Complaints
This profile includes complaints for Anthony & Sylvan Pools's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 173 total complaints in the last 3 years.
- 60 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/01/2023
Type: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 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
Date: 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
Date:09/29/2023
Type: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 are in a dispute with Anthony & Sylvan regarding what is considered the structure of a pool. We have rebar rust stains in our pool that we consider structural damage. Since structural damages are covered for the life of the pool, we want Anthony & Sylvan to conduct those repairs. We've made several unsuccessful attempts to reach them since May 2023. *** ***** finally responded last month indicating the repairs are not structural damage. In our research for pool repairs, when we describe our issue to other pool repair companies, the immediate response would be, "we don't do structural repairs"... which confirms our argument. We've dealt with the Anthony and Sylvan pools company in Ashland, VA, not the one in PA.Business Response
Date: 10/31/2023
We have spoken with the customer and clarified our warranty. Our lifetime structural warranty warrants that the pool will be free from leaks and hold water for as long as the customer owns the pool. Plaster bleeds do not fall under the lifetime warranty. They fall under our three-year plaster warranty, which expired in 2017. We discussed several renovation options, and the customer thanked me for my help.Initial Complaint
Date:09/14/2023
Type: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.
Two Outstanding issues.1) Failure to complete the work. A&S built an in ground pool along with a travertine decking. This was built and installed in late fall of 2022. At the time of the travertine installation, I asked the installer about growth (grasses and weeds) between the tiles. He told me that he would apply polymeric sand that would prevent that from happening. At the same time, one of the tiles was over an inch too small and left a large gap. The installer told me (and my wife and my builder) that it would be best for him to come back in the spring and finish the job, so to let the materials settle. To date, after endless calls and emails, I cannot get A&S to finish the project.2) Deceptive Sales Practices. The A&S representative that advised me on all of the pool options "sold" me on installing an auto cover. There were multiple features of the cover but the primary reason I agreed to install a very expensive auto cover was because the representative told me I would not need the large (and ugly) safety cover that you see on most pools in the winter. After installing the expensive auto cover, I was told by the auto cover installer that I absolutely needed a winter cover. I verified that opinion with the A&S technical team that came to close the pool and again with a third party pool company. All parties agreed a winter safety cover was required. A&S quoted approx $8,000 and months to install. I hired another pool company who installed in 3 days for $4,500. A&S is trying to hide behind a story that my house builder dictated to them how to build the pool and that my builder selected all of the options. That is categorically untrue. I have offered sworn and notarized statements from the builder, from myself, and from my wife who were all present when the rep for A&S misrepresented that it is fine to use an auto cover as a winter safety cover. I feel at a min A&S should reimburse me for the winter cover since they misrepresented its use.Business Response
Date: 09/28/2023
This pool project was contracted between Anthony & Sylvan Pools and a homebuilder; the completed home and pool were then sold to this consumer. Polymeric sand is not something that we or our decking partner include with Travertine decking, but our decking partner has agreed to add sand as a gesture of customer relations. It is our understanding that the homeowner is currently out of the country and our decking partner has been unsuccessful in recent attempts to reach them to schedule this work. The homebuilder contracted Anthony & Sylvan for a safety cover but no winter cover, which is not uncommon, as homeowners may elect to purchase a cover at a later date or from a 3rd party. While winter covers can cost thousands, there are many cost-effective options available for a few hundred dollars. Finally, we have requested documentation of any communication between the homeowner and Anthony & Sylvan staff stating that a winter cover would not be needed when using a safety cover, but to date have not received any.Customer Answer
Date: 10/09/2023
There were two issues and the company resolved one of the issues (travertine decking completion) last week on 10/5/23. They have not addressed the remaining issue related to the auto cover.Business Response
Date: 11/03/2023
Per our previous response, this pool project was contracted between Anthony & Sylvan Pools and a homebuilder; the completed home and pool were then sold to this consumer. The homebuilder contracted Anthony & Sylvan for a safety cover but no winter cover, which is not uncommon, as homeowners may elect to purchase a sandbag pool cover for at a later date or from a 3rd party. While winter covers can cost thousands, there are many cost-effective options available for a few hundred dollars available via local and online retailers.Customer Answer
Date: 11/06/2023
The response from Anthony & Sylvan pools is categorically untrue. While the billing went through a builder, it was 100% sold to me directly. Their representative met with me directly (not with a builder) and sold me on an expensive auto cover upgrade by telling me that no winter cover was necessary. As already stated, the cover install company, a third-party pool company, and Anthony & Sylvan technicians and representatives have all told me since that a winter cover is necessary. Additionally, Anthony & Sylvan failed to disclose to me the many, many issues with an auto cover whenever it rains. There are issues if the cover is closed (quite a bit of time and effort to pump all the water off of the auto cover before you can open the cover), and other issues if you leave the cover in the open position (it requires a specialized syphon pump to get the rain water out of the auto cover channel or the cover will not close). My complaint is regarding thier deceptive sales practices and they refuse to take responsibility and just hide behind the fact that the bill was sent to a builder.Initial Complaint
Date:09/11/2023
Type: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.
Pool Design & Construction Agreement > Date of contract: 2/13/2021 (work was delayed due to Covid-19), Start of project: December, 2022 > As per the contract, they were to provide demolition of existing pool & excavation of new pool > Anthony & Sylvan sub-contracted the electrical work to ** ****** Electric LLC (* ******* ****, Oak Ridge, NJ *****). > ** ****** Electric LLC damaged my house (siding) as well as my fence (gate door post) on January 18, 2023. As a sub-contractor to Anthony & Sylvan, Anthony & Sylvan is still responsible to ensure the damage is repaired/replaced. > I have patiently been working with ** ****** Electric LLC since July 2023 to get the damage repaired/replaced. > The last communication I've received from ** ****** Electric was August 8, 2023, even though I've requested multiple updates (both via voicemail and email). > Anthony & Sylvan is responsible for the damage, since ** ****** Electric is a sub-contractor to Anthony & Sylvan. > I've requested Anthony & Sylvan to engage to get this resolved, but they have refused to respond to my requests. > It's been 8+ months since the damage happened to my property and it has still not been corrected.Business Response
Date: 09/22/2023
We have been working with our electrical subcontractor and **************** to resolve. Attached is the latest correspondence along with a contract prepared by the subcontractor's attorney detailing the required repairs. **************** has requested an addition to the contract, once added and signed, work is to commence shortly thereafter.
Customer Answer
Date: 10/23/2023
Regarding the complaint I filed, the issue was with a subcontractor of Anthony & Sylvan, therefore Anthony & Sylvan bears responsibility for ensuring it gets resolved. As a reminder the damage to my house & property caused by the subcontractor happened in January, 2023 (10 months ago).
The issue was recently settled on October 11, 2023, however I would've expected that Anthony & Sylvan would have acted as the liaison between the subcontractor and me. In reality, Anthony & Sylvan did NOTHING. I had to work directly with the subcontractor and their attorney to get satisfaction. I was extremely disappointed with Anthony & Sylvan. It seemed as if they got most of their money so they no longer cared about the damage caused by their subcontractor.Initial Complaint
Date:09/08/2023
Type: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.
Still awaiting a pool cover purchased in April and no one will return our calls.Business Response
Date: 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
Date:09/06/2023
Type: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 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
Date: 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
Date:09/05/2023
Type: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.
Anthony Sylvan is giving run around in repairing warranty issue even though they quarantined me if I followed steps in email that it would be covered. I cannot get them on the phoneBusiness Response
Date: 09/18/2023
We spoke with the Customer the same day the complaint was submitted and have scheduled inspection and repair for next week.Customer Answer
Date: 09/25/2023
[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 have provided multiple examples of reaching out to the company and getting a run around. For them to say they responded the day I called is ridiculous, if that was the case why would I turn in a claim. I still have not received reimbursement for leak detection company, per which Anthony Sylvan told me was reimbursed if a structural leak was found. They told me I would get money back in 2-4 weeks, I still haven’t received it. They are supposed to come out tomorrow to see what they need to do to fix pool, I’ve reached out to company to see when they are arriving , so that I could have pool gate unlocked, and received no response. We’ll see if they show tomorrow. They multiple attachments I provided show extremely poor customer service. This has been going on since July, with me calling more than 25 times and a lot of emails with no action until I put in a claim through better business bureau. It was **** near impossible to get a supervisor on the phone, even though I requested one every time I called. I have a lifetime warranty on the structure of the pool to not leak. I’ve used the leak detection company they request and yet still the run around
Regards,
***********************Initial Complaint
Date:08/30/2023
Type: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.
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 Answer
Date: 08/31/2023
Business Response
Date: 09/21/2023
We are in contact with the customer. We are coordinating next steps and awaiting confirmation on cover install dates.Initial Complaint
Date:08/28/2023
Type: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.
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
Date: 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 Answer
Date: 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
Date:08/23/2023
Type: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.
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
Date: 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 Answer
Date: 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,
*****************************
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