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3.6
Details
The Cover Guy - Unbelievably terrible customer service

Update by user Jun 05

The issue has been resolved to my satisfaction. To be fair, a misunderstanding on my part contributed significantly to my frustration.

Original review posted by user May 31

custom cover purchased in 2015. Became waterlogged last winter. Also stitching is falling apart. I believed there is a 7 year warranty....
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2 comments
TheCoverGuy
#1695787

Hello, Please check your emails, as I believe we have already messaged you from info@thecoverguy.com.

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Review
#1547503 Review #1547503 is a subjective opinion of poster.
Service
The Cover Guy Customer Care
Cons
  • Customer service
  • No customer service
  • Warenty the way they handeled the situation
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • Poor Customer Service Satisfation
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.
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
Featured

The Cover Guy in Quebec, Quebec - Very Very Very bad business.

The Cover Guy - Very Very Very bad business.

Update by user Apr 24

24 April 2019 I received full refund few weeks ago. They first refunded the cover, but not the lifter.

I had to argue some more to get refunded for this. I never actualy received it.

Claire from TheCoverGuy asked me to update this comment. She's supposed to send me an email regarding this tonite.

Original review posted by user Dec 16, 2018

I have ordered in summer 2018 a spa cover . Once the SPA was delivered, the fold was in the wrong direction. So instead of being 84 x 92 inches, it was 92 x 84 inches. So in one direction the cover is 8 inches too long, and on the other direction water is exposed to elements. They asked me pictures and measurements and countless of questions. They never sent any returning instructions. No RMA. N O T H I N G. Wait !!! It is not finished !!! I also ordered an hydraulic cover lifter that I have never received. Wait !!! It is not finished !!! Strapping to hold the cover are located at places that requires to drill holes in elctronic, control panels, or other equipment. After monts of wait, I received an e-mail tonite saying they cannot take the cover back since it was used it. What a dishonest business.
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Review
#1425112 Review #1425112 is a subjective opinion of poster.
Product
The Cover Guy Spa Cover
Reason of review
Order processing issue
Loss
$800
Preferred solution
Deliver product or service ordered
Featured
2.3
Details
The Cover Guy - Buyer Beware!
The Cover Guy - Buyer Beware!
The Cover Guy - Buyer Beware!
I ordered the “deluxe” hot tub cover from The Cover Guy after reading all the details about it on their website and speaking with a representative. I told them I have an Optima model hot tub by Sundance. Although the representative said they do double check the...
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Review
#1342010 Review #1342010 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Cons
  • Receiving inferior item then i thought i ordered from website
  • Not receiving immediate customer service with satisfaction
  • Misrepresentation of quality
Reason of review
Bad quality
Loss
$350
Preferred solution
Full refund
Tags
  • Inferior Quality Merchandise
  • Bait And Switch Website
  • Poor Customer Service Satisfation
  • Made Poorly
2.3
Details
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
The Cover Guy - You decide - inferior product and this is not fake news!!
I jumped on the inet to look for a replacement cover and saw that the place where I purchased two covers in the past, The Cover Guy, had glowing reviews (all 5+++) on how wonderful the covers are. Well this is my experience. I attach copies of correspondences with them...
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1 comment
TheCoverGuy
#1681281

Hello, Thank you for letting us know about your 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 this situation for you? Sincerely, Anne Customer Care Manager

Review
#1334332 Review #1334332 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • Ease of ordering
Cons
  • Quality
Reason of review
Bad quality
Loss
$500
Tags
  • vapour barrier
  • Poor Warranty Service
The Cover Guy - In the middle of a challenging issue.
Received damaged cover: (August 2018) I picked up the cover from the shipment center to save three days shipment. Once I opened the cover I found a tear from one of the straps that was wrapped around the cardboard box holding the cover. I took pictures and sent them to...
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Review
#1325919 Review #1325919 is a subjective opinion of poster.
Product
The Cover Guy Cover
Reason of review
Damaged or defective
2.2
Details
The Cover Guy - Dont buy from The CoverGuy
The Cover Guy - Dont buy from The CoverGuy
The Cover Guy - Dont buy from The CoverGuy
Poor Quality. Purchased a cover for the second-time form vendor. First one was no problem but I upgraded the second one with all the extra features. And 1.8 years later the cover is 3 times heavier and loosing heat and icicles are forming. Also, my cover arrived 2 to 4...
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3 comments
Anonymous
#1546216

ooooh this sounds so so familiar. At least they finally admitted that they changed material. They wouldn't even admit that in my case, eventhough they changed manufacturers.

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Review
#1190566 Review #1190566 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Pros
  • Seem nice at first
Cons
  • Warenty the way they handeled the situation
Reason of review
Damaged or defective
Loss
$370
Preferred solution
Full refund
Tags
  • Made Incorrectly

Contact The Cover Guy Customer Service

Mailing Address:
The Cover Guy
2315 Whirlpool St #968
Niagara Falls, New York 14305
United States
Phone:
(866) 622-6837
All The Cover Guy Contacts

The Cover Guy Products and Services Reviews

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1.0
Details
The Cover Guy - WARNING!!! DO NOT buy from this company
The Cover Guy - WARNING!!! DO NOT buy from this company
The Cover Guy - WARNING!!! DO NOT buy from this company
WARNING!!! DO NOT buy from this company At first glance, they seem like a good company based on their website, but it's all a lie and a SCAM. Don't let the modern website fool you! Below are photos of my hot tub order, where they improperly made the cover 1/2" short,...
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1 comment
Anonymous
#1413665

Hello Charles,

Amanda has emailed you requesting some specific pictures. Your cooperation would be appreciated so she can help solve your problem.

Thank you,

Review
#1161550 Review #1161550 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Reason of review
Damaged or defective
Loss
$400
Preferred solution
Full refund
Tags
  • Poor Warranty Service
  • Made Incorrectly