Safe Step Walk-In Tub Company, Inc.

Safe step seemed like a good choice. I choice because they offered a shower with the tub. No one mentioned the shower was nothing more than a pipe coming up through the front of the tub. The water flows around the back of the tub onto the floor. The shower curtain doesn’t stop water from getting on the floor. The repairman told me just try not to get water on the wall. I’m out $20,000 because I’m taking it out and replacing it. I’m going with American standard.

Let me tell you about the experience my parents, and by extension, I've had with this company. We got a tub in late March 2022 to help my father with leg pain and have something safe. While our tub was being installed, the installers almost got into a fistfight in the driveway. My mother was close to calling the cops. They finally finished, and some drywall needed to be fixed, which Safe Step said they would cover. Great! It was so uncomfortable. The first bath, well... it didn't drain quickly. In fact, it took over 30 minutes to drain at the normal drain speed. I'm not sure how that is quick. We called and had the same guy who installed the tub come out and insisted it was fine. Guess what, it wasn't! We had to call again, which was an endless back and forth. Finally, someone came and provided what seemed like a fix. Okay, it worked for maybe two months. At that point, it wouldn't hold water. The only way to hold water was to put something very heavy on the drain. During this time, we also still hadn't the wall fixed. They were, to put it simply, completely ignoring us. After calling every single number, I could find, I finally got someone to listen. They confused me with another customer and proceeded to snap at me for duplicity. They never bothered to look up our address vs. another family with the same last name (Maxwell). I know, shocking! There is more than one Maxwell in the state of Washington! In September, I reminded them of all of our issues, including that we were told our check would not be cashed until we were happy. They cashed it well before we were happy. After endless back and forth, the wall was finally fixed. However, we kept experiencing issues with the tub. We sent letters to the company's president by certified mail in early October. After that, we got some calming lip service but no actual service until December 14th. After responding ad saying we got service but were still upset with how much we had to push, all we got was, "Glad things are fixed." There is no acknowledgment whatsoever that they have been difficult to work with, much less any 'how can we make this right.' (Please note that the serviceman was lovely but was delayed by a family emergency, which no one at Safe Step informed us of, making me feel like a horrible person being pushy.) If you want the tl:dr version - They have horrific customer service and treat customers like pests, and you have to beat down the door to get help. The tub, when it works right, is great, but Safe Step Step is horrific to deal with and has left us highly disheartened.

I hired this company to install a tub for my mother-in-law, as well as, referred my good friend who had a tub installed for his mother. In both cases the office staff from start to finish were courteous and attentive to detail. The crews were punctual and efficient. They carefully created masked off walkways and cleaned up everything before they left. They were very careful to make sure all details were taken care of to make both ladies very happy. Such a relief for our families to know our loved ones will be safe and be able to enjoy their tubs. Thank you so much Safe Step!!

I hired Safe Step of Huntington Beach CA to install a safe step walk -in tub for my 89 year mother they did an outstanding job with the installation from start to finish highly professional and organized crew, we loved how it turned out made the bathroom look so much better not to mention the safety factor that we as a family now don't have to worry anymore about my mom falling out of her old tub, she loves it and uses it everyday. I highly recommend them.