ComplaintsforWatkins Manufacturing Corp

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an Aquaterra ***** hot tub, manufactured by Watkins, on 02/28/22 from ******* In early 2024, we noticed it was leaking. I contacted Watkins as it is still under warranty. Watkins hired Leisure Unlimited for repairs. After multiple contact attempts, Leisure Unlimited declined to work, stating that they "don't want to mess with it", so Watkins hired Northeast Factory Direct. Despite three visits, the hot tub continued leaking. Photos were sent to Watkins by both Northeast Factory Direct and me on numerous occasions, but the leak was not identified. Northeast Factory Direct consulted with Watkins' techs without success. Months later, Watkins agreed to replace the hot tub, but no longer manufactures this model. Weekly and sometimes daily follow-*** have resulted in no resolution. I want a refund or a comparable new hot tub delivered and the defective one picked up immediately. ****** states Watkins needs to email them for return approval, while Watkins insists I contact ******* Despite multiple attempts, no progress has been made. I've taken three days off work for contractor visits, cleaned up foam debris in my landscaping and spent countless hours on the phone. Watkins now says I must disconnect the hot tub and bring it to the curb without specifying a day or time, requiring me to hire another contractor and likely take another day off work. Please determine the disconnect between Watkins and *******

  Business response

  06/12/2024

  Dear *****,
  
  We are reaching out in response to your complaint ID#: ******** filed with the Better Business Bureau on 06/10/2024 regarding the process challenges with your replacement spa.  We deeply regret the inconvenience and confusion you have experienced, and we appreciate the opportunity to address your concerns and provide an update.
  
  We acknowledge that there was a miscommunication between ****** and our team.  This led to misunderstanding and confusion regarding the status of your replacement spa order.  This is not the experience we want any of our customers to have with our brand - your frustrations and shared concerns are valid and very appreciated.  We sincerely apologize about this situation and are eager to make the remaining replacement spa process as smooth as possible.
  
  Our goal is to ensure that you receive your replacement spa in a timely manner.  Your replacement spa order has been entered in our system; The spa is an upgraded model due to the discontinuation of the original model.  Next step is is getting the estimated delivery lead time from our logistics team.  Once received, an agent from our Customer Experience team will contact you and provide details of that date.
  
  To prevent such issues in the future, we are reviewing our communication and process protocols with management for opportunities for improvements.  We want all customers who chose our brand to experience the highest level of satisfaction throughout ownership of their spa!  We are truly grateful seeing the opportunity to avoid this from happening in the future.   Your case will remain open and high on our Customer Experience teams radar, until your spa has been delivered.
  
  Thank you for your patience and understanding, *****.
  
  Warm regards,
  
  ***********************, Customer Experience Specialist

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a Hot Springs Watkin Wellness Prodigy spa on 05.12.18 from ****************** which was a second spa purchase from this company. The panels on the spa started warping and bulging out from the frame. We were well in our warranty period when my husband ***** and myself contacted ****************** to have someone come out and fix. The technician came out to replace and the panels he brought were warped, they would need to order them, after several calls we were finally told they were on back order. We waited over 3 years because they was on back order, we went through the pandemic waiting for these panels. ***** Spas finally got the panels in and sent one of their technicians out to my home by the name of Jab which was aggressive to my husband and disrespectful to my home. After all this waiting the panels he brought out was also warped. We was told they would have to order more panels and it would be another wait. We had to call them for more follow up to the panel we were told they came in and they would send another technician out to install them, my husband did request someone other than Jab. The tech came out again and notice the new panels were warp in the box which was very disappointing to my husband and myself. We were told again after 3 attempts they would have to order more panels. the technician put the old warp panels back on the spa and split the panels even more. I have been living with a eye soar for 5 years waiting patiently for a resolution! I'm embarrassed when my family or friends come over. If Watkins can't fix their product I want my money back!! I didn't spend my hard earned money on something that has been broke the whole time I had it. This has put emotional stress on my husband and myself which purchased the spa because of our health. We communicated with company via phone in good faith than I wanted them to put correspondence in an email format. I've sent emails to ********************* and 4.2.24 ******** @ Watkins and no response

  Business response

  04/09/2024

  BBB,
  
  This is in response to BBB complaint ID# ********, submitted by ****** And ************************************, regarding their 2018 Hot Spring Prodigy model spa purchased through one of our authorized retailers.  I reviewed the comments, and see there is opportunity here, as this experience is not what we would hope for with any consumer that invests in our brand products.  I can confirm our Consumer Experience team has been working with both the consumer, and the local dealership, regarding the on-going cabinet event.  Moving forward, I will be managing this case, working with both the consumer, and the local retailer, to see what can be done to address the concerns shared, and hopefully turn this experience around so the customer can continue to enjoy their investment in their Hot Spring Prodigy. I will begin by reaching out to the consumer immediately,to open space for them to share their concerns directly with me.  Thank you ***********************, Consumer Experience Specialist.  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 4 year old hottub was picked up by the woodbury ** service department on august 4th 2023 to have a slow leak repaired. I started asking when I would get it back in late September. Wax given numerous excuses until late Nov 2023 I was offered a replacement 2022 model spa that supposedly was available at the company in CA. I was told it would be shipped as soon as possible. It is now January 21, ************************************************************* even my old tub repaired and returned. I have spoken to other hotspring dealers/service techs in other states and was told that either the ** dealership or Watkins Wellness is not be forthcoming with **** spent over 10k for a new tub and after almost 6 months I still have no tub. This is c*** customer service and I want a hottub delivered soon or an entire refund for the cost of the tub I paid for. This company, particularly the ** dealership has not been honest with me and I am tired of waiting for a resolution because at this point, Hotspringgreen and Watkins have proven they cannot be trusted to follow through with their promises.

  Business response

  02/02/2024

  BBB,

  Thank you for the notification of this consumer's complaint, and our apologies for the delay in responding. According to our records, this customer has a 2015 Hot ********************** Highlife Series Vanguard model spa (VV3T1494), installed on May 24th, 2019.  This spa was purchased from and installed by authorized retailer - Hot Spring Spas of the ***********, located in Bloomington, **.   This spa carries a 5-year no-leak warranty, starting on the date of installation.  

  While there are no provisions for replacement spas in our limited warranty terms, and being the spa was outside the warranty terms, Watkins Wellness did approve a replacement spa, as a one-time courtesy.  The dealership will be delivering the replacement spa, from a model they have in stock.  The dealership is in contact with the customer.  ******************** considers this matter closed.

  Thank you,

  ***********************, Specialist, Customer Experience

  ********************

  Customer response

  02/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a LifeSmart hot tub from Homedepot.com back in 2019 or 2020. Recently (actually for about 6-8 months) the plug in portion that plugs into my electrical outlet has a constant red light on it next to the word "TEST" and does not run and is not operational. I would like someone to contact me from the company to resolve this issue. Thank you.

  Business response

  11/07/2023

  We are in receipt of BBB complaint #******** and have contacted **************** to assist with troubleshooting the issues he is experiencing with his spa. Our agent advised **************** that his spa purchased in December of 2018 comes with a 1-yr parts warranty and 90 days labor warranty.  Our agent was able to assist **************** over the phone to identify the cause of his spa not heating, needing a new jet pump and provided the part number as well as a website where he could purchase the part needed.  We believe we have addressed the BBB complaint at this time.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hot tub bought new 1-17-2019 -have had repair after repair done-now leaking in week 35 gallon water -wont to cut insulation out to repair-did not pay ******* for reconditioned tub - and wait till they can get to it -my wife uses it for back injury -leaking on I closed deck

  Business response

  09/01/2023

  From: *********************** <*****************************************************>
  Sent: Friday, September 1, 2023 9:14 AM
  To: ************************************************
  Subject: CASE ****** - ******* - JJ2W1070 BBB complaint #********.
  *Note - this was also sent via email to ************************************************

  *************************,
  
  I am in receipt of the BBB complaint #********, regarding ********************** request that his 2018 Hot Spring Jetsetter model spa be replaced.  I am currently looking into this situation with their local dealership, ******* Pools Spas and Hot Tubs located in ************.  They sold and installed Mr. ******** spa on July 24th, 2019, and carries a 5-year limited warranty team, starting from the date of installation. Their spa is still within the limited warranty term. 
  
  The limited warranty term covers the dealerships spa-side labor, and cost of any defective components or failures, through the dealerships online claim submission to our warranty department.  There are no provisions for replacement spas in the spas warranty term; however,Watkins Wellness will always stand behind our product and support the local dealership to complete needed repairs for the products they sold.  I have attached a limited warranty sheet for the record.
  
  I will continue to oversee Mr. ******** case on this matter,stay in contact with him, and work with the local dealer until we reach a satisfactory resolution with their spa repair.  Thank you.
  
  *********************** (He/him/his)
  Customer Experience Specialist
  ********************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am attempting to return a hot tub that I purchased on 11/21/22 (order #FF1661) for $3,587.00 through Freeflow Spas, a division of Watkins Wellness (**************************************). The hot tub was delivered on 12/16/22. I first requested a return on 1/6/23, which was exactly 21 days after delivery. Here is their return policy from their website:"How do I return my hot tub?If your spa has not shipped yet, fill out the cancel order form. If your spa has shipped, you can return it for any reason within 60 days of the delivery date. Reach out to our customer service team at ************ (M-F, 8-5pm PST) to return the hot tub and schedule a pick up date."After it has been inspected for wear and tear and re-stocked you will receive a refund for the full amount of the hot tub minus 10% re-stocking fee."I attempted to call customer service to initiate a return on 1/6/23. They told me that "they had never done this before since it was a new process" and that "no one was trained in how to return spas purchased from the website." I told them that there shouldn't be a return policy available if they didn't know how to complete the process and the customer service rep agreed with me but said there was nothing he could do. They told me they'd work on it and "try to figure it out" and get back to me. Since then I have called over 8 times in 6 weeks asking for updates and have received zero feedback. Nobody has reached out to me with any updates. Every time I call, I get told "we're probably going to have to do it through your local hot tub dealer" and still no clear answers on when that would happen or if/how the process has been started. We are still making monthly payments on this hot tub that we requested a return for almost two months ago. We do not want to keep paying for it. I want the company to stop ignoring my calls/requests for info and to honor their return policy as stated on their website by either taking my return or refunding the entire cost of the hot tub.

  Business response

  02/16/2023

  This is in response to BBB complaint 19407545. I have reviewed the complaint, thank you for forwarding to our attention.  Our teams are currently working on the return of this spa and are in contact with the Hanleys as recent as yesterday, February 15th, 2023.  Watkins Wellness will continue to work as swiftly as possible with the consumer and the local retailer until the spa has been returned and refunded.  As a one-time courtesy, Watkins Wellness will not extend any restocking fees to the consumer. Thank you ***********************, ************* Specialist, ********************  REF Case ****** Spa:  FFS22D4221643 Consumer:  *************************

  Customer response

  02/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is being filed under Watkins Wellness as they are the manufacturer of the faulty Caldera Spas, Seychelles spa (purchased from ************************ in Plantsville, ** - order #******). The new spa was purchased on 9/11/2022. Now, almost four months later, we spent almost $13K on a new product that still isnt fixed with full usability. The spas diverter has blown three times. The lights on the spa didnt work until an electrician fixed them. Because of the diverter blowing since day 1, we only first got to use our spa about three months into purchasing it. At this point can't use it to its full extent.We have asked for compensation for 1) money spent heating an unusable spa for months in the cold weather (we cant turn it off or the pipes will freeze), 2) for refilling it multiple times with water multiple times due to the water loss from the three guizers and the two complete spa refills that were required because of stagnant water since the jets couldnt run, 3) for the wasted chemicals every time we needed to add new water, 4) for the amount of time spent calling/emailing/coordinating responses and service for the faulty manufactured product spa (this is all documented there are pages of notes), 5) for the damage to the system of this new spa because of the cycling of bad water for months since it couldnt be treated due to the jets not working, 6) for the **** that we experience every time we push a button to turn the jets on since we never know when either diverter is going to blow again, 7) for the inability to use our new ********** spa like every other customer should be able to. We have asked for a replacement spa or compensation. The compensation that we have received up to this point has been two Caldera-branded bathrobes and four Caldera-branded towels. There has been no financial compensation or replacement of any kind offered in order to make this horrific experience right.

  Business response

  12/23/2022

  Thank you for the opportunity to respond to complaint #******** submitted by ********************************* on 12/22/2022.
  As an initial aside, Watkins is the manufacturer of the ********** Caldera spa purchased by the consumer from the retail dealer, *******************, and has been actively involved in working with the dealer to resolve the reported issues from the time we became aware of them as reported to our ************* Team on November 29th of this year.
  Although there is no provision within the limited warranty for compensating a consumer who has had to file a warranty claim or claims, Watkins did work with the dealer to provide water care supplies as well as a years supply of saltwater cartridges as a courtesy and as communicated to the consumer by her dealer on December 13, 2022.
  After receiving this complaint our warranty department reviewed the details with ******************* and Im happy to share that the request to have the spa replacement has been approved. We ask that the consumer continue to communicate with the dealer directly for time frames and logistics of the replacement spa. 
  At this time, Watkins considers the matter closed. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary:In depth details are provided as Upload supporting documents - emails, voice calls, facts and figures, not my opinion.I purchased a new Hot Spring Spa from ***** Pools in ************, ** on 05/24/2019 which has a 5 year warranty covering water leaks. Now 2 years later the tub has developed a water leak. ***** Pools is estimating a five months delay before they can repair the tub. Although the warranty does not specify a response time for repair, five months is certainly not within reason and is, in my opinion, a breach of contract. The email of 12/2/2022 below suggests that Hot Springs Spas is in agreement with the five months repair time. Hot Springs Spas is a subsidiary of Watkins Wellness which is the warranty provided. Therefore, Hot Springs Spas and or Watkins Wellness is responsible for a timely repair regardless of the local Hot Springs representatives. Acceptable solutions are repair within 3 weeks, replacement tub within 3 weeks, or a refund of the full purchase price of $13,305.12.On 12/2/2022 1:31 PM, Hot Spring **************** wrote: (abbreviated)Hi *******,Email Watkins Wellness Thank you for reaching out to Watkins Wellness regarding your questions about the service work needed for your spa. In regards to the expected 5 month wait period for ***** Pools to be able to work on your spa, that is a long time and I can completely understand your concerns with this projected time frame! I am sure that ***** Pools has discussed this will you, but there is a service tech shortage in ***************** currently, and this combined with a record number of spas sold last year is creating longer lead times for spa servicing. I hope this answers your questions. If you have any further questions or concerns we or ***** Pools are happy to help!***************************** | Customer Care Representative **************** Department (P) *********************

  Business response

  12/05/2022

  Hello - This is in response to BBB ********, complaint from Mr. *****************************, owner of a 2018 Hot Spring Envoy model spa.  In effort to clarify statements, 'Hot Spring' retailers are not subsidiaries of Watkins Wellness.  Watkins Wellness is the manufacturer, and we built product, sell to the authorized retail dealerships, and make payment to the warranty claims submitted online by the retailer.  All authorized dealerships of our brand products are independent retailers not owned or managed by Watkins Wellness.  Authorized retailers manage all their business operations, including retail pricing, and scheduling of services for the product(s) they sell.

  ***** Pools sold and installed this spa (KKN4W1068) on May 29th, 2019, and carries a 5-year limited warranty term, which includes coverage of parts and technician spa-side labors to repair any defects, including the current leak.  I have spoken with the dealership today, and confirmed they will continue to work with both the consumer, their internal staff, and Watkins Wellness, until they can allocate their available resources to perform the needed repairs on ************************************* spa.  Watkins Wellness will continue to remain in contact with *********************************, until this event has been resolved.

  ***********************

  Customer Care Specialist

  ********************

  Customer response

  12/05/2022

   They have not provided any repair time frame for the repair.  I will consider this case closed when I have an operational spa.

  Business response

  12/07/2022

  Thank you for your request for additional information.  I am pleased to inform you our team has contacted ***** Pools today, and they have arranged to accommodate and move ************************************* spa repair ahead of their other spa repairs in queue, with a service date of December 21st, 2022.  The dealer will be in contact with the consumer to coordinate logistics on this service call.  Our team will remain in contact with ***** Pools and *********************************, until they begin the repair process on the spa. 

  Customer response

  12/16/2022

   Thanks for your interaction with ***** Pools. They have contacted me and have a scheduled pickup for 1/21/2022.  Perhaps wait until the repairs are completed to conclude this process.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hot Tub leaking after only 2 years. Outback pool and spa fixed leak only to find blown control boards... 7 months later no parts and hot tub still broken!! Called Watkins mfg and feel much worse! Every excuse in the book with no solution!!!! Just want others to know Watkins mfg not only makes defective product, but does not stand behind their warranty!!!! Would return if I could. Stuck with a hot that *****...

  Business response

  10/13/2022

  From: ***********************
  Sent: Thursday, October 13, 2022 8:53 AM
  To: BBB Info <****************************************>
  Subject: CASE ****** - KKN19D2131352 - *********************** - You have a new message from the BBB complaint #********.
  
  BBB,
  
  This email is in response to the BBB Complaint ID# ********,dated 10/04/2022, regarding a concern with warranty performance and delay with service parts for a 2019 Hot Spring Envoy model spa, sold and installed by Outback Pool and Spa on 07/16/2019.
  
  Watkins Wellness is the manufacturer of Hot Spring Spas.  The authorized dealerships manage and handle all the consumer-direct interactions, from the time of interest in the product, to the sale and delivery, and performance of any warranty work needed during the limited warranty terms.  This includes the scheduling and ordering of parts and service.
  
  The concerns regarding the delay in the parts needed are based on industry-wide supply-chain shortages, and Watkins Wellness has multiple teams in place to address these occurring back-order challenges. Watkins Wellness has, and always will stand by and support the warranty terms,through the authorized dealership warranty claim(s) submitted for manufacture defects within the limited terms.  In this case, once our teams were notified by the consumer of the pending parts needed, we worked internally to expedite the needed components to the dealership.
  
  Watkins Wellness is in contact with the dealership &the consumer, to assist in resolving the consumers concerns with their spas service needs and will continue to do so until a conclusion is made agreeable between the consumer and the dealership.
  
  Thank you for the notice, please let me know if you have any questions.
  
  *********************** | Customer ********************************************** Team
  ********************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hot Springs spa in December 2018, it was installed in April 2019, it did not work properly from day one. I purchased this spa for $16,000 because it could be used as a hot tub, and you could lower the temperature to cool the water for the hot ******* in south *********. The cool portion is called the Coolzone and it has not worked from the beginning. After I purchased the spa the company that I purchased it from Leisure living no longer carried the Hot Springs line, so ClearWater was going to help me with the warranty claim. I had no issues with the transition. I spoke directly to Watkins Wellness stating in April 2019 who is the manufacturer of my spa. I have over 100 emails from Watkins and they have sent ClearWater technicians to my house, replaced computer boards, equipment over 12 times and after 3 years the spa still does not work. Early this summer they informed me that the spa was out of warranty and they would not do anything else so I contacted senior management and shared my story and they sent out a technician to try and fix it with no luck. They came out twice in **** August and now I am told that they are sending another part to try. Let me know if you can help or steer me in the right direction.Thanks

  Business response

  10/14/2022

  This email is in response to the BBB Complaint ID# ********, regarding concerns with their Limelight Pulse spa and the Coolzone accessory service challenges for *******************************.

   

  Watkins Wellness is the manufacturer of Hot Spring Spas.  The authorized dealerships manage and handle all the consumer-direct interactions, from the time of interest in the product, to the sale and delivery, and performance of any warranty work needed during the limited warranty terms.  When we were notified by ****************** of the original selling dealer closing and unable to perform services, our teams contracted the next closest dealer (mentioned in complaint), who agreed to support the needed repairs.  This dealer contracted a **** certified technician for repairs needed.

   

  The Hot Spring Spa line can be upgraded with the Coolzone system, an accessory that lowers the spa water temperature.  The spa does not require the Coolzone system to perform functionality(s) the spa offers and to the best of our knowledge the customer's spa is fully functional.  ************* limited warranty for the Coolzone system offers coverages for warranty claims submitted by the authorized dealers.  From the time Watkins became aware that the Coolzone was inoperable, we engaged our Tech Support Team to support the local dealer in troubleshooting.  After extensive efforts failed, we agreed to have the entire unit replaced.  Unfortunately, there was a delay in fulfilling the order due to an extended back-order situation and once the equipment could be shipped, the **** resource that was required for the installation was no longer available, causing further delays.

   

  Watkins Wellness is in contact with the dealership & consumer to assist in resolving the consumers concerns with their Coolzone unit and will continue to do so until a conclusion is made agreeable between the consumer and the dealership, with full coverage(s) for services rendered outside the standard 1-year accessory warranty terms we understand the issues were present during the active terms of the Coolzone system warranty. 

   

  Thank you for the notice, please let me know if you have any questions.

   

  *********************** | Customer Care Specialist

  He/Him/His

  Customer Care Team

  Watkins Wellness

*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. ↩