The Cover Guy Overview
The Cover Guy has a 1.8-star rating, derived from feedback provided by 206 customers. In the Pools, Spas and Plumbing Supplies category, it secures the 12th position out of 219 companies.
Rating
Contact Information
Website
www.thecoverguy.com
Phone
(866) 622-6837
6405 Inducon Drive West, Sanborn, New York, 14132, United States
The Cover Guy Reviews
Anonim
Try to get someone to call me
My cover won't fit its 3 in to short told them if thy would send me a 6 in x 66in long to cover the l white that's showing on my tub that my new cover don't cover the same color to match my cover I would be happy but they won't reply back to me a waste of 645.00
Danny
Poor customer service. And lie about country of origin
Took almost 3 months to receive after repeated e-mails and phone calls. I asked initially where they were manufactured and Amanda told me twice that they were custom made in California as i wanted USA made. After i received the cover it has a large tag that says made in Mexico.
Jason
Poor Quality and Service
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 its 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
Paul
Most expensive cover I have ever bought won't keep spa warm
I purchased a spa cover from The Cover Guy, what a mistake. I leave in Southern California, and the spa is useless at keeping the spa warm. When I sent them an email about it, they told me I could purchase a different foam insert for an additional $350 (Already paid $450 for original cover). I have asked for a refund, stay tuned!
Jack
I lost the package of screws and pieces for the lifter
A Month ago I sent a request off to Customer support for a replacement package of screws etc. that came with the lifter and new cover. My fault and wanted a price to order them and finish this project before my knee surgery. First, I got an email from Tiffany wanting to know what model. It's a cover guy product?, so I sent her pics. Then I got Amanda who seemed nice enough and wanted my telephone number to call me. She gave me the price and all I wanted to do was pay. This all started Sept 23rd and now Oct 20th. I have asked repeatedly for a call, nothing. Had my surgery and back home. It would be nice to get this done. Interesting also that everybody seemed to get the "you are out of the area for free shipping" and wanted $150 dollars. NOT!!!
Anonim
Shipping
Purchased a hot tub cover, and now almost 7 weeks later no shipping update on delivery, and 2nd request to have someone in upper management call me for a status.
Terri
False Advertising!
Ordered a cover with free shipping. Then got an additional charge of $199.99 for being out of the area. What a scam! If you advertise as free shipping honor it! If there is a chance of additonal shipping, put it in the check out area. Don't send an email later requesting it! Buyer beware!
Anonim
Product never received, AVOID THIS COMPANY
I purchased a cover online and after several weeks, contacted the company. They stated the cover had shipped and been delivered but I never received it. Total scam of a company! BUYER BEWARE
David
Resolved: Poor customer service
Updated by user Jun 01, 2022
Company fixed the issue and I have been provided with product replacement. TCG kindly sent me the parts for free for my inconvenience. Still like the product..
Original review Apr 29, 2022
I bought a cover from TCG. Installed it and was satisfied. Seemed to work well. Few months later was opening it and a gust of wind caught it and slammed it open. The hydraulic lift shafts both broke at the connections. Well, stuff happens. Not a big deal. I will replace them. Contacted TCG and got an email back from customer service saying to call and they'd sell me new parts.That was 4/1. It's now 4/29. I have called literally dozens of times and reached voicemail, left phone number several times, emailed several times. All with no further reply. Knowing corporate America, they are probably short staffed in customer service. Would not recommend them
Roy
Failure to deliver the product
I ordered the cover on November 5, 2021 $588.00 including free freight. I was emailed a few weeks later to tell me that freight had gone up and that I would need to pay $150.00 for the additional freight. I refused and he cut it in half and I said no you said free freight so I expect free freight. He agreed to send me the cover. I was first told as I inquired prior to ordering 4-6 weeks and 1-2 weeks freight. It is now January 10th and the last time they responded to a email was telling me it would be made in February. I fear I will never see this cover or my money. This is the second company to rip me off for a cover. would never buy from them period!
burl
Paid for cover six months ago. Never received it. Customer service does not answer.
Six months after payment now and still no cover. Customer service told me to keep patient and made promise of a future delivery that never happen. Now they don't answer.
Mike
Cover warped 1 year into a 7 year warranty
DO NOT BY THIS PRODUCT! I bought a cover a little over a year ago and recently noticed one of the corners seemed raised slightly off of the hot tub. On further inspection the foam on that corner was no longer flat. When looking at all of the other corners I noticed similar warping and raising from the hot tub. Because this product has a 7-year warranty I contacted the company and was told that the cover had melted and the foam would need to be replaced. This would cost $110 one side of the foam and $149 to ship it. When I asked what could have caused this, I was told that it was extreme heat from a window reflection or something being laid on the cover. When I pointed out the impossibility of this happening on all four corners due to this reason. I was basically told too bad and it was not a warranty issue. I am now stuck with a cover that no longer keeps heat in the hot tub and no reason to think that this is not just going to happen again. By the way, I live in Washington so we do not get extreme heat. We are lucky if it is not cloudy all of the time. I am very disappointed.
Bruce
I keep hoping someone will wake up in your office and REPLY. So far NADA
I have been waiting since Sept. for a 4-6 week delivery, but to no avail. I have left emails, messages and now after reading reviews , I am worried I will not get what I paid for in Sept. Please respond and atleast let me know. Bruce R Scharer Order#CG19-60****Check customer reviewsCheck customer reviews
Steve
Amazon order
I received a message through Amazon customization details needed to complete order 112 - 574**** - 517-**** I left a message at your facility as there was no one available to take my call. Please contact me at 480-703-**** thank you!
Jeff
Shipment delays
Four months since I ordered and no cover. Just a phony estimated delivery date thats over a month old.
Robert
Hidden shipping cost after told it was free
After placing my order I was contacted by the cover guy people and was told there will be an extra charge for shipping Because I am in an area out side there shipping zone. I live inside the city limits of Wichita KS. I have had freight trucks deliver large items to me before in the past with free shipping. I called all of the freight shipping companies that deliver in this area. They all told me that its with in their routes so no extra charge. No place in the advertising check out process does it say that there may be an extra charge. It does repeat while checking out that the shipping is free. I have screen shots of the whole process as well as all of the information on the original advertisement and my conversation with them. I canceled my order. I will say they did that very fast. had to ask twice but they got it done. My final price to have this shipped to me was just under $700.00 after the supposed extra shipping. I just very happily spent $810.33 at a local shop that had one in stock and had it installed the same day. I was more then Happy to spend the extra money rather then deal with hidden costs. It was not about the money. Its the principle of the thing. Update your advertising and checkout cover guy! If they are doing this type of business practice the. What else will they do?