The Cover Guy

The cover itself appears fine. The shipping time was as expected. I can't say anything bad about that. HOWEVER, there is ZERO response in customer service. Any issue or question you have after the fact are completely ignored. I've emailed twice and after 6 weeks I have yet to see a response from them.
It appears that once they get your money you no longer mean anything to them.

We ordered the "Extreme Hot Tub Cover" on October 30,2023. The Cover Guy was up front telling us the "current lead time is 4-6 weeks to manufacture your custom cover. " Surprise, we were notified it shipped November 14,2023, arriving on the 22. The box arrived in tact and with very little damage and no damage to the cover.

Once opened, the cover was exactly what we ordered. It was even a little thicker in the middle than our original cover. When we ordered it, we followed the directions for the rounded corners and it is a perfect fit.

It has been on for almost two months. We have not had a big snow, but at least an inch. The snow on the cover did not melt before we brushed it off. We can only assume this meant the heat was not escaping.

The cover looks very nice on the hot tub. We ordered in black with a 4 inch skirt, standard handles, medium density foam and an insulated hinge.

With the fast shipping, this has exceeded our expectations. After two months and temps well below freezing, we would recommend this cover.

Very disappointed with both poor performance of The Cover Guy hot tub cover and the company's dismissive customer service. These hot tub covers are not as promised and far from adequate for Canadian winters. They don't even fit hot tub properly.
The Cover Guy claims to design and manufacture custom hot tub covers for customers' specific hot tub models but then simply ships standard models. Even the 'extreme cold' model can't retain heat, steam and water during Canadian winters. Very expensive to operate a hot tub with a Cover Guy cover especially in winter. Sadly disappointed with the misrepresented product and poor customer service especially after sending numerous pictures and videos demonstrating heat, steam and water escaping and the subsequent ice build up around cover and at hinge. Will shop elsewhere for a hot tub cover truly designed for my hot tub and suited for Canadian winters.

J’ai acheté un couvercle de spa il y as 10 mois. Il est déjà déchiré, mauvaise qualité! J’ai demandé du service à la clientèle et je n’ai reçu aucune réponse! N’acheter pas ce produit! Aucun service! Il parle juste en anglais! Ça m’as coûter 1000$ pour rien!

Best prices, best communication, fastest delivery in the lower mainland! Would highly recommend picking up your new hot tube cover from lily pad.
Thank you Bob!

We have been buying covers from The Cover Guy since 2004. The first two were excellent. We replaced each after several years because the foam became waterlogged. Everything else was still almost like new. We bought our latest cover two years ago. Over the past year, the vinyl has been cracking. Pieces have been falling off.
What has changed on our end? The winters have been warmer. Our sons have moved out, so it has been used less. The minimal chemicals that we use are the same.
We tried the warranty, but they are saying that the cracks are from the cold and chemicals and that we ripped off the parts that fell off. To be fair, we did rip off part of the skirt after it was hanging half off.
So, although we had an excellent experience in the past, the quality of the vinyl is no longer adequate for Canadian winters, and they don’t stand behind their product.

J’ai écris un courriel au mois de javier concernant un problème de garantie et, à ce jour, 3 mois plus tard, je n’ai eu aucune réponse même après une relance!

Updated review: After many requests on my part dealing with a rude lade named Laurel, a sales manager did finally call me and acknowledged the service I received wasn't appropriate. I was issued a refund since another company helped me while I waited. The manager acknowledged they were disappointed that their customer service resulted in the loss of a sale.

I ordered a cover two months ago, and was charged the same day. I have emailed and phoned to follow up on the status multiple times and no one has replied to any of my requests. At this point, I'd just like my money back.

The cover is advertised for "harsh winter areas, " but they denied my warranty claim on my new cover because of "cold" weather.

We purchased our cover to replace our old cover in the Fall of 2022. The cover has only been opened a handful of times and only the hot tub on for a few months where it has already started to crack and peel at the fold joint. The Cover Guys indicate in their product description that they have a 7-year warranty; however, apparently, that warranty does not cover use in “cold” weather.

My suggestion would be that unless you live in Mexico where this was apparently manufactured, stick to a better manufacturer that will stand by their product, and actually build one that will last in North America.

Seems to be a great cover so far, they even checked back about my curved corners. One thing I will say is that the flaps around the outside could be an inch longer to cover the tub where it meets the skirting

The web site was easy to use and understand. The cover was ordered and delivered when specified. It fit perfect. Great experience. I would recommend The Cover Guy to anyone looking to purchase a cover for their hot tub.

I ordered a tub cover in Sept 2019 with all the bells and whistles, including the 6 inch taper. Within one year of light use I could no longer lift the cover as it has absorbed so much water. I contacted you in 2020 and many times since then and have not heard back. Your warranty phone line does not answer or take messages. Your warranty email address does not answer. I have a warranty that depreciates and by the time I hear back from you it will be past warranty. DO NOT BUY FROM THIS COMPANY AS THEY DO NOT STAND BY THEIR PRODUCT AND THEIR WARRANTY IS A SCAM

Ordered a new hottub cover and hydraulic lifter on October 16th, 2022. Took about 9 weeks to receive order and it was very well made and packaged. No complaints on that as its a custom build and time of year as a reasonable turnaround time. I’d give 5 stars on the product but zero stars for the service. My hydraulic cover was missing some hardware when I went to go install so i emailed company on January 1st concerning a missing ball/pivot bolt with response on January 5th asking for clarifying questions. They responded back to me on January 10th saying they are shipping out the missing hardware. It’s now going on 8 weeks and i have still yet to receive item and they will not respond to my emails. Disappointed in the poor service and no courtesy to even respond back to me.

JUNK! DO NOT BUY! Cheap and poor warranty! Ordered in August 21. Received late October. In march of 22 stitches were pulling and vinyl cracking. Warranty replaced vinyl. Jan 23 cover has foam balls going into tub and cover has warped sinking in the middle and lifting corners. Vinyl has cracked again. Told that I am 3 years into cover (actually 15 months) and that they will only pay a portion of the foam plus $150 shipping. I would have to pay another $450 just to replace the foam! A complete new cover is $605 shipped. Very disgusted with the quality. Previous cover from different supplier lasted 7 years

Product arrived with a good delay. Easy to installed. Very light. However took 2 weeks for the cover fabric to rip at the seem close to the handle.

Customer service is great for warranty on covers.
Too bad the the low quality of vinyl makes the covers crack before warranty period

I've purchased from The Cover Guy on three occassions! The first was for a Hot Tub Cover and everything worked out terrific!
Next two times, to purchase supplies for the hot tub. Both times, it was a total fiasco. Sent wrong size filters and were out of stock after taking the order, paid and then after weeks told that you were out of product. Had to beg for the invoice to be cancelled and credit received back. Customer service was horrible. Your out of stock situation while your website says you were in stock is ridiculous! Sooooo disappointed! You handled it as poorly as possible and show no care for your customers!
Shame on YOU!

Over many years as a hot tub owner, I’m now on my third cover from the Cover Guys. Every one has been delivered promptly and the service and quality of the product has been excellent.

My package was crammed, so it took a long time for folds to flatten out in the foam (they did eventually)
but
I save $$$ using the blue foam liner that lies on water surface because the tub looses less heat & also runs less
easy to cut into the exact size/shape you need and easy to use

I’m really loving our new cover. We use our hot tub so so much more because this cover is so so much lighter than the cover that came with the hot tub and now so easy to remove, also double the thickness and still so so much lighter. The quality is amazing. Definitely worth getting! I would recommend this cover to everyone!

The cover exceeded my expectations. Process was seamless start to finish. Their team made sure all measurements were correct and that the cover would be a perfect fit and it was. Would not hesitate to work with them again. Thank you!