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:03/30/2025

  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.

  In June 2022 my husband and I signed an agreement with *********************************************** to construct an inground pool in the amount of $86,935.00 9/30/22 the pool shell was dug 10/21/22 the tile and coping was completed 4/13/23 the plaster was completed and we started filling the pool. We were excited to begin our first season making memories with our children and grandchildren! May ********************************************************************************************************************** the slope on the bottom of the pool. There are excessive trowel marks in the plaster in the deep end On cloudy overcast days you could see the crackling more pronounced and the deep end looks awful It is definitely not a very good plastering job We called A&S and was told we had to wait 90 days before we could file a warranty claim. When we questioned that this was a brand new build, we were told that this was their policy On 9/9/23 we filed our claim It wasn't until 10/2/23 that an inspector came out he said that we have to wait until the Spring so they could take a better look when the water was warm. After repeated emails and phone calls the inspector finally returned on 6/24/24 He said that they could come back and address the "rust spot" but would have to contact the plaster sub-contractor to have them take a look. After numerous emails and phone calls all summer long with their warranty coordinator to schedule we told them that we want to be home when the plaster contactor came out A&S was finally able to get the plaster contractor to come but never told us when or what time. When looking thru our Blink videos I saw on 8/13/24 the contractor came out and never notified us. Again I called A&S and was told that our concerns were not covered under warranty. We never received a letter, email or phone call stating their findings. We respectfully request the courtesy of someone with authority contact us to correct the defects of the pool they installed and that we have paid for in full

  

  Business Response

  Date: 03/31/2025

  Anthony & Sylvan provided an inspection of the pool, and it was determined the issues were not a covered warranty item. This was communicated to the customer in an email on 8/14/2024.

  Customer Answer

  Date: 03/31/2025

  [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: 23136085
  
  I am rejecting this response because:

  
  We never received any email on 8/14 stating that it was not a covered warranty item until 8/20 after I repeatedly requested an update. We could go back and forth on this but the fact is that Anthony & Sylvan hired a plaster subcontractor that did a very poor job. This was a new build that was only weeks old and had nothing to do with a warranty. The lack of communication and constantly being pushed off month after month was not acceptable.  We would never have agreed to pay the amount of money we paid to get the finished product that we currently have invested in and we find it very hard to believe that you would be proud of this finished result. We are not satisfied and request further investigation

  
  Regards,
  
  Ed And ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/02/2025

  Anthony is Sylvan's position remains that the concerns brought up by the customer are not covered under warranty. That said, we are willing to partner with the customer to help resolve their concerns. An Anthony & Sylvan representative will be reaching out to the customer directly to present options to move forward.

  Customer Answer

  Date: 04/04/2025

  [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: 23136085
  
  I am rejecting this response because: We have reviewed the response made by the business in reference to complaint ID ********, we are waiting for a reply to their response so we respectfully request that this complaint remain open until we have reached a mutual agreement.
  
  
  Regards,
  
  Ed And ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/26/2025

  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 sent a couple of email and called, no one get back to me, even emailed the CEO, still no reply. Dear ** *****:I hope this email finds you well. I purchased a pool from your company with great ************* pool will be completed in 3 years this coming April. The pool has many issues.1. The tiles at the water line are coming off, almost like they were never grouted in.2. The heater has never worked as advertised and does not stay on, I called the project manager before the 1 year was up and he came out and looked at it for about 1 minute and said it was fine. From the time I have owned this it has never stayed on or worked remotely as advertised. The heater has actually never heated the pool up. 3. The pebble tech is discolored and looks terrible, I also called on this issue and was told it needed a new acid wash before the 1 year was up and nothing was ever done.4. Now most recently none of the lights work, as you can see from the exchange below, I was told by one employee they would be covered and then no follow up from the other. I appreciate I may not have the most expensive pool you have sold. I just want it to work without a headache and constant follow up with your company. I had someone come out and look at the lights. This is a $4000.00 dollar fix and the person looking at the pool told me this should never be happening in a pool this young.I appreciate it has been 3 years, but this is a large investment and I would not think it would be falling apart like this.

  

  Business Response

  Date: 03/27/2025

  Anthony & Sylvan has been in contact with Mrs. ******** and, unfortunately, the mentioned items are no longer covered under warranty. However, Anthony & Sylvan has offered to recommend a trusted vendor for any pool-related repairs.
  

  Customer Answer

  Date: 03/27/2025

  [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: 23119270
  
  I am rejecting this response because:
  
  

  The pool is not three years old.  I have been trying to contact your company for months with no reply.  Further you have not addressed all broken items in my complaint.     I am truly disappointed.  I will reach out to media outlets and the other people with complaints to see how we can organize.  

  I was told by your Raleigh service manager this would be covered you clearly are not as good as your word.  

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

  
  

  

  Business Response

  Date: 03/28/2025

  Anthony & Sylvan is aware the customer is concerned about multiple items. Unfortunately, these items are no longer covered under warranty. Despite warranty status, we will work with the customer to help resolve these concerns.

• Initial Complaint

  Date:03/07/2025

  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 our pool installed back in spring of 2019. Our pool tiles started coming off after the first year- so in *********. I believe we had them repaired them on three separate occasions under the warranty. During the warranty I told the girl that works there that many are loose around the waters edge. When I emailed back a few months later she said it was out of warranty. As year 3 came around our tiles were falling off rapidly. At this point it was obvious there was a serious problem with the installation of the tiles. I had emailed many times with the warranty department but after awhile they started to tell me they could no longer repair them. We had multiple tile companies come out to investigate what was causing the issues. They said our coping is loose which is causing the tiles to fall off quickly. So water was coming in behind the tiles from the ground through the coping. This is also a safety issue. Anthony sylvan offered to repair all our tiles for a charge of $6,587 in that we would have to pay them. They wouldn't even address the loose coping that needed repair. We had quotes to repair both the tile and the coping coming in at $24,000. All the companies ( 3 of them) we had out said the coping being loose was the issue for the tiles. If we didn't fix that problem with the coping then we would incur the same issue again with the new tiles we install. It took us some time to save to do the repairs ( spring 2025 it will be done) and our plan was to ask anthony sylvan to pay only for the loose coping and the tiles to be repaired/ replaced. They are telling us no since they offered to do the work at a discounted rate. Why would we hire the same company to put another band aid on the problem and not even address what the actual issue was to begin with? Anthony Sylvan should pay for the work we need done to fix our 5 year old pool I have many more documents showing all the proof this has been an issue since 2020. I can't upload them all

  

  Business Response

  Date: 03/10/2025

  Anthony & Sylvan has offered the customer a discounted tile repair for issues no longer covered under warranty, as their tile warranty expired on June 25, 2022.
  

• Initial Complaint

  Date:02/28/2025

  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.

  October 28, 2024 I entered into a contract for $73,500 with Anthony Pools and paid $2000 as a deposit. On or around Jan 15 2025 I was sent a payment schedule for $89,500 with no discussion about the increase in price. I immediately cancelled the contract and now cannot get my deposit returned.

  

  Business Response

  Date: 03/31/2025

  We spoke with the customer on March 2nd and explained the various pricing they had received. The agreed upon refund has since been processed and confirmed as deposited in their account.
  
  ****

• Initial Complaint

  Date:02/10/2025

  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.

  Anthony and Sylvan Pools based in *********, **. Breach of contract re: pool design and installation. Unacceptably poor quality and will not accept responsibility for mistakes that were made. Did not provide contractually obligated services. We have detailed emails and other communication to support these claims.

  

  Business Response

  Date: 02/13/2025

  All contractual obligations have been fulfilled for this project. Anthony & Sylvan has offered to repair specific items as a customer relations gesture, which the customer has declined to accept.

• Initial Complaint

  Date:02/08/2025

  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.

  I have had a leak in pool since installing the pool. *********************************************** have been out 5 times to repair and have never been able to correct the leak. They have stopped responding to communication. I have provided evidence of the leak (see photos that have been attached) I am losing more than a 1/4 of inch in less than 24 hours during winter. The photos attached to filing had been taken right after I filled the pool at 5:15pm and then the next photo was taken 8:15am the following morning and you can see a 1/4 inch of water loss. I am having to refill my pool weekly at this point even though we are in the middle of winter.

  

  Business Response

  Date: 02/10/2025

  Good afternoon and thank you for looping us in on the issues you're having with your pool.

  I will be connecting with our regional warranty manager in the morning to gain a better understanding of the history of your pool and your warranty claims.

  Look forward to hearing updates from our team soon.

  Thank you,

  **** ****

  Anthony & Sylvan Pools

   

• Initial Complaint

  Date:02/04/2025

  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.

  The pool company was negligent in cleaning up trash and spilled concrete that resulted in extra clean up and they gave me a verbal Agreement that they would fix the mess.

  Customer Answer

  Date: 02/05/2025

  Additionally yesterday the pool was supposed to be turned on and was unable due to damaged parts and insufficient plumbing.

  Customer Answer

  Date: 02/07/2025

  Additionally my grass in the back yard is now destroyed due to the leak at the filter pump and in all my neighborhood me and each side neighbor are the only ones with standing water in the ditches. My new grad is now mud there as well. 

  

  Business Response

  Date: 02/10/2025

  A&S acknowledges that some debris was left behind after the cleanup was completed. A&S offered to reimburse the customer for additional cleanup cost and has requested an itemized invoice from the customer so that the difference can be reimbursed. Once the itemized invoice is received, we will be happy to review and reimburse for the additional clean up.

  Customer Answer

  Date: 02/15/2025

  I have sent an invoice for the difference. This was a lot of work and the company was a small company that had a small pick up so yes this took them the amount of trips in the invoice this was extra service they did to get the job done  the amount of $3100 is what I want to be reimbursed for  this does not include the lost grass due to the recent leak  I am willing to let that go  

  
   Complaint: 22893385
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 02/27/2025

  I have an additional complaint I have punch list items that were never done such as more lava rock and fixing my fence. I have been unsuccessful getting someone to schedule this. 

  

  Business Response

  Date: 02/27/2025

  In our previous response A&S requested an itemized invoice for the additional work as the invoice that was sent was a lump sum and contained items that A&S was not contracted for and were outside of the scope of the original contract. To date A&S has not received this itemized invoice. 

  In reference to the customers submission on 2/27, A&S shows no open work orders or outstanding punch list items at this time. A&S will reach out to the customer to assist with any current concerns. 

  Customer Answer

  Date: 03/04/2025

  Non of the work was in the scope of work. I explained I have been unable to get the invoice from the vendor. Leaving concrete rocks in my yard concealed was not in the scope of work. Leaving My brand new sod in the front yard looking like a mudslide was not In the original scope of work. The inconvenience was not in the scope of work. I will create the itemized invoice and submit. 

  Customer Answer

  Date: 03/12/2025

  Attached invoice.  Additionally a pool incoming water ***** by the fire pit closest to the house is not giving water and there is a drain holding water buy the pool equipment I have already mentioned.  Additionally oics attached of debris thrown behind my home on public property.

  Customer Answer

  Date: 03/12/2025

  The drain by the pool equipment is still holding water and there is a water source under the fire pit closest to house that does not spray when we turned on pool heater.

  Customer Answer

  Date: 03/12/2025

  More Information...The drain by the pool equipment is still holding water and there is a water source under the fire pit closest to house that does not spray when we turned on pool heater.

• Initial Complaint

  Date:02/02/2025

  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.

  Decking on concrete cracked, was told I had a 1 year warranty on concrete decking when I questioned why there was no rock or rebar in my concrete decking. 2 months later I was told it was a freeze crack and they were not going to fix it, maybe caulk. Paid over ******* dollars and caulk is not acceptable.

  Customer Answer

  Date: 02/06/2025

  I now have a crack in the concrete at my second skimmer. 

  

  Business Response

  Date: 02/07/2025

  We have reached out to the customer to meet and inspect the crack issues and review options.  We are going to discuss these with the homeowner and hope to come to a solution that will be acceptable. 

  Customer Answer

  Date: 02/11/2025

  [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: 22889959
  
  I am rejecting this response because there was nothing in the original signed documents of said decking about not being warrantied. I questioned the poor craftsmanship of said decking (messages attached) prior to installation and was assured by the project manager ***, that I had a 1 year warranty on decking. Two months from installation, the installed concrete cracked before final inspection and you are now asking me to sign an addendum saying I understand the installed concrete will not be warrantied. I do not agree, I paid over ******* for a pool that hasnt withstood the elements of Mother Nature for the duration of 2 months that was previously questioned.

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

  
  

  

  Business Response

  Date: 02/13/2025

  We built the deck per standards and according to the *** (***************************), concrete cracks and is expected to crack per industry standards. However, we did present the customer with a solution to replace the two areas affected and the customer has not agreed with a signed agreement. 

• Initial Complaint

  Date:01/22/2025

  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.

  After having my pool built and the company missing several essential setup steps, they continue to ignore my outreach on my system being either setup or wired incorrectly. This is putting strain on not only my system but my utility usage. The incorrect wiring/setup causes the heater to kick on constantly when in freeze protect. They have refused to fix it or come look at it. Another pool company came out to evaluate and said both wiring and setup was wrong but would not redo it due to liability and said they have seen this multiple times with pools installed by Anthony sylvan. This is just one of several issues they have delayed and/or ignored.

  

  Business Response

  Date: 01/27/2025

  Good afternoon all,

  We appreciate you bringing these items to our attention.

  After discussing with the team, it seems you may have been reaching out directly to an employee who is no longer with Anthony & Sylvan, and his work phone was disabled.

  It's my understanding that our Warranty Manager ****** ****** has reached out directly to you to see how we can help with your pool.

  Looking forward to the team connecting with you soon!

  Thank you,

  **** ****

  Anthony & Sylvan Pools 

• Initial Complaint

  Date:01/06/2025

  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 claim submitted 8/27/24 for leak in a brand new spa build without resolution. I have attempted email and phone call without resolution for follow up.

  

  Business Response

  Date: 01/08/2025

  Good morning all.  Thank you for signaling us about your concerns.  We hate to hear of any frustrations involved.

  It's my understanding that our warranty team has been in contact with you and are working on a resolution.

  Please let us know if we can be of any further assistance.

  Thank you,

  **** ****

  Anthony & Sylvan Pools 

  Customer Answer

  Date: 01/15/2025

  [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: 22772745
  
  I am rejecting this response because:

  We had a service tech here on Monday 13th with no communication of resolution. Our pool equipment is still in service mode and with the freezing temps possible damaged now. I am requesting communication from the company and a service tech to my home to inspect the equipment while taking it out of service mode. 
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/15/2025

  Good afternoon and thank you for your quick reply.

  I understand you have spoken with our local warranty coordinator, and one of our skilled technicians is in route to your home today.

  Hope this provides the information and resolution you were hoping for.

  Thank you,

  **** ****

  Anthony & Sylvan Pools

   

  Customer Answer

  Date: 01/30/2025

  [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: 22772745
  
  I am rejecting this response because: The warranty department scheduled a repair. They came out put a tile over the leak and left us in the same situation. A 2nd repair was set up and no one showed, called , or rescheduled. This is unresolved 1st year of having the pool with horrible experience. 
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/31/2025

  Good morning.  We appreciate the update on the issue you're having with your masonry claim.  

  Ater partnering with our warranty team, it seems we have a different repair crew on schedule for Monday 02/10.

  We also have a technician coming onsite on Wednesday 01/22 to assess what wasn't completed satisfactorily by the previous crew.

  We appreciate your patience as we get this claim fully completed for you.

  Thank you,

  **** ****

  Anthony & Sylvan Pools