ComplaintsforSafety Tubs Company, LLC

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2022, I had a state-of-the-art walk-in tub and toilet installed in my home. The installer removed a 6 month elevated toilet stating that their toilet was less noisy and a good one. They completed the installation and gave me instructions on how to use it. Didn't look too hard, just close door and fill up with water. I could not wait to try out my bath as I am disabled and 71 years old. So enjoyed the bubbles and all of the jets. After I was done, I drained all of the water out and opened the door. Low and behold, water drained on my new flooring that I had installed 6 months prior. It was the new laminate flooring. I could not believe my eyes. Then I sat on my toilet and I had trouble standing back up and I could not get comfortable. I called them and they sent out a repairman. He replaced a hose or re-positioned it and left. The next day I filled up the tub and relaxed in the bubbles. I got through and emptied the tub. Opened the door and the same amount of water drained on my new floor. I called them again and they sent out someone else. They were here about 30 minutes and assured me that it was fixed. I tried it again. Same thing. Fast forward now. They were out here at least 6 times. The last repairman said he was the expert. He also called someone else and said he would modify the door weatherstripping. He left. Same thing. The original salesman called me and stated for me to put down a towel each time before I get out of the tub. How do you think I felt about spending over $20,000 and having it leak? Anyway, I did just that. Now the floor is starting to warp and I can see water stains on the baseboard. I mailed the corporate office and waited 6 weeks with no reply. I can't use it now. 1) Immediately dispatch someone that knows how to fix leaks.2) Repair the tub so it wont leak and put the original toilet back in.3) If it cant be repaired, get it out of here and put back original shower.I think I have been more than fair and patient.

  Business response

  03/05/2024

  Our records indicate service has been performed and issue addressed. Following service repairs the customer negotiated a financial settlement with the service manager which ended the matter. Due to the settlement agreed to by the customer and refund delivered this matter is closed. 

  If the customer has additional service requests the customer should contact warranty department @ ************. 

  Customer response

  03/06/2024

  Negotiation. That is new to me. After 6 tries, and stating that i use a towel. I dont think that was the repair. Okay. I will call repair and i will insist that no leaks will be the correct repair. I just hope this wont go on and on. 

  Customer response

  03/07/2024

  I have reviewed the business response and accept this resolution. 

  Negotiation. That is new to me. After 6 tries, and stating that i use a towel. I dont think that was the repair. Okay. I will call repair and i will insist that no leaks will be the correct repair. I just hope this wont go on and on. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Walk-in tub installed incorrectly.company will not correct problem

  Business response

  02/08/2024

  We are surprised to hear that the customer believes the project isn't complete. Our records indicate that the project was completed July 2023, and ************ signed a completion certificate indicating his satisfaction with the project and no additional work is required. However, the comments have been forwarded to our customer service manager for review and follow up. 

• Initial Complaint

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wrote a deposit check for a walk-in tub . Told the salesman I may change my mind and he said deposit was 100% refundable. I then tried to call twice and he never returned my call. I stopped payment on the check with my bank. He had however changed the type of payment to an automatic ACH withdrawal by a different company listed as Safety Tubs Co LLC . I spent hours on the phone with the bank reporting this as fraud since I never authorized Safety Tubs LLC to automatically withdraw $4,789 and I had NO CLUE that the salesman was going to take my check and then automatically withdrew monies under another company .

  Business response

  02/05/2024

  We regret any misunderstanding regarding you contract and or your deposit. 

  As you will note on your contract you are purchasing product and installed services from Safety Tubs Company, LLC a whole owned subsidiary of American Standard. 

  The contract also contains a 3 day right to cancel the agreement as well as the method to cancel. As this is a customer built product, and resources were scheduled to install if cancelled after the 3 day period you may be subject to additional charges. Again this is in the contract you signed. 

  However, your refund request as well as the information you provided has been shared with senior manager for review and response. Please allow up to 5 business days for a response. 

  Thank you  

  Business response

  02/08/2024

  We regret any misunderstanding regarding you contract and or your deposit. 

  As you will note on your contract you are purchasing product and installed services from Safety Tubs Company, LLC a whole owned subsidiary of American Standard. 

  The contract also contains a 3 day right to cancel the agreement as well as the method to cancel. As this is a customer built product, and resources were scheduled to install if cancelled after the 3 day period you may be subject to additional charges. Again this is in the contract you signed. 

  However, your refund request as well as the information you provided has been shared with senior manager for review and response. Please allow up to 5 business days for a response. 

  Thank you  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Walk in shower installed in September 2023. Plumbing malfunction in December 2023. No response from American Standard yet. I have contacted them for times. Can not use shower. Lifetime warranty!

  Business response

  01/23/2024

  We regret the delay in responding. We stand behind our warranty and while this is an exception treat your comments with the utmost seriousness. Senior care manager has followed up to assure a prompt response. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: November 6, 2023 amount: $1350.00 Did not schedule install did not get a license or permit did nothing.Refused to refund money.

  Business response

  01/23/2024

  Please note that the customer signed agreement states that cancellations after the 3 days following the sale may result in Safety Tubs retaining up to 15% of the contract price. The dates provided for installation scheduling are estimates as stated on the agreement. Our management is in receipt of your request and is reviewing the purchase and scheduling history prior to responding.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  AMERICAN STANDARD/SAFETY TUBS COMPANY LLC COMPLAINT (ACC#: **********) On September 18, 2023, my husband and I met with a sales representative and paid a down payment of $2000.00 to have a walk-in shower replace our bathtub to American Standard (Safety Tubs). On the day of install, Oct. 9, 2023, they arrived unable to do the work because they did not have the materials that were necessary to do the job as agreed upon. The installer also told us that a floor to ceiling install (as described by the salesperson) would not look right. He said he would have to tear out the tub and hold the shower wall up in the space for me to see what he meant. When he unloaded the shower wall from his truck, it was not the colors we had seen in our visit with the salesperson. Thankfully, we had not allowed the tear out. We immediately called the salesperson to cancel. When the salesperson returned to our home to review our order, it turned out that the sample tile was discolored with stains which showed streaks of color that were not a part of the actual tile. After all of this uncertainty, unpreparedness, and inability to provide another available tile option, we again informed the salesperson that we wanted to cancel. The salesperson said that we should have no problem with cancellation and return of our deposit, but that has not been the case. We have not been able to get any response from the company after many documented attempts. The salesperson also no longer returns calls. Our purchase was made based on trust in the national brand, American Standard, but we have been completely disappointed to have our money taken and then to be ghosted with no response or concern for returning it.

  Business response

  01/04/2024

  We regret any miscommunication.  While we do not want anyone to buy from us if they do not wish to, there are costs associated with production, shipping, labor, and scheduling. The agreement that we have with you includes a clause that states you may be responsible for up to 15% of the purchase price if you cancel after the initial 3 day period. Your signature on the agreement also indicates there were no verbal agreements made. However, we have asked senior management to review your statements and determine a response to your request. Please allow up to 5 business days for management to review. Thank you. 

  Customer response

  01/11/2024

  The business responded with a request to be given five days to share my complaint with management and to provide a response.

  They have not responded.within their requested timeframe.  

  Customer response

  01/12/2024

  The business requested five business days to share the complaint with management, but did not respond within their requested timeframe.

   

  Business response

  01/12/2024

  Thanks for your response, we are currently in contact with a manager regarding your account. 

  Customer response

  01/19/2024

  I am rejecting this response because:   
  

  The business (American Standard/Safety Tubs) has not provided a response.  

  Customer response

  01/21/2024

  We have not rejected an offer from the business.  We have not received an offer.  We were told that management was being contacted but we have not received a follow-up response.

   

  Business response

  02/16/2024

  After review of the history, the customer cancelled outside of the  3 day window and at time of installation. Product had been built, shipped, delivered, and resources sent to the residence for installation. However customer cancelled at that point. While we were willing to work with the customer to provide alternate product we could not reach an accommodation. We do not wish any customer to buy from us if they do not wish, but as the contract states we may, due to cost incurred require payment for costs incurred or 15% of the purchase price. However we are willing to compromise and will be reaching out to the customer with an offer. 

  Customer response

  03/02/2024

  Please do not close this complaint.  Perhaps there has been some miscommunication.  The business indicated that they would be reaching out to make an offer but I have not received one.  
  

  I am willing to accept the 15% charge (even though they were not able to perform the install because they did not arrive with the necessary materials) .  
  

  I will not let this go and would like the balance (minus the 15%) sent to me immediately.  To take money from customers and to keep it without services rendered is an unacceptable business practice.  I will not stop pursuing this until my hard earned money is returned.

  Business response

  03/05/2024

  The $2000 deposit is less than 15% or the total purchase. However, a partial refund of the deposit has been approved. Please allow 48 hours for the refund to process. If you do not see the refund in your account please contact accountinng @ ************, option 3. 

  Customer response

  03/13/2024

  I am rejecting this response because:   Good Morning,

  
  Please do not close this complaint.  This business continues to respond by saying that they will contact me and will make an offer, but they have not contacted me to make an offer.

  
  I cannot understand this blatant resistance to return money that does not belong to them for services that were not rendered and for customized materials that were not provided.

  
  They only need to send me a check for the money I am owed.  If I have to pay a 15% penalty for their incompetence and dishonesty about what they would provide and be able to do, then I am willing to do so to get this settled now. 

  
  This has gone on for months and if they are allowed to continue to take money from people without accountability, there will be more and more victims.  

  
  I hope that you can assist.

  
  ***************************

  
  

  Business response

  03/13/2024

  Per the communication we previously provided (see below or in BBB history), an electronic refund was provided on 03/08/2024. We encourage the customer to review their checking account. We did not charge the customer 15% of their contract price as per the contract if they cancel which they did. If we charged the customer 15% of their contract it would have been more than the deposit amount. We did however retain 15% of their deposit. 

  We do regret that we were unable to meet the customers expectations. This matter is considered closed.
  

  "The $2000 deposit is less than 15% or the total purchase. However, a partial refund of the deposit has been approved. Please allow 48 hours for the refund to process. If you do not see the refund in your account please contact accounting @ ************, option 3."

  Customer response

  03/26/2024

  I have reviewed the business response and accept this resolution, although cancellation was agreed upon by both parties because service could not be delivered as promised. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 30, 2023 The business was to provide a walk-in tub/shower for my home and the tub was not suitable in the dimentions expected so the order was canceled. Since then the deposit has not been returned and the company will not respond to calls nor mesages. They either not answer, return the call per message, nor return the $2000.00 refund they one time said they would return. It has been over a month since the said amount would be returned and I have not received a dime.

  Business response

  12/21/2023

  We regret the delay however, the refund was approved and is in process status. However, to get more detail please call our accounting department @ ************ Option 3. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We put $1600.00 down on a walk in tub.We decided that the cost of the tub would require a credit card to pay off the balance.I am a retired ******* Vet on a fixed income and could not afford the tub.

  Business response

  12/18/2023

  To assure that your deposit is returned a buyer must cancel within the 3 day period following the purchase. After that the buyer may be responsible for up to 15% of the purchase price to cover administrative and production costs. Management is reviewing your request. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE American Standard I purchased a senior walk in bath tub $21,929.00 and I paid cash for it. We used the jets this past Thanksgiving for the first time. My husband is a disabled vet. I scheduled someone to be in the home to set up the repair of the bath tub. They kept making excuses on coming to my home to set up the bath tub. I have called and called and ******* explained to me that they contract out the repair people. I still need my unit fixed. When we use the bath tub water is pouring out of the tub into my basement. My resolution is that I need to repair this bath tub or to refund my money.

  Business response

  12/08/2023

  We regret that we have not met our customers expectations. We are committed to providing warranty service in an expeditious manner. We do show warranty service scheduled for 12/7/23. If this is not correct please contact us @ ************, option 2. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: 9/20/2023 Estimated Starting Date for Project: 10/11/23-10/25/23 with 3-4 days after start date. On or about 10/9/23 we had the 1st appoint scheduled but nobody showed up. I called the office they expressed their regret for ********************** not showing up for the initial appointment and reschedule a new appointment for 10/18/23. On the 18th ********************** showed up for a few minutes and then told me she would be back the following day on the 19th. On the 19th she showed up at 1:00PM took measurements and then left again another issue with another project in ********** and left my house. On 10/20/23she4 showed up, removed the tub and back panels and then she mentioned that there were two waterlines that she could not take care of. I had to call a plumber to address this issue, I got the plumber to get this matter resolved and called them back to advise them so they could continue with the project at my house then the manager advised me that ******************** was sick and would not be able to resume the project for a few more days which by his accounts would have been 10/23/23 or almost 12 days after the project started with contact (see attachment) stating this was to be a 2-3 day project so I called them back at which time I advised them that they had not honored their contract and therefore I was terminating them and their services would no longer be required but that I would like to get my $1,200 deposit back.

  Business response

  12/13/2023

  We regret that we were unable to meet your expectations. Although we remain ready to fulfill our agreement with you, your request has been escalated to leadership for review. 

  Customer response

  12/14/2023

  I am rejecting this response because:   We did not receive detailed information from the business as to what steps they plan on taking to satisfy our request of a refund.  All the documents and detailed information regarding this matter have already been provided in the original complaint.

  I would be open to having a discussion that leads to a resolution that is not just in the interest of the business we are complaining about but also in my best interest.

  Please feel free to give me a call at ************.

  Sincerely,

  *******************************

  Business response

  12/18/2023

  You may cancel the agreement at anytime. We do not wish to force anyone to buy our products or services. However as the agreement states there may be fees or costs that must be addressed by the buyer due to custom product manufactured for your project, work started and or completed, and or shipping and administrative costs. At minimum you may be responsible for up to 15% of the contract price. Management has previously denied a refund due to these issues, but has been presented with your BBB comments for further review. 

  Customer response

  12/20/2023

  I am rejecting this response because:   Although we understand the customary 15% fee, we were also expecting your staff to show up on time and finish the project in a timely manner as indicated in the agreement that we both signed.  As I mentioned in my previous claim, I am amenable to talking and reaching a resolution that is in the best interest of both parties.  Currently as it stands, the only party that benefits from your response is your organization and I am out $1,200 for services not rendered.

   

  Sincerely,

  ***************************

  Customer response

  01/27/2024

  What other clarification are you looking for?  I provided timelines of contract, failed appearances by the contractor assigned to my project and the name of the contractor that showed up whenever she had time and then left shortly after showing up onsite where she did very little work to warrant the contractor earning their $1,200 deposit.

  I am still looking for consideration of refund or even partial refund of my deposit since the contractor did not meet their obligations under the terms and conditions of the contract.

  I am available to discuss this further in good faith with the contractor but only if they are reaching out with fairness in mind.  I am retired on fixed income and trusted this contractor to deliver the services that we agreed they were going to deliver in the timeline the contract mentioned they were going to deliver and unfortunately, they did not meet their part of the obligation as indicated in their contract.  At the end of the day, I just want to be sure that if I sign a contract that both sides are going to meet their obligations which I showed plenty of patience and willingness to do so waiting on them to deliver the services they never delivered.

  Business response

  01/30/2024

  We are unable to provide a refund of any amount. Our financial records indicate at your request your bank reversed the deposit you provided and removed the $1200.00 from our account. We respectfully request that you contact your bank.  If you wish to discuss please contact our accounting team @ ************, option 3. 

  Business response

  02/08/2024

  We are unable to provide a refund of any amount. Our financial records indicate at your request your bank reversed the deposit you provided and removed the $1200.00 from our account. We respectfully request that you contact your bank.  If you wish to discuss please contact our accounting team @ ************, option 3. 

  Business response

  02/08/2024

  We are unable to provide a refund of any amount. Our financial records indicate at your request your bank reversed the deposit you provided and removed the $1200.00 from our account. We respectfully request that you contact your bank.  If you wish to discuss please contact our accounting team @ ************, option 3. 

  Customer response

  02/09/2024

  I have reviewed the business response and accept this resolution. 

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