The Cover Guy

Ordered two Cover Mate 3 lift covers for our swim spa. Within 2 weeks of installation one bracket melted, twisted and then broke in half, tearing the stitching on the lid cover. I notified the company immediately and sent in pictures as they requested. After multiple emails and phone calls since June 2024 they have now informed me that the sun melting the bracket was "an act of God" and therefore not be warrantied. Really, where else would you put a 17 foot swim spa but outdoors. It was not hit by lightning, nor a tornado or hurricane. Since when has the Sun become an act of God. Such nonsense! Terrible company to deal with. The other bracket will soon be braking as well as we can see it twisting.

I called customer service to complain about severe shrinkage. Spa cover has become inadequate and steam evaporates through corners and centre. I was sent a link to begin a warranty claim. I sent photos as requested. Ms. Toby asked me to send them in a second time as e-mail address did not match order number. Never heard from them again. I have been waiting since October 2023. Very disappointing customer follow-up. In case someone from cover guy is reading, here is the order number CG19-502104. Here is your last chance to redeem yourself and honour your so-called 7-year warranty. I do not expect to get a free cover but rather a substantial rebate on a new one.

First things first, it was a daunting task looking for a replacement hot tub cover. Everyone has an opinion and I worried about quality, etc based on reviews. In the end I chose The Cover Guys. Looking online, I saw a ton of negative reviews but if you look at every cover manufacturer not one of them has a ton of positive reviews. I suspect that's because people don't know what they are looking for, don't measure right and then get a cover that doesn't fit or isn't what they wanted. If this is the case, how can you blame the manufacturer? In any event, I was super careful. I measured 3 times, looked my model up online and got the stock dimensions and even communicated with customer service about where the clips were. Today the cover arrived and it looks great. The top is kind of vinyly (weathershield mohagany) but I know it will do a great job and I won't need to treat it. We also paid more for extra foam, insulated hinge, vapour barrier and a longer skirt. It all adds up but we live in Canada and use our tub in the winter. Delivery was easy, came in a box and was folded in two, packaged in the plastic and came with new clips (these had to be installed - just screw into the hot tub cabinet). The only draw back I found is when it wasn't clipped in it wasn't flush with the hot tub (it stood up a bit). I fixed this by placing a stone on each corner to hold it down when I installed the clips. Then when I clipped the cover down the clips held the cover tightly in place. All in all, I am super happy with my choice. It took about 1.5 months for me to get the cover from when I ordered it (I left plenty of time as my cover wasn't failing, it was just well used). Don't order and expect this the next day. Time will tell regarding durability but it looks great and is so much lighter (which my wife really likes when opening). Don't be swayed by negative reviews. Measure twice, cut once and make sure you know what you want. You can't undo the manufacturing process.

I ordered a weather cover and their website assigned the wrong size. I noticed on the invoice; then submitted a message on their site and followed up with a call. A woman wouldn't look into the matter and said a sales person would call me back. They didn't and later they issued the incorrect item. I emailed to explain again, and they just stated that I ordered the wrong thing and should return it at my expense. I said their service leaves much to be desired, and the response was curt and rude. There are other companies out there that value their clients, and I wouldn't recommend risking your money with this one.

Don't believe the score on Amazon! These guys are the worst.

We bought a cover from them. We even paid extra to get the heavy duty version. It failed in less than a year! The interior plastic sheeting wrapping the styrofoam was so degraded, that little bits started appearing in the tub water. The foam is now so waterlogged, the cover is so heavy, we can hardly lift it.

We live on the central coast of California, so the weather isn't that extreme. We kept the chemicals in balance, and used the tub often enough (generally 3-4 times a week). Our previous cover, the one that came with the tub, lasted 6 years before it started failing, showing we don't abuse anything.

We called the company, and worked through their warranty process. Pictures, purchase documents, etc. The 3-4 day response time stretched to 3 weeks. In the end, they claimed chemical damage, and refused any of their warranty policy claims.

We were offered a small discount on a new cover, they would not honor the warranty for the failed cover made in Mexico.

When I first wrote my review on Google, their ratings were terrible. Somehow they have changed that though. Do your homework, check other review and BBB as well. We wish we had.

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.

Covers are supposed to do two things: keep heat in and stop vapour from escaping. Mine does neither. The measurements are DIY and the company makes no effort to contact customers or double check before proceeding with the order. They also had no problem selling me a thin cover (which seemed necessary because we have a lifter) but made no attempt to point out that the thin cover is totally unacceptable for Canadian winters.

They hide behind a strict "no returns / exchanges" policy despite having made no attempt to ensure that what they were selling me was the right product for my needs. And good luck getting someone on the phone or getting them to respond to an email. Be prepared to embark on a campaign before they respond.

They are not the only option out there nor are they necessarily the best price. Do yourself a favour and use someone else, or, BUYER BEWARE!

I ordered my cover from The Cover Guy two weeks ago and I’m happy with everything. Navigating through the website was super easy and my cover arrived in just a couple of days. I really love the customer service at The Cover Guy. These guys really know what they are doing.

One of the best buying experiences ever. You’ve covered all the bases, and I’m very satisfied with the spa cover, and the way you do business. Thanks.
PS: I’m a sales manager for a spa business and could have gotten a discounted cover for my tub no problem, but a friend who purchased a cover from you 4 years ago recommended you, and I’m glad I made the choice to go with The Cover Guy. I’ve seen a lot of spa covers and different levels of quality over the years. I for one am telling you, your products sit at the very top of the list when it comes to quality, and your service was bar none!

When we purchased our home, it came with a hot tub in the backyard. The cover on the tub was in need of replacement. After checking a few local hot tub shops, we drove past The Cover Guy's head office near our home and thought we would give them a shot. After receiving a very competitive quote, we went ahead and purchased our cover. The cover served us well for many, many years. It was made of quality, durable fabrics. We are now at the point that we need to replace the cover (it has been over 5 years) and we have no hesitations to purchase from The Cover Guy again. Highly recommend checking them out!