Safe Step Tubs of Minnesota Reviews (%countItem)
Safe Step Tubs of Minnesota Rating
Address: 7300 Washington Ave S, Eden Prairie, Minnesota, United States, 53344
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In summary, the tub does not function as advertised and is actually a danger to those using it. An itemized list of issues will be included with this form
As soon as we received this complaint we started the calling the customer daily. We were not aware of any of these problems and are trying to rectify the situation immediately. The head of production is personally handling this and has left numerous messages with no call back. Please have the customer check their voicemail and call the numbers he has left and we will be more than happy to provide a resolution.
thank you
I am rejecting this response because:
The initial minor repair, documented in the previous document of issues, was done incorrectly. At this point we have contacted Lawyers and are seeking damages. I can not put any sort of trust in this company that their repair of the tub will be viable or safe. In addition to the original resolution we had described, we are seeking full damages to the extent of the law and payment of all legal fees in the endeavor.
In summary, the tub does not function as advertised and is actually a danger to those using it. An itemized list of issues will be included with this form
As soon as we received this complaint we started the calling the customer daily. We were not aware of any of these problems and are trying to rectify the situation immediately. The head of production is personally handling this and has left numerous messages with no call back. Please have the customer check their voicemail and call the numbers he has left and we will be more than happy to provide a resolution.
thank you
I am rejecting this response because:
The initial minor repair, documented in the previous document of issues, was done incorrectly. At this point we have contacted Lawyers and are seeking damages. I can not put any sort of trust in this company that their repair of the tub will be viable or safe. In addition to the original resolution we had described, we are seeking full damages to the extent of the law and payment of all legal fees in the endeavor.
We purchased a Safe Step walk-in tub on 09/10/2019, the tub was installed on 10/21/2019. Upon installation of the tub, it was determined Sue could not shut the tub door while in the tub due to her disability from having a stroke. Measurements should have been taken before installing tub. The people at Safe Step then decided to remove that tub, and install a new tub. Decision to get a new tub was made on 10/31/2019 and was installed on 11/30/2019. After new tub was installed it was determined the upper shower leaked. We called Safe Step multiple times. 01/15/2020 - Upon existing the tub, Sue fell and broke her ankle. Upon calling Safe Step to inform them about incident, no acknowledgement was received. 03/09/2020 - it was determined the door latch was malfunctioning so the tub leaked to the outside. Nozzle for bath and shower was not attached, it was determined shower hose was kinked around water lines leading to shower not working. It took multiple attempts to reach Safe Step. 03/12/2020 - While taking a bath and running jets, water was leaking from tub into basement. The basement ceiling was/is ruined; water was running from ceiling to floor. After multiple attempts to reach Safe Step on the evening of 03/12/2020. Upon arrival on 03/13/2020 Safe Step worker claimed there was no proof of anything being wrong. 03/17/2020 - Tim called Safe Step to see if shower head was in, it was. 3/26/2020 - bathtub leaking again while jets were running, videos and pictures were taken. Sparks were coming from light fixture on basement ceiling due to water damage from tub. 03/30/2020 - Safe Step finally comes to replace shower head and hose after multiple weeks. Plumber agreed there is a problem with tub, but maintenance supervisor refused to look at the pictures or video, also refused to fix the problem. Maintenance supervisor was here a total of 45 minutes before leaving without saying a word. Partial wall was scratched. 04/2/2020 - rags left under tub; sopping wet.
In reference to this complaint:
We have responded to this complaint a couple times and found every time we were out there that this tub works perfectly and that there have been no leaks. The hose was kinked and was fixed as the customer has a lifetime warranty and we will absolutely fix any issues that may arise in the future. Last week we sent a service tech out to respond to a leaking issue and had the tech take video of the tub as he checked all lines and drain issues and performed full diagnostics on the tub. There were no issues of leaking or draining and the tub performed perfectly. The door latch is in perfect working order and the customer was present during the entire appointment.
Thank you for your time
I am rejecting this response because: It has leaked periodically from time to time since then. We have photographs and can show you the actual damage from leakage caused by tub to our basement ceiling. in addition, the electrical in that area has shorting out. we are not making this up!
I am a disabled woman and hoped this tub would aid me in my therapy. After falling and breaking my ankle while exiting the tub, I am unable to enter or exit the tub. So much for a "safe step'.
I am asking that this tub be removed and a new tub or shower of my choice be put in, in its place. In addition, the plumbing be fixed, the ceiling below the tub be replaced, along with the electrical related it be fixed. This would all be done at the expense of Safe Step walk in tub.
As Stated in the previous response we have been out to this house numerous times and will continue to service any issues that may arise as you have a lifetime warranty. Every time we send a tech out the tub works perfectly and has no draining or leaking issues. If you are using an oil of some sort which it seems that you are this may cause slippage issues. Our tech did offer to to install a film that would help with slipping. Please reach out to our service manager at *** at any point if any you have any service issues.
thank you
We purchased a Safe Step walk-in tub on 09/10/2019, the tub was installed on 10/21/2019. Upon installation of the tub, it was determined Sue could not shut the tub door while in the tub due to her disability from having a stroke. Measurements should have been taken before installing tub. The people at Safe Step then decided to remove that tub, and install a new tub. Decision to get a new tub was made on 10/31/2019 and was installed on 11/30/2019. After new tub was installed it was determined the upper shower leaked. We called Safe Step multiple times. 01/15/2020 - Upon existing the tub, Sue fell and broke her ankle. Upon calling Safe Step to inform them about incident, no acknowledgement was received. 03/09/2020 - it was determined the door latch was malfunctioning so the tub leaked to the outside. Nozzle for bath and shower was not attached, it was determined shower hose was kinked around water lines leading to shower not working. It took multiple attempts to reach Safe Step. 03/12/2020 - While taking a bath and running jets, water was leaking from tub into basement. The basement ceiling was/is ruined; water was running from ceiling to floor. After multiple attempts to reach Safe Step on the evening of 03/12/2020. Upon arrival on 03/13/2020 Safe Step worker claimed there was no proof of anything being wrong. 03/17/2020 - Tim called Safe Step to see if shower head was in, it was. 3/26/2020 - bathtub leaking again while jets were running, videos and pictures were taken. Sparks were coming from light fixture on basement ceiling due to water damage from tub. 03/30/2020 - Safe Step finally comes to replace shower head and hose after multiple weeks. Plumber agreed there is a problem with tub, but maintenance supervisor refused to look at the pictures or video, also refused to fix the problem. Maintenance supervisor was here a total of 45 minutes before leaving without saying a word. Partial wall was scratched. 04/2/2020 - rags left under tub; sopping wet.
In reference to this complaint:
We have responded to this complaint a couple times and found every time we were out there that this tub works perfectly and that there have been no leaks. The hose was kinked and was fixed as the customer has a lifetime warranty and we will absolutely fix any issues that may arise in the future. Last week we sent a service tech out to respond to a leaking issue and had the tech take video of the tub as he checked all lines and drain issues and performed full diagnostics on the tub. There were no issues of leaking or draining and the tub performed perfectly. The door latch is in perfect working order and the customer was present during the entire appointment.
Thank you for your time
I am rejecting this response because: It has leaked periodically from time to time since then. We have photographs and can show you the actual damage from leakage caused by tub to our basement ceiling. in addition, the electrical in that area has shorting out. we are not making this up!
I am a disabled woman and hoped this tub would aid me in my therapy. After falling and breaking my ankle while exiting the tub, I am unable to enter or exit the tub. So much for a "safe step'.
I am asking that this tub be removed and a new tub or shower of my choice be put in, in its place. In addition, the plumbing be fixed, the ceiling below the tub be replaced, along with the electrical related it be fixed. This would all be done at the expense of Safe Step walk in tub.
As Stated in the previous response we have been out to this house numerous times and will continue to service any issues that may arise as you have a lifetime warranty. Every time we send a tech out the tub works perfectly and has no draining or leaking issues. If you are using an oil of some sort which it seems that you are this may cause slippage issues. Our tech did offer to to install a film that would help with slipping. Please reach out to our service manager at *** at any point if any you have any service issues.
thank you
Upon contacting Safe Step I advised them that I was a low income person and just wanted a quote I explained what my price range was and was advised that they definitely had products in my price range. Although they could not give me a quote without a home visit/inspection they advised me quote was free so I had nothing to lose. When the salesman arrived he was very polite took proper measures told me that their product was the most expensive on the market. I informed him that the person I spoke to on the phone said they would have something in my price range. After measurements were taken we sat and listened to the presentation which took one and a half hours. The salesman then began going through his briefcase to give me a quote but didn't have the actual price sheets, who does not make sure they have all the paperwork required to give a quote, (unprofessional) he then proceeded to make phone calls and was just winging it as far as prices go. The estimated price for a tub with all the bells and whistles was approximated $25,000, and a price for the basic shell was $15,000 no bells no whistles. I may not be the brightest bulb on the block but in my opinion all the bells and whistles should be the bulk of the price not the shell. When we were given the price I said I could not afford this, the tub actually cost more than I make in a year. The salesman then went on to complain about how much this visit cost him, and actually told me my mortgage was cheaper than his rent, and that he was a single father supporting his daughter and he was making do with what he had so why couldn't I afford the tub. I told him the tub was probably worth more than the trailer I was living in. I told him I just wanted a quote and it was the company that said the home visit was required for the quote. When I asked him to email me a quote because he did not have the proper papers his response was whats the point you cant afford this (made me feel very uncomfortable). This company has no consideration for low income people and seniors. So if you are a senior or low income person stay away from this company as they are only out for their bottom dollar and don't have any use for you if you cannot support their lifestyle which in my opinion is high class and at the prices they charge they CAN live like the rich and famous. Giving one star is more than they deserve.
Can we please get any clarification on who she met with--this complaint doesn't tell us anything that it's even our company or who the consultant was. If we could get the actual name of the customer that was visited that would help. Right now this complaint is against any walk in tub company--how can we be sure we were even in her house.
thank you
Upon contacting Safe Step I advised them that I was a low income person and just wanted a quote I explained what my price range was and was advised that they definitely had products in my price range. Although they could not give me a quote without a home visit/inspection they advised me quote was free so I had nothing to lose. When the salesman arrived he was very polite took proper measures told me that their product was the most expensive on the market. I informed him that the person I spoke to on the phone said they would have something in my price range. After measurements were taken we sat and listened to the presentation which took one and a half hours. The salesman then began going through his briefcase to give me a quote but didn't have the actual price sheets, who does not make sure they have all the paperwork required to give a quote, (unprofessional) he then proceeded to make phone calls and was just winging it as far as prices go. The estimated price for a tub with all the bells and whistles was approximated $25,000, and a price for the basic shell was $15,000 no bells no whistles. I may not be the brightest bulb on the block but in my opinion all the bells and whistles should be the bulk of the price not the shell. When we were given the price I said I could not afford this, the tub actually cost more than I make in a year. The salesman then went on to complain about how much this visit cost him, and actually told me my mortgage was cheaper than his rent, and that he was a single father supporting his daughter and he was making do with what he had so why couldn't I afford the tub. I told him the tub was probably worth more than the trailer I was living in. I told him I just wanted a quote and it was the company that said the home visit was required for the quote. When I asked him to email me a quote because he did not have the proper papers his response was whats the point you cant afford this (made me feel very uncomfortable). This company has no consideration for low income people and seniors. So if you are a senior or low income person stay away from this company as they are only out for their bottom dollar and don't have any use for you if you cannot support their lifestyle which in my opinion is high class and at the prices they charge they CAN live like the rich and famous. Giving one star is more than they deserve.
Can we please get any clarification on who she met with--this complaint doesn't tell us anything that it's even our company or who the consultant was. If we could get the actual name of the customer that was visited that would help. Right now this complaint is against any walk in tub company--how can we be sure we were even in her house.
thank you
My Mother is 91 years old and decided she wanted a walk in tub. She is very independent but does need some help, she did not consult family before buying this tub. The problem is she lives in a small old home and her dream was to have a tub to soak in. She met with the sales person Randy Braun and was very excited she was going get her tub. The first time she tried to use it the water only went up to her knees before the water turned cold and rusty. I told her I thought it was the water heater. She said she was told her water heater should be fine. The second time she tried to use it the same thing happened. I looked at the water heater and found that it was a 30gal tank, and looked at the paperwork and found that the minimum tank she needed was 50-70gal. She had signed documents that say she was told the recommended size of the water heater but she did not remember ever being told that. She says she was never told that the bathtub wouldn't work without a water heater upgrade. I have talked to a representative of the company, the only thing this person could tell me was that my 91 year old mother signed the document, "didn't she read it?", my mother had cataract surgery 2 weeks ago. I was not there, I don't know what she was told but she says she was not told the bathtub would not work without the upgrade, she also says she was not told that her tank was a 30gal tank or that the tub took 75 gal to fill. I was told they gave her a $500 credit for the water heater, but she didn't know that either. My mother lives alone and is very independent, and she does not ask for help or advise usually, but I believe she was taken advantage of by both the salesman and the installer, neither told her the tub would be useless to her without an larger water heater. Now the tub is useless until we can make the upgrade. The tub cost her over $16,000(questionably over priced) and is unusable. Her confidence is shaken and she feels she was taken advantage of.
In response to this complaint
We are very sorry to hear that you think your mother was taken advantage of but we can assure you that at no time was your mother ever under the misunderstanding that her water heater was inadequate. On the contract there are 4 different areas that we go over the inadequacies of a 30 gallon water heater and what is needed for our walk in tub. These areas need signatures and initials. As you stated we also included a water heater discount among thousands of dollars of other discounts to get this in her range where she felt comfortable with the purchase. She was never taken advantage of and the consultant that you speak of has been with our company since its inception and has never had any complaints of any kind against him. Our consultants go thru constant retraining and take the needs of everyone very seriously.
thank you for your time
My Mother is 91 years old and decided she wanted a walk in tub. She is very independent but does need some help, she did not consult family before buying this tub. The problem is she lives in a small old home and her dream was to have a tub to soak in. She met with the sales person Randy Braun and was very excited she was going get her tub. The first time she tried to use it the water only went up to her knees before the water turned cold and rusty. I told her I thought it was the water heater. She said she was told her water heater should be fine. The second time she tried to use it the same thing happened. I looked at the water heater and found that it was a 30gal tank, and looked at the paperwork and found that the minimum tank she needed was 50-70gal. She had signed documents that say she was told the recommended size of the water heater but she did not remember ever being told that. She says she was never told that the bathtub wouldn't work without a water heater upgrade. I have talked to a representative of the company, the only thing this person could tell me was that my 91 year old mother signed the document, "didn't she read it?", my mother had cataract surgery 2 weeks ago. I was not there, I don't know what she was told but she says she was not told the bathtub would not work without the upgrade, she also says she was not told that her tank was a 30gal tank or that the tub took 75 gal to fill. I was told they gave her a $500 credit for the water heater, but she didn't know that either. My mother lives alone and is very independent, and she does not ask for help or advise usually, but I believe she was taken advantage of by both the salesman and the installer, neither told her the tub would be useless to her without an larger water heater. Now the tub is useless until we can make the upgrade. The tub cost her over $16,000(questionably over priced) and is unusable. Her confidence is shaken and she feels she was taken advantage of.
In response to this complaint
We are very sorry to hear that you think your mother was taken advantage of but we can assure you that at no time was your mother ever under the misunderstanding that her water heater was inadequate. On the contract there are 4 different areas that we go over the inadequacies of a 30 gallon water heater and what is needed for our walk in tub. These areas need signatures and initials. As you stated we also included a water heater discount among thousands of dollars of other discounts to get this in her range where she felt comfortable with the purchase. She was never taken advantage of and the consultant that you speak of has been with our company since its inception and has never had any complaints of any kind against him. Our consultants go thru constant retraining and take the needs of everyone very seriously.
thank you for your time
I purchased an $8,000.00 shower from Safe step Tubs of Minnesota Inc. This shower was installed several weeks ago and to this date I cannot use the shower because the shower basin is unsafe to step on. It is very slippery. I called the company a couple of time and was told that they had to order whatever is needed to make the shower basin safe. It's a safety factor the way it is. I am just asking for them to come back and finish the job.
To whom it may concern:
In response to the complaint by ***. Our first call from *** was on Monday, January 27th – when we informed her that we would need to order the anti-slip coating. (ordered same
day). She called again on the 28th, We informed her that
we were waiting on the delivery of the anti-slip coating. Our service tech also called her
that same day, and relayed the same message. The anti-slip coating was delivered on Friday, January
31st. Our tech completed the service ticket the following Monday. The tech scheduled a service call and went out to the ***’s on Monday, February 3rd and
applied an anti-slip coating to the shower pan. This was all done without a fee of any kind. If *** has any other concerns she is free to call us at any time and we will be there to handle them.
thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
*** J.
I purchased an $8,000.00 shower from Safe step Tubs of Minnesota Inc. This shower was installed several weeks ago and to this date I cannot use the shower because the shower basin is unsafe to step on. It is very slippery. I called the company a couple of time and was told that they had to order whatever is needed to make the shower basin safe. It's a safety factor the way it is. I am just asking for them to come back and finish the job.
To whom it may concern:
In response to the complaint by ***. Our first call from *** was on Monday, January 27th – when we informed her that we would need to order the anti-slip coating. (ordered same
day). She called again on the 28th, We informed her that
we were waiting on the delivery of the anti-slip coating. Our service tech also called her
that same day, and relayed the same message. The anti-slip coating was delivered on Friday, January
31st. Our tech completed the service ticket the following Monday. The tech scheduled a service call and went out to the ***’s on Monday, February 3rd and
applied an anti-slip coating to the shower pan. This was all done without a fee of any kind. If *** has any other concerns she is free to call us at any time and we will be there to handle them.
thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
*** J.
We purchased a safe step walk in tub from this company and promises were made that were not followed through with. The safety consultant Drew *** did not follow through checking in with us after the contract was signed as he said he would. He told us that he would stop in the day the tub was installed which he did not do. The contract for financing was not explained well, we told him that we would like to make sure the tub installation was done correctly and then we would pay the tub off in full. We were charged interest on our financing even though we paid it off in full before 30 days from installation. When Drew was called to discuss why we were charged interest he told us that was between us and the bank that financed this purchase. He also told us that the contract stated that interest would start the day we signed the finance contract, we never received copies of the finance papers. We feel that the service was fraudulent and will definitely not recommend anyone to do business with this company.
To whom it may concern:
In response to this complaint
As soon as we received this complaint we refunded the customer the requested funds. We do not want anyone dissatisfied over a miscommunication from one of our lending partners. The customer should be in receipt of requested funds as I write this letter. I would like to add that our rep was there on the day of the installation like he said he would and talked with the installers and the husband . He was told the wife was out buying paint at the time of installation and a couple weeks later she called our rep to tell him how much she loved our tub. If the the customer has any problems at feel free to call and talk with kirsten our service manager. We will take care of any problem that may arise
thank you
We purchased a safe step walk in tub from this company and promises were made that were not followed through with. The safety consultant Drew *** did not follow through checking in with us after the contract was signed as he said he would. He told us that he would stop in the day the tub was installed which he did not do. The contract for financing was not explained well, we told him that we would like to make sure the tub installation was done correctly and then we would pay the tub off in full. We were charged interest on our financing even though we paid it off in full before 30 days from installation. When Drew was called to discuss why we were charged interest he told us that was between us and the bank that financed this purchase. He also told us that the contract stated that interest would start the day we signed the finance contract, we never received copies of the finance papers. We feel that the service was fraudulent and will definitely not recommend anyone to do business with this company.
To whom it may concern:
In response to this complaint
As soon as we received this complaint we refunded the customer the requested funds. We do not want anyone dissatisfied over a miscommunication from one of our lending partners. The customer should be in receipt of requested funds as I write this letter. I would like to add that our rep was there on the day of the installation like he said he would and talked with the installers and the husband . He was told the wife was out buying paint at the time of installation and a couple weeks later she called our rep to tell him how much she loved our tub. If the the customer has any problems at feel free to call and talk with kirsten our service manager. We will take care of any problem that may arise
thank you
A feature of my tub is not working. I have call for it to be repaired on two separate occasion. I was told that someone would contact me for a service call, that's been over a month ago. The feature that's not working is one of the reason why I bought from them. They claim to have the best in class warranty for their product. My complaint is they are not living up to that warranty. but I still have to make payments and I don't think that fair. I know life is not fair but I hope you can help me in getting this taking care of. Thank You
As soon as we were made aware of this we reached out to Mr *** and informed him his micro bubble pump is being delivered to the service tech asap. We are very sorry for the inconvenience this caused the customer and explained the problem we had with the manufacturer. The pump has been installed and Mr ***'s tub is back to working good as new.
thank you
A feature of my tub is not working. I have call for it to be repaired on two separate occasion. I was told that someone would contact me for a service call, that's been over a month ago. The feature that's not working is one of the reason why I bought from them. They claim to have the best in class warranty for their product. My complaint is they are not living up to that warranty. but I still have to make payments and I don't think that fair. I know life is not fair but I hope you can help me in getting this taking care of. Thank You
As soon as we were made aware of this we reached out to Mr *** and informed him his micro bubble pump is being delivered to the service tech asap. We are very sorry for the inconvenience this caused the customer and explained the problem we had with the manufacturer. The pump has been installed and Mr ***'s tub is back to working good as new.
thank you
I will not rate this company. Horrible customer service --- we have had to call several time to get them to schedule a repair service and after one month still am getting the run around. I will not be recommending this company for any reason
I will not rate this company. Horrible customer service --- we have had to call several time to get them to schedule a repair service and after one month still am getting the run around. I will not be recommending this company for any reason
Ordered a walk in shower on May 29,2018. Was told it would be installed in 6 - 8 weeks. I paid a deposit. The people came and did inspection. they said I needed to have plumber come to fix problem
with drain, I had this taken care of and let them know. Was scheduled to have done last Monday. Got a call saying not everything was there so had to go to warehouse to get rest of parts. They rescheduled it for Tuesday Aug 28th. They came and were checking everything before starting. They went outside to crawl space to to check it out. They came back in and said the crawl space was too
small for them to get into. They preceded to as where nearest Menards or Lowes was. I told them it would be in Peoria or Pekin which is 45 minutes to aan hour away. The other place they asked about was 30 minutes.
Then they told me that this was going to be a 2 day job because they have to cut a hole in floor to do plumbing. I told them I didn't want a hole in floor. They left and said would be back next Thursday to do it.I told them we have company coming in from California that day, I asked if they could do sooner. a bigger shower They said have 2 other jobs this week and that was the earliest. I feel they should have rescheduled the other jobs and come back today since it has been 14 weeks since I ordered this and was told it would only take 6-8 weeks.
In response to complaint filed by Ms.:
By the time this complaint was received this tub was installed. We did delay this due to plumbing issues and asked that they be fixed before our installation. We did this to maximize the benefit and performance of the customers new tub. When we arrived the plumbing was not completely done to our satisfaction. We did need to delay this installation again to procure the proper parts. We were very sorry for the second delay but it was a necessity. In lieu of a discount we took it upon ourselves to go above and beyond the contract at no expense to the customer and fix the issues at hand to ensure proper performance of her new tub.
When the installation crew left the customer was very happy.
Thank you for your time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Ordered a walk in shower on May 29,2018. Was told it would be installed in 6 - 8 weeks. I paid a deposit. The people came and did inspection. they said I needed to have plumber come to fix problem
with drain, I had this taken care of and let them know. Was scheduled to have done last Monday. Got a call saying not everything was there so had to go to warehouse to get rest of parts. They rescheduled it for Tuesday Aug 28th. They came and were checking everything before starting. They went outside to crawl space to to check it out. They came back in and said the crawl space was too
small for them to get into. They preceded to as where nearest Menards or Lowes was. I told them it would be in Peoria or Pekin which is 45 minutes to aan hour away. The other place they asked about was 30 minutes.
Then they told me that this was going to be a 2 day job because they have to cut a hole in floor to do plumbing. I told them I didn't want a hole in floor. They left and said would be back next Thursday to do it.I told them we have company coming in from California that day, I asked if they could do sooner. a bigger shower They said have 2 other jobs this week and that was the earliest. I feel they should have rescheduled the other jobs and come back today since it has been 14 weeks since I ordered this and was told it would only take 6-8 weeks.
In response to complaint filed by Ms.:
By the time this complaint was received this tub was installed. We did delay this due to plumbing issues and asked that they be fixed before our installation. We did this to maximize the benefit and performance of the customers new tub. When we arrived the plumbing was not completely done to our satisfaction. We did need to delay this installation again to procure the proper parts. We were very sorry for the second delay but it was a necessity. In lieu of a discount we took it upon ourselves to go above and beyond the contract at no expense to the customer and fix the issues at hand to ensure proper performance of her new tub.
When the installation crew left the customer was very happy.
Thank you for your time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
A couple months after I purchased a Safe step tub I need repair, Service tech stated he could not fix and had to go back and study a tub but never got back to me. So seven months ago I again called for service but no one contacted me. I called the sales person and then received a call to repair problem. two hours after the service appointment I call the tech and received nothing but excutes. I again called the sales person Chuck *** who than gave me the name of the head of Repairs Jim *** whom I called twice with no return call. So again I contacted Chuck the sales man, This time he said he would have the head of manufacturing contact me, again this never happened. I called contact 6 Fox news, they send two letters and an email with no answer. They called and got ahold of Jim *** whom then had a person contact me to send a repair person out but would not answer why it took seven months. I stated how can I trust a company that don't answer phone calls and gives such poor service. I stated I would like the tub removed and a full refund do to being again unable to trust them. The sales person Chuck stated to me the were problems with service
In reference to this complaint:
By the time this complaint was received Mr ***'s tub issue's were resolved and the customer was happy. He had some caulk pull away from the wall which he admitted flexed all the time so that will happen so we recaulked that area and a couple other small issues which were resolved quickly. The customer was given our direct service number so he can call us with any other issues that may arise so a service tech can be dispatched right away to fix any issues he may have. He was reminded that he has a lifetime warranty on his tub and we will always be around to warranty his tub. The customer called a couple days later saying his shower hose wasn't pulling out the way he would like. Safe step does not like unhappy customers so this week we dispatched a service tech with a shower bar free of charge to be installed for this customer to see if that helps matters and resolves next set of issues.
Thank you
I am rejecting this response because:
I want this tub removed and full refund, it has been nothing but problems a real lemon. Tired of waiting on repairs, very up setting,another service call booked a month away. this is just BS. I am done with safe step poor service, extremely bad customer service.I will take any steps needed for removel of this tub and full refund.
In reference to this complaint:
We will not be issuing a refund for this tub as it is a year old and that has been explained to the customer. We are doing everything we can to resolve the issues this customer seems to be having. The walk in tub is under lifetime warranty and again we are honoring that warranty and going above and beyond to ensure that this customer regains his confidence in our product. As far as the service dates are concerned these are the dates the customer chose. We offer several options for dates and it being a month out was not our choice we could have been there within days if he chose for us to do so.
Thank you
A couple months after I purchased a Safe step tub I need repair, Service tech stated he could not fix and had to go back and study a tub but never got back to me. So seven months ago I again called for service but no one contacted me. I called the sales person and then received a call to repair problem. two hours after the service appointment I call the tech and received nothing but excutes. I again called the sales person Chuck *** who than gave me the name of the head of Repairs Jim *** whom I called twice with no return call. So again I contacted Chuck the sales man, This time he said he would have the head of manufacturing contact me, again this never happened. I called contact 6 Fox news, they send two letters and an email with no answer. They called and got ahold of Jim *** whom then had a person contact me to send a repair person out but would not answer why it took seven months. I stated how can I trust a company that don't answer phone calls and gives such poor service. I stated I would like the tub removed and a full refund do to being again unable to trust them. The sales person Chuck stated to me the were problems with service
In reference to this complaint:
By the time this complaint was received Mr ***'s tub issue's were resolved and the customer was happy. He had some caulk pull away from the wall which he admitted flexed all the time so that will happen so we recaulked that area and a couple other small issues which were resolved quickly. The customer was given our direct service number so he can call us with any other issues that may arise so a service tech can be dispatched right away to fix any issues he may have. He was reminded that he has a lifetime warranty on his tub and we will always be around to warranty his tub. The customer called a couple days later saying his shower hose wasn't pulling out the way he would like. Safe step does not like unhappy customers so this week we dispatched a service tech with a shower bar free of charge to be installed for this customer to see if that helps matters and resolves next set of issues.
Thank you
I am rejecting this response because:
I want this tub removed and full refund, it has been nothing but problems a real lemon. Tired of waiting on repairs, very up setting,another service call booked a month away. this is just BS. I am done with safe step poor service, extremely bad customer service.I will take any steps needed for removel of this tub and full refund.
In reference to this complaint:
We will not be issuing a refund for this tub as it is a year old and that has been explained to the customer. We are doing everything we can to resolve the issues this customer seems to be having. The walk in tub is under lifetime warranty and again we are honoring that warranty and going above and beyond to ensure that this customer regains his confidence in our product. As far as the service dates are concerned these are the dates the customer chose. We offer several options for dates and it being a month out was not our choice we could have been there within days if he chose for us to do so.
Thank you