Home Smart Industries

I've worked there 2 years as installer and so glad I moved on!
It was an insult to my trade and lowered my standards to do business their way.overprice everything they offer.for what it's worth they aren't even very nice people to be around.its all about watching out for owner ,hide from him,kiss his you know what and push ever staffember to the breaking point...ethics there are phoney...and few... Beware Beware!

It has been a month since we have had our tub installed and so far we are very happy with it. Initially had a problem with the drain. The plunger closed before tub was empty. This was a little concerning as your sitting in a tub full of water and cannot open the door.
My husband called and was instructed how he could fix it or they would send someone out. After two adjustments, it is now working well. We could not be happier with the installation. It took a while for them to get to us, but they called with a date and were here promptly and the bathroom was done that day. It looks like it has always been there. We did not have to do a thing to our bathroom - Paint touch-up etc.
The installers were professional and informative.
Recently, we were camping and spent too long out on the kayak. My husband said "Lets go home so I can soak in the tub for my back"
We did and than returned the next day.

Our experience went smooth from the beginning, the salesman was informative and courteous. The installation team was very professional, arrived on time both days of the process. It took two days, Matt was very professional and I felt comfortable with him and Bruce. They wore masks and were very careful while in my home. Thus far I have enjoyed the tub and would recommend Home Smart and would highly recommend Matt & Bruce to install it.

I apologize that it has taken so long for our responseIt seems that all of our records, including the contact, are under the name, [redacted] As there was no phone number provided we cross referenced the address provided in the complaint we were able to match your complaint with you as our customer under the name [redacted] I apologize that your feel that the Safe Step WaBathtub that was installed in your home has defects and your home was damaged during the installation which took place on December 18, I also apologize that you feel that you have been getting the run around due to the time that it took for us to respond to your request for service, it is certainly not for it to take that long to get a technician to your home Our records indicate that your contract was signed on October 22, and that you had requested a December or January installation due to a surgeryOn December 10, our office contacted you and the installation was scheduled for December 17th & 18th On December 18, 2014, our work order completion and a separate completion paper were signed by Verna and Kenneth Norris, indicating your complete satisfaction with the installation of your new Safe Step WaBathtub It also appears that our technician completed your request for service on January 21, as you also signed the service ticket indicating your satisfaction I am unsure why you would continue to sign off on multiple documents indicating your satisfaction if you feel that the tub should be removed from your home and you should be refunded the entire amount you paid for the productAs a responsible, although not perfect contractor, we try very hard to make sure that we deliver quality products, installed in a professional manner, but it is not our practice to refund someone’s entire contract amount after we have fulfilled the terms of the contract entered into between our company and a customerWe utilize written contracts spelled out in detail, as well as ask all customers to sign off on their satisfaction when installations and service requests are completedI do not understand why you would have signed off on these completions if you were dissatisfied with the installation and service work completed I am including copies of the following documents along with this response; Copy of the contract dated 10-22- Copy of the Addendum to Contract dated 12-18- Copy of the signed Completion on the work order dated 12-18- Copy of the signed completion certificate dated 12-18- (includes the comments, “great job”) Copy of the signed Service Ticket dated 1-21-(Note this was signed after the date of this complaint so it should mean that your complaints have been satisfied) While we apologize that your service request was not completed in a timely manner, we do not feel that a refund is neither justified nor reasonableIf you have any future requests for service, we will make every effort to make sure they are completed in a timelier manner and I would strongly suggest that if you are not satisfied with the work being performed, that you refrain from signing off on any completion papers until you are actually satisfied with the repairs

It is unfortunate that we are still are confused about this however I don't know how much clearer we can beHad the plumbers repair bill stated that there was a leak fixed from the tub that was installed we would have gladly reimbursed youHowever the bill said nothing of any leaks being fixed but stated that it was the clogged sewer that was fixedClearly this repair bill does not indicate that any leaks were repaired on the tub that was installed by our companyI again provide another copy of the plumbers bill that was sent to usI apologize if the installer you spoke with that weekend did not express concern for your issues had you spoken to our customer service team we would have sent a technician out to inspect the issue and resolve itI cannot help the fact that the plumbers bill makes no mention of any leaks repaired on the tubYou provided us with this bill, which again clearly states that the problem was a clogged sewerI am sorry that we are not able to reimburse you for having your clogged sewer lines cleaned but that is not a responsibility of oursCleaning your sewer lines was not included in the contract and not something we can agree to pay for

Dec 2, My apologies for the delay in respondingEven though I was out of the office, my people had our technician out to the customer's home a number of times to resolve the issue, the final time which was just this past week should have the issue resolved once and for allAttached is the signed service ticket from that visit.Regards, Chuck CDirector of Operations

I am just seeing this message If it was not cancel why was the delivery never set up Why did he not explained about the contract over the phone when I clearly stated I was not home and did not have the contract in from of me and was there anything I needed to do It was cancel within three days by phone and his salesman, Bruce accepted that callMy phone records back up my call and I have witnesses I HAVE NOT SEEN ANY PROOF FROM HIS SIDE Is my only alternative is to take him to court My mother cannot afford to lose $1,due to his lack of integrity and honesty These companies that prey on the elderly need to be made accountable for their lack of communication Sincerely, [redacted]

Dec 2, 2015My apologies for the delay in respondingEven though I was out of the office, my people had our technician out to the customer's home a number of times to resolve the issue, the final time which was just this past week should have the issue resolved once and for allAttached is the signed service ticket from that visit.Regards,Chuck C.Director of Operations

To Whom it May Concern,We received your letter and have left several messages for your representatives in an attempt to respond to this complaintWe have been playing phone tag for several weeks.In response to Mr [redacted] 's complaint; Our installation manager, Mike C [redacted] spoke to Mr [redacted] on May 16, 2016, the day he contacted our company regarding the Safe Step Walkin Tub that was installed on May 13, in response to his concerns he hadHe told MrC [redacted] that he had experienced a leak and was forced to call a plumber out to fix the leakMrC [redacted] told Mr [redacted] to send him a copy of the bill and he would take a look at it.On May 23, 2016, we received a copy of the bill Mr [redacted] had paid to the plumber, who apparently was a family memberThe bill was reviewed and it was determined that based upon the repairs completed by the plumber, there was no leak actually repaired, as the work done was actually to unclog the customer's existing sewer line, I would imagine that when Mr [redacted] began draining his new walkin bathtub, which would be significantly larger than his prior fixture, it exposed the fact that his existing drain line and Sewer System was cloggedIt is not uncommon for homeowners to experience a difference when working with the larger walkin bathtubs for the first several times.Our Company takes pride in our work and stands behind the written warranties providedAs a dealer for Safe Step Walkin Tub Co, we provide warranty service on their product and provide every customer with the contact information for our offices so they can reach our Customer service department when incidents do occurHad Mr [redacted] contacted our company when he first discovered the problem we would have been happy to send out a technician to address his concernsUnfortunately in this case we were contacted after the fact and based upon the bill copy provided the problems corrected by the plumber were not a result of our installation and therefore not able to be reimbursed forA copy of the bill we received is included in this response.Should Mr [redacted] require any further service on the product installed by our Company we are more than happy to schedule a technician to visit his home and address any concerns he may have in the futureI apologize for the delay in responding.Regards,Chuck C [redacted] Director or Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: our plumbing system did not leak into our basement until after the tub was installed I did contact the company promptly after I discovered the leak The technician I talked to refused to come to look at the problem He stated that his work was fine and he had been in the construction business since he was and had seen everything so he was not going to come out to look at the problem Since we had to hire a plumber and I did report the leak promptly and the company refused to send a technician, we should be reimbursed Regards, [redacted]

My entire experience was not the best, however, the two workmen Ken and Vince were the best! Knowledgeable, friendly and efficient. Because of these two men my Home Smart experience turned out to be great when the job was finished. I love the Kohler product that was installed in my bathroom stall shower.

*** ***
We apologize that you felt that you had to reach out to
someone else in an effort to resolve your dissatisfaction with the Safe Step
WaTub that was installed in your home in March of this yearOur records
do indicate that a number of our representatives have spoken to you
since the
installation and it appears that we may not agree with the outcome of those conversations
We take our customer’s satisfaction very seriously and I apologize that you
have not achieved the results you desired in regards to your complaints
Our records indicate that our representative Chris S***
visited your home on April 17th to speak to you regarding your comfort
with the tub and the claims that you were “too big for the tub you had purchased.”
Chris took photographs during that visit so that he could provide feedback to his
manager regarding your call inI am including copies of those photographs
which show the size of the tub’s interior in relation to your sizeWhile no
photograph can illustrate a person’s comfort level, they do clearly show the
amount of space between your body and the interior of the tub
We recognize that not all customers understand that when purchasing
a wabathtub, they will be sitting on a seat verse laying down into a
standard tub one might stand it to take a showerWe try very hard to make this
difference obvious through including graphical elements in our marketing
materials and presentations that show users sitting upright inside the wa
tubI do not believe we made any representations that a person would have the
ability to “move around” inside the tub beyond the movements needed to bath
safely inside the tub
When Chris returned from his visit with you, he indicated that
you specifically had expressed a discomfort with the manner in which the tub’s
door handle was positioned in relation to your knee when sitting in the tubHe
suggested replacing the standard door handle with the newly developed smaller version
which had just become available from the factoryAt Chris’s suggestion we ordered
one of these new handles and had our field representative contact you to
arrange changing the tub’s door handle, at which time you informed him that you
did not want the handle and that you wanted the tub removed and to get your money
back Stating that the tub was not wide
enough for you to get into it
Your complaint also regards your claim that our representative
made statements to you regarding the ability of your existing hot water heater
to provide you with adequate hot waterWhen you signed the contract with our representative
on January 24, 2015, our representative, as part of our process, made the
specific point to explain and then have both you and your wife initial the
special statement on the contract that very clearly states that we nor our representatives
could make any such determination as to the ability of your existing hot water
heater to provide you with the amount of hot water for your satisfactionThe
statement is made in plain language and is BOLD font specifically to highlight
the significance of that factHe then had you and your wife initial it as he
also initialed it on page one of the contractAside from making our customer’s
aware that their existing hot water heaters made need to be upgraded after
replacing a standard bathtub or shower with a larger capacity wabathtub,
we do not make representations and can accept no responsibility for your need
to upgrade your hot water heater
Our company values our customer’s satisfaction and we ask
every customer to review their installed products carefully upon completion of
the installation to ensure their satisfaction with the product that is
installed in their homesWe provide professional installations and quality
products and we stand behind these products providing what we believe to be the
best warranty in the industryWe cannot however accept responsibility for the
performance of your existing hot water heater when we clearly informed you
prior to any work being done in your home that it might need to be upgradedFurthermore
we believe your claims to be “Too big for the tub” are exaggerated and not substantiated
by the photos taken by our representative
If you wish to have our representative come out and install
the newer smaller sized tub door handle we remain willing to do this for you at
no cost to you and would hope that we can resolve this matter but we cannot
agree to remove your tub and refund you the full amount of your contractYour
contract was completed on March 24, when you signed off on the completion
papers confirming your satisfaction with the installation of your Safe Step
WaBathtub

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

It is unfortunate that we cannot agree on the details of what has occurred regarding this matterMrK*** has reviewed the notes and other documentations regarding this matter and stands on his decision regarding this being a situation in which the actual notice of cancellation occurred outside of the day right to cancel We therefore will stand behind the terms of the contract.Our company has always operated with integrity and professionalism which is why we use written contracts that clearly detail the consumer's rights to cancel their contract as well as detail what actions need to be taken to protect their rights as a consumerWhile our rights under the terms of the contract provide our company with the ability to expect 30% of the total contract amount in cases of late cancellation we chose to accept a fraction of that amountThe notice of cancellation was signed at the time of sale documenting that you were well aware of what actions needed to be taken to cancel the contract, which was not done. I have attached a copy of the signed notice of cancellationAgain I am sorry that you disagree with the details that we have documented regarding this matter, but we stand behind our prior decision that this was a late cancellation

Mike and Roy & sales keith were wonderful;Installation was smooth and they cleaned up after it was done;Wonderful-Hopefully this will help with my arthritis in back and legs and neuropathy!Thanks-Chris P

Dec 2, 2015
My apologies for the delay in responding. Even though I was out of the office, my people had our technician out to the customer's home a number of times to resolve the issue, the final time which was just this past week should have the issue resolved once and for all. Attached...

is the signed service ticket from that visit.Regards,
Chuck C.
Director of Operations

I apologize that it has taken so long for our response. It
seems that all of our records, including the contact, are under the name, [redacted]. As there was no phone number provided we cross referenced the address
provided in the complaint we were able to match your complaint with you as...

our
customer under the name [redacted].
I apologize that your feel that the Safe Step Walk-in Bathtub
that was installed in your home has defects and your home was damaged during
the installation which took place on December 18, 2014. I also apologize that
you feel that you have been getting the run around due to the time that it took
for us to respond to your request for service, it is certainly not normal for
it to take  that long to get a technician
to your home.   
Our records indicate that your contract was signed on
October 22, 2014 and that you had requested a December or January installation
due to a surgery. On December 10, 2014 our office contacted you and the
installation was scheduled for December 17th & 18th.
On December 18, 2014, our work order completion and a separate completion paper
were signed by Verna and Kenneth Norris, indicating your complete satisfaction
with the installation of your new Safe Step Walk-in Bathtub.  It also appears that our technician completed
your request for service on January 21, 2015 as you also signed the service
ticket indicating your satisfaction.
I am unsure why you would continue to sign off on multiple documents
indicating your satisfaction if you feel that the tub should be removed from
your home and you should be refunded the entire amount you paid for the
product. As a responsible, although not perfect contractor, we try very hard to
make sure that we deliver quality products, installed in a professional manner,
but it is not our practice to refund someone’s entire contract amount after we
have fulfilled the terms of the contract entered into between our company and a
customer. We utilize written contracts spelled out in detail, as well as ask
all customers to sign off on their satisfaction when installations and service
requests are completed. I do not understand why you would have signed off on
these completions if you were dissatisfied with the installation and service
work completed.
 I am including copies
of the following documents along with this response;
Copy of the contract dated 10-22-14
Copy of the Addendum to Contract dated 12-18-14
Copy of the signed Completion on the work order dated
12-18-14
Copy of the signed completion certificate dated 12-18-14
(includes the comments, “great job”)
Copy of the signed Service Ticket dated 1-21-15 (Note this was signed after the date of this complaint so it should mean that your complaints have been satisfied)
While we apologize that your service request was not
completed in a timely manner, we do not feel that a refund is neither justified
nor reasonable. If you have any future requests for service, we will make every
effort to make sure they are completed in a timelier manner and I would
strongly suggest that if you are not satisfied with the work being performed,
that you refrain from signing off on any completion papers until you are
actually satisfied with the repairs.

I am just seeing this message.  If it was not cancel why was the delivery never set up.  Why did he not explained about the contract over the phone when I clearly stated I was not home and  did not have the contract in from of me and was there anything I needed to do.  It was cancel within three days by phone and his salesman, Bruce  accepted that call. My phone records back up my call and I have witnesses.  I HAVE NOT SEEN ANY PROOF FROM HIS SIDE.  Is my only alternative  is to take him to court.  My mother cannot afford to lose $1,000.00 due to his lack of integrity and honesty.  These companies that prey on the elderly need to be made accountable for their lack of communication.  Sincerely, [redacted]

[redacted]
We apologize that you felt that you had to reach out to
someone else in an effort to resolve your dissatisfaction with the Safe Step
Walk-In Tub that was installed in your home in March of this year. Our records
do indicate...

that a number of our representatives have spoken to you since the
installation and it appears that we may not agree with the outcome of those conversations.
We take our customer’s satisfaction very seriously and I apologize that you
have not achieved the results you desired in regards to your complaints.   
Our records indicate that our representative Chris S[redacted]
visited your home on April 17th to speak to you regarding your comfort
with the tub and the claims that you were “too big for the tub you had purchased.”
Chris took photographs during that visit so that he could provide feedback to his
manager regarding your call in. I am including copies of those photographs
which show the size of the tub’s interior in relation to your size. While no
photograph can illustrate a person’s comfort level, they do clearly show the
amount of space between your body and the interior of the tub.  
We recognize that not all customers understand that when purchasing
a walk-in bathtub, they will be sitting on a seat verse laying down into a
standard tub one might stand it to take a shower. We try very hard to make this
difference obvious through including graphical elements in our marketing
materials and presentations that show users sitting upright inside the walk-in
tub. I do not believe we made any representations that a person would have the
ability to “move around” inside the tub beyond the movements needed to bath
safely inside the tub.
When Chris returned from his visit with you, he indicated that
you specifically had expressed a discomfort with the manner in which the tub’s
door handle was positioned in relation to your knee when sitting in the tub. He
suggested replacing the standard door handle with the newly developed smaller version
which had just become available from the factory. At Chris’s suggestion we ordered
one of these new handles and had our field representative contact you to
arrange changing the tub’s door handle, at which time you informed him that you
did not want the handle and that you wanted the tub removed and to get your money
back.  Stating that the tub was not wide
enough for you to get into it.
Your complaint also regards your claim that our representative
made statements to you regarding the ability of your existing hot water heater
to provide you with adequate hot water. When you signed the contract with our representative
on January 24, 2015, our representative, as part of our process, made the
specific point to explain and then have both you and your wife initial the
special statement on the contract that very clearly states that we nor our representatives
could make any such determination as to the ability of your existing hot water
heater to provide you with the amount of hot water for your satisfaction. The
statement is made in plain language and is BOLD font specifically to highlight
the significance of that fact. He then had you and your wife initial it as he
also initialed it on page one of the contract. Aside from making our customer’s
aware that their existing hot water heaters made need to be upgraded after
replacing a standard bathtub or shower with a larger capacity walk-in bathtub,
we do not make representations and can accept no responsibility for your need
to upgrade your hot water heater.
Our company values our customer’s satisfaction and we ask
every customer to review their installed products carefully upon completion of
the installation to ensure their satisfaction with the product that is
installed in their homes. We provide professional installations and quality
products and we stand behind these products providing what we believe to be the
best warranty in the industry. We cannot however accept responsibility for the
performance of your existing hot water heater when we clearly informed you
prior to any work being done in your home that it might need to be upgraded. Furthermore
we believe your claims to be “Too big for the tub” are exaggerated and not substantiated
by the photos taken by our representative.
If you wish to have our representative come out and install
the newer smaller sized tub door handle we remain willing to do this for you at
no cost to you and would hope that we can resolve this matter but we cannot
agree to remove your tub and refund you the full amount of your contract. Your
contract was completed on March 24, 2015 when you signed off on the completion
papers confirming your satisfaction with the installation of your Safe Step
Walk-in Bathtub.

I apologize that it has taken so long for our response. It
seems that all of our records, including the contact, are under the name, [redacted]. As there was no phone number provided we cross referenced the address
provided in the complaint we were able to match your...

complaint with you as our
customer under the name [redacted].
I apologize that your feel that the Safe Step Walk-in Bathtub
that was installed in your home has defects and your home was damaged during
the installation which took place on December 18, 2014. I also apologize that
you feel that you have been getting the run around due to the time that it took
for us to respond to your request for service, it is certainly not normal for
it to take  that long to get a technician
to your home.   
Our records indicate that your contract was signed on
October 22, 2014 and that you had requested a December or January installation
due to a surgery. On December 10, 2014 our office contacted you and the
installation was scheduled for December 17th & 18th.
On December 18, 2014, our work order completion and a separate completion paper
were signed by Verna and Kenneth Norris, indicating your complete satisfaction
with the installation of your new Safe Step Walk-in Bathtub.  It also appears that our technician completed
your request for service on January 21, 2015 as you also signed the service
ticket indicating your satisfaction.
I am unsure why you would continue to sign off on multiple documents
indicating your satisfaction if you feel that the tub should be removed from
your home and you should be refunded the entire amount you paid for the
product. As a responsible, although not perfect contractor, we try very hard to
make sure that we deliver quality products, installed in a professional manner,
but it is not our practice to refund someone’s entire contract amount after we
have fulfilled the terms of the contract entered into between our company and a
customer. We utilize written contracts spelled out in detail, as well as ask
all customers to sign off on their satisfaction when installations and service
requests are completed. I do not understand why you would have signed off on
these completions if you were dissatisfied with the installation and service
work completed.
 I am including copies
of the following documents along with this response;
Copy of the contract dated 10-22-14
Copy of the Addendum to Contract dated 12-18-14
Copy of the signed Completion on the work order dated
12-18-14
Copy of the signed completion certificate dated 12-18-14
(includes the comments, “great job”)
Copy of the signed Service Ticket dated 1-21-15 (Note this was signed after the date of this complaint so it should mean that your complaints have been satisfied)
While we apologize that your service request was not
completed in a timely manner, we do not feel that a refund is neither justified
nor reasonable. If you have any future requests for service, we will make every
effort to make sure they are completed in a timelier manner and I would
strongly suggest that if you are not satisfied with the work being performed,
that you refrain from signing off on any completion papers until you are
actually satisfied with the repairs.