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 has 22 locations, listed below.

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  Anthony & Sylvan Pools

  963 Mearns Rd Warminster, PA 18974

  
• 

  Anthony & Sylvan Pools

  147 Gulf Fwy S League City, TX 77573-3521

  
• 

  Anthony & Sylvan Pools

  44031 Ashburn Shopping Plz Ste 127 Ashburn, VA 20147-7918

  
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  Anthony & Sylvan Pools

  8 Wright St Westport, CT 06880-3100

  
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  Anthony & Sylvan Pools

  2171 Kingston Ct SE Ste H Marietta, GA 30067-8927

  

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:08/21/2023

  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.

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

  

  Business Response

  Date: 08/22/2023

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

• Initial Complaint

  Date:08/15/2023

  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.

  We purchased a concrete pool from Anthony Sylvan on 2/16/22. We paid $115660.00 for the pool complete with covers for the spa and pool. The pool was started on 4/15/22 and completed on 8/7/22. We never received the spa or pool covers upon completion. We were told the covers would be installed in December 22 and that temporary covers consisting of tarps and water bags would be installed prior to the permanent covers arriving. The temporary covers blew off and into the pool several times through out the winter dumping leaves and debris into the pool. After notifying A/S about the cover blowing off and getting no response we re-installed the covers several times ourselves. When A/S opened our pool in March the pool was full of debris and leaves which they did not remove. After we cleaned the pool we were left with a hard green stain at the water line and leaf stains on the bottom which we have not been able to remove, from the leaves in the pool all winter. After multiple phone calls and emails, all documented and available upon request with photos A/S agreed to come out and install the covers. Upon arrival the installers only had the pool cover and not the spa cover. The installers response was to call the office it may be in the warehouse. After 3 more phone calls and 7 more emails we still have not gotten a response regarding the spa cover and the work that has been prepaid other than from "****" the scheduler, who responded asking someone from A/S to reach out. Unfortunately no one has. We spoke to "***** in the warranty dept. about the pool cover being installed incorrectly due to the anchors not being drilled in a straight line, cracked tiles, holes drilled without anchors and oversized anchors being used. He confirmed that it was not installed properly and that they would send someone out. No one has contacted us regarding the mis-drilled and missing anchors or the missing spa cover as well as removing the stains from not having a cover most of the winter.

  

  Business Response

  Date: 08/31/2023

  We have spoken with the customer and have a plan in place to resolve ASAP. 

  Customer Answer

  Date: 09/06/2023

  See attached email sent 9/6/23. Waiting for a response. 

  Customer Answer

  Date: 09/17/2023

  Why has this complaint been closed? There has been no further contact from Anthony & Sylvan and all issues remain unresolved. There is no plan or timeline in place for completion. We are approaching our pool closing and still do not have the cover , the tile and anchors replaced , the caulking completed , or the stain removal addressed from the original complaint. Please advise as to why this complaint is closed and marked resolved.

  

  Business Response

  Date: 11/03/2023

  We have been in communication with the customer, directly. Repairs to the deck and anchors were scheduled for the week of 10/30, with plaster treatment scheduled for the second week of November. The caulking, also known as mastic, was not included in the project contract. We have provided the customer with a quote to install it.

• Initial Complaint

  Date:08/15/2023

  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.

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

  

  Business Response

  Date: 08/25/2023

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

• Initial Complaint

  Date:08/09/2023

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

  

  Business Response

  Date: 08/21/2023

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

• Initial Complaint

  Date:08/08/2023

  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.

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

  

  Business Response

  Date: 08/17/2023

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

• Initial Complaint

  Date:08/07/2023

  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.

  Email and claim filed again for the same issue and again, no resolution. This time around, no one even came out as indicated by the warranty coordinator. To make matters worse no one ever called my husband to find out the issue and we can't reach anyone on the phone. There is a leak somewhere in the lines of the sprayers. We turn them on and the backyard gets flooded. You guys sent someone out and they opened the sprayers and waited a short time like 10 minutes or so and said he couldn’t see a leak and left. Enough time wasn’t given to see the leak and yard to flood. We’ve tried to report this again and again asking for someone to please come back out and view this again and my husband never received a response. We haven’t been able to use the sprayers all summer. Now, we see there is a leak in the pipe coming off the filter and we are having to add water to our pool everyday and the side of the house has water all the time. You guys have been great to work with and we still love the pool but we really need to get these addressed please. I would prefer not to deal with the warranty coordinator as she is the one who keeps saying she is going to do something and doesn't. We have been very patient about this but as I mentioned to her my yard and my neighbor's yard is a sloppy mess with this new leak. Thank you so much for your prompt attention.

  

  Business Response

  Date: 08/22/2023

  On Friday August 18th Anthony & Sylvan sent the warranty tech back out to review the leak when the customer was able to run the system.  It was located on the site visit and shown to the customer.  The management team reviewed the leak from the ******* pipe on video and will have a person on site on Tuesday August 29th to complete the repair.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/23/2023

  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.

  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

  Date: 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

  Date:06/19/2023

  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.

  The current issue with this company is that I paid $3825.00 for a pool cover last summer and it was never installed, I asked for this cover to be installed as promised in September 2022. I was told by the company it could not be installed until the pool was completed. The pool was due for completion in May 2022. The pool was finally completed in May 2023 and now the company is refusing to install the pool cover. I have asked numerous people many times for the contact information of someone who can resolve this issue. I am consistently told I cannot have this information. I cannot have the pool cover installed or the number of a contact person until I make another payment of $4100.00. When I asked their contact person ****** why I would give them additional money as the cover was paid in full last year, she advised they found an outstanding balance for a fence, and I could not have the fence installed until I paid the balance. I advised ************** do not need a fence. We have a fence. Then ****** changed her request and advised this is the outstanding balance for that fence. Every piece of this project done by this company required pre-payment before any work would be started. I find it curious that an outstanding balance is found a year after the fence installation and now the pool cover, the opening of the pool, the education session, and other grievances are being held hostage until I send them $4100. My other grievances * 40ft x 40 ft area of a side yard will not grow grass efficiently following a large dirt pile laying there for 2 months- contracted to be removed same day * Tile stained black following coping installation * We paid for the removal of excess stone left behind, dirt removal (fence), dirt removal (left over from huge pile of dirt from excavation)* We paid to have expansion joint fixed after company crew miscut the joint- no one would resolve * Mortor dumped in tree line in back yard effecting tree health * cobalt blue plaster has large white streaks

  

  Business Response

  Date: 06/24/2023

  Anthony & Sylvan has advised client that any balances owed to Anthony & Sylvan that are outstanding must be paid in full prior to any additional work being performed per their contract.

  Customer Answer

  Date: 06/28/2023

  [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 only contract I have with Anthony Sylvan is regarding my pool project which has multiple issues left unresolved. That contract is paid in full, and I continue to ask for resolution to these issues. Further, I have asked for communication with someone who can provide resolution and am ignored.  I do not have a contract for the pool cover. I paid for the pool cover and either expect it to be installed or the money refunded. The fence is installed, and that contract was satisfied. 
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 07/26/2023

  I am sorry the customer feels we haven't addressed their concerns to their complete satisfaction. Nevertheless, we are dedicated to working toward a positive resolution.

  We are in contact with the customer regarding next steps and will remain in contact until the project is completed.

• Initial Complaint

  Date:06/13/2023

  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 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

  Date: 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.