Complaints

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a warranty claim last spring 2021 because there were cracks in the gunnite and plaster of the pool. One unsuccessful attempt was made to repair the cracks in late July 2021. They were unable to repair the cracks bc it was determined that it was a structural defect and a different repair approach was needed. They were supposed to come back in October 2021 to make the repair. They did not return. Getting information from this company is incredibly difficult. They have very terrible communication and rarely respond to emails. Contacting them by phone has been unsuccessful. I started in February 2022 trying to get the warranty repair on the schedule. I was passed around to no less then 4 different people. We opened the pool in late April and a new larger crack fractured off the existing ones. I emailed A&S and was told that they would be here to inspect on May 12th. They rescheduled their work for 2 weeks out on May 23rd. Nobody showed up and nobody communicated that they weren’t coming out. I sent multiple emails to A&S with no reply. Finally I included their ******** complaint responder on the email and he said that they would be out this week. On Friday, June 10th, I requested the date they would be here this week. No response was received. I also emailed again this morning and didn’t receive a reply. Currently I am dealing with Mitch K***** and Kevin D********. Kevin is the social media damage control person and Mitch is supposedly in charge of warranty repair for this region. I have all email correspondence that I am happy to forward on. Please provide an email address and will will forward them. I encourage you to look on the Anthony Sylvan ******** page and the group, Anthony Sylvan Built this pool. You will see a nationwide pattern of a business that does not honor their supposed commitment to quality, customer service and aftermarket support.

  

  Business response

  06/24/2022

  We are aware of the Home Owners concerns and issues. We have and are actively continuing to addressing them. The home owner is aware that we are working to engage with a 3rd party company to determine the root cause of homeowners issue.

   

  Customer response

  07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by Anthony & Sylvan Pools in reference to complaint ID ********.  At this time, I accept this resolution but I do not want to close this concern until the warranty work has been completed. I am not confident that A&S will follow through with their proposed resolution since we are in our second summer trying to get the issues addressed and resolved. They initially bring forth a plan to honor their warranty and there is no follow through and communication stops. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 09April2021, I made an initial deposit of $5000 for a inground pool installation, followed by another deposit on 24May2021 of $25,000. We were told that our pool would be started (dig) Oct2021 and finished by May2021, although nothing has been started to-date (13Jun2022). We've called and e-mailed repeatedly over the past year and there's been little to no communication. We're then told that they can dig in the 1st week of Apr2022 and be finished by August 2022, but they did not commit to that plan either. We asked for money back and was only given a refund check on 10Jun2022 of $3,416. And there's been no communication regarding this check or anything else. We need our full refund back immediately for the difference. We'll try and go to the police too, anyone that could help.

  

  Business response

  06/17/2022

  We refunded ****************** his entire $5,000 deposit and refunded the additional payment ****************** made of $25,000. Initially, we deducted permit fees from his deposit check, but decided to refund the entire amount of $5,000.

  Customer response

  07/06/2022

  [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

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They where paid in full for redoing our inground pool. They have not returned to finish the job they where paid to do. There is a 1100 dollar balance of work to be performed.It includes sealing the joints on the decking around the pool. We have called a dozen times and left messages but Noone returns your call.

  

  Business response

  06/16/2022

  An Anthony & Sylvan (A&S) representative spoke with the client and updated him that the tentative date scheduled for the mastic to be installed is 6/23. A&S informed the client that date can shift due to weather and that someone will reach out the day prior to the install to re-confirm again.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with the company for a pool resurfacing, which was completed in the Spring of 2021. Upon reopening our pool for the 2022 season, we noticed blotches over the entire pool surface. We had the chemical balance checked at two different pool stores many times to confirm the chemicals were balanced, and the pool store suggested the blotches were plaster defects, given the timing of their appearance and the look of them. We filed a warranty claim with the company and were first told that the blotches are organic and we should remove them with chemicals. We tried to do so, but were unsuccessful. We were then told by the company that the blotches are scale. We contacted a pool service provider, who indicated, like the pool store, that the blotches appear to be defects in the plaster and scale occurs on the pool tile/surface rather than the floor. We then contacted the company again, but were told again that the blotches are due to chemical imbalances. We have documentation from the pool store showing our chemicals have been since resurfacing, and continue to be, in balance. Before this resurfacing, we had the prior pool surface for the five years weve lived in this house, and never had any issue with blotches on the prior pool surface. We would like for the pool surface to be repaired. We have paid an exorbitant amount for a terrible looking pool that is worse than before the resurfacing.

  

  Business response

  06/09/2022

  The client reached out to Anthony & Sylvan (A&S) regarding concerns with their plaster finish.  These concerns were viewed by the client upon opening their pool for the 2nd season after sitting closed and dormant over the winter of 2021 which is indicative of a water chemistry issue. In the interest of customer relations, A&S inspected the concerns to validate a water chemistry issue and suggested the client work with a local pool service company to treat the concerns.

  Customer response

  06/10/2022

  [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:
  As I mentioned in my initial complaint, I have already followed the Company's suggestion to work with local pool stores and local pool service providers. The feedback from all of these stores and service providers is that the water is, and has been, balanced and that the marks in the pool are arising because of a plaster issue. Also, as I mentioned in my initial response, we have had this pool for six years and never had any staining issues previously.  The Company has a service team, and I did try to request them to come out at my cost to correct the issue, but they indicated this is not a service they offer. If there is a service provider the company can recommend to assess and correct the issue at my cost (if it is not a plaster defect), I am happy to have them do so, as any other company I have contacted has told me this is a plaster defect. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reached out to Anthony and Sylvan on August 27, 2021 about building an inground pool in our yard. We researched other companies and ultimately decided to use them based on reviews from aquantances that have pools in their yard. We were told that there would be NO problem having it completed and ready to swim by the start of this season (Summer 2022). We signed the original contract and sent the deposit of $5000.00, and continued to send all necessary information either the day we were told to provide or within a 24 hour period. Finally met with project manager in Jauary 2022, and were expecting the process to begin. We had to call several times or reach out (through email for written documentation) and have yet to have a clear answer. Each time we reach out, we are told there is another step they need to wait on or an excuse of why things cannot proceed. In March, after reaching out, we were told July 4, 2022 would be more reasonable for a timeline. We understood and accepted that. Again, we reached out several times with no progress. We have asked to be present in the so called meetings the design consultant tells us he has later that day with the project manager each time we call, it has not happened yet. May 17, 2022 we were told, after many phone attempts by us to communicate, that we cannot expect to have the pool ready for this season. We are very disappointed in the lack of communication and motivation throughout this process. We went with them under the false pretense that we would have a pool ready for this summer season. That is not good business practice to claim something that cannot be delivered. The lack of communication makes it even more difficult to accept. There were other companies that were honest from the beginning about not being able to offer the services we needed, and we respected that. It is unfortunate that this process has turned for the worse due to lack of communication and follow through on their part.

  

  Business response

  05/31/2022

  Hello - Our Sales Manager, Ed M********,  reached out to *************************. ************** told Ed  that she retracted her complaint with the BBB.

  See e-mail from Ed M***********: 

   ****,

  *******, the homeowner, said she called BBB and retracted this.

  Customer response

  05/31/2022

  I have heard from the company and would like to withdraw the complaint since they seem to be working on the issue now.
  Thank you!
  
  Sincerely,
  
  ****************************
  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a Pool Renovation Agreement with Anthony & Sylvan pools signed by design consultant Don C**** (******@AnthonySylvan.com), myself (**** ****) and my wife (****** ****) 5/12/21. The work began with the demolition phase on 7/13/21, scheduled by Monica F****** (**************@AnthonySylvan.com) The initial agreement was for $31,970, and included the installation of new tile, coping, mastic, filter, pump, auxiliary pump and plumbing, and the repair of a collapsed line. Project manager Jack N****** (********@AnthonySylvan.com) identified over 20 pieces of the newly installed coping which were defective and in need of replacement. There was a hole in the mortar in need of repair. In September 2021 , they replaced over 20 pieces of coping, and cut through the mastic in these areas. The replacement pieces did not match the rest of the coping in size or color. Jack N****** assured us they would return in the Fall of 2021 with the correct replacement pieces and to fix the holes in the mastic and mortar. They never returned. I contacted Anthony & Sylvan's service center and received a phone call on 11/16/21 and email on 11/17/21 from Kevin D******** in Customer Care (**********@AnthonySylvan.com). After multiple contacts with Kevin between November 2021 and present, I was assured all of the noted outstanding issues would be addressed on April 27th 2022. I confirmed this with Kevin on April 20th 2022, and was given direction to open my pool solely so the work could be completed. Nobody showed up and there has been no additional communication. Additionally, when opening the pool a recurring leak in the newly installed auxiliary pump and a new leak in the filter were identified and communicated to Kevin on 4/24/2022. Coping, mastic, mortar and leaks are all in need of attention despite many months of attempts to resolve directly with Anthony & Sylvan. They should finish the job immediately or refund in the amount it costs me to hire another company.

  

  Business response

  05/06/2022

  We are actively working with the customer to resolve the open issues. We have scheduled the repair to their coping which should be resolved by 5/8. We are working on scheduling 2 additional items as well and will be updating the customer with those dates as well.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our pool installed by Anthony and Sylvan July 6, 2016, The pool cost $53,000 until they hit rock then they added $10,000. They removed the rock but left it piled in my back yard. Since then we have had their company open and close our pool paying thousands of dollars for the services. we also only get our pool supplies from A&S. Last summer we had some tiles falling off. I called A&S, they gave me phone numbers of companies in Philadelphia. None would fix our problem saying they were too far. This winter again I reached out to A&S asking for tile replacement. They gave me the same info and again we got no where. I continued to try to contact them asking that they come do an inspection. They would not get back to me. Finally I contacted another pool company. I sent them pictures and they said they'd come and do an on sight investigation. They came out a few days later. They reported back that there are many issues with my pool. Including 80% of the coping is hollow underneath and lifting. All coping will need removed. The walls have have horizontal cracks in them and the beams are cracked and will need rebuilt. Lot of loose tile and a lot has fallen off. The surface of the pool is pitted and lifting and will need to be scrapped and resurfaced. The deco seal is also in bad shape. I would like to resolve all these issues with A&S not another pool company. And I feel that our pool only being 5 years old should not have this many problems. A&S has a 100% warranty on the structure of their pools. This should be covered since my pool isn't that old and there are cracks in the structure.

  

  Business response

  04/06/2022

  We have agreed to make discounted repairs with the customer to address their concerns and are scheduling repairs with them.

  Customer response

  04/23/2022

  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. We are still paying over $14,000 to repair issues with our pool. We are hoping once everything is complete that we will be happy with the outcome.
  
  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. ↩