Complaints

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

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  Plano Marine

  1491 E Hillpark Rd Lewisville, TX 75056-3914

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  Plano Marine

  1477 E Hillpark Rd Lewisville, TX 75056

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:03/16/2023

  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.

  July 2022 I paid over $30,000 for repair work that encountered countless delays and took just under 5 months to complete. After just a few months one of the rebuilt motors went out in November 2022. I contacted Plano Marine and they were not able to have someone look at the problem until they came back from holiday break the second week of January. Once they established it was a bad engine block they assured me that they would pull the old motor out ahead of time so they could put the new one in when it arrived. After a couple weeks of delays when they completed the work the engine block that was put in was determined to be bad and a different block had to be ordered. The engine block was scheduled to be delivered on 3/7/23. I have called numerous times and left messages to try and get a timeline for the work to be completed and have not received a response back. Communication has been a problem in the past so I make a point to go there in person to receive communication. Plano Marine suffered damage to their building from a storm on March 2nd so I am not able to go to the service ************************. While I understand this storm has had an effect on this current delay in repair work this has little to do with the lack of response to my calls and text to try and establish a timeline.

  Business Response

  Date: 03/31/2023

  As a business, we at Plano Marine understand **************** frustrations.  Unfortunately we are at the discretion of the vendor, ******, whom supplied ** with the rebuilt engines.  ****** has numerous hurdles and checks that we must perform before they authorize a replacement unit. 

  To help understand the delays and length of time *************** boat was at the Plano Marine ******************* here is a quick synopsis of events.  Our mobile service team traveled to his boat located on Lake Lewisville for the initial diagnosis which resulted in us transporting the boat back to our facility on January 17, 2023. 

  We received the first replacement engine on January 24.  Then January 25 thru February 4 Plano Marine was closed due to the freezing ice storms in the DFW metroplex.  We returned back to work on Monday, February 6th and resumed working on his boat.

  Upon assembly of the new engine, it was discovered the fuel injectors were bad. These particular injectors were on back-order thru MerCruiser.  We always use and prefer OEM injectors.  After numerous hours spent searching the internet, we were able to locate actual OEM injectors which were ordered and arrived on February 16th. 

  Engine was assembled and installed, then upon test run, it was discovered that the engine had an internal issue.  We contacted the supplier on February 27th, they deem the part to be faulty and needing replacement.  The replacement was scheduled to arrive on March 7th.  On March 2nd our facility endured a massive severe wind storm (over 80mph winds) causing major damage which forced our business to be closed through March 17th.   We were able to return to FULL operation status on March 20th, at that time we were able to assemble and install the new engine.  We then lake tested the boat at ******** and it passed the run test.  The boat was then returned to the customers ****** on March 27th