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 Tubs of Minnesota, Inc.

  7300 Washington Ave S Eden Prairie, MN 55344

• 

  Safe Step Walk-In Tub CO

  Colorado Springs, CO 80921

• 

  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: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.

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

  

  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 ************.

  

  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.

  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 . 

  

  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.

• 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.

   

   

   

• Initial Complaint

  Date:07/10/2024

  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.

  To whom it may concern:

  My Uncle(*******************************) did not get you letter until July 23rd.  10 day is from your date on the inside of the letterhead.  That is unacceptable as we/he had doctor ************ on the 25th and surgery on the 26th as a result from the slip in the ***SAFE STEP shower that was installed wrong.  The "repairman" did not show up until the 20th of July.  He fix some of the problems but did not bring a new shower curtain and said the sheetrock did not have to be water resistant... in a shower?   On Saturday we discovered the water lines are hooked up backwards.  Hot is to cold and cold is hooked up to the hot.  Not a good thing as someone could get burned if they turn the cold on first as this happened to me on Saturday. $11,000 shower with 2 professional installers that can not hook up the water supply right.  THIS IS NOT RIGHT!   THEY ARE TAKING ADVANTAGE OF THE ELDERLY AND THAT IS NOT RIGHT!

  Please do not let them get away with this,

  Sincerely,

  *******************************( for my uncle *******************************)

  

  Business Response

  Date: 07/15/2024

  We are sorry to hear that the customer is not completely satisfied with their walk-in shower. A service call was performed and customer was informed that parts would be ordered. Last week, we left a voicemail message with customer reminding him that parts had been ordered. Once the parts are received, we will promptly schedule a service call to address all issues.

• Initial Complaint

  Date:07/01/2024

  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.

   
  Complaint: 21924934
  
  I am rejecting this response because:

  The salesman **** called and promised to work things out as the miscommunication on the swing door I relented to ****'s answer on this, as he talks fast and mentioned both doors. When the tub was installed first word I said to installers is that it was to be outside door swing. They said it does not come with swing door outside. Problem is you are limited getting in, as stepping on drain trying to get around door. Very poor design as hard to get in around the door.

  When I signed the contract **** said don't pay if you are unhappy with the tub. I did pay because they installed the tub and expected payment. After trying to use the shower it was not what I expected or promised.

  Had no problem with the installation. Poorly designed. **** did not tell me I would be stepping on the drain and it could break. Installers called ***** for payment and she answered immediately. Installer knew I was unhappy and they said to talk with ***** crew leader. Called twice left message. No return call. ***** does not answer either.

  On the heated seat quote ****'s words it is hot enough to burn your ****. Strange way of saying it, but he did. That is why he ordered a new heater. ************************* said that the gauge says it is warm. Try sitting on a cold seat. Not what **** said about the seat.

  What happened to the width of the tub as **** said it would reach past the tile. It does not. Did they put in a smaller tub and charge for the larger one?

  It was never inspected by county as of yet. Waited twice never showed up.

  It is suppose to be life time warranty. I have never received anything on this.

  Whoever wrote the message wants me to call service. They never answer or call back, useless. This is  very unprofessional for a business that charges a lot of money for there product. Very unhappy.

   

   

   

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

  

  Business Response

  Date: 07/08/2024

  We regret to hear that the customer is not completely satisfied with her walk-in tub. We performed a service call and determined that the heated seat was operating correctly. In addition, no operational issues were found with the walk-in tub. The tubs in-swing door was shown on customers presentation and her contract states that the door is in-swing. On June 13th,customer admitted to us that there was probably a misunderstanding as to the inward swinging door as she had seen a number of different companiescommercials. Regarding installation, it was performed according to the contract.Additionally, at the conclusion of installation, customer signed a Completion form, which is attached, stating that the work was performed in accordance with the contract, and she had no complaints regarding the work performed. The fact that the walk-in tub had an inward swinging door would have been shown to customer prior to her signing the completion form. If customer has any specific service requests,we would encourage her to contact our *******************

  

  Business Response

  Date: 07/11/2024

  We will separately address each issue raised by this customer.
  
  Outswing Door We do not sell a walk-in tub with an outswing door. Consequently, no outswing door tubs were shown to her.Instead, numerous photographs and videos were shown to her for an inswing door.Customers contract states that the door is inswing She was also given a brochure showing the inswing door. Customer would have been aware that she had received an inswing tub door when she signed a completion form at the conclusion of installation. Customer was also given a demonstration of how the tub functions,including the door, prior to signing the Completion form.
  
  Heated Seat I have attached a photograph from a service call where we tested the heated seats temperature. The temperature is 115 degrees F, which is well within our parameters and certainly would not be considered cold, as described by customer.
  
  Tub size The tub size is shown on customers contract and that size tub was installed.
  
  Tub was supposed to come past the tile The Direct Seller has confirmed that he never made that statement and there is no record of any such statement on the contract. Additionally, the Completion form signed by customer stated that the work was performed in accordance with the contract,and she had no complaints regarding the work performed. Customer would have seen how far the tub came out onto the floor before she signed the Completion Form.
  
  Design of tub Customer was shown numerous photographs and videos which depicted the tub design and drain location.
  
  Optional Payment We confirmed with the Direct Seller that he never stated that customer did not have to pay for the tub if she was unhappy with it. Additionally, customers contract states that payment is due upon installation.
  
  Final Inspection On June 11th, we spoke to customer in an attempt to schedule the final inspection. Customer refused to schedule the inspection because she was not happy with the tub.
  
  Never received anything on lifetime warranty The Completion form signed by customer states that she received the Owners Operator Manual, which contains the warranty.
  
  If customer wishes to provide a time and date to contact her regarding any service concerns, we will be happy to call her at that time.
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21924934
  
  I am rejecting this response because:

  Separately answer each response by no person> Safe Step. I guess no one person is accountable in this business.

  Apparently I am just a liar on all responses. Just to clarify I pay all my bills and have a good credit rating. I do not want to be misled on purchases. 

  I never said **** showed me a picture of outdoor swing. I did tell ******* it  was NOT easy to get in or out of the tub. You could not miss stepping on the drain in which they did not address in their answer because of the door swings inside.  I did tell ******* it was suppose to be past the tile as **** measured. I did mention all the things at the time I was unhappy with and ******* said call his supervisor. I had to pay whether I wanted to or not as that was expected. ******* never did step inside of the tub.

  Later I did try the heater on the seat and very cold. The picture they show on the gauge is of the water not the seat. Regardless what ever they say it is not what I was told. It is too cold to sit on it. 

  I called the manager and had to leave messages twice with no call back EVER. Finally I called customer service in which she did not want to hear what I had to say. She kept saying they told me everything was good. No one ever called or they disconnect you. 

  Was told by **** if I am unhappy, he would make sure I was, or not to pay. I took that as a grain of salt not paying. 

  Additionally it is stated why did I pay if things were not right. Told on contract payment due upon installation.

  I did look at the back of the manuals and there is a warranty and I will have to call them to make sure they have all information. Too bad this company does not work with there customers. Once they have the money they do not answer you. Sorry, that is the treatment I received by Managers, and customer service.

  When I talked to customer service I told her twice I waited for inspection call and it never happened. Immediately I was called to set up for inspection. They need to call for inspection. This is not a safe tub.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

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

  

  Business Response

  Date: 07/18/2024

  We were pleased to read that customer is willing to move forward with the inspections. We will once again contact the locality and customer to schedule them.
  
  Customer is incorrect regarding the photographs showing the temperature of the heated seat. The bottom picture in the service ticket clearly shows the thermometer taking a reading of ***** for the heated seat.Regarding the top two pictures, they do show readings of the water temperature after customer complained that the water was too cold. As with the heated seat,no problems were found with the water temperature. Customer signed a service completion,which provided both the temperature of the water and the heated seat.
  
  We struggle to understand why customer thought she was getting a tub with an outswing door when everything she was shown depicted an inswing door and the contract stated that she was receiving an inswing door. Additionally,as noted before, she also signed the completion form post-installation stating that she had no complaints and no service requests. Finally, customer knew the drain location prior to purchase, and it is possible to enter the tub without stepping on the drain. Simply put, at no point was customer misled about any issues.
  
  Once again, if customer would like to provide us with dates and times to call her so we could discuss any service concerns, we will be happy to do so. 

• Initial Complaint

  Date:06/30/2024

  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.

   
  Complaint: 21923012
  
  I am rejecting this response because: we were told by the person representing this company that ALL NEEDED DOCUMENTATION would be taken care of by them. We would not have to do any of the needed paperwork as we are in our 80s & the only reason that we went forward with this contract. This information was provided in our letter.
  
  Sincerely,
  
  ***** & *************************

  

  Business Response

  Date: 07/08/2024

  We are sorry to hear that there may have been any misunderstandings regarding the permit process, which was explained to customer by the Direct Seller. The Direct Seller has attempted to speak to the customer to address any misunderstandings. We would respectfully request that the customer return the Direct Seller's call so that we can assist them.

  

  Business Response

  Date: 07/08/2024

  We are sorry to hear that there may have been any misunderstandings regarding the permit process, which was explained to customer by the Direct Seller. The Direct Seller has attempted to speak to the customer to address any misunderstandings. We would respectfully request that the customer return the Direct Seller's call so that we can assist them.

  

  Business Response

  Date: 07/16/2024

  As noted before, the Direct Seller confirmed that she did not make the statements attributed to her. Additionally, the contract provides that there are no verbal agreements, and that all agreements must be in writing. Here, the Direct Seller had made numerous attempts to contact the customer. We can arrange for a courier to visit the customer to ensure that the permit documentation is signed correctly. Customer is not being asked to do any more than any other customer where the locality requires permitting.