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.

close

Find a Location

Safe Step Walk-In Tub has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safe Step Walk-In Tub

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

  
• 

  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

• 

  Safe Step Walk-In Tub CO

  Colorado Springs, CO 80921

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:11/09/2022

  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.

  Job not completed.Paid for seat in shower and was never put in. Asked about the seat and was told ** had a statue stating that "fire walls" cannot have holes in it, which I found to be a "LIE". Contractor never brought a seat with the other materials. ERGO valve bar is too close to the 3-shelf corner caddy. ERGO Handheld Shower Holder was put on wrong. Gap between sheet rock and the wall. Informed Safe Step Walk-In Shower regarding the problem and was told it was nothing they can do.

  

  Business Response

  Date: 11/11/2022

  I am writing to respond to **************** complaint. The installation crew determined that the seat could not be properly secured on the existing wall. Consequently, the seat was not installed and a refund check has been ordered to be sent to ************ for the seat. We have a service call scheduled for Monday to address any other concerns.

• Initial Complaint

  Date:11/04/2022

  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 brought this tub in may I have Nothing but trouble with the guy came out what times to fix it and the door is not wide enough you I believe it was defective and I paid $20,000 for it should be working good

  

  Business Response

  Date: 11/03/2022

  Just to clarify we are the ********** Safe Step, and this is for **. Contact our **************** in *********. 

   

  Kine Regard, 

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

  

  Business Response

  Date: 11/14/2022

  We have been in touch with this customer and apologized for the service issues. Additionally, we agreed to an inconvenience discount for this customer. Since that time, customer has indicated that she wishes to speak to another member of management. We will have another manager contact her to address any further concerns. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18353445
  
  I am rejecting this response because: they said they give me a discount and they did not they are sending me ****** dollars and I dont think that is n much of a discount since I payed ******** dollars and had them come out 6 times to fixed it 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 11/18/2022

  Out of customer goodwill, we have twice reached an agreement to provide this customer a $250.00 inconvenience discount and each time she subsequently changed her mind. I have reviewed the service tickets and on one occasion we found nothing wrong with the tub and on another it appeared that the issue was caused by improper use of the tub. We have acted at all times in good faith and we will continue to fulfill all obligations as set forth in customer's warranty.

• Initial Complaint

  Date:10/13/2022

  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.

  April 11, 2021 ordered the Safe Step shower, paid the balance due in full. June 16, 2021 the shower was installed.
  April 2022 made a service claim for the following reasons: sealant inside shower turned black, door handles would not remain secure, and no water pressure. The water pressure diminished and the water was hot, cold water wasn't flowing through. April 6, 2022 a service tech arrived and adhered caulking heavily and messy on EVERTHING, but did not repair any of our complaints. Filed another complaint with Safe Step along with detailed pictures of caulking mess and water damage to our wood trim where there was an apparent water leak. After many complaining telephone calls to Safe Step, on May 16, 2022 the entire shower was removed, it was identified that there was two areas of water leaking and debris in the cold water line. Around June 30, 2022 a new shower was installed. August, 2022, noticed that the water pressure again had diminished and the water is very hot. September 26, 2022 I placed a service request, after not receiving any follow up conversations, I have contacted customer service, a customer service manager, attempts through the chat portal. I either do not receive a telephone call back or I have been transferred to voice mail. One customer service agent stated that I have calcium build up and the screen is collecting the debris... this makes no sense as we have city filtered water and an in-home filter system which removes calcium and our other shower is fine. Again, these statements are not reasonable.
  
  Stay clear of Safe Step, yes they have a warranty, but not when the product fails repeatedly. And Safe Step is not an inexpensive product. It's a home investment.
  
  

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/13) */
  A service call has been scheduled for Ms. ********. We apologize for the delay experienced in completing this service call.
  
  
  Consumer Response /* (2000, 7, 2022/10/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Safe Step service finally arrived, obviously after this complaint was filed. It appears that the cold water cartridge or valve wasn't "opened" all the way. This still isn't a reasonable explanation. This is the second complaint for the same reason (along with the other issues). It would be more reasonable that there is faulty mechanism within the valve. I will accept their explanation but rest assured if this happens a third time I will be filing another complaint. It is also the lack of communication to me, the consumer, that been lacking and most disappointing.
  
  I still regret selecting Safe Step and that won't change nor will I recommend the company.

• Initial Complaint

  Date:09/11/2022

  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.

  I am having issues with getting a technician to come to Hart county to repair my 2011 Walk-in tub and who will pay for it. I contacted customer service on August 30 for the 2011 and 2019 tub and was told that one tech will come out to fix the issues with both tubs. If the gasket of the door leaks from the bottom of the 2019 tub which is under warranty, according to *****, the manager, I would be charged another $179.99/hr for not keeping the gasket properly cleaned with alcohol. It's been about 6 weeks and no one has contacted me about repairing both the 2011 and 2019 tub which was included in with repairing the 2011 tub. Please assist in resolving this issue with Safe Step Walk-in Tub. It was stated by the manager, *****, that the Georgia manufacturing office has the parts in stock, yet still was not notified by Safe Step to schedule an appointment to come and fix the tubs.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Parts did need to be ordered to fulfill this service ticket, which creates some delay. We apologize for any inconvenience incurred by customer during this delay. We hope to have this service ticket completed in the very near future.

• Initial Complaint

  Date:09/10/2022

  Type:Billing 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 had a Representative Hopper of Safestep gave us a sale presentation on August 6, 2022 which ended in us signing a agreement with a $2000.00 down payment. We were told someone would be calling to set up an install date four to six weeks from today. August 11, 2022 some lady called from Safestep to set up install for August 22, 2022. On August 17, 2022 pm Carolyn called salesman / Representative and left voice message saying we were cancelling our tub order. The next day 8-18-22 Rep. called back saying he had to talk to his manager. August 19, 2022 Rep. call back say we could finance with them ( 8.5%+) or put on credit card, at this time Carolyn gave me the phone and I told Hopper we are canceling the order, we do not want the TUB. The conversation got a little heated and; I told him he was starting to sound like a time share salesmen. August 19, 2022 some lady called to check on install set for Monday August 22, 2022, told her that it had been canceled Wednesday, she said no one had told her. August 22, 2022 again some lady called area code out of Denver, never the the same lady, about the install for that day. I told her canceled on Wednesday and I had told lady on Friday also. No one told me. Later on Monday August 22, 2022 some guy called and said we should have used 1-800# on the Cancellation Notice, There is no 800# on the notice. But they would accept that we canceled, even if no one had gotten notice of cancellation. This guy went on to say we would be getting a letter in ten days saying there reviewing and to look at costs incurred, but would not be requesting any moneys over our $2000.00. Not acceptable want a full refund. To this day September 10, 2022 we have not heard or received any thing for Safestep.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/12) */
  The refund check paperwork for the return of the down payment was submitted on August 31st. It can take 10-14 days for the check to be received after it is processed. At no point was the customer told that they would not be receiving the down payment back in full despite cancelling the contract after the date of rescission.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Will accept if and when refund check shows up.
  
  Safestep response is and out and out lie! Was told several times during conversion they had to figure out how much experiences had occurred and deduct from the $2000.00 down payment, nothing was said about getting full refund! If I know a refund was in the works would not have filed with the BBB.
  
  
  Business Response /* (4000, 9, 2022/09/13) */
  There is nothing further for us to add to our initial response. Absent getting lost in the mail, they will receive their refund check in full.

• Initial Complaint

  Date:09/06/2022

  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 placed an order for a shower, I was told that the entire package and production was centered here in the USA. I made a down-payment of $1000. After two weeks I heard nothing from anyone in the company. I called a total of 5 times, and was told everytime that someone will call me in 24 hours. That never happened. I called again today 9/6/22. To find out the status of my refund. The person on the other line mentioned that the request was in and the check will have to come from "co-operate" so I inquired where was co-operate located and if I can get a direct number for a manager/supervisor. It was then I learned the the company was out of Canada and no Tennessee USA. I believe that I was misled, and want to ask the BBB to look into the scheme (as I see it) so that others cannot be fooled when considering buying American. While servicing their needs by a foreign country.
  

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/15) */
  At no time was any false information given to Mr. *****, who informed us on September 6, 2022 that he would complain that Safe Step Walk In Tub is a scam company if he did not receive his refund within 14 days. The refund request was approved on September 12th.
  
  
  Consumer Response /* (3000, 7, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke to them 5 times before September 6. It took the treat of a report for them to come clean. I was informed that I will be recieve my refund in 14 days. Not I found my refund was processed on September 12. Six days after I was told that I will have my money in 14 days.
  How can anyone believe what they said.
  It was the best thing for me to report them to the BBB or I would have to be calling them every day.
  Still no refund from the company.
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  The check should be received in the near future.
  
  
  Consumer Response /* (3000, 13, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They lied to you as well.