Watkins Manufacturing Inc

I’m a owner of a Caldera Kaui Spa. I had a problem with the heating element of my spa and and thought it had to be replaced, I called, and was recommended to Pool Xpressions out Flower Mound, TX. They sent over a service representative whom diagnosised the problem. They had to order a new circuit board. In about a week they had the part and came out to installed it. Yes, it’s a bit expensive, but this has been the only problem in eight years. I’m satisfied with my Caldera Kaui Spa and the service.

Purchased a hot tub from Costco made by Watkins (Aquaterra). I had some unique scheduling challenges due to working 24 hour shifts, but Denise at Aquaterra was so incredibly nice and took the time to explain the process to me, and also held the tub an extra few days until I was available. The tub itself is amazing! I looked at hot tubs that were thousands more and this one is just as nice. I am very pleased with the purchase, and very grateful for excellent customer service.

Had a technical issue in trying to order service parts through a 3^rd party. Sent email to customer service and got a personal phone call within hours addressing my issue. Mike was very helpful, polite, and provided the needed clarity on the issue.
Thank you.

Okay, this is my first-​ever hot tub, and bought through Costco so expectations not especially high. BUT, the pump had an issue that wasn’t discoverable until we filled the tub. We called, and a new pump was sent immediately, without charge.
Tub is now great!

I ordered a hot tub from costco that was manufactured by Watkins. Just got it all hooked up and it is fabulous! It’s the perfect addition to our vacation house. The customer service at Watkins is fantastic too. Every time I’ve called a live person is there to help me, even late on a Friday afternoon! Stephen and Mike were particularly helpful.

I received great customer service from Ben via email correspondence. My cover had some issues, as it did not «age well». Ben worked with me to get it replaced.

Based upon a Pacific Sun review of creative energy I visited their Marin County store.
I had had a round spa for some 20 + years – it just wore out. I advised the salesman
that I had a definite site and size problem/​design. I showed him some photos of the
deck. He then sold me a Fantasy circular spa. The spa was made by this company.
After it was installed I tried to set the controls – very difficult and almost impossible if you have a bad back. You have to get down on your hands and knees and block out any light in order to see the micro control panel. Even their serviceman had trouble
setting the controls. THEN, even before I was shown what I had to do, I found that
the pump motor was extremely noisy. I have been in contact with the dealer who seems to indicate that I should have purchased a different model-​rectangular.
The dealer has offered to take it back but wants me to basically pay $ 1300 in order
to return this poor product. I would urge any buyers of Fantasy products to look at
user comments on unbiased sites not «testimonials» on the store websites. The
problem may very well need to resolved in court.

I own a Watkin’s Hot Springs Jetsetter. This is my second one. It is by far one of the best products in terms of quality and contruction, I have ever owned.
The challenge has always been retail sales and service. Since the Mission Gorge store has closed (thank goodness), Jason on Clairemont Mesa Blvd opened a retail establishment. What a difference!
Recently my spa developed a bottom water leak. Jason sent a repairmen out and it was determined that it was a repair that required factory intervention. A loaner spa was provided during its absence. When my spa was returned I was thrilled that the factory not only repaired the leak, but completely detailed the entire spa; including cleaning and polishing the shell, repainting the base skirt, replacing panels, refoamed and sealed the base, and provided brand new filters.
Bill and the set up delivery crew were very courteous and friendly and did a great job as well.
Ahh, tonight is my first night with my gorgeous «Hot Springs» spa back in my yard for my nightly soak! Thank you Watkins for making me a happy customer.

Hotspring Spa «Dealer in Good Standing» designation is deceptive and meaningless to the consumer.
On July 13, 2011, I purchased a HotSpring Aria spa from a Watkins Mfg/​HotSpring «Dealer in Good Standing» who also promoted himself as the winner of the Hotspring «Dealer of the Year» award. The HotSpring” Dealer in Good Standing” negotiated a verbal only contract for the nearly $ 10,000 purchase, then delivered an inferior spa. The delivery was reckless and hazardous which required quick intervention from a licensed contractor on site and this homeowner to prevent injury to the crew and damage to the spa. This occurred when the crew lost control of the spa and it began to tip from an upright position while in transit on a dolly onto one of the three crew members who could no longer support it. The dealer also directed modifications to the spa, he stated were made in coordination with Hotspring’s technical department, which caused the spa to leak. Rather than assume responsibility for the mistake, the dealer defamed the contractor and others.
HotSpring reviewed my concerns and expressed the opinion the spa should be returned to the dealer and an agreement fair to both parties reached. The dealer initially proposed an agreement in which I would lose at best $ 3,000 when and if he resold the spa. I asked the dealer to indicate in any way I was responsible for the necessity of returning the spa. He refused to supply a response and has not over the past 7 months. Instead, he continued to defame me, the contractor, he subsequently fabricated a written contract and filed a false police report claiming harassment.
When the above was brought to the attention of HotSpring, even though they requested their «Dealer in Good Standing» come to a fair agreement, HotSpring stated they are not willing to offer any further assistance. Hotspring stated it is not their problem.
I have asked HotSpring on several occasions to verify whether the dealer actually won the «Dealer of the Year» award. They have not verified he has. I asked HotSpring what the criteria are for being a «Dealer in Good Standing». I received the following equivocal response:
«I’ve confirmed that our Marketing/​Sales Department does issue plaques with that terminology to authorized dealers. I don’t know that there is an established, empirical criterion. I do know the Regional Managers visit dealers to observe their showroom set-​up, sales techniques and service records. They also assess a dealer’s product purchase patterns and whether they’re keeping their accounts with us current, paying their bills from us on time, making use of local advertising vehicles, etc. As the award comes from that branch of the business, I assume the criteria are based on those aspects of their business.»
Spa sales and installation dealers are not licensed or regulated in California. it is unclear if they are bonded or required to carry insurance. What is clear is there is no recourse through the state licensing boards for unscrupulous dealer behavior. As such, Certification by HotSpring as a «Dealer in Good Standing» is a sole and significant endorsement by Hotspring for the consumer. However, if it is not based on clear criteria and there is no attempt to maintain any standard for dealers when inappropriate business and personal dealer behavior occurs, the HotSpring” Dealer in Good Standing” designation becomes meaningless and deceptive as does the claim that Hotspring spas provide the «Absolute Best Lifetime Ownership Experience». It appears to HotSpring the spa buying public are just muppets (reference to Goldman Sachs view of its end users).