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:03/29/2023

  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.

  We contacted Jacuzzi and they sent *********************************, a designer, to our home on 12-30-22. We decided on a shower remodel, made selections and paid $6807 (half of the total cost) up front using our **** card. Jacuzzi then made contact with Green *** to set up an installment plan for the remainder of the cost. We were given a tentative install date of 4-12-23. We received several call from various people asking if we had any questions, then got a call that said our shower components had arrived and were scheduled for the install to take place on 2-13-23. That morning the installers called and said someone transposed the dimensions of the pan and it would have to be remade. We have made arrangements with a local glass company to create a shower door for us since Jacuzzi doesnt include it in their price. The glass company will need to come do measurements after the shower is installed, leaving us without a door for about six weeks. They also asked that we make sure the shower install will have sufficient backing to support their door. I spoke to Jacuzzi about this and was told they thought that wouldnt be a problem! Ive since spoken to customer care asking for an update on the afore mentioned pan. I was told they should have received it by now and they would get back to me. They have not. I was also told that they are experiencing delays with their installs due to the recent snow storm. That didnt seem to be a problem when they sold us the shower. We had snow and ice at that time! I called today and spoke with another customer care person, *****, who was unable to answer any of my questions, but said she would forward my questions to her service department manager who would get back to me within 24 to 48 hours. We are very tired of getting the run around and at this point would just like to get our money back along with the interest that it has accrued. Our concern is that IF they do EVER install, they would not be available if anything goes wrong.

  

  Business Response

  Date: 04/27/2023

  This project was completed and installed on 4/11.

• Initial Complaint

  Date:03/25/2023

  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.

  We met with a salesman on 28Nov2022 to discuss a shower remodel. That day we signed a contract to provide services with a planned start date of 15Mar2023. It was communicated to us that the remodel would take 1 day to complete all required tasks of the project and it was highly likely they could schedule the install even sooner than the projected date. However, we noted that the planned date would work for us as I travel weekly and my partner is a shift worker and is scheduled out at least two months. To plan for the install, I blocked my calendar for work travel, and my partner scheduled the day. In preparation for the install, we were asked to remove any hardware in close proximity to the shower. On that day, we signed the contract with this company and financing for $19,800. In the 3 months leading up to the install date, Jacuzzi, called my partner biweekly to ask if we had any questions. Our main question was regarding the financing part, which we started paying on in January 2023. We are frustrated with this process because it was not relayed to us that we would start paying prior to the project being started. Jacuzzi told us that they would need part of the money to purchase the materials needed. As this was signed 3 months to the planned install, we have been paying on a nonexistent product for that long.On 14Mar2023 at 4:30pm, were were called to tell us that the install would not happen the next day. This last minute notification came after we had removed all the bathroom hardware, as well as scheduled our work schedules to accommodate the install. We were told that they would install the shower 21-22Mar2023. I called them and told them that they could not just schedule at their convenience. The next date that would work for us 04-05Apr was scheduled. This is a 3-week delay due to us having to again find a time that we can accommodate. Additionally, the 1-day install is now 2 days, which is not as promised.

  

  Business Response

  Date: 04/04/2023

  We have reached out to the customer multiple times and have not been able to get in touch with them. We look forward to them getting back to us so we can come up with a solution together.

  Customer Answer

  Date: 04/12/2023

  Hello,

  Thank you again for reaching out.  *********** contacted me after the complaint was made and the arranged install date was kept for 4/6-4/7.  I wanted to wait until the installation was complete to follow up on the resolution.  The installers completed most of the install, however, the shower doors which were ordered at the time of the order on 28Nov2022 are on backorder.  Therefore, the company left a shower curtain rod for our temporary use.  Although this is appreciated, this is a stand alone shower with a small lip that does not keep water from splashing out of the shower.  Additionally, the installers did not have the molding that is to be fit on the floor between the shower pan and floor.  The installers let me know that they would put in the ticket with their company to ensure this was complete.  These deficiencies were not noted when the company contacted me the week of the install.

   

  Additionally, per the comment that the company reached out multiple times without making contact; I have no record of the company trying to contact me prior to the one contact I had.  I do travel for work, so I may have missed a call(s) from the company, however at no time were there any voicemails left.  When I was called by the *** he did not state that any attempts were made.  

   

  Thank you,

  *****

• Initial Complaint

  Date:02/23/2023

  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.

  When I signed the contract the sales person told me the build is done within 1-2 days. My install started on Dec 20, 2022. It was not completed until February 16, 2023. During that time, part of the build was completed incorrectly requiring fixing. Instead of sending someone qualified to look and come up with a solution they said they had to rebuild the wall and order one of the walls again. I waited 3 weeks or more for that piece to come in while never receiving the promised call to tell me it arrived so I could arrange the install fix. Then a worker came on the day of the fix and said they didn't need to tear the wall down they just had to add a 2x4. So that was 3+ weeks wasted time. I had one week where I left multiple calls asking for the manager to call me back with no response. During the fix, they were still missing a part. I had to wait another couple of weeks possibly for the new part. When I called to complain they all of a sudden had the part and could come the next day to install it. The manager, *****, assured me they would work on compensation as my bathroom has been unusable during this time and I've had other contractors waiting and being constantly rescheduled because of this work. After the last fix, I got no call, so I had to call him. Then he said I would receive a call from the ** the next Monday (2/20). No call received. I called ***** again on 2/22 and he said the ** would call me the next day (2/23). It is after business hours now and I still have not received a call. I'm tired and fed up with this whole process and wish I had gone with another company. I'm spending over $15k on this shower and they tried to only offer me $250 then $500. That is insulting.

  Customer Answer

  Date: 02/28/2023

  Good afternoon, how can I update my complaint?  *********** in question has reached out to me and we have come to a resolution.
  
  Thank you,
  *************************
  

  
  

• Initial Complaint

  Date:11/24/2022

  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.

  Hired them to remodel two showers in my house. Agreed on the price as long as it will be done all in one day as advertised and as agreed upon. Many more visits later, month later. The caulking is not done as per request. This has held me up for a long time, if I knew this was gonna require so much of my involvement, I would have done it myself. I contacted them at least 5 times asking the sales team to get in touch with me. I am still yet to talk to anyone about this. I dont agree with the quality and price of service with a huge headache.

  

  Business Response

  Date: 01/25/2023

  We have talked with the customer and scheduled a service appointment for tomorrow to make sure the customer is satisfied with the final product.