accreditation A BBB Accredited Business since 22/11/2011 BBB has determined that The Cover Guy meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public. BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
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Loss:
$400
2 comments
laykai H

You are not an accredited business in the United States according to the BBB!!! Unless you have another business name......

Guest

The Cover Guy is a BBB accredited company. This accreditation is not given unless a company is in good standings with no complaints with in a certain time frame.

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Anonymous
map-marker Vancouver, British Columbia

THE COVER GUY hot tub covers are very low quality using the cheapest materials.

BUYER BEWARE! We just took delivery (free delivery) of a 'DELUXE HOT TUB COVER' manufactured by 'THE COVER GUY'. At $400, it is now clear to me why they can offer free delivey and still do very well on the sale!! Sure glad I didn't order the base version!!! This cover is made with a thin outer vinyl cover and the inside liner, that is supposed to protect the insulation core from the high humidy envoronment within the closed lid, is nothing but light grade woven tarp material (think cheap camping tarp from Canadian Tire). There is no way this is going to be an effective primary vapour barier.The expanded polystyrene (styrofoam) core material is much too light / cheap (i.e. low density like packaging material you discard after buying a TV) to have any hope of long term durabillty. My previous cover lasted a full 8 years. This cover will be lucky to last one year. Workmanship is also shoddy as the inside silver tarp material is clearly visable at the hinge point on both sides of the cover. I know THE COVER GUY web page seems to have lots of rave reviews because I read them before odering my cover........my review won't be one of them!!
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1 comment
Guest

I have a cover from The Cover Guy. This cover is over 4 years old and is of great quality.

Still looks like the day I received it with minimal wear. I am very happy with my cover from The Cover Guy

ericreg
map-marker Monroe, Michigan

Did't cover warranty

Updated by user Jan 14, 2012

I took down my video. The Cover Guy took care of my problem in a timely fashion (about 2 weeks). Thanks to Lisa at The Cover Guy.

Updated by user Jan 14, 2012

After posting a you tube video of my defective hot tub cover, I received an email from The Cover Guy offering me a new hot tub cover if I took down the video of my cover. I just received my new cover yesterday.

Original review Dec 14, 2011
I Posted a youtube video of my hot tub cover after 2 years. I purchased it from The Cover Guy and it was manufactured by Prestige Spa Covers. I paid $415 for an "uprgaded" cover. I contacted both companies and The Cover Guy wouldn't do anything and Prestige wanted me to spen $230 for a new cover. I would recommend that no one purchase a cover from The Cover Guy and make sure Prestige Spa Covers doesn't make your cover. That was the worst cover we have ever owned!!!! Check it out. http://www.youtube.com/watch?v=UxM670ph0xs
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Vonryan G
map-marker Monroe, Michigan

Cover made wrong size NO REFUND OR EXCHANGE

Orderd cover 71 inches they made it 78 after it took 2 months to recieve. They will not return calls and only offered to re-make it for 226.00 more...

I will only remove this complaint when you remedy the situation. BUYER RYAN GARRISON.... This company is a rip off at the highest degree. This is the 4th complaint about them just on this site.

I will continue to post on all other review sites untill they remedy this situation and GIVE ME WHAT I ORDERED AND PAID FOR OR REFUND ME MY 279.99 that i paid. People work to hard for you to rip them off like this......

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Loss:
$279
steaming
map-marker Dallas, Texas

Do not use the Cover Guy. They are thieves and ***-artists.

We recently ordered a custom made hot tub cover and lifter from The Cover Guy. Production took way longer than expected and when the cover finally arrived, it was totally manufactured wrong, even though we had sent explicit pictures. We also went over our order many times with Amanda, the administrator. To add insult to injury, the lifter did not arrive. We sent numerous emails inquiring and spent hours trying to contact the company. We were finally told to ship the cover back, buy that we were not to be refunded for the lifter because their documents showed it was shipped. They have stolen $200.00. Please avoid this terrible company at all costs.
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Regjoe G
map-marker Washington, District Of Columbia

The Cover Guy (do not use) (scam)

Ordered online and paid. After processed payment a page comes up saying 3 to 5 weeks production time. Then a week later a email saying that the cover I ordered was for Southern states and Indoor use. Please call with credit card to purchase diff cover. I call and lady is VERY RUDE. I ask to cancell my order. After 1 week I get a refund on my card minus $50 (processing fee). When you call you get NO answer. I think they might be out of business? A bad experience from the get go.THIS COMPANY IS A RIP OFF!
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Loss:
$279
1 comment
Guest

When you place a order on our site with in 48 hours one of our knowledgeable staff will review the order to ensure everything is ok. If we noticed that you have ordered a cover that we did not fit your climate we do contact you to suggest a different cover and give you the choice to change the cover you had ordered.

This goes the same with the measurements. If you had provided the make and model and we had the measurements on file of the tub we would cross reference the measurements and contact you with any inconsistencies.

Again, this is all done with in 48 hours of placing the order. At any time we can be reached at 866 622-****, just press 0 for the first available representative.

Ryne Gjp
map-marker Toronto, Ontario

Sent cheaper hot tub cover

In 2006 we had ordered an extreme hot tub cover from the Cover Guy. We were very pleased with the product. Only 4 years later, the stitching was falling apart. We contacted the company and they said it would be replaced at a pro-rated warranty (in other words they only took off $60) and we ordered another extreme weather cover. The new one came in and it wasn't what we had ordered. The vinyl was very lightweight, and the foam was only 3" instead of 4". Contacted customer service and we have been given the run around. Last week they finally agreed to replace it, but get this, we have to send the one we received back first before they will start to make the new one. Asked if they were going to pay for our hydro as it will be very expensive to first, lose the heat that it is set at, and then lose a lot of heat since it would be exposed to the air. Last week, they had agreed to send the new one first, then we would have the old one shipped back on the same truck. Now they claim that they never agreed to that. So, asked how is the hot tub suppose to not lose heat? They won't pay for our hydro for the heat loss and their suggestion was to to out and buy some plywood or buy a solar cover. That is really counter-productive to having a heated hot tub!!! We had previously recommended this company to a co-worker and he also had nothing but problems. Will never buy from them again.
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2 comments
Guest

I also tried a cover 4 yrs ago for the cover guy and it lasted maybe 2.5 yrs. Since then I have order a new cover from northernhottubcovers and there are miles of diference.

It still looks and weighs the same as the day i bought it. I would try them

Guest

Sorry to hear it. I had one theirs and it was not too good.

I could never get them on the phone.

The next one we got was from www.hottubworks.com and it was way better...like not even close. They answered their phone too.

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Anonymous
map-marker Harker Heights, Texas

Cover Guy Company is a ripoff

I wanted to let anyone know who is looking for a hot tub replacement cover to avoid the Cover Guy Company. Substandard materials, very poor workmanship, the fit of the cover is not even close. The cover arrived ripped missing stitching in critical areas and overall unacceptable. What even makes it worse is the warranty department is a name only. They will not back up any of thier products, they blame it on everything from the shipper to miss treatment by the customer. I told them I had the cover less than one day and it was junk! They basicly said we got our money. I'm out several hundred bucks I hope it doesn't happen to you.
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Anonymous
map-marker Atlanta, Georgia

Spa Cover Straps Attached Incorrectly

I received a replacement spa cover from The Cover Guy replacing my old one from them. The old one qualified for a discount towards the new one. When I received it, it had one strap on each side. I attempted to call their 800 number, but there was no answer. I sent them an email and they evidently had concocted a cover story to cover their error and provided my with a story by Amanda at extension 204 that stated: We decided to put them on all 4 sides to better hold the cover in place." I queried her why didn't they tell me in advance, and why does it not show spa covers on their website with the straps on all 4 sides? Her response was, "We started doing this about a year ago and haven't changed the website yet." I didn't buy it and she offered 2 hurricane straps at no charge. Understanding that this is about the best I could hope for I accepted, however, I will not do business with them again. This entire fiasco is lame.
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1 comment
Guest

I received a cover guy cover as well and the straps were on each side of the cover. This works well as we have a lot of wind in our area and it keeps the cover from coming off the spa.

They were placed perfectly for our need.

I would recommend them to anyone! They are custom made covers so why not just ask to have the straps placed where you would want them!

Anonymous
map-marker Englewood, Colorado

Slow in response

Quick service after ordering, and they caught my measuring mistake. (Good customer service) When product arrived the accessory (cover cap) was torn from packaging staples.They were some what slow in authorizing refund and even slower notifying us that they received item, and even slower in getting authority to issue credit back to us rather than replace.

Finally got refund, but in this day of electronic communication, they were very disappointing about their (customer service). The product seem to be of a lesser quality than my original factory cover, and I thought the tie downs were of a lesser quality and in poor locations for our needs

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3 comments
Guest

I have to echo what the origional post said. Its impossible to get them on the phone, as their phone system hangs up on you. Customer service is a joke, and I had to call my cc agency to get a credit for a lifter that was never shipped

Guest

we received our spa cover from The Cover Guy and it fits better than the original. better quality as well.

The service was fast and friendy.

i never order on line without seeing the product but The Cover Guy delivered what they promised! i would recommend them to anyone.

Guest

We purchased our cover from The Cover Guy this year and they were great. The sales people were friendly and very knowledgeable.

The cover is great quality and by far better than the ones the dealer were offering for twice the price. I would recommend The Cover Guy covers to anyone

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Anonymous
map-marker Rochester, Minnesota

Received hot tub lid w/one strap on each side

Received hot tub lid today, ordered in May. Sent dimensions for lid with company and type of tub I had. They sent email, stating they were increasing dimensions...we said no...keep it as ordered....thought all would be fine, but not sure...size is fine...but they put one strap on each side. This does not accomodate my tub. Called them, they finally answered...stating this is how they make them, when I said this will not work for me, they hung up and would not answer their phone...caller ID put me to their voice mail. I will NEVER buy a product from them again..will now fight it via my credit card company.
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Loss:
$490
3 comments
Guest

Thank you for your response and also for handling this situation with me. I will be making the diagram and getting this to you.

I also appreciate that you are not an OEM, however, the information regarding your strap location would have been appreciated as I would have contacted you before you made the cover, thereby avoiding the current situation.

Sincerely, Mavis

Guest

I will also work with you to get this resolved if possible, however, I will not apologize for our conversation. I DID NOT USE ANY INAPPROPRIATE language, listen to your recording.

The person(s) on the other end of the line gave me a "song and dance" about why I have a lid I can't use as is, after spending $500. I will not be "bullied" into accepting a product that I can't use without modifying my tub...when I stated I didn't want to hear excuses and that this was unacceptable you hung up on me and sent my two attempted calls to a voice message, and now converse with me through email. Says TONS about your company. Regarding specific location on the tub for the straps...we have owned hot tubs for 18 years.

The lid straps have always been two on two sides not one on four. The picture on your website shows the straps as I expected them... two on two sides of the lid. Finally, there was NOTHING on the order requesting specific strap location, thereby providing a " red flag" that the straps would be placed in the middle of each of the four sides if not ordered otherwise.

It would have been easy to do this, especially as I had to specify that the lid be made to my size request of 92" as on the original order, after you had emailed me stating you were changing my request to 93". The position of the tub on our deck is also set up for two-two sided strap positioning on the lid for accessibility.

I want the straps placed according to option 1 below, specifically as stated: "1) we can bring the vinyl back and with a detailed diagram supplied by you we will change the strap location for you." According to the statement above you want me to remove the structural panels, is this correct?

If so, I will do this and make a diagram showing desired strap position, and I will also mark the lid where I want the straps placed. I will proceed when you get back to me regarding shipping options.

Guest

Email sent to customer:

Mavis, thank you for your phone call but we do not appreciate your language or your yelling over the phone. We are more then happy to help you out with the issue you have with your cover, but we will not accept the way you speak with us.

We are a aftermarket company so we strategically place the straps to provide you with the best resistance against the wind. You did not specify a specific location so so we did strategically place them as I have explained above.

If you are not happy with this location we have a few options:

1) we can bring the vinyl back and with a detailed diagram supplied by you we will change the strap location for you

2) we can send you wind straps which will be external straps that you can use instead of the straps you received with the cover.

Please let us know know how you wish to proceed and we will get either one of these options done for you as quickly as possible.

Thank you,

Regards,

Lisa

The Cover Guy

www.thecoverguy.com

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Thoughtful
map-marker Summit, New Jersey

Roll the dice...with the Cover Guy

The main thing to understand when buying from the Cover Guy is that they are just a Middle Man. They don't make the covers, they just take your order and pass it along to the plant that will make it, and keep the difference.

The cover I ordered included and upgrade($)for a heat seal that goes between the two halves. This seal was two inches shorter on one end than the width of the cover, thus leaking heat. On cold mornings you can see a steady stream of steam escaping.

Also, after just a couple of months, water is collecting under the vapor barrier. I was offered an upgrade for that too, but declined thinking that it would have to at last as long as the original cover without it.

Bottom line is that you really have to be motivated to be without your spa for the duration of the time that the cover would be tied up in shipping- if your request for a replacement was even honored. Many reviews I had read before making my purchase, stated that too often they were given the run around. this applied to several cover replacement sites.

I look at it as if it is a roll of the dice. You may luck out and get a perfect cover, but if you don't, the money you saved by not buying from a place where you could do a face to face return is lost in inconvenience and aggravation.

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5 comments
Guest

I ordered my cover 1 month ago tomorrow, and included the "rush fee". To their credit, the initial cover was delivered, but it was damaged in transit so we were told to decline it.

It has now been 2 weeks and I have no update on the status, no tracking no, no expected delivery date.

The status on the web site still says "remake". If they do the right thing and contact me with an update, deliver the cover, and credit my "rush fee", I will post an update.

Guest

uhoh, naturally i'm reading these reviews after the purchase and delivery. Cover came without the cover tie down locks that attatch to the spa.

There is also what looks like a worn spot on the "heat shield". Keep in mind that is without using the cover yet because the cover lift assembly I purchased with this cover arrived in several broken pieces. Contacted company and told to provide "pictures" showing what was damaged. Never had to do that before.

Will keep you updated on progress. Five weeks to get product, one week unable to use so far.

Guest

The Cover Guy is not an American Company, When you purchase from them your credit card company will charge you a foreign transaction fee. If you have damage inside your box they will tell you tuff we want help you get it repaired or replaced.

Guest

The Cover Guy fully supports all the products we sell, and we strive to provide the best customer service that we can.

If any of our valued customers have any issues with their covers we do ask that they contact us directly and we will work with them to come to a resolution.

The average life of our covers is 5-7 years depending on upgrades and handling.

Our covers are the best in the industry because each cover's foam is sealed in plastic, not tape like many lower quality covers, and each cover has two pillows on either end of the seam to prevent heat loss. We also offer and recommend the vapour barrier and insulted hinge that help improve the covers longevity.

The vapour barrier is a thick chemical resistant plastic sealed to the foam to completely prevent the foam from absorbing any water. The insulted hinge is a full length pillow that runs the entire seam of the cover to prevent any potential heat loss from the center seam.

We make each cover based on the size, color, shape and dimensions specified by the customer.

We are a custom Hot Tub Cover provider so we always recommend that you double check your measurements.

When a cover is delivery to a customer we emphasize that they check packaging for damage before they sign. If the cover is damaged we will replace the cover within a reasonable time frame.

The Cover Guy has a long standing record of positive feedback from our many satisfied customers that are now becoming repeat customers for accessories for their covers.

The Cover Guy provides custom made covers, and even though it is rare, issues will occur. However we look at issues as a opportunity to improve upon our customer service and ensure all our customers can be added to our long list of satisfied customers.

We appreciate and welcome all feedback.

Guest
reply icon Replying to comment of Guest-92641

Please do not buy into the cover guys BS. After a delivery of a third cover..all damaged in shipping.

I was told each time that they would double wrap and double box the cover and that didn't happen. No tie down brackets in the box!!

I took all the pics of the damage and it's a good thing because I had to file a dispute through PayPal to get some credit back on the cover. Do yourself a favor..by your cover elsewhere and save yourself the aggravation.

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chelsee Nwn
map-marker Washington, District Of Columbia

Would not replace spa cover that mildews

Purchase a new $400 spa cover about 4 months ago from "The Cover Guy" and started mildewing on the inside even though they say it was mildew treated to prevent mildew. Never had this problem with old cover.

And they refuse to cover under warranty or replace. A good spa cover does not have this problem. Please do not buy from The Cover Guy or Ideal Spa unless you like wiping up mildew every week.

I guess my saving a few dollars from buying on the internet did not work this time and will deal with local supplier in my town.

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Loss:
$400
6 comments
Guest

2008 ??? Can't believe these Sh*tbirds have been screwing customers over for EIGHT YEARS !!

Wow !

Guest

I like how all the comments in support of this company just happen to be from Ontario, CA. Obviously they are comments coming from what appears to be Cover Guy employees.

Guest

We had a great experience with the cover guy. It was quick and easy just the way I like it. I would recommend them.

Guest

I just wanted to let you know that I received my cover last week and it is

great. It looks awesome and fits perfectly the skirt is snug and seals

perfectly around the tub. I went for the extreme 5" X 4" thick cover to get

the extra insulation and I can't believe how light it is. After struggling

with the old waterlogged cover for months and months this new one is so

light and easy to open and close. These covers are awesome and highly

recommended. I was sceptical about buying without seeing the product first

but took the leap off faith and couldn't be happier that I did. These covers

are better and less expensive than anything I could find anywhere else.

Excellent product good price worth the wait for it to be built to your

specifications. fits my tub perfectly.

Thank You Cover Guy!!!

Very Happy Customer

Guest

Great Price! Great Service!

Great Cover! I ordered a cover from The Cover Guy online and I have to say my experience was excellent from the ordering to the delivery of my cover.

It was seamless and effortless and what a beautiful cover. I highly recommend The Cover Guy!

Guest

I had to laugh when I read this. You should clean your water and filter more often, mildew on your cover has nothing to do with your cover, just your poor water chemistry.

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