ComplaintsforElla's Bubbles Walk In Tubs

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drain needs fixing on walk in tub installed August 2022. Received part from company and contacted the installer In May and June. Installer said he'd put us on his schedule but we haven't heard from him. We are willing to pay to have repaired. Is there someone else in the area who can replace the item. Thank you.

  

  Business response

  10/23/2023

  ****** Bubbles is solely a Walk In Tub manufacturer, and is not (nor does not affiliate) with installers or contractors. Customer's part replacement has been honored from our Manufacturing Facility and provided. Repair/Installation is outside the scope of ****** Bubbles provision. With this being said, we are in direct contact with the customer to assist with their needs and help alocate any contact information to the installer to expedite the ************ of courtesy.

  Customer response

  10/23/2023

   
  Complaint: 20751446
  
  I am rejecting this response because the manufacturer has not provided any solution as to any other contactor to me in the area or if anyone can help me.  The drain is right inside the door of the tub that anyone can step on it which is a very bad thing.  Also if I have any other issues with tub, I'll have no tub.
  
  Sincerely,
  
  *******************

  

  Business response

  10/26/2023

  ****** Bubbles LLC. is the manufacturer of the Walk In Tub solely, and not affiliated or represented by the installer/constractor. However, we do uphold immense customer service and satisfaction - and do strive to assist customers with issues that arrise through these non-affiliated partners. I have been informed from our ************************ that the "regular plumber has taken care of the drain". Or in other words, this case is closed and resolved with her plumber. We are happy to help

• Initial Complaint

  08/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered tub and was told the delivery company would contact me to scheduled delivery before it would be delivered. Custom companies was the shipping company Ellas bubbles hired to deliver their product. They arrived at my home when I was at work only my disabled mother and her care giver were home. I called them to tell them they arrived it was on security cameras. They put tub outside in driveway and wanted to leave. My moms caregiver asked them to put in garage it was going to rain did not want tub ruined. They were not happy and did not use hand truck to move tub. The 2 men grabbed it and drug it across my driveway into my garage. The expoxy floor coating on my garage was destroyed. My moms caregiver had to go back inside to tend to her. I reported the damage immediately to Ellas bubbles they state they are not responsible and Custom companies said damage never happened because caregiver didnt write it on delivery slip. I paid $3,600 to get my floor fixed and someone owes me this money. I didnt ask for my floor to be ruined by this ridiculous delivery company!

  

  Business response

  08/20/2023

  ******************* is confirmed a True Customer of ****** ******************** and referenced in our system under lead ID #****** - ********************

  Lead Creation Date: 2023-02-11 19:32:54

  Sale Date: 2023-02-23 13:54:21

  This complaint is NOT relative to the quality or performance of the product delivered and relative to the shipping carrier. ****** Bubbles is NOT a shipping carrier, nor do we handle logistics beyond the loading dock from our *******, ******** facility. We are currently in direct contact with this customer and offering courteous suggestions to escalate this case with the carrier. Although we are apologetic for the customers experience, we can not be held responsible for the relationship, guidance, and directions between the customer and the logistics company. The customer did confirm a successful delivery with this statement "I called them to tell them they arrived it was on security cameras. They put tub outside in driveway and wanted to leave." At this moment, ****'s Bubbles has fulfilled the customers request, order and delivery. All further actions were a result of miscommunication, misdirection, and any unknown between customer and carrier. No declaratives are made regarding the goods ****** Bubbles, as a Walk In Tub manufacturer, provided. We are devoted to well rounded happiness and satisfaction from our customers, even when not pertaining to ****** Bubbles, and will continue to assist the customer in all manners.

  In summary, this complaint is not relative to ****** Bubbles as a Walk In Tub manufacturer, and is directed solely toward the carrier in question. 

   

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kept getting the run around when I called them, to set up an appointment, to meet with my Mom, to send someone out to do the measurements. That way she can look thru thru their pamphlets to see which walk-in tub to choose from. They never get back with me/text me the person they lined up for me to contact. I wouldn't recommend them to anyone period. I shouldn't have to call you a couple of times, and not getting back to me.

  

  Business response

  06/19/2023

  Thank you for promptly relaying this information, we have compiled information from the Database, Lead Profile, and the Agent working with this lead and included this below:
  Customer Complaint Type: Repair Issues (This is not accurate, the customer has not purchased a Walk In Tub from our company nor has the customer inquired about any repairs). Although the scope of this complaint is invalid, we still would like to provide more information:
  This lead was entered into our System on 6-14-23 at 9:38pm and assigned to *********************************. Customer requested an installer in their area, and mentioned they were in contact with multiple Walk In Tub companies with a definitive scope of "sending someone out to do measurements" as mentioned in the complaint. We would like to emphasize that although our agents can assist a customer in allocated an installer for their project; ****** Bubbles is a Walk In Tub manufacturer in the Chicagoland area and do NOT send agents out to customer locations, nor do we set In-House personal appointments on behalf of our business. This is outside the scope of who ****'s Bubbles is and what we offer; invalidating the expectations set forth by the customer.
  Please note that the customers email is tied to company "Scorpio Pump" with business description "We distribute a full line of tooling, consumables and safety equipment". I do not want to declare this instance as malicious, but looking at this timeline it is difficult to believe otherwise:
  6-14-23 9:38pm: Lead Entered into System
  6-14-23 9:39pm: Customer sends text: "Looking for someone in the ********, **** for my Mom, since she has medical issues."
  6-15-23 6:04am: Customer is sent a text to reach out to our office to coordinate
  6-19-23 10:58am: Customer attempted to call for the first time, the call was missed. Voicemail was left. Note added from our Agent (after call) "Customer needs installer, helping customer find one" (As we do not install ourselves)
  6-19-23 3:49pm: Report is Generated.
  It is difficult to determine where the animosity is deriving from. I have attached our call log with this customer demonstrating only one phone call was missed. Invalidating the other complaints.
  Please do not hesitate to reach out personally with any questions, although there is not much more information on this case as this lead was inserted within the last week.

  Customer response

  06/19/2023

   
  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

  11/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  my wife and i order a shower unit through *********** it came from ELLBubble. we order a right hand drain. we recived left hand drain, we did not discover this mistake untill our old unit was taken out. this meant we had to use the unit that was sent. we incurred a lot of expense in order for the shower. out unit had to be replumed and rerouted so of course our labor and part were multiplied. i call this office and was told nothing could be done. I feel that was your fault and you should refund us for this expense.

  

  Business response

  11/11/2022

  Hi *****,

   

  I appreciate your transparent communication and ensuring that we receive your message to resolve accordingly. Please allow me to clarify that this is the entity for ****'s Bubbles Walk In Bathtubs, a manufacturer based out of *******, ** for Walk In Bathtubs solely. It is to my understanding that this inquiry is regarding an alternative product; but I still want to use this opportunity to resolve the issue you are experiencing. 

   

  After speaking to my internal department and customer care team, they have confirmed that this issue has been negotiated, agreed upon, and resolved via phone/email communication. This includes compensation for the experience, restoring your motive toward the completion of your project. Can you please confirm this approval of settlement on behalf of BBB?

   

  As always, we look forward to servicing your each and every need - and our team will be available via provided contact methods for any concerns in the future.

*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. ↩