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:07/07/2024

  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.

  The pool company was supposed to come here to install my new pool liner. May 17th was the date I was given for install. They did not show up or call. Another date was set May27th. ** show. A date was set for the second week in June and again the third week in ***** ** show either time. I finally to contact the BBB and my attorney for help. They showed up the following June 24th. Worked three days in a row. Said they would be back the following week , July 1-5 to finish. They have not returned.7200

  

  Business Response

  Date: 07/11/2024

  We returned with parts needed and completed the work this Tuesday 7/9/24.

  Customer Answer

  Date: 07/15/2024

  I simply feel that it should not have taken from May 17 to July9 to finish the job . There was no communication from the company for several days at a time.  They became responsive only after I informed them that the BBB had been informed. Very poor customer service. The tech who was here was quite professional and competent.

  Customer Answer

  Date: 07/17/2024

  
  
  Better Business Bureau:
  
   I simply feel that it should not have taken from May 17 to July9 to finish the job . There was no communication from the company for several days at a time.  They became responsive only after I informed them that the BBB had been informed. Very poor customer service. The tech who was here was quite professional and competent.
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:07/06/2024

  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.

  10/31/22- pool constructed, pool was immediately filled/closed for season. 4/20/23 - Pool maintenance *** (referred by Anthony&Sylvan(AS)) during pool opening recommended contacting AS since the pool cover wasnt functioning and needed to be addressed by AS.April - October - a lot of back and forth. AS sent **** out to figure out next step and to locate ******* because AS had no record of who their sub was who installed the drywell/drainage. 10/9 - *****************,warranty manager, took over claim, sent out a plumber to find the drywell. It was located and *** informed us that it wasnt draining. *** had him leave a huge ground hole near dry well so *** can assess and determine how to get the water away from drywell so the cover box can drain. He left open a 2nd hole because he hit a sprinkler line when trying to locate the pipe to drywell. ***************** requested that we have our landscaper fix the broken sprinkler line and that AS would reimburse. Our landscaper was never reimbursed.11/14- We messaged *** about the danger of having a huge hole left on property. 11/15 - *** messaged that AS has the parts to raise the height of the drywell so it can be easily accessed (a bandaid). From there he is working on a long term solution that would be done early spring once winter weather subsides. He claimed this work prior to winter would make the spring long term fix run smoother with minimal disruption to the area. 11/30 - messaged that he and **** would be out to review the short & long term solutions.12/1 - Pump installed inside the drywell. Pipe exposed in landscaping with cover.SINCE THEN - NO Spring 2024 return to make long term fix. We are forced to drain the pool on our own after each rainfall trips the electric. Pumps and electrical cords everywhere which is a safety hazard. AS non-responsive. 6/10/24- ******** informed us that AS wont be finish the project and suggested we hire a landscaper or electrician to finish the job so that the pool can drain properly.

  

  Business Response

  Date: 07/08/2024

  Thank you for bringing this to my attention. I am dedicated to addressing the customer's concerns, and the local warranty manager will be reaching out to confirm the next steps.

  Customer Answer

  Date: 07/09/2024

  [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: 21949604
  
  I am rejecting this response because: If i accept the response, BBB will "close out the case." I don't want this case closed until the job is finished. Our pool has never drained properly causing the electrical for the cover to trip which prevents it from working properly. 
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/11/2024

  Anthony & Sylvan will continue working with the customer to resolve his concerns. We are scheduling a warranty representative to come to his home in August. 

  Customer Answer

  Date: 07/15/2024

  [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: 21949604
  
  I am rejecting this response because: if I dont reject this, BBB will close this case. At this point I havent been contacted by an A&S scheduler to schedule the August date for the A&S rep to come out to pick up where they left off in the Fall.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/24/2024

  Anthony & Sylvan is committed to providing a solution and is scheduled to inspect in August to resolve the customers concerns.

  Customer Answer

  Date: 08/09/2024

  August 7, Anthony and Sylvan sent **** out to do a site inspection. Per our property camera, he was here 9:04 am 9:21 am. Prior to his arrival, ********************* messaged the claims **** that she would be the point of contact and can be reached at her phone number. No calls were made to her while **** was there. When she arrived home, there was a hose, extension cord and water pump left on the porch. She messaged Anthony and Sylvan telling them that this cant be the solution, would not be accepted. No reply. (see photo of hose, electrical cord and pump)

  August 8, heavy rains were due. The auto cover was covering the pool with an Anthony and Sylvan supplied pump which was given at pool opening 2022 to drain water off the cover. No adults were home from 11:30 am to 2:00 pm. It rained heavy. **** came home to the cover flooded with muddy backwash from the retainer basin submerging the cover under water. Both the pool cover and retainer basin pump were operating. **** messaged the claims department that this  must be fixed immedately. The following pictures were sent. No reply as of August 8, 4:53 pm (see video and photos of water damage to cover, pump, landscaping).

  We are insisting that this be plumbed correctly to stop the electrical shortage, water damage and flooding. We have a drain that runs along our property line and is visable due to the drain grates. We feel that digging from the pool equipment to the drain with the proper plumbing will take the water to open air. The offering of another pump, hose and extension cord is not going to solve this issue. That is a bandaid. Plumbing was included in the price of this installation. We want proper plumping done with repairs and reimbursement for an damage to the grass, landscaping, fencing that will incur from the dig.

  

  Business Response

  Date: 08/15/2024

  A&S adhered to and completed the pool and drainage according to both the contract and the pool plan, and per industry standards and local codes. Customer raised concerns about the drainage and cover box in 2023. Although not covered under warranty, in the spirit of positive customer relations, A&S provided a solution to customer by adding an additional pump to the dry well to help increase the drainage capabilities, which was accepted by the customer in December 2023. Customer raised concerns with the operation of the aforementioned pump, as well as aesthetics with the pump wiring in May 2024.A&S sent a representative on 8/8/24, who determined that the pump was operating correctly, and proposed a solution to better meet the customers expectations for the aesthetics with the wiring and hoses. Customer has refused and is requesting a complete overhaul of the dry well and drainage, well outside A&Ss requirements contained within the contract. A&S is happy to assist customer with referrals to contractors who can complete this new work but believes it has already exceeded its obligations at no cost to the customer.

• Initial Complaint

  Date:07/01/2024

  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.

  On May 2023 I entered into a contract with Anthony & Sylvan Pools. I paid $8,150 to have the job completed on or before July 28, 2023.They came out to install the pool line and the sub-contractor ************ from Trinity Pools told me he couldn't add the pool liner unless I gave him more money because he wasn't getting not even a quarter of what I paid for the pool liner. Then I said no. He got mad and ripped up my copping off the edge of the pool it took all his might and he didn't even unscrew the copping. I got scared he showed me the copping and made up some story I touched the copping and cut my finger on it. I told him I would talk to my husband. I went in the house and came back out and explained I would not be paying any more money and to fix what he ripped up and to put the liner in. 3 hours later he told me the pool liner was mismeasured and I would need to sign an addendum. I said I already did. he couldn't finish the job and before he left I asked him to cover the pool because in-ground pools without water need to be protected and secure. He just left. I tried several times to contact Anthony Sylvan Pools and They didn't get back to me. 3 days later they said they would order a new liner. I explained I did not want **** to install the liner I wanted someone else. It took almost 1 month to have the liner installed and it seemed like the old liner. **** After Anthony Sylvan explained to me that they has no other persons to install the line that ************ would have to do it. I told them I did not want him near me nor talking to me.. my pool is damaged and will need to be repaired. Anthony Sylvan Pools keeps ghosting me they offered me $1,900 for the damage and the liner. They will not fix or reimburse me for my money. The warranty department has been jerking me around for 4 months and now has ignore my email and talking down to me.

  

  Business Response

  Date: 08/08/2024

  Anthony and Sylvan Pools have agreed to schedule an inspection of the pool with the customer no later than August 31st, if not sooner. Anthony & Sylvan agrees to confirm all inspection dates with the customer prior to site visits, to ensure customer is both available and present at her home for the inspection, per customers specific request. A&S will continue to coordinate future dates along this requirement as needed. Customer should contact ******************, with our warranty team if they have any other questions or concerns in the interim.

  Sincerely,
  
   
  
  *****************************

  Customer Answer

  Date: 08/08/2024

  Dear BBB,
  I am writing in response to the complaint I made regarding the damage caused to my pool by Anthony & Sylvans subcontractor. Here are the key points:
  Anthony & Sylvan offered under $2,000 for the damage to my pool. This is unacceptable, as the damages far exceed this amount.
  I have been going back and forth regarding the damage and the liner. Initially, they denied my claim, and now they want to come out. They need to address the damage first.
  The liner may now be stretched and cannot be reused because Anthony & Sylvan did not help with the damage they caused, instead blaming me and the condition of my pool.
  My pool was in great condition until their subcontractor, ************, got upset because Anthony & Sylvan didnt pay him enough to do the job.
  Anthony & Sylvan claim my pool wasnt in great condition; if that were true, they should have never done the job.
  I asked Anthony & Sylvan about replacing the coping around the pool and to give me a quote. They said it was in good condition and to wait in the future to do the coping.
  Anthony & Sylvan inspected the pool on two occasions and said everything was good to go.
  Anthony & Sylvan need to focus on the damage first, then the liner. You cannot replace or reline the liner if the pool is still damaged by ripping up coping that was ripped up.
  As indicated in the attached emails, I have been going back and forth for a year. The last email on February 13, 2024, from ******* at Anthony & Sylvan, stated she would contact me.
  Anthony & Sylvan need to contact me and address the damage and liner replacement.
  I am now requesting $22,000 in damages, as quoted by another company.
  I expect Anthony & Sylvan to take immediate action to resolve this matter.
  Sincerely,
  ********************************

  Customer Answer

  Date: 08/08/2024

  Dear BBB,
  I am writing to formally reject the response provided by Anthony & Sylvan Pools (A&S) regarding my complaint. The reasons for my rejection are as follows:
  A&S needs to address the damage done to my pool: *********** has failed to take responsibility for the damage caused by their subcontractor. This issue must be resolved before any further assessment of the pool liner can be made.
  Unacceptable delays and inconsistent responses: It is unacceptable that A&S has been attempting to wear me down with multiple representatives and different answers over the past year. This behavior is unprofessional and has caused significant frustration.
  I am demanding a full refund in addition to compensation for the damages caused by A&Ss subcontractor. The total amount I am requesting is $22,000, payable to me without any contingencies. This amount does not include the loss of two pool seasons, the emotional distress I have endured, the time I have spent dealing with this issue, and the negative impact on my quality of life.
  I expect a prompt and satisfactory resolution to this matter. In addition, this does not waive my right to pursue additional claims should they become apparent.
  Sincerely,

  

  Business Response

  Date: 08/14/2024

  A&S has committed to, and scheduled an inspection of the customer's pool on August 19th, at 11AM. Representatives from both the liner installer and A&S will be present for this inspection and will meet with customer at that time. 

  Customer Answer

  Date: 08/14/2024

  [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 they have not reached out to me regarding this appointment. If they address the damage done by there sub con tractor I addition to the miss measured liner. Than the appointment is fine 8/192024 at 11am. But in no way does this waive or close this case. They may not show or reschedule or cancel. 
  
  Regards,
  
  ********************************
  
  

  Customer Answer

  Date: 12/19/2024

  I contracted A&S for a vinyl pool liner installation in July 2023 for my daughter's baby shower, paying the full amount upfront as required. Trinity Pools, not A&S, showed up. The worker, **** from Trinity Pools, broke my terra cotta planter and his colleague ate fruit from my tree and the fruit was sour and spit it out. Within 20 minutes, they started cutting out the liner. I went back out to ask how many workers because I was making iced tea for them. I started asking questions how long it was going to take are they removing the coping. He said they are not removing the coping because it is not the process and it would take about 1 hour and 30 minutes. I was amazed I thought it would take all day. When I joked about the $8,150 cost for the time and the process, **** got upset, saying he wasn't getting even a quarter of that amount. He then refused to finish the pool. He told me it would cost $70,000 to do the pool. I said sorry I was only joking he was mad he walked over to me and said this is why I cannot finish and it took him 3 mighty pulls of my coping and he put the coping in my face and pointed to the coping and said this is why. I didn't see anything and was shocked cause I knew he damaged my pool on purpose, Dummy me touched the coping where he was pointing and I cut myself on it. I left for 15 minutes, came back, and told them to install the liner and fix the damage, but **** said the liner was mismeasured. For 2 hours, no liner was installed; the old liner was left hanging and unsecured. And then he left. A&S ghosted me for days. We went back and forth until they finally installed the liner a month later but didnt fix the damage **** caused. No water in the pool, and the coping damage remains and the pool in shifting. They've been jerking me around for a year and only offered me $1,500. Now, I'll have to go to court. They wasted my time in September 2024 not doing anything with the liner or the damaged they caused. My pool is a wreck

• Initial Complaint

  Date:06/28/2024

  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.

  This company installed my pool. After less than a year, i had multiple leaks in the pool. They completed the leaks repairs, but it took 3 months to finish the job. I had to follow up and follow up and follow up with them. During the process they broke the travertine and garbage has not been removed.Have been calling and emailing for weeks now and they have not responded, They need to fix what they broke

  

  Business Response

  Date: 07/09/2024

  Good morning!  Thanks so much for bringing this to our attention.  Very sorry about the frustrations you've referenced here.

  We will have someone from our team by this week to take a look and get these items resolved.  Your project manager *** is on vacation this week, so it will be one of his PM teammates *** who will stop by.

  Thank you,

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

  Anthony & Sylvan Pools

  Customer Answer

  Date: 07/09/2024

  [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 if they follow up and *** comes to see the job this week. If this doesn't happen, I will contact BBB again.
  
  Regards,
  
  *********************************
  
  

• Initial Complaint

  Date:06/24/2024

  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 called Anthony and Sylvan Pools in *********, ** last summer (2023) to inform them that my pool was losing water. I was told that it would cost $600 for someone to come to my home. I chose to wait until this summer when I would have the money to do this. I called June 17, 2024, and a representative said the problem was referred to the warranty department, and I should be contacted within three business days. By Tuesday, June 15, I had not received a call. I called the representative back on three separate occasions that same week, but the calls all went to voicemail. I clearly stated that I needed someone to contact me for a time that they would come to repair my pool. I still have not heard from anyone from the company.

  

  Business Response

  Date: 06/24/2024

  Good afternoon all,

  Hope everyone is well, and thanks for bringing this issue to our attention.

  I've partnered with our charlotte ******** team, and it seems the incorrect email address was submitted with the original ******** claim, so the team's replies didn't find their way back to the customer.

  The team has since connected with the customer thru the proper channels and are getting leak detection on schedule.  Thanks again for the heads up!

  Thank you,

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

  Anthony & Sylvan Pools

• Initial Complaint

  Date:06/20/2024

  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.

  The plaster of my pool has turned an ugly color brown. Ive been taking care of this pool every single day and even hired someone to scrape the walls twice a day and the faulty plaster turned color. Ive been waiting for ******* and **** to get back to me and they have explicitly ignored me for 3 months. This is going to force me to take you guys to court if I dont get this resolved. This company is one big scam

  

  Business Response

  Date: 06/26/2024

  We have been in contact with the original installation company regarding the condition of your plaster.   We have a second company scheduled to come to complete an outside review of the work performed.   As we get the reports back on this second inspection, we will work on a path forward in addressing your issue.

  Thank you

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

• Initial Complaint

  Date:06/20/2024

  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.

  Had a pool renovation in 2020. There were many issues with the renovation (including electrical, coping, etc..). Went through BBB and A&S re-did the pool in 2021. Have had issues each year since 2022, 2023, and now 2024. Now 2024 and there are large areas of plaster literally falling apart on the pool. I put in a warranty claim and waited 3 days heard from no one. I called the warranty line lvm no response. I called the service line, lvm no response. I put in a customer service ticket. On Monday ******** ******* called, very nice, and said we are not under warranty but they will come re-do at a discounted price. I shared, I disagreed as I perceive this is a structural issue with either the plaster or work they did and has been an issue since the re-do. We did have an issue with the plaster since the re-do of 2021 and it was patched by A&S and I was assured this was a one off issue. While I was told someone would come back out and fix the patch no one ever came. Now we have 2 huge patches.. ******* said she needed 24 hours to get up to speed with all the notes and look into the warranty and would call back. No call back it has now been 48+ hours. I have had 2 companies look (not touch) they both stated that the plaster was either not done properly, or they did not put in a bond coat, and/or they did not stirp the plaster before putting another coat on top. Both stated it should have been stripped before the re-do in 2021. I would like A&S to weigh in and fix the issues.

  Customer Answer

  Date: 07/16/2024

  I have not heard from anyone - I just want to add additional photos - the pool is continuing to deteriorate and no one from Anthony & Sylvan have been out to look.As mentioned this plaster is 3 years old.  

  

  Business Response

  Date: 07/23/2024

  In April 2020, A&S completed the renovation of Customers existing inground swimming pool as per our contract with customer. Included in the Renovation was the removal of 100 square feet of existing plaster that was loose. The warranty for the work performed was for three (3) years from the date of completion. In addition to the warranty having since expired, A&S believes the condition causing the problems with the plaster pre-dates A&Ss involvement. A&S has, and continues to, operate in good faith in the pursuit of a positive resolution, and has agreed to inspect the Customers pool to determine the extent of the alleged issues with plaster. As a gesture of customer service, A&S has previously offered the Customer a replaster of the pool at a discounted rate. We look forward to continuing to work with customer to find a positive resolution to their concerns.

   

  Customer Answer

  Date: 07/26/2024

  [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: 21876737
  
  I am rejecting this response because: Pool was actually re-done on May 10th 2021.  May 18th 2022 corner of pool cooping was cracked reached out to Warranty process but was fixed.
  Aug 12th ********************************** the shallow end reached out to warranty was again a process but repaired and they were going to come back out evaluate and make it look better. I also questioned the plaster at that time as I was told the plaster would continue to have issues if it started to "come out" in the first year.  I Called several times with concerns as told by others this was an issue if it was coming up wasnt put In properly or done properly.  
  
  Reached out again a few times in 2023 A&S responded they were working on scheduling.  A&S never came out. July 18th 2023 reached out again as corner cooping stones cracked again.  Also asked about shallow end and plaster health of the pool overall. Had concerns. Aug 2nd - the corner was fixed stated it was to close to cement and he reset the coping stones.  He was not a plaster person and couldnt answer that part. Emailing ******************************* to schedule Mastic and still have someone come out for plaster.  Mastic complete no answers on plaster.
  
  Early June 2024 started to see more /larger lines in the shallow end. Kept an eye.  June 11th large areas of plaster in the shallow end started to crack and crumble.
  June 11th - Submit to A&S Warranty no response,submitted a second request. June 17th email to ******* stated : Hello *******, 
  I have contacted the warranty department and have not received a call or any response in the three business days. 
  I also sent an additional email and left an additional VM.
  
  Received a call from ******* who stated (via phone only) that she would send out a team to give me a discounted quote on re-dong the pool. I stated the pool was done in May 2021 and has had issues. Yes, I want someone to come out but I would like to understand what happened and what a fix would be as the plaster seems to have had issues from year 1.  I asked for someone to come out and look at the pool, questioned why it isn't under warranty, in conjunction with getting a quote.  I emailed with ******* another several June 24th, July 9th, July 17th times and response came back :  *******************************, Jul 18, 8:43?AM (8 days ago) - to ********************;
  Hello *****************,
  Thank you for sharing this information with me. I have spoken to my management team . Please allow us some time to discuss next steps.
  Thank you,
  *******
  

  No one has seen the pool yet.  No one has offered any advice or any price or anything. 

  ****** called ************ from A&S.  After some tag - she said they are sending out **** *********.  I had met **** and shared that this was not a "new sale." She said that was the best she could offer. I said fine and scheduled for the following Monday *****. @ 10 AM.  **** called and asked me to send him pictures.  He wasn't sure what he could do as he is sales.  

  Again, I am rejecting  this statement as the date of my pool re-do (April 2020) is incorrect from A&S. There was a grounding issue with the light and other issues so it was completely redone a second time due to issues by the contractors in 2021.   Whole new layer of plaster.  (Of which I was told by other professionals they should have stripped the first layer off prior to ******).  No one has been out from A&S to the pool to evaluate the plaster.  My perception there has been little to no effort of good faith.  No one has offered a reason for this not being under warranty - as the issue started in Aug 2022. No one has tried to work with me, nor has offered any price for fixing or resolving the issue. No one has been out nor to date no one has been offered to schedule to inspect the pool to determine next steps, nor do I have any price /discounted price.    

  
  
  
  
  

  
  

  Customer Answer

  Date: 08/15/2024

  I am confused as to why this is closed?  I responded that the business never reached out?

  A&S did not try to with with me and never responded. 

  Are there any next steps? How can they keep a good rating and lie or not work with the consumer? 

  ****

• Initial Complaint

  Date:06/19/2024

  Type:Order 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.

  On April 8, 2024, I signed a contract with Anthony & Sylvan Pools (attachment 1) to resurface my swimming pool. I paid (attachments 2 and 3) an initial deposit of $1,000 (April 13) and then $12,077 (May 17) that was due before the demolition would begin on May 20. On May 20, a crew with apparently no English speakers arrived, emptied my pool, then left without talking to me. The next day *************************** -- the Anthony & Sylvan Pools Renovation Specialist who had explained my options, developed the estimate, and signed the contract informed me (attachment 5) that the company was unilaterally cancelling the contract because it could not perform the demolition.I needed to refill the pool by purchasing a truckload of water at $325. The invoice (attachment 5) for this step includes an erroneous charge for an extra 400 feet of hose that were not needed or used. This provider is in the process of providing me with a corrected invoice.Since the time that Anthony & Sylvan Pools cancelled my contract, I have tried multiple times to secure a refund of the $13,077 that I paid in advance of the work, and also request a reimbursement of the $325 for the water they removed from my pool that I had to replace. Renovation Specialist *************************** states in his email that the office will contact me; Anthony & Sylvan Pools Scheduler ******************************* tells me that **************** has to initiate the refund process. She said she is unable to reach him in person. Neither can I. I am requesting help in securing my refund for contracted services paid for but not performed and reimbursement for the cost imposed on me by their draining of my pool.

  Customer Answer

  Date: 06/24/2024

  please add this documentation to the file for Complaint #********.
  
  
  
  The firm has asked me to cancel the contract that they already cancelled in writing a month ago, and sent me a statement to sign that is applicable only within 3 days of the original contract date, which was more than 2 months ago.
  
  
  
  Thank you!
  
  
  
  *****************************
  

  

  Business Response

  Date: 07/05/2024

  Anthony & Sylvan Pool is in the process of issuing the refund. A & S has been in contact with the customer. Should the customer have any other questions, they should reach out directly to A & S.

• Initial Complaint

  Date:06/18/2024

  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.

  We hired A&S to redo our tile, coping, and plaster on our pool which was an existing A&S pool installed several years ago which we inherited when we purchased our home 3 years ago.The work was on schedule and completed on time, however, we have had several issues with A&S regarding the quality of work (our plaster is spotty and blemished in several areas). Our conversations with a rep from A&S go unanswered and unacknowledged. The tile/coping crew broke a portion of our aggregate pool decking which A&S said was not their responsibility. They also used a nonworking hose from our house that flooded our basement which we had to pay for out of pocket. It's been very challenging to deal with A&S in getting a response. I feel that they stole our money and left us with poor-quality workmanship and now are ignoring us and the issues they left us with. Here's a snapshot of events:1. We provided the plaster crew with a house from the side of our home, we told the crew not to use the backyard hose because it was broken. Shortly into the day, my husband noticed they were using the hose we told them not to use, as such, it flooded a portion of our basement and cost $275 for a plumber to come out and fix it. 2. My husband shared the incident with A&S Project Manager, *************************. He said that we were responsible for the repair costs even though the crew was told not to use the backyard hose.3. The electrician had to be called back out to fix a wiring issue they made.4. A portion of our aggregate pool decking was broken during the renovation, again, we were told it is our responsibility. If it was a small chip here and there thats understandable but this is a large portion of our decking that is missing.5. We received an electronic survey from A&S, filled it out honestly, and expressed our dissatisfaction and frustration; there has been no response to date.

  

  Business Response

  Date: 07/11/2024

  Anthony & Sylvan has been in touch with the customer and has agreed to reimburse them $275 for plumbing concerns. A & S is working to schedule a plaster inspection. The customer will be notified by the scheduler and be updated of any changes.  

• Initial Complaint

  Date:06/03/2024

  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.

  I entered into a contract with Anthony Sylvan pool company and construction was completed on June 29, 2022. The warranty for all parts and service is covered for a minimum of 1 year (June 29, 2023).After we opened the pool in April 2023, we observed multiple problems with our 10 month old pool. The pool lights did not work, the spa blower did not work and had pool water flowing out of it, and there was pool water flowing out of the electric panel where circuits and circuit breakers were located. A warranty claim was submitted April 29, 2023, with photos and video of the problems. Anthony Sylvan Pool warranty associate *********************************** apologized many times for the repeated lack of response to the warranty request, and multiple email and re-submitted warranty claim requests. A service technician did not visit the site for 6 weeks:Sylvan Pool sent a repair service technician in June. The service technician identified wire corrosion in the electric box and electric panel, the spa blower and electric box needed to be raised and replaced, and wires needed replacement. The service technician was unable to complete the wire replacement and electric box relocation by 6/29/23, and noted it on his service slip.*********************** stated on 7/5/23 that I am no longer covered under warranty because it is outside of 6/29/23, the exact date of 1 year after pool construction was completed, DESPITE THE INITIAL SERVICE CALL WAS DELAYED FOR 6 WEEKS, AND DESPITE THE WARRANTY CLAIM WAS WITHIN 1 YEAR, AND DESPITE THE REQUEST IS FOR UNFINISHED REPAIR DURING THE ALLOWED TIME PERIOD. Timeline:-6/29/22 Sylvan Pool construction complete -4/29/23 RM warranty claim for lights, blower, electric panel -6/10/23, 6/22/23, 6/29/23 spa blower and lights replaced, technician identified wires need replacement and electric box relocation TO COMPLETE SERVICE -6/29/23 warranty ends for cleaner pump -7/5/23 Sylvan Pool denies warranty claim because is after 6/29/23

  

  Business Response

  Date: 06/06/2024

  A representative from Anthony & Sylvan will be on-site on 8/7/2024 to replace the light and address the wiring concerns. The customer has been informed of the appointment.