Slow process/delivery time. Poor quality material and workmanship. Several defects. I was not able to track my order. I am not sure who actually delivered it, but there was damage to the box and spa cover. Information provided on their website regarding how to measure the radius was confusing, misleading and resulted in an incorrect spa cover size at each corner. When I contacted customer service, they responded with a 'we could care less' attitude. This was a zero star experience and product, but I gave one star since it's my bad. Had I checked Yelp in the first place and seen the overall reviews of one and a half stars, I would not have purchased a spa cover from The Cover Guy. read more

The company refuses to honor their internet ad for free shipping. They stated they will refund my money for the order and cancel it. I am very angry as I wanted the cover at their advertised price and free shipping. I would never do business with them again. read more

Just called this company before I placed my order.. and I am glad I did! HORRIBLE customer service and their website is NOT accurate with regards to shipping and delivery information. They have NO COVERS in stock.. EVER. Always takes a minimum of 4 weeks before it ships and another week for the actual shipment. NO cancellations of orders allowed. read more

I purchased a used hot tub that was in need of a new cover. After much research I placed an order with the cover guy in the beginning of December. I was told there would possibly be a delay due to the holidays. Well I received notification that my cover was shipped January 23. It was shipped from California to Arizona. It is now February 7th and I have yet to receive it. The Cover guy says the shipping company lost it. The shipping company says that the cover guy was supposed to drop it I if at there facility and have never received it. So multiple phone calls and nothing has been resolved. The cover guy doesn't seem like they are not that interested in finding it and or solving the situation. I understand things happen. But at least do something, anything other than say sorry..... we are looking for it. Look elsewhere for a new cover for your hot tub. read more

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"). 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. read more

The website originally stated three weeks to ship. I ordered on September 28th, they charged my credit card on October 5th, it is now December 15th and it still has not shipped. After several emails back and forth, me requesting an estimated ship date and them skirting around the question, they are now telling me sometime in January. So at this point, living in a cold region, I will not be able to fill my hot tub until spring. They offered me a cover cap for the delay. For what? My non-existent cover? The same day I received that email, they posted on their Facebook page that it takes 4-6 weeks to ship in the US. Even if they ship the first week in January, which I'm not holding my breath for, it will be fourteen weeks! read more

Great customer service. We could not be happier with the final product and service we received. read more

The Cover Guy - The Cover Guys really came through. - Hot Tub & Pool Near Me - Burlington, Ontario

Placed and was billed for my cover March 12. Appreciate that there are probably delays that have resulted from COVID -19 but have no estimate date of delivery as of May 12. Have inquired several times by phone and email with no answers. Could not get through on phone and voicemail is full so could not leave a message. I do get email replies but it always the same "canned" answer asking to be patient and contains no specific information as to when the cover will be available to ship. My existing cover has deteriorated over the last 2 months to the point that it is now unusable so there is no cover on the hot tub at this time. I paid in full at the time of order and think that it would be fair after 2 months to get a more detailed response then its still in production. read more

My cover took about 13 weeks to arrive. They will not respond to calls or emails so don't bother. The delivery driver dropped off the wrong one and he said they are all the same. I had to plead with him to go back on his route and pick mine up. He dropped it off at the wrong address. So at least two people would have received the wrong covers. The driver did go back on his route and grabbed the right one I ordered. Thank God. Cover is actually pretty good quality but the customer service is the worst I have ever experienced in my life. read more

I emailed the cover guy the day before i ordered they assured me 4 to 6 weeks. We are now on week 7 i emailed them asking where my cover is they say it is still in production and need at least 2 more weeks just to make it. I told them to just cancel the order as i can order another one at there competors and recieve it faster. They said if i cancel they are keeping $50.00 for their trouble of doing absolutely nothing do not buy from these people. read more

Do not order from The Cover Guy! We placed an order back in August and 6 months later (now end of January) my order still not been shipped. They made sure to take the full amount from my bank account back in August when I placed the order. I'm a returning customer and have never had this problem before. I understand that materials are not readily available due to COVID shortages but I would have NEVER placed the order if I knew upfront that it would take at least 6 months for my order to arrive. I sent an email to customer service and received a generic statement about the lack of materials and delays in processing orders. Not a happy customer and will not return. read more

Just like the other reviews this place is as bad as it possibly can be. I ordered my cover on July 14. It is Sept 3 and I still havent received it. I checked on it 3 weeks after I ordered and never heard anything back. Like the other reviews, I got an email a month (August 13) after ordering saying it was almost finished. On August 24 I got another email saying it was shipped and they gave me the wrong tracking number. I am now on hold with the worlds sketchiest shipping company National Freight Line. I have been on hold for 20 minutes as I write this review. This is the 3rd time I have called them. I dont think they know where it is and I will be surprised if I ever get my cover. It was $575 and if I would have spent a few hundred more at my local spa shop, I would have a cover. Whatever you do, dont give these guys business. Seriously, one of the worst places I have ever dealt with. read more

This is a terrible process, as the others have stated. It's been over 3 months, and I still haven't received my cover. I had to contact Amex because I'm concerned this is a scam at this point. The customer service from Cover Guy is horrible - terrible in fact. They hand off the cover to National Freight Service who will hold your cover for weeks before moving it to the destination area. Then they hand it off to a local company who will deliver it when they see fit. The nominal cost savings from buying here vs a local store does not add up in the long run. Who knows if we will ever receive the cover, or if it is of any quality should it finally show up? read more

Ordered a cover from this company in February of 2022 through amazon. It was listed with free shipping. About a week later someone from the company contacted me to tell me they could not offer free shipping to the address it was being sent to and would have to charge and additional $149. I gave them my office address and they said they could ship there for free. I contacted The cover guy yesterday to see where the cover was and they told me the new address I gave them would be an additional $149. They never contacted me or tried to get in touch. I cancelled the order at this point. This company wasted 10 week of my time. Total bait and switch with pricing. I would recommend you find a different company to work with. read more

Horrible experience. I have purchased several covers here over the past decade, but never again. This company has no idea what they are doing once they get your money. Order was shipped, then lost, then found, then shipped again. But only half of it, Half was still lost. Then re-orders again 2 weeks ago from warehouse 10km from my house, Still not here. Several phone messages, when returned many promises to call back with resolution - calls never followed through. Try to "Buy Canadian"!? Why when it causes months of hassles. Equal or better quality cover available at Costco... read more

Ordered a cover which arrived a rip in seam. I contacted the company who gave me the run around for months. Then they said that it wasn't covered by their warranty. They have a joke of a 7 year warranty but wouldn't cover a rip at the seam on arrival? This rip will progress rapidly into a larger one. Easy fix for the company but they dont care. No customer service.. They could care less about making the situation better and having a customer for years. Stay clear of the Cover Guy. read more

The Cover Guy - Hot Tub & Pool Near Me - Burlington, Ontario

I would love to be able to write a review on the actual cover, but I haven't received it. I can tell you that their customer service is horrible. I placed my order April 4, emailed to see how long turnaround was in their product because it wasn't disclosed and was told 4-6 weeks. Seems rather long, but ok. They said they'd email when it shipped. I received an email April 30th saying the zip code wasn't valid and needed fixed and to respond to email. I am not sure if I entered it in wrong or they did when they gave it to carrier. However, Marysville, Oh was correct and the zip was entered as 43049 instead of 43040. I emailed ananda with the correct address immediately. That Monday I received shipping info and it had 43049 still. I called and 'Amanda' told me I needed to pay $185 to correct the address with the carrier! I told her absolutely not. The hut tub cover, hot tub vacuum ( which could have been shipped weeks earlier by traditional Ups or FedEx and solar cover was $589. I wasn't paying $185 in shipping when regardless of who's mistake it might have been shipping is free. Amanda said she'd pay 1/2 but that's it and I needed to decide what to do with shipment. She said if I don't pay she'd tell them to dispose of it all together and I'd be out the $589! I've never experienced such poor customer care. I wish I would have read the rough all their reviews before ordering or the many complaints filed with BBB against The Cover Guy. What a sham! read more

It's been very frustrating dealing with them. They never answer the phone. Making the hot tub cover took 2 months. When they said it was shipped the link they provided for the shipping company didn't work. The shipping company has no tracking information. DON'T ORDER from the Cover Guy. read more

AWFUL! This company is absolutely awful. Yelp won't allow for zero stars, but if they did that's what the rating would be. They have terrible customer service and do not rectify THEIR mistakes and charges. They sent me two products that were completely useless to me-- a hydraulic lift and cover protector. I ordered these products and provided the company with ALL of my hot tub information, make/model, all dimensions. They sent me a lift and cover that are completely incompatible with my hot tub that I have no use for. They then paid associates money to argue with me that it was somehow my mistake because I should've known they don't accept returns and refused to provide me a refund after they sent me the wrong items. Then in their "good graces" they agreed to return the item with me paying shipping and them keeping a 25% restocking fee-- the restocking fee plus shipping for these bulky items would cost me as much as I had paid for the items. They will respond to this saying that I agreed to their "no returns" policy. Yes, i agreed to a no returns policy, but not if they sent me the WRONG item. If you're sending me something I did not order and cannot use, that's on you, not me! These guys should not be in business. They are crooks! read more

Like others I wish I had read these reviews before ordering from this company. 4-6 weeks turned in 8-10 weeks on the 7th week. Terrible communication with company, misleading information. Hoping for a refund at this point. read more

We recently had to replace our hot tub cover. After doing some research on line we decided to go with the cover guys. The website was easy to navigate and it made ordering the exact size replacement easy. There were additional follow up emails to be sure about the size which I appreciated as I was nervous about my measurements. I was updated with emails as to the status of my order which took a little longer because of the COVID-19 delays. The quality is on par with my original cover and I'm sure it will last for many years. read more

BBB D rated company. DO NOT USE! Buyer Beware. Ordered 5/6/20, 5/20/20 the order moved to production after they had to re-collect measurements which were supplied on original order on 5/6/20. 6/1/20 checked on status and was given 4-5 week delayed estimate due to seasonal volume - which seems like they always have seasonal volume excuse from reading other reviews. Website had listed 1-3 weeks before placing original order. So 4-5 weeks, not a deal breaker, but really annoying as they tell me it will be $50 to cancel an order due to their inability to deliver. Moving to today, 7/8/20, no cover or shipping date. 9 weeks since ordering and 7 weeks since going into production and counting.... Tactics utilized by this company: 1. Delay in getting correct measurements 2. Delay due to "seasonal volume", which can be observed on other complaints year around. 3. Cancellation fees of $50 if you want to cancel after learning of delays, even though they clearly are not meeting the delivery expectations. 4. Run around customer service, assuming you can get them to answer phone or respond to email. 5. To top it off, these guys send an email with a coupon code to take 10% off your next order on 7/1. Who would ever order again from these folks after being treated so awful the first time they ordered? Marketing geniuses! Words cannot describe how utterly sorry I feel for these folks and their business. As a customer, all I ask is to get what we ordered in a reasonable amount of time. My mistake, never again. Hopefully this helps someone else before they make the same mistake. Overall - the #1 WORST company I have ever dealt with in 40+ years. BBB site: https://www.bbb.org/us/ny/sanborn/profile/pool-supplies/the-cover-guy-east-0041-57107117/complaints Update 7/20 - Emailed company 7/8 Their response five days later 7/13 - "Thank you for your order, your cover should be out in the next week." Same crap delay tactics. 11 weeks and counting.... Update 7/21 - Cover finally arrives after no notification of shipping and tracking number. Was shipped from LAX on 7/13 according to bill of lading attached to box. So plenty of time to coordinate a delivery, but no coordination (email, phone call, and/or text) was done. Packaging damaged, but luckily the cover inside was not. read more

do not waste your money. started taking on water within 6 months. trying to resolve a warranty issue with them is a waste of time. They keep asking the same questions over and over, we send pictures, they make up more things to ask for. Our $500 cover is a boat anchor. AWFUL!!! read more

Cover was delivered as quick as possible during the pandemic. We loved it unfortunately the hot tub didn't last. It now sits on the new hot tub. Thank you!!!! read more

SCAM! DO NOT BUY FROM THEM! Website still accepting orders and my order from 10/1 has still not been "produced". Status says "in Production" since 10/1, multiple emails back and forth and they are now saying it won't be ready until January at the earliest. FRAUD. STEALS MONEY WITH NO INTENTION TO SEND YOU PURCHASED ITEMS read more

I have tried to work with this company regarding their mistake and so far I am not getting anywhere. Please use a different company. I gave them my hot tub model and year and they still made it wrong! read more

Received the hot tub cover in good order but when the stitching started to fail, the phone number didn't work and no reply back to their email address regarding the warranty. Is this a real company, I don't think so. Zero customer service, zero years warranty!! read more

Was initially impressed with the quality, even after a delay in shipping. I've been trying to get a hold of customer service regarding the opener not working. I can only use half of my hot tub as the opener still doesn't work. Over 5 emails sent, no response to them even when I sent to the rep that was initially helpful. Poor customer service, would recommend going to a store local to you so you can actually be helped when you need it. Over 25 emails sent, initial one was over 4 months ago. Now having to go through the Consumer Affairs Authority with the provincial government to rectify the situation. Absolutely do NOT recommend. read more

My only disappointment was there was no record of my previous purchase so i had hoped that i might be eligible for some warranty credit as it was only 3 years ago when i ordered the previous cover.....despite even sending a copy of my previous order through - no one was able to find anything read more

I wish I had checked the reviews here before I ordered from them. Almost $500 for a cover and I'm still waiting. It took them 2 weeks just to start production on it and then after ordering they said it would be another 6-8 weeks until it ships. That's insane. Even with COVID you shouldn't have to wait 2-3 months to get a spa cover. read more

I purchased a new hot tub cover in May. I ordered a new lift at the same time as my lift was bent, because of the existing waterlogged/heavy cover. My credit card was changed the full amount ($709) on the day of purchase, including the cover (339.99, +49.99 weather shield, +49.99 combo vapor proof barrier shield& energy shield), the new lift ($269.99 for the covermate III), and an inexplicable foreign transaction fee ($7.09). I did not receive my cover for 2 1/2 months, and received very little in the form of explanation as to why. When it did finally arrive, it did so without an indication that it shipped, showing up in my driveway unexpectedly. But, where's the lift? I immediately contacted customer support by email and indicated that the cover arrived (it fits, seems adequate, but based on the level of attention to customer service, I hope it lasts and doesn't just fall apart), but that the lift has not arrived. I asked that the lift order be CANCELLED and that my cc be refunded for the amount of the lift. After several emails to customer service, providing them with a copy of the original invoice, No resolution. The last email from customer support seemed to be asking for a copy of my credit card statement.....unacceptable!! You have the records of the purchase. As previously stated, I now have my cover. It seems fine. Fits, covers my hut tub. That being said I am extremely disappointed and frustrated with customer service. Just refund the cost of the lift cover (and the unexplained foreign transaction fee), PLEASE. I would not recommend this company to anyone looking for hot tub supplies. read more

I ordered my cover on September 5th. I screwed up the order (my fault, not theirs) and they caught the problem and notified me that there were inconsistencies in my order. I spoke to a very nice someone on the phone who walked me through the process and got my order going again. A couple weeks later there was a beautiful hot tub cover in a box on my driveway! I installed it in about 5 minutes and it looks great. I couldn't be happier with the process and the product. read more

Probably should have known better than to order from them again since our last cover only lasted two years. But here we are...ordered a cover three months ago and still have not received it! Nor have we received any explanation as to why it has been extremely delayed. They also claim to be the "number one custom cover maker" yet the covers are being produced elsewhere and shipped over to them which in turn also prolongs delivery. Customer service is awful and we will never again order from this company!! read more

I purchased a cover from the Cover Guy 3 years ago. The cover looks great on the outside (I have taken very good care of it), but the the plastic liner under the mesh on the underside has completely deteriorated and sloughed off into the water. Now the cover is completely water logged and very heavy and hard to open. I have emailed the company twice to inquire about the 7 year warranty and you guessed it......no response. I guess they don't really care about their customers or are concerned about me telling all of my friends and family who own hot tubs where NOT to buy a cover, lifter, chemicals, or other items from. read more

We purchased a hot tub cover in 2019 and was happy with the quality but not the shipping. I contacted them mid December 2021 for a repair kit and it took several weeks to figure out what to charge me so I ended up placing the order January 7, 2022 - the shipping cost was $15 and I received it today, almost 2 months later. Dealing with the Customer support and shipping (on the part of Cover Guy - not Loomis which delivered it) is absolutely terrible. DO NOT USE THIS COMPANY read more

Awful business. They sent me the wrong cover for my hotub and then would not respond to my emails and phone calls. STAY AWAY!!!!!

It has been 10 weeks since we placed our order and it still has not arrive. When I inquired I received only the reply "Thank you for your email. It is 4-6 weeks to ship from the day you placed your order." I would stay away from this company. This seems to be the theme with this company. read more

My last email to The Cover Guy: Well Claire, let me give you a little insight from the customer perspective. 4 - 6 week production time is what we are told. So on the long side of that, 6 weeks, we as customers will wait 42 days from order to ship for production, easy math 6 weeks times 7 days a week equals 42 days. Regarding my order, it was sent June 16th and shipped August 25th. It's pretty simple to ask Google how many days that is, the answer is 70 days. So your statement on my order being within the 4 - 6 week timeline is relatively inaccurate I believe as it took 28 days longer than I was told. Now regarding another customer perspective, yes your company reached out by email twice regarding my order being in an area require information extra shipping. Yes I made a mistake in typing my email address wrong so I wasn't receiving your companies emails. Yes I only found all of this out because I randomly called to check on my order after 4 weeks (the time between May 16th and June 16th). Now for the real customer lesson for you; why do you require a phone number when ordering a cover if you will NEVER use it? If I send an email to an address ending in .con I get an undeliverable message. Your company must not have that kind of technology to receive an undeliverable message for an email sent to an address ending in .con? I would suggest removing the phone number input area of your order form as your company won't use it anyway. If I had not called to check on my order after four weeks, or not even at all, I would be sitting here still waiting for it to go into production. Another lesson? When I called in on august 9th, I was told it would ship by the end of the week and I would receive tracking info. I hadn't heard anything and called again on August 20th and was told it had already shipped and I would receive tracking the following Monday or Tuesday (I have the email to prove). I never received tracking? You say the order shipped the 25th and "TG" said it had shipped the 20th? Who is dishonest or is it the entire company that is dishonest? The cover finally showed up and I had never received tracking or shipping confirmation by email? Lastly, my cover shows up and the lifter I ordered did not. I can now fill my hot tub after many months and put the cover on, but I cannot fully uncover my tub or I might damage my new cover without a lifter. I contact you, and was told to verify I didn't get it, then that it would ship. And tracking would follow. Again, every time I was previously told tracking would follow, tracking never followed. From a company perspective, knowing this whole thing went sideways already, you would thing there would be some expedience in resolving yet another error so I can get my order fulfilled maybe 110 days after I ordered the lifter and cover. But now your telling me that shipping could take a week? You know I can ship something any day of the week, and The Cover Guy can't? This is crazy. Your explanation of the order dates, production times, missed emails, etc. make it appear like you or your company don't believe I have a valid complaint? Or a complaint that is severe enough to leave negative reviews on Google, Yelp, Facebook, or any other online review platform? Is this the experience you want to give your customers? I am at a loss of the lack of expedience to shop the lifter out and ship it fast. read more

This is an absolutely horrible company to do business with. After I placed my order online I followed up and asked for a ship date and was told that they are not under normal production and it would be 4 to 5 weeks. I replied and said that would not be acceptable and I would like to cancel my order. Several days went by and I did not hear from anyone. I then called the company and was not able to talk to a person but left a voicemail. That voicemail went completely ignored until finally a couple of weeks later I received an email stating that if I cancel my order I will be charged $50 to cover their fees. They claim that that is noted on their order form and on their website but I did not find it in either place nor did they advertise that they were taking 4 to 5 weeks to produce a cover. Great example of a company to watch out for!! read more

Terrible customer service. Third cover we have purchased. Quality is OK much, they charged the credit card three weeks ago and now claiming 7 week lead time for Manafactruing. These are styrofoam hot tub covers people. If you want to claim Covid slowed you down put that as a warning BEFORE offering expedited shipping. Nothing on website about delays. This will be my first of a dozen or so bad reviews. I've asked to be called with a ship date. Luckily Visa will stand behind me if it gets to that. BUY ELSWHERE read more