Jacuzzi
Reviews and Complaints

Bought my home in 2006, gutted the bathroom. Invested in a Jacuzzi bathtub. Now it's 2023 and for the past 3 years the bottom has been cracking and it is unusable now. They claim it it's not under warranty because it's before 2007. Please do not buy from this company. I thought I was buying from a reputable brand but it is cheap and they do not guarantee or warranty it

Installed in 2006. 10 year warranty.

Jacuzzi Tub is rarely used - perhaps 2-3 times a year. Less that 40 times since it's installation.

Filled for use 4 weeks ago. Happened to be in basement and noted water leaking from ceiling below the Jacuzzi on the first floor. Opened side access door - 4 jets are leaking. There are 8 other jets that are not accessible - not certain of their disposition.

Contacted Jacuzzi. They suggested jet replacements purchased from supplier.

Extremely unhappy with lack of quality and that Jacuzzi ignores that the design and manufacturing is at fault.

I shopped for bathtubs for months before settling on the Jacuzzi. One of the main reasons was the advertised was the exclusive Tru-Level self-leveling base system that included the motor. What I received was a tub with a poorly installed and an improperly mounted motor that in supports the tru-level self leveling system when the motor was attached on a floating board with one screw and the plastic mounting bracket was broken. This was a right drain tub with the access panel on the right side of the tub - the motor was pushed to the left because of how it was mounted and would be inaccessible had I chose to proceed with the install. Bathtub was returned to the store for a full refund.

Dear Sir/Lady,

Please allow me to share with you my unfortunate experience after purchasing a Jacuzzi J-210 in September 2020.

The facts are as follows:

Delivery and installation 1st September 2020
Use September 2020 to December 2020
Non-use period (December 2020 - April 2021)

Problems:

With the new summer season in mind, I requested on May 10th 2021 from your local distribution service, assistance regarding filter cleaning, water refill, chemicals etc.

After several reminders a very helpful assistant visited our house -three weeks later.
I paid his fee of EURO 30.- in cash.

Soon after, the Jaccuzi J-210 bath engine kept stopping shown a specific error code.

I called the same employee immediately (approx. June 15th 2021). After several reminders and calls to the Company itself Mr Petros visited me again (3 weeks later).

He diagnosed complete failure of the machine sensor!

It was then that I was informed that the Local Distributor (EKA Group) only had two persons for their service in the whole of Cyprus!

He was also not sure whether EKA Group had a suitable sensor in stock!
This was confirmed on 7th July 2021 after several calls from my part.
I was assured that they would order a new sensor immediately.

Needless to say that I requested to return the Jacuzzi and get a refund with no reply whatsoever….

Today August 5th 2021, the sensor has not arrived. It was ordered on July 27th 2021!
They even blame that the factory does not have it in stock and that they will have to produce one!

And of course whole of EKA Group will be on vacation from tomorrow for 2 weeks!

All of the above has resulted in the great inconvenience and loss of use of a brand new bath bearing the world famous Jacuzzi brand. I could not believe that a brand new Jacuzzi sensor could fail after a three month use.

After all of the above and having given up with your local distributor, I had no other choice but to communicate my experience to you. After all any chance of enjoying this expensive piece of equipment during the hot days of a Cyprus summer is gone!

Pity because this kind of client after sales "service" is an embarrassment to you brand name which is synonymous to the product itself.

Thank you for your attention.

Best Regards,

Michael Gl. Raphael
Barrister-at-Law
Glafkos N.Raphael & Co Law Office LLC
Tel: +[protected] | Fax: +[protected]|
Address: 20, Homer Avenue, 1st Floor, CY1097 Nicosia, Cyprus
P.O. Box 22485, CY1511 Nicosia, Cyprus.
Email: [protected]@raflaw.com.cy | Website: www.raflawcy.com

We need a part(161600 Suction fitting assembly) for our 14 year old Jacuzzi Whirlpool tub. Third party vendors tell us it is on backorder and/or discontinued until the 12th of never! They claim Jacuzzi is taking any and all supply of that part for new tubs. When we reach out to Jacuzzi directly they pretty much tell us to fly a kite. That our tub is no longer under warranty. We don't want the repair covered under warranty, we just want the part so we can take a bath. Shame on them for not supporting their existing customers! Can't reach them by phone, takes 2 to 3 weeks to get an email response and then they tell you tough *#%*! Super bad business!

In January 2017 we purchased an end of year 2016 J345 Hot Tub, the hot tub was put into service January 18, 2017 with Full Warranty which states Warranty is 5 years Plumbing Complete on my paperwork. So here is the problem in October this year 2019 our Hot Tub starts leaking water, I called out a service person who spent all of 5 minutes looking at the Hot Tub ( $115 service Call) before saying that your CLEARRAY system is leaking. The service tech went on to say that I have a unit on the truck and I can replace it for $400+. ( Makes Me Wonder is there a Problem With these Units)

So if my Warranty states that plumbing is covered for 5 years complete, what part of that statement leads a service tech to belive he should be able to charge $400+ for a replacement part that should be covered under a warranty. This is a factory installed piece of plumbing that I am now being told has a one year Warranty?

I have followed all of the required service cycles and in no way have done anything to esculate the failure of this unit, which leads me to belive that there is a problem with this system that contains a sub standard plastic housing that is subject to failure.

In My opinion Jaccuzzi is aware of this issue after checking threads from customers with similar issues and this is a black eye for them, I would expect that the Jacuzzi Brand for which I have much respect for, would live up to their reputation as a Quality Company .
I would like some help with this in the way of a replacement unit, installed by the Service Tech who spent all of 5 minutes at my Hot Tub and Basically Stole $115 from me.

Please Help :
Loosing Faith in Ohio

Service is no longer handled by ThermoSpa. Jacuzzi has taken over company. Service has NOT improved with Jacuzzi. My spa has been down for a year and is only 6 years old.

I called to have the control board replaced. Young man came out from Paradise Valley Spa, didn't have tools and couldn't remove the 4 mounting screws holding in box. Left, said he'd be back. Never heard a word. Called the local number I called before and is no longer associated.

$15k and cant use it. Was great for 1st few years.

Good day, December 2009 I bought a 12 seater jacuzzi from Wikkie's pompe in Centurion, which cost me almost R30 000. Since the bath was installed it has worked effectively only a few times. Since the installation, which was done very unprofessionally and unneat it started to give problems. The problem will always start in the same manner: Initially it is fine, then power will start to trip (in the house, but also in the box under the jacuzzi), the pumps will make a noise that sounds like a lawnmower. When it is impossible to heat it up or use it, I usually call Wikkie's pompe again. They would come and fix a symptom (and everytime there is a different symptom). Then the whole process will repeat itself, I would use it until the power trips again and the noise startes again. They have been at my house several times and it initially seemed that they have never installed a 12 seater before, therefore they did not know where the origin of the problem is. During the installation I was upset about the muddy mess under the jacuzzi, they returned and through a bit of concrete under the jacuzzi where the pumps are. A small tear in the bath occurred as they did not support the installation of the bath correctly. They came back and someone crawled into the bath (which is located on the surface of the ground, not under the ground), and inserted sand bags to support the bath to stop the tearing. It has been a whole year and a half and I have stopped calling Wikkie's pompe as it seems that they are absolutely unable to assist me. I do not think that they are at all able to help me as they do not know what the problem is or how to fix it. I have now contacted other individual's to give me quotes on fixing the problem, but it is so expensive that I am not able to go that route. What is my options and what could I do to fix this? Cecilia Denton Centurion, Pretoria (Cell [protected]; Home [protected]; email: celia.[protected]@gmail.com

We bought a Jacuzzi spa two years ago because we believed it was a quality product. Over the past three months we have experienced two serious leaks, which resulted in the spa being out of service for three months. I have emailed Jacuzzi twice, but have received no response. The local service company doing the warranty work does not seem to be at all concerned about the quality issues. We are very unhappy with both the lack of quality of the product and Jacuzzi's obvious lack of concern over customer satisfaction. We will not purchase a Jacuzzi product again and will try to let other know about the substandard level of service Jacuzzi offers.