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The Cover Guy in Bellevue, Washington - Bad cancellation policy, tried to upsell after I ordered

1.0
Details
I bought a cover from these guys after reading about the quality only to find out that I had to upgrade from the advertised price to get the moisture proof barrier. I was contacted after ordering to try and upsell to the thicker product. Notified the company 2 days after my order that the hottub is no longer functioning and would like to cancel my order but told that there would be a $50 admin fee. *** these guys, S@ty service, never again! Send me cover and deal with bad press!
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Review
#740823 Review #740823 is a subjective opinion of poster.
Cons
  • Crappy return policy
Reason of review
Poor customer service
Loss
$314
Preferred solution
Full refund
I ordered a product on 5 May 2015. 8 weeks later I got it. Not 3-5 weeks later, as promised....8 weeks. The cut rate company they ship with took 7 days to transfer the parcel 40 miles (Seattle to Tacoma). The Cover Guy did not respond to my email citing...
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1 comment
Anonymous
#1004564

Thank you for taking the time to write us and to discuss on the phone the delivery time issue you had with your order as well as your suggestions to improve communication with our customers. I want to let you know that your concerns and suggestions are valid and we are working hard to make adjustments so that the same does not happen to any other valued customers like yourself.

On this particular order we had a third party let down in our delivery.

We contract a freight broker to ship our products; due to the size of the product not all transport companies are able to provide this service at a reasonable cost. Clearly there was a let down from our freight broker and the local freight company in the area where customer lives. We have requested that your local delivery company no longer be used for our future shipments. Once the product moved, it took two days to arrive and another 4 business days for the local company to ship.

Our company does have a communication system in place where after the order is placed, the dimensions are manually verified against the given makes and models to ensure a good fit.

We also suggest upgrades for your area to improve the insulation of the cover. When this is completed your order is queued for production and an email sent. Notification is emailed when the order is sent into production and finally the shipping information is forwarded when the order is completed. We do have an employee available by phone and email to provide updates if needed in between.

Our customers can also log-in to their account order for an on-line status update. Our website clearly outlines the production delay and this is also emailed with a copy of the order when placed. It is the responsibility of the courier to move the freight in a timely manner.

Katie did suggest that we should improve our communications with customers and suggested a weekly emailing update.

Review
#660498 Review #660498 is a subjective opinion of poster.
Reason of review
Bad quality
My Hot tub cover never received. All I got was bunch of run around with shipping companies. Never heard back from The Cover Guys. Horrible experience. Do not use them! They don't answer their phone and won't respond to e-mail requests. I would never use this...
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1 comment
Anonymous
#989483

Hello Anonymous,

Please email me to identify yourself. I will look into your order.

It is high season and the production has fallen slightly behind.

If this listing does not have a response within 30 days, it may not be legitimate.

Regards

Claire (ext 207)

Claire@thecoverguy.com

Review
#641182 Review #641182 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$600
1.5
Details
The cover was great for 3 years then the plastic coating split and put flakes all over the tub. The cover now weighs a ton to lift. After contacting them the offered a 20% discount on a new one. Seems to be a scam to replace the cover every 3-5 years. Don't buy, look...
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1 comment
Anonymous
#907336

Hello,

If your cover is heavy and has deterioration on the underside it is most likely caused by chemical damage. Please have your water checked by your local pool / spa store before using your hot tub again.

If the underside of the cover is discolored it is likely due to chemical imbalance. It can also be caused by the care of the cover. If you are only opening one side of the cover the chemical vapors will be held inside between the water and cover. Having nowhere to go, they will break down the underside of the cover causing the flaking and the vapor barrier to deteriorate and allow water condensation to saturate the foam causing your cover to get heavy.

If you are not using your hot tub on a regular basis we also suggest opening the cover completely on a weekly basis, circulate the water for 10-15 minutes to allow excess chemical vapors.

Chemicals are a required maintenance of your hot tub water and proper balance will prevent bacteria, smell and cloudiness from occurring.

Please check your water chemistry as per your hot tub guidelines. This will help prolong the life of your cover as well.

You are stating that you were offered a 20% discount on a new cover which means that your cover is in year 5. The average life of a cover depending on care and usage is 5 to 8 years. The Cover Guy now offers a 7 year pro-rated warranty, one of the longest in the industry.

Please check out the competition and their warranty, you will find it is also pro-rated and does not cover chemical damage. The Cover Guy is proud of their customer service and quality of the product. Please contact me to discuss this further and a replacement cover.

Claire@thecoverguy.com or 866-622-6837 ext 207. Sincerely Claire The Cover Guy

Review
#562900 Review #562900 is a subjective opinion of poster.
Reason of review
Damaged or defective
2.5 years after paying $365 for their cover I've had the same problem with the extra "protective" layer which has cracked into a million little pieces of plastic into the hot tub and allowed to styrofoam to become waterlogged. Also, the metal splines of each side never...
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1 comment
Anonymous
#892643

Hello,

I am sorry to hear that you are having difficulty trying to contact us. We do have a high volume of calls during the peak season (fall) and return all messages in a timely manner with a goal within 2 hours.

We also respond to all emails within 24 hours.

If I could ask you to contact me directly either by email or phone I will have our warranty manager evaluate your claim. If you would like to send me pictures of your cover this would speed up the process.

If I don't get to your call, please leave me a message and I will get back to you in a timely fashion.

It sounds like you may have a chemical issue causing the rapid deterioration of the cover. With proper care and maintenance depending on the usage of your spa, the cover should last you a good 5 to 10 years.

Claire@thecoverguy.com

1-866-622-6837 ext 207 With regards, Claire

Review
#551126 Review #551126 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$365
Preferred solution
Let the company propose a solution

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

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