Complaints

This profile includes complaints for The Cover Guy-East's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Cover Guy-East has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Cover Guy-East

  6405 Inducon Drive West Sanborn, NY 14132

• 

  The Cover Guy-East

  2025 Guelph Line Unit 164 Burlington, ON L7P 4X4

• 

  The Cover Guy-East

  2315 Whirlpool St Ste 192 Niagara Falls, NY 14305

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hot Tub is under 2 years old and has a tear in it. they will not replace or refund. They say 3 Year Hassle-Free Warranty
  They also say made in America, but it is made in Mexico

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot tub cover from the Cover Guy in 12/24 and it arrived 1/25. After 1.5 months, I had only used the spa 3 times when I discovered some damage on the top. I put on a protective cover which protects the top, so it will protect the cover more. I then found areas coming undone where it was sewn, so I layer flat on the top to inspect the other side, as it was in a corner. The top is advertised to hold 100lbs per square foot, which is several hundred pounds. I weigh 165., I DID NOT STAND ON IT. When I was sliding off, the entire foam core panel cracked. This should not happen unless the core is damaged. If water gets into the foam core it becomes water logged, weakens, becomes too heavy and doesn’t work. I contacted them and they asked me to send in a series of photos. One photo required me to unzip the vinyl to reveal the foam core. That is when I found a hole on the INSIDE that went through the plastic cover into the foam. THERE IS NO WAY I CAN PUT A HOLE IN FROM UNDERNEATH. THAT IS WHAT DAMAGED CORE. I sent the photos in 24 hours I received an email saying my claim was denied due to “external forces”. I was not going to accept this and asked them what this meant, along with how they came to the decision. They didn’t respond after sending a few emails. I then looked into the ASTM standards for spa covers on astm.com and it appears that the cover doesn’t meet the standards. That was the only message they responded to, and they said I exceeded the 100 lb per linear foot which is NOT true. I also didn’t do anything externally that would cause this, as there was a hole INSIDE. I asked for a refund and to take it back and they offered me a 10% discount on purchasing a new one. I have sent several messages asking them to respond and I haven’t heard a work. It had hidden damage that led to the failure of the cover, along with very poor workmanship that would eventually lead to it falling apart. I have more emails and photos if you need them. TX!

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot tub cover on February 13, 2023 for $651.86. The cover was warrantied. I have a professionally installed cover lifter for it. My chemicals are checked weekly. I use my hot tub several times a week, year round. A couple of weeks ago the zipper broke. The other side, not effected by the zipper remains completely fine. They requested an additional photo of the label, which I provided.
  The Cover Guy is claimining the warranty doesn't apply because of the chemicals. This is completely false. All of my chemicals are purcahsed especially for a hot tub and I have receipts for all of them. They are the same chemicals that cover guy sells actually.
  The claim a 3 year hassle free warranty "The Cover Guy warrants the purchaser of the spa cover that any defects in material or workmanship, under normal usage, will be repaired or replaced, at the company’s discretion free of charge within three years of the purchase"
  ********************************************* 

  Customer Answer

  Date: 01/23/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I wanted to let you know that the business did ultimately change their position and warrantied the skin of the cover.  I was able to purchase 1 foam insert that was destroyed as a result of the broken zipper, they required me to remove it and photograph it but without damaging the hot tub, I could not do that.  The temperatures are -4 degrees where I live right now, with snow squalls and if I was not able to get it back together then my nearly new hot tub would like freeze and be destroyed.  I ended up paying $220 for the replacement and shipping verse the $750.  It was not the perfect solution but I appreciate them working with me 
  
  Regards, 
  
  ****** ****

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spring of 2023 ordered hot tub cover from the cover guy. by this fall the cover had broken. They said it wasn't covered by warranty because of chemical exposure. But all hot tub covers would be exposed to these chemicals, so I do not accept this is why the foam would break so quickly.

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a custom-made cover from the company in 10/2022. It comes with a 3 year warranty. I bought the extreme cover due to living in upstate New York, thinking it would hold up well as the company says it will. I didn't even get to use the tub this summer (or use the tub) due to a leak. No chemicals, and had the tub empty for the majority of the summer. The cover hasn't been in use for even two years and falling apart. I went to open the lid to refill the tub and it completely split--it's nearly in half. This isn't normal. The company is refusing to honor the warranty saying it's due to "chemical-related" but apparently they've done this to the majority of their customers who requested to use the warranty. I'm asking for a replacement-- a $588 cover shouldn't break in two years with regular use. I can't tell which photos I uploaded since they asked for so many--but I have a picture of it split nearly in half and so do other customers on BBB and ****** reviews.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a custom cover for my hot tub from The Cover Guy. I triple measured the cover and send in the measurements. Measurements that I ordered are 91.5 inches x 91.5 inches. The cover that came in is 82 inches by 82 inches.
  
  I called the business on 12/3/2024 to advised them of the problem. They said it won't be a problem to send me the correct size, they just need a picture of my warrantee tag off of the cover and and picture of the cover including the wrong sizes.
  
  I sent over that email with all the requested information on 12/3/2024.
  
  On 12/10/24, I received a message from the business stating, "Hi ****, Thanks for your interest in purchasing a new cover with the cover guy. All current pricing can be found online. Final pricing is dependent on thickness, outer material, and optional upgrades. Please go to cover configurator. We may have your make and model on file in the find your tub section. Please note that these dimensions are recommended but you should always measure your spa to verify before ordering. If we do not have you spa on file, yo can manually enter the correct dims. For measuring help, please click here. If you have a specialty shape, unique features such as speakers or waterfalls, or a large swim spa cover, let us know so we can work with you on a custom quote. The Cover Guy ************** (M-F, 9a-5p EST)"
  
  They did not address my issue with the wrong size cover being sent than what was ordered.
  
  I'm looking to get a refund for the cover or the correct size cover sent.
  
  Thank you for your help.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 2 cover lifters on 9/5, followed up a week later on shipping and was told they would get back to me with a shipment ETA, they never did. Followed up on 9/16 and was told the order was 'missed' and they would get back to me with a shipping ETA. Never did. I asked for expedited shipping and to talk to a supervisor, was told supervisor would call on 9/16 and never did. Followed up on 9/17 still no shipping ETA and was told supervisor was busy and would call me, never did. Finally cancelled the order as it was 2 weeks with no shipment, poor customer service, no supervisor call, I asked for expedited shipping and they refused to offer any solution to my issue. This company is horrible from my experience and should not be in business with such poor customer service.

  Business Response

  Date: 10/01/2024

  This was a total miss on our end and we can admit that. We have just relaunched our website and switched warehouse partners, and unfortunately, this order was missed. The customer was refunded in full on September 17th.   I am sorry for our lack of communication regarding this order. We will be contacting the customer this week for follow up with them.

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my hot tub cover online July 5th, 2024 with assurance it would be fabricated within 10 days then shipped within 2-3 weeks. That should have put is arriving at my home mid to end of August worst case. I finally received a hot tub cover first week of Sept (4 weeks late) and discovered they shipped me someone else's hot tub cover...Wrong size, fabric, foam options, material and size, it's not the cover I ordered.
  After 5+ phone calls and dozens of emails I still don't have the cover I ordered or a refund...I'm asking for a refund and to just cancel my order!

  Business Response

  Date: 09/12/2024

  Hi *****, Your order was refunded this morning (September 12th). You should see the funds back in 3-5 business days - Transaction ID **********. 

  Customer Answer

  Date: 09/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please cancel this complaint, the business refunded my money. Thank you! 
   
  Regards,
  
  ***** ****

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for two tops that fit a 19 foot swimspa for $1865 on May 15, 2023.
  
  The tops were delivered on about 6/15/2024.
  
  I installed them (put the tops on the pool) on July 15th. Within 2 weeks, the tops were both retaining water and both sides are stretched so much that they are blocking the jets from the swimspa. The company wants to simply replace the foam inserts which will be difficult for me as I am older and will not fit properly bc of the excessive stretching.
  
  I’ve called repeatedly and no one will respond. This was a lot of money and I am amazed that this company can stay in business.

  Business Response

  Date: 08/28/2024

  Hi There, Our warranty team is working with production on this case, as the foam cores should not have failed in this short period of time. If this is a manufactures defect, we will replace the cover free of charge. 

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2023 I ordered a cover from Cover Guy, The cover started to retain water when it rained. In doing this it messes up your chemicals and the tub fills up so much that it almost over flows. I started my warranty procedure on October 2023, which it took them over 8 months to resolve. They sent me a new cover in which I had to pay $199 freight charge. I received the new cover and didn't even take it out of the box, ripped open a corner and noticed it wasn't even sewen correctly. I contacted them right away without even removing it from the box. At this point I want a refund of the original cover and the freight for the shipping on the second cover. Of course calling them in a no go you get put on internal hold and then message saying everyone is busy. They did respond to my e-mail much faster than the first time, however they aren't willing to refund my money. Also made me jump through hoops with pictures. The cover is still in the box which I sent pictures of. I had to open the box and take more photos.