Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the pool construction services provided by this company. Despite the agreed-upon timeline and payment terms, the pool remains incomplete, and i am extremely disappointed with the lack of progress. Lack of communication thorough the construction process , My attempts to reach out for updates and clarification have been met with unresponsiveness or vague responses. The quality of workmanship is below standard. There are visible defects in pool structure , including cracks, uneven surfaces. Additionally , the pluming and electrical system have not been properly installed, and malfunctioning equipment.

  Business Response

  Date: 10/05/2023

   

  This customer is really bad.  When we sold her the pool ,she had to have an electric heater. I tried to talk her out of it because they don't work well and they use a lot of electricity.and she insisted on electric. now she doesn't like it. we proved to her that it works. we have been to her place many times. there is no structural damage to her pool, and it has been completed for months. she has not tried to contact our office, because she has an outstanding payment due. we are ready to take this situation all the way.

  We are in the right and this person is not '

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

  Freedom Pools
  

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Freedom Pools used *********************** Freedom Pools was overall responsible for any issues or repairs under warranty after the pool was completed.This company plastered my pool and started filling it with water. A week later the pool started showing signs of cracking in the plaster. They said it was the water in ******* that caused it. So I checked my neighbors pool that was plastered by then the same exact day. They had no cracking. I give it some time as the recommended and it got worse. They came out to perform what they call a Hot Start and it took LAYERS of plaster off and now the pool is showing signed of pitting in the plaster. This is all resulting from my water not being tested prior to filling my pool. Thats exactly what the pool company (Freedom Pools and Sierra ******* has told me). They could come out and simply fix the pool, but refuse to take ownership of the situation. Horrible communication and people skills. If you have a pool built, ensure this company is not part of the process. I would avoid Freedom pools also!!

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My pool construction started 2/28/2020. It was completed a few months later around May 2022 but I was still missing a ladder install. They called to collect the balance of about 7k or so but I stated per our contract it was not completed (ladder missing) plus, I requested a final walk thru /final inspection with me. There are items I wanted address such as, the electrical wires that were supposed to run under concrete where ran on top of it, concrete that was removed then re-poured was not flush with the surrounding concrete TRIP hazard and there are puddles when it rains, every tile had goop, and there was still salt left on the band around the pool. I wanted a final walk thru to ask where the water shut off valve to the pool is, I wanted the numbers to the sub-contractors so that I could call them directly should an issue come up, I wanted to know how deep my pool is, I need the concrete fee adjusted for concrete that was not poured per my request, i wanted to know what all was moved in the electrical panel for my personal knowledge and detail about the NEW sub-panel. I know when COVID hit they got real busy and i was patient with them. I still am patient, but the account collector is kinda rude and is continuing to threaten me with collection if I do not pay. She did this to me earlier this year but I spoke to the owner he knew that I had every right not to pay in full until the ladder was installed 2 weeks ago & other items were addressed,..but now that the ladder is installed, they just want me to pay without addressing my concerns above. Lastly, there was no orientation on how to use the pool like lights & the spillwell. Balance is $1500.00 and I would just like them to fix/address the above so I can pay and we can both move on. It took them almost 2 years to install the ladder! They are over all a good company but I fee that they got super busy during the pandemic and I slipped thru the cracks & sloppy work happened.

  Business Response

  Date: 02/02/2023

  This pool has been completed for two years. we had trouble getting the step rail due to the pandemic. we called to see if she still wanted it, and we installed it. she told us as soon as it was installed  she would pay the balance on her pool.

  Now that it is installed, she wants a list of things done before she will pay. We will be happy to address her issues that are covered under her pool warranty. Unfortunately her warranty is not in effect until the balance is paid on her pool.

  This is clearly spelled out in our contract .

  
  

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

  Freedom Pools
  

  Customer Answer

  Date: 02/08/2023

   I am rejecting this response because:   While I agree that in general the pool was completed almost 2 years ago, per our contract it was NOT contractually completed because the ladder or as they call it a step rail had not been installed.  I withheld the last payment of 2k and I was clear with them that not only did the step rail need to get installed but I had concerns and wanted a final inspection with someone from their office. In construction/remodel of anything a final walk through is a MUST do.  On 1/6/2023 I have a text message between myself and ******* from their office **see attached** in which ******* acknowledges that I wanted a final walk thru and of course the step rail installed and once these were done,  I would pay the balance.  On 1/17/23 ***** came and installed the step rail, and I pointed out my concerns - the final walk-thru I would say.  1) concrete re-poured is not level and is a trip hazard   2) electrical wires were ran ABOVE the concrete when I and my electrician clearly communicated with them that the wires would be ran prior to the concrete being completed. 3) the tile around the pool after it was installed was left with goop 4) the band around the pool was left with the salt like subsense.  They didn't give it a good power wash. they just filled it with water 5) I wanted a contact list of all the sub-contractors for my records; such as the tile company, the company that installed the flagstone, electrical, concrete and what work they did directly, 6)  I wanted to know how deep my pool is 7) where is the water shut off valve for the pool 8) rundown of the electrical work (new sub panel info) - ***** did go thru the electrical work with me on 1/17/23.  9) and a deduction for concrete that was not poured per my request. 

  About a week or so later the office started to demand the final payment. I told ***** (I think is her name) that I was waiting for ***** to talk to **** about my concerns from the 1/17/23 final inspection. Because she demanded money so rudely, I decided to reach out to the BBB to help get help with a resolution as my request is falling on deaf ears. 
  

  
  

  They stated:

  Now that it is installed, she wants a list of things done before she will pay. We will be happy to address her issues that are covered under her pool warranty. Unfortunately her warranty is not in effect until the balance is paid on her pool.

  This is clearly spelled out in our contract.  

  
  

  The items I've stated above have nothing to do with a warranty.  They have everything to do with the final walk-thru of a NOW completed contractual agreement and just some owner information for my records. 

  I paid just about 50k for this pool remodel, and I expect to have a safe pool for myself and my family that will last years. I feel that if I pay them, they will not address the main issues such as the concrete / electrical concern.    I mailed them 500.00 last week and they returned it back to me.  I was trying to in good faith give them more money since they did install the step rail on 1/17/23 and was going to hold 1500.00 (2k-500)- but this just shows me that they just want their money and do not care to address the "warranty" issues once it is paid in full.  I do value my credit and I do not want this to go to collection, but I don't think it's right to pay the balance in full when I have real concerns. I hope we can resolve this asap so we can both move on. 

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m complaining about this business because they are very late on finishing our pool. They initially told us that it will last about 80 working days and I think we’ll pass hundred working days and still not completed the project we had pay in full the price of the pool. They don’t update us and when we call they are rude.

  Business Response

  Date: 10/02/2022

  This client calls me all the time asking me when the pool will be completed. I'm telling her the schedules when she calls. There has been equipment shortages this year and people had to wait until it became available to be installed,

  It's totally out of my hands when things like that happen. It's finally getting better, and the jobs should move quicker now. This client's pool was plastered on Friday.

  
  

  ****

  Freedom Pools
  

  Customer Answer

  Date: 10/03/2022

   I am rejecting this response because:
  
  We are still waiting for Freedom Pool to finish cleaning around the pool our side yard on front yard .

  We unfortunately had to keep calling otherwise the work may have taken even longer if we don’t keep the pressure. We certainly didn’t enjoy it and can’t wait to have the pool finished. 

  Thank you very much 

  *****