We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Boating Club

Freedom Boat Club, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Boating Club.

Complaints

This profile includes complaints for Freedom Boat Club, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Freedom Boat Club, LLC has 129 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 42 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/29/2024

      Type:Order Issues
      Status:
      Unanswered
      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 children and grandchildren came to visit for two weeks over the holidays.I wanted them to have great vacation, so I contacted the Freedom Boat Club to inquire about renting a boat. I was put in contact with a salesman, explained to him my situation and he recommended that I get a membership.Their contract stated that during the high season there is no guarantee that a boat would be available.This worried me since my goal was specifically to rent a boat during the high season. I asked the salesman about this multiple times, and he repeatedly told me not to worry, that I would have absolutely no problem renting one over the holidays.I went ahead and spent over $3,000 on a membership.Once I paid for my membership, no boat was available.The salesman told me AFTER I paid to go on their website and there is no guarantee of availability. He lied to me in order to make his sale.Since it was a ******** of ********* a trusted company ( in my mind), I explained the situation but finally they did not want to reimburses me or compensate me in any way.I am extremely disappointed, it appears like a scam. Special for a company own by *********.Regards,*******

    • Initial Complaint

      Date:12/11/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Hello,09/11/2023 i was charged $500 to my credit card on file for resetting fuel line, once i saw charges i called billing department and explain which is follows as:I join club in June paid $3000 one time and $339 per month so when i took boat out in September and i was anchored and enjoying my day with friends once time to leave engine would not start so as i was trained by trainer **** ( Super nice trainer ) to call doc master and not any one else and that's what i did i called dockmaster ******************* and made me do several different thing to see if i get started and move so in that process i did every thing i was told to do including shut off both main battery in rear of the boat. I called tow boat that i am member with who came to help me but at that time boat was started and i was able to moved. I went back and return my boat like usually i return my boat and i was charged 9 gallon fuel used but then i was charged $500 on my card.I called billing department and talk to ***** ( Very rude and liar ) who told me flat out you reset the fuel line so you pay for that and do not want to listen to my side at all. I disputed charges with my bank but they sent master agreement which says i am responsible for charge if i reset the fuel line and my bank would not help. I called ***** again and it took me more then 10 calls and left message every time but no one would return my calls and each time i talk to her she would tell me ok i will meet you half way and i told her why would i meet at half way when i followed process you have invented also if i reset fuel line how would you know that i used 9 gallon but regardless she is totally liar and told me manager will call me but they never did. I reached out to main corporation who listen my side of story and felt bad and told me that my membership belongs to **************** LLC and they can not do anything but ***** was super nice and sent them an email asking to help me and still no answer.Thanks ******************* ************

      Business Response

      Date: 01/10/2024

      Hello. Out apologies for the delay here. In connecting with our franchise partner in South *******, we have learned that this issue has been resolved. We believe no further action is needed. Thank you.

      Customer Answer

      Date: 01/10/2024

       
      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

      Date:10/27/2023

      Type:Order Issues
      Status:
      Unanswered
      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 joined the Freedom ********* last August 2022. I joined at the same time as my friend. When we joined we asked, "What if we have to change the co-captain"? (you know divorce and separation happen). The Freedom Boat employee told us that as long as we were the main captain, we could just call and make the change, as easy as that. So, I did and I am the main captain.This situation just happened to me and I called to change the co-captain and now it is an all different story. Freedom Boat is asking for $500, proof of address, and a new contract.Nothing of that is stipulated in the contract I signed, no proof of living together was asked (the actual co-captain and I never lived together); 13. STATUS: All members must be over the age of 21 and have their own membership (except for spouses and significant others).I first called my "dock", and someone told me that it could be done but with the Tampa office. So I called the Tampa office and I was directed to a lady called *******. She told me that in some situations, the fees are waived but she had to see with *****. First ***** emailed that it was only the fees and the proof that we lived together (well not all couples live together). When I started to ask questions and where is this stipulated in my contract, I got the answer that it was not in the contract but was their rules (company policies). But if I had written proof from my salesperson, they would honor it. So I contacted the representative that I signed with and he texted back that he remembered saying that all I have to be is the main captain (no mention of any fees). I emailed the information to Freedom Boat and at that point they not only asked for the fees and the proof of living together but they now added that a new contract had to be signed...at the new monthly rate. Again, I can't find anything in the contract on how to change a co-captain. We initially paid $3900 and $212 monthly raised to $245 monthly.

    • Initial Complaint

      Date:10/10/2023

      Type:Product Issues
      Status:
      Answered
      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.
      We have had a terrible experience with the boat club. We have in writing that they acknowledge our cancellation and continue to charge our account $500 a month. We continue to reach out and we get a non sense answer each time and no refund of the funds they are taking. We also get a run around answer each time since our cancellation. The owe us multiple months of payments and are not doing the right thing.

      Business Response

      Date: 11/02/2023

      Hello *********. We have looked into this incident and found there was a break in the process on our end. You should have received a cancellation form earlier which would have formally submitted your request to exit the club. We understand the confusion and we have reimbursed your October dues and you are officially exited from the club. Please feel free to connect with us at ************ if you have further questions.

    • Initial Complaint

      Date:10/09/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 8/14/22, I took a FBC boat out of Newport, RI. When the boat presented on the dock, the employee told us he did not have time to fill the fuel or clean the boat. We had him note that there was a problem with the bow of the boat, which appeared to be tied together with a rope. After that, we signed the electronic form and were allowed to proceed out to our cruise. The only thing that happened during our cruise is that we hit one wave and the name plate of the boat snapped off the front and was retrieved on deck. During our cruise, we noted several other problems with the boat that were not discoverable when we started the cruise, such as the table that usually secures to the deck was broken. When we returned from our cruise, we mentioned about the wave and the name plate of the boat. FBC then "conducted an investigation." The investigation did not include a single interview, picture, or explanation from FBC. Instead, FBC sent us a bill for $2,500! When we reminded them that the boat (and claimed damages) were there when we started our journey, FBC reduced the charge to $2,000. Again, no explanation - just a bill. I reminded FBC that, not only did I disagree with the assessment, I also purchased insurance from them at the beginning of the season. A FULL YEAR PASSED BEFORE I HEARD FROM FBC AGAIN! Suddenly, last week, FBC said they were going to charge my credit card for the damage. I told them they were not authorized to do so. FBC did it anyway. FBC is clearly, knowingly, acting in a fraudulent and dishonest way! They are well aware the boat was damaged before I took it, that I had no way of knowing about the existing damage when I took the boat, and that FBC is in a position to bully me by restricting future reservations and use. However, I can assure them that they are picking on the wrong attorney. FBC is clearly in the wrong here, and I hope they eventually investigate at a higher level and discipline the dishonest employees who are doing this to me.

      Business Response

      Date: 11/02/2023

      Hello ****. We want to apologize for this unfortunate
      happening. We have looked into this situation and have found that our
      Operations lead in Rhode Island has followed up with you to confirm the error
      on our end and that we will NOT be billing you. If you have further questions,
      please connect with us by calling *************

      Customer Answer

      Date: 11/03/2023



      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

      Date:09/19/2023

      Type:Order Issues
      Status:
      Unanswered
      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 9/17, my friend (who I split the friends and family plan with) and I had a weekend reservation through ******* Freedom Boat Club. We got to the dock with a full party of 10, and after spending over 30 min to get to our location, realized that our boat was missing the anchor. When calling the club, they said they'd get back to me in a few minutes. When they finally did, they said our only option was to remain in place or come back to the harbor (over an hour round trip) to get the anchor. We instead spent the rest of the afternoon un-anchored trying to avoid other boats, which ruined the experience for us and our guests.I called the member experience center on 9/20 and was directed towards ******, who is apparently the lead contact in *******. I explained the situation and she said the harbor handled this wrong and that we should've been delivered an anchor (and that the boat should've been ready in the first place!). She agreed this was a a safety issue as well. I asked her to escalate to see how we could rectify the situation, she said she would get back to me by that afternoon or the next day.****** did not get back to me after that, and for 6+ weeks since then, it has been nearly impossible to get a hold of ******. There was another date where she texted me promising to make time for a call, only for her to ghost me again. I tried emailing her, calling her, texting her, with no response. I also reached out to another member of the ******* member experience team (*******) three times, each time being told "I'll get back to you this afternoon" only to be ignored each time.I called the member experience team and spoke to someone in *******, who then emailed both ****** and *******. After having to escalate this twice, ****** finally sent me the attached email apologizing and that she'd like to talk the next day, only to then go radio silent AGAIN. I'm not sure what the purpose of a member experience team is if they completely ignore their customers.

      Business Response

      Date: 06/09/2023

      Hello ******. First off, let us apologize for your experience coupled with the delay of this public response. Were so glad *************************, our local operations manager, was able to take care of your negative experience last fall.  Your experience was an unacceptable one and a core reason why we run through a thorough precheck of the boat with the member (where the staff and member both confirm safety items for the vessel are accounted for on the vessel) before it leaves the docks. As you have described the situation, the standard operating procedures were not met and that is unacceptable. Even though some time has passed, we will follow up with the local team to review our procedures and ensure this type of situation does not occur again. Thank you.

      Customer Answer

      Date: 07/23/2023

       
      Complaint: 18353168

      I appreciated *** reaching out to me and having a 30+ min discussion with me after being ignored for over 4 months. *** said he was "embarrassed" by the lack of customer service and the way our incident was handled. *** and I not only discussed my incident and a resolution for it, but we also talked at length about how this upcoming season would be better regarding communication and transparency, boat availability, customer service, and overall customer experience. Unfortunately, this has not been the case, and there have been a multitude of issues this season, many stemming back to what we experienced last year:

      -No FBC email updates have been sent since 5/12, when weekly updates had been sent out over the previous month. No updates have been emailed out since that date regarding boat status, club news, or any other relevant updates that we as members should be informed of.                                                                  -10 boats were not yet on the water between the *************, ********, and ********************** as of 5/25, despite having 5/15 or 5/22 on the water dates. It was frustrating for this many boats to be unavailable a full month into the season ahead of a holiday weekend, and the club did not have a clear answer when we asked why this was the case.                                                                                                                                                                                                    -There have been multiple problems still with reservation system preventing us from seeing available boats and securing reservations.
      -We have been overcharged for fuel several times, a continuation of fuel charge issues from last year.
      -There was a change to the cancellation policy in July without any formal communication to members.
      -An overall lack of communication and transparency: we are not receiving even a basic level of customer service. This has been a consistent issue since joining last season, despite ***** communication to us back in December that this would be vastly improved in 2023.
      -My incident that I submitted this complaint for wasnt addressed by our local club until 4 months after the incident, and this formal BBB complaint was not responded to until 6 months later. This further reiterates the lack of customer service both at the local and corporate level.

      We have not received the service that we have paid for, and Freedom Boat Club Chicago's communication, transparency, and customer service has not improved during our membership with the club.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:09/14/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      This is my second attempt at a resolution Freedom Boat Club has violated my rights and my contract and I would like my money back they have in a voice call that I have recorded as well as documented text messages stating that I was going to get my money back and I have not since had it returned to me I would like it return to me or I would like you to do something with this and I can send you all documentation. These people are scammers and they don't care if they send people out on broken boats and they lie to him to get them to agree to the contract and it only benefits them they change up the rules and what they want to have occur and then they try to make you look like the bad guy so that way you can't get your money back but I want all of my money back and I have proof that they were willing to do it help me please

    • Initial Complaint

      Date:08/07/2023

      Type:Billing Issues
      Status:
      Answered
      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 have been attempting to contact Freedom ********* at the email address and phone number specified on their member website regarding problems with monthly fees. The first issue was they never used my bank account to charge fees when they were supposed to. Second, they simply stopped charging my credit card in June and sent no notification of none payment or late payment etc. I have sent several emails and none were replied to. I have also called and spoken with member services who took my bank info again but did not charge me. They said someone would call me back, twice, and no one did. There is no method of adding a payment yourself online for monthly dues and I have sent them an email screenshooting that problem. Essentially, they have suspended my account for TWO years for none payment that THEY failed to take. They have had my credit card and bank account on file since I became a member and stopped charging me. I have made many attempts to track them down and get them to process payments and they are not. The account needs to be restored immediately and they need to process my payments!

      Business Response

      Date: 03/28/2025

      Hello,

      My apologies for the very delayed response. This club was a franchise and is now part of corporate. 

      Since this was a franchise, I do not have any past correspondence, so I have sent this to the accounting manager to review. Once I hear back from them, I will be in contact with you via the email listed on this complaint.

      In the meantime, please feel free to reach out to us with further questions at ************.

      Sincerely,

      Freedom Boat Club

    • Initial Complaint

      Date:07/07/2023

      Type:Order Issues
      Status:
      Unanswered
      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 disappointment and frustration regarding our experience with FBC. Last year in August, my family and I joined FBC with the expectation that it would be an enjoyable activity for us to engage in together. Unfortunately, our experience has not lived up to our initial expectations, and I feel compelled to bring these concerns to your attention.Upon signing up, FBC collected an initial investment from us ($6000), assuring us that there would be a boat ratio of at least one boat per ten members. However, we have found it increasingly difficult to secure reservations, particularly during the winter months when Naples experiences a significant influx of residents. Despite our efforts, we often found ourselves having to book weeks in advance to secure a boat. This has greatly hindered our ability to enjoy the benefits we were promised when we joined.In May, I reached out to ***** to voice my concerns and ultimately requested the cancellation of our membership. Paying nearly $500 a month for a service that consistently fails to provide access to boats when needed, without excessive notice, simply does not align with our expectations. During our conversation, ***** did mention that there were challenges during the winter months and an influx of members in ****** due to the closure of neighboring marinas following Hurricane ***. While I sympathize with the impact of such circumstances, I fail to understand why these issues should directly affect our membership and prevent us from accessing boats.Moreover, despite the inconveniences we have encountered, there was no offer of compensation or resolution proposed by FBC. In light of this,I respectfully requested that FBC waive the two-month cancellation policy, considering the circumstances we faced. My request was met with refusal.Its disheartening to feel that our investment in FBC has not yielded the expected benefits and that our concerns have not been met with understanding or empathy.

    • Initial Complaint

      Date:06/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Allow reckless boaters to rent and take no responsibility for any damages!!! One of their members hit our boat at Keewaydin Island on 3/11/2023. Weve submitted an estimate for repairs and spoken to ***** several times at freedom boat club and never get a call back. This is a huge hassle for us! Freedom Boat Club ignores us and takes no responsibility for the damages caused by the reckless driving of one of their members!!! POOR BUSINESS PRACTICE!

      Business Response

      Date: 08/23/2023

      Hello. We're sorry for your frustration and delay in response. Can you please give us a call at ************ so we can help direct you to our Operations team who can help better resolve this issue? Thank you. 

    Freedom Boat Club, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.