Complaints

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted Anthony & Sylvan Pools to build our swimming pool on 12/21/21. The job was suppose to be finished end of 2022 . As of today 10/26/23 they still have not been able to satisfactorily finish the job 100% or remediate and fix issues/problems associated with the pool . Every time we try to call them about all the diff issues that we are experiencing. we keep getting the run around or can't get anybody to talk to. Here are some of the issues we have been having .1A. Add - after multiple attempts to get A&S to come and evaluate the issue. We finally had to call cover safe on our own to come and have a look. They informed us the the motor was exposed to water and that the height of the edge of the cover box was too low and that's why the motor keeps getting wet. They advised that A&S should come and evaluate the problem. A&S finally responded and said the drain in the box was clogged. We had the outside contractor come and evaluate the drain and send pictures. They noted that whoever A&S contracted to complete the cover box left debridement including cardboard and dirt in the cover box but the drain was clear. To date the neither the cover or motor has been replaced. 1b. The drain that is inside the cover box of the automatic cover of the pool is not working and the motor is not working 2. Pool has stains in it from day one. We expressed our concerns about this to them and nothing has been done.3. Pool water level keeps dropping. Constantly having to fill with water hose. Our contract states we are suppose to have an automatic water fill but they never gave us any. 4. Robot provided by Anthony and Sylvan has never worked. We've expressed this since day one. 5. Indicator for salt in pool shows now salt since day 1 even though this is a salt water pool. Thanks so much *********************-***** ************

  

  Business response

  11/08/2023

  Thank you for bringing the detailed list to my attention. I'm currently working with our scheduling department on the sequencing of the repairs and a completion schedule. ************************* will be in contact with the customer by Friday 11/10 to confirm a start date, I will follow up with an update as the plans progress.  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1/28/2023, I signed a contract with Anthony Sylvan to build a pool and gave a $6,000 deposit. After nearly 8 months, and very little clear communication and periods of weeks where there was zero communication, they finally scheduled my dig for the pool and requested an additional $42,000 deposit which I paid. They showed up for a dig on a rainy day and only stayed for a few hours and said that they would return. They then sent me an invoice and contact for well points and I explained that the lot is completely dry and the house had a basement that was dry during hurricane sandy. They had just decided to dig on a day when there had just been 6 inches of rain. I then got a call that in order for them to return to dig, I needed to supply another payment. At that time, I spoke with ** and informed everyone that I wanted to cancel my contract. It was also confirmed that Anthony Sylvan sent an excavator that was not familiar with digging in my area and that in fact, there was no water and did not need well points. I agreed to proceed only to go 3 weeks without anyone returning to my property. I spoke with ** on the phone and was told that I could cancel the contract and told him that I would like to cancel the contract. I have attached the last pictures on my house in which Anthony Sylvan left my home with hazardous conditions. I have since emailed the CEO and everyone that was involved in my project twice over the last 3 days without any response. Per the contract, item 5, Excavation, it states that we may mutually agree to proceed or either of us may terminate the agreement, and my deposit will be refunded less any costs. Based on the excavator not being there for more than an hour or two, the costs should be minimal and they did not fulfill the terms of the agreement. My general contractor and I have sent many emails and calls that simply go unanswered. I want a full refund....they lacked to honor their contract.

  

  Business response

  10/30/2023

  After receiving their feedback via the BBB, we contacted the consumer to better understand their concerns and to try to find a path forward. While we remain committed to working with them to find a positive resolution to their concerns, this consumer has elected to hire legal counsel.We have been in communication with their counsel and are working to resolve the alleged issues raised.

• Initial Complaint

  10/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Sept 1, 2033 I signed a contract for a new inground pool and put a $1000 deposit to lock in the price which was taken directly from my checking account through their portal. This contract has a 3 day right to cancel clause in the contract and unfortunatlty within 3 business days on Sept 4th we were not able to get approved for the financing for the remaining bill of 54,000 so I sent in my cancellation form and got confirmation it was recieved on Sept 4th, the salesman ******* ***** ###-###-#### let me know he processed the return and I should recieve it within 2 weeks and it is now been 5 weeks and I keep following up with no reasilution. I would simply like my $1000 returned. I have attached the contract, cancellation form, emails, and text thread. Please let me know if I can provide you any other documentation

  Customer response

  10/19/2023

  Hello, I have recieved a partial refund they did send a check for 800$ which I have attached for your review. However the amount that they should have refunded is $1000. So they still owe me $200. In the contract it clearly states that if cancelled in 3 business days there is no penalty. I just wanted to update you. Thank you for working on this case with me I appreciate all your hard work

  

  Business response

  11/01/2023

  There was an error on our part in regard to the timing of the cancellation request by ******************  We have fixed the error and will be refunding the remaining balance of $200 to her.  We expect the check to be mailed on November 3rd from our office in Austin, TX.  

  Customer response

  11/08/2023

  [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,
  
  *******************************
  

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went through Anthony & Sylvan to have a pool installed. We were told at the point of purchase that we would receive $1,000 as a referral bonus for anyone we referred to them, and it would be paid out when ground was broken on the referred contract. Since it was not in writing, Anthony & Sylvan reduced the amount to $500 and told us it would come off the final amount of our pool. Then we were told it would come as an e-card to use solely on their online merchandise. It has been months, the referred pool is completed and closed for the season, and we have not seen the e-card. They left construction debris on our property they refused to remove. They ruined thousands of dollars worth of landscaping, but hold themselves unaccountable.

  

  Business response

  10/06/2023

  The referral system was manually adjusted and ************** should be receiving his bonus as requested shortly. We left a message for ************** on the number provided explaining this as well. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are in a dispute with Anthony & Sylvan regarding what is considered the structure of a pool. We have rebar rust stains in our pool that we consider structural damage. Since structural damages are covered for the life of the pool, we want Anthony & Sylvan to conduct those repairs. We've made several unsuccessful attempts to reach them since May 2023. *** ***** finally responded last month indicating the repairs are not structural damage. In our research for pool repairs, when we describe our issue to other pool repair companies, the immediate response would be, "we don't do structural repairs"... which confirms our argument. We've dealt with the Anthony and Sylvan pools company in Ashland, VA, not the one in PA.

  

  Business response

  10/31/2023

  We have spoken with the customer and clarified our warranty. Our lifetime structural warranty warrants that the pool will be free from leaks and hold water for as long as the customer owns the pool. Plaster bleeds do not fall under the lifetime warranty. They fall under our three-year plaster warranty, which expired in 2017. We discussed several renovation options, and the customer thanked me for my help. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two Outstanding issues.1) Failure to complete the work. A&S built an in ground pool along with a travertine decking. This was built and installed in late fall of 2022. At the time of the travertine installation, I asked the installer about growth (grasses and weeds) between the tiles. He told me that he would apply polymeric sand that would prevent that from happening. At the same time, one of the tiles was over an inch too small and left a large gap. The installer told me (and my wife and my builder) that it would be best for him to come back in the spring and finish the job, so to let the materials settle. To date, after endless calls and emails, I cannot get A&S to finish the project.2) Deceptive Sales Practices. The A&S representative that advised me on all of the pool options "sold" me on installing an auto cover. There were multiple features of the cover but the primary reason I agreed to install a very expensive auto cover was because the representative told me I would not need the large (and ugly) safety cover that you see on most pools in the winter. After installing the expensive auto cover, I was told by the auto cover installer that I absolutely needed a winter cover. I verified that opinion with the A&S technical team that came to close the pool and again with a third party pool company. All parties agreed a winter safety cover was required. A&S quoted approx $8,000 and months to install. I hired another pool company who installed in 3 days for $4,500. A&S is trying to hide behind a story that my house builder dictated to them how to build the pool and that my builder selected all of the options. That is categorically untrue. I have offered sworn and notarized statements from the builder, from myself, and from my wife who were all present when the rep for A&S misrepresented that it is fine to use an auto cover as a winter safety cover. I feel at a min A&S should reimburse me for the winter cover since they misrepresented its use.

  

  Business response

  09/28/2023

  This pool project was contracted between Anthony & Sylvan Pools and a homebuilder; the completed home and pool were then sold to this consumer. Polymeric sand is not something that we or our decking partner include with Travertine decking, but our decking partner has agreed to add sand as a gesture of customer relations. It is our understanding that the homeowner is currently out of the country and our decking partner has been unsuccessful in recent attempts to reach them to schedule this work. The homebuilder contracted Anthony & Sylvan for a safety cover but no winter cover, which is not uncommon, as homeowners may elect to purchase a cover at a later date or from a 3rd party. While winter covers can cost thousands, there are many cost-effective options available for a few hundred dollars. Finally, we have requested documentation of any communication between the homeowner and Anthony & Sylvan staff stating that a winter cover would not be needed when using a safety cover, but to date have not received any.

  Customer response

  10/09/2023

  There were two issues and the company resolved one of the issues (travertine decking completion) last week on 10/5/23.  They have not addressed the remaining issue related to the auto cover.

  

  Business response

  11/03/2023

  Per our previous response, this pool project was contracted between Anthony & Sylvan Pools and a homebuilder; the completed home and pool were then sold to this consumer. The homebuilder contracted Anthony & Sylvan for a safety cover but no winter cover, which is not uncommon, as homeowners may elect to purchase a sandbag pool cover for at a later date or from a 3rd party. While winter covers can cost thousands, there are many cost-effective options available for a few hundred dollars available via local and online retailers.

  Customer response

  11/06/2023

  The response from Anthony & Sylvan pools is categorically untrue.  While the billing went through a builder, it was 100% sold to me directly.  Their representative met with me directly (not with a builder) and sold me on an expensive auto cover upgrade by telling me that no winter cover was necessary.  As already stated, the cover install company, a third-party pool company, and Anthony & Sylvan technicians and representatives have all told me since that a winter cover is necessary.  Additionally, Anthony & Sylvan failed to disclose to me the many, many issues with an auto cover whenever it rains. There are issues if the cover is closed (quite a bit of time and effort to pump all the water off of the auto cover before you can open the cover), and other issues if you leave the cover in the open position (it requires a specialized syphon pump to get the rain water out of the auto cover channel or the cover will not close).  My complaint is regarding thier deceptive sales practices and they refuse to take responsibility and just hide behind the fact that the bill was sent to a builder.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool Design & Construction Agreement > Date of contract: 2/13/2021 (work was delayed due to Covid-19), Start of project: December, 2022 > As per the contract, they were to provide demolition of existing pool & excavation of new pool > Anthony & Sylvan sub-contracted the electrical work to ** ****** Electric LLC (* ******* ****, Oak Ridge, NJ *****). > ** ****** Electric LLC damaged my house (siding) as well as my fence (gate door post) on January 18, 2023. As a sub-contractor to Anthony & Sylvan, Anthony & Sylvan is still responsible to ensure the damage is repaired/replaced. > I have patiently been working with ** ****** Electric LLC since July 2023 to get the damage repaired/replaced. > The last communication I've received from ** ****** Electric was August 8, 2023, even though I've requested multiple updates (both via voicemail and email). > Anthony & Sylvan is responsible for the damage, since ** ****** Electric is a sub-contractor to Anthony & Sylvan. > I've requested Anthony & Sylvan to engage to get this resolved, but they have refused to respond to my requests. > It's been 8+ months since the damage happened to my property and it has still not been corrected.

  

  Business response

  09/22/2023

  We have been working with our electrical subcontractor and **************** to resolve. Attached is the latest correspondence along with a contract prepared by the subcontractor's attorney detailing the required repairs. **************** has requested an addition to the contract, once added and signed, work is to commence shortly thereafter.    

  Customer response

  10/23/2023

  Regarding the complaint I filed, the issue was with a subcontractor of Anthony & Sylvan, therefore Anthony & Sylvan bears responsibility for ensuring it gets resolved.  As a reminder the damage to my house & property caused by the subcontractor happened in January, 2023 (10 months ago).  
  
  The issue was recently settled on October 11, 2023, however I would've expected that Anthony & Sylvan would have acted as the liaison between the subcontractor and me.  In reality, Anthony & Sylvan did NOTHING. I had to work directly with the subcontractor and their attorney to get satisfaction.  I was extremely disappointed with Anthony & Sylvan.  It seemed as if they got most of their money so they no longer cared about the damage caused by their subcontractor.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Still awaiting a pool cover purchased in April and no one will return our calls.

  

  Business response

  09/22/2023

  Anthony & Sylvan has been in touch with the client. Anthony & Sylvan has updated the client regarding the schedule for the necessary work regarding the cover. The scheduling team will continue to update the client. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2022 I renovated my in ground pool with Anthony Sylvan (A&S). This included the replacement of Coping, Tile, Plaster and Mastic components and an additional mosaic. The cost of the project was 33,000 dollars. To which A&S promised an aqua pearl colored plaster with aqua colored tile replacement and new Travertine Coping with limestone mastic. The finished plaster is blotched and streaked throughout the pool in two different hues of blue and aqua which is not uniform in aqua pearl as advertised. In order to correct this issue A&S has performed 4 acid baths over the past 11 months with no success and has explained they would be performing a 5th at the end of the summer. Additionally, the mastic was installed in a very haphazard and unprofessional manner and needs replacement or adjustment. From May through June many emails and phone calls went unanswered until I sent an email to the CEO and President of A&S in June. On July 7 I received a call from the GM office and was informed that the issue is being looked at by the GM. July 18 I was informed the issue had been escalated to the Director of Operations for proposed next steps. July 28 Director decided on a 5th SUPERVISED acid bath. This is to take place in mid September. Over the last month however, many emails and phone calls to determine a schedule in order to complete this work, have gone unanswered.

  

  Business response

  09/14/2023

  Anthony & Sylvan has been in touch with the client & is working to schedule the necessary repairs to be completed in the spring of 2024. Anthony & Sylvan has confirmed this with the customer & advised them to reach out if they should have any other concerns. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Anthony Sylvan is giving run around in repairing warranty issue even though they quarantined me if I followed steps in email that it would be covered. I cannot get them on the phone

  

  Business response

  09/18/2023

  We spoke with the Customer the same day the complaint was submitted and have scheduled inspection and repair for next week.

  Customer response

  09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have provided multiple examples of reaching out to the company and getting a run around.  For them to say they responded the day I called is ridiculous, if that was the case why would I turn in a claim.  I still have not received reimbursement for leak detection company, per which Anthony Sylvan told me was reimbursed if a structural leak was found.  They told me I would get money back in 2-4 weeks, I still haven’t received it.  They are supposed to come out tomorrow to see what they need to do to fix pool, I’ve reached out to company to see when they are arriving , so that I could have pool gate unlocked, and received no response.  We’ll see if they show tomorrow.  They multiple attachments I provided show extremely poor customer service.  This has been going on since July, with me calling more than 25 times and a lot of emails with no action until I put in a claim through better business bureau.  It was **** near impossible to get a supervisor on the phone, even though I requested one every time I called.  I have a lifetime warranty on the structure of the pool to not leak.  I’ve used the leak detection company they request and yet still the run around
  
  Regards,
  
  ***********************

*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. ↩