Communication & customer service is sorely lacking

After three trips to my house and so far one missed appointment going on 30 days now I still do not have a shower to use. Fortunately, sharing my story with other people in my community, I have discouraged three so far of using your company.

The initial schedule for demo and shower bath had to be cancelled because the 60installer thought 60 inch pan would be to long. Even though the person who initially measured, took pictures of everything, we needed a 59 inch pan.
It took almost another for weeks and we had our second demo/install day set to go. We got a call the morning of the demo/install day from the installer manager Aron who told us, the pan was still 60 inches. It should have been ordered to be 58 inches. So, here we have conflict of what the size should be and lack of trust in what is going on with orders for changes to be done.
We took the initiative to call customer service and Aron install manager several times to make sure they were doing a 58 inch pan for us. Three weeks later the demo/ install team showed up with everything correct November 3, 2025 at 7 am. Travis, Room and Sarah worked 12 hours to get the demo, plumbing and shower installed.
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The team was great

Three weeks after the install and still no shower curtain rod. You had five weeks prior to the installation to order the correct length but failed to do so. For the amount of money we paid I expected better quality work.

Workers are always on time when they showed up at my residence, worked so hard from start to finish. On the three bathrooms that they renovated in my house their work ethics are impeccable. Thank you very much

The install was on time and friendly.

They did a very nice job and I send my thanks over and over again.

The communication between sales and installations fell short on expectations.

All-around great experience, from the salesperson to the quick installation and hardworking crew.

Installers Adrian/Edwin were helpful and patient in helping my handicapped son decide where to put accessories.

The shower turned out great in the end, but there was a one-month delay due to a defective factory part. It took a month to receive the new part.

I was very pleased with the service from Paul’s first visit complete through the beautifully detailed installation with Matthew and Ian. I would highly recommend the service and the product.

The customer service and quality of the install are sorely lacking usability and quality.

They left at half done for a month and did not order the supplies that were required to finish it. The person who came to work on it was fabulous but people in the office were not.

The sales representative & installers are great to work with. They represent Jacuzzi extremely well. However, the customer service needs improvement in responding back to you when they say they would. I had to call them back several times because I didn't hear back from them.

Garrett the installer was great and so we're the customer service people, only hiccup was roller door was on back order and we were notified the day before the appointment. Will upgrade the number once door is installed.

I feel like I got ripped out in price, especially when I see the TV ads that are cheaper than what I paid.

Project wasn’t done per contract - no communication for 2!weeks

It was really disorganized. For weeks, they were unable to obtain the part; when they arrived, they were rushing around without it. I'm not sure why they made a mistake; it was regrettable.

Salesman was very friendly and informative. Installers were personable and very professional and creative installers.

Respectful sales rep. Quality materials and installing team.

They have enthusiastic employees, do competent work, but communication was problematic and the price for what was done seemed very high. My kids are dismayed that I spent so much on a guest bathroom. I probably should have considered other options.

I purchase a jacuzzi spa a few years back. Very happy with warranty service. Even more happy with my stand up new shower. I have already refer a good friend for a stand up shower.

I love having a shower that is a foot longer and has more room. They did a **** of a job with the shelving, and I like the recess that they have to put the shampoo and things on the wall.