Complaints

This profile includes complaints for Safe Step Walk-In Tub's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safe Step Walk-In Tub

  520 Royal Pkwy Ste.100 Nashville, TN 37214-3793

  
• 

  Safe Step Walk-In Tub CO

  Colorado Springs, CO 80921

• 

  Safe Step Tubs of Minnesota, Inc.

  7300 Washington Ave S Eden Prairie, MN 55344

• 

  Jacuzzi Bath Remodel of Twin Cities

  7300 Washignton Ave Eden Prairie, MN 55344

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:06/20/2023

  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.

  ************* Tub was not installed correctly. Its been leaking since it was first installed in 2018. I called them 4 times to fix it. I consulted and attorney and he said I had to give them a chance to make it right. They installed a new tub. It was also leaking. By this time my floors are sagging. They admitted they were responsible. I talked to Victoriah West once. I have left her several texts, emails, and voicemails. She will not respond to me . Her email is: ******************************** P:************ F:************.I sent 2 registered letters only to have them returned as the wrong address. I have spent $5000. Thus far getting my floors fixed. I would like for Safe Step tub to compensate me. I will owe a total of $11,000 by the time this is done. Im a retired nurse and a disabled female veteran and I dont like the way Im being treated.

  

  Business Response

  Date: 06/27/2023

  We were sorry to learn of the issues experienced by customer and we have been in touch with her. We are pleased to report that we have reached an amicable resolution to her complaints. We hope she enjoys her walk-in tub for many years to come.

  Customer Answer

  Date: 06/29/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2023

  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.

  We just had our tub installed 48 hours ago. Upon first time use, water is leaking from the bottom of the door. While the installer filled the tub to demonstrate how the tub worked, it appears to leak after the weight of a person sits in the tub. Our 110 pound grandson was the first to try it, and once the tub filled above his waist, water poured out from beneath the door. We called the company three times and no one is calling us back. I fear that they took advantage of two elderly people. We want our money back. They charged us over 20 thousand dollars for a tub that leaks all over the floor! I am so upset!

  

  Business Response

  Date: 06/20/2023

  We are sorry to hear about the customer's problem after installation. The customer has been contacted and a service visit scheduled for this Thursday. We hope to have the problem resolved quickly.

• Initial Complaint

  Date:06/13/2023

  Type:Order 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 installation: 5/15/23 Did not sign financial agreement with Green *********** was injured after using once. ******** was not forthright in explaining possible injury to elderly person. Spoke to *********************. He was very rude and told me Safe Tub was going to file a lien against me for payment and that the tub belonged to me.

  

  Business Response

  Date: 06/13/2023

  While we always regret when a customer is not completely satisfied with their walk-in tub, in this instance customer has received a fully operational and functional walk-in tub. There is no dispute that Safe Step Walk In Tub has fully complied with all terms of the contract. Notwithstanding these facts, customer has refused to make any payment whatsoever on the walk-in tub. In multiple conversations with customer, it has become clear that this is a case of buyers remorse. While regrettable, this is not a valid reason to refuse to fulfill ones contractual obligations. Notwithstanding the above, out of customer goodwill, we attempted to explore other options with customer. Because those efforts were not successful, we are now pursuing the options available to us to collect the outstanding sum due.
  

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20149713
  
  I am rejecting this response because:
  The Sales representative was not transparent nor forthright in explaining the potential for injury, nor was I offered an opportunity to read the full contract. *********************, attorney threatened me with a lien, and *********************, Sales Manager wanted me to pay $22,997.00 for completed work, followed by charges for removal and installation of walk-in, surround shower.  He laughed at my husband's injury. When I refused, he hung up on me.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/16/2023

  Regarding any possible issues with the walk-in tub, in a May 26th conversation, customer admitted that there was nothing wrong with the tub.Customer repeated that there was nothing wrong with the tub during a June 12th conversation.
  
  Regarding the claim that customer was not given time to read the entire contract, the language of the contract expressly contradicts this claim. Directly above the customers signature, the contract states that Buyer acknowledges that ***** has read the front and reverse of this Agreement and has received a completed copy of the Agreement. Thus, customer acknowledged that she had read the entire agreement and received the entire Agreement.
  
  Moreover, Customer had 4 additional days to review the contract before the cancellation period ended. Customer also had 17 days prior to installation to read the contract as well. At no point prior to installation did customer contact us with any questions or objections to any language in the contract. Customer also fails to state what part of the contract she didnt read that would have somehow changed her decision. Regardless, she acknowledged that she had read the contract and had ample opportunity to read it again prior to installation.
  
  Additionally, there was no threat to file a lien. The lien had already been filed by the time of the referenced conversation. Customer was simply informed that the lien paperwork had been filed. Finally, ************** denies in the strongest possible terms that he laughed at any part of the conversation or that he hung up the phone on customer.
  
  In summary, Safe Step has fulfilled every obligation set forth by the contract. In contrast, customer has refused to make any payment on her fully functional walk-in tub.
  
  
  
  
  

  Customer Answer

  Date: 06/16/2023

  They are lying about circumstances, and about the laughing, and so much more. They did not inform me a lien had already been issued. I look forward to pursuing their fraudulent and ***** character via my legal counsel. They use and take advantage of the elderly. I have read  numerous complaints against this company. 

• Initial Complaint

  Date:05/24/2023

  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.

  the day the tub was installed it had gouges in the shelf. the first time we used it after the caulking dryed the door seal leaked . ***** wants to fix it . contacted the warrenty department and installer. so now im stuck paying for a tub that i can not use.

  

  Business Response

  Date: 05/24/2023

  We first were notified of a complaint by this customer on May 22nd, the very day she filed a BBB complaint stating that no one would respond to her complaints. Regarding the complaint of gouges in the shelving, customer signed a Completion Certificate after installation stating that they had no complaints with the work performed and no service requests. A service ticket has been entered to address customer's complaints.

• Initial Complaint

  Date:05/12/2023

  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.

  On 2/27/2023 I gave ck # **** for a $3000. deposit on a safestep install,vanity,bathroom job,set for 04/11/2023, stating the work would be complete in 6-8 weeks.2 amendments to my contract have been made,one for $1600, and the next on 04/17/2023 for $750,for my missed work and having to reschedule the install, as they had 2 unlicensed electricians arrive on 04/11/2023 to install a hot tub,which involves plumbing and electricity.Neither man knew how to shut off the water and said we could not proceed.Project manager ******* never returned my calls and I finally reached *********************** on 04 /17/2023 when he agreed to the 750$ amendment and assured me a licensed plumber and electrician would be involved with the next install date, 05/10/2023.On Tuesday when I spoke with ******* ,she had said she would be responsible for paying another plumbing company to show her employees how to shut the water off.She then stated that I would never have a licensed plumber and electrician doing the install and we should not move forward.I then contacted *********************** and he said he had to contact accounting to refund my deposit and that could take awhile and hung up on me.Yesterday and today 05/11/2023 I have left him messages to which he has not responded.I called and spoke with ***** in accounting and she stated she was putting a check in the mail for $3000 tomorrow and I should receive it in a week.I mentioned I should be further compensated the $750 but I would settle for the $3000 deposit.She then called me back and stated there would be some deductions from the $3000, but she could not explain and had no details yet.

  

  Business Response

  Date: 05/19/2023

  While we are always disappointed when a customer cancels a contract with **, customers statements regarding the events surrounding her attempted installation and her conversations with our employees are inaccurate. Regarding licensure, we have at all times met the applicable licensing requirements for this project. Regarding the water shut off, the homeowners association did not arrange for the water to be shut off, which prevented us from installing on the first scheduled date. Because customer cancelled after rescission, any costs incurred by us will be retained from the down payment.

• Initial Complaint

  Date:05/11/2023

  Type:Delivery 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.

  Walk in tub was purchased and deposit paid. Attempted to contact this company regarding specifications for contractor for tub. Numerous attempts were made to no avail. Finally contacted Ferguson, the new parent company and then received call back with information. Once ready to accept delivery of tub, again not able to contact. Had to go through other channels AGAIN to receive call back. Tub was delivered but all parts not included with tub per order. This has drastically delayed install. Was advised that part would be overnighted. This did not happen. 5 days later and still missing parts. Install is being delayed again. Feel like since install is not being done by this company, issues are intentional. Was given a credit of $250 for bad customer service but problem still continues. They have been paid in full and I am still missing parts and no contact was made with me regarding why parts not received as promised and when I can expect them.

  

  Business Response

  Date: 05/11/2023

  We are pleased to report that we have been in contact with this customer this week and all issues have been resolved. We hope that they enjoy their walk-in tub for many years to come.

• Initial Complaint

  Date:05/09/2023

  Type:Sales and Advertising 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.

  We met with Safe Step salesman on March 13, 2023. We chose the LARGE tub with all the amenities. Price was $21,497.00. We have a $3,000.00 cash deposit. The tub was installed on April 28, 2023. The installer was wonderful. The bathroom is very narrow so we tried to stay out of his way. My husband was working in his office at home and I was in the main house doing chores, we did periodically look in to see how things were going and offer snacks and drinks. After the installation was complete the installer showed ** how the various amenities worked. At this point I realized that the tub was NOT the large tub. What I discovered was that even though we were very clear that we wanted the LARGE tub, the salesman printed up the contract and I signed it. Yes, I am at fault for not reading the entire contract because I thought I was working with a reputable company and salesman. The salesman ordered the smaller tub then lied and said thats what we requested. Since I signed the bogus contract, I have no recourse. BEWARE.

  

  Business Response

  Date: 05/09/2023

  We have addressed this complaint with the customer and will outline the history and our communications. We fulfilled all of our obligations under the contract and the customer did receive what they ordered. The tub that was installed is the tub listed on their contract. The contract listing the tub size was in customers possession during the three day rescission period and actually for 46 days until the April 28th installation.
  
  One of the reasons we have written contracts is to avoid he said she said disputes after the fact. Notwithstanding the written contract, I spoke to the Direct Seller and he adamantly denied that customer ever requested the largest tub or that the contract should have been for the larger tub. We also informed customer that based on their size, they made the correct choice of tub sizes.
  
  Despite the fact that we fulfilled the terms of the contract, out of customer goodwill we offered customer a $250.00 discount,which was rejected. We wish the customer the best with their walk-in tub and hope that they enjoy it for many years.
  

• Initial Complaint

  Date:04/25/2023

  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.

  They showed up on Thursday a week ago since last Saturday The guys they sent had only been doing for 3 months and one had only 2 done jobs One guy walked off the job i had to chase him down. In the contract I signed the guy lied lied completely. They told me the bathroom would look better than it did when they were finished. I have no door and no drywall in the bedroom I have no wall on 3 parts of my bathroom. All i have is a walk in tub. They knocked tiles all over my bathroom floor. These had just been put on a year ago. They destroyed **** dollars worth of tile. After they left I spent at least 400 dollars of my own money in cleaning up their mess. I called and spoke with a manager immediately and she told me they would contact me but I have not had heard anything back from them This needs to be resolved immediately. I have spent ***** dollars for a bathroom that is not finished. I had a brand new vinyl floor that was also destroyed.

  

  Business Response

  Date: 05/03/2023

  We are sorry to hear that ******************** was not completely satisfied with his installation. We have requested quotes for any damages and we will promptly evaluate the quotes once received.

  Customer Answer

  Date: 05/23/2023

  They are refusing to pay for the damages they caused putting  in the bath tub.we sent them the bill to have everything fixed.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19980362
  
  I am rejecting this response because: They are refusing to pay for the damages they caused putting  in the bath tub.we sent them the bill to have everything fixed.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/22/2023

  While we do not agree with the substance of the complaint, out of customer goodwill, we have been in contact with ******************** and have made considerable progress towards reaching an amicable resolution of his complaints. We hope to have this resolved in the very near future.

• Initial Complaint

  Date:04/14/2023

  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.

  We signed a contract on 3/29/23 with a 3 day cancellation policy. We gave a $4,000 deposit. We cancelled the next day and sent the signed form overnight using ****** You would have thought the deposit should not have been deposited until after the 3 days, but it was and we were to receive it in 10 days per their agreement. We havent received it and its been since 3/30/23 and it is now 4/14/23. So we called and was told check is in the mail. We asked for a copy of the check to be emailed to us and that hasnt happened either.

  

  Business Response

  Date: 04/14/2023

  The refund check was processed on April 10th. We use an outside vendor to distribute our checks and this check should be mailed at the beginning of next week. We apologize for the delay in processing the refund check.

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19934688
  
  I am rejecting this response because: tomorrow is the 18th which is 8 days past the due date and still no check.  We canceled the agreement on the 30th and were feeling as though they are holding our money because we canceled the agreement.  
  Also when I spoke to the company to ask why the check wasnt sent overnight using ***** he yelled at me and said dont tell me how to run my business. Very unethical and will not ever recommend this business   

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/19/2023

  ******************** check should be received in the very near future.

• Initial Complaint

  Date:04/10/2023

  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.

  I contracted with Safe Step walk in tubs on January 31, 2023 to install a tub, surround and all fixtures for the tub for $22,950. I was told that they were2- 6 weeks out for installation which I agreed to. 1 week later I received a call from their representative stating that they had an immediate opening and could start the job. Two installers started the job on February 6 and stated that they had to come back the next day to finish a few things. The next day they returned to complete the job. I gave them a check for $20,950 which was the balance after a $2,000 deposit payment at the signing of the contract. After I looked job that had been completed I noticed very shoddy work such as: the tub surround was not a solid sheet of material but had a large seam in the middle, the caulking was very sloppily done, there was damage to the carpet, gashes in the door and drywall. I called the company to complain immediately and the next day they sent a inspector out with the promise that they would correct and make the job perfect. The inspector agreed that the work was not up to their usual standards. I asked that the same workers not be sent out to make the repairs because I did not have confidence in their work. I am an 85 year old woman that lives alone so when they sent the same two workers to make repairs, I did not feel safe being confrontational; so, I let them in. The inspector came again and found that a part was installed improperly. It took several weeks for the part to arrive and the inspector returned and installed it himself. I agreed to accept $1000 for the damage done to my bathroom as far as the drywall, carpet and doors. After several weeks, I have not received the payment and I am afraid that I never will. I have rescheduled appointments and spent endless amounts of time with them on the telephone to try to resolve this issue. I would like the refund promised , an apology and for a representative to come out to show me how to use the tub.

  

  Business Response

  Date: 04/16/2023

  All outstanding service tickets for this customer have been completed. Regarding alleged damage to the bathroom from installation, we agreed to a $1,000.00 payment after customer signed a Release. It was explained to customer that the Release would need to be signed and received by ** before the check could be issued to her. The Release stated that customers lifetime limited warranty remains in full effect and that the Release covers claims existing up until the time the Release is signed. Thus, it does not apply to any future claims. Customer has refused to sign the Release. Consequently, the $1,000.00 check was not sent to customer. We will be happy to send another copy of the Release to customer if she is now willing to sign and return it.
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19894308
  
  I am rejecting this response because: it did not address my request for a written apology and for a representative to come out and go over the operation of the tub with me. I accept the offer to send another copy of the letter to my home address as I would like to receive the $1000 refund.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/12/2023

  The Release will be resent to customer the beginning of next week. We will have a service representative contact customer to review the walk-in tub's operations with her.