ComplaintsforSafe Step Walk-In Tub

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered into a agreement with Safe Step on 11/16/21 at the time I was told it would be 45 days to install. Job was scheduled 3 times by safe step only to be cancelled 3 times by them due to lack of parts. When I gave the rep our deposit on 11/16 I told the rep *** that we had to have the job installed by the 20'th of Feb as we leave for vacation and will be gone until July. I was told no problem .... I have been calling for 2 weeks to alert them of this problem (no less than 5 calls) without a call back. I have yet to hear from them and at this point want to cancel my order due to lack of response on their part. As yet I have not heard a work

  

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/07) */ We have spoken to Mr. ******* on February 28, 2022 regarding his request for a refund. The down payment will be refunded in full. The check was processed on March 3, 2022 and it can take 10-14 days for the check to be received. We would ask Mr. ******* to contact us if the check is not received in that time. We are sorry that we were not able to install his walk-in shower in the time frame requested.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 2021, I purchased a standard size Safe Step walk in tub, and the unit have been falling apart. I called the last week in December 2021 to inform that the shower pole is loose, water is gushing out from the base of the pole, the handheld shower head cord broke loose and water is gushing out of that too. The mechanism that controls the drain is also coming apart. It's a twist and tighten system that is always coming unloose. At the moment the unit is unusable. I made a follow up call today about the matter and the man that picked up hung up when I stated the system is falling apart. I was not yelling or behaving belligerently, so I am surprised he simply hung up. This is totally unacceptable, my grandmother who suffers from dementia is unable to use the tub and this is the reason we even purchase this unit, to make it easier for her to bathe.

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/13) */ I am writing to respond to Ms. ****'s complaint. We first received a telephone call about this service issue the morning of January 5, 2022, the very day this complaint was filed. We have listened to the telephone call and at no point did anyone hang up on the customer. To the contrary, the call was handled in a professional manner, the customer was asked at the end if there was anything else we could help them with, and a service ticket was issued. A service call was performed the very next day, January 6, 2022. I have attached a Service Completion form signed by the customer. The completion form notes the service technician's observation that the issue was likely caused by the kids in the house pulling the shower hose. In short, no one hung up on this customer and a service call was performed within 24 hours to rectify an issue that apparently was user error. I trust that this addresses all issues raised in the complaint. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first issued a call to them on Dec 27 and a rep asked me if this was an emergency and I stated it could wait until after the new year holiday because I was sure it would be difficult for them to get someone out during the holiday, she stated she would submit the ticket and never did, this was confirmed by the rep I spoke to on my THIRD CALL. I called a second time and was hung up on. The third call I made the rep confirmed that the initial call was never logged nor a ticket submitted. This is not the first time I have encountered lack of professionalism from Step in Tub staff, and the organization have an issue admitting their faults, all they do is deny deny deny. In reference to the tub, after the 3rd call they did send out a very pleasant repair man that rectified the issue. Unfortunately I made the mistake to do business with this company and because of the monies invested, have to have future dealing with them, however, I will definitely sway friends and family away from this company. Step in tub need to look at the plentiful complaints they have from other customers on the BBB and Social Media. They need to get their customer services issues together and training their staff should be considered by this organization.

• Initial Complaint

  01/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi We had our Safe Step Walk-in Tub installed on Nov.22, 2021. This was the second try at installing the tub and it went ok, (the first time the crew showed up to install the tub they had question on how to move and vent the water drain and suggested we by a smaller tub), the clean-up on the installation lasted a week. Fiber glass dust from the old shower was picked-up my hot air heating system and spread through-out the *****. The installation required moving the shower head wall. Re-taping and mudding that wall should have taken two days, but as of Jan. 1, 2022 that job is still not finished. I have attached photos of the mud work. The biggest problem we have, is Safe Step Walk-in Tub high pressure and deceptive sales practices. We were asked if our hot water heater was working and it is, so the salesman interred a $750.00 credit on the sales contract. Our 40gal. 2012 ** hot water heater will not provide 105 water temperature for a shower and then fill the tub after. I now must spend $3970.00 for a new hot water system. The *********** Jetted tub size 28"W 51"L 38.5"H, has a fill rate of 9 gal. per-minute and can hold up to 100 gallons of water. This information was not provided by the salesman (Contract date Sept. 7, 2021, in-stall Nov.22, 2021). The information was only provided after the tub was installed, by Mr.******** (the on-sight installation manager) on his first trip back to our ***** to start the taping and mud work on the shower head wall. Every licensed plumber I contacted stated this tub need an 80 gal. hot water heater or a gas on-demand hot water heater. The problem with the 80 gallon hot water heaters is, most of the water heaters today are equipped with magnesium anode rods and that rod can produce Hydrogen Sulfide. My wife is allergic to sulfides and would peal head to toe if she was exposed to them. Our ** hot water heater as a zinc alloy rod. Safe-Step Walk-in Tub should refund $3970 and $200 to make wall paint ready.

  

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/13) */ I am writing to respond to the Complaint filed by Mr. *********. The installation was concluded here on November 18, 2021 and, at the conclusion of the installation, Mr. ********* signed a Completion Certificate. As part of the Completion Certificate, Mr. ********* affirmed that the work was performed in accordance with the Custom Remodeling and Installation Agreement (hereinafter "Agreement") and that he had no complaints and no service requests. Additionally, Mr. ********* affirmed that his ***** was left neat and clean to his satisfaction. Finally, the Completion Certificate states to the Customer that he should not sign the Certificate until the project is complete. A copy of the Completion Certificate is attached. Notwithstanding the above, we will send the *********s a check for $200.00 as requested for work they said they performed after the installation. There is absolutely no basis to the complaint that Mr. ********* was pushed/forced to sign a contract. First, per the specific terms of the Agreement, which is attached, the *********s had three days to cancel this agreement. The Agreement was signed on September 7, 2021 so the cancellation period ran until September 10, 2021. At no point during that three day period did the *********s make any attempt to cancel the contract. Mr. ********* even called our office with questions about the project on September 11, 2021. At no point during that call did he voice any concerns about being pressured or forced to sign a contract. Additionally, on October 12, 2021, the initial installation was attempted but then stopped because of an issue with a vent pipe. At that time, the installer informed Mr. ********* that he could cancel the project without penalty. Mr. ********* stated that he would need to speak to his wife. Mr. ********* then decided to move forward, once again without any complaints over being pressured/forced to sign a contract. The final installation occurred on November 18, 2021, 72 days after the Agreement was signed. Once again, the *********s made no complaints that they were forced to sign the contract during this 72 day period. It is telling that it was only after installation, when the *********s had issues with the project, that this complaint was made. Finally, the *irect Seller has been in hundreds of homes working with senior citizens to find a safe solution to their bathing needs. We cannot recall a single customer ever making this type of complaint against this individual. Regarding the hot water heater complaint, the explicit terms of the Agreement directly rebut Mr. *********'s current complaint. On the Job Specification page, the following is stated: Customer is responsible for adding an adequate water heater if needed. (Consult a *icensed Plumber) A*VISE* CUSTOMER MAY NEE* TO UPGRA*E. Mr. ********* initialed this box and also received a $750 discount in case he needed to upgrade his water heater. Further, on the Customer installation agreement page, signed by Mr. *********, paragraphs 2 and 4, state, in part, as follows: The customer understands he/she/they is/are responsible, in addition to the prices delineated herein: (4) Sufficient water heater capability which is beyond Safe Step's control. You have agreed and understand that Safe Step Walk-In Tub does not guarantee that your existing water heater will provide sufficient capacity to meet your new tub's needs (consult a licensed plumber). Accordingly, the water heater issue was addressed multiple times with the *********s and they were well aware that they may need to upgrade and that providing sufficient hot water was their responsibility. The *********s were also informed that they needed to consult a licensed plumber and the tub dimensions were provided on the Agreement. Significantly, at no point prior to installation did the *********s, or a licensed plumber on behalf of the *********s, contact us for any additional information on the walk-in tub or any hot water heater issues. While we are always disappointed when a customer has any complaints with our company, we believe that any resolution must be fair and equitable to both sides. Here, we will send the *********s a check for $200.00 and we will respectfully decline to pay for a new hot water heater. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she *I* NOT accept the response from the business.) I am pleased that Safe Step Walk-in Tub is sending us a check for $200.00 for completing the taping and mud work needed to make the shower head wall paint ready. I agree that the installers did a good job on installing the tub and wiped down the bathroom. But unknown to the installers and my-self a fair amount of fiberglass dust was sucked into the hot air heating system. I am very disappointed that Safe Step Walk-in Tub did not provide its' costumers with the minimum hot water requirements for each of their tub. They surely know the number of gallons of water it takes to fill each model and the flow rate on each tub. What could be the reason for leaving this information out? I find it hard to believe that Safe Set does not understand that a $1000.00 price increase does not force their costumer into sighing the contract that day. Why would have cancelled the contract. **** ***** gave us a $750.00 credit, because our ** hot water heater was working and the *********** unit would heal Eczema and heat the tubs water. The installation crew stated the *********** unit did not heat the incoming water. What is the $750.00 credited against (new hot water heater or labor to install new hot water). I am willing to subtract the $750.00 form the $3970.00 we are paying for a new hot water heater. I believe **** ***** was only following SateStep's protocols, but on the BBB complaints, list there the following items. 11/01/2021 " First off do not buy this tub until upgrading a hot water heater.' "We have the smallest tub unit and the the 50 gal fails to fill above the seat more then an inch or two. 65 gal or 80 gal is necessary" 7/01/2021 ***** * "We ended up having to purchase a new water tank because the original one we had was too small so the tub could only heat up 3/4 of the way. We had a 60 gallon and replaced it with an 80. That extra expense was unexpected" 7/01/2021 ******* * "Fraud or simply deception? We had our SafeStep tub installed the fall of 2020. Prior to the installation the salesperson who came to our home, as part of the initial visit, evaluated our 40 gallon water heater, told us it would work with the tub, and even gave us a discount of an additional $750 for having that water heater. When my wife uses the tub the hot water never reaches above her ankles, and as she continues to allow water to enter the tub it is cold. When I reached the company yesterday I was informed (verbally) that 40 gallons would only fill the well in the tub, but that 85 gallons was the capacity. We would never have purchased the tub had we been told this initially. It is virtually useless to us because of this. BUYER BEWARE!" If Safe Step Walk-in Tubs provided the minimum hot water requirement for each tub, we would not be here today. ***** & ******** ********* Business Response /* (4000, 9, 2022/01/21) */ Here, Safe Step informed Mr. ********* more than once that he may need to upgrade his hot water heater and that he should consult a licensed plumber. As noted before, it does not appear that Mr. ********* consulted a licensed plumber and Safe Step never received any inquires from any plumber on behalf of Mr. *********. Now, Mr. ********* maintains that Safe Step should have provided him with more information even though he ignored the information that was provided. Mr. *********'s current position is faulty not only on logical grounds, but on substantive grounds as well. Mr. ********* maintains that Safe Step should provide customers with the minimum hot water requirements for each of their tubs so that the correct size hot water heater could be determined. This argument ignores the fact that there are multiple factors that would determine which size hot water heater is sufficient for each individual customer. These factors include for an existing hot water heater the age of the hot water heater, the type of hot water heater, the size of the hot water heater, the distance of the hot water heater from the tub and whether the hot water heater has been maintained. For a potentially new hot water heater, the type of hot water heater, size of hot water heater and distance of the hot water heater from the tub once again apply. Moreover, the size of the customer also factors in as their weight will affect water displacement, along with the variable of how hot the individual customer wants the water. Consequently, advising each customer to consult a licensed plumber who can assess these multiple individual factors for each customer is unquestionably the best course of action. Regarding the flow rate of the faucets on the Safe Step walk-in tub, these rates reflect maximum capacity, which will not be applicable for every customer. Instead, the customer's water pressure will determine how fast the tub fills. Once again, a licensed plumber will be in the best position to analyze these unique factors before making a recommendation. Consumer Response /* (4200, 11, 2022/01/26) */ (The consumer indicated he/she *I* NOT accept the response from the business.) Safe Step informed Mr. ********* more than once that he may need to upgrade his hot water heater and that he should consult a licensed plumber. As noted before, it does not appear that Mr. ********* consulted a licensed plumber and Safe Step never received any inquires from any plumber on behalf of Mr. *********. Now, Mr. ********* maintains that Safe Step should have provided him with more information even though he ignored the information that was provided. Mr. *********'s current position is faulty not only on logical grounds, but on substantive grounds as well. We only received this information. "The *********** Jetted tub size 28"W 51"* 38.5"H, has a fill rate of 9 gal. per-minute and can hold up to 100 gallons of water. This information was not provided by the salesman. This information was only provided after the tub was installed, by Mr. ******* (the on-sight installation manager) on his first trip back to our ***** to start the taping and mud work on the shower head wall. He stated he use a inline gas hot water heater and I should look into that. Mr. ********* maintains that Safe Step should provide customers with the minimum hot water requirements for each of their tubs so that the correct size hot water heater could be determined. This argument ignores the fact that there are multiple factors that would determine which size hot water heater is sufficient for each individual customer. ***** Tubs provides their customers' with the follow information. 6. hot Water heater considerations The customer's hot water heater should be assessed during the walk-in tub planning process. For a regular size tub model such as the B3052 and B3054 models, most ***** Tubs purchasers have been satisfied with the hot water delivery from their existing 40 gallon tanks. However, based on the input from several major hot water heater manufacturers, a 50 gallon water heater is recommended in most circumstances. In addition to the current heater's capacity, the heater's age and location can affect the amount of hot water that can be delivered to the walk-in tub. As water heaters age, their performance declines. *ocation of the water heater relative to the location of the walk-in tub can also have an impact. The further the hot water a run, the more heat is lost. Re-circulating systems have proven effective in negating this cooling effect. tank Heaters For a regular size tub model such as the B3052 and B3054 models, the recommended minimum tank size for electric or gas tank water heaters is 50 gallons. Normally one can assume a 70% hot water output from any tank heater. (Tank heater manufacturers can provide specifications and recommendations.) A 70% output should provide roughly 35 gallons of hot water from a 50 gallon tank with the thermostat set to the industry standard of 120°F. As a construction industry rule of thumb, the water mixture for a comfortable bath is roughly two-thirds (2/3) hot water to one-third (1/3) cold water. Since the typical water requirement to fill a regular size ***** Tub model is 40 to 50 gallons depending on the user's size, roughly 30 to 35 gallons of hot water will be needed to fully fill an occupied tub. Refer to the Appendices B1 or B2 beginning on page 23 for the tub model operating capacities. Note that the BTU rating (for gas heaters) and the wattage (for electric heaters) only have an effect on the recovery rate of the hot water level for the heater, not the total possible hot water output. ***** Tubs B2651: Top *iagonal *imension: 5718" Water Needed to Fill Tub: Occupant: 120lbs. 200lbs. 250lbs. Gallons: 46gal. 42gal. 39gal. B2653 Top *iagonal *imension: 5814" Water Needed to Fill Tub: Occupant: 120lbs. 200lbs. 250lbs. Gallons: 46gal. 42gal. 39gal. B2848 Top *iagonal *imension: 5518" Water Needed to Fill Tub: Occupant: 120lbs. 200lbs. 250lbs. Gallons: 57gal. 52gal. 49gal. B2851 Top *iagonal *imension: 5814" Water Needed to Fill Tub: Occupant: 120lbs. 200lbs. 250lbs. Gallons: 61gal. 56gal. 53gal. This information continues for the full line of tubs. I find it hard to believe ***** engineers are smarter than Safe Step's engineers. As Safe Step keeps directing us to different sections of the Custom Remodeling and Improvement Agreement. We would like to remind them that the Contract Price of $19,887.00 included the cost of Remove & Reinstall of Sink/Vanity plus Sub Panel. (Job Specifications), (Required or Requested Bathroom *etail and Work *escription), Remove & Reinstall Sink/Vanity, Additional Work, Sub Panel That work was never performed and Safe Step should send a check that credits our prepaid expense. We can close this complaint with two checks one for $200.00, that we both agreed on and a check for the hot water heater or the prepaid expense of Remove & Reinstall of Sink/Vanity plus Sub Panel. ***** & ******** *********

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i singed up for a new tub and the company sent out someone to measure for installation the worker stated that the tub would not fit and in order to make the tub fit he would have to remove tile from both sides. the worker said that he reamends not doing the step in tub. I contacted the the company and told them about this issue and i also have not received any service from them i requested a full refund and they are denning my request.

  

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/10) */ I was made aware of Ms. ******'s situation upon the filing of this Complaint. I have spoken to Ms. ****** and we have reached an amicable resolution. It may take several weeks before the final paperwork is finalized and the refund check is received by her. I apologized to Ms. ****** for the delay that she has incurred. Consumer Response /* (131, 11, 2022/03/02) */ I was contacted by a representative about the complanate I filed and was informed that I would be receiving a refund. it has been months later and have yet to receive this refund for the tub I do not have. i have been tiring to reach someone for weeks about this and keep getting put on hold and then hung up on. Desired resolution: Refund Business Response /* (1000, 15, 2022/03/02) */ The reason Ms. Dawson's refund check has not been sent is that we have no record of receiving a signed copy of the Release that was sent to her. If Ms. Dawson no longer has a copy of the Release, we will be happy to send her another one.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/11/21 my mother and I called to have a salesman come to her home and give us an estimate on a walk in tub. The estimate was $20,000. I wrote a check for $5000 as a down payment. I was told I had 3 days to cancel before the check would be cashed. The next day I called and cancelled and then overnighted my contract to the home office with my cancellation documentation signed. My check was cashed the next day. I have called several times and have been told it's in the mail. I still haven't received my $5000 deposit. I'm seeking assistance in retrieving my money back.

  

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/11/04) */ We apologize for the delay in returning Ms. ****'s deposit. On October 26th, we processed the refund. The check is then given to the ******************* for delivery. We cannot control how long it will take for the check to be delivered but we hope it is received within the next 7-10 days. Consumer Response /* (3000, 7, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been told it's in the mail for weeks now. I do not accept this answer. It doesn't take a week to receive a check in the mail. I'm thankful I didn't do business with this company. Shady is an understatement. They shouldn't have cashed my check.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On our first meeting we put $5000.00 down the remainder was due on 10/11/21 when it was installed. We also paid another $5000.00 for my parents home however we were told additional inspections was needed, at that time we were informed it could not be done and a refund would be sent out. From 10/11/21 we have been told it was in the mail, as of 10/29/21 we have not received it. As for the walk in tub installed we call to tell them the seat did not work, broke valve, no hot water! They came out and fixed it or so they thought. When my husband went to take a bath he was scaled. My husband called, I called several times, several text, several chats trying to get help. Only to be told it would be 7 days before someone get out. A manager did call me back. They have fixed it but no one told us that you need more then a 50 gal water tank or the top jets don't work!! Nearly 3 weeks and we've used 3 times. None of them good experiences. I feel like we were mislead.

  

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/11/05) */ The refund for the second walk in tub that was cancelled at installation was processed on October 29th and Mr. Mitchell was informed that the refund check should go out the following week. A service call was performed on October 27th regarding the service issue and the thermostat was replaced. We are aware of no other issues with the Mitchells' tub, which should be fully operational. Consumer Response /* (3000, 7, 2021/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been told that the check was in the mail 10/11 then again the next week that it would be sent to their bank and then sent back to us.. as for the walk in tub... they did come out the second time to repair or or replace a part from the first time ice cold to scalding... now it's hot however the SALESREP should have told us that it would take every drop and then some of the 50 gallon hot water heater to fill it!! My husband ran 1/2 and 1/2 mid way to his calf's then went full on hot water... again.. it ran out of hot water before it got to the back jets.. I just think we should have been told to get a second hot water heater. For the cost why not just tell us up front! It's ridiculous!! Especially when my parents had half the size water heater we had and the Salesrep looked at it and said no problem! This is why I don't believe it was a mistake it was the same Salesrep who wrote the contract and looked over both homes, hot water heaters and took the checks! He knew just how to sale the product! It's a shame when all you are asking is for is what you were promised.. or when they couldn't do the job a straight answer! How about a date.. instead we just get different answers depending on who answers. The walk in tub was put in on 10/11/21 at the cost of about 18,000.00. As of today 11/7/21 he has used it a total of 3 times. This was actually something we thought would be used 3 to 5 times a week. We are in our 50' s and 60's at I doubt if we will ever feel like this was a good investment! I'm disappointed that a company is out there doing this to people... clearly there is no way to fill it with hot enough water to enjoy a relaxing jets while it's hot. As for a lifetime warranty well if you only have one way to bathe and it takes seven day's to get scheduled or parts in.... then that lifetime warranty isn't as great as it once seemed! We bought an American made product, made in Tennessee, we watched the presentation, we listened to the Salesrep as he told the story of the owner and his grandmother and why the owner had started the company.. because people like us need help!!! So we wouldn't fall!! ..... I believe all of this to be lies to get people like us to write CHECKS!! We did! The walk is a tub that holds water..., NOW after 18,000.00 hopefully one day soon we will get the 5,000,00 back for my parents! Then we can spend whatever to put in another 50 gallon hot water tank.. hopefully then it will be good! Fingers crossed!

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2010 we purchased a safe step tub, we paid cash for the tub. The jets have stopped working, so I called the company to get someone to come and check them. I was told that since my husband has died and my name was not on the bill of sale they would not honor the warranty. When we purchased the tub, we were not told that both people had to sign. When I called I was told this was not asked for back then.

  

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/10/29) */ The August 10, 2020 contract was between Safe Step Walk-in Tub and ************* and the warranty extends only to the contract signatories. The contract also provides that Safe Step Walk-in Tub is not bound by any statements or representations allegedly made unless those alleged statements are expressly set forth in the Agreement. One reason for having a written contract is to ensure that years later, differing recollections of oral statements cannot be used to offset the express written terms of the contract. Consequently, we regret that the warranty here extended to Mr.********* only. Consumer Response /* (3000, 7, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel as though this should have been explained to us when we purchased the tub, I was told that this was not necessary at the time we purchased the tub when I talked with some one at your offic I have all the papers that was given to us and it is not my fault that my husband died, so I feel as though you should honor my warranty Business Response /* (1000, 12, 2021/11/17) */ We are honoring our warranty as it was with the signatory on the contract. We have fully set forth our position in our original response. No documentation has been provided to support the complainant's position. Consumer Response /* (3000, 14, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will b happy to send a copy of my warranty. Please send me a fax number to where to send it. I am sure that they will not honor the warranty, but I will tell my friends and my social media friends how they treated seniors Business Response /* (4000, 16, 2021/11/18) */ While our fax number is ************, the warranty extends to the signatory on the contract only so receipt of the warranty will not change the terms of the agreement. We regret that Ms. ******** is disappointed.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Signed contract for tub on July 14, 2021 and it was installed on July 28, 2021. On Sunday night, August 1, 2021 the pipes started leaking. I called the company and told them that the tub was leaking and they told Me that they could not have someone fix it until the next day. They told Me how do stop the leak, o am unable to walk and count not do the repair. My son-ln-law was able to turn off the pipes late that evening. Repair Man came and fixed the pipe and filed a claim for damage. Pipe leaked again next day and he came buy and fixed it again. By this time the tiles where coming up and carpet was ruined. I had a contractor come by and examined the damage and sent the Safe step Company an repair estimate. I have not been able to get a hold of anyone in the company sense. We have called and left messages many times and no one returns our calls to let us know what is going on. Many calls over three months and no return calls. I am 90years old and do not need this agravation.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/29) */ We have talked to the customer and requested the repair estimate from their contractor. On October 22nd, the customer informed us that their contractor was out of town and they would speak to him upon his return. Consumer Response /* (2000, 7, 2021/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are now communicating with us. I feel that they will continue to settle the case.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Safe Step Walk-In Tub on 2/5/21 which was installed on 3/8/2021. I am a disabled senior citizen and I trusted SafeStep to provide me with my dream tub to assist me with my health issues. I spent a lot of money on this investment, so I expected a $15,500 tub to work properly. The tub had a massive leak on Sunday 4/25/21 due to improper installation of the foot jets. No one ever called me when I contacted the Emergency service department that day to report the leak. Subsequently, I did not receive the emergency service I was promised in the contract because the leak occurred on a Sunday. Unfortunately I learned, after the leak, that service is not available on Sundays, only weekdays. Unbelievable! I suffered an injury to my back, neck and knees from mopping up the flooding water from my bathroom into the master bedroom. As a direct result, I have ongoing debilitating pain which has required multiple Dr. appointments and treatment therapies. This is in addition to the usual residual pain I experience from having undergone two back surgeries. After using the tub only 3 times, my dream tub became a living nightmare. Since the leak incident, I have continuously felt anxiety using the tub for fear of another leak. With the exception of 2 people in the organization who tried to help, I am highly dissatisfied with Safe Step's level of customer service. It leaves a lot to be desired. I do not feel like a valued customer or that I have joined the " family of happy customers" as stated in their welcome letter. *ased on my experience, I can not in good conscience recommend Safe Step Tub to anyone. I wholeheartedly feel SafeStepTub is not a company that can be trusted to provide a quality product they are willing to standby and ensure 100% customer satisfaction. Neither are they willing to accept responsibility when a problem occurs. I felt compelled to share my experience since I noticed there have been countless other customers who have also experienced similar encounters with Safe Step Tub. There appears to be a common history of complaints and lack of communication, disrespect from customer service reps and failure to quickly resolve issues.The following is a detailed accounting of what I experienced with Safe Step Tub Company. *UYE* *EWA*E!!! On 2/ 5/ 2021 I had a consultation with Mr.**** *****, a salesperson for Safe Step Tub. I was considering a potential install of their Safe Step tub. My main concern was that I n***ed flexibility with the install date since I was in the process of relocating from another state. Concurrently I was also handling my deceased parents' affairs. He was wonderful, very thorough, understanding and professional. I thought I hit the lottery with this new adventure on the horizon. Mr. **** understood my dilemma and assured me they could schedule my install at my convenience. I was very excited. I thought I had enough information to make an informed decision to purchase my new tub. After all this would be a huge investment! A couple of my friends' relatives had the tub installed in their homes several years ago. They gave the product high ratings. How I looked forward with confidence & sheer anticipation for the installation of my dream retirement spa to help with my health issues. Instead my dream turned into an horrific nightmare on Sunday 4/25/2021. On 3/8/2021 I was ecstatic when the tub was installed. I was advised that I could not use the tub for 3-4 days so the tub could settle. *y that time I had to travel out of state to continue packing up my deceased parent's property. Unfortunately I was unable to enjoy use of the tub for the 1st time until approximately one month after install around March 31, 2021. I was beyond over the moon. Every feature SEEMED to be working properly during the install and my first use. I called Mr. **** to thank him for his help. I was only able to use the tub intermittently 4 times between April 2, and May15 due to me moving from another state. The second time I used the tub was on 4/11/21. I noticed the water pressure was very low around the foot jets & not coming out forcibly like during the demonstration. Also one the calf jets was loose & the other was tight.They were not directing the right amount of pressure like in the first use. I called in for maintenance on these issues on 4/12, 4/13 & 4/14. I finally was able to talk with the technician ****** & made an appointment for Monday 4/19/21. On 4/19/21, ****** inspected the tub jets and made an assessment. He told me there was too much glue applied during installation. He determined this prevented the jets from flowing properly. He removed the excess glue. After making some other adjustments, he told me that the tub was now safe to use. Since I had to travel back out of state, I decided out of caution to wait until I returned to use the tub again. I did receive a copy of his diagnosis and corrective procedure via email on 4/20/21. He had ordered a new foot jet housing to be installed. Upon my arrival back in *eorgia on Sunday 4/25/21, I was looking forward to a refreshing soak in my new dream tub. Instead I found myself engulfed by a flood caused by a massive tub leak. While I was sitting in the tub, I noticed the tub wasn't filling up properly. The water kept filling up the tub, but the water level didn't rise any higher than the top of the foot jets. The drain was fully shut down & the door securely locked. I suspected something was wrong. When I looked over the side wall of the tub, to my surprise there was water EVE*YWHE*E. Not the relaxing bath I expected. Instead my entire bathroom was flooded, including the cavern behind the tub's sewer line. It spread into my adjoining master bedroom, traveling all around its perimeter walls & into 2 closets. My new bedroom & closet carpeting was completely soaked. Thankfully I have EVP waterproof flooring in the bathroom. My adrenaline was in high gear. I activated the drain & literally jumped out the tub. I began mopping up the water feverishly. I also got on my hands & knees using towels & rugs to soak up the water. Then I used fans for over 72 hours to facilitate drying. I wanted to lessen the possibility of the padding under my newly installed carpeting becoming molded. It took me 7 hours of hard labor from 6:30 p.m until after 2 a.m. to get the leak damage under control & 3 days to dry my new carpeting. It was a mess and I was a wreck. I figured I better video the flood for documentation in case I n***ed any proof of the incident. This was a very traumatizing experience for me. I certainly wasn't expecting a massive leak after only using the tub 2 times! I have had 2 back surgeries for degenerative disk disease which was aggravated by all the bending over to soak up water & tugging wet towels for removal and cleaning. I am still suffering from this injury as previously stated. I frantically called for emergency service immediately. I also called ****** the tech but could not reach him. The representative, *******, assured me someone would call me back that night. I also let the representative know that the technician, ******, was scheduled to return on Tuesday, April 27 to replace the foot jet housing. I wanted to insure this new problem was on the repair ticket so *OTH issues could be addressed the same day if possible. I did not know if the leak would be handled by a different technician. I did not get any sleep all that night waiting for service to call me back. No one ever called me back that night as promised. I called emergency services early Monday morning 4/26/21 and spoke to several representatives. Their objective was focused on getting their team out to assess the damage within a week. At this juncture I wanted to let the company know I injured myself as a direct result of this leak. I was hopeful that someone would apologize and compensate me for these damages . I kept reiterating I had already cleaned up the water. I didn't n*** anyone to come out to my house 3 weeks after the flood. More importantly I told the rep I was leary of having multiple people in my home due to the pandemic. The rep was very rude and condescending, stating "The pandemic is over, read the news, get over it" and hung up on me. Unbelievable. As we now know the pandemic is worse. ****** was very apologetic.He performed all the tests on 4/27/21 and concluded the leak was caused by the foot jets. He stated that when the tub was installed on March 8, 2021, apparently an excessive amount of glue had been used & plugged up the jets. This caused the initial problem of the jets not working properly. The glue then dislodged & that caused the leak. ****** verified this by showing me the water stain on the concrete floor directly under the foot jet housing. I also showed him my video..****** was very thorough & appeared to have fixed the problem. I waited one week before using the tub again. It SEEMED to be working properly after one use. He also assured me he would prepare a detailed report for my records and that his supervisor would remit to me in a couple of days. I never received the report. *y this time I had to travel out of state again, so I did not use the tub. I was only able to use the tub intermittently 4 times between April 2, and May15 for this reason. After not receiving the report since ****** repaired the tub, I reached out to Mr. **** *****, the salesperson on May3rd. This was after numerous unsuccessful calls to the various 800#s. I felt the representatives just kept passing the buck. They were unapologetic and grievously minimizing the leak. I was incensed at this trivialization, since it caused me severe personal injury from which I am still trying to recover. The leak trauma coupled with the stress of the pandemic has put me under extreme duress being a disabled senior citizen. Mr. ***** promised to contact **** ****** at ** M*T. I emailed Mr. ****** on May 10th. and explained my situation. Finally on May 11th, I received a one line response email from Mr. ****** stating he had been out of town. This was unacceptable to me having spent $15,500 for this tub investment. At minimum, a large company like Safe Step should provide timely service & communication, as well as have back up plans and staff to address a customer's n***s especially if an emergency like a leak arises. Much to my further dismay, upon reading the Installer Service Completion Certificate that Mr. ****** attached, many of the details the technician ****** had communicated to me were suspiciously left out. The report was not comprehensive. It did not chronicle everything ****** had assessed and diagnosed. The report only stated " *eplaced the foot jet that was in issue after I cut all the lines and replumbed the supply lines. Most importantly there was NO mention of the LEAK !! Additionally there was NO mention that the over glued foot jet CAUSED the leak, which potentially was improperly installed or was of inferior construction. Apparently there was a lack of quality control measures as well. Additionally the picture of the water stain on the concrete floor under the foot jet housing that corroborated ******'s conclusion was OMITTED. For some unknown reason this documentation was not included in the warranty report. I suspect the tech was instructed to delete it to absolve Safe Step of liability. I was incensed and felt this was an obvious coverup to leave out vital information. I immediately tried to contact ****** to no avail. I then contacted Safe Step multiple times between 5/12 and 5/26 to ask why this information was omitted. I also requested that they contact ****** for the discrepancy. I was informed ****** ( mysteriously) no longer worked for the company. This further cemented my belief that the report purposely omitted details to absolve Safe Step of any liability to me as a customer. This was also suspect to me because ****** had informed me he was the ONLY service technician in the entire region. I then escalated my concerns numerous times with several customer service representatives within the Safe Step organization. I spent countless hours trying to get someone at Safe Step to listen and HEA* my grievance.I was often transferred and no one was available to take my calls, or the line would disconnect. Again, the buck was continuously passed around. I wanted to ensure no other customer had to endure this type of trauma. Equally as important, I wanted to ensure that I could feel confident that I wouldn't have any further leaks due to faulty installation. Moreover if a leak occurred I would get swift service. Finally on May 27, *********** HEA*D me. She was very thorough and helpful. Ms. **** connected me with Safe Step in house attorney ***********. I spoke with him on 3 occasions and thoroughly explained the problem I encountered, as well as the mental and physical stress I suffered as a result of the tub leak. I also emailed him the same 6 or 7 video clips I had submitted to Ms. **** evidencing the flood from the tub leak. I also included a picture of the water stain on the concrete floor beneath the right foot jet that ****** the tech stated proved the leak came from the faulty foot jet. Again, for some unknown reason this documentation was not included in the warranty report. As a good will gesture for all my distress, I requested a credit off my purchase price to compensate for all my trouble. I expressed I would consider this credit as a fair remedy. He stated he would investigate and get back to me. On May 28, 2021 Mr. ***** called me and initially offered $300 off my purchase cost that he could issue in a check. I asked him to reconsider this low ball offer. and then he offered $600. I was asking for a MINIMUM of $1000 credit off my bill. He stated they would have to issue me a check because *********, the finance company, couldn't issue credits against the balance owed. I reiterated I was requesting a $1000 minimum at least 7 times in our conversation. I considered this to be a reasonable request. I asked him if leaks were common with their product, to which he replied my situation was uncommon. He gave me the sales pitch stating that they have sold over 230, 000 tubs with maybe 20 customers experiencing a leak. He further elaborated these leaks were caused by customers overfilling the tub or not latching the tub door properly. I responded that was not the case in my tub leak. I felt he was glossing over the incident as well. He did not counter the offer to my disappointment. I was insulted by such a low offer. In my estimation, $600 did not adequately represent the trauma I endured as a result of their faulty installation. It was a slap in the face. Mr. ***** explained he was not authorized to offer more because the $600 would be the amount they would have paid a 2 person water cleanup company team to vacuum up the water. I retorted that this was no comparison to one disabled person with no professional equipment trying to clean up a flood. He further stated that there is NO emergency service on the weekend! They can only provide this service if a leak occurs Monday through Friday. That is preposterous! I was in total disbelief. No one can predict when a leak or any other issue may arise. The only conclusion that can be drawn from that statement is that a customer is taking a serious risk if they use their product on the weekend, because no customer service is available. I was NEVE* advised that I should restrict my use of an $15,500 tub to weekdays because that is the only time customer service can come out to address any problems. I told Mr. ***** I CE*TAINLY would not have invested in this Safe Step tub knowing maintenance service is only available Mon-Fri and not on weekends. I was absolutely horrified. We ended the conversation with him assuring me that he would "see what he could do", and that he would mail me a release letter. He explained the release letter was to guard against customers accepting one amount as a settlement then asking for a higher amount in the future. On June 1, I received the following email from Mr. ***** : "Dear Ms. *****************, I am writing to follow up on our last conversation. The authority I have to issue you a refund check remains at $600.00 We do appreciate your input on the events surrounding your leak, and this is what lead us to the decision to double what we would normally pay for the work. I am glad everything is working now and you can fully enjoy your walk -in tub. I have attached a draft *elease that I will send to you via *****. Please contact me if you have any questions or comments. Thank you. ***********" I was highly insulted. There was NO apology. I NEVE* told him everything was working properly. I stated the problem SEEMED to be corrected, but I am still very nervous and suffer anxiety about using the tub. I am fearful of another leak every time I use it. My health can not withstand another episode like 4/25/21. NO!! I AM NOT enjoying my $15,500 tub the way I expected. The only way I can figure out how to alleviate a repeat of the lack of service I received on Sunday 4/25/21 is to restrict using my $15,500 tub to weekdays. That is a ridiculous notion for such an expensive investment. On June 5 2021 I received a settlement statement ******* from Mr. ***** including a lengthy subrogation clause that would restrict me from further discussion or remedy from this settlement, thereby constraining my rights. I was speechless.This is not what he explained in our phone call. The language was so convoluted and confusing. It was on faded mimeographed paper. I was not comfortable with signing this settlement. More importantly I certainly didn't want any retaliation because I had filed a complaint. I emailed him back immediately stating I would not sign this document. I expected to have my concerns readdressed and to date my calls remain unanswered. Lastly, I decided to review the literature in the installation packet again for my own clarity. There is no reference to SafeStep's SPECIFIC policy on tub leaks. I read the packet thoroughly when I applied for the tub. I have called numerous times to get the specific page in the literature which addresses tub leaks to no avail. I was only advised I have a full life time warranty that includes leaks, however no one could direct me to the exact page. In my latest call on 9/8/21,the representative *** affirmed the service team would come out on ANY day for a flooding issue emergency, contrary to what Mr. ***** told me. There appears to be a distinct discrepancy about coverage for an emergency leak on weekends. Again, this lack of clarity disturbs me because it is not in writing and I am very afraid if another leak occurs it may not be covered. At one point in the conversation, *** even told me there was no record I had ever had a leak! I had to press the issue further before *** finally confirmed the leak on 4/25/21 and my correspondence with Mr. *****. She assured me Mr. ***** was working on the matter. When I told her I had not heard back from him since I replied to his email on June 1st, *** then informed me Mr. ***** did not have any further notes on my case. I continued to express my dissatisfaction with Mr. *****'s offer and I asked for my concerns to be further escalated to a higher authority. I called back several times on 9/8/21 and 9/9//21. Finally on 9/15/21 a representative named ***** called me. He was very rude, condescending and argumentative. He stated he was calling me per a memo from ***********'s office because I refused to sign the release after " I had accepted" their compensation offer of $600. I told him that was not true, that I never accepted $600 and that I had requested a minimum of $1000 for my time, injury and inconvenience. I also advised him that the language on the release was not what *********** had stated or explained to me. I was not willing to give up my rights to offer my opinion or write a review on Safe Step Tub Co. for $600. He proc***ed to minimize the tub leak, comparing it to a coffee pot, toaster or refrigerator malfunction that a homeowners insurance policy would usually cover; that Safe Step was not obligated to offer me ANY compensation! To add further insult, he stated he did not know whether I was being truthful, he doubted if I made $1000 in a week and therefore did not know if $1000 was justifiable. My reply to him was that the video speaks for itself. When I asked if I should expect him to contact me back with their decision, ***** told me he would not be calling me back. At that juncture I told him I felt we were at an impasse and ended the call. I still do not have an amicable resolution. I still do not know Safe Step's policy on leaks and no one can verify whether I can get emergency services 7 days a week. This is preposterous!! I now feel forced to outsource my complaint since SafeStep will not HEA* me. I do not feel SAFE with Safe Step Tubs. In summary, telling a customer that if a leak occurs on a weekend they can not provide a service call is absurd. To add insult to injury, thinking any customer should settle for $600 off an $15,500 tub for a major leak that is not the customer's fault is ludicrous. Where is Safe Step's integrity? Where is their sense of accountability and responsibility for their product ? Never received a formal apology! This is shabby customer service. Again, I would NOT recommend Safe Step Tub Company or its affiliate companies to anyone because of what I consider to be unscrupulous business ethics. DESI*ED Compensation: $2000.00 *egrettably, Mrs. ******* ***************** *********, *a. 30016 ***Please correspond ONLY via EMAIL***

  

  Business response

  02/03/2022

  Consumer Response /* (3000, 5, 2021/10/20) */ Good evening, Ms. ******, Thank you for your email. Please find attached additional information in regards to my claim above. Please see the attached email trail. After I submitted my claim to you, Safe Step did reach out to me after several weeks of no communication. I was offered $1000 compensation for my claim. I had previously requested $1000 as a MINIMUM renumeration for my injuries and inconvenience. Safe Step is now requiring me to sign a release that states their company will no longer provide ANY work on my $15,500 investment. Release is attached at bottom of this email. This negates the lifetime service warranty I was guaranteed This is in violation of my rights. *indly email me that you received this additional information. You may use my complaint in your reviews to hopefully help other customers. Please do NOT publish my name. I desire to remain anonymous. Thank you for your intervention in this matter. ************************ *usiness Response /* (4000, 7, 2021/10/28) */ While we are always disappointed when a customer complains of a negative experience with us, we are compelled to directly address the claims made in this complaint. On Monday morning, August 26, 2020, at 8:42 a.m., we documented that the customer had complained about a water leak occurring the prior Sunday evening. At that time, customer noted that we had a service technician scheduled to come out the very next day to inspect her foot jet. We have no documentation that any injuries were reported and we disagree in the strongest possible terms regarding the customer's allegation that the customer service representative was rude or condescending in any manner or that the representative hung up on the customer. As scheduled, the very next day, Tuesday August 27th, the service technician completed the service call. The customer signed the service completion certificate and noted no objections to anything set forth on the report, which is in stark contrast to the claims now made in her complaint. Moreover, service calls are performed on the weekends contrary to the assertions made in the customer's complaint. Regarding the water leak, based on the account received, our procedure would be to retain a water remediation company to perform the work. We offered this service to the customer but the customer responded that she just wanted money off the balance of the walk-in tub. A conversation was had with customer regarding compensation. First, we apologized for the inconvenience sustained during the water leak. Second, an agreement was reached with the customer that $600.00 represented a fair and reasonable amount for this inconvenience. At the end of the conversation, the customer then wanted the settlement amount changed to $1,000.00 and she was informed that we would respond in writing. Third, it was explained that a Release would be sent to the customer and once it was endorsed and returned, a check would be issued. The Release sent to the customer is a generic form Release used in some format by numerous companies. The customer refused to sign the Release. Subsequently, customer called wanting to renegotiate the amount of the settlement. Customer also wanted to have a provision of the Release deleted related to filing complaints with entities such as the *etter *usiness *ureau. In the interest of customer goodwill, we agreed to increase the amount to $1,000.00 and delete that provision. Now, customer wants $2,000.00 as compensation and claims that the Release somehow terminates her lifetime warranty. Notably, the Release can be searched in vain for any such language that it negates any warranty. Most significantly, the ******* language of the Release directly contradicts customer's claim regarding the warranty. The second full paragraph of the Release states as follows: This is a final settlement. Customer's Lifetime limited warranty remains in effect and is not altered or changed by this Release. The referenced Release is attached and is incorporated by reference into this response. We have at all times acted in an ethical and professional manner regarding this customer. We would respectfully suggest that this complaint be evaluated by the very clear fact that customer's claim regarding the warranty being terminated by the Release is directly at odds with the ******* language of the Release. Our offer to bring this matter to a conclusion after receiving a signed Release remains pending. Under these circumstances, we will not renegotiate the prior agreement regarding the amount of compensation offered. Finally, customer has made no other requests for service since April, 2021. Consumer Response /* (3000, 11, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to be hesitant to sign the generic release form sent to me by Safe Step. The generic release form sent to me seems to limit my actions if I have any FUTURE issues with my tub. I have included below, the entire context of the Release agreement. I have edited the parts of the release in CAPITAL LETTERS with language that I would be willing to sign. As for the amount of $1000, I will accept that amount only if the release form is edited to include the specific date of the APRIL 25, 2021 incident. The leak occurred on APRIL 25, 2021; not on AUGUST 27, 2021 as indicated in Safe Step's response. I will wait for Safe Step's response to your *** office. I presume Safe Step will mail me a new Release form with the edits I am requesting. ************************ GENERAL RELEASE AND HOLD HARMLESS AGREEMENT ************************, 27********** **. *********, ** 30016(Customer) entered into a contract with Safe Step Walk In Tub, LLC(hereinafter Safe Step Walk In Tub ) for the purchase and installation of a Safe Step Walk-in tub. To settle all claims that Customer may have with Safe Step Walk In Tub, RE**RDING THE TU* LEA* THAT OCCURRED ON APRIL 25, 2021,Customer agrees that Safe Step Walk In Tub will refund One Thousand Dollars($1,000.00). NO FURTHER CLAIM WILL *E MADE *Y ************************ FOR ADDITIONAL COMPENSATION from Safe Step Walk In Tub RE**RDING the LEA* THAT OCCURRED on April 25, 2021. This is a final settlement. Customers Lifetime limited warranty remains in effect and is not altered or changed by this Release. Customer hereby releases, acquits, and forever discharges Safe Step Walk In Tub and any of its officers, directors, shareholders, employees, agents, attorneys, successors, affiliates, parent companies, subsidiaries, and assigns, including Safe Step Walk In Tub, LLC (collectively referred to as Safe Step Walk In Tub), from any and all liabilities, actions, manners of action, causes of action, suits, debts, sums of money, accounts, bills, covenants, contracts, controversies, agreements, promises, damages, judgments, claims, administrative claims, claims for attorneys fees or costs, damages to home/property/staircase, and/or demands whatsoever, both known and unknown, in law or equity, which Customer has or may have against Safe Step Walk In Tub through the date of this General Release and Hold Harmless Agreement, ONLY AS IT APPLIES TO THE LEA* WHICH OCCURED ON APRIL 25, 2021. Customer acknowledges that this matter has been fully settled to Customers satisfaction. This General Release and Hold Harmless Agreement is for the purpose only of settling a dispute between the parties and is not an admission of any liability or fault whatsoever and shall not be treated as or deemed an admission of liability by Safe Step Walk In Tub for any purpose at any time. Customer acknowledges that he or she has read this entire General Release and Hold Harmless Agreement, that his or her counsel had the opportunity to read and review this General Release and Hold Harmless Agreement, and that he or she is legally competent and authorized to enter into this General Release and Hold Harmless Agreement on his or her behalf, and that he or she fully understands its provisions, is satisfied with them, and has signed his or her name of your own free will and without distress or undue influence. ________________________________________________________________ ______ ____________ Customer Signature Date *usiness Response /* (1000, 15, 2021/11/16) */ We will send another Release to the customer in an effort to resolve this matter. Consumer Response /* (3000, 25, 2021/11/29) */ Please be advised I have not heard back from SSTub since my last email to the company on 11/21/21. On 11/17/21, I responded directly to ***** *****'s email dated 11/16/21 regarding their Revised Release. I did NOT agree with the language and did NOT sign. I informed him I was submitting an attached EDITED Release in RED with specific stipulations I would be willing to sign. SSTub apparently ASSUMED I would sign their Revised release, notifying *** that the case was closed. They jumped the gun! As soon as I saw this entry on 11/23/21 I contactedd *** with a copy of the emails AND my EDITED Release in all CAPS which I would be willing to sign in order to close this case. This has taken way too long since May to settle. I feel the company is stalling. There should be a deadline for the company's response. It has now been 8 days with no communication. Would you please reach out to SSTub again? Would you inquire if they will honor my terms in the EDITED Release and ***** the NEW Release with return envelope for my signature, so they can remit my $1000 refund check as ***** ***** stated? This is NOT GOOD *USINESS PRACTICE!!. Thank you, Mrs. ************************ *usiness Response /* (4000, 27, 2021/11/30) */ We will provide the customer with a revised release before tomorrow. The Release that was previously sent did not release future claims, as was her concern. Nonetheless, we will make further revisions in an attempt to bring this matter to a close. Consumer Response /* (2000, 29, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) PLEASE NOTE: I did receive a newly Revised Release in an email from Mr. *****/ Safe Step Tub on 12/1/2021 below which I WILL ACCEPT AS LONG AS THE **PRESS LANGUAGE I AGREED TO IS IN THE NEWLY REVISED RELEASE DOCUMENT. I am awaiting the hard copy to be *****ed: *************************************************** Ms. ****************, I have attached another revised Release. Please let us know if you have any objections. If not, we will send you a hard copy via ******* *******. Thank you. ***** ***** ********************************************** GENERAL RELEASE AND HOLD HARMLESS AGREEMENT ************************, 27********** **, *********, ** 30016 (Customer) entered into a contract with Safe Step Walk In Tub, LLC (hereinafter "Safe Step Walk In Tub") for the purchase and installation of a Safe Step Walk-in tub. To settle all claims that Customer may have with Safe Step Walk In Tub arising from a water leak on or about April 25, 2021, Customer agrees that Safe Step Walk In Tub will refund One Thousand Dollars ($1,000.00). No further work will be performed by Safe Step Walk In Tub. No further claim will be made by Customer for additional compensation from Safe Step Walk In Tub regarding a leak that occurred on April 25, 2021. This is a final settlement. Customer's Lifetime limited warranty remains in effect and is not altered or changed by this Release. Customer hereby releases, acquits, and forever discharges Safe Step Walk In Tub and any of its officers, directors, shareholders, employees, agents, attorneys, successors, affiliates, parent companies, subsidiaries, and assigns, including Safe Step Walk In Tub, LLC (collectively referred to as "Safe Step Walk In Tub"), from any and all liabilities, actions, manners of action, causes of action, suits, debts, sums of money, accounts, bills, covenants, contracts, controversies, agreements, promises, damages, judgments, claims, administrative claims, claims for attorneys' fees or costs, damages to home/property/staircase, and/or demands whatsoever, both known and unknown, in law or equity, which Customer has or may have against Safe Step Walk In Tub arising from a water leak on or about April 25, 2021 and only as it applies to the leak which occurred on April 25, 2021. Customer acknowledges that this matter has been fully settled to Customer's satisfaction. This General Release and Hold Harmless Agreement is for the purpose only of settling a dispute between the parties and is not an admission of any liability or fault whatsoever and shall not be treated as or deemed an admission of liability by Safe Step Walk In Tub for any purpose at any time. Customer acknowledges that he or she has read this entire General Release and Hold Harmless Agreement, that his or her counsel had the opportunity to read and review this General Release and Hold Harmless Agreement, and that he or she is legally competent and authorized to enter into this General Release and Hold Harmless Agreement on his or her behalf, and that he or she fully understands its provisions, is satisfied with them, and has signed his or her name of your own free will and without distress or undue influence. ______________________________________________________________________ ____________ Customer Signature Date *************************************************** Please see my attached email response below: Mr. *****, Yes, I approve. Please proceed with *****ing me the hard copy of the newly Revised Release which I will sign. Please enclose a return ***** envelope for me to remit my signed acceptance. Lastly, please mail my $1000.00 refund check via ***** as well. *indly email me that you have received my response. Thank you for your attention in this matter. Mrs. ************************** Consumer Response /* (131, 34, 2022/01/18) */ As of January 18, 2022, I have NOT received the $1000 refund check I was promised. The last correspondence I had with Safe Step Tub was an email from ***** ***** on December 1, 2021. I received the Release form on 12/11/21 via *** ** and mailed it back on 12/14/21. I checked the ***** Tracking and it was delivered /signed for by *. ******* on 12/22/21. While I understand it may have been delayed due to the holiday season, this delay is unacceptable. I have been trying to get this resolved since April 2021. WHERE IS MY CHEC*??? I need communication from Safe Step Tub when my check was mailed with tracking information ASAP. Not good customer relations. I HAVE *EEN MORE THAN PATIENT!!! *usiness Response /* (1000, 39, 2022/01/24) */ After receiving the Complaint, we were able to locate the Release. A check was ordered on January 19, 2022. We use an outside vendor to process our checks and they are then sent via U.S. Mail. It may take up to 10-14 days for the check to be received. We would request that Ms. **************** please contact us if the check is not received during that time period. We apologize for the delay. Consumer Response /* (3000, 41, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is now preposterous! Why did Safe Step Tub need to "locate" the Release after receiving the complaint per their response to *** on 1/24/22? The complaint originated on 10/19/2021! I mailed the Release back on 12/14/21 in the ***** envelope they provided! It was delivered and signed for by *. ******* on 12/22/21. Don't they log in their mail? Now they are alleging that my check was just ordered 1/19/2022. This is a full month later. Looks like someone dropped the ball, A**IN! *ased on this information I can't reasonably expect to receive my check until mid February 2022. I believe SSTub is stringing me along, hoping I will retreat and go away. I WILL NOT GO AWAY!!. POOR, unprofessional business practice with no integrity. Again, I can NOT recommend any customer to Safe Step Tub!!

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $12,465.00 Contractor (Plumbing for ******* Aaron XXX-XXX-XXXX and Angel XXX-XXX-XXXX) had no idea what the renovation included. After a leaking window we were told they don't do windows. In a hurry the whole time they were here. They left a mess in the driveway, basement and one person vomited in front yard. Broke toilet and it leaked in basement after salesman said they would need to remove it. We paid for toilet repair. Chipped paint on walls, baseboards, cracked ceramic floor tile and broke toilet paper holder. We had to sign that everything was done to our satisfaction but had to wait 48 hours to use. After repeated conversations and them not showing up we told them to fix the leaky window. Again was told they don't do windows and were told the window needs to be replaced.

  

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/10) */ We spoke to the customer on October 5th and all issues have been resolved with the exception of the window. We requested that they obtain an estimate to repair/replace the window and forward it to us. Consumer Response /* (3000, 7, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Safestep never agreed to correct problem. I was told to get estimate and then they would decide if the window repair or replacement would be covered. He (James) would have to take it to his superiors to see if it would be approved. I was never given a definite answer! Business Response /* (4000, 9, 2021/10/20) */ A service call has been scheduled for today to repair the window issue.

*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. ↩