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:03/27/2025

  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 were sold a walk in shower that I was supposed to be able to get my handicapped wife's patient lift into so I could set her on a shower chair and she could bathe. The patient lift will not go up over the ramp into the shower with my wife in it. I complained to the company about this and they suggested I ger bigger wheels for the lift and the offered to take $250 off my install financing but the quote I got for the bigger wheels was over $800 so I told them that their offer of #$250 was not good enough. We explained all the issues we needed addressed when the shower salesman was in our home. He seemed to understand and assured us this option would work for my wife. She has yet to be able to take a shower and the company stopped talking to me about it. All I want is for the shower I was sold to work for my wife as promised whatever they have to do to make it accessible for her.

  

  Business Response

  Date: 04/01/2025

  Hello! We apologize for any inconvenience caused and understand your frustration. Your satisfaction is important to us. We would appreciate the opportunity to work on an agreeable resolution for you and your wife. I have escalated the matter to our customer care team and they will be in contact with you to better understand how we can make things right. 

• Initial Complaint

  Date:08/30/2024

  Type:Delivery 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 received emails from the business representing themselves as Jacuzzi Bath Remodel Estimates, I unsubscribed to their emails no less than 6 times and continue to get their emails. I understand this is against the law and is harassment. Additionally, I understand there are penalties to this ongoing activity. Please contact them at their email address *************************** and have them cease all future emails as they have not taken me off their list.

  

  Business Response

  Date: 09/03/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the continued receipt of our emails, despite your attempts to unsubscribe. This is not the experience we aim to provide, and we understand how this can be bothersome. Please be assured that we take your concerns seriously and are investigating this issue to ensure that your email address is removed from our list promptly. We will also review our procedures to prevent this from happening again in the future. In the meantime, I will personally ensure that our team takes immediate action to address your request. If you have any further concerns or require additional assistance, please feel free to reach out directly ***********************************

• Initial Complaint

  Date:08/12/2024

  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.

  Job began 7/22/24 Job completed 7/24/24 Job cost right under $20k Jacuzzi person came to inspect 8/6/24 after multiple requests.Multiple pictures sent to them right after job and sent to ****** at ************* before person came.*Shower ********************** Multiple issues: was suppose to be seamless on shower walls ( as their commercials advertise). We were advised when install was already in progress will be a seam as we don't make the walls this wide and we don't make them as tall as you need so will be a,seam on width and molding across to meld 2 pieces together completing the top. Moldings across are not level and shower is covered in ridiculous amount of caulking as all you see at first glance. Damaged our ceiling with cuts, our walls on side ( bored into drywall of adjoining closet and left hole), shower seat has cuts under seat overhang as well as on side by shower door. Shower door was not what we were led to believe it would be. No handle on one side so must use your finger to slide open. Danger of water shooting out onto floor and they claim nothing they can do or are willing to do. Electrical outlet was not moved as was to be so cut plate to fit back where it was. Baseboard cut short and caulked in between visually showing how short it was left and first thing you see walking in to bathroom. Grab bar installed Uneven. Shower window has a Crack on the material they installed around glass and they did not bother to clean up at window. Incredible amounts of caulking on shower inserts where you put your bottles, etc. Porcelain tile on floor was completely broke but was told well its fully covered by shower base so not visible. Shower drain is not draining and water builds as taking a shower ( we NEVER had this issue until Jacuzzi touched it). Job financed with ******** and paid off $7900 with near 10k left but under formal complaint and dispute with them. They are advised of situation. Seeking full refund at this point as they cannot even call us back as requested

  

  Business Response

  Date: 08/14/2024

  The customer was contacted yesterday 8/13 to move forward with a full redo of his project. 

• Initial Complaint

  Date:08/07/2024

  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.

  I had an open complaint on this business for the constant email/ mail barrage and asked (via email, phone) multiple times for them to cease with the spam and harassment. The business said they would and today as of 8/7/2024 they have started spamming my email with their advertisements AGAIN. Not even a DAY went by before they started again. I am done and they will be hearing from my lawyer on this !!!

  

  Business Response

  Date: 08/12/2024

  Im truly sorry to hear about the frustration youve experienced with our communications. We take your concerns very seriously, and I apologize for any inconvenience our emails and mailings have caused. I want to assure you that we are committed to resolving this matter swiftly. I will personally investigate why our communications continued despite your requests to stop. We aim to ensure that your preferences are respected and to prevent this issue from recurring. 

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22107848
  
  I am rejecting this response because: your company is STILL sending unwanted emails and calls. If this does not cease I will be seeking legal action. It is harassment. Period. 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 08/23/2024

  Our customer care leadership team has reviewed your information and confirmed that your number is not associated with any records in our system. Additionally, we do not service/have any dealers that cover the area to which your phone number is registered. We sincerely apologize for any inconvenience caused by the phone calls and emails you have received. Please be assured that we will continue to investigate this matter further. If you would like to forward an example of one of the emails you received to ********************************,wed be happy to try to help you identify the source. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22107848
  
  I am rejecting this response because:

  This is a lie.  I have received calls and I am STILL recieving emails from YOU even after I demanded to cease. I am NOT interested! At all! I have spoken with an attorney and we do HAVE all information. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:03/25/2024

  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.

  I had a sales person come out to my home and give me a quote on a shower remodel. A few days later I was told that I wasnt approved for the remodel, but they had already taken a down payment for the remodel from me. The same day they told me I wasnt going to be able to do the remodel I asked for a refund of my Deposit. It has been a month since this incident and I have still yet to receive my deposit. I have been told time and time again that it is in the mail and now I believe that I am being lied to.

  

  Business Response

  Date: 04/20/2024

  The project was canceled and the deposit is being refunded. Will follow up with a phone call to customer to ensure the deposit is received. 

• Initial Complaint

  Date:02/11/2024

  Type:Order 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 have been trying to cancel a contract which my wife and I agreed to on 1-22-24 with a company representative in our home. We agreed to a price of $17,500.00 with payment being ************************************************************************************************************************* the mail from their lender ******** that stated the amount financed was $22,500.00 for 84 months at an interest rate of *****%. We did not agree to this. I started trying to call the two numbers that were provided to me and all I could do was leave voicemails which were never returned. My wife found another number on internet so I called that number and finally got through to a person named ******. He said he would cancel my order in the company portal and someone would be in touch with me in a couple of days. A week later I called back and spoke with ****** again, he told me the same thing as before. On 2-9-24 **** called me and said he wanted to explain the payment terms, and I told him I just wanted to cancel the order. He said I would have to pay them $5,750.00 to cancel the order, because it was beyond the 3 day grace ******* I told him this was not mentioned to me, and it was not my fault that they would not respond to my numerous attempts to reach them by phone and email. We I was finally able to speak to a live person they all said they were short staffed in customer service. They gave me an installation date of 3-26-24 so I feel confident they have not worked on this order. It is the company's fault that they did not respond to my numerous attempts to reach them to cancel the order after I became aware that they were deceiving me. I intend to pay this company nothing.

  

  Business Response

  Date: 03/11/2024

  This project has been canceled and refunded on 2/13/2024 and a confirmation of this was sent to the customer on 2/15/2024.
  
  
  

  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 is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2023

  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.

  We booked a shower remodel/installation with this company using ******* We received a quote for approx $14,000 with applicable discounts that brought the total down to $11,000. We signed to agree to this quote. The quote showed it was for all materials, labor, etc. We also agreed to use their financing which was 12 months no interest if paid if full. We had the install done and it was great. No issues with the shower. We received our first bill and it shows we were billed the $14,000. We tried to follow up with the local company and received no response. I called the ************* for ********************** and was told that the $14,000 was correct. They admitted they had the original quote that was for $11,000, but because we went through ****** they had to add $3,000 back in so "they can make money too". So basically, they took all of the discounts back. They refused to do refund us that amount and said we agreed to the 14K.

  

  Business Response

  Date: 06/30/2023

  Our contract states that the price of the project is 14,000. 

• Initial Complaint

  Date:05/03/2023

  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.

  Long story short (contact me for more details), I had Jacuzzi through ****** came out for a shower quote. The sales manager, *************************, told my mom (who lives with me) and me that the company makes them put 12 weeks for the install date, but here in Georgia its NEVER that long. He said it would be just a couple of weeks, which was one of the reasons I was willing to go with them. He emphasized this point multiple times!I have called multiple times, texted, & emailed with ZERO response. I called the office number and have spoken with 3 people who told me I was lied to, and they would have someone call me back. No one has. I asked what the restocking fee is to cancel, and no one will tell me.When ************************* of Jacuzzi was at my house, I was on the phone to verifying the order, and they read the date, which wasnt the date the sales manager said was accurate, and he winked at me and did the little shush sign with his pointer finger, which now looking back should have been a red flag. I didnt realize it then, but either way, he intentionally lied to my mom and me. The first person I spoke with from the office said the tray/base is custom and that ALWAYS takes longer and he knew that.************************* made a big deal about how hard it is to get ****** to approve a vendor, so we should trust Jacuzzi. I believed him because of the ****** name.I would like to cancel, and I dont think its right that I should pay a restocking fee at this point based on principle and integrity since I was intentionally lied to and the company refuses to answer my questions or even contact me back.

  

  Business Response

  Date: 05/23/2023

  After our general manger reached out to the customer directly, we were able to get an appointment set for installation and her new system was installed this week resulting in a happy customer. 

• Initial Complaint

  Date:02/14/2023

  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.

  ******* and ***************************,had many call from Jacuzzi bath and remodel, prior to the work being done. We asked the same question and got the same answer.. The work was never done.. If we have known they could not do the work,we would never have contact them..On 2-7-23 we spoke to *************** in regards to the work, she she would talk to hire management and they will give us a call. No one has contact us as of yet February the 14th 2023. At this time me and my wife just want to work completed that's it thank you very much

  

  Business Response

  Date: 03/06/2023

  We have called the number that was provided and we continue getting a busy tone. We have tried a few different times and still cannot get through. Our number one goal is to have happy customers so please call us back at your convenience or provide a working phone number so we can find a solution. 

• Initial Complaint

  Date:12/20/2022

  Type:Sales and Advertising 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.

  Sales misleading

  

  Business Response

  Date: 01/19/2023

  Our number one goal is to give our customers a great experience from start to finish. It is important to us that the customer is happy, so we reached out to the customer multiple times to work together in finding a solution. We are waiting to hear back from the customer.