Watson's of Cincinnati | Hot Tubs, Furniture, Pools and Billiards — Local services in Evendale

2nd New update: a few days after my last update I was contacted by Watson’s. They made everything right. The issues with the installation and offered compensation and a new liner install. New install date is set for spring. I will keep my star rating until after the new liner install. NEW UPDATE: 1 month since my last edit and still no resolution. We’ve spoken with the store manager Johnny Price, the service manager Gloria, and been given the name of the installation coordinator Mel. No one has called us back to set up a rehanging, regarding compensation or otherwise!

UPDATE: Watson’s is working with us to resolve the issues with the pool. I will keep my rating until all issues are fixed. Their management team has been very responsive.

Ordering the pool was easy. 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, who again spoke no English. 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. At this point I had contacted Watsons about the outrageous water bill I was about to have because of this. They said they would cover it. 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 these 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? Horrible customer service and NO follow through! Unless you plan on installing the pool yourself, go...

UPDATE 7/17/2024 After my last post I was surprised when the CEO reached out personally to address this.

After some more investigations Watsons decided to be simply replace our hot tub. Our new one was ordered and we are awaiting it's arrival.

Watsons has stepped forward and addressed this in the best way possible. Baring further issues around this I am happy to increase the stars from 2 to 5 stars.

Our experience with Watsons and our Hot Tub has been very "strained".

Our initial dealing with them was great. Salesman was great to work with and delivery was a great experience as well. The issue started with the Service Department.

I called for a appointment due to an issue with the Hot Tub. I was told I was under warranty 100% and then they billed me 175. I called them back stating I was told I had 100% warranty to which I was told they see where I was told that and someone would call me back. I was never called back and then charged the 175 on my card without explanation for the first time out. Second time I called I was told I had no warranty and I would be billed for everything. My warranty clearly stated otherwise. I was told to provide that documentation via email and someone would call me back. Nobody called back. I called back a week later to be told I still did not have a warranty. I explained I did and they said Oh, it has not been updated in our system yet (A week after being shown I do have a warranty). I was again told someone would call me back and again I did not receive a call. They did come out and determined that the main control board was bad and he needed to go see if they had any in stock. I would be notified. I was never notified. I ended up calling back after 2 weeks of nothing. I was then told, it would be about a month before I would have my part. Service finally came back out to replace the main board. Installed it and said all was great.

My wife and I went to use the hot tub and found that not all the jets were working after the repair. I called in to report this I was told I would need to wait another 2-3 weeks for service to come back out. I explained this particular repair has been going on since March and and its now approaching the end of May. Again, Service said, "we will let the coordinator know and someone will let you know". Again, no call backs. We will be down from March to June. All because the Service department cannot seem to get anything done. Let alone follow through on what they tell people.

I would recommend the salesmen but I would fire the crew inside taking care of scheduling and...

We purchased a hot tub from Watson’s. We had a prior hot tub so we paid for the removal fee of the old hut tub. We gave instructions to leave the cover at our residence and were given a time frame the workers would be there to remove the hot tub. We got home 15 minutes before the stated time and we found the hot tub along with the cover had already been taken. We were not notified that there would be an early pick up. The hot tub cover was purchased in July at a cost of nearly $700. We called service and were told that nothing could be done because the workers ‘probably ruined’ the cover when they strapped it on the truck. The new hot tub was delivered a few days later and we were told we would be called a day prior to delivery. We were never called but remarkably I happened to leave work early one day and I pulled into the driveway and the hot tub had already been delivered. There was absolutely no communication with us. I filled the hot tub an noticed a steady stream of water coming from the bottom. I called the sales rep and service and was told to empty the hot tub and a service call would be scheduled. I called Watson’s the next day and was told it would be three days before they could come out. The three nights that hot tub sat prior to service had temperatures of less than 20 degrees. When the service tech called to let me know he was an hour away he told me to fill the hot tub even though the service department had told me to empty it three days prior. When the service tech opened the front panel there was damage to the lower corner of the panel. He also noticed that the wiring had been done improperly even though it was wired by their recommended electric. This is the same electrician who charged us $575 even though our sales rep told us the cost would be $250. It took the service tech quite some time to put the broken panel back on. The cause of the leak was a busted water heater even though this is a new hot tub. I called the salesperson and shared all of this with him. He told me he would give me some free chemicals due to the problems we encountered. Am I satisfied, absolutely not. Do I expect a new panel and reimbursement for my lost cover, absolutely. Should Watson’s be contacting me to provide assistance, absolutely but they have not. I have a thread of text messages and phone calls made and the most recent call I made I was told they would get back to me in a few days. You be the judge about my customer service...