This is only a summary and does not describe the extent of our experience which took 4 months in total to complete:
We initially had a leak coming from behind the shower wall. A Jacuzzi workman came only after numerous calls and when a workman arrived (twice), he did not have the tools to look behind the shower walls to check the fixtures. His speculation was that the leak must be coming from another source but only speculated because he never looked. Shortly after the leak was seen, we experienced mold coming from the fixture for the hand-held shower. Despite having mold, we were told that the workman was busy and he would try to fit us into his schedule. 7 weeks after the initial leak, a mold mitigation company was on hand as Jacuzzi workmen removed the walls exposing the faulty fixture. In the 7 weeks, no one from Jacuzzi had taken a look at the shower. Also, during the 7 weeks, we had numerous days when we were told that someone would come and no one came. We also had many attempts to contact Jacuzzi via phone, text, or e-mail with no response. 3 weeks later we were told to submit our out-of-pocket expenses and back-up information to the lead person in St. Louis. We submitted the information as requested. When we attempted to follow-up, there was no response ever from that person, and there was no way to contact anyone in St. Louis. Weeks later we were told that she was now in Houston. We were left for weeks not knowing the status of the information that we submitted. Ultimately, after 2 more months, the reimbursement to us was settled.
General comments:
It became apparent that Jacuzzi was more interested in going after new customers rather than addressing a severe problem (water damage on 2 levels of the house and mold on both levels.
The lack of communication was incredibly frustrating throughout the entire journey. This failure was there every step of the way -- first, there was no sense of urgency to look at or fix what was a serious mold and water damage problem; then, another frustration of not knowing the status or the timing of any reimbursement. For most of 4 months our master bathroom, master bedroom, and lower level were unusable and for other periods of time certain additional areas were impacted yet there was no sense of urgency to expedite solutions.

I’m just frustrated that I put so much money in a project that continues to disappoint.

The associates that p lut in my shower, Jonathan, Joseph and CJ, were very professional and cared about how the final project loʻked.

The installation was completely done in 1 day as advertised. I'm very satisfied.

The walkin shower was complete

Professional installation; everything open and visible

The installers were fantastic. I love my shower and think it's great.

see below

On time, fast work, quality work, finished on time!

The salesperson was very knowledgeable and helpful

We would recommend Jacuzzi to anyone who wants a beautiful shower with safety in mind. From the time these gentleman got here, they kept us informed of install and any questions and info we might need. They cleaned up before they left better than I usually do. The guys were great at what they do. I would recommend them highly. I hope other customers will just try them they won't be sorry. Norma & Ron Phillips

I was surprised at how well it was. I had never used Jacuzzi Bath before. My sister used Bathfitter, so I knew about her issues with them.

I was pleased with everything: the way they handled it and the workmanship.

Some of the caps, on the hand bar is loose and slid down. Would like that fixed.

Will recommend with comments.

They left my house door open, my water was not hooked up right, and they messed my asphalt driveway up; I have a big stain on it. They did not put the insulation up that I gave them. They took the roll with them and they need to come back and fix it. I am sick to my stomach because of what happened. They did not hook up the water right. I paid them in full and I want to be compensated for what I am going through right now.

Your company did a fantastic job! The communication was good and the guys who removed and installed our work were awesome - especially the lead guy, Jonathan! He was very particular, kind and professional. The only reason I gave an 8 instead of a 10 was because it was so expensive and we really had to “work” at getting the original price down. The sales person was good and we know she was doing her best at what she was trained to do. We did feel like we were led to believe we would get a good deal because of the card we got when we first went to the booth at Pridefest in our city. The card said installation was free plus another flyer we were given said $500 off. But that did not mean the labor was free (which of course I understand that labor is basically half of the price anyway) but it was misleading. It was a bait and hook deal, plain and simple. We ended up signing a deal on the day that Caylin (the sales rep) first visited. The next day I had some “buyer’s remorse” and considered canceling. As far as I remember, Caylin did not tell us anything about how to cancel (upon reading the contract, we had a full 3 business days to cancel with no obligation. I’m sure not telling us this as we signed was intentional as they didn’t want us to back out of the deal, of course (and, yes, I understand it is our responsibility to read the entire contract - and we did). When I called with concerns, Caylin’s supervisor, Madison, called us and talked with us about our concerns and she is very good at her job - assuring us we would be happy with the product, they don't use cheap products or cheap labor, background checks on all employees, etc. - so we did not cancel. And, quite frankly, I am happy we did not cancel. On one hand, the high prices mean their employees (I hope, at least) get paid a fair wage - Jonathan and Marcus definitely worked hard and did a fantastic job. There were a few reasons why we really wanted to go with Jacuzzi BR and one of them was because you were at Pridefest in St. Charles. Not many labor businesses “dare” to come to and/or sponsor Pridefest - especially in Missouri. We have learned the hard way not to just trust anyone who walks into our house, and so I really wanted to show my appreciation and support your business. Your products are also of great quality as is the labor and I saw that as the work was being done. Back to the original question about recommending Jacuzzi, yes, I would recommend them to my friends but many of our friends are on a limited budget and they just couldn’t afford it. We are lucky - we have been saving for years for projects like this and it wasn’t something we had to go into debt in order to pay it off. So, for us, the expense was worth it.

The salesman and installers were great.

The bathtub removal and shower install was impeccably completed in one day. They vacuumed inside and didn't leave a trace of anything outside. I was truly impressed with the workmanship and professionalism of the crew.

Everything. Was the best experience I’ve ever had. So beautiful. Jonathan E and Mark E were so kind and professional. Explaining every step. I absolutely love it. I am 70 and had an 18 inch high tub was so hard and dangerous getting in and out. Jacuzzi Bath was worth every dime. I love my new shower. Five stars is not enough.

They have a great quality of work, and they got things done in a timely manner. They have really good customer service too.

Great service and professional installers.

Not every one can afford it,

The quality of materials and the communication.

The salesperson represents one thing but we received something different. Primary example the shower was supposed to be larger but she submitted smaller measurements for the installer. She also stated the glass enclosure would be at no cost.