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:10/08/2024

  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.

  My wife and I signed a contract with Anthony Sylvan pools in 2021 to build a custom pool approximately 150K. Summer 2022, we filed a work order for a leak around the spa. Anthony Sylvan came out and did a leak test and they said you have a couple of leaks. They were going to schedule to come out and repair the leaks, time passed quickly and they never came out. September, I sent an email requesting the repair and they first said, if we come out and no leaks are found, I would be responsible for $600 leak test. Now they said my warranty has expired and also because they checked my PH level and it was off, they could not warrant the repair of the spa. Oh, when they were installing the pool, the cement truck ran over my sprinkler controller and they didnt pay for that either.

  

  Business Response

  Date: 10/10/2024

  Good morning all,

  Thank you for bringing these items to our attention.  We hate to hear of these frustrations you've referenced.

  After partnering with the team there seems there was an issue with a spa spillway leak and a faulty salt cell.

  The team came onsite and determined the salt cell was badly corroded seemingly due to insufficient water chemistry.  As a customer service gesture, we went ahead and took care of the salt cell for the customer at no charge, even though not covered under warranty due to the corrosion. 

  Unfortunately, the spa spillway warranty expired on 03/28/2023.  We'd be happy to connect the customer with a resource who can help directly on sealing the spa spillway.

  Hope this helps!

  Thank you,

  **** ****

  Anthony & Sylvan Pools

  Customer Answer

  Date: 10/16/2024

  [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: 22397079
  
  I am rejecting this response because: Anthony& Sylvan didnt do anything to the salt cell because I did it myself. The initial claim was in *********************************************************** 3 leaks but no one came back out to repair the leak. So if the warranty expired in 2023, no one repaired my spa.
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/02/2024

  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.

  **************** for Gas Pool Heater Complaint I am writing to express my extreme dissatisfaction and need for assistance with the service provided by Anthony and Sylvan Pools in relation to a warranty claim we submitted on August 19, 2024. Background:* Two years ago, Anthony and Sylvan Pools installed a gas pool heater as part of our pool construction.* Recently, the heater malfunctioned, rendering it inoperable.* We promptly submitted a warranty claim, hoping for a swift resolution.Service Timeline:1. Initial Inspection: * Anthony and Sylvan Pools sent a technician to inspect the heater. * The technician confirmed that a specific part needed replacement. * We were assured that the part would be ordered promptly.2. Endless Delays: * Despite our weekly follow-up calls, we have received no meaningful updates. * Promises of callbacks have gone unfulfilled. * No appointment has been scheduled to replace the faulty heater.Lack of ****************** The lack of communication and responsiveness from Anthony and Sylvan Pools is unacceptable.* We have been waiting for nearly 60 days without a resolution.* Our pool heater is still under warranty, yet we are left without a functioning unit.Impact:* As the weather cools down, our familys enjoyment of the pool is severely compromised.* We expected better service from a reputable company like Anthony and Sylvan Pools.Resolution Request:* We urgently request that Anthony and Sylvan Pools either repair our current heater promptly or provide a new one under warranty.* Additionally, we hope that they improve their customer service practices to prevent similar situations in the future.We appreciate your attention to this matter and trust that the Better Business Bureau will advocate for a fair resolution. We believe that no customer should endure such prolonged inconvenience and lack of communication.Thank you

  

  Business Response

  Date: 11/05/2024

  On August 19th, 2024, A&S was made aware of Mr. ***** warranty claim, submitted through our websites online portal. We responded later that day, confirming a warranty site visit on August 21st. Our Technician, ****, was able to diagnose the issue with the customers heater igniter, and we began the process of ordering replacement parts from the manufacturer, ******. On August 27th, Mr. **** requested an update, which was responded to on August 28th, that we had ordered the replacement parts. On September 10th, we received notice from ****** that the replacement parts were being shipped to our warehouse. We updated Mr. **** that we would schedule a subsequent site visit after receiving. Unfortunately, ******* delivery never arrived, however, **** was able to locate a replacement igniter in our warehouse, and returned on October 3rd to replace the igniter. Unfortunately, it was discovered that the board unit also required replacement. A&S Warranty Manager, *** ******, returned on October 5th to replace the board and confirmed with Mr. **** that the heater was now working properly. The warranty claim is now closed and the matter is resolved.
  
   
  
  Sincerely,
  
   
  
  ***** *.

• Initial Complaint

  Date:10/01/2024

  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.

  I contracted with Anthony Sylvan to re-plaster, re-tile, and re-cope my 18 year old Anthony Sylvan pool. I paid >$30k for the project. last year. On 2 July 2024 I submitted a warranty claim based on several issues with the tiling (it buckled/bulged in two areas by the shallow end and was misaligned by 1/4 inch+ in at least twelve different areas). Over a month went by and no one from Anthony Sylvan contacted me. I called them and on 19 *********** and the Project Manager showed up. The workers stated they would have to shave the new plaster to fix the bulged area and have to remove and replace a large portion of the tiles but that because the tiles were so misaligned, that they would have to grout underneath some of the new tiles up to the plaster and the grout will look different butted up against the plaster. Aesthetically unpleasing for both solutions. I showed the ** the issues at hand and agreed that there were issues with the tiles and I asked the ** to stop work so he could talk with his management to discuss acceptable options and get back to me by 7 September. I have heard nothing since that time. I sent an email to the Anthony Sylvan ** and HQ Execs asking for a response on 29 September and have still received no response. I am asking for them to correct the issues satisfactorily without compromising the aesthetics or recieve compensation for the issues their workers caused with the tiles (and caused a leak in the skimmer area).

  

  Business Response

  Date: 10/08/2024

  Anthony and Sylvan has been in contact with the customer and has come to an agreement. Should the customer have any further questions they should reach out directly to Anthony and Sylvan.

  Customer Answer

  Date: 10/17/2024

  [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: 22368123
  
  I am rejecting this response because:

  The General Manager for Anthony & Sylvan responded, "suggest the pool be closed and we set up an inspection in the spring to discuss some other options on what can be done." I declined and responded on the same day, 14 Oct 2024, "Your suggestion is unacceptable for multiple reasons. First, this warranty claim is over 100 days old and we are no closer to a resolution than I was since submitting the claim on 2 Julymultiple delays in returning/ignoring my calls/emails (~17 in total), the lack of communication during this claims process and the multiple no shows from A/S **** during this time is no excuse to put it off til next season. Second, since a majority of the issues are in the shallow end and even though the pool is closed, the water is below the tile line so I would be able to pull back the safety cover to show you and/or any of the A/S **** and Arbitrator the issues in person (the workmanship/issues are much worse than the photos show) and it is critical that you/they see the bulging/buckling areas to be able to make informed decisions on realistic options to resolve. Finally, I paid in full all bills due on-time from A/S last year during the project I believe I should get the same respect and timely response from A/S in resolving this warranty claim promptly.
  ****** C 
  Note: I am also still out $472.50 for the pool leak detection company I used earlier this summer to detect and patch the leak by the skimmer caused during by A/S workers during the project last year (this is previously documented).

  The General Manager responded, **** C, as discussed, the concerns your raise fall within the construction tolerances, and the best I can offer regarding the leak concerns and the tile is the $1,000." I Responded back to him the following, "Clearly the buckling/bulging of the tiles of >1/2 in photos 1 & 2 below are not to any construction tolerances and as I previously mentioned, the grout misalignment lines as can be observed in a few of the pictures exceed the 1/4 ANSI standard and the others misaligned is just poor workmanship which I am sure A&S would not place in their renovation advertisement brochure. You declined in your 14 Oct email to come over to my residence to observe the issues and am quite surprised that A&S would look at some of the pictures I provided of the issues and state that falls within construction tolerances!!! Since you are not willing to accept my offer to view the issues this year, I would like to invoke the warranty Dispute Resolution and Arbitration clause of our contract which states: 
  YOU AND WE AGREE THAT ANY CONTROVERSY, DISPUTE OR CLAIM, INCLUDING BUT NOT LIMITED TO ANY CLAIM FOR CONSUMER FRAUD OR ANY OTHER STATUTORY CLAIM, (COLLECTIVELY CLAIM) ARISING OUT OF OR RELATING IN ANY WAY TO THIS AGREEMENT OR ITS BREACH THAT CANNOT BE SETTLED THROUGH DIRECT DISCUSSIONS SHOULD BE SUBMITTED BY THE CLAIMANT TO NON-BINDING MEDIATION, ADMINISTERED BY A MEDIATOR MUTUALLY SELECTED AND AGREED TO BY THE PARTIES, OR IF THE PARTIES CANNOT AGREE ON A MEDIATOR, BY A MEDIATOR WITH THE ******************************** (***) PURSUANT TO ITS COMMERCIAL MEDIATION RULES.
  Please provide me asap up to 3 names and numbers of mediators A&S is agreeable with and I have contacted two local pool renovation companies to see if they are willing to be a mediator and will send you their names and company if I do not agree with any of your mediators or we can go straight to a mediator from AAA. Please contact me asap with your decision.
  Again, I will restate that all I am looking for is for A&S to fix the issues and if there are issues that cannot be fixed without greatly impacting the look (such as shaving the plaster in the two areas the plaster/tiles bulge/buckle), provide appropriate compensation.
  
  
  Regards,
  
  ****** C
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/24/2024

  A & S has agreed to a job site inspection scheduled in November with a representative from another department to remedy the situation. If the customer has any other questions, he should contact A & S directly.

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and because the company has scheduled a visit to my house on ***************************************************************************************************************************************** I will consider this case closed.
  
  Regards,
  
  ****** *********
  
  

• Initial Complaint

  Date:09/25/2024

  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 April 2023 the company started renovation of my pool.Payment was made on several dates. Full payment was required before the job was completed.Since May of 2023 a few issues were not completed and some had to be redone.The pool light ProLogic was not installed. The switch was not installed, just re-wired after my complaints. The electrician said the job manager had the Pro-Logic; the manager said the electrician will supply it.The ladder was improperly re-installed. They came back and removed it early summer 2024. They've been saying that the ladder is on back-order. The pool is deep, so a ladder is necessary. The holes are unsightly and probably a trip hazard. I have not invited company since before the renovation.I have called, written and emailed many times.

  

  Business Response

  Date: 10/14/2024

  A & S has been informed that the ladder is no longer on back order. It has been ordered and will ship.  Once it arrives A & S will contact the customer to schedule installation.  

  Customer Answer

  Date: 10/28/2024

  Complaint 22341765

  This was not fixed by Sylvan Pools. I called them, but no response.

  I couldn't open your link, without my son in law's help.

  Please re-open my case.

  Thank you.

  

  Business Response

  Date: 11/07/2024

  Anthony and Sylvan has spoken with the customer & has committed to install the handrail in the spring of 2025. We have also commitment to providing a quote for a remote for the customers light.

  Customer Answer

  Date: 11/08/2024

  Dear BBB,

  Thanks to you, part of the issues has been resolved.  

  Please don't close the case, as your monitoring is very important.

  Best,

  ******

• Initial Complaint

  Date:09/17/2024

  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.

  We had Anthony and Sylvan pools renovate our pool in September of 2022. The summer of 2023 it was fine. The summer of 2024 if was so rough it cut our kids feet. We tried to get AS pools to come out, but they wanted $153 just to come out. We called another pool company. They came out they drained the pool and found that the hydro stats were plastered over, so they couldnt work ( this keeps the pool from heaving out of the ground), and they found the plaster had delaminated (which is due to poor plastering). We again reached out ******* ****** of AS she sent her plastering team out. They confirmed what our water company had found. But they refused to fix the problem even though it is under warranty. We have called numerous times with no response. ******* ****** promised to send us information on how they would move forward on this issue, after two weeks no information and she refuses our calls

  

  Business Response

  Date: 09/23/2024

  After discussion with the customer and a review of pictures provided by customer and our crew, we are passing on instructions on how to complete a treatment successfully for remediating scale and other staining that has occurred since Anthony & Sylvan plastered customer's pool.  Due to the nature of the plaster concerns, namely scaling as well as delamination of plaster from the pool shell (we provided a replaster over the existing finish only), this would be excluded from warranty, unless when the scale remediation is complete that the results show otherwise.  We are happy to inspect the pool after the scale remediation or in the spring, whichever comes first, and are actively working with the customer on other paths forward as well.

• Initial Complaint

  Date:09/17/2024

  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 purchased a new pool that was finished in June 2024. Part of the pool was constructed incorrectly and I want that remedied to meet my warranty and have been reaching out to this business for over a month repeatedly and they refuse to contact me back or fix the problem.

  

  Business Response

  Date: 09/24/2024

  Good afternoon, All! We appreciate you signaling us with your concern. We're very happy to see that a solution was completed. Please let us know if we can help you with any other opportunities with your pool! 

   

  Thank you, 

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

  Anthony Sylvan Pool Charlotte

• Initial Complaint

  Date:09/08/2024

  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 a pool built in 2006, I used Anthony ******** to do a replaster job. I also had two of the pool lights that were out as well, so I decided to also upgrade the lights and get a wireless system to be able to use my phone to power the lights and spa heater. The salesguy said, awesome, no problem, we have a great system to install for that. The replaster and water line tile job went great. No issues. When the job finished, someone came to set up the wireless system. Well come to find out they installed a whole new electrical board, but not the wireless. So they came out and said, no problem, that is our fault. Great!, They added the wireless component, but the remote that came with the system oddly does not work. Now where everything fell apart.... the system they installed is incompatible with my salt cell and heater! This was not communicated at the sale or on the contract. Now I have no working salt cell or spa heater and they refuse to resolve the problem. I have given them 3 months and keep getting the runaround. Also, the lighting they installed is completely stupid. To change a color it has to rotate through all of the colors before stopping on the chosen color. So I have it set to come on for an hour every night, and every time it turns on it rotates through all the colors before stopping. I was sold a ridiculously expensive lighting system that made the whole electrical system incompatible with my existing infrastructure and all I really wanted was wireless control from my phone.....Now I am out extra thousands of dollars to fix this issue on my own, while they do not respond to emails anymore. Buyer beware of what they are installing, the specifics are not in the contract.....

  

  Business Response

  Date: 09/25/2024

  Thank you for bringing these concerns to our attention and giving us the opportunity to work with our customer to find a positive resolution. A&S Construction Manager **** has met with customers on-site to review their concerns. We plan on addressing the lights during ****** next visit and we are waiting on a replacement salt cell for the customer. The salt cell is being provided to the customer at no additional charge, and A&S will be installing it as soon as it comes in. **** will be in contact with our customer with new updates very soon.

   

• Initial Complaint

  Date:09/07/2024

  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 reached out to A&S to get a reno proposal regarding a weird spacing issue on our pool between the tile and coping. They were the third company we reached out to, as the other two proposed chipping out the area and replacing with silicone. A&S proposed completely redoing the coping and tile, and replacing with a larger bullnose coping to eliminate the gap. We went with A&S, thinking this might be a long-term solution to our issue, even though we made it clear our tile and coping were not in need of replacement. On Aug 9, prior to signing contract, we confirmed with *** one more time that we were only doing this renovation to address the gap between the tile and coping, and he confirmed this renovation would eliminate the spacing by using the bullnose coping, despite never coming out in person to measure or look at our pool. On Aug 30, demolition team started and completed in 2.5 hours. Before they left I asked how everything looks and they said everything looks good. On Aug 31 installation team came and said the bullnose coping is too big and will not fit. They also said the skimmer is broken and will need to be replaced before tiling. We reached out to A&S and they said if the bullnose coping does not fit they will have to use our original size, and that spacing issue WILL NOT be addressed. They also tried to say the skimmer was not broken. Then they said the skimmer was broken before demolition. We had 2 cracks that were successfully repaired with pool putty prior to demo. However their crew completely broke off unrelated areas that cannot be repaired with pool putty. Additionally, no one is addressing how we have been misled into this reno under false pretenses. Because the spacing issue cannot be addressed, it renders this renovation absolutely useless since our coping and tile were not in need of replacement. Now, our pool has been sitting empty for over a week, further putting our pool in danger because no one is addressing our issues.

  

  Business Response

  Date: 09/16/2024

  We thank Ms. ***** for bringing these concerns to our attention. We have spoken with her and her husband and have agreed to a positive resolution to resolve these concerns and to complete the remainder of the renovation project. If Ms. ***** has any additional questions or concerns in the future, she will contact our General Manager, *****.

  Customer Answer

  Date: 09/28/2024

  Company has still not completed their agreement. They have not responded to us in days. 

• Initial Complaint

  Date:09/03/2024

  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 work done by Anthony Sylvan Pool. We replaced our tiles and coping when the job was completed. We filled our pool a week later my husband went to backwash the pool and noticed the drain was clogged. We went outside and noticed debris was coming out of underneath pipe called Anthony Sylvan to notify them that their workers threw stuff in my drain, they sent the gentleman to my house he looked. He said that the workers did not throw debris in my drain Ive been living in this home for 21 years. Ive never had a problem with my inground pool until Anthony Sylvan did the job its over a month now And we are getting the run around we paid $13,900. Before the job was even start They took my money before they even started the job thats all they were worried about. They subcontract all their work , its just a shame for such a big company to not respond or address this problem. I spoke to *******, which is a project manager and a gentleman called **** which is also a manager and still nothing. This is disgusting how they take your money and then they dont wanna fix what they did .I need someone to please help me with this claim

  

  Business Response

  Date: 09/23/2024

  Anthony & Sylvan sent out a project manager to inspect, test and clear the drains as best as possible, and try to diagnose the cause of any clogs to the customer's plumbing.  While we were able to remove some more of the debris, we were unable to clear all of it, and cannot identify what the material is as we do not believe it's tied to anything regarding the tile and coping pool renovation that was completed.  However, we are actively working with the customer on ways to remediate this and assist the customer to get the pool back to stable water flow.
  
  

• Initial Complaint

  Date:09/01/2024

  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 hired Anthony & Sylvan Pools to build our pool. They "completed" the pool in Sept 2023, but could not get the final inspection before they closed the pool for the season. We coordinated with them on Feb 7th to open the pool in May, so they could schedule the final inspection. On May 19th we reached out to the construction/service team to confirm that they were aware of the 23 May opening date and to confirm that they were scheduling the inspections. We did not receive a response until we followed up again and were then asked what days we could be available for the inspections. We responded that we were available that Friday but that the alarms were not installed. We were then informed that they did not have the alarms needed for the final inspection and needed to postpone the inspection until the week of **** 10th. **** came and went with no change and then we emailed them again on July 1st. They sent a crew out to start the salt system, but were told on 2 July that they still did not have the alarms. July 19th, after no communications, we followed up about the inspections and about the concrete repair team not showing up to complete the repairs. We received no response about the inspections. We reached out again on 28 July, after we checked on the permit and found out the permit had expired. We asked if they had reapplied for the permit and about a final inspection. We receive no response. On Aug 8th we reached out again and received no response. We emailed the customer care team on 8 Aug as well, and received no response to date. We were required to pay in full prior to plastering, so we have nothing to withhold from them and we do not have a final inspection. The pool is being closed in Oct for another season and we cannot get in contact with anyone to get this resolve through email, text or phone. There is no contact information to call the corporate office, nor has anyone responded to our continued emails since July 2nd.

  

  Business Response

  Date: 09/06/2024

  A&S has spoken to Mr. ******* regarding their outstanding permit and final inspection concerns. We are currently working with the local county to finalize the open items and ensure the final inspection is completed this fall, prior to the customers pool closing. We plan to have additional information from the county within the next week and will update the customer accordingly. We look forward to working with Mr. ******* and addressing his concerns in a timely manner.

  Customer Answer

  Date: 09/06/2024

  [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: 22227614
  
  I am rejecting this response because: We have been told the inspections and alarms were being coordinated previously. Once the permit is reopened, alarms installed, and inspection is scheduled we will gladly accept the response. We were told we would hear back about the permit today but have not received confirmation that the permit was reopened. Hopefully they are able to close this out soon. 
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/16/2024

  We understand the customers concern and desire to have the work completed prior to accepting our response; however, we are at the mercy of the county and cannot resolve the remaining issues until the county re-opens the permit.  We applied to re-open the permit with the county and are following up regularly. Once the permit is re-open,we will immediately make sure the outstanding issues are resolved.  I have made several contact attempts to the customer since the rejection, but have not been able to connect with the customer to explain that we are waiting for the county.

  Customer Answer

  Date: 09/16/2024

  [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: 22227614
  
  I am rejecting this response because: There have not been several unsuccessful attempts to contact us.  On Sep 4th, ***** let us know that you were waiting on the permit to be extended and he believed it would be reopen that Friday.  We reached out since the last email and have not received a response.  The last email I sent was Sep 13th requesting an update on the permit status.  Your team has not installed the required alarms for the doors and windows to request a final inspection once the permit is reopened.  I am home every Friday if your team would like to bring them out to prepare for the inspection and can be reached on my cell ************ every day after 4pm, all day Friday, Saturday and Sunday.   I understand now that your team let the permit expire, that you are at the mercy of the county.  We are patiently waiting for the county to reopen the permit as well. 
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/16/2024

  The company reached out shortly after my last response.  They have the main pool permit open and are waiting for the electrical permit to be reopened.  I will update once they are able to get permits reopened and alarms installed for final inspection.

  Thank you,

   

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

  Customer Answer

  Date: 10/01/2024

  Anthony & Sylvan successfully reopened the permits and we received our final electrical and building inspections on Sept 27th.  Our pool project is now complete.

   

  Thank you,

  *****