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

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

  
• 

  Anthony & Sylvan Pools

  1424 W Sam Houston Pkwy N Ste 180 Houston, TX 77043-3104

  
• 

  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:06/13/2023

  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.

  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

  Date: 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

  Date:05/27/2023

  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 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

  Date: 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

  Date:05/23/2023

  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 chose Anthony& Sylvan to install an in-ground pool in 10/2021. When the project manager agreed to accept the job, the date of 5/20/2022 as the expected completion date was communicated and confirmed, in time for our daughter's graduation party. We were given a document that specified when each payment was due, and a step could not begin prior to the confirmation of the payment being received by Anthony & Sylvan. Our pool was not completed by 5/20/2022 because our pool fail eight inspections from the county due to the poor practices and employees of the company fighting. There was no communication from project managers because they changed frequently, without communicating the new assignment to us. We would send emails, and no one from the company would respond. We would call, and no one would respond. During our project, I counted at least four different project managers assigned. ***** ordered a heating pump for our pool but was told it was not included in the original contract. ***** had a conversation with the project manager notifying him that he had also been billed an additional $5000 by the project manager who was assigned to the project during the extraction phase. He was told that the $5000 would cover the heating pump. We continued the payment schedule that was provided and completed the final payment on 5/23/2022. Our pool was completed on 6/26/2022. We received the vacuum sometime in July and it stopped working in August. We emailed and requested a warranty contact to get it fixed, with no response. In April 2023, we received a certified letter informing us that we owed $6250 for a heating pump. We explained to *** the agreement that was made with the project manager. We were threatened that if we did not pay the money, our warranty would not be covered for our pool. Please assist us in getting our money back ($6250), getting the vacuum replaced that is no longer working, the pool rope we never received, and a copy of our warranty.

  

  Business Response

  Date: 06/12/2023

  We have spoken with the customer and have a plan in place to resolve outstanding items. The pool rope was delivered last week.  We will have the lights fixed/replaced and a new vacuum cleaner delivered to the customer this week.

  Customer Answer

  Date: 08/16/2023

  We have not received resolution from Anthony & Sylvan.  We have not been contacted by a representative of their company since June 15, 2023. 
  
  We received a rope, but the refund, the vacuum and the light have not been resolved.  
  
  The following notification was sent to the company representatives today, with message be received from one of the employees indicating she is no longer with the company.  This is another usual occurence.  Please see the communication that was sent by us to Anthony & Sylvan today:  
  
  Good afternoon, 
  
  I am following up regarding the repairs that were supposed to be completed on our pool.  Today is 7/21/2023, and we have not heard anything from a representative from Anthony and Sylvan since our last time reaching out to the company.
  
  As we all know, the summer is almost over. We have not received a refund for the payment we made when our warranty was being threatened.  We have not received a vacuum, and our light is still not working on our pool.  What kind of company operates like this?  I had to resort to contacting the Better Business Bureau to receive action from this company, and after your company sent a response to the BBB on 6/15/2023, we have not received any additional communication from Anthony and Sylvan.  I cannot say that I am surprised because this is the company's usual, which a lack of response and no follow through.   
  
  ****** *********, who is supposed to be a leader in the company certainly has not followed through or contacted me or my husband to ensure we were satisfied customers.  My question now is, when someone will ensure that what was promised by your company takes place at our residence?  
  
  I would love to be contacted immediately to discuss the next steps.  I can be reached by phone at 803-463-8254.  I look forward to speaking with someone soon.  
  
  ***** *****

  

  Business Response

  Date: 08/22/2023

  We have been in communication with the customer throughout construction and to address their warranty claims. During excavation, the customer paid $5,000 directly to the excavator for added work due to rock. Then on 3/17/22, the customer signed an addendum to add a pool heater for $6,250 and provided payment for that heater on 5/25/23. Warranty repairs on their pool light, booster pump, vacuum and rope were completed in June and July of 2023. The customer’s warranty remains valid, and we will complete any necessary work submitted. We hope the customer continues to enjoy their swimming pool.

• Initial Complaint

  Date:05/19/2023

  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.

  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

  Date: 06/05/2023

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

  Customer Answer

  Date: 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

  Date:05/15/2023

  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.

  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

  Date: 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

  Date:05/15/2023

  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 in the late spring of 2021 with work to be done in the fall of 2021. This project had a cost in excess of $20000. Work was started in the fall of 2021, but it was a very slow process. Crews would show up late or not at all, requiring many phones calls as well as days waiting for them. Work seemed to be ok but it was sloppy with plaster splattered on my pavers and diving board. (which i replaced), Clean up was partially done and I ended up power washing the deck. Crack appeared in early spring of 2022 in two steps and in order not to cut into the 2022 swimming season. it was agreed to repair the steps in the fall of 2022, which was done only after repeated calls to the company. We winterized the pool and covered it for the winter. Pool was reopened it in spring of 2023 and notice that the cracks reappeared in the top two previously repaired steps. A claim has been submitted to Anthony Sylvan and to date we have not had anyone come to either fix the steps or come to examine them. Today is May 15th,2023 and I am told that a Forman of Sylvan's contractor is coming today to inspect the steps. Photos have been submitted to Sylvan with the in the claim back in April. I order for this work to be accomplished it will be necessary to lower the water in the pool over two feet, approximately 1-2000 gallons. Causing additional cost of pumping and replacing the water

  

  Business Response

  Date: 05/30/2023

  Anthony & Sylvan has been working with the customer to resolve the concerns with cracking at the stairs. The Construction Manager was onsite 5/18/23 and is working on next steps with the customer. 

  Customer Answer

  Date: 06/03/2023

  [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: It took them over two weeks to advise that they are "trying" to schedule someone to come out and they gave me June 14 as a 'tentative date'  which i believe is simply a stale tactic.  This company is impossible to work with. I have been dealing with their poor workmanship as well as their impossible communication and follow for almost 2 years 

  i had to follow up with them to get a reply as to when they were coming. They do not communicate with me unless I contact them first. 

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

  

  Business Response

  Date: 07/10/2023

  A representative from Anthony & Sylvan (A&S) was onsite 6/21/23 to address areas of concern. A&S rep discussed process with the Consumer when onsite and provided some additional chemicals and a 50/50 brush for Consumer to use throughout the remaining pool season.

  Customer Answer

  Date: 07/25/2023

  A rep from Sylvan did come to my home and tried to repair the cracks in the steps but was unable to repair them as he tried to sand them out.  They are unsightly.and I expect them to get worse as time goes on.  The Company just does not do good work and is impossible to deal with. While he did try his best to remedy the issue, Had the work be done correctly the first time the replastered the pool, it would not have required them to attempt to "fix" them.  I did not pay over 20000 usd to have poor workmanship.  If the issue get morse, I will contact them again to come in and strip and replaster the steps and pay for the cost of lowering the water and replacing it. I have a close friend who  who also have their pool reconditioned and them have the same problem. I will take legal action if necessary. 

  

  Business Response

  Date: 07/25/2023

  The technician that was onsite on 6/21/23 advised the consumer to reach out in Spring of 2024 to review the condition of the steps and determine if additional work is needed. Anthony & Sylvan will be happy to review at that time.

  Customer Answer

  Date: 07/25/2023

  [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 they cannot seem to keep their word.  this is the second season with this issue.   I would like for them to confirm when in the spring they will come lto look at the steps and that the problem. will be fixed so not to cause a delay of   the start of next years.  swim season  I do not want to spend hours  trying to get someone on the phone to come here...  thy should send me an email.  ... The cracks are visible and should not be there. 
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 08/04/2023

   A representative of Anthony & Sylvan spoke with the client via phone on 8/4/23. A&S has agreed to reach out to the client the 2nd week of April 2024 to schedule a date to be onsite to review and address concerns with the stairs entering the pool. The Client was agreeable to this as long as the resolution is not delayed in 2024.

  Customer Answer

  Date: 08/17/2023

  This business has been bad in keeping their word as to scheduling work. Since they started this project, they have been late or just does not show up.  I would like to keep this complaint open until April to see if they do follow up and come here when they say and fix the steps.  They are just not trustworthy.

  Customer Answer

  Date: 08/17/2023

  [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 this business has been bad in keeping their word as to scheduling work. Since they started this project, they have been late or just does not show up.  I would like to keep this complaint open until April to see if they do follow up and come here when they say and fix the steps.  They are just not trustworthy.
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/22/2022

  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 signed an agreement on 7/26/22 for a residential pool at ***************************, St. Augustine, FL **********. ********************************* was the sales agent and primary point of A&S contact. We have experienced delays, failures to return our calls, emails, and fundamental errors (e.g. the commencement page has the wrong property and owner's address, but the permit request had the right address) and brought this to the attention of the new A&S point of contact *********************** (manager) who assured us that we would not have these issues again. We had our initial meeting with the project manager *********************** on 10/25/22. We asked for a copy of the pool owner document, which we did not receive, and restated the change that we sent in an email to remove the footers from the plan and move the mechanical equipment to a different location. We contacted ******* by text on 11/11/22, text and voice mail again on 11/14/22, and once more on 11/16/22 since we did not receive the new pool owner information packet (see ********* M&G docs pg 5 item 8) no schedule of when work would procees, and no evidence that the permit was updated (as required by law) to show the new location (not the pool builders location) where we want the pool mechanical eq. I even emailed the VP of A&S (*********************) on 11/5/22 and did not receive a response as of this email. I have lost confidence that this company is capable of delivering us a quality built pool, per specifications and warranties.

  

  Business Response

  Date: 01/05/2023

  My name is ***********************, and I'm the General Manager for the Jacksonville, FL division.  ******************* is my counterpart in ************, **, and forwarded your concern to me.

  Anthony &Sylvan Pools
  *********************************** 
  Jacksonville, FL ***** 
  ********************

  **************************@anthonysylvan.com

  01/05/2023

  **********************, first and foremost thank you for your business and for putting your trust in us. My sincerest apologies for your frustrations as we do our best everyday to provide good customer service. As you may know, any type of construction is not like it's portrayed on a 30 minute tv show. There are many factors and variables that can affect a project, human error being one.  However, we continue and strive to correct any short commings and have been moving along in your cusotm pool build.
  

  Please review our communication history below from texts or emails which shows our efforts in the designing, permitting and building process.  We're still very much involved, and on pace in completing your pool build, and greatly appreciate you continuing to give us the opportunity to do so.

  DC  (Design Consultant) recorded dialogue
  
  
  July 24  1st appt done and sold
  Aug 1    Updated customer getting things ready for drafting and engineering, sent 2nd measurements for footers
  Aug 9    Customer received glitch email about starting excavation on the 10th
  Aug 12  Informed waiting on draft and scheduled showroom meeting for material choices
  Aug 18  Selected materials
  Aug 21  Informed customer unsure if permitting will approve location of equipment on side of house
  Aug 31  *** asked why I haven't sent required info for HOA, informed him I didn't have plans from engineering yet
  Sept 8   Sent everything to HOA, and sent customer permit paperwork to get notarized
  Sept 11 Picked up notarized permit paperwork, customer forgot about NOC (Notice of Commencement)
  Sept 14 Customer informed me of wrong address (****** ***** fixed to ****** *****)on NOC, fixed and resent
  Sept 15 Picked up notarized NOC, customer sent approved HOA
  Sept 17-Oct 3rd, went back and forth to get neighbor access letter, they didn't have her last name
  Sept 19 Informed customer I sent DocuSign for access letter
  Sept 27 Customer requested to add footers for enclosure
  Oct 14   Received revision requirement from permitting on equipment
  Oct 18   Informed customer of change of equipment location
  Oct 19   Submitted revision for new equipment location
  Oct 22     Sent addendum
  Oct 25   Informed customer permits were approved and scheduled M&G (Meet & Greet), customer requested to remove the footers
  Nov 2    M&G completed
  Nov 3    Sent customer draft w/notes and M&G paperwork for their records
  Nov 4    Locates (underground wires & cables) scheduled, customer requested new pool owners guide, ******* & I (Designer ****) didn't have one available
  Nov 10 & 11  Customer requested guide again, told her I didn't see any at the office and asked ******* to provide one on the next visit
  Nov 16  Customer spoke to county to say they never received revised plans; she was informed that its the only way they got approved
  Nov 30   Customer texted excavation just showed up without notice
  Dec 2    Sent customer payment schedule to sign
  
  Total texts from DC **** to *********: 57
  Total emails from DC **** to ***: 19

  Please expect a call from us to give you the latest progress update.

  Thank you again!**************************

  Customer Answer

  Date: 01/09/2023

  [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 there is another related issue:  A&S failed to monitor any of their sub-contractors at the job site and refused to accept my professional observation as an engineer that the pool excavation team failed to remediate a cave in of the spa floor supporting base and subsequent sub-contractors completed two additional construction phases (rebar framing, and gunite concret shot), which I also objected and advised them not to do until the cave-in was remediated.

  I was forced to hire a structural engineer, who inspected the job site on 11/27/22 whose report is due tomorrow and will confirm my own identification of the structural defeciencies, which could have been resolved on 12/3/22 (excavation date).

  I will include the engineers report in this complaint, which identifies the deficiencies, and required remediations, which I am scheduled to review with A&S district and project manager on 1/11/23. I will update this complaint after the meeting

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

  

  Business Response

  Date: 02/09/2023

  We are continuing to work with the customer to resolve their issues as expeditiously as possible.
  
  Thank you!
  
  Best regards, 
  
  ***********************
  General Manager

  Customer Answer

  Date: 02/09/2023

  [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: ******************** has not directly addressed any of the issues that I've raised in my initial (little to no communication, administrative errors in county permit submission) or subsequent complaint (construction structural defects - see attachments).  ******************** only responded that he is working with me, but I have not spoken nor seen ******************** since he and his team was invited to our home on 1/11/23 to try and resolve the communication issues and structural defects.  ******************** refused to look at the structural engineer report or perform the required remediation and left.  I have hired a local attorney since then.
  
  Regards,
  
  *********************************
  

  Customer Answer

  Date: 04/27/2023

  This complaint has not been resolved after four months of negotiations with Anthony & Sylvan, Jacksonville Office to get them to perform the remediation caused by cave-ins of all four pool walls.  The still have the  $46,248.95 that we paid them on 12/2/22 for the below work

  
  

  They reuse to use shotcrete instead of gunite, which is what our structural engineer specifically advised was necessary to remediate the cave-ins.  We want our  $46,248.95 back as Anthony & Sylvan has failed to perform the work as required and caused more structural pool excavated wall damage because they did not replace the second pump to drain water from the pool due to rain and groundwater.  

  
  

  I have updated pictures that I can send you showing the additional damage if you would like.

  
  

  Thanks,

  
  

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

  

  Business Response

  Date: 07/18/2023

  After speaking with the customer to better understand their concerns, we were able to identify next steps to address their concerns and proceed with the next phase of the project.

  Customer Answer

  Date: 07/18/2023

  [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 Anthony and Sylvan is:

  1. continuing to delay work completion actions (not re-scheduling promised re-inspections for completed plumbing and footer work) after a previously failed inspection (see DelayedCountyPoolReinspection.pdf attachment)

  2. failing to correct error trying to bill me $3001 for dirt haul, which is identified as no charge in section 7 of the sales contract (see RequesttoCorrectErrorinPoolSalesContractAddendumforDirtHaul.pdf attachment)

  3. trying to increase by 55% (footer labor cost agreed to $4,100. Materials cost is less than $50.0. Anthony & Sylvan changed the cost to $7395 without justification) the previously agreed to cost of the pool footer installation (see Anthony&SylvanJacksonvilleFLGenManagerPoolFooterLaborPrice.pdf and Request4Anthony&SylvanFooterCostBreakdown.pdf attachments).

  4. trying to charge me $500 for the rental of a pool pump, to replace the broken original pool pump (due to a sub-contractor failure to insulate the pump extension cord, which caused the pump motor to short out during a rain even), when there was no change for the original pool pump identified n the pool sales contract.

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

  

  Business Response

  Date: 08/22/2023

  We have provided the customer a detailed response and continue to work towards a satisfactory resolution.
  
  Thanks,
  
  ****

  Customer Answer

  Date: 08/22/2023

  Complaint: ********

  
  I am rejecting this response because: Anthony and Sylvan has caused a delay in completing the project by forgetting to identify, credential, and schedule a contractor for the natural gas connection to the pool heater, which is their responsibility per section 2.7 of the 08/22 pool contract. We have scheduled other work (installation of a screen) during this two week delay while waiting for the A&S to have a scheduled date for the installation.
  Note it was A&S's decision to delay plastering (estimated 2 days work), which was scheduled for the week of 8/7/23.
  We do not trust this contractor's word and will not close this complaint until ALL work has been completed per the terms of the 8/22 pool contract.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 09/19/2023

  We have been in constant contact with the customer through each step of their pool build. The pool's interior finish installation was completed on 9/14/23 and we look forward to working with the homeowner to complete the remaining construction items over the following four weeks, with their heater startup scheduled for a minimum of 30 days after the plaster was installed.
  
  Thanks, 
  
  *************************
  Director of Customer Service

  Customer Answer

  Date: 09/19/2023

  [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 construction of the pool is not finished.  They still need to connect the gas line to the pool heater, connect the pool and spa line actuators,  pass county inspection of the gas heater connection, replace cracked Travintine tile on the pool deck, and complete pool school training as The Anthony & Sylvan (A&S) Regional Manager has indicated.

  Please keep this complaint open until A & S complete ALL their contracted work, which is scheduled for the next 30 days.

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

  Customer Answer

  Date: 10/12/2023

  No.  The pool contractor has not replaced the broken pool Travertine tiles identified in the attachment.  The complaint will be closed once the tile is replaced

  Customer Answer

  Date: 11/03/2023

  The construction of this project is completed. After evaluating the customer's concerns regarding the Travertine tile on the pool deck, we have completed the appropriate repairs.

  Customer Answer

  Date: 11/06/2023

  [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: There are two addition installation issues discovered last week that are still outstanding.  1) An electrical issue (automated relay was making abnormal sound) discovered with the pool automated equipment (switching from standard pool operation to spa operation) during a troubleshooting visit on 10/27/23 with the pool equipment manufacturer (*****), that required another sub-contractor (*****) to resolve.  Anthony & Sylvan (A&S) initially did not accept responsibility for this installation issue (note that Vole had to resolve a wiring issue during a September trouble call) and asked us to schedule this appointment with the A&S sub-contractor during conversations with the previously A&S appointed job site contacts.  Multiple emails and  IM's followed resulting on A&S scheduling Volte to perform a troubleshooting call scheduled for 10/7/23. 
  
  2) Two third party (independent contractor, and ***** * *****) analysis of our pool water chemistry (see attachment) indicated a significant shortage of Chlorine (requiring depositing 4 gallons of Chlorine since 11/4/23, which we had to pay for so that the water was safe to swim in), which is inconsistent with the automated pool units salt production register reading (pool has unit that converts salt to Chlorine).  One of A&Ss appointed contacts (*****) came out today and did not know what the cause of this issue was and is raising it up to another A&S appointed contact (****).
  
  We are asking that this complaint be extended until both of these issues are resolved to our satisfaction (relay operates normally during transition from pool to spa and back to pool operations & pool salt production register produces an accurate and result that is consistent with independent pool chemistry analysis results for all monitored pool chemical levels.  I'm sure you will understand why we need this extension given this contractors year plus track record of installation issues, and BBB documented poor customer service record.
  
  Regards,
  
  *********************************
  

  Customer Answer

  Date: 02/01/2024

  The installation pool issues that caused me to file this complaint have been resolved and we are now in the warranty phase.

  please close this complaint. Thanks for your help.

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

   

• Initial Complaint

  Date:11/14/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/18/2022

  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.

  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

  Date: 11/11/2022

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 05/31/2023

  We are still awaiting final paint of the repaired decking.

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.