The Cover Guy Anmeldelser 

I was skeptical after reading some of the reviews, but decided to take a chance after realizing that some of bad reviews seemed more like user errors or just outdated information.

The customer service: this company has been very responsive and are very easy to get ahold of. I called them multiple times when I had measuring questions and they were very helpful and even emailed me a demonstrational video that shows exactly how to measure. Thanks to them I got a perfect fit.

Shipping: I got my cover in roughly 2 weeks which seems to be much faster than most of the other companies I was looking at which showed wait times of 4-6 weeks. Cover showed up undamaged and packaged very well.

The price: I was comparing about 4 other online sellers and The Cover Guy seemed to have best bang for your buck when comparing prices of the cover as well as additional add-ons. I got the upgraded cover material, reinforced hinge, and additional vapor cover.

The cover: quality seemed very nice compared to the OEM cover I had. Material seemed very durable and the cover is very light.

In September 2025, I called the cover guy to order a replacement custom hot tub cover. Because I’m visually impaired I wanted to place the order personally as the website wasn’t really user-friendly for me. I went to great length to explain what I wanted mainly I wanted the split fold lengthwise as I have a bar to fold the hot tub onto. I made payment over the phone and the next day received the invoice. About six weeks later I received the cover. In fact, I got the cover before I got notice that it had been shipped.
And now the issue the workmanship seems to be great. It looks nice but they put the split with ways not length ways as requested. I contacted them and after several emails they offered to send me a new skin at cost plus shipping. Have no idea how that would help me. The foam is cut with wise, not lengthwise. I countered with a suggestion that they give me a discounted price as they did not provide the custom cover request requested.

They ghosted me, going forward I h we’ll have to have another bar installed or go without using it. Therefore, I could not in all conscience. Recommend this company for custom covers.

1, No communication
2.Extra fees for shipping
3. Extra fees for rush production when not rushed
4. Not made in "America"
5. Size and color doesn't match
5. Incredibly slow shipping.

I ordered on September 10. I paid $50 extra for "5 day production", instead of 10 days. Seven full business days later, I logged in to see that it was just completed. So much for 5 day production. Zero communication--I had to login to the shipper site to find out the status--no help on the merchant site. Shipper page said it was picked up--my only clue to when it was finished. Shipper page says "we will contact you for appointment (no number to call)". No call ever was received, but the shipper page was updated to "Appointment Scheduled" as if they had called me--for another week. This is after a week in transit too. Item finally received on 10/6/25, three days after the phantom appointment was scheduled. It's absurd to pay for extra shipping and rush production on 9/10 and have it arrive almost one month after ordered with no communication from the manufacturer or the shipper. Final comments: About 2 inches larger than ordered. Color does not match what was ordered. The box clearly says "Made in Mexico", while The Cover Guy website says "Made in North America". Yes, Mexico is in North America, but this is "slight of hand" trying to avoid "Made in Mexico" on the website. (What's wrong with being clear? Is "Made in Mexico" lower quality?) No communication and less than two stars on Trustpilot means they don't care.

I purchased a custom Hot Tub cover in 2021 from this company with a 7 year warranty and 4 years later it is destroyed. I purchased this cover with the extra UV protected skin as well as the vapor barrier and additional foam core barrier seal as well. The skin of the cover is ripped at every corner and down the sides and it is so brittle from the sun that is crumbles when you touch it. The vapor seal is worthless because the foam cores are completely waterlogged. Also, the extra barrier seal I purchased for the cores is missing. Supposedly there was a work tag that they installed on the cover which is not there. So this is the reason they denied my warranty claim for the missing tag. They have a record of the purchase on their system yet will not stand behind their product. If they can't be trusted to install the barrier seal that I paid for who is to say that the tag was installed. I'm sure the answer will be "we quality control all of our covers for the tag" just not the inside. Do yourself a favor and take their 1.6 rating here as true and not just a few disgruntled customers.

If they want to improve, I would say build a better product and ensure a better quality check prior to shipping. If that is too much to ask for, just offer a 1 year warranty and be done with it. I would have more respect for a company that would say upfront this is not goint to last long, so prepare accordingly.

Purchased a cover straps won’t work. Terrible customer service

Absolutely horrible customer service, refusal to honor a warranty (claiming "chemical use" for average hot tub treatments), inferior product (ripping at the seams and falling apart a little more than 24 months into it), sleazy business-model

When I placed the order, everything was fine. However, the shipping is very very long AND they shipped to the wrong address (they typed the wrong address on their side). Even if I did many follow-ups with them to make sure they correct the shipping address, the shipper has delivered the spa cover at the wrong address. We had to rent a trailer and get the cover ourself to avoid another month of waiting and other risk of error. What a bad experience. Never again with the Cover Guy.

Horrible customer service. I bought the high end cover with a lot of bell and whistles and it did not last 2 yrs. Other covers lasted years before failing. Over $800 gone-sold a bill of goods. Avoid them if you value your money.

I cannot emphasize what an awful business this is. They sold me a defective cover that had a hole through the plastic INSIDE the zipped cover and the core weakened and cracked. I had it for 1.5 months! I discovered a half inch tear that caused. Couldn’t figure out how a cover that was so new had a tear, especially since I had a protective cover on it. They had me go through sending all these photos which is when I found the hole in the foam core. They decided overnight (literally) that it was EXTERNAL FORCES that caused the tear and didn’t event address the hole in the core! They denied my claim. I asked questions and they NEVER RESPONDED . They NEVER RESPONDED to calls from the Better Business Bureau, either. They wrote a “professional” response when wrote here. First time I hear from them. They just said the same thing—external forces. That external force was the person who made it. Terrible stitching and overall an inferior product. They advertise a 7 year warranty. I’m not sure for what, but it isn’t for a cover that was 40 days old! So now I am contacting their State Attorney General’s Office. If others do the same, we just make get our money back and not the 10% courtesy discount which they offer 364 days a year.

I ordered a cover from The Cover Guy and prepaid $842.56 for a hot tub at my vacation home. I never received the cover and the CoverGuy will not refund my money because they claim their policy is to ship "no signature required" which I was not informed about when I placed the order. They provided proof of delivery that does not show my name or order number. They could care less about customer service. DO NOT BUY FROM THESE PEOPLE.

I ordered a cover in Charcoal Grey, it was not a solid colour. It had a pattern in it that looked like a cat had walked in some flour then on the vinyl. The Cover Guy took no responsibility for this and blamed it on their supplier. Can't be the first time this issue has come up.
If it is not a solid colour their website should have a disclaimer. The Cover Guy would not attach a name to the emails and took no responsibility for this issue. They sympathized with me and offered a paltry 5% discount on the vinyl. They claim that "your satisfaction is their priority. NOT!. Cover guy after a few emails returned said this is their offer and no other will be coming.
Seems to me that their response was Ai generated full of nice talk and sympathy for my issue.
I would not recommend this company. If you have an issue with the cover good luck. It won't be The Cover Guys fault.

Absolute trash. Order is weeks late and no one can get in touch the carrier. Finally got in touch with a manager who states he is the "top". No apologies, no real push to find out whey the carrier is holding the item. Just wanted to cancel the order for me. 1st thing the guy started doing is blaming the carrier. You all know how that works and what type of company you have. Sad I have been a long time customer and order frequently. They must have sold off the company and have too many customers to give ea sh*t now.

I owned a cover guy cover for 3.25 years......just outside the warranty. I purchased every upgrade available at the time because we live in Michigan. Piece of junk. Started to waterlog after 1.5 years. By 3 years it was too heavy for my wife to lift. Customer Support? No help, unless "misery loves company" is your thing. On the front end (ordering, configuring, shipping) everything was ok. So they get a 2 instead of a 1.

We bought a cover for our Sundance in 2020. After ordering we were charged an additional $85 as an apparent outlying area fee even though we live in a town with around 60,000 people in southwestern Montana. Took 3 months to arrive. The strap broke right away. All 4 straps have broke over the last few years, the cover has multiple rips and is wearing through in areas even though it is in a protected area on the deck. It is now 2025 and we are well overdue for a new cover. Worst cover and absolutely terrible customer service. They don’t answer there phones or respond to emails. We would not recommend them and will be purchasing from another supplier for the next one.

Horrible cover. Horrible customer service. Won't replace waterlogged cover doesn't honor warranty.

Horrible company that denies all claims and treats their customers like garbage! Cover seems came apart after three years and they made me pay $220 for a new one. I paid extra for the foam cores to be double wrapped and water got inside of those supposedly waterproof plastic and when the seams busted open water got into the foam and ruined it. They blamed me for the way I use chemicals in my pools and when I filed the second warranty claim for the foam cores they blamed me for using a third-partylifter which is the exact same kind of lifter that they sell on their website. The product is cheap. The manager and customer service is horrible. The warranty is a joke. And they laughed at the idea of me making a suggestion to make the terms and. Conditions of the warranty available to future customers before checkout with disclaimers of how to use and maintaintheir expensive warranty cover to validate warranty claims. No one ever told me to use Vaseline on the stitches, no one tell me what chemical composition I had to use in my Jacuzzi, and no one told me that I had to use a certain lifter before checkout in order to validate the warranty. All of these things were mentioned as extremely critical to the acceptance of Warranty claims after the purchase was made.. They didn’t even have the decency to provide an insert in the product of instructions of what to do and what not to do. They just deny all claims and expect you to figure it out later on after your expensive cover is ruined. Their final offer was for me to spend $470 to replace all the parts of their three year old cover and put it all together myself!

I had a cover from the coverguy 8 years ago and the product was very good. I replaced my old cover with a new one and the quality has dropped significantly. I live in a heavy snow area and the foam used to make the cover is so weak that there are puddles forming where it sags. I always shovel the snow asap off the cover. The material they are using is not as rigid as in the past. I have contacted them about this and they are only willing to sell me a new product because I cut the ugly white tags off the cover. They voided my warranty because I cut off tags that were unsightly on the outside of the cover. They have my purchase info and know the cover is basically new. I told them they should put the tags behind the skirt but they still would not warrant the poor performance of their cover. This is a good company that has lost its way. Do not buy their inferior product. Unfortunately I am unable to recommend someone else yet.
Dan

They say 3 Year Hassle-Free Warranty
This is false. I have a Tear in under 2 years and they will not do anything.
They say made in America, but this is false. Made in Mexico!!

Ditto on all the bad reviews. Our cover lasted 1.5 years and they said it was a chemical problem. Never order from this company.

We live in New England which means extreme winters. We bought a deluxe hot tub cover from the cover guy in 2021. We use our hot tub year round. Our cover was awesome for 4 years. It is not holding the heat as well as it was 4 yrs ago but is still in excellent shape. I just ordered a new cover today 2025 hoping to get 4 yrs out of this one as well. I see a lot of people had negative reviews but we have been very satisfied with our cover guy covers.