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:08/09/2024

  Type:Sales and Advertising 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.

  Paid for an upgrade also, had problems or noticed the problem the following season cover held water making it very difficult to lift ,
  Spoke to a representative and they denied any recompense whatsoever saying its because of spa chemicals,however the chemicals are in the tub and the cover is leaking from the outside letting water through it
  Ordered through Amazon # *******************
  It also appears that this problem is prevalent to this company as well as there response

  Business Response

  Date: 08/09/2024

  The customer submitted a warranty claim with us in May 2024. Their cover was purchased in April 2020. After assessing the pictures shared, we have determined that this failure is due to the overuse of chemicals, and not a manufactures defect. Defects typically show up in the first few months, not after 4 years of wear and tear. Covers can last anywhere from 1 year to 7, depending on the customers care and environmental  factors. 

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 September of 2023. Nine months later, the foam insulation has already deteriorated. Upon reaching out to the company and filing a warranty claim (under the 5 year warranty), they responded that the damage was caused by the chemicals from the hot tub and the claim was therefore denied, with the accusation that there was "excessive use of chemicals". I have owned this hot tub for 25 years, have never had a problem maintaining safe chemical levels, and this is the first time we have ever had a cover that deteriorated. The company has denied any fault in their product, has refused to honor their warranty for their product, or to refund me for the hot tub cover.

  Business Response

  Date: 08/08/2024

  Hello,  We reviewed your support case and noticed the reviews posted to ********. We understand that you are not happy with our response, however, after reviewing the pictures with out production and product team, we are certain that the foam deterioration experienced is due to an over use of chemicals, and perhaps not leaving the cover off while shocking the spa. We are willing to work with you on a solution, and can offer you new foam cores at cost pricing, instead of the MSRP. You would be looking at $110 each foam + $29.99 in shipping.  

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [After further consultation with other Hot tub dealers in my area regarding my cover failure , I feel the materials this firm utilizes is sub-par and only replacing the cores from this particular supplier with the same sub-par materials will only result in another future product failure. My only satisfactory solution to this complaint is to refund my money that I paid, for what I thought was a quality product. ]
  
  Regards,
  
  ******* ***

• Initial Complaint

  Date:07/25/2024

  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.

  About 1 year after purchasing the extreme weather hot tub cover ($1k) the foam started pooling. They told me that the foam was installed upside down and how to fix it. After fixing it, it started to pool in one small corner. I found that the cover had frayed and the foam was flattened out. They told me that my extreme weather cover had been damaged by the sun reflecting off of the window. But, only a 2'x4' section was damaged. I purchased their top of the line cover and foam and for this to happen and not be fully covered (with shipping) goes against everything it says on their website for warranty support.

• Initial Complaint

  Date:07/04/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Ordered a cover for my hot tub using make/model option on their site (step #2). Received a cover that will not fit my hot tub. After multiple ignored emails and a voicemail over a weeks time, finally received a response. They claimed I entered the dimensions on my own (why would I do that if I can select my exact hot tub?) and only offered to sell me an additional cover at a discount instead of trying to work with me. Told me I had to prove they were at fault instead of them checking their database. Terrible customer service and ended up filing a dispute with my credit card.

  Business Response

  Date: 07/22/2024

  Please provide your order number so I can pull up your past communications with us. 

  The make and model selector is to help with suggested measurements. It says right on the popup that we encourage all customers to double check their measurements. Spa manufactures change the dimensions without changing the model name often. We cannot keep up with all of the changes. All covers are custom made to order and final sale.   

  Customer Answer

  Date: 07/31/2024

  The order number is ****-******.  The make and model selection tool was used, yet the person I was corresponding with said I manually entered the spa cover dimensions (Nicole Logistics/Damages).  The main issue is that the spa is a ******* *****, which has a raised waterfall feature on the back, and I would have a very difficult time validating any dimensions in the up/down direction (3D axis).  I am a repeat customer that purchased this product last year.  The person I was communicating with also told me there was no way I ordered this product via website because it didn’t exist, which makes no sense as I know I did not call anyone to place an order.  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/01/2024

  The customer purchased their cover online from us by entering their dimensions. They did not select their make and model. If they did, the make and model would show on the invoice, at which point our team would have contacted the customer with a template for their spa with waterfalls. 

  Without the make and model on the order, the cover appears to be a basic rounded square with no special features, so no follow up was necessary with the customer. The customer received exactly what they ordered. 

  If the customer wants to repurchase the correct cover, we have offered them cost pricing on a new cover. 

  Customer Answer

  Date: 08/08/2024

  I received a letter from BBB with the response from The Cover Guy regarding my issue.  It’s not looking like they will be open to making their mistake right for their customer (me), so we should probably close this file.  I’m very disappointed in their attitude towards their mistake, but in reading reviews online, this is their standard of customer service (if you can call it customer service).  I have filed a dispute with my credit card company and it looks like there are no options left.  I hope BBB has a way to flag this issue on your site somehow.

  
  

  Thank you for all of your help.  

  
  

  Take care,

  ***

  
  
  
  
  
  
  

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  My cover began tearing at the seems after its first winter. The cover comes with a supposed 7 year warranty so I reached out to the business to file a claim. I filed this claim on April 22nd of 2024 after purchasing the cover on July 31st of 2023. I got no response so I called to follow up. That call was a runaround and a promise that someone would be in touch soon.
  
  Miraculously, as I am typing this complaint, I've just received a response claiming that the damage is caused by the cover lifter and isn't covered under the warranty. Almost 2 months later I get a response and only after I've started to file a complaint with the BBB. Seems suspect.
  
  Based on the other complaints here and subsequent reviews I've found on ***** ***** since the initial claim, I believe this is the business model of The Cover Guy. It's unfortunate that I didn't see these review prior to purchasing. It is intentionally difficult to locate and file a warranty claim and the slow response seems designed to reduce the cost of claims.

  Business Response

  Date: 06/19/2024

  Lifters are a great tool to help with the removal of a hot tub cover, that can weigh anywhere from 50-75lbs. There are many benefits, however there is also one major flaw to using a lifter. When the cover is in open position, the entire weight of the cover is suspended on the cover hinge draped over the metal lifter bar. This puts a lot of strain on the centre seam and can lead to premature wear and tear on the vinyl or seams.  Looking at the customer picture, you can clearly see the metal lifter bar directly beside where the vinyl has started to split. Unfortunately, this is not covered under warranty as it is a modification to the product, 

  Business Response

  Date: 06/24/2024

  Again lifter damage is not covered under warranty as it is an alteration to the cover. The picture of small split in the vinyl that was sent via ******* ticket will not impact the performance of your cover and is simply cosmetic. The split is due to the weight of the cover resting on the lifter bars. 

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   I have asked for a copy of the warranty to show where it states that the damage is not covered and the business has failed to produce that text nor have they been able to point to it on their website. The failure of the cover will shorten the lifespan of the product by allowing water inside the cover. 
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/02/2024

  Type:Facilities 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.

  Fully ordered and paid for product, which included free shipping. Business was chose based on this advertised promise. 1-2 weeks later, while I was waiting for production of my product, I was informed in order to receive my product I am ordered to pay $49.95 more dollars to pay for shipping. Not only is this false advertising, but seems to be a scam. I live in the US, and in no area where shipping is difficult.

  Business Response

  Date: 05/02/2024

  Our apologies to this customer.  This was a mistake on our part and shipping should not have been billed.  The customer has already requested a refund and this is process but if the customer has any questions or other comments we are happy to address.

• Initial Complaint

  Date:03/27/2024

  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.

  Sent them a "warranty claim" on our hot tub cover, purchased 3/17/21. The cover has both weather shield and combo vapour proof barrier seal and energy shield so it is supposed to not get damaged easily by the sun nor absorb significant water. The warranty is supposed to be for 7 years and the hot tub cover, after 3 years, looks terrible. The cover is extremely faded and bleached out and has developed significant mold inside and out. I submitted a warranty request on 2/11/24 with all supported documentation and the company told me I would have an answer by Monday February 25th. It is now March 27th with no reply from the company, no followup, even with repeated emails from me to get an update. This was a very expensive custom purchase and they are not replying regarding their warranty process.

  Business Response

  Date: 04/10/2024

  The customer was offered the below solution under the terms of our warranty: Hello, The issue with the cover does qualify under the pro-rated warranty. You are currently in year 3 of your warranty, which gets you a 40% discount on cover. This cover is $649.97 + tax with your upgrades We have 2 options for you... 1) The price for a new cover under warranty will be $389.98+  tax  You would finish the remaining years of warranty off. 2) The price for a new cover, including our upgrade combo vapor barrier and energy shield, a $79.99 value free of charge (for being a repeat customer) and a brand new 7 year warranty for $569.98 + $49.99 in shipping  + tax. For your area we suggest our full length insulated hinge, that takes the 2 pads at each end of the cover to close the gap and makes it full length down the center for keeping the heat in for colder climates. That is $39.99 + tax. Try our new Weather Shield Material covers! The material is 25% lighter than regular vinyl and wont crack or fade. That is $89.99 + tax  Please call our office when you would like to proceed with the order ************** and press 1 for the sales department. **All warranty determinations are valid for 30 days.  After 30 days, all warranties must be reviewed with updated information for a revised determination.  We reserve the right to change the cover manufacturing process and color so your warranty cover may not be exactly the same as your original** 

  Customer Answer

  Date: 04/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  There was nothing mentioned in the original warranty that this was "pro-rated" and the solution they gave me was basically the same price as buying a brand new cover at my original costs. The company just inflated their prices so that the "warranty discount" would be in-line with what I paid originally. There was no acknowledgement of failure in workmanship or explanation for why the upgraded model I bought failed to last even 1/2 of the warranty period. They just told me I could now order a SUPERIOR model that costs even more.  
  
  Regards,
  
  **** ******

  Business Response

  Date: 04/12/2024

  A copy of the warranty is listed on our site and the customer received a copy of the warranty with his cover.  Pro rated warranty is standard in our industry.  Our offer has been made.  

  Customer Answer

  Date: 04/15/2024

  Please see the attached email. There is NO mention of their warranty or copy of the warranty provided as they stated in their email. 
  
  Regards, 
  
  **** ******

  Business Response

  Date: 04/15/2024

  A copy of the warranty was sent to the customer in the box with the cover and is also available on our web site: ***************************************************************

• Initial Complaint

  Date:03/05/2024

  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.

  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

  Date: 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

  Date:11/15/2023

  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.

  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

  Date:10/26/2023

  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 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 Answer

  Date: 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! 
  ***** ***