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EZ Step Walk-In Tubs complaints

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710 Beaver Road
Glenview , IL 60025 | Get Directions

(888) 299-7870

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Total Amount in Dispute:
$18.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against EZ Step Walk-In Tubs closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against EZ Step Walk-In Tubs

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9/17/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $18.00 Amount Settled: $0.00

Customer Complaint

8/16/2023

Ez step installed a walkin tub in my house on Feb 1st 2023 that is too small. I have to squeeze in and out to use the tub. I asked for the tub to be removed but the Company won't remove it. I'm being told to move my sink and medicine cabinet over to accommodate a larger tub which I had been instructed by my Safety Specialists Pete Saso 708 372 9727 earlier that my bathroom was too small for. Now he wants to leads to more work on my bathroom than I'm willing to do. Resolution Sought I need this Business to remove this tub and replace my wall that was taken away when my basic tub was removed.

Company Response

9/5/2023

We are 100 committed to our customers' safety and satisfaction. As a part of every appointment, our Safety Specialists evaluate the home, the project and the individual that will be using our product. Since we customize our tubs specifically for the individual and their home, our Safety Specialist always asks for a physical demonstration of how every customer accesses their current bathing situation. At times, customers refuse this very important part of the process. This leaves us to make many assumptions about how the customer moves, how they navigate the step, their posture and ability to stand and enter the tub. When this process is refused, we explain the risk to the customer before we begin to manufacture their custom tub. Unfortunately, this customer was one of the few who refused to participate. Regarding this specific customer, we have been and remain committed to her safety and satisfaction. We have sent four different individuals to visit this customer and offer solutions. We have offered to replace her tub with a shower or standard bath. We even brought an extra wide tub to her home for her to see it and test it for accessibility. This customer was again unwilling to participate. As we discussed in the initial appointment, the larger tub is too wide and would not fit in her current wet space. We would need to move the vanity 2 inches (which we often do) to accommodate the larger tub as a 32-inch tub will not fit in a 30-inch space. After our tub was installed, this customer signed all completion satisfaction documents, and they were submitted to her third-party finance company. We regret that our tub has not lived up to this customer's expectations and hope that she chooses one of the solutions we have offered without withdrawing her approval hours after we leave her home. As of the date of this response, we have not received approval to proceed with any of the above solutions. We still remain committed to her satisfaction. We would ask that our Safety Specialist’s personal cell phone number be redacted from this customer summary.

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