Complaints

This profile includes complaints for Safe Step Walk-In Tub's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safe Step Walk-In Tub

  520 Royal Pkwy Ste.100 Nashville, TN 37214-3793

  
• 

  Jacuzzi Bath Remodel of Twin Cities

  7300 Washignton Ave Eden Prairie, MN 55344

• 

  Jacuzzi Bath Remodel of Twin Cities

  7300 Washignton Ave Eden Prairie, MN 55344

• 

  Safe Step Walk-In Tub CO

  Colorado Springs, CO 80921

• 

  Safe Step Walk-In Tub CO

  Colorado Springs, CO 80921

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:04/28/2025

  Type:Service or Repair 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.

  I signed a contract with safe step walk in tubs on February 15, 2025. In my contract under special instructions the *** put in the contract, Customer needs to feel comfortable sitting in the tub. Please do a dry fit prior to installation. If she does not feel comfortable in the tub, she can cancel and SS will refund deposit in full. The installers came on March 7 to do the install. I sat in the tub and did not like it so the installation was canceled. I received a letter from safe step stating they were deducting $1618.20 from my deposit of $4000.00. I have 5 phone calls into customer service. No one ever answers the phone. Ive left messages and they are never returned.

  

  Business Response

  Date: 04/29/2025

  We apologize for the delay in refunding customer's down payment. We will contact her today to update her on the status of the full refund.

  Customer Answer

  Date: 04/29/2025

   
  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

  Date:04/10/2025

  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 have had 3 different problems with my tub since it was installed less than a year ago. First the door handle broke and I could not use the tub until a service tech came to fix it. Then the caulking around the tub failed, allowing water to seep into the space under the tub. I am concerned there may be black mold in the floor under the tub. When the tub was installed, the service person put a ridge on the tub that acts as a dam which holds water on top of the caulk and does not allow it to drain into the tub. The second service person commented on this and said he would not have installed it with such a ridge. Finally, the shower is set up so that it sprays all over the shelf at the top end of the tub and runs down to the floor. The company sent a service mechanic to my home, and the handle was fixed. They later sent another service person and he re-caulked the tub. He also put a piece of moulding on the shelf to stop the leaking, but some water is still splashing from the shower. The second service tech recommended that I have a glass door installed as the only way to really stop the water splashing out of the tub. When I asked the service manager, *****, if he would authorize this, he denied it. I am really a disappointed customer. I am not one who takes bad service without making a noise about it, especially when we are talking about $28,617.00 out of my pocket. I asked the Service Manager if he would investigate this for me and see if this glass door can be approved. The service manager, *****, finally got back to me with an estimate of $1500 out of my pocket, to pay to have the door installed. I do not recommend Safe Step Walk in Tub, which is a division of ***************.

  

  Business Response

  Date: 04/21/2025

  We were sorry to learn that this customer was not completely satisfied with her Safe Step walk-in tub. We were pleased to see that we had successful service calls to address her initial issues, and we are communicating with her to resolve her remaining complaint.

• Initial Complaint

  Date:04/07/2025

  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.

  Hello, after initial demonstration of the Safe step tub, and considering buying the tub, my husband I agreed that the interest we were being charged was too much and declined to purchase safe step tub, we asked for our refund and no one has responded I left several messages to Managers, as well as **** ********

  

  Business Response

  Date: 04/16/2025

  We were sorry to learn that customer wished to cancel their contract. We have left several voicemails and sent an email to the customer regarding the return of their down payment.

• Initial Complaint

  Date:03/28/2025

  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.

  December 2024 my bathroom was having water coming up through floor boards which affected even sub floor. The flooring had to be replaced at cost of $4084 for materials and labor,There was found water dripping from waterline which they replaced . Also the door of the tub needed fixing. They sent me a part which I asked them to install as I was unable. I am 83 years old my husband is 84. I sent them pictures invoices receipts and they said were sending it to risk management. **************** ***** *****, said never got a claim number. After multiple calls nothing was done. I felt they would adorn. The cost the damage that was done through no fault of ours.The door still is a problem as none of us are strong enough to close it and put the handle down For 3 months now we havent been able to use our tub.Please help me to get financial assistance.

  

  Business Response

  Date: 04/04/2025

  We are pleased to report that a service call was completed and the walk-in tub is now fully operational with no leaks. We did subsequently receive a call from customer regarding the door handle and we will schedule a second service visit to review their concerns. 

• Initial Complaint

  Date:03/28/2025

  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.

  In the text that follows I want to outline our experience to date with the purchase, installation and use (in our case lack of use) of our SafeStep Walk-in Tub. We have yet to use this because we are unable to supply it with enough HOT water before the tub is filled.Purchased the Safe-Step Microsoothe Jetted Tub on 1/15/2025 at a total cost of $23,000. It was installed on 2/19/2025 and used for showers ONLY. It has NOT been used as a spa for reasons that I will explain. Our experience to date with the purchase, installation and use (in our case lack of use) of our SafeStep Walk-in Tub/Shower is the lack of sufficient hot water to fill the tub.We got the thumbs up to proceed. We took him at his word that this would work given what he saw. Well all was not as it seems. I attempted my first spa experience, got in and started the fill. So far so good until the hot water reached my knees. It then turned COLD. I obviously had much more water to go before it was filled. I thought maybe the Water Heater may not be up to temperature. The next morning my wife was up for the experience. She repeated the steps from the previous day. The same results, hot water up to her knees before turning cold. It was at this point that I realized RED FLAG. 50 gallon Water Heater was not enough.Did a little research and found the following;1). According to Safe-Step 85 gallons of water is required to fill an empty tub.2). According to Safe-Step ***** gallons of water is when occupied to fill the tub.3). My calculations; My body weight will displace approximately 10 gallons of water.4). Thus; 85 gallons minus 10 gallons equals 75 gallons of water needed to fill the tub up to my chin. (approx.) 5). Our 50 Gallon Water Heater will supply 45 gallons of hot water according to Spec.6). Thus; 75 gallons needed minus 45 gallons available equal 30 gallons SHORT Conclusion: A 50 gallon Water Heater most likely would NOT suffice.

  

  Business Response

  Date: 04/04/2025

  We were sorry to hear that this customer is not completely satisfied with their walk-in tub. We have left voicemails on the two telephone numbers provided to discuss their complaint and the contract provisions which address customer's responsibility for providing adequate hot water for the walk-in tub and that customer was advised that they may need to upgrade their current water heater.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23130459
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/07/2025

  ALERT ALERT ALERT To all homeowners who are considering having a 
  Safe - Step Walk-In Tub/Shower installed in your home.  The text that follows outlines the problems we experienced with FILLING the tub with sufficient hot water.
  
  
  According to Safe-Step, a full tub (by full I expect water above the top jets) will hold around 85 gallons of hot water. After you subtract your body weight for the displaced water (in my case it calculates to 10 gallons of displaced water), the amount of water needed to be at my chin is 75 gallons. Our current water heater is rated at 50 gallons and has a capacity to deliver 45 gallons of hot water.  Thus; we are SHORT by 30 gallons at best (75 gallons minus 45 gallons).
  
  
  The conclusion in this scenario being; If you, as the customer, are told by your sales person that your 50 gallon hot water is adequate for your new tub, they are WRONG!  YOU HAVE BEEN DECEIVED.
  
  
  The questions you need to ask yourself might be;
  #1).  Do I call off the deal before I commit?
  
  
  #2).  Do I commit to spending an additional sum of money to upgrade my water heater? This could amount to at least another $4000. We have received ZERO response from ANYONE at Safe -Step (except for our salesperson who cant even get his superiors to respond to him). It is left in our hands to get the correct phone numbers to call to actually speak to a person. Still working on this 2 months later.
  
  
  We certainly hope that others out there do not fall into the same trap as we did.

  

  Business Response

  Date: 04/18/2025

  We have spoken to this customer as recently as yesterday and believe we are on our way to reaching an amicable resolution of all issues.

• Initial Complaint

  Date:03/25/2025

  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.

  On 8--15-24 Ordered Walk in tub. Safe Step installed walk in tub for my husband who had knee problems; it had to be removed and wheelchair accessible shower installed (ordered 2-6-250 since my husband fell and became bedridden. Initially he kept telling me he was giving discount for the tub; said they gave discounts to MDs and EMTs; charged $26,437.00 for tub, $29,133.57 with tax. We paid in full.Tub removed; shower installed Shower charged $12,566.00, $13,847.73 with tax. We paid $2500 deposit. Shower had floor leakage; floor reinstalled. ******** said he would give a $3000-$4000 rebate for tub; later offered document for a $26,000 charitable donation. (Said he would give tub to some old lady.Would not pick up tub unless paid today (March 25) he would take legal action., Please advise,Thank you,***** ******* ************ ************************************************** I paid $2500 deposit, Form asked disputed amount but final showed what paid (Please note $2,500 paid, not $13,847.73 which is the charge

  

  Business Response

  Date: 04/03/2025

  We continue to be in correspondence with the customer as we attempt to reach an amicable resolution of her complaints.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23115582
  
  I am rejecting this response because:

  This is the receipt for the tub for which the salesman offered a document of donation for $26,000 a payment of  or $3,000 or$4,000 

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

  

  Business Response

  Date: 04/17/2025

  We have been in communication with this customer, including an email sent yesterday, in an attempt to resolve this matter.

• Initial Complaint

  Date:03/25/2025

  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 have been trying to get my tube repaired for a couple of months and all I hear is we are trying but never hear anything unless I call them all I want is my tube repaired can you call them and light a fire under them the number is ************ would appreciate any help you can give me thank you

  

  Business Response

  Date: 04/04/2025

  We apologize to the customer for the delay they have experienced in having this service call completed. We did encounter an unexpected delay related to the ordering of parts. We will be calling the customer today to schedule the service call.

  Customer Answer

  Date: 04/04/2025

  We are on 4 months of waiting and we have heard this response so many times or ears hurt when we here it if we get a reasonable response and a reasonable fix date we will withdraw the complaint we are both handicapped and we need the tube 

• Initial Complaint

  Date:03/19/2025

  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.

  Shower faucet is not working correctly technician was not able to repair correctly tub & faucet come with a lifetime warranty and they are not wanting to to repair or replace the faucet they are a fraudulent company

  

  Business Response

  Date: 03/29/2025

  We spoke to customer last week and apologized for the delay incurred in the shipment of a necessary part to complete the service call. We also advised customer of the expected timeframe for completion. We apologize for customer's inconvenience.

• Initial Complaint

  Date:03/16/2025

  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.

  Around March 2019, my mother purchased a Safe Step walk in tub for $16,500. The salesman communicated to use that the tub had a life time warranty. Unfortunately, the life time warranty was the life time of my mother you passed away a year and a half ago. I still reside in the home and currently reached out to Safe Step because the tub leaks water when trying to take a bath. I was informed since my mother passed away I would need to pay $400 for a service call. My complaint is Safe Step is taking advantage of Senior Citizens which is just down right wrong. That life warranty is technically based on the life of the purchaser which as I stated is not being fully explained to individuals. Had I known this information I would have put the tub in my name or even my younger sibling who actually paid for the tub. I believe something should be done to acquire Safe Step to fully explain the life time warranty being on the purchaser and not the tub. I have never heard of nothing more ridiculous. They are ripping off the elderly and that is abuse.

  

  Business Response

  Date: 03/29/2025

  We have located this customer as the contract was not in the name of the person filing the complaint and will contact the complainant. 

• Initial Complaint

  Date:03/05/2025

  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.

  Purchased Safe Step for my disabled son, wheelchair bound and non-ambulatory.The safe Step tub was service last year for same problem. The drain k*** and drain stopper was NOT opening or closing.Then, this weekend, drain k*** and drain stopper didnt open to drain the waterTOTAL malfunction and did not open to drain 55 gallons water.The tub is 4 ft deep and could not open tub door due to MASSIVE flooding.I had to climb into 4 ft tub from chair and jump into tub, in order to pry open the seal drain stopper ( during monthly maintenance cleaning)I called ************ today, 3/3/25 to arrange for service repair. I told ***** hrs wait before service **** return call to arrange for repair.Fortunately , my disabled son was NOT in tub Saturday, March 1 2025, tub only fits 1 person.Ask about ***************** repair, if person is trapped in tub, would Safe Step provide help!I told Safe Step call center **** that I would need to get a bucket and pail to get water out. But tub is 4 ft deep and would not be able to fit in tub with my disable son if he was trapped in 55 gallon tub of water.First, I requesting help for immediate attention for repair service from Step Step. Secondly, Also, resolution for EMGERGENCY service if my son was NEVER trapped in tub and drain k*** or drain Stopper failed.Third, install new Safe Step tub because of this vital pair that keeps failing