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:02/10/2023

  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.

  September2022 - February 2023 $91k Services not performed on time - time delays cost family money. Damage done to yard and landscape that has not been remedied. Company demanded paid in full and job not completed or done accurately. Again costing time and money for family. Attempts to remedy concerns with local leadership ****(Construction Manager) and ******(General Manager) have gone unanswered with no care for family time or money. We have much more to add but would like the Owner to reach out to us to satisfy our concern.

  

  Business Response

  Date: 03/03/2023

  I was able to speak with the homeowner to review the outstanding items.   Final punch list items are being taken care of and pool school is being rescheduled.   We do require phase payments are made throughout the project and before the pool is plastered.   Payments not received do result in delays in construction. The project was completed within the timeframe outlined at the initial meeting.  The excavation was completed on September 15th and the project was ready for shooting the shell on November 11th.  Requests for payment were sent on November 22nd, 30th and December 13th.  Unfortunately,payment to move forward was not received until December 19th.   The pool was scheduled for plaster on December 27th but payment was again not received.  Punch list items were identified to be completed and the pool was plastered on February 1st when the final payment check was received.  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19383616
  
  I am rejecting this response because:

  delays In payment were based on phase payments not being completed  plumbing not finished so rebar could not be done on time then tile then deck then so on.  All beginning payments were paid on the day requested if not before. Final payment was not paid on time as there were sssoooo many items to still be completed and damage was done to the landscape that the construction manager came and spoke with us on our concerns and apologies we for ALL the delays and problems promising all to be fixed and that he would hold final payment. Needless to say he has cashed the check and there are still a large punch list of items and the damage has not been fixed or repaid as we have had to fix ourselves so children and pets dont get harmed. 
  I would like to have the punch list completed and a reimbursement of $? for the time, effort and money I have had to use to remedy the concerns. 

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

  

  Business Response

  Date: 03/22/2023

  All punch list items have now been completed. There is an interior pool finish inspection scheduled to address the customer's concerns with the appearance. Based on those findings, the next action if any will be determined. 

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19383616
  
  I am rejecting this response because:
  

  The business has not done everything they can product satisfaction or customer service to ensure that all the problems have been overcome.  I have asked for items to be completed and time and cost reimbursement and those have not been communicated or resolved. 
  

   Sincerely,

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

  

  Business Response

  Date: 04/12/2023

  The final concern regarding the interior finish of the pool has been inspected by ************************ and they will be on site on April 17th to physically address this item.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19383616
  
  I am rejecting this response because:
  

  Seriously tired of this company and their lack of service.  I have not been reached out to on a date for the interior finish to be fixed but am told in a message from BBB that it would be the 17th which it is now 1 in the afternoon, havent seen anyone and wasnt informed anyone was coming anyway.  Seriously worst service and all they do is blame the subcontractors. 

  Anthony & Sylvan if you want this resolved, fix the problems, reimburse me for the time and money I had to spend and I would really like a written apology.

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

  

  Business Response

  Date: 04/27/2023

  The plaster company has been on site to complete the inspection and will complete the remediation of issues identified.   Per ************************ guidelines, the interior finish of the pool needs to cure for a minimum of 30 days before remediation work should be performed.   We do apologize for the inconvenience as these final issues are resolved.    We are not however offering any financial compensation.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19383616
  
  I am rejecting this response because:

  You think because you are a big company you can make mistakes and bully homeowners. You think that you can say that you sent someone out and they are fixing it will make the months of bad service and bad work just get forgotten. If theres nothing else that can be done with the BBB than I will find another way to get my message thru to the appropriate party so someone that cares about the little customer can do and say something that is impactful to us. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/08/2023

  We met together on site on May 5th.   The plaster company has been on site to address issues and will be returning to complete the remediation and exposure of the Pebbletec finish.   We will be supplying a roving cleaner to add alternative to clean the pool.   We will also be following up with the infloor manufacturer for a review of the infloor heads.   

• Initial Complaint

  Date:01/10/2023

  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.

  Please note I have continuously tried to work with A&S directly, but my entire property has potentially been compromised now due to their negligence. A&S pools contractors made numerous mistakes on the build out and in only 4 months I have had to file 4 warranty claims. Within 1 month the plaster chipped, 1 month later the brand new heater corroded , that led to us realizing the hot tub was leaking from the beginning. The autofill was initially preventing us from noticing the hot tub was dropping. The way A&S tries to find a leak is by allowing as much water as possible to drain out to try to determine where it's leaking from. In our case nearly 400 gallons of water leaked out before the leak detectors were called and informed us the plumbers/electricians 'forgot to seal the light' in the hot tub. They repaired the light, then 1 week later the hot tub dropped 2.5 feet in a few hours. They claimed the first company used the wrong silicon to repair the light (proof of negligence a second time). Meanwhile the ground area around the equipment is still soaked indicating additional leaks. Potentially hundreds of gallons of water leaking for 4 straight months could have damaged all the soil underground. I've been extremely patient up to this point, but I know that A&S pools is cutting corners and using negligent or inexperienced contractors so they can do a higher volume of pools in *********. I have documented text messages, emails, photos, warranty claims and other evidence of negligence by A&S pools. I'm confident that there are additional leaks that are not being addressed and that the damage to my property could be catastrophic. There were also other issues with the build out that I'm not even addressing due to lack of space here. I whole heartedly believe that what A&S pools installed in my yard is a "lemon". I hope that they will take this complaint seriously and permanently resolve this issue by accepting my requested resolutions.

  

  Business Response

  Date: 01/25/2023

  I understand that there been ongoing issues with your project, and that our team has been on site to address the problem.   I'm confident that the latest repair should remedy the issue.   I would be interested in reviewing your most recent water bills to determine the extent and duration of the issue.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18669073
  
  I am rejecting this response because: the leak detection crew came out and stated that they still felt THERE IS a leak, but "didn't have the proper equipment to be sure". The whole purpose for hiring a 3rd party leak detection was that they would bring the proper leak detection equipment. And still no response from anyone on if this leak will ever truly be resolved. 
  
  

  

  Business Response

  Date: 02/17/2023

  I was able to speak with the homeowner to address the concerns.   Anthony & Sylvan has a lifetime warranty on the shell of the pool.  If there continues to be any issues with the pool leaking we will address and correct those issues.   The pool has been refilled and we will be back out to complete the start-up of the pool.

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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.

  This is a pool company who built my pool in my overall experience during the process was terrible however this is not why Im filing a complaint. My colleague use the same company in Anthony ******* to complete his pool based solely on my recommendation and referral. There is a stated referral bonus by this company at $500. I have attempted over the past several months to collect this referral, my colleague put my name down directly as the referral and he has also attempted to have them honor this. *** left numerous messages with the contact I was given without a single return call. This is blatant false advertising.

  

  Business Response

  Date: 12/09/2022

  I spoke with **************** regarding the lack of communication from our office on Friday December 2nd and communicated that I would have a resolution for him by the end of day on Monday December 5th.   I was able to determine that there because of information not being processed correctly in our system, a W9 had never been received from the Baileys' that would allow the referral incentive to be sent out.   I was informed on Monday that documentation had been received.   I spoke to ************** briefly by phone and followed up with a text confirming that the request was being processed.

• Initial Complaint

  Date:07/29/2022

  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.

  I am furious with Anthony & Sylvan Pools, *********, their lack of transparency, the shoddy workmanship, lack of communication and oversight from the beginning, other than being very explicit on getting my money. I am out over $75,000 with a pool interior that is coming apart less than a week after being plastered and filled with water. I expect and demand better treatment from Anthony & Sylvan Pools, or any contractor for that matter. Of course Anthony & Sylvan now has all the monies owed and I am left in the lurch with a defective pool and the blame game ensues.The plaster people arrived today stating they feel that polishing the holes, waves and cracks and filling with epoxy is sufficient. Adamant that they are not replastering the pool cause in their opinion it's "not that bad". Not that bad!? You drop 75k on a pool and tell me "it's not that bad" after a week of holding water. I cannot put into words my feelings on this s*** show of a company. A "finished" product, paid for in full, fails within a week and all I'm told is "it's not that bad, a little polish and epoxy you'll be fine". Yea a big ole FU. I can't fight with the plaster people, they say I'm not their client, A&S is, A&S says talk to the plaster people! The blame game is this endless cycle of bs.My demand is a pool that is free of defects and failures and I am also seeking monetary damages for the systematic failures cause by Anthony & Sylvan Pools lack of oversight and communication, the defective "final" product, shoddy workmanship and unfair and deceptive business practices - there is a lot more to this complaint, but I am limited in characters

  

  Business Response

  Date: 08/11/2022

  I have been in contact with ************** and will be setting up a personal meeting on site.

  

  Business Response

  Date: 08/16/2022

  We have met on site to review the issues regarding the pool plaster. The plaster is still continuing to cure. I have reviewed with ************************'s local rep, and they will be issuing their standards for review. We are on schedule for the plaster company to come back out after September to polish the pool. I have requested that regular water samples be tested and reported from an outside company (********) as water chemistry is very important in the longevity of plaster.

  Customer Answer

  Date: 08/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The GM was on site. I have nothing in writing from A&S acknowledging responsibility of the problem nor any outline on the timeline to rectify the problem, just a verbal "in the fall". They are now requesting a third party water testing. The only chemicals ever put into this pool of 39 days old was done by the A&S. I will obtain third party results. I am seeking monetary compensation for the defects in addition to it being corrected.

  

  Business Response

  Date: 09/07/2022

  We have been in contact with this customer and are continuing to work toward a positive resolution.

  Customer Answer

  Date: 09/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Contractor has failed and continues to fail in providing written confirmation of the issues, acceptance of liability, remediation and timeline of same

  

  Business Response

  Date: 09/23/2022

  I met with ************** on July 29th to review the areas of concern.  We had agreed that any remediation would take place in the fall as the temperatures drop.   **** S in our office reached out to ************** on September 8th and here has been no returned call following that message.