Business Profile

Disability Access

Independent Home Products, LLC

Headquarters

Complaints

This profile includes complaints for Independent Home Products, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

71 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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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:02/20/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore 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.
Sales person didn't communicate with contractors. And we have no hot water anywhere in our home. Tried calling no response.
Customer Answer
Date: 02/22/2024
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 and the matter has been resolved.

Sincerely,

**** And *********************
Initial Complaint
Date:01/03/2024
Type:Product 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.
Contract of 9/27/23, Install of Dignity tub on 10/12/23 -Paid $8,295 cash down on 9/27/23 -The product is an Independent Home Hydrotherapy Dignity Walk-in Spa at a price of $18,990, discounted to $16,590 due to my cash payment.I have made numerous calls to the ************ and left complaints re issues including shoddy workmanship, lack of manual or documentation, lack of assistance to know how to operate, electrical breakdown, no show or call by promised workmen, discomfort and fear of product use.I have attempted to use the product 5 times since the install. I am afraid to go any further than the shower attachment and shallow water at bottom of deep tub.I have requested they remove the product and refund my payment. I want to replace this thing with a friendly shower!! I have also emailed the Co. Manager, Yale Lipschik!To be clear, I have been taken advantage of due to severe back and shoulder issues, which I initially made clear to their sales person, *******************. This tub is dangerous re falling and drowning, especially if one is disabled and 76 years old!!They have done nothing to resolve my issues. They have only had people call me with promises to come, then cancel or just not show up/all lip service and no action. Since they asked a young man named ******* to rewire the tub from my breaker box as of end of Nov, 2023, I believe the wiring from my kitchen to Bath was done illegally by the initial installer assistant on 10/12/23. ******* never made it and they don't provide last names!I have documentation of contacts, emails and contract, if necessary.
Business Response
Date: 01/09/2024
Please call the 800# one more time tomorrow after 9AM your time and ask for **** he will make sure this gets fixed for you within the next **** days tops
Thank you
Customer Answer
Date: 01/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I am waiting for further response from **** at IH. He has agreed to take out the tub and replace with nice walkin shower but has not called back with further information. I believe he may be ill. Further resolution is necessary for Complaint #********.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/22/2024
Will have this all completed today with ****
Initial Complaint
Date:12/05/2023
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.
Installed walk-in tub on 9/26/23 by ***** with Independent. Excellent job, very satisfied at the time. However, on 11/22, upon entering our basement (rarely used) we discovered at least 3 leak spots on our drop-down ceiling. I called the company and, because of the holiday, was advised they would be in touch the following week. I waited 7 days then called *****, *******, back. He promised to call me back with a solution to the problem within an hour. It has been 4 days with no contact.
Business Response
Date: 12/21/2023
We will get ***** out there ASAP, hopefully either tomorrow or right after Christmas
If you need to follow up, please contact ***************************************
Initial Complaint
Date:11/22/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
A walk-in jetted bath tub was purchased from this company on March 7, 2023. Invoice #******, Life Tub. Money paid was $500 on 3/7/23 and $3,000 on 3/23/23 as down payments plus monthly payments of $235 starting on 3/16/23. The installation was never completed. There were missing parts. I was told that the parts needed to be ordered and then an installer would come back and finish the job. It has been over 8 months and we are still waiting for them to finish the installation. I've phoned several times asking when they were planning on installing the missing parts. Not once has anyone contacted me about scheduling for this nor even reached out about why there's been such a long delay. I've gotten nothing but the run around from these people. I just want them to give me the full product that I paid for. I have been making the monthly payments, thereby holding up my part of the contract. Right now, I only have a partial product and it appears they have no intention of making it right. I feel that I've been scammed. At the least I believe this is a breach of contract. These people have taken advantage of me because my wife and I are seniors and we are disabled with extreme mobility disabilities. My next step is to register a complaint with the ** state AG. If there is anything you can do, I would greatly appreciate your help.
Business Response
Date: 11/27/2023
Air pump is being overnighted
When received please call us at ************ to schedule ***** to come back out
Customer Answer
Date: 12/18/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I want to let you know that the issue for which I filed this complaint has NOT been resolved. A part came to the house. The installer came out and looked at the part and said it was the wrong part. He then ordered the new part and said he would come back to fix it. He has not shown up or called me back. This is exactly what happened 6 months ago and we were just left hanging until I contacted you. I believe he will repeat his disappearing act leaving us in the lurch once again. I honestly don't know what it will take to get this resolved.

Business Response
Date: 01/02/2024
Service tech will be at your home Friday 01/05/24 between noon and 3pm
please call the number above if he has not shown up by 2pm your time
Customer Answer
Date: 01/02/2024
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 and the matter has been resolved.

Sincerely,

****** ******
Initial Complaint
Date:11/16/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
My 100 year old mother, *********************************, bought the Independent Home walk in tub in 2018 for approximately $10,000.00. The shower diverter has gone bad and they have a lifetime warranty. I told them if they send me the diverter cannister I will pay my own plumber for the work. They promise they will mail it overnight. I have been calling them weekly since June and still no part. The shower is inoperable without this part and my plumber can't find a replacement as it is unique to this tub. My only other option is to have the entire faucet system rebuilt at great cost. Six months is too long to wait for a part. I need help.
Customer Answer
Date: 11/16/2023
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 and the matter has been resolved.

Sincerely,

*********************************
Initial Complaint
Date:06/20/2023
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.
Tub was bought and installed in early 2021. Initially it took an inordinate amount of time for the water to get hot. I was told my hot water heater was not big enough.when I responded I have a brand new tankless heater, they suggested I call a plumber, I said I already had a plumber check and he found nothing they agreed to send someone out. That was two years ago and I still havent seen anyone.Then about three months ago, the shower stopped working because the k*** that is pushed down would not stay down. Called and ***** said a part would be ordered. It came to my house within a week. I also told him the lever to close the door was nearly impossible for me to close. After many many phone calls pleading for these repairs, almost 3 weeks ago I was told it would be repaired by workers who did not live in this area by June 16. Today is June 19 and nothing. I made another phone call this afternoon and once again ***** will attempt to notify the work crew and call back which probably wont happen before tomorrow. I just want the tub fixed so I can use it
Business Response
Date: 06/21/2023
Installer should be there Friday June 23rd to complete service and make sure you are satisfied
Initial Complaint
Date:06/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Independent Home installed hydrotherapy spa in February 2021 without obtaining required plumbing and electrical permits. Poor workmanship created unsafe and unhealthy conditions that are code violations and would have been discovered had there been a building inspection that is part of the permit process. The defects remained hidden until the access panels were removed recently to reset **** The electrical and plumbing issues are apparent in the attached photos. Pictures of the electrical outlet show visible cracks from hammer blows on 2 sides, and placement of the outlet about 2 feet inside the access opening with structural supports and pipe blocking the way make it impossible to inspect for shock hazard. Also, the location requires an individual with long reach working on their back to reset the **** The photo of the drain shows a 8" by 5" oval hole into the crawlspace that was not closed after connecting the drain to house system. The white seen in the picture is batting on roll insulation on the underside of the floor. This gives house pests access to living space. Risk from these conditions will exist until corrected. **************** at ****************** Home was advised of the situation by e-mail May 16, 2023. It has been 28 days with no response. BBB is now asked to help in resolving the issue. This is not a warranty issue arising from use of the product, rather correction of hidden defects resulting from shoddy installation workmanship that was also contrary to local ordnance.
Business Response
Date: 06/15/2023
The number we had on file was ************** and it was non responsive.
Thank you for the updated contact information.
A drain kit should've arrived at your home on May 13th and we advised you call us once it arrives. **************** will reach out to you by end of day today or tomorrow and get you on the board for service. We look forward to your satisfaction.
Customer Answer
Date: 06/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

I have delayed 5 days to respond to see if Independent Home would schedule repair work. That hasn't happened. The company's response to BBB and directly to me promised follow-uo and needed service, but steps to accomplish that has not occurred. Recognizing this past holiday weekend I request BBB keep the complaint open until Independent Home has fulfilled their commitment.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 06/21/2023
Service was completed June 20th by *****************
Customer Answer
Date: 06/21/2023
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
Date:06/09/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
We first called New Bath who sold ** the walk-in tub on Monday 6/5/2023 and they told us the warranty paper we have is with Independent Home and since they are the manufacturer of the tub that they are responsible to honor warranty. We called them and they asked for picture of tub and copy of contract and warranty. We sent it all to them on Monday and they finally called back on Wednesday 6/7/2023 and stated that they will not honor the warranty paper with their name on it! They said call New Bath and since we were not going to play this run around with them. We told them they had ************************************************************************ even a lawyer.. We have not heard from them. We just want the lifetime guarantee on the door seal fixed and shouldn't the manufacturer of the tub be held responsible for the warranty and not the company who sold it for them! We just want our tub fixed!
Business Response
Date: 07/10/2023
On purchases made thru a wholesale dealer, Independent Home does not warranty the labor.
We will gladly warranty the part and mail the door seal to you via UPS
Customer Answer
Date: 07/11/2023
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 and the matter has been resolved.

Sincerely,

*********** And *******************************
Initial Complaint
Date:06/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
On 09/15/22 I had an Independent Home (**) tub installed. The therapy bath operated as promised. However the diverter handle and the cold water handle were in conflict which limited my ability to temper the water from the showerhead which I also use frequently. In January I noticed that the blower speed variation wasn't working. On 02/09/23 I called **************** (CS) and requested service for this and for an adjustment to the faucet handles as well as tightening the hot water faucet. I was told to send pictures of the motor and the faucet handles. I sent pictures and videos of the conflicting faucet/diverter handles. On 03/03 I was told that there is no technician in my area and that they were looking to hire someone. I received additional calls and messages in March saying they were still training someone. I called them at least twice in March. On 04/13, I received a call from a company that was contracted by **. I was scheduled for 04/24. On 4/24 the company called and canceled the service. They called on the 25th to reschedule and told me that a tech named *** would arrive on 04/27 at 1 PM. On the 27th a man arrived (not named ***) in the company truck and said he was there to fix the faucets. No mention of the blower speed variation because it was not on his order sheet. He tightened the faucets, and made no adjustments to their position. When he turned on the motor, there was a loud rattle. He told me he had no experience with the ** tub. He spoke to someone by phone who told him that a new control panel and motor are needed. I was told not to use any of the features of my tub until these items were replaced. The faucet conflict was made worse by not adjusting the positions, yet making them tighter. I can barely get a lukewarm shower. The parts arrived on 05/16, I have called both ** and their contractors but have yet to have a scheduled date for the repairs to take place. It is now June 6, 2023. I have had compromised bath/shower for over 4 months.
Business Response
Date: 06/07/2023
This was addressed yesterday with *************** and service is due to be performed on June 15th.
*************** confirmed that day works for her before company comes the next day.
Customer Answer
Date: 06/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me and the matter will be resolved once the work is completed on June 15th. At that time I will consider the issues resolved and will let you know if it is not.

Sincerely,

*******************************
Initial Complaint
Date:05/26/2023
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.
My new walk-in tub was installed by a father and son install team, I think it was ****** and ****, on May 10, 2023. They did a wonderful job, arrived at 10:00 AM and completed at 16:00 PM. The job they did was beautiful as far as craftsmanship goes. They removed my bathroom door and door frame as well as baseboard trim and wall safety bars. They put it all back together nicely, caulked the new wall treatment, filled it with water and walked me through the controls and proper use. All good so far. I used it the first time 3 days later. All was good as I went through an expected learning curve with controls etc. I went into the bathroom 10 days later to shave at the bathroom sink and to my chagrin, there was no Hot water supplied to the sink, it was all cold on both lines. I am somewhat of a plumber and I built this home so I know where the water lines are. I know they had to turn off the main water to install the tub and cut into the hot and cold lines one to go to the new valve location on the opposite wall than the original. They did something when re-connecting the lines that simply connected both lines to cold water. I went through a normal troubleshooting process to prove that the old hot water line was connected to cold water in their process of installation. I called the customer support number and explained my complaint this past Monday, May 22nd. they took my complaint and assigned me a case number of ********************************************** to schedule an inspection and repair. I received no call back so called them on Wednesday and Thursday asking for someone to contact me and let me know when they could come and fix it. Each time I called they said they would have someone in installation "reach out" to me. I still haven't had a response. Can you help me?
Business Response
Date: 05/26/2023
We are trying to nail down a service date with the installer but with a holiday week/weekend its taken slightly longer. We will reach out with an update by end of day.
Customer Answer
Date: 06/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have been in the hospital and didn't get your response to my complaint until now. I have still not received notification from Independent Home as to what they intend to do about my Hot Water situation. I did receive a call from them telling me they are reaching out to the installer so he can call me. That was 10 days ago. I have called them 5 times since that call and they keep putting me off with the same answer. I am certainly not satisfied with their lack of response.

Business Response
Date: 06/15/2023
Service was completed yesterday 06/14 to customers satisfaction

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