ComplaintsforHeavenly Walk-In Tubs, LLC

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Heavenly Tubs was paid to send me a medically necessary Built-in Heated HydroJet Whirlpool Tub. I want to state that I am a low-income Disabled Senior both mentally and physically. Medicare Advantage Insurance paid them to deliver this tub. Heavenly Tub did a bait and switch. The invoice clearly states a Built-in tub. They got paid for this but instead decided to send a Portable Tub that does not have the Therapy treatment required for my treatment as requested by my doctor. This wrong portable tub they sent has wheels with portable hose connections and a portable drain. Does not have the jets needed for the hydro jet therapy that the built-in has. I have an email when from Heavenly Tub Stating they were sending me the Built-in Supreme model. This is not what they sent me. They decided to send the portable model instead and try to pass it off as a Built-in model. I have sent them many requests to send me the money for what I am out of pocket since I had to buy the correct Tub myself. The requests had been to send me the difference from what the insurance company paid them and for what I had to lay out of pocket for the correct tub that I was forced to buy as Heavenly Tub refused to comply. Unfortunately, Heavenly Tubs refuses to reply and ignores these repeated requests which were made by me and by Medicarerights Group, Utah Consumer Affairs, Emblem Health Insurance. They commit fraud in my opinion against me. Shame on them for taking money from a low-income mentally and physically disabled senior on government assistance and for pulling a bait and switch on my much-needed medically necessary therapy equipment for my treatments.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  01/05/2023

  We have never been able to review original complaint! Please send us original complaint

  Business response

  01/08/2023

  We are so sorry that Ms. *******************;fell and fractured her ankle. I wish she would have just let the installers do their job and find the breaker box and water turn off with photos and directions they were given with their work order. I know she wanted to help but, if she was confined to a wheelchair, she should have not walked down the stairs. The installers told her that they could find the turn offs.

  When we finish installing a tub, our installer goes over a 19-point satisfaction check and explain how the tub works. **** our installer did this with MS. ******* and had her date and sign this check list accept the installation and all the work agreed to perform. At that time see was very happy and pleased with the installation. (Attached installation check list of satisfaction and acceptance)

  I do not understand why ****************** has not bathed in the tub. The tub works perfectly and was demonstrated this by our installers. The door on the tub fits perfectly as I explained to her in the attached letter sent to her on December 4, 2022, in response to her letter. (See attached letter) 

  We do not make the old door that she wants. We now went to a more expensive and attractive glass insert instead of plastic. As I explained to ******************, I can exchange the door with the one on our showroom floor but cannot guarantee it will not leak. All our tub doors are fitted to each tub, to make sure they do not leak.

  When we installed the tub model that ****************** wanted, we had to take out her bathroom door. We always tell our customers we will put back the door and caulk and fill the holes, but we do not paint because it is very hard to match pain that has been on the door casing for a long time. The paint will yellow or fade over time.

  We do want to make ****************** happy with her tub we installed and will be calling her and getting our installer back over to fix any problems she thinks she has with the tub.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Heavenley walk-in tub approximately 2 -3 years ago for $8995.00. One month ago the lock on the door broke. We have tried several times to get them to come and fix the lock without success. They have to check the warehouse for the part, then they had to order the part, then they said it hadn't come yet will call when it comes, then they don't call, won't answer our calls or leave a message. Now they won't answer the phone, it just rings forever. They ordered from **********, it don't take that long for the mail to come from **********. They say they completely stand behind their walk-in tubs. You have our commitment to improve your life. My husband has R.A. real bad in his knees and I'am home bound on oxygen. WE NEED HELP. PLEASE do what you can.

  Business response

  12/06/2022

  We do stand behind our product.j This tub was purchased severa years ago. Sence then we have gone to a better door and latch. When we checked our parts  department,they were out of new latches. We had them order some new latches from a company in *********, we've waited and waited for the new latches to arive. We also have made many attemps to call them with no one answering. When we finally talked to them they told us the latches were on back order and could not give us a date when the parts would be here because they have had trouble getting parts for the last couple of years. If I could take a latch off another tub I would ! but I don't have a tub in stock with that old latch. I will work on it until we find a part  to satify  our customer.

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