Complaints

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A&S completed our pool in May. The QA team reached out for our punch list. I received promises of calls with no follow through. When I contacted their service department they had the project manager reach out with more empty promises of a visit and no contact or follow through. Now we are nearing winter with exposed PVC from the clean up crew busting through the ******, an in-ground filtration system that does not work as intended, and a major crack in the concrete where the decking meets the ******. The best warranty in the business is meaningless without anyone to actually work the requests.

  

  Business response

  11/11/2022

  *****************, our Warranty Manager for Austin/San Antonio will reach out to the customer.

  Customer response

  11/14/2022

  [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:

  While the business did reach out with the warranty link, no action has yet taken place. Given the history of poor or no substantive response or actual remedy, I am not prepared to  ‘accept’ the company’s response at this time.

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

  

  Business response

  11/30/2022

  We have had the in floor system addressed and repaired.  there was an adjustment needed of the valves to divert more water to the infloor heads.  also we are addressing the other punch list items this week.  I believe the open items still remaining are as follows:
  

  need to cover exposed pvc by the gunite
  

  need to address a crack in the concrete
  

  cover PVC by the autofill.  

  Customer response

  12/05/2022

  [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 in floor manufacturer rep indicated additional actuators are needed to ensure proper flow. As it is now, we have to manually adjust the valves daily which defeats the purpose of the web application.

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

  Customer response

  05/01/2023

  We have made considerable progress. The outstanding items are paint on the concrete repair and the final solution to the in-ground cleaning system. Anthony and Sylvan has implemented a temporary solution which is working as expected. Thus far, I am satisfied with the progress.

  Customer response

  05/31/2023

  We are still awaiting final paint of the repaired decking.

  

  Business response

  08/03/2023

  We have been in contact with this customer and resolved the issues as of 6/21/23. We remain committed to ensuring a positive experience.

  Customer response

  08/03/2023

  [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

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/15/22 Anthony & Sylvan began plastering my pool, completing the work on 8/17/22. For this service I paid $13,750, plus approximately $3,000 additional to fill the pool with water. Anthony & Sylvan contracted to resurface the pool interior with "Black Sunstone Pearl", an upgraded interior finish. When the pool was filled with water (on 8/17/22), white streaks running down towards the main drain became evident. They are everywhere on the pool floor, and even on the pool steps. As "Black Sunstone Pearl" is a dark finish, the white streaks are extremely unsightly. Frankly, the pool looks worse than before it was refinished. The images of the "Black Sunstone Pearl" finish presented with the sales proposal show a uniform and consistent appearance, with no sign of streaking. I have contacted Anthony & Sylvan 7 times since the work was done. I contacted Tom O'*****, Jessica S****, Jane B*****, and Neil C****. I contacted these individuals by phone (leaving voice mail), by text message, and/or by email. Not one of these individuals has responded in any fashion.

  

  Business response

  09/16/2022

  Anthony and Sylvan is working to schedule an inspection of the plaster to take place 9/17/22. The customer is being updated by the scheduling department and we will keep him updated after the inspection for the proposed path forward.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Anthony & Sylvan Pools installed a salt generator on June 22th, 2022. Since it has been installed, it has not worked. Two transactions in total were made. One on 6/13/22 for $13,200.00 and one on 6/16/22 $3,300.00. Both transactions were complete prior to the services provided. The Salt Generator was only a portion of those invoices. The company has not corrected the issue despite numerous times reaching out to them as seen in the attached text messages and emails. They once said, the issue was electrical, but the two electricians I have had out there said it was wired correctly. I am okay paying for another electrician to review of their choosing, but they have not provided one to date that knows how to install. We have continued to spend more money on chemicals this year due to this issue. I am not looking for reimbursement there; we just want it work. Ideally, they would come out and fix the issue and get the unit running at 100% and demonstrate that it is generating chlorine over a few day period. Again, I am happy to pay for the electrician if that is truly the case, but the electricians are not sure what to do. Once the pool is closed mid-October, we will not be able to troubleshoot until next May. It sometimes seems Anthony & Sylvan is delaying on purpose. If it is not going to work, they can take the unit back and reimburse me the money spent and install the chlorinator that was removed. They seemed to have take the chlorinator with them as it was not left when the job was completed. Attached you will find email chain and text chain of myself reaching out. I also have call logs if we believe that will help, which I can provide. *********************

  

  Business response

  09/19/2022

  Anthony and Sylvan has been in touch with the client and is working to schedule a site visit to complete the necessary repairs to the salt system. Anthony and Sylvan will update the customer with a date by the EOB 9/20/22. 

  

  Business response

  10/20/2022

  Anthony & Sylvan (A&S) scheduled a technician to return and replace the faulty board for the fusion soft which was completed on 10/17/22. A&S has confirmed this with the customer and advised the customer to reach out if they have any other concerns.

  Customer response

  11/01/2022

  [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 confirm that they have indeed replaced the box and the error message cleared.  Unfortunately, I will not be able to confirm that the system works until we open our pool next year.  I understand that this item may need to be closed out at this time instead of waiting till next year. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a warranty claim in April 2022. Was contacted and told they were working on it. Reached out again late June and was told they were finalizing the July calendar. No response since then. Friday 9/2/2022: filed another claim and per the form was told I would be contacted within 3 business days- radio silence. I have been waiting since APRIL for pool repair and we are now going into winter without it being completed. I would like the owner of the company to call me and need the repairs completed by end of September. No excuses.

  

  Business response

  09/20/2022

  I have spoken with the customer, and we have a plan in place to resolve ASAP. Our crew will be on site today to assess, and we will fix any warrantied items timely. 

  Customer response

  09/30/2022

  [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

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Anthony Sylvan Pools in September 2021 for a renovation of my pool. The contract included installation of a new skimmer and replacement of the pool filtration system and plumbing to the skimmers. They also replaced the coping and the contract included installation of mastic between the coping and the deck. I have paid in full as this company will only work with payment in advance. AS did not complete the job last fall and stated that they would complete this Spring 2022. Despite repeated calls and emails and warranty filings on my part, the job is still not complete one year later. The mastic is not installed and one of the skimmers has leaking plumbing and is not functional.

  

  Business response

  08/31/2022

  Anthony & Sylvan (A&S) has reached out to the client to advise that the mastic will be installed on Friday, 9/2. A&S has also confirmed the plumbing repair was completed and will follow up with the client.

  Customer response

  09/06/2022

  [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 not been contacted regarding the plumbing repair and have no evidence that the repair was done. The mastic was installed as stated. I am calling A&S pools several times per day with no returned calls. 
  
  Regards,
  
  *******************
  

  

  Business response

  12/14/2022

  Anthony & Sylvan has spoken with the client and confirmed that all repairs are complete and no other open items remain.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Anthony and Sylvan pools were originally contracted to replace coping stones and tile around our pool’s perimeter. They began work on August 8th, 2022. On that day, demolition of the existing coping stones and draining of the pool were completed. August 9th: they began to install coping stones around the perimeter of the pool. They also began to install customer-provided tiles with customer-provided adhesive and grout. August 10th: tiling continued and grouted. Tilers advised to use customer-supplied grout but instead they used a brownish-gray grout that doesn’t match the plaster of the pool and looks like a large brown rim now. Tilers advised to fix tiling mistakes but did not. Workers became visibly angry at this writer. This writer felt intimidated by them. Jack and Jason from A&S came to look at damage on 8/19/22. They agreed coping was done wrong but want to charge me $2500.00 to correct the tile/ brown grout line issue and also want me to pay for the tiles that would be used, and the grout and also for the pool to be emptied, refilled, and resalinated. These costs are not mine as I did not make the errors. The Project Manager or GM were never on-site until they came to survey the problems I raised with them. The team at A&S have been poorly responsive. They are saying they are having trouble locating new bluestone to make the repairs to the coping. My pool has been unusable since 8/11. There is still a gap between the coping stones and the patio. There is damage to the patio that they will also have to fix as they scratched it and discolored it due to careless work practices. Those costs to correct do not become mine. Also, the tiles that were applied were not contiguously applied to the skimmer areas and the workmanship was poor with adhesive not being wiped correctly and pushing out from the edge of the tiles. They also left adhesive on the bottom of the pool in the shallow and deep ends and have expressed no plan for which to remove it.

  

  Business response

  08/30/2022

  Anthony & Sylvan (A&S) have been in touch with the client and are working on a resolution for the outstanding items. A&S will continue to update the client with the next steps.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our dig date was week of April 4th 2022. Pre-plaster walk through wasn't until July 22nd 2022. Plaster came week of July 23rd. I only included a few of multiple pictures taken during construction. As you can see, my driveway was destroyed. When this issue was addressed we were told that our contract indicated that the pathway to the work site *** get damaged (can't help you). I also addressed the sidewalk and my neighbor's grass getting damaged outside of that path and I was told the same thing. After the plaster was out in they immediately starting filling the pool. The Jandy valves installed by them are all leaking. We were told that the plumber would contact us, which has not happened. After the pool was filled it was determined that one of the pools returns that was stubbed in was missing. The return was plastered over causing the other return to blow water at high pressure. To say the least, I am disgusted with myself for choosing ************************************************ I will not stop here. I will make sure everybody I know speaks to me before choosing this company. I will also be contacting the PA ****** of the ******** General. They are paid in full and have yet to complete the job.

  

  Business response

  08/25/2022

  We have contacted the plaster crew who has agreed to fix the return line in conjunction of the pool closing. 

  I have contacted the plumbers to get a date for valve replacement. 

  I have contacted the customer directly to confirm this information and ask to do a site visit to look at the describe access issues. 

  Customer response

  10/17/2022

  On 8/19/22 I filed the following complaint: Our dig date was week of April 4th 2022. Pre-plaster walk through wasn't until July 22nd 2022. Plaster came week of July 23rd. I only included a few of multiple pictures taken during construction. As you can see, my driveway was destroyed. When this issue was addressed we were told that our contract indicated that the pathway to the work site may get damaged (can't help you). I also addressed the sidewalk and my neighbor's grass getting damaged outside of that path and I was told the same thing. After the plaster was out in they immediately starting filling the pool. The Jandy valves installed by them are all leaking. We were told that the plumber would contact us, which has not happened. After the pool was filled it was determined that one of the pools returns that was stubbed in was missing. The return was plastered over causing the other return to blow water at high pressure. To say the least, I am disgusted with myself for choosing Anthony & Sylvan. I will not stop here. I will make sure everybody I know speaks to me before choosing this company. I will also be contacting the PA Office of the Attorney General. They are paid in full and have yet to complete the job. The errors scheduled to be repaired on 10/11/22 did not occur. A&S was no call, no show. However, the pool closers did show up on 10/12/22. They could not close the pool due to the repairs not being completed. A&S did fix the sidewalk. The pool's plumbing is critical and needs to be repaired. Enough is enough and freezing temps are around the corner.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted w/ A& S’s rep Mike N***** after 2 hr call & emails. Mike offered discounts & set deadlines for discounts to expire to close deal quickly. Felt rushed but believed him. During conversation took notes & have email exchanges & questions about contract & pool building. Was asked for $5K deposit. I was told $2500 was for plans and $2500 for A&S. Because we had not yet moved from CA to PA and did not own the home, we agreed that if the house did not close or the township did not allow us to build as planned A&S would refund our $2500 & plans would be ours since we had paid for them. Seemed fair & reasonable. Also told we would be put on schedule to dig once we paid the $5K. We were never put on a dig schedule. He told us that the township’s impervious coverage allotment was 15% & thought we would have @ 1000-1200 sq ft to build pool & patio. He planned for 600 sq ft pool, 100 sq ft of coping and 500 sq ft patio. Once plans came back, we were told to remove 380 ft of patio or already existing impervious or go for variance which would be “an uphill battle” as our need was not a hardship. Instead of 1200, we had 820. 68% of promised. Way off. He looked at arial photos & estimated our fence would be @400+ linear ft. His fence representative measured (and other companies), it was 700 linear ft. 75% over estimate. Way off. Told me water mgmt pit between 4-6K. While no price given from A&S (as I had asked for) because it is a full pit, will be much more costly. Way off. M.N***** was unprofessional, arrogant, dismissive. He put us in a “bait and switch” situation, promising way more than delivered. As a self-proclaimed 30+ year professional business how could he be so wrong? Once agreed to cancel contract, plans which were to be ours were held hostage unless paid overage of $6000. No proof of billing, just email from Reg Sales Mgr, Ed M******, saying if we wanted plans, we had pay additional $6000. This is extortion.

  

  Business response

  09/01/2022

  We have come to an agreement with *****************. We are refunding $2,500 of her deposit and we have sent the full engineering plan to her. ***************** should receive both by the end of this week or early next week.

  Thank you,

  *******************

  Customer response

  09/06/2022

  [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

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a pool redone in 2020 by Anthony Sylvan and it was a disaster. After a BBB complaint and other legal assistance they came and redid in 2021. When I opened the pool in May of 2022 (less than a year for the 2nd re-do)- the corner of the coping stones are cracked and chipping away. I reached out to the person I worked with prior ***************************. She informed me they had a new person in the role. I went in and filled out the forms and sent to the new person. I received an undeliverable bounce back. She stated she would send my info and pictures on. I want back in - resubmitted and got another undeliverable notice. I have heard nothing. I called and tried to reach out to the new person: *******. At this point, I have filled out forms, reached out multiple times, and now an additional 30 days later no response.

  

  Business response

  07/19/2022

  Anthony & Sylvan (A&S) has contacted the customer and advised they are working on a date to complete the repairs. A&S will update the customer as soon as the schedule is finalized.

  Customer response

  07/28/2022

  Complaint: ********
  
  I have reveiewedd the response and accept the response as it - they are now in touch and working on scheduling.  I am not satisfied yet as I am waiting to see if they scheule and fix and finish the job.  They struggled here immensely the last go round and I waiting months for them and had to use BBB to get them to even respond. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contracted Anthony and Sylvan to build a pool, they included in the contract a storm water seepage pit, which had to be purchased separately for $6,513. Once work had started on the pit it was found out that this work was not granted a permit by our township as it was not necessary. A & S never followed up on the permit process to pass this info along to us. We have paid this money to a A & S subcontractor, and have not heard back from either one in regards to a refund. They will not take our calls and have stopped responding to emails.

  

  Business response

  07/09/2022

  Anthony & Sylvan has agreed to refund *********************** the cost of the Storm Water Management Pit. I spoke with ******************* yesterday and sent her a confirmation e-mail.

  Thank you,

  Neil C*******

*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. ↩