ComplaintsforAnthony & Sylvan Pools

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went through Anthony & Sylvan to have a pool installed. We were told at the point of purchase that we would receive $1,000 as a referral bonus for anyone we referred to them, and it would be paid out when ground was broken on the referred contract. Since it was not in writing, Anthony & Sylvan reduced the amount to $500 and told us it would come off the final amount of our pool. Then we were told it would come as an e-card to use solely on their online merchandise. It has been months, the referred pool is completed and closed for the season, and we have not seen the e-card. They left construction debris on our property they refused to remove. They ruined thousands of dollars worth of landscaping, but hold themselves unaccountable.

  

  Business response

  10/06/2023

  The referral system was manually adjusted and ************** should be receiving his bonus as requested shortly. We left a message for ************** on the number provided explaining this as well. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Still awaiting a pool cover purchased in April and no one will return our calls.

  

  Business response

  09/22/2023

  Anthony & Sylvan has been in touch with the client. Anthony & Sylvan has updated the client regarding the schedule for the necessary work regarding the cover. The scheduling team will continue to update the client. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2022 I renovated my in ground pool with Anthony Sylvan (A&S). This included the replacement of Coping, Tile, Plaster and Mastic components and an additional mosaic. The cost of the project was 33,000 dollars. To which A&S promised an aqua pearl colored plaster with aqua colored tile replacement and new Travertine Coping with limestone mastic. The finished plaster is blotched and streaked throughout the pool in two different hues of blue and aqua which is not uniform in aqua pearl as advertised. In order to correct this issue A&S has performed 4 acid baths over the past 11 months with no success and has explained they would be performing a 5th at the end of the summer. Additionally, the mastic was installed in a very haphazard and unprofessional manner and needs replacement or adjustment. From May through June many emails and phone calls went unanswered until I sent an email to the CEO and President of A&S in June. On July 7 I received a call from the GM office and was informed that the issue is being looked at by the GM. July 18 I was informed the issue had been escalated to the Director of Operations for proposed next steps. July 28 Director decided on a 5th SUPERVISED acid bath. This is to take place in mid September. Over the last month however, many emails and phone calls to determine a schedule in order to complete this work, have gone unanswered.

  

  Business response

  09/14/2023

  Anthony & Sylvan has been in touch with the client & is working to schedule the necessary repairs to be completed in the spring of 2024. Anthony & Sylvan has confirmed this with the customer & advised them to reach out if they should have any other concerns. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New pool construction in which the incorrect coping was placed at the secondary install. Corrected with cosmetic flaw. Discussed with general manager the option of not having corrected again given the appearance of the corrected work and interval work that has been done in the interim including landscaping. Not provided any written alternatives following a multitude of phone call to the construction manager. Asked to make final payment to finish the project without consideration of the cost to get the work done by another contractor. Discussed cost adjustment given the condition of the coping which was not considered if not performed by the companys subcontractor unless done with the company but was asked to continue to pay to finish the work. Completely disregarded in concerns to potential damage to the hardscaping which has happened with this project previously. As they are requesting final payment without correction of the work which was initially performed. Awaiting revised written agreement with provisions for any damage incurred.

  Customer response

  08/31/2023

  
  

  

  Business response

  09/21/2023

  We are in contact with the customer. We are coordinating next steps and awaiting confirmation on cover install dates.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Under a signed contract for pool renovations, Anthony & Sylvan failed to complete the "Safety Vacuum Release System" (SVRS) installation we paid $700 + tax for. The installation was not to have been the final action item under contract; it was never done; and the last we saw or heard from the Company was July 21st. Repeated email and phone calls have gone no where - there was no project management whatsoever on a project that cost nearly $40,000. This irresponsible execution culminated with an explicit line item in the contract simply being dropped, despite the fact we remitted payment on time. We simply want our money back.

  

  Business response

  08/29/2023

  Anthony & Sylvan has contacted the customer & is working to schedule the installation of the ***** The customer is being updated by the scheduling department & will continue to receive updates with the proposed date of work. 

  Customer response

  09/11/2023

  I was waiting to coordinate with the Company on resolving the complaint.  It has been resolved and I would like to ensure the satisfactory response is acknowledged and linked to the Company's BBB profile.

  Thank you,

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

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our pool was renovated last year, 2022. Renovation began September 2021. Anthony Sylvan had to winterize the pool for the Winter of 2021-2022. The drain plug was NEVER removed. I contacted Anthony Sylvan on 7/15/23 but they have not come to remedy the issue as yet. Anthony Sylvan needs to come remove the main drain plug. This obviously was an oversight in the Spring 2022 and needs to be completed so our pool functions properly. Throughout the renovation of our pool from Fall of 2021, and continuing now, Anthony Sylvan is not responsive. They really do not care abut the customer.

  

  Business response

  08/25/2023

  Anthony & Sylvan has been in touch with the client and is working to scheule a site visit, to complete the necessary repairs. Anthony & Sylvan warranty scheduling department will keep the customer informed of the schedule as it becomes available.

  Customer response

  08/31/2023

  [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: ********
  
  I am rejecting this response because:
  
  Our whole experience with Anthony Sylvan Pools has been very disappointing. Their lack of customer service throughout the entire project which began in the Fall of 2021 has been very disappointing. 
  

  Unfortunately it took contacting the Better Business Bureau to get a simple thing such as the plug that was put in place to keep debris from going down the drain during renovation work to be removed two years after the fact. I made multiple attempts to get a response prior to contacting BBB to little avail. 
  

  The plug was removed today so the work is complete but it should not have taken this to get it done. 
  

  I would NOT recommend Anthony Sylvan to anyone after our experience.

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Anthony & Sylvan performed a pool / plaster renovation on our pool in August 2021. They originally built the pool so we were comfortable using them for the renovation. Immediately after the replastering was done, we notified them of discoloring and inconsistencies. They sent numerous people out and diagnosed it as “scaling” and indicated all we had to do was treat the water, close the pool, and then by next spring things would look like it should. We did treat the pool before closing, but when we opened it is was worse. We attempted to contact A&S all summer to come out and address the issue, and they kept iterating it was our fault and not their issue. We continued into 2023 to treat the “scaling”, and it did not go away. Finally today (8/21), we drained the pool and were told it was not scaling causing the discoloration, rather it was a poor plaster mix causing the discoloration. In addition, with the pool drained, you can see trough marks up and down the pool walls. This time we will work through the legal process to get our pool addressed.

  

  Business response

  08/22/2023

  Anthony & Sylvan has been in touch with the customer and has requested water chemistry documentation to be emailed to the warranty scheduler. Anthony & Sylvan is working to schedule an inspection of the plaster. The customer will be updated by the scheduling department & will notify the customer once the inspection is complete. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told of they for some reason cannot give me the permit. I will get a refund on my deposit. I have it in writing! not only do they not give me a refund, but they want me to pay more money to them for canceling and releasing my plans.They were not able to give me the permit when another company told me they can. I think they just took me for a long ride. I am really upset.

  

  Business response

  08/25/2023

  We have spoken to ***************** regarding her issues and have committed to finding a path forward. We will touch base again early next week. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our project with A&S has stalled significantly, with an original target plaster date of mid-March 2023 that has now shifted to August 2023. A&S has not managed the project effectively and provided the oversight promised to us at contract signing. We have tried to resolve with A&S only to be told it is not their fault and pointed fingers at the hardscaper they highly recommended and have been working with for years. Regardless who's fault the delay is, A&S was supposed to provide project oversight. Throughout all of this, our coping has become heavily stained as it was installed in January 2023 and we are just now at the point of plaster in August. We were assured this would not be an issue and would be cleaned up/fixed prior to plaster. However, fixes were not addressed until we refused payment prior to plaster with A&S wanting to add it to our punch list to fix after we paid the final payment for our pool. While the coping is being addressed prior to plaster now, we are uncomfortable in making any further payments as we have lost confidence in A&S ability to complete this job. TAs such we have asked for an amendment to our payment schedule to pay at completion (within 30 days of pool fill) rather than day of plaster. A&S is unwilling to make an exception or work with us outside of delaying our pool further - even though they have collected 93% of the project total. Please see attachments of email communication. The general manager has told us that is it company policy not to amend payment schedules. We don't believe what we are asking for is unreasonable, given our delays. A&S will still get paid the final and full amount.

  

  Business response

  08/21/2023

  We worked directly with homeowner to address their concerns. Their swimming pool project is completed,and we look forward to continuing to provide a positive experience to these homeowners as they enjoy their pool.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company to resource our plastered pool. I signed the contract stating the details of their work. The crew showed up on the scheduled date 8/3/2023 and said that both the pool and spa were painted and that I painted it after their visit. I provided pictures to the company stating that the pool is not entirely painted only 8 trim on the top in small sections and the spa. This was all done prior to hiring the company as we painted the spa then decided to contact Anthony and Sylvan pools to do the resurfacing. The sales rep *********************** said he didn't notice the paint when he was there as he couldn't tell the difference. The crew left the job after dropping our pool 1/2 way. This pool is 55 thousand gallons of water. The pool was green when they arrived as they advised us to not to chlorinate the pool 5 days before. The company made us wire 13,250.00 and 1,000.00 payments and is holding our money. They are making me send unnecessary emails for refund request, and phone conversations. This company bailed out on the job due to the incompetence of the sales rep and lack of knowledge of the project. The manager **** says he will try to get my refund processed for me. Not sure why he has to try to do this when they have my money and didn’t do the job. Now it’s a waiting game. I am out of a pool this summer, green pool and out of almost 15,000.00 dollars.

  

  Business response

  08/17/2023

  A representative from Anthony & Sylvan confirmed with the customer that they are in receipt of the refund check and the deposit was returned as of 8/14/23 through the square app.

*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. ↩