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:02/20/2025

  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.

  Very poor work, and didn't do what work order stated, removed doors and door casings, that was not to removed as stated in beginning with sales man (*******) also poor work on the installation.

  

  Business Response

  Date: 02/25/2025

  We are more than happy to work with customer to resolve any complaints they have with the November ****** installation. We have not received a service call request, and we have asked customer to send us an invoice for any work they had done but no invoices have been received. Customer did sign the attached Completion Form at the conclusion of installation stating that the work was completed in accordance with the contract,they had no complaints with the work performed and the house was left neat and clean to their satisfaction.
  

• Initial Complaint

  Date:02/17/2025

  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.

  Relentless calling my phone number, even after I requested them not to!!!!!!

  

  Business Response

  Date: 02/19/2025

  We have located this consumer's information and will promptly remove her from our calling list.

• Initial Complaint

  Date:02/17/2025

  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.

  I have significant concerns regarding your companys installation of my tub on 2/13/24. It was not as close to the window as the new tub is now. With the previous setup, there was ample room to clean behind the tub, wash the bay window sections, and remove my curtains for cleaning without any difficulty. Unfortunately, this is no longer the case, and it is causing a number of ********* an elder, I feel my husband and I were not given proper consideration during this process. When the three workers, including the supervisor, came to install the tub, there was no consultation with us about the placement. We were not asked for our preferences, and the installation proceeded without any discussion. By the time I was able to view the tub, it was already in place, and at that point, it was too late to make any changes. This lack of communication felt unacceptable to me, and I have since been feeling frustrated and ignored.When my neighbor visited and saw the tub, she asked why it was placed so close to the window and whether I had been consulted beforehand. A week after the installation, I reached out to *****, the salesperson, to express my concerns. I explained that the tub's placement was causing cleaning difficulties and that I wanted it moved. ***** visited to take pictures and assured me he would look into the matter. Unfortunately, despite months of attempts to resolve the issue, I have had little success in getting it addressed.This only underscores my frustration, as it feels as though my preferences were not considered in the same way, despite my substantial investment of $21,000. I have tried multiple times to reach out to ****, the owner, but have not received any response. Furthermore, I was told that in order to move the tub, I would need to pay an additional $4,000. This is unreasonable. As a customer of a reputable company, I am hopeful that this matter can be addressed promptly and fairly, without further cost to me.

  

  Business Response

  Date: 02/27/2025

  We were sorry to learn that this customer was no longer pleased with the placement of her Safe Step Walk-in Tub. The Direct Seller did discuss the tub placement with customer, and it was agreed that the tub would be placed in the existing tubs footprint. At the conclusion of the installation, customer signed the attached Completion form stating that the work was completed in accordance with the contract and customer had no complaints regarding the work performed. Out of customer goodwill, we have offered to share the costs of uninstalling and reinstalling the walk-in tub if customer continues to want it moved to a new location.

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22953103
  
  I am rejecting this response because the company is not being honest. The workers did not ask me where the tub should be placed. They never once called me to the back when they were removing the old tub and replacing it with the new tub. The location is not remotely close to where my original tub was and the salesperson knows that. He came over to see the placement and agreed with me that it was close to the window and curtains. I'm very disappointed that the owner has refused to make the changes. At a minimum, the most I will be willing to pay is $1500 for the uninstalling and reinstalling of the tub. I feel this  is the least he can do because I feel like me and my husband have been taken advantage of. I have also read multiple reviews who have the same complaints that I do. This company does not live up to its standards of excellence but if the company will do this, I will feel much better because I am not currently using the tub. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/15/2025

  We will be happy to call this customer once again to discuss her complaints.

  Customer Answer

  Date: 03/16/2025

   
  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:02/17/2025

  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.

  Safestep Walk-in ********************************************* NOTICE OF CANCELLATION Please be advised that I cancelled my transaction almost 2 months ago for the following reasons.?***** with Safestep tried to use an illegal building permit to try and push the installation through. A copy of this fraudulent permit is enclosed. ************* does not issue building permits only the City of ******, ********. Your employee, *****, went as far as to say Newton County trumps the city permit continuing to try and push the illegal permit to get the installation done. I requested her for over 2 months to get a proper permit. I do not approve of these improper and illegal business practice.?*****, project manager, would not direct ***** to get a proper permit. Also, ***** set up an installation date and the installers did not show. I was not notified that the installers canceled nor did ***** call me to notify me the installation had been canceled. I had to contact ***** that the installers did not show. I had to call her twice before she got back with me. I reminded her again when she got back with me that I need a City of ****** permit. She advised me that safestep had a department who would handle the permit. I advised ***** each time she set up the installation that her, ***** or the installers needs to provide me a copy of a legal permit.I will admit I cancelled the installation a couple of times due to medical reason which I called ***** each time prior to installation date. I was advised about 2 months ago I would receive a refund with a letter. I still have not received.I expect to receive my refund soon. I trusted safestep that is why I put down $10,000. I hope I dont have to contact the City of Joplins Prosecuting Attorney.*** ******* Property Owner

  

  Business Response

  Date: 02/19/2025

  We respectfully disagree with the customers summary of events and characterization of the issued permits. We are issuing a refund for customers down payment minus the costs we incurred due to customers cancellation after an installation date had been scheduled. The initial installation date agreed upon by customer was October 30th and was the first of at least four installation dates cancelled by him. Our costs were incurred before the initial installation date was rescheduled. We regret that we were unable to proceed with any of the scheduled installations.

• Initial Complaint

  Date:01/30/2025

  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.

  On September 24, *********************************** tub. I paid $23,750. As of today, January 30, 2025 I still do not have a working shower/tub, there are missing parts, which makes the Facilities in operable, I have contacted customer service numerous times to no avail not only that, but I now have to redo the floor in that bedroom because spilled paint all over it and never wiped it up. They also cut a hole in the ceiling which, according to my plumber did not needto happen as they had complete access through the attic. However, on my job specifications, they checked the box attic access no which is not true

  

  Business Response

  Date: 02/03/2025

  We can assure this customer that we would very much like to complete this service call. We have scheduled dates for a service call in both November and then December, but both are marked as a "no show" for the customer. The service technician and our Installation Manager have also made several telephone calls to customer in an attempt to reschedule. We will also email customer as well in an attempt to schedule a date and time that customer can attend. We would encourage customer to check her voicemails and emails in an effort to schedule the service call as soon as possible.  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22879637
  
  I am rejecting this response because: I have not received any phone calls from the service manager, ***** she does everything by text message the last text message I received. She informed me that she would contact me as soon as they had a technician in my area. I have received no voicemails nor phone calls from this business, I have now requested from AT&T a copy of all my phone records dating back to September and going all the way through January of this year. The last contact I had was a text message that I sent to a person named **** at 11:38 AM on Friday, January 10 I did not receive a response that text message included the pictures of all the damage done to my home by their technicians the tub they installed was filthy. Nothing works on it, and I am not happy.

  I will accept their response when they actually call me and set something up. The two times that they came to my home one I canceled the other I canceled. I am a cancer patient and a survivor of the one October shooting here in ********* at ************ the whole reason forgetting this tub was because of my injuries from the shooting. I am very sorry that I continue to have surgery that upset their Apple cart, but they attempted twice since September once in December once in November, are you kidding me? This is now February.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/19/2025

  We are pleased to report that the service call was successfully completed and the walk-in tub is fully functional and operational. We have attached the signed Service **********. We encourage customer to contact our Service hotline if she has any further problems.

• Initial Complaint

  Date:01/22/2025

  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 have tried to talk with this company regarding the walk in tub that I have purchased through them. The install was shoddy, with a large hole left in my floor for rodents to come through. I then had a service technician come out and told us different information than he forwarded to this company. I am concerned that this company thinks that dishonesty is an appropriate business practice. I would love to speak with someone that could listen to my concerns, and understand that arguing with customers is not the best practice when it comes to customer service.

  

  Business Response

  Date: 01/31/2025

  We were sorry to hear that this customer is not completely satisfied with her December, 2022 installation. We completed a service call in January 2025 and have ordered parts to perform a second service call. We encourage customer to contact our ****************** if she has any further concerns.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22845303
  
  I am rejecting this response because:

   

  I have tried communicating with the service department. They have been very unprofessional, and refuse to allow me to speak with a higher up. The original install left a square foot opening under my house for rodents to come in. I did not complain about the cost of replacing the tubing. Next the service department had a repair person come out to my house. It was necessary for him to use two cans of foam insulation to close the hole left by the original installers. He also stated that the part that needs replaced at this time was not damaged by the rodents that came up through the hole that was left during the original install. When the service department contacted me, they said he said the opposite to them. I am questioning the integrity of the people that Safe Step is utilizing for my tub. 
  
  

  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 02/12/2025

  This is the job that was done when the repair person came out. We were told he would come back after it settled. 

  Customer Answer

  Date: 02/12/2025

  This is the job that was done when the repair person came out. We were told he would come back after it settled. 

  

  Business Response

  Date: 02/19/2025

  We apologize to customer as there is apparently a misunderstanding. We have performed one service call and are in the process of completing the second, and final, service call. A delay was incurred because a part had to be ordered. We encourage customer to contact our Service Hotline if any further problems arise.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22845303
  
  I am rejecting this response because:

  The work is not fully complete. The service department has been extremely rude and unprofessional in our dealings with them. I have requested communication from a supervisor in the service department. 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/14/2025

  We apologize to this customer as there was a delay in a part being ordered. We have confirmed the arrival date of the part and spoken to the service technician. We will also contact the customer as quickly as possible to schedule a return visit.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22845303
  
  I am rejecting this response because:

  
  I have read over each and every response from this business. We have asked for contact from a professional higher up in the service department. We have also brought up the huge hole that was left in our floor when the tub was installed. Another thing we have discussed was the communication issues with this companies installer/repair company. There have been issues where the repair person tells us one thing, but this company something else. We have submitted pictures of the unprofessional job that was done when caulking around the tub after the repair work. It still does not look professional.
  
  Not one of these particular items have been addressed by this company. I am waiting for a response from this company that directly addresses these issues. I also want to know that in the future, when a problem arises, that there is a professional employee in the service department that we will be able to communicate with.
  
  Perhaps this company can rise to the occasion and actually communicate with us, address these issues, and allow us to move forward in a more productive manner.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/29/2025

  We are pleased to report that a service call was completed this week and all issues were resolved. We encourage customer to contact our ****************** if any further issues arise. 

  Customer Answer

  Date: 04/10/2025

  I received an email that said I had 10 days to respond. I went to respond at 9 days, and my complaint was closed. This was not answered by the company. 

• Initial Complaint

  Date:01/07/2025

  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 contacted this company more than 3 years ago to get a bid for installing their product in my elderly Mother's master bathroom. Upon receiving the bid information, I decided to get a different product and told the representative we were no longer interested. A representative contacted me several more times and I told them repeatedly we no longer needed their *********** July of this year, my Mother passed away. In the six months since her death, we have received at least two mailers and six phone calls for her. On the mailers, I have marked them 'Return to Sender. Addressee Deceased' and have told the phone **** that Mother is deceased and to please stop calling. My husband has blocked their number from his phone and I intend to do the same.The mailers are being sent to ******** ******* at ****************************************. The phone calls are coming to ************. I want them to STOP contacting us in any fashion, but especially by mail and phone immediately.

  

  Business Response

  Date: 01/07/2025

  We extend our deepest condolences to Mrs. ***** on the death of her mother. We have removed her mother from our calling and mailing lists. Please note that because some mailers have already been ordered, it is possible that a mailer may be received after the name is removed. We encourage Mrs. ***** to contact us if she has any questions.

• Initial Complaint

  Date:12/14/2024

  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 Transaction: 10/10/24 - Amount Paid: $24,671.00 -Service Agreement: To install a walkin tub shower and glass doors/curtains -Nature of Dispute: It is now 12/14/24 and they have been to the home 4 times to install the tub and have yet to complete a job that was supposed to be completed in one day. The tub arrived dirty, without a remote, glass doors, and an owner's manual, which led the buyer to believe it had been used. She inquired about the missing items and the condition of the tub and the installer became irritated by her questions and stated that they do not sell used tubs but never provided her with a manual, remote or glass doors, nor did he clean the tub. Sellers Attempts at Resolving the Issue: Finally, the company did agree to provide curtains for the tub so that the shower can be utilized and to compensate the buyer for the difference in cost.However, to date, the buyer still has not received the curtains or remote, though she has received the owner's manual. The installer has made two appointments to complete the job 12/6 (12/7 if he did not show on 12/6). Installer did not show nor did he respond to buyer's messages when she reached out to him to find out why he failed to do so.

  

  Business Response

  Date: 12/19/2024

  We were pleased to speak to this customer after receiving their complaint. We are following up on all issues, including parts being reordered. We would encourage customer to contact our ****************** if any other issues arise.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22688461
  
  I am rejecting this response because:

  I have received promises from Safe Step that they would complete the installation of my tub since the day after it was installed at the beginning of November and I am still waiting. I will not be satisfied until the job is actually complete. I do not think this is too much to ask when I was initially told that the job would be finished in one day and I paid over $20,000 for the tub!

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

  

  Business Response

  Date: 01/02/2025

  We will continue to work to customer to ensure that the installation is completed to her satisfaction.

• Initial Complaint

  Date:12/13/2024

  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.

  On about 7/18/2024 I had an in home consultation about purchasing a walk-in tub in an existing walk-in shower. After looking at several options I decided to go with Safe Step because of their lifetime warranty and them agreeing to install the tub in the existing walk-in shower. When the day of the install was to occur, the installers refused to install the tub where I wanted it but agreed to install it in my guest bathroom at a later date. The installers pulled the toilet and left a shim under the toilet that was not there before; broke the towel rack off the wall and stuck in back on the wall (that fell off later the same day) without telling me; told me they adjusted my water heater to a higher setting and the water heater busted several days later, due to be set to high. I contacted Safe Step to inform them about these issues and to be reimbursed for the repairs. I was told by to enjoy my tub. I am requesting reimbursement of $1500.00 for labor of new water heater install (that was still under warranty) and labor for repairs to toilet and towel rack in bathroom.

  

  Business Response

  Date: 12/20/2024

  We were surprised to receive this complaint as we have discussed with customer all of the issues raised in her complaint. Per the attached Amendment signed by customer, customer wanted to leave the install shower alone and move to the hallway bathroom. At installation, the installer did not cause any damage to the toilet or towel rack and also did not turn up the temperature on the hot water heater. Attached is the signed Completion form stating that customer had no service requests and no complaints regarding the work performed.

  Customer Answer

  Date: 12/30/2024

  I am confused about your response to close  my complaint. I gave you all of the information with my initial complaint showing that Safe Step did not make any good faith efforts to resolve the complaint. To say that they did is false. I have not received any other responses from Safe Step since I filed this complaint with you. Please kindly reopen this case to get a response from Safe Step. If you can't reopen the case the correct your records to reflect that Safe Step did not respond to the BBB complaint. Please let me know your intentions. Sincerely, ****** ******, Consumer.

   

  Customer Answer

  Date: 12/30/2024

  I am just seeing your first email requesting that I respond to the email. This company does not accept credit cards and payment is required in full at completion of install. The damage that occurred happened after the install was complete and was caused by the agents of Safe Step who turned the water heater up beyond the recommendation causing it to burst. To say that the job was completed does not release Safe Step from liability for damages caused by their agents. I am requesting that the statement that Safe Step made good faith efforts not be placed on this complaint. 

  

  Business Response

  Date: 01/10/2025

  We do accept credit cards for payment. As stated in our original answer, the installer did not cause any damage to the toilet or towel rack and also did not turn up the temperature on the hot water heater.

  Customer Answer

  Date: 01/24/2025

  *******, I am concerned about the miscommunication with the BBB of Tennessee. This is the second time that I have responded to you email to me. My initial email to you contained all of the information regarding this valid complaint. The complaint has not been resolved and should not be closed. 

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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.

  On Oct. 31, 2024, we had a salesman come and assess our living situation in order to buy a safe step tub. He checked the electrical box and the hot water heater and assured us that we would be ok to install a tub. The tub was installed on November 14, 2024. Today is December 9, 2024, and we have not yet been able to use the tub because we only get a very small amount of hot water to the tub. There is plenty of hot water to the rest of the house...upstairs shower, dishwasher, washing machine, all sinks...but very little hot water to the tub. The serviceman who came to look at the tub said that we needed a 60 gallon tank minimum for the tub. However the salesperson assured us that our 40 gallon tank would suffice. We are not plumbers or installers...we took the salesman at his word and purchased the product. We have tried to reason with the corporate office, but they tell us that all plumbing cost and hot water heaters are our responsibility even though they had assured us that all was fine with the unit we had. If we had known differently, we would not have bought the product.

  Customer Answer

  Date: 12/10/2024

  The plumber came today. Our 40 gallon water tank is 2 years old. He looked at the safe step tub and said that even an 80 gallon tank might not suffice. He also said that 80 gallon tanks are being phased out by the federal government. He recommended a 100 gallon tank. The cost of that tank is $4,150 plus the cost of the electrician. We have an electrician coming out tomorrow.  I don't  understand how safe step advised us that our 40 gallon tank was OK to accommodate their tub. 

  Customer Answer

  Date: 12/10/2024

  It appears that our contract reads," customer is responsible for adding an adequate water heaters if needed. ( Consult  a licensed plumber.) Advised customer may need to upgrade.

  This is a true statement.  However, the saleman told us that he needed to tell people that, although he saw nothing wrong with our set up and that we SHOULD have no problem

   This was a fraudulent claim as the plumber who came today told us that even an 80 gallon  water tank  might not be sufficient. Surely a salesperson would be able to tell us without doubt...the water tank would need to be upgraded. 

  

  Business Response

  Date: 12/19/2024

  We were sorry to hear about customer's issues with her hot water heater. We have been in touch with the customer and will reach out to them again in an attempt to resolve all issues.

  Customer Answer

  Date: 12/21/2024

  I did speak to a very nice person from Safe Step. She told me that, if we needed to have a new water heater installation, that the salesman would have offered us an $800 discount. She told us that her paperwork with our contract showed that we were never offered that $800 discount. I told her that with the cost of $4100 for the water heater and plumber cost and the @$586 cost for the electrician,  $ 800 did not seem to be a sufficient amount....especially as we may not have proceeded with the sale if we had truthfully been told that our 40 gallon tank would need to be replaced.

  Customer Answer

  Date: 12/23/2024

  I did speak to a very nice person from Safe Step. She told me that, if we needed to have a new water heater installation, that the salesman would have offered us an $800 discount. She told us that her paperwork with our contract showed that we were never offered that $800 discount. I told her that with the cost of $4100 for the water heater and plumber cost and the @$586 cost for the electrician,  $ 800 did not seem to be a sufficient amount....especially as we may not have proceeded with the sale if we had truthfully been told that our 40 gallon tank would need to be replaced.

  Customer Answer

  Date: 12/23/2024

  I am not sure if there is something I need to do at this point. Please let me know if there is any other information you need from me. Thank you.

  Customer Answer

  Date: 01/16/2025

  I am waiting for follow up from BBB or Safe Step. Would you please let me know the status of Complaint # ********.

  Thank you for your kind help. 

  ******** Stanford 

  

  Business Response

  Date: 01/23/2025

  We apologize for the delay in responding. A member of our **************** staff has left a voicemail with customer and we hope to speak to them very soon.

  Customer Answer

  Date: 01/28/2025

  The last communication I received from this BBB website was that Safe Step had left a voicemail on my phone. However, there is no voicemail from Safe Step on my phone. I have checked my voice mail twice. 

  Customer Answer

  Date: 01/28/2025

  The last communication I received from this BBB website was that Safe Step had left a voicemail on my phone. However, there is no voicemail from Safe Step on my phone. I have checked my voice mail twice. 

  

  Business Response

  Date: 01/28/2025

  We are pleased to report that we have spoken to the customer today and reached an amicable resolution. We will continue to work with customer to complete any remaining tasks and hope that they enjoy their walk-in tub for years to come.

  Customer Answer

  Date: 02/20/2025

  It has been over 2 weeks, and no check has arrived