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

  13343 Research Blvd Ste 295 Austin, TX 78750-7161

  
• 

  Anthony & Sylvan

  2101 Westinghouse Blvd Ste 115 Raleigh, NC 27604-2477

  
• 

  Anthony & Sylvan Pools

  9831 Rea Rd Ste C Charlotte, NC 28277-6655

  
• 

  Anthony & Sylvan Pools

  14452 W Beltwood Pkwy Dallas, TX 75244

  

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:08/10/2025

  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.

  *********************************************** built my pool in 2019. Starting in 2023, noticed that upon opening the pool, separation between the pool and concrete began. A&S decided to sell me more caulk instead of trying to understand the underlying issue. This happened again in 2024, and then this year, the gap was now almost 3 inches wide. A&S came out and looked at it and said the coping and tile needed to be replaced, I asked if this would be covered by A&S and they basically said it was beyond warranty and there was nothing they could do. The person I dealt with did admit that this should not be happening 6 years into the new pool. He passed me over to his manager in renovations and she said it was due to the installation of pavers after the pool was installed. However, other pool companies plus the A&S employee who came out to see the pool, agreed that the pool's coping had detached at some point and the pool cover was pulling the coming into the pool. At some point the coping will fall into the pool unless i get it fixed. A&S is not honoring their product and work. They offered me a "discount" to do the repairs, which was $10.4k, similar to quotes i received from other companies.

  

  Business Response

  Date: 08/11/2025

  Anthony & Sylvan contacted Mr. ******* and explained the tile & coping warranty expired three years ago. However, the customer is open to getting a quote for a significantly discounted repair. Once the quote for this work has been received, we'll communicate back to Mr. ******* and establish a path forward.

• Initial Complaint

  Date:08/09/2025

  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.

  Upon opening my pool that is only a year old the contractor told me the pool either shifted or settled too fast for age. Notified the pool contractors Anthony Sylvan Pools who drag their feet on sending an inspector and solicitor mor fees for me. The inspector maliciously acknowledged the damage but wrote an unfavorable report to not accept responsibility. I am stuck with a pool that is unsafe for $100k.

  

  Business Response

  Date: 08/12/2025

  Anthony & Sylvan performed an inspection for Mr. ******* pool and determined the pool has not shifted. We have offered to repair any damaged tile or coping, as well as recommended a mastic installation around the expansion joint between the coping and deck to help reduce potential issues in the future. 

• Initial Complaint

  Date:08/02/2025

  Type:Service or Repair 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.

  We purchased a pool through A&S during the final phase of the project their grader did not pitch the slopes correctly per A&S drawing. I asked the grade if he needed the drawing to reference to ensure the design is followed. The final grader rejected request and did their own design. The water of the existing swell and pool deck water is now running into the rain garden. The rain water is too much for the design of the rain garden that A&S designed. The rain garden was designed per the specifications provided by A&S which was approved by the local township. Due to the excessive water the plants are dying and water is filling up to the top of the rain garden. Prior to any of the designs A&S knew about the soil quality since they dug two sample holes with their engineer. Our original request to A&S was to have a seepage pit. No one from their side told us we could not have what we requested until I caught on during the build phase.

  

  Business Response

  Date: 08/19/2025

  A&S has recently completed installing a drain pipe in the customer's garden to help improve drainage. Additionally, customer, A&S, and our contractor have agreed to do the remaining final grade in September, when the conditions are more ideal to grow grass. We will continue to communicate with the customer in the coming weeks to help coordinate the scheduling with our landscape contractor on this step.

   

  Customer Answer

  Date: 08/20/2025

  [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,
  
  ***** Komatick
  
  

• Initial Complaint

  Date:07/31/2025

  Type:Order 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.

  We are under contract with Anthony Sylvan Pools since February 2025. Excavation began on April 30, 2025 and 94 days later, we still don't have a completed pool. On July 30, 2025, their General Manager, **** *******, emailed me a Non Disclosure Agreement and stated that if I didn't sign it, they would not plaster our pool. I don't understand how this is legal, since we have a contract with them. I feel that they have defaulted on their obligation.

  

  Business Response

  Date: 08/14/2025

  We remain ready to complete this project upon receipt of the due balance. Per their request, we are awaiting outreach from their representative.

  Customer Answer

  Date: 08/15/2025

  Good morning

  I appreciate your assistance with this matter. I am pleased to see that Anthony Sylvan is ready to complete our project. We had no issue with making the final payment, but we were sent an NDA, attached, with the ** *** ******* stating that we needed to sign it in order for them to finish our pool. We asked our attorney to review it and he stated that it wasn't an *** but a release of all claims, including the warranty. Our attorney has sent them a demand letter on Monday, 8/11/25, and we have yet to hear back from them. 

  I forwarded your email to our attorney who made efforts to contact *** *******, ** ******* to no avail. 

  All we are asking for is a finished product. We were promised a pool by July 4, 2025 and here we are August ******* with no pool. Summer is over, the grandkids are back in school.

  Have a good day,

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

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

  Customer Answer

  Date: 08/15/2025

  Good morning

  I appreciate your assistance with this matter. I am pleased to see that Anthony Sylvan is ready to complete our project. We had no issue with making the final payment, but we were sent an NDA, attached, with the ** *** ******* stating that we needed to sign it in order for them to finish our pool. We asked our attorney to review it and he stated that it wasn't an *** but a release of all claims, including the warranty. Our attorney has sent them a demand letter on Monday, 8/11/25, and we have yet to hear back from them. 

  I forwarded your email to our attorney who made efforts to contact *** *******, ** ******* to no avail. 

  All we are asking for is a finished product. We were promised a pool by July 4, 2025 and here we are August ******* with no pool. Summer is over, the grandkids are back in school.

  Have a good day,

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

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

  Customer Answer

  Date: 08/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  If we are not required to sign the ***** that was sent to us by their GM, *** *******, then this resolution is satisfactory to me.

  Please ask a representative from Anthony Sylvan to contact our attorney, ***** *********, *********************** or by phone ************, to schedule the plaster and we will have payment ready when their crew arrives. 
  

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

  
  

• Initial Complaint

  Date:07/27/2025

  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 had a pool put in by Anthony Sylvan that was completed in April of 2024. Since the completion the heater has never worked properly and the part of the pump has been leaking from the beginning. The tech that helped with the install of the pool was the one who noticed the leak and told me to reach out to the warranty person. I have emailed numerous times. They have said they were going to address these issues but its been over a year and they have not been fixed. I would really just like these issues resolved.

  

  Business Response

  Date: 07/29/2025

  We have received the complaint, and we've addressed the heater on June 2nd this year, and consider this matter resolved. If this is not the case, then we can have another technician out to address. 

  Customer Answer

  Date: 07/30/2025

  [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: 23660567
  
  I am rejecting this response because:
  Someone has been out several times to fix the heater but it continues to have the same problem. It does not always go on and gives a fault code. The heater was not the only issue. There is also a leak that needs to be addressed. 
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/06/2025

  We will have a technician on site 8/7 to review the heater and pump with customer. 

• Initial Complaint

  Date:07/22/2025

  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.

  Warranty Delays, Workmanship Concerns, and Unresolved Issues with New Pool Construction We hired Anthony & Sylvan Pools to build our new pool. While the pool itself is what we wanted and working with ****** was positive, the project has been overshadowed by serious workmanship concerns and unresolved warranty issues.Specific Issues:Cracked decking and curbs:The decking is cracking throughout, and the curbs were poured poorly, cracked, and rushed. These defects were pointed out during the final punch walk and promised to be fixed under warranty, but no action has been taken. We expect proper repairsnot quick patches. If needed, the decking should be fully redone.Rust stain:A large rust stain on the deck remains unaddressed.Incorrect plaster color:The wrong plaster color was installed. Even after an *** **** review, the finish does not match what was shown. We ask *********************************************** to determine the right solution and fix it.Drainage issues:*********************************************** was responsible for rough grading but did it incorrectly. The yard slopes into the pool, causing drainage problems.Standing water:Low spots patched previously still collect water after rain or pool use.Unfinished tile cleaning:They promised to clean tile after repairs but never did.Damaged drain line:The concrete subcontractor cut a drain line, failed to inform me, and covered it up. I paid out-of-pocket to fix it.Poor concrete crew quality:Their workmanship was poor, reflected in cracking, drainage, and sloppy curbs.Communication:The construction manager responds to texts but delays repairs weekly. These warranty and workmanship issues should have been resolved by now.Summary:We like the pool design and appreciated Manuels help, but the unfinished warranty work and poor workmanship have made this frustrating and disappointing.

  

  Business Response

  Date: 07/24/2025

  A&S has received the complaint and will be reaching out to the customer to review and discuss possible resolutions to these issues.  

• Initial Complaint

  Date:07/18/2025

  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.

  Anthony and Sylvan started our pool in 2021 and completed in March of 2022. By the end of the first year we had noticed some brown staining on the bottom of the pool which now covers much of the surface of the pool. We originally filed a warranty claim and began discussing the issue with ***** our project manager in September of 2022. After hearing nothing about the claim we began to contact the warranty department again in Spring of 2023. However the staining became less of the focus because our pool heater mother board had fried and needed to be replaced and we were fighting with the warranty department to get that issue resolved so that we could use the pool. In April of 2023, ****** from Anthony and Sylvan told us that they were scheduling work at least 3 weeks out and we heard nothing. We started reaching out to Anthony and Sylvan again in June of 2024 as the problem was getting worse. I emailed all the names from the warranty department we had, every email was returned undeliverable. I contact *****, our project manager and he gave us ****** ********** name. ****** had someone come out and look and they said they would start with an acid bath at the end of the 2024 season. The acid bath was completed and did not help. ****** told us he would look again early in the **************************************************** March of 2025 he send someone out and said there was scale in the pool and stated he had told us to ensure the pool was balanced at closing. Our pool was closed professionally by a company and had been balanced. In March, ****** told us he would have the plaster contractor come out to look at the pool. ****** told us multiple times over 8 weeks that someone would come out and no one showed up. The last time he mentioned someone would come out was April 29th. We waited home that weekend and no one showed up. I heard nothing after that. On June 10th I emailed for another update and have received no response.

  

  Business Response

  Date: 07/21/2025

  A&S apologies for the delay in scheduling a 2nd plaster inspection this summer to review customer's concerns. Warranty Manager, ******, will be in touch with the customer within the next 48 hours to discuss scheduling and next steps. We look forward to finding a positive resolution to their concerns.

  Customer Answer

  Date: 07/31/2025

  The complaint is not resolved at this time.  Anthony and Sylvan sent a person to look at our pool but they have not given us any further indication as to what they will do to rectify the issue

• Initial Complaint

  Date:07/15/2025

  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.

  July 15, 2025 To Anthony & ********:The pool remodel job we have under contract and work started 6/24 and no other work has been completed since 6/28.There are major issues in our pool remodel 6/24 that you have failed to address. 1.The grouting of the tile around the hot tub is incomplete and the matting is still showing. This was brought up multiple times through construction. 2.The plaster has clear footprints and white spots throughout the pool. There is grey streaking throughout the ********** left grout and construction debris throughout the property and dumped in the excess grout on the property in piles.These issues are all documented which I have provided to you in the warranty claim which you have failed to address. 7/11 Your onsite representatives for plaster acknowledged the issue and recommended acid washing the pool. We told him that was unacceptable because acid washing new plaster, especially in swimming pools, is risky and not recommended. While it may remove some surface imperfections like mottling, it will damage the plaster's surface, making it more porous and susceptible to future staining and discoloration.I have consulted another pool company, and they have informed me that improper plastering using too much water during the troweling process or adding excessive **************** can lead to porosity an unevenness in the plaster, making it more susceptible to efflorescence. They also mentioned poor workmanship with inconsistent troweling, especially when working with plaster containing ****************, can create weak spots that are more prone to discoloration.Unfortunately, when there are footprints and white on the pools plaster, its not possible to fix the issue without replastering the pool.We are requesting a scheduled time to replaster and grouting fixed on the pool within 10 business days or a refund for the plaster, grouting, and labor to replaster the pool which will be returned within 10 business days.

  

  Business Response

  Date: 07/29/2025

  Anthony & Sylvan has sent the plaster crew to inspect the customers plaster concerns. It has been determined the best course of action is to provide an acid bath treatment. This aligns with treatment protocols and is the most effective way to address the plaster concerns. The tile and coping crew have availability tomorrow, July 30th to address the open tile and coping concerns. A backup date of August 1st is also available if the customer prefers. Thank you.

• Initial Complaint

  Date:07/01/2025

  Type:Product 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 went into a contract to install a pool at my residence.I signed a contract on April 30, 2025 I gave them $5,000 as a deposit to start building a pool.I was assured I would have a pool by the summer. I hadnt heard from them in three weeks, so I started to call them to ask when were they going to start the pool. I just kept getting excuse after excuse. So we both decided to part ways and give me a full refund.The contract was canceled, and a refund was ordered June 5th.I have been texting there Attorney every day explaining I havent received my money.His answer is, Im trying to get someone to send it to you. Which is totally unacceptable a month ******** the meantime I need that money, and the assurance that the contract is canceled, to move on to another pool installer. So Anthony and Sylvan are holding me up from doing that.

  

  Business Response

  Date: 07/07/2025

  A&S is in receipt of customer's concerns regarding the deposit return and apologize for the delay. It has been approved internally, and will be sent to customer within the next 2 weeks once processed through our accounting team. 

• 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,
  
  **** ******