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:26/02/2025

  Type:Product 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.

  Bought new hot tub just before mothers day.December 4th led lights stopped working, called Dec 5th was told someone would come next week. Called back 2 weeks later was told not high priority. Have been calling talking to staff, leaving voicemails, even called the owner and his sister... **** staff do call you back they raise their voice and curse, *** ******** told us "go fix it yourself" just because he couldn't figure out how to remove the access panel, and tried to tell us we have to drain the tub, funny thing is we took a screwdriver removed two screws and was able to access the panel in less than five minutes... And we are very new to hot tub.Unlike a company in sells "thousands of hot tubs"If your looking for a pool or hot tub I'd look elsewhere, like ****************************************. (Where we now buy chemicals and get water tested)The poor attitude and customer service starts at the top with ***** ***** and his sister (owners), sales *** ********, right down to the "kids" that test the water.After our experience we wouldn't buy a mud puddle from carefree pools

  Customer Answer

  Date: 26/02/2025

  We bought the brand new hot tub just before Mothers Day, paid them in full. On Dec. 5, we phoned them about the LED lights not working. We talked to the operations manager and the owner and many people there and we can't get anywhere with any of them. They raise their voice at us. *** ********, the operations manager, was yelling on the phone and called me a f****** idiot. I take this as a breach of the warranty because he told us to go fix it your f****** self. We contacted the manufacturer and they said we had to go through Carefree Pools because of the warranty. We asked them if they could transfer the part to a different business. The manufacturer said they were sending the part to Carefree Pools. We don't feel comfortable with them on our property any more. We would like to get the part from Carefree Pools and have them pay for the installation of that part in our hot tub by another company.

  Customer Answer

  Date: 05/03/2025

  We got a call from the manufacturer of our hot tub and they relayed a message from Carefree Pools.   He said it would be best in everyone's interest if we parted ways.  They said they would give our money back and we could keep the tub.  About half an hour later, I get a call back from the manufacturer and they said full refund and they get the tub back.  We have given them terms on what we would like and the terms are since they want to give us a refund and give us the tub back they are to give us a certified check or cash, exact day and time they are coming, and we will have the police here as witnesses until they take the tub away and we will sign the documents that they provide that we have received the payment and they have received the tub.  We have no problem with these terms.  We gave them 2 different numbers and 2 different email addresses so they contact you.  
  

  

  Business Response

  Date: 20/03/2025

  The person filing this complaint is not our customer; his mother is.  I'll provide a signed receipt as supporting documentation.

  Customer Answer

  Date: 20/03/2025

  Complaint: 22994214
  
  I am rejecting this response because:
  I filed complaint on behalf of my mother "yes" due to the fact she has had major surgery. 

  The issue has since been resolved.

  Carefree pools has issued a refund and they received their hot tub back.

  On another note: carefree pools is well AWARE of my mother's surgery and that I live with my mother AND am working on behalf of her as her Power of Attorney. Also should I remind Mr ******** that I was their the day the tub was picked out and paid for? And on the invoice it's self under "job" it states ***** & *******"

  Would *** ******** like a copy of the power of attorney? I will be more than happy to stop by the store with said documents.

  Maybe instead of calling your customers f****** idiots and that they should fix it their f****** self... They should APOLOGIZE for not fixing something as small and simple as LED lights. 

  It's kinda funny that their OWN workers who picked up the tub said *** is the problem with the company, and hear from customers all the time about his "customer service skills" or lack of.

  I think Mr ******** is a lil "butt hurt" that he meet his match with this customer, and now has to lick his wounds

  The issue has been resolved and we will never deal with carefree pools again and will advise family and friends to do the same.

  Sincerely,
  
  **** **** & ***** Cole