ComplaintsforJacuzzi Hot Tub

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a jacuzzi bath tub for my master bathroom renovation project, purchased in February 2024. I spent around $4.3K for the tub.After delivery, my contractor hooked up to plumbing to test, when we found out the tub had a slow drip leak out the side. Since brand new and under warranty we contacted Jacuzzi to help out.The Jacuzzi warranty team assured me the tub would be repaired. The warranty rep said he would contact us in 24 hours to schedule a repair technician to visit. Five days went by, with no followup or callback from Jacuzzi. After many emails and calls to Jacuzzi with no responses or callbacks, I eventually got through to the warranty team again. They said they were still looking to schedule a technician. A week later after many more attempts to contact, I got through to their warranty team manager. He said they couldnt find a service technician in my area (the ***************** Area!) so were still looking. After that, weeks went by where I called, left voicemails, emailed, and had the regular customer service lines request callbacks for me with the warranty team, but they never responded to anything.More than 1 month went by, and the Jacuzzi sales rep who sold us our tub tried to help out with our case; she also could not get any support from the warranty team. She said after contacting her management, they would just send me a new tub, since the warranty team was non-responsive. For all I know, my tub could have just a broken hose or a tiny hole to patch, yet their solution is to have me scrap the first tub. This is a nuisance for me - I need to pay for removal, disposal, and another installation. Its also a bad solution for the environment.3 more weeks have gone by since, and although Jacuzzi says a new tub is shipping, I still have no re-order confirmation or tracking info about a new tub. Its now been 2 months, I still have a faulty tub, and no confidence in line of sight for Jacuzzi to resolve this. Their "warranty" seems like a scam.

  Business response

  05/20/2024

  Good afternoon,

   

  The issue is being resolved with a warranty replacement for the unit at no charge to you. Under the warranty terms and conditions a replacement unit is being sent out. You can contact ******** Services at ************ with your order confirmation number *********. We apologize for the delay as we are maneuvering through a new system that was implemented as of 4/1. 

   

  Thank you,

  Jacuzzi Customer Support

  Customer response

  05/24/2024

   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. I sincerely hope that Jacuzzi can improve their systems so that warranty issues with their products can be inspected for repair before scrapping what could potentially be a fixable product. And I'd advise for them to improve their warranty team support for other customers, so that process does not require the consumer's communication to be handed off amongst many members of their support team, have no responses from some Jacuzzi support representatives, and require escalation to customer support director to get support after 2 months on an open case.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a Jacuzzi spa tub that is under warranty. I have been talking with this company by phone and email and was told the failed part would be replaced under warranty. It has been over a month and the part has still not shipped. I continue to be told that they have a new system and it is not working correctly to process orders, etc. My tub is currently out of use due to this part failure. They show the warranty is approved, but not shipped. I do not see the issue with just boxing a part and shipping it. I would like this resolved asap. Thank you.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The base of a Jacuzzi Tub I purchased cracked. This should be repaired or replaced under Jacuzzi's limited Lifetime warranty. However, they have stalled this request since December of *********************************************************** phone calls.

  Business response

  04/09/2024

  Hello *******************,

  In reviewing your case on file 06340320, Correspondence on this case in regards to your limited life time warranty is still on going. We show you are in communications with the **************** Manager ******. Please feel free to contact him at ************ and ask for him specifically. 

   

  Thank you,

  Customer response

  04/10/2024

   I am rejecting this response because:
  
  Yes, you are correct that the case is still opened.  However, this case has been opened since December 21st, 2023.  There is absolutely no urgency or professionalism from your current team in attempting to resolve this issue.  It took weeks, then a month before your team members will respond to my emails or calls.  This most recent communication from your Regional Manager took an email on February 14th, and 3 phone calls before finally someone taking my call on ***** 4th.

  On that call, they said they didn't receive the requested picture.  How hard is it to ask the customer for the picture again?  I've resent that picture and more within the same day, and still, no reply after another week.  Do I need to wait 2 months now before they reply again?  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a new J-345 Hot Tub (Serial Number **********. It was delivered and installed by **************** on December 8, 2024, and we have had several problems with it. Although **************** did a good job with delivery and set up there were several manufacturing issues with our hot tub. The lights under the hydrosoothe massage pillow, one of the cup holders, and the main light in the tub did not work upon delivery. The light issues were finally resolved after three service calls. The biggest issue was the hydrosoothe pillow. This also did not work upon delivery and was one of the major reasons we purchased this hot tub. I reported this to my local dealer and they needed to come out multiple times to fix it. The service technicians determined that the water line to the hydrosooth pillow had a kink in it and they had to tear out the factory installed foam insulation to access it and then they had to use aftermarket blanket insulation to cover it back up. The main reason that I spent the extra money on this brand/model was because I was told it had superior quality and components. I understand that all hot tubs need maintenance over time but these features didn't work on day one. I don't think it's acceptable for an owner to have to agree to have their factory-installed insulation ripped out and replaced with after-market insulation within the first week of ownership. I live in Northern ******** and it gets very cold in the Winter. One of the reasons I chose the Jacuzzi j-345 over the Bullfrog Q7 because I was told it had superior insulation. After two weeks of ownership, my factory installed foam insulation was ripped out and replaced with aftermarket insulation. This is going to reduce the energy efficiency of my tub, cost me more money to maintain, and potentially cause additional problems in the future. I think my local dealer did the best they could to address these manufacturing problems but I expected Jacuzzi to make this right. Due to these issues, we couldn't use our new tub for the first two weeks we owned it. These quality issues should have been discovered and addressed before our tub left the factory. My local dealer provided me with contact information for Jacuzzis customer service department and told me to contact them directly regarding manufacturing defects.Per my local dealer, I reported the issue to Jacuzzi on December 21, 2023 (Case No. XXXX9612) and requested a partial refund for the damage to my hot tub. On December 28, 2023, I received a short response from Jacuzzi stating that it doesn't give reimbursements or refunds for repairs. I explained to Jacuzzi that this was a manufacturing defect on a brand new hot tub a not a repair, maintenance, or part failure issue that is handled by the parts and labor warranty. On January 5, 2024, I requested that this case be reevaluated by a supervisor or manager. I didnt receive a response so I submitted another written request on January 10, 2024. On January 10, 2024, I received an auto-generated email confirming that Jacuzzi had received my complaint (New Case No. XXXX7016). This email stated that one of their agents would be in touch with me shortly. It has been over a month, and Jacuzzi has not contacted me to resolve this.We saved up for this hot tub for several years and so far our experience has been really disappointing. I requested a reasonable partial refund for the manufacturing defects and damage to my hot tub (tearing out my foam installation and replacing it with after-market foam insulation), and cant even get a substantive response from Jacuzzis customer service department.I am filing this complaint in hopes that Jacuzzi will do the right thing and address this. We spent approximately $15K on this hot tub, and I think we deserve a partial refund or some other type of compensation for the damage to our hot tub and the other manufacturing defects described above.

  Business response

  02/16/2024

  Our records show that all repairs were completed under the terms of the limited warranty manufacturing defects. Due to the issues you experienced with the product the dealer gifted at no cost SmartTub monitoring systems with free labor on 12/15/2023. The value is about ***** with labor. You asked for monetary compensation and we advised in that email this is not something we do. After speaking with your dealer, your spa claims you experienced no down time they went and purchased foam so that you did not experience any down time.  The repair to the lights which would not cause down time and the kinked hose can happen in manufacturing when the foam drys that repair took one day to fix.  I spoke to the owner who has advised that as soon as the weather permits, they will remove the temporary foam and will replace it with factory foam we sent back on 1/11/2024. We have extended your warranty for 6 months and your dealer is aware of that extension. We do not give monetary compensation. Through this whole process your dealer has been in contact with you.  And we have been in contact with your dealer.

  Customer response

  02/21/2024

   I am rejecting this response because:  Jacuzzi incorrectly states that there was no "down time" due to the manufacturing issues (lights and kinked water line). That is not true.  As the owner, I can say that there was definitely down time during the several sevice visits that were needed to fix these issues.   I also could not allow my family to use a hot tub that was experiencing electral issues with the lights and had a kinked water hose.   I want to make it clear that I have no issue with how my local dealer treated me and I think they did their best to make fix problems with a brand new hot tub that should have worked propertly upon it's initial delivery and setup.  My wife and I paid a lot of money for this hot tub and believe that these issues could have be avoided if more extensive quality control measures were in place. I contacted Jacuzzi regarding these issue because this was a manufacturing problem on their end. I filed this complaint with the BBB is because ******* never responded to my January 5th email to customers service.  The email I received back from them on January 5th stated that one of their agents would be in touch with me shortly.  They didn't respond to me so I filed this complaint in hopes that they would respond to my complaint.  For the reasons provided above, I am requesting the Jacuzzi extend my factory warrenty for a period of two years.  
  
  
  

  Business response

  02/29/2024

  Thank you for your response. We regret any inconvenience you have experienced thus far. Your warranty has been extended for 6 months. We are not able to extend the length you are requesting. Our apologies for the non-response on January 5th our system logged your case as a duplicate. Because the body of the email was identical for the same case we had open for you. I have reported your concern to our IT department thank you for that feedback it helps us to improve.   

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April of 2023 we purchased a Jacuzzi RIV6638 WLR 2CH for our new house build. In august, our contractor began teaching out to Jacuzzi to get a service person out to fix our tub as one of the jets leaked. We are now almost into November and our tub is still broken and not fixed. After a lack of response from Jacuzzi I finally requested that a replacement tub just be issued. Jacuzzi stated that wouldn't be a issue as they were not hearing back from any service agents. Its now been several weeks of the runaround with still no operable tub in sight. I am requesting that Jacuzzi makes it right and either fixes our current tub within the next few weeks or ships a new tub asap as its still under warranty.

  Business response

  11/21/2023

  This unit is being replaced. I will provide the details including the tacking number next week.

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a hot tub from Jacuzzi Hot Tub in ********** ** back in 5/2020, was delivered 9/20. April 30,21 I contacted the seller of said tub because of damage to the handle of the cover, which is under warranty for replace, was accused of "being to rough" with said cover, went above seller and went to Jacuzzi itself they stated they would get me a new cover. I sent pics. Needless to say I was suppose to get a new cover within a few months, never heard any further. On 8/21/23 I contacted Jacuzzi again because I now have the arm of the cover popping off of the encasement of the tub, which is also splitting bc of the weight of the arm bar popping off. I Spoke to a rep on this date and was told she left a message and someone would call me back. I have yet to hear from anyone. I have been dealing with this for over 2 years at this point with no assistance. My tub is under warranty. I have pics of the damage I sent to both the seller as well as a rep back in 2021. I also have an email complaint where the seller gave me a hard time about my damages, that was forwarded to the rep I spoke to back on Jan 24,22. The **** *********************** was very helpful, however I haven't heard another word from them other than it would take a few months. I can email the interactions with **** should you need it. I can forward the pics of the original damage to cover, should you need pics of the new damage I will gladly forward them as well. I am just looking to get my repairs fixed! Hot Tub originally purchased at Jacuzzi Hot Tubs of **********, ********************************************************************** ************

  Business response

  11/16/2023

  Thank you for your patients in this matter.  I have investigated your case.  I see that I have been the one walking your through since 10/2023 to get your replacement cover.  I just received an email from you after they installed your cover.  *************, you included your panels that were damaged by your dealer.  I handled that as well.  Dealer ordered your panels please keep in mind these are made to order, and that process takes 4 weeks-6 weeks.  Your retail store will be out to install the new panels as soon as they are received. Please feel free to reach out again if you have anything further. ****** ************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express our profound dissatisfaction with the recurring complications we have experienced with our Jacuzzi hot tub, which was purchased on January 6th, 2022 for nearly $19,000 from ********** in *********************. It is with considerable frustration that we communicate our dissatisfaction with the current state of affairs. Despite the hot tub being under warranty, the series of problems we have encountered, culminating in the recent service visit from the service representative ***** on August 24th, 2023, has left us deeply disillusioned and desiring a resolution beyond the cycle of recurring repairs.The timeline of our grievances is as follows: January 6th, 2022: Delivery of the hot tub, necessitating a service call from ***** to address a pump issue. January 2023: Instances of light and k*** malfunctions. April 5, 2023: *****'s attempt to repair the ****, resulting in further damage to the front panel, which remains unresolved to date. July 2023: ***** came to fix the k*** properly, and arrived with a full light harness, saying that he needed to replace the entire harness and would need to rip apart all the insulation in the entire hot tub and it would be a full days work. He started cutting the back of the insulation and then we informed him that the light harness didnt have lights..He then realized after we informed him of this, that he had the wrong part. We expressed to him, it seemed to maybe make sense to just replace the water fall light since that was the one that wasnt working and least invasive.. He bent the metal bits on the flow switch and said he fixed it. We then continued to get flow switch errors and a hot tub that would not heat. August 24th, 2023: Subsequent to *****'s latest visit, he had the wrong part for the flow switch and additional issues surfaced, including another malfunctioning light and 3 speakers no longer working, further exacerbating our dissatisfaction. The sequence of events described above indicates the presence of a more significant issue, which could potentially be related to the electrical system of the hot tub. Given the frequency of required interventions and the inadequate resolutions we have experienced, we are no longer amenable to continued repairs that encroach upon our time and finances. This sentiment is amplified by the substandard customer service, protracted wait times for parts, and what we perceive as a lack of commitment to customer care by **********************************, we are compelled to highlight our disapproval of the replacement of the hot tub lid with an inferior alternative. Our initial purchase encompassed the entire product, and any warranted replacements should reflect the original specifications.As patrons who utilize the hot tub as a health product, its persistent inoperability and the considerable disruptions it has caused to our daily routine and professional commitments are untenable. The cumulative effect of a year and seven months of ownership marred by incessant issues and protracted resolutions is untenable.In view of these circumstances, we urge Jacuzzi to reconsider the trajectory of this situation. We are at an impasse where a comprehensive and definitive resolution is imperative. As discerning consumers, we expect a prompt and meaningful course of action that both rectifies the present issues and restores our confidence in the quality and reliability of Jacuzzi products and customer service. I have become aware of a situation involving a colleague who owns a Canadian Spa hot tub. Over the course of three years, he has encountered no problems with his hot tub, despite paying significantly less than we did for ours. Upon experiencing his hot tub firsthand, it is evident that his unit matches the quality and features of ours. Notably, his only required replacement pertained to the headrests. Remarkably, this replacement process was seamless, with the replacement headrests promptly delivered within seven days. When we had issues with ours, ******** did not want to replace them, and it took 5 months. This comparison serves to intensify our frustration with the challenges we are facing. We look forward to a response that not only acknowledges the gravity of our concerns but outlines a viable plan for remediation. Our preference is for a resolution that does not involve further extensive disassembly of the hot tub. We believe that it is in both our interests and Jacuzzi's to find a solution that reflects the premium nature of the product and the standards upheld by your esteemed company. Thank you for your attention to this pressing matter. We anticipate your response at your earliest convenience.

  Business response

  11/15/2023

  Our records show that all repairs were completed under the terms of the limited warranty. Due to the issues consumer experienced with the ******* assisted with extending the parts and labor for one year. In addition, we sent a care package consisting of pillows and filters for the homeowner to use in the future. If you need anything in the future please feel free to contact us at ************.

   

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

  Concierge Service Lead

  Customer response

  11/15/2023

   I am rejecting this response because: the issues have not been resolved. Our power bills have been through the roof since the hot tub heats then stops working then has to heat again. We get ***** notifications on the app of the hot tub not working a day for months 
  
  

   

  
  

  Business response

  11/16/2023

  Thank you for that information. I will reach out to your dealer to set up service and find out what is going on.  My deepest apologies for the ongoing issues.

   

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

  Customer response

  11/16/2023

   I am rejecting this response because: I have had significant repairs and issues since I received this hot tub. 
  a extension of the warranty isnt going to cut it. I would like to return it. I will be getting a lawyer involved. I have all the paperwork, repairs, power bills and notifications of all the issues. 
  
  
  

  Business response

  11/20/2023

  Our records show that all repairs were completed under the terms of the limited warranty. Due to the issues consumer experienced with the ******* assisted with extending the parts and labor for one year. In addition, we sent a care package consisting of pillows and filters for the homeowner to use in the future. We do not refund.  You did purchased through a retail store not through Jacuzzi Brands.  Your contract is with the retail store you purchased from. 

  
  ******************* *****
  Consumer Support Supervisor
  ************ 
  ***************************************************************************
  
  
  www.jacuzzi.com

   

   

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Jacuzzi brand shower and sink faucets in 2016 from a big box home improvement store. One reason I purchased this brand is it claimed to have a lifetime warranty. However, in early 2023 the shower faucet began to drip and the finish on the sink stoppers was wearing off. I contacted Jacuzzi on March 1, 2023 and was provided the name of a vendor (Find Parts Today), that sold the parts I needed. I was told I would have to buy the items as they were no longer under warranty. I explained the printed warranty information I had stated the faucet had a lifetime warranty limited to the original purchaser. I am the original purchaser. The representative said there was nothing she could do. As a result, I asked to speak to supervisor. I was transferred to ***********************, customer service manager. ************** was very nice and said the part was under warranty but they no longer stocked the shower part and that they were out of stock on the sink stoppers but that she would order them and they would be sent when they were back in stock. ************** also said I would be reimbursed if I purchased the shower cartridge part from the vendor. I emailed and called again on June 16, 2023 as I had not received either the parts or my reimbursement. ************** apologized and said she was resubmitting both items. I received the sink stoppers from Jacuzzi approximately 3 weeks later however, I did not receive reimbursement for the shower cartridge. I emailed and called again on July 6, 2023 requesting reimbursement. As of August 29, 2023 I have not received reimbursement for the shower cartridge I purchased from the parts vendor. I have provided all the required information on multiple occasions. I am attaching copies of the email between ************** and I where she tells me I will be reimbursed for the shower cartridge part. I've also uploaded copy of the receipts for the part purchase.

  Business response

  11/17/2023

  attached is the claim we use to request AP cut a check for *****. The amount Dru mentions. The claim is dated June 16. I dont believe we had his receipt at that time.

   

  He mentions calling on July  6. I was not in that week. July 7^th is my Bday and I was off the week. This is where we may  have a disconnect. I will check to confirm the check was processes and  respond to you and Dru.

   

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

  Jacuzzi  Concierge Sales & Support

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Leslies pool installed a Jacuzzi **** system. 12 months later the salt cell developed cracks internally. This caused the system to leak. **** systems should last 5 to 6 years. ******* sent a technician out to look at the problem. The technician told us it would be covered by warranty. I called ******* pool customer service 3 times and asked to have the technician call me. No one ever got back with me. I even went the ****** store and they told me the paper work was sent in. Then I reached out to Jaccuzi customer service and again no return call. I would not recommend doing business with either business. Very disappointed, I have done business with ******* for years. Always used Hayward salt equipment in the past and Im going back to Hayward.

  Business response

  08/04/2023

  Jacuzzi has entered into a licensing agreement with ******** Pool Mart to offer Jacuzzi brand POOL EQUIPMENT in their stores. ******** Pool Mart handles all product support, parts, warranty, service, and after warranty support.  Unfortunately, we do not manufacture pool equipment. In an effort to help facilitate a resolution for the customer, I have escalated this issue to ************************** management. 

  ******** agreed to have someone reach out to **** within the hour.  Can not confirm why this was not completed a month ago.  One of our Service Agent reached out to **** just now to advise and keep eye out for incoming call / email. ******** has promised to have an update early next week. I will follow up to make certain of the progress. 

  Customer response

  08/10/2023

   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. Leslies pool warranty company is trying to resolve the issue. To bad it took my complaint to move things along. But ** told there were others not getting attention from this warranty company. Until my complaint. Time will tell. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01-13-2023 an agent appeared at my address and identified him self as an agent who work for a company that goes by the name of Jacuzzi Bath Remodeling company. We sat for more than two hours looking at video's and going over a contract with his company for remodeling my bath room in the master bed room. After during an E-signing he congregated my wife and I that every thing had been approved and that the job would start on 02-19-2023. Since No one showed up on the date that he promised, I called the company and spoke with **** ********* who informed me that the contracted had been canceled. Mr.**********, informed me that the contract wasn't approved, so I ask him why no one notified me of the cancelation. He claimed that His company tried to reach me on several occasions, the only problem with that I have with that is, there were four ways that his company could have contacted me. E-mail address, cell phone, number, home phone number and fax number. I was informed by ***** that this contract was set up under no money down and that my payment wouldn't start until one year after the contract was signed. Mr. ********* informed me that if i still wanted the job done I could make a down payment of $900000 ,which I willful refused to do

  Business response

  02/22/2023

  Hello, 

  Thank you for reaching out and sharing your experience. We would like to hear more about this. Please give us a call at(***) ***-****.

  
  

  
  

  Thank you, 

  ***** 

  Customer response

  02/27/2023

  I reached out to Jacuzzi Hot Tub,but all they do is put me on hold and never come back to the phone,or inform me that the agent is away from his or her  desk,please leave a message,but so far I haven't receive a response.

   

  ***** J.****

  
  

  Business response

  02/28/2023

  Hello, 

  Thank you for reaching out. I am sorry to hear that you're having difficulty reaching us via phone. You can reach us via chat by visiting our website www.jacuzzi.com and click on the chat icon on the bottom right-hand corner of our page. You can also reach us via email at ******************@jacuzzi.com. 

  
  

  Thank you, 

  ***** 

*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. ↩