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:06/05/2023

  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.

  We contracted with Jacuzzi for a shower remodel on January 10, 2023. We chose Jacuzzi because they had a booth at our local ****** and were offering a 10% rebate back in the form of a ****** gift card. The total agreed upon price was $20,528.00 so we were expecting a ****** for 10% of that or about $2,000.00. We have never received the gift card. Construction was completed in March of 2023. We financed the project through Jacuzzi's finance partner, GreenSky. We later paid off the entire amount of $20,528 on May 8, 2023 and no longer have a balance with GreenSky or Jacuzzi. We have called Jacuzzi on 4 occasions but have only received various excuses with no action. Jacuzzi's typical ploy is to blame ******. ****** blames Jacuzzi. ****** has agreed to research the problem and get back with **. Management from Jacuzzi will not return our calls.

  

  Business Response

  Date: 06/14/2023

  The ****** card was approved on 06/08/2023 and the digital shop card was sent to the customer's email. 

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair 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.

  On April 25, Jacuzzi Bath Remodel dismantled the shower and area around the bathtub in our master bathroom. The complete job including installing the new shower and area around the bathtub was supposed to be done in one day. They ran into a problem with the shower pan, said it was the wrong one. The reorder of the correct shower pan was supposed to take two to four weeks. It is now exactly forty-two days that our shower and surrounding area has been torn out. And there is no end in sight. The part was supposed to arrive today but no word from Jacuzzi and no return of our call this morning. We have no commitment from them that they intend to complete the job per the contract.

  

  Business Response

  Date: 06/11/2023

  The manufacturer experienced a system outage causing a delay in the part. We have reached out to the customer to let them know we have available appointments next week and aim to get the projected completed by then. 

  Customer Answer

  Date: 06/13/2023

  The business told us today, they expect the part in on June 15. We will believe it when we see it. Back on April 27 we were told two to four weeks. When the four weeks passed we asked about the status.  We were told it's on its way. Then we were told it would be in on June 2, then June 5, then it was being overnighted. Then last week we were told it was a system glitch. As I said earlier, we will believe it when we see it. If it is installed next week, it will be eight weeks. Not even close to their advertised one day install. I believe we are totally justified with our skepticism. 

• Initial Complaint

  Date:05/27/2023

  Type:Product 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.

  Date of transaction 1/5/2023 contract signed Cost of project $23,860 50% down payment $11,930 check provided and cashed by Jacuzzi Remainder due at finish of project Estimated start date 3/16/2023 We kept in weekly contact with jacuzzi about status of our project. On Friday before they were to start, we got a call that our 2 panels were both broken during transit and had to be replaced. We were told it would only take 2 weeks to correct and they would call us to reschedule our date. It was already in March and we had cancelled 2 trips because of this delay. We called every week during April and every Monday we were told it was on the truck. Then **** stopped returning our calls. We must have talked to 15 members of their staff and each had different stories on what happened. We even tried calling our salesman who would also not return our calls. A month later we asked for a refund on our deposit and got 5 answers from the 5 people we spoke with. They said it would take a few days to process a refund and we have continued calling during May. They have not come through with their side of the contract and we just want our deposit back so we can get our new shower. We have waited more time that it takes to get our full deposit back. They have acted extremely unprofessional and we will never trust them again. They continue to put us off and not return our calls. Please help get this resolved. All we want it our deposit refunded to us.

  

  Business Response

  Date: 06/02/2023

  Customer was issued a refund on 06/02/2023 and should receive it within 2-4 business days. 

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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.

  Approached in ******* ****** by a Jacuzzi rep & scheduled an in-home estimate 9/29/22. I went forward with Jacuzzi. Sales Order *****/ Order #*********/Lead #*******. 1 of the inducements was that 6-8 weeks after installation, I would receive a ****** shoppers card = to 10% of the cost or $1478.90.Install completed 12/8/22. Cleaned goo left on walls, ************** railings, noticed some damage to bath **************** Called Jacuzzi & was asked to take pix and text them; completed 12/9/22Sent pix again on 12/30/22. Apparently text/pix were lost. No call from Jacuzzi-I called again and arranged for someone to handle 2 issues; install a 'beauty ****** ********** coating on shower pan. The rep took pix of the ************* them to customer care supr. No follow up by ************************ called again and was asked to retake the pix and email them; sent 2/21/23. Another call to Jacuzzi, scheduled requested repairs on 2/26/23; incomplete. No follow up by Jacuzzi, I called back. The company that Jacuzzi contracts with to do repairs called and said there was a misunderstanding. Reschedule 3/3/23, and work was finished. *** During every call I've asked when I would receive the ****** shoppers card. Only received excuses.*** On 3/17 Jacuzzi scheduled an inspector to come out between 1 & 2 PM. At 2:30, no one had shown up-I called Jacuzzi-explained no show & asked again about the ****** shoppers card. I called ****** on 3/18/23 & ask for their help, explaining bad experience w/Jacuzzi, lack of customer service/follow-through and non-receipt of the shoppers card. I was transferred their eCommerce ***** who referred me to SOK ***** Svc Req #******-022905. So far ****** has been unable to get Jacuzzi to send final paperwork to them so they may issue the shoppers card. Recent info from ******=mgr at Jacuzzi left, has been replaced & new mgr is behind on paperwork. Now Jacuzzi is having issues with their computer system & can't communicate with ******. They're a disaster!

• Initial Complaint

  Date:04/19/2023

  Type:Product 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.

  We have been waiting for the shower parts to come in for installation. The scheduled install date has come and gone because the measurements the salesman took were wrong and had to be reordered. THey will not allow ** to cancel the contract without a "restocking fee" of 30%. There is no Arizona specific or case specific person or phone number that we can call. **************** when called doesnt even ask ** our names and then tells ** they will call when parts arrive. They cahrged our account the full amount without ever receiving anything, we have stopped payment and still have not heard anything from anyone. We would like a **************** for the invonvience, the work to be completed well and promptly or for a cancelled contract with no penalties since the mistake is on thier end.

  

  Business Response

  Date: 05/10/2023

  We were able to get in touch with the customer and come up with a solution to their concerns. Their project was completed on 5/2, and the customer is satisfied with the final product. Our number one goal is for all customers to be happy.

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair 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.

  On March 4, 2023, a salesman from Jacuzzi Bathroom Remodeling came to my residence in ************, **. He and I spent more than two hours discussing a project I needed to be done: a bathtub to shower conversion.After a very long time of negotiation the salesman, *****, agreed to complete the project for $9,200 and I was to be given, in addition, a cruise vacation voucher for two to ******. We shook hands. I signed electronic documents. The next day, after finally getting in touch with a woman at Jacuzzi, I was sent a completed contract (see attachment).On March 5, 2023, I got a call from the salesman, ***** ((dont know his last name), to tell me one of his bosses had canceled the agreement. He said his boss would only allow the project to be completed if I was willing to pay $10,000.I was dumbfounded, confused, and angry. I said, *****, we ***** hands! Then I hung up.If Jacuzzi cannot allow their salespersons to negotiate with customers in good faith, they should not be dealing with customers at all.I have absolutely no problem with the way I was treated by the Jacuzzi salesman, *****, who came to my home. He was professional, knowledgeable, and as honest with me as he thought he could be. He went out of his way to negotiate in good faith - making phone calls to superiors, etc.When ***** called to tell me the deal had been nixed, he sounded sincerely downhearted and frustrated. I am concerned about his mental health following this ordeal.I feel defrauded, cheated, and angry. I hope that the Better Business Bureau can intervene with this business to prevent it from deceiving others.

• Initial Complaint

  Date:03/01/2023

  Type:Product 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.

  Filing this complaint after becoming the successor trustee for my fathers estate, as he passed away 1/15/23. I think he has suffered Elder Abuse, a scam and an extreme overcharge, with a simple hall bath bathtub removal and replacement with a cultured marble shower surround, cheap pan, not even recessed and thin by-pass glass shower doors. The oil rubbed bronze shower head and valve (which was moved to the opposite wall of shower head as an Interior Designer in ********** for 20 plus years, and having 2 qualified contractors see the work afterward, at most, should have cost no more than $5,000. The price charged was $17,000. There was also a suggestion to finance for a year, with Dividend Solar, no interest and then extreme interest, if ONE day late retro to original date of work, so $36,000 would be due. I believe my dad, who had a chronic lung condition and knew his days were numbered, wanted to leave the bathroom updated, and he also paid all but $4250 on the job which we still owe on his behalf. I am appalled at this situation and have attempted to reach management on numerous calls, told 3 times 4 weeks ago, that within 2 days someone would call me. No one has. Only an attempted sales call as they thought I wanted to do a job. I would like at the VERY LEAST, to have no balance due and lien release someone will most likely gut this shoddy, cheap job when the house sells. It is truly an embarrassment and I am sad for my Dad getting scammed. The Job was: *******************, ************************************************************************.

  

  Business Response

  Date: 04/11/2023

  We have completed the project to satisfaction. All documents were signed at the time of install by her father. There are not any further actions needed to take place. The complainant did complain to ** ROC, but they sent a notification that it was dismissed. 

• Initial Complaint

  Date:02/25/2023

  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.

  On January 20th, 2023 Jacuzzi said the shower installation was complete. We paid close to $18,000. We had several issues with installation and quality during the construction. We were not told of the issues until we reviewed the work prior to completion. When we advised the installers that they had not installed per the plan as set forth by the sales **** *** installers then offered a solution that they called the "Jacuzzi" way. *** "fix" recommended was flawed and would have resulted in a work product that was hastily put together and roughly constructed. it was not acceptable to us. Jacuzzi agreed to the "fix" that was consistent with the agreed design. Once this was agreed upon all seemed to proceed smoothly. On January 21st my wife and I c mopped the floor to get rid of the construction dust and that is when we saw the chips in the floor tiles. We were disappointed that the installers did not tell us of these chips. We contacted ***********************, the manager of the installers. He agreed to a repair of the ceramic tile. He did send a tile expert out, but the tile expert said the tiles could not be repaired. ************** then offered two solutions. We chose the option to install quarter round tiles After many conversations and no follow through we had no other option but to file this complaint. We have uploaded the e-mail from us and ****************** reply. Since ****************** reply, we have not heard a peep from him or Jacuzzi. *** e-mail and response set out in detail the issues and specific dates. Pictures also included.

  

  Business Response

  Date: 04/11/2023

  We have been in contact with the customer and we were able to come up with a solution to add a ************ in front on the shower pan to fix the tile chips that were not able to be fixed by the tile company. 

• Initial Complaint

  Date:02/11/2023

  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.

  We paid for three extra shelves to be installed in the bathroom. At the time of sale we were told that all the job would not begin until all parts had been received. The contract was signed in august and the date was set for December 13. When the installers arrived we were told there was a back order on the shelves. Initially we were told 3 weeks, then a month, then two months. Then 2/10. 2/10has come and gone. When we call, we are not allowed to talk to customer service directly. We are told that ***** will give us a call back, but she never does. We were told it will another week. But at this point, I know we are getting the run around. Additionally, we were supposed to get a ****** discount card which 4-6 weeks post installation per contract. The card never arrived and after numerous promises that it would arrive next week we finally had to get ******s representative to harass them to pay us $3400. When they did, they said they never had us sign paper work. This added an extra month to the 4-6 weeks of holding our money.

  

  Business Response

  Date: 03/06/2023

  We were able to find a solution that resulted in a happy customer. The customer will be reaching out to the ******************** to share their satisfaction. 

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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.

  About month and a half ago we purchased a new shower and paid $13K to get it installed. Installation was completed in one day, as promised, but hot/cold water hoses were reversed. Call them up and received response in two days. Person came out and fixed it right away. So, we were happy with the speed of service.Now, we have an issue with two side shelves coming apart and grab bar. My wife called twice and was promised of return call in 24 to 72 hours. No one called.I called once with the same result. Also, messaged and so far, no response.

  

  Business Response

  Date: 01/20/2023

  It shows in our system that we did receive the customers call and had to order products to finish the service requested. Once the product arrived, we visited the customer to install what was requested. We reached out to the customer after their service was completed to make sure they were satisfied and are waiting for a response. 

  Customer Answer

  Date: 01/20/2023

  
  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,
  
  *****************************