Complaints

This profile includes complaints for Watson's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Watson's

  2721 E Sharon Rd Cincinnati, OH 45241-1944

  
• 

  Watson's

  5085 Glencrossing Way Cincinnati, OH 45238-3362

  
• 

  Watson's

  6819 Alexandria Pike Alexandria, KY 41001-1027

  
• 

  Watson's

  3336 Washtenaw Ave Ann Arbor, MI 48104-4204

• 

  Watson's

  700 Eastgate South Dr Ste 450 Cincinnati, OH 45245-1598

  

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:10/04/2022

  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.

  Purchased hot tub cover foam inside cover became water logged. Paid $200.00 for cover
  4 years ago. Called Watson spoke to John K*** and quoted $400. 00.I decided to think about
  It. Price doubled in 4 years? I called back in a few days .John was off.Another sales person
  Said he could help me quoted $600.00???Another $ 200.00 in just a couple of DAYS?? Later John called back said $400.00.I ordered the cover they said delivery around LABOR DAY.
  AFTER ORDERING THE COVER WITH A $ 100.00 DEPOSIT. THE PLUG THAT WAS TO BE
  WATER RESISTANT PLUGGED INTO A OUTDOOR WATER RESISTANT BOX STARTED TO
  CHATTER, CALLED WATSON TOLD THEM WHY IF THE PLUG AND THE OUTLET WERE
  WATER RESISTANT WHY WOULD PLUG GO BAD?? THEY SAID THEY WOULD SEND OUT
  TECH, AND PUT A NOTE TO TAKE PLUG. TECH SHOWED UP NO PLUG ON TRUCK??
  CALLED SERVICE SHE SAID SHE PUT A NOTE ON SERVICE TICKET. TECH CAME BACK
  CHARGED $243.59 NEXT JOHN SAID HE PLACED COVER TO FACTORY ON JUNE 22TH
  THEN SAID DELIVERY WOULD BE JAN 2023. NEXT I CALLED WATKINS *** ******* ***. THEY SAID 13 WEEKS?? THEY SAID WATSON WOULD ONLY PLACE ONE ORDER
  TO SAVE THEM ON FREIGHT TO GET A TRUCK LOAD. IT NOW LOSES WATER,I HAVE TO REFILL AND HEAT MORE WATER WHILE WAITING? I PAY MORE SO THEY CAN SAVE ??
  AND IF IT GETS TO LOW IT CAN DAMAGE THE MOTOR,WHICH WOULD BE MORE MONEY
  FO WATSON. I STILL OWE $300 MORE FOR COVER TOTAL FOR COVER AND NEW P L UG
  $643.59 PLUS EXTRA WATER and electricity??I just received the bill for new PLUG in mail.
  I want cover delivered ASAP. ALSO FEEL PRICE SHOULD BE ADJUSTED FOR LOSS
  OF HOT TUB SPA USE. I WOULDN'T RECOMMEND WATSON AND ******* SPAS BY
  WATKINS.

  

  Business Response

  Date: 10/17/2022

  Good afternoon,

  We are very sorry to hear about the delay in receiving your cover. Unfortunately the manufacturer has been having shortages with raw materials which is causing these delays. Upon review it looks like your cover was received into our warehouse on 10/14/22 and is ready to be picked up. 

  In regards to the GFCI plug that Watsons replaced in July 2022, you would need to seek out warranty information or resolution with your electrician or the manufacturer of the GFCI . Since the GFCI was not provided by Watsons with the spa, we are not liable for this product and it is not covered under a warranty with Watsons. Your spa was purchased in 2018 and has a 1 year warranty, which is the reason you received a bill for the trip fee, labor costs, and parts of the GFCI plug replacement when we came out there.  

  Thank you,

  Watsons Service 

  Customer Answer

  Date: 01/23/2023

  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.

  Per customers call on 1/23/2023 @ 3:01:

  The business keeps changing their stories.

  The business has called two additional times and they can't come out for one reason or another.  Please see examples below.

  One time they said they needed extra person, or the parts are not in, reschedule because of weather, etc.

  I called in July and spoke to Rico and he said it wasn't a leak.  They sent someone out and confirmed it was a leak, then they came back out and said needed part (jet), I said do you have it on the truck, no not in stock.  They had to order the part.  Then part came in but they didn't have the 2nd guy to help.  Rescheduled 1/23/2023.  Then they called this morning saying they could come out because of snow.  They said they couldn't come out tomorrow, booked.  

  Now they are claiming to be out on 1/31/2023.  I am concerned they will say there is a weather then and reschedule again.  This has been on for a very long time.  Please confirm that two men with the part on  1/31/2023 to fix my hot tub with no further leak issues.  

  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 01/23/2023

  Good afternoon,

  It is accurate that we needed to reschedule the service appointment scheduled for today due to the weather. Unfortunately the weather needs to be 35 degrees or above to complete the repairs needed on this hot tub otherwise the plumbing lines could freeze, which could potentially cause more damages and cost the customer more money in repairs. In addition this job does require a 2 man team to complete, as the tub needs to be lifted up on its side to perform the repairs on the leak. Since service calls are scheduled out weeks in advance, Watson's has no way of knowing what the weather will be like on the day of the service call. We do have the new date set for 1/31/23 and this is of course weather dependent, as we do need the weather to cooperate for a successful repair.

   

  Thank you,

  Watsons Service Dept.

   

  Note: This is a seperate issue from the original complaint, as that was already resolved.

  Customer Answer

  Date: 02/07/2023

  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.

  The business did come on 2/2/2023 and they did replace the jet, silicone it and then added silicone on the other too where they noticed a leak but they didn't have another jet.  I check the Hot Tub today 2/7/2023 and it appears to be leaking the same as before.  The water has gone down again.  Please provide next steps to resolve my complaint.  Also, I have since filed with the AG's office for assistance.
  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 02/08/2023

  Hello,

   

  The next steps would be for us to come back out and take a look to re-assess the leak. Our service team will reach out to set up a service call to determine the cause of the issue.

   

  Thank you

  Watson's Service Dept.

  Customer Answer

  Date: 02/15/2023

  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.

  Per phone call from *** ********

  The business came out today and stayed here maybe 10 minutes.  Derek advised that he will need to schedule to have 2 people come out again and make the necessary repairs.  Please make sure that you have all the correct parts and the people needed to make the repair.  Also, please confirm when they be out to make the repairs.  They have been out a at least 7 times to make repairs.  If the repairs can't be made this time, I would like to have a new hot tub.  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 03/08/2023

  Hello,

  Watsons is scheduled to go back to the customers home on 3/10/23 to repair the leaks in the motor compartment with a 2 man crew. Customers spa is not eligible for exchange as it is from 2018 and is out of warranty. We will do our very best to ensure that all leaks are repaired and completed on the friday 3/10.

   

  Thank you,

  Watsons Service Dept.

  Customer Answer

  Date: 05/24/2023

  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.

   

  When our HOT TUB was delivered THE HOT TUB was Discolored, and did Not have the correct cover.
  This leads me to believe It Wasn't  a NEW HOT TUB or Had been stored incorrectly For a long time.
  I had to order a new cover In June. It was delivered in October. WATSON'S WANTED
  ANOTHER $150.00 TO DELIVER IT AFTER PAYING $ 430.12 FOR NEW COVER,AND LONG DELIVERY.
  I CALLED WATSON'S AND another Salesman tried to Charge me $ 600.00 ???? For the same cover????

  
  Then the Water proof plug Plugged into a correct outdoors Outlet went bad????. We paid Another $ 243.59 for new Plug. RIGHT AFTER SERVICE TECH REPAIR HOT TUB BEGAN TO LEAK?? I CALLED WATSON'S AND WAS TOLD BY RICO THEIR SERVICE MANAGER THAT IT WAS ONLY EVAPORATION FROM THE COVER. THEY WOULD NOT SEND ANYONE OUT TO CHECK???. 

  
  AFTER PICKING UP NEW COVER FROM WATSONS, THE HOT TUB WAS STILL LOOSING WATER. ALL THIS TIME THE HOT TUB LEAKING
  CAUSED DAMAGE TO MY DECK.

  
  FINALLY UPON REPEATED REQUESTS DID WATSON'S SEND OUT A SERVICE TECH.
  HE LOOKED AT IT AND SAIS HE NEEDED ANOTHER TECH TO HELP HIM RAISE THE
  HOT TUB AFTER IT WAS EMPTIED?? THIS WAS ALL NEW TO ME, AFTER OWNING
  SEVERAL HOT TUBS???. NONE OF THIS WAS MENTIONED DURING THE SELL OF THE HOT TUB TO US ????

  
  THIS SERVICE ACT WENT ON AND ON. FIRST THEIR WAS ONE LEAK,THEN TWO LEAKS, AFTER WATSON'S SAID THEY
  WOULD DO THEIR BEST TO FIX IT. GUESS WHAT NOW THERE WAS FOUR LEAKS REQUIRING NEW JETS.
  THAT WAS PROBABLY DAMAGED BY THE SERVICE TECHS. REACHING UP IN THE PIPING AND REACHING 
  AROUND. THEY HAVE TORN OUT MOST OF MY INSULATION AND NOW HAVE 4 LEAKS????

  
  I BLAME WATSON'S AND *******  SPAS FOR THIS NIGHTMARE, AND FOR MY DECK DAMAGE.
  I DON'T THINK WATSON'S KNOWS HOW TO FIX IT OR THEY WERE JUST TRYING TO RUN UP THE CHARGES
  ON ME AND MY WIFE WHO ARE BOTH LIVING ON A FIX INCOME WITH HIGH MEDICAL BILLS FROM PRESCRIPTIONS
  AND HOSPITAL  STAY.

  
  WATSON'S  SAYS THEY HAVE ALL THE FUN. THIS IS AT THE CUSTOMERS EXPENSE.

  
  DELIVERY  05/17/18

  
  WE BEEN DEALING WITH LEAK ALMOST ONE YEAR!
  
  
  Regards,
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 06/06/2023

  Our service technician came to the customers home on 3/10/23 and determined that 2 additional jets would need to be replaced. The technician called to get authorization to purchase because special orders are not refundable once installed. After multiple attempts there was no response from the customer to either the technician or the service team. On 4/28/23 our Tech Coordinator called and left a voicemail message advising that we had been trying to reach out to them for authorization and that we would attempt to reach out until 5/13/23 and then the ticket would be closed out. There has been no further communication until this update from the BBB arrived. The phone number that we have on file ends in 4057 and that is the number that the last message was left. 

  Customer Answer

  Date: 06/06/2023

  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.
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:09/07/2022

  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 purchsed a Hot tub from Watsons. When they originally delivered it the damaged the wall of the hot tub. After a wait they replaced they wall but one of the other walls would not stay attached. They came out a second time to repair that wall. After that the lights stopped working. They came out again and repaired the lights but the wall fell off again and wouldn't stay on. They came out and repaired the wall again. Now two of the walls are falling off and it looks like the insulation is falling apart. I have called their repair center many times in the past 3 months. I can never get a human being. I always get voicemail that tells me to leave my name and number and a message and they will return my call. THEY NEVER HAVE RETURNED ANY OF MY CALLS! I want them to come and repair the faulty walls and insulation. I have had SO MANY repairs on this hot tub since purchasing it. starting with them damaging it on delivery then faulty walls and faulty lights. And their repairs never last for long. If they can't repair it they should replace it. At this point I have had so many service calls it should qualify as a lemon... and the inability to get a person to answer the phone or RETURN MY MANY MESSAGES is the final straw!

  

  Business Response

  Date: 09/09/2022

  Good afternoon,

  Watsons has 2 service calls on record under this account. Spa was delivered 9/28/20. A new door panel was ordered at the time of delivery due to a crack and was replaced. The customer called us for a service call in November of 2020 with concerns with the lighting not working properly, we came out and determined we needed to order and replace one of the light strands. The parts came in January 2021, and we went out to complete the repairs. We have no record of any other service calls or contact since that time. We will happily reach out to the customer to set up a service call.

   

  Thank you,

  Watsons Service 

  Customer Answer

  Date: 09/17/2022

  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.

  The company, Watson's, said they would reach out to me to make a appointment for a service call to resolve my issue. Over a week has passed and they have not reached out to me. My whole problem with them is that I have been unable to get a hold of them. Every time I call them I get an answering machine telling me to leave a message and they will call me back. Every time I leave a message they don't call me back. In their response to you they said that they never received the messages I left. All I want is for them to come out and repair the faulty issues with the hot tub. They always avoid getting in touch with me and do not fix things. And in the past when they have fixed things they have broken again quickly
  
  
  Regards,
  
  
  
  ***** ******
  
  

  

  Business Response

  Date: 09/22/2022

  Hello,

  We have set up the customer for a service call on 9/30/22.

   

  Thank you,

  Watsons Service 

• Initial Complaint

  Date:08/02/2022

  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.

  Watson's installed a hot tub, (1/20) and we also purchased the safety rail which was installed incorrectly creating a hazard. We notified Watson's and for months waited for a response. 10/21 we requested a service call for an electrical issue and the service technician was supposed to address the safety rail issue at the same service call. I spoke to Lynette in customer service at this time. She agreed that the rail had been installed too high and was unsafe and that the front panel on the hot tub would also have to be replaced as it was damaged when the safety rail was installed incorrectly. (I have documented with pictures) The service technician Phil determined we had a bad GFCI but did not look at the safety rail as requested. Watson sent me an invoice for the service call, ($99) but I let them know I would not pay the invoice because the service call was not completed as requested. Watson's said they would schedule another service call to address the safety rail. This has yet to be completed. I have made so many calls to Watson's!! TERRIBLE customer service and no follow through. Alissa in customer service opened up a new service request that went nowhere. I then spoke to Rico the service manager who only wanted to argue with me (seems to be his style if you read other complaints on Watson's) after tiring of his smart mouth I asked to speak to the store manager, John Price. Rico was supposed to give him a message to call me. That was 5/26/22. After a month, I called and left Mr. Price a message; he has never returned my call.
  
  In the meantime, Watson's turned this invoice over to a collection agency TSI. I notified *** on 5/30/22 that I wanted to dispute the charge/collection as the service for it was never completed. *** never verified with me my complaint *** is now calling and harassing me on a daily basis.

  

  Business Response

  Date: 08/03/2022

  Hello,

   

  I have ordered a new front access panel to replace the damage panel caused by the hand rail. Please understand that Lynette is not a service technician and has never installed a safety rail and so her assessment of the installation of the rail being installed too high on the panel was not correct. The issue is the rails are not meant to support heavy weight. We will call once the panel arrives and schedule a Technician to bring it out and install it. 

   

  Thanks,

  Rico B*****

  Service Manager