ComplaintsforSafe Step Walk In Tub

• Initial Complaint

  10/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a tub on 8/16/21. Installers came out on Aug 25th. The salesman told us it would be a 2 day job instead of 1 because they had to move a wall. They worked 1 day tearing our bathroom apart. They didn't come back. They left us with no tub or shower for 3 weeks. They finally came back and installed it all wrong. We put down $2000.00. The Installers wanted the balance of $19,495.00 the 2nd day. They said they were done. The wall and floor were not finished and the drain leaks. After weeks of leaving messages with the company and sending texts with no response. They finally sent out new Installers to look at it. They said it was done wrong. They also said it leaks because they didn't take out the old shower floor. Everything according to them has to be redone, including taking out another wall. This job was completely botched! We were told the original Installers were fired! I just want my bathroom back and they keep avoiding my calls and messages. This was supposed to be a 2

  

  Business response

  11/03/2021

  Great news. This customer has been re-installed and the file completed with the consumer. We're glad we could solve the issue here and have received a positive affirmation from the customer that they are satisfied. We wish the Poulsens many years of enjoyment with their tub. 

  Customer response

  11/03/2021

  
  Complaint: ********
  
  I am rejecting this response because: it is true we are happy with our tub after the second install, but I Will never recommend them to anyone because of their poor customer service.  If I had not filed a claim we would still be waiting.   They don't return calls they don't care about customers they only care about dollars. They sold us a tub saying install would be 1 to 2 days max. It ended up being exactly 2 months. We went through he'll for 2 months without a bathroom.  They should have given us a discount on our purchase  for what they put us through. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Safe Step walk-in tub installed in the fall of 2020. During the sales process, the salesman ensured that because the tubes were custom made, they would accommodate a full-figured person. He did his measurements but once installed, it did not accommodate. We notified Safe step a shower was decided on once installed, it leaked. Safe step was contacted with little response. We sent a message through the BBB, then we were bounced around, and finally, they sent someone out to look at the problem. This contractor proceeded to inform us nothing was wrong and yelled at a 78 yr old woman. Another contractor came out and found the problem. A date was set for repair and was canceled by Safe step because of broken parts. On September 10, 2021, another contractor came out, and the new leaks were worse than the ones they were dispatched to fix. The shower unit only partially works. Safe Step has received payment for the shower of $13,000.

  

  Business response

  09/23/2021

  We are sorry to learn of this frustration. We are trying to also confirm that we are talking about a Safe Step product. We are having difficulty locating a customer record under this name. Will you please contact our service team at ************ and provide the phone number under this order, and we can surely assist you if we can find you in our database. We look forward to being of assistnance!

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