ComplaintsforJacuzzi Hot Tub

• 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, 

  ***** 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/20/22, My husband and I purchased a 400 series jacuzzi from Van Dorn Pools for $18,399.00 and Spas in Kingsville,MD that was delivered on 10/7/22. During delivery there was damage to our home, which some, but not all was acknowledged or repaired. Since that time we have had nothing but trouble with our jacuzzi. We noticed on 10/21/22 that water was pooling on the ground and contacted their service department. A tech from Van Dorn, DJ, came out and stated it was because the spa was overfilled. However, the water continued to pool outside of the spa. DJ came out again on 11/21/22 and informed me that there is a leak, but he could not identify the location of the leak. Van Dorn was supposed to contact Jacuzzi per an 11/28/22 email and have a tech come out today, 12/8/22, to diagnosis, drain, flip and fill the spa. Then on, 12/8/22, Brendon, the service manager at Van Dorn states it's still overfilled and they'll "pencil" mark the spa and go from there. To top it off a mysterious crack in the acrylic appeared after the last service call, which a repairman came to fix but could not complete and it looks awful now. Van Dorn finally agreed to drain and lift the hot tub on 1/11/23. After which there was evidence of a leak. Van Dorn is supposed to send a technician out today to check. I have emailed and messaged Jacuzzi 3-4 times without response, including putting comments on the Facebook and Instagram pages. All of which are largely unanswered. We obviously received a defective product, since it leaked from the beginning and has an acrylic crack. I am requesting to have the hot tub replaced. This product is defective and I have legitimate concerns about its long-term reliability and functionality. Can you please provide assistance with these issues? This spa is brand new and it’s been nothing but trouble since we bought it

  Business response

  01/19/2023

  Thank you for reaching out. We would love to hear more about your experience so that we can help. Please give us a call at ###-###-#### and references number 0490**13. 

  
  

  
  

  Customer response

  01/27/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  Jacuzzi has reached out to me via the dealer where I purchased my hot tub.  They are providing us a new replacement hot tub.

  Regards,

  ***** ******

  Business response

  01/27/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID 1883**09.

  Regards,

  ***** ******

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased tub. Upon installation test (August 2021) , water leaked from under the tub when jets were turned on. Jacuzzi’s maintenance came to look and was not allowed to remove the fixtures. We were not aware of this. Removal of fixtures will need to be paid for. Jacuzzi is not seeking to take full responsibility to pay this after an estimate was submitted upon Jacuzzis request.

  Business response

  01/19/2023

  Thank you for reaching out. We would love to hear more about your experience so that we can help. Please give us a call at ###-###-#### and references number 049***46.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife was taking a shower sitting on the chair provided by Jacuzzi when the chair gave way and came out of the wall and she fell onto the shower fall. Have called a number of times this week with no reply. Called the sales rep who told me to call the office and someone would get back to me. Called the manager who has since moved to Texas, said he will try to have someone contact me. We are very frustrated and am going to contact an attorney if this problem persists.

  Business response

  01/10/2023

  Thank you for reaching out. I am sorry to hear about the difficulty you have experienced with the product. I will be more than happy to look into this for you. Please give us a call at ###-###-####. Your reference number is 04***065. Please have your serial number ready. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 16, 2022 I purchased a Jacuzzi Model J-215 for $7,000 plus $577.50 sales tax. Jacuzzi shipped the Hot Tub to local dealer in Mid Dec. and it was delivered on 12/22/22. I am a disabled veteran and I purchased this small Hot Tub for medicinal purposes. I have back issues and I get severe muscle spasms in my calves. This Hot Tub will help alleviate the pain. . . When the delivery people came, they had to drain a lot of water before they could bring it to my back patio (the owners manual was inside the tub in a plastic bag and was full of water and completely unusable. It appeared that the hot tub had been left outside had significant rainfall that got under the cover on it. . . I then paid an additional $2,000 to have a 220 Volt line ran to my back patio and wired the Hot Tub. This was done on 12/28/2022. Unfortunately, I could not get the jets on the Hot Tub to turn on. I called the local dealer and they sent someone out to look at it on 12/30/22. He found that the computer board was bad. He tried to Get a computer board overnighted to him so he could replace it. . . Today, 1/4/23, Jacuzzi sent the dealer an email saying that the computer board is on back order, and they do not know when they will get any in stock to ship out. The dealer then tried to call Jacuzzi and they would not do anything for them. It is hard to believe that Jacuzzi has none of the computer boards (they could take one out of the Jacuzzi’s they have and send it if they wanted to. I called Jacuzzi and spoke with Daisy Ruiz in Jacuzzi’s customer service department. She could do nothing for me but assured me that her supervisor, Sandra Lopez, would call me back. I was not offered any type of apology. It appears that Jacuzzi only cares about getting cash in hand and it does not matter that what they send you is a piece of Junk.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First J435 was purchased June 28, 2020 Delivery was July 15th, 2020 Electrical Issues noted first week of ownership. First repair was August 4th, second repair Sept 8th (was discovered tub had a leak too). At this point it was determined a new tub was going to be ordered. (December 2020). New tub came in December 2021 (J435). Second tub was damaged (broken Pan). Installed anyways December 22, 2021. Replacement pan ordered, came in a few months later, damaged. Another new pan was ordered, this time came in good, Reinstall / Replacement June 30/22. Electrical issues noted Sept 13, 2022. Service call booked for the 19th of Sept. Went to change water Sept 18/22 Noticed the gel coat is delaminating. Our agent, Eden Spas, has been attempting to put in a warranty claim for a new tub and head office is accusing us of improperly maintenance of the tub.

  Business response

  10/10/2022

  Thank you for taking the time to reach out. I appreciate you sharing your experience and would like to know more. Please give us a call at ###-###-#### and reference case number 045**675.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a hot tub from jacuzzi lubbock, TX. Since we bought it it's had several issues that had not been taken care of from pumps going bad to lights going out with in 1 year from when we purchased it. The company has given us every excuse to not fix it, fast forward to this year, they got a new manager that won't do much either. This company lies about everything just to get money.

  Business response

  09/07/2022

  Thank you for reaching out. I am sorry to hear that your product and service are not meeting your expatiations. We would love to help improve this experience for you. Please give us a call at ###-###-#### and reference number 045**416

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a top end Jacuzzi tub and installed in the master bedroom in our new house. Our old house had one that stood up well so we felt it was a good company and reputable. Unfortunately, after only using it 4 times, we had a leak that went downstairs into the kitchen. When we called a plumber, we were told that several of the pipe fittings under the tub had cracked and it was totally useless. We spent $3500 on this tub that we do not dare use. The plumber said that Jacuzzi used shoddy, foreign parts and we could never use the tub again. What a rip off.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a top of the line jacuzzi bath tub. When it was delivered, the packaging was torn off and it had a fair amount of dirt inside. We contacted Jacuzzi to see if it needed to be replaced, but they instructed to install. Upon first use, there was a horrible rotten egg smell. We contacted a professional plumber and had to treat all our pipes given some weird bacteria had transferred. Now just the tub stinks. Also, it hasn't worked properly since we received it. After many weeks, and bugging, Jacuzzi sent a repair person. It seems there is something clogging the air jetts on the bottom - GEEZ, you think the dirt in the tub during the transport could have something to do with that. The repair person followed up with Jacuzzi over 6 weeks ago with no response. I am now trying to connect with their warranty people, but nobody every answers the phone or responds. We spent over $10,000 on this tub, and many tens of thousands preparing our home and area for the tub.

  Business response

  09/01/2022

  Thank you for taking the time to reach out. I am sorry to hear that the product packaging and operations did not meet your expatiations. Please give us a call at ###-###-#### and reference case number 044*****, and have your serial number handy. 

  
  

  
  

*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. ↩