Complaints

This profile includes complaints for Flohr Pools, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Flohr Pools, Inc. has 3 locations, listed below.

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  Flohr Pools, Inc.

  1350 Lincoln Way E Chambersburg, PA 17202-3083

• 

  Flohr Pools, Inc.

  1406 Oak Ridge Pl (corner Of Oak Ridge Drive) Hagerstown, MD 21740-7448

• 

  Flohr Pools, Inc.

  1230 Winchester Ave Route 11 South Martinsburg, WV 25405-5019

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:07/21/2023

  Type:Customer Service 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.

  Flohr pools inc is attempting to scam me. On Jan. 2nd 2023 I reached out to them via call and email to fix my hot tub. I was informed that in order for them to come out i would have to pay by phone $209.88 (This was paid and i have the receipt). The tech came out on January 5th 2023 and stated what i needed and that the total cost would be $288.66 to fix parts and labor. They would not complete the work until this had been paid over the phone immediately. Not a problem, I called the office and paid (I have the receipt). The hot tub was fixed, the tech left. A few months later, i receive a call stating that i need to pay an additional $300. When i asked what for, they rep said because the tech took a long time to fix the problem. That is not my concern, Flohr pool gave me a price and required payment before any work would be started and finished. They do not do partial payments and would have told me the cost that same day. They are lying and trying to scam me. I said that i am not going to pay for something that i already paid in full for. The lady then proceeded to threaten me to put on my credit, this is not acceptable and i don't take the threat kindly. If they put on my credit i will sue them for fraud!

  Business Response

  Date: 07/27/2023

  July 25, 2023 
  

  Dear ******, 
  

  We are in receipt of your letter to the BBB. You paid an initial amount and then a second amount the day of service. There were more items and time that were not included in the estimated second amount. Should we have known it was going to take a pressure switch and gasket? From where we stand now - yes. But things are not always cut and dry when working on a hot tub. They were needed and installed. In the interest of resolving this, we have credited your account and the balance is now zero. I may be reached at ***-***-**** ext. *** if you wish to discuss this further. 
  

  Thank you, 
  President 

  Customer Answer

  Date: 07/28/2023

  [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. They agreed in their letter that there is a zero balance on the account, however, still tried to justify the fraudulent charge and practice. Nothing additional was completed at the time the work was done. If this was the case, they would have asked for payment immediately. They agreed to the zero balance and i have the letter as proof, but i would absolutely not use them again. The company is crooked and not trustworthy.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:05/12/2023

  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.

  03/05/2023 Service call on in ground pool. Advance payment required to secure service date, with out receipt of payment. No receipt given to me.No written contractual information given at time of this charge for breakdowns of parts and service.Upon arrival of team to home work site full refund was given by same, due to work completed by pool owner. Installation of pump gasket completed and no other service or parts were provided. Once again, no receipts were given and COMPLETE REFUND was written on the service order. No copy of service order was ever offered even when requested at time of service completion. When home office ************ was contacted,FULL REFUND of service call was denied.I question the integrity of Flohr Pools due to not providing an estimate of service with labor and parts breakdown, during my initial service request or at any point till completion of service. *******, Service Technician said they mailed to home address. Also they did not honor verbal agreement of FULL REFUND for service appointment given by technicians and written on work order. Copy of same was not given to me when asked for. I will not use this company again and will not recommend. Two out of five star rating - poor customer service and in proper billing/receipt procedures. No standardization of labor costs given written or copied at time of service, so the possibility of overcharging or improperly chargIng way happen.

  Business Response

  Date: 05/16/2023

  Please see attached letter and copy of invoice.  Invoice was mailed to customer on 5/10/23 and their credit card was refunded for the amount that was owed back to them on that same date.  

  May 16, 2023 

  1. 4/13/2023 *** ****** requested service to open pool. 
  

  2. 5/5/2023 Flohr Pools responded to open pool. Pool was already opened so Flohr Pools did not open pool. Customer asked Flohr Pools to replace part #**** strainer cover gasket and we also billed for the service call to respond and do the work on the strainer cover gasket. 
  

  3. We did refund the money for not opening the pool but we did charge for the part and service call for the part. A copy of the invoice is attached. 
  

  Sincerely, 
  **** ** ***** 
  President