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:05/27/2025

  Type:Order 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.

  Formal Complaint Against Jacuzzi ***************** Agreement Failure I am writing to formally submit a complaint against Jacuzzi for their failure to honor a promised service after receiving payment. Jacuzzi installed a shower insert in my home; however, within a few months, we encountered an issue where water was getting onto the floor, which we communicated to the company. In response, Jacuzzi agreed to modify the shower insert into a tub and charged us $1,500 for this service. Following our payment, we attempted to reach out to schedule the modification. After a month of waiting, during which we struggled to get responses, we were finally informed that Jacuzzi could no longer provide the agreed-upon service. Despite initially confirming their ability to complete the modification, they later rescinded their offer and refunded our payment. While I appreciate the refund, the real concern is the company's business practices. It is unacceptable for a business to agree to provide a service, take payment, hold onto that money for weeks, and later cancel the service, especially after failing to maintain proper communication with its customer. Additionally, when we originally purchased the shower insert, the sales consultant assured us that if we were not satisfied, the company would accommodate us.I am not filing this complaint for financial reimbursement; rather, I want to bring awareness to Jacuzzis handling of this situation and advocate for the resolution I was originally promised: a new shower insert with a tub, as per the initial commitment. I respectfully request that the Better Business Bureau review this matter and intervene to ensure Jacuzzi fulfills their obligations. Consumers should be able to trust that businesses will follow through on their commitments and provide clear, honest communication. Thank you for your time and assistance. I look forward to your response. Sincerely, ******* ******* and ***** *******

  

  Business Response

  Date: 05/30/2025

  Hello! Were sorry to hear that your experience didnt meet your expectations. Your feedback is valuable, and we would appreciate the opportunity to make things right. 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.  

  Customer Answer

  Date: 06/02/2025

  Dear ******,

  I appreciate Jacuzzis response acknowledging my concerns; however, I am wary that the resolution process will follow the same frustrating cycle I have experienced for the past year. Historically, I have been directed back and forth between the local Jacuzzi store and customer care, each instructing me to contact the other without delivering a true resolution.

  At this point, my expectation is not another round of communication between departments, but rather a clear, scheduled technician visit to fulfill the service that was originally promised. Jacuzzi took payment for the modification, held onto that payment for a month, and later refunded it without following through on the agreed service. This pattern of delayed action and retracted commitments is highly unprofessional and unacceptable.

  I kindly ask that the Better Business Bureau ensure Jacuzzi follows through on its commitment by scheduling a technician to complete the work directly, rather than continuing to redirect me through multiple customer service channels. A meaningful resolution should involve clear action, not an ongoing cycle of conversations without progress. 

  I thank you so much for your time, and I appreciate your assistance in holding Jacuzzi accountable.

   

  Sincerely, ******* *******

  

  Business Response

  Date: 06/05/2025

  Hello. Once again, we sincerely apologize for the inconvenience and frustration this situation has caused. We acknowledge there has been a breakdown in our previous communications with you, and we are committed to learning from this experience to improve our business practices moving forward. As part of our effort to resolve your case, our Senior Production Manager has reached out to you via email and is currently awaiting a call back to discuss a resolution. Thank you for your continued patience and understanding.

  Customer Answer

  Date: 06/06/2025

  Dear Better Business Bureau,  
  
  I appreciate Jacuzzis offer of a shower door as an alternative. However, my request remains for the bathtub installation that was originally promised to me and asked that Jacuzzi honored this.
  
  Throughout this process, I worked closely with a Jacuzzi representative who was fully aware that my shower installation had already been completed. Initially, this representative expressed uncertainty about whether the shower could be converted into a bathtub. After further review, they confirmed that the conversion was approved and proceeded to collect a payment of $1,500 from me for this service.  
  
  After submitting my payment, I was informed that Jacuzzi was gathering the necessary materials to complete the installation. However, weeks later, I was unexpectedly told that they could not proceed with the bathtub installation after all. It then took additional time for Jacuzzi to return my payment to me.  
  
  Given this sequence of events, I am requesting that Jacuzzi honor the commitment made by their representative to install the promised bathtub. This was not a misunderstanding - the individual working with me knew that the shower had already been installed and assured me that conversion to a bathtub was possible before taking my payment. While I appreciate the offered alternative, I am seeking fulfillment of the original agreement, as this bathtub is essential for my household. 
  
  I would greatly appreciate it if the Better Business Bureau ensures that Jacuzzi follows through with their commitment to install the promised bathtub, rather than offering an alternative that does not honor the original agreement..  
  
  Thank you for your time and assistance.  
  
  
  
  Sincerely,
  ******* Schwing 
  

  
  

  

  Business Response

  Date: 06/06/2025

  Hello! We understand your concerns. I will revert to our customer care team to further examine your case. We appreciate your understanding and patience as we try to resolve your concerns.

• Initial Complaint

  Date:06/24/2024

  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 12 2023, we met with a consultant about getting our bathroom remodel. We signed a contract to get the bathroom done in Feburary 15th, in the contract it says the latest would be end of Feburary. When ******** came, they said that the measurments were wrong so they had to come back. We didnt hear anything back for 2 weeks, then I contacted them and they said it must have fallen through the cracks. So they placed a panel order. It is June 24th, and they still have not scheduled a date to get the bathroom installed, nor gave us an update about the panel. The contract is invailed now I have emailed and called to get this sorted out and not recieve any email back.

  

  Business Response

  Date: 06/30/2024

  The customers complaints have been escalated to our customer care team. The customer care team will be reaching out shortly to discuss a resolution. 

  Customer Answer

  Date: 07/11/2024

   Hi ******, 
  I recently put in a claim about the Jacuzzi company, they had someone come out Friday 7/5 and the workers realized that the space wasn't ready to install. I was told the house isn't level so if they work on it and we level the house later the bathroom will need to be redone or I can level it out and then they can come back. This whole situation should have been figured out back in February, it's July. I noticed they did some plumbing, but I want to cancel my contract. This has been such a hassle and unorganized.
  
  Best,
  *************************
  

  
  

  

  Business Response

  Date: 07/19/2024

  The contract has been cancelled for this customer at no cost. This has been confirmed with a team member and the customer over the phone. 

  Customer Answer

  Date: 07/19/2024

   
  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:04/25/2024

  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.

  Scheduled shower install to replace tub/shower with Jacuzzi Bath Remodel on Oct 9, 2023; install dates Feb *****, 2024. Total cost $17,971 ($8,986 paid on Oct 9, balance financed via of Jacuzzi financer, ******* ***** Bank (GreenSky). Expensive but I believed Jacuzzi was a well known and trusted brand. Added removable nozzle, + $1879 Removal and install took place on dates scheduled. There was rushed review of completed shower due to the small space, the installers rush to leave, and I had an appointment. Later on the evening of Feb 20, while sitting on the toilet, I could see that the new sliding glass door was chipped on the edge. On further review, I saw multiple issues including the rubber barriers not staying in place, glass doors looked like they were angled on the grey base vs straight, the set door was level with metal wall fitting, the sliding glass door was not.I called Jacuzzi at 7am on Feb 21st and told the person who answered the phones that there were some big issues with the installation. When a service rep ******** got into the office, she started texting me about the problem. I was on my way to an appointment so I asked her to call me instead of texting. I told her the issues I saw and she scheduled a service appointment for a Jacuzzi Accessor to come out on Friday, Feb 23. A Jacuzzi Accessor came Feb 23, made a video call showing that person the problems with the shower. One wall and the doors would need to be replaced. On Feb 28 I received a text that Jacuzzi could do the replacement on March 11, but I had appointment, so they pushed it to March 14. On March 11 I received a text they had to bump me because sickness. Rescheduled for March 15. On March 14, I received notice they had a mixup in reordering the doors, would give me $500 discount.As of today, April 25, there has been no rescheduled date. No calls. Over 2 months and my shower is not complete. Overpriced, poor service and quality.

  

  Business Response

  Date: 05/10/2024

  The customers information has been sent to our customer care team to escalate the stated concern. 

• Initial Complaint

  Date:04/25/2024

  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.

  A purchase was made in March 2023 with Jacuzzi bath remodel of Portland with the understanding that after installation, which took place on June 6, 2023 that I would receive a vacation voucher from them, Destinations motivation vacation voucher.I was sent a link from Destination but never received the voucher from Jacuzzi bath of remodeling of Portland to utilize this incentive. I reached out to Destination motivation, and they also tried to contact Jacuzzi several times, with no success on my behalf. I contacted the designer that helped me on my bath remodeling, and she gave me a phone number to call. I spoke with ***********************, the manager of Jacuzzi on February 8 of this year 2024. *********************** told me that they were sending the voucher the next day. When I called back that same week, she then explained to me that it would *********** to 8 weeks to receive the voucher. It is now April 23rd 2024 with no end or resolution.

  

  Business Response

  Date: 05/10/2024

  The customers information has been sent to the customer care team to escalate the stated concern. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21617305
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/25/2024

  Type:Customer Service 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.

  Did not deliver on what was sold.The install of the remodel went OK. I was promised a vacation cruise as part of my purchase. Attempts to use the "coupon" has resulted in **************, no response and excuses when someone does answer.Jacuzzi teamed up with a cruise deal to make sales. it seems nobody is interested in honoring this deal. Travel agency says Jacuzzi is holding up approval. Jacuzzi says agency is 3rd party and they have no control. I am the customer stuck between 2 companies that point fingers to the other and not getting what I was promised. Jacuzzi made the sale, they got benefit from the offer. Jacuzzi is responsible to make things right.

  

  Business Response

  Date: 03/12/2024

  The customer has been resent the voucher information as of 03/12/2024.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21343333
  
  I am rejecting this response because:

  I already have the voucher number and this was submitted along time ago. This is clearly known as it is written on the form I filled in and attached to this complaint. Resending me the number I already have is not helping.

  I will again, waste my time to re-submit my request but now I have scheduling problems. I work for a living and my job requires I  plan ahead 6 month schedule. So the window of opportunity will now move to next year or create a huge problem with my employer to reschedule work we already planned. Also, the requested time for my choice cruise has been past confirmation time for the travel agency. This delay in having to complain to get some result is unfortunate. Hopefully the voucher will be good to use for next year or it will go to waste.

  I'm still upset because here I go again, Putting my profession on pause to be a "go between" for 2 companies that promised me they worked together. While I hope it will work out, I feel and predict I will spend time frustrated going back and forth to get the same finger poi9nting answer. Jacuzzi and ********************** travel have both made me feel my time is not valuable to them.

  I have taken the steps to re-submit the voucher. Only time can tell if this will have positive results.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service 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.

  Hi,I signed a Jacuzzi bath remodel contract and 01/31 and called customer service and cancelled it on 02/02 which was within 3 days of cooling cancellation window. The customer service acknowledged the cancellation and told me to expect a call from Portland sales manager "****" to confirm the cancellation.I have not heard from **** or anyone else from the office yet. I am trying to call customer service everyday to reach to him but every time they say that **** will call you back and there is nothing else they can do from their side. Its been almost a week now. Even though the contract is under cancellation and customer service told me no further payment will be deducted, the business still processed the scheduled payment on 02/07 after my cancellation request on 02/02. This is not acceptable.I am expecting the business to confirm the cancellation ASAP.Thank you.

  

  Business Response

  Date: 03/11/2024

  This customer's project has been cancelled and should not receive anymore unwanted/recurring charges. 

• Initial Complaint

  Date:02/06/2024

  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.

  In August of 2023, I paid 50% down on an estimate to remodel our bathroom at our residence. Jacuzzi Bath Remodel continually called to cancel the work because they continually had either a problem with the installation, they needed to order a special part, or because they put other clients ahead of me. I paid them half down for the job estimate, in which i wrote them a personal check for $8,000.00. After they cancelled the install date for about the 4th or 5th time, I called them up and told them to cancel the order and to give my money back. I never received a call, so i called a number they gave me but they still did not call me back. They told me from the start that i could get my money back in full. By Jan. 23, ****, (11 days ago)- i had a consumer advocate call them for me. The business answered on the first ring. After speaking with the senior sales manager, My advocate told me the senior sales manager will send me a check PROMPTLY, and 'expedite' my refund for the full amount i paid. with a written check sent to my home address in the mail. IT has been 11 days, still no check. **** kept my money for over 7 months, never responding to my messages. I am an 88 year old man with heart is***s, and my wife has kidney failure and i have had to keep her alive for the past year. This incident has taken a great toll upon both of us, stressfully, emotionally. If they do not refund my money within 7 days i will hire my attorney and *** them for damages beyond just the monetary recovery. I will have them pay for stress, health problems from that stress, and for all the time i spent calling and calling while they took $8000.00 of my Social Security money and never did a lick of work, nor did they even contact me at home, to promptly refund my money. They told my advocate that they: "tried to call me back again and again". but they are not telling the truth, and my telephone bill detail can prove it! I just want my $8000.00 back so this nightmare can end.

  Customer Answer

  Date: 02/22/2024

  Dear ******, 
  On behalf of ************************************ with the assistance of myself 
  ( ************************* ) as his acting advocate, we would like to inform you that Case # ********, has been resolved to ********************** satisfaction. Since this is acting as official notice, I will provide the following specifics: The requested amount of reimbursement was timely deposited electronically into Mr. ******** Account. 
  *He has printed records of the transaction with his bank. 
  *He has requested that i remit this electronic notice to the BBB.
  *I contacted Mr. ****************** the senior sales manager and CEO of Jacuzzi Bath Remodel of Portland-and expressed my gratitude for his actions to quickly resolve the dispute. Thank you for your efforts. Yours Truly, 
  ************************************
  1930 *************
  Portland, Or. 97214       
  And
  *************************
  *****************************.
  Apartment D-230
  *******, ** 85028
                    
  

  
  

• Initial Complaint

  Date:10/17/2023

  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.

  No follow up calls to resolve many issues. Damage to my front door, poor calking job, crooked cuts. wrong hardware, shower curtain we had to hang it and it's not right.

  

  Business Response

  Date: 12/05/2023

  We are working together with the customer to ***** him financial compensation. 

• Initial Complaint

  Date:07/13/2023

  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 04/04/22 met w/*********************, customer care rep to discuss bath **********************. Agree on the project w/a total cost of ********* and a deposit of ********. Several weeks later (unsure of exact date) an installer (Gage) came for install and after the 2nd day, informed us he would return the following week. (so much for the 1-2 day install!) After he left for the day, inspected the work and found several issues: Gouges in floor, **************** Contacted Jacuzzi and expressed my displeasure and advised them that they needed to send someone to remove everything and cancel contract. Received a call from a install supervisor (unsure of name) who stated he would send someone to look at it. 2nd person (*******) showed up and stated that he would remove everything and that he would repair all issue and make it right. Agreed to have the re-do done and after several weeks he returned to remove everything and started to re-do the install, which took place over the course of several weeks (again, so much for the 1-2 day remodel!)After he was completed. we still didn't have a bench seat install, which was part of the original project and I informed ******* that I still wasn't pleased with the overall install and that there still wasn't the bench installed. ******* stated that he would pass on info and that I would receive a call from someone, which I didn't. Over the course of the next several months I contacted Jacuzzi for an update and resolution and each time was told that someone would contact me, which never happened. Late June 2023, i received a call from *** w/Jacuzzi finance who was looking to get project paid for. I informed him that the project was not complete and relayed all of the above to him. He told me that he was sending 2 different emails to managers and that I would get a call back and would have someone respond to look at the bathroom. Again, no call from anyone. Received voicemail from *** on 7/7, left him a V/M on 7/10 and have not received a call.

  Customer Answer

  Date: 08/03/2023

  FYI: I received an email from *****************************, Service Coordinator Lead with Jacuzzi Bath, on Tue 8/1.  The following is the email I received:  "I am Kailee form (sp) Jacuzzi Bath Remodel.  We have received your bench and we are able to install your bench.  Would you be available next week for us to do your service?  Please let me know." 

  *****************************
  Service Coordinator Lead
  Phone
  **************
  Jacuzzi Bath Remodel of Portland
  ******************************************************

  This is an interesting email since none of the other issues are mentioned, such as the floor, walls and unfinished work, also because this bench was part of the original order from April 2022, well over a year ago.  It would seem that the complaint I filed has got their attention, but again, none of the other issues are being addressed.  I have not responded to her and quite honestly I don't really have an interest in doing so since Jacuzzi doesn't seem to want to deal with the biggest part of the complaint, such as,  the time that has passed, (referring to the 1-2 day completion that they presented), the replacement of the floor, fixing the many other issues caused by the installer, etc.

  I'm looking for any other suggestions from you as to how to proceed.

  Thank you for your time

  *********************;

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

   

  

  Business Response

  Date: 08/10/2023

  Bench seat has been ordered and was put on rush order.

  Customer Answer

  Date: 08/24/2023

  Re: Complaint ID ********     First I need to apologize for the delayed response, concerning an answer from BBB I received on 8/17.  I had yet another call into Jacuzzi on 8/14 and was waiting for someone to contact me. I wanted to give them a few days to contact me, which they never did, before I responded to your response.  Basically, this is still not resolved as no one has contacted me in response to my calls.  I did speak with **** at Jacuzzi today and went over the concerns, as stated in the complaint and he "assured" me that someone (a manager) would come to the house on Monday 8/21 to look at the project and all of the issues.  I guess, at this point, we need to wait to see if someone does indeed come to look at the project.  

  Thank you

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

  Customer Answer

  Date: 08/28/2023

  First, I entered the wrong date, in my latest message that someone was scheduled to come to the home to look at the project.  The correct date should be Monday, August 28th.  A manager with Jacuzzi did show up to look at the project.  He seen all of the issues as stated in the original complaint and agreed that there were issues with the installation.  We had a discussion, came to a mutual agreement on fixing the problems, he did offer a discount for the floor, as well as, the inconveniences we experienced and set-up a date for someone to come fix the issues.  I advised him that if they fixed everything that he mentioned and would guarantee the work, that was all we were looking for and I would advise BBB that the issue was resolved.  

  Thank you

  

  Business Response

  Date: 09/13/2023

  Issue has been resolved resulting in a happy customer.

• Initial Complaint

  Date:05/22/2023

  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.

  On Feb 21,2023 I signed a contract and provided a $10,000 deposit for a shower remodel. I was given and install date of 5/21/23. At the time I was in the process of scheduling knew surgery. I delayed the surgery in order to have the shower in stalled for my safety.The install date has been moved three time and is no scheduled for June 13/14 well after my surgery.I still want the shower remodel but am very frustrated with all the delays particularly because of the safety factors,.

  

  Business Response

  Date: 06/23/2023

  The shower was installed on 6/14. The estimated completion date on the contract is 6/21 so we met our contractual obligation for a finish date. It is unfortunate that we had to reschedule multiple times, but we fulfilled our portion of the agreement.

  Customer Answer

  Date: 06/24/2023

   
  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.
  
  Sincerely,
  
  ***************************