Complaints

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:03/13/2025

  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.

  Failure to honor warranty.I have been in contact with Watkins wellness quality department for five months now and they have failed to prove a defect I am experiencing with my hot tub jet is not a quality issue. .No proof their responses are legitimate and they continue to provide excuses why the defect is normal. All verbal thru email, no physical proof or videos. All pushback, no attempt to resolve the quality issue.The hot tub is under warranty and its my belief the pushback back is due to warranty costs.

  Business Response

  Date: 03/27/2025

  We acknowledge receipt of your complaint and understand your concern relating to your jet.  We are currently gathering the necessary information to provide a complete response.  We anticipate having a full response to you within 7 business days.  Thank you. 

  Customer Answer

  Date: 03/27/2025

  I will be glad to wait for your investigation. I have had many contacts with your customer care with no resolution. They have a video of the issue which I submitted to them. 
  I appreciate Watkins taking a deep dive into the situation. I would like nothing more than to resolve this. Thank you 

  Business Response

  Date: 04/01/2025

  Thank you for reaching out to us and sharing your concerns about the airflow in your spa. We understand how important it is for you to have a seamless and enjoyable experience, and we appreciate your attention to detail.
  After thoroughly reviewing your situation with our engineers and technicians, we can confirm that the experience you are having with the airflow stopping for two of your spa seats when the jet pump is on low speed is normal and not a defect.
  The low-speed pump was added with the intention of managing filter cycles and for use when adding chemicals to the spa. While it can also be used when enjoying the spa as a soak setting, you may notice a significant reduction in airflow when jets are blocked from being seated due to the lowered jet pressure. This is an expected behavior for a venturi jet design. You may be able to mitigate this reduction in flow by ensuring your air control valves are fully open and the filter is clean for optimal flow and pressure.
  We recognize that this may be unexpected and potentially concerning, and we want to assure you that your spa is functioning as intended. Our team has carefully evaluated this feature to ensure it meets our high standards of quality and reliability.
  If you have any further questions or need additional assistance, please do not hesitate to reach out. We are here to support you and ensure you have the best possible experience with your spa.
  Thank you for your understanding.

• Initial Complaint

  Date:02/05/2025

  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.

  We purchase a hot tub from this company that arrived with a leak. We have had to fill the pool up every 2 days in order to keep the drain lines from freezing and damaging further. It has been almost a month since we filed the complaint and all that has happened was a company came out and said they can't repair anything until it's warmer outside. It isn't feasible/or acceptable, for us to keep filling to tub with gallons of water each day, adding more and more chemicals, bringing the host back out and back in every time so it doesn't freeze, and waste money on energy bills heating it up for 3 more months. They offered to replace it, and it has been over a week since the sent off that request with no resolution. I would not recommend purchasing from this company. Sadly it appears there are many other complaints just like ours. Save yourself the headache.

• Initial Complaint

  Date:01/08/2025

  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.

  Here are the reasons I strongly believe this tub should be replaced: Chronic Problems: The recurring issues with this product far exceed what any reasonable consumer should expect. Some products are defectivelemonsand this appears to be one of them. Whether due to manufacturing defects or poor quality, this hot tub has consistently underperformed and warrants replacement. Warranty Coverage: There has been no definitive identification of the leak's source. However, since the spa was under the 7-year shell warranty at the time, any issues stemming from a defect in the shell should be addressed. Evidence of Long-Term Leakage: The rotting and swollen cabinet clearly indicates the spa has been leaking for years. The foam insulation and sealed cabinet likely concealed the issue until it became severe. This suggests the leak began well within the 5-year leak warranty period. Good Faith: I have worked in good faith with Watkins and Hot Springs of the Twin Cities to address the chronic issues. Until the leak I never asked for a replacement and worked through issues in good faith. I even accepted a modified, fixed controller as a substitute for the original wireless remote. However, at some point, enough is enough. A rotting cabinet caused by a long-term leak is unacceptable. Comparison to Neighbor's Experience: Lastly, the neighbor behind me owns a Highlife Grande spa, purchased on my recommendation. He has never experienced any issues with his spa. This provides a clear comparison of what normal performance looks like. My experience is far from what I see other consumers enjoying, highlighting the disparity in product quality.

• Initial Complaint

  Date:10/07/2024

  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.

  Purchased hot tub around 12/2020. We have had so many issues with the hot tub from the start. There was a leak that needed to be fixed. There was also an issue with the lights only working when they want. I am constantly calling to troubleshoot the hot tub. Went on vacation and came back 2 weeks later and the salt system shut down. I had to drain the tub and buy all new filters at $100/5. The water was green! The hot tub makes a loud sound constantly for no reason at all. It goes into protection mode and then can't recognize the salt system. Multiple calls and wasted time and money for more issues. This is supposed to be a relaxation purchase not a nightmare.

  Business Response

  Date: 10/21/2024

  Our Dealer has serviced this spa couple of times in the past couple of months for various component failures that may be the result of water chemistry damage. The last service call was on October 8th and they replaced the circulation pump that was periodically making a loud sound that would indicate low, restricted flow that would put the spa into protection mode if this occurred during a heating cycle. Since the circulation pump replacement, the protection mode incidents have ceased, and no additional issues have been reported to the ********* the dealer.

  In regards to the Fresh Water Salt system shutting off, the controller is designed to have the settings confirmed every 10 days. If not confirmed, the system will lower the settings and then turn off to prevent over-chlorination to the spa water and spa component damage. Depending when the settings were last confirmed before they went on vacation, it may have shut off soon after they left resulting in no chlorine in the spa water.

   

• Initial Complaint

  Date:10/04/2024

  Type:Sales and Advertising 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 have owned my hot spring sovereign hot tub for just over two years. Recently, we started having issues with it beginning with the controller not responding to commands. We had the service tech out and he discovered an issue with the lighting behind the captains chair seat related to the light housings that was somehow resulting in the issue with the controller. He attempted to replace the lights but they were so badly corroded he could not and had to order the assembly, not just swapping out the lights. He came back one the part came in, almost a moth later, and had to remove all of the insulation to get the assembly replaced. After all that, he could only replace the upper light assembly, as he couldn't access the lower light assembly even after removing all the foam insulation. In short, the lights were corroded because they are underwater in a salt water system hot tub and lack adequate protection from the salt water. Further, even though he had the correct parts their placement in the unit made them impossible to replace. This all adds up to me having a two year old tub with failing lights that affect the entire electrical system and controller. Given this unit was over $20,000 neither of these points should exist in my opinion. If you have parts exposed to salt water, make sure you protect them especially in one of your signature top of the line units. I am very disappointed to have spent so much money on a tub that was this poorly thought out from an engineering perspective.

• Initial Complaint

  Date:07/30/2024

  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.

  I had hail damage to my spa cover and Patio Pool and Fireside Topeka, Ks. ordered me another one. When it was installed, it was obviously damaged and was broken on one of the panels and was holding water on its top. Watkins refused to replace it because of "Window Reflection from the sun" caused it. No way. I had a cover for five years in the same spot and not a problem until a storm with hail damaged it. Now, less than a few months after the installation the reflection off a window damaged it. The neighbors roof blocks direct sunlight in the EVENING anyway. They need to replace the cover and quit with excuses that make no sense. Thank you

  Business Response

  Date: 08/01/2024

  Hello,

  My name is ************************ Cx Specialist with the Watkins Wellness Consumer Experience Team.  I am in receipt of this BBB complaint # ******** regarding Mr. ********************* denied replacement cover warranty claim, and assigned case number 280701.  I understand our warranty department, after reviewing the dealership's submitted claim and photos, determined the pooling water damage is the result of a heated window reflection sourced within close proximity of the consumer's spa.  This type of damage occurs when direct sunlight, reflecting from respective window onto the cover, causes the foam core to melt, due to excessive heat.  This results in indentation of the surface, allowing water to collect and pool on the cover.  *** limited warranty terms considers this an 'external cause' by 'acts of nature', which are not considered manufacture defects.  

  However, I am investigating the matter with both the authorized dealership, Patio Pool and Fireside in ******, **, and Mr. ********************** owner of our brand spa and the respective retail cover.  I have emailed both parties, and will continue communicating and working on this complaint until there is a satisfactory resolution between all parties involved.  We greatly appreciate the opportunity to support all consumers of our brand products, and our network of authorized dealerships.  We strive to support an experience of excellence, and understand this is not the case for Mr. **************************** Thank you.

  ************************ Cx Specialist, Watkins Wellness Consumer Experience Team. 

   

  Customer Answer

  Date: 08/01/2024

  I have emailed *********************** back with contact information for Patio Pool and Fireside President.  They already have numerous photos and I have emailed him Watkins original explanation with a photo.  Thank you.

  Business Response

  Date: 08/05/2024

  Good afternoon,

  Thank you for the updated response!  The consumer did reply to my email shortly after my review and response to the original complaint.  I am currently reviewing with my teams and the dealer, and will continue to work to resolve this concern on the consumer's current cover concerns.  Thanks,

   

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

  Consumer Experience Specialist - Watkins Wellness

  Customer Answer

  Date: 08/07/2024

  The cover needs replaced.  Anything less than that is not acceptable.  My local dealership has had issues with them recently on another cover.  Same issue.  This is not an isolated incident.  Thank you.

• Initial Complaint

  Date:06/07/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/05/2024

  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.

  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

  Date: 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

  Date:01/21/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/27/2023

  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 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

  Date: 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.