Complaints

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract for in-ground pool on August 8, 2022. Price -$119,500 Paid-$45,093 on 2/14 as requested for excavation. Paid-$62,001.00 as requested for gunite/concrete pour. Contract stated pool will be completed within 12 weeks of excavation. We are now approaching 19 weeks and pool is still not completed!! Weve been patient, understanding and not to mention it was a very mild winter! We have kept up our end of the bargain. Whenever we were asked to do something or pay, we did immediately. We are so close to being finished, but we feel as if we just keep getting pushed to the back burner and they are taking other clients over us. We are beyond frustrated with the process. And now due to the bad weather, they're using that excuse. We understood putting a pool in would not be an easy process and we understand if they went over a few weeks but this is getting absurd. They still can't even tell us when they can come out to plaster and let us put the water in not to mention you can't swim immediately you have to wait two weeks. The summers going to be over before we can even use our pool. We chose Anthony and Sylvan because we trusted our sales person which hex has been great during this whole process. But we have a child with special needs and our goal was to have a pool for him to use this summer and they were all well aware of that. We feel we deserve some type of compensation, within reason. We are very upset and a contract is a contract!

  

  Business response

  06/29/2023

  Hello, 

  We apologize for the delays that have occurred on this project, but we are close to plastering the pool. The pre plaster walk through was completed today by the project manager and there are no further holds on the project. We will be in contact shortly to schedule, and I will have someone reach out to extend good will for the delays. 

  JR

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The current issue with this company is that I paid $3825.00 for a pool cover last summer and it was never installed, I asked for this cover to be installed as promised in September 2022. I was told by the company it could not be installed until the pool was completed. The pool was due for completion in May 2022. The pool was finally completed in May 2023 and now the company is refusing to install the pool cover. I have asked numerous people many times for the contact information of someone who can resolve this issue. I am consistently told I cannot have this information. I cannot have the pool cover installed or the number of a contact person until I make another payment of $4100.00. When I asked their contact person ****** why I would give them additional money as the cover was paid in full last year, she advised they found an outstanding balance for a fence, and I could not have the fence installed until I paid the balance. I advised ************** do not need a fence. We have a fence. Then ****** changed her request and advised this is the outstanding balance for that fence. Every piece of this project done by this company required pre-payment before any work would be started. I find it curious that an outstanding balance is found a year after the fence installation and now the pool cover, the opening of the pool, the education session, and other grievances are being held hostage until I send them $4100. My other grievances * 40ft x 40 ft area of a side yard will not grow grass efficiently following a large dirt pile laying there for 2 months- contracted to be removed same day * Tile stained black following coping installation * We paid for the removal of excess stone left behind, dirt removal (fence), dirt removal (left over from huge pile of dirt from excavation)* We paid to have expansion joint fixed after company crew miscut the joint- no one would resolve * Mortor dumped in tree line in back yard effecting tree health * cobalt blue plaster has large white streaks

  

  Business response

  06/24/2023

  Anthony & Sylvan has advised client that any balances owed to Anthony & Sylvan that are outstanding must be paid in full prior to any additional work being performed per their contract.

  Customer response

  06/28/2023

  [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: The only contract I have with Anthony Sylvan is regarding my pool project which has multiple issues left unresolved. That contract is paid in full, and I continue to ask for resolution to these issues. Further, I have asked for communication with someone who can provide resolution and am ignored.  I do not have a contract for the pool cover. I paid for the pool cover and either expect it to be installed or the money refunded. The fence is installed, and that contract was satisfied. 
  
  Regards,
  
  ***************************
  

  

  Business response

  07/26/2023

  I am sorry the customer feels we haven't addressed their concerns to their complete satisfaction. Nevertheless, we are dedicated to working toward a positive resolution.

  We are in contact with the customer regarding next steps and will remain in contact until the project is completed.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the pool plaster applied and it is under warranty by Anthony Sylvan pools. There are defects not only with the application, but also with how the plaster is now fracturing.

  

  Business response

  06/15/2023

  Anthony & Sylvan has reached out to the customer to notify him of a scheduled inspection to take place on 6/27/23.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Circa October 20, 2022 company replastered my pool and installed coping. The company also replaced the filtration system. They advised that they cannot install the mastic around the coping and between the deck until the deck was grout-jacked up to proper level and gave a third company name to do that work. I hired the third party company and they raised the deck to the proper level. Early this spring in March I started trying to get A&S to complete their work that I paid for to install the mastic around the coping, and they have now scheduled twice (said someone would come out to do the work) and nobody has showed up. It is now June 13, and they have stopped returning my calls and emails, so my pool remains incomplete.

  

  Business response

  06/15/2023

  A representative from Anthony & Sylvan has reached out to the customer to request more information and is actively working to schedule next steps to completion.

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a pool installed by Anthony & Sylvan Pools (completed in 4/19). They failed to live up to their marketed expertise but we declined to keep fighting over the problems they caused. We now have issues with 4 major items -- cover, heat pump, lights and stonework. Each of these items has warranty coverage through the manufacturer and/or through Anthony & Sylvan's work. Their website loudly claims they warranty all their work. We have emailed, called, submitted web forms, with literally no response except an occasional meaningless replies such as "we will look into it". But if you are day late with paying a bill you will hear repeatedly from them. The cover was damaged. We contacted the provider and although it was still under warranty they were not able to honor it without A&S . A&S purchased and contracted with a company that was recently bought out and in order to secure access to the warranty funds the request must come from the original purchaser. After failed repeated efforts we were forced to order a new cover and personally pay over $4,000. We were unable to delay any longer as the water was seeping out onto the top of the cover and causing it to submerge, negating the safety properties of the cover. Attempts to collect on the warranty from A&S remain unreturned. The lights on the pool do not work properly. The service team who came to the house for opening were unable to answer any questions. There was a warranty on the lights but no one at A&S will respond to let us know if the warranty remains in effect and/or who they recommend contacting for repair. This remains unfixed. The stone caps around the pool show signs of rust and peeling. No response from the company so we had a contractor look at it and he said it appears to be “rebar bleeding” from installation. We would like to have these repaired as it should be covered under the installation warranty. We actively worked the heat pump issue on our own and are near resolution.

  

  Business response

  06/16/2023

  I spoke with the customer and explained the warranty expired a few years ago on the claimed items. I offered to have our service department contact the customer to assist the customer with fixing the light.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We chose Anthony& Sylvan to install an in-ground pool in 10/2021. When the project manager agreed to accept the job, the date of 5/20/2022 as the expected completion date was communicated and confirmed, in time for our daughter's graduation party. We were given a document that specified when each payment was due, and a step could not begin prior to the confirmation of the payment being received by Anthony & Sylvan. Our pool was not completed by 5/20/2022 because our pool fail eight inspections from the county due to the poor practices and employees of the company fighting. There was no communication from project managers because they changed frequently, without communicating the new assignment to us. We would send emails, and no one from the company would respond. We would call, and no one would respond. During our project, I counted at least four different project managers assigned. ***** ordered a heating pump for our pool but was told it was not included in the original contract. ***** had a conversation with the project manager notifying him that he had also been billed an additional $5000 by the project manager who was assigned to the project during the extraction phase. He was told that the $5000 would cover the heating pump. We continued the payment schedule that was provided and completed the final payment on 5/23/2022. Our pool was completed on 6/26/2022. We received the vacuum sometime in July and it stopped working in August. We emailed and requested a warranty contact to get it fixed, with no response. In April 2023, we received a certified letter informing us that we owed $6250 for a heating pump. We explained to *** the agreement that was made with the project manager. We were threatened that if we did not pay the money, our warranty would not be covered for our pool. Please assist us in getting our money back ($6250), getting the vacuum replaced that is no longer working, the pool rope we never received, and a copy of our warranty.

  

  Business response

  06/12/2023

  We have spoken with the customer and have a plan in place to resolve outstanding items. The pool rope was delivered last week.  We will have the lights fixed/replaced and a new vacuum cleaner delivered to the customer this week.

  Customer response

  08/16/2023

  We have not received resolution from Anthony & Sylvan.  We have not been contacted by a representative of their company since June 15, 2023. 
  
  We received a rope, but the refund, the vacuum and the light have not been resolved.  
  
  The following notification was sent to the company representatives today, with message be received from one of the employees indicating she is no longer with the company.  This is another usual occurence.  Please see the communication that was sent by us to Anthony & Sylvan today:  
  
  Good afternoon, 
  
  I am following up regarding the repairs that were supposed to be completed on our pool.  Today is 7/21/2023, and we have not heard anything from a representative from Anthony and Sylvan since our last time reaching out to the company.
  
  As we all know, the summer is almost over. We have not received a refund for the payment we made when our warranty was being threatened.  We have not received a vacuum, and our light is still not working on our pool.  What kind of company operates like this?  I had to resort to contacting the Better Business Bureau to receive action from this company, and after your company sent a response to the BBB on 6/15/2023, we have not received any additional communication from Anthony and Sylvan.  I cannot say that I am surprised because this is the company's usual, which a lack of response and no follow through.   
  
  ****** *********, who is supposed to be a leader in the company certainly has not followed through or contacted me or my husband to ensure we were satisfied customers.  My question now is, when someone will ensure that what was promised by your company takes place at our residence?  
  
  I would love to be contacted immediately to discuss the next steps.  I can be reached by phone at 803-463-8254.  I look forward to speaking with someone soon.  
  
  ***** *****

  

  Business response

  08/22/2023

  We have been in communication with the customer throughout construction and to address their warranty claims. During excavation, the customer paid $5,000 directly to the excavator for added work due to rock. Then on 3/17/22, the customer signed an addendum to add a pool heater for $6,250 and provided payment for that heater on 5/25/23. Warranty repairs on their pool light, booster pump, vacuum and rope were completed in June and July of 2023. The customer’s warranty remains valid, and we will complete any necessary work submitted. We hope the customer continues to enjoy their swimming pool.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New solid safety pool cover ordered on 5/13/21, including additional cost for extra perimeter reinforcement ($2800). When cover arrived and was put on the pool, the reinforcement length did not cover the pool coping as expected. Anthony Sylvan was notified and cover vendor returned and agreed there was not sufficient reinforcement in multiple areas of the cover. We agreed with AS that we would use it for the season and they would return to pick it up in the spring when we opened the pool. The cover was picked up on 7/18/22, after numerous attempts in asking for a date. Initial discussions indicated it would be returned by September for pool closing. In early September we began reaching out to inquire when the cover would be delivered so we could close our pool. By late September we were told they were ~6 months out and they eventually provided a temporary cover with the hope our cover would be delivered soon thereafter. They reached out on 12/14/22 asking a question and indicated it was being repaired. As of now we are still waiting the return of our cover with no delivery date or update, despite numerous attempts in contacting them.

  

  Business response

  06/05/2023

  At this time Anthony & Sylvan has returned and installed the cover for the customer. Issue should be resolved.

  Customer response

  06/15/2023

  [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

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In February 2022 we signed a contract with Anthony & Sylvan to install a gunite pool. We were originally told that the pool would be completed by August/September 2022. At this point, May 2023, we are still unable to use our pool, have not received education on how to use our pool equipment, have not received our pool chemicals, and despite dozens of emails, texts, and phone calls we cannot get a single person to respond to us with a resolution. The few times we have received a response, it was to tell us that we needed to buy additional services. Some of the equipment has never been turned on, and considering we had a leak immediately after the build was completed, we are lacking confidence in the remaining work, as well. Please note that our final payment was made at least 9 months ago. Additionally, our experience with Anthony & Sylvan was rife with problems. We went through 4 separate project manager, but spent months without one at all. We were responsible for all project management from calling to request schedules to giving the building crew the blueprints. The crews left massive piles of debris and gravel throughout the entirety of our backyard. They also dumped buckets of mortar in our yard. We were responsible for the clean up. And we had to hire another company to come and assist.

  

  Business response

  05/18/2023

  Hello, 

  ***********************, a Project Manager, has a start up, salt indoctrination, and equipment lesson scheduled for 5/24. This has been communicated to the customer. I will follow up with **** and the customer after 5/24 to make sure there are no outstanding issues. 

  ** ********

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted Anthony Sylvan pools in the late spring of 2021 with work to be done in the fall of 2021. This project had a cost in excess of $20000. Work was started in the fall of 2021, but it was a very slow process. Crews would show up late or not at all, requiring many phones calls as well as days waiting for them. Work seemed to be ok but it was sloppy with plaster splattered on my pavers and diving board. (which i replaced), Clean up was partially done and I ended up power washing the deck. Crack appeared in early spring of 2022 in two steps and in order not to cut into the 2022 swimming season. it was agreed to repair the steps in the fall of 2022, which was done only after repeated calls to the company. We winterized the pool and covered it for the winter. Pool was reopened it in spring of 2023 and notice that the cracks reappeared in the top two previously repaired steps. A claim has been submitted to Anthony Sylvan and to date we have not had anyone come to either fix the steps or come to examine them. Today is May 15th,2023 and I am told that a Forman of Sylvan's contractor is coming today to inspect the steps. Photos have been submitted to Sylvan with the in the claim back in April. I order for this work to be accomplished it will be necessary to lower the water in the pool over two feet, approximately 1-2000 gallons. Causing additional cost of pumping and replacing the water

  

  Business response

  05/30/2023

  Anthony & Sylvan has been working with the customer to resolve the concerns with cracking at the stairs. The Construction Manager was onsite 5/18/23 and is working on next steps with the customer. 

  Customer response

  06/03/2023

  [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: It took them over two weeks to advise that they are "trying" to schedule someone to come out and they gave me June 14 as a 'tentative date'  which i believe is simply a stale tactic.  This company is impossible to work with. I have been dealing with their poor workmanship as well as their impossible communication and follow for almost 2 years 

  i had to follow up with them to get a reply as to when they were coming. They do not communicate with me unless I contact them first. 

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

  

  Business response

  07/10/2023

  A representative from Anthony & Sylvan (A&S) was onsite 6/21/23 to address areas of concern. A&S rep discussed process with the Consumer when onsite and provided some additional chemicals and a 50/50 brush for Consumer to use throughout the remaining pool season.

  Customer response

  07/25/2023

  A rep from Sylvan did come to my home and tried to repair the cracks in the steps but was unable to repair them as he tried to sand them out.  They are unsightly.and I expect them to get worse as time goes on.  The Company just does not do good work and is impossible to deal with. While he did try his best to remedy the issue, Had the work be done correctly the first time the replastered the pool, it would not have required them to attempt to "fix" them.  I did not pay over 20000 usd to have poor workmanship.  If the issue get morse, I will contact them again to come in and strip and replaster the steps and pay for the cost of lowering the water and replacing it. I have a close friend who  who also have their pool reconditioned and them have the same problem. I will take legal action if necessary. 

  

  Business response

  07/25/2023

  The technician that was onsite on 6/21/23 advised the consumer to reach out in Spring of 2024 to review the condition of the steps and determine if additional work is needed. Anthony & Sylvan will be happy to review at that time.

  Customer response

  07/25/2023

  [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 they cannot seem to keep their word.  this is the second season with this issue.   I would like for them to confirm when in the spring they will come lto look at the steps and that the problem. will be fixed so not to cause a delay of   the start of next years.  swim season  I do not want to spend hours  trying to get someone on the phone to come here...  thy should send me an email.  ... The cracks are visible and should not be there. 
  
  Regards,
  
  *************************
  

  

  Business response

  08/04/2023

   A representative of Anthony & Sylvan spoke with the client via phone on 8/4/23. A&S has agreed to reach out to the client the 2nd week of April 2024 to schedule a date to be onsite to review and address concerns with the stairs entering the pool. The Client was agreeable to this as long as the resolution is not delayed in 2024.

  Customer response

  08/17/2023

  This business has been bad in keeping their word as to scheduling work. Since they started this project, they have been late or just does not show up.  I would like to keep this complaint open until April to see if they do follow up and come here when they say and fix the steps.  They are just not trustworthy.

  Customer response

  08/17/2023

  [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 this business has been bad in keeping their word as to scheduling work. Since they started this project, they have been late or just does not show up.  I would like to keep this complaint open until April to see if they do follow up and come here when they say and fix the steps.  They are just not trustworthy.
  
  Regards,
  
  ****** ******

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Anthony Sylvan is not providing a storm water system, that I was not aware of. Before signing the contract they advised me that I only had to install door alarms. Now that the pool is completed and I need a final inspection from my township they are telling me that they dont install the system. I contacted the inspector who informed me that the pool company should install this system.

  

  Business response

  11/15/2022

  The pool was installed correctly and to all contractual specifications. The topographic survey has a storm water management system on it that was not installed. This is customer responsibility. We are working with the township, the engineer, and landscapers to help the customer and provide an adequate solution in the interest of customer service. 

*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. ↩