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:02/19/2025

  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.

  On July 9, 2024 we purchased a walk-in shower package . We were given an approximate install date of 8/26/24. A few days before 8/26/24 we hadn't heard anything so we contacted them. We were advised that they were still waiting for all of the parts. We were told the middle of September the install date would be 9/19/24. The night before we were informed by the installation manager that if they installed the textured panels that we had ordered the shower door would leak. He gave us two options; change the door or change the side panels to the basic flat white panels. We chose the side panels with the textured panel in the back. The day of instillation they didn't bring the textured panel for the back. They would come back with the right panel the next day, and that spells having a 'warehouse'. The installation was completed. First shower; the door leaked, flooding our bathroom. We contacted customer care to get help and asked about a shower seat. They informed us they did not carry those. From 9/19/24 until 11/8/24 we went around and around with various technicians coming out taking care of all of our issues except the door leakage. They told us the door was installed properly and were no help. I, then, brainstormed it, myself, and found out the seals were installed backwards for our installation. Finally they listened to me and installed new seals on the door to my specifications and the installation was completed. In talking with them about a shower seat we also asked about our refund for the side panels that were downgraded and are cheaper than the ones we ordered. We got nowhere. Our complaint is that we ordered something on 7/9/24 and finally were able to use on 11/8/24. We heard from the original salesman on 12/31/24. We were told by him that a refund was above his pay grade and he would send it to his bosses. We have never heard from anyone since. We are also concerned about the deceptive and false advertising done by this company.

  

  Business Response

  Date: 02/21/2025

  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 reaching out to you to discuss a resolution and compensation. Again, we would like to apologize for the inconvenience caused by the situation. 
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22964151
  
  I am rejecting this response because:

  Based on past experience, they have not reached out to us in any manner except having the original salesman contact us, and he was not able to resolve anything. In the event they actually reach out to us, we would be happy to reach a fair resolution with them.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/28/2025

  Thank you for getting back to us and we sincerely apologize that it's taking so long. We would still appreciate the opportunity to make things right. Our team has tried reaching out to you and have left you voice mails. We appreciate your patience and understanding as we try to reach a resolution.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: I was away from home for three days and unable to respond at that time. I responded via text this am and have not heard back from ****.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/04/2025

  ************* made a third attempt to contact via phone and left a voicemail requesting a callback to discuss the complaint.
  
  
  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: I texted **** this morning to tell him I would be available from noon to 4Pm PST. He responded to me at 11:05 Am while I was away. I will try to contract him again. 

  Sincerely, 
  ***** *****

  

  Business Response

  Date: 03/06/2025

  ************* was able to speak to the customer over the phone. They are scheduled to speak again at 12pm tomorrow 3/7 to come to a decision on compensation. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: We had an appointment with **** to make a decision at 12 Pm today. (3/7) We waited until 1:15 Pm and no call or text was received. He will have to contact us again if he wants to resolve the matter.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/14/2025

  Hello! We sincerely apologize for the inconvenience and delays as we work towards a resolution. Rest assured we are actively working on your complaint and I have raised your concerns to our customer care team to prioritize. We thank your patience throughout this entire process.
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: A week ago, we had a scheduled phone resolution conference via phone. We also had a verbal agreement that if **** was unable to make his obligation to call us, as agreed, that he would send us a message by phone or text informing us of that. He did neither. I am enclosing my previous response For their review: (Complaint: 22964151
  I am rejecting this response because: We had an appointment with **** to make a decision at 12 Pm today. (3/7) We waited until 1:15 Pm and no call or text was received. He will have to contact us again if he wants to resolve the matter.
  Sincerely,
  ***** *****)

  We believe that waiting 75 min. for a scheduled phone conference that didn't happen, was unreasonable. We believe we have shown good faith in trying to resolve this matter and Jacuzzi has not.

  Sincerely
  
  ***** *****

  

  Business Response

  Date: 03/20/2025

  Hello! We would like to sincerely apologize again for the delays and the inconvenience we have caused you. Our goal is to resolve this matter in good faith, and we appreciate your willingness to work toward a solution. Our customer care representative has left you voicemails and messages in order for us to reach a favorable resolution. We appreciate your patience and look forward to resolving this matter.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: The newest named ******* left us a voicemail on 3/20. We responded and as yet he has not been able to connect with us. He asked us today if it was okay to talk to someone else because he was unavailable today. We said 'sure thing' and as yet nobody else has contacted us. We feel like we are being passed around and are getting nowhere, with his said desire to help us.  
  

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/01/2025

  Hello! We understand your frustration and we apologize for the delays in the communication. I have been informed that our customer care team has been in contact with you and I hope you were able to discuss an agreeable resolution with our representative. Should you have any more concerns, feel free to reach out to us. We thank you for your patience throughout this matter, we truly appreciate it. 

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: There has been no progress. On 3/31 we had a response from Jacuzzi indicating their thanks for our patience and promising to get this complaint resolved. On April 1, we had a scheduled phone conversation with **** to take place between 0945 and 1015. He was a no show, again. after waiting until 1045 we left our home. When we got back we had a voicemail indicating that he had mis- calendered our appointment. We then contacted *******, a senior manager. and voiced our frustration about why we could not text our communications because of the ongoing issues with phone calls. He discussed, according to him, with ****, that texting would be fine. He then asked us what we thought would be a reasonable compensation for a final resolution for this matter. We answered him. We have had no response from either ******* or ****. We feel like we have been on this merry go round too long. All we wanted was a good faith effort by Jacuzzi.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/07/2025

  Hello! We would like to apologize again for the inconvenience and delays in communication. We sincerely would like to reach an agreeable resolution with you and your wife. Our customer care team has been in contact with you to discuss options for compensation. Thank for your extended patience and understanding throughout this matter. We look forward to speaking with you at your earliest convenience. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: Jacuzzi has not followed through on any of their statements that they are trying to resolve this complaint. It would seem that they are either trying to get us to walk away or initiate legal action. They have agreed to communicate by text rather than play phone tag, yet yesterday we received another phone message while we were away from our home. To reiterate, we continue to await an answer via text for our answer to ******* about our proposed compensation. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/11/2025

  Hello! Thank you so much for your extended patience while we deal with your case. We understand your frustration and would like to sincerely apologize for the delays in communication. Our customer care team has reached out to you with a new offer of compensation and we look forward to your response. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 22964151
  
  I am rejecting this response because: Although we have reached a tentative final resolution, the paperwork has not been provided and we have not yet signed it.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/24/2024

  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.

  November 2023, the company remodeled a bathroom in our house. About 90 days later (February 18, 2024, the ceiling of the room below the bathroom crashed to the floor as a result of flooding.A licensed plumber was called; he comprehenisvely investigated the damage and, in short, he concluded that the the plumbing work that was done was out of code; wrong pipes and materials were used. State Farm Home Insurance covered the damage...but NOT the source of the damage. I contacted Jacuzzi, explained the situation and was told to provide a paid invoice from the plumber and send it to Jacuzzi/Seattle. I did so. However, I explained that in my opinion, Jacuzzi was reponsible for far more than than the cost of the new plumbing. I gave the person I was talking with (**** *******) an indication of what the total was like to be. I offered to send pictures and a personal statement, and ******* told me it wasn't ************ I see it, the amount involved will approach $15-20,00. I have continually cooperated with Jacuzzi and have met every one of their requests. However, in the past couple of months, Jacuzzi has gone dark. In fact, the last thing I was told by **** **** (current contact) is that all the diocuments and photographs were now in the hands of the ******************* To date, I've been unable to contact the so called *******************

  

  Business Response

  Date: 10/31/2024

  We're truly sorry to hear about the problems you experienced following our installation. I've passed this matter on to both our customer care and legal teams, and they will be in touch to discuss a resolution

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22427538
  
  I am rejecting this response because:  put simply, this is just about word-for-word what I've been told for months.  Most of my many phone cll have been ignored.

  I have also tried to reach the senior management of the Jacuzzi Group, ******, ********** to no avail.  I am trying to avoid legal action.  But since the Jacuzzi Group has not responded to my calls or emails, and the responsibility for the damage to my house clearly beongs to Jacuzzi I suppose legal action will be required.  

  The flood happened on 2/18/23. I'd very much like to resolve this issue before the end of 2024.

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/07/2024

  As of now, we have responded to the claim made by the customers insurance company, **********, in September. Since that time, we have not received any further communication from State Farm. We are currently awaiting their response and are actively monitoring the situation. While we understand this delay may be frustrating, please rest assured that we are doing everything we can on our end to ensure this matter is addressed as quickly as possible. If there are any updates or actions needed from our side, we will inform the customer immediately.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22427538
  
  I am rejecting this response because:  Actually, there's nothing for me to respond to.  Telling me that State Farm has begun a subragation process is one thing I was aware of.  Oddly, these people would contact State Farm, and not me, is a bit puzzleing. My calls and emails have been ignored.  When, and if, they have something to say I'll be happy to respond. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/01/2024

  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.

  The Small shower stall the ******************* moves all around and falls off.The big shower stall looks like a child did all the calking as well as the ******************* was installed in the wrong location

  

  Business Response

  Date: 08/02/2024

  The customer has a service appointment scheduled for 8/6 to re-caulk and reinstall the shower rods in both the master and guest bathroom. 

  Customer Answer

  Date: 08/02/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/27/2024

  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.

  Date of Jacuzzi Bath shower installation: February 1, 2024 Project# ***** Cost: $20,748.70 When the installers ****** and Yaku arrived and brought in the materials to replace our tub/shower, they said the shower pan that had been ordered was the wrong one. They brought a shower pan for a shower with doors, which is low/shallow. We ordered a shower curtain rod instead of shower doors, so the shower pan should have been a few inches taller. They installed it, and we bought an 84" shower curtain liner. Since the shower pan is so shallow, water splashes out onto the bathroom floor. We don't want dry rot on our bathroom floor. We have called ********************* from Jacuzzi Bath *************) many times during February, March, and April 2024. He rarely calls back and has done nothing to correct the problem. If it's too hard to remove and replace the incorrect shower pan, we would be ok with them installing an additional piece to raise the outside edge of the shower pan so that water doesn't splash out/overflow. We have been patient in trying to get this resolved, but Jacuzzi Bath is ignoring us. Can the Better Business Bureau please help us get this problem resolved?

  

  Business Response

  Date: 05/06/2024

  Customer has been contacted by customer care to resolve the water leakage issue. Our market production team has been contacted to address the leakage matter and offer assistance on how we can fix the matter accordingly. 

  Customer Answer

  Date: 05/06/2024

   
  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.
  
  Sincerely,
  
  ***** And *****************************

  Customer Answer

  Date: 05/30/2024

  A representative of Jacuzzi Bath contacted us at the beginning of May and promised to make this right.  He said he needed a few days to contact their manufacturing people.  We haven't heard back in about three weeks.  I left a voicemail message for the representative a few days ago, and my husband called yesterday.  No one has called us back.  We don't want dry rot on our floor due to Jacuzzi Bath installing the wrong shower pan.  Please help.  Thank you!

  

  Business Response

  Date: 06/28/2024

  Customer and install team decided to go with a rubber gasket. Service date was 6/20. 

• Initial Complaint

  Date:02/05/2024

  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 01/25/24 I had a new bathtub installed by Jacuzzi Bath Remodel of Seattle. The installation was to be overseen by a licensed plumber. The water supply lines where not correctly hooked up, and I now do not have hot water to the bath. I was able to contact Jacuzzi Bath Remodel of Seattle and was told a work order would be submitted and I would receive a call to schedule a service call in 5 business days. Jacuzzi Bath Remodel of Seattle has failed to respond to my complaint and has not responded to the warranty claim I submitted in writing.

  Customer Answer

  Date: 02/08/2024

  Jacuzzi Bath Remodel of Seattle responded to my written warranty claim. They sent an installer who was able to identify and correct the issue immediately. The initial installer failed to reset the scald guard on the water valve, thus not enough hot water was coming out of tap.

  

  Business Response

  Date: 03/11/2024

  The hot water was restored on 02/07/2024 and no additional service was needed.  

• Initial Complaint

  Date:01/19/2024

  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.

  date of transaction 10/12/2023 Paid deposit of half the service $8,285.04 work was to be completed sometime early January **** Company reached out in November to start the project earlier than planned. Planned install day was Nov. 17th 2023. When the installers arrived they said that the items ordered by Jacuzzi were the wrong dimensions. At that point we reached out to Jacuzzi and made a complaint about the mishap and were promised a "significant discount" when they do finally get the right parts. We were then contacted in December. Told they could install on Jan 5th **** At that time I tried to get an answer on what the discount was going to be that had been promised. They declined to return my calls or messages. So come install day I still had no answers, Installers arrived at 9am that morning and began the demolition of our bathtub and removed the tub and all the plumbing and walls. Then found out that they not only had the wrong size platform again. But were also missing side panels. At that point my wife spoke with someone in production. ******. She told us we would get a $500 discount for the mistake. and that it would ***********-8 weeks to have the new items to install. Meanwhile we have no shower/tub. At that point I reached out to the salesman ***** that sold this to us. She gave me a phone number for her boss. *******. He said he'd reach out to me asap. I didn't hear from him at all until Tuesday Jan. 9th. He assured me that he would call me back later that day with a resolution. I asked that we pay no further money for the install because of the whole situation of us being without a shower and all the s**** **** Today is January 19th. And still have not heard back from ******* about the discount that he and I discussed. And I haven't even gotten a date of when we may have a shower installed. The whole company has been difficult. They don't return emails, phone calls, texts. I've gotten the runaround for weeks//months.

  Customer Answer

  Date: 01/23/2024

  Update.  Today I was contacted by ******* stating that they will honor the 50% discount for our purchase and are ready to schedule install.  So Im assuming you reaching out helped me.  So thank you.  

  Customer Answer

  Date: 03/08/2024

  I'd like to reopen this claim. I was under the impression that with the new date for install it would all go well and this would all get taken care of.. 

  however this is what has transpired since we last spoke.

  two people came to install new shower on Feb 2nd 2024. It was the worst installation of anything I've ever seen. The pan didn't fit. They didn't even cover the hole in the floor that they had cut out. The caulk didn't even cover the whole thing. The pieces didn't fit. I will attach pictures. 

  On that day I spoke with *************************. Sr ******* of ************** He assured me that he would get right on it.. and take care of it.. 

  Today is March 8th. I have finally gotten a call from Jacuzzi. Scheduling an install for March 15th. They say they have the right parts this time.. for the 4th time. 

  Until this is done and perfect to my liking. I will keep this claim open. I have a feeling this will not be done correctly either. But I'm hopefully. 

  The customer care has just been horrible. Empty promises. Really poor communication. All I've asked for are updates and I can't even get that. 

  Pretty simple stuff. 

   

  Customer Answer

  Date: 03/14/2024

  I'd like to reopen this claim. I was under the impression that with the new date for install it would all go well and this would all get taken care of.. 
  however this is what has transpired since we last spoke.
  two people came to install new shower on Feb 2nd 2024. It was the worst installation of anything I've ever seen. The pan didn't fit. They didn't even cover the hole in the floor that they had cut out. The caulk didn't even cover the whole thing. The pieces didn't fit. I will attach pictures. 
  On that day I spoke with *************************. Sr ******* of ************** He assured me that he would get right on it.. and take care of it.. 
  Today is March 8th. I have finally gotten a call from Jacuzzi. Scheduling an install for March 15th. They say they have the right parts this time.. for the 4th time. 
  Until this is done and perfect to my liking. I will keep this claim open. I have a feeling this will not be done correctly either. 
  The customer care has just been horrible. Empty promises. Really poor communication. All I've asked for are updates and I can't even get that. 
  Pretty simple stuff. 

  We've not had a functional shower/bath for nearly 3 months now. They don't seem to understand or care about that. 

  

  Business Response

  Date: 04/05/2024

  The customer has already received 50% off their project and is scheduled for an upcoming service.

  Customer Answer

  Date: 04/16/2024

  This complaint is still not resolved as of today.   In fact its far from resolved.  This business has yet to complete the job or make any repairs.  The communication is very poor.  So no.  Its not complete.  

  Customer Answer

  Date: 04/17/2024

   I got a response from you guys Monday. A notification from Jacuzzi saying they gave me half my money back and work was in progress..
  This is old news.. That happened 3 months ago. 
  They still have yet to complete the install. It's been since october 2023. This was supposed to be done by the new year. 
  I was actually contacted today by someone by the name of ******. She said she was the Customer support manager. something like that. 
  She was quite rude. Basically gave me an ultimatum. 
  She's going to email me that also. 
  But she said they would give me back a full refund as I've requested at this point. But then they will not complete or fix anything they started. 
  Or.. they will continue to work on it and add more extra stuff to my bathroom as a bonus and give me no money back. 
  Honestly I don't want them working on my house anymore at all. I'm done with this company. I want my money back and my old shower back that worked just fine. I'm at a loss right now as what to do. 
  But this is not ready to be closed. So please. ********* the comment that they made. Because they have not completed this. Not even close
  Thanks 
  ***************************
  

  
  

  

  Business Response

  Date: 04/26/2024

  We have provided the customer with a list of options and have another upcoming meeting with the customer to provide more options.  

  Customer Answer

  Date: 04/26/2024

  4/26/2024 a rep from Jacuzzi was at our home today to discuss the new installation. 

  Waiting for an email with the new design and plans. Then we will order and wait for a new install. will probably be about 4-8 weeks to order and install. 

  I'd like to keep this communication open on BBB until the job is complete. Jacuzzi is communicating with us to resolve the issue. However until this is resolved

  I want to keep this case open. 

  Thank you

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21172445
  
  I am rejecting this response because:

  The Business is working to resolve the issue. 

  They were out today to take measurements and come up with a plan to order the new items to be installed. 

  However these will take 4-6 weeks to arrive and then need to be installed. I would like to keep this case open until the 

  job is complete. 

  But I'm glad the Business is staying in contact with us and working on the ordeal. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/18/2024

  Type:Delivery 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 placed an order for a *** approved shower stall for the master bathroom of my condominium. I made the proper request of my *********************** for an install date of 1-8-24 with a 1-3 hour water shut-off. I had questions on the install so I called ************ (the only contact info I was given) and was put on hold and then told to leave a message. I left a message and received no call backs. I tried several times and received no response to several messages. No one ever answered the phone. I had no email address or cell number to use to try to contact them in another manner. On Saturday, 1-6-24 I received a text message indicating that it would be a two day project to include Monday and Tuesday. All of our discussions and paper work indicated a one day project. The ** ad I originally got the information from, indicated a one day project. Since I live in a condo, I must follow their guidelines. I was authorized only one day for the projected. I responded to the text message and said I would have to cancel the 1-8-24 install as a two day project had not been approved by the **** I then got an email from the company about missing the install date and I responded indicating that I had replied to the text message and couldn't move forward because they had mispresented the time needed. I will have to make a new request to the *** and the next meeting isn't until the middle of February, 2024. In the email I explained that I wanted to cancel the project due to their error. I am a handicapped senior citizen. The Prospect ID is ********. I made a down payment of $9439.00.

  

  Business Response

  Date: 03/11/2024

  This customer's installation was canceled on 01/10/2024.

  Customer Answer

  Date: 03/11/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/15/2023

  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 Sep 30th, a sales rep came to my house to discuss a shower replacement. I liked the product and agreed to buy, but I had some concerns when reviewing the contract. Their bond amount is inadequate....it wouldn't even cover the cost of my replacement. Also, the bond expired in May 2022 (according to the contract), which is a problem in Sep 2023. Finally, the sales rep said that licensed plumbers do NOT come out for the installation, but "factory trained master installers". I'm not sure how they are skirting WA plumbing code, since modifying pipes to a shower requires a licensed plumber. I signed the contract anyway and let them charge 50% on my credit card.After additional consideration, I called them on Oct 2nd to cancel and gave the reasons listed above. The contract guaranteed the right to cancel within 3 business days and Oct 2nd was the first business day. The rep said she'd mark me as pending cancel, but a manager would have to talk to me to finalize, but a mgr wasn't available. I called again on Oct3rd, spoke to same person, who said the same thing. On Oct 3rd, I replied to the email sent with the *** of the contract, saying I was cancelling.It has been over a week. I have never heard from a manager - by phone or email - and they have not credited the deposit to my credit card.

  

  Business Response

  Date: 12/01/2023

  The Customer ( ****************************) was refunded on Oct 26^th , 2023, for $7,478.00. This project has been canceled.

• Initial Complaint

  Date:06/16/2023

  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.

  We hired Jacuzzi Bath Fitters of Seattle to redo our Master Bathroom. We had a scheduled day of May 8th and we were assured a couple times that it would be a guaranteed one day job. Project went into two days and they did extensive damge to our bathroom and installed the wrong product. As the installer left he handed my wife the shower curtain bar and said we could install it ourselves. After reaching out to the company they agreed that the install was incorrect and they would have there trainer come remove the work performed early and redo everything to make it right. May 23rd their trainer showed up and replaced the correct tile and left and scheduled for someone to come repair the damage done to the house from the first installer. May 24th the repair guy showed up and informed him the tub makes loud popping noises when walking in it and creaking noises. The repair guy left and said we need tochave the tub fixed before he can continue. After further investigation the 2nd installer didn't redo the 1st job after all and just replaced the tile so now the bathroom has to be gutted out a 2nd time to repair the concerns. This will be the third job by this company and I have lost my faith and trust with this company and would just like their product removed and I will endure the cost to repair the damage done to my house by them and restoring the bathroom to a condition it was before they were involved. The head person Kojo I was in communication with has since called to inform me he is no longer in his position and claims this is a warranty claim. This is a craftsmanship problem not a warranty claim. Nothing has failed except the i Poor installation process and cutting corners.

  

  Business Response

  Date: 06/19/2023

  Per the terms of our contract.  We do not guarantee a one day install.  I can not account for what was said in the home as there is no recording of the interaction.  We make our best efforts to complete our installs in as little as one day. But, as in all construction and remodel projects there are challenges. In ************ case, the wrong walls were sent out for his install. The customer was aware of this, and we agreed that we would come back to replace the tile pattern that was meant to be a 6x24 pattern instead of a standard subway tile.  When we came out to replace the walls and address damage that occurred during the first install customer was happy with the redo of his shower. Upon using the shower a popping/cracking noise was observed by the client.  We're not sure what's causing the noise but if the tub is not functioning as it's intended we will replace the tub and redo the project per the terms of our contract. We were scheduled  to come out today to redo his shower, but ************ declined to have us back.  We are ready to honor the terms of our contract when he wants us to come out to redo his project. We're flexible on that time frame as we have all the necessary parts. Thanks! I've attached a copy of our terms and conditions. Unlike many companies in this industry. Jacuzzi guarantees their product parts and service for life. This is unmatched by any business in this market. 

• Initial Complaint

  Date:12/09/2022

  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 October 28th 2022, Jacuzzi Bath and Remodel (JBR) removed and replaced my master shower. We were asked to wait 24 hours before using and we waited 48 hours as we were out of town after the installation. upon giving the shower is first cleaning we noticed the shower door would no longer close, the left wall is separating, and small issues. I texted Pictures to the installation team and got no response other than we'll let someone know. on 12/5 i called the service desk, spoke on a recorded line with ******, related the issues and was promised a response within 48 hours. on 12/7 I again contacted the service desk, related my issues, was promised a response within 48 hours. on 12/8 I again contacted the service desk, wanting a response and not having to wait around all day for the phone to ring. Again, the service desk promised me a response within 48 hours. On 12/9 I again contacted the service desk spoke again to **** and although very apologetic, gave me the same response someone will contact you within ************************************************* to repair my almost ********* Shower.

  

  Business Response

  Date: 12/10/2022

  Spoke w/ **************, 

  Service has been scheduled to address. Sealant that has separated at the bottom of the right side shower wall. Door needs to be reset and secured. We will identify the model of Fire alarm that was damaged during instalation and replace.