Jacuzzi

On December 6, 2024. A repair person came out was wonderful and provided me the documentation I need and told me that it was their responsibility to repair Jacuzzi but they had to contact their subcontractor to come and remove the glass shower as they didnt put up the glass shower enclosure they subcontracted to somebody else and they would come back and do the repairs.

Its now December 26, 2024. Nobody has emailed me and I just got it and had to fight with somebody on the phone in the Arizona area saying only Mark can do anything and they said they emailed me and they didnt so I demanded their email address and when I emailed them back, they just said were waiting on somebody else. Has anybody contacted corporate Jacuzzi to get any of their stuff resolved or any other contact information.

Id really appreciate it. We all need to ban together

Stay far far away from purchasing from this company.

I purchased a jacuzzi tub, which arrived with a leak. Upon contacting the warranty department, they never connected me with a service provider to repair.

I had to follow up with multiple phone calls, emails, and voicemails to get any attention while the warranty team continued to ghost me. Eventually 1.5 months later after escalating 2 levels up to their director of customer support, they told me they had no service providers (in the San Francisco Bay Area!!!) and so they would just send me a new tub. My small leak could have been a simple gasket or hose replacement, but instead my $4K+ tub was to be scrapped.

Of course the replacement tub was delayed several weeks, because the service team put my order information in incorrectly. The Jacuzzi team told me they would reimburse for the costs for ripping out prior tub, hauling it, disposal fees, and reinstallation of replacement tub.

Of course now that I have paid for all of that, they are finagling me saying that they don't usually reimburse. This was Jacuzzi's decision / problem to rip out my tub because they had no team to fulfill their warranty obligations!!

Incompetent customer service, lies and no follow-up from warranty teams, putting all the burden on me as a customer for their faulty product, and delays, delays, delays...

Ive never had a worst customer experience. Spend your money elsewhere with a company that doesn't treat you like dirt as a customer.

A few years ago, I bought a Jacuzzi SASHA system with hammam (steam bath) and sauna cabins. They are very beautifully designed and a pleasure to enjoy.

However, I had several issues with this product as it was new in the Jacuzzi line. At the beginning, Jacuzzi was flexible in replacing faulty parts, even after the mandatory warranty had expired, but now they are refusing any discussion on replacing anything and want me to pay the full price, athough the issues are still due to design errors and insufficient product testing.

Current issues include the composite resin panel on which the user walks when entering the hammam cabin. This panel is made of various layers which are diassembling, causing loud creaking noises when walking on it. This panel was replaced a first time by Jacuzzi but the new one is not better.

Jacuzzi has now a new version of this part (which I assume is better) but they refuse to change it. The new panel costs roughly USD 1,500!

Another issue is with the command panels, which are touch-sensitive. The activation button, which is always lit, gradually loses sensitivity and eventually becomes completely insensitive, making it impossible to start the programs of the cabins. I replaced one panel at my expense, thinking it was perhaps due to a bad usage (they charged ca.

USD 800 for the replacement) but now the same problem occurred on the panel of the other cabin, which makes it obvious that it is caused by a design flaw. In spite of my complaint, Jacuzzi refused any arrangement for the replacement of this second faulty command panel.

Although the SASHA product line is very beautiful, I don't recommend buying it as its quality is not in line with its price range (my installation cost close to USD 50K).

I got the tub in mid November 2023. And 3 weeks later it leaked..

No problem getting someone out. However. Not even 2 weeks after that fix the leak re occurred and this time the service dept told me that i had to pay for them to come out $118 plus hst. I refused because i cant even use the hot tub.

It was -20 out so i had to put a heater in to keep the tub from bursting. The insulation inside my tub is destroyed and even though jucuzzi was told by the repair company it needed to be replaced they refused and said no . Horrible customer service, they do not attend behind their product. Also, i had 2 clips break off my cover from wind..

never had issues with my old hot tub. The crap part is the factory clips are stitched in. So you have to buy aftermarket clips that are open in the middle to slide the strap through.

But they don't hold and the lid broke the last 2 clips off and threw my cover into the field... Absolutely terrible and if they cared at all they can reach out to me...

Jacuzzi customer service is horrible. I spent $45,000 in cash to remodel two bathrooms over a year ago.

They never installed the towel rack on the door of one of the bathrooms! I spoke to four people about the problem and deficiency in the last year, two of them, 3 times. All I get are promises and a runaround. Never a callback.

Finally, they tell me today they will not install one! They say they give a lifetime warranty. Imagine if I have a new defect or problem what misery it will be getting a repair.

I will not do business with them again and will NOT recommend their products.

Jeff S. Orlando, FL

Hi Jakuzzi,

I would like to complain about the horrible level of service at your Spa World Dealership in Australia.

Early January I filled out a contact form on the SPA world website to enquire about a spa. I was never contacted so I ended by travelling to the Spa World Dealership in Adelaide on 27 January 2024.

When I arrived and said I filled out a form and had no response, there was zero reaction from the salesperson (not even a sorry or we will check how our contact form works etc). I found out from the salesperson whose name was Steven that there is a SPA J-235 on clearance and it is in Melbourne. The reason for the clearance sale was possible damage to the SPA. I confirmed that I was happy to buy if the damage would not affect the functionality of the SPA.

Steven promised that he would check what the damage was and would get back to me on Monday 29 January. On 29 January Monday, Steven sent me two photos of the SPA in a text message showing a crack. I texted back asking whether they had checked if that was a cover crack only and whether there was any damage to the inside. I also asked if the SPA is otherwise fully functional and if the warranty would be provided for the SPA.

Steven did not respond to my text messages. On 31 January, I texted asking for an update - Steven did not respond. I decided to call on 3 Feb - Steven did not pick up the phone(and did not call me back). 6 February - Steven picked up the phone and said he would provide more information the next day.

There was no call from Steven the next day or the day after. 9 February - Steven did not pick up the phone(and did not call me back). 10 February I called the Melbourne office of the Spa World and spoke to Nick. I explained that I was unhappy with how the Adelaide office worked and thus wanted to buy the SPA from the Melbourne office(especially that that particular SPA was in Melbourne).

Nick confirmed the availability of that cracked J-235 SPA which was on clearance at a price of approx 11600 AUD. I asked about the warranty - Nick explained that he needed to check whether the warranty would be provided. He said the people who know this were based in New Zealand and did not work on Saturdays and so he would get back to me on Monday 11 Feb or Tuesday 12 Feb. I agreed and asked that I was very willing to get this information to finalize the purchase.

Since I never got a call or an email from Nick as promised, I called the Melbourne office on 17 February. I was put through to Nick but there was voicemail asking to leave a message.

I could have gone elsewhere but the problem is that Spa World is your only distributor. I am shocked that such an iconic brand as Jakuzzi is represented by such an unprofessional and careless sales team who can not respond to one single question about warranty for 3 weeks.

Also, the delay in buying the tub means I can not finish my outdoor renovation. Please assist me with buying that SPA or else I will take my negative experience online.