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 has 4 locations, listed below.

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  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:08/20/2024

  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.

  Order was cancelled within a week. Verbiage specifically placed on contract regarding cancelling of order due to health condition of parent. Notified, filled out form for cancellation before 8-1-24. Confirmed on 8-1 that cancellation was done and that accounting would be reaching out regarding return of deposit. Called and left messages 8-16, 8-16 separate Safe Step numbers text forwarded 8-18 left message on 8-18 called 2X on 8-19. and called ************************* a per the instructions listed on BBB web site. Asked the return phone call be made the same day or that BBB would be contacted. Received no return phone call.

  

  Business Response

  Date: 08/21/2024

  We were disappointed to learn that this customer has cancelled their contract. The refund check has been processed and should be mailed by Monday, August 26th.

• Initial Complaint

  Date:08/13/2024

  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.

  I received an unsolicited mail from SafeStep asking me if I want to purchase their products. When I called and told them I do not appreciate unsolicited mailings and that I never want to contacted by their company again they got offended. Although they said they would remove my information from their computers so that I will no longer get mailings or e-mails or calls from them, I figure they wouldn't listen so I decided to file a complaint with BBB. That way when they deny that I demanded they stop contacting me as I told them I will have evidence to present to prove that I did demand they stop contacting me and they agreed not to contact me again.

  

  Business Response

  Date: 08/14/2024

  Per our conversation with ************, we have removed him from our mailing list.

• Initial Complaint

  Date:08/12/2024

  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.

  I decided to inquire about a SafeStep Tub, the sales man came to my home, he told me about the tub being custom fitted to me, he told me the temperature was self maintained, that the tub filtered the water when you put it in , that it would be cleaner then the water you put in it. I was told that my water heater would work well with the tub , and that I may look at getting a bigger hot water heater but that was not necessary at first, it was just mentioned. The tub was installed, not only did the contractors break my tile floor, between the time I agreed to having the tub put in my home and the install date I was told that I was going to have to pay more money to have more tile installed because around the top because they didn't provide any options for that before install. I cannot completely take a shower in it without stubbing my toe. I can't even lean back in the tub. The door nearly closes on my midriff section. It takes too long to fill up. I cannot stretch my legs out like you can in a normal bath tub. You cannot heat the water inside the time and there is some kind of governor or mixer valve that keeps my tub from getting warm. I even purchased a bigger hot water heater to try to resolve the problem. That is dangerous because hot water at the sink is hotter then what is coming out of the tub.It is very cold and takes 15 minutes to fill up.Then when you are done bathing you have to wait for the water to drain staying cold while waiting.I cannot get out of the tub unless I wait and freeze. I am very upset , the tub is not safe, I do not care for it. I feel like I was taken advantage of and I am now being stringed along by the company in trying to remedy the situation. I have called and left messages and I even talked to the financing company and told them I am not happy and that I am not paying. I found on the better business bureau site that there are a ton of other complaints also.

  

  Business Response

  Date: 08/19/2024

  While we are always disappointed when a customer is not completely satisfied with their walk-in tub, here Safe Step Walk In Tub has fully completed all contractual obligations. We are puzzled by customers request for a refund as customer has never paid any portion of the agreed upon contractual price. Further, the contract signed by customer directly contradicts his complaints. Regarding the water heater, customer initialed a paragraph where it states in all caps that customer was advised he may need to upgrade. Customer also received a discount in case he needed to upgrade his water heater. Customers responsibility for providing adequate hot water is spelled out in several places in the contract.
  
  Customers statement that we requested additional funds prior to installation is incorrect. Customers statement that the tub has a governor or mixer valve to prevent the water from getting warm is also incorrect.The contract also addresses his complaints regarding fill time, drain time and refunds after installation.
  
  We have placed numerous calls to customer to attempt to schedule a service call to address any concerns. Despite our efforts, customer has not returned our calls. Given these circumstances, we decline customers request for a return.

• Initial Complaint

  Date:08/01/2024

  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.

  My safe step tub has a faulty faucet and shower head. I called on July 2, 2024, to report this problem. I was informed that parts would need to be ordered. They said it would take five working days to get the parts. I have called five times to see when the repair would be done. Instead I just get told different excuses on why the repairs cant be done. I would like to have my tub repaired. It was a very expensive item to purchase and is suppose to have a lifetime warranty. Im tired of their excuses.

  

  Business Response

  Date: 08/12/2024

  I am pleased to report that this service call has been completed. We do apologize to the customer for the delay he experienced in having the service call finalized.

• Initial Complaint

  Date:07/31/2024

  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.

  We ordered this tub in May and it's still not complete there is no trim around the tub and it's got a hole in it and they're denying that they put the hole in it so we've got to product that's not completely installed and it's hard to get in and out but that's my fault

  

  Business Response

  Date: 08/09/2024

  We apologize for the delay in completing this service call. Parts were ordered and contact has been made with the customer. Once the parts are received, the service call will be finalized. Again, we apologize for any inconvenience experienced by the customer because of this delay.

• Initial Complaint

  Date:07/30/2024

  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.

  Initially contacted the company earlier in 2024, and the first installation date was supposed to be in April. The order kept being delayed, and I have stopped receiving any communications from the company.

  

  Business Response

  Date: 08/09/2024

  We have been in contact with this customer and apologize for the delay in completing this work. We are tracking the shipment of parts and will finalize the necessary work as soon as the parts are received.

• Initial Complaint

  Date:07/29/2024

  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.

  Check #*** written to hold for price. Cancelled on July 9, 2024 and I still have yet to receive my refund

  

  Business Response

  Date: 07/31/2024

  We apologize for the delay in customer receiving their refund check. The check has been processed and should be received by customer next week. If the check isn't received during that time, we would encourage the customer to call our main number at ************.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22060088
  
  I am rejecting this response because: I have still not received my check!!!!!! Aug 9, 2024
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/16/2024

  We are pleased to report that our records show that the check was cashed by this customer.

  Customer Answer

  Date: 08/21/2024

   
  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:07/24/2024

  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.

  Our install occurred 6/25 this year. We had some major problems with the install and have been calling for service for a month now. When we call, we get told they will call our service team and let them know, then they will call us, no one has tried to contact us.i have contacted the company eight times in the last month to resolve the issues. ( Went through my bathroom exhaust fan for wiring and now the fan does not work, chip in the entryway of the tub, shower package is loose, tub not leveled on all four sides, caulking done poorly in many areas or not done at all, tub creaks when you get in and out of it) I sure hope you guys can help my wife and I get the help we need to finish this installation properly.Best regards,***********************

  

  Business Response

  Date: 07/25/2024

  We apologize to this customer for the delay in completing this service call and any inconvenience they have incurred. The time period for completing the service call does not meet our standards or expectations. The service technician spoke to the customer yesterday and provided them with a timetable for completion. We would strongly encourage the customer to contact us if there are any further delays. Again, we apologize.

• Initial Complaint

  Date:07/23/2024

  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.

  They are calling me nonstop!!! 13 times in an hour today after i left a text and a message to stop calling. They called the other day numerous times also. LEAVE ME ALONE. YOU ARE HARASSING ME NOW Its causing me anxiety and other issues

  

  Business Response

  Date: 07/24/2024

  We appreciate this consumer letting us know that they no longer wish to be contacted. Our records show that we did speak to her yesterday when she informed us that she was no longer interested. We have not made any calls since that time and we will remove this consumer from our calling list.

  Customer Answer

  Date: 07/25/2024

  How about do not call people that many times  like that. maybe an apology for harassing me and causing extreme angst and anxiety. Change your methods for future . 

• Initial Complaint

  Date:07/18/2024

  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.

  Product has not worked properly since it was put in. Looking for it to be taken out and money refunded. We have tried going through company and they are not getting back to me, Also had filed this once before to you and we did not hear back.

  

  Business Response

  Date: 07/18/2024

  The response we filed to the previous BBB complaint is as follows: While we apologize for any delay experienced by customer, we have offered on several occasions to perform a service call to remedy any issues with customer's walk-in tub. We continue to stand ready to service customer's tub and fulfill all obligations under his warranty. We will contact customer again in the hopes that he will allow us to service his walk-in tub.

  Customer has refused our requests to perform a service call since June, 2023, including during a call that occurred a year later, in June, 2024. We stand ready to address any service requests customer may have if they will allow us to make a service call.