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

  
• 

  Jacuzzi Bath Remodel of Twin Cities

  7300 Washignton Ave Eden Prairie, MN 55344

• 

  Safe Step Walk-In Tub CO

  Colorado Springs, CO 80921

• 

  Safe Step Tubs of Minnesota, Inc.

  7300 Washington Ave S 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:12/02/2024

  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.

  I purchased a safe step tub with the a lifetime warranty. This tub is filtering mud and sand through the jets. I contacted the business and they said someone would call me back to schedule service. No one has contacted me. This is truly a buyers remorse expense. The salesmen that came to my home gave an academy award performance on how great the product was and they acted with sympathy because my husband had passed 30 days prior. I now understand why not to make major purchases after the death of your spouse, I was completely taken advantage of. When I contacted the company, they immediately tried to blame me and say I might be charged for service. This is a terrible act from this company. There are numerous complaints on social media and some with the same issue I'm currently having. It's a shame to take advantage of widows, and I'm a disabled veteran. Please help with this issue.

  

  Business Response

  Date: 12/03/2024

  We are pleased to report that we have spoken to the customer and scheduled the service visit. As with any service call, customer was informed of the hourly service charge if the issue is not covered by their warranty. We were surprised to hear the other complaints as this was a July,2022 installation and we have not heard from this customer since **************, over two years ago. We will be happy to address any of her concerns during the service call.

  Customer Answer

  Date: 12/03/2024

   
  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. However, the "surprise" of complaints from numerous customers can quickly be resolved by reading the BBB, yelp, and ****** reviews of your product. I'll be happy to assist and forwarding some of them if it will help.
  
  Sincerely,
  
  Mrs. ********* ******

  U.S. Army Retired

• Initial Complaint

  Date:11/22/2024

  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.

  Hello, I'm a 100% disabled veteran and I just moved into ************************* *******. I had a salesman come to my house to talk about buying a tub. The first thing I told him is that "I want a 60" tub!" I'm a big man. I'm 6'1" weigh in at 250 lbs. I was told that they don't have tubs that big but they will have one that fits me. Well, OK. The job they did was great except for the hole in the wall they left. The next day, I tried the tub, I could only soke the lower half of my body, and when I tried to scoot down to wet my chest and shoulders, my back got caught on the seat and I got a loud "POP", Thirty minutes later, my right leg swelled up from my hip to my knee. All this started around the 19th of October and I informed the company that I can't use this tub, it's too small. I was told they would look into it. I decided to check with them this morning and I was told that my claim was denied! Now, I have a $19,000 bathtub I can't use! And I have nerve damage in my back! I have an appointment with a doctor at ************************ in ******************* on the 6th of December to schedule surgery. All I want is my money back or replace the tub with one that will work for me. again, my claim has been declined. I don't want to get a lawyer, but I will!

  

  Business Response

  Date: 12/11/2024

  We have performed a service call to videotape the customer in the walk-in tub and we also spoke to the customer today. We have scheduled another call for next week.

• Initial Complaint

  Date:11/15/2024

  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.

  on July 7, 2024 we purchased a walk in tub for my husband who is a large man (6 foot tall, 370 pounds at the time). He had mobility issues and were assured by the sales representative that the tub would fit him and access would be easy. The tub was installed approximately the middle of August. due to mobility my husband did not use the tub until the end of the month. we struggled to get him into the tub as the door was not wide enough to close easily once he had entered the tub and exiting was equally difficult. he went to a nursing home shortly after returning home the beginning of September. he entered another nursing facility approximately 3 weeks later due to increased mobility issues and it is anticipated he will not return home. approximately a month ago a friend of mine was visiting and was going to use the tub but was unable to due to the door leaking. I made $23,000 for the tub. it was purchased for my husband who even if he were here would not be able to use it. I will never use it as the pan of the tub feels spongy and I am more comfortable using the second shower. I have contacted the company regarding the leaking door and the inability of my husband to use this very expensive bathroom item. When I call I either end up being transferred to a different line to leave a message and my call is not returned or I get disconnected. when I have talked to a real person (approximately 3 times within over a month of contacting them) they have assured me they would be contacting the appropriate person but still have gotten no call back to verify this. I am aware they have several sites but customer service and communication is non existent. I have asked about returning the tub since my husband can not use it and was told that was not possible so I have a $23,000 bathroom ornament.

  

  Business Response

  Date: 11/22/2024

  We were sorry to hear that customer is disappointed with her walk-in tub. We have spoken to the customer and we are working on scheduling a service visit to address all issues.  

  Customer Answer

  Date: 11/22/2024

   
  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:11/09/2024

  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.

  Bought a Safe Step Walk-in tub. Was told that my wife would be able to fit. She cannot sit down and close the door. She was assured that she would be able to as long as she could put her knees together. That was a lie. So first it was bought under false pretenses. Second, we have had to have them come out several times because it kept popping the breaker. It ended up frying my tankless water heater. It was new so there was no issues with it at all. We bought a tank water heater. I was just informed that it won't work because the wiring was done incorrectly. So I have had to buy 2 water heaters and now I have to pay for an electrician.

  

  Business Response

  Date: 11/11/2024

  We are sorry to hear that this customer is having an issue with the walk-in tub that was installed in April, 2023. We will schedule a service call to address all issues.

• Initial Complaint

  Date:10/23/2024

  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.

  ***** dollars

  

  Business Response

  Date: 10/24/2024

  We were surprised to receive this complaint as the walk-in tub was installed over two months ago and this customer has never contacted our office with any complaints or service requests. We will contact the customer to address his concerns.

• Initial Complaint

  Date:10/09/2024

  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.

  Entered by BBB staff LO Consumer states the business came out around the end of June 2024. The person that came out did the measurements wrong. 3 men came out and said they could not do the job because the measurements were off by about 2 inches. She was told she needed a pedestal sink with a smaller bowl in order for them to get the 2 inches they needed. This meant the consumer would have to pay more money so she couldn't have it done. The consumer tried contacting the man that came out to do the measurements but was unable to get a hold of him. She also tried contacting the business directly with no luck. The business ended up sending the consumer a check for $1250.00. She contacted them to ask why they were only giving a partial refund when no services were rendered.

  

  Business Response

  Date: 10/15/2024

  We spoke to the customer on October 8th to inform her that we were refunding the entire amount of the down payment once we learned that the cancellation was because of the additional work that was needed, and we explained the timeframe for processing the check. We are sorry that we are unable to assist the customer at this time and wish her the best moving forward.

• Initial Complaint

  Date:09/12/2024

  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.

  The salesperson walked out with a deposit of $5000 on March 21, 2024, then nothing for months They asked me to find blueprints of the house for the permits. When I couldn't find any they asked ME to draw a picture for them! What kind of professionals do that! Then they sent a woman over who drew 2 lines and left (NOT exaggerating). We finally got so fed up with them I sent the saleswoman a text canceling the order and requested a full refund 4 months, June 14. after not hearing anything. The saleswoman kept telling me she will email the corporate office, over and over, between June14 and July 22. All of a sudden they had the permits and ready for install on July 11. We refused the install and they refunded $2360.52 keeping the rest claiming all kinds of fees they incurred. After arguing until today, September 12, we'd had enough. Someone from corporate called and offered us another $1000 back or said we can take them to court!

  

  Business Response

  Date: 09/18/2024

  We were disappointed to receive this Complaint as we have had numerous conversations with this customer regarding these issues. We did experience delay waiting for a permit to be issued on two separate occasions.We have no control over how long a locality may take to process the necessary paperwork. During the first submission for a permit, the locality requested a floor plan. To minimize the delay, we asked customer if they had a floor plan they could provide. When customer refused, we had someone visit the residence to draw the floor plan. We accomplished this goal within days of learning that a floor plan was needed. We are confused by customers criticism of the floor plan prepared as the locality accepted it. Subsequently, an installation was scheduled with customers agreement for August 2nd. Customer cancelled the contract after agreeing to the installation date. Because the cancellation was made after the rescission period, we retained our incurred costs.
  
  We then received a voicemail message from customer, which we have retained, stating that they had decided to sell the house and threatened to take us to court. Out of customer goodwill, we returned customers call and made a good faith effort to reach an amicable resolution. We were awaiting a return telephone call when we received this complaint. 

  Customer Answer

  Date: 09/18/2024

  The cancelation was made on June 14 via *** ******* who then said she would contact the corporate office for the refund.  I continued to contact *** regarding the status of the refund through July 22.  All in text attached. The permits were issued on July 11 regardless of my request to cancel 4 weeks prior!.  Long after the request to cancel more than once.  A temporary assistant took the phone call regarding the scheduling and mistakenly scheduled the installation that was repeatedly canceled.  Once I saw that mistake, I called within one day of that mistaken schedule to let them know it was a mistake.

  In addition, we did not refuse to provide a floor plan.  We told them repeatedly that we did not have one, at which point they told me to draw one!  Unbelievable!

  Customer Answer

  Date: 09/24/2024

  The cancelation was made on June 14 via *** ******* who then said she would contact the corporate office for the refund.  I continued to contact *** regarding the status of the refund through July 22.  All in text attached. The permits were issued on July 11 regardless of my request to cancel 4 weeks prior!.  Long after the request to cancel more than once.  A temporary assistant took the phone call regarding the scheduling and mistakenly scheduled the installation that was repeatedly canceled.  Once I saw that mistake, I called within one day of that mistaken schedule to let them know it was a mistake.

  In addition, we did not refuse to provide a floor plan.  We told them repeatedly that we did not have one, at which point they told me to draw one!  Unbelievable!

  

  Business Response

  Date: 09/27/2024

  The method for cancelling the contract is clearly set forth in the contact and at no time did this customer provide us with a signed notice of cancellation prior to costs being incurred. We initiated the permitting process long before any of the dates in question. Additionally, I have attached the floor plans which customer described as being two lines. In short, we incurred costs for a cancellation that occurred after rescission and customer agreed to an installation date after those dates as well. As noted before, we engaged in a good faith attempt to amicably resolve all issues and we were awaiting a call from customer when this complaint was filed. 

  Customer Answer

  Date: 10/11/2024

  WE DID RESPOND.  IF YOU CHECK THE MESSAGES, OURS WAS THE LAST ONE.  WE DID NOT HERE BACK FROM THE COMPANY.  WE HEARD FROM THE COMPANY AFTER OUR FIRST COMPLAINT BUT NOT AFTER OUR COUNTER COMPLAINT

  Customer Answer

  Date: 10/18/2024

  Their response is completely false.  We notified them via text with confirmation of cancelation on June 14.  Any costs incurred were after that.  They ignored our request and continued as if all was going ahead.  There is no way $2600 was incurred before June 14.  I want an itemized list!

  

  Business Response

  Date: 11/01/2024

  The request for permits was sent to Same Day ************ on March 27th. Additionally, Mr. ****** was present on May 31st when we had someone visit the residence to draw the floor plans. At no point during that time did he ever state that the project was cancelled. We also received a call from the ****** residence on June 5th regarding the possible scheduling of the installation.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22277163
  
  I am rejecting this response because:
  I was absolutely not present when the drawing were done. My assistant showed her the space as I was NOT present. 

  There was no phone call asking about installation. Only to cancel which was followed up with a text to *** ******* confirming our request to cancel.  She indicated she was talking to corporate for the refund. I continually contacted her as follow up on the refund for an entire month through July when they called and said they got the permits and were prepared to install. 

  A temporary secretary took a message and the date they wanted to install. When my regular assists t returned to the office she immediately called and confirmed we canceled and there would be no install. 

  Safe step kept half of our money without any itemization as to what had to be covered. It appears they continued operating as if we didn't cancel for more than a month, probably incurring costs that were instructed by us to cancel. 

  All texts ans emails support this information. 

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

  

  Business Response

  Date: 11/22/2024

  In his last response, Mr. ****** asserted that our costs were incurred after June 14th. We replied and stated that the request for permits was sent prior to June 14th, namely on March 27th.We also stated that Mr. ****** was present on May 31st when we had someone visit the residence to draw floor plans and at no point during that time did he state that the project was cancelled. Mr. ****** responds by stating that he was absolutely not present when the drawing was done. My assistant showed her the space as I was NOT present. We never stated that ********* was with our representative when the actual drawing was done. We have spoken again to the lady who visited the ****** residence for the floor plan drawing and she confirmed that she was introduced to Mr. ****** by his assistant on that day after she was let into his residence. She has vivid memories of the statements Mr. ****** made to her at that time. Not only did he not state that the project was cancelled, he raised no objection to her leaving with his assistant to perform the drawings. As we have stated before, we have engaged in a good faith effort to resolve this dispute, including offering to refund some of the costs that we incurred.

• Initial Complaint

  Date:09/07/2024

  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 August 2 2024 *** ****** CSLB # ******* came to my home and quote me on the walk-in shower we express to him that we love the product but did not anticipate spending over 12k on this project and that anything over that we would have to take some time to figure out our finances, he then explain to us that we could pay a deposit for $500 to secure the one time special price and this would give us time to figure out our finances and that we had the option to cancel and get our deposit back. On August 9 I call *** and also send him an email expressing our decision to cancel he answer our email asking why and after a few emails back and forth which I have we made it clear to him that we we wanted to cancel and requested our deposit back we also call the office and they said they would process and refund our deposit. It has been over a month I have call countless times to this number ***************** and I feel that Im getting the runaround all they say is they will email accounting when I call *** theres no answer or replay to my txt -

  

  Business Response

  Date: 09/11/2024

  We apologize for the delay in returning the customer's refund check. The check has been processed and will be mailed to customer as soon as possible. It may take up to 10 business days for the check to be received. Customer is encouraged to contact our office if he has any further questions.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22253194
  
  I am rejecting this response because: safe step continues to say that in 10 days I will receive my refund check its been over 30 days and as of 9/17/2024 I have not receive my refund check for $500 

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

  

  Business Response

  Date: 09/25/2024

  We are pleased to report that this customer's refund check has been received and cashed.

• Initial Complaint

  Date:09/04/2024

  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.

  There is a stain below the tub that they say was there when they began the install, even though they were here for hours and I escorted 4 persons through, shut of the water for the turned on the sink to drain the pipes for them they all remarked how we have a beautiful home but did mot point out **** stain to us It became evident when a second tech worked on the tub and had to use a2 towels to clean up the water that leaked while he was working They say its my repair because it was there Feel this is not true certainly they would have shown it to us to be sure we would not attempt to have them blamed

  

  Business Response

  Date: 09/05/2024

  While the person filing this complaint is not a Safe Step customer,we have identified the actual customer. Prior to beginning any work on the day of installation, our installation crew took a photograph showing multiple water stains on the ceiling of the room underneath the bathroom. Customers contract provides that Safe Step is not responsible for any pre-existing damage. At the conclusion of installation, customer signed a Completion certificate, which states that there were no complaints regarding the work performed and the house was left neat and clean to their satisfaction. Additionally, we performed a service call and confirmed that the walk-in tub was not leaking in any manner. The photograph showing the pre-existing damage and the completion certificate are attached.

  Customer Answer

  Date: 09/15/2024

  There was a response, they will do nothing, the repair is up to me to have done  

• Initial Complaint

  Date:08/27/2024

  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.

  I was told it was a 2 day install. They began on August 12 and as of today the installation is still not complete to my satisfaction. The lead man asked me to sign paperwork after stating that they were cleaning up. He showed me the tub and said he would correct the shelf which the caulk had not set up on an I pushed down by mistake. That repair was not done and they disappeared almost immediately without letting me know that they were leaving. I was as not allowed time to QC their work. When I did QC immediately after realizing that they had left, I found caulking irregularities in places on the face of the tub. The caulking job was not consistent and shoddy. The repair to the shelf was not completed. The trim removed was not replaced. There were discarded supplies left on the window seal. I called and requested that they return. I was in the shower when they finally returned so I wrapped a towel around me and went into the bathroom with the lead man and pointed out my concerns. I then asked the man to let me know when they were complete. He responded yes sir ***** I then went into the bedroom and put on a pair of shorts and a t shirt. When I came out of the bedroom they were gone with no notice and leaving a piece pf Their trash where they were parked. I have called Safe Step several times to get them back and complete there work and will do so again tomorrow as I have already called today. August 27. We are now at 14 days of this bathroom not being completed. I am certainly thinking about legal action. I would like to use the product but refuse to until they complete the work. I did tell the representative when they tried to sneak off without completing not to process the loan and was told they would not until I had signed off new paperwork on their completion. At this time I have nothing positive to say about this experience. Going into a holiday weekend with the main bath still in disrepair is unexceptionable to me.

  

  Business Response

  Date: 09/03/2024

  We apologize to customer for any issues they have experienced. A service technician has contacted customer to schedule a service call and address all outstanding issues.