Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/30/2023

  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 built a pool via A&S Pools late last year. Since the delivery(Mid0-Late Sep 2022) of the pool, the bubbler was not working and the plaster started cracking in... on Dec 26th the pool started leaking underground(found via the detection later) and the entire pool drained fully. Since then there is no clear line of sight to fix the pool. The project Manager is doing his best but it is not his responsibility though to get this fixed. The warranty manager is unable to get a simple list put together to action issues. Below are the problems in the new pool 1. Underground Leak (Gunite was found in dried state inside a T-Joint, so a structural issue found unnoticed during Gunite) 2. Plumbing issues on the perimeter of the pool(4 leaks) affecting backflow 3. leaks in fountain. 4. Cracks on the concrete which needs investigation 5. Need to re-plaster due to the nature of the tear down of the pool floor to fix in-ground leak. in a week, only 1 hour of work is performed by the *************** especially by the plumbers and no other movement happens. Today, plumbers came in and don't know why they are here and all they did over several weeks were asked to be redone because the supervisor wanted to have it installed little deeper on the wall... So back to square#1, nothing is fixed on our pool. I had open conversation with the Warranty manager again today and his answer was, none of their contracting companies are responding and so they can't do much. What an irresponsible answer? I paid A&S without any delay on all scheduled payments. Lack of sluggish response and quality of service is insane. This is our 1st home and we started hating it so much given the backyard is completely torn apart.

  

  Business Response

  Date: 03/31/2023

  Good morning,

  Our warranty manager was onsite yesterday to meet with plumbers. There will be a pressure test on the infloor system plumbing today. Once this is resolved we will move forward to get interior finish corrected. Warranty manger is in communication with homeowner. Tell us why here...

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started construction in October, since then have had no support from them on the actual build. They send crews that don't tell them what to do. I have tons of emails asking for support and no response, in addition to calls and voicemails with no return. Today they sent a crew with no notice and the entire office is on PTO and getting no response. Over the holiday a pipe burst, no response from them. I have tons of emails and text asking for what is going on but continue to be ghosted. I have reached out their cooperate office as well with no response. Looking to ensure this project is being done correctly and we are communicated with every step every time a crew is out they should have someone out to represent them.

  

  Business Response

  Date: 12/29/2022

  The project manager and design consultant were both in touch with the customer yesterday. There was confusion between scheduling team and crew.

  Customer Answer

  Date: 12/29/2022

  Complaint: 18649152
  
  I am rejecting this response because: this has been the trend since the project started.  I have reached out to their leadership multiple times with no response.  I left a voicemail with their director of ops in November and no call back.  I was promised by the salesperson prior to thanksgiving they would call.  Its now nearly January, no response.  One is one thing but this is the fifth time there is no communication.  If a crew shows up and it takes multiple calls and multiple messages to barely get a response.  This is not acceptable.  Their scheduling, PM and sales have no clear communication.  I would like a single point of contact.  Any time work will be here I want notice and a plan from that person.  I still do not have a timeline or path to completion and the messaging from each person is wildly different.

  
  Further I was told the crews would stop yesterday by sales, the did not.  In fact the started digging and dumped dirt.  They continued to work, it was not until I asked again whats goin it on that they gave me an answer that they were moving the dirt then stopping.  Again, the communication is not proactive or even at all.  I have to ask to get any response, that was not the agreed level of support needed from them to manage of project of this size.

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

  

  Business Response

  Date: 01/06/2023

  Good afternoon, 

  I met with customer onsite ****** and a resolution was established. I have provided feedback to complaints and gave a tentative schedule and pool plaster date. 

  Thank you

  *****

  Customer Answer

  Date: 01/11/2023

  Complaint: 18649152
  
  I am rejecting this response because:  We meet on 1/6.  Two main action items were the change and the other was timeline for completion and the communication of the prior to any of those date we be notified of a date moving and slipping. Unfortunately, the first item on the list was not complete on the schedule and I was not notified of the delay. There is still an item on that list that is incomplete.  

  -Drain and fill line corrections are scheduled for today/tomorrow. (That date would be Friday 1/6 or Saturday 1/7)  The Fill line was complete 1/9 and I did not get notified of the delay. I only found about the delay in the drain on 1/9.
  

  -Deck inspection is scheduled for Monday/Tuesday with ************************.
  
  -Deck pour will be scheduled for Friday the 13th provided no issues with inspection. - This has moved to 1/14.
  
  -Deck topping will follow closely after pour.
  
  -Projection to pool plaster is 3 weeks from Monday the 9th.  Any changes to this will be communicated as quickly as possible.

   

  I need to keep this open to holding Anthony Sylvan accountable for communication as the last line stated communication as quickly as possible, the first line was days later.  Following the meeting with their boss the communication o slipped timelines has not improved.  I have asked to speak to the General Manger and that gets ignored.  Again, I would like BBB support until this project is compete in order to keep them accountable for dates and timelines and their commination of those timelines. 

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

• Initial Complaint

  Date:11/21/2022

  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 have been in email contact with ***************** - ***** WARRANTY MANAGER, ANTHONY & SYLVAN POOLS, **********************, since Aug 23, 2022. The problem is the skimmer is falling apart and is under warranty however Anythony Sylvan has stopped responding to my emails and refusing to acknowledge responsibility in repairing the faulty skimmer. The skimmer is under warranty and needs to be repaired by Anthony Sylvan Pools as part of the lifetime pool warranty.

  

  Business Response

  Date: 11/21/2022

  From ***************** - Warranty Manager, on behalf of ***************************** who is currently out of the office : The initial inquiry from the customer was asking if the problem he described was covered under warranty. I explained it was not, requested a copy of his contract (so I could point out the exclusion). He replied that he did not have it and provided a progressive payment letter as proof of purchase. It did provide a job number but our records do not go back that far to verify the job is actually a sold pool of ours. The warranty of the gunite shell excludes deck movement which is causing the skimmer to break. Unfortunately, the recent drought has caused the soil to shrink and heavy decks are succombing to the force of gravity.

   

  Customer Answer

  Date: 11/22/2022

  Complaint: 18447085
  
  I am rejecting this response because:  ***************** has only represented a small portion of the emails we have passed back and forth.  He never "explained" the skimmer was not covered under the warranty, the warranty he claims he could never find.  I have offered ************ several other documents in regards to verifying the pool is an Anthony Sylvan Pool such as the plans with their name and project managers name all over them.  This is about the time he stopped responding to my emails with no explanation.  How can he possibly know the skimmer is not faulty when no one from Anthony Sylvan has even seen it?  If Anthony Sylvan cannot be bothered to try and honor their lifetime warranty and send someone out to determine why the faulty skimmer is failing, I would like to request this complaint be placed in arbitration. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/23/2022

  Good morning, ***************** will reach out next week when he returns from vacation. I will recommend that he or someone from A&S perform a site visit to determine weather our warranty applies. 

  Customer Answer

  Date: 11/23/2022

  Complaint: 18447085
  
  I am rejecting this response because:  Anthony & Sylvan are saying they will reach out some time next week which would automatically close this complaint.  I do not believe a representative from Anthony & Sylvan would act in my best interest because of their actions thus far in not resolving this.  I will however allow it if they send a third-party repair company who has no association with Anthony Sylvan.  This way we may proceed into arbitration with the best information available for both parties.

   

  For the second time I am formally requesting this complaint to be placed into arbitration.

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

  

  Business Response

  Date: 01/23/2023

  Hi *******, please update the complaint. 

  I will be contacting him on Monday 1/23 to discuss a tentative date for the crack repair in his skimmer. I have been tested as positive for COVID and will need to quarantine until I get a negative test. I am checking on Monday and will base results for scheduled repair date.

   

  ***************** - ***** WARRANTY MANAGER - ************

  Customer Answer

  Date: 01/29/2023

  Complaint: 18447085
  
  I am rejecting this response because:  No one has contacted me to schedule this repair.  I have little faith that it will ever actually occur and until it does, this complaint will remain open and unresolved.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/22/2023

   

  ***************** - ***** WARRANTY MANAGER - ************

  Customer Answer

  Date: 03/29/2023

  Complaint: 18447085
  
  I am rejecting this response because: I am not satisfied with the response from Anthony Sylvan because ***************** indicated in an email dated 3/17/23 (which I can provide if you like) that he would be setting up an appointment to stop by and repair the skimmer before 3/25/23.  I'm sure 
  he is a busy man but I have not heard from him since 3/17/23 when he said he would talk to me the following Monday.  I sent him an email since then suggesting he just pay someone to make the repair since his attempts at doing 
  them himself have proven elusive.  **** has tried for several months to do the repairs himself and just hasn't been able to find the time.  I'm not sure you know what the skimmer does in a pool, but I have had to clean my pool everyday to keep debris out of it 
  that the skimmer would normally take care of.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 04/19/2023

  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:11/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We followed direction from ************************************************ team starting with *************************** sales **** ************************* project manager and ************************* construction scheduler. We understood the build process everything was going just like ****** told us is would. The end of October the pool was almost complete then the problems started: 1. The form was built for the pool deck but was put on hold for months because a sleeve (gas line) was needed to be put under a small portion of the pool deck. 2. The plumber didn't come out until the end of January even though they had the work order for months. 3. After a few weeks, the cement was poured for the pool deck. 4. The cement was over poured; the finish stone for the pool deck would not be flush with the coping it would be 2 inches above the coping. We were asked how should the problem be corrected 5. A representative from *********************************************** agreed to have our pool re-plastered, sanded, and reimbursed for over charge on gas line and to refill the pool. This was scheduled for June 21, 2022 know one showed up. After numerous emails and phone calls I received and email from ********************* explaining that the representative I was working with no longer worked for the company and we were not on the schedule for plaster. ***** said he would get back to me on a date. I have emailed ***** and Called with no response.

  

  Business Response

  Date: 11/15/2022

  Good afternoon, A&S Warranty manager was onsite *****, he reviewed the plaster issues and I am awaiting an update from the him. Hope to have information quickly.

  Customer Answer

  Date: 11/16/2022

  Complaint: 18355617
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 11/16/2022

  Complaint: 18355617
  
  I am rejecting this response because:
  

  Good Morning *******,

   

  (The test went through today 11/16/2022)

   

  ***************** from Anthony & Sylvan reached out to us, at this time there has been no action taken to repair our pool.

   

  ***************** - ***** WARRANTY MANAGER

             ****************    EXT 8145

   

  Have a GREAT day!

  ***********************??

  
  

  

  Business Response

  Date: 03/22/2023

  I am review invoices the file now.

• Initial Complaint

  Date:08/29/2022

  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.

  Once you've signed and paid, your experience drastically changes. Upon signing documents and putting a down payment, communication and updates ceased to exist. I was told when I signed that they would be able to start immediately. It took over 3 months for them to even show up for a kick off meeting (a breach of contract). It took nearly 6 months from the time the permit was complete before breaking ground to excavate (also a breach of contract). It then took over 6 months to build our small plunge pool that was quoted **** weeks (another breach of contract). The sales guy tried to tell me during the kick off meeting that they misquoted and would need to add an additional $5k charge. I told him that was unacceptable and he should have the manager reach out to me to discuss. Shocking he reached out a week later and said they figured it out. SKETCHY. The project manager was extremely rude. They left a blow up kiddie pool full of concrete in my front yard and said that it was "normal" and they would clean it up during the "clean up" day that wasn't scheduled to happen for very far down the timeline. In the kick off meeting they also stated that they would be putting down soil over our patio stone before taking a machine over it, as to not crack it. The day they showed up to excavate, they put nothing down, and cracked off full stones from our patio. After about 8 months of reaching out and trying to get to the right person in management, they wrote us a check for $500 but ONLY after we agreed to delete our review on their website of our horrible experience. Overall our 6x17 plunge pool took over 1 year to complete, had horrific customer service, no one showing up to work for months at a time, zero communication from the Project Manager, or anyone in management, and then ending with only being able to be reimbursed for their wrong doing by removing a negative review. Horrible company.

  

  Business Response

  Date: 09/30/2022

  I met with ****************** on 4-15-22. He and I discussed the broken patio and we agreed to settle on the cost of $500.00 so he could make repairs on his own, a check was cut to them for this. He also agreed to change his response on our A&S internal survey, which is not viewed by the public. It was a very amicable meeting.

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Anthony Sylvan to install an inground pool. Every step of the way has been challenging the the contractors they hire have continually had quality issues. At this point the issues are;1.The Oklahoma Chocolate coping is flaking off in multiple places. 2.The pool drain is crooked. This was brought up weeks ago prior to the last coat being applied and water being filled. 3.Pool light is not flush with wall and you can see the black housing.4.Finish coat is not applied between tiles throughout the entire pool.5.Finish coat has over spray on water lever tile.6. The attic stock of Oklahoma Chocolate stone that was taken by the clean up crew without permission. These issues have been communicated verbally as well as email correspondence with no action taken. They agree verbally that it is poor craftsmenship but fail to give any sort of resolution.