Carefree Solutions LLC

I maintain home warranty coverage through Landmark Home Warranty, which includes coverage for my swimming pool. I submitted a claim on the evening of Sunday February 1, 2015. The pool pump motor failed, among other things. The home warranty company referred the service call to Carefree Solution. I received a phone call from Cassandra Wynne shortly before 1:00 PM the following day. Ms. Wynne represented that someone would call me by the close of business, and confirm an appointment. The phone call never came. I left a voicemail and e-mail to the company expressing concern about unreasonable delays in fulfilling the service request given the circumstances, and that someone complete the service request the following day. The temperature had been at, near, or below freezing for at least two days, and I was worried that my pipes would burst. The forecast for the remainder of the week also called for similar temperatures. Ms. Wynne e-mailed me the next day, apologizing for the belated response, which was due to the company "running behind" the previous day. Several hours later I receive an e-mail copy of a work order, which had a due date of Monday February 9, 2015. I wrote Ms. Wynne a follow-up e-mail indicating that my understanding of the company's response was that the situation was not urgent and it can wait for a week, but if my understanding was not correct, to have a technician dispatched immediately, to avoid potential liability for unreasonable delays in repair. Ms. Wynne responded that the company is not responsible for any delays in repairs, and if February 9 wasn't "fast enough for [me]" to contact my home warranty provider, and select another provider. I did as Ms. Wynne suggested, and was referred to Pool Care Specialists, who did an excellent job, in a expeditious manner. This business was aware of an urgent situation, and left itself and the customer vulnerable, because of their self-serving business practices. If the company was running behind and not in a position to service my claim, it should have informed the home warranty company and myself that it could not perform the request, that the situation was urgent, and to seek another pool services provider immediately. This would have been the ethical thing to do under the circumstances, and there would be no hard feelings. However, the business was more interested in booking potential business, without consideration of a customer's needs. When it became clear that a customer would hold them liable for delay in service, their true colors showed.

When the new pump was installed, I took pictures and notified the warranty company of the extremely poor workmanship regarding the electrical wiring to the new pump. When installing a new pump, it is typical to install a new electrical whip from the timer switch to the pump. The wires were left exposed going into the pump though they did have insulation on them. Guess what.....last week the pump started arcing and tripping the circuit breaker so yet again my pool could not circulate....this of course during the winter weather putting the plumbing at risk for damage due to freezing. My warranty company finally sent out a different contractor who took one look at the work and commented that he would not let whoever installed my pump even wash his truck the work was so bad. The pump had not been grounded properly and a wire was missing for this purpose and could have been an extremely serious safety issue. The new contractor was able to install the new new power whip in a manner of 15 minutes or so......proving once again that Carefree simply does not Care at all...... Avoid this company unless you want unprofessional, non workmanship like repairs, and a complete lack of responsiveness from the rude and argumentative office staff.......

Care Free is an excellent name for this business. Warranty repair requested through my home warranty company. Called me back late on Friday and said they could not come out until Monday. Didn't show up on Monday. Finally showed up on Tuesday while I was out of town but I had left the gate unlocked for them. This is when it got really good......Their technician told my home warranty company that the above ground plumbing leak was due to an improper installation and that the bolts holding the filter seal where incorrect........interesting since the bolts appear to be original or at least several years old and in the year I have owned the house there has been no problem with the plumbing or filter.....if it was really an improper installation seems like it wouldn't have been working properly the year I have been here......Additionally the technician claimed I had overtightened the union on top of the pump....again interesting as I had never touched that part of the pump or plumbing. Also claimed the installation going into the strainer basket was improper......amazing since it is PVC pipe.....not sure how that could be installed improperly and actually work at all and again has been working since I purchased the house over a year ago......I did rub pipe cement on the outside of a small area of one piece of the PVC pipe hoping it would seal the crack until the company came out several days later so the pool could circulate given the Texas heat and the fact it is surrounded by bushes...... but it did not work.....It also did not cause any additional issues and yet the technician claimed I had installed a union / connector......again something that had been there since before I owned the house and had been working fine.......a simple follow up phone call to me could have cleared all of that up......And to top it off, after claiming all of this, did not have the courtesy to even let me know. I found out about all of this after arriving back home several days later. No phone call....nothing..... It gets worse......I received a phone call from this company today, Monday, a week after they were supposed to show up, 6 days after they did show up, and 3 days after I called and left a message questioning why they had failed to do the work and abandoned my pool to fester. Heather, instead of listening to me decided it was more productive to argue with me and make statements that were not factually accurate. She stated that either I or someone else had overtightened the union on the pressure side of the pump stripping the threads causing the leak. Again, not a true statement, as one, I had never touched it, and two, that is not where the actual leak problem was located. The actual issue was on the feed side of the strainer basket. She continued to talk over me until it became heated and she decided to simply hang up. I would fill my pool up with cement and make a tennis court out of it before I would let this company near my house again.

Carefree always did a good job. Occasionally, they would miss an appointment, but they would either return in the next couple of days or they would issue a credit. I enjoyed having them as my pool service provider.

Sep 2012: Carefree replaced the pool timer switch. Dec 2012: The pool timer stopped working again on and it was found that the power wire was not tightened properly and had come lose, resulting in the timer to stop working. This was during the winter freeze and was a nightmare as the pool pipes froze before Carefree could schedule a time to come fix the problem. They did send the same tech out, who fixed the issue (or so we thought). Apr 2013: The pool switch wire burnt up tripping the mains and shut the whole system down. Carefree was contacted again and this time they indicated that the electrical work was beyond their scope as we needed extensive electrical rewiring and that we had to get an electrical company to fix the wiring. We requested service from Speedy Electric, who said that the wiring was not unusual at all and had the issue resolved and the pool equipment working in less than 15 minutes. The electrician also showed us the root cause which was the pool timer switch wire not being tightened correctly. This caused a burnout of the plastic connector resulting in an electric surge that ground out the booster pump. I now have the added expense of replacing the booster pump. I called and explained this to Carefree along with the report from the electrician, but they still insisted that they had done their best with what they had to work with , which is ironic, because the electrician had even less to work with, what with the burnt portion of wires and all. He indicated that the pool company was just shifting blame and got the system fixed in no time. Carefree said they would replace the booster pump if I paid for it in full along with their labor costs, for which I said thanks, but no thanks.

I appreciated the honesty, and his tip/guidance to fix my water leveler issue by myself instead of doing the work for 5 mins and charging me the $100.

We are new to having a pool in our home. This company was sent out by our Home Warranty One Guard. Just like any company they will try and sell you their services but were not pushy in their tactics. They took the time to explain everything and show us why we were having the issues we were. I felt comfortable with what was being said as well as the work done. I would not have a problem in hiring them for other services, as of today. The $59.00 represents my fee for home warranty not their total cost of repair.

My prior service company really let me down. I called Carefree to see what they could do. They promptly came out, made a thorough inspection and quoted a reasonable price for repairs. Since that time, I have hired Carefree as my full time pool service company. Although Carefree is not the cheapest option you can find, they are reasonably priced. What they do provide is the best service that I have ever received in the ten+ years of owning a pool. They are extremely responsive and provide quick and professional service seven days a week. I could not be happier with Carefree and will continue to use them as my regular service company. I highly recommend them.

2010: Great: (Flower Mound pool) The owner came out within 24 hours to fix the problems. He attributed them all to minor things that he fixed on the spot. He gave us 1/2 off repairs and filter clean for becoming a weekly clean/mtx customer. He explained it all. He did an initial test to see if we were losing water and then hired a sub to do a professional dye/pressure test which found minor leaks that could be solved with putty/grout. At my second house, my pump started making an awful sound. Another company said the pump had to be replaced (without even looking at it. The owner of Carefree Solutions found that it was a much less inexpensive repair on the impeller that could be replaced for 1/4 of the cost. They are available at any time to speak to in person. I love this outfit and use them for both my homes with pools. (My experience with the last two pool services made me really appreciate CareFree Solutions!) 2011: Terrible. (Flower Mound and Grapevine pools) Having had their weekly service for two years, and adding in another home's pool service, their service diminished terribly and their recommendations for repairs and switchouts were highly questionable. 1. That filter top that popped off above popped off several times in 2011. They insisted that the only plausible repair was replacing the whole filter (cost just under $2,000 plus install). I called the manufacturer and another repairman who said that all I needed was a new band to keep the top on -- under $100.) 2. In my Grapevine pool, they didn't know how to service a salt system so the woman (his new wife, Heather) tried to get me to change over to a chlorine system at high cost. 3. She became the main contact and I couldn't reach Chris, even when I said I needed to talk to him before I cancelled the service. Response times for repairs went out weeks and the weekly service guy said that Chris had taken on some commercial work out of town. So, apparently, he left his business in charge of his wife and the serviceman, whom she had admitted had several complaints, including mine. 4. I felt my conversations and e-mails with Heather were highly unprofessional. When I lost trust, I checked things out with others, including Leslie's. Heather vehemently swore that Leslie's was lying. In those words. I complained to Chris via e-mail how bad it all was, and he didn't change anything, so they lost my business. If this is disputed, I kept copies of all e-mails. I'm reporting only to help prevent a member from going through anything similar. .