ComplaintsforSafe Step Walk-In Tub

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  feb 2023 started having issues loc in march was told and rep did come to adjust door end march door not working they decided needed new work rep came adjusted and said *** cracked and needed replacing in ***** was told part ordered in may jun july was told over and over part ordered from some company on aug came by took side off an took pictures on aug 17 came and glued crack in *** Aafjusted dooron aug18 returned to be sure glue dried door still stiff told to wait days to use i waited and door would not open at all returned on aug 24 says thinks front door ******************* be bad and would get with plant king *** door and opening and get me on mon28 no one contact me on 8/28 i call on 8/29 was promised try to get someone to contact me today they did send me check on last week of 350 as sign of goodwill not settlement i want *** fixed or removed and replaced or money refundd

  

  Business response

  09/05/2023

  We have spoken to the customer and currently have a plan in place to address his concerns. If the current plan is not viable, we will continue to work with customer to find an acceptable solution. We apologize for the inconvenience incurred by him as we attempted to remedy his issues.

  Customer response

  09/21/2023

   
  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

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The cold water has been leaking for at least a year now. A repair main has been sent out twice. First, he replaced the cartridge or stem or whatever it was and it slowed the leak down to negligible, but it started up again. Then when the same guy came out again he replaced a spring he said. The same thing happened and the leak starts and increases in volume over time. I don't know what is wrong with the cold water valve, I only know it is cold water that is always leaking. I call almost weekly to try and get someone back out here and the people who answer the phone keep saying that I did not want the same guy out and I keep telling them I don't care who does it, just get it done! I'm going to be fair and state that the last initial call to them was around July 2nd or 3rd I think. And this is August 25th. Each time I am told that someone will call or text and no one ever does. I need this fixed because it is part of the contract that they are lifetime guaranteed/maintenance. It is not my fault if the guy that comes out does not seem to know what is wrong right off. I could speak of the water usage as well.

  Customer response

  08/31/2023

  ************* company sent out a repair man and he fixed the leak. It was actually the hot water side that was leaking evidently, and he replaced the cartridge, spring and the other thing all at once and that seems to have done the trick. Thank you.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Safe Step Walk in Tub 1 1/2 drain kit for $105.00 on August 11, 2023. My confirmation number is: INPD2Q9XNS. I have reached out to Safe Step on more than one occasion in an attempt to locate the part. Today I was told that the part is on back order indefinitely. That is both shocking and appalling. The reason that our family went with Safe Step is because a key selling point is, unlike their competitors, they are manufactured in the *** which means there would be no challenges to getting parts should something go wrong. My mother is 88 years old, and she cannot use her walk-in tub. This creates a huge inconvenience for her and the family members who chipped in to buy this tub. Either Safe Step needs to locate another part or exchange the tub and complete the installation free of charge. This is truly unacceptable and borderline elderly abuse. Should something happen to my mother trying to take a shower in a regular tub we will have a different type of problem. This appears to be a bait and switch and they are not operating with any sense of urgency to get this matter resolved. We all sat and heard this presentation years ago and it was a huge investment. I am very disappointed with how my mothers needs have fallen on deaf ears.

  

  Business response

  09/05/2023

  We were sorry to learn that the part needed for customers 2013 walk-in tub was on back order. Unfortunately, we have no control over how quickly the parts manufacturer will produce this part. We are pleased that customer has enjoyed the walk-in tub for ten years and hope that she continues to enjoy it once the part is received. We apologize for any inconvenience incurred because of the delay.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Walk in Tub was installed in 2019. Crack occurred in shower wall in 2020. Work order cancelled due to covid shutdown.Plumbing fixtures were not attached, as there is no wall behind the shower. Contractor that did the install did not do a proper job, Plumbing fixtures have been leaking since installation, causing the floor under the shower to rot and mold. Contacted Safe Step in July 2023 when I noticed ants coming out from under the plate for the shower handle. There is a space between the handle plate and the shower wall. They sent out techs to inspect the issue. Techs reported the "piss poor" improper installation, floor and wall behind shower rotted and molded. Safe Step said they will not honor their life time warranty, I would need to go through my homeowners. They are willing to remove the damaged shower, have homeowners do the repairs, Safe Step would replace the damaged shower and plumbing fixtures.

  

  Business response

  09/05/2023

  We were sorry to hear that ************** is experiencing water damage that she relates to 2020. Here, a service ticket was issued in 2020 for Ms. ****** concerns. **************, however, cancelled the service ticket and informed us that she would caulk the area of concern. For this water damage claim, we have requested that ************** contact her homeowners insurance company and we will review any possible subrogation claims filed by the insurer. Regarding the acrylic shower walls, we are willing to replace them but it would be advisable for this work to be performed after the water mitigation. If customer needs a new shower pan, we will install a new pan as well.

  Customer response

  09/13/2023

   
  Complaint: 20491617
  
  I am rejecting this response because:  The damage was due to poor installation from Safe Step contractor.  Safe Step should be totally responsible for repairing the damage as well as replacing the shower wall, plumbing fixtures, and pan.  A wall also needs to be installed behind the shower wall, where the plumbing fixtures are attached.  
  
  ********************************************

  

  Business response

  09/20/2023

  Once again, we are requesting that customer submit any water mitigation claims to her insurer and we will evaluate any possible subrogation claims. The installation here was in May, 2019, over 4 years ago. The service ticket was cancelled in 2020 by customer. We are willing to replace the walls and shower pan but it would be preferrable to have this work performed after any water mitigation work is completed.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had consultation and paid almost $4000 down payment. Waited the 14 weeks for shower pan to be made. It was the wrong pan. Thought new pan was ordered. Waited another 14 weeks and contacted them. The second pan was never ordered. Waited again and now its been 8 months and still dont have a shower and cant get anybody on the phone.

  

  Business response

  08/21/2023

  We apologize to customer for the delays we have encountered with this installation. Initially, a site survey was ordered over concerns with the installation. The site survey confirmed the presence of an I beam which required changes to be made to the shower pan size. We discussed with customer whether it would be best to switch to a walk-in tub or have the walk-in shower installed in another bathroom. Customer requested that we move forward with the walk-in shower in the original bathroom. Consequently, a custom size shower pan was ordered.An inconvenience discount was also given to the customer at that point.
  

  Unfortunately, an error was made in the construction of the shower pan so we were required to order another custom pan. We have reordered the custom shower pan and will install it once it arrives.

  Customer response

  08/21/2023

   
  Complaint: 20417895
  
  I am rejecting this response because:

  
  Safe step had told me a couple of times that they ordered the pan with no results. Also I have no idea how long this will take. Not another 14 weeks. 
  Sincerely,
  
  *************************************

  

  Business response

  09/19/2023

  We are currently working with our installer to obtain available installation dates and will contact customer once those dates are obtained. We will have that information within the next ***** hours.

  Customer response

  09/20/2023

  I will be satisfied when they install the shower. I have reasons to not believe their word until they finish the job. Thats when I will sign off of this job.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The tub keeps tripping the circuit breaker in the main panel. Water was running down the panel on the tub and and onto the floor and rotted the ceiling downstairs. Some of *************** said there was nothing wrong, others said it was installed wrong, and the motor needed to be replaced. The next one said that the motor was not the problem and tightened up something. No one seems to be able to solve the problem. I would like a replacement or my money back.

  

  Business response

  07/28/2023

  We were sorry to learn that customer is having an issue with her GFCI tripping when she uses her walk-in tub. We did have a service technician at her residence this month to review this issue. It was determined that a new master bath control was needed and an order was placed for this part. Upon receipt, we will complete the service call in an expeditious manner.We encourage the customer to immediately contact us if there are any additional issues after the service call is completed.
  
  Regarding water damage, this occurred in 2022. Customer was compensated for her damages and a Release was signed by the customer. We look forward to resolving customers remaining issue in the very near future.
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called ************* company *********, **, I told them I can't use their $25,000.00 tub because it has dirt in the water when trying to fill the tub. I was told by the company that they will only come out and check it out but I will have to guarantee that I will pay $289.00 an hour for them to come out and look at the tub. They told me unless I guarantee I will pay the $289.00 per hour they will not send anyone out. They told me that it is my water systems fault that there is dirt in the water. I told them in that bathroom with the $25,000.00 tub and even the two other bathrooms *********, toilets, tubs and showers, none of them have sand in the water. In the bathroom with the Safe Step Tub the shower, sink toilet does not have sand/dirt in the water. I also told them that a $25,000.00 tub should last longer than 1 1/2 to 2 years. They then said that I would have to agree to pay the $289.00 per hour before they would send someone out. I pointed out that their salesperson told me that I had a lifetime guarantee on the tub. Then they told me that the lifetime guarantee does not apply in this situation,

  

  Business response

  07/21/2023

  We were sorry to hear that customer had a complaint after speaking to our service department. It does appear that there may have been a misunderstanding so we are happy to address the complaint and service issue. We will also point out that customer may be confusing our walk-in tub with another purchase as her walk-in tub did not cost what she stated in her complaint.
  
  We received a call on July 10th that there was sand or dirt coming into the tub, which was installed in May, 2021. We were pleased to review that there have been no service requests for the first two years of use. Here, the service department informed customer that we could perform a service call and if the problem was related to the walk-in tub, there would be no charge for the service call. If it was determined that the issue was not related to the walk-in tub, then an hourly labor charge of $179.00 would apply.Customer at that point refused to pay the labor charge if it was determined that the problem was not related to the tub.
  
  Out of customer goodwill, we will proceed to issue a service ticket and will waive the labor charge even if the problem is not related to the walk-in tub. We hope that customer continues to enjoy her use of the tub for many years to come. 
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************* Tub was not installed correctly. Its been leaking since it was first installed in 2018. I called them 4 times to fix it. I consulted and attorney and he said I had to give them a chance to make it right. They installed a new tub. It was also leaking. By this time my floors are sagging. They admitted they were responsible. I talked to Victoriah West once. I have left her several texts, emails, and voicemails. She will not respond to me . Her email is: ******************************** P:************ F:************.I sent 2 registered letters only to have them returned as the wrong address. I have spent $5000. Thus far getting my floors fixed. I would like for Safe Step tub to compensate me. I will owe a total of $11,000 by the time this is done. Im a retired nurse and a disabled female veteran and I dont like the way Im being treated.

  

  Business response

  06/27/2023

  We were sorry to learn of the issues experienced by customer and we have been in touch with her. We are pleased to report that we have reached an amicable resolution to her complaints. We hope she enjoys her walk-in tub for many years to come.

  Customer response

  06/29/2023

   
  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

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We just had our tub installed 48 hours ago. Upon first time use, water is leaking from the bottom of the door. While the installer filled the tub to demonstrate how the tub worked, it appears to leak after the weight of a person sits in the tub. Our 110 pound grandson was the first to try it, and once the tub filled above his waist, water poured out from beneath the door. We called the company three times and no one is calling us back. I fear that they took advantage of two elderly people. We want our money back. They charged us over 20 thousand dollars for a tub that leaks all over the floor! I am so upset!

  

  Business response

  06/20/2023

  We are sorry to hear about the customer's problem after installation. The customer has been contacted and a service visit scheduled for this Thursday. We hope to have the problem resolved quickly.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of installation: 5/15/23 Did not sign financial agreement with Green *********** was injured after using once. ******** was not forthright in explaining possible injury to elderly person. Spoke to *********************. He was very rude and told me Safe Tub was going to file a lien against me for payment and that the tub belonged to me.

  

  Business response

  06/13/2023

  While we always regret when a customer is not completely satisfied with their walk-in tub, in this instance customer has received a fully operational and functional walk-in tub. There is no dispute that Safe Step Walk In Tub has fully complied with all terms of the contract. Notwithstanding these facts, customer has refused to make any payment whatsoever on the walk-in tub. In multiple conversations with customer, it has become clear that this is a case of buyers remorse. While regrettable, this is not a valid reason to refuse to fulfill ones contractual obligations. Notwithstanding the above, out of customer goodwill, we attempted to explore other options with customer. Because those efforts were not successful, we are now pursuing the options available to us to collect the outstanding sum due.
  

  Customer response

  06/15/2023

   
  Complaint: 20149713
  
  I am rejecting this response because:
  The Sales representative was not transparent nor forthright in explaining the potential for injury, nor was I offered an opportunity to read the full contract. *********************, attorney threatened me with a lien, and *********************, Sales Manager wanted me to pay $22,997.00 for completed work, followed by charges for removal and installation of walk-in, surround shower.  He laughed at my husband's injury. When I refused, he hung up on me.

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

  

  Business response

  06/16/2023

  Regarding any possible issues with the walk-in tub, in a May 26th conversation, customer admitted that there was nothing wrong with the tub.Customer repeated that there was nothing wrong with the tub during a June 12th conversation.
  
  Regarding the claim that customer was not given time to read the entire contract, the language of the contract expressly contradicts this claim. Directly above the customers signature, the contract states that Buyer acknowledges that ***** has read the front and reverse of this Agreement and has received a completed copy of the Agreement. Thus, customer acknowledged that she had read the entire agreement and received the entire Agreement.
  
  Moreover, Customer had 4 additional days to review the contract before the cancellation period ended. Customer also had 17 days prior to installation to read the contract as well. At no point prior to installation did customer contact us with any questions or objections to any language in the contract. Customer also fails to state what part of the contract she didnt read that would have somehow changed her decision. Regardless, she acknowledged that she had read the contract and had ample opportunity to read it again prior to installation.
  
  Additionally, there was no threat to file a lien. The lien had already been filed by the time of the referenced conversation. Customer was simply informed that the lien paperwork had been filed. Finally, ************** denies in the strongest possible terms that he laughed at any part of the conversation or that he hung up the phone on customer.
  
  In summary, Safe Step has fulfilled every obligation set forth by the contract. In contrast, customer has refused to make any payment on her fully functional walk-in tub.
  
  
  
  
  

  Customer response

  06/16/2023

  They are lying about circumstances, and about the laughing, and so much more. They did not inform me a lien had already been issued. I look forward to pursuing their fraudulent and ***** character via my legal counsel. They use and take advantage of the elderly. I have read  numerous complaints against this company. 

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