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jeff of Livonia, MI Verified Reviewer

Original review: Sept. 27, 2021

I bought a brand new 13,000 Jacuzzi hot tub. It has had a few issues. From the day I got the tub the cover never fit. They tell me it will at least 3 months to get a new cover yet they have many covers for sale on new tubs not sold. But they will not give me one of those so they can sell the Entire tub and cover yet I bought mine already so it appears they don't care. I called them directly.. They blame covid (which I do understand). But if they have other covers out there for sale you would think they would take care of the person that bought it already. Not happy with this company.

Kate of Port Stanley, Other Verified Reviewer

Original review: Sept. 23, 2021

Last year I was delivered a hot tub. We were initially upset the hot tub came without a cover. Didn't see much point having one without the other. The Hot Tub cover arrived over 8 weeks later when my wife and I weren't home. We weren't notified of a delivery. The cover was delivered and never inspected, and is 6 inches oversized for the hot tub. We had a storm, which was able to grab hold of the cover and rip it from the straps, causing severe damage to the oversized cover. My pregnant wife had to go in our 200 ft back yard to catch the cover while I was away at work for the week.

We complained over 2 months ago about the cover, and have been told that we'll likely receive no compensation or simply a new cover, which is what we would obviously like for our year old hot tub, as the tags are missing from the cover and thus impacts the warranty (convenient). I've been in contact with customer service, and it typically takes them weeks to reply to any email. This was a near $15,000 purchase for my family, and I'm disgusted on how we're being treated, customer service doesn't even have the gumption to tell us no, they simply keep dragging out the process, possibly hoping we'll give up or go away. We'd like this resolved asap, as you've seen through my many emails.

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Dori of Lemont, IL Verified Reviewer

Original review: Sept. 22, 2021

Wow - when we purchased a Jacuzzi spa, we thought we were getting the best of the best. It was a JACUZZI after all! We couldn't have been more mistaken. The spa itself is, eh, at best. Then, 9 months after the spa's warranty expired, BOTH pumps died. Both! This repair is going to cost us over $1,000 in parts! What did Jacuzzi do to "make it right"? They offered us a whopping 15% discount on parts. This is the 3rd spa we've owned. We currently have a Sundance spa and is so SOOOOO much better. It's 8 years old, jets are more powerful and we've never had a problem with it. Trust me, Jacuzzi isn't all that. Take your money elsewhere!

Tiffany Dawn of Wilmington, DE Verified Reviewer

Original review: July 8, 2021

I have had 2 major problems with my hot tub and have owned it less than 4 yrs. costing me $1000. Messages the company why and have not received any response. They charged me $125 just to come out and verify the issue that I had already identified and told them.

Michael of Tucson, AZ Verified Reviewer

Original review: May 6, 2021

I bought a Jacuzzi hot tub less than 3 months ago. On April 28,2021 in Catalina AZ there was a 14 mph wind according to **. The wind broke a clasp to the lid and the other 3 slipped out. Jacuzzi Corp office says this is an act of God and it not covered under warranty. I say the clasp was defective and broke because it could not handle a 14 mph wind. Jacuzzi will not stand behind their product. They are using the clause "Act of God" to void the warranty.

Lori of Bloomington, IN Verified Reviewer

Original review: April 10, 2021

I bought a Jacuzzi tub at Lowe's and had it installed about 3 weeks ago. I had one nice experience and then the jets quit working. I contacted jacuzzi and spent over an hour on hold to explain the issue. I was told they were contacting a local dealer to come and do the repair. I heard nothing. After a few days, I contacted jacuzzi again and spent over an hour waiting to talk to someone (again). I was given my case number this time and got an email thanking me for contacting them. Still nothing. So, I spent a lot of money on a tub that doesn't work and no one cares. It is under warranty, but I can't get anyone to help or acknowledge me. I will never purchase a product from jacuzzi again and I hope you won't either. They don't stand behind their products and will not help if there is a problem.

Ken of Burnaby, BC Verified Reviewer

Original review: Feb. 5, 2021

Do not expect Jacuzzi to honor the warranty if you are not the original owner. The local retail store told us it was transferable. The seller reached out to ask Jacuzzi if it was transferable. They never returned his calls. As soon as it is sold the warranty is void. Verified this direct from Jacuzzi support. Don't buy used and expect to have any warranty. Don't buy expecting you can sell it with warranty.

Salvatore of Newark, DE Verified Reviewer

Original review: Jan. 22, 2021

We purchased our J500 tub from the Wilmington, DE retail store December 2019. November 2020 the diverter valve cap failed and shot water into the air. After many calls to customer service and no support, being hung up on, not getting a return call, and some confusion about ordering parts, the service facility was finally able to order the parts needed. The week before Thanksgiving. At the time I was told it would take two weeks...

It is now January 20, 2021 and I still have no diverter valve parts to repair my hot tub. I have been told delays are because of Covid, because of the Holidays, because the parts come from China, because of a computer virus that lasted two weeks, and now because plastic is on backorder and delayed, length of time unknown. So my hot tub sits in this cold weather, unusable because the jets can't run with the diverter valve broken. Seems no one at Jacuzzi cares about customer service after they have sold the tub.

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Frank of Colorado Springs, CO Verified Reviewer

Original review: Oct. 15, 2020

I purchased a Jacuzzi J-315 model for my wife as a Christmas present in 2015. In that short period of time we have had REPEATED failures on the same components of our hot tub. Controller/Motherboard twice, waterfall at least twice, and heater 2-3 times. We purchased from the Spa Palace in Colorado Springs. I indicated to their service department that this may be a "lemon unit", with no acknowledgement on their part, and I will be going there tomorrow to discuss further with their sales team. I understand the service department is not responsible for the product the sales team sells. Seems pretty widespread based on the reviews listed on this Consumer Affairs site. I will follow-up with this post as soon as I hear as to what Spa Palace's position is as to rectifying my "lemon" unit.

Bobby of Birmingham, Alabama Verified Reviewer

Original review: Oct. 1, 2020

I have never owned a hot tub which is why my ratings were in the middle on all except the features. I have resided in accommodations that have had the brand that I am rating and the features were exceptional. This is why I am rating features with a high grade. The hot tub was exceptional and offered many features which enhanced the experience.