Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 75 year old senior citizen and I have been scammed.I received a home repair grant.Marblecast company was supposed to install a walk-in tub. The tub was installed and after that a new motor was needed. 3-4 months later the tub begin to leak in my basement.I call the company andMarblecast owner(***) was informed and he told me to call a plumber and hung up.For several days I call and finally in November he sent some one out. I was informed at that time the tub parts needed to be replaced and the worker removed some of the caulking from around tub and left without replacing it.Please note during this time water to tub had to be cut off. I could only wash up at the sink.I called in November and was informed by Bud parts were being ordered.I call in December was told parts were still on order. I called in January **** and was told the company would not send parts unless the could see them,*** sent someone out to take pictures and promise to get back with me. I called and was told someone (****) would be out to replace parts. however **** informed me he wanted to take the parts out .I denied his request and called the company back ,as well-as my son called and they hung up on us.several times.I recently sent a email indicated a request for a new tub.I cannot trust that they will return with the parts considering their past action.I have requested a replacement tub based on the problems.First a motor then all parts from the tub need replacement. Please assist me in resolving this matter I feel as though I have been.scammed. This tub is in my lavatory and does not work This was suppose to be a new walk-in tub and I see that I have a product that has all types of problems.During the installation of the tub the installers cracked my floor and did put in new subfloor that was rotten.I do not know if the tub will fall in the basement.I need this matter resolved as soon as to take care of this matter. I should not have to pay ******* to care of this matter.

  Business Response

  Date: 01/24/2024

  We have made every effort to resolve this issue with ************************  We have ordered the necessary faucet parts to be shipped by ***** and they are due here on Thursday 1/25/24.  We will contact *********************** to arrange a time to install the new parts the week of January 29th.  Hopefully *********************** will not cancel on our repair person.  This will be taken care of by us.  The delay was caused by our supplier, Spa World (MediTub) for over three months as we attempted to get them to back up their warranty.  Finally we paid them to provide the necessary faucet replacement parts.  Spa World will not provide a replacement tub when faucet replacement parts will resolve this issue. Our staff was repeatedly yelled at.  If a person speaks in a normal tone, we work with them very accommodatingly.

  Customer Answer

  Date: 02/02/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  The walk-in tub continues to to have problems, initially a motor had to be replaced, now 

  all the parts must be replaced. The walk-in tub was suppose to be new,I have been inconvenienced for the pass months,unable to bath , treated rudely, I (when called hung up on even when the contractor andI spoke with them), I continue to request a new tub ,this is just good customer service for all the inconvenience I have been through.

  May I add that I was informed that this walk-in tub is not even carried in the store. 
  

  
  Regards,
  
  ***********************