ComplaintsforAnthony & Sylvan Pools

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with Anthony and Sylvan to construct our pool. A&S has been paid in full for this job. On 6/1/23, a plaster crew (** *******) arrived to plaster our pool. My husband and I noted later on the evening of 6/1 that there were brown stains on our pool patio, a new patio just completed prior to plastering. For the next several days we washed the stains multiple times using soap and water, but were unable to see any decrease in the stains. Not only was the patio stained, but also our new deck chairs. On 6/2 we had "Pool School" at our pool with ***** ******* from A&S. He suggested to my husband that we try to remove the stains with laundry detergent. This did not work. On 6/5, I contacted ***** ********, our A&S construction scheduler, by email with a detailed list of the damages. I included 11 pictures. Her reply email that same day included an apology, and she said she would contact the subcontractor and have him return to clean the stains. On 6/21, I reached out via email again to ***** at A&S, since the stains remained and no one had come out to remove them. ***** indicated that the subcontractor told her that they "did what they could," but that she would ask them to return again for cleaning. Later that same day, she told me that ****** from ** ******* would come the next day to review the stains. On 6/23, I contacted ***** again by email, as no one had been out to our home to review the stains. On 6/25, I again emailed ***** since no one had had contacted us yet. She said she had contacted the plaster company several times, and that she had provided him my phone # to contact me directly. At no time did I authorize my contact info to be given out. On 6/29, Junior came to our home and looked at the patio. He told my husband his company did not cause the damage. I have not been contacted by ***** or anyone at A&S since 6/28. We have patio pictures from both the day before and the morning of when the pool was plastered. There was no staining

  

  Business response

  07/14/2023

  We have spoken with the customer and have a plan in place to resolve. A crew will be onsite next week to fix the issue.

  Customer response

  07/24/2023

  [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 ********. We have been told that the original paver company. ***, will be replacing the damaged pavers on 7/25/23. This planned resolution is satisfactory to me.  If everything is completed as is planned, we will have no further reason to contact the BBB again. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract for in-ground pool on August 8, 2022. Price -$119,500 Paid-$45,093 on 2/14 as requested for excavation. Paid-$62,001.00 as requested for gunite/concrete pour. Contract stated pool will be completed within 12 weeks of excavation. We are now approaching 19 weeks and pool is still not completed!! Weve been patient, understanding and not to mention it was a very mild winter! We have kept up our end of the bargain. Whenever we were asked to do something or pay, we did immediately. We are so close to being finished, but we feel as if we just keep getting pushed to the back burner and they are taking other clients over us. We are beyond frustrated with the process. And now due to the bad weather, they're using that excuse. We understood putting a pool in would not be an easy process and we understand if they went over a few weeks but this is getting absurd. They still can't even tell us when they can come out to plaster and let us put the water in not to mention you can't swim immediately you have to wait two weeks. The summers going to be over before we can even use our pool. We chose Anthony and Sylvan because we trusted our sales person which hex has been great during this whole process. But we have a child with special needs and our goal was to have a pool for him to use this summer and they were all well aware of that. We feel we deserve some type of compensation, within reason. We are very upset and a contract is a contract!

  

  Business response

  06/29/2023

  Hello, 

  We apologize for the delays that have occurred on this project, but we are close to plastering the pool. The pre plaster walk through was completed today by the project manager and there are no further holds on the project. We will be in contact shortly to schedule, and I will have someone reach out to extend good will for the delays. 

  JR

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the pool plaster applied and it is under warranty by Anthony Sylvan pools. There are defects not only with the application, but also with how the plaster is now fracturing.

  

  Business response

  06/15/2023

  Anthony & Sylvan has reached out to the customer to notify him of a scheduled inspection to take place on 6/27/23.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Circa October 20, 2022 company replastered my pool and installed coping. The company also replaced the filtration system. They advised that they cannot install the mastic around the coping and between the deck until the deck was grout-jacked up to proper level and gave a third company name to do that work. I hired the third party company and they raised the deck to the proper level. Early this spring in March I started trying to get A&S to complete their work that I paid for to install the mastic around the coping, and they have now scheduled twice (said someone would come out to do the work) and nobody has showed up. It is now June 13, and they have stopped returning my calls and emails, so my pool remains incomplete.

  

  Business response

  06/15/2023

  A representative from Anthony & Sylvan has reached out to the customer to request more information and is actively working to schedule next steps to completion.

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a pool installed by Anthony & Sylvan Pools (completed in 4/19). They failed to live up to their marketed expertise but we declined to keep fighting over the problems they caused. We now have issues with 4 major items -- cover, heat pump, lights and stonework. Each of these items has warranty coverage through the manufacturer and/or through Anthony & Sylvan's work. Their website loudly claims they warranty all their work. We have emailed, called, submitted web forms, with literally no response except an occasional meaningless replies such as "we will look into it". But if you are day late with paying a bill you will hear repeatedly from them. The cover was damaged. We contacted the provider and although it was still under warranty they were not able to honor it without A&S . A&S purchased and contracted with a company that was recently bought out and in order to secure access to the warranty funds the request must come from the original purchaser. After failed repeated efforts we were forced to order a new cover and personally pay over $4,000. We were unable to delay any longer as the water was seeping out onto the top of the cover and causing it to submerge, negating the safety properties of the cover. Attempts to collect on the warranty from A&S remain unreturned. The lights on the pool do not work properly. The service team who came to the house for opening were unable to answer any questions. There was a warranty on the lights but no one at A&S will respond to let us know if the warranty remains in effect and/or who they recommend contacting for repair. This remains unfixed. The stone caps around the pool show signs of rust and peeling. No response from the company so we had a contractor look at it and he said it appears to be “rebar bleeding” from installation. We would like to have these repaired as it should be covered under the installation warranty. We actively worked the heat pump issue on our own and are near resolution.

  

  Business response

  06/16/2023

  I spoke with the customer and explained the warranty expired a few years ago on the claimed items. I offered to have our service department contact the customer to assist the customer with fixing the light.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New solid safety pool cover ordered on 5/13/21, including additional cost for extra perimeter reinforcement ($2800). When cover arrived and was put on the pool, the reinforcement length did not cover the pool coping as expected. Anthony Sylvan was notified and cover vendor returned and agreed there was not sufficient reinforcement in multiple areas of the cover. We agreed with AS that we would use it for the season and they would return to pick it up in the spring when we opened the pool. The cover was picked up on 7/18/22, after numerous attempts in asking for a date. Initial discussions indicated it would be returned by September for pool closing. In early September we began reaching out to inquire when the cover would be delivered so we could close our pool. By late September we were told they were ~6 months out and they eventually provided a temporary cover with the hope our cover would be delivered soon thereafter. They reached out on 12/14/22 asking a question and indicated it was being repaired. As of now we are still waiting the return of our cover with no delivery date or update, despite numerous attempts in contacting them.

  

  Business response

  06/05/2023

  At this time Anthony & Sylvan has returned and installed the cover for the customer. Issue should be resolved.

  Customer response

  06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In February 2022 we signed a contract with Anthony & Sylvan to install a gunite pool. We were originally told that the pool would be completed by August/September 2022. At this point, May 2023, we are still unable to use our pool, have not received education on how to use our pool equipment, have not received our pool chemicals, and despite dozens of emails, texts, and phone calls we cannot get a single person to respond to us with a resolution. The few times we have received a response, it was to tell us that we needed to buy additional services. Some of the equipment has never been turned on, and considering we had a leak immediately after the build was completed, we are lacking confidence in the remaining work, as well. Please note that our final payment was made at least 9 months ago. Additionally, our experience with Anthony & Sylvan was rife with problems. We went through 4 separate project manager, but spent months without one at all. We were responsible for all project management from calling to request schedules to giving the building crew the blueprints. The crews left massive piles of debris and gravel throughout the entirety of our backyard. They also dumped buckets of mortar in our yard. We were responsible for the clean up. And we had to hire another company to come and assist.

  

  Business response

  05/18/2023

  Hello, 

  ***********************, a Project Manager, has a start up, salt indoctrination, and equipment lesson scheduled for 5/24. This has been communicated to the customer. I will follow up with **** and the customer after 5/24 to make sure there are no outstanding issues. 

  ** ********

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Anthony Sylvan is not providing a storm water system, that I was not aware of. Before signing the contract they advised me that I only had to install door alarms. Now that the pool is completed and I need a final inspection from my township they are telling me that they dont install the system. I contacted the inspector who informed me that the pool company should install this system.

  

  Business response

  11/15/2022

  The pool was installed correctly and to all contractual specifications. The topographic survey has a storm water management system on it that was not installed. This is customer responsibility. We are working with the township, the engineer, and landscapers to help the customer and provide an adequate solution in the interest of customer service. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A&S completed our pool in May. The QA team reached out for our punch list. I received promises of calls with no follow through. When I contacted their service department they had the project manager reach out with more empty promises of a visit and no contact or follow through. Now we are nearing winter with exposed PVC from the clean up crew busting through the ******, an in-ground filtration system that does not work as intended, and a major crack in the concrete where the decking meets the ******. The best warranty in the business is meaningless without anyone to actually work the requests.

  

  Business response

  11/11/2022

  *****************, our Warranty Manager for Austin/San Antonio will reach out to the customer.

  Customer response

  11/14/2022

  [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:

  While the business did reach out with the warranty link, no action has yet taken place. Given the history of poor or no substantive response or actual remedy, I am not prepared to  ‘accept’ the company’s response at this time.

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

  

  Business response

  11/30/2022

  We have had the in floor system addressed and repaired.  there was an adjustment needed of the valves to divert more water to the infloor heads.  also we are addressing the other punch list items this week.  I believe the open items still remaining are as follows:
  

  need to cover exposed pvc by the gunite
  

  need to address a crack in the concrete
  

  cover PVC by the autofill.  

  Customer response

  12/05/2022

  [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:

  The in floor manufacturer rep indicated additional actuators are needed to ensure proper flow. As it is now, we have to manually adjust the valves daily which defeats the purpose of the web application.

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

  Customer response

  05/01/2023

  We have made considerable progress. The outstanding items are paint on the concrete repair and the final solution to the in-ground cleaning system. Anthony and Sylvan has implemented a temporary solution which is working as expected. Thus far, I am satisfied with the progress.

  Customer response

  05/31/2023

  We are still awaiting final paint of the repaired decking.

  

  Business response

  08/03/2023

  We have been in contact with this customer and resolved the issues as of 6/21/23. We remain committed to ensuring a positive experience.

  Customer response

  08/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/15/22 Anthony & Sylvan began plastering my pool, completing the work on 8/17/22. For this service I paid $13,750, plus approximately $3,000 additional to fill the pool with water. Anthony & Sylvan contracted to resurface the pool interior with "Black Sunstone Pearl", an upgraded interior finish. When the pool was filled with water (on 8/17/22), white streaks running down towards the main drain became evident. They are everywhere on the pool floor, and even on the pool steps. As "Black Sunstone Pearl" is a dark finish, the white streaks are extremely unsightly. Frankly, the pool looks worse than before it was refinished. The images of the "Black Sunstone Pearl" finish presented with the sales proposal show a uniform and consistent appearance, with no sign of streaking. I have contacted Anthony & Sylvan 7 times since the work was done. I contacted Tom O'*****, Jessica S****, Jane B*****, and Neil C****. I contacted these individuals by phone (leaving voice mail), by text message, and/or by email. Not one of these individuals has responded in any fashion.

  

  Business response

  09/16/2022

  Anthony and Sylvan is working to schedule an inspection of the plaster to take place 9/17/22. The customer is being updated by the scheduling department and we will keep him updated after the inspection for the proposed path forward.

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