Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Jacuzzi Bath Remodel through ****** for a $21,000 bathroom remodel, expecting a high-quality installation and functional bathtub. However, after installation, our water pressure severely decreased, with the hot water pressure being especially low. This is unacceptable, especially since we remodeled specifically to use the bathtub.Jacuzzi has sent out three different plumbers, but the issue remains unresolved. The last plumber even admitted that this is a common issue and complaint they receive, which raises concerns about the quality of their **************** addition to the defective installation, I have lost significant time and wages due to waiting for service visits. I have had to miss work, and on multiple occasions, plumbers have arrived late or failed to show up entirely. I have wasted time waiting on hold and dealing with customer service.Resolution Requested:A full refund OR a partial refund due to the ongoing issues and failure to deliver a properly functioning remodel.A resolution within ************************************************************************************* legal action.

  

  Business Response

  Date: 04/13/2025

  We apologize for any inconvenience caused. Your feedback is valuable, and we would appreciate the opportunity to make things right. I have escalated the matter to our customer care team and they will be in contact with you to better understand how we can make things right.  

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy #: *********** I had a contract with them for a bathroom remodel. I gave him $2,000 down and the total cost is $25,793.00. I was told by several people that I could get it done for less money. I wanted to do a walk in shower since I had injuries from being in ******* War. I already cancelled it and now they are saying I owe them $900 because I cancelled the contract. I can&#**;t afford it.I would like to cancel the contract and to get my $2,000 back from them.

  

  Business Response

  Date: 03/14/2025

  Hello! We're truly sorry to hear about your experience and understand your frustration. Your feedback is valuable, and we would appreciate the opportunity to make things right. I have escalated the matter to our customer care team and they will be in contact with you to better understand how we can better understand the situation and work towards a resolution.  

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 10/21/2024,The sales person lead us to believe we were getting a stand alone tub, instead they attempted to install a cheaper tub that was not what we ordered. The original price quoted was $33,000 With all the discounts applied. They agreed to refund the bathtub which was $13,000. But wanted to subtract that from the original price with out the promised discounts. Which is $52,000. We were told over the phone that the price we would pay for the shower would be $24,000. But today we were told that it would be a lot more money. They would not give us a total price. They are refusing to provide us with an itemized bill.

  

  Business Response

  Date: 02/28/2025

  We're truly sorry to hear about your experience and understand your frustration. We appreciate you bringing this matter to our attention for future situations to better our business. I have escalated the matter to our customer care team and they will be in contact with you to better understand how we can assist you and make things right.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service to have my existing bath tub removed and replaced with a walk-in shower on 07/16/2024. The installation took place on 08/08/2024 and this is when issues were noticed. The shower doors are not level, therefore allowing water through the gap at the bottom closest to the wet wall. The trim at the bottom of the doors, which prevents water from escaping the shower, is not attached to anything. Different colored caulking was used, vs only white. The installed shelves are not level, and the wet wall panel was not cut with a straight line at the top; it is jagged. I contacted Jacuzzi and they sent out another team a few days after the installation, they said they couldn't repair anything and that two panels would need to be replaced to make the door header level w/out exposing holes. I waiting to hear from the Service Manager to schedule this work, but never received a call/text/email. I reached out again in October, was told that there was no record of anyone coming out. I was able to get them to have a manager come out to inspect the installation. He explained that the doors need to be replaced and they should be able to move the header without replacing panels and that they would secure the bottom door trim and all caulking. I would receive a phone call later that day or the following...I did not. To this date I have not received any follow-up, and I don't have the time or energy to try to get in touch with them. The total contract price was $15,903.00.

  

  Business Response

  Date: 12/06/2024

  The customer's concerns were escalated to customer care on 12/5. ************* is currently investigating the issue and will be reaching out with a solution.

  Customer Answer

  Date: 12/06/2024

   I have been told multiple times that I would be contacted and never am.  This response is just a continuance of the runaround I've been dealing with.

  

  Business Response

  Date: 12/13/2024

  Thank you for taking the time to share your feedback, and I sincerely apologize for the frustration youve experienced. It's clear we have not met your expectations, and I understand how disappointing it must be to feel like you're being given the runaround. Please know that this is not the experience we intend to provide. I would like to personally address your concerns and ensure you are properly assisted. Could you please reach out to ******************************** or let us know the best way to contact you directly so we can resolve this matter as quickly as possible? We value your business and want to make things right. Again, I apologize for the inconvenience, and I appreciate your patience as we work to resolve this issue.

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jacuzzi did a bath remodel for us on 8-27-24. Prior to their installation we had a new toilet installed by a different plumber about one month earlier. Jacuzzi gouged the new toilet seat lid probably with some tools. We have called them 3 times and they promise a manager will call call us back but it never happened. I have replaced the toilet seat for $32.99 and I have the receipt and am seeking reimbursement. I have saved the damaged seat.

  

  Business Response

  Date: 11/04/2024

  The customer's request has been forwarded to customer care, who will contact them to discuss it further.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jacuzzi started a bath remodel in fall of 2022. Completed master bath in January ex ept they installed the wrong color shower seat in the master bath. They said that they did not have the light color seat( installer said that he would install the seat that he had. When the correct color was available, it would be installed. Followed up with customer service who said that the correct seat was not available). In May 2023, we noticed open areas in caulking. In June, an inspector came out. Confirmed that there could be leaks so all 3 walls should be replaced. Since the wrong seat was installed originally, they would install the correct color seat. When repair was made. When repaired, Jacuzzi did not bring a seat. I had to call several times before someone came out. On 7-25, installer came out with correct seat however, I showed him that the shower pan would sink when you step in. He advised that if not replaced, it would Crack. To replace, all 3 walls would need to be replaced. He could not install the shower seat until other repairs were made. I asked if he could leave the seat since we had paid for it. He said not, but allowed me to photograph. He called his supervisor to confirm repairs. It would take 4 weeks to get materials. I have been calling Jacuzzi **************** for status. Each time, I was told that they had to get with their production people and get back to me. I ha e the dates and customer service names that I talked to. To date, no one has called to give us a repair status. Since the previous repair, I noticed another defect( attached);. At this time, Jacuzzi would need to replace shower pan, the 3 walls, install correct seat and repair defects plus confirm if there are leaks. There are other defects other those attached, however, they should be corre *** after replacing the 3 walls .

  

  Business Response

  Date: 11/01/2024

  We're sorry to hear about the problems you experienced with your installation. Your concerns have been forwarded to our customer care team, who will be in touch to discuss them further.

  Customer Answer

  Date: 11/07/2024

  I am rejecting the response from Jacuzzi Bath  because one of thr complaints is that I have talked to their customer service team several times over the last months.  They acknowledge  the issue. State that someone will get back to me but no one dies. So, there response that they will turn this over to their customer service  is not a positive action . Unless, they get back to me with a repair date, the issue is not resolved.. the original issue is that Jacuzzi  did a remodel of our bathrooms. On the master bathroom, they were to install a light color shower seat. On date of remodel, the installer brought out a darker seat( does not match the current colors in bathroom). He Said that he would install the wrong color seat but come back put with the correct seat later. I was to contact customer service. They responded that that was the only color that they had. In May of this year, I talked to them about some deterioration in sealants between wall sections. A supervisor from Jacuzzi came out in June of 2024. He reviewed and agreed that deteriation could result in leak behind walls. He said that the "pony wall" and another wall would need to be replaced. I asked about the shower seat. He said that the existing seat had to be removed when they fixed the walls. The correct light color seat would be installed. When the walls were repaired, the installers did not bring a seat. I had to contact customer service to have the correct seat delivered and installed. Finally,  at the end of July. Another installer brought out the correct seat for installation. As he stepped into the shower, I heard a noise from the shower pans. He said that there was a problem with the pan that was installed originally. In order to fix that. Jacuzzi would need to order a new shower pan and replace all three walls. He called his superiors at Jacuzzi to explain the problem. He told me that they would accept his(the installers) recommendation. But it could take up to r weeks to get the materials. I was to follow up with customer service. Since I had a hard time getting the correct shower seat. I asked if I could keep the seat until Jacuzzi came back to complete the work. I did not understand this since I had paid Jacuzzi and that seat belonged to me. He said that he was not allowed to leave it. All this was approximately July 30. I have called customer service multiple times. Each time I was told that someone from production would need to call me back with a status. Once, they said that they had my wife's number as contact. I explained that she was working and might not be able to answer her phone while at work. I gave them my contact numbers, ************ and ************. I also checked with my wife to see if she any messages from Jacuzzi and she did not.
  To resolve this, Jacuzzi  would need to come out, replace the shower pan, the 3 walls and install the light color shower seat.  Also, use a sealant that does not deteriate. 
  Since the last repair, there has been additional deteriation that I did not mention since the walls must be replaced. I request that the repair occurs within a reasonable time period considering the time that we have waited.
  Again, a response that they will turn it over to someone within their organization is not acceptable.  They will need to schedule and complete the rework that is needed.
  If you need additional information, please advise.

  

  Business Response

  Date: 11/13/2024

  The customer spoke with a customer care representative on 11/12. During the call, they were informed that on 11/13, the team will verify whether all materials are accounted for. Production will then provide an update on the materials, which will help clarify the current status and allow us to determine when we can move forward with the installation. The customer care representative assured them she will be there to support them until the end. 

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 26, 2024, Jacuzzi Bath Remodel installed a new shower in our home in *******, **. About two weeks later we noticed that the floor pan of the new shower was not installed properly, as it moved up and down and made cracking noises when we stepped on the floor pan near the drain. We called Jacuzzi and they sent someone out who inspected the shower. He agreed that it was improperly installed and that eventually it would start leaking into the upstairs floor of our house, so he said Jacuzzi would re-do the whole job. Ever since then we have been calling Jacuzzi about the re-do. At first they said the new materials for the shower would be ready by mid-August. It's now September 6, and nothing has happened. We have called them a number of times to complain (most recently on September 4). Their customer service representatives say someone will call us back, but no one ever calls back. The original remodeling job cost us $17,052.37, which we financed through a loan company and of which we have already paid $3,000.00. For this amount of money, I think we have a right to expect better and more responsive customer service. To me it just looks like Jacuzzi doesn't want to make the repairs and is stonewalling us. Also, we were promised a $1,600.00 gift card from ****** (since Jacuzzi has a business relationship with ******), but we can't get the gift card until Jacuzzi notifies ****** that the job is completed. The longer we wait for Jacuzzi to replace the shower, the longer we will have to wait for this gift card to which we are entitled.

  

  Business Response

  Date: 09/09/2024

  This customer is on the schedule for tomorrow 9/10 for a redo. 

• Initial Complaint

  Date:07/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past Six Months I have Unsubscribed and even Blocked this company on my phone yet i get weekly emails! I am a Business Owner with a BBB Accredited A+ Rating for Over Two Decades!! My business name is All Star Plumbing. I would NEVER do these unethical advertising practices and I Hope the BBB Agrees with me ENDS This Onlslaught Email Harrassment!!Sincerely *********************** Owner All Star Plumbing Mesa Az.

  

  Business Response

  Date: 07/24/2024

  The individuals feedback was noted internally and will be taken off the email list. 

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contract with Jacuzzi Bath Remodel through ****** on 4/1/2024. The installation date was set for May 8th. I contacted my salesperson and customer service at ********************** prior to the installation date and was told that everything was ready, and the installation date was still May 8th. The installation crew would be there at 9:00 am. On the 8th, no one showed up and I finally called at 9:45 and was told the shower pan had not arrived and I would be contacted with a new installation date.I contacted my salesperson who said they did not have the materials to make my shower pan and had no idea why I not contacted. I called on the 7th and they confirmed my appointment. I took a day off work for the installation. They had new systems and having difficulties getting information on the status. It was on excuse after another with no resolution.Unless I call, I do not receive any communication from Jacuzzi. I called on June14th and was told the pan had been made and they would know on June 17th whether it arrived. Again, no call and still waiting for confirmation of what is going on. I have asked for a manager to call and spoke with ****** who was supposed to call me on each Tuesday to provide a status. Only call was on June 4th.I am waiting on the parts to get the shower installed but other customers need to be aware of the missed promises and lack of communication from Jacuzzi.

  Customer Answer

  Date: 06/28/2024

  Jacuzzi Bath Remodel has cancelled the contract per ******** advice and is in the process of issuing a complete refund.

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired company to redo my bathroom in October of 2022 and the project was to be financed through their finance company, Green *** financing. In May of 2023 I started receiving calls from company to redo the loan paperwork or pay them $9000 because the balance had not been paid. I have made every payment with Green *** and it turns out that the company never filed a certificate of completion on project and a request for disbursement of funds on loan. The construction line closed and no more withdrawals could be made at this point. They have now reported me to credit bureaus and turned matter over to collection agency despite me making all of my payments. I have also discovered asbestos and lead paint in the bathroom. The home was built in 1965 and therefore testing and proper remediation needs to be done when doing this work by federal and state laws as well as their contract. I should not have to pay out of my pocket two years later for their errors, especially with them putting my health at risk by ignoring the asbestos and lead paint protections

  

  Business Response

  Date: 06/28/2024

  I have escalated the customers concerns to our customer care team. They will be reaching out shortly to resolve this issue.

  Customer Answer

  Date: 07/11/2024

  The business's only response was that they would escalate the issue and contact me, they have never contacted me. The business did not follow their own contract for financed payments and I should not have to open more loans or put effort into covering their mistakes nor should the business be reporting it as unpaid or using collections in order remedy their errors. I again ask that all collection efforts cease and credit bureaus be corrected
  
  **** Points
  ************

  

  Business Response

  Date: 07/19/2024

  On June 26, a team member discussed this issue with the customer, who declined a $500 credit. We will forward this matter to customer care for further follow-up.