Safe Step Walk-In Tubs & ShowersReviews of safesteptub.com

They installed the tub with a defective drain. Took 2 days to fix. Tub still leaks and they "can't duplicate the problem". Tub is poorly designed, especially if you buy the overhead rain shower option. It sprays on to the shower and valve base then runs out on to the bathroom floor. The sides of the tub aren't high enough, so when you sit in it with the jets running, the water splashes out on to the floor. The fill pipe sticks out too far into the tub so if you reach down to pick up the bar of soap you dropped, you split your skull on the fill pipe. There is no labeling on the on/off valve, so older folks can't figure out how to switch from tub fill to shower etc.... There is no splash guard on the front of the tub so water runs off on the floor. And the kicker: my wife who needs a tub like this the most can't use it because it hassles the hell out of her and therefore she hates it! A $21,406.00 piece of .... you will do well not to buy.

The salesmen for Safe Step are well trained to be very friendly and enthusiastic, but MISLEADING. We were told the installers and repairmen are employees of Safe Step, so they really care about keeping the customers happy. He said, although they will have to remove your bathroom door and the frame, I promise you they will put everything back together and will leave your house exactly the way they found it. NOT SO!! They use outside contractors for both installation and repairs (if you can get them to show up for repairs). We're angry at ourselves for paying $18,900, because he convinced my husband and me that along with the best tub on the market, we were buying great service from a highly reputable company. And that was with approximately $3,000 help from Helping Hands due to medical problems we both have. Before the sales pitch and measuring were totally complete, he got a call to go out for another sales appointment, so then it was all a big rush! He went back and forth with his superiors trying to get us an even better price. Really? We knew it was costly, but along with service issues, we didn't want problems with poor installation in our house we just built 5 years ago. I quickly initialed each item in the contract so he could get to his next appointment. The installer told me he works for himself and does work for another company that is hired by Safe Step for installation. He told me that the sales rep had incorrect measurements. They cracked my door frame, the bathroom door no longer stays shut or locks, they sawed out a corner of my wall and left scratched and indented baseboards in order to fit the tub into the bathroom. How I wish I had told then to STOP THE INSTALLATION, but I wanted my tub and was under the assumption they were going to leave my home the way they found it. I was shocked when the installer told me they don't do the repairs on walls and doors. He then showed me where I had initialed that they don't do this. The installation was October 26, 2020. After a couple of calls, I finally got in touch with a service manager and was told someone would come out to fix the heater and drain in the tub along with the walls, etc. Since nobody has come out, I talked once again over a week ago to another person in service. As of this review (on Dec. 3) nobody has come out. I have called and left messages several times and have gotten no return calls. This morning, I pressed 0 for the receptionist, and I GOT A RECORDING!! Don't let their sales pitch pull you in -- it's a bunch of bunk!

I have tried in vain to get Safe Step to respond to my complaint. I have made calls, written letters, including the owner and zero response. The sales rep even hung up on me. If you want to make a major purchase with a company that cares after the sale, run from Safe Step. When I was introduced to Safe Step I was sold on the hydro therapy system which included a heater that kept the water temperature +- 1degree. I have had two back surgeries and was sold on the therapeutics. At the end of installation during the demonstration I asked about the heater. I was told there is none. None on the top of the line tub? I called the sales rep and she hung up on me. After several calls I talked with the head of installation and he said if I wasn't satisfied he would come and change to a lesser tub. With that I gave the installer a check. By the way, the installer was complaining and wanted to leave even though he showed up at 11:30. Also he left marks in my marble floor and the back shelf slanted to retain water. I gave that check in good faith to a company that doesn't understand good faith. So, after endless calls and unanswered letters, no satisfaction. The question is, if I was sold on a heater and none was installed, where in my paperwork does it state none is included? Simple question, but no answers. If the shower package impresses you, don't let it influence your decision. It is "tinker Toy" and a hand wand is as good or better.

The installation process and technicians were great here in the North Florida area. However after about 6 months, we are having door leaking issues. We have attempted to contact service more than 12 times to have this issue resolved and their response is that a service technician will call us back to setup a time to come and repair. However, we never hear from back the technician, so we continue to call service again, and again, and again, and again, ..., now for the 12th time. While I love the product and the installation was great, I would not recommend this product due to service and the leaking door. We spent a lot of money on this product and the door leaks after only 10 months ??? and we can't get a service technician to call us back to resolve this issue ???

Save your money and look elsewhere for a tub. Very overpriced for poor quality plumbing fixtures. The install was poorly done with holes punched in the wall behind the tub. The shower stand pipe was installed crooked and the list goes on. A very poor drain that either doesn't close or stay open. We've had to have our tub service at least four time now and it's just over a year old.

If you call Safe Step most likely you will get a person in sales right away. However if you have on e installed or waiting to get one installed you will have to leave a message and hope for a call back. When talking to the sales dept and explaining my frustration with getting info on my up coming installation I was told the installation dept is extremely busy. That might be enough information itself about this company. They have the people to sell but not enough for support. Oh in fairness I should add, my definition of leaving a message comes down to, you leave the message ,than stay by the phone for when and if we should call you.

1/12/17: Tub price=15,426$ (Could have bought a new Kia Soul).12/6/18: Tub flooded bathroom (tank under tub "popped" off). 12/28/18: Defuser and pump replaced; leaking continued; replaced tubing was incorrect diameter. 3/24/2019: tub flooded bathroom and kitchen. Asked for replacement or refund. 4/24/19: SafeStep said to file insurance claim; I said no. 4/29/19: Technician sent. 5/15/19: Tub leaked. 5/16/19: Ashley insinuated I was at fault! 5/17/19: Crystal called and wanted to know if I wanted "to save money" via Medicare. I should talk to agent. I declined. 5/23/19: Reported to BBB. 6/4/19: requested removal. 3/16/20: Tried tub; leaked again. 3/20/20: Still awaiting removal.

Safe Step Walk in Tub/Shower misrepresents the services and products regarding shower installation. When purchased, salesman said Safe Step manufactures, installs, and maintains their product. They do NOT. An area plumber is subcontracted to install. When I informed Safe Step representative that having a random plumber install is not the same as Safe Step installing it I was told Safe Step pays the plumbing company to install the product and subcontracting is common in construction work. I then asked if the plumbing company’s only employment is installing their product and they don’t do any other work. Representative said she can’t say that. If the subcontractor does other work then they do not have the same vested interest as a Safe Step employee. Not installing Safe Step products might cause some financial loss but not unemployment or loss of company benefits. The Safe Step company does not install their product! The standard installation package includes a rain shower head. We specifically told the salesman we don’t like those and want a regular shower head. We would not have purchased this or signed a contract if told it wasn’t provided. However, the salesman said no problem and wrote our request for a regular shower head in contract notes. Contract signed in October 2019. Work didn’t start until 12/4/2019. Contractor tore out shower on 12/4, gutting half the bathroom. Work delayed 6 days while I had a separate plumber move a water pipe in the way of Safe Step install. Safe Step contractor arrived for second day of work. On arrival I asked he check to see if regular shower head had been included. It wasn’t. Contractor immediately walked off the job doing no other work. Construction stopped while plumbing company contacted Safe Step. I was told by Safe Step representative they don’t have an option for a regular shower head. Safe Step approved contractor go to a local Lowes and buy a shower head. Safe Step representative could not explain why salesperson would say regular shower head was available. Perhaps salesman wanted to make a $10,000.00 sale rather than lose it over a $30.00 item? Doesn’t anyone at the company review contracts? Why didn’t someone at the company contact me prior to any construction to say they don’t offer regular shower heads? Salesman said Safe Step product has lifetime warranty. Received warranty on completion. The shower walls are just 3/8 inch thick sheets of acrylic material glued to drywall. Only the acrylic material and shower pan have a lifetime warranty to not split or crack. Warranty is voided unless the shower is cleaned monthly. Bet they use that excuse to void warranties. Prove it was cleaned every month. The built-in fold up chair, THE main component of the shower package, has only a 2 year warranty for defects. Installation, caulking, and “other shower components” also have only a 2 year defect warranty. Salesman said work installation would be 2-4 days. Old shower was torn out on 12/4/2019, but new install was not completed until 12/29/2019. Contractor was there a total of 4 days. Delays caused by contractor failing to show up for 3 appointments. A different excuse used each time. Another delay caused because of earlier issue with shower head. Of the 4 days contractor was there, on 2 days he arrived almost 3 hours late. Safe Step also doesn't cover any work to finish area around the install. Expect to pay a couple hundred more on that!