Complaints

This profile includes complaints for Jacuzzi Hot Tub's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jacuzzi Hot Tub

  14525 Monte Vista Avenue Chino, CA 91710

• 

  Jacuzzi Hot Tub

  22324 Temescal Canyon Rd Corona, CA 92883-4622

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:10/28/2023

  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.

  April of 2023 we purchased a Jacuzzi RIV6638 WLR 2CH for our new house build. In august, our contractor began teaching out to Jacuzzi to get a service person out to fix our tub as one of the jets leaked. We are now almost into November and our tub is still broken and not fixed. After a lack of response from Jacuzzi I finally requested that a replacement tub just be issued. Jacuzzi stated that wouldn't be a issue as they were not hearing back from any service agents. Its now been several weeks of the runaround with still no operable tub in sight. I am requesting that Jacuzzi makes it right and either fixes our current tub within the next few weeks or ships a new tub asap as its still under warranty.

  Business Response

  Date: 11/21/2023

  This unit is being replaced. I will provide the details including the tacking number next week.

   

• Initial Complaint

  Date:09/07/2023

  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.

  I purchased a hot tub from Jacuzzi Hot Tub in ********** ** back in 5/2020, was delivered 9/20. April 30,21 I contacted the seller of said tub because of damage to the handle of the cover, which is under warranty for replace, was accused of "being to rough" with said cover, went above seller and went to Jacuzzi itself they stated they would get me a new cover. I sent pics. Needless to say I was suppose to get a new cover within a few months, never heard any further. On 8/21/23 I contacted Jacuzzi again because I now have the arm of the cover popping off of the encasement of the tub, which is also splitting bc of the weight of the arm bar popping off. I Spoke to a rep on this date and was told she left a message and someone would call me back. I have yet to hear from anyone. I have been dealing with this for over 2 years at this point with no assistance. My tub is under warranty. I have pics of the damage I sent to both the seller as well as a rep back in 2021. I also have an email complaint where the seller gave me a hard time about my damages, that was forwarded to the rep I spoke to back on Jan 24,22. The **** *********************** was very helpful, however I haven't heard another word from them other than it would take a few months. I can email the interactions with **** should you need it. I can forward the pics of the original damage to cover, should you need pics of the new damage I will gladly forward them as well. I am just looking to get my repairs fixed! Hot Tub originally purchased at Jacuzzi Hot Tubs of **********, ********************************************************************** ************

  Business Response

  Date: 11/16/2023

  Thank you for your patients in this matter.  I have investigated your case.  I see that I have been the one walking your through since 10/2023 to get your replacement cover.  I just received an email from you after they installed your cover.  *************, you included your panels that were damaged by your dealer.  I handled that as well.  Dealer ordered your panels please keep in mind these are made to order, and that process takes 4 weeks-6 weeks.  Your retail store will be out to install the new panels as soon as they are received. Please feel free to reach out again if you have anything further. ****** ************

• Initial Complaint

  Date:08/30/2023

  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.

  I am writing to express our profound dissatisfaction with the recurring complications we have experienced with our Jacuzzi hot tub, which was purchased on January 6th, 2022 for nearly $19,000 from ********** in *********************. It is with considerable frustration that we communicate our dissatisfaction with the current state of affairs. Despite the hot tub being under warranty, the series of problems we have encountered, culminating in the recent service visit from the service representative ***** on August 24th, 2023, has left us deeply disillusioned and desiring a resolution beyond the cycle of recurring repairs.The timeline of our grievances is as follows: January 6th, 2022: Delivery of the hot tub, necessitating a service call from ***** to address a pump issue. January 2023: Instances of light and k*** malfunctions. April 5, 2023: *****'s attempt to repair the ****, resulting in further damage to the front panel, which remains unresolved to date. July 2023: ***** came to fix the k*** properly, and arrived with a full light harness, saying that he needed to replace the entire harness and would need to rip apart all the insulation in the entire hot tub and it would be a full days work. He started cutting the back of the insulation and then we informed him that the light harness didnt have lights..He then realized after we informed him of this, that he had the wrong part. We expressed to him, it seemed to maybe make sense to just replace the water fall light since that was the one that wasnt working and least invasive.. He bent the metal bits on the flow switch and said he fixed it. We then continued to get flow switch errors and a hot tub that would not heat. August 24th, 2023: Subsequent to *****'s latest visit, he had the wrong part for the flow switch and additional issues surfaced, including another malfunctioning light and 3 speakers no longer working, further exacerbating our dissatisfaction. The sequence of events described above indicates the presence of a more significant issue, which could potentially be related to the electrical system of the hot tub. Given the frequency of required interventions and the inadequate resolutions we have experienced, we are no longer amenable to continued repairs that encroach upon our time and finances. This sentiment is amplified by the substandard customer service, protracted wait times for parts, and what we perceive as a lack of commitment to customer care by **********************************, we are compelled to highlight our disapproval of the replacement of the hot tub lid with an inferior alternative. Our initial purchase encompassed the entire product, and any warranted replacements should reflect the original specifications.As patrons who utilize the hot tub as a health product, its persistent inoperability and the considerable disruptions it has caused to our daily routine and professional commitments are untenable. The cumulative effect of a year and seven months of ownership marred by incessant issues and protracted resolutions is untenable.In view of these circumstances, we urge Jacuzzi to reconsider the trajectory of this situation. We are at an impasse where a comprehensive and definitive resolution is imperative. As discerning consumers, we expect a prompt and meaningful course of action that both rectifies the present issues and restores our confidence in the quality and reliability of Jacuzzi products and customer service. I have become aware of a situation involving a colleague who owns a Canadian Spa hot tub. Over the course of three years, he has encountered no problems with his hot tub, despite paying significantly less than we did for ours. Upon experiencing his hot tub firsthand, it is evident that his unit matches the quality and features of ours. Notably, his only required replacement pertained to the headrests. Remarkably, this replacement process was seamless, with the replacement headrests promptly delivered within seven days. When we had issues with ours, ******** did not want to replace them, and it took 5 months. This comparison serves to intensify our frustration with the challenges we are facing. We look forward to a response that not only acknowledges the gravity of our concerns but outlines a viable plan for remediation. Our preference is for a resolution that does not involve further extensive disassembly of the hot tub. We believe that it is in both our interests and Jacuzzi's to find a solution that reflects the premium nature of the product and the standards upheld by your esteemed company. Thank you for your attention to this pressing matter. We anticipate your response at your earliest convenience.

  Business Response

  Date: 11/15/2023

  Our records show that all repairs were completed under the terms of the limited warranty. Due to the issues consumer experienced with the ******* assisted with extending the parts and labor for one year. In addition, we sent a care package consisting of pillows and filters for the homeowner to use in the future. If you need anything in the future please feel free to contact us at ************.

   

  ******************* *****

  Concierge Service Lead

  Customer Answer

  Date: 11/15/2023

   I am rejecting this response because: the issues have not been resolved. Our power bills have been through the roof since the hot tub heats then stops working then has to heat again. We get ***** notifications on the app of the hot tub not working a day for months 
  
  

   

  
  

  Business Response

  Date: 11/16/2023

  Thank you for that information. I will reach out to your dealer to set up service and find out what is going on.  My deepest apologies for the ongoing issues.

   

  ***********************

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because: I have had significant repairs and issues since I received this hot tub. 
  a extension of the warranty isnt going to cut it. I would like to return it. I will be getting a lawyer involved. I have all the paperwork, repairs, power bills and notifications of all the issues. 
  
  
  

  Business Response

  Date: 11/20/2023

  Our records show that all repairs were completed under the terms of the limited warranty. Due to the issues consumer experienced with the ******* assisted with extending the parts and labor for one year. In addition, we sent a care package consisting of pillows and filters for the homeowner to use in the future. We do not refund.  You did purchased through a retail store not through Jacuzzi Brands.  Your contract is with the retail store you purchased from. 

  
  ******************* *****
  Consumer Support Supervisor
  ************ 
  ***************************************************************************
  
  
  www.jacuzzi.com

   

   

• Initial Complaint

  Date:08/29/2023

  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.

  I purchased Jacuzzi brand shower and sink faucets in 2016 from a big box home improvement store. One reason I purchased this brand is it claimed to have a lifetime warranty. However, in early 2023 the shower faucet began to drip and the finish on the sink stoppers was wearing off. I contacted Jacuzzi on March 1, 2023 and was provided the name of a vendor (Find Parts Today), that sold the parts I needed. I was told I would have to buy the items as they were no longer under warranty. I explained the printed warranty information I had stated the faucet had a lifetime warranty limited to the original purchaser. I am the original purchaser. The representative said there was nothing she could do. As a result, I asked to speak to supervisor. I was transferred to ***********************, customer service manager. ************** was very nice and said the part was under warranty but they no longer stocked the shower part and that they were out of stock on the sink stoppers but that she would order them and they would be sent when they were back in stock. ************** also said I would be reimbursed if I purchased the shower cartridge part from the vendor. I emailed and called again on June 16, 2023 as I had not received either the parts or my reimbursement. ************** apologized and said she was resubmitting both items. I received the sink stoppers from Jacuzzi approximately 3 weeks later however, I did not receive reimbursement for the shower cartridge. I emailed and called again on July 6, 2023 requesting reimbursement. As of August 29, 2023 I have not received reimbursement for the shower cartridge I purchased from the parts vendor. I have provided all the required information on multiple occasions. I am attaching copies of the email between ************** and I where she tells me I will be reimbursed for the shower cartridge part. I've also uploaded copy of the receipts for the part purchase.

  Business Response

  Date: 11/17/2023

  attached is the claim we use to request AP cut a check for *****. The amount Dru mentions. The claim is dated June 16. I dont believe we had his receipt at that time.

   

  He mentions calling on July  6. I was not in that week. July 7^th is my Bday and I was off the week. This is where we may  have a disconnect. I will check to confirm the check was processes and  respond to you and Dru.

   

  ***********************

  Jacuzzi  Concierge Sales & Support

• Initial Complaint

  Date:08/01/2023

  Type:Product 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.

  Leslies pool installed a Jacuzzi **** system. 12 months later the salt cell developed cracks internally. This caused the system to leak. **** systems should last 5 to 6 years. ******* sent a technician out to look at the problem. The technician told us it would be covered by warranty. I called ******* pool customer service 3 times and asked to have the technician call me. No one ever got back with me. I even went the ****** store and they told me the paper work was sent in. Then I reached out to Jaccuzi customer service and again no return call. I would not recommend doing business with either business. Very disappointed, I have done business with ******* for years. Always used Hayward salt equipment in the past and Im going back to Hayward.

  Business Response

  Date: 08/04/2023

  Jacuzzi has entered into a licensing agreement with ******** Pool Mart to offer Jacuzzi brand POOL EQUIPMENT in their stores. ******** Pool Mart handles all product support, parts, warranty, service, and after warranty support.  Unfortunately, we do not manufacture pool equipment. In an effort to help facilitate a resolution for the customer, I have escalated this issue to ************************** management. 

  ******** agreed to have someone reach out to **** within the hour.  Can not confirm why this was not completed a month ago.  One of our Service Agent reached out to **** just now to advise and keep eye out for incoming call / email. ******** has promised to have an update early next week. I will follow up to make certain of the progress. 

  Customer Answer

  Date: 08/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Leslies pool warranty company is trying to resolve the issue. To bad it took my complaint to move things along. But ** told there were others not getting attention from this warranty company. Until my complaint. Time will tell. 

• Initial Complaint

  Date:02/20/2023

  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 01-13-2023 an agent appeared at my address and identified him self as an agent who work for a company that goes by the name of Jacuzzi Bath Remodeling company. We sat for more than two hours looking at video's and going over a contract with his company for remodeling my bath room in the master bed room. After during an E-signing he congregated my wife and I that every thing had been approved and that the job would start on 02-19-2023. Since No one showed up on the date that he promised, I called the company and spoke with **** ********* who informed me that the contracted had been canceled. Mr.**********, informed me that the contract wasn't approved, so I ask him why no one notified me of the cancelation. He claimed that His company tried to reach me on several occasions, the only problem with that I have with that is, there were four ways that his company could have contacted me. E-mail address, cell phone, number, home phone number and fax number. I was informed by ***** that this contract was set up under no money down and that my payment wouldn't start until one year after the contract was signed. Mr. ********* informed me that if i still wanted the job done I could make a down payment of $900000 ,which I willful refused to do

  Business Response

  Date: 02/22/2023

  Hello, 

  Thank you for reaching out and sharing your experience. We would like to hear more about this. Please give us a call at(***) ***-****.

  
  

  
  

  Thank you, 

  ***** 

  Customer Answer

  Date: 02/27/2023

  I reached out to Jacuzzi Hot Tub,but all they do is put me on hold and never come back to the phone,or inform me that the agent is away from his or her  desk,please leave a message,but so far I haven't receive a response.

   

  ***** J.****

  
  

  Business Response

  Date: 02/28/2023

  Hello, 

  Thank you for reaching out. I am sorry to hear that you're having difficulty reaching us via phone. You can reach us via chat by visiting our website www.jacuzzi.com and click on the chat icon on the bottom right-hand corner of our page. You can also reach us via email at ******************@jacuzzi.com. 

  
  

  Thank you, 

  ***** 

• Initial Complaint

  Date:01/18/2023

  Type:Product 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 8/20/22, My husband and I purchased a 400 series jacuzzi from Van Dorn Pools for $18,399.00 and Spas in Kingsville,MD that was delivered on 10/7/22.
  
  During delivery there was damage to our home, which some, but not all was acknowledged or repaired. Since that time we have had nothing but trouble with our jacuzzi.
  
  We noticed on 10/21/22 that water was pooling on the ground and contacted their service department. A tech from Van Dorn, DJ, came out and stated it was because the spa was overfilled.
  
  However, the water continued to pool outside of the spa. DJ came out again on 11/21/22 and informed me that there is a leak, but he could not identify the location of the leak.
  
  Van Dorn was supposed to contact Jacuzzi per an 11/28/22 email and have a tech come out today, 12/8/22, to diagnosis, drain, flip and fill the spa.
  
  Then on, 12/8/22, Brendon, the service manager at Van Dorn states it's still overfilled and they'll "pencil" mark the spa and go from there.
  
  To top it off a mysterious crack in the acrylic appeared after the last service call, which a repairman came to fix but could not complete and it looks awful now.
  
  Van Dorn finally agreed to drain and lift the hot tub on 1/11/23. After which there was evidence of a leak. Van Dorn is supposed to send a technician out today to check.
  
  I have emailed and messaged Jacuzzi 3-4 times without response, including putting comments on the Facebook and Instagram pages. All of which are largely unanswered.
  
  We obviously received a defective product, since it leaked from the beginning and has an acrylic crack. I am requesting to have the hot tub replaced. This product is defective and I have legitimate concerns about its long-term reliability and functionality.
  
  Can you please provide assistance with these issues? This spa is brand new and it’s been nothing but trouble since we bought it

  Business Response

  Date: 01/19/2023

  Thank you for reaching out. We would love to hear more about your experience so that we can help. Please give us a call at ###-###-#### and references number 0490**13. 

  
  

  
  

  Customer Answer

  Date: 01/27/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  Jacuzzi has reached out to me via the dealer where I purchased my hot tub.  They are providing us a new replacement hot tub.

  
  

  Regards,

  
  

  ***** ******

  Business Response

  Date: 01/27/2023

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID 1883**09.

  
  

  Regards,

  
  

  ***** ******

• Initial Complaint

  Date:01/18/2023

  Type:Product 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.

  Purchased tub. Upon installation test (August 2021) , water leaked from under the tub when jets were turned on. Jacuzzi’s maintenance came to look and was not allowed to remove the fixtures. We were not aware of this. Removal of fixtures will need to be paid for. Jacuzzi is not seeking to take full responsibility to pay this after an estimate was submitted upon Jacuzzis request.

  Business Response

  Date: 01/19/2023

  Thank you for reaching out. We would love to hear more about
  your experience so that we can help. Please give us a call at ###-###-#### and
  references number 049***46.

• Initial Complaint

  Date:01/07/2023

  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.

  My wife was taking a shower sitting on the chair provided by Jacuzzi when the chair gave way and came out of the wall and she fell onto the shower fall. Have called a number of times this week with no reply. Called the sales rep who told me to call the office and someone would get back to me. Called the manager who has since moved to Texas, said he will try to have someone contact me. We are very frustrated and am going to contact an attorney if this problem persists.

  Business Response

  Date: 01/10/2023

  Thank you for reaching out. I am sorry to hear about the difficulty you have experienced with the product. I will be more than happy to look into this for you. Please give us a call at ###-###-####. Your reference number is 04***065. Please have your serial number ready. 

• Initial Complaint

  Date:01/04/2023

  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 October 16, 2022 I purchased a Jacuzzi Model J-215 for $7,000 plus $577.50 sales tax. Jacuzzi shipped the Hot Tub to local dealer in Mid Dec. and it was delivered on 12/22/22. I am a disabled veteran and I purchased this small Hot Tub for medicinal purposes. I have back issues and I get severe muscle spasms in my calves. This Hot Tub will help alleviate the pain. . .
  When the delivery people came, they had to drain a lot of water before they could bring it to my back patio (the owners manual was inside the tub in a plastic bag and was full of water and completely unusable. It appeared that the hot tub had been left outside had significant rainfall that got under the cover on it. . . I then paid an additional $2,000 to have a 220 Volt line ran to my back patio and wired the Hot Tub. This was done on 12/28/2022. Unfortunately, I could not get the jets on the Hot Tub to turn on. I called the local dealer and they sent someone out to look at it on 12/30/22. He found that the computer board was bad. He tried to Get a computer board overnighted to him so he could replace it. . . Today, 1/4/23, Jacuzzi sent the dealer an email saying that the computer board is on back order, and they do not know when they will get any in stock to ship out. The dealer then tried to call Jacuzzi and they would not do anything for them. It is hard to believe that Jacuzzi has none of the computer boards (they could take one out of the Jacuzzi’s they have and send it if they wanted to. I called Jacuzzi and spoke with Daisy Ruiz in Jacuzzi’s customer service department. She could do nothing for me but assured me that her supervisor, Sandra Lopez, would call me back. I was not offered any type of apology. It appears that Jacuzzi only cares about getting cash in hand and it does not matter that what they send you is a piece of Junk.