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Complaint Details
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Initial Complaint
08/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
See attachmentBusiness response
08/10/2021
Refund has been approved and is in process.Initial Complaint
08/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I had attempted to purchase a Liberation walk-in tub from Safety Tubs LLC in April of 2021. I gave them a $1880.00 deposit. The Salesman failed to provide me with technical information regarding the flow of the unit so I could match a water heater to maximize the fill rate of the tub. I only had three days to reject the contract. I should have as he ignored me for several weeks. Their installer told me, the Sunday before the installation, they got the wrong tub, he didn't know what model I purchased, wanted to rip out the bathroom without the tub on site and he didn't have a building permit. The factory slapped one together that Monday morning and shipped it but nobody would tell me who inspected the unit. I refused the order. I was told I would get a refund but didn't. I contacted American Standard, Safety Tubs Company LLC and their parent company Lixil on their websites, by email, letters including one to CEO *************************** sent via ***** which they signed for. No Response.Business response
08/10/2021
Each customer is provided the 3 day recession period to review and cancel. We do not show a cancellation request. We do not wish to force anyone to purchase our products. Our records indicate a product was built and shipped for installation in accordance with the written agreement we have with the consumer.
Our sales leadership is reviewing consumer's comments and request and will respond shortly.Initial Complaint
08/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a walk-in tub with a lifetime guarantee against water leaking around the door. In December 2020 I notified them water was leaking under the door. Eventually the sent parts then a repair person came to do the repair and discovered the parts did not fit. So the repair man started communicating with his boss and the parts people to get the right parts I now have three boxes of parts that do not fit. At one point The repair man took the gasket out of the door and took pictures to show his boss the replacement parts did not fit. On May 6, 2021 I was told they had given up trying to get the right parts and they were going to manufacture a new door for the tub. It was supposed to take 4 to 6 weeks. In early August 2021 still no new door and no-one is returning my calls.Business response
10/11/2021
Business Response /* (1000, 5, 2021/08/09) */ We regret the delay in product delivery. Manufacturing has been alerted and service is following up.
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Customer Complaints Summary
129 total complaints in the last 3 years.
47 complaints closed in the last 12 months.