ComplaintsforSafety Tubs Company, LLC

• 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. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 2nd I purchased a walk-in shower for my wife and me because my wife is handicapped and has limited mobility. It was installed on September 19-September 20th. When we used it, we noticed water on the floor outside the shower. I turned on the shower and noticed that if the sprayer was pointed at the door, it would pool up and leak out the door. I called the installer, and he came out to check it out. When he saw it, he told me that that it was unacceptable, and he would try adjusting it by lowering the door a little bit. Lowering the door didn't fix the problem and he said he would give it some thought and come back later. He had to deal with some family issues but returned a couple weeks later and installed some door seals. He told me he wasn't really happy with the fix, but to give it a try, and call back if it didn't work. It seemed to keep the water in, but it didn't look the best and I called him to see if there was anything else that might work. I talked to him a few days later and he told me he would call warranty services for ideas. Someone from warranty services called me a little while later and told me to call *********** to fix the problem, which didn't make any sense to me, but I did as he asked. The salesman told me I had to settle it with the warranty ***** I called them back and was belittled and told not to point the sprayer at the door. I want it noted that the installer was very professional and tried to fix the problem but I'm guessing couldn't fix it without approved parts from American Standard.

  Business response

  12/13/2023

  The service history and photos of the installation do not indicate a defect in product or workmanship. The issue has been escalated to management to review and determine what if any options are available. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of contract 8/9/23 job was done on 9/14/23 did a rush job did not put the grab bar where I wanted did not caulk properly we have reached out several times to the company to get someone here to fix our issues ( after all they do boost a lifetime warranty) but they pass me off to someone else and tell me everything time that someone will call me in a day or so did not happen until yesterday it was the same contractor out of ************ he said he would be here this morning at 9 he did not show he did finally call at 12:30 and said he would be here by 1:30 he did not show up this is causing my husband and I a lot of stress its very frustrating when spent a lot of money on this shower please help

  Business response

  11/22/2023

  We apologize for the delay in providing warranty service. Records indicate we have an assigned certified repair agent to assist you. If you chose to have someone other than an approve certified repair agent to provide repairs you void the conditions of your warranty. Please call ****** @ ************ for further assistance. 

  Customer response

  11/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed the agreement with Service Standard on 2/18/2023 to have them remodel my shower. I provided them a deposit of $1600. The projected start date was originally listed for 3/21/2023. That date came and went without any follow up calls form the company. I finally contacted then and spoke with a ***********************, who was responsible for getting the required permits to carry out the work. When I spoke with him, he informed me that they were trying to find a licensed plumber to come and assess the required work and then we could proceed. A plumber was finally scheduled to come and assess my shower in April. After that visit, I did not hear from ************ until I called him in May, 2023. He stated that they were still waiting for my condo association to approve the work. I contacted my ************************ and they were only waiting for a copy of the license for the plumber assigned to do the work, another month went by, and I still did not hear back from ************. After another two months. I made the decision to not move forward with this work. I contacted ************ In October and informed him of my decision. I asked about my deposit and he informed me that I would need to speak to a *********************. I have contacted him twice and called to leave a message with the call center d3sk, who informed me that that would send him a message to contact me. To date, I have not received a call from ****************. I would appreciate your help with this matter to have my deposit returned.

  Business response

  11/22/2023

  Your request has been escalated to management. Please note that due to the holiday a response may be slower than usual. And our records indicate that **************** last left you a message on 11/13/23. Additionally per the agreement cancellations that occur after the first 3 day period following purchase are subject to a 15% fee. 

  Customer response

  11/22/2023

  I have reviewed the business response and accept this resolution of a 15% fee for cancellation. I would *************** to know that I never received a call from **************** on 11/13/2023. If he called, why didnt he leave a message. I have checked my phone history and did not see his number for the date listed.

  Business response

  01/03/2024

  Company will maintain a 3% restock fee and refund the deposit less the 3%. Finance has been up-dated and will process as quickly as possible. 

  Customer response

  01/03/2024

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a shower installed by this company on 9/18/2023. I am very pleased with how it looks but after using the shower I have found that it does not drain properly. There is standing water to the right of the tub. Installer came out to fix problem with the hot water coming on first and I addressed the problem with him. He said that it wasnt his problem because it wasnt an installation problem but possibly a manufactures defect. I have called the Safety Tubs Company three times, 1st time October 4th and they promise to send someone out to fix the problem. Each time I have addressed the problem with this company, I never hear back from them again. I have never had a shower that didnt completely drain that I have to soak up the standing water after each shower. Back of shower does not appear to be level and therefore water will not go toward drain. The installer said there was about a cup of standing water, I dont find this acceptable. And being ignored by the company who has given me a lifetime warranty is even more unacceptable. Also water was not turned on and checked upon completion because the had just caulked and it needed to stay dry for a day or so.

  Business response

  11/22/2023

  The issue has been escalated to service manager for review. A service rep will follow up to assist further. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Mom and Dad had their walk-in bathtub installed several years ago. The installation has caused a big problem It was never done correctly and caused a major water leak and damage to their basement ceiling tile. I have called them several times to come back out, They are not answering the telephone number*************), we have called over 20 times. The bathtub is not working properly, and leaking. My mom is a 86 year old woman and i can't go to the basement to take a shower. They are paying paying a great deal of money for the bathtub. When I talked with the finance company they cannot help,BUYER BEWARE

  Business response

  11/22/2023

  We have no record of service requests since 2021 and no open requests. However, if there is a warranty issue our products and workmanship are both covered by a warranty applicable to the original owner. **************** and Warranty requests can be reached by calling ************, option 2. If you have issues or questions about payments we encourage to call your finance company, we do not provide financing and therefore unable to answer questions regarding those arrangements. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Walk in shower was installed and paid in full 5/2/2023. The floor gets wet when shower is used because there is not a sufficient edge on the shower pan. I have made 22 calls since May of this year documenting my attempts to have the problem resolved. On 9/20 **** advised me that their log said call was to fixer on 9/18 who was to come and make the repair. (On 10/9 at 10:45 am, I spoke to ****** who advised the installer *****, had the part. ****** said she was calling ****** to pass on my frustration.) Now it has been 5+ months since the shower was installed. On 10/19 at 10 am, I was told by ********** now needed to contact the sales person *****************************. This is now passing the buck.This walk in shower was installed for my special needs daughter and needs to be fixed. After seeing the problem and telling me it would be fixed, this company is now giving me the runaround. This is elder abuse! Yes, I am a senior at eighty seven years old. All I expect is to get the shower pan fixed. I have detailed notes of all the facts if needed. Please help me get this matter resolved. *********************** 11/1/2023

  Business response

  11/05/2023

  Thank you for bringing this to our attention. Management is reviewing your account. Please allow us 72 hours to respond. 

  Customer response

  11/06/2023

  I understand that the Safety Tubs Company has stated they will reply to the BBB within 72 hours regarding my concern for a resolution.

  Customer response

  11/06/2023

  I understand that the Safety Tubs Company has stated they will reply to the BBB within 72 hours regarding my concern for a resolution.

  Customer response

  11/06/2023

  I understand that the Safety Tubs Company has stated they will reply to the BBB within 72 hours regarding my concern for a resolution.

  Customer response

  11/06/2023

  I understand that the Safety Tubs Company has stated they will reply to the BBB within 72 hours regarding my concern for a resolution.

  Customer response

  11/06/2023

  I understand that the Safety Tubs Company has stated they will reply to the BBB within 72 hours regarding my concern for a resolution.

  Customer response

  11/06/2023

  I am rejecting this response because:   This needs immediate attention.  It has already been 5+ months.  We just need a repair to the problem.  

  Business response

  11/06/2023

  We apologize for any miscommunication but after two service calls, one in May and one in June there is no report that there is an issue with the product or installation. Your product and installation is covered by a limited lifetime warranty. If there is a defect in the product or the workmanship we will correct it. Management is reviewing your purchase, records from service, records and photos from installation. Please anticipate a follow ** in the next ***** hours. 

  Thank you 

  Customer response

  11/06/2023

  I am rejecting this response because:   
  I do not want to have this case closed. 
  I will give the company the time asked for to respond.  
  I have detailed notes about asking for a resolution, and their answer does not entail all the facts.  
  I was already advised the problem would be taken care of, lets just get it fixed.  I am not asking for a new shower, just an adjustment to avoid the water getting on the floor.  Again, this shower was put in for my special needs daughter.

  Thank you.

  Business response

  12/13/2023

  Customer purchased a walk-in shower with shower curtain. After providing warranty service, it has been determined that there are no defects in product or workmanship. We do not provide a product to raise the shower threshold nor do we provide an "after-market" product that can be added to the pan to prevent water from escaping past the shower curtain. A customer service representative will be following up. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  we signed an agreement on 5/30/23 work was to start 7/11/23 contractor called day of installation and told us he had asick employee and to cancel and rescheduled for two weeks later we agreed . two weeks later an employee of american standard called and said they had'nt received the materials to do the job . they then scheduled it for at a later date said they would call . called and said work would start thursday midday contactor was a no show so i called to find out what happened and then called by contactor and i was mistaken that it was to start friday . at that point i had lost all confidence in the contractor and cancelled the project. at that time i notified the salesman and he totally understood and told i would get a refund of my deposit. since that time ihave been trying get hold of the gentleman whose number was given to me, i have left messages but has yet to return any of them

  Business response

  11/05/2023

  We regret that we have been unable to reach each our customer. 

  Your account has been reopened for refund consideration. Please allow 72 hours for sales management review. 

   

   

  Customer response

  11/13/2023

  please continue with complaint

  Customer response

  11/13/2023

  I am rejecting this response because i have not been contacted:   

  Business response

  11/14/2023

  We regret the delayed review and response. However per our agreement cancellations that occur after the initial first 3 day period are subject to a 15% fee due to expenses related to administration and product production. However your refund has been approved and is now in process. 

  Customer response

  11/15/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im writing this review for my parents that are seniors. Taking money from elderly people on a fixed income is criminal. We saw a salesman, *****, in September 2023 that knew we needed the tub due to a disabled vet in the home. We paid a $1000 deposit by check. My father thought the tub and install was too expensive even if it would be to help with his disability. Upon researching the loan specs we found that the payments would total $40K+ by the end of the loan for a walk-in tub. I told the salesman ***** about our decision not to pursue and he was not working that day but said hed get the information to the right people. We instead bought a similar tub and had it plus a walk-in shower installed by a master plumber saving us thousands. We still expect to have our $1000 returned. Although ***** spent his time with us and was very nice we still didnt install a tub with the company. We would recommend ***** for those who cannot achieve a walk-in tub update the way we arranged. I have called the billing department multiple times. A young lady mentioned that there was a death in the family and that was why I couldnt get anyone to answer my calls before. She gave me Chads info because he is the person that would be responsible for the refund. We have tried to get him to return a call so many times its ridiculous. ***** escalated our concerns to his boss and we finally received a call back from **** that day! Yipeee right?!?!? Wrong. I was assisting my disabled father at the time the call came in so my hands were tied at that moment. I called **** right back minutes later and multiple times since. We never heard back from **** since that one single solitary call back after it had to be escalated by sales leadership. We will not cease to request the return of our $1000 for no service or product provided. An established company that TAKES/STEALS money from senior citizens is beyond belief. The most criminal thing that occurred here is that instead of cashing the $1000 check we wrote, they input it as an electronic bill payment. I guess thats to get the money faster or have difficulty tracking it, I will not leave this alone until the money is returned to the rightful owners. If legal fees are incurred, we will seek reimbursement.

  Business response

  12/13/2023

  The information provided has been reviewed however the cancellation notice was not received per the requirements. The cancellation information was received verbally outside of the 3 day window and after the customer product order was submitted for production and installation scheduling had secured a date to provide the installation. 

  The information is now being reviewed for additional consideration. 

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