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:06/18/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The repairs have not yet been done. Won't be done until July.

  Also, my 6 month old shower head is rusting.

  I have 4 times contacted Sara regarding this issue, with pictures,  and have not heard back.

   

  
  
  
  Sincerely,
  
  
  
  ***** *****

  be happy." I got upset.
  They came into my home and looked at my tub and shower. One person stated that because of the walls I chose, they couldn't do anything.
  I insisted that something needed to be done, and the gentleman said he'd try something. He just added more caulk. It made the problem worse. When I said, "It's even thicker than it was, and are you going to leave it like that?", he took his finger and ran it over a place where he had added more caulk with a dirty hand. I stated that "you made it worse and now it's dirty!" He got angry and said, "Maybe someone else can work miracles," and left. Just walked out. Didn't say anything.
  I contacted Sara immediately and told her exactly what had just happened. She said send pictures, which I did.
  I have heard nothing back. I have attempted to call Sara on May 8, 21, and June 3, 2025. I texted her on May 16 and June 12, 2025, to request her assistance. I have heard nothing back. I stated I was going to file a complaint. No response.

  

  Business Response

  Date: 06/20/2025

  Subject: Our Apologies and Service Update
  Thank you for bringing this to our attention, and please accept our sincere apologies for the lapse in communication.
  We recently discovered that a technical error caused messages to be forwarded to an outdated and unmonitored line. We deeply regret any inconvenience this may have caused.
  Please rest assured, we are fully committed to resolving the issue. A service appointment has already been scheduled, and we look forward to promptly addressing the shower concerns.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 06/28/2025

  I contacted my new customer service representative regarding the rust issue.  They stated it was added to item to be done on the service call.

  

  Business Response

  Date: 07/01/2025

  Service was completed with sign off today. Please accept our apologies for the lapse in communication 

  Customer Answer

  Date: 07/02/2025

  
  
  Better Business Bureau:
  

  Carefree came out and regrouted my bathroom.

  I withdraw my complaint. The repair was accepted. 

  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

  Date:06/11/2025

  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.

  On May 5,2025, Brody G****** came to my home to give me a quote on my tub remodel. I agreed to doing to business with the company on the grounds that I liked the work, price, and policy. On May 28, 2025 the work began and was finished on the same day, but after the work was completed we noticed the tile was cracked, the toilet had been pushed (I had to have a plumber come out), there was bloody spots in the bathroom where someone got cut and when standing in the shower it felt like you was going to fall out of it.
  
  I have contacted the company and Rep. on many occasions and was informed to send pictures, which we did, but I have gotten no response to the matter. We are starting to notice the shower curtain bar is starting to rust and I have called about that as well. We have left several messages but no response from anyone on resolving this issue

  

  Business Response

  Date: 06/17/2025

  Hi *******, we were extremely disappointed to learn you had trouble reaching us. Thank you for bringing this communication error to our attention and apologize for any inconvenience. Our customer service department reached out to you and scheduled service for Friday, Jun 27, 2025. Please don't hesitate to reach us directly at [email protected] or by phone at ###-###-#### for any service needs. Thank you for your business

• Initial Complaint

  Date:08/19/2024

  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.

  
  
  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. I think part of the reason they might not show record of my additional efforts to contact them is because I would typically just get transferred by the person I was speaking to to some other department and then end up having to leave a voicemail,  but the original person wouldn't always ask for my name (though I certainly stated my name in my voicemails). I would never get a call back. Regardless, I do see the refund is now in process with my credit card company. 
  
  
  Thanks,
  
  
  
  **** *******and thanked me for letting him know.
  
  Within a week or two after that, I called into the office and spoke with a woman there who also assured me my order was cancelled and that I'd receive my refund by check. She said I needed to speak with another department to finalize that step and transferred me. I got voicemail and left a message. I never heard back. I called and left another voicemail. I never heard back and so on and so on.
  
  Now, it's August, 2024, around nine months later. The deposit amount sits on my credit card accruing interest.
  
  I am a single mother who cannot afford this. I couldn't really even afford any bathroom renovation but the shower was leaking so I had to do it. Now I'm left paying not only for the replacement I did get, but also the deposit for the shower I didn't get!

  

  Business Response

  Date: 08/23/2024

  First, we certainly apologize for any inconvenience caused by this.  When we received the notice of cancellation, the deposit was processed for a refund the following day.  unbeknownst to us, the credit card processing company had a communication issue with the customer's card issuer and the refund never fully processed.  We unfortunately were not notified of the issue and assumed the customer had received it.  We also have no record of the customer reaching out after the initial calls to cancel in November of 2023, and had no idea it was still an issue.  We have corrected this and issued the customer a full refund.  In addition we will be sending the customer a gift card to hopefully offset any inconvenience this has caused.

• Initial Complaint

  Date:02/05/2024

  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.

  They also charged us for a shower  rod $122. We did not need because  we had a shower door installed. When I called and told them we didn't  need or want the shower rod I assumed  they would return our $122 but they did not. They also ordered the wrong shower door twice. What was supposed  to be a 1 day install took nearly 2 months. We would never recommend  Carefree Home Pros.

  

  Business Response

  Date: 04/09/2024

  In response to this claim, the customer saw an ad(see attached add) after installation offering half off of installation(see the attached rate card for amount charged) and wanted to ensure she received the discount.  She received a discount far greater than the one in the ad(see attached rate card and agreement) but is upset because we cannot combine discounts(see fine print on attached ad) and give her an additional discount.  

• Initial Complaint

  Date:10/20/2022

  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 signed a contract with CareFree Home Pro's on 6/8/2022. I paid a deposit of $4800.00 on that date with the final payment due at completion of $9603.20 on 8/19/2022 for a total of $$14,403.20. Their commitment was to change the bath to a shower with a ******* ********* **** **** 2" Shower. measuring 30x60 in Alabaster White. The walls are champagne Travertine signature collection smooth walls up to the ceiling. The fixture style is ***** standard chrome along with a chrome, 76" height ********* XP glass protection shower door. Accessories included one 12" and one 24" grab bar and bathmat. Included is a Shower spas/Handhelds includes handheld wand wi/th muti spray settings and slide bar mount, 8" Brass multifunction shower head and built-in diverter. One solid color Tigris soap Dish Alabaster white.
  There are stress cracks in the shower base, and it needs to be replaced. I called Carefree on 9/28/2022 @12:50 pm and left a message to have someone call me. Called again on 3:40 pm (second call) left another message, Sara called back at 4:03 pm I explained the problem she requested pictures which were sent. After reviewing the photos Sara called back to set up an appointment to view the issue and questioned the problem and asked what products were used on the system. I told her ONLY those recommended by the ********* Door and nothing else. On 9/29/2022 Carefree Rep (Jason) came to the house to take more pictures and saw firsthand the issue. On 10/4/2022 Carolyn called and talked about products used on the shower and i again assured her that only the glass cleaner approved by ********* had been used on the shower doors. She was going to submit the pictures and my claim to Jacuzzi. On 10/19/2022 I received a call from CareFree informing me that my claim had been denied and that I MUST HAVE USED SOMETHING LIKE DRAIN O to have caused this problem. However, for $1,275.00 they can fix it?

  

  Business Response

  Date: 10/28/2022

  Please ask the customer to state specifically what product was used on the shower base.  The damage shown in the pictures and also when the service technician went to the home could only be caused by the use of a non-approved cleaning substance(i.e. aerosol, solvent).  The manufacturer is denying the warranty claim due to this.  We provide multiple copies of care and cleaning instructions.  Only approved cleaners may be used, and the product the customer is claiming to have used is definitely not an approved cleaner.  We cannot be responsible for damage caused by the consumer.