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 Pools

  147 Gulf Fwy S League City, TX 77573-3521

  
• 

  Anthony & Sylvan Pools

  3019 Saint Rose Pkwy Ste 120 Henderson, NV 89052-3887

  
• 

  Anthony & Sylvan Pools

  8260 Preston Ct # 1 Jessup, MD 20794-9676

  

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:12/20/2023

  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.

  Upon the completion of the pool, final payment was made. Before completion an air leak was discovered. The project manager advised he would have the plumbers come out and check the plumbing. As of 12/20/23 no one has checked the system. Phone calls were not returned. Text messages were ignored. Project manager was texted on 11-10-23 with videos of the air bubbles entering the pool water. 11-29-23 a second text was sent with no response. We stopped in to the office on 12-02-23 and were advised that the plumbers would contact us. No calls for over two weeks. Called twice to the warranty division and were advised they would get back to us. Haven't heard a word. Sent two requests for warranty service and have received no response. The pool was completed at the end of October, 2023 with a 1 year warranty.

  

  Business Response

  Date: 01/12/2024

  As we discussed on the phone earlier, I apologize for the delayed response by our team in addressing the outstanding issue.   Our team addressed and repaired the problem on January 4th, and I was happy to hear your confirmation that everything is working correctly.

• Initial Complaint

  Date:12/19/2023

  Type:Delivery 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.

  In August of this year, I contacted a salesperson from Anthony and Sylvan to purchase a custom pool cover. The salesperson said a deposit of $1,000 was required, and I paid the down payment. The delivery time given was 4 to 6 weeks. I heard nothing from them for about 4 weeks so I called them. They said nothing was done because I needed to pay the entire amount of $4,580 upfront. I paid the entire amount. After many, many calls to Anthony and Sylvan, most of which were unanswered or I was told they did not know where the pool cover stood, in early December they got back to me for information on the previous pool cover. They still had not done anything to make my pool cover. At this time- December 19 - I still do not have a pool cover.

  

  Business Response

  Date: 12/29/2023

  Hello, I have reviewed your account and it seems your cover was held up in production.  However; we received the final details from the measurer that were missing and now the cover is in production.  Cover manufacturing typically takes a few weeks, and our scheduler info department will be reaching out to you with details before cover arrival to discuss install dates. Thank you for being patient and we will get this completed for you as soon as possible. Please reach out to me personally with any questions. Thank you

  Customer Answer

  Date: 01/19/2024

  My complaint against Anthony and Sylvan has not been resolved.  They have my money and have not provided a pool cover.  Of couse,  in this winttery weather, there is now way that they could put the cover on my pool and I don't want the cover to be put on in the snow. The 4 to 6 weeks promise that Anthony and Sylvan made in September 2023 is WAY over due!   

  

  Business Response

  Date: 02/07/2024

  Anthony & Sylvan (A & S) has been in touch with the client on 2/6/2024 and has made arrangements to complete the necessary concerns in May of 2024 per the customer's request. A & S has advised the customer to reach out if they have any other concerns prior to May. 

• Initial Complaint

  Date:12/08/2023

  Type:Order 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.

  Anthony Sylvan Pools was paid $171,493.00 to install a pool at my house. The pool was finished in September 2021. The pool deck sub surface was not properly packed and the pool deck has settled causing the travertine to settle, crack and sink in several spots. This issue has been ongoing since 2021 with Anthony Sylvan Pool making several attempts to to correct the problem without correcting the underlaying installation problem. Several Anthony Sylvan "superintendents" have come out to address the problem with the same story that they will take the warranty issue to management and correct the problem. This issue has been ongoing since 2021 with little to no response to properly correct the problem. There is also an issue with the fire pit area where the stone around the fire pit was installed without a concrete subsurface causing the stone to rise in spots and sink in other spots. Again they attempted to correct the problem without correcting the underlying issue. The last "Superintendent" came out 4 weeks ago yesterday and told me then that he would have a resolution by the end of that week (4 weeks ago) and would had have a top management person call me by then too. I have not heard from any Anthony Sylvan Pool employee since that meeting. All I want is what I paid for and that is to have the pool deck and fire pit area properly installed so I can enjoy the pool for years to come. Each time a Anthony Sylvan Pool Superintendent would come out, they would take multiple pictures and mark spots that needed repairs so they have all the documentation of what needs to be done.

  

  Business Response

  Date: 12/12/2023

  Good afternoon,

  Thank you for bringing this complaint to our attention. 

  We have offered to fix the areas of the customer's patio that have settled. 

  The patio warranty expired on 12/14/2022, however we've offered to help fix these areas as a customer service gesture.

  Hope this helps!

  Thank you,

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

  Anthony & Sylvan Pools 

  Customer Answer

  Date: 12/16/2023

  [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: The solution that Anthony Sylvan has proposed leaves me with a temporary resolution and does not correct the underlying compaction problem that exists under the pool deck and around the fire pit area. Until the compaction problem is addressed, the settling issue will not go away.
  The bottom line to all this is, Anthony Sylvan Pools paid a sub-contractor to install the pool deck and the deck was not installed to the proper specifications, that is why there are settling issues today and have been since the pool deck was installed. Anthony Sylvan Pools received an estimate of what it would take to make the repairs necessary to correct the original issues. The estimate is around $18,000 to redo what was installed incorrectly. Anthony Sylvan Pools is not willing to pay the money to correct the problems that the original sub-contractor left them with, in fact they want me to pay part of the repair costs. I paid Anthoiny Sylvan to build the pool, I do not feel I should have to pay additional money to get the problem with their original sub-contractor fixed when I paid to have it installed right the first time. It is because of the inaction of Sylvan Pools warranty department over the last two years of promising to make repairs but never following up that we are still trying to get the original problem corrected today.
  To resolve this issue, Sylvan Pools knows what it will take to correct the problem. They should pay the costs of the estimate they received and get this fixed once and for all. It is unfortunate that they hired a subcontractor that originally did subpar work, but that was a choice that they made and that is on them, not for me to correct. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/21/2023

  Good afternoon,

  We appreciate the reply.  

  Movement with a dry laid travertine patio is expected.  That's one of the benefits of having a dry laid patio, in that areas can be releveled as movement does occur. 

  The patio in question was installed in 2021.  Although the patio is over a year beyond its warranty period, we have agreed to fix the areas that have settled as a customer service gesture.

  We would like to find a timely resolution in this matter; however the ask is that we redo the entire patio at no cost, which is not a fair expectation.    

  Thank you,

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

  Anthony & Sylvan Pools 

  Customer Answer

  Date: 12/23/2023

  [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:

  ****, I would like to get the warranty issues resolved as soon as possible also and have been working to that end since the initial warranty ticket submitted on 11/10/2022. The problem with the pool deck travertine is not movement, the problems are areas that are sinking. A&S has the same email string that I am using to give you an accurate run down of events. The pool contract was signed 10/28/2020, on 11/16/2021 I received an email from A&S stating: Congratulations, your deck was recently completed!
  And at that time the pool deck was complete, but the pool could not be used because the pool had not passed the Iredell County final inspection,

  I received this email from ***** on 1/5/2022

  Good Afternoon ***,
  The electricians will be out tomorrow to complete all remaining items.
  Thank you,
  ***********************************

  The final inspection was complete around 2/18/2022 and that should be the date the warranty started, not the 2021 date you stated in your response.
  The first warrant ticket was submitted 11/10/2022 and this is an excerpt from that claim ticket:

  Tell us about your Claim:
  The travertine is sinking near skimmer at the deep end and there is issues around the firepit that need to be fixed.

  
  Since the first warranty ticket was submitted, I have received very little response from A&S unless I initiated the conversation and that is why the warranty issues have not been resolved to date. There have been several onsite meetings with A&S supervisors since the first warranty ticket with little or no action to follow up with the agreed upon repairs. The last onsite meeting was 11/28/2023 to discuss the $18,000 estimate that A&S received from one of your contractors to address the outstanding warranty issues. I have not seen the estimate but would like to receive a copy so I can review it. Evidently from the A&S response, the estimate must have included reworking the entire pool deck surface which may be required to permanently fix the original problems. My concern has been and is still that the sub material used under the pool deck was not properly tamped. I discussed with *********************************** that It would be acceptable to spot repair the deck if a compaction test was performed to validate the condition of the subgrade material and the broken and cracked tile be replaced. I also requested from ******* a call from a member of A&Ss upper management to discuss a resolution to the warranty issues, he told me someone would call me by the end of that week, I have yet to hear from anyone in management and only heard back from ******* after I sent him another email after waiting four weeks. I also told ******* that I would consider paying a portion of the repairs if I could see what the estimate consisted of but after waiting four weeks after our 11/18 meeting without receiving any communications from A&S or its management, I have changed my mind on that offer.
  To resolve the warranty issues, A&S needs to ensure the subgrade compaction test is satisfactory, repair the areas that have sunk at the skimmer at the deep end and the sunken area at the steps to the firepit along with several other small areas that have sunk, replace the broken and crack travertine on the pool deck and fix the firepit area that *********************************** said should have had concrete poured prior to installing the firepit stone. All the A&S supervisors that have looked at the broken travertine have already agreed that the broken travertine needs to be replaced so I don't understand why now that becomes an issue of whether it will be replaced or not. Several of these tiles were broken by **** ****** Turf when they attempted to repair the sunken areas, but they left more travertine broken than they fixed. The same areas that are sinking now are the same areas that **** ****** Turf was supposed to have fixed in the first place but obvious they didn't fix the subgrade issue and that is what is causing the warranty issues. I will be more than glad to meet you at our pool so you can see firsthand the poor workmanship and the warranty problems that your subcontractor left you with.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 01/23/2024

  Good morning and thank you for your reply.

  Our team remains committed to fixing any items that are covered under warranty. Will follow-up with the team to see what else remains aside from the patio. These are the notes in our system from the open work order from April of 2023 on the patio. Seemed the team already had plans to get this taken care of.  

  "8 pieces are broken and need to be replaced. 5 pieces outside of the area behind the spa need to be releveled. You can see a sinking area behind the spa."

  Per our agreements our warranties begin on the date the pools interior finish is applied, not date of final inspection. The warranties on the pool at ****************** began on 12-14-2021.

  Although the patio is out of warranty, we have agreed to fix these areas as a customer service gesture.  Happy to have the team get the repairs scheduled once we have the go ahead.  

  Thank you,

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

  Anthony & Sylvan Pools 

  Customer Answer

  Date: 01/30/2024

  [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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:11/07/2023

  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.

  Our pool was installed in May 2022. During the install the crew cracked the sidewalk that leads to the handicapped accessible bathroom next our barn. We repeatedly asked for this to be fixed as our therapeutic riding barn was out out of the scope of the work being completed. Additionally, the pool began leaking immediately after filling. We were told to file a warranty claim which seems a bit outrageous since it leaked the day it was filled. We went back and forth for over 30 days asking them to fix the repairs and fix the sidewalk. We only received a positive outcome after filling out a survey negatively, with a promise to redo the survey after the items were fixed. In July of 2023 Anthony Sylvan told us the pool was not inspected. We assumed that the pool was inspected as it was the responsibility of our Anthony Sylvan project manager. Anthony Sylvan scheduled the inspection and it did not pass electrical. I requested them to fix the item identified in the electrical inspection and they told me they would open a warranty claim. They came back and told me it was my responsibility as it was pre-existing. In my opinion, any electrical associated with the installation of the pool is the responsibility of Anthony Sylvan. The fix is less than 200 dollars which is pennies compared to the price of the pool. However, it's the principal of the matter that I am concerned with, we specifically asked if the electrical box they utilized would be suitable and was up to code they said yes. I am exhausted dealing with dishonest companies, I even emailed their CEO *********************** and have not received a response.

  

  Business Response

  Date: 11/21/2023

  Good morning,

  Hope everyone is well, and thanks for signaling us on these concerns. At Anthony & Sylvan Pools we take customer complaints very seriously.

  Our team has reached out to the customer via phone, in hopes to find a path to a resolution.

  The electrical panel in question was already existing onsite when we began the project. Even though it's not a component our team installed, we have agreed to have our electricians make the corrections to the non-complaint panel for the customer as a gesture of good faith.

  It is our understanding the items mentioned prior to the electrical panel have since been resolved.

  Please feel free to connect with me directly with any questions or concerns *********************

  Thank you,

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

  Anthony & Sylvan Pools

• Initial Complaint

  Date:11/07/2023

  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.

  I had our original Anthony Pool refinished by Anthony sylvan pools for a total of $23,500. Everything was fine until the finish plaster was installed. The plaster ended up being a different color then the sample provided but they can back and and showed different samples that were a different color variation of the black ***** upgraded finish that we chose. We paid to have **** pool service come to do the pool maintenance the first two weeks everyday to make sure nothing happened to the finish. **** the project manager who agreed with me that pool finish did not look like the sample said the pool had calcium build up which they said they would treat. I followed up with **** and the salesperson ****. I was informed that **** was no longer with the company and they were working on getting someone out there. They also never replaced the jets in the spa that were removed. I have been trying to get in touch with several emails that no one responds to. I paid all of the money owed except for the final payment of $100 bc they never fully completed the job with not putting the keys back in or doing the treatment that they said would correct the white streaking/cracking throughout. The pool was completed and filled July 7th and was never able to be used. It was closed September 29th which should have been enough time for them to correct the issues. I feel like they should reimburse some of the money for failing to complete the project and correct any issues that they said they would. The pool also was low on water after closing so I am hoping that it is not leaking or anything else.

  

  Business Response

  Date: 12/07/2023

  We have committed to an inspection of the plaster in the spring of 2024 with the goal of identifying potential next steps.  We have requested that customer contact us two weeks after they open their pool in the spring to schedule the inspection.

• Initial Complaint

  Date:10/30/2023

  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.

  On 2/11/2023 I had a virtual appointment to discuss a pool installation with ***************************. After the consultation, I agreed to move forward on February 16, in a response to an email from ******* that I needed to sign a contract that day in order to qualify for an incentive he offered. I also had to pay a deposit of $5000 that day in full to secure the discount. I expressed concern about the pool fitting into our yard to ******* several times. He assured me if a pool was not possible, we would not be responsible for the deposit. After that initial meeting, I reached out several times for an update (with no response) and was told finally on 5/1 that my township had established an ordinance last year prohibiting pools on my top of property (corner lot). I asked about my deposit and never heard back from *******. After half a dozen emails to him and others at Sylvan, I finally got a response that the project was cancelled and my refund in the mail. I received the refund in late June for $2200. I inquired about the missing $2800 and was told a topographic survey was done and I was responsible for the charge. I inquired why a survey was done on a property that the company knew wasn't legally able to house a pool. No response to that question. Nor was I ever provided with the survey, or even the date the survey was done. Finally, after informing the general manager (*******************) that I would be filing a complaint with the BBB, he assured me he would follow up and get answers to my questions. That was on September 8. After multiple follow-up emails to him directly, still no response, no refund and no topography plan or proof that one was even done. This is unacceptable - both the lack of follow-up and the fact that the company has kept my $2800 for almost 9 months, with no product to show for it. I have emails explaining the situation in detail (which include assurances from my sales rep that I would not be charged) if helpful.

  

  Business Response

  Date: 11/09/2023

  We entered into the project as we do with all construction projects, with no guarantee of township approval. As the customer acknowledges, when the project was cancelled in June, we provided a refund of $2,200. This amount reflects their deposit, minus costs incurred for the topographic survey, which we supplied to the customer. On November 9, 2023, we resent the topographic survey to the customer via email.

  Customer Answer

  Date: 11/15/2023

  Hello!

  I understand their point of view and did receive the grading plan for the first time last week. To be clear I had not previously received it after requesting it several times and would be interested if they could forward me the initial time they sent as I did not receive it. However, it is clear that a pool was NEVER possible, from the beginning of the project. It is not that we went through the process, reviewed with the township and then they did not approve. If that had been the case, that would have been a different story. My bigger issue is I also asked several times about the pool fitting into the yard, measurements, etc and in both cases I was told I could always get a refund, not a partial refund. Attached are images of the email communications stating that. I also had discussed this on the initial call. Thank you so much for helping me with this. I appreciate the responses and finally hearing from the business. 

• Initial Complaint

  Date:10/28/2023

  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.

  Company has failed to repair the broken autofill to our pool. I have to refill it with the hose once a week, every single week. I have contacted the company several times about this issue with no response. Our pool cost us $80,000.

  Customer Answer

  Date: 11/13/2023

  My last name is ****

  

  Business Response

  Date: 12/07/2023

  We inspected the autofill in June and again in August of 2023. During both inspections we explained to the customer that it appeared their landscapers had capped off the pipe that feeds the pressure vacuum breaker. It is our understanding that the customer was coordinating next steps with their landscaper to reopen the pipe. If there are any functional concerns with the autofill after the line is reopened, we will be happy to reinspect to identify potential next steps.
  
  Thank you again,

• Initial Complaint

  Date:10/27/2023

  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 contracted Anthony & Sylvan Pools to build our swimming pool on 12/21/21. The job was suppose to be finished end of 2022 . As of today 10/26/23 they still have not been able to satisfactorily finish the job 100% or remediate and fix issues/problems associated with the pool . Every time we try to call them about all the diff issues that we are experiencing. we keep getting the run around or can't get anybody to talk to. Here are some of the issues we have been having .1A. Add - after multiple attempts to get A&S to come and evaluate the issue. We finally had to call cover safe on our own to come and have a look. They informed us the the motor was exposed to water and that the height of the edge of the cover box was too low and that's why the motor keeps getting wet. They advised that A&S should come and evaluate the problem. A&S finally responded and said the drain in the box was clogged. We had the outside contractor come and evaluate the drain and send pictures. They noted that whoever A&S contracted to complete the cover box left debridement including cardboard and dirt in the cover box but the drain was clear. To date the neither the cover or motor has been replaced. 1b. The drain that is inside the cover box of the automatic cover of the pool is not working and the motor is not working 2. Pool has stains in it from day one. We expressed our concerns about this to them and nothing has been done.3. Pool water level keeps dropping. Constantly having to fill with water hose. Our contract states we are suppose to have an automatic water fill but they never gave us any. 4. Robot provided by Anthony and Sylvan has never worked. We've expressed this since day one. 5. Indicator for salt in pool shows now salt since day 1 even though this is a salt water pool. Thanks so much *********************-***** ************

  

  Business Response

  Date: 11/08/2023

  Thank you for bringing the detailed list to my attention. I'm currently working with our scheduling department on the sequencing of the repairs and a completion schedule. ************************* will be in contact with the customer by Friday 11/10 to confirm a start date, I will follow up with an update as the plans progress.  

• Initial Complaint

  Date:10/18/2023

  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.

  1/28/2023, I signed a contract with Anthony Sylvan to build a pool and gave a $6,000 deposit. After nearly 8 months, and very little clear communication and periods of weeks where there was zero communication, they finally scheduled my dig for the pool and requested an additional $42,000 deposit which I paid. They showed up for a dig on a rainy day and only stayed for a few hours and said that they would return. They then sent me an invoice and contact for well points and I explained that the lot is completely dry and the house had a basement that was dry during hurricane sandy. They had just decided to dig on a day when there had just been 6 inches of rain. I then got a call that in order for them to return to dig, I needed to supply another payment. At that time, I spoke with ** and informed everyone that I wanted to cancel my contract. It was also confirmed that Anthony Sylvan sent an excavator that was not familiar with digging in my area and that in fact, there was no water and did not need well points. I agreed to proceed only to go 3 weeks without anyone returning to my property. I spoke with ** on the phone and was told that I could cancel the contract and told him that I would like to cancel the contract. I have attached the last pictures on my house in which Anthony Sylvan left my home with hazardous conditions. I have since emailed the CEO and everyone that was involved in my project twice over the last 3 days without any response. Per the contract, item 5, Excavation, it states that we may mutually agree to proceed or either of us may terminate the agreement, and my deposit will be refunded less any costs. Based on the excavator not being there for more than an hour or two, the costs should be minimal and they did not fulfill the terms of the agreement. My general contractor and I have sent many emails and calls that simply go unanswered. I want a full refund....they lacked to honor their contract.

  

  Business Response

  Date: 10/30/2023

  After receiving their feedback via the BBB, we contacted the consumer to better understand their concerns and to try to find a path forward. While we remain committed to working with them to find a positive resolution to their concerns, this consumer has elected to hire legal counsel.We have been in communication with their counsel and are working to resolve the alleged issues raised.

• Initial Complaint

  Date:10/07/2023

  Type:Order 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.

  On Sept 1, 2033 I signed a contract for a new inground pool and put a $1000 deposit to lock in the price which was taken directly from my checking account through their portal. This contract has a 3 day right to cancel clause in the contract and unfortunatlty within 3 business days on Sept 4th we were not able to get approved for the financing for the remaining bill of 54,000 so I sent in my cancellation form and got confirmation it was recieved on Sept 4th, the salesman ******* ***** ###-###-#### let me know he processed the return and I should recieve it within 2 weeks and it is now been 5 weeks and I keep following up with no reasilution. I would simply like my $1000 returned. I have attached the contract, cancellation form, emails, and text thread. Please let me know if I can provide you any other documentation

  Customer Answer

  Date: 10/19/2023

  Hello, I have recieved a partial refund they did send a check for 800$ which I have attached for your review. However the amount that they should have refunded is $1000. So they still owe me $200. In the contract it clearly states that if cancelled in 3 business days there is no penalty. I just wanted to update you. Thank you for working on this case with me I appreciate all your hard work

  

  Business Response

  Date: 11/01/2023

  There was an error on our part in regard to the timing of the cancellation request by ******************  We have fixed the error and will be refunding the remaining balance of $200 to her.  We expect the check to be mailed on November 3rd from our office in Austin, TX.  

  Customer Answer

  Date: 11/08/2023

  [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,
  
  *******************************