Complaints

This profile includes complaints for Mobility Bathworks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mobility Bathworks

  38 Belmont Ave Quakertown, PA 18951-1379

• 

  Mobility Bathworks

  306 W Broad St Quakertown, PA 18951-1234

• 

  Mobility Bathworks

  1309 Avenue H Grand Prairie, TX 75050-2706

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:03/31/2025

  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.

  This complaint is not about the actual tub but the installation.I have tried going thru ***** for the past 3 months and he keeps brushing me off, doesn't respond and pretends he is scheduling the work but nothing ********** seems the installer did not apply a backing to the back of the tub walls (drywall) and so 2 sides of the panels are bowing out and waving, not flat. Its not noticeable unless you touch it and pass your hands on top of the panels. I only noticed it because I was applying a foam tile on top of it in order to add some color, that's why it took so long to notice the problem.All I need is the contact information of the installer or if ***** can get a hold of him and send him my way.I spent over $12k for this tub and need this fixed.

  Business Response

  Date: 04/17/2025

  Waiting on photos from the customer so we address the problem.. 

• Initial Complaint

  Date:02/25/2025

  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.

  I purchased a walk in tub from MOBILITY BATHWORKS, October 1, 2022. February ******, noticed that the front panel was coming loose. I corporate headquarters and spoke to representative *******, he instructed me to take pictures and text them to him, they were sent 4pm that day. I followed up February 14 and spoke with ***, said he will and call me ******* the 21st of February I had not heard from either ******* or ***, I called back and reached a young man, he did not tell me his name when asked and would not let me explain. Told me they were closing (it was 3:38pm here) and hung up, when I called again was no answer. Today I called again and there was no answer, I even called the ******************************* no answer. Your assistance would be greatly appreciated. I have pictures but do not know how to send them.

  Business Response

  Date: 02/27/2025

  How are you ? 
  Our answering service got the call ..
  They requested photos and videos so we can address the problem further. If we don't have photos then we don't know what part to send to address the problem.
  The photo that was sent was white and blank as shown in the screenshot. ( Picture 1 on attachment )

  
  We have texted them back to address the problem, still waiting on reply as shown in screenshot. ( Picture 2 attachment )

  We will call them back again today 

  Customer Answer

  Date: 03/09/2025

  I am very satisfied with the assistance from MOBILITY BATHWORKS. Problem was solved with in 48 hours. 

  ****** W Wells 

• Initial Complaint

  Date:01/29/2024

  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.

  9-9-2023 company salesman visited with me about getting my bath tub with shower converted to a walk-in shower. He took measurements and photos to give to installer(s) and stated that the work could be done in one day. 11-14-2023, a single installer arrived mid-day to do the work but did not have all the supplies needed which required trips to the local hardware store and ********** in **** **, 40 miles away. And some supplies had to be brought from *************.At the end of that week, he had installed the shower, the taller toilet that I requested, and the new vanity and sink. He could not install the shower door because the owner had ordered the wrong size door. When I asked why he did that, the owner told me that 95% of shower doors are 61 inches long and mine is ***** inches long. This measurement was clearly in the diagram of measurements; so, in order to get the correct size shower door it would have to be specially made and shipped to *************. I have called and texted the owner about completing the project but have received no response last week or this. It has now been 2 months and 15 days since the project was started, and I have paid for the work. Also the installer could not install the shower faucet so that the hot water position could be accessed and the toilet leaked at the wax ring. The owner sent this same installer back to fix the problems which he could not do...same leak from the toilet and no hot water position from the shower faucet. I asked **************** to fix the problems and he did, perfectly. When the right shower door is finally installed, the project should be complete.

  Business Response

  Date: 03/05/2024

  Sorry for delay on responding , I was out sick with the flu for a month. 

  1. We have addressed and have been responding to this customer by text message during the whole time.

  2. We went back and fixed the toilet and the shower faucet was not changed it is where it was originally .

  3. We made a honest mistake a sent the wrong shower door . The new shower door we order that was custom got damaged by the installer so we had to order a new one. We left her keep $1000 until the job is fully complete. We havent taken full payment yet till the job is complete. 

  4 Attached is the proof on text message with the customer .

  Business Response

  Date: 03/05/2024

  Sorry for delay on responding , I was out sick with the flu for a month. 

  1. We have addressed and have been responding to this customer by text message during the whole time.

  2. We went back and fixed the toilet and the shower faucet was not changed it is where it was originally .

  3. We made a honest mistake a sent the wrong shower door . The new shower door we order that was custom got damaged by the installer so we had to order a new one. We left her keep $1000 until the job is fully complete. We havent taken full payment yet till the job is complete. 

  4 Attached is the proof on text message with the customer .

  Business Response

  Date: 03/05/2024

  Sorry for delay on responding , I was out sick with the flu for a month. 

  1. We have addressed and have been responding to this customer by text message during the whole time.

  2. We went back and fixed the toilet and the shower faucet was not changed it is where it was originally .

  3. We made a honest mistake a sent the wrong shower door . The new shower door we order that was custom got damaged by the installer so we had to order a new one. We left her keep $1000 until the job is fully complete. We havent taken full payment yet till the job is complete. 

  4 Attached is the proof on text message with the customer .

• Initial Complaint

  Date:11/09/2023

  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.

  I purchased an Mobility Bathworks walk in tub from ******* of Freeport in 2010 ( this company has since gone out of business) to make life easier for my disabled wife, I paid over $10,000 for this tub. The tub worked finer for several years, but in the past two years I have been having a problem with a leak. The tub has been leaking in to my kitchen which is directly below my bathroom. The ceiling collapsed the first time I had the leak ,last year, and had to be replaced which cost over $4,000. At that time Mobility Bathworks sent a plumber tp repair the issue, and it was good for a while, but in the past 6 months it has started leaking again. As you can see from the photos, my kitchen ceiling is again ruined, and needs to be repaired once again. I have sent a certified letter to Mobility in Quakertown Pa in August, which was returned to me undeliverable. I have made DOZENS of called to their Rep. ***************** asking them to address this problem, as the tub allegedly has a lifetime guarantee, they also advertise themselves as a veteran run company, and as a veteran myself, I feel that I have Not been served well by them. ********** finally sent a plumber to my home, and he isolated the source of the problem, but did not repair it. i have made several more calls and texts to ********** begging for a plumber to come and repair my tub so my disabled wife can once again use its features, and ease her pain; and so I can Once again repair my ceiling, with no satisfaction, He either tells me he is working on it, or doesn't answer the phone or my messages. I want my tub repaired as per the guarantee, so it can once again be utilized, and no longer cascade water into my kitchen possibly causing more damage or even black mold.

  Business Response

  Date: 11/27/2023

  How are you ? 

  This is ***************************** from Mobility Bathworks a manufacturer of the walk in tub that resells to businesses. ******* was a dealer but they went under in 2015. 

  We have been going back and forth with the customer for the last couple months.

  Once we found out about the issue, we sent a service installer to the customers house. When the service technician went to the house, he realized  that the leak was coming from a faucet supply line from a faucet we don't sell. So without permission he used his own faucet.  Even though he used his own faucet that is not covered under warranty we are still trying to help him get it fixed. 

  In the screenshot of the text message , the customer clearly states he used his own faucet. 

  Our last conversation I found a service tech that will agree to fixed his issue for $350.00 

  Customer Answer

  Date: 12/08/2023

  I apologize for the late reply, but my wife has been ill, and I have been going back and forth to Doctors for the past few weeks.  I spoke to ***** at Mobility Bath and he gave me the name of a plumber, who I called.  The plumber came to my house and looked over the tub, and said he would not be able to repair it till after Christmas, which I said was o.k.  I am going to pay for the repairs out of pocket, but at this stage of the game, I just want the tub fixed, so that I can also fix the holes in my kitchen ceiling.  I will let you know if he does in fact repair the tub, and if it fix this long standing problem.  Thank you for your help in this matter.

  *********************

• Initial Complaint

  Date:11/03/2023

  Type:Product 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.

  We had a walk in tub installed by ********************* of Marietta and have had numerous problems. First Mobilty Bathworks sent the wrong tub and I had to wait over a week for another one. After receiving the correct tub, it had damage to the door which looked like it was dropped off a truck. Rather than wait for a new tub, we agreed to have the damaged tub installed and have the door replaced later, as we needed the tub for our disabled daughter. We are still waiting for another door for our tub

  Customer Answer

  Date: 11/14/2023

  Complaint ID ******** has been resolved 

  Business Response

  Date: 11/27/2023

  How are you ? 

  We apologize for the hassle but we can't control the circumstances that happen when a shipping company damages a item. 

  Mobility Bathworks is a manufacturer of walk in tubs that sells to **** ********* of GA.  

  The 1st walk in tub ordered by **** ********* was the wrong model ..

  The 2nd Walk in Tub ordered got damaged during shipping , which was not correctly inspected at the job site during delivery. 

  One we fount out the tub was damaged we shipped a replacement door asap, 

  *** ****** tracking # ********

  The door delivered 11/20/2023

• Initial Complaint

  Date:08/01/2023

  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.

  This is a two part complaint. One complaint against A Safe Solutions Walk In Baths in OK and the other the manufacturer of the tub H31383534333536****37H out of PA. After months of research and reading of reviews from different companies, I saw an article about A Safe Solutions Walk in Tubs in the local "The HomeMag" home improvement magazine. I researched the company and reviews and called for an in home quote.******************* came to our house on 2/19/22. We described our needs for a walk in tub. We both have bad backs and it was hard for both of us to get in and out of the existing whirlpool tub. ******#**;s primary use of our existing whirlpool was to relieve fibromyalgia attacks of crippling charley ***** in the legs from the knees down. The attacks leave her unable to walk with every muscle from the knees down going into severe cramps. The only thing that relieves the attacks is soaking in the whirlpool with strong water jets pulsing on the muscles effected.We looked over the brochure that **** brought with him. After discussing our needs we took **** to our master bath to take measurements. The tub selected needed a space 29.5 wide, 54" long, and 38" high. We found that the tub would be 112" into the bottom edge of the window sill trim board. We were ok with 1/2" of the trim board needing to be trimmed off.We chose the Care 3054 tub (even though we wanted the 3060 which **** said wouldn&#**;t fit).We requested that the jets on the back be left off, air jets all around, water hydrotherapy jets on the legs. The standard is two behind the legs just below the seat and two in front of the legs above the drain. We chose to have a hand-held shower and faucet upgraded to a rapid fill roman ******* Also, two safety bars. That evening **** called and said that after leaving he decided to add two more jets to spray on the front of the legs above the other two jets due to ******#**;s fibromyalgia muscle cramps. I was very grateful and said yes, thank you.After two weeks we were called to let us know that the tub came in damaged and a new one would have to be made and he would have the manufacturer in ****** put it to the top of the list.3/14/22 Safe Solutions install crew came to begin the work. The old tub was removed. It was found that the builders who built our house had not enclosed the walls and insulation was laying on the floor under our old tub. We had them pull off to come back the next day to give us time to insulate and sheetrock the walls behind the tub. They came back out on 3/15, 3/16, 3117, and 3/18/22. men they unboxed the new tub and brought it in we saw that it was much taller than we were quoted and the controls were totally different from the brochure. We were told that the tub shell design was changed by the import company and this was the same model as we ordered. The tub is now higher that the window sill and the bottom trim board. Had we known this when we were looking at purchasing we would not have ordered it.We had trouble with it right away. First off, ***** quickly discovered that the sides are so much higher because of the tub being taller than quoted, that you can&#**;t sit comfortably in it For her to lie back and relax with her arms on the side as the girl in the advertisement does, she would have to have her arms way over her shoulders and be very uncomfortable. The shower head would not seat into the base, the tub fill spout sprayed directly on the lap. We would preheat the water so we wouldn&#**;t be hit with cold water while filling the tub. But when we get in and tum on the cold water first we would get hit with scalding hot water. We also discovered that the two extra jets were not installed. The install crew retumed on 3/28/22 to address the trouble. They tried to tell us that the poor seating shower head was normal and that the water temp had nothing wrong. When I asked about the number of jets, *****, one of the installers, said the order was for six jets and that was all I was supposed to get. ***** then pointed out to him that there was only four jets.4110122 **** said he was working with the manufacturer to resolve the issues.4115122 **** said the owner of the factory will come up and install himself and he would come the next week to take pictures to send him.4123/22 **** came out to look at the tub and discuss the problems. and take pictures. He said he would have the manufacturer come out and install the two missing jets and look at the water temp problem.6/10/22 **** finally got back with me and told me he had heart surgery that was supposed to be a 5-day stay ended up being a 3-week stay.6/16/22 ***************** from H31383534333536****37H manufacturer out of Datlas came to look at the setup to see what they could do. He said installing two more jets onsite could be done and he would have his partner ***** from the manufacturer come plumb in two more jets.6/20122 Both came back to look at what was needed 7/16/22 ***** with H37353835**32373232H Bath came and installed the two jets and could not get them to work. He also forgot to bring with him the exterior rings to the two jets and said he would ovemight the rings for us to snap on.On 7126/22 1 inquired why I had no retum call.8/5/22 was called by ***** and told that he had COVID.8/25122 heard from ***** that he would be here on 8/28/22 - he was a no show.9/3/22 1 texted him again about getting scalded and that had not been addressed.9/16/22 ***** came back and installed a larger pump. It still did not get the jets to put out the volume that they should. They also still did not bring out the jet rings that the two new jets need. Our tub came with a ******* pump that are whisper quiet. The larger pump is not a quiet pump, far from it. V%hen you sit in the tub, it is so loud that it sounds like an outboard motor on a boat and vibrates the seat making the experience anything BUT comfortable. It is so stressful to be in a tub that does not put out the volume water jets should and is so loud it is deafening. We were told by ***** that he would get with the manufacturer to see what else he could do. He was also going to dinner with **** and would talk to him about the possibility of changing out the tub to the size originally ordered. He left a new shower head, hose and hose socket for the installers to come change out. No one ever came.9/23122 Again texted ***** from vejy Loud tub and asked about the outcome of meeting with ****. No response.On 1 119122 1 texted ***** to see why it had been seven weeks since they were here and had not heard anything about any solutions. I was told that he was on a business trip and that ******************* passed away a month earlier. I was told that **** had told him at the dinner meeting that **** would address it.On Feb 19, 2023 1 still had not heard from ***** or *****#**;s widow, *****, who i was told would be continuing the business.2/20/23 ***** got back with me via text and said the ******* pump can&#**;t be used with that many water jets and they found that the pump company doesn&#**;t sell the higher amp version anymore and that we are "STUCK" with the loud water pump. He would check on the jet rings.4/12/23 Still no more calls from *****. Time to call *****#**;s widow whom I did not want to bother. Called ***** and told her the history of the repairs and tub errors, she remembered **** speaking of it. She would call the factory and have someone call me. (Call recorded)5/11/23 After no response from factory, *****, or ***** - called and left message for ***** at ************.6/5123 Still no response from anyone. Called ***** and left message again ************.6/22/23 Called ************. Left message again. Told her this was an urgent call and that this has been going on far too long and have not heard from the factory or her even though I had left messages 5/11 & 615/23. (Call recorded)6/28123 Called ************. ***** said she talked to ***** yesterday, 6127, and owner said they finally got a quiet motor in and factory would get in touch with me or her. mentioned that had talked to her back in April & she said her health is declining rapidly and has had several deaths in the family and apologized for it not being handled sooner.7/12/23 3:05 left voicemail ************ voicemail message said I had called ************ ******* 12:16 (recorded) Told her the amount of &#***;me from installation to now has gone too long with no resolution and unable to use the tub. Its been two weeks since the last promise that the manufacturer would contact me and still no contact. Nothing is getting done. I don&#**;t think it would be unreasonable of me at this point to ask for a full refund. She said she would have to get with the manufacturer. told her I had mentioned that to ***** before and that it would be up to *************** that sold it. She was silent for a moment and again said she will get with the manufacturer. I told her I give her 24 hours to get back with me.7/15123 - left message on both ************ & ************ 7/20/23 - 1 : 15 ************ left message tried calling ************ 1:16 with blocked ID- got voicemail. Unblocked and still got voicemail.7/25123 12:02 ************. (Recorded) Left message that not retuming calls is not good business practice and makes me feel like taking the next step to get resolved. Said I really don&#**;t want to do it with everything she has gone through and to please, please call back.7/27/23 - visited H363137**3238313831H ofice. Found we needed to make an appointment. Made appointment for 7/31/23. While gathering documents for the visit I discovered that Safer solutions walk in tubs has taken down their web page.

  Business Response

  Date: 04/29/2024

  How are you ? 

  Sorry been out on medical leave.

  1. We are the manufacturer and just fulfilled the order that our customer sent to us . 

  Screenshot 29-4-2024

  2. After we got the order we shipped what was sent. The original owner of Oklahoma Walk in Tubs passed away .

  3. After we found out that she wasn't happy we went to the customer on 4 separate occasions to make her happy. She asking for a water motor that doesn't exist. We tried our best to make her happy.. The large motor is the only way we can have enough power to be suffice for that many water jets .

  The last 3 photos are the 2 water jets we added with no extra cost to make her happy..

   

   

   

• Initial Complaint

  Date:05/25/2023

  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.

  04-05-2023 $6864.25 ******* Walk in Tub White Right  Dual Massage Rain Shower Kit the tub came missing all front panels, exposing all electrical and motors that need to be covered do to shocking hazards when operating. There is also a rain shower kit that cost $475.00 that can not be installed do to missing parts. i have tried calling and emailing this business for over a month with not replies on this matter. This is not fair to me or my family to spend all this money on a walk in tub that can not be used because of the risk of being electrocuted and not having a shower head at all.

  Business Response

  Date: 06/14/2023

  I was in ***** and had issues with my vpn as a result I couldn't check my email . The customer had my cell phone number and knew to text message me with any issues. 
  

  I send screenshots of our conversation showing we took are of the problem once we came to know about it