The Cover Guy Reviews 

I put the information in the order form online and when I got the cover it wasn’t even close. When I contacted them they said that’s what I ordered and there’s nothing they can do. I took a picture of the measurements and sent it to my wife the day I ordered it. They didn’t care and told me I got what I ordered. Horrible customer service.

At 2 years old the cover was getting heavy, now 2 1/2 years old cover even with the lifters it's very heavy to lift the first section. Since I paid for a better cover $842. I thought it would last longer then 2 years.

I would give a zero if available. Talked by phone, told to order online when ready. Look at everything online. Then asked my husband to double check. The cover does not fit and they say it is my fault and they can do nothing. Also, told that the lift will not work because it is an upgrade to have the metal inside. This was never mentioned. I wasted $600. DO NOT EVER ORDER FROM THEM. They simply do not care!!! The guy I talked to just kept saying have a nice day.

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!

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.

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.

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.

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.

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.

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.

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.

Beware when you order a hot tub cover from The Cover Guy. Even if you follow their online order form, they will find a way to state that they required 'special instructions' from you and refuse to admit their mistake.

Case in point - we ordered a hot tub cover, selected the correct manufacturer, model and year of production. Their form gives you back the exact measurements. We verified that they were correct. We then looked at THEIR illustration of where the straps are placed. The illustration clearly shows that the C placement is right exactly at the end of the corner radius. What we received were straps that were approximately 5" towards the center, meaning that the straps would fall in the middle of the hot tub door louvers, with no place to screw in the bottom half of the clip.

When I FINALLY was able to speak to a supervisor after having NO success with their email customer service, he stated that they 'followed industry standards for strap placement' and even though he agreed that both of my points were valid, they still expected me to pay for them shipping out a replacement cover skin AND find someone to install it as neither my wife (acute arthritis) and myself (cancer treatment) would be able to do the repair ourselves.

The other issue which they flat out refused to admit was that the color of the the cover we received was not at all the same as the image on their website.

Now on the phone, the supervisor was polite but still refused to admit their mistake and totally rectify it at no cost. Even if they did, we still would have had to pay someone locally to install the replacement skin.

I would never buy anything from The Cover Guy again. And if you look at other reviews on Google Reviews you'll find I am NOT the only one.

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

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.

Do not buy a cover from this company!! AVOID AT ALL COSTS!! Absolutely no customer service. Our cover, after 5 weeks is currently…somewhere!! But apparently no one knows! It has been scheduled for delivery for 3 weeks but still… no one knows where it is. AVOID AT ALL COSTS!! The prices are good and Affirm makes it easy but it’s too good to be true. G24-193471. That’s my order # just so you know this is real.

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.

First off, looking at reviews for covers on many big name cover companies on the web, you will find a magnitude of people bashing companies. Some may be better than others indeed. But I also firmly believe people come to expect too much from foam, and other materials that obviously will break down in weather, and that are abused. That being said, my review is based on my initial short term experience so far with The Cover Guy. I ordered my "standard" cover on 10-12-2024, and I received it 10-28-2024. I was super impressed with the turn around & delivery time. 10/10. I had read plenty of bad reviews, and not just from The Cover Guy, on horrible timing. Many were during the "pandemic", which I think must be taken with some grain of salt, due to the many constraints and issues that were going on in the world. It wasn't a great time for almost anybody. The "standard" cover itself was just what I was looking for. Fairly priced, light weight, and looks great! even came with clips & screws!. And the fit, with the dimensions I provided them, came out absolutely perfect! My hot tub is under cover, so it will not see the direct weather thankfully. But I would say as a warning to others, I would not recommend a standard cover to someone who's tub is exposed to the elements 24/7/365, it is not going to hold up. It is a light-duty cover. But for my needs, this cover is perfect! I obviously have not owned this cover long, so time will tell how it holds up long term. Thank you Cover Guy! Great experience from Oregon.

Update: finally received the cover. It’s very nice. We bought the non-vinyl version. My only concern is the side flaps maybe too light weight. The wind is making them flap up. It’s raining. Pretty sure rain is getting into the tub.
I’ll modify them with magnets.
The CoverGuy Customer Support is great. Turns out the Shipping Company is the actual problem. I hope the CoverGuy reconsiders its’ shipping process. Be aware; the covers label says; made in Mexico. Could have sworn I was told the covers are manufactured in Florida and California. I’d consider this company again because once they got involved with the shipping, it all got resolved.

Unbelievable incompetent company. Ordered Cover with ease. Shipping seemed straight forward. Then the troubles began. IAW CoverGuy, on the stop before the warehouse destination, the shipper reported "the truck broke down." The cover was in that breakdown city warehouse about 150 miles away. 'The truck'?? - as in the company has one truck? How about a contingency plan, like rent a truck. Anyway, come to find out 'CoverGuy' put the wrong phone number on my order. So once the cover allegedly made it to my city, the shipper could not contact me. To say this was insane, is an understatement, because, as I stated before, I had told CoverGuy weeks ago to change my number. I also noted that customers cannot login to CoverGuy and change/correct their own information. CoverGuy said they'd handle changing the phone number. Then I noticed 10 days later that my number still had not changed, so I called, and again, CoveGuy assured me they would handle the change; they did not! I was given the number of the shipper's customer service; it’s Somewhere in the Philippines. That agent tracked down my cover, still stuck 150 miles away, The shipper still had the wrong phone number for me. Said they were trying to call me. So I gave them my correct number. Another week goes by. I call Shipper today, because yesterday was the delivery date posted online; nothing arrived. Customer service says the driver could not reach me yesterday and verifies the erroneous number again. YGTBSM. I give her the right number again! She promised the trucker would call me today, and as promised, the trucker called me; cannot come until tomorrow. I will not be home tomorrow; have appointments scheduled. I have no clue how good this cover will be, but if its anything like the process to get it, I will be out $600. This whole process is run by incompetent employees. How do these companies stay in business.

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.

Order was placed easily, gave exact measurements, arrived quickly and in excellent condition, very nice cover. Fair price. Very happy.