Complaints

This profile includes complaints for Safety Tubs Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safety Tubs Company, LLC

  902 W Carrier Pkwy Grand Prairie, TX 75050-1101

  
• 

  Safety Tubs Company, LLC

  1 Centennial Ave Piscataway, NJ 08854

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:06/15/2025

  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.

  I Johnnie Brooks did notify Raymond Melani on May 24, 2025 and not May 30, 2025. However, Raymond still stated that no money would be taken from my account until the job was complete. My paperwork shows -$1000.00 for a down payment but the company preceded to take $2000.00 out of my account without my knowledge. Again, I did state to Raymond that I would put $2000.00 down but he reassured me that no money was needed until the job was complete and that’s what I expected. Not one time does the contract state $2000.00. No work was ever started and During several phone calls from my son Jonathan Brooks, Raymond continued to reassure us that the money would be returned to my account although it may take a little longer because the company services so many people. I am requesting that my $2000.00 be refunded to my account because no work has ever been started and I canceled my contract in a timely manner. There is no reason that someone should take advantage of elderly veterans by taking their money, not starting their work, and promising to refund money that has never been done. Thanks.esting that my funds of $2000.00 be refunded back into my account immediately. Thanks so much for your time and consideration to this matter.

  Business Response

  Date: 06/18/2025

  We regret that we are unable to assist Mr. Brooks with his accessible bathing needs. Nor would we wish for someone to buy from us installed products they do not want or need. However, the agreement requires cancellation notification to occur within or no later than the date noted (24th) in the agreement and the customer did not notify us until the 30th.

  Customer Answer

  Date: 06/18/2025

  I Johnnie Brooks did notify Raymond Melani on May 24, 2025 and not May 30, 2025. However, Raymond still stated that no money would be taken from my account until the job was complete. My paperwork shows -$1000.00 for a down payment but the company preceded to take $2000.00 out of my account without my knowledge. Again, I did state to Raymond that I would put $2000.00 down but he reassured me that no money was needed until the job was complete and that’s what I expected. Not one time does the contract state $2000.00. No work was ever started and During several phone calls from my son Jonathan Brooks, Raymond continued to reassure us that the money would be returned to my account although it may take a little longer because the company services so many people. I am requesting that my $2000.00 be refunded to my account because no work has ever been started and I canceled my contract in a timely manner. There is no reason that someone should take advantage of elderly veterans by taking their money, not starting their work, and promising to refund money that has never been done. Thanks.

  Business Response

  Date: 07/08/2025

  We apologize if there has been any confusion. The remodeling agreement(s) provides dates and instructions specific to how to cancel the purchase. Additionally the remodeling agreements signed by the customer provide the original purchase price, the down payment(s) and balance due. The customers request is under review by ********************** leadership. 

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a walk-in **** on 5/9/22 for $20,339, which is under their warranty for after-installation issues. The week of 4/23/25, I called American Standard ***************) after noticing the tub was draining water directly below the tub to the basement. They ordered the parts needed, which arrived at my house, and set up service for 4/30/25 between 2-4 pm. The service tech called around 7 pm on 4/30/25 and said they wouldn't arrive until 8:40 that evening. Had discussed with the service tech, instead of having him arrive so late to work on the walk-in ****, I would reschedule. I had called the next day, 5/1/25, and was told a service tech would call me to reschedule. I have been calling approximately every other day since, and consistently have been told the same thing. It is now 5/14/25 and still have been unable to use the walk-in **** and no service tech has called to reschedule the repair needed.

  Business Response

  Date: 05/30/2025

  We apologize for the delays. You issues have been escalated to customer service manager for immediate follow up. Thank you for sharing your experience. 

• Initial Complaint

  Date:05/02/2025

  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.

  5/6/2025

  The company did send a text message stating "parts have been ordered for our service ticket, for us to allow 3-5 business days for shipping. A technician will contact us to schedule a visit when tracking is available".  

  Business Response

  Date: 05/02/2025

  We regret that we have not met our customers expectations. We have been in touch with our customer. The product installed is the product ordered. However, based on photos provided and information provided the claim has been escalated to sales management. Please expect a response by May 6th. 

• Initial Complaint

  Date:04/28/2025

  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.

  On 01/07/2025, a Design Consultant **** ****** representing american standard home services, came to my resident regarding home services. I was asking for a quote on a shower replacement in my home. I agreed to the terms of the contract that stipulated I would get the repairs done. Mr. ****** wrote up the contract. Mr. ****** said he needed a deposit of $1,000 to began the repairs. I provided Mr. ****** with a check. He gave me his business card with his address of **************************************************************. He told me that I would be contacted for the repairs. After waiting for several weeks, I did not hear from American Standard. I called the phone number provided on the contract I signed. The address was *************************************************** phone number ************. I called the number provided at least once every few weeks to obtain an installation date. I was told by "*****" that they were working on ***** the mean time, I researched the address and phone number on the contract I agreed to. ****************************************************************************************. I discovered the address and phone number belonged to a company called Safety Tubs Company, LLC, I continued calling that phone number and business, continually for several months and got the same old story. Today is April 28, 2025, and they have not contacted me for repairs. I am worried that this business is a scam.On the top left of the contract I signed with Mr. ******* clearly states American Standard Home Services with an address of **************************************************************************************. The same address of Safety Tubs Company. phone ************. I have called repeatedly for the reason why my installation is taking so long. I want my money back if they are not going to install my shower. It has been nearly five months.

  Business Response

  Date: 04/30/2025

  We regret that we have not met your expectations. It is our goal to provide you a completed project as quickly as possible. Regrettably we have  not progressed quickly due to permit requirements. Permitting is not an element of the process that we can control. 

  Safety Tubs Company, LLC dba American Standard Home Services, is a wholly owned subsidiary of America Standard Brands. Safety Tubs is licensed by the State of California. 

  The agreement signed by you includes the name of the name of the business you are buying from (just above your signature) and our contact information and license #. 

  A ********************** representative with call you to discuss further. 

   

   

• Initial Complaint

  Date:04/07/2025

  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 am rejecting this response because:   They they they are in communication, but the deadline to respond to my attorney's demand letter was April 25 (one week ago) and it's now another week and my attorney emailed me this morning saying they have not responded to her.

  This run around is just like what happened a few months ago after the initial demand letter in which their representative ****** ****** "ghosted" my attorney by going silent and not responding to her emails or attempts to continue contact. Once again, they have gone silent.

  Strangely, this feels remarkably similar--where American standard/Lilix says they'll respond but don't, not even a request for an extension of time to respond. 

  By their own admission (see text thread submitted initially), a defective part they installed caused catastrophic damage and brought me into a lawsuit for an issue I'd be cleared of beforehand.

  I would respectfully request an update to my attorneys and an assurance this is not being ignored as with a couple months ago.

   

   

  Business Response

  Date: 04/25/2025

  We have been in contact with Mr. ***** and his representative. We are reviewing the claim and the evidence provided. We hope to reach the appropriate resolution at the earliest possible opportunity. 

  Business Response

  Date: 05/02/2025

  Due to the nature of the complaint, and the material provided the claim is still in the discovery process with the legal department. We are committed to a thorough review and to follow up as soon as possible. 

  Customer Answer

  Date: 05/08/2025

  I am rejecting this response because:   My attorneys say they have heard nothing from Lilix since remitting demand letter. This is the second time they have been sent this information, once with employee ****** ****** "ghosted" them in February/March and now again with no response to my asking for an update or even to them. 
  If they need more time to examine the evidence, Lilix  (***** ******* or ****** ******) should express such to my attorneys, who represent me, or respond to their and my efforts to communicate. 

  Customer Answer

  Date: 06/23/2025

  From: ******* ***** <**************************>
  Sent: Monday, June 23, 2025 3:13 AM
  To: BBB
  Subject: Re: BBB Complaint ******** ******* ***** vs Safety Tubs Company, LLC

  Hi,

  Thanks for getting back to me.

  The text messages are Safety Tub's contractor's admission it was a defective part the *** assessed me for. It has not gone to court, but I am attaching my attorney's demand letter to Safety Tubs outline the case--it's a pretty good summary.

  I don't want to go to litigation, but I fear Safety Tubs wants to ignore me until the statute of limitation expires. If they want to deny responsibility I wish they would tell me such so I can proceed with the lawsuit, but they have gone silent twice. Once from February and once again now in April. It's been anguishing.

  I would love to take advantage of mediation or arbiters. I spent tens of thousands of dollars due to Safety Tubs's defective part in which the *** blamed me for an ongoing leak, as the defective part created a leak in the same places as the year's long leak.

  I am also attaching the City of Oakland Notice of Violation, testifying the damage at the same time as the contractor admitted fault and showed the damage (Appendix 130), as well an email showing the shower water intrusion into the common area. which you can see here: 

  I want to handle this honestly and without complications, but I still want justice and Safety Tubs to take their responsibility. I'm happy to provide the invoices and litigation agreement with the *** if that would help qualify. Most of all, I want a response and not to be ignored so to know how best to proceed. 

  Best, 

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

• Initial Complaint

  Date:03/05/2025

  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.

  Installation of Tub 2/6/2025 completed at Midnight. The installers went above and beyond to finish the job however they did not check the tub could be filled with hot water. The next afternoon my mother, ***** went to take the first bath, however the hot water only filled to bottom seat line.I looked over all thru the brochures and contract - there is absolutely nothing informing the hot water capacity needed for these tubs. Nor was there any notation if a larger water tank than their 41g was needed.I called the Salesman, *** to try to understand this $21,944 tub purchase - and that it was now Feb. 25th and they still are NOT ABLE TO BATH!! My parents are 80 & 83, with the beginnings of Senior Senility. They had the understanding a tub would be installed and be usable in the next day. It has been 2 WEEKS and is becoming a HEALTH ISSUE. *** told me he looked at their 41 gallon water tank on sales call and would fill the tub.I called the only phone number ************, spoke w/ ** ******** who informed me it was a 60 g capacity tub AND that a 41 g or 30 g tank should be able to fill said tub. I explained this did not make sense in the math calculations and that there is nothing written on their contract or in the brochures that my parents would need a bigger tank. She began repeating a wrote response, not giving any sort of assistance to rectifying this now HEALTH ISSUE with a non working American Standard tub. This is Elderly Abuse,We immediately had the water tank serviced, replaced parts had a regulator installed to help the hot water flow, another $2000. This did not work. Questioned whether a hot water restricter was on tub.Left message w/ *** asking 3/4/25. 3/5/25 late replied to call service **** 3/5/25 spoke w/ ******* at service **** who told me "a 40 gallon water tank WOULD NOT BE ABLE TO FILL THE ***** Put on hold, returned repeating wrote response. I asked if American Standard would help rectify this situation, her reply "NO".1 Month=NOBath

  Business Response

  Date: 03/24/2025

  We deeply regret any misunderstanding. There are many factors that impact a water heater production. The complaint has been escalated to the appropriate leaders for follow up. 

• Initial Complaint

  Date:02/07/2025

  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 have been talking with **** ******** (2/11/25) who is taking a long time to call back with an answer from his superior, whom will decide what to do to resolve this situation. I explain to him what the seller told us. He asked whether we have  that in writing, we said we do have text messages. He ask them to be forwarded. We did (2/11/25). Since then, there has been 0 communications with us. We called him today (2/17). There was no answer. Attachments. Text messages forwarded to **** ********. eater was not sufficient for the water demand of her tub. I told them that I did not want her tub in that condition. In fact, if the salesman, installer or anyone else had told me from the beginning that I would need a larger water heater, I WOULD NOT HAVE made the tub purchase until I had a proper heater. Now the tub company is not answering my calls. I have sent them texts, voicemail messages and they have not returned my calls or anything. Fortunately for us, the credit company (Service Finance Company, LLC. A subsidiary of ******) has a claim on us (claim key: ********) and they say they will hold payment until the situation is resolved. **** DID NOT CLEARLY TELL US that we would need another water heater. It would have been a different matter if the credit had contemplated putting money in our hand to change the water heater. In that case, we would not have accepted the $500, because a new heater for that tub costs around $4000. We would ended not buying the bath tub.

  Business Response

  Date: 02/11/2025

  We regret that there was any misunderstand as to what the customer was signing with regards to the water heater. There are a number of factors that can impact the output of a water heater. Many are influenced or controlled by the homeowner. However, we understand your frustration and thank you for reaching out to us. Your comments have been provided to sales leadership for review and response. Please allow up to 3 business days for review. Thank you. 

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   

  There has not a way to solve the situation. They are consuming the time, not answering my calls and not giving appropriate options for us. Get the tub back.

  Business Response

  Date: 03/16/2025

  **************** has been informed that the customer has spoken with our regional sales manager and that the issue has been closed. 

  Customer Answer

  Date: 02/23/2025

  We requested a professional, licensed, plumber to evaluate our situation and advise us as to how to proceed on the search of an answer to our problem. He text us saying this:  "As a water heater gets older it has sediment build up, and it does not provide the full  gallons capacity . To full the walking tub you people have, your water heater has not enough water. This old water heater may be  more then 15 yrs old, so you need a new water heater to be able to fill the new walking tub properly; or better, I recommend a tank less water heater.
  Let me know if you understand this and would like to procede with the estimate you requested me. " He verbally mention to us that the cost of a tank less water heater would be approximately  $4000
  
  Mr. ********, from American Standard, mentioned to us, they're willing  to settle this problem by giving us $1000. On the light of the expert opinion from the plumber, we consider unacceptable such an offer. We insist they reverse the deal, since we both are retirees, consequently, we do not have enough money to get a new water heater, and their offer is not minimally enough to help us on that regard. The minimum amount we would consider fair from them would be $3000

  Customer Answer

  Date: 02/24/2025

  Proposal from the Plumbing Company.].

  I would like to appeal to some more thoughtful consideration from American Standard to my situation. All I wanted with this bathtub was to provide a relaxing experience with a hot bath, for the some of the voluntary workers from a Merced City Proyect of my Church. I opened my home to them, thinking that after this project concluded, I will enjoy myself if the convenience of this bath tub. However, I have not had the opportunity of this, due to the situation at hand. I was counting on having a series of people taking their bath after work every day. Now... I am stuck with this.  That is wy I would prefer for them to undue our deal if they can not help me with more money. As you can see, the cost of a water heater that would effectively does the job woukd be $4000

  Customer Answer

  Date: 03/07/2025

  We have been trying to resolve the situation with this business. We have been texting back and forth with Mr. ********** ********. They are not willing to come up with 50% of the cost of a new water heater. One that was suggested by a Plumbing Company, to definitively resolve the issue. Mr. ******** offered $1500 only. If we were to accept such amount, we still would have to come up with the difference, $2500  We do not have that money. We would have to qualify for another credit from an institution, which, we feel unable to afford. Under the present circumstances, we requested of them to remove the walking tub.

  We also have tried several times talking over the phone with ********, from the Credit Company seeing about this situation. She has tried calling us. Both parties had been able to only left audio messages.

  Customer Answer

  Date: 03/17/2025

  Last March 10th, at 9:45 ********, from the finance company called us over the phone. We explain, at last, the situation with the bath tubs company. We asked her weather we may proceed to cancel the transaction. She said only the bath tubs company could direct them to do so. We wanted to cancel, because we seemed not to be able to reach an agreement with such company. However, after having finished talking with her, Mr. ******** texted us, saying he was able to get authorization  to offering us  $2000 for  installing a new water heater. We considered that possibility. We were tired of the situation, consequently, we accepted that offer. Now we are expecting your check. We will keep the BBB posted when we receive such. Thank you for the support.

  Business Response

  Date: 03/26/2025

  The check shows processed. Its possible it was mailed on around the 21st. Accounts payable has been alerted to follow up. 

  Customer Answer

  Date: 03/28/2025

  We received a check for $2000 If it does not bounces, our complain will be closed.

  Thank you for your support

   

  Customer Answer

  Date: 04/18/2025

  Hi there!!!

  I wrote to you this morning saying that I had the cash in my hands, but I just received a letter from  my bank saying the check I cashed was returned to them unpaid. PLEASE, continue bearing with me, do not close the case. That Company cheated on me!!! HELP!!!

  Customer Answer

  Date: 04/18/2025

  I have the cash. Please close this case. Thank you for your help.

  Customer Answer

  Date: 04/19/2025

  This is the letter the *************** sent us along with the copies of the unpaid check. They are asking me to, rightfully, return the money to them. Mr. **** ******** answered my text message from today on this regards, saying that he will check into it.

  Customer Answer

  Date: 04/19/2025

  Please do not close the case yet. See other communications from today

  Customer Answer

  Date: 04/23/2025

  Here is the letter from ***************, notyfieng us about the returned, unpaid check. Also, screen shots of the communication via text messages with **** ********, representative of Safety Tubs Company, LLC 

  Customer Answer

  Date: 04/28/2025

  I was not able to keep the communication going. That is, I was not able to log in and upload the receipt from *************** showing that we returned the money, as they requested. They waived the penalty fee. Here they are: [Attached]

   

  We do not like their games. We want them to make a direct deposit to our account in ***************. How do I access the  portal to say this there?

  Thank you very much.

  Customer Answer

  Date: 04/29/2025

  We had modified and signed the authorization form. Here is a copy. We can not compromise ourselves with the mentioned fees, indemnities, liabilities and costs, because we DO NOT HAVE MONEY. That is why we crossed out  the reference to them in this document. If the Bank considers that this disclosure would open a ********* box for them and their business partners, then they have the option of not sharing the info with anyone. As for us, we do not have any other interest  than facilitate the  alignment  of the Safety Tubs Company, LLC to accomplishing the word they gave us about the $2000.00 in dispute now.
  Thank you for your understanding. Sincerely.

  Customer Answer

  Date: 04/29/2025

  We had modified and signed the authorization form. Here is a copy. We can not compromise ourselves with the mentioned fees, indemnities, liabilities and costs, because we DO NOT HAVE MONEY. That is why we crossed out  the reference to them in this document. If the Bank considers that this disclosure would open a ********* box for them and their business partners, then they have the option of not sharing the info with anyone. As for us, we do not have any other interest  than facilitate the  alignment  of the Safety Tubs Company, LLC to accomplishing the word they gave us about the $2000.00 in dispute now.
  Thank you for your understanding. Sincerely.

  Business Response

  Date: 05/06/2025

  We have identified the issue and will be reaching out to the customer to discuss best method to address. If the customer is not available when we call we respectfully request that the customer return our call as quickly as is convenient. 

  Customer Answer

  Date: 05/13/2025

  We, by principle, do not answer to unknown phone numbers. Please kindly leave a voice message and we will be glad to return your call. Thank you.

  Business Response

  Date: 05/16/2025

  Thank you for the additional information. Safety Tubs/American Standard will allows leave a message provided that there is an opportunity (voice mail or answering machine) available with a call back #. However, customers may call us anytime during normal business hours @ ************.  

  Customer Answer

  Date: 05/24/2025

  We, by principle, do not answer to any unknown caller. Even less probable our answer is if they do not identify themselves on the calling number. We had enough of people tricking us, as this company has done. We gladly answer any communication if the caller ID is visible.

• Initial Complaint

  Date:12/20/2024

  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 am rejecting this response because:   Im not getting anyone to reach out to at all.

  At least if the contractor would get a hold of me I would know how much longer I would be without a shower. I dont want to wait another month.

  hower that I can use and the parts I paid for. I spent a lot of my hard earned money to get nothing. I want what I paid for. I will not recommend this company unless it's fixed to my satisfaction. they would feel the same way if it were them.

  Business Response

  Date: 12/23/2024

  Our objective is complete the project as contracted, correct any quality errors and if parts are non-functioning repair or replace. Regional install leadership and service are working to expedite the response. We apologize for the delays. 

  Business Response

  Date: 12/29/2024

  Management regrets the unusual delay and appreciates how frustrating this must be. When the offices open Monday, Dec 30th regional management will follow up. 

  Customer Answer

  Date: 12/30/2024

  I am rejecting this response because:   I was told Monday the Dec 30th there would be workers at my house to fix said problem. The lack of communication is horrible. I have things in my life to do as well. We have have another holiday coming up. So I need to know when this problem will be solved

  Customer Answer

  Date: 01/02/2025

  I have not been contacted since Jan 30 th  and I told no one will come out my way to fix this mess. Today is Jan 2nd and I have not heard from anyone reguarding my shower, What is going on.

  Customer Answer

  Date: 01/03/2025

  For the time it took losing out on work and putting the dog in the kennel,the parts I didnt get, the doors that dont work and the back piece of acrylic that is crooked and coming off the wall. I would like a refund of ***** so I can get it fixed properly.

  Customer Answer

  Date: 01/07/2025

  I took my first shower today in new shower and is little or hot water. Now what

  Business Response

  Date: 01/12/2025

  Your comments and requests will be shared with regional manager. Although the delay is not normal we do regret the inconvenience and are working with local service agents to rectify and address your service needs.  

  Customer Answer

  Date: 01/21/2025

  Well its the 21st of January and I havent heard anything new. The contractor is not getting a hold of me when they would. Either pay pay me half of what gave of make it happen Im loosing patience with your company its been another month and still I cant use this shower

  Customer Answer

  Date: 01/21/2025

  The contractor called me back and didnt know who  I even was, this is c*** if it takes longer than 2 weeks I will take you to court. So get it done.

  Customer Answer

  Date: 01/21/2025

  Im so mad that you took advantage of  older people and you have my money and I have nothing I can use. Thanks alot

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   I was contacted by a new contractor and he said he would be contacting me by Friday Jan 17. Ive been told before this to  nothing happens but we will see.

  Business Response

  Date: 01/26/2025

  Our repair contractor up-dated your records as having scheduled service with you for Monday the 27th. His assignment lists issues and material was ordered and shipped. However, if you wish to discuss your service needs further please do not hesitate to call us @ ************. 

  Customer Answer

  Date: 01/29/2025

  As long as you get ******* the parts to finish the last part of this project, things should be good, but again Ill wait.

  Customer Answer

  Date: 02/03/2025

  I have reviewed the business response and accept this resolution. 

  As long as you get ******* the parts to finish the last part of this project, things should be good, but again Ill wait.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a leak when using tub causing damage to ceiling below. I have repeatedly called for a repair person since 11/27/24. They say a repair installation person was assigned but no one calls or comes to fix it. Called 12/6, 12/11, 12/18. On 12/18 it went to voice message machine saying not available. The tub is guaranteed for life. Paid $19,158. In full. For this handicap bathtub.

  Business Response

  Date: 12/20/2024

  We sincerely regret the delay. We are on it. Your comments have been escalated to a manager for review and action. Your purchase is backed by a limited lifetime warranty. While we do not guarantee the product will not fail we do stand behind our warranty to repair or replace a defective product.