ComplaintsforSafety Tubs Company, LLC

• 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. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I transacted for a walking shower on Sept.,25,2023. I was told to expect installation in approximately 4-6 weeks, I received a call from American Standard scheduler, setting my install date for Monday, Oct.16th. The 16th came and went, no call, no show. I called left a message for my scheduler, he didnt call back. I called back again Wednesday the 18th, was told they would contact the installation team to find out why they didnt show up. I was scheduled again for the 23rd; same thing happened again. No one called or showed up. I had to call repeatedly to get through to someone. I was given excuse after excuse as to why no one from American Standard would call me, their customer back, update and resolve this situation. When I was finally able to talk with my assigned scheduler, he told me he didnt know why the installers didnt show up for my installation!I called the company that financed the balance of my shower install and they couldnt help **** paid $3,000 down and financed $10k.I dont understand how a company thats supposed to be reputable could take my money and then stall, ignore and be dishonest with me. If they arent interested in completing the job, refund my money, cancel the contract( in writing )and Ill gladly go elsewhere!!

  Customer response

  10/30/2023

  
  

  Business response

  11/14/2023

  Thank you for escalating this. We have shared you comments with our national install manager and director of installations. While we have implemented processes to assure appropriate and timely delivery of product and services there are times when issues occur. Unfortunately we cannot always control every aspect of the process. Field installation management should be responding in the next 24 hours. 

  thank you 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 22, 2023 I called American Standard aka Safety Tub, ************ to report water flowing from inside the tub (like it was leaking) behind the access panel. The person whom I spoke with suggested I get a plumber which I did. Plumber replaced faulty stainless steel flex at tub connection after purchasing the part at *********** He inspected all pertinent areas for water damage and concluded there was none. I was presented with a bill of $707.20 which I paid on the spot. I had sent American Standard aka Safety Tub all supporting documents and pictures immediately after the leak happened.From August 25 thru Oct 12, 2023 I communicated with Safety Tub re: my reimbursement of $707.20 which I still have yet to receive. I spoke with ********************* who is the ********************** Coordinator at ************ option 2; email is **********************

  Business response

  11/09/2023

  We do apologize for the delay. Notes indicate that we have agreed in principle to reimburse the customer but the documentation received was not legible. We will follow up in the next 48 hours to expedite. Thank you for your patience. 

  Customer response

  11/13/2023

  I am rejecting this response because:   I resent the documents and photos, along with a better view of the invoice.  I did this on October 19th and on October 25, received another request for the same information, giving the same excuse. I have provided everything including the plumber's phone number.  This has been going on since August 23rd. I have the defective part and have sent pictures with plumber's showing where it broke.  

  Business response

  11/14/2023

  The reimbursement has been approved and is process. 

  Customer response

  11/21/2023

  It is now 11/21/2023. The plumber completed his work on 8/23/2023. Three months of excuses why I have yet to be paid. They have the plumbers invoice, including his contract information. I have complied with all their requests. In return, they string me along saying, payment is in process. 

  Customer response

  11/28/2023

  I am rejecting this response because:   

  It is now 11/21/2023. The plumber completed his work on 8/23/2023. Three months of excuses why I have yet to be paid. They have the plumbers invoice, including his contract information. I have complied with all their requests. In return, they string me along saying, payment is in process. 

  Business response

  11/29/2023

  We have confirmed that the payment was approved and accounts payable has processed the check. It is being sent via ***** Regrettably it has not moved as quickly as the customer or we would like.  

  Customer response

  12/01/2023

  I have reviewed the business response and accept this resolution. 
  

  I have recently received entire reimbursement. 
  

  Thank you so very much for your help in this matter. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2023 American Standard came to my home to do a shower conversion. One of the shower doors was damaged and the k*** for one of the shower doors was missing. The shower wall is too close to the toilet and needs to be cut so it even withe other side. The contractors assured me that they would be back in a couple of days to replace the shower door and complete the job at that time. I have contacted American Standard about 5 or 6 times to find out when the the contractors were coming to complete the job. I was told they wasnt aware of the problem and would have someone contact me. They will talk to the regional manger that handle this area and have them call me. They will get in touch with the contractors and have them call me. To date no one have contacted me bout this matter. They continue to give me the runaround telling me that someone will be contacting me. This company has been paid in full for a job that is incomplete. The only reason I released the funds was they assured me that they would be back in a couple of days to complete the job. Here it is 2 weeks later and no one have contacted me. They need to send someone to come and complete this job. Im very disappointed with this company.

  Business response

  01/12/2024

  As of 10/19/2023 no warranty or service issues remain. Please contact us at ************ option 2 for additional assistance. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to get warranty work done on a walk in tub with no success.Originally called on August 29, 2023 about repairing a leaky faucet.I never heard from them.Contacted them again on September 26, 2023 and was told they would look into it and would get back to me. They said the repair part was sent and didn't know why I hadn't been contacted.No one contacted me back like they said they would.I called again on August 27, 2023 and was told that they would make another inquiry and I would be called back and updated. Nothing.Called back again on August 28, 2023 and was told they knew nothing about the issue.This is the second time I have sought warranty work with the same run around tactics..Totally unsatisfactory..

  Business response

  09/29/2023

  Thanks for bringing this to our attention. We regret the delay. Our service manager is reaching out to our local service repair agents to determine a quick solution. 

  Business response

  09/29/2023

  Thanks for bringing this to our attention. We regret the delay. Our service manager is reaching out to our local service repair agents to determine a quick solution. 

  Customer response

  09/30/2023

  I am rejecting this response because:   this is the same thing I am told every time I talk to one of the representatives on the phone. If the company is not going to honor their contractual agreement within their warranty then I deem them to be in breach of contract and demand a complete refund and they can retrieve their walk in tub ASAP.

  Business response

  10/26/2023

  We sincerely regret the extended delay in response. Service repair agents are in extremely high demand. We will follow up wit the customer. 

  Customer response

  10/26/2023

  I am rejecting this response because:   the issue has yet to be resolved and now it is going on 2 months.... Unacceptable.... Why have a warranty if you are not going to honor it...

  Business response

  12/18/2023

  Service was performed 11/10/23. No issues remain. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/20/2023 installers came out to put in a walk in tub. They do what is called a dry fit which is they actually set the somewhere in the house and have you step in the tub to see if you can get in the tub and try things out, at that point after trying the many different ways after the sales rep stated that I could slide my rear end to the seat, it was not possible that I would not fit in the tub. I am six feet tall and my legs are really long. Two times stressed my height and the length of my legs. Ok, the dry fit. Sure enough my knees came to the wall of the tub when I was seated at the edge of the seat. As the sales rep said I could do to get down into the tub. None of that was the case, it was extremely a small fit. While the installer was were still here I called the sales rep about my down payment being refunded. My down payment was 10% of the bill which came out to be $2000 and I paid by check and it has cleared my bank. I called that Wednesday when I knew this tub would not work for me. Called ************************* I told him the situation and asked him about refunding my deposit. ***** said that administration handles that and that he had to go. I called back on 09/21/2023 I left a message with ************ and I sent him a text message on 09/22/2023. I have not received and call back. I have tried **************** one more time this morning and have not heard anything. I would like to be refunded my $2000.00. After doing the dry fit with the installers that is when I knew that it was not going to be a good fit for me. No one will call me back. I am not getting anywhere to get my money back.

  Business response

  10/11/2023

  Thank you for bringing this to our attention. We regret any misunderstanding. There is by contract no deposit refund after the 3 day right of cancellation. 
  

  However, we have escalated your comments to the national sales leader for review. Please allow up 3 business days for a response. 

  Customer response

  10/11/2023

  Oct 10th I received a voicemail from *********************, Mgr ****************** **************** said he had overlooked the order and was making the authorizations to refund my $2,000.

  I will notify the BBB if I do receive the refund.

  Sincerely, ***********************;

   

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  07/08/23 Sales representative ******************* from American Standard came to my home and gave me sn estimate for shower replacement, I signed and gave a deposit of $1,190.00 she took all measurements. On August 3rd, the installer arrived and removed my existing shower then proceeded to tell after that the shower was measured incorrectly and were unable to install new shower and doors, I was informed a new shower and doors will need to be ordered. On August 16th the installer was scheduled to come and complete the job, He never came nor called. I reached out many times and sent email to American Standard with no results. At this point I just want my deposit returned.

  Business response

  09/13/2023

  We apologize for the delay in response. 

  Your deposit has been approved for refund. 

   

  Customer response

  09/14/2023

  I am rejecting this response because:   To this date I have called many, many times to the ****************** with the result of American Standard never answering their phone, you cannot leave a message. I have the ************** and chose the installation line and spoke with ****** on 8/28 and she assured me that I would receive a refunded within 7 to 10 days. As of today 9/14/2023, I have not received a refund. I have called the install number every day since and have been transferred to finance department, but no one has every picked up that line. on Monday 9/11/2023 I called yet again the install line (that's the only line that answers) and spoke with a woman who gave me the number of the gentleman that handles returns I believe his name is ******************* I could be wrong as he does not answer his phone, *************) but I did leave a message and not heard back from him not American Standard. I am just asking this company to respond to me and issue me a refund.

  Customer response

  09/14/2023

  I would be satisfied with a refund if I received it, I have not. I have made many attempts to speak with this company but I sm unable to get intoucj with them

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