Review Time
This was the 3rd cover that I bought from the Cover Guy. The first two I did not have a problem. This last cover that I ordered was a nighmare! When I placed my order they said that the cover would be delivered in 3-5 weeks. After countless emails back and forth and from one lame excuse after another I decided to order a cover from a reputable local company. I sent them an email canceling the cover (if there actually was a cover coming) and they told me it was a custom order and that they would not cancel the order. I order the cover on April 12, 2023, the cover did not arrive until July 7th! That is almost 12 weeks! I can't send it back because of their return policy. Buyer Beware! If you order a cover from them, they can send it whenever they want! Make sure to read and re-read their return policy! Don't make the same mistake that I did!Also, I asked them if they made the covers in California and they said "yes." When actually the covers are made in Mexico. There warehouse is in California.
It took them three months to get me my order and it was wrong! plus during shipping they lost my order and had no idea where it was for three and a half weeks. i wouldn't get another order from them if they gave it to me for free. i wish i would have known, i could have saved myself so much trouble.
High Quality and AffordableDon't be miss led by other evaluations - - The Cover Guy takes about a month to produce an affordable Spa Cover, but it is worth it. Make sure you specify exactly what you want to include, especially the color. They will send you an E Mail to confirm what they think you ordered before they manufacture it.I've been a customer for 18 years, and have ordered my 2nd cover. These covers don't last forever - - weather takes a tole on them, so even the best dies after awhile!. Ken in Annapolis, MD
Took 3 months and multiple emails from the company containing misinformation to finally receive a damaged hot tub cover. Thankfully, I was able to dispute charge through my credit card as company would not issue a refund. Avoid like the plague!
I received what appeared to be a nicely made and well engineered product. Definitely a notch above the standard cover that came with my Sundance spa.However, within 15 months, the interior seam stitching soon started to fail. At this point, I contacted the company about a warranty claim and this is where the dissatisfaction began. It took two weeks to get an initial response. At that point, they requested information such as photos and purchase date, which I provided. Then another several week wait until I once again followed up. They said the replacement would start processing once I paid $150 for shipping. When I asked how to pay (phone, web, email???) Absolutely no response and this has continued for 5 weeks. So…..Cheap product that fails and no warranty. Go elsewhere.
Please take the time to read the reviews posted by dis-satisfied customers of the Cover Guy. It's by far the worst online shopping experience we've ever had. Decent website, fairly easy ordering and payment procedure, then nothing. We ordered our new cover, a very standard model in mid-March, it's now mid-June and we still have not received our order. Whenever I call there's no answer, I leave a message and not once have we received a call back. Any email inquiry sent has received an auto generated response stating orders take 8-10 weeks for delivery, I did send a strongly worded email expressing our frustration with the lack of correspondence and requesting a refund. I was then contacted by a customer service representative stating our order would be shipped out this week and we'd receive an email with tracking info, that was 3 weeks ago, and we received no email, and no cover. Today after another strongly worded email they responded with, it's being shipped today and can expect to receive tracking info early next week. Our decision to purchase from The Cover Guy was based mostly on price and the fact they advertised free delivery, I could've shopped local and spent a bit more (approx. $100) and had it the same day, lesson learned on my part. Shop local if you can, you'll be glad you did!
The cover arrived months after purchase with completely ripped handle from a forklift and styrofoam breaking off everywhere The Cover Guy is not reputable and is giving me a hard time about refund or replacing. The warranty is bogus! If I could give zero stars I would! I spent $455.00 , plus $99. Shipping all to receive a ripped top and customer service telling me their would handle after the weekend!
Two concerns are product quality and customer service. Within three months my cover was showing signs of deep cracks and tears. This material may be suitable for warm climates but it’s not suitable climates below freezing. I purchased the most expensive cover for cold climates. They advertise a white glove no hassle warranty experience. Mine was different. Weeks pass by between email responses.They make the true claim that the covers are made in North America, but they should be more specific to state they are made in Mexico.I would advise if you do roll the dice and order from The Cover Guys to use a credit card so you will have a warranty through your credit card because you can't count on the warranty they offer.I tried to resolve this matter with the BBB and they ghosted the BBB. I'm following the Better Business Bureau's advice and I'm off to see if the Attorneys General office for the state of New York can provide assistance.
Don't believe the score on Amazon! These guys are the worst.We bought a cover from them. We even paid extra to get the heavy duty version. It failed in less than a year! The interior plastic sheeting wrapping the styrofoam was so degraded, that little bits started appearing in the tub water. The foam is now so waterlogged, the cover is so heavy, we can hardly lift it.We live on the central coast of California, so the weather isn't that extreme. We kept the chemicals in balance, and used the tub often enough (generally 3-4 times a week). Our previous cover, the one that came with the tub, lasted 6 years before it started failing, showing we don't abuse anything. We called the company, and worked through their warranty process. Pictures, purchase documents, etc. The 3-4 day response time stretched to 3 weeks. In the end, they claimed chemical damage, and refused any of their warranty policy claims.We were offered a small discount on a new cover, they would not honor the warranty for the failed cover made in Mexico.When I first wrote my review on Google, their ratings were terrible. Somehow they have changed that though. Do your homework, check other review and BBB as well. We wish we had.
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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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