ComplaintsforAnthony & Sylvan Pools

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a pool via A&S Pools late last year. Since the delivery(Mid0-Late Sep 2022) of the pool, the bubbler was not working and the plaster started cracking in... on Dec 26th the pool started leaking underground(found via the detection later) and the entire pool drained fully. Since then there is no clear line of sight to fix the pool. The project Manager is doing his best but it is not his responsibility though to get this fixed. The warranty manager is unable to get a simple list put together to action issues. Below are the problems in the new pool 1. Underground Leak (Gunite was found in dried state inside a T-Joint, so a structural issue found unnoticed during Gunite) 2. Plumbing issues on the perimeter of the pool(4 leaks) affecting backflow 3. leaks in fountain. 4. Cracks on the concrete which needs investigation 5. Need to re-plaster due to the nature of the tear down of the pool floor to fix in-ground leak. in a week, only 1 hour of work is performed by the *************** especially by the plumbers and no other movement happens. Today, plumbers came in and don't know why they are here and all they did over several weeks were asked to be redone because the supervisor wanted to have it installed little deeper on the wall... So back to square#1, nothing is fixed on our pool. I had open conversation with the Warranty manager again today and his answer was, none of their contracting companies are responding and so they can't do much. What an irresponsible answer? I paid A&S without any delay on all scheduled payments. Lack of sluggish response and quality of service is insane. This is our 1st home and we started hating it so much given the backyard is completely torn apart.

  

  Business response

  03/31/2023

  Good morning,

  Our warranty manager was onsite yesterday to meet with plumbers. There will be a pressure test on the infloor system plumbing today. Once this is resolved we will move forward to get interior finish corrected. Warranty manger is in communication with homeowner. Tell us why here...

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We started construction in October, since then have had no support from them on the actual build. They send crews that don't tell them what to do. I have tons of emails asking for support and no response, in addition to calls and voicemails with no return. Today they sent a crew with no notice and the entire office is on PTO and getting no response. Over the holiday a pipe burst, no response from them. I have tons of emails and text asking for what is going on but continue to be ghosted. I have reached out their cooperate office as well with no response. Looking to ensure this project is being done correctly and we are communicated with every step every time a crew is out they should have someone out to represent them.

  

  Business response

  12/29/2022

  The project manager and design consultant were both in touch with the customer yesterday. There was confusion between scheduling team and crew.

  Customer response

  12/29/2022

  Complaint: 18649152
  
  I am rejecting this response because: this has been the trend since the project started.  I have reached out to their leadership multiple times with no response.  I left a voicemail with their director of ops in November and no call back.  I was promised by the salesperson prior to thanksgiving they would call.  Its now nearly January, no response.  One is one thing but this is the fifth time there is no communication.  If a crew shows up and it takes multiple calls and multiple messages to barely get a response.  This is not acceptable.  Their scheduling, PM and sales have no clear communication.  I would like a single point of contact.  Any time work will be here I want notice and a plan from that person.  I still do not have a timeline or path to completion and the messaging from each person is wildly different.

  
  Further I was told the crews would stop yesterday by sales, the did not.  In fact the started digging and dumped dirt.  They continued to work, it was not until I asked again whats goin it on that they gave me an answer that they were moving the dirt then stopping.  Again, the communication is not proactive or even at all.  I have to ask to get any response, that was not the agreed level of support needed from them to manage of project of this size.

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

  

  Business response

  01/06/2023

  Good afternoon, 

  I met with customer onsite ****** and a resolution was established. I have provided feedback to complaints and gave a tentative schedule and pool plaster date. 

  Thank you

  *****

  Customer response

  01/11/2023

  Complaint: 18649152
  
  I am rejecting this response because:  We meet on 1/6.  Two main action items were the change and the other was timeline for completion and the communication of the prior to any of those date we be notified of a date moving and slipping. Unfortunately, the first item on the list was not complete on the schedule and I was not notified of the delay. There is still an item on that list that is incomplete.  

  -Drain and fill line corrections are scheduled for today/tomorrow. (That date would be Friday 1/6 or Saturday 1/7)  The Fill line was complete 1/9 and I did not get notified of the delay. I only found about the delay in the drain on 1/9.
  

  -Deck inspection is scheduled for Monday/Tuesday with ************************.
  
  -Deck pour will be scheduled for Friday the 13th provided no issues with inspection. - This has moved to 1/14.
  
  -Deck topping will follow closely after pour.
  
  -Projection to pool plaster is 3 weeks from Monday the 9th.  Any changes to this will be communicated as quickly as possible.

   

  I need to keep this open to holding Anthony Sylvan accountable for communication as the last line stated communication as quickly as possible, the first line was days later.  Following the meeting with their boss the communication o slipped timelines has not improved.  I have asked to speak to the General Manger and that gets ignored.  Again, I would like BBB support until this project is compete in order to keep them accountable for dates and timelines and their commination of those timelines. 

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

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in email contact with ***************** - ***** WARRANTY MANAGER, ANTHONY & SYLVAN POOLS, **********************, since Aug 23, 2022. The problem is the skimmer is falling apart and is under warranty however Anythony Sylvan has stopped responding to my emails and refusing to acknowledge responsibility in repairing the faulty skimmer. The skimmer is under warranty and needs to be repaired by Anthony Sylvan Pools as part of the lifetime pool warranty.

  

  Business response

  11/21/2022

  From ***************** - Warranty Manager, on behalf of ***************************** who is currently out of the office : The initial inquiry from the customer was asking if the problem he described was covered under warranty. I explained it was not, requested a copy of his contract (so I could point out the exclusion). He replied that he did not have it and provided a progressive payment letter as proof of purchase. It did provide a job number but our records do not go back that far to verify the job is actually a sold pool of ours. The warranty of the gunite shell excludes deck movement which is causing the skimmer to break. Unfortunately, the recent drought has caused the soil to shrink and heavy decks are succombing to the force of gravity.

   

  Customer response

  11/22/2022

  Complaint: 18447085
  
  I am rejecting this response because:  ***************** has only represented a small portion of the emails we have passed back and forth.  He never "explained" the skimmer was not covered under the warranty, the warranty he claims he could never find.  I have offered ************ several other documents in regards to verifying the pool is an Anthony Sylvan Pool such as the plans with their name and project managers name all over them.  This is about the time he stopped responding to my emails with no explanation.  How can he possibly know the skimmer is not faulty when no one from Anthony Sylvan has even seen it?  If Anthony Sylvan cannot be bothered to try and honor their lifetime warranty and send someone out to determine why the faulty skimmer is failing, I would like to request this complaint be placed in arbitration. 
  
  Regards,
  
  *************************

  

  Business response

  11/23/2022

  Good morning, ***************** will reach out next week when he returns from vacation. I will recommend that he or someone from A&S perform a site visit to determine weather our warranty applies. 

  Customer response

  11/23/2022

  Complaint: 18447085
  
  I am rejecting this response because:  Anthony & Sylvan are saying they will reach out some time next week which would automatically close this complaint.  I do not believe a representative from Anthony & Sylvan would act in my best interest because of their actions thus far in not resolving this.  I will however allow it if they send a third-party repair company who has no association with Anthony Sylvan.  This way we may proceed into arbitration with the best information available for both parties.

   

  For the second time I am formally requesting this complaint to be placed into arbitration.

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

  

  Business response

  01/23/2023

  Hi *******, please update the complaint. 

  I will be contacting him on Monday 1/23 to discuss a tentative date for the crack repair in his skimmer. I have been tested as positive for COVID and will need to quarantine until I get a negative test. I am checking on Monday and will base results for scheduled repair date.

   

  ***************** - ***** WARRANTY MANAGER - ************

  Customer response

  01/29/2023

  Complaint: 18447085
  
  I am rejecting this response because:  No one has contacted me to schedule this repair.  I have little faith that it will ever actually occur and until it does, this complaint will remain open and unresolved.
  
  Regards,
  
  *************************

  

  Business response

  03/22/2023

   

  ***************** - ***** WARRANTY MANAGER - ************

  Customer response

  03/29/2023

  Complaint: 18447085
  
  I am rejecting this response because: I am not satisfied with the response from Anthony Sylvan because ***************** indicated in an email dated 3/17/23 (which I can provide if you like) that he would be setting up an appointment to stop by and repair the skimmer before 3/25/23.  I'm sure 
  he is a busy man but I have not heard from him since 3/17/23 when he said he would talk to me the following Monday.  I sent him an email since then suggesting he just pay someone to make the repair since his attempts at doing 
  them himself have proven elusive.  **** has tried for several months to do the repairs himself and just hasn't been able to find the time.  I'm not sure you know what the skimmer does in a pool, but I have had to clean my pool everyday to keep debris out of it 
  that the skimmer would normally take care of.
  
  Regards,
  
  *************************

  Customer response

  04/19/2023

  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

  11/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We followed direction from ************************************************ team starting with *************************** sales **** ************************* project manager and ************************* construction scheduler. We understood the build process everything was going just like ****** told us is would. The end of October the pool was almost complete then the problems started: 1. The form was built for the pool deck but was put on hold for months because a sleeve (gas line) was needed to be put under a small portion of the pool deck. 2. The plumber didn't come out until the end of January even though they had the work order for months. 3. After a few weeks, the cement was poured for the pool deck. 4. The cement was over poured; the finish stone for the pool deck would not be flush with the coping it would be 2 inches above the coping. We were asked how should the problem be corrected 5. A representative from *********************************************** agreed to have our pool re-plastered, sanded, and reimbursed for over charge on gas line and to refill the pool. This was scheduled for June 21, 2022 know one showed up. After numerous emails and phone calls I received and email from ********************* explaining that the representative I was working with no longer worked for the company and we were not on the schedule for plaster. ***** said he would get back to me on a date. I have emailed ***** and Called with no response.

  

  Business response

  11/15/2022

  Good afternoon, A&S Warranty manager was onsite *****, he reviewed the plaster issues and I am awaiting an update from the him. Hope to have information quickly.

  Customer response

  11/16/2022

  Complaint: 18355617
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  Customer response

  11/16/2022

  Complaint: 18355617
  
  I am rejecting this response because:
  

  Good Morning *******,

   

  (The test went through today 11/16/2022)

   

  ***************** from Anthony & Sylvan reached out to us, at this time there has been no action taken to repair our pool.

   

  ***************** - ***** WARRANTY MANAGER

             ****************    EXT 8145

   

  Have a GREAT day!

  ***********************??

  
  

  

  Business response

  03/22/2023

  I am review invoices the file now.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once you've signed and paid, your experience drastically changes. Upon signing documents and putting a down payment, communication and updates ceased to exist. I was told when I signed that they would be able to start immediately. It took over 3 months for them to even show up for a kick off meeting (a breach of contract). It took nearly 6 months from the time the permit was complete before breaking ground to excavate (also a breach of contract). It then took over 6 months to build our small plunge pool that was quoted **** weeks (another breach of contract). The sales guy tried to tell me during the kick off meeting that they misquoted and would need to add an additional $5k charge. I told him that was unacceptable and he should have the manager reach out to me to discuss. Shocking he reached out a week later and said they figured it out. SKETCHY. The project manager was extremely rude. They left a blow up kiddie pool full of concrete in my front yard and said that it was "normal" and they would clean it up during the "clean up" day that wasn't scheduled to happen for very far down the timeline. In the kick off meeting they also stated that they would be putting down soil over our patio stone before taking a machine over it, as to not crack it. The day they showed up to excavate, they put nothing down, and cracked off full stones from our patio. After about 8 months of reaching out and trying to get to the right person in management, they wrote us a check for $500 but ONLY after we agreed to delete our review on their website of our horrible experience. Overall our 6x17 plunge pool took over 1 year to complete, had horrific customer service, no one showing up to work for months at a time, zero communication from the Project Manager, or anyone in management, and then ending with only being able to be reimbursed for their wrong doing by removing a negative review. Horrible company.

  

  Business response

  09/30/2022

  I met with ****************** on 4-15-22. He and I discussed the broken patio and we agreed to settle on the cost of $500.00 so he could make repairs on his own, a check was cut to them for this. He also agreed to change his response on our A&S internal survey, which is not viewed by the public. It was a very amicable meeting.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Anthony Sylvan to install an inground pool. Every step of the way has been challenging the the contractors they hire have continually had quality issues. At this point the issues are;1.The Oklahoma Chocolate coping is flaking off in multiple places. 2.The pool drain is crooked. This was brought up weeks ago prior to the last coat being applied and water being filled. 3.Pool light is not flush with wall and you can see the black housing.4.Finish coat is not applied between tiles throughout the entire pool.5.Finish coat has over spray on water lever tile.6. The attic stock of Oklahoma Chocolate stone that was taken by the clean up crew without permission. These issues have been communicated verbally as well as email correspondence with no action taken. They agree verbally that it is poor craftsmenship but fail to give any sort of resolution.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March of 2020 I began working with *********************************************** (A&S) through their salesman, *************************, for a quote on a new pool to be built in conjunction with our new house. In January 2021 we signed the contract and began construction. At that time there was no hurry for A&S to complete the project, although there were critical milestones, such as getting plumbing into place for our built-in equipment room before we could pour the slab. We probably should have known we had a problem at that point (March 2021) when they delayed our slab pour by several weeks despite having plenty of time to prepare, and made multiple mistakes that they had to come back and fix. While that was aggravating, at that point we were willing to give them some slack for their excuse that they don't normally put the equipment in an equipment room. The second red flag should probably have been watching the abusive relationship between the first project manager, *********************, and the salesman when they finally met onsite in May 2021 after the slab was poured to go over the pool layout. (The initial work was done without an assigned project manager, although I did have to reach out to their Director of Operations, *****************************, to even get that done properly.) The interaction could hardly be considered good-natured banter/ribbing, with the project manager criticizing everything about the project and documentation from the salesman.There's not enough room here to detail the entire history so I'll attach it separately. In summary, I've now been through four project managers, they've had to come back and chip out a big section of the pool and still haven't made significant progress towards completing the gunite. The bank is about to charge us about $20k in penalties and interest for another 3 month extension due to A&S delays. Management won't respond and their project management is trying to take shortcuts and give us an inferior product.

  

  Business response

  09/23/2022

  This job is back underway, tile and coping is happening now. There is management engaged with customer several times a week via email.

  Customer response

  09/29/2022

  Complaint: 17547587
  
  I am rejecting this response because:
  

   

  After months with no progress and no response from management, after Labor Day I was told that *********************, the manager of the ****** office who never responded, was no longer with the company.  Later I heard from *********************, Assistant General Manager, Anthony & Sylvan Pools, West Region, and had to bring him up to speed on everything that was happening.  While he verbally acknowledged that Anthony & Sylvan was obviously responsible for all the delays they've caused, he hasn't yet committed to what they're going to do about it.  After having lost a couple more weeks, they did start on the coping work last week, but the crew was still taking shortcuts in the work, laying all the big pieces with the long side on the pool side and using tiny slivers and triangles of stone on the outside edge everywhere to fill the gap.  I was able to get them to come back and replace the worst of the spots with wider stones by cutting the edges off the big pieces.  Thus we ended up with a lot of smaller pieces rather than what we would have had if they had just fit the large pieces to each other to begin with like they should have.  They also didn't do some of the other sections per the design.  We're now at the end of September and the bank is pressuring us for final draws on the extension and we're still a long way from completion.   Theyre still waiting on needed parts for the pool equipment that they forgot to order a year ago, there are still cracks in the pool that weren't repaired, and we can't get in to pour concrete for the decking or finish the fencing until they've completed their work with the coping and cleaned up the huge construction mess they have there.  I've also found where one of the contractors was using some of my finished stucco around the pool room as a sketchpad for working on their calculations.  

   

  I appreciate that *** and **** are making efforts and they're making progress, but they still have a long way to go and I'm still worried that everything will not be able to be completed by the second week of October so that we can close with the bank.  The potential that the bank will not be able to convert the loan and we will lose our new house because of Anthony & Sylvan is a very real concern!

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

  

  Business response

  10/13/2022

  Tile and coping is complete, we are conducting a repair to it though. His off contract deck has been poured by his builder. Our electricians are scheduled for first part of the week. Gas hook up will follow that.

   

  Customer response

  10/17/2022

  Complaint: 17547587
  
  I am rejecting this response because:

   

  The builder has not done anything further in three weeks.  We paid the invoice for the gunite before we discovered they still hadn't fixed all the cracks in the flooring.  They did not do all of the coping per the plan and we're still waiting for them to come back and finish.  They failed to plumb the overflow drain to the pool leveler prior to the installation of the decking around the pool and are now planning to come back with some sort of *****, drilling a hole in the sidewall of the pool.  (Note also that the pool leveler is not installed in the location indicated on the print that would have put it near the edge of the decking rather than in the middle.)  They missed the bank's mid-month completion deadline and are again not returning e-mails or phone calls.  They need to have this project completed by the end of the week.

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

  Customer response

  10/17/2022

  The builder has not done anything further in three weeks.  We paid the invoice for the gunite before we discovered they still hadn't fixed all the cracks in the flooring.  They did not do all of the coping per the plan and we're still waiting for them to come back and finish.  They failed to plumb the overflow drain to the pool leveler prior to the installation of the decking around the pool and are now planning to come back with some sort of *****, drilling a hole in the sidewall of the pool.  (Note also that the pool leveler is not installed in the location indicated on the print that would have put it near the edge of the decking rather than in the middle.)  They missed the bank's mid-month completion deadline and are again not returning e-mails or phone calls.  They need to have this project completed by the end of the week.

  

  Business response

  12/13/2022

  We are in the process of troubleshooting a light conduit that is currently clogged.  We have been struggling to clear this line however we are hopeful with the use of a camera we will find the location of the clog and repair it.  The video troubleshooting will be used this week on Thursday the 13^th. 

   

  We are also working with customer to find a suitable solution in regard to the extra charges he is incurring due to the long build time we are experiencing. 

   

  Once the Light is pulled, we will be able to plaster the pool and fill full of water so that he can close on his bank loan.

   

  Customer response

  12/22/2022

  Complaint: 17547587
  
  I am rejecting this response because:

  Id received the update through the system regarding A&S response about the conduits and their latest boondoggle on trying to get a camera out here.  As you can see in the attached e-mail thread, I went out and fixed it myself last week, then sent this e-mail and havent been able to get a response to my calls, texts, or e-mails.  Theyre still just leading us on.

  Its been over a month since theyve made any progress.  The electricians they scheduled to finish wiring on November 1st showed up at 2:40 PM, did a little bit of work, and left at 5:16 PM.  With the exception of the project manager, no one has been back since.  Prior to the electricians, the plumbers came out and did only one of the three or four things they were supposed to do and got that wrong as well.  They havent been back either. 

   

  Weve had to pay the bank for yet another three month extension ($3700) plus about $4000 interest every month.  This has become absurd and at this point Im looking for someone else to come out and finish this project as its now been two years since we signed the contract with Anthony & Sylvan.  Below is the last communication I had with ******************* who has not returned any e-mail or phone calls since then.

  Sent Monday, November 14^th:

   

  Hi ***,

   

  I know you indicated you were trying to find out why the ****** office wasnt able to make any progress and would get back to me, but yet another week has passed with no progress, and I havent heard anything back from you regarding when or even if you plan to have this rectified.  As mentioned, this is not just that things need to be plastered to be done.  I cant tell for sure what has been done on the electrical, but in terms of what I can tell has NOT been done or has been done wrong and needs to be fixed before we can plaster:

   

  1. There are still cracks in the pool floor that need to be fixed.
  2. The pool still doesnt have an overflow drain.  Im also still concerned about the proposal to go through the beam wall.  Beyond appearance, how are you going to ensure you avoid hitting the perimeter skimmer pipe, conduits, bond wire (that I dont believe was ever reinstalled for the replaced section, and rebar?
  3. 3/4 pool lights installed.
  4. 2/3 bubbler lights installed.
  5. No exhaust fan on heater.
  6. Gas line for heater needs to be installed.
  7. No blower for spa.
  8. Solar heater loop needs to be plumbed in between pump and propane heater, not after heater and chlorinator. 
  9. Filler line needs to be connected to dedicated water supply valve provided for the purpose. 
  10. Drain faucet needs to be installed in accessible location after pump. 
  11. Sleeve extensions for leveler and skimmers were just dropped off and not installed by A&S.  Decking concrete crew put them in to prevent filling everything with concrete, but theyre at random angles and heights above the concrete.  I dont know if these are supposed to just be cut flush or if the buckets needed to have been adjusted to put the extension sleeves at the right height.  ********* is working that way so these need to be adjusted as necessary so that lids will be flush with tile.  Need lids.
  12. Trash box and piles around it need to be removed and general job site cleanup performed.

   

  Hopefully your team has given you all of this list already and has been working on getting this lined up so well see some progress this week.  Please let me know today.

   

  Thanks,

   

  *******

   

  From: ******************* <********************************************************>
  Sent: Thursday, November 10, 2022 3:34 PM
  To: ****************************
  Cc: ***************************** <***********************************************************>; ************************* <**************************************************************************>; ***********************************; *********************** <************************************************************************>; *********************
  Subject: RE: ******************************* - ********** - Jobsite Visit Report

   

  ********************,

   

  I apologize I am tied up right now and not able to call you.  I am still working on things on my end.  I will let you know as soon as I have a update.

   

   

  *********************
  Assistant General Manager
  ************
  anthonysylvan.com
  
  

  Thanks,

   

  *******

   

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

  

  Business response

  03/23/2023

  Tell us why here...We are working with customer to find a suitable solution.

  Customer response

  03/30/2023

  Complaint: 17547587
  
  I am rejecting this response because:

   

  At this point they've broken back into our pool gunite trying to find leaks in the plumbing and still the plumbing doesn't hold pressure.  I'm now on my sixth project manager and haven't heard back from anyone regarding when they'll next be out to work on it.  We're about to hit our fifth construction loan extension.  I was told this was going to be closed and published and that Anthony & Sylvan was delisted, but when I go back to the BBB website, they still show an A+ rating and my complaint doesn't show up. That's a real slap in the face!

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

  

  Business response

  03/31/2023

  Good afternoon,

  A&S identified and repaired leaks found in plumbing. Unfortunately there is a different one not originally located. I am awaiting a new schedule form leak detection services and will update as quickly as I have it. Thank you. Tell us why here...

  Customer response

  04/09/2023

  Complaint: 17547587
  
  I am rejecting this response because:

   

  It's been over three weeks since there has been any forward progress on the pool, and we're now on our sixth project manager  The new project manager is essentially starting over and has told me he would be getting new plumbers out, etc., but he's indicating that it will be several more weeks before they get anything done.  There are items that have nothing to do with the leaks they have that should/could have been done many months ago and still no one shows up.  I've even had A&S try to tell me these items were complete and I had to go out and send them pictures showing them that no, no one had done anything.  We're about to have to pay for our fifth extension to the construction loan.  We still can't finish our landscaping, etc. because we're still waiting on A&S to quit making a mess of our yard.       

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

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our project manager has left the company. We have been unable to get any response or action from anyone in the company for over 120 days. The pool is still not complete and is missing the auto fill. Additionally, large chunks of concrete spilled into the pool on the plaster during the installation of the *********** has led to concerns about usage of the pool as we could get hurt. The waterfall feature is not functional due to only one motor being installed for both the pool and the waterfall. When both are turned on then the waterfall will not work. The plaster was poured in freezing weather, this has led to obvious cracks, which has led to a negative appearance and concerns about algae build up.

  

  Business response

  09/28/2022

  I just spoke with *******************

  I committed to making plaster repairs and completing his auto fill installation.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Anthony and Sylvan pools began construction on my pool in June of 2020. To date the project is not completed. They have changed portions of the project all during the process and have not refunded our money. They have made mistakes that had to be corrected. They dont show up for months on end. They dont answer calls or emails. I am now trying to sell my house and they continue to not respond. I had a wall of the pool inspected and now have found out that the construction of the wall was wrong and will probably need to be re done.They have wired equipment wrong so it blows fuses in my house. They have attached an auto fill to a sprinkler line so it wont work unless my sprinklers are on 24/7. they have destroyed my yard, left trash eveywhere. There is a pipe coming 5 feet out of the pool the currently does not have a purpose,They have made several mistakes that they then had to correct.Also I have been told the pump equiptment that was installed is old and there are not parts for it anymore and the fastlane they installed does not work I am now moving and cant sell my house because they wont finish the work. I have contacted a lwayer to try to get them to respond or finish I have paid all the money that was required months ago and they still have not finished the job

  

  Business response

  05/20/2022

  I spoke with Mrs ****** today.  I am scheduling subs to address all her issues next week.  I look forward to working with her towards a positive resolution.

  Customer response

  05/26/2022

  There has been no one out to doze my pool issues since last Thursday
  

   

  They continue to leave things undone and broken even though they said they would fix thing

   

  

  Business response

  08/02/2022

  Weve worked through this list of concerns with this customer. All known items have been completed, as of July 16, 2022.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed a pool contract 2/2021, and after an extremely insane process from lack of or no communication, missed deadlines, management firing, blaming everything and everyone, it was finished 12/2021. Beginning January, the "fixer" (guy who fixes the problems that nobody wants to fix) came to our home and discussed the items that were missing. He informed us he'll be back the following week. Well, that was 15 weeks ago and we're still waiting for his return. He communicated recently and stated he'll be here Monday, April 11th. No call no show. We texted again and he stated he'll be there within the week. Still waiting. We paid $100k for this pool and it's still not fixed. Absolutely ridiculous and incomprehensible!We also have an issue with the back of the pool wall. The concrete guy has come out several times and let us know it will take several weeks. He communicates and sets the expectation. It's not completed but he keeps us updated on the process. We appreciated that guy...very professional! Last year was tough for this company and many will never recommend them. Despite our issues, there are several people within the organization that were solid and worked their best during the chaos of labor and/or supply storage. We just want our expensive pool completed!

  

  Business response

  05/10/2022

  I spoke with the homeowner this morning and we are headed to her house to replace the blower, the actuator and the spa jets.  She seemed pleased after we spoke.  

  Customer response

  05/18/2022

  The company stated that they were coming last week and they didn't come or called to reschedule. I didn't reply because I was waiting for them to actually come to the house and fix the problem. This company has continuously stated that, "we are coming this week" for over 4 months. ****** called last week and she was lovely, professional and supportive. No one showed up, no call and the problem is still unresolved. Please reopen the case or call if you have any questions or concerns.

  

  Business response

  05/20/2022

  I have spoken with the homeowners and we have been out to their home.  I look forward to wrapping up the items that ************** and I spoke about.  We were there yesterday but we have a few more things to go in order to make the homeowner happy. 

  Customer response

  05/23/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. We do have items still pending and have been working with company to get them fully resolved, hopefully by this week.
  
  
  
  Regards,
  
  
  ***********************

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