Complaints

This profile includes complaints for Freedom Star Home Improvements's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freedom Star Home Improvements

  2695 Patterson Rd Ste 14 Grand Junction, CO 81506-8815

• 

  Freedom Star Home Improvements

  560 S Westgate Dr Grand Junction, CO 81505-6920

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:05/05/2023

  Type:Order 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.

  We entered into a contract with Freedom Star on 8/1/22 to have our soffit/fascia, gutters, and siding replaced. They took a deposit of 50% of the project cost which was $7500. We were told that the project would be completed In November of 2022. In November of 2022, we were told the project was delayed and it would be completed in December of 2022. It was not. In January of 2023, we had to call several times to get updates and we were told they would get back to us. They never did. This continued weekly until April of 2023, when we were told that we had an install day of 5/2/23 and that it would not change. That day has come and gone with no communication from Freedom Star. We have called every day, multiple times a day while leaving messages with no response. We want our deposit back but they will not give the full amount back to us.

• Initial Complaint

  Date:04/12/2023

  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.

  In September 2022 I contacted Freedomstar to put a new roof on my house. The guy that came out said it would be easy and only take a day as my house is small and doesn't have any weird peaks or angles. He set me up on a contract as I need to use them for financing. I was told the project would be complete on October 9th 2022. They received a down payment of $2500.00
  They never contact me to tell me when my roof will be done. They have changed the date 6 times and I only get information when I call them. Over the last couple of months they have been ignoring my calls except when I gave them a Google review. I was told my roof was scheduled for March 27th 2023. No one showed up. I have called and left messages with no response. The last time I got ahold of anyone they said they would find out the delay and call me back right away, I informed them my loan time ran out and they called the bank and had them extend the loan. I have heard nothing back on my roof and its still not done today 4/12/2023

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service 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.

  A couple years ago, we had Freedom Star (then just Freedom Construction) install siding on our house. At the beginning of this year, we contacted them because some of the siding warped and we needed warranty work done. After several unreturned calls, we finally got a hold of someone and they came out to look. They said they would order the panels. It's now April and we cannot get a straight answer as to when they will even get our panels. We keep being told they will be on the next truck and they will let us know but, then, crickets. No return calls or answers. When we call them again, we get "I'll check and get back to you". No one gets back to us to even let us know there's a delay. Misty, once called back and left a message telling us that they should be on the next truck and that she would call us that Wed but.......we heard nothing. I called yesterday and spoke to Kim who promised she would get an answer and get back to me , she did not.
  Prior to yesterday, my husband has called many times speaking to Kim and heard the exact same jargon with the exact same response. None. When I called today, Kim said that she emailed Misty multiple times but didn't get a response so, I was told I would need to make an appointment and go down to their showroom if I wanted to talk to someone that could give me any answers. That's ridiculous! I need to know if my siding is coming and when I can expect the completion of the work covered by their warranty. I am just floored by the utter lack of customer service. I am trying to avoid legal avenues but, I fear, they are going to force it. This is my last resort before going that route. Please help get a resolution.
  Thank you for your consideration,
  ***** *********

• Initial Complaint

  Date:04/04/2023

  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.

  I contracted with Freedom Star to replace my siding in May of 2022. At that time I was told that the installation would be done around the end of October 2022. It is now April of 2023 and they have not started any work. I have called repeatedly to get information on the schedule, and each time I get a different answer or no answer at all. One of the most common "excuses" they give is that the manufacturer of the siding is not sending material. I find this hard to believe since my neighbor recently had siding installed only weeks after purchasing their house. At this point, they are not even returning my repeated phone calls. I have other contractors that I have paid deposits with that are waiting for the siding work to be complete and this delay has created a significant issue for me and my other contractors. I understand that the contract excuses them from "uncontrollable delays", but I am skeptical that this delay is not their own responsibility, particularly considering the other numerous complaints on the BBB site regarding this same issue. At this point, I have no faith that they intend to complete the work, even though they received half of the payment. They have provided no solid evidence of any uncontrollable delay and are not providing reliable information, or ANY information to me regarding the work. I would like a response from them with a FIRM installation date or a letter from their supplier documenting the delays and providing a guaranteed material delivery date. Otherwise, if they are not able or willing to do this, I would like my contract canceled and the money returned to my lender, plus any interest that I have incurred during this delay.

• Initial Complaint

  Date:03/14/2023

  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.

  I canceled a roofing contract. I accepted the fact that I was going to lose 25% of my downpayment. The down payment was $10,807.50. Apparently the down payment refund of over $5,000.00 was written and mailed. However, I have not seen the check. This contract was written on August 3, 2022.
  
  All I would like is to receive my money. That is a lot of money.
  
  I had been promised by their sales lady she would cut the check and meet me at the office, That was in January of 2023. and February.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 felt compelled to file this complaint because of Freedom Star Constructions, total lack of customer service and their cavalier attitude towards, customer satisfaction. On May 17, 2022, we entered into a contract with Freedom Star Consruction, to purchase and install 10 windows, at our residence for the amount of $16,891.00. At the time we signed the contract we were told that they needed a downpayment of 50% so the windows could be ordered, and we would be looking at installation sometime in October of 2022, we gave them a check for the amount of $8445.50 to start the process. Since October of 2022, we have contacted Freedom Star Construction numerous times trying to find out where our windows were and when they would be installed. Speaking with Shelly on November 8, 2022, we were told she had no idea where the windows were or when they would be installed. Speaking with Chad, later in November we talked about the breach clause in the contract and how we would be willing to honor that clause. He said he would let the owners know and they would get back to me. Despite all of our efforts to resolve this, all we have ever received from Freedom Construction is a standard answer of someone will get back to us. Which never happens! It has now been over 9 months and never once has any one from Freedom Star Construction contacted us to let us know that our windows were here and ready to be installed. Nine months is an unreasonable length of time for a company, not to at least reach out and offer some sort of explanation for the delay. In fact, I sent a letter certified mail to the owners on January 30,2023 in hopes of resolving this issue, which was delivered to the company on January 31.2023, I'm still waiting for a response. Trying to comply with space limitations some details were forced to be omitted. I must add that we had several other bids for the same 10 windows some less expensive some more expensive but not one of the bids had a lead time of more than 5 months.

  Business Response

  Date: 02/23/2023

  Thank you for bringing this to our attention, at Freedom Star Home Improvements we strive to have good customer service and I have reviewed your file. The last update I show is that you have sold the property that we are contracted to do work on therefore you are seeking a refund. The fact that you sold your property does not void our contract of service to be performed. I apologize that is has taken longer than anticipated to get your install completed. We are working to complete the projects ahead of yours and in construction there are challenges with weather delays, labor, and products being received from our suppliers. 

  Customer Answer

  Date: 02/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have been trying to cancel this order since November 21,2022 when it became apparent that our window would not be installed before the closing on house January 5,2023. Now that I have an open line of Communications with Freedom Star Construction, I would like for them and anyone else that may read this response, that I am cancelling my window order, which I have the right to do! At this point other than Freedom Star Construction honoring the breach clause in their contract, I wish not to have future dealings with the customer-oriented company of, Freedom Star Construction.

  
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In April 2022 I was contacted by Freedom Star Home Improvement after attending a Home show in Atlanta GA. On April 16, 2022 Craig came out to my home and provided an estimate for Gutters. I told Craig that I would be traveling internationally in the next few weeks and would not be able back until May 20, 2022 therefore, I didn't want to agree to anything at the moment but would contact them once I returned. Craig stated that in order to honor the price quoted I would have to give a deposit but that it was FULLY refundable should I decide to cancel and that they would reach out to me after I returned on May 20th.
  After I returned from my travels I received a call from Shelley (June 3rd I believe) who stated that someone would contact me to come out to my home to get final measurements so they could order the materials. A few days went by and no one contacted me nor did they come out to get final measurements. I reached back out to Shelley to let her know no one had come out and that I had decided to cancel this job. at this point I requested a refund of my $1,000 deposit. Shelley assured me she had canceled the job and submitted a request for the deposit to be refunded. A week went by and I heard nothing from Freedom star in regards to my refund. I contacted Shelley again who told me it would take 30 days. I waited 30 days and still had not received a refund. From this point on I would reach out to Shelley once a week to inquire on the status of my refund and the only thing she could ever tell me was that she was sorry and that there was nothing she could do because the only person that could issue a refund was Misty (the owner). Shelley claims she sent Misty several emails to contact me and I also left Misty several voicemails to contact me in regards to my refund. However, I never heard back from Misty (the owner). I continued to call and leave voicemails until about September 2022 with no response. I need to have my $1,000 refunded to me as NO work was done or even started.

  Business Response

  Date: 02/13/2023

  Thank you for bringing this to our attention. I did some research on your project and found that we had sent out the refund check of $1,000.00 on July 21, 2022 to the address the contracted work was to be done at. We will perform an audit and issue a new refund check if we find that it was never cashed. 

  Customer Answer

  Date: 02/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I appreciate the response however, I certainly didn’t receive a check at my address.  Also, why was this not communicated to me. Especially after I left Misty several voicemails inquiring on the status of my refund.  No one was able to give me an update and the owner is completely unresponsive.  I expect a refund as soon as possible! 
  
  
  
  Regards,
  
  
  
  ***** ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/05/2022

  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.

  We contacted Freedom Star to do our siding in April of 2022. At that time we put down a 50% deposit on the total of $35k and they said they would do the install in August or September. It has more been over seven months and we have not been able to get any information from them on when they will do the installation. At first we were patient given the pandemic, but in October we started to grow suspicious given the lack of information they are willing to provide us. We have been attempting to contact a business manager, but they won't let us talk to one. We submitted a request on their website a month ago letting them know we need a guaranteed date or our money back, with no response. We have called their support line every few days for multiple weeks now and the response is always check back in a few days. Last week we told them we need to get the information by Wednesday or at least some sort of written communication acknowledging our requests or we would have to begin contacting a lawyer. They said they could not do that, but would get back to us Monday. It is now Monday after 7PM and they have not reached out. I am very much in doubt that they plan to do the installation or even ordered the materials to begin with at this point. Please help us to get our money back.

  Business Response

  Date: 12/14/2022

  Thank you for bringing this to our attention. We have good intentions to complete the roofing and siding for you and we apologies the time line is taking longer than expected. We have received your complaints and are working on a solution to get your project completed in a timely manner. 

  Customer Answer

  Date: 12/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I would like to get more concrete details.  Why has it been delayed so long. What is your agreement with your supplier and estimated timeline for the delivery of the product?  Why are we not allowed to talk to someone who can give us these answers?  We have called multiple times per week for months and requested these details and the response is always I don't know, but I'll pass it along. There is never any follow up.  We need a guaranteed date or our money back.  We're expecting a new child in the near future and we don't want to still be dealing with this.
  
  
  
  Regards,
  
  
  
  ****** ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 03/01/2023

  Mr. ****** is on the schedule for March 13, 2023, to finish up the job. 

  *****

  Customer Answer

  Date: 03/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  ****** ******