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    The Cover Guy

    1.5 (210 reviews)
    Open 9:00 am - 6:00 pm

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    Picture of ponding water and sagging cover less than 30 days old.

    Bought a brand-new cover for $650 -- not top of the line, but far from cheap. You'd expect it to survive a single rainstorm before failing. Instead, it started sagging immediately and looks worse after every storm. I reached out multiple times to give the company a chance to make it right before posting this. It took five days to get a reply, and their response was a joke -- asking for endless photos, instructions to open the cover, and "verification" that it's still under warranty. It's less than 30 days old. Then Israel from customer service replied with something completely irrelevant about the bottom side not being waterproof. Maybe try reading the actual email before sending canned nonsense. Two weeks later, still no resolution, no follow-up, and no accountability. We've initiated a chargeback through our bank. The cover's going in the trash, and we'll be buying from a company that actually stands behind their products. Absolute disgrace of customer service and quality. Will leave reviews with BBB as well as every other place I can to prevent others from wasting their hard earned money on this junk product and company.

    Overlap of cover
    Janice P.

    Ordered a spa cover with many extras. Paid for expedited construction. Web site asked for spa make and model which I entered. It asked for dimensions of existing cover too, which was odd. What I got was a far cry from a cover that would fit my spa. The cover hangs over on all sides. It is not square. I went back-and-forth with their representative via email for about 10 days. Their only solution was that I had provided the wrong information. I'm not sure what's wrong with their website, but I did input the spa make and model and then secondarily the dimensions. Their counter offer was to offer me a new spa cover for an unspecified discount. I paid over $1000 and the cover material is cheaply made. I will try to make do with the existing cover through some major modifications. Beware of this firm.

    After the stitching broke, then they tell me I should've used Vaseline & I should've used their lifter, which is the same one I already had!
    Ryan K.

    Warning! This company has the worst customer service I may have ever dealt with! The manager was so rude and insulting. I bought one of the most expensive custom covers you could buy and it had to be replaced just outside of the 3 year mark. The warranty process is laughable. They deny all claims after one year and force you to pay an aggressive prorated amount for replacement parts, regardless of whether or not, their product was defective. The cheap cover that I bought originally with the Jacuzzi was half the price and it lasted me 7 years. This overpriced cover lasted a little over three years and the stitching on the top broke wide open with standard and minimal usage. I mean at the most we use the Jacuzzi once a week for maybe 30 minutes at a time so it's hardly ever on the lifter to begin with. After the seems broke about 3 weeks later the inside of the cover started taking on rainwater to the point where I couldn't lift the cover anymore because the inside of the cover was waterlogged. The company made me pay $220 to replace the cover citing that I was using the wrong lifter. The broken seem that's supposed to be so much better than all the other covers is the reason why they made me pay the $220 originally. I asked what lifter I should've used and they said I had to use their lifter which, as it turns out is the exact same lifter that they have for sale online. Once we got the cover, pulled back and drained, we were able to inspect the condition of the foam cores which were full of with water and rusted out at the end caps. So the water had been getting inside the double wrapping and not just in between the outside cover and the wrapped foam cores. The manager that I spoke with tried to insult my intelligence by saying that the chemical composition in my Jacuzzi had to penetrate the plastic and that I was improperly maintaining my pool, which justified them only giving me a 20% discount on the foam cores. Their position was that they were doing me a huge favor for my improper usage of my Jacuzzi and lifter, which is completely untrue without facts, and he then suggested that I spend another $250 on the replacement cores. So overall after three years they wanted me to spend $470 on my warranty cover that supposedly had a stronger cover with better stitching and double wrapped cores, when my original cover that had the same user on the same Jacuzzi with the same chemical composition, on the same lifter lasted 7 years without any of this happening. I made a suggestion that they put a terms and conditions part on their website to protect customers by educating them on their horrible warranty coverage policy by indicating things like using Vaseline on the stitches, using their lifter, and using whatever chemical composition they recommend to protect their cover to validate the warranty coverage. The response I got from the extremely rude and arrogant Manager was; "now you're trying to tell me how to run my company and you're making suggestions for future customers" which he said, "seemed very arrogant on my part". I said what is arrogant about trying to protect other people's investments so that they are fully aware of their warranty coverage so that you don't have another upset customer like the one you have right now. He rudely dismissed me and told me he had been on the phone with me for too long and that his time was too valuable to spend any more time on me. Unless you love dealing with businesses that love to charge you a king's ransom for their product, tell you how much better their product is that everyone else's , fall extremely short of that claim and then avoid future Warranty claims at all cost,maybe save yourself the money and the headache and go buy yourself a normal top and stay far away from the cover guy.

    The product is of poor quality and ours didn't last 1 year. They do not honor their warranty and blame the customer for using brooms to clean off the cover. The seams on the exterior started to split and the interior started to take on water. Do not answer the phone and take forever to answer emails. Have to call to get anything done and nobody answers. I found many negative reviews online complaining about the same issue. This company makes an inferior product, they know it does not last, and do not honor their warranty. Complete waste of money.

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    7 months ago

    Terrible experience ordered cover latches in the wrong place and won't work. They won't fix their mistake.

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    Page 1 of 6

    Review Highlights - The Cover Guy

    We bought our deluxe cover along with the hydraulic lift Oct 2019.

    Mentioned in 5 reviews

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    People searched for Hot Tub & Pool 249 times last month within 15 miles of this business.

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    ImmerSpa

    ImmerSpa

    3.5(2 reviews)
    16.7 km

    Great customer service and such a fantastic product! Super easy to deal with and they respond…read morequickly with answers to questions. They walked us through the purchase, delivery and set up instructions with great detail. They sent us upfront and a detailed quote before ever spending a dime. When it came time to receive our spa they coordinated directly with our contractor for easy delivery. Can't say enough good things about this company. If you're looking for unique and high end spas, this is your best option in my opinion. I will note that while located in Canada they do deliver to the USA without a problem. You will have to pay the import duty tax which they lay out in the cost. If purchasing in the US, they only accept a cash transfer from your bank. If you haven't done that before it can be a stressful process. Again, Immerspa makes it easy.

    I have mixed reviews for this product. they do not provide enough information for clients to know…read moreexactly what they are getting and how it works. The main disappointment was the box where the machinery sits: very heavy and inoperable piece that caused an injury to the hand in a friend handling it. Also covers do not always adapt to the size/shape of every spa; they glued the clips to the stone to use with the ties; the glue is yellow and it looks like puke right on top of the stone. They do not inform well how to control the remote settings, and have low skilled subcontractors installing their spas. I would not order again. You are on your own resolving many issues around it.

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    ImmerSpa
    ImmerSpa
    ImmerSpa

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    The Cover Guy - hottubandpool - Updated May 2026

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