Review Time
I cannot emphasize what an awful business this is. They sold me a defective cover that had a hole through the plastic INSIDE the zipped cover and the core weakened and cracked. I had it for 1.5 months! I discovered a half inch tear that caused. Couldn’t figure out how a cover that was so new had a tear, especially since I had a protective cover on it. They had me go through sending all these photos which is when I found the hole in the foam core. They decided overnight (literally) that it was EXTERNAL FORCES that caused the tear and didn’t event address the hole in the core! They denied my claim. I asked questions and they NEVER RESPONDED . They NEVER RESPONDED to calls from the Better Business Bureau, either. They wrote a “professional” response when wrote here. First time I hear from them. They just said the same thing—external forces. That external force was the person who made it. Terrible stitching and overall an inferior product. They advertise a 7 year warranty. I’m not sure for what, but it isn’t for a cover that was 40 days old! So now I am contacting their State Attorney General’s Office. If others do the same, we just make get our money back and not the 10% courtesy discount which they offer 364 days a year.
Seams holding straps separating. Cover barely a year old and seams separating at the handles. Biggest disappointment is we don’t ever secure the cover with the straps. The quality and workmanship of the cover is disappointing and then they don’t stand behind it. Won’t use them again.Jim
This is my second cover from the cover guy. I got the second one because the first one did not last. But they did pro-rate the cost of the second one so I gave it a shot. I should have learned my lesson from the first one. I got the second cover and in less than 2 years it's waterlogged and not working. I put in a warranty claim. They said it was a chemical issue so it's not covered. Total scam. We only use this tub 5 months out of the year and it has a UV system so we use minimal chemicals. I will never buy from them again.
Do not buy a cover from this company!! AVOID AT ALL COSTS!! Absolutely no customer service. Our cover, after 5 weeks is currently…somewhere!! But apparently no one knows! It has been scheduled for delivery for 3 weeks but still… no one knows where it is. AVOID AT ALL COSTS!! The prices are good and Affirm makes it easy but it’s too good to be true. G24-193471. That’s my order # just so you know this is real.
Ordered a replacement hottub cover for my Sundance Hamilton tub. I ordered the straps according to the diagram as provided by the cover guys website. I had basically 4 choices, position A,B,C or D. I chose C as that best lined up with my hottub. Well, they were several inches off so I can not lock the cover down. Turns out, none of the positions would work. Customer service very unhelpful as they recommended I drill into the shell or buy a new sleeve. I asked the company for an acceptable resolution since then the Cover Guy stopped communicating with me so I'm left with a defective cover. I will dispute the charge and leave deserved bad reviews.
First off, looking at reviews for covers on many big name cover companies on the web, you will find a magnitude of people bashing companies. Some may be better than others indeed. But I also firmly believe people come to expect too much from foam, and other materials that obviously will break down in weather, and that are abused. That being said, my review is based on my initial short term experience so far with The Cover Guy. I ordered my "standard" cover on 10-12-2024, and I received it 10-28-2024. I was super impressed with the turn around & delivery time. 10/10. I had read plenty of bad reviews, and not just from The Cover Guy, on horrible timing. Many were during the "pandemic", which I think must be taken with some grain of salt, due to the many constraints and issues that were going on in the world. It wasn't a great time for almost anybody. The "standard" cover itself was just what I was looking for. Fairly priced, light weight, and looks great! even came with clips & screws!. And the fit, with the dimensions I provided them, came out absolutely perfect! My hot tub is under cover, so it will not see the direct weather thankfully. But I would say as a warning to others, I would not recommend a standard cover to someone who's tub is exposed to the elements 24/7/365, it is not going to hold up. It is a light-duty cover. But for my needs, this cover is perfect! I obviously have not owned this cover long, so time will tell how it holds up long term. Thank you Cover Guy! Great experience from Oregon.
Update: finally received the cover. It’s very nice. We bought the non-vinyl version. My only concern is the side flaps maybe too light weight. The wind is making them flap up. It’s raining. Pretty sure rain is getting into the tub. I’ll modify them with magnets. The CoverGuy Customer Support is great. Turns out the Shipping Company is the actual problem. I hope the CoverGuy reconsiders its’ shipping process. Be aware; the covers label says; made in Mexico. Could have sworn I was told the covers are manufactured in Florida and California. I’d consider this company again because once they got involved with the shipping, it all got resolved. Unbelievable incompetent company. Ordered Cover with ease. Shipping seemed straight forward. Then the troubles began. IAW CoverGuy, on the stop before the warehouse destination, the shipper reported "the truck broke down." The cover was in that breakdown city warehouse about 150 miles away. 'The truck'?? - as in the company has one truck? How about a contingency plan, like rent a truck. Anyway, come to find out 'CoverGuy' put the wrong phone number on my order. So once the cover allegedly made it to my city, the shipper could not contact me. To say this was insane, is an understatement, because, as I stated before, I had told CoverGuy weeks ago to change my number. I also noted that customers cannot login to CoverGuy and change/correct their own information. CoverGuy said they'd handle changing the phone number. Then I noticed 10 days later that my number still had not changed, so I called, and again, CoveGuy assured me they would handle the change; they did not! I was given the number of the shipper's customer service; it’s Somewhere in the Philippines. That agent tracked down my cover, still stuck 150 miles away, The shipper still had the wrong phone number for me. Said they were trying to call me. So I gave them my correct number. Another week goes by. I call Shipper today, because yesterday was the delivery date posted online; nothing arrived. Customer service says the driver could not reach me yesterday and verifies the erroneous number again. YGTBSM. I give her the right number again! She promised the trucker would call me today, and as promised, the trucker called me; cannot come until tomorrow. I will not be home tomorrow; have appointments scheduled. I have no clue how good this cover will be, but if its anything like the process to get it, I will be out $600. This whole process is run by incompetent employees. How do these companies stay in business.
First off, the extreme cover is nice. We needed something thicker and more efficient. The cover guy did that well. Here is where the problem comes in. When ordering, you have to choose hold down locations. I chose location "c" since that was the only option that would work for our BullFrog spa. Just to be thorough, I called and asked if this location would be where the factory mounting location would be. The lady (probably family member/owner) said the guys making the top know where to put them to match up. I figured I did my due diligence in asking and went ahead and ordered the cover. As everyone can see, the cover hold down clams do not even come close to factory locations. On one side they cover the wireless access door. I called the company and that wasn't much help. They suggested I take the top to a marine cover business to remove and sew in proper place. Glad I just spent 700.00 on a top to go spend a few hundred more. So now I can have these options:-do nothing and make a joke about it every time friends and family come over since it looks like a second hand cover. -move three of the four mounts and have eight holes in my panels showing. Lovely. Then I would have to remove one mount and sew it back on in a completely different location to stay clear of the access door. Probably look right at home with the other options. I guess we will figure something out but neither of the options are good ones. It will be a good conversational topic when it's pointed out that we can laugh at and suggest a different company. There is that...Unfortunately we cannot submit photos to this review.
Stay AWAY from Cover Guys, they have no idea what they're doing...I ordered my hot tub cover online July 5th, 2024 with assurance it would be fabricated within 10 days then shipped within 2-3 weeks. That should have put is arriving at my home mid to end of August worst case. I finally received a hot tub cover first week of Sept (4 weeks late) and discovered they shipped !! Wrong size, fabric, foam options, material and size.The "Cover Guys" are the worst and after 5+ phone calls and dozen emails I still don't have the cover I ordered or a refund...I'm asking for a refund and to just cancel my order! They suck!
Ordered a new cover waited longer than expected. Cover came with wrong fold and demension. Now they tell me it’s not covered. Stuck with a new cover that doesn’t fit. Will report to better business bureau. Not acceptable
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The Cover Guy is one of the largest suppliers of hot tub covers, hot tub cover lifters, and hot tub accessories. Great quality items, and superior service.
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