Has been under a year since we purchased our hot tub. In 9 months, we have been delivered three different hot tubs. The first hot tub sprung a significant leak in below freezing temperatures. We were filling the tub every 2-3 hours including at night to ensure that it did not freeze or get an air lock. We waited over 2 weeks for Watsons to come out to service the tub. After a lot of calls and grief, it was decided that the tub would be replaced.
Watson's was kind enough to temporarily patch the tub so that we could use it until replaced. We were satisfied. The new tub arrived. We were so happy, but on arrival we realized that it was filthy filled with dirt and water and some deep scratches in the tub's shell. My husband was very upset, I was disappointed. We called Watson's. They again came through and said the tub would be replaced. The new tub arrived and it was clean and new. What a relief. We enjoyed the tub, but after a couple of months, the control panel has stopped functioning correctly.
The tub is heating when it should be cooling, and the weekender mode does not work correctly. Bullfrog, the manufacturer was notified by me, and the Techs who discussed the issue with me all (3 Techs) indicated that the circuit board needed replaced. Watson's service came out and finagled a work around by scheduling the filter schedule to go off at particular times to heat when we prefer it to. I was not satisfied because I could see that it was simply a work around not full resolution because the tub still does not work in weekender mode and does not work/function like the initial tub did by the owner's manual and description We are having to use work arounds to get the tub to heat and cool when we want by manually setting the filter schedule for every change we want to make.
FYI, not the way the tub was designed. It is very simple when working. I called Watson's back and indicated AGAIN that the tub is not functioning in the other modes as it should and is heating up during the week in weekender mode. I scheduled another appointment. Again, I had a conversation with Bullfrog the manufacturer, the Tech I spoke with assured me that the tub was under warranty and the circuit board needed replaced. Just to make sure that the Watson's service person would come out prepared to replace the circuit board, I called Watson's who informed me that my rescheduled appointment had been cancelled and the tech indicated that they fixed the tub.
At this point I am more than a little mad. My husband and I are really at the point where we want to return the dysfunctional tub if they cannot come through . I contacted Bullfrog once more and asked them to advocate for me to get the circuit board replaced. They indicated that they would call Watson's and give some direction. I now have an appointment for July 1st for service. I am hoping that this will be rectified.
What I will say is this. Watson's has resolved some of our issues with our broken tubs. This is appreciated. However, the customer service aspect, needs improvement. I have had some good conversations with schedulers over the phone, however the service people seem to be overburdened by the demands and number of clients served. As a customer, when there are issues, you will wait for service. Even if your tub is leaking profusely during the winter months. As a customer, one tends to lose confidence in the care they will receive in addressing issues Staff seems to have a culture of looking at the customer as maybe being wrong rather than listening to the customer. The company could benefit from some training regarding positive customer communication.
We have had a stark contrasting experience with another company during this time. Our basement has flooded at the same time as our hot tub issue. Though we have to wait a long time(MONTHS) for the repo of our basement, SERVPRO has provided us with excellent communication. While they were here a gate was damaged. They assured us that if it could not be fixed, it would be fully replaced by their company. Though they are in the middle of a CATASTROPHE situation with all of the recent flooding in Ohio, they took all of the time to explain their processes, provided a plan for renovations and working with the insurance, and took the time they did not have to answer our MANY questions.
This made evident to me, the way the customer is listened to and handled can make all of the difference even if you have to wait. The number one thing I can say about Watson's is they need to listen to the client's experience, not treat them as if they do not understand what is occurring, and address their needs with a plan, and explain the timelines and what they are going to do. I am hoping to be able to have the hot tub fixed. If not, I am ready for a refund. I do feel Bullfrog has good communication and seems willing to stand by warranty. Just getting the service needed is the issue
WATSONS OF CINCINNATI Reviews
Has been under a year since we purchased our hot tub. In 9 months, we have been delivered three different hot tubs. The first hot tub sprung a significant leak in below freezing temperatures. We were filling the tub every 2-3 hours including at night to ensure that it did not freeze or get an air lock. We waited over 2 weeks for Watsons to come out to service the tub. After a lot of calls and grief, it was decided that the tub would be replaced.
Watson's was kind enough to temporarily patch the tub so that we could use it until replaced. We were satisfied. The new tub arrived. We were so happy, but on arrival we realized that it was filthy filled with dirt and water and some deep scratches in the tub's shell. My husband was very upset, I was disappointed. We called Watson's. They again came through and said the tub would be replaced. The new tub arrived and it was clean and new. What a relief. We enjoyed the tub, but after a couple of months, the control panel has stopped functioning correctly.
The tub is heating when it should be cooling, and the weekender mode does not work correctly. Bullfrog, the manufacturer was notified by me, and the Techs who discussed the issue with me all (3 Techs) indicated that the circuit board needed replaced. Watson's service came out and finagled a work around by scheduling the filter schedule to go off at particular times to heat when we prefer it to. I was not satisfied because I could see that it was simply a work around not full resolution because the tub still does not work in weekender mode and does not work/function like the initial tub did by the owner's manual and description We are having to use work arounds to get the tub to heat and cool when we want by manually setting the filter schedule for every change we want to make.
FYI, not the way the tub was designed. It is very simple when working. I called Watson's back and indicated AGAIN that the tub is not functioning in the other modes as it should and is heating up during the week in weekender mode. I scheduled another appointment. Again, I had a conversation with Bullfrog the manufacturer, the Tech I spoke with assured me that the tub was under warranty and the circuit board needed replaced. Just to make sure that the Watson's service person would come out prepared to replace the circuit board, I called Watson's who informed me that my rescheduled appointment had been cancelled and the tech indicated that they fixed the tub.
At this point I am more than a little mad. My husband and I are really at the point where we want to return the dysfunctional tub if they cannot come through . I contacted Bullfrog once more and asked them to advocate for me to get the circuit board replaced. They indicated that they would call Watson's and give some direction. I now have an appointment for July 1st for service. I am hoping that this will be rectified.
What I will say is this. Watson's has resolved some of our issues with our broken tubs. This is appreciated. However, the customer service aspect, needs improvement. I have had some good conversations with schedulers over the phone, however the service people seem to be overburdened by the demands and number of clients served. As a customer, when there are issues, you will wait for service. Even if your tub is leaking profusely during the winter months. As a customer, one tends to lose confidence in the care they will receive in addressing issues Staff seems to have a culture of looking at the customer as maybe being wrong rather than listening to the customer. The company could benefit from some training regarding positive customer communication.
We have had a stark contrasting experience with another company during this time. Our basement has flooded at the same time as our hot tub issue. Though we have to wait a long time(MONTHS) for the repo of our basement, SERVPRO has provided us with excellent communication. While they were here a gate was damaged. They assured us that if it could not be fixed, it would be fully replaced by their company. Though they are in the middle of a CATASTROPHE situation with all of the recent flooding in Ohio, they took all of the time to explain their processes, provided a plan for renovations and working with the insurance, and took the time they did not have to answer our MANY questions.
This made evident to me, the way the customer is listened to and handled can make all of the difference even if you have to wait. The number one thing I can say about Watson's is they need to listen to the client's experience, not treat them as if they do not understand what is occurring, and address their needs with a plan, and explain the timelines and what they are going to do. I am hoping to be able to have the hot tub fixed. If not, I am ready for a refund. I do feel Bullfrog has good communication and seems willing to stand by warranty. Just getting the service needed is the issue