Complaints

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:07/27/2025

  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.

  After falling and getting wedged in the footwell of my new ****** Bubbles walk-in tub, I was lied to and ignored by ****** Bubbles on numerous occasions. I was sold an ****** Bubbles tub that was too large for someone 4'11", and I fell on the slippery floor and got jammed in the oversized footwell the first time I used it. I am 77 and disabled. They only recommended 2 tubs, and this was a 60" tub that was the most expensive one. They knew my age, my height, my weight, my medical needs, etc. I told them I was concerned that I would not be able to reach the foot jets because of the size of the tub, but this was the recommended tub by their specialist. When it came, I was stunned by the size, and I called the company. It was still shrink-wrapped, and they told me there would be a 25% restocking fee to return it, plus return shipping of about $400, plus shipping of about $400 on a different tub adding up to 3 shipping fees. I paid $7005 for the tub after a 10% discount on the tub only, and they had given me 24 or ***************************** I would not have gotten the ** discount. They would not give me the 10% discount on any other tub or a replacement tub. I tried to reach the president of the company but never heard back. I believe I spoke to a manager who was going to send customer photos of possible solutions, but he never got back to me. I sent him a detailed email, but I never was contacted by anyone from ****** Bubbles. Weeks later, I called again for the president, but he was already gone. I spoke to the sales manager, who commiserated and asked me to forward the email I mentioned. He told me how concerned ****** is, and he would get my email and information to the "higher **** in the company. That was over 3 months ago, and neither he, nor the first guy, nor the salesperson or anyone at ****** Bubbles has ever reached out to me. I finally used the tub for the second time, and it was another disaster. I sent another email to the sales manager with no response.

  

  Business Response

  Date: 08/10/2025

  Dear Ms. ************* are truly sorry to hear about your experience and appreciate the opportunity to address your concerns.
  At Ellas Bubbles, customer safety and satisfaction are our highest prioritiesespecially for individuals with limited mobility or medical needs. We would like to clarify a few points from your review based on our records.
  Our team initially recommended the **** Deluxe walk-in tub and other smaller models, which are 57 inches shorter than the model you ultimately selected. The Deluxe also features a footwell approximately 2 inches shorter. However, you declined that recommendation and specifically requested a tub that included all available jetting options, which led to the selection of the 60" model.
  Prior to your order, we provided detailed specifications, including precise dimensions, and conducted a video consultation to ensure you fully understood the tubs features and size. These specifications, along with dimensions for all our tubs, are also publicly available on our website for review before purchase.
  The model you selected included a heated seat and back feature, which is a custom option. As clearly noted on the attached invoice, once this feature is installed, the tub becomes nonrefundable.
  Despite this policy, we extended a courtesy offer to allow a return and exchange, subject to a 25% restocking fee and standard shipping charges. This is consistent with our corporate return policy for customized, made-to-order products.
  We understand that you were disappointed with how the tub met your specific needs, and we regret that it did not fulfill your expectations. While we strive to provide accurate descriptions and clearly outline the features of our walk-in tubs, we also value feedback like yours as it helps us improve our communication and customer experience moving forward.

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23661647
  
  I am rejecting this response because:  It took 6 1/2 months to get a fictional response from ****** Bubbles.

  My response and photos will be submitted by Friday.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/03/2025

  We are writing in response to Complaint ID: ******** regarding a customers purchase of an ******************************************* walk-in tub. We respectfully submit the following clarification and supporting information to ensure the record accurately reflects the circumstances.
  1. Return Policy
  Our published return policy clearly states "Ellas Bubbles has a 30-day return policy unless otherwise stipulated in your invoice. This is for brand new un-installed products in original packaging. The restocking fee is 25% of the original order amount, less taxes and shipping costs. The customer is responsible for all associated costs of shipping the return. Ellas Bubbles does not offer returns or exchanges on installed products." This policy is standard in the industry to protect both product integrity and customer safety. Please see attached screen shot of the Returns Policy that is on our website.
  2. Heated Seat Option Non-Refundable
  As outlined on the invoice, reviewed and approved by the customer prior to purchase, once the Heated Seat option is installed, the tub becomes non-refundable. Despite this, Ellas Bubbles offered the customer a refund as a goodwill accommodation, exceeding the terms of our policy. (Please see attached screen shot of the invoice and customer response for reference.)
  3. Product Demonstration
  Prior to purchase, the customer participated in a live video demonstration of the specific tub model. This demonstration included the tubs exact dimensions, features, and functionality, ensuring the customer had the necessary information to make an informed decision.
  4. Tub Specifications Provided in Advance
  In addition to the live demonstration, our sales representative provided a link to detailed written specifications and discussed tub size thoroughly with the customer. The customer acknowledged this information before finalizing the order.
  5. Customer Selection of Larger Model
  On January 10, 2025, our sales representative recommended the Deluxe walk-in tub, with a link to detailed written specifications, a smaller model suited to the customers needs (see attached screenshot of email). Eleven days later, the customer independently elected to purchase the Ultimate model, which is larger in size.
  6. Good Faith Efforts
  Ellas Bubbles has acted in good faith throughout this process. We extended options beyond our stated return policy, attempted multiple follow-ups, and made efforts to provide alternatives. Unfortunately, the customer declined to proceed within the terms of the agreement.
  Ellas Bubbles remains committed to treating all customers with fairness, transparency, and professionalism. While we regret that this experience did not meet the customers expectations, we believe we have acted responsibly and within the protections outlined in our sales agreement.
  Sincerely,
   
  ***** *******

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23661647
  
  I am rejecting this response because:  Response to follow.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 09/29/2025

  Attached is my response to ****** Bubbles response.
   
  I am sorry for the delay, but I am dealing with a medical emergency, and I have been trying to get this properly formatted.  For some reason there is a large space in between the text. 
   
  My total response goes to the end of ****** Bubbles response and document provider's name.
   
  Please let me know that you have received this, or how I should do it on line.
   
  Thank you for your assistance.
   
  ***** A ******
  ************
  

  
  

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drain needs fixing on walk in tub installed August 2022. Received part from company and contacted the installer In May and June. Installer said he'd put us on his schedule but we haven't heard from him. We are willing to pay to have repaired. Is there someone else in the area who can replace the item. Thank you.

  

  Business Response

  Date: 10/23/2023

  ****** Bubbles is solely a Walk In Tub manufacturer, and is not (nor does not affiliate) with installers or contractors. Customer's part replacement has been honored from our Manufacturing Facility and provided. Repair/Installation is outside the scope of ****** Bubbles provision. With this being said, we are in direct contact with the customer to assist with their needs and help alocate any contact information to the installer to expedite the ************ of courtesy.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20751446
  
  I am rejecting this response because the manufacturer has not provided any solution as to any other contactor to me in the area or if anyone can help me.  The drain is right inside the door of the tub that anyone can step on it which is a very bad thing.  Also if I have any other issues with tub, I'll have no tub.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/26/2023

  ****** Bubbles LLC. is the manufacturer of the Walk In Tub solely, and not affiliated or represented by the installer/constractor. However, we do uphold immense customer service and satisfaction - and do strive to assist customers with issues that arrise through these non-affiliated partners. I have been informed from our ************************ that the "regular plumber has taken care of the drain". Or in other words, this case is closed and resolved with her plumber. We are happy to help

• Initial Complaint

  Date:08/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered tub and was told the delivery company would contact me to scheduled delivery before it would be delivered. Custom companies was the shipping company Ellas bubbles hired to deliver their product. They arrived at my home when I was at work only my disabled mother and her care giver were home. I called them to tell them they arrived it was on security cameras. They put tub outside in driveway and wanted to leave. My moms caregiver asked them to put in garage it was going to rain did not want tub ruined. They were not happy and did not use hand truck to move tub. The 2 men grabbed it and drug it across my driveway into my garage. The expoxy floor coating on my garage was destroyed. My moms caregiver had to go back inside to tend to her. I reported the damage immediately to Ellas bubbles they state they are not responsible and Custom companies said damage never happened because caregiver didnt write it on delivery slip. I paid $3,600 to get my floor fixed and someone owes me this money. I didnt ask for my floor to be ruined by this ridiculous delivery company!

  

  Business Response

  Date: 08/20/2023

  ******************* is confirmed a True Customer of ****** ******************** and referenced in our system under lead ID #****** - ********************

  Lead Creation Date: 2023-02-11 19:32:54

  Sale Date: 2023-02-23 13:54:21

  This complaint is NOT relative to the quality or performance of the product delivered and relative to the shipping carrier. ****** Bubbles is NOT a shipping carrier, nor do we handle logistics beyond the loading dock from our *******, ******** facility. We are currently in direct contact with this customer and offering courteous suggestions to escalate this case with the carrier. Although we are apologetic for the customers experience, we can not be held responsible for the relationship, guidance, and directions between the customer and the logistics company. The customer did confirm a successful delivery with this statement "I called them to tell them they arrived it was on security cameras. They put tub outside in driveway and wanted to leave." At this moment, ****'s Bubbles has fulfilled the customers request, order and delivery. All further actions were a result of miscommunication, misdirection, and any unknown between customer and carrier. No declaratives are made regarding the goods ****** Bubbles, as a Walk In Tub manufacturer, provided. We are devoted to well rounded happiness and satisfaction from our customers, even when not pertaining to ****** Bubbles, and will continue to assist the customer in all manners.

  In summary, this complaint is not relative to ****** Bubbles as a Walk In Tub manufacturer, and is directed solely toward the carrier in question. 

   

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kept getting the run around when I called them, to set up an appointment, to meet with my Mom, to send someone out to do the measurements. That way she can look thru thru their pamphlets to see which walk-in tub to choose from. They never get back with me/text me the person they lined up for me to contact. I wouldn't recommend them to anyone period. I shouldn't have to call you a couple of times, and not getting back to me.

  

  Business Response

  Date: 06/19/2023

  Thank you for promptly relaying this information, we have compiled information from the Database, Lead Profile, and the Agent working with this lead and included this below:
  Customer Complaint Type: Repair Issues (This is not accurate, the customer has not purchased a Walk In Tub from our company nor has the customer inquired about any repairs). Although the scope of this complaint is invalid, we still would like to provide more information:
  This lead was entered into our System on 6-14-23 at 9:38pm and assigned to *********************************. Customer requested an installer in their area, and mentioned they were in contact with multiple Walk In Tub companies with a definitive scope of "sending someone out to do measurements" as mentioned in the complaint. We would like to emphasize that although our agents can assist a customer in allocated an installer for their project; ****** Bubbles is a Walk In Tub manufacturer in the Chicagoland area and do NOT send agents out to customer locations, nor do we set In-House personal appointments on behalf of our business. This is outside the scope of who ****'s Bubbles is and what we offer; invalidating the expectations set forth by the customer.
  Please note that the customers email is tied to company "Scorpio Pump" with business description "We distribute a full line of tooling, consumables and safety equipment". I do not want to declare this instance as malicious, but looking at this timeline it is difficult to believe otherwise:
  6-14-23 9:38pm: Lead Entered into System
  6-14-23 9:39pm: Customer sends text: "Looking for someone in the ********, **** for my Mom, since she has medical issues."
  6-15-23 6:04am: Customer is sent a text to reach out to our office to coordinate
  6-19-23 10:58am: Customer attempted to call for the first time, the call was missed. Voicemail was left. Note added from our Agent (after call) "Customer needs installer, helping customer find one" (As we do not install ourselves)
  6-19-23 3:49pm: Report is Generated.
  It is difficult to determine where the animosity is deriving from. I have attached our call log with this customer demonstrating only one phone call was missed. Invalidating the other complaints.
  Please do not hesitate to reach out personally with any questions, although there is not much more information on this case as this lead was inserted within the last week.

  Customer Answer

  Date: 06/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************