ComplaintsforThe Cover Guy-East

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Defective product within 1 year of purchase (7 year warranty). Their response was for me to pay half the cost of a new cover for the parts to fix their issue.

  Business response

  03/21/2024

  My response to this one is we did cover the customers issue under the terms of the warranty by offering to replace the foam,  however as per the warranty shipping is applicable and the customer was not happy with that.

  I would encourage the customer to review the terms of the warranty, we do make it clear that shipping charges are applicable on warranty claims after the first year.  We are happy to work with the customer.

   

   

   

  Regards, 

   

  Lisa 

   

  Lisa K******

  General Manager

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a cover from "Cover Guy" that arrived end of July 2022. Total cost right at $600. I am an experienced spa/hot tub owner . I maintain my spas making sure the chemicals are balanced. I know how to do this. I use the spa several times per week. This is the first time I have purchased a replacement cover from an outside of the brand source. ( Hot Springs/Caldera). All of my other covers lasted 3-4 years, and the issue was always sun damage. The cover arrived. It seemed much lower quality than the others I've owned, but I kept it, thinking maybe it was a new type of material. Over the last couple of months I noticed a "bubbling" up of the underbelly. ? I wasn't sure what it could be. I've never seen that before, however this cover is definately different than the others. Last week the material began splitting and coming off in chunks. No worry , I thought, they have a 7 year warranty. What a joke. "Cover Guy" reviewed the pictures I uploaded to the warranty site, and immediately responded it wasn't covered as it was "chemical damage"! , he also went on to tell me I needed to "learn" how to maintain the spa chemicals , and quit using it as it was dangerous. What? I know how to maintain, and do maintain my spa. I use it and check the chemicals several times per week. No honoring of the warranty. I should have researched "Cover Guy", there are numerous complaints about the company all over the internet, for issues just like this. I am working with my credit card and posting reviews of warning everywhere I can. The Cover Guy was very nasty and accusatory saying it wasn't warranty. ???? All spa's must have chemicals to use. I've had a spa since 1986, my current one being my 6th spa. NEVER have I had an issue. If the product cannot stand up to chemicals, its not an adequate cover. The issue is with the Cover Guys substandard product!

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a hot tub replacement cover 11/29/2019 that claimed to have a 7 year pro-rated warranty. The tub cover insulation lining has disintegrated and the cover now fills with water when it rains and needs to be replaced. Checking The Cover Guy web site you are directed to an email for warranty claims. I emailed 9/20 and and auto reply said to submit photos and a copy of your receipt, which I did except for a photo of a manufacturing tag they also want you to include that I could not find on the cover. On 9/27 they responded with an email with a link to a form to submit the claim which asked for the same. The submitted form did not send me a confirming email. Hearing nothing on 10/13 I emailed for an update and they repeated the original request for me to to email photos which I did on 10/19 (now for the 3rd time). As of 10/26 I have heard nothing from them.

  Customer response

  10/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The Cover Guy finally did get back to me after I posted a complaint in social media and mentioned filing this complaint and agreed to provide a pro-rated discount based on their warranty so I consider my complaint closed. Please let me know if you have any questions. Thank you!  ***** ***

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchase of a High end cold area designed hot tub cover. Oct 19th, 2021 for $984.96 Shipping was advertised at 8-10 weeks, from Jan 4-26th of 2022, I sent 6 separate emails asking for an update, as it was now 13 weeks since original order, with no update. I threatened to cancel the order on the 26th if I didn't receive an update on delivery. Cover finally delivered 18 weeks after order, 8 weeks after max projected date. Hot tub cover began to take on water and was leaking water into hot tub late March, which required me to shut down hot tub, drain and winterize. July 13th submitted videos and photos of bloated hot tub cover taken and sent to warranty link of Cover Guy (very difficult to find on their website). Emails back and forth, Aug 2nd email from product manager to warranty staff saying it sounded like the cover was waterlogged.....apparently my video's photos and me telling them this was the issue required a month to have someone agree with me. The water logged foam core is supposed to be double wrapped in plastic....however they only tape the plastic, they do not shrink wrap it so it is sealed airtight as I found out when I had to open them up. Their remedy for the faulty product isn't' to send me a new cover, even though this one was only 2 months old when it failed and 5 months from when I received it, they said they would ship two new foam cores, again wrapped in the same two layers of plastic that are not sealed but tapped, so I expect this same issue will occur again. And they will ship these two new foam cores after I pay $200 for shipping. We need to have a cover for the hot tub and a new one from any other provider will run between $500-$1000 dollars. We went with the highest end model, based on it's claim to be designed for snow and extreme cold. I don't expect much from this replacement. Once this was agreed as the issue, the only offer to remediate the situation

  Business response

  09/28/2023

  Thank you and we are sorry to hear this. The foam was the only issue with the cover which is why we offered to replace that. The shipping does have to be paid on warranty replacements. We do apologize,

  Customer response

  09/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.     Regards, ***** ******

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On March 13, 2023 we ordered a replacement hot tub cover. The order# was ************ Total cost $734.35. Our order was shipped on Apr 12, 2023. On April 13 we received the cover and I immediately opened and realized it was incorrect. I immediately contacted customer support and advised of the error. I was communicating with an individual named Amber. Amber initially stated the error was mine and I would need to purchase another cover. After I clarified that I had an email to Laleah at the Cover guy she agreed to remake at “cost” for $503.96 +taxes. I continued to dispute the error. I continued to dispute the error was mine and finally Amber agreed to $244.98. I paid the $244.98 +tax $272.15 on August 22nd. I would appreciate a -0- cost remake of the cover and a refund of $461.00. I am willing to cover your cost $503.96+tax $545.53 but I would like a refund of $188.82 (difference of what I paid and cost initially) plus the $272.15 I was made to pay for the remake..total $460.97 refunded.

  Business response

  09/28/2023

  Thank you and we apologize. We offered to split the remake cost on a new cover and you agreed so it was processed as a split remake. We apologize but there would not be a refund for this, Thank you

  Customer response

  09/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   As stated in my original communication I would like a full refund of either the original purchase price or the difference between the remake cost and original purchase price.   Regards,  ***** *******

  Business response

  10/09/2023

  Thank you and we apologize. We offered to split the remake cost on a new cover and you agreed so it was processed as a split remake. We apologize but there would not be a refund for this, Thank you

  Customer response

  10/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The original order($734.35) was an error by Leyla (at the business).  I sent a screen shot of my email communication with Leyla to the business. They then offered a remake for $272.15 which as stated was approximately 1/2 of cost. Therefore I guess I paid over $1000.00 for a cover that "cost" about $500.00 and the business feels this was an acceptable resolution. Again, I would appeal to simply refunding my additional payment of $272.15 and closing the matter as resolved.   Regards,  ***** *******

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a cover on 8/9/23 and paid for rush shipping turn around time of 15 days. Company stated we would receive confirmation of shipment with tracking number provided. It’s now 9/13/23 and still have not received the cover or a confirmation of shipment. The company will not call us back or respond. This is a scam!! All money has been paid and no cover or response!!

  Business response

  09/18/2023

  Hi ******,Thank you and we apologize for the delay with the cover. I do see reps had talked to you and I see the cover was delivered on the 15th. Thank you

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased cover on 3/17/22 for price of $509.98-a little more than a year later I opened my cover to find black mold on the inside of cover and around all my controls in the hot tub as well as all the pads in the hot tub. The cover must of became waterlogged due to the stitching coming apart and other reasons I may not be aware of. My last cover (not from them) lasted 4 years. I contacted company sent them all the photos they requested and had to wait a week every time I asked for a resolution (this took over a month)-there is no number to call and they ultimately denied my request for replacement and I would like them to replace my cover at no charge to me-This should not have happened-the workmanship on this cover is defective.

  Business response

  08/25/2023

  Hello Thank you, we did work with the customer even though it was not warranty. This is lack of maintenance and misuse. This was the email we had sent: We can replace the cover for our cost price of $400.00 + taxes, delivered to your door. Please be advised that this cover will not be covered under the warranty going forward. As this is from a lack of care for the cover and we can not extend the warranty.  Please advise. Thank you, 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brand new hot tub cover from the cover guy will not seal on the edge near the control panel 8 or 10 emails later telling me there was nothing wrong with this cover sent them several pictures of the new cover problem and the old cover how it sealed around the control panel the green end pad on the end of the cover is sewed in the wrong spot it needs to seal on the highest point of the tub not in a low spot like the control panel getting nowhere with the cover guy please help thank you ***

  Business response

  08/10/2023

  Hello We are sorry to hear this. There is nothing wrong with the cover, we have changed some designs now.  The full hinge which is still in this cover, will still do the same thing as it did when it was built as 1 long pad (verse a small pad at each end and a long pad in the middle) There is no difference in the heat retention, I also offered a solar cover at no charge to which he wanted to post here instead. We did try to resolve the complaint Thank you 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hot tub cover from what appeared to be a reputable business online. The Cover Guys touts itself as the # 1 seller of covers on the internet and they come up first in internet searches. Their scientific method of producing a cover includes you telling them what model/year and manufacturer made your tub and then having you measure the hot tub yourself (cause everyone is good at this) After that they claim to have a specialist check..well lets use their words from the website directly: After each order is placed, our specialists go through a thorough review of each custom hot tub cover order. This will include a review of the brand and model so that you can count on the perfect fit each time. By choosing to work with us, we promise to provide the best product and the best service possible. Our commitment is to provide the easiest, most accurate online hot tub cover ordering system. Suffice it to say I waited three weeks for my cover to arrive and it was NOT even close to the specs of what is clearly printed online for my 2007 ****** *** tub. I guess the "specialists" were at lunch when evaluating the order. As you can see by the pictures we are up to 6 inches off in the long corners. After bringing this to the attention of "customer service" which only took a week of emailing and no caslls directly to me after repeated requests I was aqssigned "Amanda" in customer service. She informed me that this was "my fault" and that they "symppathize" with me so they have offered me to buy another one at cost $531 and then I can simply "sell this one" to make up for my costs. What a great solution...just sell the hot tub cover they made WHICH DOES NOT FIT ANY HOT TUB ON THE PLANET to recoup $794.92 I simply want a refund. I cant wait three months to them to make another cover for $531. My one question for the top hot tub cover provider on the internet: Why rely on human measurements when the specs from the manufacturer are readily available online?

  Business response

  08/25/2023

  Hello The specs that were provided do match our template but the customer either has another spa or another size. We custom make the items, we ask that you double check all measurements before you order. Measure twice cut once. This was not done and we made the cover to the clients order. If he checks, he can sell that cover as that does match that model and we offered cost price to assist with the mistake= Thanks,  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a custom hot tub cover, credit card was charged $590.77 on 5/2/23. Information on website stated they were about 2-3 weeks out. Stilll have not received the product as of today 7/24/23. Have reached out several times, last communication was that the cover shipped to us om 6/19/23 - over a month ago. Have attempted to contact the shipping company ***** ***, we were given a tracking number of ********, cannot get any information from anyone. 

  Business response

  07/25/2023

  Thank you, we are sorry to hear this. I checked the tracking and it shows the 28th it will be at your terminal. I will also have a rep reach out today to discuss further, Thank you 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩