The Cover Guy

Please reconsider this company. I gave them my hot tub model and year. They made the cover incorrectly. They are a third party company and have no knowledge.

They are worse than a zero star rating. Ordered cover in July recieved cover Nov 11. Paid for upgraded handles didn't get them, when delivered it was left in my driveway leaning up against my car. I chased them by phone left voicemail never got a call back. Emailed at least 12 times finally was told they "miss placed order. Followed up a week later by email, told they forgot to put order in. They say they are a Canadian company, covers come from Pennsylvania. My suggestion DON'T ORDER ANYTHING FROM THIS COMPANY

At first glance, they seem like a good company based on their website, but it's all a lie and a SCAM. Don't let the modern website fool you!

Below are photos of my hot tub order, where they improperly made the cover 1/2" short, causing it to not fit on my hot tub. The cover skirt protrudes outward (see photo). The order form clearly shows the measurements I ordered, but when measuring the cover it's not the correct size. A clear mistake from the COVER GUY production line.

What is the point of ordering a custom hot tub cover if they won't make it custom? The customer service rep, "AMANDA", was absolutely no help at all, and claimed the companies has a 1" margin for error on all "custom covers". Now re-read that last sentence and tell me that's not the most ridiculous thing you've ever heard....

I'm now stuck with a cover that doesn't fit my hot-tub, and looks to small. Something that is so clearly a manufacturing error, but they refuse to refund my order, or simply send me the correct cover I ordered. I'm now stuck with the trouble of disputing the charge on my credit card (thankfully I paid with a CC for this reason), and I will be filing suit against the company if not return in full.

(PHOTOS won't upload)

COVER GUY RESPONDER: ORDER# CGUS-204694 ; 12/28/17 delivery

LIARS LIARS PANTS ON FIRES..... 22,000 COVERS A YEAR AND ONLY 10 REVIEWS. REALLY. HAHA
NOT MADE IN USA,??? WHEN THEY CHARGE YOU AN INTERNATIONAL FEE TO TAKE YOUR CREDIT CARD

We ordered the cover on line and completed the information requested which INCLUDED the brand name and serial number of the Hot Tub. When the cover arrived, it did not fit properly although we had measured according to the instructions. We were lulled into the belief that because we gave the brand name and serial number-there would be verification that the measurements would be compared against the manufacturers specs. WRONG! And the company protects itself by the statement about how they are not responsible for errors in measurement. The straps were not sewn at the corners as the originals and were of much lower quality. Their solution was to provide "hurricane straps" free of charge. The plates for the cover lifter were NOT 2 inches so we're had to reinforce the plates with 2inch plates to be wide enough to attach the lifter. Customer Service insisted the plates were wide enough dismissed our concerns with "just do..." suggestions such as removing the vinyl and adding a wider plate . If they don't care enough to attach the straps the correct way and provide the proper plates for the lifter how could they care about the quality. size and the more crucial aspects of the cover. Wish we had purchased from the HOT TUB manufacturer! Never again!

After only a few months of use, the handles of the seams began to tear.
After submitting my problem to customer service and was told that because the handles were subjected to additional stress it was not covered by the guarantee ... therefore, the conclusion is that I have a lid with handles that I can not use because they are not made to support the force required to open the lid.

they propose to send only the vinyl envelope at my expense which means that I have to go out and handle the insulating foam with the risk of damage or damage to the vinyl once it returns me to reinstall it. ..honestly I do not recommend anyone to buy this poor quality product especially at the price, is very close to that of the original cover...not worth it

I had excellent customer service. Allison was very helpful with the measurements. The cover was delivered promptly and the drop off instructions followed. The cover looks great and fits like a glove. Time will tell on the wear and tear.

The sales staff is very friendly. We ordered a new hot tub cover and it arrived in decent time. Within 1 year the vinyl undercover was completely torn away. It was breaking off in my hands as we tried to tape it. When we contacted the company to ask about the 7 year warranty we were told it wasn't covered and they would probate the cost blah blah blah. Cheap company, awful product.

The never respected the size That I ask for. And they refuse to exchange it.
Do not be fool by I feel so sorry for you, they wont do anything. I tried to get the ownwers name but they wont say it.
I want to take them to the peoples court in Quebec.
If anyone knows the owners name please let me know.
Thank you

Just installed the new cover from The Cover Guy and it is not nearly as well constructed as the OEM one that I bought from Sundance Spas. I was sold on the fact that it was guaranteed for 5 years and that if I add the vapor barrier option ($48) that I would be guaranteed for an additional 2. When the warranty information came I was very disappointed to see that it was guaranteed pro rata as follows...
Year 1 - 100% of purchase price
Year 2 - 50% of purchase price
Year 3 - 40% of purchase price
Year 4 - 30% of purchase price
Year 5 - 20% of purchase price
Year 6 - 10% of purchase price
Year 7 - 5% of purchase price
This was certainly never explained and is part of their approach to business. Very misleading so buyer beware. I didn't investigate as closely as I should have. I probably would have been better to replace my cover with OEM and pay more because looking at the quality of the materials...not sure I will get much longevity.

Everything went great, only took 2 weeks and 2 days, so it came early. It Fit perfect, is very light and looks amazing. Now to see how long the thing lasts......

After 1.5 years old, my premium cover fell apart in 2 spots. On the underside outer corner where it folds and the seem that holds the two half together. Very poor quality material and to "top" it off the warranty is bogus!
They told me my warranty was pro rated and it would cost over $300 to replace it. Ya...I am going to buy another crappy cover off these guys.

Ordered a cover, it took over a month to receive the cover and came damaged. Can't get a hold of anyone to get replaced.

I have had my cover for 3 weeks now. It shipped Estes Express. I was informed the Driver would be arriving at my home the same day. The Driver was very nice and helped me carry the cover around to the back of my house. The cover is excellent. I decided to upgrade and get the more expensive one because I live in Wisconsin. I've noticed my pump heater operating a lot less which tells my the cover is doing its intended purpose. Thanks Cover Guy for supplying me with a Cover that is dependable and affordable.

Bought a cover and had to cancel 2 days later ( company tried to upsell me after my order). Was told to pay $50 to cancel an unfilled order. Nice service, never again!

Make sure, when ordering online, all the details are correct, and keep contacting the company. By the time the order is complete, the order will be placed into production, and may be few days. Then wait 3-4 weeks or pay another $30 to have a rush order for 10 business days. 3-4 weeks should be 20 business days? I hope my order arrives soon. :) thank you.

CSM Lisa speaks down to customers like they are idiots. Repeats the same script over and over, does not listen to customer. Don't be fooled by the great sales people, you'll have no CS after your cover fails.

We purchased a hot tub cover this month for our 20 year old hot tub. The staff was friendly, knowledgeable and professional. The cover arrived on time and fits perfectly. The quality is excellent. We are extremely pleased and are already recommending The Cover Guy to our friends and family!! Great job Cover Guy!!!

The hot tub cover itself is good quality but the clips are the cheesiest things ever! They are designed tiny and break in no time. The hot tub cover is now just sitting on top of the hot tub and I hope a large wind never comes. We bought the hot tub in January and by April all four clips were broken.

After 2 months trying to get a cover that was undamaged, I demanded a refund. HST made a beautiful cover but the shippers (to NB) Canpar, either do not know how to read or they just do not care. The box said 'fragile' and not once, but twice! I received a damaged cover. There first was punctured. The second was not only punctured but a hole was ripped right out of the side of the box! Then to get it returned for inspection, wait days to over a week for it to be returned so they can once again, process another cover, was ridiculous.
Sad that the cover guy loses out. I cannot recommend to friends. If you are ordering from the East Coast, buyer beware!

We ordered the cover about 3 weeks ago. When ordered, we were told that it will take about 3-4 weeks. We were charged the day we ordered it. During the 4th week, since the status was still “Production” so I emailed the company. I got a reply saying that due to unexpected increase in number of orders, now it might be ready after another 4 weeks. I don’t understand why we were told that it will take 3-4 weeks. I don’t know how they queue their production but orders coming after our orders shouldn’t delay our order. Either the company lied or their production doesn’t work on First Come First Serve basis. When they delayed no one bothered to send up an update until I enquired. So far not a good experience. It remains to be seen how the product is if we ever get it.

This company is the worst company ever. They have no service, they ask you what kind of tub you have, make, model, year. They tell you the dimensions and they make it too big. They said there are no returns or refunds. The only way to get your money back to stop it on the credit card. then you go back and forth. Now the company is so fed up they stop arguing, you get a refund and keep the cover.

They really don't care if they make a good product or not and they don't care about any customer service.

Lisa the manager has no clue about anything.

I received a new cover last Fall. Upon opening the cover for Spring cleaning we found that the nylon backing on the underside of the cover is very abrasive, not unlike the nylon screens used to sand drywall patch, and with the Oklahoma winds the cover scraped through the gel coat in 6 places. I have spoken with and e-mailed Amanda and Claire in customer service, sent photo's and they refuse to take care of the problem. I understand that this might be an isolated case where the wrong backing was used, but they should make it right.

The cover arrived in 4 weeks from order to delivery. The color was great, fits perfectly and light weight.. Great service would recommend them.
Thank you

I wanted to share what a fantastic experience I had with The Cover Guy. I ordered from their website I went with The Cover Guy after shopping around online, it seemed like the best deal. Right after I ordered I received an email to let me know they received my order, that was quick. Then they told me when it was being made and when it was being delivered each time through and email. They sent me tracking information and we received our new Hot Tub Cover just when they said we would.

What a great looking hot tub cover and immediately made our backyard look ten times better. I tell everyone who has a Hot Tub to go to The Cover Guy, I even buy my hot tub filters there now.