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:07/17/2024

  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.

  We purchased an above ground pool over the phone with ****** back in April 2024, where he told us specifically that the parts and materials would be delivered early May and the project would be complete by end of May. We had taken all of the upgrade options, and also completed our check list of pre install tasks prior to the date needed. To say this has been a disaster is an understatement!We were given a contractor to install our pool who refused to answer our calls or emails for weeks, they did not have a business license for our town, and every time we had to call Watsons who called them to then call us back and relay that there was no progress made.They then placed us with another installer in ******** who would come do the job where it was pushed back further. They assured us it would be up prior to a party we had planned for July 6th, which also did not happen, the installers showed up DURING our party on the 6th and left a mess in our yard while also rendering our backyard useless for the 4th of July party we were having. During this whole period of time we incurred additional costs having to reschedule our delivery for sand as well as electrical work, we had not been able to use our garage for 3 months.After install, the pool pump was leaking, hoses leaking, and did not have the parts for our ladder. They sent someone out today 7/17/24 who was rude, and supposed to bring the parts needed and he did not. We have had a pool in our yard useless for 2 weeks growing algae without being able to use a pump to clean it, cant even get in as the ladder does not have all of its parts, and the service has been horrible. A complete waste of time and money, if we had known it would be this late in the year to get a pool we would not have even opened it much less purchased it from this company. Complete circus to deal with and the process has been a financial stress and headache.

  

  Business Response

  Date: 07/23/2024

  When purchasing a pool, our customers are presented with an agreement that is signed by the customer at time of sale. I have attached the signed document to this response. Line 1 on this document explains that delays are common and should be expected. This can be due to an installer, weather, etc. The original installer has installed numerous pools in this customers local area and has never been asked for a business license until this year. We had no choice but to change the installer to step in and complete the installation. Unfortunately, that installer had other pool builds already on their schedule.

  Watsons has also sent customer the missing hardware for their ladder to be assembled. Also leaks have been repaired by a service technician. 

  On 7/13/24 a gift card was issued to the customer as compensation for issues that arose during install. Also attached. 

• Initial Complaint

  Date:08/31/2023

  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.

  We purchased the top of line semi in ground pool from Watsons St Louis in July 2018. We paid for the installation through Watsons. The install went poorly and they caused significant property damage, which they refunded $2000 to remedy. Fast forward to 2021 and I began noticing rust along the pool wall where it met the ground, when I called I was told exterior rust is nothing to be worried about. 2023 I called and requested someone come look at the pool as the rust didn’t look superficial, was informed I was out of warranty and would have to pay to have someone come out, so I began looking for my warranty paperwork and found that we in fact had a Lifetime warranty. On August 17, I went to remove the auto vacuum and saw water spraying out of the pool wall and upon inspection found the whole wall had in fact rusted through and the rust had ripped through the liner. I contacted the store and it is in fact under warranty, and they will supply the replacement pool wall, but nobody to install it. I now have a 24x48 foot rusted out pool w nobody to install the new pool wall. An independent contractor is willing to consider doing the work for upwards $6000. Watsons installed the pool like this. This is equivalent of Ford supplying the new hood but not giving you an option for installation. This pool is clearly not rated to be installed below grade and we have been lied to from the beginning.

  

  Business Response

  Date: 09/08/2023

  Watsons Management has been in contact with the customer. Watsons is providing a pool wall at no charge in accordance with the manufacturer's warranty and also providing a pool liner at a discounted price. 

• Initial Complaint

  Date:07/14/2023

  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.

  The manager in St Charles and the assistant manager Brittany refuse to honor the one-year warranty I have on a 15,000 dollar pool I purchased from them.  The pool has been leaking water and now has completely drained out.  I have used the pool 6 times since August 2022 and I am well within my warranty time frame. The refuse to honor the warranty I am entitled to because they said I was rude.   They treated me rudely and this is not a reason to dishonor my warranty especially when I am still paying on the pool.  I am elderly and disabled and have been taken advantage of. This is not acceptable and I want my pool repaired immediately. 

  

  Business Response

  Date: 07/20/2023

  *** ***** purchased a pool from Watsons on 6/13/22. On 6/14/22 I received pictures of the pool with a customer concern of dirt washing away from pool and exposing deck piers. The pictures customer sent show that the pool was not backfilled which is causing the dirt to be washed away. Attached is a signed contract showing the customer is responsible for backfilling of dirt. If this was done, the deck piers would not be an issue.  After my contact (email attached) *** ***** proceeded to email me back with personal attacks and has also called and repeatedly been very rude to our employees. 

  
  *** ***** has now called and reported her pool is leaking and demands we send someone out to fix it. The warranty on the liner (warranty attached) is through the manufacturer which only covers separation of the liner at the seams. This warranty does not cover installation or labor costs. If the leak in the liner is due to a separation at a seam and customer provides us , Watsons will happily provide the customer a new liner in accordance to the manufacturers warranty. However, customer will be responsible for finding a company to install as our installer also refuses to go back to the customers residence due to the way he was treated.  

• Initial Complaint

  Date:04/18/2023

  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 bought a Viking Spa from here in Sept 2, 2018 then in Sept 5, ************************************* due to board failure for $169.00 service call and $700.00 mother board. They never mentioned I still had any warranty and no discounts were given. Then March 19th or so I noticed when getting in that the heat wasnt working in the tub and now i had my number 1 pump not working either. Watsons service rep came out April 10th, 2022 and arrived late. After he looked at the hot tub he told me on camera of my Ring camera that he installed the mother board wrong and shorted out the heater and pump so I would not be charged for the visit nor the replacement of the parts he burned up. I am super happy at this point then I call about it a few days later and the ****************** now says they did not charge us for the service call in Sept and we needed to pay that before they would do anything further, so we pay that and now they say we have to pay for those parts the service guy told us he thought he screwed up with the install and they even admitted to me he said that he thought he did cause the damage but now wasnt 100% sure that he did. Needless to say I now have a $9000,00 cold plunge from Watsons that doesnt work. I would never buy anything ever again here! Stay away they do not honor what their service people promise!

  

  Business Response

  Date: 04/24/2023

  Watsons management has reached out to customer to find a resolution at the number provided. 

  The only charges this customer has received is a Trip and labor charge of $169.00 on 4/14.I've looked through all invoices and we have never charged $700.00 for a circuit board. 

  Customer Answer

  Date: 04/25/2023

  Complaint: 19952107
  
  I am rejecting this response because:  I called the Manager back today and left him a message and have heard nothing back.  They installed a board and ai have their team on several videos with sound installing the board as well as I have him on several videos saying his faulty install caused my pump and hearer to go out and the board was bad again and I would not be charged a service call or for new board or pump because he thought he messed it up.  Then when the manager hears about it sayd i do not, now they say they didnt charge for a board.  Am I supposed to charge myself?  Either we can fix it here ot I can file small claims, i am not gonna be taken advantage of
  
  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/26/2023

  ******** ************ manager has spoken to customer and we have come to an agreement to take care of the issues which is amicable for both parties. 

  Customer is aware that ******** has not charged the customer $700.00 for a circuit board. The charge was $181.00 for trip charge and labor (Invoice attached)

  Watsons will complete work on 4/28/23. 

  Customer Answer

  Date: 05/04/2023

  We have come to an understanding snd Service Manager came out and rectified the situation himself and we appreciate it greatly.  Thank you

• Initial Complaint

  Date:11/17/2022

  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 ordered my hot tub from Watsons in St Charles, IL in Sept 2020 and it was finally delivered in April 2021. We settled for a color in the model we wanted because if we didn't we were already told it could take over a year to receive it for a year. When it was delivered it had several things wrong with it including a crack in the corner. We had ordered an upgrade on the radio which was not working correctly and in the last 2 years they have had to come out multiple times to work on things, and we still have several things wrong. Someone at Watsons told us that we are probably having all these problems because it was thrown together so fast that it wasn't thrown together correctly. We have our drink holders that had yellowed already, Radio is still not as loud as my daughters, and hers didn't even have the upgrade. When jets are on you can barely hear it and have been told this is not normal. Plus the iPhone holder on the front was broken. The pole on the top is hard to work on and has a bend, and the front panel is broken inside and never fixed. Plus now the hot tub front panel and jets are not working. We replaced the breaker to ensure it was okay but did not fix the hot tub. It is less than 2 years old with all these problems and then when I called I was told to put a heater in the bottom of it and they could not help me for 2 weeks. I told them how unhappy I was about this and they sent me to a manager by the name of Brittany's voice mail who in turn never called me back. I feel like I got a LEMON and if anything they should be making this right even if that means bringing me a new hot tub and taking this Lemon back to the place they got it from and they can redo it. This is so ridiculous with the amount of money you put out for these things to deal with stuff like this the entire time you own it! I also just found out they are coming on Friday and they didn't even bother to call and tell me that we will be out of town in Chicago.

  

  Business Response

  Date: 11/23/2022

  Watsons service department is actively working on the issue with this spa tripping the breaker. All electronics have the required voltage and amp readings are within normal range. Watsons service technician has contacted the manufacturer for next steps to take.  

  Unfortunately when the customer called in to be scheduled for service we had one technician out with Covid and another technician on vacation and we could not accommodate the time frame customer thought we should have been able to achieve.

  Many of the issue stated have already been addressed and repaired.

  4/21 - Watsons technician replaced phone docking station and examined audio system and found subwoofer was unplugged, Connected subwoofer and audio system worked correctly. 

  9/21 Mounting strip on front panel was broken - replaced front door panel. Also replaced cup holders due to discoloration. Again, phone docking station was broken, replaced again.

  Customer is still concerned with audio system volume. Technician unable to find any issues with this.

   

  11/22 - Present day we are working with the manufacturer on breaker tripping issue. Customer still concerned with Audio volume and is comparing it with a spa in another location. Unfortunately there are a lot of variables in play with acoustics, surrounding sounds, etc.

  All work has been performed under warranty and spa still has warranty coverage until 5/26.

  Due to the Thanksgiving Holiday Watsons will be unable to work with the manufacturer again until 11/28/22.

  We apologize for the inconvenience and will do our best to repair the spa in a timely manner

• Initial Complaint

  Date:10/07/2022

  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 tried a couch at their store and it was comfortable and didn't have any issues. I ordered it along with the additional chairs. When I got the couch and got it set up, I sat down in it, it squeaked and made noise. I contacted the store, they said they would send someone out. There was no appointment made. They said they had to order parts. I have called them several times, and they said they don't have the parts yet. I purchased it April 22, 2022.

  

  Business Response

  Date: 10/13/2022

  A service technician was sent out on 6/9/22 and found that the furniture is on an uneven surface. Quote from service report 

  "COUCH IS ON AN UNEVEN SURFACE AND ALL LEGS ARE NOT
  MAKING CONTACT WITH THE FLOOR CAUSING MOVEMENT    
  IN COUCH FRAME CREATING A SQUEEK. SUGGEST CUSTOMER
   MOVE THE COUCH TO AN EVEN SURFACE OR SHIM LEGS.  
  NZ"

   

  If this has already been done Watsons will send a technician back out to look for any other issues. 

   

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

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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.

  On 8/28/22 I placed an order on your website for store pickup and I've been waiting and waiting to say its ready for pickup. Today 9/2/22 I called your store and talked to my first rude employee to find out my order cannot be located by my phone number and your store can't look up an order # only an invoice # which is not supplied online. The store gave me the Ohio store phone # to call and I got my 2nd rude employee who then transferred me to a woman who was at least nice but still unhelpful. Is your online purchasing system from 1980?! What is going on. These items are available in store today but they can't see my order and nobody can see my order to even cancel it. I want my money back! Order # **********

  

  Business Response

  Date: 09/08/2022

  Customer has received the products they ordered and is satisfied. 

• Initial Complaint

  Date:07/26/2022

  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.

  Purchased a pool at Watson’s for over $10,000. Third season I noticed a leak. Called reported leak, also said my skimmer had hairline crack. May 31st tech shows and ONLY replaced skimmer said didn’t have equipment for leak detection, which was what he was there for, but a “communication” error from Watson’s. Reported again for same leak sent video to them. Had to wait till June 14th for tech, came back and said there is no leak! Said could be lines, which was no way. I dug up the lines and found leak under pool. I contacted once again and left messages on June 17th reporting the leak. June 27th I still was NEVER contacted back, so I contacted AGAIN sending videos of the leak, but guess what? NO REPLY! I was finally successful in getting a tech out for a 3rd time!! July 14th. He said he checked for 45 minutes and found no leak, he said he would speak to his supervisor and have him come out to look, so I will be contacted back with an appointment. He also stated could be my lines again! As of July 25th I HAVE NEVER BEEN CONTACTED, so I called once again! I asked to speak with a supervisor, but no answer. I spoke with ********* multiple times before and spoke with her again. I explained the history and I dug lines up and have video of the leak actually dripping from under pool!! She said she would give it to a supervisor and I will be called back! Have I been called? The answer is NO! As I write this complaint I have spent $100’s of dollars keeping my 43’x21’ pool full!! This is 3rd month now and have gotten nowhere! Now there is a 2’x1’ crater at the bottom of my pool where the sand was washed out! The liner is stretched so much it’s going to rip at the seam! This is piss poor service for spending $10,000 for a pool! It’s no secret they don’t give a crap about my problem!

  

  Business Response

  Date: 09/02/2022

  As this complaint is a month old by the time we received it, multiple members of Watsons Management have spoken to *** *******. 
  

  *** ******* has received a $300 gift card as well to cover water loss. Also a pool liner at no charge in case the liner ($769.00 value) has stretched, although liners are meant to stretch.  ** ******* has been made aware that Watsons will not cover installation as this pool is on it's 3rd year and holes in a liner are covered for the first season. 

   

  Attached are the dates and invoices created for the gift card and liner.