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Business Profile

Hot Tub Dealers

Jacuzzi Hot Tub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Dealers.

Complaints

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

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Jacuzzi Hot Tub has 2 locations, listed below.

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/06/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      First J435 was purchased June 28, 2020
      Delivery was July 15th, 2020
      Electrical Issues noted first week of ownership. First repair was August 4th, second repair Sept 8th (was discovered tub had a leak too). At this point it was determined a new tub was going to be ordered. (December 2020). New tub came in December 2021 (J435). Second tub was damaged (broken Pan). Installed anyways December 22, 2021. Replacement pan ordered, came in a few months later, damaged. Another new pan was ordered, this time came in good, Reinstall / Replacement June 30/22. Electrical issues noted Sept 13, 2022. Service call booked for the 19th of Sept. Went to change water Sept 18/22 Noticed the gel coat is delaminating.
      Our agent, Eden Spas, has been attempting to put in a warranty claim for a new tub and head office is accusing us of improperly maintenance of the tub.

      Business Response

      Date: 10/10/2022

      Thank you for taking the time to reach out. I appreciate you sharing your experience and would like to know more. Please give us a call at ###-###-#### and reference case number 045**675.

    • Initial Complaint

      Date:09/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 hot tub from jacuzzi lubbock, TX. Since we bought it it's had several issues that had not been taken care of from pumps going bad to lights going out with in 1 year from when we purchased it. The company has given us every excuse to not fix it, fast forward to this year, they got a new manager that won't do much either. This company lies about everything just to get money.

      Business Response

      Date: 09/07/2022

      Thank you for reaching out. I am sorry to hear that your product and service are not meeting your expatiations. We would love to help improve this experience for you. Please give us a call at ###-###-#### and reference number 045**416

    • Initial Complaint

      Date:08/28/2022

      Type:Product Issues
      Status:
      Unanswered
      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 top end Jacuzzi tub and installed in the master bedroom in our new house. Our old house had one that stood up well so we felt it was a good company and reputable. Unfortunately, after only using it 4 times, we had a leak that went downstairs into the kitchen. When we called a plumber, we were told that several of the pipe fittings under the tub had cracked and it was totally useless. We spent $3500 on this tub that we do not dare use. The plumber said that Jacuzzi used shoddy, foreign parts and we could never use the tub again. What a rip off.

    • Initial Complaint

      Date:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 top of the line jacuzzi bath tub. When it was delivered, the packaging was torn off and it had a fair amount of dirt inside. We contacted Jacuzzi to see if it needed to be replaced, but they instructed to install. Upon first use, there was a horrible rotten egg smell. We contacted a professional plumber and had to treat all our pipes given some weird bacteria had transferred. Now just the tub stinks. Also, it hasn't worked properly since we received it. After many weeks, and bugging, Jacuzzi sent a repair person. It seems there is something clogging the air jetts on the bottom - GEEZ, you think the dirt in the tub during the transport could have something to do with that. The repair person followed up with Jacuzzi over 6 weeks ago with no response. I am now trying to connect with their warranty people, but nobody every answers the phone or responds. We spent over $10,000 on this tub, and many tens of thousands preparing our home and area for the tub.

      Business Response

      Date: 09/01/2022

      Thank you for taking the time to reach out. I am sorry to hear that the product packaging and operations did not meet your expatiations. Please give us a call at ###-###-#### and reference case number 044*****, and have your serial number handy. 


    Jacuzzi Hot Tub is NOT a BBB Accredited Business.

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