BUYERS BEWARE We purchased our hot tub in December. We enjoyed our purchase experience and our sales person was awesome. Here is we’re everything fell apart. Our hot tub was delivered in January. The day it was delivered, they delivered the wrong cover, the cover lift was the wrong model, the chemical package was the wrong type, the hot tub’s internal wires were disconnected which caused nothing to work, two exterior panels were damaged and reported to the warehouse upon delivery.
They did send a tech out to fix the wiring issue within the first week. A few more weeks went by and they forgot about the issues with our cover and lifter, which they did replace a month later after we inquired about it. Since then, nothing! It’s been several months. I’ve emailed the service manager with no reply. I’ve gone into the store to talk to a manager. Not much luck there. We were offered $50 credit initially for dealing with these issues but when we went into the store to ask about the credit, the manager had no record of it. I also inquired about our replacement exterior panels, which were not ordered. The manager called back a few days later to tell me that the credit was added the week before I inquired about, yet he could find it? He also said that I needed to provide proof of the damage panels. These panels were identified and reported by the installer and initially acknowledged by customer service at the time of delivery. Why several months later do I need to supply proof.
We filed a complaint directly with Jacuzzi in January with no response. Jacuzzi is supposed to be top of line, but our experience has been a long and frustrating joke. Buyers beware! We recently filed a complaint with the federal trade commission as well as state government agencies. We do not recommend California Backyard to anyone and we share our experience so that people are aware of issues they may have to deal with.
