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1.6
Details
The Cover Guy - Little response and lack of taking responsibility
Received cover, first bit of wind and cold cover buckles broke, single thread seems ripped at both buckles. Wrote cover guy there response was to send me 4 little buckles with now way to attach them and took no responsibility for the rips and tears in the cover. Then I...
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1 comment
TheCoverGuy
#1694620

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize that our product and service did not meet your expectations.

If you would kindly take the time to share your concerns with me at feedback@thecoverguy.com, I would be happy to help resolve the situation for you.

Thank you. Sincerely, Anne Customer Care Manager

Review
#1547218 Review #1547218 is a subjective opinion of poster.
1.6
Details
Ask for warranty for a 18 month old cover holding water inside, they said that had to pay $125.00 for replacement of the cover and $110.00 for shipping to me. Originally paid $425.00 for cover, figured why pay any more money to a sorry company that manufactures below...
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5 comments
TheCoverGuy
#1693753

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Our goal is to provide a consistently reliable product and an exemplary level of customer service.

Could you please contact us at feedback@thecoverguy.com so that we can rectify the situation for you? Sincerely, Anne Customer Care Manager

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Review
#1545279 Review #1545279 is a subjective opinion of poster.
Cons
  • Substandard product
Reason of review
Warranty issue
Loss
$420
Preferred solution
Price reduction
Resolved
3.2
Details

Update by user May 20

See my updated comment.

Update by user May 20

After my review went up, I was able to get a refund without the cancellation fee. I'm now satisfied, but it would have been better if they had a less punitive cancellation policy like the one I got from the company that I eventually ordered from...

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1 comment
TheCoverGuy
#1686550

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Please contact us at feedback@thecoverguy.com if the situation isn't resolved to your satisfaction. Sincerely, Anne Customer Care Manager

Review
#1533446 Review #1533446 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • Website
Cons
  • Cancellation policy
Reason of review
Return, Exchange or Cancellation Policy
Preferred solution
Full refund
Tags
  • Poor Customer Service Satisfation
Resolved
4.2
Details

Update by user Jun 29

Anne refunded my money and sent me my cover! Many thanks to her for doing her job when others didn't! I have been enjoying my hot tub thanks to her and the PC team!

Original review posted by user Apr 23

I bought this cover because it was the best priced and made locally. Over a week after paying (after the...
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1 comment
TheCoverGuy
#1679772

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Our goal is to provide a consistently reliable product and an exemplary level of customer service.

Could you please contact us at feedback@thecoverguy.com so that we can rectify the situation for you? Sincerely, Anne Customer Care Manager

Review
#1520434 Review #1520434 is a subjective opinion of poster.
Service
The Cover Guy Shipping Service
Resolved
3.3
Details

Update by user Apr 25

company called and they said they had upgraded the phone system which gave every one new extension numbers and deleted all old voice mails , they apologized for the lack of communication and were quiet helpful in resolving all my issues. said they were going to...

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1 comment
TheCoverGuy
#1681812

Hello, We are happy to hear you are satisfied with our follow-up. Thank you for sharing your feedback!

It is our pleasure to serve your hot tub needs.

We consider it our privilege to have you as a customer. Sincerely, Anne Customer Care Manager The Cover Guy

Review
#1520125 Review #1520125 is a subjective opinion of poster.
Product
The Cover Guy Cover
Reason of review
Poor customer service
Loss
$500
Preferred solution
Deliver product or service ordered
1.2
Details
please see the attached the cover we purchased last july has a defect see pics...plz replace asap thanks see orig order attached as you can see holes are on innersole so is defective material has little holes starting at creases not even one year old $500 cover
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1 comment
TheCoverGuy
#1679777

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Our goal is to provide a consistently reliable product and an exemplary level of customer service.

Could you please contact us at feedback@thecoverguy.com so that we can rectify the situation for you? Sincerely, Anne Customer Care Manager

Review
#1516644 Review #1516644 is a subjective opinion of poster.
Pros
  • It at the beginning but process was slow
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$500
Preferred solution
Deliver product or service ordered
I am more disappointed than pissed. I special ordered an oversized hot tub cover last October which couldn't accomplish the number one task required. It would not hold the heat in. The product is obviously ill designed and cheaply made. The materials used were...
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1 comment
TheCoverGuy
#1679778

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Our goal is to provide a consistently reliable product and an exemplary level of customer service.

Could you please contact us at feedback@thecoverguy.com so that we can rectify the situation for you? Sincerely, Anne Customer Care Manager

Review
#1499814 Review #1499814 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Reason of review
Bad quality
Loss
$750
Preferred solution
Full refund
i had ordered a spa cover and never received it. I had made several attempts to reach them and didn’t receive a response until after I contacted pissed consumer. It was amazing. I guess they check your web site. I heard from them immediately after that and within a...
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1 comment
TheCoverGuy
#1681283

We're glad we were able to resolve this to your satisfaction. Thank you for sharing your concerns and feedback. Sincerely, Anne Customer Care Manager The Cover Guy

Review
#1475289 Review #1475289 is a subjective opinion of poster.
Product
The Cover Guy Spa Cover
Reason of review
Good quality
2.2
Details
The Cover Guy - Waterlogged cover
I bought a new cover for my hot tub in December, 2016. I didn't install it until later in the spring of 2017 so I could get a new hydraulic lifter (which I also bought from the cover guy.) I don't use the hot tub after April or May until I fill it back up in November,...
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1 comment
TheCoverGuy
#1681284

Hello, Thank you for letting us know about your recent experience with The Cover Guy. I apologize if our service did not meet your expectations, and appreciate you taking the time to share your concerns with us.

Our goal is to provide a consistently reliable product and an exemplary level of customer service.

Could you please contact us at feedback@thecoverguy.com so that we can rectify the situation for you? Sincerely, Anne Customer Care Manager

Review
#1459634 Review #1459634 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Reason of review
Warranty issue
Loss
$365
Preferred solution
Full refund

The Cover Guy in Niagara Falls, New York - BROKEN and TORN STRAPS

The Cover Guy - BROKEN and TORN STRAPS
The Cover Guy - BROKEN and TORN STRAPS
The Cover Guy - BROKEN and TORN STRAPS
3 of the 4 of my traps stitching came off my cover and now it will not secure. I called and emailed them and they don't care and want me to buy a new one.
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Review
#1443730 Review #1443730 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Reason of review
Bad quality
Loss
$200
Preferred solution
have someone come out and fix the straps or replace it not on my cost