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.

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  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:11/09/2022

  Type:Delivery 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 ordered a thermal blanket for my hot tub, which is not a custom made product, on October 25 2022. Order ************ Order has still not shipped. I left emails on November 5 and November 8 as well as a voicemail. There is no response. When I track my order via the company website it says my order it sitting in the warehouse. May this please be resolved? I do not understand why the item has not yet shipped, and why I can’t get ahold of anymore about the status of my order. If the item is not shipped by this week I would rather just cancel my order and place an order with another company.

  Business Response

  Date: 11/18/2022

  Thank you, we do apologize. The order will be out next week. We will have staff update you with tracking ASAP. Thank you 

• Initial Complaint

  Date:11/06/2022

  Type:Delivery 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.

  Ordered a hot tub cover including lifter. Lifter was to included hydraulics but we only received a lifter without. Called and left voicemail. Filed ticket via email. No response in over a week.

  Business Response

  Date: 11/18/2022

  Hellothank you, we are sorry to hear this. I see a rep has reached out to sort this out now.We apologize for the delays during peak season,Thank you

• Initial Complaint

  Date:10/26/2022

  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 ordered a hot tub cover from The Cover Guy on 4/23/22 and paid $478.10 and received it roughly 4 weeks later. There were no issues at all, until the weekend of 9/4/22 when we experienced a pretty hard rain. I noticed that both of the foam panels had cracked in several spots causing depressions that allow water to pool up on the cover. Upon inspecting the panels, I found that both of them had cracked in multiple locations. I reached out to the warranty dept. of The Cover Guy to inquire about getting replacement panels, considering that they advertise a 7 year warranty. I have at least 10 emails over a 2 month period of them requesting pictures, and statements from myself, ultimately resulting in a denial of any coverage whatsoever. I live in the Northeast where we get lots of snow, yet this cover failed during a rainstorm. I feel that their "7 year warranty" is misleading and dishonest. I was willing to compromise on any kind of prorated warranty, as well as pay for upgrades that I didn't get with the original cover, but was told that my claim was denied. At the very least, I believe that their "7 year warranty" should be modified to say "limited" or "if we feel like standing behind our product today". I don't expect much in the way of them living up to anything, but I feel that some sort of complaint need to be recorded with somebody.

  Business Response

  Date: 10/31/2022

  Thank you and we are sorry to hear this this. However, broken foam is not covered and that is specifically in our warranty. We offered a discounted price on the foam to assist the customer though with this. Thank you 

  Customer Answer

  Date: 11/02/2022

  The company has emailed me and said that the foam probably melted and that it’s not covered by the warranty. I attempted a repair myself, and found that it was not melted, and in fact was cracked like I have been saying all along. I have pics to show the cracks that I forwarded to them, but they are still saying that the warranty doesn’t cover the problem. I was willing to accept some sort of pro rated credit towards a new cover, and pay for upgrades that didn’t come with the original, but they keep saying that I must have put something heavy on top, to cause this. I can absolutely guarantee that nothing was placed on top, and that a hard rain caused the failure. Both panels are cracked, not just one. And I noticed it the day after it rained. The 7 year warranty that they claim to have is what I would consider false advertising, because this cover lasted 4 months! 

  Business Response

  Date: 11/18/2022

  Thank you, we are sorry to hear this. As per the warranty broken, cracked or melted foam is not covered. We offered the customer cost price on the foam to work with him on this. Thank you 

• Initial Complaint

  Date:10/13/2022

  Type:Delivery 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 ordered a cover august 25 2022 I was supposed to ship sept 23 and the tracking says it shipped but still have not received it can not get a response by email or phone. As of today still no response and have not received anything. I paid over 500 and have nothing. **********

  Business Response

  Date: 10/18/2022

  Hello Thank you and we apologize for the delay with the carriers. I see staff emailing you about the delay with the carrier. ******** ******* ***** transferred it to *****. It just was passed to them so you should see it update on ***** ********** website anytime now, we will have a rep follow up again. Thank you  

• Initial Complaint

  Date:08/06/2022

  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.

  - Ordered hot tub spa cover from The Cover Guy (6405 Inducon Drive West, Sanborn, NY 14132) on August 16, 2021 (order #************ online).
  - Purchase price was $397.49; before fulfilling order they advised me to buy additional upgrades for the cover for $84.78 (full insulated hinge & vapor barrier, order #CG*********)
  - Cover was advertised as having 7 year warranty
  - Did not receive cover until November/December 2021 timeframe
  - Cover was “pooling water” on its surface after rainfalls on one of its sides which never happened with previous covers I ordered from this company (see attached photo)
  - Placed request for solution to this problem December 30, 2021 via email to [email protected]
  - Had numerous (almost 50) email exchanges with them where they ultimately provided a replacement of the inner foam for one side of the cover, but the water pooling problem persisted
  - Told them problem is not solved and they told me that the problem was due to sunlight reflecting off a nearby window which was “heating” the foam and causing the deformity; I told them sun does not hit that window given the positioning of my house and this is not a viable explanation
  - I suggested they replace my cover with a more expensive model that has more of a slope so that water will run off and that I would pay the difference in cost between my model and this one; they did not honor this and have not remedied the problem

  Business Response

  Date: 08/23/2022

  Hello

  Thank you, we are sending the customer new foam.

  This should be resolved with that,

  Thank you

   

  Customer Answer

  Date: 08/23/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and I have indicated this to the merchant. Once I receive the new hot tub cover inner foam and install this, we will know shortly thereafter if their recommended action solved the original problem. Please do not close case until this is determined.
  
  
  
  Regards,
  
  
  **** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/02/2022

  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 hot tub cover 1/31/2022, it was delivered approx 4/20/2022. Shortly after installing when lifting the cover water poured out of two holes they put in the cover design. This continued to happen every time I opened the cover. I unzipped the cover to expose the foam insulation which is covered with blue plastic that also had water on it and it puddled and poured out when I pulled the cover edge down. I have sent emails almost weekly since May 1, 2022. At first they would answer by email asking for pictures of the issue, then ask for the same pictures again. I have had three or four different people response and ask for additional information. One wanted to know where the sagging was, I don't have and never said I had sagging. July 13, 2022 an email said they would send me a new cover with additional holes like the attached diagram. Sent back an email saying no diagram was attached. I have not heard one thing from them since July 13th. I have sent three emails looking for them since the 13th. If you call The Cover Guy you never get a person on the phone, only leave a message and no one calls back. I will attach two pictures I have on this computer. I have more I can print to send you, but in the mean time I will ask my computer neighbor how to get them from my email to my documents so I can send them to you if need be. I will check off I would like a replacement, just no holes to collect water like the cover I had from them before. One picture is of the tag they had asked for. The other just about shows the hole in the half that is open at the very top. There is actually two holes they put in. If you want the video just ask and I will figure out how to get that downloaded also.

  Business Response

  Date: 08/03/2022

  Thank you, we are replacing the skin outer portion of the cover as that is the issue. We apologize for the inconvenience and delay. Thank you

  Customer Answer

  Date: 08/03/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution a first step.  I was told this was to be done back July 13th with no delivery date given or even an estimated delivery date.  Please keep this case open until I actually receive the new skin.  I hope they are honest and follow through, track record isn't so good with me. I've been dealing with  this since May 1st and how come they NOW are willing to respond. 
  Regards, 
  
  ***** ********
   

• Initial Complaint

  Date:07/22/2022

  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 ordered a new hot tub cover from the cover guy in April. They took my money no problem. Afterwards I needed to hound them to find out what was going on. I finally got a sheet to verity the measurements, I emailed back with some differences in the measurements. I went back and forth with a couple of different people about the variations in measurements between my tub and the drawing. They assured me that their drawing was correct. Being that I am not an engineering major or anything and it had drawn our over a couple of months and I was/am trying to sell my house, I said "you people are the experts" so please just send me the new cover. Of course it showed up and is a bit too small and the hold down straps are in the wrong place. I have been trying to get a hold of them for over a month now, phone (all extensions, messages at all extensions) emails to all email addresses numerous times and NOTHING..........What is wrong with these people?

  Business Response

  Date: 07/25/2022

  Thank you and we apologize. This is the email we sent Friday:]Friday 10:56HI **** Thank you, we are sorry to hear this. You were hung up in staff changes and I apologize for that.I am the customer service manager and can help. I
  back tracked your order and conversation and it looks like you
  confirmed the template  - which has the straps on the corners - but this
  is not correct?I do not see a picture of the entire spa without a cover on it, can you send that so we can look into what options we have? Thank you and I apologize. Regards,