The Cover Guy

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.

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.

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.

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.

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.

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

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!

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