ComplaintsforSafe Step Walk In Tub

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before buying this product I did the research and knew in advance that the top line walk -in bathtub offered was 15K. Installation cost an additional $11,133 due to the degree of difficulty of the install. We live in a modular home. Structural modification was supposed to be made to accommodate the weight. Also, all wiring was to be run under the house. Nothing that was stated in the sales pitch happened. There was no floor fortification and I have four walls in three rooms that I will have to hire another contractor to fix. The install took 7 hours meaning I was charged $1,590.42 per hour. After calming down I placed a phone call on Sunday asking for someone to contact me before 10 a.m. on Wednesday. Im sure that I also expressed my extreme dissatisfaction with the situation. ********, the Production Manager called me back on Monday morning in a confrontational mood which did nothing to help my own demeanor. I was informed that installs are always done in the easiest way possible. I was also informed that they charge what they charge in the way of an install. A message from a distressed sales rep was left on our answering machine and he said he would call us back on Wednesday after the holiday. As of this writing I have heard from nobody at Safe Step. Now comes the kicker! The tub leaks! A 40 gallon water heater will not give warm water up to the knees. We dont know how the bathtub functions as the water level has never gotten high enough to use it. When the water is turned off you can see the water level go down with the drain closed. I am a blind woman in my late 60s. Ive been taken advantage of before but not to the tune of $26,133.00. That extra $1,000.00 was a deposit in case youve been adding the numbers. To sum up the experience, I am out 26K, have damage to four walls that I will have to foot the bill for and have a defective Safe Step product sitting in the bathroom to remind me Ive been shafted every time I use the facilities.

  

  Business response

  07/13/2023

  Hello, 

  This is now in the hands of upper management, and they will contact *********************** when they a resolution.

   

  King Regards,

  **************************

  ************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a new walk in tub. Was sold a used one that had chronic problems with the seat heater. Several repair people have been out, they cannot fix the unit. They need to replace it.

  

  Business response

  03/01/2023

  Please note that this service has been handled by our service department yesterday at 1:50. I am not sure why she is filing a complaint except because her friend told her it's a used tub. We do not sell used tubs. Please make sure that this complaint is removed, as we did all that we are supposed to do for our customers. 

   

  This a note in our system to show that we are servicing her tub. 

  Te2/28/2023 1:50:34 PM ************************ 2/28/2023 1:50:34 PM ****************************** to Mrs. and explained that we do not sell used tubs. She got a brand-new tub of what she purchased back in 2019. Her friend told her it was a used tub. Informed this is not true. Informed to call if needs service. set appt to check seat heater again. informed takes ***** min to warm. Ll us why here...

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ************ in January 2021. Bought the warranty that went with it in case we had any issues. Approximately 3 weeks ago the plumbing in the tub started leaking horribly. It flooded into our basement and my Father-in-law has been unable to use it since.He has cancer and can barely walk. Now weve had to help him up our stairs to get a shower. Its a nightmare!Weve called and called for a repair man to come out because its covered under a warranty and were afraid they will void the warranty if we get our own repair man.We paid allot of money for this tub and warranty and expected them to honor their contract with us.So far, no one has returned my call about fixing it or even coming out to have a look!I have to leave a message everyone Ive called.We arent asking for much. Just to have the tub repaired. Please help!

  

  Business response

  11/07/2022

  Once again, we cover the state and only the state of California. Please remove and send on to Corporate in *********. 

   

  Kind Regards, 

  ***********************

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a tub on 2/19/21 from ******* Casino and have since paid it in full. The tub was supposed to take 3-4 days to install. It was installed in one day. We have had numerous problems with the tub and its supposed to have a life time warranty, but we are having problems getting Safe step to come out and actually fix the botch job that their workers did.We have called *******, ******* ****** and **** to get service.The door way was messed up when they installed the tub, which they have yet to fix. We now have a leak and when the rep from safe step came out (****) he stated that the workers did not do a good job on installation. On 9/15/21 we changed doctor ************ because someone was suppose to come out, not one ever showed up. I feel that we as seniors are being taken advantage of.We have paid them over $17,000.00 for this tub and have never really got to enjoy it. At this point the tub needs to be taken out and the pipes fixed and reinstalled correctly or give us a refund

  

  Business response

  09/16/2021

  Dear Mr. ***** *********************,

  We are sorry that you are having the issues noted. This is by no means a typical reflection of our Company. We stand behind each and every tub and the installation 100%. Looking at the service notes, I see that we are scheduled to do whatever is necessary to rectify the problems at hand. Sorry for inconvenience, we will see that you have the great customer service and bathing experience you deserve.
  

  Should you need further assistance, please contact me directly at; ************.

   

  Kind Regards,

  ***********************
  

   

   

  Customer response

  09/16/2021

  I do not accept the response because I have had a number of appointments, that were either not kept or the work was not done. I would like to leave my complaint open until the repairs are completely done and we are able to actually use our tub.

  

  Business response

  09/17/2021

  Below are the notes from our conversation with *********************. We have agreed to her request back on September 15, 2021. We are doing exactly as the customers has requested.

  ***********************
  

  Spoke to customer and explained our technician would be out there first thing tomorrow morning and apologized that the technician forgot about his ***********. Mrs said she had a doctor *********** and unable to be there tomorrow. Explained to have enough time to complete the next soonest will be Monday 9-20-21.
  
  Sending to ***************************.
  
  *****, If you can get out to the customers sooner than Monday, please reach out.
  
  Need to Pull tub, Replace Trap and redo installation properly.
  
  Thank you for your help with this. This will be a normal installation.
  

  Customer response

  09/30/2021

  ***** did come out and re-do the tub on 9/27/21. We would like to be refunded the $110 that we paid to the plumber on 9/25/21 to fix the botched job done by the first installers from safe step. Again this tub is paid in full....over $17k and we have still yet to enjoy it.  I do want to give ***** his koodos for doing a awesome job.

  

  Business response

  10/08/2021

  I will put i a check request for this customer today.

  Customer response

  10/09/2021

  I will close the case once I receive the check for $110.00

  

  Business response

  11/02/2021

  Please see the notes below.

  10/27/2021 4:08:10 PM ************************ 10/27/2021 4:08:10 PM ****************************** meeting with end of the week. He spoke to customer.

   

  10/11/2021 10:06:35 AM ******************** 10/11/2021 10:06:35 AM ************************** called and said the customer is saying the door is too difficult to close and needs service. ************ to ********.

   

  Service has been scheduled for this homeowner, and we will make it right like we always do. Our customer's satisfaction is very important to our company.

   

  ***********************

  ************

  Customer response

  11/04/2021

  we were told over 3 weeks ago that a check was being put in the mail for $110. As of today 11/3 we have yet to receive it.

  

  Business response

  11/04/2021

  Tell usFrom: ***********************
  

   

   

   

  Sent: Friday, October 8, 2021 2:40 PM
  To: **** <***********************************>
  Cc: ***** <*************************************>; ************************************ *********************** <*************************************>
  Subject: Sent from Snipping Tool
  
  ****,
  
  I am requesting a check in the amount of $110 be sent to the address below. If this could be handled as quickly as possible.
  
  ***** & ********,
  
  This is the BBB complaint from last month. They were very pleased with Steves work on their service call. I will go back once they have received the check that they paid a plumber and ask them to post a positive review regarding the service.
  
  ***********************

  BBB I put in a check request on October 8th. I will check with my accounting department to see if the check has been cashed or what happened.

  ***********************
  
  
  why here.....

  Customer response

  11/07/2021

  Tried the tub with the jets this weekend 11/5/21. The tub door is still leaking. After almost having this tub for a year and paying over 17k cash, we feel that we should be refunded some of our money. Being seniors over 80 years older I think we are being taken advantage of. If it wasnt paid in full we could stop paying, but in good faith we paid the full balance. ***** said he wouldnt be able to come back  out until the week of the 15th thats unacceptable. Safe step has one guy trying to cover southern/central **, safe step needs to stop cutting corners an be the great company that they profess to be.

  

  Business response

  11/24/2021

  I will forward this information on to the service department. The service department will get in touch with Mr. and *********************. As for a refund this will have to be discussed with upper management. This will happen after the holiday as myself and the person to make this decision is on vacation.

  ***********************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩