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Business Profile

Hot Tubs and Spas

Jacuzzi Hot Tubs of Southeastern PA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tubs and Spas.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/21/2023

    Type:Service or Repair 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.
    I had a really bad experience with these guys , and I should have listened to others that have dealt with them in the past. First of all don't expect a call or email to resolve an issue, I tried for weeks and got ignored. once they have your money you're no longer their problem.management does not follow through to resolve issues, I'm surprised that the main office at jacuzzi lets this happen since its a direct reflection on them.when they came to deliver the hot tub the side panels were damaged and the delivery crew damaged my composite deck , even when I said they had loose bolts under the tub one of the installers exclaimed they new what they were doing. the professionalism wasn't there and the profanity flew every few minutes. I documented everything with videos and pics but jacuzzi tucked their tales hid, and finally said it wasn't their problem. So take this as a warning don't expect help from the mess they make. My option , avoid *************************** or his brother ************************* that manage the business. If anyone needs more information on what happened I'll be glade to share and also recommend the competition across the street

  • Initial Complaint

    Date:01/16/2023

    Type:Delivery 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.
    To Whom this May Concern, My wife and I purchased a ***** **** **** hottub from Jacuzzi Hot Tubs of Southeastern PA on 5-22-22. We were happy with the purchase process. Along with the model of hot tub, the purchase agreement references a Serial Number and Shell Color. Delivery for the hot tub was established within a few days of the purchase date. Delivery of the hot tub was delayed on multiple occassions due to poor scheduling on the part of Jacuzzi Hot Tubs of Southeaster PA. My wife committed herself to very open delivery timeframes which were missed on multiple occassions. Excuses such as...the hot tub is missing...our trailer is damaged...were given to us. Once the hot tub was finally delivered...we discovered that the serial number and shell color were not consistent with the contract. Also, the two head rests would not stay connected. The contractors delivering the hot tub recognized that the head rests would not stay and told us to call for service department. We questioned the wrong serial number and shell color and were ensured that the serial number was not important and so our contract was altered to the new serial number. We accepted the wrong shell color. To date...the head rests will not stay connected and we have been told that these are not covered under the warranty after multiple committments to have them corrected. We were also told that they would provide a years worth of chemicals for the poor experience which has not happened as of today. All of this has lead to a very unsatisfactory experience for us and we feel as though the delivery to warranty process has taken full advantage of us. We would appreciate any help the BBB can provide in resolving these issues. Thank you! ***** and ***********************

  • Initial Complaint

    Date:10/18/2022

    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.
    I purchased a ****** ***** Spa in August of 2022 and and with 30 days the smart touch control panel has failed. I have contacted the sales department, service department and manufacturer and am unable to obtain service. I would like them to repair, replace or refund my full purchase price of $13,000.

  • Initial Complaint

    Date:05/30/2022

    Type:Product 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.
    After waiting over a year, finally got our hot tub. Two months later, it is not operating. When we called the store we were brushed off blaming our electrician. After research, it appears it is likely due to a known issue with the thermostat. Further, our electrician came out to verify all connections and to rule out electrical issues. Three weeks later and we still can not get Jacuzzi to commit to a scheduled service date and they have been unresponsive to our calls and emails requesting an update. We spent of $20,000 on a unit that is not functioning and useless to us.

    Business Response

    Date: 06/24/2022

    This issue has been resolved. On May 23, 2022 our service technician performed a complete diagnosis  on the consumer’s hot tub. We found a watchdog error on the control board and replaced the  temperature sensor. The hot tub was performing completely normal as a result of this service call. 
    The consumer has not contacted us for any other issues. 
    Please consider this situation completely resolved. 
    Management

     

Jacuzzi Hot Tubs of Southeastern PA is NOT a BBB Accredited Business.

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