ComplaintsforSafe Step Walk In Tub

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3-21-24 we had a Safe Step Tub installed. The product is nothing like the salesman presented. Very difficult to enter the tub, jets very weak, very tight fitting. We asked to try tub first to see about fit. We were told that wasn't possible. After install and first use, there is a split in the casing as well as residue on surface of the exterior. I called customer service on *******. They said they would put out a ticket for repairs. I expected a call to set up a time. The next day when I didn't hear anything, I called back. Being in call wait for 10 min. I was hung up on. I called back and finally someone answered. I explained the situation. She said it can take up to 7 days to schedule. That seems way too long considering the tub was not installed correctly. It seems like their service is not present after the sale. I want the tub fixed.

  

  Business response

  04/08/2024

  The service call to redo some caulking was completed on March 30th. We encourage customer to contact us if they have any further issues.

  Customer response

  04/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The tubs were installed about 5 years ago the company is refusing to honor the warranty due to my mothers husband passing away. The tubs started not working properly while my step father was battling cancer. My mother and step father have been married for 25 years with my mother being the property owner. This company has stated since only my stepfathers name was on the receipt that this warranty is non transferable irregardless of them being married

  Customer response

  02/15/2024

  The company has reached out to us to try to resolve the complaint they have added my mother to the warranty and they have offered to put us on the schedule for repair at no cost to my mother I will keep you informed if any other action is needed

  

  Business response

  02/27/2024

  As indicated by the customer, we have this repair on the schedule and have added the spouse to the warranty. 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work on the walk-in shower was started by BG Construction on 5/10/23 and mostly done by April 2023. We paid the balance $16123.22 at that time for work order #****** . Deposit was $4000.00. Plumbing company ***** Home Specialist did the plumbing work as sub contractors to Safe Step. We noticed a noise behind the shower after install was completed.I called Safe Step and ***** (no last name given) finally called back after several promptings. Plumbing company came out and did something but it did not fix the problem. **** the installer replaced a valve twice but problem still exists. Water hammer can damage the existing plumbing so I am very concerned.***** says now that the existing plumbing is bad but I have read enough to say that is not right as we did not have water hammer previously.He now says the company will not pay for the replacing of plumbing behind the shower to correct the problem . We never had this problem before the work was done and a correction is something Safe Step needs to do. When I called the company several times ***** only called back after I called him again. He is one of the rudest customer service persons I have ever dealt with.Safe Step in ********* says the company here is not a part of them which he denies.He will not give me name of his manager or any other phone number to ask for assistance.

  

  Business response

  11/30/2023

  Our records indicate this customer was seen by our service team on multiple occasions. The sound they are describing is not caused by ************* unit that was installed. Multiple service personnel have provided this same information to the customer. ************* unit the company installed is in proper working order. The sound the customer describes is also in other parts of the home not serviced by Safe Step. This is not a problem caused by Safe Step or work contracted for with Safe Step. We understand how frustrating it can be to learn of problems with one's plumbing. We are sorry to report none of these issues are related to ************* installation of a shower unit. 

  Customer response

  12/04/2023

   
  Complaint: 20855224
  

  
  I am rejecting this response because:

  If you actually heard the banging of pipes sound you would know what it is. We never has this before they did the install of the shower and for you or anyone to imply we did is calling us liars.

  When the young plumber was trying to repair the pipes he SAID to me that it looked like it was partly their fault and partly installers fault. The Installer told me that the fix did not correct the trouble.
  

  We do not deny that a fix was tried and did not work but it has been almost 8 months and this has not been corrected.

  The L and I inspector had not signed off on this job  and when he comes I will discuss it with him as I do not believe he will sign off with this water hammer as an ongoing problem

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

   

  
  

  Customer response

  01/05/2024

  *******,

  I have not responded as I had to wait to hear from WA Labor and Industries which I did yesterday.

  They will be contacting Safe Step. the installer Brad  and the plumber ***********************.

  Safe Step has not offered any resolution except to call me a liar.

   

  Thank You

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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we spent almost ****** on a walkin so it would be easy for me since my cancer surgeries . now the shower drain leaks and runs under the house to the sump pump. we have tried to resolve and they don't even call back and have had this problem about 3 months..

  

  Business response

  10/23/2023

  Our records indicate our service team has been in contact with the customer. The great news is repairs were made as needed and the cost is being covered by Safe Step. 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE SEE THE DETAILED ATTACHED Safe-Step Tubs Northwest Inc. COMPLAINT DOCUMENTS IN THE FOLLOWING FORMATS: .docx AND .pdf

  

  Business response

  02/03/2023

  The consumer has intimated legal representation or action, thus we can only refer this matter to the corporation's legal department for resolution. 

  Customer response

  02/21/2023

   Subject: Non-Resolution of Complaint ID# ******** against Safe-Step Tubs Northwest Inc.; Request to Re-Open Complaint ID# ******** I was shocked when I finally was able to view my complaint against Safe-Step on your BBB website. It does not list my complaint (provided to BBB on .docx and .pdf formatted documents) and states the complaint was answered by the company. The company, Safe-Step Tubs Northwest, NEVER answered my complaint. They again lied. It is sad my full complaint is not visible online to warn others about the practices of this company. For your benefit, I am again replying with my formal request to reopen this complaint. I ask that you please either display my previously provided full complaint (detailed on attached documents with .docx and .pdf formats) or fully display this follow-up message dated 02/17/2023 and 02/20/2023. To Whom It May ******** I did not receive any response from the BBB until 02/17/2023 due to both severe illnesses and issues with our internet services and email accounts. I have not been contacted by Safe-Step Tubs Northwest Inc. This matter, Complaint ID# ******** continues to remain unresolved as of this date, 02/17/2023. No one from the **************** of Safe-Step Tubs Northwest Inc. has made any attempt to contact me to even attempt to resolve this matter. The response from this business, Safe-Step Tubs Northwest Inc., "The consumer has intimated legal representation or action, thus we can only refer this matter to the corporation's legal department for resolution," does nothing to resolve this matter and is woefully insufficient to even begin to resolve this very serious matter that has made everyone in my family extremely sick. I wish to reopen and continue with my Complaint ID# ******** due to the willful and grossly negligent failures of Safe-Step Tubs Northwest *** and/or their stated "corporation's legal department," to contact me and formally respond to this complaint. PLEASE NOTE: Legal action would NOT be required if Safe-Step Tubs Northwest Inc. would contact me, accept responsibility for this matter, and pay all associated costs to fully remediate and fully resolve the current and ongoing problems as set forth in my formal complaint. At this present time, we are NOT represented by legal counsel, but we retain the right to retain and formally hire our attorney, at any time in the future, and to file multiple civil and/or criminal lawsuits in *************** and Federal courts should this business, Safe-Step Tubs Northwest Inc., continue to ignore and disregard our many GOOD FAITH attempts and efforts to work with the business to reach a satisfactory resolution of this serious matter. We continue to strongly contend that Safe-Step Tubs Northwest Inc. is fully (100%) responsible for this matter either by 1) their faulty walk-in tub product design (as installed in our home), 2) their grossly negligent contractor's ***************************** of the walk-in tub in our home, 3) their willful and gross negligent failures to timely and properly obtain the required work permits (construction, plumbing, electrical, etc.) and have the required work final inspections (construction, plumbing, electrical, etc.) timely & properly performed, as set forth in *************** Revised Statutes, laws, and local (****** County & *****************) laws & ordinances, and industry best practices, or 4) their willful and gross negligent failures to timely and properly honor the manufacturer's warranty and/or the additional extended warranty we purchased at the time we purchased this walk-in tub. To summarize, the Complaint (ID# ********* against Safe-Step Tubs Northwest Inc. HAS NOT BEEN RESOLVED and a final resolution has not been reached. We therefore strongly wish to re-open Complaint ID# ******** against Safe-Step Tubs Northwest Inc. Thank you again for your continued assistance in our efforts to fully resolve this outstanding matter. ************************** ********************************************************************* ************** ************** ******************** ************************ 
  Sent from *********************** (************************)
  

  
  

  

  Business response

  03/07/2023

  As indicated in the previous response, this matter can only be handled with the legal department and not through a private, for-profit business such as the BBB. 

  

  Business response

  03/16/2023

  This interaction has been responded to twice previously. Our files also indicate nothing has changed, our service team has reviewed the working order of the tub and reported it all works properly. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 29, 2022 we spoke in person with a salesman from ************** based in *******, **. We thought we would like to purchase a walk-in tub and gave him a check for $2000 as a deposit. After reviewing our financial situation, we decided we just couldn't afford to go through with the sale. According to their contract, we had until Nov. 3 to cancel our agreement. I cancelled on Nov. 1. Their agreement states:"If you cancel, any property traded in, any payments made by you under the contract of sale, and any negotiable instrument executed by you will be RETURNED within fifteen (15) business days following receipt by the Contractor of your cancellation notice, and any security interest arising out of the transaction will be cancelled." Since we cancelled so early, I assumed our check would be returned within 15 business days. Instead, our check was cashed immediately. When I asked them why they didn't return it, they said that was their company policy and a refund would be issued. I have spoken with them many times since and have only gotten the "run around". I was actually told on Dec. 5th, that they would overnight a check that day. I called again two (2) days later only to be told they would have to call me back. On the 8th of Dec. ****** called me and said she didn't know what service they used and would try to find out the tracking number. (She was not in the office that supposedly generated the refunds.) We have not heard anything since.We are retired & on a fixed income. This $2000 has almost depleted our meager savings account. The phone number I have been calling is ************. The number I was given as the office that generated refunds.

  

  Business response

  01/11/2023

  Our records indicate this refund was processed as normal on December 12, 2022 and the customer received and cashed the refund. 

  Customer response

  01/11/2023

   
  Complaint: 18552693
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* & *************************

  We did receive the refund they processed on 12/22/22 but it was not even processed until we filed the complaint.  It should have been received by the second week of November, not over a month later.  They were able to use our money and earn interest on it through investments or deposits for that entire time.  I believe they should have offered to pay interest on our money.  My biggest complaint is that they kept lying to us about the refund being processed.  Also, they broke their own contract by not honoring what it stated.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased lifetime warranty with this tub and now been out of service for 3 months waiting on controll box since I called the first time about not working. The door has been replaced 3 times and due to separation of fiberglass.It is not handy cap friendly still need to kneel on the seat to close door It never fills up to voter entire body unless you slump down in the tub.The pillow that comes with the tub doesn't fit anywhere in or on the tub in order to use it.

  

  Business response

  10/27/2022

  Our service records indicate the customer has been in contact with our service team 6 times in the past 3 weeks, and that the part needed arrived on 10.26.2022 and that service is now being scheduled by **************. 

  Customer response

  11/03/2022

  Complaint: 18178045

  
  

  I am rejecting this response because: *********** sent me the items that needed attention i.e. door and control box but no one has responded to install the items if I install myself then I would void the warranty. I have no direction on what is happening. Now still another month of not having a tub for my ailments. 

  
  

  Sincerely,

  
  

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

  

  Business response

  11/03/2022

  Our records also show that parts have arrived, and that a service technician has been assigned to schedule the service. 

  Customer response

  11/04/2022

  Complaint: 18178045

  
  

  I am rejecting this response because:to-date no one has called even to schedule an appointment for service. I have had equipment for 9 days and the door has been delivered for over 3 months

   

  
  

  Sincerely,

  
  

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

  

  Business response

  12/12/2022

  Thank you for making us aware that ************** has not yet added you to his schedule. Our service manager reached out again on your behalf this morning to ****** a date for service. We will contact the customer directly when we have secured this service appointment. 

  Customer response

  12/20/2022

  The case has not been resolved I was waiting for their technician and he had just been here but tub is still not working had to order more parts. It took until 12/ 18/22 for the tech to show.

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

  

  Business response

  01/11/2023

  Our records indicate the customer has been in direct contact with the service technician and the issue is being resolved. 

  Customer response

  01/18/2023

  Complaint: 18178045

  
  

  I am rejecting this response because: tub is still not operational  

  Jets are still not operational. I have not had any communication  with tech since last time he showed up ,and said jet pump is out of order. Poor quality of products and poor response on service

   

  Sincerely,

  
  

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

  

  Business response

  02/10/2023

  Our records indicate **************** is working directly with the service technician, ****, to resolve this issue. We also show that a service ticket was created and is actively in progress. 

  Customer response

  02/14/2023

  Complaint: 18178045

  
  

  I am rejecting this response because: even though the tub has been working now for 2 days was repaired Feb 11 2022 finally It has been almost 8 monrhs of not used for a $20k tub one would expect better service

  Now serviceperson for this area would rather work in ******* installing a competitors tub.who will service this area if something else happens. 

  
  

  Sincerely, 

  
  

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

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of March of this year, we spent a large sum of money to have a Safe-Step tub installed in our home. We did so because one of us has serious nerve pain in the legs and lower back and we believed the tub, with its jets etc, might help.It does help, WHEN it is working. But it often does not work and Safe-Steps responses to this and other problems have been horrifying. Thus far we have experienced: The installation crew nearly coming to fisticuffs in our driveway * The critical 'quick drain' feature not working properly and THREE separate service calls before it was resolved. A wall broken in the installation and, despite promises, not yet fixed, with at least one no-show appointment A second drain problem, with another no-show appointment.

  

  Business response

  09/23/2022

  Our records indicate we received a service email on 9.13.2022 and that the service was completed satisfactorily on 9.19.2022. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** and communications with sub contractors, installers and ******* office sucks! On June 28th a sales rep gave a good presentation.On Aug 16th, two installers and electrician showed up promptly.However, when I received the initial calls for sales rep **** it was at 7am pst. Called 3x, until I woke up and answered.The install and electrical work done promptly on day and time scheduled. However, plumber never showed up or called. Thus, tub couldn't be tested out. Plumber came next day. He said he'd never been called for install job the day before. Though his company or Safe Step lied and said he was. In fact it was said, he had shown up here and no one was here. Which was not true! Installers arrived promptly at 8:15, electrician shortly after that.Plumbing done on Aug 17th. The tub couldn't be turned on. As the electrical switch didn't work. I called **** at ************************ and confirmed for installer to return Saturday 8/20 at 8:45am.He was a no call/show. Unable to contact anyone as to why installer didn't show. Could only leave message and told to call back on Monday. I was scheduled to be in the hospital in a few days and this was frustrating and unacceptable!Again, lack of communications between company, employee's, contractors and me the customer!On Monday, again called **** at the ******* office and was told he didn't know why the installer *** was a no call or show the previous Saturday. *** called and said he was given the wrong work order the previous Saturday. Thus, couldn't call me but would be here within 2 1/2 hours. He was and got the electrical switch working. I've used the tub six times, since the installer was here. With each time there is a strong odor of dampness that gets stronger with each use. To a point that it's making me sick with headaches and smelling up my house.I've left several messages with ***************** and **** at ******** office.I've not made first payment. Smell is noxious, feel no payment gone!

  

  Business response

  10/27/2022

  Our service records indicate the service call for an odor in the bathroom was completed on 9.7.2022.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *************************** sold me the smallest Safe Step Tub the 17th of September, 2021. Installer showed me a basin filled with ***** Water, explaining I had a 30Gal Water Heater that was older (3 years?) & needed a 50Gal. I asked "Why did you not check to ensure I had the proper appliance to support this Tub?" What is extremely confounding in all this, is that I now know all this new data around Hot Water Heater Performance that I didn't know until 2 evenings ago when I found this link, which easily informs the mathematical factoring of which size works for the needs of the home/family; to wit: SSTs Giving a $500 Credit is a CLUE that SSTs INDEED HAS KNOWLEDGE of what capacity Water Heater performs best with each size Tub offered by said Company. And WELL THEY SHOULD KNOW & adhere to this RULE OF THUMB! WHY DON'T THEY???? http://waterheatertimer.org/What-size-water-heater.html Furthermore, on the Better Business Website, there is currently a very recent problem showing up that mirrors nearly precisely my problem! Why is it, then, that the Salesman, ***************************, noted on the Contract that I possess a 50 Gallon Water Heater; that was a LIE - it is only 30 Gallon, which was easy to ascertain through labeling on the Unit (#ofGallons is built into the Part ID by Reliant, the manufacturer of my then-current 30gal tank), as well as the 18" diameter with only 48" in height dimensions! I was able to get an additional $1500 credited on top of the $500 credit noted on the Contract where this LIE is noted & they had me initial that spot. I have no idea what it is really for, and the Contract is UNCLEAR.Several subsequent conversations with various Safe Step "Agents" (*****, *** ****** ****** I've also spoken at length with ***** & *****-both in accounting) assured me that yes, a 50 gallon would work the tub sufficiently & how sorry they all were to discover ******* "mistake"I request a full refund of $18,400 minus their $1,500 credit given for a new water heater.

  

  Business response

  11/12/2021

  We understand how frustrating it can be to learn that hot water capacity may fall short for a tub. This is why we do our best to educate consumers about those needs when they order a product as well as provide a significant discount to help. If an error was made here, it appears that we also offered the additional monetary discount over and above the standard allowance to compensate the customer. If you're still having issues with hot water, please contact service, though we see the job file is annotated that the customer was happy and satisfied with our additional payment for a water heater and that everything is working correctly. We are unable to provide a full refund. The remodeling job is complete and working properly. 

  Customer response

  11/12/2021

   
  Complaint: 16123152
  
  I am rejecting this response because:  I last spoke with ***** either on 8th or 9th November to inform him that his "trick" of informing me of the extra hot water tab did not work and that I still had not enough hot water to fill the 85 gallong tub past the 1/2 way **** up to the 2nd row - middle - of back jets.  NO WAY did I EVER SAY I WAS HAPPY NOR AM I SATISFIED!!!  Why would I bother going thru this hassle of filing an oline BBB complaint?  
  
  Full Data I have compiled is as Follows and I will be speaking to an attorney and the ************** AND THE *** about this abuse by this company that KNOWS I HAVE CALLED them repeatedly, even to their ************** ******* Rep ******************* just yesterday after clicking their ******** Site by accident!
  
  About Me:   I am disabled 25 years behind PTSD from ******* strangulation in my home back in ****, coupled with physical complications of having Hepatitis C, with an auto-immune disease  - Cryoglobulins - that causes arthritis in my hands & feet to accelerate astronomically; I am 67, yet have feet & hands internally similar to someone in their 90s, and have endured 12 operations between those four appendages, alone!  I also have Spinal Cord Stimulators for whole body coverage of severe painful spine herniations in every region of my spinal column; stenosis & spondylosis.  All the aforementioned illnesses are diagnoses I've lived with for decades.  My husband was Series 7 Independent Stock Broker, after serving in the Navy during the ******* Era; he passed in 2001.  I worked as a Contracts Paralegal in 2 of our Country's largest & most prestigious Law Firms; ****************************************************** (********* 1990-94), and *********** ***** Plant & ******** (**********, 1994-96), before becoming disabled in 1996.
  
  I had decided after watching several TV commercials, that I ought to check out these new Senior Safe tubs ... and I told the salesman I was able to do it if the cost came in around $12,000.  I am now in for almost $22,000 and I STILL CANNOT USE THE *** to its full capacity - due to LIES about the Water Heater size needed to fully operate it (I have the smallest model: 85 gallon tub).
  
  
  *************************** sold me the smallest Safe Step Tub the 17th of September, 2021.  It took me calling them back wondering if my Order was even moving forward after not hearing another word for almost 2 full weeks.  They said they were having trouble financing for me; I assured ***** that I could throw it all on Credit Cards if need be.
  
  The Installer was *****************, of ********, ****** (about 3 hours North from my home).  Near the end of a 7 hour install, **** showed me a basin filled with "Rust Water" ... I ran out of the house & bellowed extremely loud out my back door, then proceeded to demand answers as to "Why did you not check to ensure I had the proper appliance to support this Tub?"  **** calmed me down, as I realized that was inappropriate for me to bellow at the Installer.  Note:  The Installer never walked me through any demonstration of the Safe Step Tub.  I produced 2 credit cards for the payment of something I was promised would work, once I just got a 50 gallon hot water heater; and that is simply NOT TRUE ... Sadly, what now sits in my bathroom cannot be used except for showering and foot baths.
  
  What is extremely confounding in all this, is that I now know all this new data around Hot Water Heater Performance that I didn't know until 2 evenings ago when I found this link, which easily informs the mathematical factoring of which size works for the needs of the home/family; to wit:  Giving a $500 Credit is a CLUE that Safe Step INDEED HAS KNOWLEDGE of what capacity Water Heater performs best with each size Tub offered by said Company.  And WELL THEY SHOULD KNOW & adhere to this RULE OF THUMB!  WHY DON'T THEY????  http://waterheatertimer.org/What-size-water-heater.html
  
  Furthermore, on the Better Business Website, there is currently a very recent problem showing up that mirrors nearly precisely my problem!  
  https://www.bbb.org/*****/*********/profile/baths/safe-step-walk-in-tub-0573-37036518/complaints
  
  Why is it, then, that the Salesman, ***************************, noted on the Contract that I possess a 50 Gallon Water Heater; that was a LIE - it is only 30 Gallon, which was easy to ascertain through labeling on the Unit (#ofGallons is built into the Part ID by Reliant, the manufacturer of my then-current 30gal tank), as well as the 18" diameter with only 48" in height dimensions!  I was able to get an additional $1500 credited on top of the $500 credit noted on the Contract where this LIE is noted & they had me initial that spot.  I have no idea what it is really for, and the Contract is UNCLEAR.
  
  
  Several subsequent conversations with various Safe Step "Agents" (*****, *** ****** ****** I've also spoken at length with ***** & *****-both in accounting)  assured me that yes, a 50 gallon would work the tub sufficiently & how sorry they all were to discover ******* "mistake" ...
  
  
  NO, NOT ACCEPTABLE.  I have since conducted extensive, and rather exhaustive, research into the mathematics underlying Water Heater Performance; Links above to support what I NOW KNOW and am now DEMANDING answers as to why NO ONE at Safe Step Tubs seems to KNOW that a **************************************************************************** ***S!!!!!!!
  
  
  I have only used it three times, so far; 3-4 days apart between them ... I have PTSD every time I go in to the bathroom now, just pondering when the next failed bath is going to go.  The first time, a k*** flew off and blew water everywhere until I could secure it back on without having glasses on my face in order to see.  It had not been seated correctly during install & was hissing by my right ear, up on the back portion edges.  Some explanation that it has to do with Aroma Therapy - I guess I will never learn why it comes off or how I can use it for that purpose?  No directions can I find anywhere about this.
  
  
  First experience was using tub as a shower, letting shower water flow out of drain - not allowing all water to be trapped inside the 85 gallon tub, as I bathed & shampooed, under the shower head first, then stopped the drain up.  Mid-way through filling tub, the weird plug flew up & I assumed I might have lost some of the hot water & pressure from that, so tried again the same way a 2nd time.  Cold water was produced by the time water reached the middle of the 2nd/middle row of back jets.
  
  Second Experience:  I plugged the drain immediately & showered & bathed while tub filled.  I didn't know about the "extra" turns on the water hot/cold k*** at this point, so was just trying to see if one full tub could be gotten if I didn't lose water like in the first experience.  Water got cold as it reached just over the 1/2 way **** of that 2nd/middle row of back jets.
  
  
  Third Experience:  After speaking with *****, who enlightened me as to the "extra" hot water access (I subsequently have discovered the "extra" cold water access in the opposite direction).  That did not help the situation one bit.  I plugged drain to ensure all water was kept inside tub, and still it only reaches to the middle jets on the back.  I was so "desperate" to just feel the back jets, I ran them for about 30 seconds, or so, and again, had to take everything out to mop up all that water all over everything in the bathroom.  I am disabled and I do not need this extra STRESS!
  
  The 50 gallon Water Heater I was able to get installed here for $2,000 was thru the same Plumber used during install.  He set the temperature at 130, above the "scald" point.  He was hesitant about setting it to the 140(max) that I suggested.  I have not considered just setting the temp any higher, after reading through the Link above about sizes of Water Heaters...
  
   I live an hour from where most of the trades companies are based in rural Southwestern Oregon; where it takes extra money & extra time to produce results on most home improvement projects.  I have remodeled 6 homes in the last 20 years.
  
  This remodel might break my spirit entirely.  It is what has kept me going since my husband passed, as I don't have children.  I find no joy in this one, due to Safe Step Tubs - this is my first bath remodel - and it will definitely be the last time I seek a Safe Step Tub; most all my neighbors saw it coming in ... and they all know how horrible this problem is making my life right now.
  
  
  I had to mop up the bath floor twice - after the 1st and 3rd baths.  I tried using the back jets that 3rd time ... I know better now!  I used to own a full size outdoor hot tub 19 years ago ... I am disabled & have limited use of my hands on any given day!  Have had both Thumbs Basal Joints replaced. 
  
  I have attempted to cover every aspect of STRESS caused me by Safe Step Tubs.
  
  I request a full refund of $18,400 minus their $1,500 extra credits given for a new water heater, and removal of this FREAK of a ***.  There is NO WAY I could ever have someone come service it here, not after how the Install went, are you KIDDING ME?
  
  
  **************************
  
  Sincerely,
  
  ***********************

  

  Business response

  11/15/2021

  We are sorry to hear of your frustration. We have taken every measure available to us to compensate the consumer for an additional $1,500 for a water heater. 

  

  Business response

  11/16/2021

  Again, we're sorry to learn of this customer's frustration. We can confirm the install of our product was done to specifications and the tub is working properly and without defects. For clarification on the jets, what we read was the customer ran water into the tub, while not occupying the tub, to gauge what amount of hot water would be generated. Then, it reads that the customer turned on the jets while the jets were not submerged in water, causing water to spray on the floor. This is not a defect. The water jets are meant to be used while submerged. 

  Customer response

  11/17/2021

   
  Complaint: 16123152
  
  I am rejecting this response because:  
  

  9/17/21 Salesman entered 500 Gallons by Capacity and Gallons on Contract, then crossed through the 3rd 0 to clarify that it was 50, assuring me 50 Gallons should be enough (see Initial Survey);contract says Safe Step will not be responsible for any hot water (H/W) shortage.  The exchange during the Sale/Purchase was a very vague one & I never understood why Safe Step offers $500 immediately at this point, if as 7 of their Agents or more have assured me, that 50 Gallons would be plenty sufficient.
  
  10/28/21 Installer discovered I only had 30 Gallon Water Heater (W/H) at the END of the INSTALL; showed me rust water in foot basin, explained 30 Gallons would not be adequate. He secured $1,000 more credit that day, through **** all assuring me a 50 Gallon W/H **** was what my contract said I had, and that a 50 Gallon W/H **** would be enough.  [WHY?  WHY did the Installer not double check W/H Capacity BEFORE INSTALLING?]
  10/29-31/21 After several calls, I live remotely, yet was able to secure same Plumber that was here during Install: DK Plumbing (Coquille).  I was told to buy a 50 Gallon W/H, discussed with DK the situation, and was again assured a 50 Gallon W/H would be sufficient.  I also explored ****less W/H and, due to having no natural gas, and the added expense to switch to propane, I opted to stay all electric.
  The first trial after the 50 Gallon W/H got installed and EACH TIME I TESTED THE *** I SAT INSIDE of the ***, plugging up the drain after the first time of showering first & losing that water out of the drain,hoping that might help to keep all the water during showering hair & body while basin fills with water WHILE I AM SITTING INSDE OF IT, WHILE I AM DIPPING MY HEAD UNDER THE WATER SPOUT, WHILE I AM WASHING MY HAIR & SCRUBBING MY BODY GET IT YET?????  The ONLY TIME that tub was run without me sitting inside of it was during the Installation, when ***************** called me in to see the ***** Water down in the foot basin.
  Every time I have attempted to used the tub, the H/W is depleted before H/W reaches the middle row (of 3 rows) of Back Jets.  ***** & I spoke 11/8/2021 about this after I got the 50 Gallon W/H installed on 11/4/21.  I explained each time that I WAS INDEED SITTING INSIDE THAT *** WHEN I TESTED IT OUT WHY THE LITERAL FREAK WOULD I ATTEMPT TO TEST IT OUT BY NOT SITTING INSIDE OF IT.  HOW RIDICULOUS Stop trying to deflect from THE ***** and stick to the ****** SAFE STEP!!!!!!!
  How many times and how many ways will Safe Step try to TWIST MY WORDS AND THIS STORY INTO SOMETHING IT IS NOT?
  After extensive research, I provided in my last rebuttal a Link to Website that reveals a simple mathematical equation to determine the minimum gallon capacity of Hot Water Heater **** needed to operate an 85 gallon Spa Tub.  It is 2/3 the number of gallons of the basin, that you need in your hot water tank.  85x2/3= ***** Gallons
  
  
  Safe Step Tubs is welcome to continue having all these problems, all around America. over the water heater capacity by deceiving more people,and suffering all these complaints OR FESS UP and show the mathematical equation during the Sales Presentation, for each size tub, to ensure Consumers are provided PROPER EDUCATION and *****FUL INFORMATION.  We are, after all, buying a $20,000 item,after all. 
  
  
  For 85 Gallon Safe Step, a Minimum of 65 Gallon **** is needed, due to manufacturing sizes offered.  To obtain ***** gallons of 104* hot water inside an 85 gallon tub, youd need to buy the next size UP from a 50 gallon H/W ****
  
  RESOLUTION I WILL ACCEPT:  1)  Safe Step Replaces the 50 Gallon Water Heater with a 65 Gallon Water Heater at NO COST TO CONSUMER (ME); or 2) Safe Step Removes the Spa Tub & returns me to my former situation with a low-slung tub with shower.
  

  
  Sincerely,
  
  ***********************

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