ComplaintsforSafe Step Tubs of Minnesota, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The *** PUMP DOSE NOT WORK ! IT IS ***** 6 months old . I called 2 weeks ago . no anwser .

  Customer response

  02/13/2024

  Purchase Price - $26904.00      Date of problem JAN. / 27 / 2024     Salesperson - *********************** / 7300  **********************  ************ ** ***** .  Cell ************  Office ************ .      Purchase Date - 9/27/23  .       Product Issue - Airpump not working . Model #: ?  New Hybrid TM  Tub .

  

  Business response

  03/07/2024

  Safe Step Tubs of MN offers a lifetime warranty on all of our products. As soon as ****************** called in our production coordinator created a service ticket and ordered parts needed to complete the service. Once the parts were received our service technician scheduled an appointment to go out and service the tub and replace the air pump. The tub is in perfect working order now. If any future issues arise please do not hesitate to call our ****************** at ************. 

  Customer response

  03/10/2024

   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.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To start off with, we continuously seen the ad on tv about how this tub helped with health issues such as neuropathy and other nerve issues. Set a date for a salesman to come and explain details to us and the nightmare started there. To find out later, all he told us were lies. He claimed this tub was big enough with no problem for either me or my husband to fit comfortably in which is no where near big enough. I am a small person 5ft4in and 120lbs and I have a hard time moving around in it. Once installed it did not work correctly and I called them to come fix it. I called several times and no answer, them my husband called and they answered his call not knowing he was my husband so they had to talk to him. Finally sent a guy out to fix the tub but it was not fixed. The jet adjuster still did not work. Now we have been calling for 7 weeks leaving messages due to the fact the water jets do not work at all but they will not return our calls. This tub is nothing but a nightmare since the day they installed it and I'm afraid will be as long as it is in our house. They have lied and ignored us since the day they got our money and installed this piece of junk on Feb 14th 2023. We would like them to get this out of here and return our money.I recently went on the website 9-18-23 to see their ads and they contacted me right away to try to sell me a tub, as soon as I told them I had one and was not happy with it they said they would have someone get back to me but they never did. They did say they were going to transfer me but coincidently got disconnected..*********************************

  

  Business response

  10/03/2023

  Safe Step does have an open warranty service ticket for this customer. This service ticket has been tentatively scheduled for this Friday, October 6th because the customer is currently out of town. As with all Safe Step products we honor our lifetime warranty, any issues that arise concerning the tub will be taken care of. ***** was an initial issue with ************************************ tub that was addressed February of this year and now this warranty service ticket. When the customer purchased this product she agreed and signed a legal ************** Step installed this tub according to the contract specifications replacing her jacuzzi tub with ************* walk in tub. Customer satisfaction is very important to us at Safe Step. We will continue to honor ************************************ lifetime warranty should any other issues arise. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I first called January 5th, 2023 because the drain button on our tub stopped working.Feb. 10, 2023 ***** and his son came to see what the problem was and said he had to order a part.He had removed the caulking around the face of the tub to get to it next time he came. It is still uncaulked.March 17, 2023 I called again because I'd heard nothing.March 23, 2023 ***** came back but he said he needed another part and would have to get his son to come with him because they would have to **** up the tub to fix it.May 31, 2023 I called again and spoke with *******. She mentioned that the order had be cancelled but would contact ***** about it.June 26th, 2023 called again and left a message. No return call.July 14, 2023 called the ********* office and was given a phone number for ********* at ************. I left a message and received no call back.July 25, 2023 called the above phone number for ********* again and left a message.About half hour later received a call back from ******* saying she had just talked to ***** and he would be by to fix our tub this last Sunday July 30 or Monday the 31st.Needless to say I have not heard a word since and am very disappointed in the service on this tub that has a lifetime warranty.I WANT THIS TUB FIXED.

  

  Business response

  08/22/2023

  We apologize for the miscommunication and delays between our service technician and production coordinator. Our customer satisfaction is very important to us at Safe Step. If future repairs are needed under the lifetime warranty we will make every effort to service the tub in a timely manner. Please do not hesitate to reach out to our service department in the future at ************. 

  Customer response

  08/23/2023

   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.

  The original installer of my tub came and had the drain on the tub fixed in just over a hours time. All of this could have been avoided if he had been notified instead of someone that was 4 or 5 hours from my home. I will be communicating with him if we have any more issues.
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been calling since November 2022 to get a service repair. I have gotten ONE call back that the service department guy would call me back--never did! I call & call & only get voice mail---I am a 74 yr old fighting cancer & am disabled-----that's why I had the shower put in in the first place. There is no way I can do these repairs myself-----I have offered to PAY for the repairs but that gets nowhere either. I am at my ***** end & don't know what else to do. This is the only bathroom I have & the bench is coming loose from the wall---I'm afraid of crashing into the bottom of the tub!!

  

  Business response

  06/02/2023

  Our company takes pride in our lifetime warranty offered to all customers. We have made every effort to contact ************************ (calling 3 different phone numbers) and have been unable to get in touch with her for several months. If ********************** will contact *************************** at ************, I will gladly facilitate the warranty work that needs to be completed. I anxiously await her call. 

  Customer response

  06/02/2023

   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.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got the tub installed on Dec. 7th of 2022.Only used twice. The pump is broke. Paid a lot of money for a tub not working. Was told could where earplugs or take a regular bath. I bought for medical and therapy reasons. Technician said he would call back. Has not called. My daughter has made calls to ****** her direct number is ************. With no reply. Her number goes directly to voice mail no matter when she calls now. I want the tub fixed. The tech was here December 31st. Haven't been able to contact anyone since then..

  

  Business response

  01/19/2023

  When a service request is made for warranty work we send a service technician out to assess the problem. In this instance our service technician stated a part was needed to fix the issue at hand. Our production team ordered the requested part and had it shipped out immediately. Once the part arrived our service technician went back to the customers house to install the new part. At this time the tub is back in working condition and the customer is satisfied. All Safe Step products come with a Lifetime Warranty. If there are any issues in the future please reach out to our service department at ************.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid cash for a Safe Step walk in tub earlier this year. When installed, the wiring outlet is hanging loose near water pipes creating a shock danger if the pipes were to break/unseal. We have requested that be corrected several times but no response. Then the micro soothe and water features went out. After 3 days of calling and leaving several messages, they finally called back two weeks ago. Said she would contact the installer. I told her he never returns calls back. If I had read all of the bad reviews on BBB, we would never have installed a Safe Step. We were guaranteed excellent customer service from the salesman and it has been the opposite.

  

  Business response

  11/21/2022

  When we received this complaint we reached out to our service technician to have the installation and service issues addressed immediately. Customer service is very important to us at Safe Step. We strive to be efficient and prompt at completing warranty work. Unfortunely our service technicians are experiencing labor shortages and delays in shipments for warranty parts. Safe Step stands behind our lifetime warranty and will do everything in our power to address any further issues that *** arise in a prompt manner. We value you as our customer and look forward to fulfilling our obligation for your lifetime warranty in a timely manner.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We love our tub but the service department in Minnesota is not very responsible. within a three week period I left four messages heard back once and then she never returned my other calls. It always went to voicemail. I would recommend the tub and installers just not the Minnesota service department. We've only had our tub 18mo.

  

  Business response

  10/24/2022

  We are sorry to hear that you have had difficulty reaching our service department. **************** is very important to us at Safe Step. After receiving this complaint we searched our company phone logs and we unable to locate calls made in to the service department from the number listed on the customers contract. However we were able to find notes on customers file that a message had been left and a return call that resulted in our service coordinator leaving a voicemail. If the customer is calling in from a number with a different area code there is a chance she is being routed to the wrong territory. This would explain the discrepancy. One of the many benefits of having a Safe Step Tub is the lifetime warranty. We have every intentions of satisfying our customers and want to provide warranty service when needed. To eliminate any confusion with the toll free warranty phone line I have included the direct dial of the ************ coordinator ************. This will ensure ********************** will be connected with the appropriate representative to address her concerns.  We apologize again for any inconvenience and look forward to honoring our warranty commitment. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a shower/tub installed through safe step with lifetime warranty and I've been calling them for a week now and no answer to fix my shower doors for the third time. My install is only a year old.

  

  Business response

  09/02/2022

  **************** is very important to us at Safe Step Tubs of MN. We did receive phone calls from ************** for warranty work for her walk in shower. After multiple attempts to return ****************** calls we eventually spoke to ************** directly. A service ticket was created on 8/25/2022 and completed on 8/29/2022. As always, ************** has a lifetime warranty on her walk in shower. If any future issues arise please do not hesitate to reach out to our ****************** and we will send a technician out as soon as possible.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have had a walk in tub from Safestep since I bought my house in 2020. When we first used it, we noticed a leak that would happen around the door handle level. At this point, January 2020, I began contacting Safestep to come replace the seal on my door. Well several times I was transfered to the rep for Minnesota; this woman never answers her phone nor does she ever call back when I've left countless voicemails for her. When I call the company all they ever do it transfer me to her. A few weeks ago, the leak got much worse to the point that the tub cannot hold any water and can only be used for showers. I have called the company several times in the last few weeks and have yet to receive a call back because again, I get transfered to the same lady who never answers nor calls her voicemails back. This wouldn't be so much of an issue if I could find a new door seal kit to buy elsewhere and have a plumber install but they cannot be found online to order anywhere. I'm so tired of this company. I'm going to have to spend way more now to rip out their crappy tub and put a new one in because I can't get a door seal replacement that would be way cheaper than installing a new tub.

  

  Business response

  08/09/2022

  **************** is very important to us at Safe Step Tubs of MN. As soon as we received this complaint we immediately reached out to the ********************** directly. We realized that ********************** was not the original purchaser of ************* Walk In Tub but we are working with this ********************** to get the parts needed for her ************* shipped directly to her to get the tub back in perfect working condition. In the future if there is any service needed please contact our ****************** directly at ************.
  

  Customer response

  08/10/2022

   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.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My parents bough a Safe Step tub for them because my father had a total knee replacement, so we needed a better tub. The tub is not even a year old and we had problems with it. The company does not get back with on time. I called the first time like 6 times until I told them that I was seeking an attorney then they got back to me. The tub was leaking, so the owner and a service man came out to see about it, and supposedly fixed it. Well about 2 weeks later it is leaking again but worst. Water in going underneath my parents floors and making the floors come up. I called them 4 times within a month of June. A person called me back and left a message, but when I called back I had to leave another message. They never called back again. My parents wants this tub out of the house. It is nothing but trouble. She is tired of mopping water off the floor. They are not paying the **** on it which is a ****** loan because they are not get the benefit out of the tub. They want it out and not fixed. If we have to get an attorney, so be it. But the tub is not worth the money of the loan an attorney all its worth is unsatisfaction and damaging my floors in the bathroom. I am an unsatisfied customer. I don't want it fixed. I want it gone because it will happen again. It happened quick the time after they fixed it, so what is it to say it will not happen again. TAKE THE *** OUT!!Thank you,*************************

  

  Business response

  08/04/2022

  We stand behind our product here at Safe Step Tubs of **.That is why we offer lifetime warranties on all products that we sell. We have been in contact with this customer and sent a service technician to their home free of charge to address and fix the issue of a tub leak. The customer is satisfied with the service that was completed. **************** is very important to us at Safe Step.  In the future if any other warranty issues arise please call our ****************** at ************.

  Customer response

  08/04/2022

   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.

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