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The Cover Guy

The Cover Guy

www.thecoverguy.com
What is your customer experience with The Cover Guy?

The Cover Guy Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • The Cover Guy has 1.7 star rating based on 131 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.

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Media from reviews

The Cover Guy - Customer service is horrible/ damaged product
The Cover Guy - Customer service is horrible/ damaged product - Image 2The Cover Guy - Customer service is horrible/ damaged product - Image 3The Cover Guy - Customer service is horrible/ damaged product - Image 4The Cover Guy - Customer service is horrible/ damaged product - Image 5The Cover Guy - Customer service is horrible/ damaged product - Image 6The Cover Guy - After sale service non existing
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Top The Cover Guy Reviews

Critical Review

"Spa cover failed in less than 2 yrs"

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I bought the high end cover with a lot of bells and whistles and it did not last 2 yrs. Other covers lasted years before failing. Over $800 gone-sold a bill of...

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Pat H Bza

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Verified Reviewer

Spa cover failed in less than 2 yrs

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I bought the high end cover with a lot of bells and whistles and it did not last 2 yrs. Other covers lasted years before failing.

Over $800 gone-sold a bill of goods. Steer clear of this company if you value the money you pay for your goods.

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User's recommendation: avoid them

Pat H Bza

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

Expensive Spa cover failed in less than 2 yrs

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I bought the high end cover with a lot of bells and whistles and it did not last 2 yrs. Over $800 gone-sold a bill of goods.

Other covers lasted years before failing.

They offered another cover for a 10% discount on the cover but no add ons. A rip-off.

I started to look at other reviews for The Cover Guy and see how poor their ratings are. I wish I had heeded the warnings.

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User's recommendation: Do NOT buy hear

Chyrel Fvq

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Verified Reviewer

Not owning up to their mistake in production

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Beware when you order a hot tub cover from The Cover Guy. Even if you follow their online order form, they will find a way to state that they required 'special instructions' from you and refuse to admit their mistake.

Case in point - we ordered a hot tub cover, selected the correct manufacturer, model and year of production.

Their form gives you back the exact measurements. We verified that they were correct. We then looked at THEIR illustration of where the straps are placed. The illustration clearly shows that the C placement is right exactly at the end of the corner radius.

What we received were straps that were approximately 5" towards the center, meaning that the straps would fall in the middle of the hot tub door louvers, with no place to screw in the bottom half of the clip.

When I FINALLY was able to speak to a supervisor after having NO success with their email customer service, he stated that they 'followed industry standards for strap placement' and even though he agreed that both of my points were valid, they still expected me to pay for them shipping out a replacement cover skin AND find someone to install it as neither my wife (acute arthritis) and myself (cancer treatment) would be able to do the repair ourselves.

The other issue which they flat out refused to admit was that the color of the the cover we received was not at all the same as the image on their website.

Now on the phone, the supervisor was polite but still refused to admit their mistake and totally rectify it at no cost.

Even if they did, we still would have had to pay someone locally to install the replacement skin.

I would never buy anything from The Cover Guy again. And if you look at other reviews on Google Reviews you'll find I am NOT the only one.

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User's recommendation: Do NOT order from TheCoverGuy.com!

Sheila M Ina

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Verified Reviewer

Customer service is horrible/ damaged product

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Updated by user Jul 09, 2024

They sent a new cover without responding to our phone calls or emails. They refused to respond to our concerns and questions, won’t ever buy from them again,

Original review Jun 24, 2024
We ordered a hot tub cover that arrived damaged. We also noticed that the price quoted was higher on the final receipt.

They were including a bubble cover for free, which we didn't want, but still showed it was free but that they added the cost of it by increasing other items by five dollars. Customer service wouldn't call back but just continued emailing, ignoring our concerns. We sent pictures more than once of the damage and the discrepancy in the receipt. They didn't acknowledge our request to adjust the price and they wouldn't call to discuss the damages.

They asked for pictures several times after we had already sent them. They finally sent another cover without discussing it with us and won't respond to any further emails.
View full review
Pros:
  • Cover is made to fit your hot tub
Cons:
  • Price keeps adding up customer service is horrible

Preferred solution: Apology

User's recommendation: Don't buy from The Cover Guys.

Resolved
Robert L Agp

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Verified Reviewer
| map-marker Cassville, New Jersey

Resolved: Crap Product, worse customer service

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Updated by user Oct 06, 2024

Company fixed the issue and I have been provided with apology.

Original review Sep 09, 2024
First Experience: purchased a cover, after a few heavy rains the center began to sag and eventually the cover gave and the interior vinyl split. Even after providing all the required receipts and photos showing poor workmanship (product failure) and that my purchase was within the "hassle free warranty" timeframe, I was emailed that "the production team denied my warranty claim", but they would send me a "complimentary cover cap which is a $100 value".

Unfortunately, I made the mistake of giving them another shot and ordered another cover from them that this time arrived damaged. When I attempted to return the cover, I was told "we apologize, but all sales are final" and they refused to take it back.

SAVE YOUR MONEY AND DO NOT DO BUSINESS WITH THIS COMPANY. IF ZERO STARS WAS AN OPTION THAT WOULD BE MY RATING.
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User's recommendation: STAY AWAY

Robert L Agp

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Verified Reviewer
| map-marker Cassville, New Jersey

STAY AWAY FROM COVER GUY

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DO NOT DO BUSINESS WITH THIS COMPANY

First Experience: purchased a cover, after a few heavy rains the center began to sag and eventually the cover gave and the interior vinyl split. Even after providing all the required receipts and photos showing poor workmanship (product failure) and that my purchase was within the "hassle free warranty" timeframe, I was emailed that "the production team denied my warranty claim", but they would send me a "complimentary cover cap which is a $100 value".

Unfortunately, I made the mistake of giving them another shot and ordered another cover from them that this time arrived damaged. When I attempted to return the cover, I was told "we apologize, but all sales are final" and they refused to take it back.

SAVE YOUR MONEY AND DO NOT DO BUSINESS WITH THIS COMPANY. IF ZERO STARS WAS AN OPTION THAT WOULD BE MY RATING.

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User's recommendation: STAY AWAY!

Scott C Kex

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
|

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Verified Reviewer

After sale service non existing

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The Cover Guy - After sale service non existing
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The Cover Guy - After sale service non existing - Image 3
Contains 1 confidential file for company representatives

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

Anonymous
map-marker El Dorado Hills, California

The Warranty is a scam

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I am on my second the cover guy cover. Each one decayed in less than 2 years. They offered a 10% warranty for a new purchase.

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User's recommendation: Don't buy a cover guy cover

Dave W Zpz

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Verified Reviewer

Never received order

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Wish I had read the reviews. I ordered and never received my order.

I have called, emailed, and chatted. Once I got a response saying they shipped it but cannot provide a tracking number.

It's been over 6 weeks, hopefully my credit card company will help. Please don't try this company!

View full review
Loss:
$547

Preferred solution: Full refund

User's recommendation: Don’t use this company

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
Updated by user Mar 26, 2024

No response like before

Original review Mar 19, 2024
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

Tim L Hfs

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Verified Reviewer

Sent Wrong Product - Will Not Make Right

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Ordered a cover for my hot tub using make and model selection on their site. The cover received does not fit my hot tub.

After ignoring multiple emails, finally got a response from a voicemail that I left after 5 days from initial contact. They refused to help and told me I had to prove them wrong in order to get any assistance instead of looking in their database and admitting fault.

They offered to sell me another one at a 20% discount. Ended up filing a dispute with my credit card after going back and forth for a week and a half.

View full review
Loss:
$650
Cons:
  • Poor customer service

Preferred solution: Replacement of incorrect cover

User's recommendation: Avoid

Anonymous
map-marker Eau Claire, Wisconsin

They don’t stand by their product. No warranty

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Our cover has *** after less than a year. I have been trying to contact a supervisor for over 6 months and have this replaced as their website says hassle free warranty.

Ha that is so false . They dont cover anything.

We paid over $500 for this cover and it took over a month to receive and now it is junk.

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User's recommendation: Don’t buy a spa cover from them

Resolved
JACK B Fom

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

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Contains 1 confidential file for company representatives
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
View full review
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

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

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!

View full review
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

About

Summary

The Cover Guy is an American company. The company specializes in developing, manufacturing and distributing of hot tub covers. The company is headquartered in Niagara Falls, New York. The Cover Guy offers a huge selection of replacement spa covers and hot tub covers. The company claims to make its covers of the best materials. The Cover Guy offers such products as Deluxe Hot Tub Cover, Standard Hot tub Cover, Scum Ball, Extreme Hot Tub Cover, Hot Tub Cover Cap, a number of related accessories such as lifting device, cover rocker, and so much more.

In addition, The Cover Guy provides the covers of all possible fits and colors.

The Cover Guy reviews and complaints

The Cover Guy is ranked 84 out of 438 in Pools, Spas and Plumbing Supplies category

Area Served

Canada, USA

Payment Methods

VISAMasterCardAmerican Express

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