ComplaintsforWatson's of Dayton

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Watson's crew came to my house to remove my hot rub for repair, When the pickup was initiated the crew failed to show me the parts that were being left and just told me to sign, I asked what was I signing and it was that the crew picked up the hot tub . They never explained to me that it was a inventory list of things left at my house. When the hot tub was brought back out, There was multiple pieces missing. I called to explain that the employees who came wasn't transparent about what I was signing. Now I being charged for an item that was lost by their crew because it was raining and the crew was in a hurry and lied about the paperwork I was signing *******-Mgr *****, ******, and *****

  

  Business response

  05/08/2024

  Hello, 

  We brought the customers spa in store for repairs and at the time of pick up a check list was gone over with the customer in regards to which items were being left at his home and which items were coming back to the store with the spa during repairs.  Customer reviewed said checklist and physically signed said document which clearly indicates which items are being taken and which were left ( Please see attached file ).  We will as a courtesy provide the customer with a replacement pillow even though these items were not brought back to our store location originally.  Customer can pick up at his convenience reference invoice# *******

   

  Thank you, 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a hot tub cover on September 5th for a hot tub we purchased 1 year prior. Was told it would be in within 3-4 weeks. Called at week 4 sales rep said they had not received it but to check again in a few days. Called the next week was told, still not in and they have no shipping information yet. Called 2 weeks later and was told, nope still have no information. At the point requested to speak with the manager who was not in but did return a call the next day. Asked him for an update to know weather or not we needed to winterize it at that point because of having a damaged cover. He said he would reach out and get additional information and call us the next day. We are now at December 5th 12 weeks later. Still no cover and absolutely no communication from the manager.

  

  Business response

  12/26/2023

  The customer had their cover delivered.  Watson's does apologize for the delay and the poor communication on why the delay was happening.  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchase a pool and accessories for the Watson's of Dayton. One of the accessories was a Dolphin automatic pool cleaner. When we opened the box we noticed the controller has a black mark on it and the directions said to remove the plastic from the machine. There was nothing covered in plastic. We set the Dolphin up and when we try to use the app that we downloaded it said that the installed cord didn't match the controller. We contacted Watson's they said it can't be plugged into a extension cord. We removed the extension cord and had the same issue. We were told they would contact the manufacturer to see if it needs a new cord or controller and they would contact us. We waited 10 days and contacted them again. We said we would like a different unit, the sales person said we can't take back used items, when I pointed out that it was used when they shipped it to, he said I don't know anything about that. I asked if the take display models from the pools and sell them as new and same answer He wouldn't know if they did that. I said selling a used product as new I think is against the law. He said he didn't know if it was.

  

  Business response

  10/03/2023

  Hello *** ******, 

  We are sorry for  the experience you have had thus far with your Dolphin robotic pool cleaner as I am sure the frustrations of having a non working cleaner are high.  We do not sell used robotic cleaners they all come from the factory pre tested ready for home use when sold so any packaging concerns you may have we will try to resolve as best as possible.  I see you have a pool closing scheduled with us on the 20th of October,  If you would like I can have our field technician take a look at your pool cleaner and if there is an issue with it's operations we will be sure to get whatever component is necessary to make it 100% functional for you so you have no worries heading into the following pool season. 

  Customer response

  10/03/2023

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from watsons in September of 2021. It was delivered in May of 2022 and it started to leak this spring of 2023. We called watsons and they came out to look at it. The hot tub was functioning ok but the owners manual was wrapped around the filter causing the spa to get really dirty and no one showed us initially how to manage the hot tub so we did not even know to fill the hot tub thru the filter. They came out a second time because the hot tub was still leaking and said it was the cover. The hot tub continued to leak and the water pooling around the outside right. I called watsons again and they came back out and said something was leaking underneath the hot tub. They said they had to pick it up and bring it in. They finally picked it up 7/21/23 and have had it now over a month. They have just now started to work on it. I am expecting the hot tub to be back in good mechanical order or a replacement by the end of this month as we have a huge family event for Labor Day and are expecting the hot tub to be working correctly at that time.

  

  Business response

  08/24/2023

  Hello Mrs. *****, 

   

  First and foremost I would like to say we appreciate you as a customer and will always do our best to resolve any issues a consumer may have.  With that being said I have confirmed with our service manager that the spa was indeed picked up on 7/21/23 but at the time of pick up it was made known that leak repairs can take up to several weeks to complete due to the complex nature of leak location/repair.  Your spa was placed on blocks to begin the repair process on 8-1-23 since we have a revolving queue of in house spas we repair for consumers both paying and warranty the time it gets placed on blocks does not always line up with the date the spa is picked up.  When the spa was placed on blocks it took approximately 5 days of running before the first leak source was located and repaired on a lower jet body.   once the jet body was repaired the spa was refilled and ran for another week to ensure the spa was leak free.  Unfortunately after running another leak was found on a lower equalizer line so the line was replaced along with a new equalizer fitting.  The spa was then ran for an additional week and was signed off as 100% functional and leak free as of 8-22-23.  We currently have your spa scheduled for redelivery back to you on 8-29-23 as was promised to you by our service manager *******.  A technician will be out the following day on 8-30-23 to reconnect the electric for you.  Thank you for your patronage and we hope you enjoy your spa for years to come. 

   

  Thank you,

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have only had this pool for I think 2 years. We spent over 5000.00 that we took out of our retirement fund account. We called Watsons in Dayton and they would not even talk to to us thay gave us another number to call for them to come and look at the pool to see if the holes were manufactured or by us i guess. So we called them to come out and we had to pay them over 700.00 to come out and find the holes and patch them which didnt work because after a couple weeks it started leaking again . The guy who fixed it said he really was not sure how the holes happened could have been a toe nail , really a toe nail. He said really anything can cause a hole. we just want a new liner and for watsons to come put one on. We are a military family and are on a fixed income and are very upset this is how we are getting treated. We dont have just 5000.00 to throw away.

  

  Business response

  08/03/2023

  Has the customer contacted the company who did the repair on the leak to see if they missed a hole when they were out there patching it?  A patch on a leak if done properly will last for years and in most cases can be just as reliable as the liner.  If the customer would like Watson's to come out and patch the hole that may be leaking we can do that.  Replacing the liner for a leak from a hole or two would not be needed.  Watson's warranties the patch and will replace it if it were to come off in the future.  If the customer would like to call in at 937-436-9600 and select the service department and speak with Kamron, she can get everything setup for the patch. 

  Customer response

  08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: Yes we contacted them we paid 700.00 for them to fix and they said they would need another 700.00 there are more than 10 holes. Im so angry and disappointed with company and will let everyone on social media know not to buy a pool here.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a leather sectional from Watson's in Centerville on 10/31/2021 (delivered 11/3/21) for $4168.86. When purchasing the couch we asked multiple times about a warranty because it was a large purchase and we had never bought furniture from Watson's. We were assured multiple times that the furniture would not have any problems. Even the sales lady said she had the same piece in her basement and had purchased it years prior and had no issues. The gentleman that assisted us with the purchase also said they had a great warranty program and it was prorated and we would have no issues if there was a problem. They would always make it right. On 11/8/2022 I noticed several small holes and rips in between a section of the couch. I reached out to Watson's 11/9/2022 to inquire on the warranty of the couch. I was told to email pictures and information to the Service Manager. I sent the requested info on 11/9/2022. While taking the pictures I noticed several other pieces were also starting to have holes. I emailed the additional pictures with an explanation on 11/10/2022 to the Service Manager. We exchanged emails multiple times through 12/2022. I also requested the particulars of the warranty, which I never received. On 2/13/2023 I reached back out to the Service Manager because I had not heard anything and was told our warranty claim was processing. On 2/22/2023 the Service Manager reached out requesting additional photos. I sent the information on 3/5/2023. On 4/6/2023 I received an email from the Service Manager stating the warranty company would be willing to offer us a refund of $140.00 due to the performance issues of the upholstery because the 'skins' were not able to be replaced. I did reply to the email and let him know this was not acceptable. We cannot replace any of the pieces or repair the upholstery for $140.00. I also requested an explanation on how the $140 was calculated and sent a new picture showing the damage was getting worse.

  

  Business response

  04/07/2023

  Hello , 

  Watsons strives to provide the best customer service we can to each and everyone of our clients. Mr and Mrs ***** did submit photos of issues to our service department which once received our department promptly filled out all necessary claim information and sent it over to Kuka ( the manufacturer) for evaluation.  Kuka responded with the determination that the upholstery could not be replaced but in lieu of this they offered a cash rebate of $140 dollars based on areas affected and depreciation of product from time of purchase. Mr and Mrs ***** said they were not satisfied so Watsons reached back out to Kuka for further consideration. We are currently awaiting response back from Kuka to see if there is anything additional we can offer the consumer under terms of their warranty as provided by Kuka. 

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We were assured at the time of purchase that the warranty covered any issues and they would do whatever was needed to make things right if there was a problem. The couch was barely a year old and was not cheap. We cannot fix or replace this couch with $140. I expect Watsons to do what is right. They did not say they’d work as a middle man with a third party warranty company on our behalf. They assured us they stood behind their products and if there was an issue they would make it right and fix it.
  
  Sincerely,
  
  ******* And **** *****

  

  Business response

  04/11/2023

  Hello, 

   

  We understand the frustration you have regarding the upholstery issues you are having and will continue to do our best to support you through this process.  As stated at the point of sale all products Watson's sells are covered by the respective manufacturers warranties for various issues within the guidelines of said warranty.  Watson's will always help the consumer navigate claim processes within their warranty period as such is the case here.  Watson's does not directly supply any warranty coverage for any product we sell, that coverage comes from the manufacturer of the product in question.  In addition to the standard MFG warranty Watson's also offers additional third party warranty from Guardsman which extends to the coverage of upholstery tears and abrasions however the consumer did not elect to purchase this at the time of sale.   In this particular case the consumers issues are specifically with tears in the leather which technically does not fall within the guidelines of the MFG. warranty However, Watson's and Kuka have worked together and came to an agreement to help support the customer outside of these guidelines by providing them with a % back refund for the issues they are having in good faith to the consumer to show that we do care and are trying to do our best to provide them with a satisfactory resolution. Lastly as stated in the previous correspondence we have reached back out to Kuka again to see if there are any additional options we can provide to the consumer.  Once we hear back from Kuka we will respond to the customer directly and advise if there are further options afforded to them. 

   

  Thank you

  Watson's of Dayton 

  Customer response

  04/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: I appreciate that Watson's is willing to work with the 3rd party warranty company. However, no one ever mentioned or offered us any type of extended warranty that would've covered the leather and they also never told us the warranty was done through any third party, as stated above. We were told we would not have any problems with the product and that the warranty would cover any issues in the beginning and after that it was a tiered warranty. We were not provided any specifics of the warranty beyond that and we asked about it multiple times to the two sales people we worked with. The couch should not be having issues with the leather this early on. I'm not sure if its a defect in the product due to sitting for an extended period of time in the warehouse, maybe the temperatures it was subjected to caused rot, etc. The leather is splitting and has holes in between the cushions. The piece with the worst tearing is a piece that does not have a recliner and is the least sat on out of all of the sections of the couch. There is no reason it should have holes and splits in between the cushions. 

  This is not our first furniture purchase and we have always purchased leather couches, due to their durability and longevity. We paid a lot of money for this couch and there is something wrong with it. It should not have holes and splits in the leather within a year of purchase. 

  I had a very different view on Watson's and we always loved to come in and shop. I'm shocked that Watson's would think it's acceptable to sell any item that would be falling apart within a year.  

  
  Sincerely,
  
  ******* And **** *****

  

  Business response

  04/11/2023

  Hello, 

   

  As a courtesy to retain your satisfaction with Watson's we will go above and beyond the standard warranty and replace only the affected items for you at this time.  Please note that the warranty coverage on the upholstery will be satisfied once this exchange has been made and no further coverage will be offered on the upholstery portion of the warranty.  This is something Watson's is doing for the consumer as a good will gesture and in no way was a decision based from manufacturer review.  Please keep in mind that once the furniture has been exchanged we recommend that you maintain the leather with conditioner to prevent decomposition and splitting like what has occurred on your original pieces. You can bring the original pieces back to the store for a no charge exchange or we can deliver the pieces out to you if you pay the associated delivery fees. ($150).  Please call in to ************ and reference invoice# *******

   

  Thank you,

  Brandon .    

  Customer response

  04/16/2023

  
  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.
  
  Sincerely,
  
  ******* And **** *****

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a golden tee golf arcade game in November. It didn't work properly when they delivered it. They have sent their technicians put 3 times issue was never resolved. They said they would replace it with a new one. When they showed up the delivery guys who work for watsons told me it wasn't new. The one they had was already damaged and was visible it wasn't new. Now I've been given the run around and they will not return my calls now. I paid $4600 for this machine that hasn't worked since day one

  

  Business response

  02/14/2023

  Hello, 

   

  We have reached out to the consumer and clarified that we will be picking this unit up for a full refund on 2/17/2023 due to unsuccessful repairs. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase 2021 Amount $5000 The business commited to a lifetime warranty for any tears or holes on the pool liner, any rust or bucling of the panels, etc.. They basically said they have the strongest product out there and No one can come close to their quality. As soon as we filled the pool we noticed we were loosing water consistently. Watsons sent a crew who said they did a minor repair with a patch. We continued to notice the same problem as soon as we opened the pool this season. We are having to add water on a weekly basis. Now watsons is telling us that we have to pay for a leak detection service and they will only cover seam separation of the liner. We had the same issue with the winter cover and they refused to warranty it because they considered the tear not to be a seam separation. I just went on line and found several similar issues with this company with deceptive practices when it comes to service or warranty. In addition when you go to the store they have zero knowledge of basics on maintenance of the products they sell and continue to sell you tons of chemicals

  

  Business response

  07/12/2022

  Hello Mrs. ******, 

   

  I am sorry you are having issues with your pool liner.  I have looked into your records which indicate that we did patch a hole in your liner free of charge within the first season of use.  As per our installation agreement and sales pitch when you purchased the pool we do cover any liner patching's within the first season at no cost to you.  After the first season if any patch was made in year one and fails within the life of the liner we will re patch it at no cost to you.  Should you however have a leak in any other portion of the liner that is not a seam failure as per the liner manufacturers warranty these are not covered and the consumer would be responsible to pay retailer service fees. If you would like to contact our service center at ************ and speak with ******* ****** he is our service manager and will take good care of you.  If you schedule a visit we will come out as a one time courtesy to do a leak detection and patch again for you regardless if it is the existing patch or a new one. 

   

  Thank you.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought a spa in may of 2017 and i have a 6 year warrenty the fiberglass that the spa is made out of has big bubbles in it as if the fiberglass is separating i contacted watsons over 2 weeks ago and the only thing they can tell me is that they have contacted their warrenty dept.

  

  Business response

  07/06/2022

  My service manager has reached out to this customer and is working with them on this issue with the spa.  As far as we know, on 7/6/2022, the customer has been updated on the issue.  

*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. ↩