ComplaintsforSafety Tubs Company, LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaints are related to the install process, not materials nor misrepresentation. I have extensive photo evidence which I'll hold for arbitration before the bench, if that's what it takes. Problems began with a poor handling of expectations between the sales/signing and install. There doesn't appear to be a process to review plans/measurements prior to production, a process which sends all discrepancies down-river to the installer to solve. In our case, the wrong dimension of material was produced resulting in delays while replacement parts were shipped. Very likely, American Standard/Safety Tubs LLC would do better to send more than one person out on a job of this size. There were detail errors towards the end of long solo install days which might have been remediated by not exhausting a single individual installer: missing/wrong caulking; forgotten screws; forgotten holes; improper crimping; bad drywall hanging; awful drywall repair attempts. With most cosmetic issues resolved, we now have a leak behind a sealed wall which is presenting itself by leaking into a room below. This means that the rest of the house is being actively damaged because of poor workmanship, with repair costs far exceeding the sale. As a Class, customers of ********************** showers might not usually have the energy to pursue remediation, so sloppy workmanship followed by a passive warranty repair reporting and response process are likely overlooked to some statistically satisfying degree. Only discovery would show that this is intentional. I have plenty of energy to pursue remediation.

  Business response

  06/20/2024

  We regret anytime our customers are dissatisfied with the products, workmanship or process to acquire same. The completion certificate signed by the customer indicates they were satisfied with the products and installation. The customer has not contacted customer care center *************, option 2)  to share any issues, dissatisfaction or ask for assistance. We stand behind our products and workmanship. We have provided our customer with a limited lifetime warranty that covers workmanship and product defects. We will reach out to the customer to offer warranty assistance. 

  Customer response

  06/20/2024

  I am rejecting this response because the response is disingenuous. The warranty claim process provided post-sale involves sending a letter to an address in ***** as the only path for raising an issue, concern, or claim. In no portion of the materials provided by Safety Tubs is there a mention that contact to a toll free line is a path to any resolution.
  Indicating that the Certificate of Completion process milestone tool is somehow a comprehensive acknowledgement by the customer is also disingenuous. I doubt that it has survived any test in court. To suggest that every installation defect, major or minor (eg hidden behind a wall) was discovered immediately in the last minutes of an installation day is preposterous. Frankly, it's offensive that it was mentioned at all in response to a legitimate and ongoing claim where a water leak in the shower valve or crimping behind the shower surround is damaging a significant portion of the rest of the home.  How would a customer know this in the circumstances when that document is presented? 

  I do not accept this response. 

  Business response

  06/20/2024

  We appreciate the customer sharing their opinion. The account has been up-dated. It appears that our customer service rep was able to speak with the customer, we have opened a service ticket and the repair agent has or will be reaching out. Additionally the regional manager is aware of the complaints and has spoken with the repair agent. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I purchased a American Standard Home Services shower install on January 22, 2024. The cost was $16,200.00 The install occurred on or about February *****, 2024. Unfortunately, the install was fraught with problems and the process was a very negative one for me causing worry, anxiety, and expense. The install entailed faulty plumbing which caused flooding from the pipes of the shower into the sub-floor, and leaking through the insulation under the subflooring and flooding into the crawl space under our house. American Standard did very little to remediate the flooding. I had to set up heaters and fans under the house and into the space housing the plumbing behind the shower wall myself. Wet insulation under the subflooring was removed to facilitate drying of the floor. The insulation has not been re-installed. In addition, one of two grab bars ordered did not arrive. The grab bar that did arrive was returned as I did not like the design. I have called the main office in *************, ** four times to address these issues and promised a response. No response. I was given the names of *************************, regional manager, and ***************************, warranty service manager. No response. I would like: 1, Refund of two grab bars at $70 each=$140. 2. Compensation of $100 for energy bill to run 2 heaters and run 2 fans for 10 days. Compensation of $260.00 for extra work involved in operating heaters and fans and in installing new insulation to replace the water damaged insulation. Total is $500.

  Business response

  06/20/2024

  We are reviewing your claims. We regret that you have had a negative experience and will strive to correct any issues related to a defective product or workmanship. An appropriate team member will respond with-in the next 3 business days. 

  Customer response

  06/26/2024

  I have reviewed the business response and accept this resolution. I accept the following resolution by American Standard Home Services:  

  
  From: *************************** <****************************************;
  Sent: Thursday, June 20, 2024 11:32 AM
  To: ********************** <**********************>
  Subject: American Standard Refund Release
  
  Customer(s) Chanti, ****** has claimed that the company owes customer(s) relating to the installation of a SHOWER at the address of ******************************;******, OR 97437.
  
  Company has agreed to provide Customer the amount of $1,826.00 for product that wasn't installed, services required after a leak was resolved, and general dissatisfaction with the timeline to resolve issues.
  
  Customer agrees that with the receipt of payment, no additional fees, payments, financial or other recognition of any kind is due to the customer. This matter is closed.
  
  Customer responding I accept to this email states they have the authority to accept payment and agree to conditions on behalf of all parties listed on the Agreement dated 6/20/2024.
  
  
  
  --
  __________________________
  LIXIL
  
  ***************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2023 a salesman came into my elderly mothers home and financed her for a walk in tub. My mother, the sole applicant for the tub who has dementia and lives on social security alone. When my siblings and I found out about the tub and saw the poor workmanship that the company had done, the $21,000 bill and the subsequent leaks in their plumbing that this has caused, we were irate about to say the least. As the *** for our parents we have opened up a case with the financing company Greensky. It has been several months now and every update I receive is that Safety Tubs isn't answering all the questions that are being brought before them. The application was done remotely through an app with the Safety Tubs salesman, and it stated their income was $8,200 a month. That's $98,000 a year! My parents, together, living on social security and a small military retirement barely even make $30,000 a year combined! My mother was the sole applicant and she is responsible for less than half of the household income!Safety Tubs has taken advantage of yet another senior citizen. Not to mention one that has a clear cognitive disability! They left their bathroom looking worse than how they found it which is a direct misrepresentation of their services and workmanship that they boast about on their website, as well as contracts. The tub installation has now caused other various plumbing issues. We have had a reputable plumber out and they verified that the issues and leaks they are seeing are directly related to the tub installation. We have had to pay a local, reputable company to come and fix various plumbing issues since this install, again with VERY limited funds.

  Business response

  06/08/2024

  We regret that there is any dissatisfaction with the sales and or installation process regarding the customers purchase and will always attempt to provide clarification when requested by the customer. If there are product defects workmanship issues these are covered by the limited lifetime warranty and a customer may call customer care @ ************ to request assistance. If the issue is with the finance company's decision to approve finance for the purchase we would recommend the customer contact their loan ********************** directly to discuss how that decision was made. In this case it appears that has happened. Unfortunately the person who has filed the BBB complaint does not appear to be a customer and therefore we are unable to respond in more detail regarding the complaint at this time. 

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered the shower conversion 4/16/24 paid deposit. Installers finally came on 5/16/24 but never completed the job. No hot water. Not all parts ever received. Unable to get any answers, nor can I contact anyone and get answers. But they have been paid $15,000+-. Unbelievable BAD customer service, installation service, etc. No effort from contractor or their subs to answer questions or resolve the problem. In the meantime my home was left so dirty that I had to hire a deep cleaning company to make it liveable.

  Business response

  05/30/2024

  The completion certificate signed by the customer indicates that the project was completed on May 17th. We have followed on the service request on the 29th. We do regret that the responses have not met the customers expectations. However, management is updated and is following up on next steps and a service warranty representative will be in touch in the next 48 hours. 

  Customer response

  05/31/2024

  I am rejecting this response because:   there statements are blatently false.  The job has never been completed but was left with a shower pan that is the wrong size and to which the shower walls cannot and havenot been attached. After another long delay with no hot water at all in the shower. Hot water is now available however the valve is somehow reversed with the access also reversed Such shoddy work, and no communiciaion or explanation or promise of fulfillment

  Customer response

  06/11/2024

  ************************* who I believe is the regional manager for installations did finally come himself to see for himself and agreed that I had been left with a mess.  He also explained the reason for the mess and offered to do a retrofit sort of solution---which he did.  Although I now have an acceptable, sort of working, shower not everything has been addressed.  Yes, I now have hot water, the valve (which is behind the installed shower panel) was installed incorrectly so hot and cold are reversed.  ***** advised that could be done, but would be long and difficult to get access to it.  Understandable.  So, not wanting to undergo anymore work in my house, I simply said that I could live with the hot/cold.  ***** was extraordinarily helpful and did leave me 'satisfied' with what we agreed was the best possible outcome.

  So now my position is simply that, for whatever reason, the shower is not what was originally promised.  No one ever even looked at all the problems. Instead every one who came addressed what they thought would help only one issue, So I would have to call again, and again, and again----until ***** actually came himself, saw and explained the reasons, and fixed them to what he assured me was the best way possible.

  I now have a working shower, I agree.  Is it what I was promised? No. Did I accept?  I had to or undergo how much more disruption in my life!  That is why I am demanding some agreed to compensation.  However, as usual, no one has contacted me to discuss this.  In fact, until I put a hold on my payment----my problems were  never addressed.

  Business response

  06/18/2024

  We regret that we have been unable to satisfy our customer with prior ******************** provided. However actions are being taken to address current issues. Unfortunately as some product must be custom built a slight delay will be required for production. The customer care manager is personally overseeing the required actions.  We thank you customer for her patience. 

  Customer response

  06/19/2024

  I appreciate the response, and have at last been contacted.  I am now awaiting more specific information from the company before I can make any decision as to the next steps available that will be acceptable

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid ******* on March 18, 2024 to get the job started. The balance ********* was paid when the job was completed on April 01, 2024. Way over a month ago!It took the man (*************************) 3 days to install a walk in shower. He said when he left that he just did the calking and we had to wait 24 hours to use the water so the calking would dry. When we tried it, the big shower head worked but would not change over to the side shower so we could sit down and take a shower. We have called these people a hundred times and has not done any good. First they needed a part, that came in and some guy we never saw before came out and found that was not what we needed. He stayed on the phone with ****** (who will not speak to us) and promised they would be out this week to fix it. They have not only not come back but have not even called.I called American Standard again this morning and once again, they were going to get back to me! My wife has a pain pump in her hip and this was to help her sit down to shower. Please help us. Thank You, ***************************

  Business response

  05/16/2024

   We sincerely regret the delay. A prompt and reliable response is always our goal. We have escalated your issue to senior manager for field service repairs to review and address promptly. 

  Customer response

  05/17/2024

  I'm sorry but we have not heard anything from American Standard either by phone or mail.

  Customer response

  06/13/2024

  They sent a man from ********* Thursday the 6th of June. He fixed it in 30 minutes!!!! After going thru 2 months of complaints. They even sent 2 men from Roto Rooter out here. They spent 3 hours trying to fix it and finally gave up! I'm not sure we would have ever gotten it fixed if not for your help!  Thank you so much. ***************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 1, 2024 we had a tub to walk in shower conversion done. The installer mis cut the largest shower wall and tried to cover with approximately a 4' long 1 1/2" wide wedge slid in. They did not tell us of the incorrect cut and the improper fix to try and cover up their error. They also damaged our ceiling, door frame, corner wall outside of bathroom area and also gouged our bedroom door. We were home while work was being done and questioned the mis cut and were smiled at and told it was ok and would not be noticed. It is extremely noticeable. I DID NOT agree to this work being completed to our satisfaction. I have made many many calls and texts to this company and installer and have received only one response from either acknowledging the improperly cut wall board. They have been sent pictures of all damage.

  Business response

  04/17/2024

  Service repair management is following up to address the delayed response. We do apologize and appreciate your patience. Please call us @ ************ and request to speak with the customer service manager for additional support. 

  Customer response

  04/25/2024

  I am rejecting this response because:   I have yet to have any contact from this company. I am feeling ignored and have had no satisfactory contact from the company I signed a contract with. I have become angry and impatient and I am feeling like i have been scammed!!!

  Business response

  05/01/2024

  The customer account reflects a scheduled service date. We thank the customers for their patience  as we strive to provide the best resource possible to address the warranty service needs. We recommend that if there are other questions or concerns please call ************, option 2 and ask for ******. 

  Customer response

  05/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a new walk-in shower installed on October 23,2023. On March 16th my wife was cleaning the shower. While wiping down the wall at the base, the wall pushed away and left an opening of about 8 inches. They had hardly any caulk used for a seam. I called their number ************ and left a message. The shower has a lifetime warranty. So after only 6 months we are starting to have an issue. I did not get any phone call from them. I made a 2nd call on March 22nd and spoke to ******. He said that he would call me right back. HE NEVER DID. I called again on the 25th then spoke to ****** who then sent me to ******. I told him that he never called me back. He said that he called ******* (the installer) and that ******* was to call me. I shared with ****** that he has until Saturday March 30th to have this done and if not that i will contact the Better Business Bureau. He said that you don't have to make any threats. I said that if the shower leaks and we get stains on the ceiling in our living room that you will replace the ceiling. He said I won't pay for anything. About 5 minutes after our conversation, ***************************** called me (the installer). I thanked him for calling me. I said that ****** said that he left you a message to call me on Friday. ******* told me that he was out of town and had no cell service. SO ****** LIED TO ME. I also shared with ******* that he has until this coming Saturday to have this caulked or I will contact the BBB. He said that he has to order the caulk. You would think being an installer that he would have caulk on hand. I told him that he better put a rush on it and have them ship it overnight. It's like they don't even care. Here it is Saturday March 30th and i did not get a phone call from *******. BBB please put a rush on this so we don't get our walk-in shower leaking and that we get water or stains in our ceiling in our living room.

  Business response

  04/04/2024

  Our records indicate your project was completed 09/23/23 to your satisfaction. While we cannot guarantee you will never have an issue we back our work and products with a limited lifetime warranty. We regret the delay in response to your warranty service request. We have escalated your comments to the customer care service manager to investigate and assist where possible. Thank you for your patience. 

  Customer response

  04/04/2024

  I am rejecting this response because:   

  They never did answer that they will take care of it. A new install and only 6 months old it is only common sense to have the issue resolved. How they said during our consultation and to order it saying all the product they use is guaranteed. And how they stand behind their work. ******* said when he called me that it is special caulk that he will order 2 tubes. He has not responded back in over 1 week. This is very upsetting.

   

  Business response

  04/24/2024

  Our records indicate that the service warranty request has been completed. Please contact customer care with any further requests. thank you 

  Customer response

  04/24/2024

  A gentleman did come on April 23rd to do the caulking. We are finding out that the base of the back wall is BOWED. You can move your hand over the area and feel it. That is the reason that the caulk pulled away. I did call American Standard at ************, on April 23rd and spoke with ****** and made her aware of the issue. Because it will happen again and again and again. I told her that we want this taken care of and fixed right. She said that she will notify the warranty department. I told her that I want to be informed so i know what is going on. WE ARE VERY UPSET. 

  Customer response

  05/03/2024

  I am rejecting this response because:   

  A gentleman did come on April 23rd to do the caulking. We are finding out that the base of the back wall is BOWED. You can move your hand over the area and feel it. That is the reason that the caulk pulled away. I did call American Standard at ************, on April 23rd and spoke with ****** and made her aware of the issue. Because it will happen again and again and again. I told her that we want this taken care of and fixed right. She said that she will notify the warranty department. I told her that I want to be informed so i know what is going on. WE ARE VERY UPSET. 

  Business response

  05/16/2024

  We regret the delay but currently have a new warranty request in process and material has been shipped to our field repair agent. Once all required materials are available our agent will arrange a warranty repair with the customer. The national service manager has been alerted to our customers last communication for further review. 

  Customer response

  05/16/2024

  I have reviewed the business response and accept this resolution. A company named Pencils Remodeling will be doing the repair. It has not happened yet. American Standard will send them the back wall to replace the bowed one. I'm waiting for a phone call from Pencils Remodeling. They are to give me 2 days' notice so i can take a day off of work. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  in December I seen an advertisement on tv for a walk in bathtub offering a $100 gift card with an in home estimate salesman came out on January 8th.his name was ********************* the tub was more than I expected so I declined the offer but yet to receive the gift card as promised. I called the company a couple of times but never received gift card

  Business response

  04/01/2024

  Thank you for sharing this with us. We have escalated your information to the appropriate person for a response. Please allow up 3 business days for an up-date. However, please note all gift cards were sent via email electronically.  

  Customer response

  04/19/2024

  they have responded but I have yet to receive the gift card as promised

  Business response

  05/16/2024

  A new card is being issued and should be delivered with in the next 5 business days. 

  Customer response

  05/26/2024

  They have not acted on my case they said they would take care of it have not heard anything from them.

  Customer response

  06/03/2024

  They said I should receive gift card in five days as of today 6/3/24 I have yet to receive it

  Business response

  06/25/2024

  A replacement gift card has been provided to the consumer. 

  Customer response

  06/26/2024

  I received an email from the company that they are sending me a gift card by ***** gave me tracking number. Tracking number shows label created on 6/20/2024 as of today that's as far as it got 6/26/2024. You can check it out if you like tracking #  668873051EB81

  Customer response

  07/01/2024

  I have reviewed the business response and accept this resolution. 

  I received an email from the company that they are sending me a gift card by ***** gave me tracking number. Tracking number shows label created on 6/20/2024 as of today that's as far as it got 6/26/2024. You can check it out if you like tracking #  668873051EB81

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had called to have a replaced door due to a crack that was not leaking. It was ordered the second weekend December the technician came out here remove the door, took it with him. The door was not shipped and received back at my home until February 3, 2024 the technician came out last Friday 2 1/2 hours later to realize that the door does not fit. I have contacted American Standard over six times to get absolutely no assistance. *** been told that the manager and or the person in charge of Virginia would call me back within 72 hours its day number four and I have not received a call on how were going to get this resolved , every time I call, I get told that these people, **** or ****** is unavailable and they will contact me. I only have one restroom in my home and one tub which is impossible to take a shower since there is no door. This has been the biggest disappointment ever.

  Business response

  03/22/2024

  we deeply regret the inconvenience and thank you for escalating this issue. A manager has been alerted, will research and follow up with you quickly. 

  Customer response

  03/22/2024

  I am rejecting this response because:   No one from this company has called to resolve this issue.  I have been reaching out for 5 days and still nothing.  Management from this company is the worst.  The manager **** was to call nothing has been heard from him.  ****** the person in charge of Virginia has lied about contacting me on multiple occasions.  The quality of this product must be so poor they are overwhelmed with constant complaints.  I want a replacement ASAP.  From reading reviews this company is horrible.

  Business response

  03/24/2024

  Our notes indicate that our warranty coordinator attempted to reach the customer but received a message that the line is busy and we were unable to leave a message. We sincerely regret that delay. The customers issue was escalated to product manufacturing for best solution. Service will attempt to reach the customer again Monday. 

  Customer response

  03/25/2024

  I am rejecting this response because:   No one has ever reached out to me to discuss what the next steps are to resolving the repair of my tub. This is a cell phone. They can leave me a voicemail or contact me anytime. I have left repeated messages for **** and ****** to contact me and as of today Monday, March 25 I still not have received any resolution. 

  Business response

  05/13/2024

  We have no current requests open for this customer. When the customer became available we performed the required warranty work on April 10th. Again no issues or requests have been presented since.  

  Customer response

  05/14/2024

  I have reviewed the business response and accept this resolution. The issue has been resolved at this time.  If I should need additional I will reach out.  Thank you for your assistance in this matter.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a contract with American Standard/******* Fire on 2/26/2024. The install date started 3/11/2024 at around 9:35am. Estimated completion date was 3 days from start. The job is incomplete and I cant get anyone to return my calls.

  Business response

  03/19/2024

   In review of the account notes, our regional manager left a message for the customer on the 18th. We have escalated this to our install management leadership. Please allow 48 hours for a response. 

  Customer response

  03/27/2024

  A representative came out to my home 3/20/2024 to look at the work that was done and he said, the job that was done has to be ripped out, materials have to be reordered. He also stated a contractor would come out to my house, the first week of April. Again this job started March 11, 2024 and was supposed be completed in 2-3 days, and now I have to wait until April.

  Business response

  04/10/2024

  We regret that delays in completing the project and as of this writing are continuing to work with the customer to fulfill our contractual comments. We spoke with the customer on 4/5 and left message on 04/09. We will continue to pursue completion with the customer. 

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

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