Review Time
The Cover Guy does not stand behind their covers. They offer a warranty that really does not protect the customer. Our cover lasted 1 1/2 years before the plastic cover over one of the sides came apart at the seam. They used a metal support that rusts, now rust drips into the tub. They hide behind saying I used too much chemicals which is not true. A quick review search online found many complaints about this same issue and the company blames all the customers for the issue. One bag came apart and the other did not and they were exposed to the same environment. It’s an expensive cover to only last 1 1/2 years. The biggest joke is that they offer a 10 percent discount if you are dumb enough to order again. Do you research before buying. I wish I had.
Interesting to read the reviews regarding warranty and the vinyl stitching issues. I experienced both but the response from Cover Guy was completely different. They immediately sent me a new cover at zero cost after viewing photos of a 1” area of vinyl stitching that tore out. Maybe they are turning things around! My cover was less than a year old.
Prior to ordering a cover, I discussed lifter plate locations with Cover Guy's Customer Service person. I placed an order on their website, and even gave her the order number, telling her to not process the order until I verified that their lifter plate locations would work with my lifter. Once I gave the OK to proceed with the order, I received it, but found that they never installed the lifter plates. After going back and forth with them for 2 months, they were unwilling to take the blame and said I would have to pay for a replacement foam core. Terrible, terrible company who will not admit an obvious mistake on their part
We bought a new cover for our hut tub just over a year ago. The stitching was letting go in several different locations. When I contacted for a warranty claim they said there production team deems it to be “misuse”. After reading the fine print of there warranty it’s clear they will NOT stand behind there product. I can absolutely confirm that this is not from misuse as I was the only one to ever open the cover and only use the provided handle. What a waste of money.
I would give 0 stars if I could. We purchased a hot tub cover from The Cover Guy in September of 2023. Nine months later, the foam insulation has already deteriorated. Upon reaching out to the company and filing a warranty claim (under the 5 year warranty), they responded that the damage was caused by the chemicals from the hot tub and the claim was therefore denied, with the accusation that there was "excessive use of chemicals". We have owned this hot tub for 25 years, have never had a problem maintaining safe chemical levels, and this is the first time we have ever had a cover that deteriorated. The Cover Guy has lost our business and respect as a company, as they will choose to direct blame on the consumer, rather than take responsibility for faulty manufacturing of their product.
We ordered our cover in January 2024 and paid extra for expedited shipping. It arrived in about a month. When we went to install we realized the straps were in the wrong place. I ordered location B but they came in location C! I emailed the company (they have no phone number for customer service) and finally got a reply after a LONG time asking for pictures. It is now March. I took photos and also the screenshot I had taken off my order detail. After a couple weeks they replied and admitted to the error and said they’d sent a replacement vinyl cover with the correct strap location. Ok, mistakes happen. Well, it took awhile but finally in April I get an email confirming an order for vinyl cover. Again, a LONG wait. So we just got the order in June. We set it aside due to my daughters wedding and a surgery. Finally open it and it is IDENTICAL to the first one with straps in C location! 🤦♀️ Wow. Just wow. Amazed they are still in business losing money like this
We ordered our cover approx. 10 yrs. ago. Last year it started to tear and this year we need to replace it. It held up well under the NC summer heat and the cold winters. I am not disappointed with it, I just feel badly because all the reviews now are so negative. Makes me hesitant to order a new one from them.
Ordered a cover for my hot tub using make and model selection on their site. The cover received does not fit my hot tub. After ignoring multiple emails, finally got a response from a voicemail that I left after 5 days from initial contact. They refused to help and told me I had to prove them wrong in order to get any assistance instead of looking in their database and admitting fault. They offered to sell me another one at a 20% discount. Ended up filing a dispute with my credit card after going back and forth for a week and a half.
Worst company ever. Should have read reviews. Cover is 6 months old and the seams are coming apart and the inside is all rusting. Plus- I paid extra so those inside parts wouldn’t see water. They claim it’s chemical damage. Months of emails to get zero help. Garbage. Garbage. Garbage. The warranty means absolutely NOTHING.
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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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