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:08/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  After months of research and reading of reviews from different companies, I saw an article about A Safe Solutions Walk in Tubs in the local "The HomeMag" home improvement magazine. I researched the company and reviews and called for an in home quote.******************* came to our house on 2/19/22. We described our needs for a walk in tub. We both have bad backs and it was hard for both of us to get in and out of the existing whirlpool tub. ******#**;s primary use of our existing whirlpool was to relieve fibromyalgia attacks of crippling charley ***** in the legs from the knees down. The attacks leave her unable to walk with every muscle from the knees down going into severe cramps. The only thing that relieves the attacks is soaking in the whirlpool with strong water jets pulsing on the muscles effected.We looked over the brochure that **** brought with him. After discussing our needs we took **** to our master bath to take measurements. The tub selected needed a space **** wide, 54" long, and 38" high. We found that the tub would be 112" into the bottom edge of the window sill trim board. We were ok with 1/2" of the trim board needing to be trimmed off.We chose the Care **** tub (even though we wanted the **** which **** said wouldn&#**;t fit).We requested that the jets on the back be left off, air jets all around, water hydrotherapy jets on the legs. The standard is two behind the legs just below the seat and two in front of the legs above the drain. We chose to have a hand-held shower and faucet upgraded to a rapid fill roman ******* Also, two safety bars. That evening **** called and said that after leaving he decided to add two more jets to spray on the front of the legs above the other two jets due to ******#**;s fibromyalgia muscle cramps. I was very grateful and said yes, thank you.After two weeks we were called to let us know that the tub came in damaged and a new one would have to be made and he would have the manufacturer in ****** put it to the top of the list.3/14/22 Safe Solutions install crew came to begin the work. The old tub was removed. It was found that the builders who built our house had not enclosed the walls and insulation was laying on the floor under our old tub. We had them pull off to come back the next day to give us time to insulate and sheetrock the walls behind the tub. They came back out on 3/15, 3/16, 3117, and 3/18/22. men they unboxed the new tub and brought it in we saw that it was much taller than we were quoted and the controls were totally different from the brochure. We were told that the tub shell design was changed by the import company and this was the same model as we ordered. The tub is now higher that the window sill and the bottom trim board. Had we known this when we were looking at purchasing we would not have ordered it.We had trouble with it right away. First off, ***** quickly discovered that the sides are so much higher because of the tub being taller than quoted, that you can&#**;t sit comfortably in it For her to lie back and relax with her arms on the side as the girl in the advertisement does, she would have to have her arms way over her shoulders and be very uncomfortable. The shower head would not seat into the base, the tub fill spout sprayed directly on the lap. We would preheat the water so we wouldn&#**;t be hit with cold water while filling the tub. But when we get in and tum on the cold water first we would get hit with scalding hot water. We also discovered that the two extra jets were not installed. The install crew retumed on 3/28/22 to address the trouble. They tried to tell us that the poor seating shower head was normal and that the water temp had nothing wrong. When I asked about the number of jets, *****, one of the installers, said the order was for six jets and that was all I was supposed to get. ***** then pointed out to him that there was only four jets.4110122 **** said he was working with the manufacturer to resolve the issues.4115122 **** said the owner of the factory will come up and install himself and he would come the next week to take pictures to send him.4123/22 **** came out to look at the tub and discuss the problems. and take pictures. He said he would have the manufacturer come out and install the two missing jets and look at the water temp problem.6/10/22 **** finally got back with me and told me he had heart surgery that was supposed to be a 5-day stay ended up being a 3-week stay.6/16/22 ***************** from Mobility Bathworks manufacturer out of Datlas came to look at the setup to see what they could do. He said installing two more jets onsite could be done and he would have his partner ***** from the manufacturer come plumb in two more jets.6/20122 Both came back to look at what was needed 7/16/22 ***** with Mobility Bath came and installed the two jets and could not get them to work. He also forgot to bring with him the exterior rings to the two jets and said he would ovemight the rings for us to snap on.On 7126/22 1 inquired why I had no retum call.8/5/22 was called by ***** and told that he had COVID.8/25122 heard from ***** that he would be here on 8/28/22 - he was a no show.9/3/22 1 texted him again about getting scalded and that had not been addressed.9/16/22 ***** came back and installed a larger pump. It still did not get the jets to put out the volume that they should. They also still did not bring out the jet rings that the two new jets need. Our tub came with a ******* pump that are whisper quiet. The larger pump is not a quiet pump, far from it. V%hen you sit in the tub, it is so loud that it sounds like an outboard motor on a boat and vibrates the seat making the experience anything BUT comfortable. It is so stressful to be in a tub that does not put out the volume water jets should and is so loud it is deafening. We were told by ***** that he would get with the manufacturer to see what else he could do. He was also going to dinner with **** and would talk to him about the possibility of changing out the tub to the size originally ordered. He left a new shower head, hose and hose socket for the installers to come change out. No one ever came.9/23122 Again texted ***** from vejy Loud tub and asked about the outcome of meeting with ****. No response.On 1 119122 1 texted ***** to see why it had been seven weeks since they were here and had not heard anything about any solutions. I was told that he was on a business trip and that ******************* passed away a month earlier. I was told that **** had told him at the dinner meeting that **** would address it.On Feb 19, 2023 1 still had not heard from ***** or *****#**;s widow, *****, who i was told would be continuing the business.2/20/23 ***** got back with me via text and said the ******* pump can&#**;t be used with that many water jets and they found that the pump company doesn&#**;t sell the higher amp version anymore and that we are "STUCK" with the loud water pump. He would check on the jet rings.4/12/23 Still no more calls from *****. Time to call *****#**;s widow whom I did not want to bother. Called ***** and told her the history of the repairs and tub errors, she remembered **** speaking of it. She would call the factory and have someone call me. (Call recorded)5/11/23 After no response from factory, *****, or ***** - called and left message for ***** at ************.6/5123 Still no response from anyone. Called ***** and left message again ************.6/22/23 Called ************. Left message again. Told her this was an urgent call and that this has been going on far too long and have not heard from the factory or her even though I had left messages 5/11 & 615/23. (Call recorded)6/28123 Called ************. ***** said she talked to ***** yesterday, ****, and owner said they finally got a quiet motor in and factory would get in touch with me or her. mentioned that had talked to her back in April & she said her health is declining rapidly and has had several deaths in the family and apologized for it not being handled sooner.7/12/23 3:05 left voicemail ************ voicemail message said I had called ************ ******* 12:16 (recorded) Told her the amount of &#***;me from installation to now has gone too long with no resolution and unable to use the tub. Its been two weeks since the last promise that the manufacturer would contact me and still no contact. Nothing is getting done. I ********* think it would be unreasonable of me at this point to ask for a full refund. She said she would have to get with the manufacturer. told her I had mentioned that to ***** before and that it would be up to the tub company that sold it. She was silent for a moment and again said she will get with the manufacturer. I told her I give her 24 hours to get back with me.7/15123 - left message on both ************ & ************ 7/20/23 - 1 : 15 ************ left message tried calling ************ 1:16 with blocked ID- got voicemail. Unblocked and still got voicemail.7/25123 12:02 ************. (Recorded) Left message that not retuming calls is not good business practice and makes me feel like taking the next step to get resolved. Said I really ********* want to do it with everything she has gone through and to please, please call back.7/27/23 - visited ******************** ofice. Found we needed to make an appointment. Made appointment for 7/31/23. While gathering documents for the visit I discovered that Safer solutions walk in tubs has taken down their web page.