ComplaintsforWatson's

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon installation of an above ground pool, a piece was broken. I have made repeated requests for repairs over the last year. I was told that the service ticket was closed, stating my pool was fixed. I’ve explained that no one had came out, i asked them why I would be calling if my pool was fixed. I was brushed off, with repeated assurances of return phone calls. That were not returned. I just want my pool fixed. Please help

  

  Business response

  09/21/2023

  Hello ***** ******,

  I have coordinated with our team, provided feedback for the issues and concerns and set up your correction appointment for tomorrow. I sincerely apologize for the issues and lack of communication you received. We strive to provide the ultimate experience and your feedback ensures we do better in the future. Again thank you for your time today allowing me to correct the issues.  Tomorrow the correct top seat will be delivered and installed. Thank you.

   

  Gloria M********

  

  Business response

  09/21/2023

  Hello ***** *******

  I have coordinated with our team, provided feedback for the issues and concerns and set up your correction appointment for tomorrow. I sincerely apologize for the issues and lack of communication you received. We strive to provide the ultimate experience and your feedback ensures we do better in the future. Again thank you for your time today allowing me to correct the issues.  Tomorrow the correct top seat will be delivered and installed. Thank you.

   

  Gloria M********

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called about an issue with one light being cracked and you could see the LED in October of 2022, under warranty. They couldn't come out till the end of November and I had to drain the hot tub. When they came out, the said my light didn't work and another one was cracked and needed to be replaced and they would order the new lights. I had to refill the hot tub and rebalance the chemicals because it was winter. They never called me and I had to call several times in order to get help. They finally set up an appointment in January and I had to drain the hot tub again. When they came out, they said they actually needed to replace 4 lights. I looked at it and the one that they said was originally cracked was still cracked. I had to refill it and rebalance the chemicals to find out I now have two lights not working. I called them back and they said they would reorder new parts and come out when it was warmer to fix it. I waited till May and they still never called me. I called several times and finally got someone to set up and appointment in June. I drained the hot tub again and the guy came out and said the my lights didn't work and I need a new light strain. I explained I was going on vacation and would be back in 10 days. He said it would be in by then. I came back and again no calls so I started reaching out again. Was told several time I would be called back and never was. I finally got one person who was awesome and called me back and actually tried to help. He found out it was back ordered. A couple weeks ago, I called and was told it was finally in. I kept calling and was told a coordinator would call me and they never did. I have tried calling a manager and leaving messages and they won't return my call. I got ahold of someone and they said they are trying to schedule it a month out. I have yet to have a confirmation of anything and still can't get ahold of anyone to tell me what is going on.

  

  Business response

  09/14/2023

  Watson's Customer Service Manager reached out to customer to ensure she was aware that her lights will be replaced on September 22, 2023. The parts were on back order and customer was not notified. In a gesture of good faith, the customer has been compensated with a gift card and has a dedicated customer service representative who will be keeping the lines of communication open  and alerting *** **** if there are any changes ( of which none are foreseen) *** **** is satisfied that her service appointment has been set and that the repairs are under warranty.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an above ground pool 2016/2017, we have a 10 year warranty on the frame of the pool. Told us the PH balance was off that caused the frame to have holes and rust causing a disgusting slime in our yard + the use of our pool has been non existent since this was brought in o Watson attention in May. We have purchased the new liner out of our own pocket and have been told it will be here at the end of the month every month since. Meanwhile seeing advertisements and actual new customers having their new above ground pools installed. We just want to have this resolved as soon as possible. Not one manager or customer service rep has been helpful. We paid for the pool, had the water ph balance checked weekly and this happened for whatever reason but we would like the pool to be fixed, replaced and done with in the next 2 weeks.

  

  Business response

  09/14/2023

  *** ****** was contacted on 9/6/2023 to review his concerns. Customer had placed a warranty claim for the pool wall on 3/16. Watson's Customer Service Manager partnered with our Warranty Clerk and it was determined that the vendor never filled the purchase order. As a good will gesture, Watson's provided a pool wall  and set delivery up for 9/11/2023.  The customer was satisfied with this resolution and the service ticket has been closed.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue was with the installers and the customer service and follow through from install. The installers didn’t speak English and used their phone and google translate. They broke caps on the pool and installed the posts incorrectly and started to fill the pool Thursday. After halting the install and cutting the water, I contacted Watsons and explained the installers mistakes and Watsons said that the installers would come back the next day to fix it. The installers never showed up so we called Watsons and they referred us back to the installers. They coordinated everything through their daughter who spoke broken English, was rude and unprofessional. She said they would be out to fix it. They came around 5:30pm Friday with no tools to fix it, and google translated to us that they would come the next day with tools. Saturday they attempted to ratchet strap the post and pull it out with their truck and it bent the post and the strap broke. They came back Monday and stated they would drain the pool so they could fix the error. Drained the pool and attempted to fix the posts, got the posts lined up properly and plum. At this point now I have a guy in my pool with boots on, ruts under the liner from where the post and frame was moved, dips from where they walked around the liner and wrinkles in the liner. They asked us if the frame looked better, we said yes. They said ok we will fill it back up. The installers said they will order new caps and come back to install them when they arrived. We have called several times over the last month and half since the pool was installed to inquire about the caps and kept getting told that someone will call us. We still have dips in the sand under the liner because they never repacked the sand, wrinkles because it was stretched properly before filling and still no resolution. Now I have to drive up to Watsons to get the caps myself and install them MYSELF because NO ONE has called us back. I CANT do anything about the liner I guess?

  

  Business response

  08/25/2023

  Good afternoon

  Our Customer Service Manager has been in contact with ** * *** ****** and we believe we have reached a mutual agreement. ** * *** ****** have agreed to have a rehang of their liner and caps repaired at the end of season ( September). Watsons will also ensure that the ******' are compensated for the trouble with their assigned pool installer and are happy that we were together, able to give the ****** a satisfactory resolution. 

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are working with them to resolve the errors. 
  
  Regards,
  
  **** ******
  

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Regarding my previous claim the bbb reached and stated that Watson’s was going to work with us to resolve the issue. We got a phone call 4 weeks ago from Watson’s about steps they were going to take to rectify the situation and stated they would call back. So bbb closed the case. NO ONE from Watson’s has called back! I was on the phone with them today again after repeatedly calling and ask for it to be resolved. And of course no one was available so they have to “call back”
  
  
  Desired Resolution:
  Billing Adjustment
  
  Desired Outcome:
  I would like like the cost of the pool to be refunded! I’m sure that won’t happen. I would like the installation fee at minimum to be refunded, the pool to winterized, and a pool mat for under the new liner they plan to install.

   

  
  
  Regards,
  
  *** ******
  

  

  Business response

  10/04/2023

  Per our phone conversation- to recap. We are refunding the install fee, providing a winter closing kit at no charge, a pool mat, liner and gift card for $500. I will follow up with you personally when we receive the scheduling date for liner install with a new installer with in 48 hours. Thank you for your time today. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Watsons informed us 30 minutes prior to delivery that the spa was damaged. This forced us to delay contractors for install of deck and electric, and also caused us to unnecessarily take a day off from work. The spa was delivered a week later (during a thunderstorm and horrible rain). The delivery team was having a struggle with the delivery because of the weather conditions. The delivery team never asked what direction we would like the spa to face. I realized, after delivery, the spa was facing the wrong direction. I called Watsons to have this corrected, and they said I have to pay another delivery fee ($550). Delivery team never asked which direction we waned the spa placed. Watsons said they would call me back about my concerns on 8/10. On 8/11 I was called and told that they were unwilling to help with our issue. They offered a $250 gift card. We do not want a gift card (which we declined). I was then told (by Gloria) that she would plea my case with her manager, and call me on Monday 8/14. On Tuesday, 8/15, I had not heard from anyone, so I drove to Watsons. Gloria then told me that she was, “getting ready to call me”, and that they could not help with our issue, furthermore, that the spa was not returnable (because it’s a custom spa). Also, Gloria’s boss was out for lunch, and the president was in a meeting (she would not provide a contact to the president (Chris S*****). I do not feel we should incur a fee for something that was not properly delivered. **I should also note, after our purchase, the spa was discounted $2,000 for a sale, and we didn’t do any financing, so there were no financing fees incurred by Watsons. Watsons did give us a discount of $2500 for the first failed delivery, but will not take responsibility for the delivery team that failed to follow procedure when delivering. I will be leaving a review with YELP, BBB, and filing a formal complaint with the Ohio Attorney General.

  

  Business response

  08/16/2023

  Good afternoon

  We are indeed sorry that our response has not met customer  expectations. In a good faith effort, due to the damage that was found at the onset of delivery we offered  and did absorb the costs of  the initial forklift fee as well as a  provide a monetary adjustment of $2000, that amount was based on what you stated would  be considered as " fair". At the time of delivery, the Product Delivery/ Installation Completion Certificate was signed by the customer at the time installation. We have provided documentation to support that there was nothing noted on the Installation Completion Certificate that  was incorrect or that the customer was not satisfied with the location of  the spa as the customer was present during the installation.

  Calls were made from the Customer Service Manager, Director of Customer Service and the President of Watson's to discuss and determine what other remedies could be made to appease the customer and there have been  three calls and two messages left today August 16, 2023.  We are currently waiting to hear back from the customer to see if we can come to a mutual agreement on resolution. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from Watsons in 2019 at the Cincinnati home and garden show. The hot tub worked great until 2022 it started leaking at the base. The store explained I was out of warranty which is fine I am willing to pay for issue to be fixed and expressed this. The store sent a tech out October last year... he was there 5 minutes and said there was no issue and left. I called and explained later that evening the water level dropped even more. I was then scheduled for another repair visit. 2nd visit the tech said again there was no leak, this time I showed video and photo proof no resolution. I called watsons corporate and was told the same tech would be out again in april. This time the tech fixed the issue. 5.18.23 tech showed up to same issue and advised he would have to return to fix issue because he could not lift hot tub solo. This has been a reocurring issue... why was he sent solo. I am not 3 visit fees and 8 months not being able to use hot tub.,

  

  Business response

  05/29/2023

  We reached out to *** ******** to set up a date for a service tech to come out and diagnose and make repairs. *** ******** concerns are very important to us and we have processed his ticket as PRIORITY  and a date has been set to assess on June 5, 2023. *** ******** has agreed that this expedited date is satisfactory. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a hot tub from Watsons 18 months ago. It was installed and leaded at the time. It took them weeks to get someone out to my house. When they fixed it they broke a couple pieces and the panel has never been able to be put on correctly. I have called and they keep telling me someone will come out to fix it and yet no-one does. Currently it has a leak and the base of the hot tub is molding and paint is coming off. When I called they stated they will be out next week and will not give me a timeframe except that the tech will call me. I would like to be here when they are, but have to work and without a timeframe it will be hard to do so. Overall my experience with Watsons has bee terrible and I would never recommend anyone to go to Watsons. Thanks,

  

  Business response

  04/13/2023

  Good afternoon,

  The customer is set up for a service appointment on 4/20/23, and on our cancellation list to pick up sooner if any other services are cancelled. As a standard practice, we are not able to provide timeframes for service until the morning of the service date, due to service calls being added or cancelled up until the day before. The technician will be able to provide a 2 hour timeframe for service the morning of. To work with you, we can request a morning or afternoon timeframe, but it is not guaranteed depending on the locations of the other calls for that day. If determined that the spa is not repairable when the technician comes out, he will get with the coordinator on the next steps to get this resolved with the manufacturer as quickly as possible. 

  Thank you,

  Watsons Service Dept.

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 28, 2022, Watson’s came out to repair our arcade which was having an intermittent issue with the volume The technician replaced the switch and soldered the wires. 32 days later when we played the game for the second time, we were still having the same problem with the volume going in and out it is an intermittent problem. We called Watson’s back to fix the problem. The manager waived the trip fee and we said that we understood paying for labor. so on January 28, the technician came out for the second time and replaced the switch for the volume on the arcade. The very next day we noticed that the switch was still not working. We called Watsons back again. They set up an appointment. The technician came out and once again replaced the faulty switch. The technician had said that they were having troubles with those switches. He actually said he even tried ordering them from Amazon because about one and every three switches works and the other ones do not. That evening we noticed the switch was still not working right. Meanwhile we got a bill where they took from our credit card $254. they charged us again for a trip fee for a the switch and labor for an hour. The technician was only here for 30 minutes or less. We should not have To pay for the switch because we paid for it already. It is not our fault. They are putting faulty switches in. Also, we should not have to pay the trip fee. Every time they come out to fix the arcade that they have not fixed right since the very first time. We should only have to pay for one trip for the same problem. The manager would only adjust a small amount off the bill, but Insists on charging us the trip charge and for the switch, even though we’ve already paid for the switch on the very first trip. I don’t see how it is Our fault that they are putting in faulty switches and why we should need to be paying for that. We tried calling multiple times and do not receive callbacks from this company.

  

  Business response

  03/08/2023

  Hello,

  We spoke with the customer yesterday and waived the cost of the part and 2 units out of 4 for the labor, bringing their bill from $254 to $181. We are going back out to install the new part (volume switch) once it comes in from the manufacturer. ETA as of now is early April. Customer will not be charged for another trip fee, but will be responsible for the labor and the cost of the new part installation since the product is out of warranty.

   

  Thank you,

  Watsons Service Dept. 

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

   

  Date Sent: 3/8/2023 2:58:10 PM
  The Director of customer service, Wendy, has called me back and resolved my complaint. This claim can be closed. Thank you for your help
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a $11k *** ******* hot tub that was delivered in December and have been having performance problems with my salt cell since it was installed. After talking through the issue with Watson's pool chemical guy on the phone, and a tech from *** *******/*******, I am extremely confident I have followed all the requirements and the cell is not producing the appropriate amount of chlorine. I have taken water samples to two other pool companies and they confirm the salt cell is not producing chlorine. It is my understanding from the owner's manual and the tech from *** *******/******* that there is an internal system setting on the cell installed Watson's that is not likely working. I have made repeated calls/emails to Watson's to have the problem addressed. On the last call with a tech it became obvious this was turning into a debate, I asked if there was a service manager who I could speak to and he said he would have the manager call me. Later in the afternoon when I didn't receive a call, I went to their website and entered information requesting a call from the service manager. The tech did not come to repair the hot tub as scheduled. I still have yet to get a follow-up call from anyone from Watson's besides the tech who wouldn't resolve my issue.

  

  Business response

  02/14/2023

  Hello,

  Watsons Service Manager and Senior Technician reached out to the customer yesterday, 2/13/23 to discuss the salt system concerns. We have asked the customer to attempt to switch out the salt cell and ensure chemicals are balanced. If this does not solve the issue we have agreed to come back out to take a look at the actual controller for the salt system. The customer will follow up with us in a week to verify if our services are needed or if changing the salt cell resolved the issue. 

   

  Thank you,

  Watsons Service Dept. 

   

  Customer response

  02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have done 100% of their suggested actions and the system still remains in a non-working status.

  On Wednesday, Thursday and Friday of this week I've attempted to contact the Justin and Alison who I spoke with on Monday. Neither has returned any of my messages. 

   

  
  Regards,
  
  **** *****

  ###-###-####

  

  Business response

  03/02/2023

  Hello,

  Watsons went out to the customers home yesterdat 3/1/23, and tested the water chemistry. We determined the chemicals were off, with phosphates in an extremely high range, and PH balances off as well. That is what is causing the issues with the performance of the salt system. We advised the customer to use to vanishing act pillow provided with the salt system kit to clean his water and the technician got him started with it and walked him through it. We will follow up with the customer Monday 3/6/23 to verify the issue has been resolved.

   

  Thank you,

  Watsons Service Dept. 

   

   

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 2022 we purchased a Hot tub from Watsons. Tub was delivered May 26th we noticed how dirty/muddy the inside of the tub was as they were carrying it to our yard. The delivery guys was talking to us and told us our tub was a flood tub. When we asked what he ment he explained. There's a creek next to the warehouse and at times it floods. Then tubs get flooded. This tub definitely was one he said. When we filled it you could tell the jets spit out sand/dirt/gravel. It was horrible. The pumps had to be replaced already because they were junk. The installation under the tub was saturated with flood water and smells awful. It's taken us 7 time to empty and fill the tub to finally get clear water through the tub and to maintaining clear with chemicals. We've spoken to so many managers an d they're no help. One told us they'd give $500 back. We spent 9k on a tub and you only want to knock $500 off. NO NOT HAPPENING. They never told us when we bought the tub that it was a flood tub. It wasn't even mentioned as a possibility. There's nothing disclosed about us getting a flood tub. We've tried for several months to get this issues resolved and they're not one bit of help. No one will return calls and they can't keep managers. This is the last thing we will ever purchase from watsons.

  

  Business response

  01/19/2023

  Hello,

  Watsons offered the customer $500 to keep the tub as is and pay for any repairs, a replacement tub, or $500 off the installation of their pool purchase. The customer had previoisly declined all options provided. We are happy to return the spa or provide a new replacement spa.

   

  Thank you,

   

  Watsons Service Dept.

  

  Business response

  01/25/2023

  Hello,

  
  As previously stated, Watsons will not be issuing you the refund because this was a financed purchase. It is the same process that is applied when you finance a vehicle. You get a loan from the bank, and the bank pays the dealership. In turn you are paying the bank your payments, not the dealership directly. In this case, the financing company paid Watsons for the spa and you paid the financing company, therefore the financing company will be issuing you the refund. We apologize for any inconvenience this may cause.

   

  Thank you

  Watsons Service Dept. 

  Customer response

  02/16/2023

  Per phone call w/Mr. *******  Business confirmed the check was mailed.  Please close the complaint at this time.  If the check is not received, I understand that I can reopen the complaint.

*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. ↩