Complaints

This profile includes complaints for Anthony & Sylvan Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Anthony & Sylvan Pools

  963 Mearns Rd Warminster, PA 18974

  
• 

  Anthony & Sylvan Pools

  482 Royer Dr Lancaster, PA 17601-5196

  
• 

  Anthony & Sylvan Pools

  14452 W Beltwood Pkwy Farmers Branch, TX 75244-3228

  
• 

  Anthony & Sylvan Pools

  1424 W Sam Houston Pkwy N Ste 180 Houston, TX 77043-3104

  
• 

  Anthony & Sylvan Pools

  147 Gulf Fwy S League City, TX 77573-3521

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The renovation of our pool, performed by ************************************************ began in November 2021 and was completed in May 2022. The scope of work included new tile, coping, and plaster. In June 2024, we submitted a warranty claim after discovering a significant crack in the pool plaster. A second claim was filed in August 2024 after receiving no meaningful response to the first.The company ultimately denied the claim, attributing the issue to water seepage from surrounding pavers. To better understand the cause, we commissioned an independent evaluation by a licensed structural engineer, who determined that the crack resulted from damage to the pools concrete bond beamnot from water seepage. The expert concluded the structural damage likely existed at the time of the renovation and should have been identified and addressed by the renovation team.This oversight directly contributed to the damage now requiring repair. The resulting plaster failure falls under the three-year warranty for defects in materials and workmanship. According to the warrantys Repair, Replace, or Refund clause, this is a covered nonconforming condition. None of the stated exclusions apply.We have since paid $6,397.50 for necessary repairs and are seeking full reimbursement. Despite multiple outreach attempts, we have not received a response. Communication throughout the project and claims process has been consistently poor, making this an extremely frustrating experience.We respectfully request that *********************************************** honor the terms of their warranty.

  

  Business Response

  Date: 07/08/2025

  On May 26, 2021, customer contracted with ********************** & ********************** to renovate an existing pool. Included in the scope of work, A&S was to replace the existing tile and coping, re-plaster the pool and install a mastic joint. A&S completed the Work by May 5, 2022, when the mastic was installed. Customer alleges in a June 12th, 2025 email that there was a structural issue with the bond beam of the pool, that pursuant to their expert, the issue was due to the age of the Pool and that A&S should have identified the issue during the renovation of the pool. A&S denies that it is culpable for the issue. During the renovation of the pool, the issue was not apparent and therefore could not have been identified. A&S empathizes with customer's situation, but did not cause this issue. Additionally, while performing the work, and based on our records, there was nothing apparent related to the issue. Therefore, A&S is unable to accept the request for compensation.

  Customer Answer

  Date: 07/09/2025

  [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: 23542351
  
  We are rejecting this response because the original warranty assessment was flawed. The damage was incorrectly attributed to the pavers, and we were instructed to repair or replace them. However, this would not have addressed the true underlying issue. Following that guidance would have led to unnecessary costs and could have caused additional damage.
  Notably, the original tile was visibly falling offan indication that should have alerted the assessor to a potential underlying structural issue. This red flag was overlooked. Assessing the structural integrity of the foundation is a fundamental part of any renovation, and it was not adequately considered in the initial evaluation. 

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

  
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are seeking a new lightbulb for our pool which will require removing excess plaster left by the pool company. In Oct/November 2023 we had our pool resurfaced. When we opened the pool in the summer of 2024, our one light wasnt working. At this point, their work was still under warranty. We called Sylvan and they came out to check it and they said there was no leak but they they would replace the lightbulb when they could get it. The lightbulb was never replaced after numerous emails and phone calls. Flash forward to the 2025 season. We called a local pool company (Swift) to come assess the problem and replace the light. When they removed the light, the hole was filled with plaster and the wires were encased making it impossible to replace the light. They suggested we go back to ******************************* to have them make it right since it was their shoddy workmanship that caused the problem. We again contacted *********************************************** and told them we would be reporting it to BBB at which point they said the matter would be sent to management. No one has contacted us and they will not return our phone calls. We are at a standstill.

  

  Business Response

  Date: 06/23/2025

  A&S is in receipt of customer's concerns, and Northeast Warranty Manager, ****, has already spoken directly with Mr. ***** earlier today, 6/23. A replacement light order has been placed and **** is awaiting confirmation on delivery, upon which he will schedule with customer, a site visit for the new light installation to occur. We look forward to working with customer to resolve this concern, and will be communicating with them directly via phone and email moving forward.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 29, 2024, I signed a contract with Anthony & Sylvan Pools for the installation of a pool at my residence, with a $5,000 deposit to be held in escrow. The pool was designed to be constructed within a custom-built structure. Unfortunately, the contractor responsible for building the structure misappropriated the funds I provided and I am now engaged in legal proceedings to recover that loss.On March 24, 2025, I informed my representative at *********************************************** that I would not be proceeding with the project and formally requested a refund of my escrow deposit. I was initially told the request would be processed and that it could take a few weeks. After two months with no communication, I followed up again and was contacted by the construction manager, who informed me that the request required several levels of approval but that I should expect an update within two ******** has now been over a month since that conversation, and my recent calls and messages have gone unanswered.

  

  Business Response

  Date: 05/28/2025

  A&S accounting has received all necessary approvals for customer's deposit refund. A check in the amount of $5,000 will be printed on Friday, May 30th and shipped to customer via *****. Additionally, local Maryland Sales Manager, *******, has contacted our customer and relayed the above information via phone. 

  Customer Answer

  Date: 05/29/2025

  [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

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November/December 2022 - excavation was completed Jan 2023 - Installation of Concrete Shell was completed Feb/March 2023 - Phase 3 was completed Prior to plastering, it was homeowner responsibility to final grade. Contractor hired to final grade realized the pool was built at a higher elevation than plans approved by the town engineer. I took thru September/October 2024 to submit new plans to the town engineer to obtain permission to final grade. Final grading was completed in November 2024 and A&S was notified by homeowner. Since then, both the homeowner and lender's representation continue to reach out to A&S Construction Manager, **** ********, to obtain a plaster schedule date. The last message received from **** was 4/29/2025 stating he would provide a plaster date by latest 4/30/2025.On May 5th, 2025, the lender's representation followed up and there has been not response from A&S as of yet. My husband and I tried calling **** and no response.I've attached the most recent email communication but since March 2023 there are thousands of emails back and forward including communication with Corporate (***** ******, VP and ****** *****).

  

  Business Response

  Date: 05/20/2025

  A&S is prepared to move forward with the plastering phase of customer's pool build, following a successful pre-plaster walkthrough with the customer. We anticipate this occurring, this week, the Week of May 19th, with the plaster phase commencing shortly thereafter. These actions are weather dependent, but we will continue to communicate with customer in a timely manner, the likely plaster schedule.

  Customer Answer

  Date: 05/21/2025

  [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: 23305152
  
  I am rejecting this response because:

  Had A&S been diligent and wanted to get this pool finish, they were well aware since December 2024 that the pool was ready to plaster.  There have been made beautiful sunny days for the inspection or the plaster to be completed since 3/15/2025 that according to **** ******* A&S returns back to normal operation from the winter.  A&S chose this week (5/19/2025) to inspect since they see that it is going to rain all week.  They use this as an excuse to their actions to continue to drag the completion of the project. 

  I had a phone conversation with *. ******** from corporate on Monday, May 19th, 2025, claimed that the plaster was not completed due to final payment when both A&S and the lender had communicated since December 2024 that the payment was not going to be released until final completion.  Then **** reached out to us stating that this week the pool was going to be inspected for Plaster.   A&S themself don't get their act right or take any accountability for their mess on not completing this pool which was promised to us for Summer 2023.

  A pool that was priced and contracted to be completed by May 2023 had gone a long way to being in the same percentage of completion from 3/2023 - 05/21/2025.  I have made many attempts to let A&S know that I made plans for us to use the pool this summer and this has completed been ignored.  Last statement we received from **** was that he can only do what his superiors allow him to do; this means higher management has not considered this being an urgent manner or has put all efforts to commit to customer satisfaction.  We feel this is something personal against us in all type of way.

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

  
  

  

  Business Response

  Date: 05/27/2025

  A&S can not in good faith move forward with the plaster phase, when key items are incomplete have been identified, that will cause a failed inspection. Our project manager, ****, recently completed a pre-plaster walkthrough and identified the following items. The electrical trench requires backfilling, and the bonding grid needs to be properly set. A&S will be responsible for addressing these items and scheduling the appropriate site visits. Additionally, customer will need to have grading done as well as make repairs to their fence to pass inspection. These items are the customer's responsibility, however A&S is willing to provide the customer with referrals if needed. Once these items are completed, we can move forward with the plaster phase, and the subsequent final inspection.

   

  Customer Answer

  Date: 06/02/2025

  [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: 23305152
  
  I am rejecting this response because:

  It is unfortunate that a company as big as A&S cannot implement effective communication within their organization to commit to customer satisfaction.  **** was indeed at my property on 5/20 and the only way that I found that out was by looking at my video camera after receiving feedback thru this platform.  On Friday 5/30, after receiving an email from BBB, I tried to call **** about 10 times to find out what A&S response was about regarding their inspection and after going thru my voicemail, I finally found the number for ****.  I have to say that **** was extremely nice and patient and responded to all of my questions.  It seems **** just got involved in my project so he really doesn't know the history but what is important is that he told me what to steps to take.

  #1 - My final grading and fence were completed and inspection passed since 12/2024.  This notice was sent to A&S (see email attached).  What has happened is that my patio was filled of grass dirt due to all the rain since A&S has waited for 5 months after the final grading or 2.5 months after their re-opening from winter 3/15.  This has been cleaned out and my patio is now clean.  The fence was only missing two closers for each front door so that it self-close and a lock on the back gate.  This has been installed.

  #2 - The Electrical trenches were filled by our landscaper as well - A&S will need to reimburse us for this labor.

  #3 - A&S needs to come out asap and correct the bonding grid and provide a plaster date now that everything is how it needs to be.  

  Following this message, I will forward all pictures/videos to **** as he instructed.  
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/05/2025

  We thank our customer for their quick attention to the open items they were responsible for. Our Project Manager, ****, is planning a site visit within the next few days and will coordinate scheduling with Ms. ******* directly. He will also coordinate with customer on the items that are A&S's responsibility to address and the estimated *** for completion. Once all these items have been verified to be in good standing, A&S will be able to complete a final pre-plaster walkthrough that will hopefully ensure a passing final inspection, as well as schedule the pool's plaster date. 

  We look forward to continuing to work with Ms. ******* on getting her pool completed very soon.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pool completion October of *******k pool.. 2nd spring we open pool tiles came off over winter.. put in a warranty claim ,, they came out to fix and still tiles continued to come off.. last year 2024 continued to contact them every week with nothing but a call from their maintenance department with a price of over 5 thousand to re tile.. mind you this is only 2 nd year of pool being installed.. we have had this issue since installing in less than 18 months we had to put in a claim under warranty this same issue continues to happen it has never been resolved so there 3 year warranty doesnt apply because its never been fixed and was filed in less than 2 years they basically told me today were on our own.but yet they advertise lifetime warranty pools which is bait and switch and when they tell you your past the warranty they have someone more than willing to re do their original work not a chance.. fool me once

  

  Business Response

  Date: 05/20/2025

  A&S has been in receipt of customer's warranty claims, dating back to 2020, and has faithfully completed repairs each year, pursuant to the terms in the contract. In 2024, customer again brought concerns to our attention regarding the tile, however at this time, the warranty period had expired. A&S offered to work with the customer to provide a resolution, by partnering with our tile and coping contractor, and acquiring a deeply discounted quote on the customer's behalf. This was communicated to the customer in October 2024, however we did not receive a response at that time. We are in receipt of customer's most recent warranty claim in Spring 2025 for their tile, and remain committed to honoring the offer made in Fall 2024. We look forward to following up with the customer in the hopes of finding a positive resolution to their concerns.
  

  Customer Answer

  Date: 06/03/2025

  This has not been resolved i am being completely ignored by Anthony and Sylvan pools

  Customer Answer

  Date: 06/03/2025

  This has not been resolved.. i have been completely ignored by anthony and sylvan pools

  

  Business Response

  Date: 06/03/2025

  Following up on our previous response, A&S has presented the customer with a positive pathway forward to address and resolve their issues with their out of warranty tile concerns. This offer was presented in October 2024, however we did not receive a response from the customer at that time. Warranty Manager **** has resent the customer the offer again, today, 6/3/25, via email. We remain committed to honoring this offer and bringing the customer's concerns to a positive resolution.

  Customer Answer

  Date: 06/04/2025

  [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: 23275695
  
  I am rejecting this response because:
  
  We were only told that they have a restoration branch and they would send them out to re tile our pool at our expense.. thats unacceptable.. we paid for a pool and almost immediately had issues with tiles and that has happened within our 3 year tile warranty,,, theres no expiration date when problem has never been resolved you have a bait and switch policy.. why would we ever spend money twice with your company for the same pool that has had issues after 1 year
  Regards,
  
  William 
  
  
  
  
  

  

  Business Response

  Date: 06/11/2025

  A&S has, and will continue to stand by their offer of a deeply discounted repair, made in Fall 2024. Recent communication from customer to Warranty Manager ****, indicated that they were rejecting our offer and pursuing a repair bid on their own. A&S's offer will stand should customer wish to change their decision. 

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Anthony Sylvan had me prepay my new pool installation half way through the project.Their project failed hydro inspection two weeks ago, I have left voicemails and havent heard back from anyone.And this is after they delayed the inspection by 7 months.

  

  Business Response

  Date: 04/30/2025

  A&S New York Construction Manager, ****, has spoken with our customer multiple times on 4/30/25 regarding updates their ongoing pool project. A leak was repaired on Friday, 4/25, by our plumber, and we will be performing a pressurization test this upcoming Friday, May 2nd. Our Project Manager, **** will be on-site that morning, and later that day to ensure the lines are holding correctly. We will be re-scheduling the inspection for next week, and our schedulers will be contacting the customer when a time and date is confirmed.

  Customer Answer

  Date: 05/06/2025

  [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: 23268395
  
  I am rejecting this response because the company failed the inspection again today. 
  Can the regional manager please contact me so we can get the project back on track?

  Failing multiple inspections is concerning. 
  I look forward to getting this done constructively, working together to fix this issue. 
  ************. 
  Thank you 
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/06/2025

  A&S is aware of the most recent failed inspection and local Construction Manager, ****, will be contacting our customer within the next 24 hours, directly, to discuss and identify the concerns that need to be addressed to produce a passing result.

  Customer Answer

  Date: 05/15/2025

  [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: 23268395
  
  I am rejecting this response because:

  At our fifth failed hydro test on 5/14 the gauge was well below code. Im concerned that theres a pipe leak in the ground, which would only get more expensive to fix as the project goes on.
  Can we please proceed with the following steps to correct the issue so that you dont face more expensive repairs later?
  Isolate and pressure-test each plumbing circuit at high psi.
  Perform electronic/acoustic leak detection on all buried PVC lines.
  Run a push-camera inspection of the underground piping to locate any cracks or faulty joints.
  Conduct dye tests at the skimmer, main drain, spa suction and return lines.
  Repair or replace any defective fittings, gaskets or pipe sections, then re-test until the system consistently holds 28 psi.
  Please confirm scheduling for these inspections and repairs.
  Thank you,
  Jerry 
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/20/2025

  A&S New York Construction Manager, ****, has spoken with our plumber and the customer on next steps. Our plumber has advised that the pool will need to be drained and prepped for plaster, prior to any leak detection. Construction Manager **** has also spoken with our customer, explaining this plan and outlining the next steps. He will continue to communicate with the customer over the next few weeks as we attempt to resolve these concerns and complete the pool's construction.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid to get my pool re-surfaced in Summer 2023 since completion there were multiple issues identified after the contractors left.1. Discoloration of the new surface 2. Pool light housing damaged 3. Re-surface material dumped in the yard All of the above issues were brought up to the company representatives over the past 2 years. Every time I would get a confirmation of repair needed and being covered by the company but the actual work was never scheduled and never completed. I am seeking Anthony and Sylvan Pools to schedule a repair work order and complete all the repairs as it was discussed and confirmed previously. All email chains are available if needed.

  

  Business Response

  Date: 04/30/2025

  We have contacted the customer and are actively working through a plan to resolve these concerns. Our warranty department is taking the lead and communicating with customer regarding outstanding issues and look to complete them shortly.

• Initial Complaint

  Date:04/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Contract Signing: February 26, 2026. Amount Paid: $134,275 Contract Commitment: Completion of the swimming pool as outlined in the contract and submitted pool plans for permitting.Nature of ******************* failed to complete the swimming pool as agreed.Certain features were either installed incorrectly or left unfinished.The workmanship is of inferior quality.A $9,999 promotion used as an incentive to sign the contract was not honored.Customer referrals promised as part of the deal were not paid.Minimal efforts have been made to resolve the issues, and proposed fixes are substandard. The company has since stopped responding. Specific unresolved problems include:The missing return line to the spa cannot be added at this stage.Absence of an in floor circulation system, which cannot be installed now.The return to the upgraded Venturi skimmer and part of the A&A circulation system is covered by gunite and plaster.Proposed reimbursements are limited to the cost of PARTS ONLY and exclude our costs for plumbing and labor necessary to install these systems. An unnecessary retaining wall was installed due to their failure to measure as outlined in the contract as an "estimate" per the salesman. ***Numerous additional issues related to the build still exist.Failure to respond to warranty claims. Advertising Concern: A direct email sent on February 12, 2024, after the sales visit to the office, offered a $9,999 incentive for signing the contract before the end of the month.

  

  Business Response

  Date: 04/24/2025

  A&S has, and continues to work in good faith to address the concerns brought to our attention by Ms. ***** and Mr. *************** representative **** ***** met with both at their home on 1/15/25 to outline our plan of action to correct multiple items of concern, and reasonable compensation for the items that were unresolvable. Following this conversation,A&S was able to address the customers concerns with the mastic, but ********** indicated at this time, that he did not want A&S, nor our contractors, to return to address any other items of concern that A&S agreed to resolve. Shortly thereafter, a letter was sent to customers reiterating our commitment to resolving the concerns outlined during the 1/15/25 meeting, however this was declined by Ms. ****** At this time, the customers indicated they wished to pursue Dispute Resolution and Arbitration,as outlined in the contract

  Customer Answer

  Date: 05/08/2025

  To be absolutely clear, A&S specifically **** *****, PM **** ****, and Dir. of Ops ***** ********* have admitted they built our pool & retaining walls incorrectly. Yet, instead of properly resolving their mistakes, they are attempting to strong-arm us into accepting a workaround that benefits only the company financially, while failing to deliver the pool we originally paid for.  A proper fix requires breaking through areas of the pool and in the spa wall (gunite and plaster), as major components were either NEVER installed, installed incorrectly, or upsold as necessary but serve no purpose (e.g., retaining wall). Their proposed solution ignores engineering principles, proper water flow, sizing, and plumbing capacity, lacks any common sense in other areas of the build,  and offers no additional warranty for these patchwork fixes. If their suggestions were viable, they would have been included in the original design, saving us tens of thousands of dollars that they refuse to reimburse us for.  Our pool was designed with specific engineering considerations that cannot be altered without compromising the pool's integrity. Any changes are inferior to the original build and should be fully refunded and warrantied additionally. Instead, they are offering a refund for parts only, excluding labor, plumbing, and the MARKUPS included in the total cost we paid. Furthermore, this would not be the pool we contracted to build. This would be unacceptable to any reasonable consumer.
  
  Also, A&S never honored a documented $9,999 promotional offer that was used to entice us into signing with them. Once we inquired about the credit, Dir. of Sales ***** ******* deliberately manipulated the pool cost, using conflicting figures to offset the original price and erase the promotion entirely.  His bait-and-switch tactic was designed to mislead and secure a financial commitment with A&S. His own email records confirm that he could not track his cost inconsistencies, exposing the deliberate attempt to deceive a customer. 
  
  We also formally requested inspection records from **** *****.  We only received vague "job site visit" logs which primarily outlined scheduling, not actual inspections. The only mention of an inspection was PM **** **** vaguely stating, updates such as I will perform my inspection".  Meanwhile, **** ***** outright refused to provide documentation of actual inspections, insisting they could ONLY be reviewed in mediation.  We are now forced to involve a lawyer simply to verify the safety of our pool and recover costs for the critical components A&S failed to provide. This is an unacceptable burden for any consumer. These are merely the major issues and does not account for the long list of mistakes and quality failures we have endured throughout this process.  The only corrective action A&S has taken was repairing a 10-foot by 0.5-inch line of mastic caulk -- a basic warranty obligation that took them three days of property access to complete. There are currently warranty claims submitted from January that have yet to be completed. 

  

  Business Response

  Date: 05/13/2025

  Anthony & Sylvan is ready, willing and able to resolve outstanding issues brought to our attention by Ms. ***** and Mr. ******** As previously stated, A&S has provided an outline of our corrective plan of action, which was rejected with no further discussion. Customers continue to indicate that they wish to proceed with mediation to resolve the matter as outlined in the Dispute Resolution and Arbitration provision found in the contract.

• Initial Complaint

  Date:04/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with Anthony Sylvan pools for a pool renovation for ****** was signed with "silver bullet" status in contract, meaning fast completion, and our verbally agreed date was 5/1/25.The demolition was paid by us and done promptly. Communication regarding scheduling of the other portions of the work was poor. Emails were not responded to without prompting. And we had to call several times to try to get any dates for the rest of the work. The tile work was supposed to completed on Friday 4/18/25 by our understanding. But they did not come.I called and spoke to ****** myself about scheduling plaster several times. She at one point said that she would call me back in a half hour and never did. On Friday, while we were working, we received a voicemail that the tile would be done on Saturday 4/19/25. We called back and spoke to ****** and she NEVER SAID SHE NEEDED A PAYMENT BEFORE THEN. It is Easter weekend. The banks and stock market are closed. I have an existing appointment on Wednesday with my *************************** representative to get the money for payment. I had no idea this payment was needed by today. There are no dates or milestones in the contract (despite ****** telling me there were). She sent me an email screenshot of milestones without dates, and apparently I am supposed to keep track of those for her.I asked to speak with a supervisor and none have contacted us. ****** says she is removing this poor crew from our house despite them being in the middle of the work. It seems like we all are being punished for the poor communication. I have never paid so much in cash to be treated so poorly.The crew came at 7

  

  Business Response

  Date: 04/23/2025

  We are working with the customer to complete their project, and have provided tentative dates for remaining work and alternate contacts to provide better communication.

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently tried to obtain a mortgage loan and discovered that Anthony & Sylvan Pools has a maintenance lien on my property that was not released. I had a pool around 2010, I did not finance through ************************************************ I took a loan from my bank and paid the pool in full. This lien should have been released years ago. I have called *********************************************** multiple times. I receive a voice message 100% of the time and have left multiple messages. As of this morning, I still have not received a response from ***********************************************.

  

  Business Response

  Date: 04/16/2025

  Anthony & Sylvan Pools is in receipt of the customer's complaint and is reviewing their accounting records related to the Customer's previous pool project. Due to the length of time since the pool was completed, and the potential lien placed, we will need additional time to investigate. We will contact the customer directly with our findings so that we can work with them to resolve this concern.