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:02/08/2024

  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.

  We purchased the walk in tub on September 13, ***** and was installed a couple of weeks later. The representative was *****************************. We were told that the tub has a lifetime warranty for all work done and if anything need fixed or addressed we can call and have service come out and fix it. There is a "shelf" put in between the wall and tub but this is not a shelf. It sits below the tub and collects water. The installers took less than half of the time it should have to install the tub and tried to leave the job unfinished. The calking was very hastily done (one of the sloppiest jobs I have seen). It was even on parts of the tub like the seat that I had to really scrub to get it off. A piece fell of the tub mid January 2024 and I called to have them come out and fix it and address the "shelf". They did not show up or call for the January 27th appointment. The next day on the 28th a service man called to let me know that they were 45 min out but I told him that the appointment was for the day before and no one was at home but at church. He said that the team was on the other side of ******** on the 27th. I have been calling every few days since then . I have been told I will receive a call within the next ***** hours and nothing. When customer service read the notes to me from the service men it said that the service men did call and show up but no one answered the call or the door, this was a lie, we were home on the 27th and I even gave them an extra hour before calling to let the company know that the service men were a no show. This tub cost $22,000 and is a necessity for my elderly parents. Please I need help resolving this expensive problem.

  

  Business Response

  Date: 02/17/2024

  We apologize for the delay in completing this service call and any inconvenience incurred because of the delay. It is our goal to have all service issues resolved for this customer in the very near future. 

• Initial Complaint

  Date:01/12/2024

  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.

  My walk-in tub flooded my bathroom causing damage to my walls, kitchen ceiling and my son's room.

  

  Business Response

  Date: 01/31/2024

  We apologize for the delay in resolving this claim. We have attempted to speak to the manager of the water mitigation company that had been retained to handle this claim. Unfortunately, those efforts have been unsuccessful. We have spoken to the customer to get more details on her claim. We will now be gathering estimates to resolve this claim as soon as possible.

  Customer Answer

  Date: 02/20/2024

  BBB,

  My name is ***********************, and my walk-in-tub complaint is still not resolved. I was contacted by someone from SafeStep on the 29th or 30th of January 2024, "vowing to take care of the issues". As of today, I have not heard anything else from anyone. My tub is fixed and currently does not leak but the damage from the tub leaking on 1 Sept 2023 has not been repaired. My kitchen ceiling has water damage from the water coming through the ceiling and dripping onto the kitchen floor. My son's room is next to the bathroom, there is damage to my son's carpet and his walls in his room. Also, a bookcase that was in my son's room was destroyed. Mold has grown in his carpet and walls from the flooding. My son is 9 yrs old and has special needs. Currently, I do not want him sleeping in his room because of the mold. I started talking to someone at SafeStep with my complaint on 1 September 2023 and last spoke to someone on the 29th or 30th of January 2024. I want my walls, carpet and the mold issue fixed as soon as possible. I am also a disabled veteran with limited mobility. If there is any more information that is needed, please contact me by phone ************** or email ********************** Thank you for any and all assistance for this problem.

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

   

  Customer Answer

  Date: 02/21/2024

  BBB,

  My name is ***********************, and my walk-in-tub complaint is still not resolved. I was contacted by someone from SafeStep on the 29th or 30th of January 2024, "vowing to take care of the issues". As of today, I have not heard anything else from anyone. My tub is fixed and currently does not leak but the damage from the tub leaking on 1 Sept 2023 has not been repaired. My kitchen ceiling has water damage from the water coming through the ceiling and dripping onto the kitchen floor. My son's room is next to the bathroom, there is damage to my son's carpet and his walls in his room. Also, a bookcase that was in my son's room was destroyed. Mold has grown in his carpet and walls from the flooding. My son is 9 yrs old and has special needs. Currently, I do not want him sleeping in his room because of the mold. I started talking to someone at SafeStep with my complaint on 1 September 2023 and last spoke to someone on the 29th or 30th of January 2024. I want my walls, carpet and the mold issue fixed as soon as possible. I am also a disabled veteran with limited mobility. If there is any more information that is needed, please contact me by phone ************** or email ********************** Thank you for any and all assistance for this problem.

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

  

  Business Response

  Date: 03/04/2024

  We have spoken to ************** and apologized for the delay in concluding her water mitigation claim. We are waiting on an estimate and hope to expedite closure once the estimate is obtained. 

  Customer Answer

  Date: 03/05/2024

  Thank you for all your assistance. SafeStep has contacted me and instructed me to get estimates from restoration companies. Decide which company that I choose and send them the paperwork for repair. I have taken pictures of the damage and sent them to SafeStep. So far only one company has responded to my request, ***********************. I'm waiting on the report. Thank you again for all your help and support.

   

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

• Initial Complaint

  Date:01/10/2024

  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.

  I purchased a Safe Step Walk-In tub on 9.28.23 (Contract #*****) through salesman ********************* *************). It was installed on 10.10.23 by ********************* of ****************************** (Customer #*******. The installer (****) came back in October to adjust the door, as I could not close it. As a result, the tub door now leaks. I believe the installer may have shaved too much off a small plastic part to close the door, which might be the cause of the leak. However, the company had a new door shipped directly to me, which was received on 11.22.23. After contacting the ****************** at ************** on 11.27.23, 12.5.23, 12.11.23, and 12.19.23, each time speaking with ****** and being promised that the installer (***) would call to set up a date/time to replace the door, the installer never called. After trying a final time to call the ***** number on 12.21.23, I received a call-back from ************** and spoke to ****, who said she could not locate my information (searched by name, address, phone) in the computer, and even asked me if the tub said "Safe Step" on it. (Really? I have been nothing but patient and nice, and I do not deserve that). After being cut off, I called back and spoke to ****, who assured me that that a supervisor was being informed, and they would call me that day or the next; however, they didn't call either. I am not calling them again; I just want my tub fixed so I can use it. Thank you.

  

  Business Response

  Date: 01/12/2024

  We apologize for the delay in completing this service call and any inconvenience the customer experienced because of this delay. We have contacted the customer and scheduled a service call for today. We hope to have all service issues completed today. We will follow up with the service technician upon completion of the work to ensure that everything is working properly.

  Customer Answer

  Date: 01/18/2024

  The SafeStep contractor, ***, installed the new door on 01.12.24 and ensured it does not leak. I am satisfied with this result. Thank you so very much!

  Customer Answer

  Date: 01/18/2024

  The SafeStep contractor, ***, installed the new door on 01.12.24 and ensured it does not leak. I am satisfied with this result. Thank you so very much!

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service 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.

  Installation of shower door was done properly causing cuts to my wife's arms and back.also door is out of line and does not close properly. We have been calling safe step since Installation on September 23 and have received no follow-up.

  

  Business Response

  Date: 12/18/2023

  We apologize to customer for the delay in completing this service call and for any inconvenience incurred because of the delay. We reassigned the service ticket to another technician and a service call was performed today. During the service call, it was determined that a part needed to be ordered. We will expedite to the extent possible the part ordering and final completion of the service call. We will also keep customer apprised of the progress of this completion.

• Initial Complaint

  Date:12/04/2023

  Type:Customer Service 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.

  ******** came to my house, gave us the pitch for a walk in tub. We handed him a $1000 check that has been cashed on 6 Nov. 2023. We were notified thru the mail that we were not appoved. Called about a refund, was told 7 to 10 days, called after that was told the person responsible for refunds quit, and it would take another 7 to 10 days. Today Dec. 1 they are still holding my $1000 deposit. No one ever answers a phone or calls me back.

  

  Business Response

  Date: 12/04/2023

  We apologize for the delay in returning the refund check for the down payment and any inconvenience incurred by customer because of this delay. The refund check was processed in November and we have spoken to customer to explain the timeline for return.

  Customer Answer

  Date: 12/07/2023

   
  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:11/20/2023

  Type:Customer Service 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 contacted safe step walk in tub over the past month approximately 4 to 5 times to have my tub repaired. The tub is not draining correctly, very slowly. I have yet to hear from their technician. I have had another company come out to make sure there is not a clog in our drain line and there was not and they suggested the tub be *************** step has stated to me that the tub cannot be repaired unless it is their own technician or the warranty is voided. I have contacted safe step over the past month without a call back from their technician to get the tub fixed. I am hoping to have my tub repaired in a timely manner.

  

  Business Response

  Date: 11/21/2023

  We have contacted customer and scheduled a service call to address their concerns. We apologize for the delay incurred in scheduling the service visit.

• Initial Complaint

  Date:10/30/2023

  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 October 19 a SafeStep sales person came to my home to go over options of turning my tub to shower options and provide quotes. After a few hours I signed a contract to have work done although I wasnt 100 percent positive I liked the product. After thinking about it overnight I cancelled the contract which I was allowed to do as I had to notify the company by midnight on the third day which was October 23. The notice said that paperwork had to be postmarked before then . I sent cancellation notice in October 20th and it was received on Monday by noon. My deposit had already been deposited and Ive been waiting to get my ***** dollars refunded back which the cancellation notice clearly states will be given back when they receive notice of cancellation. Its been now 10 days and when I try any of the numbers I cannot speak to a live person. Online its also the same message that someone will call me back. I want to verify that they are working on getting my deposit back as soon as possible considering it took them 12 hours to cash my check. *** reached out to the sales person and he said it may take two weeks. I would just like to speak to someone there to find out when I can expect my deposit refund.

  

  Business Response

  Date: 11/02/2023

  Customer's refund has been processed and should be received in the near future. We encourage customer to contact us if there is a delay. We had not received any concerns from customer over the refund until we received this complaint.

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20792090
  
  I am rejecting this response because:
  It is now 2 and a half weeks and I have still not received my ***** dollars deposit. You say it was processed and that I will receive it sometime in the future. I expect to receive my refund deposit as soon as possible. My check was cashed within 24 hours. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/07/2023

  A picture of customer's refund check has been emailed to her.

• Initial Complaint

  Date:10/30/2023

  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 people they originally contracted to build the shelves around the tub, made it very poorly I called and they said don't worry it is under warranty. Had ****** call me and request pictures. I sent them and he came to my house to look at everything. He said yes that it needed repaired. He sent the pictures to the original ones who did it and that person quit. So he told me that he had another customer in Nebraska, so he would try and get us on the same day. So we set a date but then the gentleman in Nebraska couldn't do it so he cancelled on me as well. He asked if the Friday would be okay but I told him no, maybe next Friday. Then I heard nothing from them until I texted on 10/7. He told me that he would get with me for scheduling on Monday. Monday passed and didn't hear anything again. On 10/12/23 I told him husband said to contact them with their last chance. The guy told me that someone out of ****** was supposed to be doing it now. I told him that they haven't contacted me. He said he was going to call them and have them to call me. Still haven't heard from anyone. This has been going on since August 2023

  

  Business Response

  Date: 10/31/2023

  We apologize for the delay in completing this service and any inconvenience incurred by Customer because of this delay. We have spoken to Customer and scheduled a service call to resolve all outstanding issues.

  Customer Answer

  Date: 11/06/2023

  I would like a little more time to respond to this message as they were doing the same thing before.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20782132
  
  I am rejecting this response because:they set up an appointment for November 9th 2023 @ 8 am. Nobody called me and they did not show for the appointment. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/22/2023

  Because of a miscommunication, a service technician was not scheduled for the initial service call. We apologize for any inconvenience incurred as a result of this missed appointment. We have rescheduled the appointment with the customer and hope to have all issues resolved at that time.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20782132
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/12/2023

  I am tired of asking them repeatedly to fix it. The new guys came in after they lied to me finally but it is loose and I don't want any more excuses!

  

  Business Response

  Date: 12/31/2023

  We were surprised to receive this follow up message as everything was working when the service call was completed. We are not sure what customer is referring to when she states that something is loose. We will speak to her and then take the appropriate follow up actions.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 20782132
  
  I am rejecting this response because: They have never called me back and the trim is loose. Just close it because I really am not interested in them trying to fix it again.

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

• Initial Complaint

  Date:10/19/2023

  Type:Sales and Advertising 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.

  ********* tub continues to send me JUNK Mail and I asked them to remove me from mailing list but they continue to send me junk mail

  

  Business Response

  Date: 10/19/2023

  We will remove customer from all mailing lists. While it is possible that mail could be received before this process is complete, customer will be placed on a do not mail list immediately.

• Initial Complaint

  Date:10/19/2023

  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.

  We purchased a Safestep walkin tub and shower combination on August 15, 2023. The price after discounts was $22,899.00. We were never told that we might have to buy a new hot water heater. There is no showroom in MI. I ask if I could bathe my dogs in it and she said, "Yes, you'll have plenty of room." I hardly have room for me because the door opens to the inside so you have to squeeze your legs to the side to open the door before you can get out. Once installed the drain won't close and it will only fill up the tub over your feet when the water turns cold. Both myself and my husband wanted it for our legs and knees. I need knee surgery and he has stents in his. We haven't been able to use it. I have called 4 times now and our sales lady called last Friday and said someone would call us ASAP. Never happen. I am so disappointed with this tub and their service. I was hoping they would respond to you. It's a lot of money for something that doesn't do what we were told it would do. I have red spots all over my arms. I was told that the micro smooth therapy would get rid of them. I was skeptical and for a good reason. It does nothing. When the water turns cold I just stand up and take a shower. The water is very hot coming out of the shower so something has to be wrong with the faucet hookup to turn cold so quickly. Not happy with the largest investment we have ever made to our home.

  

  Business Response

  Date: 10/27/2023

  We have performed a service call and addressed all service-related issues. We also spoke to the customer today to confirm that the issues were resolved. Regarding the hot water heater, our contract does address in three places that it is the customer's responsibility to provide adequate hot water and customer did initial that she understood that this was her responsibility. We stand ready to address any possible future service concerns once we receive payment for the walk-in tub.

  Customer Answer

  Date: 10/31/2023

   
  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,
  
  *************************