Reviews

Review Details

• Review fromchristian L

  Date: 05/09/2024

  1 star

  christian L

  Date: 05/09/2024

  Well, they don't pick up the phone if there is a problem, that's for sure. And there is a problem. Our brand new jacuzzi never reached 104. Always stuck in the high nineties, and so far, I can't get any help with this issue.

  Watkins Manufacturing Corp

  Date: 05/10/2024

  Hello ***************** you for submitting the concerns you shared regarding your spa and challenges you experienced - we are sorry to hear you've had this experience! I reviewed our records, show that you spoke with one of our professional agents, and is coordinating a parts order to help repair the issue you having with your spa. We want to make sure you are taken care of. If you have any additional questions, comments, and or concerns, please do reach out to us again, so we can help. Thank you, and once your spa is repaired, we hope you continue to enjoy it for many years to come!

• Review fromkrysta p

  Date: 02/27/2024

  1 star

  krysta p

  Date: 02/27/2024

  Regret not doing my research and realizing hot terrible their hot tubs are. After owning my hot tub for two months, it broke. My technician coordinated directly with watkins to figure out what was needed in order to make the repair. Watkins mailed us the wrong part which caused my technician to come back to my house again. After everything was done, and I submitted my receipts, they REFUSED to pay for it in full. They are only sending me less than half of what it cost me to fix (they still didn't send me the money it's been about 2 months). Not only that, the hot tub isn't good at all if you live in cold climates. I cannot get the hot tub to be hotter than 70 degrees on cold winter nights

  Watkins Manufacturing Corp

  Date: 03/04/2024

  Krysta Thank you for submitting your feedback on the BBB site; I agree its unfortunate that your experience hasnt been what we would expect in any of our products, and we are glad you contacted us for help. You first mentioned your spa was installed at your Airbnb property. As a disclosure our products were designed to be used in non-commercial properties, and our limited warranty terms states repairs used for commercial use are not covered. We consider AirBnbs commercial use, as there are monies exchanged for products and/or services offered by you. When we were contacted by you, our team(s) worked to coordinate parts sent to your home, and we arrange scheduling with our network of technicians prior to service. We understand your urgency getting this resolved, as you hired two different technicians without allowing us the opportunity to discuss their labor rates, and our instruction for replacing the parts shipped. While it is unfortunate the 2 repairs by your hired technicians were costly, we reviewed and agreed, as a one-time courtesy, to cover half of the labor rates charged, via direct payment to you. It appears our teams submitted that reimbursement on February 27th, 2024, in which you acknowledged receipt (thank you!). Your concerns about your spas temperature readings being lower than expected is a concern to us. Our team will investigate this further with you. Please expect one of our knowledgeable agents to contact you shortly and thank you for sharing this additional concern.Should your spa have any issues in the future, please call us so we can review and troubleshoot. However, based on our limited warranty terms, all future repairs will be your responsibility. Thank you, ******.

• Review fromJeff Z

  Date: 12/20/2023

  1 star

  Jeff Z

  Date: 12/20/2023

  I started having issues with my spa recently. It is only 4 years old. I went to their website and did a search to replace the heating sensor. I put my model number in and it gave me a choice of a sensor. I ordered it. It took 2 weeks to arrive and they put the wrong packing list in my package, no big deal, but sloppy. I requested a return and they told me that there is not option other than I would have to pay for the return. I did the return, and this interesting, they charged me $21.00 for 2 week shipping, it cost me just under $6 to return it. I sent them a copy of the tracking number and now they are telling me that they will not refund my shipping costs ($21.00) because they say I ordered the wrong part, but it was the part that their website gave me based on my spa model number. When I requested to have the heating sensor that fits my hot tub, they told me I had to purchase the entire heating unit, which is $250.00. They also told me that I should just replace the whole electrical unit and that that 'Might' fix it, which is $600.00, ,but that is not the issue. After further research, it is the heat sensor but they are not saying whether I can order that or not. Meanwhile, I have a hot tub that is consistently running due to winter and inconsistent temp swings (which is costly on the electric bill), and they have no urgency to help an existing customer. I am about to drown the internet with negativity on this company, their product, and crappy customer service. It really feels like do not care about my issue.

  Watkins Manufacturing Corp

  Date: 12/27/2023

  We are sorry to hear about your experience and would like to assist you. Please reach out to our ************* Team at ********************************************** While contacting, please provide the spa serial number and the website from which you ordered the part. Please note that Watkins does not have any direct-to-consumer sales for Hot Spring or Caldera service parts. Therefore, it is most likely that the website you used to order from is not affiliated with Watkins. We look forward to hearing from you soon!

• Review fromKristen W

  Date: 12/21/2022

  1 star

  Kristen W

  Date: 12/21/2022

  I wrote Watkins to express frustration for an install error that COULD have been prevented had they made a simple specification on the replacement hot tub cover I ordered, or provided an instruction sheet for that matter.There was no specification as to the orientation of how the cover must be installed to the cradle cover lifter that they also sell. The two opening sides are not the same construction, as one side is reinforced for screws while the other is not. So now we have damage that could have been prevented with a little bit of information from the manufacturer.I wrote Watkins asking that they would take the necessary steps to add this information to their packaging and include more specific installation instructions. The top having equal side measurements could easily affect the proper safe installation.I asked for a replacement or exchange based on the information that was not provided. After months of emailing and passing of blame, Watkins is standing behind a single sentence in a warranty that was not included in my cover packaging. "professional installation is recommended". Additionally they are passing blame to the local company that ordered the top for me. They did not recommend or offer professional install at the time of my order being placed and at pick up. I will address them separately.

  Watkins Manufacturing Corp

  Date: 12/22/2022

  *****************,Thank you for submitting your review on your experience with your recent replacement cover order we appreciate you taking the time to share your concerns. Watkins Wellness is a manufacturer, and our position is building products, and selling to authorized independent retailers. Authorized retailers sell, install, and service our products at their retail rates to consumers, upon their request. To our understanding, a replacement cover was ordered, and provided by the retailer, without your request for professional installation on your spa that includes a cover lifter. There is no way Watkins Wellness is to know if the end-user has any of our lifters that need reinstallation after the cover is replaced. We appreciate your recommendation of "having a simple specification on the replacement hot tub cover" however, replacement covers do not include installation instructions, as there are multiple options for cover lifters with our brands, and instructions are included for each lifter (respectively to each model) when originally purchased and installed by the retailer. Cover lifter instructions (respectively to each model) outline the steps required, including identifying which side of the cover attaches to the lifter. We recommend consumers hire authorized retailers to perform repairs and installations of our product, to reduce the risk of improper installation. In this event, we encourage you to hire the retailer to perform a professional installation of your replacement cover. Thank you for sharing your feedback, *****************.