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

  
• 

  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:09/20/2023

  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.

  Shower installation began in a timely manner but took 4 days to complete and I was promised it would take 1 day. Then upon inspection , the safety grab bars are too high, the contractor left a 3/4 gap between the edge of the shower and the floor tile, the laminate they installed has a 6 portion that is not glued down, they removed old baseboard trim to install the shower insert but didnt replace trim.On 12 September 2023, I called Safe Steps ************************* area manager, to report these issues and she stated, This is not how we do things, I will bring it ** in our meeting today. I did not hear anything so I called back on 14 September 2023 when ***** said she didnt bring it ** in the meeting because she didnt receive any pictures. I emailed them the photos of these issues evening on 12 September 2023 and resent them by email on 14 September 2023.Most of the time when I call ****** direct line, it rolls into voicemail and she doesnt return my calls.

  

  Business Response

  Date: 09/25/2023

  We apologize for any delay experienced by customer as we address her service issues. We have issued a new service ticket and have contacted customer in an attempt to schedule the visit. Customer is not available at this time so we hope to complete the service visit as soon as she is available. 

• Initial Complaint

  Date:09/11/2023

  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.

  On 1/27/2023 I paid a $2k deposit and on 2/17/2023 the Safe Step Walk-in Tub was installed and I paid the balance of $18,964.We have used the bathtub approximately 2 to 3 times a week since installation with no issues. On Saturday, August 19, we turned on the bathtub and before it was filled with water, the tub lost all power and I tried to troubleshoot according to the information I was given on the day of installation. On Monday, August 21, I called to report the problem and a Service Technician came on Thursday, August 24. After 3 hours, he was unable to diagnose/resolve the problem. The Service Technician completed a Return Work Order before he left my house and I signed it. On Tuesday morning, August 29, I called to find out when I should expect someone to come and fix the tub. The lady who answered the phone confirmed everything I told her and she assured me that someone would call me back asap. On Thursday morning, August 31, I called again because I had not received a call back. This time the lady on the phone told me that the Return Work Order had not been submitted until Monday, August 28th and it takes 5 business days for a Service Technician to call and schedule a visit. I told her that was unacceptable for a return service call and that I paid had paid too much money for a tub that worked only 6 months. I told her that at this point, my complaint should be escalated to a manager and I wanted a call back that day because I have received no proactive communication related to the return service call and it had been a week since the Technician was at my house but unable to resolve the problem. I still have not received any communication from this company as to when they intend to come back. I now have no confidence in their warranty or their Technicians and want to call my own electrician and have Safe Step pay the bill.

  

  Business Response

  Date: 09/21/2023

  We are pleased to report that the service call was completed last Friday and all issues were resolved. We would encourage the customer to contact us immediately if any further concerns arise. We hope that she continues to enjoy her walk-in tub for many years to come.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20558407
  
  I am rejecting this response because:

  What the business states is correct and the young man who came to address the issue was very polite and seemed knowledgeable.  He replaced the **** outlet and all appeared well when he left.  However, after using to tub twice, the **** outlet is now tripping the breaker.  I need another service call to determine the root cause of the issue and fix it once and for all.  This process has been very frustrating.
  
  Sincerely,
  
  Jan Camp

  

  Business Response

  Date: 10/15/2023

  We are disappointed to hear that this customer continues to have a problem with her **** breaker. On our September 20th service visit, we replaced the **** breaker and confirmed that everything was working properly before we left the residence. We have issued another service ticket to address this issue. We apologize for any inconvenience incurred because of this issue. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20558407
  
  I am rejecting this response because:  as of yesterday, October 23, 2023, it has been two weeks since I called Safe Step and notified them that the newly installed GFCI outlet is tripping the breaker AND since tripping the breaker the first time now only the ***** jet function and the "LIGHT"  function are working.   Two weeks and not even a return phone call.  

  The following bathtub functions are NOT WORKING:  "WATER" jets; "MICRO" jets; "DRAIN" function and the  "HEATER".  

  If the company does not call to schedule repair/replacement service within the next few days, I will be forced to take them to Small Claims Court to get my money back.  

  Sincerely,
  

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

  

  Business Response

  Date: 10/30/2023

  Our service technician will schedule a service visit with customer in the very near future to address their concerns.

  Customer Answer

  Date: 11/15/2023

  No, the Safe Step Walk-in Tub Company has not resolved this complaint.  Last Tuesday, November 7, 2023 another technician came to my house.  He determined that new bathtub parts are needed.  It is now, Wednesday, November 15, 2023 and I have not heard anything else from this Company.  They are the manufacturers and installers, there should not be a supply chain issue with obtaining parts.

  During the most recent contact with the company, it took 4 weeks from the time I notified the company that the new **** outlet is tripping the breaker before a technician contacted me to schedule a visit.  This is absolutely ridiculous and completely unacceptable.  ************ is a prime example of incompetence and failure to adequately respond to customer complaints.

  This complaint has been on-going for months now.  I originally called the company on August 21, 2023 to report that the bathtub had completely lost power and I could not reset the **** outlet.  It is approaching the 3 month **** and the issues have not been resolved or even really addressed because no one has taken the time to find the root cause of the problem.  It takes weeks to hear back from this company, even when it is an on-going issue.

   

  Customer Answer

  Date: 11/16/2023

  No, the Safe Step Walk-in Tub Company has not resolved this complaint.  Last Tuesday, November 7, 2023 another technician came to my house.  He determined that new bathtub parts are needed.  It is now, Wednesday, November 15, 2023 and I have not heard anything else from this Company.  They are the manufacturers and installers, there should not be a supply chain issue with obtaining parts.

  During the most recent contact with the company, it took 4 weeks from the time I notified the company that the new **** outlet is tripping the breaker before a technician contacted me to schedule a visit.  This is absolutely ridiculous and completely unacceptable.  ************ is a prime example of incompetence and failure to adequately respond to customer complaints.

  This complaint has been on-going for months now.  I originally called the company on August 21, 2023 to report that the bathtub had completely lost power and I could not reset the **** outlet.  It is approaching the 3 month **** and the issues have not been resolved or even really addressed because no one has taken the time to find the root cause of the problem.  It takes weeks to hear back from this company, even when it is an on-going issue.

  

  Business Response

  Date: 11/16/2023

  A part was required to be ordered to complete the service. The part has been received and the service call is scheduled for next Monday.

• Initial Complaint

  Date:09/05/2023

  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.

  On 6/15/23 I had a Safe Step Tub installed in my condo. Tub would not fit in bathroom unless the entire door frame was removed. The Salesman ***************************** assured me no damage would be done to frame and it would look EXACTLY like it did once they put all the frame work back up. It does not look at all like it did before it was removed. I would have never installed tub had I know it was going to be done shoddy. There are also several gashes in my bathroom floor and toilet seat. I responded to an e-mail and made at least six phone calls to Safe Step re: my disappointment and my unhappiness at how door frame was reinstalled. None of the wood is lined up correctly, the frame is not up against the drywall and the top of the frame is not even attached to the drywall. Someone named **** was supposed to come out on 8/22/03 to address/fix issue and was a "NO SHOW". I want my door frame fixed to its original state before it was removed. That *** require replacing some of the wood that was hacked up with a razor blade! Door does not open and close smoothly; it sticks because nothing is lined up correctly.

  

  Business Response

  Date: 09/13/2023

  We are pleased to report that a service tech visited customer's house this week to inspect the door. While the service tech did not see damage to the door, out of customer goodwill, he will return to replace the door. We apologize for any inconvenience experienced by customer as we addressed these concerns. 

• Initial Complaint

  Date:08/30/2023

  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.

  feb 2023 started having issues loc in march was told and rep did come to adjust door end march door not working they decided needed new work rep came adjusted and said *** cracked and needed replacing in ***** was told part ordered in may jun july was told over and over part ordered from some company on aug came by took side off an took pictures on aug 17 came and glued crack in *** Aafjusted dooron aug18 returned to be sure glue dried door still stiff told to wait days to use i waited and door would not open at all returned on aug 24 says thinks front door ******************* be bad and would get with plant king *** door and opening and get me on mon28 no one contact me on 8/28 i call on 8/29 was promised try to get someone to contact me today they did send me check on last week of 350 as sign of goodwill not settlement i want *** fixed or removed and replaced or money refundd

  

  Business Response

  Date: 09/05/2023

  We have spoken to the customer and currently have a plan in place to address his concerns. If the current plan is not viable, we will continue to work with customer to find an acceptable solution. We apologize for the inconvenience incurred by him as we attempted to remedy his issues.

  Customer Answer

  Date: 09/21/2023

   
  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:08/30/2023

  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.

  The cold water has been leaking for at least a year now. A repair main has been sent out twice. First, he replaced the cartridge or stem or whatever it was and it slowed the leak down to negligible, but it started up again. Then when the same guy came out again he replaced a spring he said. The same thing happened and the leak starts and increases in volume over time. I don't know what is wrong with the cold water valve, I only know it is cold water that is always leaking. I call almost weekly to try and get someone back out here and the people who answer the phone keep saying that I did not want the same guy out and I keep telling them I don't care who does it, just get it done! I'm going to be fair and state that the last initial call to them was around July 2nd or 3rd I think. And this is August 25th. Each time I am told that someone will call or text and no one ever does. I need this fixed because it is part of the contract that they are lifetime guaranteed/maintenance. It is not my fault if the guy that comes out does not seem to know what is wrong right off. I could speak of the water usage as well.

  Customer Answer

  Date: 08/31/2023

  ************* company sent out a repair man and he fixed the leak. It was actually the hot water side that was leaking evidently, and he replaced the cartridge, spring and the other thing all at once and that seems to have done the trick. Thank you.

• Initial Complaint

  Date:08/30/2023

  Type:Delivery 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 purchased a Safe Step Walk in Tub 1 1/2 drain kit for $105.00 on August 11, 2023. My confirmation number is: INPD2Q9XNS. I have reached out to Safe Step on more than one occasion in an attempt to locate the part. Today I was told that the part is on back order indefinitely. That is both shocking and appalling. The reason that our family went with Safe Step is because a key selling point is, unlike their competitors, they are manufactured in the *** which means there would be no challenges to getting parts should something go wrong. My mother is 88 years old, and she cannot use her walk-in tub. This creates a huge inconvenience for her and the family members who chipped in to buy this tub. Either Safe Step needs to locate another part or exchange the tub and complete the installation free of charge. This is truly unacceptable and borderline elderly abuse. Should something happen to my mother trying to take a shower in a regular tub we will have a different type of problem. This appears to be a bait and switch and they are not operating with any sense of urgency to get this matter resolved. We all sat and heard this presentation years ago and it was a huge investment. I am very disappointed with how my mothers needs have fallen on deaf ears.

  

  Business Response

  Date: 09/05/2023

  We were sorry to learn that the part needed for customers 2013 walk-in tub was on back order. Unfortunately, we have no control over how quickly the parts manufacturer will produce this part. We are pleased that customer has enjoyed the walk-in tub for ten years and hope that she continues to enjoy it once the part is received. We apologize for any inconvenience incurred because of the delay.

• Initial Complaint

  Date:08/21/2023

  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.

  Walk in Tub was installed in 2019. Crack occurred in shower wall in 2020. Work order cancelled due to covid shutdown.Plumbing fixtures were not attached, as there is no wall behind the shower. Contractor that did the install did not do a proper job, Plumbing fixtures have been leaking since installation, causing the floor under the shower to rot and mold. Contacted Safe Step in July 2023 when I noticed ants coming out from under the plate for the shower handle. There is a space between the handle plate and the shower wall. They sent out techs to inspect the issue. Techs reported the "piss poor" improper installation, floor and wall behind shower rotted and molded. Safe Step said they will not honor their life time warranty, I would need to go through my homeowners. They are willing to remove the damaged shower, have homeowners do the repairs, Safe Step would replace the damaged shower and plumbing fixtures.

  

  Business Response

  Date: 09/05/2023

  We were sorry to hear that ************** is experiencing water damage that she relates to 2020. Here, a service ticket was issued in 2020 for Ms. ****** concerns. **************, however, cancelled the service ticket and informed us that she would caulk the area of concern. For this water damage claim, we have requested that ************** contact her homeowners insurance company and we will review any possible subrogation claims filed by the insurer. Regarding the acrylic shower walls, we are willing to replace them but it would be advisable for this work to be performed after the water mitigation. If customer needs a new shower pan, we will install a new pan as well.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20491617
  
  I am rejecting this response because:  The damage was due to poor installation from Safe Step contractor.  Safe Step should be totally responsible for repairing the damage as well as replacing the shower wall, plumbing fixtures, and pan.  A wall also needs to be installed behind the shower wall, where the plumbing fixtures are attached.  
  
  ********************************************

  

  Business Response

  Date: 09/20/2023

  Once again, we are requesting that customer submit any water mitigation claims to her insurer and we will evaluate any possible subrogation claims. The installation here was in May, 2019, over 4 years ago. The service ticket was cancelled in 2020 by customer. We are willing to replace the walls and shower pan but it would be preferrable to have this work performed after any water mitigation work is completed.

• Initial Complaint

  Date:08/09/2023

  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.

  Had consultation and paid almost $4000 down payment. Waited the 14 weeks for shower pan to be made. It was the wrong pan. Thought new pan was ordered. Waited another 14 weeks and contacted them. The second pan was never ordered. Waited again and now its been 8 months and still dont have a shower and cant get anybody on the phone.

  

  Business Response

  Date: 08/21/2023

  We apologize to customer for the delays we have encountered with this installation. Initially, a site survey was ordered over concerns with the installation. The site survey confirmed the presence of an I beam which required changes to be made to the shower pan size. We discussed with customer whether it would be best to switch to a walk-in tub or have the walk-in shower installed in another bathroom. Customer requested that we move forward with the walk-in shower in the original bathroom. Consequently, a custom size shower pan was ordered.An inconvenience discount was also given to the customer at that point.
  

  Unfortunately, an error was made in the construction of the shower pan so we were required to order another custom pan. We have reordered the custom shower pan and will install it once it arrives.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20417895
  
  I am rejecting this response because:

  
  Safe step had told me a couple of times that they ordered the pan with no results. Also I have no idea how long this will take. Not another 14 weeks. 
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 09/19/2023

  We are currently working with our installer to obtain available installation dates and will contact customer once those dates are obtained. We will have that information within the next ***** hours.

  Customer Answer

  Date: 09/20/2023

  I will be satisfied when they install the shower. I have reasons to not believe their word until they finish the job. Thats when I will sign off of this job.

• Initial Complaint

  Date:07/26/2023

  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 tub keeps tripping the circuit breaker in the main panel. Water was running down the panel on the tub and and onto the floor and rotted the ceiling downstairs. Some of *************** said there was nothing wrong, others said it was installed wrong, and the motor needed to be replaced. The next one said that the motor was not the problem and tightened up something. No one seems to be able to solve the problem. I would like a replacement or my money back.

  

  Business Response

  Date: 07/28/2023

  We were sorry to learn that customer is having an issue with her GFCI tripping when she uses her walk-in tub. We did have a service technician at her residence this month to review this issue. It was determined that a new master bath control was needed and an order was placed for this part. Upon receipt, we will complete the service call in an expeditious manner.We encourage the customer to immediately contact us if there are any additional issues after the service call is completed.
  
  Regarding water damage, this occurred in 2022. Customer was compensated for her damages and a Release was signed by the customer. We look forward to resolving customers remaining issue in the very near future.
  

• Initial Complaint

  Date:07/11/2023

  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.

  I called ************* company *********, **, I told them I can't use their $25,000.00 tub because it has dirt in the water when trying to fill the tub. I was told by the company that they will only come out and check it out but I will have to guarantee that I will pay $289.00 an hour for them to come out and look at the tub. They told me unless I guarantee I will pay the $289.00 per hour they will not send anyone out. They told me that it is my water systems fault that there is dirt in the water. I told them in that bathroom with the $25,000.00 tub and even the two other bathrooms *********, toilets, tubs and showers, none of them have sand in the water. In the bathroom with the Safe Step Tub the shower, sink toilet does not have sand/dirt in the water. I also told them that a $25,000.00 tub should last longer than 1 1/2 to 2 years. They then said that I would have to agree to pay the $289.00 per hour before they would send someone out. I pointed out that their salesperson told me that I had a lifetime guarantee on the tub. Then they told me that the lifetime guarantee does not apply in this situation,

  

  Business Response

  Date: 07/21/2023

  We were sorry to hear that customer had a complaint after speaking to our service department. It does appear that there may have been a misunderstanding so we are happy to address the complaint and service issue. We will also point out that customer may be confusing our walk-in tub with another purchase as her walk-in tub did not cost what she stated in her complaint.
  
  We received a call on July 10th that there was sand or dirt coming into the tub, which was installed in May, 2021. We were pleased to review that there have been no service requests for the first two years of use. Here, the service department informed customer that we could perform a service call and if the problem was related to the walk-in tub, there would be no charge for the service call. If it was determined that the issue was not related to the walk-in tub, then an hourly labor charge of $179.00 would apply.Customer at that point refused to pay the labor charge if it was determined that the problem was not related to the tub.
  
  Out of customer goodwill, we will proceed to issue a service ticket and will waive the labor charge even if the problem is not related to the walk-in tub. We hope that customer continues to enjoy her use of the tub for many years to come.