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Business Profile

Spa

Jacuzzi

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:10/02/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 made appointment with the company after responding to a TV commercial for a shower insulation. They sent a salesman to my house. I purchased an insulation. Paid about $4000 down payment on an approximately $13000 dollar order. The salesman said it would be approximately 12 weeks for the installation. It has been 17 weeks since that day. I call for updates. I have called several different numbers. The tell me they will put in on high priority and some one will contact me. They never call back. I have called every number I can find on the TV and on the website. I called one number one evening and was told to call back next morning at 11 oclock. If I dont get a call back before then from the supervisor. She claimed she left the supervisor a message. This contact was located In ************. I called back the same number the next morning and asked for *** the supervisor as instructed. The person who answered the phone stated that nobody by that name works in the office. Come to find out calling the same number hooked me up to a completely different office. This office is located in ********, **. I have tried call Jacuzzi main phone numbers I found on the internet. No answer after several trys at several extensions. Waited on hold for approximately 30 minutes. The commercial is still showed several times each evening. They claim to install a new shower in one day. I do not believe 17 weeks is the same as one day.Thank you.

  • Initial Complaint

    Date:04/30/2024

    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.
    On 3/27/24, we contacted the warranty department regarding a damaged product.Our case number is ********. We received an email from *********************** on 4/3/24 to confirm if there was access to the affected area for repair. We confirmed right away that there was access.We didn't hear back from anyone and continued trying to reach out to *****. On 4/11 ***** responded via email that she would be in contact with us soon. It is now 4/30 and we have not heard back. I have left ***** 4 voicemails and 7 emails that have been completely unanswered.I spoke to *********************, the ***************** Specialist, and explained the situation. He said I can keep trying to call/email her or try contacting his manager, ***********************. I have called and left 3 voicemails to ****** with no response. I called **** again, and he gave me assistant CEO's ********************* phone number. I have left her 2 voicemails with no response. We paid $4,558.38 for this damaged tub. We are currently renting an apartment with a 3-month-old and 2-year-old. Because of this situation we cannot move back into our home and will have to continue losing money on rent. It has been over one month, and no one has helped us or even cared to return any of our calls. We have only received 1 email response from 1 person, *****, and that was just to say she will be in touch soon. We are incredibly disappointed and distraught as this has affected our family and living situation directly. I have a history of the unanswered email chain I can forward, if needed.

Jacuzzi is NOT a BBB Accredited Business.

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