Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired company to redo my bathroom in October of 2022 and the project was to be financed through their finance company, Green *** financing. In May of 2023 I started receiving calls from company to redo the loan paperwork or pay them $9000 because the balance had not been paid. I have made every payment with Green *** and it turns out that the company never filed a certificate of completion on project and a request for disbursement of funds on loan. The construction line closed and no more withdrawals could be made at this point. They have now reported me to credit bureaus and turned matter over to collection agency despite me making all of my payments. I have also discovered asbestos and lead paint in the bathroom. The home was built in 1965 and therefore testing and proper remediation needs to be done when doing this work by federal and state laws as well as their contract. I should not have to pay out of my pocket two years later for their errors, especially with them putting my health at risk by ignoring the asbestos and lead paint protections

  

  Business Response

  Date: 06/28/2024

  I have escalated the customers concerns to our customer care team. They will be reaching out shortly to resolve this issue.

  Customer Answer

  Date: 07/11/2024

  The business's only response was that they would escalate the issue and contact me, they have never contacted me. The business did not follow their own contract for financed payments and I should not have to open more loans or put effort into covering their mistakes nor should the business be reporting it as unpaid or using collections in order remedy their errors. I again ask that all collection efforts cease and credit bureaus be corrected
  
  **** Points
  ************

  

  Business Response

  Date: 07/19/2024

  On June 26, a team member discussed this issue with the customer, who declined a $500 credit. We will forward this matter to customer care for further follow-up. 

• Initial Complaint

  Date:06/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Jacuzzi Bath Remidrl after getting information from my local ****** store. I scheduled a free in home consultation for our bathroom shower. I was asked to sign and initial documents which I assumed were for a prequalifiication of the loan nothing was explained to me. Then half of the project was charged. I asked the salesman at the time there is a right of recission period for this loan and he said yes. By the next morning we had changed our mind and called the company to cancel within 24 hours and within the 3 day period of the loan. On 6/6/2024 I spoke to our salesman ************************* who said he would terminate the contract and a refund should have been issued to the loan company. Yo date I have spoken with the loan company and Jacuzzi and ******. I am getting the run around now from ******* saying I need to speak to a sales manager. I believe they are intentionally stalling so that the right of recission period for this loan will expire and we will be on the hook for a loan we never wanted. I have zero confidence in anything Jacuzzi Bath says/does they have been a complete nightmare to deal with, unprofessional, unethical. I would like this company to issue a refund, terminate the loan so we are not responsible. I would also like to note that a member of Jacuzzi Bath customer care team told me the right of rescission on my loan was Tuesday I spoke to the loan company Greensky today and was told that information was false. The loan was taken out on 6/5/2024 and the right of rescission ended on 6/8/2024. As a consumer we have the right to change our minds about a loan without a penalty and this company is purposely stalling and infringing on our rights to exercise the right of rescission period. Please help!*************************

  

  Business Response

  Date: 06/20/2024

  Customer has been refunded from cancellation on 6/17. 

  Customer Answer

  Date: 06/20/2024

  I would like written documentation AND my initial cancellation of my contract was on 6/62024 after I spoke to *************************, followed up in writing again on 6/8/2024. These dates are incorrect. I would like something in writing or an explanation as to why the contract was canceled 20+ days later. There is absolutely no reason for this. I want this in writing from Jacuzzi for my records this company is deceptive and I want it in writing before I agree to any type of settlement. 
  Thank you.

  ************************;

  

  Business Response

  Date: 06/30/2024

  It is unfortunate the customer feels this way, but upon the customer submitting a timely rescission ********************** has processed the matter and the loan was closed out. 

• Initial Complaint

  Date:06/08/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid a 500 dollar down payment and continue to make monthly payments to a finance company for a shower install that we have been waiting for several months for. The install was scheduled and cancelled due to not having the correct supplies. They are not giving us answers as to the reason for the continied drlays.delayd and wr continue to pay the finance company.on a monthly basis. This is a ****** dollar plus project and we are stuck in a contract with a finance company for work that we doubt will now ever be done. We have no idea what to do.

  

  Business Response

  Date: 06/21/2024

  Customers install was complete on 6/20. The pan had to be preordered which caused a delay in the install. 

  Customer Answer

  Date: 06/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/9/2024 arrived 9:40am left 30mins later to get some glue sticks... packed up 4:30pm 4/10/2034 arrived 8am after 1pm two managers showed up one named *** said it would be fixed issues -- two places on ceiling ripped, cracked faux tiling on wall, holes left on different wall and a 4 inch gap from the shower pan to my floor with no coverage of anything floor pan to concrete slab. Call JBR get run around. Get text from Fix it company(name never given) left hanging in the wind.So wish I had not fully paid as now JBR does not care. Have spoken to ****** as that's who I went thru. It has now been a month and my bathroom ( the only one in my tiny house) is still in total disarray. I want my bathroom fixed and I feel they should return some of my funds for compensation -- as it looks I will have to pay another party to fix. JBR can come rip the c*** out of my house.

  

  Business Response

  Date: 05/17/2024

  The concerns raised by this customer have been forwarded to our customer care team. A representative will contact them shortly to address these issues and work towards a resolution. 

• Initial Complaint

  Date:05/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to receive a no obligation, free quote for a bathroom remodel from Jacuzzi. In scheduling the appointment for the quote, the company called repeatedly during my work hours and became increasingly relentless in its information requirements before the appointment. I was extremely clear that we only wanted to know options and prices, having no firm plans or timeline for the project. I repeatedly received calls from Jacuzzi and Tundraland Homes and finally asked them to cancel the appointment as I found their requirements for everyone in the household to be present for the up to 90 minute appointment during an ordinary work day to be unusual and the caller couldn't explain a reason for the requirement that made any sense. They wanted income information and other details that are totally irrelevant to obtain a quote. Though I advised Jacuzzi/Tundraland that I will never do business with them because of their bizarre requirements, they continue to call me daily. I continue to tell them to stop calling, but they continue to call. It's becoming harassment. I will block the number, but want to warn other potential customers about the obtrusive, unprofessional and highly questionable practices of this company's sales staff. They operate more like a high pressure timeshare company than a reputable, customer focused home improvement firm. If they are this bad to deal with just to schedule an appointment, they must be awful to deal with on an actual remodel project.

  

  Business Response

  Date: 05/07/2024

  This situation has been acknowledged and noted. Thank you for your feedback.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Jacuzzi for bath remodeling. The company had a representative inside a ******* the promotion is: remodel the bathroom, and get a 10% (of what we pay for the service) back in a form of a gift card to shop at *************** gift card]. contract was done 10/20/2023, we paid total of 16781.00$ . Bathroom installed 12/20/2023 [with issues, and terrible customer service manager on the phone]. job done. city inspection done. Jacuzzi NEVER issued the ******* gift card" thats supposed to be 10% of what we paid for the job. We called Jacuzzi approximately every 2 weeks since January 1,2024. we called them every week since March 2024 and Nothing. we spoke to managers, supervisors, representatives. we literary made a log of names since we spoke to the same people over and over. It is SO ridiculous how they process issues. I told the last manager I spoke to on March 25, 2024 that I will wait one week and I will file a BBB complaint and she told me she will get the issue resolved in 2-3 days. and nothing. [manager: ***************************, Business administrative manager for Jacuzzi in *******].

  

  Business Response

  Date: 04/27/2024

  We have confirmed that the card has been processed and the customer should have received it. We have tried to follow up with the customer to verify he has received his card. We have left a voicemail and sent an email. We are currently waiting on a response.

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've sent 38 emails to Jacuzzi's Warranty contact ********* (*****) ******* since mid 2023 regarding issues. Recently, the reason why I'm reaching out is due to the email contact attempts I made since 2/24 without ANY returned responses until Monday of last week 3/11. I received a call from Jacuzzi and I thought it was ***** finally addressing the concerns. It was someone named ******** (sp?) with ***** talking to her in the background. The call was at 11:02am & it lasted 12 minutes. The phone call (which I hope was recorded), was inappropriate, incredibly frustrating & the statements ******** made were 100% false. The amount of time, energy, documentation, & unnecessary stress spent from this company's continued failures to initially deliver, correct, & permanently fix issues is unacceptable. On top of that, their warranty department, technician operations, & sheer disorganization is inexcusable and exhausting. I expressed my concerns to ******** asked who she was & why she was calling me. Once I got her to focus on the actual problems vs focusing on the wrong topic, she asked when a tech could come out. We settled on tomorrow which was Tuesday 3/12 from 3-4pm. My ************* took time off from work, & NO ONE SHOWED.This isn't the first time for a no call no show. I sent 2 emails & several videos to show AGAIN that the issue is NOT the shower head I asked for an exception to use since their plastic Jacuzzi shower heads DO NOT WORK, they're junk and even the techs admit it. I have received NO contact from Jacuzzi since 3/11, no one has explained why there's yet another no call no show, no apologies (as usual), etc.The ONLY reason I chose Jacuzzi was for the long standing name & their warranty. I have had nothing but issue after issue, after issue without the proper touchpoint and remedy. Also, in my opinion they now unethically trying to gain 5 star reviews by having techs give cards asking for us to leave their name in the 5 star review.

  

  Business Response

  Date: 07/10/2024

  The customers concerns have been escalated to our customer care team. ******** care will be reaching out to come up with a resolution. 

• Initial Complaint

  Date:03/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/23/2022 entered in contract for a bathtub to shower remodel with a $10K PAID IN FULL deposit, start date Jan 2023, then Feb 2023. TO DATE, my remodel has not been completed. Currently I have the incorrect panels which should be SEASIDE RANDOM STONE & no sliding glass doors SOFT CLOSING SINGLE BYPASS. I have not been contacted by the company regarding the 3RD REDO finish, a flooring, a fully supportive foundation, with the correct products, including my wall panels, sliding glass doors, matte black finish accessories, seat, shelving, bars, support etc. which was supposed to happen in DECEMBER 2023 that has now turned into a 4TH REDO, because it is Now MARCH 2024. & I have not heard A WORD, not even a LETTER, not a Phone Call, NOTHING, informing me of their intent to completely finish a project that has remained INCOMPLETE for more than a YEAR now. The company has guaranteed project completion in ONE day representing the Jacuzzi brand name. FALSELY ADVERTISING. Yet, I am on the 4th REDO. The company overworks its installers to fulfill that 24 hour/One day guarantee; to only have a team of installers that are consistently & continuously completing redo's to have even more redos, after redos, done. My project is INCOMPLETE & I am REQUIRED to make a MONTHLY payment on the remaining balance for something that is NOT fulfilling any of its intended purpose. I am using a shower curtain that DOES NOT like to stay put on the panels. I DO NOT have my sliding glass doors in place that would keep water from wetting up my flooring. I have panels, NON MATCHING, on my walls. I deserve my project to be fully completed to the Jacuzzi brand name standard, quality. Due to my loss of time, my experience, false advertising, overworked laborers & non-representation of Jacuzzi brand name, my project to be FULLY COMPLETED, & REFUND OF ALL MONTHS PROJECT HAS REMAINED INCOMPLETED, BEGINNING WITH JANUARY 2023 TO WHEN PROJECT IS FULLY COMPLETED TO THE JACUZZI STANDARDS/QUALITY (min $2K Owed)

  

  Business Response

  Date: 03/11/2024

  The customers project was completely redone and Install was completed on 02/23/2023.

  Customer Answer

  Date: 03/11/2024

  I do not accept this response from the business as the project is not complete. I have no doors and the incorrect panels. 

  

  Business Response

  Date: 07/17/2024

  The customers concerns have been escalated to the customer care team. ******** care will be reaching out shortly to discuss a resolution. 

• Initial Complaint

  Date:02/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A deal was agreed upon with Jacuzzi Bath and Remodel, with a 71.4% down payment - paid via check. This amounted to $15,000 on a $21,000 invoice. At this time it was stated that there was no interest in financing this project. One week later paperwork was received from a 3rd party (********* Finance), offering to finance the project at an interest rate that would have brought the total cost of the project to over $48k over a 3 year period.There was no authorization given to the contractor to share any information with a 3rd party lender, and we see this as is a violation of our trust and it makes us suspicious of the intentions of the contractor. Subsequent attempts to contact the contractor by phone have not been productive. In the absence of being able to deal with the vendor directly, reaching out to BBB is next course of action.

  

  Business Response

  Date: 07/10/2024

  The customers concerns have been sent to our customer care team. ******** care will be reaching out shortly to help resolve the issues stated.

• Initial Complaint

  Date:02/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings!I am *************************************** business owner (******. Bar) for 25 years in ****** AZ.Today I was referred to you by Mr. ********************* of 1-800-Water Damage.In order to come to the factual points allow me to start with the systematic explanation of our request to BBB to stand with us:On the 20. November 2023 my son and I engaged in a business agreement with the Sales Representative of a company called "Jacuzzi Bath Remodel" I was ask to make for a down payment of $5,805.00 as I did with the Business check #****. I did not received any receipts or other documentations except an Paper what is called "Investment Guide"I shall forward this instrument to your review and use in our case.A timeframe was set up and the last date should be the 10.of January 2024.In the meantime I never heard from anyone of this company. My son ***** tried to get an date or anything news from the company without success.However on the 10th of January 2024 (The last date of installment agreement) two employees showed up and looked at the proposed installment location. They determined the we have in fact mold in the grout of the tiles and and expensive demolition has to be made what will cost us at least another $10,000 on top of our 1st payment of $5,805.00 Now we are talking about $20,000 for a simple shower installment.After I showed my disbelief and intended to back out of any business agreements with that company I was informed by the Sales Manager that it would not be wise because they would have to keep $3,800 out of the $5,805 from our first payment because they have a "custom shower that they have pre-made for us". We have never seen this shower they are talking about, and they have not done any work at all yet.So we want to just eliminate our deal with them as we have no actual written contract and receive a refund but they don't want to give us our full $5,805 we paid.As you may now understand my decision to seek your legal help and enforce the entire amount I have paid to be given back to my business.Sincerely; *******************************************

  

  Business Response

  Date: 04/20/2024

  The customer received a full refund.