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:01/20/2023

  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.

  We purchased a ********* Walk In Bathtub on Oct. 27, 2018. I filed a complaint for another issue we were having at that time. Now, I have another issue. This time I noticed some black mold coming through the wall in my toilet area, which is adjacent to my tub. Unbeknownst to me, I heard some dripping and it had to be coming from my tub. I immediately called *************, on 10/29/2022, and reported it. They sent out a technician to check the tub. It supposedly had a crack in it and I asked them could they fix it. They said they could repair it. He took some pictures both inside the tub where he said the leak was coming from and then he took some pictures of the damage which had occured to the flooring underneath (we have a 7" crawl space) where the tub had leaked through. It contained black mold. He first told me to contact my homeowner's insurance to see if they covered black mold. They did not. He then advised me to call ServPro. They came out the next day to take pictures, and said they would take pictures but they could not do anything until the tub was removed. The tub was removed a few days later. ******* came out and took pictures again of the black mold and tore up a piece of my flooring where they said it had been leaking onto the floor, and I would have to replace my whole floor. They came back a third time to take more pictures for ************* and they included the whole crawl space, since the black mold spores by this time had covered the whole crawl space! This happened three months ago! And the black mold has not been treated because ************* is waiting for a final total of the work ServPro is going to have to do! This was today, 1/20/23. I have called ************* many times asking what the status of my claim was and the woman has either not answered my call, or when she did, she said that she was working on it. I have waited 3 months to get it fixed. I am 73 yrs old, I have enough health problems. I WANT IT FIXED NOW!!!

  

  Business Response

  Date: 01/31/2023

  We have been waiting for a rebuild estimate from ServPro and will then send that request to our **************** We will seek to expedite any actions that we can take on our end. We apologize for the delay and any inconvenience incurred. We will have someone contact the customer today.

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  The tub was installed on November 15, 2022 in the second story master bath . Towards the end of the install a pressure test was performed and water started flowing into the ceiling of the first floor. It was determined that the * trap was leaking. The installer said that they were tired and done for the day but promised to return the next day, however their supervisor called and promised to call after the Thanksgiving holiday to set up a return appointment. Thanksgiving came and went but no call. I reached out to the supervisor, however his assistant answered the call and wouldnt let me talk to him, but that he would return the call the next day. No call Christmas and then New Years Day. The first week of the year, I tried to call again and again the assistant answers and informs me that I will have to file a service repair order. I call and explain why I need a repair, but am referred back to the installer??? I am unable to get anything done by this company.

  

  Business Response

  Date: 01/19/2023

  The examination of the * trap was outside the scope of the contractually mandated work with Safe Step. The installer did a pressure test out of customer goodwill and the issue was discussed with the customer. The installer and customer have come to an agreement regarding what work is to be performed and at what cost.

  Customer Answer

  Date: 01/19/2023

   
  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:01/11/2023

  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 tub is fine, my issue is with the damage done to my house during the installation. 12" scratch to outdoor railing 12x12" stain on basement floor from pipe sealer Tore wallpaper in 2 places Scratched new tub Scratched new toilet Scratched hall closet and molding Applied plastic piece to bottom of tub with caulking which fell off within an hour (spent one hour scraping caulk off tub)Applies shoddy patch on hole in surround which I removed and replaced Cut away *********************************** was told that they would only need to remove the door when I contracted SafeStep.After my old tub was cut in half and removed, they told me they would need to cut the wall.Contact SafeStep twice re concerns with no response.I have hired a person to repair the damage they did during the installation. After paying $21,000 for a tub and installation I expect quality workmanship not a repair bill.

  

  Business Response

  Date: 01/12/2023

  Until receiving this complaint, Safe Step had never been made aware of the issues set forth by ****************. At the conclusion of the December 20, 2022 installation, electrical work needed to be done and the electronic drain needed to be fixed. Otherwise, there were no issues reported. In fact,**************** signed a Completion form stating that she had no complaints regarding the work performed.
  

  A service call was performed on December 28, 2022 for the electronic drain and again, no complaints were made about installation issues.Safe Step will issue a service ticket to address these complaints.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18702387
  
  I am rejecting this response because:
  

  I am aware that I signed off on the work which I believe I stated in my original complaint.  I did not see the majority of the damage until after they had left.  I received a message from Safe Step with a phone number to call if I was not satisfied with the service I had received from them.  I called the number twice, left a message stating I had  concerns regarding the installation with my phone number.  They never contacted me.  As for the damage to my basement floor, they did not notify me of the spill when it occurred.  I  did not see it until several days later after it had dried so it is permanent now.  Again, I felt I did not have an option regarding the damage done to my wall as they had destroyed my original tub removing it from my home.  When I contracted their service I was told my door frame would need to be removed not that part of my wall would need to be cut away.  Since I was not told this before my original tub was removed, I feel that Safe Step should have offered to repair my wall.

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

  

  Business Response

  Date: 01/22/2023

  We performed a service call on December 28, 2022, 8 days after installation, and addressed all issues known to us at that time. We will continue to respond to any service calls per the customer's warranty. If customer wants to send us pictures of any wall damage, we will certainly evaluate and respond to her.

• Initial Complaint

  Date:01/11/2023

  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.

  Im a 81 year old woman. I wanted to install a walk in hot tub. I thought that they was a good company but I was wrong. First of all, they didnt install the tub correctly. Then they left a hole in my wall. They told me that they was gonna fix it and they never fixed it. I had to hire a contractor to fix the hole which cost me more money. Then I paid a down payment of $1,000 and then they attempt to take out $15,499 (on my bank statement). I want a resolution very soon.

  

  Business Response

  Date: 01/12/2023

  ****************** is aware that an error was made processing a check and Safe Step immediately took steps to rectify that error and reduce the amount owed by any finance charges incurred. Regarding installation, ***************** signed a Completion form stating that she had no service requests and no complaints regarding the work performed. To the extent there was any damage,Safe Step offered to schedule a service call to inspect and repair but she refused to allow us to return.
  

  Despite receiving a fully operational walk-in tub, ***************** refused to make a verification call to the financing company so that the funds could be released. Consequently, Safe Step has been forced to pursue collection of the amounts owed.

  

  Business Response

  Date: 01/24/2023

  It is noteworthy that today is the first time we have ever been informed of customer's complaints that the tub is too small or that the water does not come out right. The contract expressly lists the tub size. Regarding any possible service issues, customer refused to allow us to perform a service call. As noted before, customer signed a completion form stating that she had no issues with the installation. The full story here is that customer delayed paying for the walk-in tub by telling us that she didn't want to use the financing company which had approved her loan. Instead, she wanted to go to her bank for a loan, which was not approved. Since then, customer has refused to pay for the fully operational walk -in tub, which has unfortunately led us to pursue collections. Safe Step has fulfilled all contractual obligations to this customer and will continue to seek payment. Once payment is received, we will stand ready to address any service issues.

   

• Initial Complaint

  Date:01/11/2023

  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.

  The whirlpool tub was purchased on 7/21. The handle on the door has been broken several times. Each time we try to call we wait for weeks to get a response then we wait several weeks for parts. It has never been fixed properly. The handle again is broke and made several calls . We have waited a month for any call back and no response again! PLEASE HELP!

  

  Business Response

  Date: 01/20/2023

  A service call was recently performed for this customer and we determined that parts needed to be ordered. The order has been placed and we will complete the service call as soon as the parts are received. We apologize for the delay and any inconvenience incurred because of this delay.

• Initial Complaint

  Date:01/10/2023

  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.

  signed contract in Aug 2022 for a tub install that was to be permitted by town. Waited for Nov for the installation to begin. A permit for the elec and rough plumbing was obtained but a permit to actually install the tub was not applied for at that time. Once the installation began, I found out that the plumber would not get a final inspection after tub install because a partial permit was only applied for. The contractor/installer then gave me excuse after excuse as to why the final permit was not issued. All the while this was going on, my bathroom was ripped apart in our new house and my adult disabled son (who the tub was being installed for) could not be bathed so my wife had to use the shower in another bathroom to bath him (very difficult because he is over 200lbs and 6 ft). I was then told that the final permit was applied for on 12/14 (6 weeks after the initial installation started and the bathroom was not usable). I found out last week from town deputy inspector (1/2/2023) that the permit application is still not complete because some documentation was missing (after being told at least 6 times that everything was submitted) . It has now been over 2 months and the job is not complete. They came on 1/3 to do the "final install" but did not complete (trim was not installed) the job and I was told that the inspector would be able to do a final inspection once the permit is issue via the removable panels. In addition, the installer they sent was not licensed in SC (per their website it states only licensed installer are used. The situation now is that I canceled a check I wrote on 1/3 because I was told that the installation would be complete (was not), all the paperwork for the permit was submitted (was not). I have called and emailed them multiple time for someone to call me so a resolution can be reached but no once calls back.. All I want is the permit to be issued and final inspection be performed/passed, the installation complete as agreed in contract

  

  Business Response

  Date: 01/20/2023

  Our installation manager met with a local official this week to determine exactly what was required to complete this project. It appears that there was a misunderstanding regarding the scope of the work and what was required by the local jurisdiction. We apologize for the delay and any related inconvenience incurred by the customer. We are continuing to work to complete the work in the very near future.

  Customer Answer

  Date: 02/10/2023

  They have not resolved this so I am not sure why it is being closed, no one contacted me from the BBB or the company

  

  Business Response

  Date: 02/18/2023

  We have experienced some unforeseen delays in concluding this project. We are working diligently to expedite the final steps needed for resolution. We apologize to the customer for the delay and the inconvenience incurred because of the delay. We will be contacting the customer at the first of the week to update him on the status. Again, we apologize for the delay.

• Initial Complaint

  Date:12/02/2022

  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 Tubs on Oct 21, ***************************************** my home bathroom. I gave them a $5,000.00 deposit. Per contract, I can cancel within seven days. I cancelled in three days. The cancellation contract promises to refund the money in 10 days. As of Dec. 1 200 I have not relieved my refund. I have attached email correspondence and the contract.

  

  Business Response

  Date: 12/04/2022

  We have been in communication with ************ regarding the refund check. At present, ************ is going to wait a few more days to see if the refund check is delivered. If it is not received, we will cancel the outstanding check as it appears that it may have been lost in the mail. At that time, we will reissue another refund check. We apologize for any inconvenience incurred because of the delay in receiving the refund check.

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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 parents had a ************* installed in October 2022. The heated seat does not seem to be working properly. I have made at least 6 calls to the company. Each time I was told the repair technician would call back. I don't know why no one will call back. Maybe this is the way the seat is supposed to be. If that is the case, it was false advertising and not worth the money and we would like a $1,000 refund, which is the difference between the heated seat model and the non-heated seat model. At this point, I don't even trust them to tell us the truth about whether the seat is working properly or not. Additionally, the contract included the installation of additional wall mounted grab bars which were not installed. And the salesman represented that the hole remaining from the removed shower head would be covered with a decorative plate. That was not done and the hole was filled with silicone grout. A 1" hole is too large for that sort of treatment. We were willing to overlook these issues but feel the need to point them out now that this complaint is being made. I should have put more stock in all the complaints on BBB regarding the customer service of this company prior to purchase. If they won't reply only 6 weeks after install, how can they claim to address a life time warranty?

  

  Business Response

  Date: 12/02/2022

  A service call was performed for this customer on 11/30 and it was determined that parts needed to be ordered. The order has been placed and once the parts are received, a second service call will be performed to finalize the ticket. We apologize for any inconvenience incurred because of the delay.

  Customer Answer

  Date: 12/07/2022

   
  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 at this time.  However, I was not given a timeline for how long a wait period to obtain the parts.  If the wait becomes excessive and I try following up and receive no response again, I will need to open another ticket. 

  Thank you very much for your help to date.  I do not believe they would have called me had I not gone through BBB.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/15/2022

  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.

  Safe Step was hired under contract for a small bathroom renovation and new walk in tub conversion. The company salesman/representative was ***********************. Who we tried to contact several times. Safe Step subcontracted the installation to a company. From the beginning there were problems. We were sold a tub that was not sized correctly. We had to go up two tub sizes for it to MAYBE work. The correct tub was a blemish tub, and we were told if we accepted the blemish tub we would not be upcharged. Things went down hill from there. After partial demolition of old shower, mold was found in sub floor. We were told that issue had to be fixed by us before the install could continue. Nothing went according to contract agreement and I wanted to cancel the tub and contract as a result. We contacted safe Step for a refund of the $4200 deposit. They refused. We had to hire a different contracting company to finish the job correctly. During the renovations and situation the stress caused ******* a stroke and seizure. She was hospitalized for over a week. The company has not cooperated or contacted us after several call attempts to get the situation resolved. We will be filing suite soon if a full refund isn't issued, and also seek mental damages and medical reimbursement.

  

  Business Response

  Date: 11/18/2022

  I am pleased to report that we have spoken to ************************** and resolved all issues. We are in the process of finalizing the necessary paperwork to conclude this matter.

• Initial Complaint

  Date:11/15/2022

  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.

  A deposit was given back in September to Safe Step and there was paperwork started for financing. There was a change in the installation dates several times. Finally they showed up to install the tub two months later. After installation, the jets on the tub were not working. They stated that someone would come back the next day to fix the jets. No one ever came until a week later. The jets still werent fixed. I reached out to a representative and was told that the jets were broken even though the tub had not been used. Im not understanding why a brand new tub and installation are coming with broken jets. I was told that parts needed to be ordered and there was no idea when they would come or when they would be fixed. I would like for them to produce an accurate timeline of completion and finish their work. It is already past the deadline they gave for completing it with no further deadline given.

  

  Business Response

  Date: 11/25/2022

  A service ticket has been completed for this customer. We apologize for the delay and any inconvenience that has been incurred.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18391255
  
  I am rejecting this response because:
  The completed tub installed is not what the sales representative showed me I would be getting. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/07/2022

  I am writing to respond to customers latest complaint that the tub he received is not the tub that he was shown he would be getting. There is absolutely no validity to this complaint, which was not made at time of installation or in the first BBB complaint. The contract expressly states that the model walk-in tub the customer was purchasing was the Classic Jetted.Additionally, the features of the walk-in tub are listed on the contract. Indeed,since the filing of this Complaint, the Direct Seller spoke to the customer and he acknowledged that the Classic Jetted walk-in tub was the one he wanted and the one he purchased.
  

  Unfortunately, at this point, customer has refused to verify the installation of the walk-in tub with the financing company despite promises to do so. Consequently, we will now be pursuing all legal remedies available to us to enforce the contract and secure payment.