ComplaintsforSafe Step Walk-In Tub

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Safe Step Tub and was told by their salesman that it has a LIVE TIME WARRANTY. Now I find that it doesn't. I was recently told by a repair person who called and said the dirt/sand in the water is an ongoing problem with the Safe Step Tub. He said that he would be okay coming over and telling me how to fix this problem but if he has to touch the tub it will be hundreds of additional money. He said that the tub needs to be taken apart (by me) and all the (tubes) be cleaned out. He said that is the problem with the safe step tubs they all do the sand/dirt buildup in the tubes and it is the buyers problem to take the tube apart and clean out the tubes and that it has to be done over and over and over. It is a recurring problem. And that was not mentioned at all at the time I bought the tub. I am one a tub specialist and I do not know how to take the tub apart and put back together again. I wouldn't have purchased the tub if I knew that their warranty is NO GOOD AT ALL. and that I am responsible for repairing the tub myself.

  

  Business response

  04/12/2024

  We have made multiple attempts to schedule a service call for this customer. A number of our calls have not been returned. On more than one occasion, customer has cancelled a scheduled appointment. Until we inspect the walk-in tub, we will not know what is wrong. The conversation customer is referring to occurred approximately ********************************************************************************* actuality, customer was simply informed that if the tubs problems were caused by inadequate cleaning, they would not be covered by her warranty. This information is clearly set forth in customers owners manual. At no time have we not fulfilled the provisions of her warranty, and until she agrees to a service call appointment and does not cancel, we will not know the cause of her complaints.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In fall of ********************************************************************************** shower. After heavy pressure, we ordered an $11000.00 shower to be installed in November 2023. We gave a $6000.00 cash deposit. After several installation delays on their part, we suffered a financial setback and cancelled the sale in early January 2024. We were advised the refund would be made within 4 to 6 weeks. It has been 3 months and we called every other week but are unable to make any contact, other to leave messages. We are promised a call back, but have heard nothing. We cannot afford to lose $6000.00 and hope the BBB can help us

  

  Business response

  04/08/2024

  We were sorry to hear that customer cancelled their contract.Our notes reflect that customer signed a contract on November 2, 2023. One installation date was reset to December 20th. Customer then called and asked to reschedule the installation until after the holidays. At that point, the installation was scheduled for January 5th. While we never received a Notice of Cancellation, on January 2nd, customer called to cancel the January 5th installation. Customer was informed that the down payment would be returned minus our costs incurred or we could reschedule for a later date. Based on the complaint, it appears that customer does not want to reschedule. Consequently,we have ordered that a refund check be sent to customer for the down payment minus our costs incurred.

  Customer response

  04/10/2024

   
  Complaint: 21517555
  
  I am rejecting this response because:

  Safe Step has not notified me of what 'costs' they are deducting from my $6000.00 deposit. I will decide to accept or reject this settlement  when I am aware what amount I am being refunded.

  
  Sincerely,
  
  ***********************

  Customer response

  04/23/2024

  To this date, April 23, 2024, we have heard nothing from Safe Step and have not received any refund. On April 10, 2024,  the message was we would received a refund,, less the unspecified costs, which they would not say the amount. Safe Step has had my $6000.00 since November 2, 2023. I am tired of the lack of communication and not knowing how much of my money they intend to keep.

  

  Business response

  04/25/2024

  We apologize if there was any miscommunication with this customer. Their refund check in the amount of $5,150.00 has been processed.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Walk in Tub install on Sept 27/2023. On Dec 5, 2023 pump on tub stop working. Lifetime warranty on tub but company will not come to fixed.

  

  Business response

  03/18/2024

  We apologize to customer for the delay in performing this service call and any inconvenience caused by the delay. The service visit is scheduled for today and we hope to have all issues resolved at that time.

  Customer response

  03/19/2024

  The repair person turn the water off for the toilet since he thought he would have to take the toilet out to do the repairs to the tub.  The tub pump got fixe yesterday but now the pipe sticking out of the toilet is leaking since it was turn back on by the repair person.  I contacted the repair person twice this morning to advise him the pipe sticking out of the wall to turn water on and off is dripping much faster now. Suppose to call me back after the first times and hasnt?  They are saying my toilet is old and would have needed to be changed.  Not my fault since its was NOT DRIPPING before.  This has turn out to be an awful company to deal with.  They get you signed up and any problems you need to keep after them.  I thought company are suppose to leave your place in the same way that they found it.

   

  Customer response

  03/20/2024

   
  Complaint: 21418135
  
  I am rejecting this response because:
  
  The repair person turn the water off for the toilet since he thought he would have to take the toilet out to do the repairs to the tub.  The tub pump got fixe yesterday but now the pipe sticking out of the toilet is leaking since it was turn back on by the repair person.  I contacted the repair person twice this morning to advise him the pipe sticking out of the wall to turn water on and off is dripping much faster now. Suppose to call me back after the first times and hasnt?  They are saying my toilet is old and would have needed to be changed.  Not my fault since its was NOT DRIPPING before.  This has turn out to be an awful company to deal with.  They get you signed up and any problems you need to keep after them.  I thought company are suppose to leave your place in the same way that they found it.

  

  Business response

  03/20/2024

  We have spoken to the customer earlier today and have resolved this issue. She is encouraged to contact our office if she has any additional issues.

  Customer response

  03/21/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested that Safe Step of *********, ** repair my $25,000 walk in tub. They somehow hooked into the earth and I still only get muddy water. I requested this a little over a year ago. To honor their life time warranty. I was told that they would send someone out but the minute the repair person stepped into my home it would be $300. and up from there if any repairs had to be made. As I said before I only had approximately 4 or 5 baths and I think that a $25,000 tub should allow more use than that. The woman I talked with at Safe Step say just nasty. She said it could cost up to $2,500 and possibly more according to what was found. . I explained that the tub is the only thing that gives muddy water in my bathroom. Shower, sink, toilet all have clean water. I would like them to repair what they messed up. And ***************** has offered to send someone out

  

  Business response

  03/18/2024

  We respectfully disagree with the statements made in this customers complaint. The walk-in tub was installed on May 27, 2021. We never received a complaint until January 10, 2023, over 31 months later. Consequently,we have no explanation for why customer would have used the tub only 4 or 5 times for an issue that did not arise until 2 and a half years after installation. Customer is mistaken as to the price of her walk-in tub and what she was told regarding the service call. Customer was informed that if the issues complained of were not caused by the walk-in tub, there would be a labor charge. Our service technician called customer several times and even stopped by her house in an attempt to complete the service call. Unfortunately, none of his calls were returned. We will once again enter a service ticket and attempt to schedule a service call. 

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ************** Is the phone number. ** have been unable to get somebody to fix the multiple problems with this tub. I was not told it would take all he hot water in my tank to fill it and that my water heater was too small. The tub keeps breaking in different areas. Now I am unable to shut off the water and have an open house tomorrow as I am handicap and unable to care for myself. I was told the tub would help me. I can't even get in it without assistance from a caregiver.

  

  Business response

  03/30/2024

  We were surprised to receive this complaint as we were just at the customer's residence on February 25th for a service call. Since that time, we have not received any requests for service. We also spoke to customer on March 12th when she stated that she now needed a shower. No service requests were made at that time. We will contact customer to determine if there are any service issues that she failed to mention during our last telephone call.

  Customer response

  04/05/2024

  Thank you for your help.  The gentleman who sold me the tub could see I am in a wheelchair and handicapped.  They did send me a quote to add a shower but it was thousand of dollars and I'd still have the problem with the door configuration. I have to have a caregiver just to have a shower.  I've put the house up for sale because I was told by my realtor that everybody who looks at the house wants the tub removed as they do not like them.  That will be thousands of dollars not to mention the $24,000 I was charged for the tub.  The manager has called me and I've not connected with him yet.  Thank you for your help.

  Customer response

  04/05/2024

  The manager called me and you can. close the case. He was very helpful.  Thank you.  ************************

  Customer response

  04/05/2024

   
  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.
  
  The manager called me and you can. close the case. He was very helpful.  Thank you.  ************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called this company several times one day about 1-2 months ago. All I wanted to get was a range in price of their tubs (excluding installation). Each representative refused to answer this request. I will admit I got heated asking this question over and over ( I dont recall if I cursed but I doubt it?). I dont recall how the calls ended but some of the reps may have hung up on me. AFTER THIS I HAVE CALLED MULTIPLE NUMBERS THEY HAVE AND IT IS ******* CLEAR THAT THEY BLOCKED MY NUMBER FROM THEIR PHONE SYSTEM. WOW! I tried to circumvent their phone number by doing a chat on their website today. I explained my story. The rep apologized and asked for my name and email. I gave him my name and phone #. I asked for a supervisor to call me to discuss this, not email. The rep said our team will contact you. I asked what is the longest I should expect to wait. He replied what was already said then the abruptly ended session. I went back to chat again with a similar back and forth. At least these two reps ***** hang upon me. All I want is a price range of their tubs and this is what Ive gone through so far. I believe this is a fair and reasonable question to ask!I have a suggestion since I worked in middle management for 27 years in a call center. Have them read the chats and allow you to listen to the phone calls, if possible.

  

  Business response

  02/28/2024

  We did receive a number of calls from complainant in November. Complainant did curse at one of our customer service representatives and then hung up on the representative. We have explained in detail our procedures for providing pricing after we have reviewed the bathroom to determine if one of our products can be installed, and what work is required. We regret that complainant does not agree with our procedures.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband bought my safe step walk in tub between 9 and 10 years ago. I have had different issues with the tub which were fixed. Now I need a repair on the tub the shower ******** is broken and when you pull it up to change the water flow to the shower hand held spray it pulls out of the faucet. I called the number for safe step asked to put in the repair order to order the parts. Was told it would be like 10 business days to get parts and someone would call or text me to set up an appointment. That was the 11th of January. Never heard anything I called the end of January found out my parts had been in a while and I said no tec person had called to set an appointment. Was told they would email the tech. So now February 8 still not heard anything to even set an appointment. Was asked if my husband was still living in the home for the appointment I said if possible then yes was told he needs to be available because he the owner of the tub and he needs to sign the paperwork. I said as long as my husband not at work when the tech can come he be here. I said I live here and we're married why would that make a difference in setting appointment with a tech. Never have yet to get a call to even set an appointment. It's February 8th I like an appointment to be set.

  

  Business response

  02/09/2024

  We apologize for the delay in completing this service call and any inconvenience incurred because of this delay. A part had to be ordered and has been received. We are scheduled to complete the service call this coming Tuesday.

  Customer response

  02/12/2024

  yes a time and date was set by the technician but i do want to make sure the repair gets done before i close this case

   

  Customer response

  02/13/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the walk in tub on September 13, ***** and was installed a couple of weeks later. The representative was *****************************. We were told that the tub has a lifetime warranty for all work done and if anything need fixed or addressed we can call and have service come out and fix it. There is a "shelf" put in between the wall and tub but this is not a shelf. It sits below the tub and collects water. The installers took less than half of the time it should have to install the tub and tried to leave the job unfinished. The calking was very hastily done (one of the sloppiest jobs I have seen). It was even on parts of the tub like the seat that I had to really scrub to get it off. A piece fell of the tub mid January 2024 and I called to have them come out and fix it and address the "shelf". They did not show up or call for the January 27th appointment. The next day on the 28th a service man called to let me know that they were 45 min out but I told him that the appointment was for the day before and no one was at home but at church. He said that the team was on the other side of ******** on the 27th. I have been calling every few days since then . I have been told I will receive a call within the next ***** hours and nothing. When customer service read the notes to me from the service men it said that the service men did call and show up but no one answered the call or the door, this was a lie, we were home on the 27th and I even gave them an extra hour before calling to let the company know that the service men were a no show. This tub cost $22,000 and is a necessity for my elderly parents. Please I need help resolving this expensive problem.

  

  Business response

  02/17/2024

  We apologize for the delay in completing this service call and any inconvenience incurred because of the delay. It is our goal to have all service issues resolved for this customer in the very near future. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My walk-in tub flooded my bathroom causing damage to my walls, kitchen ceiling and my son's room.

  

  Business response

  01/31/2024

  We apologize for the delay in resolving this claim. We have attempted to speak to the manager of the water mitigation company that had been retained to handle this claim. Unfortunately, those efforts have been unsuccessful. We have spoken to the customer to get more details on her claim. We will now be gathering estimates to resolve this claim as soon as possible.

  Customer response

  02/20/2024

  BBB,

  My name is ***********************, and my walk-in-tub complaint is still not resolved. I was contacted by someone from SafeStep on the 29th or 30th of January 2024, "vowing to take care of the issues". As of today, I have not heard anything else from anyone. My tub is fixed and currently does not leak but the damage from the tub leaking on 1 Sept 2023 has not been repaired. My kitchen ceiling has water damage from the water coming through the ceiling and dripping onto the kitchen floor. My son's room is next to the bathroom, there is damage to my son's carpet and his walls in his room. Also, a bookcase that was in my son's room was destroyed. Mold has grown in his carpet and walls from the flooding. My son is 9 yrs old and has special needs. Currently, I do not want him sleeping in his room because of the mold. I started talking to someone at SafeStep with my complaint on 1 September 2023 and last spoke to someone on the 29th or 30th of January 2024. I want my walls, carpet and the mold issue fixed as soon as possible. I am also a disabled veteran with limited mobility. If there is any more information that is needed, please contact me by phone ************** or email ********************** Thank you for any and all assistance for this problem.

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

   

  Customer response

  02/21/2024

  BBB,

  My name is ***********************, and my walk-in-tub complaint is still not resolved. I was contacted by someone from SafeStep on the 29th or 30th of January 2024, "vowing to take care of the issues". As of today, I have not heard anything else from anyone. My tub is fixed and currently does not leak but the damage from the tub leaking on 1 Sept 2023 has not been repaired. My kitchen ceiling has water damage from the water coming through the ceiling and dripping onto the kitchen floor. My son's room is next to the bathroom, there is damage to my son's carpet and his walls in his room. Also, a bookcase that was in my son's room was destroyed. Mold has grown in his carpet and walls from the flooding. My son is 9 yrs old and has special needs. Currently, I do not want him sleeping in his room because of the mold. I started talking to someone at SafeStep with my complaint on 1 September 2023 and last spoke to someone on the 29th or 30th of January 2024. I want my walls, carpet and the mold issue fixed as soon as possible. I am also a disabled veteran with limited mobility. If there is any more information that is needed, please contact me by phone ************** or email ********************** Thank you for any and all assistance for this problem.

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

  

  Business response

  03/04/2024

  We have spoken to ************** and apologized for the delay in concluding her water mitigation claim. We are waiting on an estimate and hope to expedite closure once the estimate is obtained. 

  Customer response

  03/05/2024

  Thank you for all your assistance. SafeStep has contacted me and instructed me to get estimates from restoration companies. Decide which company that I choose and send them the paperwork for repair. I have taken pictures of the damage and sent them to SafeStep. So far only one company has responded to my request, ***********************. I'm waiting on the report. Thank you again for all your help and support.

   

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Safe Step Walk-In tub on 9.28.23 (Contract #*****) through salesman ********************* *************). It was installed on 10.10.23 by ********************* of ****************************** (Customer #*******. The installer (****) came back in October to adjust the door, as I could not close it. As a result, the tub door now leaks. I believe the installer may have shaved too much off a small plastic part to close the door, which might be the cause of the leak. However, the company had a new door shipped directly to me, which was received on 11.22.23. After contacting the ****************** at ************** on 11.27.23, 12.5.23, 12.11.23, and 12.19.23, each time speaking with ****** and being promised that the installer (***) would call to set up a date/time to replace the door, the installer never called. After trying a final time to call the ***** number on 12.21.23, I received a call-back from ************** and spoke to ****, who said she could not locate my information (searched by name, address, phone) in the computer, and even asked me if the tub said "Safe Step" on it. (Really? I have been nothing but patient and nice, and I do not deserve that). After being cut off, I called back and spoke to ****, who assured me that that a supervisor was being informed, and they would call me that day or the next; however, they didn't call either. I am not calling them again; I just want my tub fixed so I can use it. Thank you.

  

  Business response

  01/12/2024

  We apologize for the delay in completing this service call and any inconvenience the customer experienced because of this delay. We have contacted the customer and scheduled a service call for today. We hope to have all service issues completed today. We will follow up with the service technician upon completion of the work to ensure that everything is working properly.

  Customer response

  01/18/2024

  The SafeStep contractor, ***, installed the new door on 01.12.24 and ensured it does not leak. I am satisfied with this result. Thank you so very much!

  Customer response

  01/18/2024

  The SafeStep contractor, ***, installed the new door on 01.12.24 and ensured it does not leak. I am satisfied with this result. Thank you so very much!

*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. ↩