ComplaintsforSafety Tubs Company, LLC

• Initial Complaint

  10/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction 27 June, 2021, deposit amount $1,410. Transaction could not complete because of wrong measurements by company rep concerning the area for moving the safety tub to instal location on the second floor, The installer left without doing the installation. Request immediate full refund.

  Business response

  12/07/2021

  Business Response /* (1000, 7, 2021/10/21) */ Our record indicate that a custom product is being built to accommodate the customer and the project is scheduled. Please contact the installation scheduling department @ XXX-XXX-XXXX, option 1. Consumer Response /* (2000, 9, 2021/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ordered a walk-in shower instead to be installed early November ***** *******

• Initial Complaint

  10/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been contacting American Standard by phone since the end of May, spending a lot of time on hold to schedule a service call on a Handicap Shower we had installed this year that was never completed. The *** is always pleasant, understands our problem and to date no one has contacted ** to schedule a service call. We are going into our fifth month with this problem.We just want this issue resolved. We paid three times the amount of a local contractor to avoid this issue with their lifetime warranty.We Have black mold growing on three sides of the shower, and believe that shower is seeping behind the wall causing additional damage to the structure and possibly to our health. We have left many messages to their contractor which have been completely ignored. Help!!!!

  Business response

  10/05/2021

  We regret the delay and lack of communication, the issue has been escalated to management for a response today.

  Customer response

  10/08/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Repairs have been made, However, we will have to see if the repairs that the contractor made hold up for more than two to three weeks.
  The Contractor made apologies for the company's lack of response to the needed repairs, but no one that is an employee of the company has contacted us to date about this matter.
  So the answer to the question: Do you acccept the is the response from the business? NO!!
  
  

  Business response

  10/17/2021

  A customer service representative will contact the customers.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  12/07/2021

  Business Response /* (1000, 7, 2021/10/14) */ We regret any misunderstanding. Our records indicate that the ******* were not satisfied with the wall material that was installed. As the result, the ******* agreed to a price reduction. Our finance department records show the price reduction was applied as to the agreement on June 24th. Any questions can be addressed to XXX-XXX-XXXX, Option **

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/23/2021 we had a top of the line American Standard Liberation walk in tub installed. $17,000, put down $3000 financed remaining. had trouble with tub from the start. Hand held shower head leaked, a k*** controlling the jets was broken. It took over 2 wks to have them fixed. September 25th tub started leaking so bad it was unusable. Called American Standard, reported the leak, spoke to ******. Was told the installer will call, set up an appointment. Never received a call. Called American Standard on 8/31/21, waited 45 minutes, no one answered, Left detailed message, never got call back. Called American Standard on 9/9/21, spoke to ******. She was rude, said *** would be in the area 9/20-9/27. 9/2 talked to installer ***************, he hadn't heard from anyone, he would call for a *********/2/21 called American Standard 9/20/21, no answer, left message. She called next day, Someone would be in area between 20th-27th. Called *** 9/17 said would be here 9/20. No show or call. Still not fixed

  Business response

  10/21/2021

  We regret the delayed response, service was completed, no issues remain.

  Customer response

  10/28/2021

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Issues have been resolved

  Customer response

  10/28/2021

  Consumer supplied email: ******************

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 18, 2021, I entered into a contract for installation of an American Standard Liberation walk-in bathtub. I paid a 10% ($1,970.30) deposit by personal check. On the scheduled installation date, the installer informed me that the bathtub was too big to pass through the bathroom door and that a window above the existing bathtub would have to be removed and moved higher up on the wall in order to properly situate the new walk-in bathtub. The installer gave me the opportunity to cancel the installation, which I did at that time. The installed informed his company of this fact and told me I would receive a refund after the cancellation "worked its way" through the refund process. I did contact the company during August 2021 to inquire regarding the refund. I was told an employee named "Chad" would take care of issuing the refund. However, as of this date, I have not had any further contract from the company and I have not received a call from "Chad" regarding the issue.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/09/24) */ The refund has been in approval process and is now approved. We regret the unusual delay. Please allow two weeks for arrival.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The American Standard Walk in Tub that we had installed on *-*-**** leaked at the door seal from the very beginning as noted by the installer on the INSTALLER CHECKLIST. The door seal has been replaced twice, then the door handle has been taken apart and adjusted and the door still leaks. So a new door was ordered and when it came in it was the opposite opening door than ours. I have video that was shot showing that when the door was closed and shut tight that when running a flash light along the seams from the inside you could see the light coming through the door and the seal. It is now *-**-**** and we still haven't used the bath function of the tub. We purchased this for my wife's health due to Fibromyalgia and arthritis to help ease the pain for at least a short while. We spent a lot of money for just a shower. You did not yet indicate what American Standard Companies, Inc. should do to make this right.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/09/24) */ We regret that our customer has had this experience. The customer record indicates that the repairs have been completed. Service will call the customer to confirm Consumer Response /* (3000, 7, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The second door (the correct opening side) finally arrived on 9-25-2021. The installer came over and installed it on 9-27-2021 and finished the install on 9-28-2021. The door seams to be holding the water in with no leaks to the floor. The install was finished on 7-9-2021 and was not completed until 9-28-2021 is an excessive amount of time to finish the install of a walk in tub. Business Response /* (4000, 9, 2021/10/04) */ The project per the completion certificate shows completed as of 07/09/2021. The issues that were addressed were under the customers warranty. Per the customers own comments the issue has been resolved. For further comments or requests please contact our service and warranty dept @ XXX-XXX-XXXX, option **

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to file a complaint on American Standard and/or Safety Tubs Company at an address in Grand Prairie Texas XXXXX. Your website stops me with an OOPS and says something wrong. The company does exist and is rated by the BBB. Anyhow they installed a Walk in Tub in my home on August 25,2021. After the installation I read the installation manual which calls for two Electrical Circuits, one 20amp and one 15amp. The installers only installed one 20 amp. I have called American Standard and filled out 3 contact requests since August 29th. No response received about my concern that the Tub is safe to use. What I want to receive is a written statement from American Standard or Safety Tubs that the Walk in Tub is safe to use with the one 20 amp circuit. If not they can either add the second circuit or remove the tub. . To me this is a possible SAFETY issue. Thanks

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2021/09/20) */ Request has been escalated to tech support. Please allow 3-5 days for a response. Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They referred my complaint to tech support. They did not respond to my specific complaint. TI look forward to a response. I am worried about my Safety. Business Response /* (4000, 12, 2021/10/08) */ We apologize for the delay in communicating directly with the customer. We have sent a follow up request to the appropriate manager. However, there has been no indication from tech support that what is described by the customer is an unsafe configuration. The manager will review with the customer. Consumer Response /* (4200, 14, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Manual that came with the Walk in Tub states that Two Circuits are required. ie One 20 amp and one 15 amp.The manual also states that the in line heater requires its own 15 amp circuit. If the Engineers see no problem then send me an official manual update that specifies one circuit is safe. Also I would like to know if the installer is a qualified electrician Consumer Response /* (4200, 26, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tub that was installed in my home had three separate plug connections as illustrated in the tub manual that I received. I request an in home review of my tub connection. my number is XXX XXX XXXX. Also the new schematic you sent came with a statement that said do not reprint. Consumer Response /* (3000, 38, 2021/12/23) */ From: **** (mailto:*******@aol.com) Sent: Thursday, December 23, XXXX X:XX AM To: Sandy Zucker <***********@nctx.bbb.org> Subject: Re: BBB Case XXXXXXXX ******* ***** vs. SAFETY TUBS COMPANY, LLC NO INPUT AS OF 12/23/21 In a message dated 12/22/2021 2:19:08 PM Central Standard Time, ***********@nctx.bbb.org writes: *******, Hi again. Has there been any movement by the Business since 12/13/21? Appreciate the status information. Best regards, Sandy Zucker Dispute Resolution Case Specialist BBB Serving North Central Texas 1601 Elm Street, Suite 1600, Dallas, TX XXXXX p: XXX-XXX-XXXX bbb.org From: **** (mailto:*******@aol.com) Sent: Thursday, December 2, XXXX X:XX AM To: Sandy Zucker <***********@nctx.bbb.org> Subject: Re: BBB Case XXXXXXXX ******* ***** vs. SAFETY TUBS COMPANY, LLC Additional input. I just checked The American Standard Walk In Tub Installation Manual on the WEB and it still shows two Circuits required for the Tub I purchased. It seems to me that they are snowballing their response. If One circuit is satisfactory I think they should update Business Response /* (4000, 40, 2021/12/26) */ Service dept is circling back with the service provider first thing Monday morning. Will call customer before end of day. Consumer Response /* (3000, 42, 2021/12/28) */ From: **** (mailto:*******@aol.com) Sent: Thursday, December 23, XXXX XX:XX PM To: Sandy Zucker <***********@nctx.bbb.org> Subject: Re: BBB Case XXXXXXXX ******* ***** vs. SAFETY TUBS COMPANY, LLC They stated they would do a home inspection and even set up a date. I waited on that day and no one showed. What would satisfy me is a home inspection to show me the proper installation per the manual that came with the Tub. If the one circuit is okay then they should update the installation manual on the web and send me an official update of the manual from American Standard. The diagram they sent me showed one circuit but with the statement to not duplicate without the their written approval. The drawing of the circuit does not meet my standards. In a message dated 12/23/2021 2:24:05 PM Central Standard Time, ***********@nctx.bbb.org writes: ****, Hi. Thanks for the status. It seems like they had responded earlier, when replied ("snowballing") below. At this point, what are you looking for specifically from the Business? I've added your status information to the BBB case record and forwarded it to the Business, but can add additional information. Best regards, Sandy Zucker Dispute Resolution Case Specialist BBB Serving North Central Texas 1601 Elm Street, Suite 1600, Dallas, TX XXXXX p: XXX-XXX-XXXX bbb.org Consumer Response /* (3000, 47, 2022/01/05) */ From: **** (mailto:*******@aol.com) Sent: Tuesday, January 4, XXXX XX:XX AM To: Sandy Zucker <***********@nctx.bbb.org> Subject: Re: BBB Case XXXXXXXX ******* ***** vs. SAFETY TUBS COMPANY, LLC The Tub installer showed up this morning and we reviewed the installation. I am satisfied with the installation. I now need an official American Standard update to the their Installation Manual. The one page diagram that was displayed to me today is not sufficient. It has no American Standard identification and is not tied to the Tub I purchased. This complaint can close once I receive an American Standard official reply. I am used to a professional reply with supporting documentation. ie; what components changed that justified the change to only one circuit.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-7-21 we purchased the walk tub. We paid $18,314 for the tub. We received a call from the salesman Mike L****** saying that the tub was going to be smaller than originally stated in contract. We were to receive $400.00 credit which we have not received. It states custom install. There is too much caulking covering up over cuts. They cut holes in my patio cover without asking the conduit is a horrible and cheap looking job. I called the company and they were going to have someone come and look at this and no one ever came. You can see under the tub. This is not a custom job.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/09/20) */ We regret the delay. Management has been alerted and will take actions to insure warranty service is delivered.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a walk in bathtub from this company, including installation. The installation was done so poorly, the tub sits 2 1/2 inches off of the floor, the shelf behind it is crooked and unreinforced and the caulking is lumpy and unsightly. I also paid for an acrylic surround and it was not sent with the installers. They cemented acrylic sheet to my walls that is simply sawed off at the top. It is ugly and unsightly and not what I paid for. I also paid for an additional grab bar which I never received. The installers also cut a big hole in my floor for the pipes and wiring and simply cut a piece of abs plastic and laid it on top of it to cover the hole. Moisture and bugs can get in through it. I have tried repeatedly to resolve these issues with this company and they will not return my calls. The last person I have been dealing with is *************************. At this point, I am sorry I entered into this transaction with such an unscrupulous company. Thank you for your assistance.

  Business response

  09/20/2021

  Safety Tubs stands behind its limited lifetime warranty. We were prepared to return and correct any and all issues covered by her warranty when our customer shared with us she had changed her mind about the walk-in bath. As we understand now, our customer no longer wants the installed product. There is no refund or return policy with this home improvement. We are willing to address warranty issues as originally discussed.

*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. ↩