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

  482 Royer Dr Lancaster, PA 17601-5196

  
• 

  Anthony & Sylvan Pools

  14452 W Beltwood Pkwy Farmers Branch, TX 75244-3228

  
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  Anthony & Sylvan Pools

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

  
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  Anthony & Sylvan Pools

  147 Gulf Fwy S League City, TX 77573-3521

  

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:09/14/2022

  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.

  Anthony & Sylvan Pools installed a salt generator on June 22th, 2022. Since it has been installed, it has not worked. Two transactions in total were made. One on 6/13/22 for $13,200.00 and one on 6/16/22 $3,300.00. Both transactions were complete prior to the services provided. The Salt Generator was only a portion of those invoices. The company has not corrected the issue despite numerous times reaching out to them as seen in the attached text messages and emails. They once said, the issue was electrical, but the two electricians I have had out there said it was wired correctly. I am okay paying for another electrician to review of their choosing, but they have not provided one to date that knows how to install. We have continued to spend more money on chemicals this year due to this issue. I am not looking for reimbursement there; we just want it work. Ideally, they would come out and fix the issue and get the unit running at 100% and demonstrate that it is generating chlorine over a few day period. Again, I am happy to pay for the electrician if that is truly the case, but the electricians are not sure what to do. Once the pool is closed mid-October, we will not be able to troubleshoot until next May. It sometimes seems Anthony & Sylvan is delaying on purpose. If it is not going to work, they can take the unit back and reimburse me the money spent and install the chlorinator that was removed. They seemed to have take the chlorinator with them as it was not left when the job was completed. Attached you will find email chain and text chain of myself reaching out. I also have call logs if we believe that will help, which I can provide. *********************

  

  Business Response

  Date: 09/19/2022

  Anthony and Sylvan has been in touch with the client and is working to schedule a site visit to complete the necessary repairs to the salt system. Anthony and Sylvan will update the customer with a date by the EOB 9/20/22. 

  

  Business Response

  Date: 10/20/2022

  Anthony & Sylvan (A&S) scheduled a technician to return and replace the faulty board for the fusion soft which was completed on 10/17/22. A&S has confirmed this with the customer and advised the customer to reach out if they have any other concerns.

  Customer Answer

  Date: 11/01/2022

  [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 confirm that they have indeed replaced the box and the error message cleared.  Unfortunately, I will not be able to confirm that the system works until we open our pool next year.  I understand that this item may need to be closed out at this time instead of waiting till next year. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/10/2022

  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.

  Filed a warranty claim in April 2022. Was contacted and told they were working on it. Reached out again late June and was told they were finalizing the July calendar. No response since then. Friday 9/2/2022: filed another claim and per the form was told I would be contacted within 3 business days- radio silence. I have been waiting since APRIL for pool repair and we are now going into winter without it being completed. I would like the owner of the company to call me and need the repairs completed by end of September. No excuses.

  

  Business Response

  Date: 09/20/2022

  I have spoken with the customer, and we have a plan in place to resolve ASAP. Our crew will be on site today to assess, and we will fix any warrantied items timely. 

  Customer Answer

  Date: 09/30/2022

  [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:08/24/2022

  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.

  I contracted with Anthony Sylvan Pools in September 2021 for a renovation of my pool. The contract included installation of a new skimmer and replacement of the pool filtration system and plumbing to the skimmers. They also replaced the coping and the contract included installation of mastic between the coping and the deck. I have paid in full as this company will only work with payment in advance. AS did not complete the job last fall and stated that they would complete this Spring 2022. Despite repeated calls and emails and warranty filings on my part, the job is still not complete one year later. The mastic is not installed and one of the skimmers has leaking plumbing and is not functional.

  

  Business Response

  Date: 08/31/2022

  Anthony & Sylvan (A&S) has reached out to the client to advise that the mastic will be installed on Friday, 9/2. A&S has also confirmed the plumbing repair was completed and will follow up with the client.

  Customer Answer

  Date: 09/06/2022

  [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:
  I have not been contacted regarding the plumbing repair and have no evidence that the repair was done. The mastic was installed as stated. I am calling A&S pools several times per day with no returned calls. 
  
  Regards,
  
  *******************
  

  

  Business Response

  Date: 12/14/2022

  Anthony & Sylvan has spoken with the client and confirmed that all repairs are complete and no other open items remain.

• Initial Complaint

  Date:08/24/2022

  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.

  Anthony and Sylvan pools were originally contracted to replace coping stones and tile around our pool’s perimeter. They began work on August 8th, 2022. On that day, demolition of the existing coping stones and draining of the pool were completed. August 9th: they began to install coping stones around the perimeter of the pool. They also began to install customer-provided tiles with customer-provided adhesive and grout. August 10th: tiling continued and grouted. Tilers advised to use customer-supplied grout but instead they used a brownish-gray grout that doesn’t match the plaster of the pool and looks like a large brown rim now. Tilers advised to fix tiling mistakes but did not. Workers became visibly angry at this writer. This writer felt intimidated by them. Jack and Jason from A&S came to look at damage on 8/19/22. They agreed coping was done wrong but want to charge me $2500.00 to correct the tile/ brown grout line issue and also want me to pay for the tiles that would be used, and the grout and also for the pool to be emptied, refilled, and resalinated. These costs are not mine as I did not make the errors. The Project Manager or GM were never on-site until they came to survey the problems I raised with them. The team at A&S have been poorly responsive. They are saying they are having trouble locating new bluestone to make the repairs to the coping. My pool has been unusable since 8/11. There is still a gap between the coping stones and the patio. There is damage to the patio that they will also have to fix as they scratched it and discolored it due to careless work practices. Those costs to correct do not become mine. Also, the tiles that were applied were not contiguously applied to the skimmer areas and the workmanship was poor with adhesive not being wiped correctly and pushing out from the edge of the tiles. They also left adhesive on the bottom of the pool in the shallow and deep ends and have expressed no plan for which to remove it.

  

  Business Response

  Date: 08/30/2022

  Anthony & Sylvan (A&S) have been in touch with the client and are working on a resolution for the outstanding items. A&S will continue to update the client with the next steps.

• Initial Complaint

  Date:08/17/2022

  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.

  Our dig date was week of April 4th 2022. Pre-plaster walk through wasn't until July 22nd 2022. Plaster came week of July 23rd. I only included a few of multiple pictures taken during construction. As you can see, my driveway was destroyed. When this issue was addressed we were told that our contract indicated that the pathway to the work site *** get damaged (can't help you). I also addressed the sidewalk and my neighbor's grass getting damaged outside of that path and I was told the same thing. After the plaster was out in they immediately starting filling the pool. The Jandy valves installed by them are all leaking. We were told that the plumber would contact us, which has not happened. After the pool was filled it was determined that one of the pools returns that was stubbed in was missing. The return was plastered over causing the other return to blow water at high pressure. To say the least, I am disgusted with myself for choosing ************************************************ I will not stop here. I will make sure everybody I know speaks to me before choosing this company. I will also be contacting the PA ****** of the ******** General. They are paid in full and have yet to complete the job.

  

  Business Response

  Date: 08/25/2022

  We have contacted the plaster crew who has agreed to fix the return line in conjunction of the pool closing. 

  I have contacted the plumbers to get a date for valve replacement. 

  I have contacted the customer directly to confirm this information and ask to do a site visit to look at the describe access issues. 

  Customer Answer

  Date: 10/17/2022

  On 8/19/22 I filed the following complaint: Our dig date was week of April 4th 2022. Pre-plaster walk through wasn't until July 22nd 2022. Plaster came week of July 23rd. I only included a few of multiple pictures taken during construction. As you can see, my driveway was destroyed. When this issue was addressed we were told that our contract indicated that the pathway to the work site may get damaged (can't help you). I also addressed the sidewalk and my neighbor's grass getting damaged outside of that path and I was told the same thing. After the plaster was out in they immediately starting filling the pool. The Jandy valves installed by them are all leaking. We were told that the plumber would contact us, which has not happened. After the pool was filled it was determined that one of the pools returns that was stubbed in was missing. The return was plastered over causing the other return to blow water at high pressure. To say the least, I am disgusted with myself for choosing Anthony & Sylvan. I will not stop here. I will make sure everybody I know speaks to me before choosing this company. I will also be contacting the PA Office of the Attorney General. They are paid in full and have yet to complete the job. The errors scheduled to be repaired on 10/11/22 did not occur. A&S was no call, no show. However, the pool closers did show up on 10/12/22. They could not close the pool due to the repairs not being completed. A&S did fix the sidewalk. The pool's plumbing is critical and needs to be repaired. Enough is enough and freezing temps are around the corner.

• Initial Complaint

  Date:08/15/2022

  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.

  Contracted w/ A& S’s rep Mike N***** after 2 hr call & emails. Mike offered discounts & set deadlines for discounts to expire to close deal quickly. Felt rushed but believed him. During conversation took notes & have email exchanges & questions about contract & pool building. Was asked for $5K deposit. I was told $2500 was for plans and $2500 for A&S. Because we had not yet moved from CA to PA and did not own the home, we agreed that if the house did not close or the township did not allow us to build as planned A&S would refund our $2500 & plans would be ours since we had paid for them. Seemed fair & reasonable. Also told we would be put on schedule to dig once we paid the $5K. We were never put on a dig schedule. He told us that the township’s impervious coverage allotment was 15% & thought we would have @ 1000-1200 sq ft to build pool & patio. He planned for 600 sq ft pool, 100 sq ft of coping and 500 sq ft patio. Once plans came back, we were told to remove 380 ft of patio or already existing impervious or go for variance which would be “an uphill battle” as our need was not a hardship. Instead of 1200, we had 820. 68% of promised. Way off. He looked at arial photos & estimated our fence would be @400+ linear ft. His fence representative measured (and other companies), it was 700 linear ft. 75% over estimate. Way off. Told me water mgmt pit between 4-6K. While no price given from A&S (as I had asked for) because it is a full pit, will be much more costly. Way off. M.N***** was unprofessional, arrogant, dismissive. He put us in a “bait and switch” situation, promising way more than delivered. As a self-proclaimed 30+ year professional business how could he be so wrong? Once agreed to cancel contract, plans which were to be ours were held hostage unless paid overage of $6000. No proof of billing, just email from Reg Sales Mgr, Ed M******, saying if we wanted plans, we had pay additional $6000. This is extortion.

  

  Business Response

  Date: 09/01/2022

  We have come to an agreement with *****************. We are refunding $2,500 of her deposit and we have sent the full engineering plan to her. ***************** should receive both by the end of this week or early next week.

  Thank you,

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

  Customer Answer

  Date: 09/06/2022

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