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Business Profile

Bathtub Refinishing

Safe Step, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bathtub Refinishing.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/21/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 just want people to be aware of a few details. The salesman comes in and acts like your best friend. Typical salesman. He was very knowledgeable and outgoing. You will get follow up call and emails. We are in our 70s and fell for it hook line and sinker. Our tub cost approx $25,000. We were told we are family now and that they would follow up. After installation not one follow up email or call to see how things went and if we had any issues. I talked to someone in ********* about no follow up and all I got was Im sorry and you should have gotten an email. A lot of customers being elderly probably dont have email. A couple things to obviously take into account other than the cost of the tub is the affects on electric and water bills. Its obvious but something to keep in mind. In the end the tub does give my husband relief for his back pain short lived but it does help. Just be aware of the sales pitch. Its an investment and I just want people to be sure before they commit. Also guarantee is only as long as you own the tub. Is not transferrable. Just think they could do a better job with customer service follow up. Most customers are elderly and would appreciate some ***. Operation has to be confusing for some. After all said and done ** buy again but feel the company needs to improve customer service beyond installation.

    Business Response

    Date: 05/22/2025

    This complaint was sent to the wrong company.  We only work with hotels.  Claimant is likely looking for Safe Step Walk In Tub Co.  *********************************

    Thanks.

  • Initial Complaint

    Date:03/14/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Feb 1, 2024, I called the repair phone number for a leak I have in my Safe Step Tub. I purchased the tub on Jan 30, 2019. When I phoned, I received a recording, so I left a message. A few hours later they called me and told me someone will call in the next week to set up an appointment to see the tub. A week later I have not received a call, so I called back. Left a message again and never heard from them. Two weeks later I called again and still never heard from them. The first week in March I called a different number, and that number sent me back to where I was calling. Still let a message and still no one returned my call. My tub is leaking, they think it is around the door. This last time before I called, I filled the tube up and it did not leak. However, when I turned on the water pump it did leak. I removed the side panel on the tub, and I can see the water on the floor under the seat of the tub. I have paid for a lifetime warranty for service they are not honoring.

    Business Response

    Date: 03/15/2024

    Hi - this complaint was sent to the wrong company.  This should have been sent to Safe Step Walk In Tub Co.  www.safesteptub.com

    Thanks.

    Customer Answer

    Date: 03/19/2024

     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.

  • Initial Complaint

    Date:09/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    To start off with, we continuously seen the ad on tv about how this tub helped with health issues such as neuropathy and other nerve issues. Set a date for a salesman to come and explain details to us and the nightmare started there. To find out later, all he told us were lies. He claimed this tub was big enough with no problem for either me or my husband to fit comfortably in which is no where near big enough. I am a small person 5ft4in and 120lbs and I have a hard time moving around in it. Once installed it did not work correctly and I called them to come fix it. I called several times and no answer, them my husband called and they answered his call not knowing he was my husband so they had to talk to him. Finally sent a guy out to fix the tub but it was not fixed. The jet adjuster still did not work. Now we have been calling for 7 weeks leaving messages due to the fact the water jets do not work at all but they will not return our calls. This tub is nothing but a nightmare since the day they installed it and I'm afraid will be as long as it is in our house. They have lied and ignored us since the day they got our money and installed this piece of junk on Feb 14th 2023. We would like them to get this out of here and return our money.

    Business Response

    Date: 09/06/2023

    This is the wrong Safe Step company.  ******* is looking for the Safe Step Walk in ***********

Safe Step, Inc. is NOT a BBB Accredited Business.

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