Complaints
This profile includes complaints for Watson's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/15/2023
Type: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.
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
Date: 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
Date:05/18/2023
Type: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 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
Date: 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
Date:04/13/2023
Type: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 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
Date: 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
Date:03/07/2023
Type: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.
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
Date: 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 Answer
Date: 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
Date:02/13/2023
Type: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 $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
Date: 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 Answer
Date: 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
Date: 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
Date:01/13/2023
Type: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.
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
Date: 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
Date: 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 Answer
Date: 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.Initial Complaint
Date:11/30/2022
Type: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.
On Aug 31 a new special order theater seating was delivered to our home upon being unwrapped the furniture was visibly damaged the delivery drivers stated I had to call the sales person which I did left messages sent texts to no avail. Finally they sent me an email and said had to be repaired I refused because it was new had not been used multiple defects was asked to send pictures which I did then asked for more sent more no one called after so I called back gain sent emails called sales person kept giving excuses free excuses to date no response. I have advised I want a refund I made 2ntrips to the store accepted their excuses of everyone is behind waiting on company waited waited called again no one will respond at all. I want a full refund and they ca have their curntiure u spent 5000 on a product that was damaged. I can be reached at ###-###-####. Emails can be forwarded to you by contacting me with an email address to send to. Alyssa C*******, Deanna D****, m***** a few of the people I have spoken with, emailed, texted or seen in personBusiness Response
Date: 12/26/2022
Hello,
We have agreed to return the customers product for a refund.
Thank you,
Watsons Service
Customer Answer
Date: 12/30/2022
Better Business Bureau:
Watsons has contacted me and stated they would refund the money and pick the furniture up. They picked the furniture up on Wednesday 12/28/2022 and stated they would issue a refund check. They could not provide me a date the refund would be sent but stated the checks are written on Fridays. The resolution will be satisfactory once the check is received.
I have reviewed the response made by the business in reference to complaint ID ********, and once the refund check is received i will be satisfied.
Regards,
******* ****
Initial Complaint
Date:11/22/2022
Type: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 higher end hot tub in August of 2022. The salesman ensured me I would have this hot tub delivered by the middle of September. Come the middle of September I called for a follow up and got told it’s being delayed and now will be here by the beginning of October. Again, come the beginning of October, I had to call again for an update, and got told the middle of October. Needless to say the middle of October came and went with no hot tub. Fast forward another month and they promised me it would be here by November 20th, 2022. On November 18th I had to call again to confirm the correct date, and they notified me that the hot tub was actually in the warehouse and ready for delivery and transferred me to the delivery lady. The delivery lady then informed me that the hot tub is not actually in the warehouse and she’s not sure why they told me that. The manager then called me back a day later and told me contradicting information and stated that the hot tub was in stock and that he’s not sure what the delivery section is looking at but it’s here and he would follow up with them to clarify. The next day the same manger called me to inform me that the hot tub was actually delivered with no stereo system, which was part of my order. The manager then notified me that I would now have to wait until January/February. My 6 week promise is now turning into 6 months and no hot tub during the winter which I was looking forward to. Also to note not one single time did Watson’s ever call me to inform me of any delay, I had to call every time to follow up on their previous promises of delivery.Business Response
Date: 12/09/2022
Hello,
We have reached out to the customer to discuss a solution for the delays product. We provided the customer the option of us delivering a loaner spa without the stereo until theirs came in, a discount to take delivery of and keep the spa with no stereo at a lower rate that was available in stock, or waiting for the spa on order with a free cover lifter and installation. .The customer was not interested in those options and wanted to negotiate. Will be following up with the customer by 12/13 to finalize a resolution.
Thank you,
Watsons Service Dept.
Initial Complaint
Date:10/25/2022
Type: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.
Ordered a pool from Watson's in April of 2022. Pool was finally installed the last weekend of June. By July 4 the pump was bad - had to have the pump replaced. By the end of July I was filling up my pool weekly and noticed the pool was sitting in water. August it was full on leaking along with steps snapped in half! Called Watson's multiple times and NO ONE answers the phone. They FINALLY sent out a diver in Sept to see it was a rip in the seam. Finally got ahold of Watson's after calling 90x and they ordered a liner. Crickets...called back last week to follow-up and they said it was in and an installer should have called. NOPE. Now it is is getting cold, my pool has a quarter of water in it. I was filling it up 4x a week over the summer to keep it above the skimmer. Just waiting for this crap to collapse. Called 8x within the last week and left THREE voicemails. Called 4x back-to-back today until someone answered. Their excuse was the girl scheduling was 16 and in school...cool story. While I pay for an $8,000 pool that didn't get used this summer because it is crap. This pool was leaking before my 60 days was up. I want a REFUND. This has been nothing but problems and no one calls or answers. Watson's has all the fun, right. HA! Come get the pool and refund me. OVER IT. The next call will be from my attorney.Business Response
Date: 10/27/2022
Hello,
Watsons has coordinated a liner re-hang to be completed on Saturday 10/29/22.
Thank you,
Watsons Service
Customer Answer
Date: 10/28/2022
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.When we finally got ahold of the manager - he was super helpful and nice. The installer finally reached out and claiming new install will take place on Tuesday. Crossing my fingers until then.
Regards,
**** ******
Customer Answer
Date: 11/01/2022
Still waiting on the liner install. They are supposed to arrive today but has not yet.Business Response
Date: 11/07/2022
Hello,
Watsons Service Department has this marked as completed.
Thank you
Initial Complaint
Date:10/19/2022
Type: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 replaced an older hot tub with a new ******** less than a year ago Watsons delivered and installed it. Two months ago, the hot tub started shocking my kids when they were trying to get in it.
We had a master electrician come over and he tested everything and said it was the hot tub. I called Watsons and they scheduled a service appointment for us. When the service tech was on the way, he called and was very adamant that the problem wasn’t our hot tub, it was an issue with our electric and that I possibly needed to change out the breaker. He said that he would come check it out, but I would be responsible for the bill. His tone and what he was advising me, indicated that he was confident in what he was saying, and a trip would be wasting his time. When I went to order a new breaker, I discovered that the breaker was not in stock anywhere. I ended up having to buy a new breaker box and breaker. I called another electrician and had them come and install the new breaker box and the new breaker. After he installed it, the breaker kicked. He tested the panel and breaker inside the house and our newly installed outside gfci hot tub allocated 220v breaker box and breaker. He agreed with the first electrician and said it’s the hot tub. I called Watsons service dept and was told that theit supv was in a mtg, but they would print out my complaint and put it on her desk and she would call me. I let 2 days go by and no call. I called back and was told the same exact thing and I explained that I had already heard this and I haven’t received a callback, and I know the importance of not having the hot tub empty for too long, and how it ages them.
She took the message and out me through to vm and no returned call from the supervisor.
I called 2 days later and spoke to someone in the sales dept asking for the number to corp and they advised me that they are corp. I demanded to speak to a supv and was advised that they’re currently in transition and “Chris” is the mgr in trBusiness Response
Date: 10/20/2022
Hello,
We have reached out to the customer to set up a service call for a technician to come out to assess the hot tub on 11/1/2022
Thank you,
Watsons Service
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