Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $2400 for a tub from **********. None of the verbiage on the website stated that I needed to purchase an additional ****** in order to install the tub. Every tub I've purchased in the past came with this item as it's the only way to protect your walls from water damage. Received the tub but did not get the correct warranty book or any instructions. In fact. I received paperwork for a completely different tub than what was ordered. Spoke with a customer service agent at ****************************************************** told me because this could be a free-standing tub, it didn't come with a ****** kit. My installer stated I needed a ****** because this tub is not a free-standing tub - it is not finished on all four sides as the pictures attached demonstrate. I called the company and they extorted another $100 for this ****** that should have been included with the tub - you can't install without one.

  Business Response

  Date: 12/10/2024

  The customer purchased one of our tubs through ********** and was unaware that the tile ****** kit was not included. This misunderstanding led to a BBB complaint, as the customer was dissatisfied with the need to purchase the kit separately. To resolve the issue, we have approved a $100 refund for the item.

  As the **************** Manager, I have spoken directly with the customer, and she is satisfied with the resolution. She has also indicated that she will withdraw the complaint once the refund is reflected in her account.

  Customer Answer

  Date: 12/11/2024

  The company has contacted me and will be processing a refund for the ****** that was not included with the tub. I have yet to see the refund but was assured by *****, a *** with the company, that it would take place. 

  Customer Answer

  Date: 12/13/2024

  Date Sent: 12/11/2024 6:28:07 PM
  The company has contacted me and will be processing a refund for the ****** that was not included with the tub. I have yet to see the refund but was assured by *****, a *** with the company, that it would take place. 

  
  

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/24/2023 ordered and paid for upfront on my credit card.$5800.00.after several emails and phone cals i finally got the tub in October.they hired the contractor to install it.he finally got here on 11/7/2023 to install it.he checked for leaks and it had 8 leaks.since 11/7/2023 I have se nt numeras emails and made phone calls trying to get a return authorization.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second complaint against this company for the same jacuzzi bathtub. The first problem were the rusting jets. It took two years of hounding them to make good on this (we have the extended warranty that extends five years past the date of purchase). Those are fixed. About two weeks after they fixed these, I got these mysterious hard lumps that raised up on the floor of the tub. I will attach a picture of them. I have no idea what these are, but I would like the tub I purchased to be in my home...not some broken down one that constantly needs fixing. What is going on? When I contact the company, they say my priority is extremely high and someone will get back to me within four hours. It's been almost six months now since I filed this complaint with them and I hear NOTHING from them.

  Customer Answer

  Date: 10/17/2023

  I hope you will put a big ******************* on this company for this business.  They have screwed with me for over 2 1/2 years trying to get them to fix their faulty products.  Terrible service.  I am really disappointed you cannot help me.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a walk in tub from universal tubs. I had my plumber come and install it only to find out that the faucet hits the overflow drain pipe, meaning it cannot be installed. I tried contacting customer service and all they told me was that there was nothing they could do besides telling me to drill another hole. I shouldn't have to drill another hole because they made it incorrectly. Now I'm stuck with a tub that cannot be installed or used.

  Business Response

  Date: 10/16/2023

  We never received this complaint. If provided an order number, we will be more than happy to assist. We most likely already fixed the issue as we answer to every customer that reaches out. 

• Initial Complaint

  Date:03/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a specific tub the Eros **** Left: Dual Friction Heater, Aroma, PnematicControl. The Tub they delivered to my house looks different and generic! I sent them the pictures of the difference in tubs and they agree it looks different, but they dont want to send me the correct one. I am not asking for a refund, I want the tub that I paid for that is on the ********** website. This picture attached is the tub that I ordered. The other two pictures are the tub they sent me. As you can see the holes are and buttons are different.

  Business Response

  Date: 10/16/2023

  Old case, first time we received this. Please kindly reply back if there is anything we can do to assist at this point. 

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date Purchased - 12.4.22 Price - $1,658.68 Purchased this tub and tested the tub before installation. We filled the tub up entirely and checked for any issues, then drained (5 min). We had a contractor come and install the tub and once we filled the tub and let it sit for 30 min while we grouted, water was leaking from an air jet. We called to report this to the company and also sent pictures and videos and they said they wouldnt do anything about it since it was already installed and we should have caught the leak prior to installation. We explained to them that the manual states nothing about how long a water test should be completed for, it just simply statew water test. We asked to speak to a manager and every time we were told they were in a meeting or werent available. Then after 2 weeks of trying to communicate, they said they would ship us a new air valve to replace ourselves. After we waited a week to receive this part, they send us the WRONG part. We call and tell them, they tell us they are going to expedite the new part, they dont expedite the part and 2 weeks go by. We finally get the part and yet again, the wrong part had been shipped. By this time, it has been well over a month and we have yet to be able to use our brand new tub. Finally, we call once again last week asking to speak to a manager because it is ridiculous that they have sent 2 of the wrong parts and once again, no manager is available (they are in a meeting) is what we are told every single time. Friday, 1-27-23 we were told by ******* that he would expedite this part that day. We never received confirmation and we call once again today, and they just placed the item for *** and not to mention, did standard shipping(was supposed to be expedited) and now have to wait a whole another week. We have spoke to *****, ******, *****, ******, ****, ********. And apparently one of them was able to speak with ******, who they say was a manger in customer service. The case number is *****

  Business Response

  Date: 10/16/2023

  This customer was assisted, we paid for repairs back in February.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband has Muscular Dystrophy CMT-20. He is in constant pain from atrophying muscles. We ordered a walk-in tub for safety and therapeutic benefits on the advice of his Muscular Dystrophy ******* has never worked correctly from the first day it was used. The SW Corp has sent numerous replacement parts; none of which have fixed the original issue. In early December 2022, it began to leak as the tub was draining. It is now pouring out the drain and is unusable. We hired a plumber to diagnose and it needs a new gasket drain kit. The SW Corp will not give us a part/part # list. We were told they were sending the parts Jan 6, 2023. A week later, the parts had not been sent and we were told we needed to pay shipping. The charge was billed to our credit card Jan 13, 2023. As of today, Jan 23, 2023, the parts have still not been shipped. My husband has been forced to use the unsafe and inadequate tub in our other bathroom. Jan 21, 2023 he fell getting out of the tub. He fell against the spigot scraping the entire length of his back and twisting his lower back. He is now seeing a Dr and going to Physical Therapy for back problems. We have spent a total of $7327.62 to have a tub installed that is unusable and currently a safety hazard for my Disabled spouse. It has ruined floor in our bathroom and ceiling in our family room. Not to mention countless hours on the phone and computer spent calling for service and sending videos, which SW Corp required of us.Ideally, we want our money returned so that we may begin again with a reputable company.SW Corp doing business as Universal Tubs is the most unethical company we have ever the misfortune to do business with.Case #***** Sincerely,******************************* Attached is just one of the dozens of videos we have sent. The second is a picture of injury suffered having to use an inadequate and unsafe standard tub. I have all the receipts and past emails if those are needed as well.

  Business Response

  Date: 10/16/2023

  We never received this. I know we assisted the customer but we will be calling now to ensure there is zero pending issues. 

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/11/2022, I spoke with a representative of Universal Tubs to place an order for a tub. When I received the tub, some of the parts were missing (electric heater and heating pads) that I paid for. I reached out several times in hopes of getting this matter resolved. I spoke with at least four different representatives who were unable to assist. There were also emails sent regarding this matter on several occasions as well. Today I had to pay again for the missing parts, however, this time I was charged $729.98 for items that I originally paid $300 for. I would like the difference reimbursed to me since it was an error on their part, in addition, to the tub is leaking at the door.

  Business Response

  Date: 10/16/2023

  Please clarify why we are receiving this from a year ago. 
  
  The mention parts were upgrades, sold over 1 year ago. The price of said parts are not $300. We will not be able to reimburse the difference, we sold what we shipped, at a discounted price. These parts cost more than $729. I hope this helps clarify this incident. Thank you for your patience.