ComplaintsforAquatic Home Living Ontario Inc. O/A Wellness Shop

• Initial Complaint

  23/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the hot tub on January 20, 2022 I purchased the hot tub in the amount of $15,876.50 They committed to provide me a "white glove" delivery service for a used hot tub that was on a trade in cycle through a program they have. The dispute started when they drove the forklift through the bottom of the hot tub prior to delivery. I had two choices. Wait for the part to come in (they quoted 6-8mths due to Covid) they would replace it and then deliver the hot tub. Or deliver the hot tub damaged and when the replacement came in schedule a service call to replace. I choose the second option and had them deliver it. Once the part came in, we scheduled a service. I drained the hot tub and disconnected the electrical. They came out tipped the hot tub on its side, removed the bottom pan and replace that bottom pan with the new one. I filled the tub and reconnected the electrical. After a couple weeks I noticed the water levels dropping. I didn't think anything of it and topped off the water levels. Couple more weeks go buy same thing. I thought at this point maybe it was a loose cover and steam was getting out. Again, I would top it up with water levels would drop. I then removed all panels to check all sides of the tub for a leak. There were no visible signs of a leak. After months of this leaking and filling up the tub I noticed water continually around the tub on the outside. It was at this point I was able to confirm that there was a leak internally because the lower pan had filled up with water. It was at this point that I knew that when they tipped the tub and placed it back that they had either cracked the fiberglass or one of the seals. I reached out to the service team to schedule an inspection I explained all this to the Tech that completed the work. In his report he noted all the same things that I had mention and put in his notes that the customer would need to continue to monitor. I reached out to service an explained this was an unacceptable fix leading into the winter months with a leak. After a month of back and forth it was determined that they would have to ship it back to their warehouse for further investigation. I've run out of characters to i can further explain later.

  Business response

  30/11/2023

  Dear Better Business Bureau,
  
  Thank you for your notice and for bringing this to our attention. We are more than happy to provide more information on this situation to assist the client on the next steps. We appreciate your time and consideration in this matter.
  
  ******* contacted our team on or around January 17, 2022, expressing his interest in a hot tub. On January 19, 2022, ******* received his sales proposal and used a credit card to put a deposit of $1000 down for his certified pre-owned ******* ****. At this time, his credit card would have been added to our system to process the deposit payment. Credit cards added to the system are removed upon request by clients. The spa was to be delivered to his property in early February, at which time a bank draft would be collected for the remaining $14.876.50.  
  
  The "White Glove" service offered at the time of sale for our client pertains to preparing and delivering one of our wellness products, such as coordinating electrical contractors and delivery partners based on the client's needs. ******* opted to use our delivery partner to deliver the spa to his home; however, he did not use one of our ESA-certified electrical partners. 
  
  Before arranging to have the spa delivered, the team at our warehouse had moved the spa within the warehouse. Unfortunately, the base pan of the spa ******* purchased sustained minor damage during this process. The base pan sits between the spa and the ground and offers a layer of insulation to limit the intrusion of cold air and to prevent water from entering the bottom of the spa. 
  
  The client was contacted by the Store Lead at our Barrie location and was provided with two options. 
  
  The first option was to delay delivery until the base pan could be replaced. Due to the COVID-19 pandemic, supply chains were severely impacted, and lead times for replacement parts became extremely unpredictable. At this time, the client was quoted an estimated wait of 6-8 months for the base pan to arrive at our warehouse and for the repair to be completed. The second option presented to ******* was to take delivery of his recently purchased spa as scheduled, and the repair would be completed at his home once the replacement base pan had arrived, as it was ordered by our team as soon as it was accidentally damaged. 
  
  ******* opted to take delivery as scheduled; his certified pre-owned 2018 ******* **** was installed on January 25, 2022. The replacement base pan arrived in the summer of 2022, and *******'s repair was scheduled for June 14, 2022. In order for a base pan to be replaced, the hot tub must be drained and disconnected from electricity, as the tub is flipped on its side on site. The team arrived and completed the required repairs; the client reconnected his spa on his own as he did not use one of our electrical partners during his initial installation in January 2022. 
  
  The client contacted our Customer Care team in December 2022 to have a diagnostic appointment completed due to an issue with an FL2 error; our technician attended and determined there was an issue with a flow switch, which was ultimately replaced under warranty. 
  
  Upon review of the recorded phone call from this booking, there was no mention from the client regarding a concern with a leak of any size in the spa in December 2022, which was the first contact the client had with our team after the base pan was replaced in June 2022. The client was also informed that, per our booking policy, a pre-authorization was completed to secure the booking using the card that was added to the system when the deposit was processed. The client was aware a pre-authorization would occur and advised the last 4 digits on the card; he did not question how the card was already in the system and had no other questions, nor did he request the card be removed from the system. 
  
  ******* contacted the team again on July 6, 2023, advising that he believed there was a small leak in his spa; he was not able to determine how much water was being lost in a given time period but did advise there was some water pooling in the base pan.  The credit card on file was pre-authorized once again to secure the booking; there were no questions or concerns regarding the credit card being on file after the last four digits were advised to the client. An appointment was booked for later in the month, and our technician attended to complete his assessment on-site on July 17. Unfortunately, our technician was unable to source the leak on-site. The technician reached out to our team of technicians to determine if any repairs could be completed in the field; however, it was determined that a warehouse repair would be required. 
  
  Warehouse repairs require removing the spa from the customer's property and returning it to our warehouse for further diagnosis and repairs. While the parts and labour associated with the repairs to the client's spa would be covered under warranty, the associated fee to have the spa moved from his property to our warehouse was not covered under warranty. The stipulation regarding the client's responsibility for the costs associated with moving the spa to a repair facility is outlined in the warranty information provided in *******'s signed sales proposal. The Warranty information found in the signed sales proposal reads:
  
  In the event that the spa is removed to a repair facility for repair and reinstalled, the cost of removal and reinstallation will be your responsibility as the spa owner.
  
  ******* was informed of the associated fee of $1400 + HST for the transportation of his spa on August 2, 2023, via email. He called our Customer Care team on August 11 requesting more information regarding what the fee covered, at which time the Customer Care team reached out to our Service Manager. She followed up with the client on the next business day, August 14. They discussed a discounted rate of $1100 + HST, which ******* refused at the time. Our Service Manager followed up with our Director of Service to see if anything else could be done; he advised that the discounted rate of $1100 + HST was final. ******* was informed of this on August 23 and advised our team to book the appointment to have the spa picked up. 
  
  The appointment to have the spa picked up from his home was scheduled for September 5, 2023; however, due to reasons beyond our control, it had to be rescheduled to September 19. Although it is noted in the original email on August 2, payment was not taken for the spa's pick-up for *******'s repair. The repairs were completed, and ******* was informed his spa's repairs were completed on September 16 and that the spa would be returned to his property on October 17. 
  
  As the team was processing invoices for the warranty claim for *******'s repair, the team noted that the confirmed required payment that ******* was notified of on August 23 was not processed. As the client was aware, it should have been processed before the spa was picked up on September 19. Our Service Manager reached out and advised the client that the payment would be taken using the card on file for $1243.00, the same credit card used to process the pre-authorizations to secure appointments in the past that the team had verified with ******* over the phone multiple times. 
  
  A few hours later, the client reached out and requested a refund for the payment; however, it was clearly indicated to the client that payment would be taken for the transportation costs associated with his warehouse repair. At this time, he also reached out to request the credit card be removed from the account. 
  
  There were a few items that raised concerns for the client after the spa was returned, namely cover clips and the clips securing a skimmer shield to the spa had broken, so the team had made arrangements to have a technician attend to complete these repairs at no cost to the client. That said, a credit card must be on file for all appointments booked with the team.
  
  At this time, the team reiterated that the charge for the transportation costs is valid and that the credit card would need to remain on file until after the service appointment is completed. The Customer Care team has offered to follow up with the client after the appointment to ensure everything has been repaired to his satisfaction and to remove the credit card at that time. 
  
  The client currently has an appointment scheduled on December 12, 2023, to have the skimmer shield clips and cover clips replaced after being ordered by the team in November 2023. 
  
  Sincerely,
  Jacuzzi Ontario

  Customer response

  01/12/2023

  
  Complaint: ********

  
  I am rejecting this response because: while I do agree with the majority of what has been captured and written in their response. I still feel the need to correct them again when they state they provided me a “discount”. The service that was originally quoted for $1,400 was to disconnect/reconnect electrical, remove and reinstall cover and pick up and drop off the hot tub. They provided me a 1/3 of the services (pick up and drop off) and charged me for that service. 
  I was rescheduled from the original date most likely because it didn’t align with there multiple pick up drop of schedule in my area. I understand I wasn’t getting special treatment as a one off pick up and drop off. 
  
  I can only assume the hot tub was inspected before it was shipped out and in same condition or better when it left the warehouse. Which leads me to believe it was damaged on delivery. So now I have paid for a service ($1,243 ) that is not willing to take ownership for their action. But Jacuzzi instead sticks it under their warrant program even those this is a Human Perform error once again. 

  I’ve only actually had one equipment failure with the hot tub. Everything else 
  has either been lack of Training, Material Handling or Human Performance based action from their staff or sub contractors. So and no point since I’ve taken ownership have I had the opportunity where I was able to just enjoy the hot tub experience without waiting to schedule a service appointment with a technician, following up with emails/phone calls or waiting on a path forward to repair the equipment.
  

  So if this is what is expected of the Jacuzzi Experience I was completely miss lead when I did my research. But I can definitely share my experience with others going forward. 
  
  Sincerely,
  
  ******* ******

  Business response

  11/12/2023

  Dear Better Business Bureau,
  
  Thank you for facilitating the conversation between Mr. ****** and Jacuzzi Ontario. We'd be happy to provide some more insight into the client's concerns. 
  
  In the event that a client requires their spa to be returned to our warehouse for repairs, we offer clients a service for $1400 + HST to have the spa disconnected from electrical, picked up and brought to the warehouse. After the repairs are completed, the service also includes having the spa returned to the client's home and reconnecting the electrical connection by a certified electrician. Clients also have the opportunity to make private arrangements to have the spa brought to the warehouse for the necessary repairs, as coordinated with our Service Department; the costs associated with private arrangements would also be the client's responsibility, should they opt to do so. 
  
  Jacuzzi Ontario offers customers the opportunity to use one of our certified electrical partners to complete their electrician connection at the time of purchase; however, this service is optional. ******* opted to complete his electrical work at the time of the purchase; our Service Department considered this and reduced the cost of the all-in service by $300, as ******* would make his own arrangements to reconnect his spa electrically. 
  
  We appreciate the client removing the cover from the hot tub before the team attended to complete the base pan replacement for his spa; however, this was not a requirement from the client. 
  
  Our delivery partner is able to complete the base pan repairs on-site at a customer's home; they have completed hundreds of on-site base pan replacements for Jacuzzi Ontario. While we can certainly appreciate the client's displeasure with having to undergo a warehouse repair, we can not definitively determine that the leak directly resulted from the on-site repair in June 2022, as our team was unaware of the leak after the base pan was replaced until approximately 12 months after the base pan replacement. The base pan replacement was completed on June 14, 2022; the client contacted our team regarding an appointment regarding concerns with a leak on July 6, 2023. 
  
  Unfortunately, due to staffing changes, there was a delay in coordinating *******'s warehouse repair; however, ******* communicated directly with our Service Manager regarding his repair. She offered the $300 + HST discount for the service to have the spa picked up and returned to the client's home. She then connected with the Director of Service when he raised concerns about the costs associated, who then agreed that the discount offered by our Service Manager was acceptable and no further compensation would be required. 
  
  *******'s spa experienced a leak in one of the jets located in the footwell. In order to access the leak's location, our team at the warehouse had to flip the spa on its side, remove the base pan and remove some of the foam insulation to complete the repair. Upon completion of the repair, the foam was replaced before putting the base pan back on the spa. Expanding spray foam insulation densely secured the location where the leak ultimately occurred during the base pan repair that took place on June 14, 2022. We've included a photo from *******'s warehouse repair demonstrating how much insulating foam was removed to access the leak site. 
  
  July 6, 2023, was the first that we had heard from the client since his appointment was booked on December 2, 2022, after the spa was originally installed on January 25, 2022, to have the FL2 error assessed, at which time there was no mention of a leak from *******. While we can appreciate that the client was waiting to have the base pan replaced, there is no noted follow-up from the client on the account between these dates; our team booked the base pan replacement as soon as it arrived from Jacuzzi. 
  
  The client is correct; when certified pre-owned tubs are resold, they undergo a pre-delivery inspection by our team to ensure the product is ready for the client to enjoy once installed at their property. 
  
  The issues the client reported when the spa was returned to his home after the warehouse have since been addressed. Unfortunately, the weather conditions in the client's area did not allow for our technician to complete the repair; however, ******* has been advised on how the skimmer shield clips can be attached once the temperatures are suitable to allow the adhesive to set properly. 
  
  The client has no new outstanding issues at this time. 
  
  Regards,
  Jacuzzi Ontario

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: You have proven to me once again the type of service provided by your team by passing on your problems to the client and washing your hands of any responsibility. 
  The last repair on Dec 11th is another great example. Parts were dropped off and left for me to install. (*** ******** ******** ***** **** *****)

  Out of curiosity why am I installing these parts? Is this standard that if you can’t install something that it is now left with the costumer and is no longer your responsibility? Why is your tech not coming back during warmer weather to install these clips? He did not leave anything to install these clips with or any product numbers or CAT ID? Am I to go out and buy wood glue for these parts or maybe it’s an epoxy? Does it need to be a marine grade epoxy? What are the cost? Who sells this product? I guess that’s no longer part of your responsibility because you handed me the parts to install. 
  
  To the other attachment in the Tech Notes, it states the “customer to continue monitoring water levels” at what point was I to continue monitoring the water levels till? I have been monitoring water levels since you replaced the pan. I started topping off the water maybe once a month. But then after 3mths it is recommended to drain and replace the water. So I may have topped off water levels 3-4 times.  I naturally assumed this was just evaporation while the lid was open and being used. This pattern continued until I started to notice water forming around the base of the tub on the concrete. Again topping up every 3-4 weeks but when panels were removed could not see any physical water. Once I discovered I could get access in one of the corners and put my hand down I could feel the cold water that had collected in the pan. It was at this point I reached out for a service call.
  So I wonder how all this would have played out if I would have taken the Techs advice and just continued to monitor water levels with the winter months upon us and this water frooze creating and even bigger problem? If I didn’t call and complain that this was an unacceptable response I’m sure that’s where we would be right now past my warranty period. Your team claiming no responsibility because you didn’t actually locate a leak or problem  

  So unfortunately we can’t prove that when the pan was tipped and replaced and dropped back down that this created the slow leak because I wasn’t in the warehouse during the assessment that took your team over 4mths of collective resourcing and pressure from myself to fix. I do come from an industry that continuously tracks humans performance error/trends. Material handling being your biggest obstacle, it would be safe to say this is where my leak started.
  
  The product itself is a quality product.  
  Unfortunately, the handling and service have failed me multiple times. Turning my “Jacuzzi Experience” into an ongoing story with friends, family and colleagues that we make fun of at my expense. 
  

  Again, thanks for stepping up and taking ownership. 

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

  Business response

  28/12/2023

  Dear Better Business Bureau,
  
  Thank you for providing us with *******'s response. 
  
  This is the first time that our team has heard that ******* has concerns about completing the repairs at his convenience once the weather becomes more favourable. We can certainly look into having the team return to complete the repairs to the skimmer shield or having the epoxy sent to his home for him to complete the repairs. Our next steps would be completely dependent on *******'s communication with our team regarding his preference. 
  
  As our Customer Care team has not heard from ******* since the repair, they concluded that the next steps discussed with the on-site technician during the appointment were understood and acceptable to the client. ******* has communicated with the team in the past about his concerns without issue via phone calls and emails, and we have no information regarding any concerns being passed along to the on-site technician to his Service Coordinator, who would share the concerns with the Customer Care team to look into the next steps. 
  
  The notes that ******* refers to are the technician's notes from his appointment on July 17, 2023. This was the second appointment ******* had after the base pan replacement on June 16, 2022. As previously noted, ******* did not mention any concerns regarding a suspected leak when our team attended his appointment on December 8, 2022. Our technician assessed for the leak while on-site and could not locate it, as indicated in the technician notes. While we can certainly appreciate the frustration, technicians may be unable to replicate a leak source or locate a leak source if it is inaccessible.  
  
  The number of times that a spa needs to be topped up with water will depend on usage. For example, it may not be uncommon for one client to top their unit up one inch once a week as they use it every day; however, another client may need to add two inches after a single use as their children were splashing water in the spa and the water level dropped. For this reason, clients are advised to monitor their water levels, as they are aware of the normal water loss they experience while using their wellness product at their convenience and the circumstances that may result in variations to their typical water loss. 
  
  As previously noted, our delivery partner has completed hundreds of on-site base pan replacements with no reported issues by clients similar to *******'s concerns. While we can certainly appreciate that it may be possible, there were no concerns raised by the client after the appointment to have the base pan replaced to lead us to believe this was the case. 
  
  We look forward to hearing from ******* regarding how he'd like to proceed with the outstanding repairs needed for the skimmer shield. 
  
  Regards,
  Jacuzzi Ontario 
  

  Customer response

  09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have tried multiple times with your team to make this right but time and time again you continue to prove that these are your standards within your organization and your resolution is to just keep coming to site to fix the thing you’ve broken in the first place. Warranty’s are in place primarily for product failures not mishandling of the product. 
  You breaking things and then fixing them isn’t considered a pleasant experience. But my favourite so far is when I pay your company to provide a service and then they mishandle the product (once again) and still charge me full price for a service they really didn’t provide. I don’t recall mishandling of my hot tub as the service being provided for $1,243.00. But again nobody within your organization takes ownership of their mistakes. 
   
  Just so we are clear, I do not want your service team back on my property to repair/service this hot tub going forward. I am tiered of the continuous follow up phone calls/emails. Or you charging my **** card without my authorization.
  I have wasted more energy with your team than this hot tub consumes on a daily basis.

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

• Initial Complaint

  14/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally an email that bounced back Dear Mr. ******* I hope this email finds you well. After much research, I purchased a Jacuzzi hottub in May 2022 because of their great reputation. However, I am beginning to think that I made a mistake. I use my hottub for therapeutic purposes to assist with pain relief. I use it near daily even in the winter. It was the best item I ever purchased and I rave about it to others. On July 7th, I went out to use it and realized that it was completely dead, no power, outdoor breaker would not reset. I spoke with a customer service representative and he scheduled an appointment for July 14th. I received a confirmation email for this date. A day later I received an email rescheduling my appointment to July 17th, then a day after that I received another email rescheduling my appointment to July 13th. About two days after that, I received another email rescheduling my appointment to July 20th! This is unacceptable service. For a customer who spent a significant amount of money on a product to be treated like this is a disgrace. As I said, I use my hottub for pain relief and this delay is causing me a lot of stress and pain. No one is able to give me a reasonable explanation for the constant rescheduling. This service is very disappointing! I would like to continue to think that Jacuzzi is still the leader in service and care but my recent experiences with the service department is tainting my opinion. I realy need my tub fixed in a timely manner. An investigation into the constant rescheduling of people's appointments is warranted as it seems to be a common practice for Jacuzzi as evidenced by the link customers are advised to read when they receive an email about appointments that are rescheduled. Thank you, Dr. ** *******

  Business response

  14/07/2023

  Dear Better Business Bureau,
  
  Thank you for your notice and for bringing this client’s concerns to our attention. We appreciate your time and consideration on this matter.
  
  We sincerely apologize for the inconvenience that the issues **** **** is experiencing with her spa have caused her and her family. We’re sorry to learn that the breaker tripping has impacted her physical and mental health. 
  
  Several issues can impact a technician's availability, such as a technician’s illness, issues with the truck or other issues beyond our immediate control. Upon review of **** ****’s account, we see that the appointment was booked for July 14; however, our automatic optimization program has moved the appointment to ensure our technicians are able to provide service to s many clients as possible on a given day. Due to the fluidity in our schedule, there can be several changes before an appointment date is finalized.
  
  On July 10th, when **** ****’s appointment was rescheduled to July 20th by the optimization system, she reached out to the team to voice her frustration with the date change later in the evening after our office was closed for the day. Our team offered to place her on the prioritization list, as we do with all clients who reach out with concerns about their appointment dates. She was placed on the prioritization list on July 11th; we assured **** **** she’d be notified of any changes to her appointment date via email.
  
  **** **** spoke to our team on July 13th and requested an escalation within our Customer Care Department, and we have since reached out to the Service Department, who was able to move the appointment to July 19th. 
  
  We can certainly appreciate the frustration that **** **** is experiencing while awaiting her service appointment. Purchasing a wellness product can be a large expense for any client, and Jacuzzi Ontario strives to offer each client a world-class experience with each purchased wellness product.
  
  Jacuzzi Ontario continues to hire and train technicians to reduce lead times for customers; however, currently, due to regional demand, we are unable to accommodate an earlier appointment for **** **** at the time of this response. 
  
  Sincerely,
  Jacuzzi Ontario 

  Customer response

  24/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  A technician came out to my house on Wednesday July 19th, a day earlier than scheduled, which was great. He explained that it was not the hot tub that was causing the problem but the breaker itself. I received the service report and an email stating that **********, who installed the breaker was contacted and the part would be covered but not the labor. They also said that they did not know when ********** would contact me.I waited until Friday for ********** to contact me but did not hear from them. Therefore,  I called them. On Saturday morning  I received a call from the owner of the company to say that this is the first he's hearing of this concern and that Jacuzzi Ontario never contacted him. Therefore, the Jacuzzi Ontario team **** to me. The owner of ********** further stated that the response I got from the hot tub technician is common. He asked, how could the technician know that the problem is not the hot tub given that there's no power to it so how could he have tested it. The owner also stated that the part is not covered under warranty and neither is the labor. Jacuzzi Ontario in writing told me that the part is covered. Furthermore  the owner of the said what happens when he replaces the breaker and I pay for the part and the labor which is going to cost over $500, and the tub is still not working? Will jacuzzi Ontario be covering all the costs? Jacuzzi Ontario's customer care team demonstrate minimal emotional intelligence when dealing with their customers. I am waiting for a response from them.
  
  Sincerely,
  
  **** **** *******

  Business response

  03/08/2023

  Dear Better Business Bureau,

  Our technicians have to attend service appointments on-site to determine what may be causing the issues any client may be experiencing; these determinations can not be made any other way. Upon testing the unit, our technician determined that the issue was not the spa itself but rather an issue with the electrical connection to the spa.

  We have had the team review our system, and unfortunately, a system error prevented our team from communicating with ********** Electrical that **** **** required an electrician to attend to replace the breaker. We sincerely apologize that the error was not caught before **** **** contacted ********** at her convenience; our team has since resolved the error to prevent this from occurring in the future.

  We can appreciate **** ****’s concerns with findings from our technician on her Service Report. We sincerely apologize that it was implied that the part would be covered under warranty with **********. Jacuzzi Ontario offers clients the opportunity to use a trusted electrical partner when purchasing their wellness products from our team; however, Jacuzzi Ontario is not in a position to override the warranty coverage decisions of third-party contractors on their products.

  ********** has confirmed that they attended **** ****’s property on August 2, 2023, and replaced a breaker at her home that has been in use for her spa since it was installed with her spa on June 23, 2022. We have not been informed of any issues with the spa since the breaker was replaced.
  
  At the time of this response, we are not aware of any charges for the appointment by **********; however, this would be at the discretion of ********** Electrical.

  Regards,
  Jacuzzi Ontario

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A tech came from this company came into our backyard today July 6th, 2023, unannounced and did not ring our door bell. Just entered our private property, and my wife told me there is a man in our backyard. I approached him and told him he is not allowed to enter our property like this and we did not ask for service. and I was not the name of the person he was looking for. I walked him off our property and told him to NOT charge us for a service call we did NOT make. He (Carlos) apologized and said he will make sure of it. Later on I see an email receipt for a charge on my credit card, a expired credit card that I used a long time ago for their online store. I never gave them permission to keep or charge anything else and they have promised to remove it becuase this is NOT the first time it has happened where they charge me for something I did not ask for.

  Business response

  14/07/2023

  Dear Better Business Bureau,
  
  Thank you for your notice and for bringing this client’s concerns to our attention. We appreciate your time and consideration on this matter.
  
  ***** ***** has a hot tub loca*** at *** ******* ****** **** ** Aurora, Ontario, which is the previous address of one of our clients, *** ******. According to the notes on ***** *****’s account, ***** has called into our team in the past and advised that he is *** ****** in hopes of obtaining warranty service. The warranty on Jacuzzi Ontario wellness products does not transfer from one owner to the next, regardless if the tub was sold with a home or as a stand-alone unit. 
  
  Our system indicates that ***** ***** reached out to our team on February 7th, 2022, to book a service appointment at *** ******* ****** **** at 4:04 p.m. and reported that the breaker was tripping for his hot tub. The notes from our team indicate that an appointment was booked; however, there is no record of this being booked on *****’s account. There is a record of a system case being created on ***’s account at 4:19 p.m. We also have a record of the account details on ***’s account being changed to *****’s contact information. *****’s credit card was added to ***’s account at this time, as it is a requirement at the time of booking appointments with Jacuzzi Ontario for all service calls, and the team may have been under the impression they were speaking to *** ******.  
  
  The team contacted ***** later in the evening at 5:16 p.m. to secure the booking, at which time the credit card was then moved to *****’s account at 5:21 p.m. When this was done, the transaction identification number was duplicated; it was tied to both ***’s account, as the team had added it there based on the conversation with ***** earlier in the day, and it was also linked to *****’s account after being moved. The appointment ***** reached out regarding was ultimately cancelled; there was no request to remove the credit card from the account at this time. 
  
  *** ****** has remained a customer after moving to a new property and is currently enrolled in one of our maintenance plans for his new hot tub. Since the credit card from ***** was added to ***’s account, the team would not have known it was *****’s credit card, as we do not store information beyond the last four digits of the card for the team to view for security reasons. 
  
  When ***’s account was created in our system, we had *** ******* ****** West listed as his address. *** did not notify us that he had moved, so the technician attended *****’s residence in March 2023. The technician in March 2023 was able to contact *** and attended his property to complete the service for ***. The address was updated in the system; however, as maintenance plans are programmed in our system a year in advance, the team did not update the address on the work order in error. The address on the work order does not automatically adjust to the address listed on the client's account, as clients may have wellness products at multiple locations; this must be manually changed by the team, as needed. 
  
  ***** ***** requested our team remove his credit card from our system after the March 2023 appointment; as the transaction identification numbers were duplicated, the card remained active in the system on *****’s account after it was removed from *** ******’s account.
  
  We sincerely apologize for our technician attending ***** *****’s property in July 2023 and the inconvenience this caused him and his family; this was because of the error previously mentioned regarding updating the address on the existing work orders. Client’s at Jacuzzi Ontario are aware that our technicians do not require their presence during our service appointment; the technicians will call when they are on their way to their properties. Our technician would have contacted *** as the appointment was booked under his account, but he would have had no way of knowing he was attending *****’s property in error. 
  
  ***** *****’s contacted our team on Friday, July 7th; a refund was processed to his card Wednesday, July 12th, as the Service Manager was not in the office to process the refund before that date. The card has since been removed from the system on both accounts. We have requested that the team investigate to ensure this does not occur again after the transaction identification numbers may have remained linked after removing ***** *****'s credit card from *** ******'s account. 
  
  Sincerely, 
  Jacuzzi Ontario 

  Customer response

  14/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Explanation does not satisfy the excuse of entering into my private property foe the second time, and for not even knocking on our door and just entering into our backyard and start working on it.

  We have a side gate that is always closed and their tech jusy entered.

  Had we not discovered this person in our backyard he would have done work to our jacuzzi as he has already moved our steps and had tools out.

  aadditionaly the tech, his name is Carlos ensured me that they will make sure not to bill us and of course they did it stain, wasting my time to deal with the, again.

  This is absurd and very poor management. We were told both times yiu will manually remive our credit card on file, which bow youre telling a different story. That doesnt make it nat better of an excuse for such poor management. We never asked for this, you weren't able to help in the past and now all you're doing is trespassing again and billing us without authorization.  

  It should be reported to BBB so others know how poorly you are managing customer accounts and keeping financial info on file when asked to be removed and promised it woukd be, but still kept on file.

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

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

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were looking to purchase a hot tub for our new house. it was Jan.,2022 we got the house about the 20th but renos to be done. We explained we have work to be done we want it to be set up in June for in time for events we had but not to drop it before, explained to Melanie F. at Jacuzzi Hot Tubs Ontario 930 Century Dr, Burlington, ON L7L 5P2. We were told no problem it will be ordered to be on timed. I went to the store in April & May to follow up and I was told from Zack it was scheduled to ship June 27th I told Zack to message Melanie for her to call me and if she didn't improve this I have to cancel. She didn't call be I left messages and I had to move on and found one ordered it and they had it and when I finally heard from Melanie she raised her voice at me and told me to bad I am not returning your $1000. deposit. I escalated it, but they stood by her.

  Business response

  15/05/2023

  Dear Better Business Bureau,
  
  Thank you for your notice and for bringing this client’s concerns to our attention. We appreciate your time and consideration on this matter.
  
  ***** connected with our team on January 3, 2022, expressing their interest in purchasing a new spa for a home they would be moving into in the near future. After a discussion with our team, the client determined that the J245 would be the best fit for him and his family at their new home and that he would like to proceed with financing the spa. 
  
  As with all wellness products sold by Jacuzzi Ontario, the team requires a deposit to secure the wellness product for the client; the team requires a minimum deposit of $1000 for wellness products that are financed, which is non-refundable. This information is shared with the clients prior to the deposit being made; it can be found in writing in the “Payment Policy” section of their sales proposal. It reads, in part:
  
  In the event you are financing your purchase, a minimum deposit of $1,000 is required. Prior to scheduling a delivery, all financing documents must be signed, and a pre-authorized payment form or VOID cheque provided.
  
  All payments are I00% non-refundable once your wellness product has been placed on order.
  
  The client spoke to Julie at the Burlington Showroom when he called on February 24, 2022, with concerns regarding the additional expenses associated with having a Jacuzzi J245 (240V) hot tub installed, at which time our team discussed alternative 110V hot tubs that would not require additional resources to be exhausted. Julie let the client know she would inform Melanie of his concerns and have her connect with him as soon as possible. Melanie contacted ***** on February 25, 2022. Melanie was able to transfer ******s deposit from the J245 to the C78 (110V); this required a discussion with and final approval from our Director of Sales to do so, as the client’s J245 spa was already placed on order. Melanie sent a sales proposal for the C78 to ***** and ***** on February 25th. After a few adjustments were made, ***** and ***** signed the sales proposal and accepted all the terms outlined in the sales proposal on February 27, 2022.
  
  The client went into the Burlington Showroom on May 28, 2022 and spoke to Zack, requesting his deposit be return to him. ***** was informed the deposit is non-refundable; ***** advised he would discuss a refund on his deposit with Melanie when she was back in the Showroom.  
  
  We can certainly appreciate the client’s disappointment when he learned that they would not have the spa in time for a milestone celebration with his family. The team does its best to accommodate all client’s with their requested installation dates; however, lead times for wellness products are beyond Jacuzzi Ontario’s control. As outlined in the Appendix of the sales proposal, which was signed by ***** and ***** on February 27th, the lead time for the hot tub was subject to change: 
  
  Delivery dates are scheduled the day your wellness product arrives at our warehouse. Due to the COVID-19 Pandemic, estimated arrival dates are subject to change without warning.
  
  ***** and *****’s concerns were escalated to our Director of Sales, who reiterated the information regarding deposits and lead times as outlined in their signed proposal, which we still have a record of in our system and the customer has provided to the BBB. 
  
  We sincerely apologize for the tone used by Melanie when discussing the client’s deposit being non-refundable. We strive to offer our clients a world-class experience; the conversation should not have been anything less than the experience we pride ourselves on providing. Melanie is no longer employed with Jacuzzi Ontario. 
  
  Our team has supported the client through the sales process and made accommodations when they had expressed concerns about additional costs associated with their original choice, the J245. Jacuzzi Ontario maintains that the necessary information regarding the non-refundable deposit and lead times were disclosed to Mr. and Mrs. ******* in their sales proposal, which was reviewed and signed by the client on February 27 2022.  
  
  Sincerely,
  Jacuzzi Ontario

  Customer response

  16/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  As the business expressed, we made it very clear, we were celebrating milestone celebrations and as most reputital business, they should consider if they see they were going to miss the customers (our) target date for courteousey most businesses would advise the customer it will be late beyond the target date and offer to wait or cancel.  
  
  Sincerely,
  
  ***** *******

  Business response

  26/05/2023

  Dear Better Business Bureau,
  
  Melanie did everything she could to ensure the customer had the spa for their family’s milestone celebration. Melanie had secured a Celebrity C78 that could be delivered to the client before the event; however, the client refused to accept a temporary delivery to their driveway or garage while their property was undergoing renovations. The installers would have been able to return at the client’s request to complete the installation should the client have been able to accept the temporary driveway or garage delivery. 
  
  Melanie informed the customer that the team would do everything possible to accommodate the client's request to have the spa installed for the milestone celebration; however, it was made clear manufacturing delays are beyond the control of Jacuzzi Ontario. At this time, it was also reiterated that the deposit is non-refundable, and all sales are final. 
  
  As noted in the sales proposal that was signed and agreed to by ***** and *****, arrival dates are not guaranteed and are subject to change due to the ongoing COVID-19 pandemic:
  
  Delivery dates are scheduled the day your wellness product arrives at our ware house. Due to the COVID-19 Pandemic, estimated arrival dates are subject to change without warning.
  

  By signing the sales proposal, they agreed to have read and understood the terms of the sales proposal, and acknowledge they have received a copy of the sales proposal, which they have provided to the Better Business Bureau:

  I HAVE READ, UNDERSTOOD AND HAVE RECEIVED A COPY OF MY IN VOICE AND THIS APPENDIX DOCUMENT.

  Further, the client agreed to the terms for their financed spa regarding their deposit being non-refundable, which in part reads:
  
  In the event you are financing your purchase, a minimum deposit of $1,000 is required. Prior to scheduling a delivery, all financing documents must be signed, and a pre-authorized payment form or VOID cheque provided.
  
  All payments are I00% non-refundable once your wellness product has been placed on order.
  
  While we can certainly appreciate the client's disappointment with not having the spa in time for their celebration, Jacuzzi Ontario maintains that the necessary information regarding delivery dates and the payment policy was provided to the customer the beginning of the sales process, and reiterated throughout as the team allowed for the client to change the model when they raised concerns with the original Jacuzzi J245 and the additional expenses associated with the 220V unit. 
  
  The client read, signed and agreed to the terms in their sales proposal on February 27, 2022, which clearly outlines that arrival dates for spas are not guaranteed and subject to change, and payments are non-refundable once the order for the spa has been placed.

  Sincerely,
  Jacuzzi Ontario

  Customer response

  29/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I had stated to Melanie on our very first conversation, we were just closing on our house and I was only interested to set up an appointment only if the hot tube can be delivered at the agreed date line in June ,Not before as most importantly  there was no were for it to be stored. The new house doesn't have a garage, has a small driveway in which the contractors fully required used ( while I had to park at the new neighbors driveway) and no where on the property available. All this information was repeatedly mentioned. I also asked Melanie why I had to drive to the store to get update as I was not receiving answers when I try to follow up. I don't know why a customer has to go through this, there is 2 parts to this transaction I said at the start of the transaction the condition of the visit and then the sale, I tried very hard but in the end I went to the store Zack said Melanie was not there, I told Zack I drove to the store because I left Melanie messages  checking on our delivery. Zack checked and said mfg completion date was June 27th and then it was to be shipped, I was in shock and I said have Melanie call me, as that is way to late and I am forced to cancel at that point. The other part to the transaction, is business honest commitment with customer satisfaction, it is Not just grabbing on to the money or tapping your finger on the documents, I think it is also making sure you follow up on the  delivery of product that the customer has ordered, if there is a time delivery concern it should  more important be followed up and pass the information to the customer and if you can't deliver there should be protection in those circumstances, it wasn't even shipped or built when I asked to cancel.        
  Sincerely,
  
  ***** *******

  Business response

  02/06/2023

  Dear Better Business Bureau,

  Thank you for bringing the client's response to our attention. We have since contacted the client directly, and the issue has been resolved!

  Sincerely,

  Jacuzzi Ontario 

  Customer response

  02/06/2023

  
  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,
  
  ***** *******

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked this business to help diagnose and fix my hot tub as it was leaking and not turning on. On their website and in their email, they say I need to have 2 feet of access on all sides, power outlet, garden hose, and no pet messes. I met all this criteria. The technician shows up and decides that since my hot is in a deck they cant help me and doesn’t even spend 10 minutes there but they charge you almost $200 “cancellation” fee. When calling their manager and emailing them, no empathy whatsoever, no willingness to help out. Just completely blame the customer and take their deposits.

  Business response

  13/03/2023

  Dear Better Business Bureau, 

  Thank you for your notice and bringing this to our attention. We are more than happy to provide more information on this situation to assist the client on the next steps. We appreciate your time and consideration with this matter. 
  
  The client scheduled an appointment using our online portal and originally secured the date for February 21, 2023. The nature of the appointment was for a leak and concerns with the hot tub not turning on or having no power. Mr. ******* reached out to our Customer Care/Service team with a request to reschedule his appointment on February 20th. Our terms of service, which is provided to every customer upon confirmation of their appointment via email, states: “Service appointments can be cancelled or modified at no charge 48 hours before the date of your confirmed service appointment. If within 48 hours of your service appointment, you will be charged $149 + HST. “ Despite this, we provided the client with a one-time courtesy fee waive and rescheduled the appointment for a later date due to access issues; also outlined in the terms of service. The appointment was then booked for February 24th, 2023. 
  
  On the day of the service appointment, our technician arrived to Mr. *******’s home and was unable to complete the diagnostic appointment. Unfortunately, the hot tub was submerged in a deck with less than the minimum 2 feet of access required, snow was not removed from around the unit, and the hot tub was empty. Our team would not be able to attempt diagnosing the power issues with the spa empty and the deck would severely limit the technician's ability to source the leak if the unit was filled for service.
  
  Our terms of service states:
  
  “To perform service, the owner of the product must ensure the following items are accessible on the day of the appointment: 
    • Unobstructed access to the location of the product 
    • Four feet of height clearance and two feet of access on all four sides of the product being serviced
    • Access to a water source
    • Access to a 110V Outlet
    • Access to your GFCI 
    • If applicable, the snow has been cleared from the service area
    • If applicable, a yard that is free from any pet messes
  
  The GFCI (Ground Fault Circuit Interrupter) test button located in the outdoor GFCI box must be operational to perform service. Suppose, upon arrival, this safety feature is not working. In that case, our Technician will not be permitted to complete the service, and a cancellation fee of $149 + HST may apply.
  Suppose the service cannot be performed because access to one or more of the above items is not available. In that case, a cancellation fee of $149 + HST will be charged to the credit card on file. “
  
  After the client spoke with our Customer Care team on March 1st, the client was advised that the Service Department will review his concerns with the cancellation charge. Mr. ******* was advised that the the charge will likely stand, as several requirements were not met for the service call; however, the Service Department would make this determination. After this was verified by the Service Department, the customer was informed that the cancellation charge is non-refundable and applies to his service.
  
  We have ******** photos of the state of the hot tub upon the technician’s arrival. Unfortunately, we were unable to provide service due to the service requirements not being met. We are more than happy to further support once access has been provided by the customer, however, our terms of service clearly state what is required when diagnostic or repair services are requested. 
  
  Sincerely,
  Jacuzzi Ontario 

  Customer response

  21/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1) I ******** the measurements around the hot tub showing 2 feet clearance as mentioned in their email

  2) I tried to call them a few times to postpone the first appointment their business is almost impossible to get a hold of by phone. You have to go online and unable to reschedule there plus they never mentioned anything to me about paying a penalty for that, quite honestly probably they will start charging their customers penalty fees this way when customers cannot get a hold of their business to reschedule

  3) There is no where in there emails or website that says they dont service tubs placed in a deck. Mine clearly had the clearance around it as per the photos ********

  4) It is impossible to keep the tub full when it is leaking and I made that clear to them when I booked the appointment

  5) The technician did not spend 5 minutes there and they are charging their $150 for that which is ridiculous *** ***** ******* ** * **** 

  6) The technician pretty much said to call them when winter is over !! Why would they book the appointment in the first place unless they want to make easy money from their customers

  7) again in their email to me "Access to the wellness products location
  Operational garden hose
  Operational 110V outlet
  Pet messes cleaned up
  If applicable, the snow cleared from around the wellness product" all of these were met, the snow was from that morning and not obstructing

  8) *** **** ***** ** **** ** ***** ******* *** **** *** ****** **** ***** *** **** ***** ** **** ** ***** *********

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

  Business response

  24/03/2023

  Dear Better Business Bureau, 
  
  Thank you for this response. 
  
  The photos the client ******** that indicates the measurements of clearance is not an accurate representation of what is required of you for service. The client’s hot tub is submerged in a deck, only allowing an overhead access to the sitting area of the spa. Two feet of access on each sides refers to the panels on all four-sides of the hot tub. The cabinets is where any service repairs or diagnostics need to be completed. The photos ******** still do not represent 2 feet access on all four sides - only an overhead access to the sitting area.
  
  The client successfully spoke with us before his originally scheduled date to advise he’d like to reschedule. We understand sometimes waiting on hold is not ideal for all clients, especially when we have high volume calls. So all our clients have the option to email us by responding to their confirmation emails, emailing one of our team members on our Contact Us page, or starting an online chat with a Customer Care representative in real time. All our contact information is available through this link on our website: https://******************************** 
  
  Regarding the client’s deck, we are able to service client’s wellness products if they’re submerged in decks. However, each client is required to remove parts of the deck to allow the technician a minimum of 2 feet on each side so the technician is able to remove panels and complete assessments and repairs if necessary. Service work cannot be completed if the panels are blocked. 
  
  The service requirements have been discussed multiple times with the client. Our cancellation fees and policy are valid and the client had enough notice and time to review the requirements and Terms of Service in order to prepare for the diagnostic appointment.  

  Sincerely,

  Jacuzzi Ontario

  Customer response

  29/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is unfair that you expect people to understand your technical language. We are all professionals in our fields. When you say 2 feet clearance on all sides of the hot tub, thats what I had. Now you are saying two feet access but not overhead access. In your emails to me you mention nothing about not servicing hot tubs in a deck. Getting in touch with your business is extremely difficult. 

  Your cancellation fee is both excessive and not fair when you consider how much time the technician spent in my home and the lack of detailed instructions you provided over email (ie hot tub in a deck) You would not even accept splitting the cancellation cost as a way to make your customers happy. Clearly you have decided the customer is always wrong as your business strategy and that is sad and not fair.  
  
  Sincerely,
  
  **** *******

  Customer response

  12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  There was never waiving of any cancellation fee that they claim for the first reschedule. This never even came up and is simply a lie. If not please provide communication proof of waiving a cancellation fee. 

  It is very difficult to get a hold of their "help line" at those hours they mention. Anyways, I hope this gets published online for future customers to be careful about this business. 

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

  Business response

  19/04/2023

  Dear Better Business Bureau, 
  
  Our Terms of Service and Refund Policy state that any cancellations or requests to reschedule service appointments within 48 hours of the date, are subject to a cancellation fee. However, when the customer reached out we waived the cancellation fee due to the nature of the clients request pertaining to an emergency he was experiencing with a leaking pipe. This information was not mentioned in a response email to his request as we sympathized with the client. The information regarding our cancellation policy was sent to the client at the time of booking. 

  We've explained and tried to work with the client in ensuring he was prepped for the appointment ahead of time. We also ensure all our confirmation emails are equipped with all important information applicable to our clients for a successful appointment but also allow for an opportunity to clarify any questions or concerns customers may have. We also created many opportunities for customers to reach out to us on various platforms. Each client is aware of their service appointment date in advance so they have options to connect with us via phone, online chat, or email. 

  We will continue to support the client should he require service in the future. However, the cancellation fee will not be waived as it was concluded the access required was not provided. 

  Sincerely,

  Jacuzzi Ontario 

  Customer response

  21/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This business has the audacity to want me to ask for more of their "services"

  Again, a cancellation fee that is not justified when 1) very difficult to get a hold of them 2) Instruction all met as shown before 3) Technician did not even spend 5 min on site 4) Not willing to make their customers happy

  ******** **** ** * ******** ****** ****** **** ***** I am hoping this is published for others to know and be aware. Terrible experience and most definitely will not repeat. *** *** ********* ****** **** ** ****** ********** *** ******* ***** **** Perhaps you would understand the meaning of "customer is always right" 

  Anyways this is going back and forth a lot, just hoping this will deter future customers from their ********* practices 

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

• Initial Complaint

  21/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Deposit paid in January 2022 for SwimSpa with Jacuzzi Ontario, was told June 2022, delayed to mid August. I was given instructions about how to prepare our backyard for the pool and as told that this had to be complete ahead of delivery. We paid $13,000 for a crew to dig out and prep a concrete pad per the specs. Delivery pushed back again, and then told someone from the crane company was coming to look at the house two days before delivery. They arrived and said the crane would not go over our house or tree, well after we prepared the concrete. I was given three options. The first option was to cancel the pool. I asked if Jacuzzi would pay to fill the hole dig in my yard in preparation for the pool and was told no. If Jacuzzi had done due diligence in the 6 months leading up to delivery, we wouldn't have dug a hole and poured concrete and would have cancelled the pool and all of this time and effort and money would have been saved. Second option was to contract a $15,000 crane, close down my street, get a permit, hire a police officer to block traffic, get all the neighbors to sign waivers and then crane in the pool from down the street. Jacuzzi would not cover the cost of this option, despite the documents and emails saying delivery was covered. Again - no mention of 'levels' of crane delivery. Third option: I was told that removing the fence and the first three trees between my neighbour and my house was the easiest option. Jacuzzi sent a contractor at my expense for the fence removal who took a $2000 deposit, removed the fence, then said cost would be an additional $2000 more than quoted (fence was already removed and he has my money). More trees were removed than planned on delivery. Four months after install, SwimSpa is broken and jacuzzi will not honor warranty, won’t respond to emails to send me the part that is broken. Can provide more email correspondence and further detail as necessary. The upload function below isn’t working.

  Business response

  22/02/2023

  Dear Better Business Bureau,
  
  Thank you for bringing this to our attention. We appreciate your time and consideration regarding this matter in the case of ******** *******’s concerns.
  
  A meeting was had with the customer and her lawyer, along with members of the Jacuzzi Ontario Team; Director of Retail, COO, and Lead Customer Care Specialist This meeting resulted in a detailed review of the purchase, delivery and installation timeline. Our team sympathized with the client and the fact that not every aspect of the delivery & installation fit into our standard program, this is sometimes the case when dealing with projects of this scope and size. In ******** *******’s case, the standard crane would not suffice due to the large trees surrounding her property and the overall height of the home.
  
  Upon complete review, it was concluded that we will not be able to assist with covering any additional costs requested for the following reasons;
  
  We determined that our standard crane program would not work for the installation before delivery due to the trees restricting access to the customer’s property and how tall her home is. Our sales representative provided a quote for options at that time, including a specialty crane that could complete the job at $15,000. We also worked with ******** ******* to provide a secondary, less expensive option which included removing her fence and some trees planted on the property. This was the option the client chose to move forward with. As a goodwill gesture, our company assisted with $5,500 of crane and labour costs associated with executing the delivery. The customer would be responsible for the remainder of the expenses related to the fence and landscaping alterations. The customer agreed to this plan, and the delivery moved forward.
  
  During the zoom call, it was mentioned that the fence cost increased after the initial quote. We found this to be the case as the distance initially provided by the customer was 60ft when the fence was closer to 80ft long. Additional time and materials resulted in a higher price.
  
  Also, in our zoom meeting, ******** ******* mentioned that the pool was bowing and the deck could not be finished right around it. After further review, we understand that the contractor responsible for building the pad for the swim spa did not pour it completely level and it’s out by roughly 2 inches end to end. The pool must be on a completely level surface, as outlined in the purchase agreement and installation guide. It was recommended that the client follow up with her contractor on this point.
  
  We understand that we may not be able to meet the client’s expectations. Still, after a thorough review, we feel our additional efforts to find workable solutions and help cover $5,500 in auxiliary crane and labour costs were generous. 
  
  Lastly, in addition to the above and the service repairs required on the Swim Spa, it has been explained by our Service and Customer Care Department that the deck built around the swim spa will need to be removed to allow for better access in order to schedule a technician for a diagnostic and repair. The client has requested the part be shipped to her under warranty. However, in order for the warranty to be honoured the repairs must be completed by a technician from our team. We have offered to ship the suspected part to the client’s home but payment must be taken as the warranty will not cover the replacement part unless installed and repaired by our in-house service team.
  
  We will continue to support this client’s needs and questions as much as possible.
  
  Sincerely,
  Jacuzzi Ontario 

  Customer response

  23/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The $5500 they say they contributed is incorrect, that is their standard crane delivery rate (or so I was told). What I paid (almost $50,000) for the SwimSpa included crane delivery - they did not 'contribute' anything to my expenses. I paid for the fence removal and rebuild, I paid to have the trees removed and have to pay for them to be replanted. None of that cost was factored in anywhere - I was told that crane delivery was to be over the house. They had six months to do a site inspection (photos were shown to sales employee at time of purchase), and they only inspected the site AFTER the concrete pad was laid and the hole for the spa was dug. I was told those two things had to be done in order to book delivery. I would not have spent the money on that ($13,000) and would have cancelled the entire project if they had done a proper site inspection and informed me of all of the added costs associated with actually getting the swim spa onto my property. Their negligence continues to cost me money.
  
  The concrete pad was poured entirely level, this was verified by two contractors. It is the pool and they are saving all decking has to be removed to any service, including the now broken swimpsa. My deck plans were approved by the sales person - they were sent to him and shown to him - and built to spec. Now I'm being told I need to remove a $7000 deck so they can service a piece of equipment that from day 1 was bowing, and now 4 months in has a broken display that is supposed to last 8 years. We can't use the spa or change the temperature or turn on the jets without the working display. 

  They had a call with my lawyer and they determined on their end that they of course aren't responsible for any payments to rectify the situation. I will leave that to the BBB and small claims court to decide. 
  
  Sincerely,
  
  ******** *******

  Business response

  27/02/2023

  Dear Better Business Bureau, 
  
  Thank you for providing this response. 
  
  At the time of purchase of the wellness product, a purchasing contract was signed by ******** *******. The document stated the following as it relates to Delivery and Installation: ??“It is your responsibility to provide unobstructed access and remove all obstacles that may limit or block the path of your wellness product to its destination. In the event of an unconventional delivery whereby a crane or boom truck is required, you will be responsible for the associated fees.” 

  
  It continues, “Ground/site preparation is not included in the sale of your wellness product and it is your responsibility. Specifications will be provided through the pre-delivery guide, which is sent to you via email - ” “Prior to delivery, the location where you are planning to put your wellness product must be completely prepared. This includes having it level and made to the right dimensions”. ??This information, found in the appendix of the proposal, was signed and agreed by the client. Warranty and service requirements were also listed in the proposal, stating that “Two feet of access is required on all 4 sides of your hot tub to perform warranty or service work”. 

  
  After a thorough review, we maintain that our additional efforts to find workable solutions and help cover $5,500 in auxiliary crane and labour costs were generous. Our team has done our due diligence in ensuring this client has been supported as much as possible with concerns as it relates to delivery, installation, and any warranty services required. We will continue to support the client to best way possible moving forward. 
  
  Sincerely,
  Jacuzzi Ontario

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a hot tub from jacuzzi Burlington in July of this year 2022, within 2 weeks of operation several of the jets started to make excessive noise. I called service, they sent tech, and I was told the jets had to be replaced and that it had to be returned to the shop for repair. The tub was sent back and returned to me about 4 weeks later. Upon return and operation of the Hot Tub I noticed that the jets were replaced, the noise was gone, however the jets were replaced with a much lower quality jet, the original jets were a premium massage jet similar to all the jets in the tub. I purchased this product specifically for these premium massage jets. I have been trying since September to get information from Jacuzzi as to what the problem is and why they cannot fix the problem with the original part. I have been bounced around from service tech to service with all giving the same answer, "this is the only Solution to stop the Noise". My response has been, do all hot tubs in this series with these parts have the same issue, I get no response. I have contacted Jacuzzi USA and they have recommended that I speak to the owner of Jacuzzi Ontario as they are completely different companies. I have requested to speak to the owner several time to escalate a resolution with no response or contact from the owner. Jacuzzi Ontario has told me that they received direction to replace the jets with lower quality jets from Jacuzzi USA and that I should contact them. I have once again contacted Jacuzzi USA and I am getting the same response "this is the solution to fix the problem". Yes the noise problem is gone, but a much bigger problems was created I purchased premium jets, they have been removed and now me as a customer feels completely helpless and regreting this $25,000 purchase. It's far too late and impractical for a refund, I have asked Jacuzzi to replace the tub with a new tub just like the one I purchased that does not make noise. During repair other damage was incurred.

  Business response

  02/01/2023

  Hi ****
  We apologize for any inconvenience or frustration that you have experienced. We take all customer complaints seriously and are committed to finding a resolution.
  
  In regards to your request for the original jets without noise, this is not something we can provide as a dealer but we have made been repeatedly contacting the manufacturer for a different solution. We apologize for the run-around and an unsatisfactory resolution. I have recently received an email from the manufacturer announcing that they have recently designed a new premium PX spinner jet to replace the original jets that were causing the noise. I have had Amanda(lead coordinator), order new jets and once they arrive, we will schedule a service appointment to have our technicians install it onsite.
  
  We sincerely apologize for the delay in finding a better resolution.

  Customer response

  03/01/2023

  
  Better Business Bureau:

  The response from the dealer is very promising, they have already contacted me to inform me of a possible solution as identified in their response.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept it as an appropriate next step to a resolution.
  
  Sincerely,
  
  **** **************

  Business response

  31/01/2023

  Dear Better Business Bureau, 
  
  Thank you for your notice and bringing this to our attention. We are more than happy to provide more information on this situation to assist the client on the next steps. We appreciate your time and consideration with this matter. 

  This client is currently being serviced with outstanding repairs planned. The jets that were replaced, will be replaced again with better quality jets, as per our Head Office Warranty Department. The client is also having additional repairs for the damages incurred. 

  Parts are currently on order and the customer has been advised that once all parts arrive to our warehouse, he will be notified of a repair date for his jet replacement and panel repairs. 

  Sincerely,

  Jacuzzi Ontario

  Customer response

  05/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am hopeful that  once the repairs are completed it will resolve the issue.
  

  Thank you,
  
  **** **************

• Initial Complaint

  14/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last October I received my hot tub from Jacuzzi in Ancaster Ontario. Approximately a month later our hot tub stopped working. It kept tripping the electrical shutting it down as a precautionary because the heater was overheating. We were advised to purchase a portable heater and disassemble the hot tub side and place it inside the unit and that unless we paid them $150 up front to pay for labor no one would be dispatched. We told them that was unacceptable to us because we had just paid $22,000.00 for this hot tub and we know nothing about taking apart a hot tub and it should not be broken already. They explained to us that if we didn't do it and anything went wrong with the unit it would not be covered under the warranty. On the phone I had to change my address with them because even though the application I had filled out at the store had my current address, they still had not changed it from the address that I lived at years ago from a previous purchase. This was and still is an ongoing problem to such a simple act which always seems to affect whether or not a technician actually shows up to repair the hot tub. It took over a month for a technician to come out to look at the hot tub. When he called to say he was coming he still had our previous address on file which had us living in a different city. Based on our address he cancelled our repair appointment and said it would have to be rescheduled. A week later he finally showed up and repaired the heater. The repair person was very forthcoming and told us that this particular problem has been very common in our specific model of hot tub. Our hot tub is broken again with the same problem, and we are going through the exact thing all over again not even a year later including the repair person rescheduling our appointment because the address is STILL incorrect!

  Business response

  24/11/2022

  We have attended this ****'s home twice. 
  
  
  The first visit was December 13, 2021. 
  This was for a watchdog error. 
  The technician onsite changed the temp sensor, cleared the error and corrected the improperly installed right side cabinet panel. The client was not charged for this visit. 
  
  The second visit was November 14, 2022. 
  This was again for a temperature error. 
  The technician on site changed temperature sensor with newest revision and confirmed the temperature was reading correctly. The client was not charged for this visit. 
  
  **** we had made attempts to contact you and are still waiting for a response. We will continue to reach out to you and get some clarification to address any concerns he may have.
  we apologize for the inconvenience and if you have any concerns, please let us know.
  
  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a year ago (fall of 2021) a technician was onsite and we showed him cracked paneling in our swim spa which was just a year old. The paneling is brittle and split in multiple places, as if it can not tolerate the climate. There are also screws constantly popping out and no longer hold the paneling properly in place against the frame. The technician agreed this is a defect and put in the needed work to get replacement panels under warranty. We have waited over a year and followed up multiple times to ask for updates and status, and have constantly been told they don't have the materials yet. In the meantime, mice got inside the swim spa cavity through gaps in the faulty paneling. I had to call a pest control company as I was worried about mice causing other major damage like chewing electrical wires inside. This cost $480 and now I have large, ugly, and dangerous poison traps surrounding the swim spa. Without proper paneling covering the swim spa and closing the gaps, this problem will persist indefinitely. Two weeks ago Jacuzzi finally said they are ready to do the repairs, but they have rescheduled the appt on us at the last minute three times. This is typical as with other issues we've had service calls for in the past, and it completely disrupts us because we have to arrange for someone to be home and available each time. Further, they have now just told us that they require us to provide them a credit card and pre-authorization in order for the appointment to not be cancelled. They cited a new policy https:************************************************ that says sometimes repairs are not covered under warranty and chasing customers is expensive. This is absurd - we have been chasing THEM for over a year, incurred extra costs and wasted time, and our issue is STILL not resolved. I have no reason to trust them with my credit card nor pre-authorize them to charge for any work which if any not covered by warranty should have been identified a year ago.

  Business response

  18/11/2022

  Dear ****,
  
  We apologize for the inconvenience/distress/problems created by the delay in parts and repair.
  
  We take great care to ensure that important matter such as this is properly managed and resolved in a quick and timely manner. However due to manufacturer backorder and delay in receiving parts has prevented us from succeeding in meeting your expectations.
  
  We are very sorry for the inconvenience you faced with the delay in parts. We assure our customers to be satisfied and provide good feedback for our products and service. However, your case was different, and we apologize for such results.
  
  You have recently had a service appointment to address all concerns and complete repairs. We will follow up with you to ensure all expectations are met and to address any other concerns you may have.
  
  

• Initial Complaint

  14/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  if no resolution is met, ie refund for the work to winterize my hot tub, i would like to inform and warn consumers that purchasing from jacuzzi does not mean your hot tub or other water equipment will be serviced to last you the appropriate age these systems can last. they have no intent in servicing or maintaining your equipment to last at what industry says should last 15 to 20 years even in Ontario climate. We purchase with our home a hot tub and continued our service with vaughan jacuzzi as our swimspa from the previous home owners purchased through them. So we did our due diligence met with jacuzzi in person and for three we have had terrible experience. year 1 of owning hot tub was no issue we didn't winterize the swimspa. year 2 they couldn't maintain the system, it took all summer waiting to have them service the swimspa to which we lost most of the summer to use it. We even invested in a new cover that came late as well (fall 2020). year 3 we noticed leaks in the hot tub, we are willing to pay they didn't come at all to service i think if i recalled they may have but no resolution. I called on beach combers who did amazing and replaced all the jet pipes so the system was dry again however damage of water was visible to the structural frame. I do think jacuzzi is responsible had they known what they were doing they could have advised appropriately instead of me going outside and finding better service. Nonetheless to be loyal at the end of 2021 we winterized through jacuzzi. year 4 2022 we call jacuzzi to service the swimspa back up, we find out that the technician did a poor job and broke pipes in 5 places, valves, and pumps. the extent was so bad. I am still waiting to hear on their repairs as they promised to do so. this is pending still. In conclusion i have found i have lost three summers unable to use the swimspa. I requested a refund for the winterization to which they said no and offered no timing nor solutions. this is uncommon in service

  Business response

  03/10/2022

  Dear Better Business Bureau, 

  We've reached out to the client directly and resolved the issue! No further action required.

  Customer response

  03/10/2022

  
  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.

  They promised to refund our winterization fee made 2021 (amount under 400$)  as this caused extensive damage to the hot tub this year and they failed to repair the system.  ALthough we paid over 5000$ reinvested into the system they don't feel at fault even thought they failed to maintain the system and caused issues to drag on over the last three years. 

  Sincerely,

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

*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. ↩