ComplaintsforSafe Step Tubs of Minnesota, Inc.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have had a walk in tub from Safestep since I bought my house in 2020. When we first used it, we noticed a leak that would happen around the door handle level. At this point, January 2020, I began contacting Safestep to come replace the seal on my door. Well several times I was transfered to the rep for Minnesota; this woman never answers her phone nor does she ever call back when I've left countless voicemails for her. When I call the company all they ever do it transfer me to her. A few weeks ago, the leak got much worse to the point that the tub cannot hold any water and can only be used for showers. I have called the company several times in the last few weeks and have yet to receive a call back because again, I get transfered to the same lady who never answers nor calls her voicemails back. This wouldn't be so much of an issue if I could find a new door seal kit to buy elsewhere and have a plumber install but they cannot be found online to order anywhere. I'm so tired of this company. I'm going to have to spend way more now to rip out their crappy tub and put a new one in because I can't get a door seal replacement that would be way cheaper than installing a new tub.

  Business response

  08/09/2022

  **************** is very important to us at Safe Step Tubs of MN. As soon as we received this complaint we immediately reached out to the ********************** directly. We realized that ********************** was not the original purchaser of ************* Walk In Tub but we are working with this ********************** to get the parts needed for her ************* shipped directly to her to get the tub back in perfect working condition. In the future if there is any service needed please contact our ****************** directly at ************.
  

  Customer response

  08/10/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My parents bough a Safe Step tub for them because my father had a total knee replacement, so we needed a better tub. The tub is not even a year old and we had problems with it. The company does not get back with on time. I called the first time like 6 times until I told them that I was seeking an attorney then they got back to me. The tub was leaking, so the owner and a service man came out to see about it, and supposedly fixed it. Well about 2 weeks later it is leaking again but worst. Water in going underneath my parents floors and making the floors come up. I called them 4 times within a month of June. A person called me back and left a message, but when I called back I had to leave another message. They never called back again. My parents wants this tub out of the house. It is nothing but trouble. She is tired of mopping water off the floor. They are not paying the **** on it which is a ****** loan because they are not get the benefit out of the tub. They want it out and not fixed. If we have to get an attorney, so be it. But the tub is not worth the money of the loan an attorney all its worth is unsatisfaction and damaging my floors in the bathroom. I am an unsatisfied customer. I don't want it fixed. I want it gone because it will happen again. It happened quick the time after they fixed it, so what is it to say it will not happen again. TAKE THE *** OUT!!Thank you,*************************

  Business response

  08/04/2022

  We stand behind our product here at Safe Step Tubs of **.That is why we offer lifetime warranties on all products that we sell. We have been in contact with this customer and sent a service technician to their home free of charge to address and fix the issue of a tub leak. The customer is satisfied with the service that was completed. **************** is very important to us at Safe Step.  In the future if any other warranty issues arise please call our ****************** at ************.

  Customer response

  08/04/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a senior on a tight budget and live in a module home. on 4/14/21 a salesman from safe step came to my home and convinced me to buy a tub to help my arthritis. I had a 40 gal hot water heater and he said I should buy a 60 or 75 gal tank and I would be fine. He quoted me a price of ****** dollars which seened like alot but I had no one to advice me I gave him a $1000 check and they installed the tub 2 months later, meanwhile I hired a plumber and was informed that a module home can only have a 40 gal hot water heater. so now I am making payments on a tub that I can only use to soak my lower legs and feet. I will probaly still be paying on this when I die because they say with the interest it will be over $25000 for something to soak my feet in.

  Business response

  07/01/2022

  Our sales representatives explain in detail to our customers the necessary water tank size when giving the customers all of the information needed to make an informed decision on purchasing a Safe Step Walk In Tub. On this customers contract it was initialed and signed off stating the customer understood a new hot water tank may be needed. Our sales representative also gave the customer discount as a contribution towards a new hot water heater.This discount given could be used towards the purchase of a new hot water heater. Customer satisfaction is important to us at Safe Step. If you have any further needs please reach out to us directly at ************.
  

  Customer response

  07/01/2022

   I am rejecting this response because:
  
  I was told  40 gal tank would work but it only fills up half way. So it is good for a foot bath

  Business response

  07/08/2022

  As stated in our previous response, our sales representatives explain in detail to our customers the necessary water tank size when giving the customers all of the information needed to make an informed decision on purchasing a Safe Step Walk In Tub. On this customers contract it was initialed and signed off stating the customer understood a new hot water tank may be needed. Our sales representative also gave the customer discount as a contribution towards a new hot water heater.
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The most egregious issues with this company is that they came to splice wires from their newly installed heated jet tub to a bathroom outlet. One GFI services two bathrooms. They did not pull permits. They did not have their work inspected by the city. The general contractor's license was expired when work was performed. The tub needs to be on a dedicated circuit. It is what I demanded, it was what was promised and stated as standard practice for them, and it is required by building code.The company will not return calls. The tub sits, not connected to power. Full payment has been demanded twice each time stating that the job is complete. It is not.

  Business response

  06/03/2022

  Safe Step has been working with **************** directly to address her concerns and accommodate her requests to have the tub removed. Safe Step has held a General Contractors license for the past 11 years and have been in good standing with the State of Minnesota. **************** is most important to us at Safe Step. We will do whatever is necessary to make sure *************** is satisfied.
  

  Customer response

  06/09/2022

   I am rejecting this response because:
  
  The company needs to return/relinquish my downpayment of 10K immediately. The company should not put any conditions on me for the return of my money. They have their new, unused tub back. For that initial 10K I did not receive a fully functioning tub and work done with the proper permits or inspections. 

  The company should not require me to give up any rights to hold the company accountable or preclude me from talking about what happened. 

  I want the verification of a contractor that I trust to look at how the plumbing, walls, and flooring were left after removal of the tub and know with certainty that all was done properly and won't cause me problems in the future. I lost trust with Safe Step Tubs of MN to automatically provide these things. I have contacted a contractor already. 

  The removal of the tub went smoothly. The communications to arrange for the removal of the tub were great. I wish this would have been the case when problems arose. I wanted that tub. I am totally surprised at how the company originally did its business with me. 

  I do not feel comfortable with signing the paper sent to me by the company. It appears to me that I am giving up all all of my rights to hold the company accountable in any fashion for what they did/should not have done and that I would not to be able to talk to anyone about what happened. There are two open cases with state offices. I need to be able to talk freely with them, even to help bring the cases to a close.

  I am glad that the tub is gone. Hopefully the way the plumbing, walls and floor have been left is proper. When I know this and when I get my money back, in full, without conditions, I will be satisfied with the resolution. 

   

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid ******* plus to have walk tub installed did a decent job contractor was kind of a rude guy but now a year later I need the shower head and soap dish warranted and I can't seem to get it done have been told some one will call me well now we're on week seven and still no one has contacted me so I'm trying this if this doesn't work I'm going to the attorney General for the state of ****** and see I can get this company banned from doing fraudulent business in kansas by offering a lifetime warranty and then not honoring it

  Business response

  06/08/2022

  When a service ticket is created and parts are needed we order the parts required before scheduling service. Unfortunately in this case our service technician in the customers territory was out with a broken foot which caused delays in the completion of the service ticket. As soon as our technician was back up and working we immediately scheduled and completed this service ticket. Safe Step stands behind our lifetime warranty. If any future warranty issues arise please do not hesitate to reach out to our ****************** at ************

  Customer response

  06/09/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  down payment $11,000.00 9/29/2021 The company that installed the tub did not send me a copy of the contract and we asked the ***** office to have send us a receipt and never received it. we've had to have some repairs as it did not work properly. Still waiting for more repairs on the jets in the tub. Our total **** was $22,000.00

  Business response

  05/05/2022

  Safe Step production department received a request from customer on 5/3/2022 asking for documentation of contract and receipt. This was the first request from the customer that our office had received. Our production team then sent a request to our accounting department for this information to be sent to the customer. This information was emailed to the customer today 5/5/2022.  In the future please reach out to our home office for any contract/billing information as our installation crews do have these records on hand. Our toll free number is ************. We have also been in contact with customer in regards to the warranty work that needs to be completed. Our service technician will be in touch with customer to set a date and time to complete the service on the tub.
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contract with Safe Step for a walk*in shower on 12/17/21 for $12,994 and paid a $2,000 deposit. We were informed at the time of the supply chain issues that would impact the delivery/install of our shower. We finally received a call on 2/18/22 that our shower was ready and I scheduled a date of 3/14/22 for install. As our date approached, I did not receive a call for our upcoming appointment * I thought I would get one the Friday before on 3/11. I called the install company and the customer service **** ****** * I received a call at 6:48pm from the install company. They asked me if anything was wrong and I told them that I just wanted to confirm that they were coming on 3/14. The woman on the phone then told me that had staffing issues and would need to reschedule. I did not have a problem with this so we rescheduled for 3/19 and that they would arrive between 7*9am. I was told to assume that the installers were coming if I did not get a reminder call ahead. The morning of 3/19 came and went with no installer to be seen. I made calls to the installer, to ****** and to our sales rep **** This was very frustrating as we prepared from the installers to arrive and they were a no*show. I finally received a call from the installer around 1:30pm asking if they could come over to start tearing apart our bathroom and that they would have to return on a Sunday and/or possible on Monday to complete. We had already went on about our day so that was no longer an option. I told to call back with their next availability. ****** called and we rescheduled for 4/4. They came on this date (no call ahead) and then we were told we had a plumbing issue to deal with. We had that fixed on 4/6 and called the installer on 4/6 to reschedule...no response...called ****** on 4/11 and was told the installer would call...still nothing. At this point I would like our $2,000 deposit to be returned for poor customer service and STILL no shower after 4 months.

  Business response

  05/05/2022

  Safe Step works hard to provide excellent customer service.We as a ********************** do everything to ensure there are no delays for customer installations.  Because of our strong customer service concerns we continuously strive to make it right for the customer.  Safe Step has been working directly with the customer to schedule an installation date that works for them. Installation date has been set for next week and the customer has confirmed this date and is ready to move forward.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************************* price ****** Promised to take care of problems for as long I owned tub.Tub has proven to be a real lemon been here for same problem 7 times an still not fixed.been waiting 4 weeks with no one showing to repair again This is the second time I am contacting BBB for help

  Business response

  05/09/2022

  ************ does have a lifetime warranty on his Safe Step Walk In Tub. At every point we have honored his warranty. When ************ called in for warranty work we ordered the parts needed to fix his problem. As soon as the parts arrived to our service technician we reached out to ************ to service his tub. This service has been completed and signed off on by ***********.
  

  Customer response

  05/10/2022

   I am rejecting this response because:
  this is a very poor company, should not have to redo repair for same problem 6 times. still feel they can take this lemon of a tub out and refund purchase price
  
  

  Business response

  05/16/2022

  As stated in our previous response ************ has a lifetime warranty on his tub that he has owned for 5 years. Every service call has been addressed and fixed at no cost to this customer as stated in Mr. ***** lifetime warranty. Safe Step stands 100% behind our product. That is why we offer a lifetime warranty with all of our products. As stated in previous communications with ************ if he has any more problems or needs additional service he needs to contact ************.
  

  Customer response

  05/26/2022

   I am rejecting this response because: there have been to many complaints for same problem, time to get repairs done are not done in timely manner.
  
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My reason for filing this complaint is because after numerous of attempts to contact representatives of SafeSteps Walk-in tubs co.,my attempts has been futile.On the date of Nov.13-2021,SafeStep safety consultant Chris ***** began negotiating a transaction for me to purchase a walk-in tub.He went through the process of taking measurements of my bathroom and the area where the tub would be installed.After he completed his measurements I asked him was the area and space sufficient for the tub's installation.He told me that it was,but that an adjustment with the existing tub's plumbing would have to be reversed,and that this was the only problem.We then began to discuss the cost.With the inclusion of the plumbing adjustment he arrived at a cost of $16000.00,which could be financed by a company he deals with GreenSky( R)Program,P O Box 29429,Atlanta,GA 30359. Customer Service #855-809-1889.After this was agreed,we discussed and agreed upon a downpayment of $3000.00.Mr. ***** then informed me that it would take 6 to 8 weeks for the tub to be ordered and installed.On Jan.3-2022 the workers arrived with the tub to install it.After they took measurements,the installer immediately determined that the space was insufficent for proper installation.He determined that the tub's high wall would be too close to the toilet which was only a three inch space between the existing tub's wall and the toilet.He also explained that if he installed the walk-in tub with such limited space,when I would sit on the toilet that my shoulder and my lower body parts would be pressed against the walk-in tub wall.Before I agreed to this project I asked Mr. ***** 2 or 3 times would there be enough space for this installation, and his response was yes.I then decided to cancel the project,and that I would request a refund of my downpayment.I attempted to contact SafeStep to began to began the refund process.But since my initial contact without positive results,my further calls has been ignored.HELP!!!!

  Business response

  01/18/2022

  Once we were made aware of the cancellation request by the customer Safe Step initiated the refund process. A full refund was given back to the customer. The customer’s request was never ignored, there is a process to be followed for refunds. Customer satisfaction is very important to us at Safe Step and we apologize that Ms. Davis felt ignored.
  

  Customer response

  01/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16457723, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The tub was purchased on May 10, 2021 for a purchase price of $17,250. The tub was installed on June 30, 2021. There has been a leak through the door seal basically since then. Therefore, it prevents use of the tub as a bathtub. When using on October 10th the water ran out the bottom of the door. On October 15th when going to fill for cleaning there was about a 4 inch stream running out the bottom of the door. I called Customer service number October 15 or 18 and was told the service person would contact us. To date, no one has called us back. We would like some timely response for repair of the problem to enable full usage of the tub.

  Business response

  12/01/2021

  After receiving this complaint we immediately had our Vice President of Production to reach out to this customer. He was able to determine the cause of the leak and order the appropriate parts needed. Once the part arrived our Vice President of Production drove to Wisconsin from our home office in Minnesota and replaced the door himself. The customer is happy and satisfied with the service provided. As always our Safe Step Tubs have a lifetime warranty. Please reach out to our service department at 855-848-5664 in the future if any other issues arise.
  

  Customer response

  12/01/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16111169, and find that this resolution is satisfactory to me.

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