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 has 22 locations, listed below.

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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:08/20/2024

  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 hired the company to build my pool and add swim jets, from the beginning they did a very bad job, since then I have make complains and i have tons of email from then keep telling me that they will fix it, now they just stop answer me , this is going on since november 2017. please help, this is the worse company.

  

  Business Response

  Date: 09/13/2024

  Repairs to the lines were made this past week.  The deck was cut out and the lines to each pump were connected to allow proper flow and work properly. Last step will be to pour concrete next week and reset coping. 

• Initial Complaint

  Date:08/19/2024

  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 *********************************************** (*******) to build our pool. Construction began at the end of December 2023. We paid A&S in full mid March 2024. From that point on, we were unable to get any response from our project manager ***************************. We were told by *********************, the construction scheduler, that **** was on another job now and that she would take over getting all the plumbing, electrical, city inspections done. It's now almost 5 months since construction ended and I am still struggling with getting ****** to get a plumber out to bleed and start the heater for the pool. It's terrible how everyone in this company seems to be unresponsive once final payment has been made. The only person from this company who picks up his or her phone/returns a phone call is ****, the pool designer. After speaking with **** on June 12 and one other occasion at the end of June, I never got a call from a manager on the unfinished work as **** had promised. So **** was really no help. We also had A&S build a retention tank which is still incomplete. **** told us he would not order the metal lid to cover the tank until construction was complete to make sure it fits. Construction was completed mid March and he never ordered the lid. We finally got word from ****** that the lid was on order in May. I've been asking for a status on the lid on a biweekly/weekly basis and get no response. Lastly, a warranty ticket was put in for a defective pump (only 2 months old) for the retention tank on May 21, 2024. I would get a response from *************************, warranty ***** that she would check on it and then nothing would happen. In summary, I just need this company to be professional and complete the work I paid them for in a timely manner. They need to complete the following items:1. Get a plumber out to get the heater up and running 2. Put a metal lid on the retention tank 3. Replace the defective pump in the retention tank.

  

  Business Response

  Date: 09/04/2024

  As of 8/30/2024 the following item were completed 

  1) The pool heater was tested and fired up and is operational 

  2) The lid has been installed on the retention tank with a compliant concrete cover 

  3) The sump pump in the retention tank has been replaced and is operational 

  Customer Answer

  Date: 09/05/2024

  [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:08/11/2024

  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 filed a previous complaint pertaining to the construction of my pool by Anthony and Sylvan. I've contacted this company and submitted another warranty claim due to cracking all over the deck. The company said that the cracking was not part of the warranty. This Saturday, 8/10/24, I was looking at the side of my deck and to my disbelief, a wood form board was popping from the side of the deck. The fact that this board is even in place signifies the improper construction of the deck and aligns that the cracks previously reported are from faulty construction as well. I am concerned about the long term safety of the pool as my granddaughter and other children swim in the pool. I explore you to provide some assistance in contacting this company, that continues to neglect their lack of construction safety.

  

  Business Response

  Date: 08/13/2024

  Per contract and the warranty clause, cracks in the decking are not covered under warranty. However, in the spirit of positive customer relations, A&S has confirmed with its deck topping subcontractor that they will return to remove the wood and paint the side of the deck where the customer has noted in their complaint. A&S's local warranty team in ****** will be coordinating the scheduling of the repair and will notify the customer, directly, once a time and date has been received from the subcontractor.

  Customer Answer

  Date: 08/15/2024

  [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: 22125438
  
  I am rejecting this response because:
  
  The response in the interest of good spirit is absurd. A&S failed to properly construct the deck of this pool (and the pool itself from my previous complaint filed with the BBB) as eveidenced by the form board remaining. The fact that they are coming to repair the deck is part of the original build.  The fact that the form board remains in place displays the improper construction of the deck that likely caused or contributed to the cracks across the entire deck.  Not only am I requesting that the form board be removed and PROPERLY repaired, but the repair of all the cracks across the improperly constructed deck.  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/19/2024

  A&S has committed to returning with the deck contractor to remove the exposed form board and painting the side of the decking, at no additional cost to customer.While removal of the form board is typically done prior to completion of the deck, its presence is not indicative of subpar deck integrity, as it has no bearing on the structure of the overall deck. The cracks customer is reporting in the deck topping is caused due to naturally occurring ground movement, which puts force on the deck and can result in surface cracks. Ground movement is explicitly not covered under the Warranty Clause of the pool construction Contract. A&S *************** has made contact with customer and looks forward to finalizing scheduling with deck subcontractor to complete the work mentioned in the first part of this response.

  Customer Answer

  Date: 08/21/2024

  
  
   Complaint: 22125438
  
  I am rejecting this response because:

  Again, as stated in my previous response, the mere presence of the form board is indicative of the substandard construction of this $92K pool.  If you couple this with the previous complaints I filed with the BBB, there is absolutely no possibility that A&S can confidently believe their construction was proper.  One example, during construction, I personally had to provide pictures to a contractor to drill an umbrella sleeve in the tanning ledge because the project manager, ***** failed to ensure it was properly identified prior to spraying the gunnite. Again, this is one example of MANY I have of the lack of attention to detail and are tangible examples of the horrid construction.   In addition, as a 29 year Army Veteran, I am appalled at how a business, in the country I served to protect (including 27 months in combat in ****),  is so focused on profit while taking advantage of our citizens.  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/29/2024

  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 have 2 lights that are burnt out and not working. The lights cannot be changed due to faulty construction. Our pool deck has multiple issues as a result of our pool envelope cracking and leaking extensively due to faulty construction. 2 of our spa jets do not work due to faulty construction. We have made multiple attempts to have AS resolve these issues. They refuse to respond or provide any assistance.

  

  Business Response

  Date: 08/05/2024

  Good afternoon.

  We appreciate you bringing this to our attention and hate to hear of the frustrations referenced here.

  Our warranty team is currently working with the customer on their claims.  

  We had a technician out last Wednesday to address the customer's spa jets that weren't blowing evenly.  When the blower is off 4 of the jets produce bubbles due to the venturi effect.  When the blower is on all 6 jets produce bubbles as they should. 

  Customer's patio was completed by a 3rd party vendor and has 1 (potentially 2) broken light pipes underneath.  We're more than happy to pull in new lights for the customer, but the broken light pipes would not be our responsibility if damaged by the 3rd party deck contractor.  We have a crew on schedule to come out and locate the broken pipe(s) under the deck; and will review their report with findings upon completion to better understand the cause. 

  Thank you,

  Anthony & Sylvan Pools 

  Customer Answer

  Date: 08/06/2024

  [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: 22058500
  

  
  I am rejecting this response because:

  
  After my decking was complete, AS had to pull up all of our pool coping and the first two rows of decking to replace faulty coping installation. Additionally, the company who did the grading and coping were the same and they were not good and are no longer contracted by Anthony and Sylvan. Perhaps the light pipes are crushed, but there is no way to know at this point how or who did it. We would like AS to fix whatever is causing the lights to not work. 

  
  The spa jets: We spoke to the ********** onsite (he was the 3rd ********** to look at our jets since the completion of the pool. The 2 other **********s commented that the jets could not be fixed without digging up the pipes.) The ********** said he "might" be able to fix them. I just tested the jets, 2 still do no function properly - there is no improvement from when I made my initial complaint. Please see attached photo. You will see that 2 jets on the left side of the spa still do no work. We would like AS to fix the jets so that they work as intended. 

  
  Lastly, we would like AS to fix our deck that was damaged by 2 significant leaks in our pool as a result of their faulty construction (note, they have repaired the leaks, or at least we think so, they never came back to test the repair). 
  
  
  Regards,
  
  *****************
  
  
  

  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/06/2024

  Good afternoon.  We appreciate the quick reply.  Anthony & Sylvan is committed to standing behind our warranties as stated in our agreements.

  The crew coming to locate the broken light pipes will inform us of their findings. If we feel they were damaged by Anthony & Sylvan crews, then we'll stand behind the repair. If it's evident a patio crew broke the pipes, we will keep you informed of such.

  Happy to have our team back out to take a look at the spa jets. Based on the technician's jobsite visit report, all 6 jets were blowing when the air blower was in the on position. The venturi effect takes place when the air blower is in the off position. We plumb our spas the same way in a loop each time. A spa jet blockage is typically due to debris in the line that needs to be cleared out.   

  Looking forward to getting the items with your family's pool wrapped up soon.  Hope this helps!

  Thank you,

  Anthony & Sylvan Pools

  Customer Answer

  Date: 08/19/2024

  My complaint is not resolved. 

  The lights have been fixed. 

   

  The jets, decking and ozonator remain outstanding and Anthony and Sylvan have not provided a repair plan or date. 

  

  Business Response

  Date: 09/09/2024

  Good afternoon,

  We appreciate you keeping us in the loop.  ********** to hear the lights have been fixed!

  The part has been ordered for the ozonator, and we are just waiting for it to arrive.

  Are you available onsite Monday ***** or Wednesday ***** from 10a-2p for us to assess the jets with you?  

  We will have deck installers on schedule for the patio repairs prior to meeting you onsite about the jets. 

  Thank you,

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

  Anthony & Sylvan Pools 

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising 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.

  Anthony Sylvan rewards program for referrals. A referred construction commenced in ***** ******* app states 'REWARD COMING ON OR ABOUT 06/27/2024.'I have received NIL correspondence relating to the payment of $1000.00 Local associate advised person we referred earlier in the year it was all on the system and we would receive reward. This was repeatedly confirmed. Construction commenced, the point at which reward is released. After the person referred kept asking the local associate (*******************) about reward he just advised it was in hand and would be released first week July. July 9th, I emailed *** directly regarding action I might need to take where he mentioned the splashcashapp, I ensure I downloaded and added details and could see instantly past referrals and indeed the current one stating the June date for reward. Although I have sent *** and their customer service representative ************************* and the splashcashapp corporate team several emails since July 10th, nobody has responded. I have also sent two mail messages through the app with no reply. (19th and 22nd July)The corporate *********************************************** number has no option to speak to **************** or Splashcash. And when you call the number that splashcashapp advertise, nobody answers, you get an automated voicemail assuring you they will call you back promptly. I have left two voicemails (19th and 22nd July)I have had several issues with this company upon pool build in 2022, and again earlier this year over a missing piece of equipment at installation. To have to battle with them again over their shocking disregard for customers on a product their website states is available for an unlimited amount of referrals is frustrating. Whole departments are choosing to ignore emails and/or voicemails requesting an answer.The company have made it impossible to reach anybody who answers a phone.

  

  Business Response

  Date: 07/22/2024

  Good Afternoon,

  We apologize for the delay in the customer's receipt of our referral reward, and have contacted them directly this afternoon to address. Customer has spoken with our referral administrator, ****, who walked them through last steps and confirmed they were in receipt of the email to claim their reward.

   

  Customer Answer

  Date: 07/23/2024

  [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.]
  
  Thank you Better Business Bureau clearly your action promoted their immediate response.  Its unfortunate on their part that it took this level of 3rd party intervention to ensure they acted, more disappoibted none of the original representatives of the company had the integrity to make contact.
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  Anthony Sylvan built my pool a few years ago. The concrete around the pool immediately started to sink. We called them and they sent someone out to redo the concrete. Within the year we noticed it was sinking once again. We called and emailed numerous times. They finally got back to us saying it was out of warranty. We continued to call and email to explain the issue. They eventually stopped returning our calls and emails. We have had several concrete companies out to tell us how to remedy the situation with it sinking. In order to fix it properly, it is going to take upwards of $10,000. The sinking gets worse by the day.

  

  Business Response

  Date: 07/18/2024

  Good morning all,

  We appreciate you signaling us on the issues you're experiencing with your concrete decking.

  When reviewing the project file, the warranty on the concrete patio expired back in 2022.  

  Unfortunately warranty coverages do not reset upon completion of warranty work.

  We would be more than happy to connect you with a resource directly who can help with your out of warranty patio repairs. 

  Thank you,

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

  Anthony & Sylvan Pools

• Initial Complaint

  Date:07/17/2024

  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.

  We hired Anthony and Sylvan Pools to do a replastering, tiling , and new terra coota coping in the fall of 2021. It was poorly completed in the spring of 2022. I was immediately unhappy with the results. The subcontractors rushed the job to complete it in one day. The layed a whole new bond beam, tiled, and coping in one day leaving at 10:30 pm working in the dark with minimal lighting after 6pm. The tile were misaligned and the coping was poorly cut with a dull blade because huge chicks are missing the they just slapped plaster in. Also the mortar joints are terrible uneven and coping is touching so close in some places that mortar could not even be placed between the joints. As the plastering wasn't completed for a month later I reached out to A&S to get the poor job of the tile and coping to be fixed prior to plastering. At that point they were already pushing off my complaints to the warranty division saying that they would fix it at a later date. A&S also caused a crack in my skimmer. They closed my pool in the fall of 2021. When I restarted the pool after the replastering I immediately discovered a crack in the bottom of my shallow end skimmer that was not there prior to closing. A&S sent out a representative ***************. All that representative did was try to deny any responsibility for any of facet of the repairs that were poorly executed.Now, I have been trying since the summer of 2022 to get A&S to come do the repairs at my house. They have a seasonal staff that gets laid off in the late fall and rehired in the spring. The problem is not everyone returns, so you have to start all over again with a new supervisor and re-explain the situation. And then after going back and forth 10 times it's September and it's time to close my pool so they push it off till next year. That happened in 2022, 2023, and we are halfway through July 2024 and still no date for when the warranty repairs will be completed.

  

  Business Response

  Date: 07/19/2024

  Anthony & Sylvan has schedule a inspector to return 7/20/2024. A & S has confirmed this with the customer and advised the customer to reach out if they have any other concerns prior to the inspection.

• Initial Complaint

  Date:07/09/2024

  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 hired Anthony & Sylvan pools to instal a pool. We were very specific with the hot tub detentions and depth. The pool company did not build the hot tub to the correct depth and therefore it was not deep enough. They did an extension to the top of the hot tub to make it deeper but did not seal the pool internally and it has started to budge out and leak along the outside concrete area where it was extended. We have advised *********************************************** to fix this issue before final payment can be submitted as the pool still has never been finished properly. They are refusing to fix this issue unless the final payment is issued. The final payment can't be released until the pool is complete.

  

  Business Response

  Date: 07/15/2024

  
  Anthony & Sylvan is in communication with this customer regarding their concerns. Per the customers request, we are waiting till they return home from vacation on 7/24 to speak again.

• Initial Complaint

  Date:07/09/2024

  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.

  Our pool plaster and cover (except for cover over electrical section) was installed 2 months ago. But we are still having pool leaks, electrical work not corrected, and spa cover. We have had our PM leave so left in limbo since they want us to keep putting warranty calls which keep pushing us out at least 2 weeks each time. This time a truck broke down so we got pushed out again. While we have to deal with a leak in our spa causing us to lose at least several inches a day. (picture shows level after 4 days).

  

  Business Response

  Date: 07/15/2024

  ***************** and I are working together to resolve her issues as quickly as possible.  We have already taken care of the electrical issues with her cover. They were fixed on Thursday the 11th.  Cover lid was installed as well on Thursday the 11th.  A warranty tech went out on Thursday the 11th to address the spa leak and was unsuccessful in his attempts to resolve. We have another tech going on Tuesday the 16th to address. ***************** also filed a warranty claim on the 15th which mentioned visible screws on her cover track, I have a tech returning this week to address. All information regarding her spa cover choices have been sent to Mrs. ****** and we are awaiting her response so we can move forward. All future communications will be between Construction Manager and ***************** directly. 

  Customer Answer

  Date: 07/16/2024

  [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: 21961060
  
  I am rejecting this response because: We have been working with the construction Manager since our PM has left. The electrical work wasn't correctly fix (no one came to verify work we had to send photo for proof). Only one item has been corrected to date pool cover lid has been installed. The water leak is presently on our 3rd warranty report (the knowledge of this leak has been ongoing for over a month), scheduled this week.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/25/2024

  A&S has continued to work with customer through their remaining concerns. Additionally, A&S has 3 remaining items to address with customer. We have plaster crew coming out 7/26(weather permitting) to address the leak in the spa, we have cover installers coming same day (weather permitting) to bond the brackets for her final inspection, and the salt system cord will be delivered to our warehouse next week and then we will schedule install.  We look forward to reaching a positive resolution to the Nelsons concerns. 

• Initial Complaint

  Date:07/07/2024

  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 signed a contract for this work with Anthony and sylvan. We paid extra for an upgrade to the finish they were using to replanted our pool. They took twice as long as they told us it would, but we were patient and understanding. Eventually when they said the pool was done I was pretty confused. They took out the filter as covers (so they wouldnt get plaster on them) but then didnt put them back, or even leave them for us to put them back. Additionally they scraped out the caulk between our concrete and the tiles in preparation for putting the new tile line in, but didnt replace the caulk. They just left it unsealed. Lastly, the pool itself is splotchy with big white marks that are very visible. We paid extra for a more expensive finish, and it looks awful. I have called multiple times, and emailed, with no resolution.

  

  Business Response

  Date: 07/12/2024

  Anthony & Sylvan have reached out and have had discussions with customer regarding customers concerns. We are currently scheduling the next steps with the customer to begin addressing the issues raised.