ComplaintsforWatson's of Kalamazoo

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an almost $8,000 hot tub in February of this year. They said it would take about a month to get in but it only wound up being 2 weeks. They hired a 3rd party to deliver the hot ********** were ill equipped, to handle the job! The guy brought 2 young boys who only weighed MAYBE 250 pounds between the both of them, to pull a 750 lb hot tub on a thin piece of plywood, from our driveway, down the side of our house, in ************ through our gate door to the backyard, vs driving his *************** through it!! They couldnt get it so my ************** had to help them. Theyget it on the deck & instead of pushing the hot tub closer to where we needed it to be installed, the guy took off ALL the protective wrapping & THEN tried pushing it, which in turn broke 2 pieces of our side panels!! One was almost completely broke off & the other was 1/4 broke off, showing the aluminum inside. The guy said hed have to order more & would be back out to replace it. They left here & never wrote in paperwork how they broke anything. I called our salesman *****, who in turn, called their service department. *******, from their service department asked for ********** sent ********** assumed that they were 2 corner pieces broke & put them on order. 2 months go by & I get them to come put them on but the one piece that was broken, was a front panel & NOT a corner piece! She said if they didnt have any in their warehouse, she would do a speedy replacement order. It is now the middle of July! I have told them that we have had ************ coming in & out of the broken piece, to no avail!! I had to pay over $450, to have it installed because they dont do installation & by the time I get ANYTHING FIXED THE MICE WILL HAVE CHEWED WIRES & the $8,000, will be down the drain!! DO NOT ORDER A HOT TUB FROM HERE! It wouldnt be so bad if it wasnt such an expensive purchase, but this wasnt something for $80. It was something for $8000 and they dont care.

  Business response

  08/14/2023

  Hello, just to follow up on this complaint the spa was indeed delivered on 3/6/23, The guys did advise us that 2 corner were cracked from the delivery. We were not informed on any other issues with the delivery or any complaints on the delivery from the customer, other than that 2 pieces were cracked. We did reach out to the customer to try to obtain pictures and left 2 voice messages with no response so the claim was never fully dealt with until pictures were received. We finally obtained pictures from the customer and the claim was sent off to the manufacture 4/20/23. The lead time is about 4-6 weeks, and it looks like the corners arrived on 5/15/23 we went out to the customers residence on 5/26/23 and replaced the two corners we were informed about and ordered. Once we got to the house, we noticed that 1 was actually a front panel, and not a corner. We did place a claim after the tech noticed that and we got the front panel coming to get replaced. Again, unfortunately the lead times are about 4-6 weeks which the customer was informed about, and the new panel was received on 7/20/23 which was replaced for the customer 8/4/23. When at the residence again we noticed another corner that needed to be replaced, which we were out to look at other issues regarding chemicals, and the surging of a pump. We addressed these issues with the customer when on site. We currently have them scheduled for 8/25/23 to get this replaced and the claim complete. I am not sure what the $450 dollars to install the hot tub was for because installation of the hot tub is included in the purchase which means we will drop the spa off and attach the lifter/cover. It would be the customers responsibility to fill the spa, and get the spa electrically hooked up which is gone through in the original sales process. As of right now the spa should be completely fixed and all issues resolved on the 25th of August when the tech is scheduled to go out. 

*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. ↩