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This past October, 2017, we needed to replace our spa cover. We have a large spa, seats 10, so we expected it to be kind of pricey. I saw an add online which was for the Cover Guy. We measured as they told us and did receive a spa cover that fits fine. Here are the 2...
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1 comment
Anonymous
#1514207

Hello PetiteRabbit,The shipping policy is to inspect and sign as received in good condition, which you did. You even write the driver helped you - why not check the last side?

You have posted anonymously so we do not know who you are. We do work with customers who do not complete inspection, offer concealed freight damage claims but the decision is the carrier's evaluate. There are always options to repair or replace depending on your damages. The damage rate is very low and the boxes leave production brand new.Most of the lifters we offer are adjustable for spas up to 96".

The bars slide in to side or cross bars.

Lifter exceptions are due to radius corners of hot tubs, your preferences and surroundings. You do not identify yourself, your order cannot be reviewed.Thank you

Review
#1284838 Review #1284838 is a subjective opinion of poster.
Product
The Cover Guy Spa Cover
Reason of review
Lifts are the wrong size
Loss
$320
Preferred solution
At least some lifters that are appropriate for our spa cover
2.0
Details
Phoned in my tub measurements, with my concerns. I was informed by Claire that they have my tubs measurements on file and they would make the cover by their measurements. Result is a cover way too big, in fact my cover had to be modified for the too wide cover....
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1 comment
Anonymous
#1501993

Hello Marc S.You provided your make and model, we provided you with the measurements we have on file and you asked us to ADD an inch to these. Specs on file are 76" x 76" and you ordered 77" x 77".

Your hot tub pictures you sent show sizing at 75" and your old cover was 74.5", which does not make sense!Wow what confusion with all the different dimensions. This is why we suggest to all our customers to get out the tape measure, ask a friend to hold one end and measure the acrylic to the widest.When the order was placed you were uncertain, we guided you. We tell everyone the cover is custom made to the half inch.

Sorry Marc, you confirmed the 77 was how you wanted to proceed. The cover hangs over a bit but does not look that bad.

Review
#1275112 Review #1275112 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Cons
  • Cover to big
Reason of review
Cover too big
Loss
$11
Preferred solution
The Cover Guy to come and look at the cover and we'll go from there.
Tags
  • Made Incorrectly
I ordered and paid for a cover to be sent to my city, they new my address when purchased it. To deliver it now want more money, I live 20 minutes from the second biggest city in Manitoba. they are trying to get more money out of me and scam me. Beware of this when you...
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1 comment
Anonymous
#1482054

Hello Brian,Your ship to address is considered an outlying area for the carriers used to ship oversize hot tub covers. Any extra charges are manually calculated.

And we also offer the option to pick up the cover a the carrier's depot.We do ask the consumer to contact us if they live in an outlying area before purchasing.As per your request your order was refunded yesterday, an email was sent. Please allow your credit card 48 hours to apply it back to your account.Freight rates can change with the carriers, perhaps your daughter did not pay any extra charges if this was over a year ago and based on the size of the cover.

Review
#1256241 Review #1256241 is a subjective opinion of poster.
Service
The Cover Guy Shipping Service
Cons
  • Free shipping in canada then want money to ship after prepaid
Reason of review
Poor customer service
Preferred solution
Full refund
1.4
Details
First off, I should have read all these reviews before purchasing my hot tub cover because then I wouldn't be out hundreds of dollars for a hot tub cover with *** in it along with the stitching already coming apart. Both the The Cover Guy and the YRC Freight company...
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2 comments
Anonymous
#1482005

Hello DearestTiffany,We do not have an order in our system under the name Tiffany that received their cover damaged. Please contact us to identify yourself.Our shipping policy and the blurb we send with tracking advises you to inspect the box and cover for damages before signing the waybill as received in good condition.

Once you have signed this is in your ownership and you would be responsible for filing a freight claim with YRC.We do work with our customers that do not follow procedure. Again when you identify yourself, we will review your file and work with you.Thank youClaireThe Cover Guy

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Review
#1253415 Review #1253415 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • That they seemed like a reputable company
Cons
  • Entire company as a hole
  • Warenty the way they handeled the situation
Reason of review
Problem with delivery
Loss
$450
Preferred solution
Full refund
1.8
Details
We purchased a hot tub cover with the so called 7 year warranty. Less then one year we got a wind storm the locks we so cheap they all broke in the storm . The cover came off and went across the deck tearing the cover on the bottom side . To add to this the handle also...
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4 comments
Anonymous
#1488068

I contacted the company in October of 2017 about flaking on my cover it is falling apart I sent him pictures of what was happening so far all I get is a runaround the cover is becoming brittle and flaking and you can mark it with your fingernails if told me to get some paint from a company and painted well that didn't work we're in the Florida weather 24 hours a day 365 days a year the cover is supposed to be guaranteed Jim Camp Daytona Beach Florida

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Review
#1251684 Review #1251684 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • Helpful when ordering
Cons
  • Warranty service
Reason of review
Not as described/ advertised
I recently ordered a hot tub cover on- line. A at the end of the order I received a promotion online for 10% off on any filters. I ordered the filter and there was no discount. I called them to ask them about it and they said they had no discount offer online and send...
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Review
#1247945 Review #1247945 is a subjective opinion of poster.
Service
The Cover Guy 10-Percent Off Deal
Reason of review
Pricing issue
3.9
Details
While we spent several months dealing with someone at customer service we became very frustrated. I decided to write reviews and then We were finally contacted by Claire, an agent in customer service who has assured my husband we will get our issue resolved. I would...
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1 comment
Anonymous
#1465910

This customer situation involved them not receiving the shipping blurb as they had internet problems. Most areas require a delivery appointment in order to inspect the cover before signing that it was received in good condition.

This customer signed for a damaged cover which leaves them responsible for filing a freight claim with the carrier.

The carrier denied their claim as they signed for it plus they threw out the box or at least the driver did. There was no proof where the damages were caused.Yes we did help out this customer with her situation as we try for all our customers.We do prefer customer follows instructions so they can avoid frustrations.Please read the terms on purchase, contact us if any questions.

Review
#1236551 Review #1236551 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Reason of review
Claire came to the rescue. Credit needs to be given and this lady deserves it.
3.9
Details
Although I am currently satisfied with the quality and delivery of my hot tub cover, as well as the style and proper cover for my region and the videos that help in the measurement and placement of my cover lifter.. BE AWARE that this company is located in Canada and...
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2 comments
Anonymous
#1500910

This is painful to read. I ordered a cover in May, 2018 and now 5 weeks later there is no indication they are going to make/ship it.

What is worse, is that when i asked about the status of the order a few weeks ago, i was told it was shipped in early April, a month before I ordered it. Not only that, but they said it shipped to Florida, but I live in New England. They also claimed they shipped it with Yellow Freight, but a call to that company confirmed they've never seen a shipment scheduled for my address.

Now The Cover Guy people are not returning calls or emails. I have a really bad feeling about this.

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Review
#1217224 Review #1217224 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • Ease of ordering
Cons
  • Foreign transaction fee
Reason of review
Foreign Transaction Fee
Loss
$17
2.0
Details
First of all, I’ve ordered two covers over the past 6 years, with no issues. This last cover was a warranted item. I was told that the cover was to be made in a new factory that they use in Pennsylvania. I was pleased with that since I live in Michigan and Pennsylvania...
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1 comment
Anonymous
#1439605

Hello Roger,We use different manufacturing facilities depending on your location. Our PA and CA production has the vinyl only sewn in MX and as you can see it is well-made and high quality.The lifter plates are inserted in the foam, your cover requires this as your lifter screws directly into the cover sides.

We asked you to confirm one of two diagrams on where these should be installed. The previous cover installed them the full-length sides and back end. Please see your emails we sent you on from January 31st and February 8th. The diagram option you indicated you only required plates on the sides.

We followed the information you provided.We are sorry you had to post on this website, as people can see we did try to work with you and help you out with the mistake that was made. Customer’s choosing the wrong diagram is a very rare error.

Review
#1199284 Review #1199284 is a subjective opinion of poster.
Product
The Cover Guy Cover
Reason of review
Return, Exchange or Cancellation Policy
1.6
Details
I ordered a $475 deluxe hot tub cover in October and have not been able to get anywhere in getting my order fulfilled. AMEX reversed the charges in February after futile attempts to get anyone from this company to respond. On October 13, 2017, I ordered a deluxe cover...
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1 comment
Anonymous
#1436848

Hello Brian,An email was sent a couple days after purchase to confirm the lifter plate position diagram plus questioning the oversize dimensions on the order as you are asked to contact us for covers over 96 inches. A second email was sent a few weeks later. We apologize a third follow up phone call and email should have been sent since we did not have a response from you, this step was missed.You may have not received this if you incorrectly entered your email address or if the messages were sent to your spam/junk folder.We suggest customers contact us directly should they have any concerns or questions for ordering.

Review
#1192540 Review #1192540 is a subjective opinion of poster.
Service
The Cover Guy Shipping Service
Reason of review
Problem with delivery
Loss
$475
Preferred solution
Full refund