Complaints

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

close

Find a Location

Pla-Mor Pools has 2 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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pla-Mor Pools

  7225 Bell Creek Rd Suite 238 Mechanicsville, VA 23111

• 

  Pla-Mor Pools

  105 Arbor Oak Drive Ashland, VA 23005

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:04/18/2023

  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.

  I went into Plamor pools on 3/21. At that time, I spoke with the service manager who told me that it would be $260 to open up my pool. Based on this being in line with what I have paid for other companies to open my pool, I agreed. The work was scheduled for the next day, 3/22. The technician came out and completed the work. I had given the tech my number and my wife was home in the event that there were any issues. The work was "completed" with no notification from the technician. There were two tasks (bubbler/light cover ************** valve not put in auto mode). I called the company twice to express my concern about the pool not being opened correctly with no response. In the meantime, I received a bill that was for $375. The invoice charged for #lots of gasket issues with pool and a $115 labor charge. At no time, did the technician inform ** that there was an issue. When I called the store to express concern, I was told by the manager, ***, that they would have to send a technician back out to replace the gasket that they replaced. My question was, "why would you still have a bad gasket on hand?" When asked which gasket they replaced, they could not give me a response. There was no evidence of proof of actual work being completed or a faulty gasket. Any other company that comes to my house will inform me of an issue and get my approval to complete the work. Once the work is completed, they will have me sign an invoice that says additional work was done. The management team has been unprofessional and rude about this matter. I am asking to either not charge me the additional $115 or to prove that the gaskets were actually replaced.

  Business Response

  Date: 05/12/2023

  Our technicians went out to open the ******'s pool on 3/22/23.  **************** was outside initially, but went into the house as our techs worked on site. When our technicians turned on the customers pump, there were numerous leaks in the filter and plumbing system.  Because the filter tank is pressurized, the leak where the top and bottom parts of the filter s**** together, as well as the leak at the pressure relief valve, were creating a substantial loss of water.  There were also a number of leaks where unions screwed together.  Had the system been left running the pool would have lost water at a rapid rate, and possibly run the pump dry. Running dry will cause the pump to overheat creating a hazard, and possibly even ruin the pump.
  
  One of our technicians went to the house. He knocked on a back or side door to discuss the situation with ****************. She did not answer the door. (We requested the homeowner review camera footage in the event they have a security system.They will see our technician knocking at the door.) Our technicians were left with a decision. We either needed to leave the system off and not repair the leaks-leaving the system unusable and depart the premises, or repair the leaks.  Since we were hired to get the pool up and running, our technicians decided that the best course of action was to stop the leaks.  Rarely, to never, will a customer request we not make repairs to a system leaking this badly. Cleaning,lubricating and re-seating gaskets/rings multiple times was needed due to the poor condition.  The o-ring at the pressure release valve was so badly damaged that the tech had to use plumbers tape to stop the leak, as we didnt have an o-ring for that brand filter.   Were not sure where the confusion regarding replacement or billing of gaskets stemmed from however invoice #*****, sent to the homeowner, shows that no gaskets were billed to the *******.  Our technicians were onsite an additional hour fixing the leaks.
  
  After receiving our invoice, *************** called our facility very aggressively demanding to speak to the owners. The birth of our grandchild, death of a close friend and travel out of town prevented ** from responding in the time frame he required. In addition, he posted multiple reviews, disputing the additional hour of labor. After speaking with our technicians and office staff to gain clarity as to what happened on the jobsite, one of our managers called and spoke with **************** on 4/19. The purpose was to clarify any confusion regarding replacement of gaskets and discuss what was completed on site.  *************** stated that our technician should have knocked on the front door. Which our manager agreed with, so he credited the additional 1 hour labor charge. 
  
  As the conversation continued on, our manager became aware that **************** was now seeking a full credit of the $375 bill.  She stated that they are small business owners (they own two Chick fil-as in ********) and that we should have immediately credited the $375 bill in order to keep a new customer and obtain their neighbors business as well.  I told her that we are a small business and not able to fully credit a $375 bill (unless we are at fault).  She then stated after 55 years in business, if you cant afford to do that I feel bad for you.  She stated that her husband had already removed the cover, so there was nothing for our technicians to do.  I would reason that the ******* would not have booked a pool opening service with Pla-Mor, if there was nothing left to complete.  At the end of our conversation **************** asked what was going to be done?  I reminded her that I had already credited the 1 hour labor charge that they had contested.   
  
  Leaks this substantial do not all at once. Pressurized leaks dont get better. They just get worse. The length of time required to correct all of the leaks present is indicative of a system not well maintained. We always seek a customers approval before doing additional work, as our techs tried to do in this situation. It would have been beneficial if the customer had disclosed the leaking issues when scheduling the opening. The additional labor fee would have been discussed at that point. We believe our technicians made the right decision.An inoperable system was made operable. Based on our interactions with Mr. and *****************, we believe they would have been equally, or more, agitated had our team opted to turn off the pump and leave the property without repairing the leaks. 
  
  Our technicians were on site from 11:20AM to 1:50PM.  Around **** hours, of the total **** hours on site, was spent de-winterizing the pool. The homeowner is aware of how long our technicians were on site. She admitted to having watched them, and stated she even took pictures of them from her window. Their pool was opened and running appropriately when our team left the property.  The additional 1 hour of labor was removed from their bill.  Now the homeowner doesnt want to pay for the pool opening. We will not remove the charge for the pool opening.  The amount is due in full.