Complaints

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

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  The Cover Guy

  2078 Pine St Burlington, ON L7R 1G2

• 

  The Cover Guy

  5054 Fairview St Burlington, ON L7L 0B4

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:07/02/2025

  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.

  The Cover Guy website says their covers are durable against rain, snow and ice. They also claim a strength of 150-200 pounds per linear foot. It started with a 2 inch slope. After less than nine months the top is already sagging several inches from the original height and is pooling water when it rains or snow melts. It continues to sag more. I live in relatively mild Denver without too big of rain or snow falls. We have had no more than 6-8 inch snow storms. That amount it less than 7 pounds per square foot let alone linear feet. They say they have a 12 month warranty, but won’t cover it since this was due to ‘external forces.’ * ***** **** ** ***** *********** ** it is so poorly made as to not stand up to this. My previous cover from the manufacturer had only a one inch slope and held up for 6 years in the same environment. They claim theirs are more premium.

• Initial Complaint

  Date:23/11/2023

  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.

  9/15/23: Ordered a hot tub cover and a hot tub vacuum cleaner. Sent all the required measurements PLUS the make and model of the tub. Vacuum cleaner has NEVER arrived. 10/27/23: Cover arrived. Rather than a curved cut out for the steps, it was cut straight across and in no way fit the hot tub. Called and left a message that the cover did not fit the tub. One return call asking that we follow up with emails to open an inquiry. Emails followed. 10/30/23: First response. They would see if they had a template for the cover. 10/30/23: Thank you sent by me. Indicated that I had not gotten the vacuum either. 10/31/23: replied they would look into vacuum 11/10/23: I emailed to see if there was any update. Repeated again that I did not have the vacuum. 11/13/23: Replied that they did not have a template and a request for pictures 11/14/23: Sent MANY pictures and more measurements. I also included a website that DID have a template for my hot tub - suggesting that they might be able to get the correct cut from there if needed. 11/22/23: Got an email suggesting I use the other manufacturer with a suggestion that I "sell it (the incorrect cover) to recover the costs. They concluded by saying "Thank you and we apologize." STILL NO REFUND FOR THE VACUUM and now they expect me to try to sell their mistake. Currently I am out the $812.74. I have no hot tub cover, a HUGE box sitting in my garage that I have no use for AND STILL NO REFUND FOR THE VACUUM! The only thing our of the entire order that I did get was a small booster seat to use in the tub. The cost of that item was under $30. I also would like them to take responsibility for removing the item from my garage. I don't want to sell it, and I really don't want to take responsibility for it ending up in a landfill. I have also contacted my credit card company to investigate - but I want to be sure this complaint goes on the BBB website.

  Business Response

  Date: 18/12/2023

  Thank you and we apologize. We were not advised about the shape as per the website. It does state we need to be let know about custom shapes,

  We will get the spa vac out ASAP

  Thank you

   

  Customer Answer

  Date: 18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I gave them specifics as they requested for the hot tub including the make and model of the tub.  I filled in EVERY spot that they had for a measurement. 

  They asked for pictures AFTER the fact.  I was CLEAR as to the make and model. Since this is a "professional" company who asked for the make, model and dimensions - with NO area on the website to note specific curves -- I assumed that they had a template. 

  It was not until AFTER the incorrect cover was sent that they indicated they did not have a template.   Communication has been poor at best. 

  I am also noting on the BBB website that this is not an isolated incident but rather a mode of operation for this company.  VERY disappointing. 

  ALSO - I DO NOT WANT THE VACUUM.  I DO NOT WANT ANY FURTHER ITEMS FROM THIS COMPANY AS THEY OBVIOUSLY DO NOT STAND BEHIND THEIR PRODUCT OR SERVICE.

  I WANT A FULL REFUND AND I WANT THEM TO REMOVE THIS ITEM FROM MY GARAGE.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/02/2024

  We are happy to help this customer.  The customer did not advise that she required a special cut out.  As per our site, where the customer enters her measurements, it does ask that if you require special cut outs to contact our customer service team and we had no communication from the customer to advise she required a cut out.  If we were able to accommodate a cut out we would have also required a change in the price as this changes our manufacturing process.  All sales are final as these are custom made but if the customer is able to supply a diagram or template we are happy to remake the cover for the customer at our cost price.  In regards to the spa vac, I am showing that was shipped in the same box as the cover.  I would ask that the customer double check the box for this, if they do not have it to please contact us and we will send another or issue a refund.  Thank you

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1) There was absolutely NOT a vacuum in the box.  There were two things - the cover and the seat pad. 

  2) This is the first time that the company has offered to do anything to help.  They actually told me to try to sell the bad cover myself to try to recover some costs and contact the other company I found who had a template and order through them. 

  3) The original order included the make and model of the hot tub.  If they did not have a template for that model they should have reached out to me.  It was AFTER the cover arrived and AFTER I first contacted them that they told me that they did NOT have a template for that hot tub.

  4) I ordered this cover last fall. --- MONTHS AGO!  (I called them within a couple of days of receiving a cover that did not fit. They called me back, said they would look in to it.  Finally responded that they didn't have a template. - but offered to do nothing. 

  5) I have long ago made other arrangements for a new cover, as I did not want to go through a harsh winter with my old cover falling off of the tub. 

  6)  Ordered in September, did not receive bad cover until end of October.  Attempted several times to work with the company.  Filed with BBB November 22.  TWO MONTHS later BBB had still not heard from them. 

  7) I still have a huge cover in my garage and want it to be removed at their cost. 

  8) It appears that this company has very poor customer service and they were just hoping I would disappear.   

  9) The last minute, last ditch response to BBB is the closest thing I have gotten to customer service.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 17/02/2024

  All sales are final and the customer did not advise us they required a cut out or special modifications on their cover.  We encourage the customer to go through the order process on our site.  There is clear indication if the customer needs cut outs or special modifications to the cover to contact us, we did not have contact from the customer to advise this. Since this is custom made and we did supply the customer with what she ordered we are willing to refund the customer 50%  + full price for the vacuum we are showing shipped but customer does not have.  If she does want to accept this we ask she contacts us so we can arrange a refund.

  Customer Answer

  Date: 21/02/2024

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:22/03/2023

  Type:Delivery 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 three items from The Cover Guy on January 9, 2023 ****** *** ************. I was told that the items would be delivered in three weeks. I still only have one item delivered despite multiple emails. Every time the person reassures me that the article should be in stock soon and will be delivered to me within a few days, nothing happens. The last time they replied to me was on March 7th, with items to be shipped on March 13th. Since that, there has been no update from them and they haven’t even replied to my last email.

  Business Response

  Date: 23/03/2023

  Hello

  We are sorry to hear this. We will have a rep reach out about this ASAP

  We apologize for the delay,

  Thank you

   

  Customer Answer

  Date: 01/05/2023

  I want to let you know that I received the shipment from The Cover Guy on last Friday (April 28th).
  
  Thank you for your help.
  

• Initial Complaint

  Date:21/03/2023

  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 purchased my Extreme Hot Tub cover in November, On Feb 7 I emailed the Cover guy with pictures of small cracks in my cover. We have had 20 emails regarding the issue and having Warranty replace the cover as per their warranty statement on line. They refuse to admit this is there fault and claim it was the cold weather in Calgary that caused the issue? This is the 4th Cover I have purchased from the Cover Guy. This is what they have on their website, "The Cover Guy Extreme 6? – 4? tapered hot tub cover is specially designed for the most extreme climates we serve. Built for heavy snow area’s, our Extreme covers foam thickness allows rain, ice and snow to runoff off easily. The extreme cover reinforced with over 20 points of internal reinforcement stitching. These stitching points come from our experience in providing over 40,000 hot tub covers a year. No snowfall is a match for our extreme cover! Each cover from The Cover Guy Meets all ASTM standards for hot tub covers and comes with a 7 year warranty." ** *** **** Calgary weather ** *** **** ******** They have come back to me with an offer to split the cost of replacing the Vinyl skin. They feel I should pay $266 for the repair. The original cost was$620.. * **** **** ********* ******* **** ***** ******* *** ** ******** *** **** **** * **** ******* **** ** ***** *********** *** would like a resolution to this issue that belongs to The Cover Guy. Thank you for your help to this matter. Regards ***** *****

  Business Response

  Date: 23/03/2023

  Thank you and we are sorry to hear this. We did offer options but when the weather hits an extreme cold of -28 we can not control that and things can crack.

  We offered solutions to the customer that did not accept them.

  This falls under acts of nature/god on our warranty,

  Thank you

   

  Customer Answer

  Date: 23/03/2023

  I am rejecting this response because: of their statement on their website, this is false advertising and shows they do not honour their warranty verbiage   

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:27/02/2023

  Type:Delivery 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.

  Purchased a new custom made hot tub cover & Hot tub cover lifter/shelf bracket mount from "the cover guy" on January 3rd 2023. I received a shipment from the company on February 9th 2023 and after opening the shipment I received the new cover but was missing the lifter/shelf bracket I ordered and also one of the clips on the cover was broken. I contacted the company on February 10th the day after receiving the shipment and asked if the cover bracket/shelf was shipping separately. They said no it should have been shipped with the cover *** ******* I took a picture of the package and sent it to them as proof I only got the cover delivered. To which they replied they would send the bracket out the next week and send replacement clips no problem. ** ********** ****** ***** It is not February 27th and I have not received my cover bracket/shelf I ordered or clips still, I have attempted to email the company everyday since the 17th and am not getting any responses. Also trying to call every day and no one answers the phone in any department you try to connect with. Its like the company shut down all of a sudden and I am out $130 on the missing item I ordered. Hoping maybe posting in here with the BBB will get a response from the company Thank you

  Business Response

  Date: 14/03/2023

  Thank you and we apologize. We did refund the lifter due to the delays,

  We apologize,

  Thank you

   

  Customer Answer

  Date: 15/03/2023

  I hve reviewed the response made by the business  and find that this resolution is satisfactory to me.

  ******** * ** ***** **** disappointed in their communication over the issue they did provide a refund so the problem is resolved. 
  Sincerely,
  
  

• Initial Complaint

  Date:30/01/2023

  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 purchased this cover with a 7 year warranty. It was delivered on 5/19/2020 by Dec of 2022 the entire inside seam that covers all insulation had fallen apart due to it becoming waterlogged. When I attempted to call the company, I couldn't get anyone on the phone for warranty. I instead had to email. They didn't respond for almost 3 weeks. In the meantime, I had no choice but to look elsewhere for a cover ** ** *** *** ** ****** *********  When they finally responded, they said it was due to overuse of chemicals so won't stand behind the warranty. I **** *** ** ***** *** *** *** ** *** **** ***** They stated because the inside of the cover was white... the cover was delivered with a white inside. **** *********** **** ***** ***** ****** ***** *********

  Business Response

  Date: 30/01/2023

  Hello

  Thank you and we are sorry to hear this. The cover was denied due to overuse of chemicals which bleached and ruins the underside of the cover.

  We can see the chemical damages to this cover so it was denied,

  We apologize, this is noted in the warranty.

  Thank you

   

  Customer Answer

  Date: 30/01/2023

   I am rejecting this response because:

  Business Response

  Date: 31/01/2023

  HI

  The picture attached is how we can tell it has been chemically damaged. Its been bleached so bad its ruined the threads and the insides of the cover.

  We have been doing this for over 30 years and can tell what damages a cover,

  Thank you and we apologize.
  

• Initial Complaint

  Date:17/01/2023

  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.

  I purchased a hot tub cover from The Cover Guy on Sept. 29, 2022 for $680.37. Leading up to our purchase, I was having trouble getting accurate dimensions of our hot tub. I contacted TCG several times asking for assistance on proper measurements, and was told each time that they could not assist me with that. They told me I should hire a professional hot tub installer for help. I asked if I could ******** with a TCG rep and was told they don't do that. I reached out to the manufacturer, and was told that our hot tub was 71" in both dimensions, since it was square, but I still had no idea how to measure the corners. The reps I spoke to were not helpful in getting this done correctly. **** ****** *** ** *** - I called at least 3 times. We saw a picture on their website of how to do it, ** ** ******* * I followed the example and used the dimension we came up with to place our order. When the hot tub cover came, it didn't fit. Not only were the corners incorrect, but hot tub cover itself was too short. One length was 71" but the other one was about an inch short - it's hard to tell because the cover is way off, making accurate measurements **** ********* ** ****. I reached out to TCG and left several messages before someone got back to me. I was told at that point how to measure a corner! *** ****** **** **** ** **** **** * ****** ******** ***** ****** ********* We evidently did the corners wrong, but the actual length dimensions were TCG's fault. I sent photos, and they kept asking for more info. ****** *** *** **** * **** I asked for assistance and was told I had to pay another $440 for a new cover. I responded asking to split the original price, and I have never heard back. I've left mulitple messages and a couple of emails. I've tried to call every week for the past couple of months and it always goes to voicemail, saying that no one is available. They have a no returns policy, but half of this wasn't my fault. No one has returned a call to me in about 2 months.

  Business Response

  Date: 30/01/2023

  Hello

  Thank you, we are sorry to hear this. I see a rep wrote you back about taking an addition percentage off the cost price but they are custom made items.

  We will have the rep re send the offer,

  Thank you

• Initial Complaint

  Date:13/01/2023

  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 purchased a cover for $499 (tax included) on 9/8/2020. The cover is water logged and the seams around the handles are tearing. I contacted The Cover Guy and they agreed that the damage is covered under their warranty, but they are stating that the warranty only provides a 40% discount off of the cost of a NEW cover at their $100+ increased price (40% off of $599 PLUS tax) for $359.99. And then they will also charge me $149.99 for shipping the replacement cover. So, in the end, to get a WARRANTY REPLACEMENT I have to pay $509.98 + TAX for a cover that was supposed to last 7 years (but only lasted more than 2.25 years). I asked for someone to call me to discuss the situation, and they have refused. My original order # is: ***********. I would like for a manager to phone me. Thank you.

  Business Response

  Date: 25/01/2023

  Hi, ******** is a copy of the warranty that was shipped with the cover.  It does indicate the pro rated warranty in details.  It shows that the warranty price is base off the current selling price.  As all industries, we have seen a huge surge in our cost pricing which we have had to choice but to raise our prices.  We always return calls and emails with in 1 business day.  If the customer provides us with the best number to reach him at we would be happy to discuss further.

• Initial Complaint

  Date:08/11/2022

  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 on ****** a Spa cover September 4, 2022. The Cover Guy called to say there was delay in the delivery that was initially scheduled for October, but was now delayed to November 8th! We are Monday, November 8th and no cover. Unable to track shipment as the information does not state who the deliverer is. Tried calling, no one is available. Tried Chatting - Leave us a message!!!! We do not want to be reimbursed, we want our cover before winter!

  Business Response

  Date: 18/11/2022

  Thank you, we apologize for the delay during peak season. The cover has been delivered now.

  Thank you

   

  Customer Answer

  Date: 18/11/2022

  I am rejecting this response because:
  We never received information on the delivery until we contacted them by e-mail. No one answered the phone. Tracking was non existant. We were not advised on the delivery date. They did not ring the doorbell. We found the cover on the side of house!