Steve S Raa
map-marker Oak Park, California

You don’t have zero stars

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Warranty is being ignored. The defective new cover I received last year needs to be repaired or replaced. They ignore requests for an update. Why? Phone calls are also ignored.
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User's recommendation: Don’t buy from them

Scott C Kex

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Verified Buyer
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After sale service non existing

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The Cover Guy - After sale service non existing
The Cover Guy - After sale service non existing - Image 2
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The Cover Guy - After sale service non existing - Image 4
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 owned hot tubs for 30 years and have never had mold develop under my cover including the cover I replaced. Terrible service after the sale. I wish I did business with a place that takes phone calls.
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Pros:
  • Ease of ordering
Cons:
  • After sale service sucks

Preferred solution: Replacement

User's recommendation: Buy elsewhere

Daniel L Soz

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Verified Reviewer

Poor customer service

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The Cover Guy - Poor customer service
The Cover Guy - Poor customer service - Image 2

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.

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Preferred solution: Price reduction

User's recommendation: keep your documentation, take photos

Resolved
JACK B Fom

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Verified Buyer

Resolved: WARING TO OTHERS

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The Cover Guy - WARING TO OTHERS
Updated by user Feb 07, 2024

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

Original review Jan 23, 2024
WARNING DO NOT USE THIS COMPANY IF THERE WAS A WAY TO GIVE NEGITIVE STARS I WOULD, ONE STAR IS WAY TO GENERIOUS.
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
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Loss:
$500
Cons:
  • 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

Lance C Vbd

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Verified Reviewer

Poor Product and definately the worst Warranty and customer service.

Purchased an Extreme Cover from The Cover Guy on 03/02/2023 arrived on or around 03/23/2023. So far so good, now less than a year later the cover is cracking on both side where the cover flips over when laid back off the hot tub.

Now they brag about a 7-year warranty but when you try to fill out your warranty application online they let you know all the things they want to see photos of and information they have to have before they will start a claim. The problem is you can't provide all that information because you are allowed to send 5 photos that are too big 20 MB, so by the time you send multiple emails to cover everything they are requesting, you never hear back from them. Call it a scam, or just poor customer service, as a customer you are pissed. I have called over 10 times and have never received a call back.

Someone should shut the company down! POOR PRODUCT And an SH**Hole Warranty department!

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Loss:
$600
Pros:
  • Were fast
Cons:
  • Poor warranty process
  • Poor product and poor custmer service

Preferred solution: Full refund

User's recommendation: Avoid THE COVER GUY for your next Hot tub cover! This company Sucks!

Anonymous
map-marker Seattle, Washington

Avoid The Cover Guy

Avoid The Cover Guy
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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

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User's recommendation: AVOID

Steve S Raa
map-marker Oak Park, California

Zero customer service

A dozen emails have ignored. They ask for more info, more info is provided in detail and then completely ignored by the cover guy customer support. No one is available by phone. They say leave a message but never call back. Do not do business with this crooked company.
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User's recommendation: Do not do business with them

Danny W Taf

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Verified Reviewer
| map-marker Amarillo, Texas

Poor customer service. And lie about country of origin

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The Cover Guy - Poor customer service. And lie about country of origin
Took almost 3 months to receive after repeated e-mails and phone calls. I asked initially where they were manufactured and Amanda told me twice that they were custom made in California as i wanted USA made. After i received the cover it has a large tag that says made in Mexico.
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Cons:
  • Lies about country of origin

User's recommendation: DON'T DO IT!!!!!!

Jason S Ogs

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Verified Reviewer

Poor Quality and Service

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The Cover Guy - Poor Quality and Service
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The Cover Guy - Poor Quality and Service - Image 5

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

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Preferred solution: Full refund

Cheria Lah
map-marker Sargent, Nebraska

To make sure I ordered the right hot tub cover

Please call me at 308-226-****. This is Elizabeth Patten. I ordered a hot tub cover yesterday and I need to know that I need to make sure that I ordered the correct one to fit my hot tub. Thank you very much.
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Anonymous
map-marker Atlanta, Georgia

Try to get someone to call me

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My cover won't fit its 3 in to short told them if thy would send me a 6 in x 66in long to cover the l white that's showing on my tub that my new cover don't cover the same color to match my cover I would be happy but they won't reply back to me a waste of 645.00
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User's recommendation: Would never recommend them they lied to me

Paul M Vvq

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Verified Reviewer

Most expensive cover I have ever bought won't keep spa warm

I purchased a spa cover from The Cover Guy, what a mistake. I leave in Southern California, and the spa is useless at keeping the spa warm. When I sent them an email about it, they told me I could purchase a different foam insert for an additional $350 (Already paid $450 for original cover). I have asked for a refund, stay tuned!
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Loss:
$450
Cons:
  • Cover does not keep spa warm even in socal

Preferred solution: Full refund

Jack W Qon

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

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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!!!

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Pros:
  • Nice website
Cons:
  • 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.

Terri L Kbz

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Verified Reviewer

False Advertising!

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Ordered a cover with free shipping. Then got an additional charge of $199.99 for being out of the area. What a scam! If you advertise as free shipping honor it! If there is a chance of additonal shipping, put it in the check out area. Don't send an email later requesting it! Buyer beware!
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Pros:
  • Sounds like nice covers

Preferred solution: Deliver product or service ordered

User's recommendation: BUYER BEWARE, not an honest company!

Anonymous
map-marker London, England

Shipping

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Purchased a hot tub cover, and now almost 7 weeks later no shipping update on delivery, and 2nd request to have someone in upper management call me for a status.
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User's recommendation: Be careful

Anonymous
map-marker Wellsboro, Pennsylvania

Product never received, AVOID THIS COMPANY

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I purchased a cover online and after several weeks, contacted the company. They stated the cover had shipped and been delivered but I never received it. Total scam of a company! BUYER BEWARE
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User's recommendation: AVOID AT ALL COSTS!!!

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