Watkins Manufacturing Corp

Thank you for the opportunity to work with the spa owner and dealer on this issue As an initial aside, in the narrative of his complaint, Mr [redacted] states that he purchased the spa during the summer of Per the "Complaint Background" section and as confirmed by the dealer, Clover Pools, Mr [redacted] purchased the spa in July I have confirmed with the dealer this week that while Mr [redacted] has agreed to accept a new Ozonator to be installed into his spa and used with a granular sanitizer, replacing the ACE water care system currently in the spa Watkins will provide the parts and the labor to install them at no charge to Mr [redacted] Best regards, [redacted] , SpecialistWatkins' Consumer Service Center

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] As of today, the tub is still inoperableThe technicians have seen the problem occur while here and I sent videos to Islander and Watkins showing the issue and at first they said it was the filters, then the skimmer wasn't installed correctly, then electricalMy electrician came out and said no electrical problems but we replaced breaker anywayThen Islander replaced jet pump, control panel and circuit boardThe tub is still not fixedIf it can be fixed where everything is working properly including LED lights, I would like an extended warranty for peace of mind, if not I want it replaced with a new one or my money back

Watkins will be glad to review photos of the strap and other seams that Mr [redacted] mentioned are not holding up These do not appear clearly in the photos he submitted of the solar damage If he would like to submit clophotos of the end of the strap that separated from the cover, the edge of the cover that corresponds to that strap and any other photos that support his claim of failed seams, I will be glad to review those to determine their failure If there has be a manufacturing defect in the stitching, Watkins will honor the terms of the spa cover warranty and reimburse the dealer for the part and labor to reattach a cover strap to the original cover Please submit photos directly to my email address, [redacted] and keep in mind that our computer system will accept no more than three attached photos at a time You may need to make more than one submission if you plan to send more than two or three photosBest regards, [redacted] , SpecialistWatkins MfgCorporation

We have discussed the latest repairs that the dealership completed, and as of last Tuesday (August 23rd, 2016), according to Mr***, the spa is working according to expectations We have documented the communications on file, and will continue working with the local dealer should any other issues arise

Thank you for advising Watkins of a Revdex.com complaint filed by *** *** *** of Goldsboro, North Carolina. As soon as Watkins became aware of the complaint on 7/13/17, we reached out to Mr*** by phone and he confirmed that his Hot Spring dealer, *** *** *** * ***, came out to
his home on 7/12/to replace the pump motor he was waiting for and to fix his spa as requestedI would like to provide the clarification that responsibility for ordering of spa parts for any reason (warranty, replacement or stock) would fall on the dealer and that Watkins does not have a process that differentiates between warranty replacement orders or orders for other reasons. Watkins is unaware of what could have caused the delay in the dealer receiving the parts that were shipped to them from Watkins. We do show that Mr*** spa, #***, was originally purchased from Lifetime Pools and Spas of Wilson, North Carolina and at some point, the spa servicing was taken over by *** *** *** * *** of Goldsboro. It is possible the transfer over to a new dealer contributed to some of the delay experienced by Mr***. We were sorry to hear of the delays Mr*** experienced in getting his spa serviced and are happy to hear the spa has now been serviced and the matter has been resolved. Watkins will forward this feedback to his dealer for their future consideration as well. With the work done by their skilled technician, we do not anticipate that his spa will require further service. If it should, the local dealer is available to assist him Best Regards, *** ***, SrCustomer Care Specialist Watkins Wellness

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear I have provided additional photos of the damaged hot tub coverThe seems of one of the straps completly came apartHow can this not be covered under warranty? Steam from the hot tub is coming through the torn seamI haven't had this cover monthsThis company simply doesn't want to honor its warrantyI will inform all of my friends and family to never buy any products from this company.
Regards,
*** ***

Good morning - I appreciate receiving notice that Mr*** has an issue with the cover on his spa. As an initial aside, please be advised that the cover that came with his spa from Watkins MfgCorporation does come with a two year warranty that obligates Watkins to reimburse the dealer
for the parts and labor to repair manufacturing defects in the cover. Watkins does fully intend to honor all the terms of the cover's warranty and, to that end, I will be pulling the photos submitted to our warranty department to see what the photos show. I will also call the dealer and Mr*** as needed to gather further information before I give a full response to this complaint. Best regards,*** ***, SpecialistConsumer Services Watkins MfgCorporation

Thank you for the opportunity to work with the spa owner and dealer on this issue.   As an initial aside, in the narrative of his complaint, Mr. [redacted] states that he purchased the spa during the summer of 2012.   Per the "Complaint Background" section and as confirmed by the...

dealer, Clover Pools, Mr. [redacted] purchased the spa in July 2011.  I have confirmed with the dealer this week that while Mr. [redacted] has agreed to accept a new Ozonator to be installed into his spa and used with a granular sanitizer, replacing the ACE water care system currently in the spa.  Watkins will provide the parts and the labor to install them at no charge to Mr. [redacted].  Best regards,[redacted], SpecialistWatkins' Consumer Service Center

We have discussed the latest repairs that the dealership completed, and as of last Tuesday (August 23rd, 2016), according to Mr. [redacted], the spa is working according to expectations.  We have documented the communications on file, and will continue working with the local dealer should any other issues arise.

We are in receipt of the attached complaint, and are actively working on it with the local dealer, Islander Pools and Spas.  In turn, the local dealer has been / is currently working with Mr. [redacted] spa concerns, and has yet to duplicate the current issue.  Watkins will continue to...

support the spa's warranty terms and submitted claims the dealership submits to us.

Watkins will be glad to review photos of the strap and other seams that Mr. [redacted] mentioned are not holding up.  These do not appear clearly in the photos he submitted of the solar damage.  If he would like to submit close-up photos of the end of the strap that separated from the cover, the edge of the cover that corresponds to that strap and any other photos that support his claim of failed seams,  I will be glad to review those to determine their failure.  If there has be a manufacturing defect in the stitching, Watkins will honor the terms of the spa cover warranty and reimburse the dealer for the part and labor to reattach a cover strap to the original cover.  Please submit photos directly to my email address, [redacted]  and keep in mind that our computer system will accept no more than three attached photos at a time.  You may need to make more than one submission if you plan to send more than two or three photos. Best regards,[redacted], SpecialistWatkins Mfg. Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
As of today, the tub is still inoperable. The technicians have seen the problem occur while here and I sent videos to Islander and Watkins showing the issue and at first they said it was the filters, then the skimmer wasn't installed correctly, then electrical. My electrician came out and said no electrical problems but we replaced breaker anyway. Then Islander replaced jet pump, control panel and circuit board. The tub is still not fixed. If it can be fixed where everything is working properly including LED lights, I would like an extended warranty for peace of mind, if not I want it replaced with a new one or my money back.

Confirming receipt of complaint.  Customer was communicated with (by e-mail) yesterday, and necessary parts for repair have been sent.  Local dealer indicates repair should be done by sometime next week.  We have requested that customer coordinate with dealer regarding...

specifics.  Please advise if any further information is needed at this time.  Thank you. [redacted]Customer Service

Review: We bought at full price a Hot Tub, we relied on this companys representation that it was a good product. We complied and maintained this spa properly in accordance of the owners manual. A crack developed in the shell. The initial crack developed within three years of the purchase of the spa. We worked with the local dealer([redacted], Truckee, Ca) to have it repaired. After the initial repair the crack came back, The local dealer attempted a repair again, the crack came back. The third attempt the local dealer under direction of Watkins Manufacturing took the spa off our property to their shop to attempt the repair, the crack came back. The fourth attempt the spa was removed from our property and shipped to Watkins Manufacturing to be repaired. Not only has the crack come back but there are three additional cracks that have surfaced since the last repair. This has been a very time consuming, stressful and a horrible experience. After 4 in a half years they are trying to pass off a EMP Spa that has been used for testing in their engineering facility. Their delay tactics on this issue has drawn this out for four years and past the warranty date. We have been very patient through this process and have allowed the many attempts to repair on site off and site. We have acted in good faith in hopes for the same in return. Watkins Mfg has left us with a spa in much worse shape after their repairs and a poor attempt to make this unfortunate situation right-Desired Settlement: Replace our tub with New 2013/2014 Hot Tub (not pulled from production and messed with)

Flair or Aria, our color scheme and full warranty

OR$7000 REFUND

Business

Response:

Thank you for alerting Watkins Mfg. to a recent complaint filed by Mr./Mrs. [redacted]. The authorized dealer who sold the spa to the [redacted]s 8 years ago has shared from their records that [redacted]s purchased a 2005 TIGER RIVER (Brand) Bengal (model) spa in August 2005 for $5,708.75. Watkins was not a party to any spa sale other than to provide a limited warranty. That warranty provided for Watkins' reimbursement to the dealer for repairs done to the spa for various periods of time. NOTE: There has never been a warranty provision for the complete replacement of a spa for any reason. The warranty coverage provided to them in 2005 included: 1 year of lighting coverage (expired in 08-06); 3 years of skirting/cabinet coverage (expired in 08-08); 5 years of component and plumbing coverage (expired in 08-10); 7 years of shell surface coverage (expired in 08-12). THe spa cover, not an issue, carried a limited warranty of 2 years and that expired in 08-07.

This Bengal spa has had surface crack repairs done by both the locally authorized dealer and by Watkins. Though the spa carries no further warranty coverage, Watkins has voluntarily exceeded our warranty obligations by offering the [redacted]s the following package at no charge to them:

1. a new 2013 LIMELIGHT Flair model spa (note: Watkins has not made the Tiger River brand of spas for several years; we have offered the [redacted]s a comparable size spa from our 2013 Limelight brand)

2. a new spa cover

3. a new electrical sub-panel

4. a full year of warranty on all aspects of the spa

5. free freight, delivery of the new and removal of the original spa by the local dealer

Watkins has been transparent in our dealings with the [redacted]s and have explained repeatedly that this Flair model spa has never had water or people in it. It was a random pull from our production line by our Engineering Department who wanted to measure the thickness of the shell and the placement of the lights in the spa. The engineers did not change, modify, "mess with" any part of the spa or its components. Had the spa not been pulled from the production line, it would have been wrapped and sold to one of our dealers as a first article. While we could have simply returned the spa to the production line and sold it as a first article product, we have a business policy in place to disclose this information to whomever - dealer or Watkins employee - decides to buy the spa. All such spas are given the additional identifying tag of "EMP" as they are most often purchased by our own employees. I have explained this in detail to the [redacted]s and advised them that Watkins does use EMP-designated spas to resolve spa owner issues such as they have; that Watkins has voluntarily elected to exceed our warranty obligation by offering to replace the spa instead of continue to repair the shell.

This Flair model spa has a pearl color shell and a grey skirt. The [redacted]s don't like those colors. I have explained that we no longer use the "Spa Blue" shell material, a textured and speckled material of which their 2005 spa was built. I have increased our offer to the [redacted]s to bring the Flair spa back into the factory to replace the coastal gray skirt with either of the two other skirting choices. They initially chose the redwood color and then refused our offer completely. They are demanding a new spa (which the Flair is) in the shell/skirt colors of their choice and with three years of warranty coverage.

Watkins has been holding this Flair spa for the [redacted]s since June 2013. It is in excellent, pristine condition. We have underscored our confidence in the spa by offering a full year of warranty coverage on it. We have not delayed or stalled to outwait some warranty expiration. We have been in frequent telephone and email contact with them since June 2012. We do appreciate that it has been aggravating and inconvenient for the [redacted]s to have their spa repeatedly repaired. They have not, however, been without use of the spa between those repairs. It continues, to this day, to heat and hold water and provide the jet functions for which it is intended.

As recently as September 9, the same day that they filed this Revdex.com complaint, Watkins reached out to Mr. [redacted] via telephone in our continued desire to provide the Flair model spa to them at no charge. We have advised Mr. [redacted] that Watkins will not pay him $7,000 for a spa he purchased in 2005 (not from Watkins) and has used for 8 years. Their 2005 spa, were it in pristine condition, carries a suggested trade-in value of approximately $800. We have offered them a new, unused 2013 spa, new cover, new sub-panel, delivery/removal services and a change in skirting, all at no charge - a value of $8,200 (conservative estimate).

Watkins welcomes this opportunity to again document our efforts to resolve this matter. We believe that we have been more than generous and transparent in our efforts. Mr. [redacted] is expecting Mr. [redacted]'s call back this week to advise how the [redacted]s want to proceed.

Best regards,

[redacted], Specialist

Watkins Mfg. Corporation

Review: Hot tub purchased from local dealer (Clover Pool Rochester NY) summer of 2012. Hot tub sold with ACE salt water system. Cell was installed incorrectly so a new cell was purchased Oct 2012. Cell failed again, 2nd time July 2013, but this time Watkins (manufacturer in CA) revised the install procedure done by Clover (NY retailer). The cell failed again in June 2014 (less than 1 yr) parts are supposed to be warranteed for 1 yr. Clover suggested to remove the ACE system, as it could not be made to work. Watkins supplied cell in July 2014 (no charge this time). Cell was put in and worked for less than 1 yr. Clover came out again (June 2015) and said that they are "giving up" on this ever working and requested that I take out the ACE (total replacement of a new alternative) or contact the manufacturer (Watkins). I then contacted manufacturer and sent them the cell to test Sept 2015 to make sure it was not working (the local rep has no way to test if the cell works). Watkins received the cell (it took numerous attempts by FEDEX on 10/4/15). No response from Watkins and 15 calls were made. Finally on Nov 6 2015 called again (customer support). They confirmed the cell does not work and suggested that a new cell be purchased (making the 3rd cell I have bought and the 4th cell put into the tub since it was first installed). They also suggested that perhaps go to the "ozone" system as it appears that the ACE will not work. The would NOT honor the cell lasting less than 1 year, as there were the delays in shipment and communications between Clover (the local NY retailer) and Watkins (the actual manufacturer).In summary, I believe that the manufacturer is NOT standing by their 1 yr warranty, and that I am getting shoved between manufacturer and retail provider.I would not recommend a Hot Tub from Watkins to anyone. It has yet to work as advertised.Desired Settlement: The ACE system working reliably for over one year, and preferably the 36 months as advertised. I bought the hot tub BECAUSE it was saline and do NOT TANT CHLORINE based hot tub. Paid extra for the saline because I wanted it = but it has NEVER WORKED as advertised.Moral of the story - do not buy a saline based hot tub from this manufacturer.

Business

Response:

Thank you for the opportunity to work with the spa owner and dealer on this issue. As an initial aside, in the narrative of his complaint, Mr. [redacted] states that he purchased the spa during the summer of 2012. Per the "Complaint Background" section and as confirmed by the dealer, Clover Pools, Mr. [redacted] purchased the spa in July 2011. I have confirmed with the dealer this week that while Mr. [redacted] has agreed to accept a new Ozonator to be installed into his spa and used with a granular sanitizer, replacing the ACE water care system currently in the spa. Watkins will provide the parts and the labor to install them at no charge to Mr. [redacted]. Best regards,[redacted], SpecialistWatkins' Consumer Service Center

Review: I contacted Hot Spring help line on Wednesday October 14th and talked to [redacted], I informed his that my 2011 Vanguard Hot Springs Spa was not working and per the owner’s manual I was to call Hot Springs for help. I gave [redacted] the information from my invoice about the Spa – Date purchased, model and serial number. [redacted] then asked me my address – when I told him my address he stated that the spa was not registered to me and I had no warranty. I told him that was a mistake I use the only and original owner of the hot tub. [redacted] then asked me to open the service door of the tub and take a picture of the serial number and the E Mail that along with the sales invoice to him. He stated it would take a couple of hours to review and would get back to me the next day. I waited 2 days before I called back to find out what was going on – when I called I was told that [redacted] was on another call, then asked for my information and was told that would be past to [redacted] and I would hear back soon. The following Wednesday October 21st I have not been called back nor had my E Mail returned. I forwarded my E Mail from the 14th again to [redacted] asking what is going on with my spa. To this day October 26th no one from Hotspring’s has returned a call or E Mailed me back with an answer, on how I get my Hot Tub repaired and why their dealer “ Sunshine Pool and Spa “ does not have the tub I purchased registered in my name. I contacted Sunshine Pool and Spa in Port Huron Michigan on Monday October 19th and told them what [redacted] had stated that the spa was not in my name , they took my information and said they would pass it along to the owner Patty. On Friday that week (23rd) I had no heard from Sunshine and called them myself. I was told that my information was being faxed to a repair service and they will call me when they can schedule a repair. I called the repair shop and was told that Sunshine stated that they did not sell the spa and they would have to get with Hotspring to see if it is under warranty.Desired Settlement: The repair shop stated it would at least 10 days before they could come out and from there it could take longer if they have to order parts. I still have no response from Hotsprings or Sunshine Pool and Spa.

I would like a response from Hotsprings customer service department on why no one will call me back or respond to my E Mails. I need to know that the tub I purchased is in my name and I do have a warranty. I need my spa repaired in a more timely fashion and not have to wait for over a month before someone can even come look at. I would like someone to come out this week and fix it.

Business

Response:

Confirming receipt of complaint. Customer was communicated with (by e-mail) yesterday, and necessary parts for repair have been sent. Local dealer indicates repair should be done by sometime next week. We have requested that customer coordinate with dealer regarding specifics. Please advise if any further information is needed at this time. Thank you. [redacted]Customer Service

Review: I purchased a hot tub on 5/31/14 from a hot springs dealer called [redacted] in [redacted]. The hot tub was delivered and installed in late July. I was told when I purchased the hot tub it came with a 5 yr warranty and the hot tub cover came with a 1 yr warranty. In October we noticed the hot tub cover looked to be melting in places and the leather began too fade and become loose and saggy. We live in ** and the weather never gets too warm and we thought it was odd for this problem to happen. We were shopping at [redacted] one weekend in December and told the rep who sold us the hot tub about the cover. We showed them photos we had on our cell phone and they said they havent seen a cover do that before. They emailed the photos to the manufacturer and was later told to have us send them more pictures. I received a call from [redacted] from [redacted] today and was informed they wasnt going to replace the cover. Since December the stitching on one of the 4 straps that lock the cover to the hot tub has come loose and the strap is detached. There is only 3 straps holding the cover in place now. The stitching has also come apart in a few other places and the leather has become more loose. on the side of the hot tub cover steam from the hot tub is leaking through the seam where the 4th strap was. I explained this info to [redacted] and he said that the manufacturer wouldnt cover it. We have put $9,000 in to this hot tub in good faith and this is so far the only problem we have had. We have only had the hot tub for 6 months and we want the manufacturer to back there product and honor there warranty of the hot tub cover.Desired Settlement: We want the manufacturer to back there product and honor there warranty of the hot tub cover.

Business

Response:

Good morning - I appreciate receiving notice that Mr. [redacted] has an issue with the cover on his spa. As an initial aside, please be advised that the cover that came with his spa from Watkins Mfg. Corporation does come with a two year warranty that obligates Watkins to reimburse the dealer for the parts and labor to repair manufacturing defects in the cover. Watkins does fully intend to honor all the terms of the cover's warranty and, to that end, I will be pulling the photos submitted to our warranty department to see what the photos show. I will also call the dealer and Mr. [redacted] as needed to gather further information before I give a full response to this complaint. Best regards,[redacted], SpecialistConsumer Services Watkins Mfg. Corporation

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear

Bought hot tub that ended up buckling significantly on one side w/in 2 months time. Was told this sometimes happens and the tub was still sound. Offered nothing in return or any compensation for a tub that now has a bulge on one side. Think long and hard before buying or your tub too could have a bulge on one side.

Review: In January of 2013 we purchased a brand new spa from a local dealer in [redacted] FL. Less than 6 months after we purchased and paid for the spa, we started having issues. The lights were defective, then the jets were defective, and then heater was defective. The warranty service tech that the dealer provides, came out at least 6 times within the past year to fix numerous issues. He had to replace multiple computer boards during this time. Now that the defective lights, jets, and heater have been fixed, over the last 2 months, the spa now leaks. I have to dump 10 gallons of water into the spa every other day just to use the spa. When I contacted the dealer, they admitted to having an issue with the moto massage jets. The service tech came out to re seal these moto jets that are leaking. The very next day the leaks are still there. Their resolution is to remove the spa, bring it back to CA, cut the foam out of the bottom, try and fix the leaks, and then return to back to me, a refurbished spa. In order for them to remove the spa, one side of my lanai enclosure will need to be removed and part of my fence will need to be removed. I have been very patient through all of the service trips, the time off from work to meet the service tech, and the aggravation associated with our brand new spa. I have been dealing with the manager at the dealer, but he only works 2 days a week. This week, he told me that they denied my request of replacement because the spa is almost a year old. I asked him to look at his records and he would see that these issues started shortly after the spa was purchased.Desired Settlement: If I am required to remove my enclosure, take down my fence, and remove the defective spa, I feel they should stand behind their product and replace it. This is the only resolution that will be acceptable to me.

Business

Response:

Thank you for the opportunity to respond to the complaint submitted earlier this month. As an initial aside, [redacted] does not own or operate the dealerships that sell our products. We do not determine the sales contract contents; each dealer determines what to include in their sale, how much to charge for the products and whether they will have a "money back" or "return" policy. [redacted]' only participation after the sale is to provide a limited warranty for the repair of manufacturing defects for an identified period of time. There has never been a warranty provision for the replacement of a spa for any reason. [redacted] will not replace a spa in lieu of repair.

This customer did purchase a spa from the authorized dealer in his area in January 2013. It is certainly regrettable that the spa has required service already. [redacted] has fully honored the terms of the warranty to resolve the lights and jets issues. We have also offered to exceed the terms of the warranty so that a leak repair can be completed. The customer has built decking or other structures around the spa that make it difficult/impossible for the dealer's technician to access the area needing repair. Because the dealer is sincere in their intent to complete the work necessary, they have made several trips to the site to attempt to repair it. [redacted] has offered to participate financially in the extraordinary labor costs, to defray the customer's cost required to make the spa accessible for repair. Although the local dealer's technician is very capable, [redacted] has also offered to transport the spa to/from our factory in California at no cost to the customer so that the repair can be done by our team instead of either at his home or at the dealer's shop.

The customer's statement that "they denied my request of replacement because the spa is almost a year old" is not accurate if he is speaking about [redacted]. As we do not offer any warranty provision for the replacement of a spa, we have no aging criteria for replacing a spa. If he is referring to a decision by the local dealer, [redacted] has no response; we cannot force or obligate any dealer to replace a spa themselves.

[redacted] will continue to meet and exceed our warranty obligations to repair the spa by defraying the customer's costs to make the spa physically accessible for repair and by transporting it to/from our facility for repair. A repair at our facility in California would mean he would be without use of the spa for a longer period of time that if it were repaired locally; we will keep that option on the table for the customer's consideration. [redacted] will await contact from the local dealer as they too remain available to the customer to bring the spa into good working order.

Review: About 3 years ago, my husband and I purchased a Hot Spot spa produced by Watkins Manufacturing Corp for approximately $8000. From the beginning we had to replace major expensive parts. Fortunately these were under warranty. In Dec. 2011 we had to replace the water pump. We had trouble with the new one from the very beginning. Either the heater would not work or the water stayed green no matter what we did to it. Both of these I later learned are pump related issues. So clearly, the replacement pump did not work from the start. We called for a service tech several times and he always told us that we needed to purchase additional filters or chemmicals which we did. Nothing seemed to help. Finally, now that the spa is out of warranty the technician told us that it was indeed the pump. The cost to replace it is $570. not including installation. We contend that they either replaced the pump with a defective one or the factory trained technician knew all along that the pump was defective but did not admit it until the warranty was out. I tried to post a review on the companies website but they would not allow me to say that the pump was made in Mexico nor would they allow me to say how much the cost of the new pump would be. I later compared reviews on other sites and noticed a pattern. Most people believed they were strung along by Watkins who suggested other things were wrong with their spa than what the real issue was. And once the spas were out of warranty, the truth came out that it was a major part all along. After 2 pumps I believe that these cheap Mexican made pumps are built to last for 18 months and the warranty last for 12 months. Therefore the customer is constantly replacing parts at highly inflated prices. I checked with other spa parts companies and they are always about 1/3 of the price of Watkins pumps. Plus these parts are made in the US and usually have a warranty of 3 years. I also believe that Watkins advertises in such a way that clients believe their spas are "American made" when actually most of the parts are made in Mexico. I believe these are deceptive business practices.Desired Settlement: I only want Watkins to replace the defective pump. It was defective from start. We complained about it from the start. I would also like them to find one built in the USA if possible and I know it is because I found many.

Business

Response:

Thank you for notifying Watkins of a Revdex.com complaint filed by Mrs. [redacted]. She did purchase a HOT SPOT brand, La Palma model, spa in January 2010. Part of her purchase was a limited warranty that provided coverage on the components within the spa through January 2012.

Our warranty records show that the authorized dealer did service the spa in January 2011 to replace some wooden skirting panels on the spa and to replace the 2 Speed Jet Pump. There are no other warranted service claims submitted for this spa. The dealer advises that they did several free service calls to this spa that were about water quality issues and air-locks, completely unrelated to the jet pump. The dealer stated that when they attempted to work with Mrs. [redacted] and show her the test strip results about her water quality, she refused to believe what they were telling her and stated that the poor quality of her water was caused by the pump installed in January 2011.

In September 2013, the dealer advised Mrs. [redacted] that the Jet Pump required replacement. He advised that it was not defective "from the start" and was not the cause of her water chemistry issues. He offered her a reduced price on her purchase of a factory-approved pump, but she declined. The dealer then suggested she might pull the current pump and have it serviced by a local mechanic.

Yes, Watkins elected to not publish Mrs. [redacted]'s derogatory comments about pumps made in Mexico and can advise that while the spa was assembled in Mexico, neither the pump nor other components were manufactured in Mexico. We appreciate that the locally authorized dealer has been willing to work with her despite her commentary and conduct in their store and on the telephone with both dealer and manufacturer employees. As warranty coverage for the components in her spa did expire almost two years (20 mos.) prior to the most recent service need and as the spa has not required further warranted service after the pump installation in January 2011, Mrs [redacted] is now responsible for the parts and labor necessary to repair her spa.

Watkins was recently advised by the dealer that Mrs. [redacted] has, in fact, purchased a pump on her own and had it installed by someone other than the authorized dealer. We are not aware of the spa's current performance but we do wish her well and encourage her to maintain a good water chemistry routine to prolong the life of all of the components in her spa.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The dealer was contacted numerous times about the condition of the water. We were always told that something other than the pump was the problem and we purchased everything that was suggested. Only after speaking with other spa owners did we learn that the water issues was due to a faulty pump. We did not believe that the pump was faulty until it went out only 18 months after it was replaced. This is what prompted research into the quality of the replacement parts provided by Watkins. We strongly feel that Watkins is aware of the poor quality of its replacement parts and is profiting unduly at its clients' expense. We strongly urge investigation into this practice.

The service technician did in no uncertain terms convey to me that the water issues could be directly related to a faulty pump. I never spoke with the dealer until days after the service technician inspected the spa. No discount on a pump was ever offered to me. I did take the pump to the very electrical repairman that was suggested by the dealer. He refused to work on the pump citing, and I quote, "I have no interest in working on that cheap piece of Mexican made junk"

I am unaware that there is a difference in "asembled" in Mexico and "made in Mexico" Whether it was "assembled" or "made" in Mexico, Watkins continues to erroneously state that the products are American made. This is yet another questionable practice which should be investigated by state agencies.

Also, I question the need for the unnamed respondent to attempt to vilify this plaintif with erroneous information about my conduct in the store which was nothing short of gracious and exempliary. I challenge the respondent to produce videotape or any other evidence to the contrary. On the phone however, I refused to be condescended to, and responded in kind.

I indeed purchased a pump which was made in the USA at one third of the price of Watkins pump. It has a 3 year warranty as apposed to Watkins 1 year warranty. I believe that Watkins provides subquality replacement parts with short warrantys knowing they will last only a shorty while and the customer will be forced to purchase overpriced parts repeatedly. Therefore in the interest of consumer protection, I would like to escalate this complaint to the next level in hopes that these unfair business practices will be investigated by the proper State Agencies.

Thank you,

The respondent has not addressed the charges of unfair business practices ahd has opted instead to attempt to vilify this plaintif

Regards,

Business

Response:

Thank you for notifying Watkins of the rebuttal submitted by

Mrs. [redacted]. Watkins has made no

misrepresentations about our products or the components that go into our

spas. To her comment in her original complaint about "these cheap Mexican made pumps", we have already replied

factually that the jet pumps installed in our spas are not made in Mexico. Watkins does not participate in "unfair

business practices" or deceptive advertising. We will continue to respond to inquiries and complaints

with factual information.