ComplaintsforAnthony & Sylvan Pools

• 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

  05/19/2023

  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

  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. 

• 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.

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