Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have paid in full for my shower redo with this company. When the install was finished the first of Dec I was not given the right parts to finish the job. I'm waiting for my Spectro Duo which I paid ****** for. The Contractor left on the 1st of Dec and said he would be back to install the extra shower head. The contactor also said the doors aren"t right because of a manufacturing defect, later I also found out the bottom of the right shower door is chipped. He said he would call in a couple days so we could work it out, he never called back and doesn"t work for the Company any more. My disabled wife was there when they finished and gave him a check paid in full. when I got home I discovered the back acrylic piece is coming off the wall and not sealed. I keep calling the company to resolve this issue but I just get a run around, same thing different day. I spoke to ****** ***** and she tells me that the contractor will contact me. This has been going on for four weeks. I just want a shower that I can use and the parts I paid for. I spent a lot of my hard earned money to get nothing. I want what I paid for. I will not recommend this company unless it's fixed to my satisfaction. they would feel the same way if it were them.

  Business response

  12/23/2024

  Our objective is complete the project as contracted, correct any quality errors and if parts are non-functioning repair or replace. Regional install leadership and service are working to expedite the response. We apologize for the delays. 

  Customer response

  12/23/2024

  I am rejecting this response because:   Im not getting anyone to reach out to at all.

  At least if the contractor would get a hold of me I would know how much longer I would be without a shower. I dont want to wait another month.

  Business response

  12/29/2024

  Management regrets the unusual delay and appreciates how frustrating this must be. When the offices open Monday, Dec 30th regional management will follow up. 

  Customer response

  12/30/2024

  I am rejecting this response because:   I was told Monday the Dec 30th there would be workers at my house to fix said problem. The lack of communication is horrible. I have things in my life to do as well. We have have another holiday coming up. So I need to know when this problem will be solved

  Customer response

  01/02/2025

  I have not been contacted since Jan 30 th  and I told no one will come out my way to fix this mess. Today is Jan 2nd and I have not heard from anyone reguarding my shower, What is going on.

  Customer response

  01/03/2025

  For the time it took losing out on work and putting the dog in the kennel,the parts I didnt get, the doors that dont work and the back piece of acrylic that is crooked and coming off the wall. I would like a refund of ***** so I can get it fixed properly.

  Customer response

  01/07/2025

  I took my first shower today in new shower and is little or hot water. Now what

  Business response

  01/12/2025

  Your comments and requests will be shared with regional manager. Although the delay is not normal we do regret the inconvenience and are working with local service agents to rectify and address your service needs.  

  Customer response

  01/16/2025

  I am rejecting this response because:   I was contacted by a new contractor and he said he would be contacting me by Friday Jan 17. Ive been told before this to  nothing happens but we will see.

  Customer response

  01/21/2025

  Well its the 21st of January and I havent heard anything new. The contractor is not getting a hold of me when they would. Either pay pay me half of what gave of make it happen Im loosing patience with your company its been another month and still I cant use this shower

  Customer response

  01/21/2025

  The contractor called me back and didnt know who  I even was, this is c*** if it takes longer than 2 weeks I will take you to court. So get it done.

  Customer response

  01/21/2025

  Im so mad that you took advantage of  older people and you have my money and I have nothing I can use. Thanks alot

  Business response

  01/26/2025

  Our repair contractor up-dated your records as having scheduled service with you for Monday the 27th. His assignment lists issues and material was ordered and shipped. However, if you wish to discuss your service needs further please do not hesitate to call us @ ************. 

  Customer response

  01/29/2025

  As long as you get ******* the parts to finish the last part of this project, things should be good, but again Ill wait.

  Customer response

  02/03/2025

  I have reviewed the business response and accept this resolution. 

  As long as you get ******* the parts to finish the last part of this project, things should be good, but again Ill wait.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a leak when using tub causing damage to ceiling below. I have repeatedly called for a repair person since 11/27/24. They say a repair installation person was assigned but no one calls or comes to fix it. Called 12/6, 12/11, 12/18. On 12/18 it went to voice message machine saying not available. The tub is guaranteed for life. Paid $19,158. In full. For this handicap bathtub.

  Business response

  12/20/2024

  We sincerely regret the delay. We are on it. Your comments have been escalated to a manager for review and action. Your purchase is backed by a limited lifetime warranty. While we do not guarantee the product will not fail we do stand behind our warranty to repair or replace a defective product. 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a full bathroom/shower remodel on July 18, 2024. Installation completed September after a two week delay as the technicians were missing a part A few weeks later when using the overhead shower, we noticed a weak water flow due to the spout not closing properly allowing water to exit from the tub spout. We also noticed the tub spout was loose.Called to request repair on 10/31/2024. Informed a technical would call to schedule an appointment. No call so I called back on 11/4/2024 I ordered a diverter, which I did not. Per representative Mercy, the tech who did not call or come out to diagnose the problem, ordered the part to be shipped to our home without our knowledge. Mercy informed me to call back when mysterious part showed up and a technician would repair the problem. I called once part arrived and was told technician Mr. ********* would contact us. I asked for his telephone number but request was denied. The tech did not call us back. Called back on 11/11/2024 requesting update and was told coordinator was out to lunch. Left voicemail, no return call. Called on 11/14 and asked for a supervisor, none available but one would call me. No one called On 11/14/2024 I sent an inquiry via the website and finally received a reply. Case# ******** open and I began communication with *****. It took several emails back and forth over for the next two weeks. Finally we diagnosed the problem ourselves. The part sent was not the right one and appears to be used previously. Went to **********, bought the correct part and repaired the spout as we were having guests for Thanksgiving.This is unacceptable customer service. Finally a technician called on 11/27 to schedule repair. We spoke to a representative from California Repairman today, and explained we made the repair ourselves and would file a complaint with American Standard. Called today and left a message for supervisor to call after being transferred 4 times.

  Business response

  12/05/2024

  We regret that you had this experience with our installed products. I can appreciate that you were frustrated with the customer service response as well. It appears that the problem is resolved. However a follow up ticket has been created to reach out to you to discuss further. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid them $14,500 to convert a bathtub to a handicapped accessible shower.They installed the hand held shower 5 feet off the ground. My father is handicapped in a wheelchair. He cannot reach 5 feet. The picture the salesman gave us shows the hand held shower slide starting 4 feet off the ground. They clearly made a mistake and refuse to correct it. I have called 5 times and they keep giving me the run around. I was told a manager named **** Ploutier would call me. I'm still waiting. Before that, i was told **** from ************* would call me. He never did.

  Business response

  09/12/2024

  Thank you for bringing this to our attention. We do see a recent service visit for this issue. Please allow management 72 hours to review your recent purchase and installation including completion photos. A customer care representative will follow up with you soon. 

   

  Thank you 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good evening, My name is *************************, I am having a hard time getting an adequate response from this company. I paid American Standard Approximately $18,000.00 to install a walkin Tub in my second floor bathroom in April of 2022. Since then water leaks into my first floor bathroom. This is concerning because, Im 75 yrs old, I have *** and a heart condition and I am afraid of falling from the water spillage. In addition it is causing damaging to the ceiling. *** contacted them several times and they come out and look at it but never send a plumber to fit what they messed up. I never had the problem prior to them installing the tub. Ive included there information below . Please see picture attached.

  Business response

  08/29/2024

  Our manager has reviewed your comments and your service history. There is currently a plumber scheduled to visit the 30th of August. Following the report from the plumber Safety Tubs will take actions necessary to meet the commitment as provided in your limited lifetime warranty. Please contact customer care @ ************ for additional information. Otherwise customer care will follow up with the the customer once the plumbers visit is completed. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a similar experience as all of the other unhappy customers this ********************** has.Awful, overpriced product, and the company should be ashamed of themselves for preying on the elderly. In July my grandmother spend over $20,000 for what was supposed to be a fast filling, fast draining, comfortable, high quality and soothing tub. What she received was absolutely none of those things. We were told that if we were unhappy with the product she would be able to return it for a refund. Not only has the customer service experience been terrible, but they refused to issue a refund for their terrible product. We have also received no further contact from the company to attempt to remedy this situation.I had asked ***********************, the sales person who misrepresented the product and company to us, to show me their BBB ratings, and now I see why he did not do so. Had we checked the the BBB first, we never would have gone through with giving money to these people. All they seem to have done with their business is create a means to take massive amounts of money from this countries' elderly and in need, our most vulnerable. Read other reviews to see the trail of problems they leave behind and all the terrible canned responses they dish out in hopes of still being able to s**** over the next person.

  Business response

  08/28/2024

  Unfortunately the name of the person reporting dissatisfaction does not match a customer name. If there are issues with the quality of the installation and or defects in the products provided we encourage our customers to take advantage of the limited lifetime warranty, call our service department @************, option 2 for support. With regards to our BBB rating, Safety Tubs Company, LLC has an A+ rating. 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A new walk in shower installation was June 2024. The shower doors are not lined up correctly and the glass doors are hitting one another. There is a possibility of the glass breaking and not a proper seal of the shower.It is now August and multiple phone calls have been made to American Standard with promise of fixing the issue and they saythey will get back to me. No one calls back. I have to make the calls. They are not fixing the issue.

  Business response

  08/25/2024

  We regret the delay in providing service as we sought to arrange the appropriate repair agent. We do show your service call has a confirmed scheduled date. Please call service at ************ option 2 for additional questions or concerns. 

  Customer response

  08/26/2024

  The Company came and Repaired the Issue Yesterday.  

   

  Thank you

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 17th after a sales presentation by ************************* I signed a sales contract to purchase a Liberators walk in tub for $17,995. I gave ****************** check #**** drawn on my ***** Fargo account for $2000. My right to cancel was listed as 7/22/24 before midnight. On July 18th I went to a local home improvement store and looked at a tub of the same size. I was concerned a 51" tub was too small and it definitely was. I decided at that time to cancel transaction, placed a stop on the check and filled out the cancellation notice. It was sent via express mail with tracking from post office at ******************* at 8pm. It arrived at safety tub office about noon on 7/22/24 which is within my cancellation window. According to the contract safety tub is to return deposit within 10 days of receiving cancel notice. This is now day 14 and no refund, they are in violation of the contract. I have called them 2 times now requesting refund and been told they are looking into it. Safety Tub converted my check to an ACH deposit on July 19th and ***** Fargo was not able to stop it. This H3230323539****353932H took my my money quickly and I want it returned .

  Business response

  08/09/2024

  We apologize for the delay. Your account has been escalated to the ** for expediting. 

  Customer response

  08/14/2024

  I am rejecting this response because:   I have not received my $2000 deposit refund.

  Business response

  08/18/2024

  We apologize for the delay. The refund is in the approved status. I message has been sent to accounts payable to review assure the refund payment is released. 

  Customer response

  08/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see uploaded documentation/photographs for the specific details of this case.On May 14, 2024 I contracted American Standard/Safety Tubs to remodel my bathroom. A Mr. **************************** was sent by American Standard/Safety Tubs along with 4 personnel to complete this task. At the close of May 15 stress cracks were noted in the bathtub, marks on my bathroom ceiling were noted and a water pressure problem was present in the shower head. These issues were presented to Mr. ****** These issues are what this complaint is in regards too. Again, please reference my uploaded summary document, photographs and text between myself, American Standard/Safety Tubs personnel and installers. I am including my complaint that has been opened with ******** financing, application ID: **********, case number *********I am requesting a $3,000.00 billing adjustment to address acrylic repair to the bathtub and repainting my bathroom ceiling.

  Business response

  07/08/2024

   Although we have provided service twice we regret that we have been unable to address our customers concerns. The product and workmanship is covered by a limited lifetime warranty and we will address issues as per the warranty. Service is reviewing and will contact the customer in the next 24 hours. 

  Customer response

  07/15/2024

  I am rejecting this response because:   

  This business has NOT contacted me as of today Monday, July 15, 2024.

  Business response

  07/15/2024

  We are currently exploring the right and best solution. All workmanship errors and products manufactured by Safety Tubs/American Standard are covered by the limited lifetime. Specific to the bath tub if the defects cannot be addressed products will be replaced. We encourage our customer as well as all customers to speak directly with a customer service representative regarding warranty issues and questions. Our customers recent ******************** complaints and is tracking to assure a resolution. 

  Customer response

  07/16/2024

  I am rejecting this response because:  As mentioned above, we have not been contacted by anyone. We have no idea of what is happening.   *****, your manager in your Safety ************************** is unresponsive. Mr. **** ******, your contractor, was sent out and confirmed the fractures/impact marks were poorly covered up with epoxy paint, and ***** has yet to respond or return our calls.   Who are we waiting to hear from?   Is there someone we should be contacting?  Is there a phone number and a name we could make contact with, specifically someone who is familiar with this situation?

   

  **** ****

  Business response

  09/23/2024

  At the conclusion of our last service visit we do not have any additional issues to address. However, we will contact the customer in the next 48 hours to understand the issues. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new shower stall installed by American Standard and the job was completed on 4 May. After the very first time I showered, I immediately noticed a problem. There was so much water on the floor opposite the shower stall; water leaks out of the corner where the plastic seal and the wall meet. It turns out that the wall isn't level or straight up and down, side to side. The wall, the side where the shower fixtures are, is concave on the right side from about the middle to the base. So much so, the installer had to add multiple layers of shims to the lower hinge, a thickness of about 7-8 mm. Even after adjusting and pulling the seal from the glass in an attempt to make it meet the wall did not cut it. Now the plastic seal is not properly seated in the glass pane and there is still this clear gap between the seal and the wall that allows water to splash out. This problem occurs when simply taking a shower. When you attempt to spray the wall to clean, water gushes out in volumes. I have raised this issue multiple times with the design consultant, the installer, and customer service, and the problem is still outstanding. I'm getting the run-around. Additionally, the installer broke a floor tile and it has been basically downplayed by American Standard. Now the baseboard is starting to bulge because of water intrusion.

  Business response

  06/20/2024

  Good Morning,

  I believe you have us mistaken with American Standard (corporate). We are American Standard Heating & Air, a small HVAC company in *******. We are not American Standard the manufacture (of anything). This happens often. We are not involved in this issue. Thanks.

  Customer response

  06/20/2024

   
  Complaint: 21872155
  
  I am rejecting this response because:  BBB sent my complaint to the wrong business due to my fault for not having been clear about the business.  I re-read the agreement and I found out that "American Standard Home Services" is a product of Safety Tubs Company, LLC located at *****************************************************  Please send my complaint to Safety Tubs Company, LLC.  Thank you.
  
  Sincerely,
  
  *****************************

  Business response

  07/10/2024

  We regret any errors that *** have occurred with the installation of the products. Workmanship is covered by the limited lifetime warranty. We are working to resolve the issues our customer has shared with us. Product is in shipping and schedules are being adjusted to return as quickly as possible. Records indicate we last spoke with the customer 07/08/2024. 

*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. ↩