ComplaintsforAquatic Home Living Ontario Inc. O/A Wellness Shop

• Initial Complaint

  19/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mixture of telephone advice given by Ms L.of Jacuzzi Ontario pre-purchase and online transaction. After my telling her that I live on the coast of BC, where we get a fair amount of wind and weather, she advised me that the sauna would be suitable for outdoor use where I live. Post-purchase, she changed her line, saying that "we mostly sell to people in the southern US" (not credible). They are based in Ontario and sell to people in Canada, so presumably the sauna should withstand Canadian winters - and BC does not have winters like in Ontario. Very quickly after installation, I pointed out design and manufacturing errors, some of which were remedied not by Ms L.'s company but by the manufacturer, through ******* *******. The main complaint remains the design of the roof, which is flat and not very solid. I have had to spend almost $6000 on a solid slanted roof, the design of which allows for the addition of three walls if needed in future. For a sauna that is sold as an outdoor sauna, this should not have been necessary. I can obtain an estimate of the cost of the walls. I have further documentation that can be e-mailed if necessary.

  Business response

  31/01/2023

  Hi *****, 

  Thank you for sharing your feedback on the Sanctuary Outdoor Sauna. We sincerely apologize for the inconveniences this may have caused you. 

  We're happy to hear you're enjoying the sauna and all the benefits it has to offer. We take pride in our infrared sauna technology and the different features they offer to our clients' and their lifestyle. 

  We've reviewed your feedback you provided to your previous sales representative, Shaney. Unfortunately, Shaney along with Jacuzz Ontario is limited on the changes that can be made for manufacturing of indoor and outdoor saunas. We've partnered with **********, who is behind the actual design and building process of these wellness products. We offer indoor and outdoor saunas based on a client's interest, however, there are certain requirements for saunas when placed outdoors. 

  Our website states the following: "**Not suitable for outdoor use in a climate with temperatures below 40 F or 4.4 C. Must be fully enclosed and insulated. Not rated for rain, sleet or snow of any kind. Do not place units outside in these conditions if unprotected". The reason for the flat roof design is because the saunas are meant to be protected from rain, sleet or snow when outdoors. We apologize for the inconvenience. 

  We sincerely appreciate your perspective and concerns regarding the build of the sauna. If you have any direct suggestions or issues you'd like to discuss directly with the manufacturer, we encourage you to reach out for more information! 

  Sincerely, 

  Jacuzzi Ontario

  Customer response

  06/02/2023

  
  

  Complaint No #********

  Torrens v Jacuzzi Ontario

   

  Response of 6 February 2023 of ***** ** ******* to the response of 31 January 2023 of Jacuzzi Ontario 

   

  Leaving aside the issue of the *************** long time it has taken for Jacuzzi Ontario to respond to my complaint, the caveat referred to in their latest correspondence was not on the website at the time I was looking for a sauna. It has been added since, possibly in response to my complaint and complaints of other dissatisfied customers. Had I seen the caveat referred to now by Jacuzzi Ontario pre-purchase I would not have purchased this model of sauna. I agree that the design is poor for outdoors and I have offered suggestions for design improvement both to Ms L. (sales) and to ******* ******* (design) of ********** in the US. Mr ******* has been more helpful than Ms L.and ********** reimbursed me for the cost of an electrician that had to be called right after installation due to a factory flaw.

   

  The intended use of the sauna lies in its name: the Sanctuary Outdoor 5 Sauna. At no time in the exchanges with either Ms L. or Mr ******* was it conveyed to me that the sauna should not be outside where I have it. Indeed, Mr ******* complimented me on the view from my property and said he would convey my suggestions on upwards, so that they could continue to improve the product design. 

   

  There have been many e-mail exchanges back and forth about this matter since the purchase order was signed in April 2021 and the sauna was delivered, over two months later than promised, in September 2021. It was immediately apparent once the sauna was in place that the design was ill-suited for outdoors in Canada, even on the relatively-mild BC coast. Perhaps most enlightening exchange are the chain of communication from October 2021 ** ***** * and the e-mail sent to Jacuzzi Ontario on 26 October 2021 (***** *).

   

  Jacuzzi Ontario’s claim that the sauna is not intended to be outside in any kind of challenging conditions is further disproved by the fact that it comes with guy wires and bolts to attach it so that it remains stable and on the ground in the event of wind. If the intention was that it should be inside or supplemented with a surrounding roof and structure, why supply the wires and bolts? 

   

  It is, moreover, simply not credible to have a business in Ontario, where the winters are much harsher and colder than British Columbia, market saunas to people as ‘outdoor’ and then hastily add on the website ‘not suitable’ for what are actually normal winter temperatures in Canada in the winter time. The product description on the website, then as now (********** ***** *), further states:

   

  ‘Designed for both Outdoor and Indoor use, the ********** Outdoor 5 can be placed almost anywhere. Built with Engineered Wood on the outside, Western Red Canadian Cedar on the inside, wall insulation, double pane glass and weather resistant windows and roof, the Outdoor 5 can withstand the elements.

  …

  The Sanctuary Outdoor 5 uses Engineered Wood on the outside and Western Red Canadian Cedar on the inside. We use thick double pane glass throughout, and the double wall tongue and groove walls are insulated to keep the heat in.’

  (emphasis added by me)

   

  So to then add a caveat – which, again, was not on the website when Shaney L. was busy convincing me that the Sanctuary Outdoor 5 would be perfectly suitable for where I live – to the effect that:

   

  ‘**Not suitable for outdoor use in a climate with temperatures below 40 F or 4.4 C. Must be fully enclosed and insulated. Not rated for rain, sleet or snow of any kind. Do not place units outside in these conditions if unprotected.’

   

  … simply lacks credibility and seriousness about their product and their business.

   

  Shaney L. is ****** She knows very well that she assured me on the telephone that the Outdoor 5 model would be suitable for where I live. At no time did she mention that any reinforcements, structural or otherwise, would be necessary. Nor can she produce any record pre-purchase of having given me any warning or caveat of any kind.

   

  * ****** the owner’s manual (***** *) that was provided to me by Jacuzzi Ontario. I highlight the following:

   

  1.    On page 4 it states: ‘Your ********** Sanctuary Outdoor Sauna can be used outside without a cover.’

  2.    On page 18 instructions are given for the tie-down system, clearly indicating that the intended use is outside without any supplementary or surrounding structures.

   

  There are (at least) three options available here:

   

  1.    Return of the sauna, with Jacuzzi Ontario making arrangements and covering the cost of coming to collect it. In that case, I must be reimbursed the full cost of the sauna, plus the $5869.50 (***** *) I paid to have a roof installed over it. 

  2.    Jacuzzi Ontario to reimburse me the price of the sauna in full, so that I can spend the money on retroactively covering the $5869.50 I have already had to spend getting a proper roof put on and use the rest towards having proper walls installed around the walls of the sauna, which will not stand up to many winters before the whole sauna will need to be replaced.  

  3.    A third option is for Jacuzzi Ontario to cover, on an ongoing basis, the costs I am having to incur to reinforce the sauna. According to the product information provided to me, there is a five-year warranty on cabinetry and glass. So far I have had to spend $5869.50 just to put a roof over the sauna. Since, according to Jacuzzi Ontario’s current position, the sauna apparently has to be enclosed and have a roof to withstand the elements, I am having to add walls in the near future, cost uncertain. 

  I would suggest that option 1 or 2 offers the greatest certainty and allows us all to put an end to this and move on. My personal preference would be for option 1, as it would allow me to go out and find a sauna that is actually suitable. 

   

  Let me crystal clear here: if I am not given satisfaction at least in the form of full reimbursement I will go very public and very loud with my complaint. Businesses who operate in such a bad-faith and dishonest manner as Jacuzzi Ontario has behaved towards me do not deserve people’s custom and should not stay in business. 

   

  Jacuzzi Ontario has until 15 April 2023 to indicate its intentions, failing which I will begin to take legal and publicity-generating action. 

   

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

  Business response

  06/03/2023

  Hi BBB,  

  Our director of retail, Rob B., will be reaching out to the client directly to schedule a meeting to discuss next steps and expectations. We are in the middle of making arrangements now.  

  Sincerely,

  Jacuzzi Ontario

  Customer response

  22/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: the business is not even trying to address my concerns or find a solution. The issue is not the product itself or the manufacturer; it is misrepresentation by the company selling the product to me as to the suitability of the product for my needs and for where I live.  I have attempted to upload three files outlining the latest correspondence. Please let me know if they have not all uploaded.
  
  Sincerely,
  
  ***** *******

  Business response

  24/03/2023

  Dear Better Business Bureau, 

  We appreciate the customer's concerns regarding what has been advised by our Director of Retail. The following has been advised to the client:

  "- ********** outdoor saunas are rated for outside usage in your area and we will support you in all warranty claims with **********. Having consulted with the manufacturer and warranty teams, we are not prepared to cover the costs of any additional roofing or shelter you have deemed suitable. 
  - Electrical specifications were provided in your initial paperwork and are listed online. We are not prepared to cover any additional costs associated with the connection. 
  - Regarding the caulking, we have taken this away with the manufacturer and they have advised they will be making an update."

  We are prepared to continue to support the customer from a warranty stand point and ensure any additional questions or concerns are answered. 

  Sincerely,

  Jacuzzi Ontario 

  Customer response

  30/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: once again, they are not even trying to resolve the issue.  I am left with no choice but to pursue legal action and make this knowledge public, so that others can be warned not to deal with this business. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new hot tub from jacuzzi Kitchener on the 9th October 2021 Deposit paid of $4,000 9th October 2021 Hot tub delivered 17th December 2021 remaining payment of $18,254.22 As part of the overall purchase a device was added to connect the smart phone to the hot tub using cellular data, this was a improvement from the WIFI version they confirmed. The salesperson committed that we would not have any trouble with the new cellular device connected to our smart phone. The hot tub cellular device was installed on the 17th December 2021 the same time as the hot tub delivery. The device however went live on the 20th December 2021 after a phone call to activate it was made by myself to customer care. During the activation the customer care rep of jacuzzi stated the signal was very bad and that a booster would need to be installed. I was instructed to email customer care to start the process. On the 20th December at 2:04pm I received an email apologizing for the issues and a technical rep would be in touch case number XXXXXXXX. On the 20th December 2021 at 6:28pm I received a call from Jacuzzi customer care technical rep Jeff and i explained the problems. One of which was the ********* cellular data issue. Jeff explained that there would be a cost to boost the signal, I explained that it was not my fault the signal was bad and that I purchased the device in good faith. Jeff stated he would speak with his manager. I received an email from Jeff on the 22nd December 2021 at 6:16pm stating that they would compromise on the cost and only charge me for the parts a cost of $129.81 plus tax. I replied no thank you and instructed Jacuzzi to remove the device that was purchased in good faith and refund the payment for the ********* option. On the 23rd December 2021 at 11:18am Email stating that device was working as designed and that an offer to install an additional device to boost the signal was made at my expense. They stated "were unable to remove the device for a refund"

  Business response

  07/04/2022

  Business Response /* (1000, 5, 2022/01/25) */ Dear Better Business Bureau, Thank you for your notice and for bringing this to our attention. We are happy to provide more information on this situation to assist the client in the following steps. We appreciate your time and consideration with this matter. The customer received their spa on December 17, 2021. This included the spa installation, electrical setup, and the ******** App/Cellular Feature installed. The ******** Feature is an aftermarket device installed to selected spas, allowing clients to download an app on their SmartPhone and access certain information and features. The ******** System is optional. A few days into ownership, we were made aware the client was experiencing issues with the functionality of their ******** Feature due to poor cell service. From the information given by the client to our team, Mr. ***** knew his area experienced poor cellular service. Unfortunately, Jacuzzi Ontario has no communication records regarding the client contacting us via phone to discuss these issues. ****** ***** likely contacted our ******* California team, and unfortunately, our systems are not connected. Jacuzzi Ontario does not have the technology to predict or read cellular service, as the client indicated he was told by "******i Customer Care". ******* California likely gave this information with their technical support team. When the client spoke with the Lead Technical Support Specialist on our team, Mr. ***** disclosed that he has poor cellular service in the area, the percentage of the cell signal he was given, and that it was required of him to purchase a booster antenna to increase the connectivity of the ******** Feature based on recommendations given outside of our direct dealership. We followed up and determined the cost of parts and labour associated with this installation. The antenna requires three parts; the booster antenna $54.95 + HST, the cable $48.95 + HST, and the board connector $10.95 + HST. The labour associated with the installation is $179 + HST. Unfortunately, the client was not inclined to have this part installed and absorb the total cost of this work; he requested the removal and refund of this product. Our team internally discussed a possible resolution to help Mr. ***** as this product was a final sale and non-refundable. Due to the nature of this feature installation, it is the clients' responsibility to absorb the cost of this booster antenna. Jacuzzi Ontario is not responsible for cellular service in any clients' region. If the product showed a manufacturer defect, we have steps to ensure the customer receives a working product. However, this was not the case. Our team confirmed a refund is not applicable, but we offered to waive the costs of labour as a kind gesture and offered the price of parts-only for the booster antenna related-parts. The client declined, and this was escalated internally to determine whether this situation was grounds for any further review. Our team concluded that Jacuzzi Ontario is not responsible for cellular service and connectivity issues with a working product due to the circumstances. As per this customer's purchasing agreement, all sales are final. Thus, a refund was not applicable in this case. With efforts to ensure this client is supported, we are still offering to install the additional parts to assist with connectivity with no labour costs associated. Mr. ***** would be responsible for the cost of parts only. Please let us know if you have any additional questions regarding the information listed. Sincerely, Jacuzzi Ontario Consumer Response /* (3000, 7, 2022/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Jacuzzi Ontario: Thank you for your notice and for bringing this to our attention. We are happy to provide more information on this situation to assist the client in the following steps. We appreciate your time and consideration with this matter. The customer received their spa on December 17, 2021. This included the spa installation, electrical setup, and the ******** App/Cellular Feature installed. The ******** Feature is an aftermarket device installed to selected spas, allowing clients to download an app on their SmartPhone and access certain information and features. The ******** System is optional. A few days into ownership, we were made aware the client was experiencing issues with the functionality of their ******** Feature due to poor cell service. From the information given by the client to our team, Mr. ***** knew his area experienced poor cellular service. Unfortunately, Jacuzzi Ontario has no communication records regarding the client contacting us via phone to discuss these issues. ****** ***** likely contacted our ******* California team, and unfortunately, our systems are not connected. **** ***** Response: The salesperson made it very clear to me at the time of purchase that the new system based on cellular service would provide me with guaranteed connectivity with my hot tub. The salesperson explained that ******* used a system connected through WIFI, but it was very unpredictable, so they stopped using this service and moved to cellular. The salesperson made it very clear that this addition to my hot tub would be a great addition to the ******* experience and I would not be disappointed. I was hesitant as it was a $500 addition and there would be continued cellular costs but again the salesperson made a convincing argument that I would be very happy with the service. During the exchange there was no communication regarding which cell provider would be used and no discussion on poor signal service. As Jacuzzi has indicated I can pay even more money and get a booster antenna to provide good cellular service this was not discussed at any time by the salesperson and had I known this at the time I could have made an educated decision on the full cost of the addition. I have email correspondence with Jacuzzi regarding the concern so I'm not clear why Jacuzzi Ontario is referencing the ******* California. I have attached the email PDF discussion. Jacuzzi Ontario: Jacuzzi Ontario does not have the technology to predict or read cellular service, as the client indicated he was told by "******* Customer Care". ******* California likely gave this information with their technical support team. When the client spoke with the Lead Technical Support Specialist on our team, Mr. ***** disclosed that he has poor cellular service in the area, the percentage of the cell signal he was given, and that it was required of him to purchase a booster antenna to increase the connectivity of the ******* Feature based on recommendations given outside of our direct dealership. We followed up and determined the cost of parts and labour associated with this installation. The antenna requires three parts; the booster antenna $54.95 + HST, the cable $48.95 + HST, and the board connector $10.95 + HST. The labour associated with the installation is $179 + HST. **** ***** Response: I stated we had poor cellular service based on the results of the ******* that was installed. I have a ****** phone that is working fine, my neighbour has **** again working fine There are multiple service providers in the area for cellular service with varying cellular service coverage this is across Canada. I was not given an option of which cell service was going to provided and again it was never discussed that it would be an issue for the performance of the ******* option actually the opposite as described above Jacuzzi removed the WIFI option and went cellular to remove the problem connectivity. I would be happy if they exchanged the cellular unit and installed a WIFI as I know the service would be good Jacuzzi Ontario Unfortunately, the client was not inclined to have this part installed and absorb the total cost of this work; he requested the removal and refund of this product. Our team internally discussed a possible resolution to help Mr. ***** as this product was a final sale and non-refundable. Due to the nature of this feature installation, it is the clients' responsibility to absorb the cost of this booster antenna. Jacuzzi Ontario is not responsible for cellular service in any clients' region. If the product showed a manufacturer defect, we have steps to ensure the customer receives a working product. However, this was not the case. **** ***** Response: There was no discussion on final sale for the option at any given time, maybe this was buried in the small print I'm not sure. Again, I purchased the ******* option in good faith and would expect it to be working without having to pay additional costs. If the booster option works, I feel that its Jacuzzi Ontario costs to pay as stated multiple times there was not a conversation regarding possible additional cost with a booster, if this was discussed at the time I would have said I don't want the option because it sounds that there is no guaranteed service as stated by the salesperson at the time of agreement Jacuzzi Ontario Our team confirmed a refund is not applicable, but we offered to waive the costs of labour as a kind gesture and offered the price of parts-only for the booster antenna related-parts. The client declined, and this was escalated internally to determine whether this situation was grounds for any further review. Our team concluded that Jacuzzi Ontario is not responsible for cellular service and connectivity issues with a working product due to the circumstances. As per this customer's purchasing agreement, all sales are final. Thus, a refund was not applicable in this case. **** ***** Response: Again, all sales are final was never discussed and I would think this would not apply to a purchased product that is not working the way the salesperson sold it to me Jacuzzi Ontario With efforts to ensure this client is supported, we are still offering to install the additional parts to assist with connectivity with no labour costs associated. Mr. ***** would be responsible for the cost of parts only. **** ***** Response: I will be happy to: 1. Have the booster installed at no extra charge if Jacuzzi felt this would provide me the guaranteed service stated by the salesperson 2. Exchange for a WIFI version 3. Refund the payment and *************************************************************************************************************************************************************************************************************** Unfortunately I have further problems with the hot tub that are still in discussions with Jacuzzi Ontario that I am hoping to resolve before I have to enter a second complaint I am very very disappointed so far with Jacuzzi Ontario and can only hope this is not the ******* worldwide brand approach to customer care. We purchased a ******* product thinking we were buying the best in class product and service so far we have been badly let down. I'm still hopeful that Jacuzzi Ontario will understand that **** ***** the purchaser, purchased the product in good faith and that Jacuzzi will sort this problem out after doing their due diligence Business Response /* (4000, 18, 2022/03/11) */ Dear Better Business Bureau, We apologize for the delay in our response. Our team never guarantees or promises anything. Whether it relates to hot tub delivery, ETAs, or connectivity with our ******** Apps, our sales representatives cannot guarantee connection as they know it is based on the cellular signal. Our clients are sold any products we find to be an added feature to their overall ******* experience. The ******** app is an optional feature that customers may choose to approve or deny at the time of purchase. In any client's case, we can never predict whether the connection of the app will be successful. We've created a booster antenna that allows those with a poor cellular connection to connect to the spa. We are mentioning ******* California because the client must have spoken to them to get a specific percentage of cellular connection. Again, Jacuzzi Ontario does not have the technology to predict such. Otherwise, the alternative solution we provided was installing the antenna with just the cost of the part applicable, no labour as a kind gesture and wanting to support the customer. The client admitted to poor signals after purchase and installation and declined any compromise to the solution. His purchase is non-refundable, as per his contract agreements, and we are still willing to offer this solution to the customer. We will not be accommodating another solution at this time. Sincerely, Jacuzzi Ontario

• Initial Complaint

  21/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 14 feet Jacuzzi spa from this business last Winter. I received the pool on May 15/2021. Part of the pool ********** was not connected and after few email and phone call; a technician solved this issue. around end of August and beginning of September the LCD color changed to yellow. I contacted the company September 20/2012. Since then the company is telling me that there is global shortage and they have no idea when it will be available. I wrote multiple emails regarding my worries about the pool shut down and might freeze. I asked them to Winterized the pool since it is under warranty; and they have to responsibility of keeping the pool functioning. I spend $ 46000 on this pool because the company claims that they have the best quality pool which turns out not to be true. The company asked me to consider buying ceramic heater and leave it in the pool. The pool is more than 27 feet away from the house and a licensed electrician told me it is dangerous and they would not help me. Now the company left me with no real answer, they continue to sell and produce pools because they have LCD inventory and ignoring the fact that there is a customer which is frustrated *****************.

  Business response

  20/04/2022

  Business Response /* (1000, 5, 2022/01/10) */ 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 spa repairs. This customer's spa was delivered in May 2021 with our team. In August 2021, the client reached out to us with concerns about his spa not operating as it should. We scheduled a service appointment for our technicians to address and repair his unit right away. On August 27, 2021, it was determined that the customer's ********* Control Unit was not connected to the Spa Pack as it was intended. The technician repaired this issue on the same day, and the client's spa was in working order following his service appointment. In October 2021, **** ******** reported his Control Panel being yellow. The technician was able to service his spa at the closest available date. The technician concluded that the display needed to be replaced and immediately ordered the correct part. Unfortunately, due to COVID-19, our normal business process has been severely impacted, such as the manufacturing and shipping parts and products. We can no longer produce items as quickly as pre-pandemic and have been transparent and clear with all clients to ensure the right expectations are set. We have constantly communicated to this client, ensuring him we are still waiting for the part and that we are still focused on providing service upon receipt of the part. This client had to wait for the correct part to arrive to complete the necessary repairs on his spa. We recently received the part and visited the customer's home to complete the service. Unfortunately, the customer did not provide adequate access to his spa according to our terms and conditions. We have rescheduled a service date to return and complete the required repairs right away! The client knows the situation and understands our expectations on the agreed service date. Please let us know if you have any further questions or concerns regarding the following information. We are looking forward to your reply. Sincerely, Jacuzzi Ontario Consumer Response /* (3000, 7, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response; I found the response is not accurate and basically covering up this company day by day operation. When I got the product in May 15/2021; they connected in a hurry and left. Soon I found out that they forgot to connect ************ The only way to communicate with this company is through sign in account ( similar to Robocall) and the only option is to ask for service appointment and pay the fee. Finally through contact with sell person, I got in contact with them, the Technician came over and fixed the problem on August 21/2021; more than three months of the purchase. On September 20, the LCD color was turning yellow; I contacted sale person which in return contacted some one else and finally I was told to contact the company through sign in account, I have to pay but later they reversed the payment. A Technician showed up October 2021 and said the part needs to be changed, I asked him if any thing I could do; the answer was negative. He did not ask me to remove two pieces of wood which was installed at the north part of the pool. Few days ago, I received an email and Text that a Technician is driving from London Ontario to do some works in the area and will bring the part and install it. Around 3:30PM a young Technician showed up and mentioned that those two piece of wood need to be removed to get access to the pool ( Why first Technician told me that). He was in rush to leave, 1/2 an hour later the piece of the woods removed. Now I have to go through their sign in and pay to make another appointment. I am a doctor and every day put my life in danger to support and help others, now I have COVID 19 as a result. ********************************************************************* This company has no customer service and I am frustrated. They charge 10K about market price claiming their product is the best; in reality it is similar to others. Thank you Business Response /* (4000, 9, 2022/01/20) */ Dear Better Business Bureau, We appreciate the client's response. We are sincerely apologetic for the situation **** ******** has experienced. We are always dedicated to doing whatever it takes to rectify the circumstances and provide our clients with as much support as we can provide. All our clients can contact us through email, call our Customer Care/Service Team, or communicate via an online portal on our website. All clients can request a call, or phone us directly for hot tub support, booking service appointments, and questions and concerns. Unfortunately, COVID-19 is severely impacting normal business operations for companies everywhere. We have done everything within our capacity to reduce the adverse effects it causes our team. Ultimately, part orders, part and product manufacturing, and shipping have been negatively affected, resulting in delays. As of January 12, 2022, **** *********** spa was repaired by replacing his LCD display. The technician tested functionality to ensure the spa was operating as expected before leaving the service. We appreciate the feedback from this situation. It was deplorable, yet also assisted our team with ensuring we are actively doing all within our power to make repair services as smooth as possible with the Pandemic and business issues we face due to COVID-19. We're extremely saddened to hear the client is now recovering from COVID but wish a speedy recovery for him. Should he require any further support at this time, we are more than happy to connect and assist with such. Best Regards, Jacuzzi Ontario Consumer Response /* (2000, 11, 2022/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  13/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Jacuzzi from his company in 2018 and is on the Jacuzzi For Life programme I numerous issues with lights cover and water The LED strip lights was replaced twice The last in replacement was on September 27 2021 After 5 days the LED strip starting to come away from the hot tub and was almost falling into the water I contacted the company and they have numerous excuses under the sun As of yesterday they advised me that the part that they put was defective and the only got to know about it yesterday I was unable to use the Jacuzzi due to the lights being unsightedly and I had guests at home who could not use the jacuzzi They now I indicating that they could only come and reinstall another light strip in early spring next year This is unacceptable as I paid a heavy price for this and I also on the Jacuzzi for life program I have also on numerous occasions that the manager /chief operating officer call me - no response I have sent them photos of the issues

  Business response

  31/05/2022

  Business Response /* (1000, 6, 2021/11/04) */ We are actively working with Mr.***** on the repair of his LED lights under warranty. We've advised Mr.***** that there are delays due to product availability and will keep him up to date on the arrival of the components required to repair the lights. Should Mr. ***** have any questions, he can reach out customer care team at ************@**************.com and reference case #XXXXX

*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. ↩