Safe Step Tubs of Minnesota, Inc.

Initial Business Response /* (1000, 8, 2015/02/19) */
February,
Revdex.com of Minnesota and North Dakota
S River Ridge Cir
Burnsville, MN
RE: Case ***: ***
Dear ***-
In response to your notice regarding customer ***, we have tried to
resolve this matterThis bathtub was a drop shipThe customer hired a contractor to complete all workThe tub that was delivered was unboxed; the installers that dropped the tub off unboxed the tub to assure that all parts were presentThe written contract states that a right height toilet with no installation is to be dropped off at the customer's home with the tub; this was done on January 7, On January 28, I received a call from *** stating that she was not happy with the toilet and she was supposed to receive a 20" toiletI proceeded to let the customer know that a standard right height handicap toilet (which is what was written on the contract) is 16"-17", which is what she receivedI offered to have the toilet picked up and to reimburse the customerAt that point she told me her contractor had already installed the toiletI let the customer know that since the toilet was installed and used we could not take the toilet backThe customer insisted that we take the toilet back and reimburse her for the used toilet and also pay to have her contractor install her own toilet which is the same size as the toilet she wants removedPlease feel free to contact me if you have any further questions
Thank you for your attention to this matter
Sincerely -
***
Service Manager

To whom it may concern:                 In reference to complaint # [redacted] for [redacted]: I have attached the contract, customer checklist, completion paperwork and final pics of the installation. As you can see the...

install was done per contract and when the installer left the install [redacted] signed the completion paperwork stating she was happy with the install. The customer states that the signature on the customer installation checklist was forged when in fact according to our sales specialist while she was going over the contract with the customer [redacted] had to go outside so [redacted] signed his name on the paperwork. Our sales specialists go over every aspect of the contract and leave nothing unanswered. We value our honesty and ethical practices with every customer that we come into contact with. The customer did sign the areas where we state we are not responsible for the water heater and that we recommend a 50 gallon water heater for our tubs. That being said we do not like our customers to be unhappy in any way with the installation or our product. So we are working with the customer as I type this to help in any way we can to resolve the issues accordingly. Our sales manager Travis [redacted] has been in contact with the customer and we will help them financially with the water heater and electrical issues. The sales specialist and the customer have been in contact with each other concerning the vanity and countertop installation. We at Safe Step did not sell contract nor did we agree to the purchase of said items. That was a personal side deal between the independent sales specialist and [redacted]. Sales specialist has agreed to pay for installation of said items and materials are at the jobs site. We believe that this will satisfy all issues and please the customer.   Thank you for your time on this matter Sincerely Bruce [redacted] Operations/Finance Manager Safe Step Walk-In Tub Co. of Minnesota, Inc. Direct: ###-###-####

To whom it may concern:                In reference to file #[redacted] for a Mr. [redacted].                In response to the complaint filed by...

this customer on the purchase of a walk in tub from 4 years ago. According to our records this customer called with several complaints including some very personal ones. We don’t like customers being unsatisfied for any reason so we negotiated a reasonable fee to uninstall the tub and the customer agreed to this fee and all paperwork was exchanged. A refund was given and we have record of check cashed. The loan in question is still to be paid by the customer and they were explained that at the time. The customers were fully aware of this at the time. If the funds refunded were not used to pay down the loan or not that is not up to us that is strictly up to the consumer on how to use their refund check.  Thank you for your attention to this matterBruce [redacted]Operations/Finance ManagerSafe Step Walk-In Tub Co. of Minnesota, Inc.[redacted] [redacted]Burnsville, MN 55337www.thesafesteptub.comOffice: ###-###-#### –ext [redacted]

To whom it may concern:                 In reference to complaint [redacted] for a Mr. [redacted]. He states that he never received a refund of $500.00 to his visa. I have attached the 2 receipts from our accounting department...

stating that on 8/2/2016 the visa card ending in [redacted] was credited back 500.00. We have not kept any funds from this customer. He has been fully reimbursed for this canceled job.   Thank you for your attention to this matter   Bruce [redacted] Operations/Finance Manager Safe Step Walk-In Tub Co. of Minnesota, Inc. [redacted] [redacted] Burnsville, MN 55337 www.thesafesteptub.com Direct: ###-###-####

Initial Business Response /* (1000, 5, 2015/01/05) */
Hello,
I would like to inform you that the customer[redacted] has been taken off the call list and will no longer be contacted by Safe Step walk in tub company.
Thanks

Initial Business Response /* (1000, 8, 2016/02/05) */
Prior to installation of tub, customer was concerned about the capacity of her water heater, it was insufficant to fill our tub so we credited her $1000.00 for her to put towards a new water heater of her choice. Customer was ok with this and...

allowed us to install.
We gave her a $1000 discount so she could get a new water heater but she did not do that. She was explained to that her heater would not be enough. She informed the installer "I will wait and see if this works". Her tub came with Delta faucet which is high quality and carries a lifetime warranty. The spitting jets are due to her not filling tub above jets which is user error. Water on the floor is also user error when using a shower wand with no shower curtain you do have to watch where you are spraying. If she gets the recommended larger water heater her tub would work beautifully for her.
As far as the tub not fitting her area, our tub is smaller than the original tub that came out, our tub is trimmed out-typical for this kind of install. I would suggest a shower curtain and a larger water heater. This should fix all problems.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I received the $1000.00 credit from the safety specialist, I was told there would not be a problem and was instructed to wait to see if the water heater would be enough. This was not the first time that this concern was brought up. It was brought up when I was considering purchasing and before installation and I only said to the installer what I was told by the safety specialist. My water heater temperature was adjusted and I continue to try to make this tub be the beautiful experience that was promised for $15,000. The workers threw my shower curtain and rod on the floor of my closet and I can't put it back up by myself. Never mind that they tracked up my house and beautiful wood floors with fine dust and footprints, then used my mop and some water to spread the mess around more,saying the "problem" was, that I had wood floors and laying down a tarp was not safe for them. "Too slippery", he said to walk on. Do they not know that there are other means of protection they should be using to respect their clients homes? You want to blame me for using the wand incorrectly? How hard is it to use a spray hose correctly? The seat is not angled at all for the jets to work properly. It is flat and should be angled down in the back to experience the jets on the full back and the calves and feet. The The tub has now since been filled to capacity and the jets still spit on the floor as soon as I sit up to grab soap or shampoo or anything, creating a safety hazard. Again, I am 5' 2" tall and it is almost impossible to sit in this tub, have all of the jets running and have the relaxing "life changing" experience that is advertised. I find it to be anything other than an awkward position. I just feel taken advantage of. When someone is in pain, they will do anything to get relief and that is what I was promised. A soothing and spa like experience from a "safety specialist". This is far from the truth. In addition, for you to blame me as in "user error" is appalling! So I give you $15,000 for a product that is supposed to be "custom", with strategically placed massage jets to target sore muscles and joints. Then in return, I get a tub that doesn't fit in the space where they took the safety shower out, cheap faucets and hardware, a tub that sprays and spits water all over the floor that I have to step down on to and clean up after! Oh, then there is the $1000 credit for the fact that the 50 gal electric water heater is not enough and the manufacturer recommends a 60 gal electric water heater. Just a slight problem, that I was assured was no problem at all. Be honest, because that is what I was told over and over. I am calling this out to be the scam that it is.The tub is worth no more than $1500.00 let alone $15,000.00, and there should not be these types of problems. I don't want your company advertising these lies to people and downright taking advantage of older people or the families that take care of them. If the tub is as good as you say it is and it it has 100% guarantee, then it should not be a problem for you to take it back and return my money. Stop blaming me, (as in "user error" and "you were told"), for your overpriced product that is neither custom or safe! I am expecting a remedy to the problem, not someone to blame me for your poor product and service. By the way, last night after getting out of the tub and gently closing the bathroom door, I heard a crash and the side panel fell right off the tub! Really?? was that "user error" too?
Final Business Response /* (4000, 15, 2016/02/23) */
[redacted]Document Attached[redacted]
We have provided her with what she contracted for, and we gave a $1000 discount so she could get a larger water heater, as that is what we recommend, I have attached the document showing that. She has chosen not to get the larger water heater. We have put a lien on her home for the balance of $7000 that was supposed to be paid with credit card but was declined. We will now be starting collection/legal actions for the balance. We provide a lifetime warranty on the tub, including any manufacturing defects, door seal, faucets, water pumps, blowers and heaters-it is not a money back guarantee. If she has any problems with the tub that need service we have a service department that can help her [redacted].
Final Consumer Response /* (3000, 17, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lifetime warranty? Does it cover returns? I have asked for my walk in shower back and to have the tub removed. There is nothing in any of the replies that outlines this or cares to deal with the real problems other than to blame the consumer. Your company has promised a quality product that does not live up to the standards that you imply. After being charged almost $15,000 and you "guaranteeing" your product @ 100%. I am telling you flat out, that your product is NOT worth the money you are charging due to quality and performance issues. You continue to say this is "user error" and are threatening me with legal action immediately after a complaint was filed. No one from your company has even tried to contact me to remedy this situation. I have gone to great links after spending this money to no avail. By the way, no one has ever requested the balance from my bank because I was never notified of this attempt to withdrawal this money. My bank would certainly let me know if this withdrawal was attempted and denied and I would have acted immediately to the situation. I find this whole interaction after I signed the contract to be cold and faceless when up until the contract, there were so many promises made such as the NON-NEED for the new water heater because I live alone and no one else would be using the hot water while I was bathing. I have since figured out the ability to fill the tub, paid to have the shower curtain and bar placed, and still the jets continue to spit water all over. This is not the answer to my pain problems or safety problems in the bathroom and you should not be advertising this to vulnerable people and their families. Especially the elderly!

I am rejecting this response because:
A worker from the Walk-in-Bathtub was supposed to be here HE NEVER showed up.

Initial Business Response /* (1000, 16, 2016/02/23) */
Refund of $756.00 has been processes & is being sent to customer. A service ticket has been created and the issue with the jets is being taken care of.
Initial Consumer Rebuttal /* (2000, 18, 2016/02/24) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
If they follow through with this agreement than we will be satisfied, not sure yet because we don't have a working tub.

To whom it may concern: As soon as we learned of this complaint and this customers issues we immediately contacted the customer to send a service tech out to remedy any issues he may have. The customer was very understanding and we explained he is under warranty and we will take care of...

him. Thank you for your timeBruce [redacted]Safe Step walk-in tub of MN

Initial Business Response /* (1000, 14, 2015/12/04) */
In reference to case #[redacted].
Customer has been contacted, we have come to a resolution we are going to fix tub surround, build pony wall and refund money for the shower slide bar.
Customer is happy and installer will...

contact with a date to complete work.
Alex [redacted] - Production Manager with Safe Step Walk-In Tubs of Minnesota
Initial Consumer Rebuttal /* (2000, 16, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Jim from Safe Step Tubs contacted me today to resolve this problem, if everything is done according to our conversation than I would say that this problem is resolved.