Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 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:04/23/2025
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.
Salesman came on 3/12 for free consultation. Signed on his computer to agree to have project done. Left us NO contract. Paid 10% deposit via credit card ($1,599) Received text message from install company on 4/16 with Install date of 4/23 & time of 7:30-8:00am No one showed. After numerous attempts to reach out I finally got a call from a salesman telling me the install text was sent in error! How is that possible? Told him I have to cancel. He said I would have to pay another 10% penalty! Why? I want a refund please.
Business Response
Date: 05/01/2025
Once the contract is signed at the time of sale,it is automatically sent to the customer to their provided email. The installation appointment that was scheduled for 4/23 was scheduled in error, as we have only received the shower door and seat. The current *** for the remaining product is 5/1. Per the attached contract, the estimated start date from the time of sale was 5/12/25, and the estimated completion date was 7/12/25. At this time, we are still within the estimated time frame. The customer's request to cancel the contract was received outside of the 3-day right to cancel. Per section 22 of the additional terms and conditions, the customer is responsible for 33% of the contract price if they request to cancel outside of their three day rights.Customer Answer
Date: 05/07/2025
Complaint: 23242008
I am rejecting this response because: their start date for the project was not agreed to at the date of signing as we were leaving Florida on 5/2 to head back to **. We would never have agreed to their date of 5/12. Anything Jacuzzi put in their paperwork was on their computer and changed after the salesman left. He also took 10% -$1,599.00 - from an account I did not authorize and now Im being told I will have to pay a total of 33% as a penalty as I did not cancel soon enough. We definitely told the salesman we needed to have the job completed before the end of April. I got a txt message from ***** of Tundraland on 4/16 that the installers are arriving on 4/23 between 7:30-8:00. No one came, no one called. After numerous attempts to contact Jacuzzi I finally spoke to a salesman later that morning only to be told that the install text message was sent in error and my materials are not even in yet! I then had to cancel as he told me my job could not begin until May. I believe I am owed a refund of my deposit of $1,599.00 as Jacuzzi did not fulfill their end of the contract. I also did not receive a copy of the contract until May 1st, well after the agreed to start date and way too late to cancel within their 3 day cancellation date. It would have been impossible to cancel the job on my end as they assured me it would be completed by the end of April. Also the salesman even called someone at our meeting to confirm the parts would be available by our requested date.
Sincerely,
********* *****Business Response
Date: 05/07/2025
Jacuzzi contract and estimated time has not been altered. At this time, customer is cancelling contract outside of the recission time frame and refund has been deemed unwarrantedInitial Complaint
Date:11/19/2024
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.
On October 28th Jacuzzi remodeled a bathroom, removing the tub for a walk in shower. I was told to wait three days to use the shower. On November 6th, while wiping the grab bar with a paper towel to prevent water spots, the end cap came loose. I sent a photo to the installer **** and received a reply got it. After a day of no follow up, I text **** again and he said he was out of the country.I have yet to hear from anyone. Ive left messages and no follow up. I have additional issues with the shower. I lose water pressure if I want hot water. This was never an issue before. I spent $14K and although it looks nice, its shoddy workmanship and does not function as expected.Business Response
Date: 11/21/2024
Service was completed to customer's satisfaction on 11/21/2024.Customer Answer
Date: 11/21/2024
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.I am happy to report a technician came to the house today. The water pressure was resolved by removing the shower head and replacing my original shower head.
Its unfortunate that I needed to file a complaint in order to receive attention.
Sincerely,
**** ********Initial Complaint
Date:09/05/2023
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 reached out to various vendors to receive quotes for a bathroom remodel. The salesperson, *****, who continually told me how he is the best of the best, trying to close me, I told him that I wanted to approve any financing he was looking at since I wasn't sure how I wanted to pay, cash or credit. He told me that it would be a soft pull on my credit to determine my credit worthiness. I reiterated that as long as I had approval and it wasn't a hard pull on my credit, that it's fine for him to go ahead. I came to find out that he DID a hard pull on my credit without telling me in advance. I immediately cancelled EVERYTHING. Now, I've attempted to get this hard inquiry off of my credit and I'm unable to do so. WATCH out for slick salespeople at this company.Business Response
Date: 01/08/2024
Customer received and initialed a contract not a quote. Which means that the we were able to issue a charge for an account not soft pull on credit. The customer cancelled the contract 2 days later. There is no credit report to fix. This matter is resolved.Customer Answer
Date: 01/08/2024
Complaint: 20557478
I am rejecting this response because:the sales person is the one who told me it was a soft pull on my credit. The business and the sales rep are unethical.
Lying about what I was told and the contract was contingent on what interest rate they would get. When I saw the interest rate was too high, I cancelled everything.
Sincerely,
*****************************Business Response
Date: 01/09/2024
The initial soft pulls were done as sales person promised. However when a contract is signed the charges are no longer a soft pull for a quote. Customer received and initialed a contract not a quote. Which means that the we were able to issue a charge for an account not soft pull on credit. The customer cancelled the contract 2 days later. There is no credit report to fix. This matter is resolved.Customer Answer
Date: 01/10/2024
Complaint: 20557478
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
Date:09/05/2023
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 May 12,2023 My Husband and I signed a contract with Jacuzzi to replace my bathtub with a shower. I gave the a check for $6,190.00 for a 50 percent deposit. They said that are busy and the install would be about August 1, 2023. I would get a call to schedule the install in a few days. When they called they scheduled me for August 9, 2023. I received a call August 3,2023 to say there was a problem with permitting and they would have to reschedule for September 5, 2023. I checked with the ***************** and no permit had been applied for. On August 25, 2023 they called to cancel again and I told them I wanted someone to call me back today (august 25). They did not call back that day and have not heard from them yet. I called and had to leave a message 3 seperate times. I also called the salesman and left a message Today the salesmens phone is not valid.Business Response
Date: 01/08/2024
This matter has been resolved with the customer. After many discussions, customer allowed installation on 12/22/23.
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