Complaints

• Initial Complaint

  24/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In October 2024 I filled out a form on ******** to allow Safe Step Tubs to contact me. Someone phoned me, I asked my questions, and as far as I was concerned that was the end of it. Since then this company has continued to phone incessantly, leaving voicemails every day. I have phoned them to demand that they take my number off their call list but it hasnt made any difference. I blocked their number but apparently they can still phone and leave messages on my voicemail, filling it so that I cant received messages from other callers. This has been going on for three months. I want this company to remove my number from their call list and stop calling me.

  

  Business response

  31/01/2025

  We apologize to this prospect for receiving any unwanted telephone calls. We have removed her from our contact lists.

  Customer response

  03/02/2025

   
  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,
  
  ***** *******

• Initial Complaint

  20/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Problem started with SAFE STEP when they withdrew a lge sum of money from my wife Bank Account!! without authority using a credit card No & causing the account to be cancelled without authority.!!! Safe Step Unit was fitted 11/15/24 7 is still not working correctly .!! I have contacted the firm on numerous occasions but as at this date 20/0125 the unit is still not working correctly. My feeling is that the unit is paid for & our age group is a facter in the problem.

  

  Business response

  23/01/2025

  We were sorry to hear that this customer's experience was not what he expected. A part had to be ordered for the service call and we are pleased to report that the part has arrived. The service call should be completed in the very near future. We would encourage customer to contact us regarding the confusion over the credit card and check as we are showing that the account was paid in full with no overpayment.

• Initial Complaint

  07/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted safe step tubs in late 2023 to just get a price on one of there tubs. I had contacted them by e-mail but had to include my cell phone number. I received a call back from them but it seems like my phone number was put on a random dialer because no one was on the line when I answered. Since this happened I have decided I do not want to deal with a company like this. Unfortunately they are continuously trying to call me to the point where I have had to block their number. I would never buy anything from a company like this that has to continuously harass me with phone calls. This has been going on for a couple of months. Do not call this company unless you want to be continuously called.

  

  Business response

  07/01/2025

  We apologize to this prospect for any inconvenience he has experienced as a result of our attempts to contact him. We will promptly remove him from our marketing list.

  Customer response

  09/01/2025

   
  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,
  
  ****** *******

• Initial Complaint

  06/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the 42nd day of the 15, under the "Buyers Beware Act", according to this contract, to refund my cheque for $1,800.00. We cancelled the same day the agreement was signed, Nov. 25, 2024. Two cancellation emails were received at your Burnaby headquarters. The head office told me by phone that it would be couriered to me. I was advised several times it would be couriered or mailed. As of this date, that has not been done! The last person I emailed stated: "The refund cheque has been requested from our corporate office and will go out in their next cheque run. It will be sent via courier due to our postal strike. Dated - Mon, Dec 9, 2024, 2:22PM It is obvious Safe Step does not honour the "Buyers Beware Act! Read all the complaints. Should this go to Small Claims Court, we will be asking for substantial compensation for the worry and emotional distress this has caused us, especially through Christmas. My wife and I are both seniors and I am in my 80th year. Kindly take appropriate action.

  

  Business response

  28/01/2025

  Our records show that the refund check was received and cashed. We apologize to the customer for any inconvenience incurred because of the delay in providing him with the refund check.

  Customer response

  28/01/2025

   
  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,
  
  *** ****

• Initial Complaint

  29/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband filled out an information request for Safe Step Walk-in Tubs and a sales ***resentative called immediately and requested an in-home visit. My husband and I met with a ***resentative on July 25, 2024. The sales *** gave us 2 prices, one well over $30,000 and 1 just for today at *********. He requested a deposit of $2,740.27. We were very reluctant to proceed having not done our research and we had competing expenses. The *** assured us that if we changed our minds that we had the right to cancel within 10 days and that our deposit would be returned within 15 days. The *** phoned his supervisor who stated there was no problem if we decided to cancel. The *** wrote 10 day right to cancel on the front of the contract. We decided to cancel and on July 29th I tried to fax a letter of cancellation several times and *** kept receiving a no signal error message. I sent the letter by registered mail and it was delivered to ************************ on July 31st. On August 13th I received a telephone call from another *** with a Manitoba telephone #. She had a deal for me but I could not discuss it as I was busy with dinner and had company. On August 16th we connected and she offered us another tub, older, for more than $7,000.00 less. I explained we couldn't commit at this time and that I would like our deposit returned to us and asked when I could expect it. The *** said 2 weeks to process and then 3 to 5 days for Canada Post. I expressed my concern and said Safe Step was already over the 15 days required by the Consumer Protection Branch to refund the deposit. I asked her to courier the cheque. It is now August 29th and I have a refund. Please see the attached Order of Events for more detail.

  

  Business response

  05/09/2024

  We apologize to this consumer for the delay in providing them with their refund check. The check has been ordered and sent to customer via express mail. We encourage the consumer to contact us directly if they have any additional questions.

• Initial Complaint

  23/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ive contacted SafeStep Walkin Tubs about 5 times now asking for a copy of our (Brendas and mine) receipt for our tub, as the government requires it for our income tax. Last Thursday they said they would email it to pcraft@****** Thursday 18th of July2024. Ive called them 3 times since then and they still havent sent the copy of our receipt.. As far as Im concerned, this is very bad business practice!!

  

  Business response

  24/07/2024

  Our records show that the requested receipt was emailed to the customer yesterday. We would encourage them to check their different email folders if they cannot find it. Of course, we would also request that the customer contact us if the email is not found after their search.  

  Customer response

  26/07/2024

   
  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.
  
  Sincerely,
  
  ***************************

  PS   Thank you so much for your help!  I never would have filed the complaint but after numerous attempts to receive  a copy of sale and told

  numerous times they would send it and they hadn't, I seen no other recourse. so thank you very much for a satisfactory outcome!

• Initial Complaint

  30/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Safe Step tub a little over a year ago. we had some repairs that needed to be done and after contacting you the repairs got done. So here we are again. There is a broken pipe that when the air jets are used that a lot of the air goes out the leak instead of through the jets. it has to do with the aromatherapy container. It has blown the top a few times when I have used it. it is annoying to hear that air leak when I use the air jets. I have phoned the service department and he said that he would let the technician. It has been 3 months waiting for the repairs to get done. just like last time the technician was here once to look at it and order the parts. I have had the parts for 3 months now and no word of when it will get fixed. I even phoned the technician on his phone and would not even answer the call. He never responded back to me at all. You helped last time to get the issues fixed so I am hoping for the same results this time. My customer number is ****** Thank you ***********************

  

  Business response

  30/05/2024

  We apologize to the customer for the delay in completing this service request and any inconvenience incurred because of this delay. We have spoken to the service technician today and also spoken to the customer today as well. The customer has been informed of the time frame for completion, Again, we apologize for not completing this service call at an earlier time.

  Customer response

  31/05/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  13/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 2 the only way to get a quote from them is to have an in-home visit. They came and gave us a staggering quote and proceeded to tell us how much they could deduct for us. They asked for a 20% down payment to hold the quote for one year and give us 10 days to think about it and have that refunded. By the next day we knew it was impossible for us and spoke with the sales rep on May 3rd to cancel. She said she would look after it at her end and not to worry. On May 5th our credit statement came through and that payment is on last month's bill and may start accumulating interest. On May 7th I again spoke with the sales rep and she said she would stress the need for that refund with head office. On May 9th there was still no refund and I texted with the sales rep this time and she said again apologies and she would rush them. It is now May 12th and still no refund. I am afraid they are taking advantage of seniors with this down payment and trying to keep it. I'm hoping you can step in and intervene on our behalf and get our refund back please.

  

  Business response

  14/05/2024

  We were sorry to hear that this customer cancelled their contract. Their refund was processed prior to receiving this complaint. Please note that it may take 5-7 days for the funds to be received.

  Customer response

  15/05/2024

   
  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.
  
  Sincerely,
  
  ***** And *************************

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Insurance Liability Claim due to defective vacuum hose that caused water damages to the condo underneath. Total repair costs $5,398.62. It was issued August 7th 2023 and we have had no response from the company. So, the co-owners association have come after me to pay them back through registered letters and threats. I decided in order to save my sanity I gave them a cheque to cover this claim. Any solution that you may have to help me would be deeply appreciated.

  

  Business response

  22/05/2024

  We apologize for the issues this customer has experienced with a water damage claim. We will contact her tomorrow to resolve.

• Initial Complaint

  24/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 4, 2024 a representative from the company came to my house via appointment to determine our suitability for and offer a safe-step tub for sale and installation. I accepted the offer and provided a down-payment via credit card in the amount of $3,176.25.After the representative left, I did some more research and found that the company's track record with servicing warranty requests is not very good at all, and for that reason I decided to opt out of the contract.I sent email notice saying that I wanted to terminate the contract and get my money back on January 5, 2024, one day after signing the contract. I received email confirmation that the company had received my notice and that they would be calling **** never did receive a call or a refund so I called them last Thursday, January 19, 2024 and was assured that I would receive a refund to my credit card "early next week".It is now the 24th and no such refund has occurred. I note that there have been other occurrences from their other customers where they had to resort to filing a BBB complaint in order to get a refund so this is why I am here.Note that your site did not allow me to enter my actual postal code which is V3C 6J6. (I had entered "*****" in that field because it was the only way in which I could electronically file this complaint).

  

  Business response

  29/01/2024

  Customer's down payment has been refunded to his credit card. It may take several business days for the refund to be visible on customer's statement. We apologize for the delay in returning the down payment. Our records show that we called customer on January 8th to discuss his cancellation. It appears that customer was out of the country, and we were going to call again on January 22nd when they returned.

  Customer response

  30/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Although they have alleged to have refunded the money on January 24, it still doesnt show up as being refunded to my credit card as of January 30.  Further, the Consumer Protection Act is quite clear when it comes to specifying when such deposits should be repaid.  It is 15 days (not business days) from the date notice cancellation was provided.  Because I cancelled within the 10 day period as provided by law, I dont have to give a reason nor do I have to wait around for a phone call.  You knew at the outset that I would be out of the country, yet you insisted on going forward anyways.  You were bound by law to have returned my deposit no later than January 20, 2024.

  I have now undertaken additional collection action in a bid to recover my deposit from you.

  
  Sincerely,
  
  *************************

  

  Business response

  31/01/2024

  The refund was debited from our account on January 25th. 

  Customer response

  05/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  It has been well over 5 business days and the refund has not shown up in my account.  Unfortunately, in order to recover my deposit, I had to file a dispute with my bank to undo the original charge that was made to my credit card.  My bank has given me a credit for this while they sort things out with this vendor.

  Although the vendor claims that the money has been deducted from their accounts, they have provided no actionable evidence to date to support their claim.

  Perhaps they sent it to the wrong person or place.
  

  Sincerely,
  
  *************************

  

  Business response

  08/02/2024

  We have received notification from customer's bank that our refund was not accepted because he filed a dispute. We have emailed an explanation of the course of events to his bank. It is our understanding that if the dispute is dismissed, the bank will accept the refund.

  Customer response

  09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I filed the dispute with my bank because you did not refund me within the time limits as set out by the Consumer Protection Act (**).

  As of today, the matter is still unresolved.

  It won't be resolved until the investigation is complete and I am made whole.  Therefore please stop attempting to close this matter with the BBB until this is actually resolved.

  Sincerely,
  
  *************************

  

  Business response

  09/02/2024

  We continue to attempt to refund the down payment. We have made no attempts to close any complaints. Instead, we have timely responded to the complaints made. We have been in contact again today with the customer's bank in an effort to bring this matter to closure.

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not, as yet, received any refund from the vendor.  Once I receive the refund, I will then consider this matter resolved and will close this ticket.

  Until then, it stays unresolved.

  
  Sincerely,
  
  *************************

  

  Business response

  21/02/2024

  We have taken the necessary steps to have the refund returned.

  Customer response

  22/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I just now talked to my bank and they say that despite their attempts to contact you, you have not responded.  Furthermore, they say that had you actually issued a credit to my account that they would have accepted it and the case would have been closed by now.

  I went through this same procedure with another vendor and that is exactly how it transpired.  They issued a credit during the dispute, the bank accepted it and the case was then closed.

  For the above reasons I do not believe you are being truthful with me in these communications.

  For openers, you need to respond to my bank's query of you.  Or issue the refund to my credit card ending in 7363.
  
  Sincerely,
  
  *************************

  

  Business response

  28/02/2024

  We refunded the down payment in full on January 24th per the first attached document. The money was debited from our account the next day,January 25th. We were then informed that **************** credit card processing company was unable to process the refund because he filed a payment dispute, per the second attached document. Per the third attached document, we accepted the payment dispute on February 9th, within the time requested. As stated in the third document, **************** credit card company thanked us for submitting a response and stated that they would email us within 3-5 business days if they needed anything else from us. As also stated in the third attached document,the credit card company stated that the disputed amount will be held until the dispute is resolved by **************** bank. We have no record of receiving any communications from **************** bank.
  

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The refund still has not been received by my bank.  Further, my bank says that they have not received any communication from you regarding this matter.

  
  Sincerely,
  
  *************************

  

  Business response

  08/03/2024

  We have attached what we have received from the credit card processing company, which states that the disputed amount has been returned to the customer. 

  Customer response

  08/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have looked at the *** that you attached.  You may wish to look at it also since it is not for the correct amount.  The amount allegedly refunded per your screenshot is $3,166.81 where the correct amount to be refunded is actually $3,176.25, per our earlier correspondence on this thread as well as my initial email to you on this topic.  Perhaps this is why it is not going through.

  Further, that screenshot does not say at all who the payment was going to nor the credit card (last 4 digits) it was going to.

  For all of the above reasons I believe you have processed this refund incorrectly and that is why it has not happened.
  
  Sincerely,
  
  *************************

  

  Business response

  21/03/2024

  We have attached an email from the credit card processing company, which states that (1) it has accepted the dispute, (2) customer's bank has been informed that the payment should be credited back to the cardholder's account and, (3) customer should be referred to their bank for more information on when to expect the credit. The money was debited from our account weeks ago. We have called the credit card processing company numerous times along with sending numerous emails. We cannot control the timing of the actions of the credit card company or the customer's bank. Per the credit card processing company's email, customer should contact their bank for additional information.    

  Customer response

  25/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Again, if you actually look closely at your own documentation that YOU have submitted, you will see that you were trying to process a refund for the WRONG AMOUNT.  It was actually a lesser amount than what you owed me.

  Note that this was resolved separately and apart from your own (in)actions to resolve.  Honestly I don't know if you were trying to refund me less on purpose or whether you are just inept.  In any case, people need to be aware of how you treat your customers before they are pressured into a buying decision; basically that you all ignore the provisions of the Consumer Protection Act.

  Had you followed the law (as any good company would), we could have avoided all of this unpleasantness.
  

  I can only imagine what would have taken place had I not filed a dispute with my credit card company :(

  I would probably still be waiting for the correct refund :(
  
  Sincerely,
  
  *************************

  

  Business response

  26/03/2024

  The documentation provided by Safe Step shows that on January, 2024, the exact amount of the down payment, $3,176.25, was refunded to the credit card company. On January 25, 2024, the exact amount of the down payment, $3,176.25, was debited from our account. Because **************** disputed the transaction, the return of his down payment was delayed.
  
  Regarding the $3,166.81 figure, the credit card processing company has stated that this was the amount disputed by **************** bank. Indeed, per the attached email, the credit card processing company refers to the $3,166.81 figure as the customers payment dispute. We have no control over the figure submitted by **************** bank for the dispute. **************** inference that we are somehow using a different figure for the purpose of gaining less than $10.00 is belied by the provided documentation. **************** additional inference that we are somehow to blame for his own banks error is unfortunate.
  
  **************** states that this was resolved. Consequently, at this point, we would request that this complaint be closed.
  
  

  Customer response

  27/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that this matter can be closed.

  I never have agreed that the business's response was acceptable but since I have been made whole by my credit card company, there is little point in pursuing this matter.

  Buyer beware.
  
  Sincerely,
  
  *************************

*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. ↩