ComplaintsforJacuzzi Hot Tub

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a newer home in 2020, and inherited a newly installed hot tub along with the home. Shortly thereafter, we started seeing LED lights in the tub malfunctioning. Then, pins came out of some of the jets. After that, more lights started malfunctioning. Several calls into Jacuzzi resulted in the same response...that the warranty is now voided since owners had changed. Repairs to the tub will now come out of my pocket even though Jacuzzi proclaims itself has the standard for quality and excellence. I do not understand why Jacuzzi would fail to stand by their products simply because there's a different name on the ownership. Nothing has changed. It's the same tub. Everything is maintained as it should be....water quality, chemicals, cleaning, regular covering, winterizing, etc. It's the same answer every time: "it's our policy". This is not an acceptable answer for a company suggesting that it's a market leader. These are relatively simple repairs, and ones that I would do myself if I was able. Instead Jacuzzi would like to charge me potentially hundreds for parts and service even though these issues should be standard warranty issues. The most recent call to Jacuzzi Canada involved a conversation with "*****", a senior service manager. When pressed about product quality, she came very rude and dismissive. "It's policy" was her repeated answer. When I asked to escalate the matter, she refused to acknowledge my request, and cut off the conversation. Terrible product quality, and absolutely abysmal customer service.

  Business response

  11/15/2023

  Dear *********************,

   

  Thank you for taking the time to contact us to explain the issues that occurred.  We regret any inconvenience you have experienced. Our warranty is a Limited Warranty and is extended solely to the original purchaser of Jacuzzi Collection Spas.  All dealers are independently owned my deepest apologies for the issue that occurred.  I have contacted that store with a formal complaint.  If you would prefer use a different dealer in your area to help repair your unit or to purchase parts? Please feel free to reach out to us at Consumer Support ************.

   

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

  Concierge Service Lead

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Jacuzzi Hot Tub (serial #J235-********* ) was delivered October 16, 2021. It worked for four weeks. By November 19, 2021 the water was ice cold, no jets working and "FLOW FL 2 Error" flashing on the Motherboard (main Panel that controls and sets the tub settings). I called Jacuzzi and they put me in touch with the warehouse and a week later a technician came out to look at it. He did not have the part on hand so he said he'd order it. Three weeks went by and I called warehouse and they said the part was on back order4-6 weeks. I called every few weeks for 3 1/2 months. The "Motherboard" came in March 10, 2022 and was installed March 13th. The tub was filled and pumps working and I was able to use it that night except the multi-colored light system did not work. I called Russ at the warehouse to let him know. Technician scheduled to come out March 20, 2022. Went in tub again (without lights) and pumps/ jets would not go on. The brand new "Motherboard" read "WATCH DOG CALL FOR SUPPORT". I bought the tub brand new and waited 6 months for delivery only to have it work for four weeks. I have arthritis and knee and back problems and unable to use tub as of today. I went the entire Fall and Winter months unable to use this defective product. I received a defective tub and want a complete NEW ONE. Jacuzzi has not returned my phone calls nor did the corporate office answer my letter sent in February. I either want a NEW TUB or to be reimbursed and/ or compensated for 6 months of not being able to use my Jacuzzi. I also want my warranty to be effect when I get a new product. I paid $9,158.75 for my Jacuzzi Tub. I am attaching my receipt, letter to Jacuzzi Corporate Office, Complaint filed to California Attorney General. Getting in touch with anyone from this company is impossible.

  Business response

  03/31/2022

  I would like to apologize that the hot tub did not meet the consumers exportations. However, we have been working and communicating with the consumer since mid February. These concerns are now being addressed by the purchasing dealer. If the consumer still has questions or consumers about the product or the products warranty, please give us a call at ###-###-####.

  
  

   

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jacuuzi Luxury Bathtub model NOV6042WLR2HXW Serial number BFFRP0. We received the Tub on 1/19/2022 and started work on the Master Bath remodel. On close inspection we found what I believe are serious defect in the manufacturing of the tub. The includes The motor was sticking out 1 1/2" past the outside molding of the tub making the overall dimension 61 1/2" long instead of 60" The motor was not properly attached to the foundation and was basically hanging from the piping. . The hoses that were installed were not cut to the proper length causing interference fit for the drop in tub. When I loosed the suction and discharge union the pump and pump base fell over since it was barely attached to the foundation. I contacted jacuzzi and the said the had the right to to build the jacuzzi any way they want any refused to acknowledge the problem. I sent them detailed pictures of the problem. I ask if the had the drawing of the way the build my unit and the said the do not have them but will get them for me. With my bathroom out of service and the work on hold I now have build a proper foundation and re- design the frame for a 61.5" drop in tub and correct the hose lengths. I am incurring additional expense. We have attempted 4 times to try and get the tub to fit into the 40" X 58" drop in opening. Each time finding another problem. I have detailed pictures and video. I have Jacuzzi Consumer Assistance Email Response that speaks for itself. I have correspondence pictures and video to back up my claim including e-mail from

  Business response

  02/16/2022

  We have updated the product to now have the pump location in the center. The specification sheets referenced are older, and not for currently produced product. The consumer is currently obtaining a full refund from the place of purchase. 

  Customer response

  02/19/2022

   I am rejecting this response because:
  This is the written response from Jacuzzi

  "I have reviewed the situation with Our engineering team and the Regional Service manager. Now as stated in our warranty and specs, Jacuzzi does reserve the right to make changes to our products without notification. While the previous specs do show the motor towards the corner, some changes were made and it is standard practice now for the motor to be mounted on the center line. Once the updated spec sheet is available, I will be sure to foward it to you."

  
  Also, the 15 degree angle of the pump is most definitely within the correct specs. Dependent on the model of the tub and its shape/design, the motor may be mounted level or at a slight angle (As in your case).
  
  The location and installation of the motor should not hinder removal or repair in the future. As long as proper 12" x 18" minimum access is provided, repair and replacement should be of no issue in the future.
  
  In summary, the motor placement and installation varies greatly from one model and design to the next. After reviewing everything, your tub should be ready now for proper install. Please be sure to create proper access on the equipment side. I will be sure to forward you the updated specifications as soon as they are available".

  
  

  I think it is not safe or proper to suggest that you can mount a horizontal motor at a angle of 15 degrees when the corresponding foundation is horizontal.  The pump was  actually hanging from the discharge piping.  When I loosened the threaded suction and discharge unions with a strap wrench the pump fell over!

  
  

  The overall length of the product shipped was 61 1/2".including the pump initially overhanging 1 1/2".   The specification sheet  stated a  60" length.  Is that acceptable when the spec nominal tolerance is "+0.0 and -.25"(6mm)"?

  
  

  Since Jacuzzi has been so unreasonable about making this right I am forced to find another vendor.  I ordered this tub on October 21,2021 and promised  delivery of January 3. 2022   On January 3rd when we checked on the status we were told the order was canceled by Jacuzzi on December 15th. I was told they have one available to ship out right away.  We received it on January 17th and started the bathroom work on January 24th.  We open the box on January 24th and found instantly that it was not assembled correctly.  After all of this  a refund does not seem sufficient.  I believe that every problem has a solution and the obvious solution what to correct the length of the hoses.  I identified  at least four hoses that were either too long or too short.  When the Jacuzzi representative came to repair it he just pushed the motor and piping hard against the tub fittings and stated this is how all the tubs are made.  It is  possible there is a systemic problem at Jacuzzi.   Fortunately  I have 41 years  experiences with pump and motor installations and disagreed with Jacuzzi that this was a proper installation and am looking for a manufacturer that properly mounts the motor to the foundation. 

  
  

  
  

  
  

  Jacuzzi does not return my calls or emails and I have not received the updated spec's sheet  that was used to build this tub. 

  I have even overnighted a complaint letter to the CEO office of Jacuzzi! 

  
  

  I have pictures and video to share which I feel would be extremely favorable to my position.

  
  
  

  
  

   
  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased in Aug 2017 two (2) designed for seniors hydrotherapy showers for $26,995.00 with a limited lifetime warranty. One shower has developed a major leak when trying to use the upper back jets.(first time I needed to use them). It’s leaking where no leak should be. I have emailed them and also talked with them on the phone to send someone that knows how these showers work and fix them, but the names jacuzzi gave me would not come here to Goldendale because it’s to far. Jacuzzi said there’s nothing they could do. It seems Jacuzzi can come here to Goldendale, sell two very expensive showers but won’t maintain them after the sell and warranty for labor has expired, even tho I said would bear the cost. It’s not right for a company to send a representative to a rural area, sell the product but won’t maintain them even after I said I would pay the cost. I cannot use the back jets because of the leak. If it’s leaking on the inside of the shower wall connection, what is it doing behind the shower wall. I contacted a local plumber but he did not have the expertise to work on these special designed showers. All I want is to get these showers fixed!

  Business response

  12/03/2021

  I have escalated this to the Regional Manager to ask that he obtain a service provider to repair the tub and I updated the customer. I’ll follow through in a few days.

   

  ******

   

  Customer response

  12/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 160**911, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have included the emails that had been sent back and forth including the reciept and proof that this sink in this manufactures. They have told me that they no longer have this sink but have not told me what can be done about the lifetime warranty. I have attempted to message customer service and the employee that customer service told me to contact from an inital phone contact reguarding the warranty of my sink but they will not contact me back once i had shown proof that this sink was theirs. All I would like is a replacement or my money back so I can get a working sink again.

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