Rating: 3 Stars Clear all filters (6 of 165 reviews match)
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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
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
3.0
Details
What I am miffed about is The Cover Guy's claim that the hot tub covers are made in the USA. Mine has a tag on it that states made in Mexico. I have no problem with Mexico, however I attempt to buy U.S. first and that is why I brought from The Cover Guy. Their shipping...
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1 comment
Anonymous
#1423999

Hello,

All the covers are custom made to the measurements and color choice to our standards.

We use different manufacturing facilities depending on your location. Our CA production has the vinyl only sewn in MX and as you can see it is well made and high quality.

After your purchase, the email receipt states the production delay and another email is sent with tracking and shipping information. We answer all emails with 24 hours on business days.

Review
#1174162 Review #1174162 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Cons
  • Made in mexico
Reason of review
Not made in America as they claim.
2.7
Details
The Cover Guy - Hot Tub Cover Review
My hot tub cover fell aoart in 15 months!! The thread is disintegrating like crazy !! And it's not from weather .. sun .. snow .. ice .. or chemicalls !! Extremely poor quality .. just dealing with warranty now !
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1 comment
Anonymous
#1280388

Hello - Please could you identify yourself to confirm you are a valid customer and so I can see how your file is being processed. For any warranty issues we request pictures of the cover situation and evaluation can take from 24 to 72 hours.

Thank you

Claire

866-622-6837 ext 207

Review
#999195 Review #999195 is a subjective opinion of poster.
Product
The Cover Guy Hot Tub Cover
Reason of review
Bad quality
2.8
Details
Warranty is a joke. Basically offer you a new cover at original price. Prorated plus shipping. Same price as new cover.
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1 comment
Anonymous
#1110349

Hi Bruce,

The warranty is pro-rated and a copy of it did come with the cover, it was resent for your information. It is pro-rated as covers are wear and tear items.

The warranty does not usually cover waterlogged inserts unless you have the upgraded plastic, which you did not purchase.

The other issue with the cover does qualify under the pro-rated warranty. You are currently in year 4 of your warranty, which gets you a 30% discount on the original purchased price. The shipping rate was also discounted for the quote given to you.

Shipping a cover to your area average cost is $120.

The warranty manager has sent you a follow email, please respond to resolve your complaint.

Sincerely,

Review
#787079 Review #787079 is a subjective opinion of poster.
Reason of review
Warranty issue
Resolved
2.8
Details

Update by user Aug 03, 2015

See comment area . Claire a sales associate with cover guy called me today to resolve this issue she has agreed to send me to foam inserts for my spa cover The cost to me is shipping as this is not covered under any warranty

only cost to me is shipping. I want to tha...

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1 comment
Anonymous
#1015142

Received a call today from Claire a sales assistant with cover guy trying to resolve my problem. I must admit Claire came through for me She's replacing the inserts for my spa cover the only cost me is the shipping cost I want to thank Claire for her rapid response in resolving this. This rapid response obviously causes me to reconsider my position on their customer service good job Claire .

Review
#675096 Review #675096 is a subjective opinion of poster.
Reason of review
Bad quality

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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