Complaints
Customer Complaints Summary
- 46 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/29/2024
Type: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.
Date of purchase 5/31/2023, date of install 9/1/2023. Jacuzzi Bath had a promotion that 6 weeks after project completion we would receive a ****** gift card in the amount of $2315.10 which we still have not received. During the install the workers broke our bathroom window and jacuzzi agreed to issue a refund of $1500 to replace the window. The refund was supposed to be deducted from our loan amount from Greensky Finance. I was told this should show on our billing statement by 11/30/2023, loan still does not reflect the refund. I have talked to a couple of customer service representatives and team leaders that have said its being taken care of, but it still has not. I have not been able to Get anyone to return my phone calls, I left a message 1/8, 1/10, 1/22, 1/25, and 1/29. After being on hold for 17 minutes today I called back and was told to email customer care, which I did. I dont know what else I can do to resolve this and would appreciate any help I could get.
Business Response
Date: 03/11/2024
The customer's project was serviced and the card was processed.Customer Answer
Date: 03/12/2024
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:01/22/2024
Type: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.
Had a bath remodel done then discovered a leak in the shower. They did come out and fix the leak but had to cut a hole in the drywall to get to the leak. I have tried to get in touch with the company and have left several messages over the course of a week wondering when they were going to repair the drywall. All of my messages have gone unansweredBusiness Response
Date: 02/02/2024
This customer is still waiting on a third party to fix the dry wall.Initial Complaint
Date:12/21/2023
Type: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.
On Dec 05 I signed a contract (Prospect ID ********* with Jacuzzi to convert the bathtub to a walkin shower for $16054.00. I put a down payment of $80027 as requested on my credit card. I was told that ******* law stated I had 3 days to cancel for any reason. Jacuzzi's sale pratice of giving you 2 prices, a same day price and a higher price if you don't sing that day put a lot of pressure on the customer to sign immediately. In our case if we did not sign that day we would loose almost $4000.00. 2 days later we decided to cancel and I phone customer service and cancelled. I was told that I would receive a call from another **** in 24 hours to set up the refund. I did not get a call and phoned back a week later on Dec 14th and finally talked to a ******************************* and was promised that the refund was set up and should be completed in 3 days and he gave me his direct phone number to call if it was not. It would appear that nothing was done in the first week. I have now waited a week as this is Dec 21st and when tried to call that number and was only able to leave a message because no one answered the call. It would appear that Jacuzzi's people are unreliable when it comes to refunds. If I go to any store and return an item I get a refund immediately WHY CANNOT JACCUZZI complete a refund in 2 weeks?Business Response
Date: 02/01/2024
This project has been completely cancelled and the refund was received on 12/28/2023 @ 5:13pmInitial Complaint
Date:12/13/2023
Type: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.
We purchased a shower remodel in December of 2020. The shower was done in one day on January of 2021. We have a 100% lifetime guarantee if something goes wrong. Our shower started leaking from the showerhead about 3 months ago. I called the customer service line and left several messages for a call back, i received none. I had to call the main line, they wanted to transfer me to customer service, i said no I want to speak to a supervisor. I was transferred and had to leave a message, no call back. i again called customer service and left messages. i called the main number again and said I need a supervisor and I will not leave any messages as no one calls me back. I spoke to a supervisor at that time and she said she would contact customer service. I got a call from a customer service rep who said "Don't you remember I called and spoke to you last week and you were going to call me back once you checked your schedule" I told her no you never spoke to me. My schedule is the same every day so why would I need to check it? I told her set up an appointment so we can get my shower fixed. A tech showed up on November 28th and told me they had to order the part. I have been calling to find out what is going on and NO ONE is returning my calls. I even went on ******** and complained someone texted me and said they would escalate this issue but as of today, December ***************************************************** to fix my shower. We are still making payments for the shower, i just want it fixed.Business Response
Date: 02/01/2024
We fixed the customers leak on 12/26/24.Initial Complaint
Date:11/14/2023
Type: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.
They were to make a custom pan to fit my bathroom shower. They tore the old shower out and put new shower in and left a 4" gap in the flooringBusiness Response
Date: 01/27/2024
Service to repair was provided to the customer.Customer Answer
Date: 01/29/2024
They did not offer repair services. They refused to honor the warranty because I did not sign a completed certificate. I had to have someone else repair and finish the bathroom costing me additional money.Initial Complaint
Date:11/07/2023
Type: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.
Shower re-model was completed on October 18, 2023. We were told to not use the shower for at least 24 hours, so we didn't notice the problem until after the installers left. On October 20, we noticed that the door frame was not square within the enclosure, and that the sliding glass door was not square in the frame. This resulted in a situation where, when the glass door was completely closed, there was an opening in the plastic strips on the door and the stationary glass panel, allowing water to escape the shower. The only way to avoid this opening was to leave the door not completely closed, thus allowing water to escape from the top of the door.We have contacted the company twice and they have promised to call us back within "X" number of days. Both times, they NEVER called back.Business Response
Date: 02/01/2024
The shower door was fixed on 12/04/2023.Customer Answer
Date: 02/01/2024
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:10/21/2023
Type: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.
On September 13, 2023- Date of installation, a complete new stall shower, we had a warranty problem at installation. A chip in the fiberglass pan. Jacuzzi was notified immediately on the 13th of the problem. It is now October 21st and not one person from Jacuzzi has come to the house to see the problem. ALL communication has been initiated by me or my wife ******. I have not heard from Jacuzzi for almost 2 weeks now. We are very frustrated and fed up with Jacuzzi's lack of customer service NOW THAT THEY HAVE ALL OUR MONEY. We just want the chip fixed, and we will never recommend Jacuzzi to anyone.Business Response
Date: 02/01/2024
We reached out to this customer and scheduled a service for repair on 1/30/2023.Customer Answer
Date: 02/01/2024
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:08/23/2023
Type: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.
On 3/2/23 a male Jacuzzi representative came over. He stated installers worked Monday through Friday. I agreed to the $13,704.00 as a deposit for 2 bathrooms to be remodeled. In writing it is stated it would be installed 6/8 or 6/15. On 3/13 paid $13,704.00. In June I received a call that the appointment was canceled and they would call back. No call back. On 7/7 I received text of dates available for installation. I texted back and got no response. On 7/10 I received another text message about the 26th. I texted back at what time and no response. In July I had a 3 way phone call with **** and another guy. I stated that I wanted to have the project done before August 12. They stated that they were concerned to make this right and wanted that 5 star ****** review. **** stated he would get back with me. I have told several people that 8/3 and 8/4 would be better. **** stated we rarely have our installers work on Fridays. On 7/24 I received a text message from ****. Installers scheduled for 7/27 for the master bathroom. I called back and stated the other bathroom was to be done first. On 7/25 I received a text message and 2 voicemails from **** that 8/10 and 8/11 were available. I sent a text back that 8/3 and 8/4 would be better. No response. On 7/26 @ ****. I received a voicemail and a text message that the installers would be there on 7/27 between 7 - 9 am. I called back and stated that I have asked several times for a 2 day notice. No apology given. 7/27 installers here. A representative called after they left and I asked for a callback regarding questions I had. She stated she would have someone call me back. No call back. 8/9 received a voicemail and a text message stating the installers would be there from 7 - 9 am on 8/10. Again no 2 day notice. I called back stating I am not going to have only 1 bathroom for 5 people. 8/19 sent an email to the customer care email address and today no response.Business Response
Date: 02/01/2024
An inspection was completed by ROC, workmanship regarding the shower was deemed to be safe and functional.Initial Complaint
Date:08/23/2023
Type: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.
We hired them for a small guest bathroom remodel and paid over $25k. This was supposed to be a one day install turned into over six weeks and cost us around $2k extra in fees to fix things they damaged.During the shower install (that took them a week), they mounted the rain shower head too low, broke three tiles, ripped the drywall and damaged the paint on the walls. They had issues installing the glass door and no one on two different contractors teams knew how to do it. This issue and other mistakes because of it made caused them to rip out their own work multiple times and replace three new shower walls. They then requested another week to match the tile they broke and if they were not able to find it, they would re-tile the bathroom. It took them another two weeks (until August 11) to schedule to fix the floor. During the floor install they damaged the baseboards, left debris from the old tiles in the wall and under the base boards, damaged the grout, and only tiled up to the baseboards after we had explained repeatedly that the tile needed to go under the baseboards. To cover their error, they filled the gap between the baseboards and tile with grout. We also have an issue with the grout not being a consistent color. This job took them two days instead of one too.We still need Jacuzzi to honor their lifetime warranty and fix the shower controls they installed incorrectly. They had switched the hot and cold to the wrong sides. Up until now we have been incredibly patient and flexible with this whole fiasco, but I finally said no when their manager requested the money back, we had held from the final payment to cover the issues we were seeing with the floor, walls, baseboards, etc. We kept just enough money to cover the expenses of getting those things fixed in the event they failed to do it. We will return the $802.29 remaining from the $2,743 we held pack on the payment after all repairs needed.Business Response
Date: 01/27/2024
The customer received a discount due to the inconvenience.Initial Complaint
Date:08/10/2023
Type: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 was offered a vacation as part of my contract signing when I had my shower install done last November, 2022. It's an incentive Jacuzzi Bath Remodel of AZ offers to get people to sign contracts to schedule remodels. Almost one year later, I have spoken to over half a dozen people over the course of 10 months about obtaining my trip voucher, and I still do not have my vacation packet. It was really the main reason I signed the contract, as i was really on the fence about spending so much money on the remodel. But i felt like the value of my free vacation would offset that expense and so I signed. I am pleased with the shower install but I'm being jerked around regarding the "free vacation" part. No one wants to help me and it's clear at this point I'm being cheated out of what was offered to me. Plus, I'm not so sure I wasn't charged MORE to offset the cost of the free trip. When one of the installers found out what I was paying, he said "you're kidding, right?" All in all, this has been a bad experience using this company and I do not plan on recommending them in the future. This seedy practice tells me all I need to know about this company, because customer service shouldn't end the day the shower walls go up. ***** JointBusiness Response
Date: 08/22/2023
A new envelope with the correct unit # on it was sent on 8/16/23.
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