The Cover Guy Reviews

I'll make this short. The wrong color cover was sent to me. The straps were in a location that were completely useless even though I requested they be put in a different place. He didn't answer emails until AFTER the cover was shipped. The quality is not as good, even though I paid for his best materials, as the cover that was included with the original purchase. There was no insulation strip running across the middle of the cover where it folds, only two small pieces at the end. I ended up keeping the cover for two reasons. 1) I purchased it on a black Friday sale. 2) Even though I requested a bigger discount, I was given a other 15% off. It simply wasn't worth fighting over it. I was genuinely going to take him to court because he refused to make it right, but it's just not worth it. READ THE OTHER TERRIBLE REVIEWS!! So many are similar to this one.

Date of experience: November 29, 2024

The Cover Guy is a disaster! STAY AWAY!

Ordered a cover in early September of 2024. Took 8 weeks to arrive and it was built wrong. They had me take about 40 pictures to prove it was on them and not my mistake. After clearing those hurdles, it was early November and they agreed to replace it. That order was done on November 5th. The courrier contacted me on January 17th, 2025 that it would be delivered in the next 3 days, 12 weeks after it was ordered. On Friday January 24th (7 days later) the new cover arrived. Only the inserts shipped and I was expected to change out the inserts. I have spent more than 8 hours on the phone over the past 5 months with The Cover Guy trying to get this right. Not once was there any offer to in any way provide a partial discount or any concern for my time or frustration. In all it took more than 5 months to get a cover I ordered in September correctly! Then, I had to do all of the work to change it on a 15 degree day in the winter on someting that should have been done in early November.

I will NEVER order form them again! BUYER BEWARE!

Date of experience: January 27, 2025

I ordered a cover for my 2008 Hot Springs Sovereign. It came damaged due to the fault of the shipping company and not the fault of the Cover Guy. I sent Tony at the Cover Guy pictures of the damage and pictures of the box. He handled it quickly and I received a completely new cover sans damage in a couple weeks. Great service and a great cover. The Weathershield fabric is great too coming from a vinyl cover before.

Date of experience: December 31, 2024

This has to be the worst company I have EVER worked with. After mis-quoting me, not once but twice, requiring no less than seven phone calls and wasting six weeks of my time, they admitted their mistake, DOUBLED my quote and then refused to honor their original price. If this is any indication of the quality of their product I'd steer well clear.

Date of experience: January 06, 2025

The seams let the rain in, also the condensation from below, and the inside plastic is NOT SEALED!
The cover takes on water quickly and becomes waterlogged.
VERY POOR CONSTRUCTION AND POOR SERVICE COMMUNICATION.

Date of experience: December 30, 2024

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

Date of experience: December 05, 2024

Buyer beware! I would NEVER buy from this company.
Purchased my cover in June and October, 26th I sent my first message that the cover was already filling with water. They explained to me there is a seven-year warranty and as requested I sent photos. After I sent the photos, then they required Warranty Form which I completed in December. Then they requested a photo of the warranty tag which I submitted. It was passed over to production. They requested more photos.
Two more months of questions and emails.
It’s now April, six months later and they have not made good on the warranty. There’s now black mold inside the lining of the hot tub cover. Anyone who owns a hot tub knows that black mold is not only a serious health hazard but also death to the hot tub.
Poorly constructed product and did not honor warranty.

Date of experience: December 19, 2023

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.

Date of experience: November 13, 2024

DO NOT BUY - I thought I found a good business when I got the pricing and it was easy to order.

Unfortunately in less than 2 years, with very minimal usage, and careful usage at that, the cover started to fall apart. The extra money I paid for additional protection from water-logging was a waste because it's already water logged. You can't say that to them though because they blame everyone who complains about it saying they don't use proper chemicals. Weird how everything else including my water analysis is perfect.

The best part though is all the stitching coming undone....

My wife noticed threading coming undone AROUND 2 of the straps on our cover, above the strap where it connects to the top. After WEEKS of back and forth, they are blaming me saying I was using the straps as a handle. That in itself was utter nonsense since one of the straps is on the back and can't physically be grabbed as a handle since I also purchased a cover remover/holder which prevents access to grabbing it.
Once that story died down and they told me the current agent that was helping me was fired, they came back and said it was from wind... Yes wind... I was told that the straps were used incorrectly and that wind had torn them... So here is the best part... Isn't that what the damn straps are for???? So they ADMIT their product is faulty and after less than 2 years, its falling apart due to NORMAL USAGE and they denied the claim I put in.
Here's the really BEST part... the strap on the back that they claimed first that I broke, then claimed broke from wind, was NEVER EVER USED. Why? Because when it arrived, it came without a black buckle on it. So a strap that was never buckled, never pulled on, never touched.
What really bugs me though? the straps were in perfect shape, it was the top material that was losing it's stitch which in NO way is affected by the strap since the strap is attached internally.
Now I see that they give the same bulls*** excuse to everyone. The covers are CRAP!!!!!!!! and their customer service is so much worse than that.

Date of experience: October 01, 2024

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.

Date of experience: August 16, 2024

We ordered the best cover they offer. Chose all of the upgrades in hopes that it would last longer (the original cover that came with the hot tub lasted about two years before it ripped) and cut down on energy use. Paid $805.54. Within 1.5 years, handles were ripped, stitching coming undone in multiple places, and the plastic surrounding the foam cores near the handles also ripped, which allowed water in, and made the cover too heavy for even two people to move. Submitted a warranty claim and after some back and forth and additional requested information, we were told that the skin would be covered because the handles ripped, but (see other people's reviews) the plastic ripping was our fault due to, you guessed it, "improper chemical use". Said it was obviously improper chemical use due to discoloration on the underside around the edges. There is NO discoloration anywhere on the cover. I even looked at the pics I sent them again wondering if the lighting had been off/cast a shadow/anything. Nope. I believe it is just their canned answer. So, they were willing to remake the skin, and all we have to do is pay $252.69 for shipping (should you have to pay shipping on a replacement of a defective product?). Please understand that this is just for the skin and does not include the foam cores, and we would then need to zip it onto the original foam cores. The skin is not stiff, and, per them, is not waterproof (why on earth would the skin not be made of waterproof material?!). There is no way it would cost $252.69 to ship just the skin. So basically, we could pay this and put it on the old foam cores, but since the "vapour proof barrier seal & energy shield" (aka plastic) is ripped, the foam cores would immediately become saturated, the extra weight would stress the handles, which would then rip again, and we'd be right back where we started. They then said we could honor the warranty on the skin and apply it to a remake of the entire cover with the same specs for $524.96. Considering we got less than 1.5 years out of the first one, it's not worth the price. While I was communicating back and forth with them, I went ahead and bought a basic standard cover from them that was on sale for Black Friday, so we could start using the hot tub again. We will see how that one holds up, but I don't foresee myself buying another cover from this company. If anyone knows of a quality hot tub cover-making company, please advise. In summary, the cover, which was the best one available at the time of purchase, and the warranty are both junk. Disappointing!

Regarding Ladena's 5 star review below. I sent them multiple pictures of the trouble areas, some of which showed an entire side of the cover, and they still required me to send them pictures that had the entire top, the entire underside, the tags, and the area surrounding the hot tub, so I find it hard to believe that a zoomed in picture of stitching was good enough. Also curious if they replaced the skin or the entire cover, and how much she paid in shipping for her approved warranty claim? Her review seems too good to be true and very different from my experience.

Date of experience: January 10, 2025

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!

Date of experience: September 10, 2024

Ordered two Cover Mate 3 lift covers for our swim spa. Within 2 weeks of installation one bracket melted, twisted and then broke in half, tearing the stitching on the lid cover. I notified the company and sent pictures as they requested. After multiple emails and phone calls since June 2024 they have now informed me that the Sun melting the bracket was "An act of God" and would not be covered under the warranty. Really?
The 17' swim spa is of course outside and made for harsh weather. Such nonsense! Terrible company to deal with and now I'm out 900.00 as the other bracket is melting as well. Buyer Beware of this company!

Date of experience: June 15, 2024

Bought our 2 years ago and is already falling apart:( Stitching started to let go, starting to see cracks in the material. When you place the order, they have brands and sizes of different hot manufactures, you pick the brand and model you have, and you would just assume it would fit, nope. After 10 weeks our original email, we finally received a reply. They tried to blame us, wowsers, how's that for customer service. Offered us a "20% discount" for new skin. Yep, thats their 7 year warranty policy.😳 Complete junk, don't waste your money!

Date of experience: April 16, 2024

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.

Date of experience: July 04, 2024

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.

Date of experience: November 27, 2024

Currently going back and forth with emails about our faulty tri-fold hot tub lid & being told its our fault its broken as we lift the lid by the handles?? We actually have a lid lifter fitted to our hot tub and most certainly don't use the handles. I have a feeling this is a company who do not honour defects in their craftmanship after reading the reviews.

Date of experience: May 08, 2024

The stitching started letting go on the hot tub cover we received from them only 1 1/2 years ago. The company said it was not their fault but it was a result of using a lifter! Well that is the best and safest way to take off a cover! However l was sort of fortunate to get a new skin cover at a discounted price of $163. If you read the warranty carefully it is very vague and that gives them the choice of denying your claim.

Date of experience: May 30, 2024

I ordered a cover from this company . After contacting them due to no confirmation e mail they apologised and sent me it and told me they were working to a 8 week turn around. Week 7 I had a text from the courier company confirming that they will deliver tomorrow.
Found no damage and fit great ,can’t comment on quality yet as only had it one day but time will tell.

Date of experience: May 22, 2024

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.

Date of experience: August 21, 2024