The Cover Guy Reviews

Wow I wish i had read this before! First it took forever to get the cover since it was custom made. 2 attempted times it did not arrive. They were very dishonest. Then they put the straps in the wrong place and it look back -- BUT the worst of the worst has been that in 5 months the stitching has started to come apart. There are literally holes on 3 sides. Clearly this i not normal since some of the areas don't ever receive strain. Until now, no one has answered a since email or phone call despite it being under "warranty" I'm going to report to the Better Business Bureau * DO NOT BUY THEIR PRODUCTS * I've had covers last years and years. They got some cheap crap from china and i paid over $1k for this junk.

Date of experience: April 23, 2024

These guys are a scam. I ordered and paid for my cover on 9/5/21, and both the ordering process and invoice clearly stated that there were no shipping fees for delivery. Several weeks later, they reached out, and said that despite that, the only way that they would deliver the cover to me, is if I paid them an additional $150. After standing my ground, they agreed to send it regardless, but now it has been more than three months since I paid for the cover, and I still don’t have it, or have any idea if it is will ever come. Maybe it would have worked out differently if I agreed to their after the fact tax of $150, but I would not trust or buy anything from this company again.

Date of experience: December 07, 2021

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! 🤦‍♀︄1�7 Wow. Just wow. Amazed they are still in business losing money like this

Date of experience: July 07, 2024

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.

Date of experience: April 10, 2023

I am wanting to report a business for fraudulent and misconceiving information on their website. The Cover Guy (hot tub covers) is the business. We recently purchased a hot tub cover replacement from The Cover Guy. The purchase of 513.59$ was made after all over their website listing free shipping. we received an email a couple days in that because of the area we live in it is not free shipping and was going to be an extra $99. If we had it shipped to another zip code we might have gotten it free but they couldn't tell us what zip codes near us were free shipping. So my husband gave few zip codes in the area (we live near Des Moines IA - so not rural). Some were $49. The shady part is though my husband then listed our zip code which we put in first but they clearly couldn't see and now all of a sudden it was $49. The initial email was $99. Even though despite "free shipping" all over their website. The "why we didn't qualify for free shipping" was having to go into many different links to see why we didn't qualify for free shipping. They took our money, but did reimburse us when I cancelled the order. The part I am upset about is the deceptive advertising on their website and straight bold face lies when calling in and how the shipping changed from email to speaking to someone. This needs to be changed so others don't have to waste their time and then wait 7-10 business days to get reimbursed. I also reported them to BBB

Date of experience: May 06, 2024

I purchased a new hot tub cover 3 1/2 years ago. After the first 10 months the cover stitching was failing on the handle and the corners. When I called to complain they said it was my fault. How was this my fault??? After a few calls and sending pictures they sent a replacement vinyl cover and charged me $50 for shipping 1�7. Fast forward now, that replacement cover is total trash. The center seem is completely fallen apart, stitching has failed. Total garbage of a cover. Don’t waste your money here.

Date of experience: January 12, 2024

Poorly made, did not last 3 weeks without pulling apart at seam and then we were told it was our fault! We only use it once or twice a week. Our old cover was replaced due to sun damage on the top which caused flaking and pooling of rain. The seams were all intact.

Date of experience: June 15, 2024

I started to place an order with this company online for a hot tub cover. There was an issue with the online payment just like the last reviewer so I decided not to go ahead and emailed them to cancel the order here is the timeline:
6th April 1646hrs email from thecoverguy stating my order received.
6th April 1650hrs I emailed thecoverguy stating cancel my order.
8th April 0931 I receive an email from Eleanor aknowledging receipt of my email to cancel order and asking me Why?
8th April 0948hrs I reply I am no longer interested.
Credit card debited £541.97 on 8th April.
11th April 1937hrs Upon discovering they've taken the money without my consent I have emailed Eleanor
So Coverguy don't come on Trustpilot claiming if I email customer services you'll sort it out, I already have. If I receive the money back I will update Trustpilot.
The public deserve to know.
order CG19-630412

Update....Coverguy have refunded my money.

Date of experience: April 11, 2022

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.

Date of experience: November 04, 2024

I urge you not to purchase a hot tub cover from the Cover Guy. We purchased a new cover after our last manufacturer’s cover lasted over 5 years. We paid extra for water sealing, so we would not need to also use a floating cover. 1.5 years later, the Cover Guy cover is completely waterlogged, so heavy we cannot open the cover for fear of breaking the cover lift. I reached out to the Cover Guy, and they had me unzip the covers and send pictures of the core. When trying to re-zip the cover, the zippers ripped away form the fabric, and are unusable. The Cover Guy’s warranty department offered to replace one core, but shipping was $199 (the entire cover cost $450, and shipping was included, so they were recovering the cost of the core plus profit with the “shipping charge 1�7). I told them the warranty was worthless, since I could not even re-zip the fabric if I got a replacement core. They have not responded in several weeks, so I must order a new cover from a different maker. AVOID THE COVER GUY. Their covers are worthless.

Date of experience: December 20, 2023

I have attempted to contact the cover guy via email, phone, Instagram message & Facebook message. I have not received any confirmation of if and when I will receive the item I have paid for in full.

Date of experience: January 19, 2024

I can't speak to the quality of there 1�7/h2>

I can't speak to the quality of there products, but their customer service is very, very bad.....if you are fortunate enough for them to answer the phone. Don't bother leaving a message. They will not call back. Ordered a cover lift. They charged me for it, but never delivered it.

Date of experience: January 18, 2024

VERY BAD business. I ordered Sept 5, 2022 and 10 days later I got an email saying they needed to charge me an additional $50 for shipping. WTF1?

"Unfortunately, due to increased pricing from our Carriers the zip code provided on your order has been flagged for an additional shipping charge. As per the shipping and returns section on our website it states that some areas may be subject to a shipping fee. We cover up to $185 under our free shipping and the additional charge for your area is $49.99."

I emailed on Sept 22 asking where my order was and now they're saying it's going to take another 3-5 weeks.

My bad for not reading the reviews earlier.

I'm going to update this review if/when I receive the product, but if I don't receive the product in the next week I'll keep this review as it is.

UPDATE Nov 4, 2022 - It's been over 60 days and I haven't received the cover. I've initiated a chargeback. Could be a scam, or just a very poorly run company in shambles.

Date of experience: September 21, 2022

What a terrible experience. Rude service. I wish I had seen these reviews, I would have avoided this business from the start. Deplorable approach to customers.

Date of experience: December 19, 2023

I received my cover but the handles are 1�7/h2>

I received my cover but the handles are on the wrong sides of the cover. They were placed on the front & backs instead of the sides. So completely unless. Sent several emails to all email address on the website and still have not received a response.

Date of experience: February 15, 2024

Impossible to place the order they did 1�7/h2>

Impossible to place the order they did mistakes after mistakes
They charged me the wrong price two times on my credit. I had to contest the transaction with my credit card

Date of experience: April 12, 2024

New cover with weather shield 1�7/h2>

New cover with weather shield fabric,when i opened cover after first rain water poured out of drain holes . inside cover was soaked. After a couple of emails was told cover is not water proof due to stitching. NOT TRUE! All info on internet says it is water proof.Sorry i bought this cover. I also paid to have core double wrapped and it is NOT.will not buy from them again

Date of experience: October 11, 2023

The seller is adding substantial 1�7/h2>

The seller is adding substantial shipping costs not disclosed when the order was placed. They also falsely stated the item was in transit for 4 months.

Date of experience: January 05, 2024

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.

Date of experience: July 12, 2023

Ordered a Spa cover from this company, they came back and asked for more money because it was more than 96 inches, tried to contact them, which was nigh on impossible and find out that they are not UK based but actually in Canada, and were informed the wait time was up to 10 weeks when the website said 6 weeks, decided to place our order with an actual UK company only to be told they would deduct £50 from our refund. Wouldn't go near them, not contactable or honest.

Date of experience: May 19, 2021