ComplaintsforSafe Step Walk-In Tub

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Installation of shower door was done properly causing cuts to my wife's arms and back.also door is out of line and does not close properly. We have been calling safe step since Installation on September 23 and have received no follow-up.

  

  Business response

  12/18/2023

  We apologize to customer for the delay in completing this service call and for any inconvenience incurred because of the delay. We reassigned the service ticket to another technician and a service call was performed today. During the service call, it was determined that a part needed to be ordered. We will expedite to the extent possible the part ordering and final completion of the service call. We will also keep customer apprised of the progress of this completion.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******** came to my house, gave us the pitch for a walk in tub. We handed him a $1000 check that has been cashed on 6 Nov. 2023. We were notified thru the mail that we were not appoved. Called about a refund, was told 7 to 10 days, called after that was told the person responsible for refunds quit, and it would take another 7 to 10 days. Today Dec. 1 they are still holding my $1000 deposit. No one ever answers a phone or calls me back.

  

  Business response

  12/04/2023

  We apologize for the delay in returning the refund check for the down payment and any inconvenience incurred by customer because of this delay. The refund check was processed in November and we have spoken to customer to explain the timeline for return.

  Customer response

  12/07/2023

   
  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

  11/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have contacted safe step walk in tub over the past month approximately 4 to 5 times to have my tub repaired. The tub is not draining correctly, very slowly. I have yet to hear from their technician. I have had another company come out to make sure there is not a clog in our drain line and there was not and they suggested the tub be *************** step has stated to me that the tub cannot be repaired unless it is their own technician or the warranty is voided. I have contacted safe step over the past month without a call back from their technician to get the tub fixed. I am hoping to have my tub repaired in a timely manner.

  

  Business response

  11/21/2023

  We have contacted customer and scheduled a service call to address their concerns. We apologize for the delay incurred in scheduling the service visit.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 19 a SafeStep sales person came to my home to go over options of turning my tub to shower options and provide quotes. After a few hours I signed a contract to have work done although I wasnt 100 percent positive I liked the product. After thinking about it overnight I cancelled the contract which I was allowed to do as I had to notify the company by midnight on the third day which was October 23. The notice said that paperwork had to be postmarked before then . I sent cancellation notice in October 20th and it was received on Monday by noon. My deposit had already been deposited and Ive been waiting to get my ***** dollars refunded back which the cancellation notice clearly states will be given back when they receive notice of cancellation. Its been now 10 days and when I try any of the numbers I cannot speak to a live person. Online its also the same message that someone will call me back. I want to verify that they are working on getting my deposit back as soon as possible considering it took them 12 hours to cash my check. *** reached out to the sales person and he said it may take two weeks. I would just like to speak to someone there to find out when I can expect my deposit refund.

  

  Business response

  11/02/2023

  Customer's refund has been processed and should be received in the near future. We encourage customer to contact us if there is a delay. We had not received any concerns from customer over the refund until we received this complaint.

  Customer response

  11/04/2023

   
  Complaint: 20792090
  
  I am rejecting this response because:
  It is now 2 and a half weeks and I have still not received my ***** dollars deposit. You say it was processed and that I will receive it sometime in the future. I expect to receive my refund deposit as soon as possible. My check was cashed within 24 hours. 
  Sincerely,
  
  *************************

  

  Business response

  11/07/2023

  A picture of customer's refund check has been emailed to her.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The people they originally contracted to build the shelves around the tub, made it very poorly I called and they said don't worry it is under warranty. Had ****** call me and request pictures. I sent them and he came to my house to look at everything. He said yes that it needed repaired. He sent the pictures to the original ones who did it and that person quit. So he told me that he had another customer in Nebraska, so he would try and get us on the same day. So we set a date but then the gentleman in Nebraska couldn't do it so he cancelled on me as well. He asked if the Friday would be okay but I told him no, maybe next Friday. Then I heard nothing from them until I texted on 10/7. He told me that he would get with me for scheduling on Monday. Monday passed and didn't hear anything again. On 10/12/23 I told him husband said to contact them with their last chance. The guy told me that someone out of ****** was supposed to be doing it now. I told him that they haven't contacted me. He said he was going to call them and have them to call me. Still haven't heard from anyone. This has been going on since August 2023

  

  Business response

  10/31/2023

  We apologize for the delay in completing this service and any inconvenience incurred by Customer because of this delay. We have spoken to Customer and scheduled a service call to resolve all outstanding issues.

  Customer response

  11/06/2023

  I would like a little more time to respond to this message as they were doing the same thing before.

  Customer response

  11/09/2023

   
  Complaint: 20782132
  
  I am rejecting this response because:they set up an appointment for November 9th 2023 @ 8 am. Nobody called me and they did not show for the appointment. 
  
  Sincerely,
  
  *******************************

  

  Business response

  11/22/2023

  Because of a miscommunication, a service technician was not scheduled for the initial service call. We apologize for any inconvenience incurred as a result of this missed appointment. We have rescheduled the appointment with the customer and hope to have all issues resolved at that time.

  Customer response

  12/07/2023

   
  Complaint: 20782132
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  12/12/2023

  I am tired of asking them repeatedly to fix it. The new guys came in after they lied to me finally but it is loose and I don't want any more excuses!

  

  Business response

  12/31/2023

  We were surprised to receive this follow up message as everything was working when the service call was completed. We are not sure what customer is referring to when she states that something is loose. We will speak to her and then take the appropriate follow up actions.

  Customer response

  01/04/2024

   
  Complaint: 20782132
  
  I am rejecting this response because: They have never called me back and the trim is loose. Just close it because I really am not interested in them trying to fix it again.

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

• Initial Complaint

  10/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ********* tub continues to send me JUNK Mail and I asked them to remove me from mailing list but they continue to send me junk mail

  

  Business response

  10/19/2023

  We will remove customer from all mailing lists. While it is possible that mail could be received before this process is complete, customer will be placed on a do not mail list immediately.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Safestep walkin tub and shower combination on August 15, 2023. The price after discounts was $22,899.00. We were never told that we might have to buy a new hot water heater. There is no showroom in MI. I ask if I could bathe my dogs in it and she said, "Yes, you'll have plenty of room." I hardly have room for me because the door opens to the inside so you have to squeeze your legs to the side to open the door before you can get out. Once installed the drain won't close and it will only fill up the tub over your feet when the water turns cold. Both myself and my husband wanted it for our legs and knees. I need knee surgery and he has stents in his. We haven't been able to use it. I have called 4 times now and our sales lady called last Friday and said someone would call us ASAP. Never happen. I am so disappointed with this tub and their service. I was hoping they would respond to you. It's a lot of money for something that doesn't do what we were told it would do. I have red spots all over my arms. I was told that the micro smooth therapy would get rid of them. I was skeptical and for a good reason. It does nothing. When the water turns cold I just stand up and take a shower. The water is very hot coming out of the shower so something has to be wrong with the faucet hookup to turn cold so quickly. Not happy with the largest investment we have ever made to our home.

  

  Business response

  10/27/2023

  We have performed a service call and addressed all service-related issues. We also spoke to the customer today to confirm that the issues were resolved. Regarding the hot water heater, our contract does address in three places that it is the customer's responsibility to provide adequate hot water and customer did initial that she understood that this was her responsibility. We stand ready to address any possible future service concerns once we receive payment for the walk-in tub.

  Customer response

  10/31/2023

   
  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

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Shower installation began in a timely manner but took 4 days to complete and I was promised it would take 1 day. Then upon inspection , the safety grab bars are too high, the contractor left a 3/4 gap between the edge of the shower and the floor tile, the laminate they installed has a 6 portion that is not glued down, they removed old baseboard trim to install the shower insert but didnt replace trim.On 12 September 2023, I called Safe Steps ************************* area manager, to report these issues and she stated, This is not how we do things, I will bring it ** in our meeting today. I did not hear anything so I called back on 14 September 2023 when ***** said she didnt bring it ** in the meeting because she didnt receive any pictures. I emailed them the photos of these issues evening on 12 September 2023 and resent them by email on 14 September 2023.Most of the time when I call ****** direct line, it rolls into voicemail and she doesnt return my calls.

  

  Business response

  09/25/2023

  We apologize for any delay experienced by customer as we address her service issues. We have issued a new service ticket and have contacted customer in an attempt to schedule the visit. Customer is not available at this time so we hope to complete the service visit as soon as she is available. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/27/2023 I paid a $2k deposit and on 2/17/2023 the Safe Step Walk-in Tub was installed and I paid the balance of $18,964.We have used the bathtub approximately 2 to 3 times a week since installation with no issues. On Saturday, August 19, we turned on the bathtub and before it was filled with water, the tub lost all power and I tried to troubleshoot according to the information I was given on the day of installation. On Monday, August 21, I called to report the problem and a Service Technician came on Thursday, August 24. After 3 hours, he was unable to diagnose/resolve the problem. The Service Technician completed a Return Work Order before he left my house and I signed it. On Tuesday morning, August 29, I called to find out when I should expect someone to come and fix the tub. The lady who answered the phone confirmed everything I told her and she assured me that someone would call me back asap. On Thursday morning, August 31, I called again because I had not received a call back. This time the lady on the phone told me that the Return Work Order had not been submitted until Monday, August 28th and it takes 5 business days for a Service Technician to call and schedule a visit. I told her that was unacceptable for a return service call and that I paid had paid too much money for a tub that worked only 6 months. I told her that at this point, my complaint should be escalated to a manager and I wanted a call back that day because I have received no proactive communication related to the return service call and it had been a week since the Technician was at my house but unable to resolve the problem. I still have not received any communication from this company as to when they intend to come back. I now have no confidence in their warranty or their Technicians and want to call my own electrician and have Safe Step pay the bill.

  

  Business response

  09/21/2023

  We are pleased to report that the service call was completed last Friday and all issues were resolved. We would encourage the customer to contact us immediately if any further concerns arise. We hope that she continues to enjoy her walk-in tub for many years to come.

  Customer response

  10/03/2023

   
  Complaint: 20558407
  
  I am rejecting this response because:

  What the business states is correct and the young man who came to address the issue was very polite and seemed knowledgeable.  He replaced the **** outlet and all appeared well when he left.  However, after using to tub twice, the **** outlet is now tripping the breaker.  I need another service call to determine the root cause of the issue and fix it once and for all.  This process has been very frustrating.
  
  Sincerely,
  
  Jan Camp

  

  Business response

  10/15/2023

  We are disappointed to hear that this customer continues to have a problem with her **** breaker. On our September 20th service visit, we replaced the **** breaker and confirmed that everything was working properly before we left the residence. We have issued another service ticket to address this issue. We apologize for any inconvenience incurred because of this issue. 

  Customer response

  10/24/2023

   
  Complaint: 20558407
  
  I am rejecting this response because:  as of yesterday, October 23, 2023, it has been two weeks since I called Safe Step and notified them that the newly installed GFCI outlet is tripping the breaker AND since tripping the breaker the first time now only the ***** jet function and the "LIGHT"  function are working.   Two weeks and not even a return phone call.  

  The following bathtub functions are NOT WORKING:  "WATER" jets; "MICRO" jets; "DRAIN" function and the  "HEATER".  

  If the company does not call to schedule repair/replacement service within the next few days, I will be forced to take them to Small Claims Court to get my money back.  

  Sincerely,
  

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

  

  Business response

  10/30/2023

  Our service technician will schedule a service visit with customer in the very near future to address their concerns.

  Customer response

  11/15/2023

  No, the Safe Step Walk-in Tub Company has not resolved this complaint.  Last Tuesday, November 7, 2023 another technician came to my house.  He determined that new bathtub parts are needed.  It is now, Wednesday, November 15, 2023 and I have not heard anything else from this Company.  They are the manufacturers and installers, there should not be a supply chain issue with obtaining parts.

  During the most recent contact with the company, it took 4 weeks from the time I notified the company that the new **** outlet is tripping the breaker before a technician contacted me to schedule a visit.  This is absolutely ridiculous and completely unacceptable.  ************ is a prime example of incompetence and failure to adequately respond to customer complaints.

  This complaint has been on-going for months now.  I originally called the company on August 21, 2023 to report that the bathtub had completely lost power and I could not reset the **** outlet.  It is approaching the 3 month **** and the issues have not been resolved or even really addressed because no one has taken the time to find the root cause of the problem.  It takes weeks to hear back from this company, even when it is an on-going issue.

   

  Customer response

  11/16/2023

  No, the Safe Step Walk-in Tub Company has not resolved this complaint.  Last Tuesday, November 7, 2023 another technician came to my house.  He determined that new bathtub parts are needed.  It is now, Wednesday, November 15, 2023 and I have not heard anything else from this Company.  They are the manufacturers and installers, there should not be a supply chain issue with obtaining parts.

  During the most recent contact with the company, it took 4 weeks from the time I notified the company that the new **** outlet is tripping the breaker before a technician contacted me to schedule a visit.  This is absolutely ridiculous and completely unacceptable.  ************ is a prime example of incompetence and failure to adequately respond to customer complaints.

  This complaint has been on-going for months now.  I originally called the company on August 21, 2023 to report that the bathtub had completely lost power and I could not reset the **** outlet.  It is approaching the 3 month **** and the issues have not been resolved or even really addressed because no one has taken the time to find the root cause of the problem.  It takes weeks to hear back from this company, even when it is an on-going issue.

  

  Business response

  11/16/2023

  A part was required to be ordered to complete the service. The part has been received and the service call is scheduled for next Monday.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/15/23 I had a Safe Step Tub installed in my condo. Tub would not fit in bathroom unless the entire door frame was removed. The Salesman ***************************** assured me no damage would be done to frame and it would look EXACTLY like it did once they put all the frame work back up. It does not look at all like it did before it was removed. I would have never installed tub had I know it was going to be done shoddy. There are also several gashes in my bathroom floor and toilet seat. I responded to an e-mail and made at least six phone calls to Safe Step re: my disappointment and my unhappiness at how door frame was reinstalled. None of the wood is lined up correctly, the frame is not up against the drywall and the top of the frame is not even attached to the drywall. Someone named **** was supposed to come out on 8/22/03 to address/fix issue and was a "NO SHOW". I want my door frame fixed to its original state before it was removed. That *** require replacing some of the wood that was hacked up with a razor blade! Door does not open and close smoothly; it sticks because nothing is lined up correctly.

  

  Business response

  09/13/2023

  We are pleased to report that a service tech visited customer's house this week to inspect the door. While the service tech did not see damage to the door, out of customer goodwill, he will return to replace the door. We apologize for any inconvenience experienced by customer as we addressed these concerns. 

*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. ↩