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:10/31/2024

  Type:Product 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.

  I purchased an almost $5000 tub 11 months ago. It was installed 6 or 7 months ago. My contractor followed inspection requirements as well as installation instructions. After a week of use, I noticed hot water seeping up from the flooring outside the tub framing. My contractor brought a plumber and lifted the tub from the mortar bed. The plumber noted that the air jets were leaking when air was not flowing through the bubblers. He said this means the stop valves in the description of the item were not functioning. He also noted there appears to be vertical cracks on the pipes coming down from the same jets. The contractor explained that his initial inspection appears to have no defect of product. The plumber hypothesized that a leak my have been negligible while the inspection was performed with cold water, and that the hot water exacerbated the existing defect. I provided this information to *****, as well as the best photo I could get. It took weeks to get in touch with him. Eventually during a phone call he said he had what was needed, and they should be able to replace the tub, but I would need to pay additional shipping, especially since i will need to pay the contractor to remove and reinstall; I explained that I cannot afford to have this problem again, and suggested we remove the 18 or so air bubblers as it was a $500 upgrade promotion i didnt really need and they could use the refunded amount to take care of the $300 shipping charge. He said he would take it to his supervisor for approval and get back to me. It's been 5 more months, 6-8 emails, and 2 phone calls with requests for him to contact me, check his emails, etc. I remained polite and understanding of his time through all of this, even when explaining my frustration. It's been another week since I called and left another request for contact. I've been beyond patient. This behavior is just wrong.

  Business Response

  Date: 11/15/2024

  We have received Ms. ****** complaint.  We will be contacting her directly to offer a replacement tub.  

  Business Response

  Date: 12/04/2024

  The replacement tub is the same model with exception of air jets, that the customer requested to be removed and the difference in cost would be applied to shipping cost. The return procedure was addressed in an email 11/26/24 which stated ***** would follow up once the new tub arrived due to needing the box from the new tub to ship back the old tub.  Our normal procedure is once the old tub is placed in the box, a pickup request will be sent and the freight company will pick up the merchandise and return it back to us.  Please note that ***** did call the customer and left a voice mail covering these questions.

  Customer Answer

  Date: 12/04/2024

  *****'s response was only the I would be receiving "an alcove tub" none of the rest of the information was given, as can be seen in screenshots of all of our communications. I got more information from the response here, than I did in the 5 or 6 months I have been requesting this information. I have no ill wishes for him, I am sure he has a difficult and extensive work load. I believe all of my questions have been answered,  now, and thank the BBB and comfortflo for facilitating an acceptable resolution.  The product is excellent, the repair/replacement policy is more than fair, but communications with acceptable customer service is frustrating and takes far to long. To some, it might be just a tub, but as I explained both when I ordered it and when I requested assistance with the defect, I am a rirst responder, a home health caregiver, often working overtime. A soak in a jetted tub that mineral salt won't corrupt is an amazing assist toward being able to better serve my clients without destroying my health. I regret that the BBB was needed, but i cannot stress how grateful i am that it helped, and in a far more timely manner. I also thank ***** for his assistance, and for emailing me rather than calling while I am at work. Estes confirmed delivery of the tub will be on Friday, and I will be happy to consider the matter done as soon as pickup is resolved, which should be no later than Friday after next. 

  Again, my gratitude to all parties involved, 

  ***.

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service 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.

  Date of transaction 6/10/2022
  Purchase price ******
  Comfortflo tubs
  Order * ********** (Home Depot)
  
  My husband & myself, purchased a Comfortflo drop in tub, about a year ago, then it started to leak. Contacted Home Depot & Whirlpool, neither one could help. Home Depot stated, past return date. Whirlpool said, they no longer covered the warranty, 6 months prior to our purchase. So, I decided to contact Comfortflo. I told Comfortflo, the leaking problem. they wanted pictures, so I sent pictures & videos of the leaking. There was a small rough spot on the botton of the tub, looking closer, it seemed to be a very small pit, which I sent a picture of it enlarged, so they could see it closely. After months of communicating with Comfortflo, they decided, that we dropped something in the tub to make that pit. We did not drop anything in that tub, being very expensive ($1,349) we were very careful. We are both retired & social security, being our only income, plus we are still making payments on this tub, that is useless to us. All we wanted was the leak area to be repaired, not a replacement tub. Comfortflo, would not even do that for us. Their lifetime warranty is useless, (not to worry, we have your back) in the ad description. That warranty is not worth the paper it is written on!!!

  Business Response

  Date: 01/02/2024

  We ask all of our customers to verify and inspect the tub upon arrival within 48 hours for any possible damage. We have not had any known issue of this before. If Home Depot would return we would be more than happy to make a replacement for the customer. If this was a known occurrence we would understand and fix or replace the tub. The only time we have seen this is when someone has dropped something in it. These are extremely strong tubs.   

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: First of all, we never dropped anything in that tub, & I don't like being accused of something that we did not do. Second, comfort flow stated that the tub is extremely strong and they have never seen anything like that except for someone dropping something in the tub. Comfort flow stated to me saying they had never seen anything like that before. So now they're changing it to it only happens when you drop something in the tub. I wish they would get their story straight. They know that this tub is faulty and they don't want to repair it or replace.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 01/02/2024

  Picture of the leak through the square tubing at the bottom of the tub. Notice the thickness of the square tubing plus the thickness of the acrylic tub, must have been something very heavy to penetrate both tub and tubing, (which never happened).

  Business Response

  Date: 01/03/2024

  The customers has had this tub for a year and half and if this had been a manufacture issue this would have occurred immediately. All of our tubs are put through a quality control inspection before they leave our plant. 

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The picture I sent of the square tubing had rust in the tubing. Rust doesn't happen overnight, it takes time for metal to rust. The water dripping from the square tubing was rusty. That being said,  the dripping was there for some time, in order for the rust to be present. This tub is faulty. The warranty is useless. We DID NOT DROP anything in that tub. Of course comfort flow, will come up on top, as we are only old retired people, with no say to be heard. The tub is a lemon, & we are the unfortunate ones that bought it. We did not drop anything in that tub. Comfort flow can say the only way that that happened if something was dropped in the tub they can say it was over in a year and a half before it started to leak any amount of excuses they can come up with. The bottom line here is it's a faulty tub that leaks and comfort flow is unwilling to do anything to help us. What's really  bad about this situation is we are still paying payments on a tub that is worthless & we can't use it. We don't ask for a full tub replacement we only want it repaired. I asked about the lifetime warranty on this tub, I was told it only was for the pump and not the tub itself. Comfort flow is not a honest company they do not stand behind their warranty they're just after the money. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 01/04/2024

  There is a company we have used for cracks around the edges of tubs that have been damaged in shipping before and we have them in the past. The name of that company is Miracle Method. That is who I recommend contacting. We do not cover physical damage.  

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I'm getting estimates now from the company that comfort flow suggested. If comfort flow would pay for the repair I would very much be satisfied and very appreciative, because we never dropped anything in that tub. 
  
  
  
  Sincerely,
  
  
  
  **** *****