The Cover Guy
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The Cover Guy Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
The Cover Guy has 1.8 star rating based on 121 customer reviews. Consumers are mostly dissatisfied.
50% of users would likely recommend The Cover Guy to a friend or colleague.
- Rating Distribution
Pros: Ease of ordering, That they seemed like a reputable company, Unprofessional and disturbing.
Cons: Customer service, Lied about delivery, Delivery.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
The Cover Guy has 1.8 star rating based on 121 customer reviews. Consumers are mostly dissatisfied.
50% of users would likely recommend The Cover Guy to a friend or colleague.
- Rating Distribution
Pros: Ease of ordering, That they seemed like a reputable company, Unprofessional and disturbing.
Cons: Customer service, Lied about delivery, Delivery.Recent recommendations regarding this business are as follows: "keep your documentation, take photos", "STAY AS FAR AWAY AS YOU CAN FROM THE COVER GUY", "AVOID", "Would never recommend them they lied to me", "DON'T DO IT!".
Most users ask The Cover Guy for the refund as a solution to their issues.
Consumers are not pleased with Exchange, Refund and Cancellation Policy and Customer service. The price level of this organization is high according to consumer reviews.
Media from reviews
Top The Cover Guy Reviews
"Unbelievably terrible customer service"
custom cover purchased in 2015. Became waterlogged last winter. Also stitching is falling apart. I believed there is a 7 year warranty. I wrote to TCG and sent...
"After sale service non existing"
Once they have your $$ they couldn't care less about you if there is an issue. Can't talk to a person on the phone and take weeks to respond to emails. I've...
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
After sale service non existing
- Ease of ordering
- After sale service sucks
Preferred solution: Replacement
User's recommendation: Buy elsewhere
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Poor customer service
After seeing how much original hot tub covers were, I bought one from The Cover Guy. The website is good, described product and options seemed fine so I ordered.
Delivery was not when expected, the truck driver was unhelpful, the box damaged. After installing the lift and lid, I found that they had put the straps in the wrong place. It clearly could not go where the lifter was situated and I originally alerted them as to where they should be (you can even see where the original ones were placed). I wrote to them and they stated that they put them in the "standard" location.
Then, no more responses from them; no offer to discount, send me some adapter, etc. Not pleased.
Preferred solution: Price reduction
User's recommendation: keep your documentation, take photos
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer
Resolved: WARING TO OTHERS
Company fixed the issue and I have been provided with apology. Threaten them with civil action, I informed them that I plan to file in a county 2000 miles away from them. So even if they win the court battle they would loose more money just traveling to the location or hiring a local attorney
THIS IS THR MOST INCOMPETENT GROUP OF PEOPLE YOU WILL EVER FIND IN ONE PLACE.
I ORDDERED A *** TUB COVER 5 WEEKS AGO AND IT SHOULD BE DELIVERED IN 6 WEEKS
IT HAS NOT BEEN CONSTRUCTED AS YET. ALL INFORMATION WAS CORRECTLY SENT TO THEM ON DEC 22 2023
GO AN EMAIL FROM SOME MORON NAMED TIFFANY TODAY ASKING ME FOE A TEMPLATE.
WHEN YOU ORDER OFF OF THEIR WEB SIGHT THE FIRST THING YOU DO IS PICK A TEMPLATE.
AND OF COURSE, NO ONE ANSWERS THE PHONE WHEN CALLED i HAVE CALLED THEN 6 TIMES IN THE PAST HOUR WITH NO ANSWER
- Take money for a job they don do
Preferred solution: Full refund
User's recommendation: STAY AS FAR AWAY AS YOU CAN FROM THE COVER GUY
Seattle, Washington
Avoid The Cover Guy
I urge you not to purchase a hot tub cover from the Cover Guy. We purchased a new cover after our last manufacturers cover lasted over 5 years.
We paid extra for water sealing, so we would not need to also use a floating cover. 1.5 years later, the Cover Guy cover is completely waterlogged, so heavy we cannot open the cover for fear of breaking the cover lift. I reached out to the Cover Guy, and they had me unzip the covers and send pictures of the core. When trying to re-zip the cover, the zippers ripped away from the fabric, and are unusable.
The Cover Guys warranty department offered to replace one core, but shipping was $199 (the entire cover cost $450, and shipping was included, so they were recovering the cost of the core plus profit with the shipping charge). I told them the warranty was worthless, since I could not even re-zip the fabric if I got a replacement core. They have not responded in several weeks, so I must order a new cover from a different maker. AVOID THE COVER GUY.
Their covers are worthless. Terrible Product
User's recommendation: AVOID
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Amarillo, Texas
Poor customer service. And lie about country of origin
- Lies about country of origin
User's recommendation: DON'T DO IT!!!!!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Poor Quality and Service
Two concerns are product quality and customer service. Within three months my cover was showing signs of deep cracks and tears.
This material may be suitable for warm climates but its not suitable climates below freezing. I purchased the most expensive cover for cold climates. They advertise a white glove no hassle warranty experience. Mine was different.
Weeks pass by between email responses.
They make the true claim that the covers are made in North America, but they should be more specific to state they are made in Mexico.
I would advise if you do roll the dice and order from The Cover Guys to use a credit card so you will have a warranty through your credit card because you can't count on the warranty they offer.
I tried to resolve this matter with the BBB and they ghosted the BBB. I'm following the Better Business Bureau's advice and I'm off to see if the Attorneys General office for the state of New York can provide assistance
Preferred solution: Full refund
Sargent, Nebraska
To make sure I ordered the right hot tub cover
Atlanta, Georgia
Try to get someone to call me
User's recommendation: Would never recommend them they lied to me
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Most expensive cover I have ever bought won't keep spa warm
- Cover does not keep spa warm even in socal
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
I lost the package of screws and pieces for the lifter
A Month ago I sent a request off to Customer support for a replacement package of screws etc. that came with the lifter and new cover.
My fault and wanted a price to order them and finish this project before my knee surgery. First, I got an email from Tiffany wanting to know what model. It's a cover guy product?, so I sent her pics. Then I got Amanda who seemed nice enough and wanted my telephone number to call me.
She gave me the price and all I wanted to do was pay. This all started Sept 23rd and now Oct 20th. I have asked repeatedly for a call, nothing. Had my surgery and back home.
It would be nice to get this done.
Interesting also that everybody seemed to get the "you are out of the area for free shipping" and wanted $150 dollars. NOT!!!
- Nice website
- Read the reviews
Preferred solution: A bag of parts I loss to install the lifter I bough from them.
User's recommendation: I agree with another fellow who said buy local. May pay a tiny bit more but safer.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
False Advertising!
- Sounds like nice covers
Preferred solution: Deliver product or service ordered
User's recommendation: BUYER BEWARE, not an honest company!
London, England
Shipping
User's recommendation: Be careful
Wellsboro, Pennsylvania
Product never received, AVOID THIS COMPANY
User's recommendation: AVOID AT ALL COSTS!!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Coatesville, Pennsylvania
Resolved: Poor customer service
Company fixed the issue and I have been provided with product replacement. TCG kindly sent me the parts for free for my inconvenience. Still like the product..
Seemed to work well. Few months later was opening it and a gust of wind caught it and slammed it open. The hydraulic lift shafts both broke at the connections. Well, stuff happens.
Not a big deal. I will replace them. Contacted TCG and got an email back from customer service saying to call and they'd sell me new parts.That was 4/1. It's now 4/29.
I have called literally dozens of times and reached voicemail, left phone number several times, emailed several times. All with no further reply.
Knowing corporate America, they are probably short staffed in customer service. Would not recommend them
- Purchase and delivery was ok
- Customer service
Preferred solution: Just want to buy my replacement parts!
User's recommendation: OK as long as you don't have any customer service issues
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Cover warped 1 year into a 7 year warranty
Preferred solution: Full refund
User's recommendation: Do not buy this product!
Failure to deliver the product
Preferred solution: Deliver product or service ordered
Hello Thank you and we are sorry to hear this. If you could email customerservice@thecoverguy.com with your order info we can look into this, Thank you
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Hello Thank you and we are sorry to hear this. Please email our warranty department so we can work this out with you.
warranty@thecoverguy.com with a copy of your order. Thank you
As you can see from my post I already talked with your warranty department and was told that I would need to replace the the foam at my cost.
Thank you, we would need your account info to work with you. Please email customerservice@thecoverguy.com with your order info. Thank you
I already went through this with you and you refused to help. My order number is CG19-54****. If you would like to offer something better than having me pay for the replacement please contact me using this.