ComplaintsforAnthony & Sylvan Pools

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contract with *********************************************** in August of 2020 and broke ground in November. From the beginning we were met with issues of incompetence, poor planning and work not being completed in a quality or timely manner. Some of these issues include our designer providing incorrect elevation details for our backyard, resulting in the back of our pool being 5-feet above ground level; the gunite subcontractor pouring our pool shell with a shallow-end depth of 4.5-feet, which had to be patched and repoured; and our patio / drainage being so poorly planned and executed that it also required brainstorming and ill-suited work-arounds in attempt to correct it. We have been continuously and painfully bounced from PM to PM, service coordinator, quality assurance coordinator, general manager and most recently have been blown off by the president of new pools and his assistant. We simply want to come to a conclusive point in construction with a fully functioning pool system. We have been working to correct the following list of items since May of 2021: 1) Repair drip at the filter union on the pump 2) Finish install the Ozone / UV unit that is not currently operable (requires 3 extension of equipment pad, as discussed with multiple points of contact) 3) Address pool lights not working correctly 4) Repair back and side foundation of house with ***** coat (machinery took off chunks of foundation / electrician mistakenly drilled multiple holes in foundation) 5) Install split-face travertine on exposed pool at lower deck area, as discussed and promised 6) Supply 2 lids for umbrella sleeves (tan). In addition to the duress that the entire process has caused us, the headache of trying to get in touch with anyone who can or will address your concerns is insulting. At this point, we have given *********************************************** more than the benefit of the doubt and they have exhausted our patience. It seems that *********************************************** has written us off and do not intend to complete the project.

  

  Business response

  05/06/2022

  We are in communication with the ***********.  We have gone above to repair drainage which per our contract is not Anthony & Sylvan responsibility.  Without any cost to the homeowner we put in a new drainage.  We also have a crew going out today to plug small holes on her outdoor brick because she wanted the gas strap lowered and are extending the equipment pad to accommodate a system because her husband wanted a 2 in 1 instead of 2 separate chlorination system.  This is also a customer relation gesture.  We hope to keep forging forward and resolving any other issues that are Anthony & Sylvan responsibility.

  Customer response

  05/10/2022

  Complaint: 17070580
  
  I am rejecting this response because: The "customer relations gestures" that ********************** & ********************** say they made were all efforts to correct issues that resulted from their lack of oversight and project management as well as poor workmanship that went unchecked due to zero quality control. While we appreciate that they fixed certain aspects of the project that were unsatisfactory, they still have not finished the job.  They did, in-fact, send someone to extend our equipment pad and fill the holes that the electrician created erroneously, but they have not finished the following tasks:

  Install Ozone/UV unit to full function

  Fix the pool lights that don't operate properly

  Provide 2x umbrella sleeve caps (beige)

  *****-coat back of house to cover gouges made in the foundation and messy concrete work

  Install split-faced travertine on sides of pool to camouflage the height of the pool's elevation and cover messy concrete work.

  Fix Drip at filter union.

   

  Once each of these items has been completed to 100% we will consider the project complete. Until then, partial work is only partial work, and unsatisfactory. 
  
  Regards,
  
  ***********************************

  

  Business response

  05/20/2022

  I have had several people at the ********* home in the last two weeks.  Putty holes in side of house, extend equipment pad and hook up the ozonator her husband requested.  We have just a couple things left to do and look forward to wrapping this project up.

  Customer response

  05/25/2022

  Complaint: 17070580
  
  I am rejecting this response because:

  While we appreciate that the list of incomplete items is being addressed, the project is still not complete.  When they installed the Ozone/UV unit, they uninstalled our heater/chiller and we are now awaiting an electrician to come back to re-install it. We also do not yet have fully functioning pool lights.  

  Lastly, we have not been advised regarding the ***** coat on the back of our foundation or the split-face travertine install on the sides of our pool.

  Once these four items have been addressed and are in full working order, we will consider this project complete. 

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

  Customer response

  05/25/2022

  While we appreciate that the list of incomplete items is being addressed, the project is still not complete.  When they installed the Ozone/UV unit, they uninstalled our heater/chiller and we are now awaiting an electrician to come back to re-install it. We also do not yet have fully functioning pool lights.  

  Lastly, we have not been advised regarding the ***** coat on the back of our foundation or the split-face travertine install on the sides of our pool.

  Once these four items have been addressed and are in full working order, we will consider this project complete. 

  

  Business response

  08/02/2022

  We are in contact with the customer, reviewed their most recent list of unresolved concerns, and will continue working with them through that list to resolution.

  Customer response

  08/12/2022

  The following items are still unresolved:

   

  • Lights do not work properly (wont change color, app does not control lights, often two lights show as different colors)
  • Heater/Chiller is not set up with automation
  • Brown coat on back and side of house has not been applied
  • Split-face travertine has bot been installed on sides of pool

  

  Business response

  09/02/2022

  We are working to address the last few remaining items at the Heitzmanns.  Unfortunately weather and crew availability affected our ability to complete these items already.  We are committed to resolving these items with them as soon as possible.

  Customer response

  09/02/2022

  Complaint: 17070580
  
  I am rejecting this response because:
  

  Anthony & Sylvan have literally had over a year and three months to complete these items (our pool was filled with water in May of 2021).  Crew availability and weather are pathetic, unacceptable excuses for why they haven't attended to these "last few items" when we have just literally had three months with ZERO rainfall.  We have not heard a peep out of them since before they submitted their previous response a month ago. This company is a sad excuse for a business who claim they are "committed to excellent customer satisfaction" - we've had anything but satisfaction since regretfully choosing them to build our pool. 

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

  Customer response

  09/02/2022

  Anthony & Sylvan have literally had over a year and three months to complete these items (******** was filled with water in May of 2021).  Crew availability and weather are pathetic, unacceptable excuses for why they haven't attended to these "last few items" when we have just literally had three months with ZERO rainfall.  We have not heard a peep out of them since before they submitted their previous response a month ago. This company is a sad excuse for a business who claim they are "committed to excellent customer satisfaction" - we've had anything but satisfaction since regretfully choosing them to build ********. 

  

  Business response

  10/07/2022

  I contacted ************************* and let her know that I would be out on Wed (10/12) about 11-1.

  Customer response

  10/07/2022

  Complaint: 17070580
  
  I am rejecting this response because: A&S has had 5 months since we opened this BBB complaint (not to mention the 12 months prior to that) to work through our punch list and make their shoddy workmanship right on a project that was more of a nightmare than a dream come true.  They only contact us once a month when they have to respond to this complaint.  I certainly do hope that they come out on Wednesday 10/12 and finish our project that was started in August of 2020...but until they complete ALL of the items they have promised to complete, I will continue rejecting their weak attempts at addressing our concerns.  
  
  Regards,
  
  ***********************************

  Customer response

  10/07/2022

  Complaint: 17070580
  
  I am rejecting this response because: I am rejecting this response because: A&S has had 5 months since we opened this BBB complaint (not to mention the 12 months prior to that) to work through our punch list and make their shoddy workmanship right on a project that was more of a nightmare than a dream come true.  They only contact us once a month when they have to respond to this complaint.  I certainly do hope that they come out on Wednesday 10/12 and finish our project that was started in August of 2020...but until they complete ALL of the items they have promised to complete, I will continue rejecting their weak attempts at addressing our concerns.  
  
  Regards,
  
  ***********************************

  

  Business response

  11/02/2022

  The heat pump was set up to work in remote mode. Work orders have been issued for light operation and ***** work. The masons have been challenged on repair work with bad weather.

  Bianca and I have both been following up on the light sercice order as well. We should know more tomorrow.

  Customer response

  11/03/2022

  Complaint: 17070580
  
  I am rejecting this response because: work is not 100% complete.  Business has been making good-faith efforts to correct and fix issues.  Hopefully will be done soon and we can put this project to bed. 
  
  Regards,
  
  ***********************************

  Customer response

  11/07/2022

  Complaint: 17070580
  
  I am rejecting this response because:

  I am rejecting this response because: work is not 100% complete.  Business has been making good-faith efforts to correct and fix issues.  Hopefully will be done soon and we can put this project to bed. 
  
  Regards,
  
  ***********************************

  

  Business response

  11/07/2022

  Good afternoon, A&S will continue to resolve the open issues. Our warranty manager will be in touch quickly. Tell us why here...

  Customer response

  11/07/2022

  Complaint: 17070580
  
  I am rejecting this response because: work is not 100% complete.
  
  Regards,
  
  ***********************************

  Customer response

  11/09/2022

  Complaint: 17070580
  
  I am rejecting this response because: work is not 100% complete. 
  

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

  

  Business response

  11/10/2022

  I sent an e-mail today stating that I will be meeting the masons at their pool on Nov. 17^th. I tried to call but got no answer. E-mail was sent through ProEdge for the record.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contract with A&S in June of 2020 to build a $107,000 pool. 1 year and 9 months into the project, our pool is STILL NOT COMPLETE. We have experienced 20 months of scheduling issues, long periods of inactivity and delays in pool construction and clean-up. The A&S 'designer' under-estimated the engineering of the pool and did not check HOA truck weight restrictions before bidding which led to 2 unanticipated change orders. We have seen significant turnover of schedulers and project managers and the local Austin ********** group is non-responsive. This has been the single worst construction experience we have endured. You can only blame so much on Covid... We are requesting a quick completion to the open items on our pool (gas line trenched, connected to the heater and tested, as well as 'browncoat' finish on the exposed walls, per their bid. We are also requesting compensation in the form of price reduction for the 20 months of problems and inconvenience.

  

  Business response

  04/12/2022

   

  Good Afternoon,

   

  All items are Caddressed and completed as of today 4/12/2022. Aqua link, ledge loungers, paperwork and baskets.  The customer is pleased with the progress

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We completed a pool renovation in 2021 with Anthony and Sylvan. The work was supposed to start in January and we were told it would take approximately 6 weeks. The work started on Feb 22ed and it did not get completed until June. We had problems through the whole experience getting a response from the company, updates and worked continued and completed. We were the ones completely project managing the work. A project manager or site ******* did not come to our house to look at anything until May after repeated emails and calls to their office. When we were planning the renovation, we discussed with their sales guy and also went into their show room to pick out materials. We have a salt water pool and we explained that and wanted to make sure what we picked out would be fine with salt water. Several months after the work was finished we noticed the coping around the edge of the pool was eroding. We assumed they had not sealed the coping/stone that has been installed less than a year and was less than 6 months from install that we started noticing this. We decided to call some other companies to see is they could properly seal the coping for us, and have been told that the product used is a type of limestone and it will continue to erode and there is nothing we can do. One company quoted us $7,800 to remove and replace the coping with a stone that would work for the salt water pool. We are also in the process of getting another opinion and estimate for comparison. *********************************************** should not have used this product that has not even lasted 6 month. I have sent an email to the regional manager, our sales guy, the project manager and the scheduling assistant that we worked with during this project and as typical with our previous experience we have received no response. We want to know what *********************************************** is going to do about this?

  

  Business response

  04/13/2022

  Our Renovations team has recently made multiple site visits to inspect the issue and are committed to working to resolve the issue with the coping stones and providing a long-term solution.

  Customer response

  04/18/2022

  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.  

  We are in contact with the company and working with them to get the issue resolved.

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

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this company in September of 2020 to construct a pool and spa. The construction hasn't been finished yet, but around September of last year they got the pool to a point where I could use it yet there were still a number of unresolved issues. I've been attempting to get the unresolved issues resolved ever since. In the process of trying to get the issue resolved, the heater broke making the pool unusable and it has been broken now for 1 month with no actions taken to resolve. Here were the issues communicated:1. Heater is not working.2. Plaster has discolorations and streaks throughout. I consistently brushed daily for over a month and still 3. Gunnite overspray is all over my fence and areas of the home.4. City inspection has not been completed because the A&S deck design is not compliant. Inspector states railing is needed yet A&S is stating I have to add it.There is no reason for pool construction to take a year and a half, but that's where I am at costing me more than $11,000 in interest on something that I can't even use. There has been sparse communication but here I am still waiting for something to be done like I've been waiting most of the past year and a half. I just want this project I paid over 6 figures for to be finished.

  

  Business response

  03/15/2022

  Anthony & Sylvan has spoken to **************.  We are replacing his heater on Tuesday The 22nd of March and have an acid wash schedule in 3 weeks.  We are currently investigating the deck situation to come to a joint revolution. ************* was very receptive to our timeline and we hope to have this matter settled shortly.

   

  Kind Regards

  MC

  Anthony & Sylvan

  Customer response

  03/15/2022

  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

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *********************************************** (A&S) were contracted to install a pool at my house on 10/8/2020. Primary pool completion was not completed until mid-November 2021 (significantly overdue), but multiple open items/issues remain and are being ignored by A&S management. After primary pool completion, I discovered that essentially all electrical features on the pool had been installed incorrectly: the filter pump, the pool light, LED bubbler, and the deck jets. After months of requests, these items were fixed the week of February 14th. However, I had also requested that the electric heat pump be inspected and its functionality verified (given the other electrical issues). These requests have been and continue to be ignored. After multiple attempts to pass the Citys electrical inspection, the project was tentatively approved with the understanding that a grounding cable that was not properly buried would be addressed before the project could be finalized and permits could be closed. This occurred at the end of September 2021, but the issue still has not been addressed. A robotic cleaner that was to be provided as a part of the fence resolution package was not delivered until the first week of February, and despite multiple requests over multiple weeks for this equipment to be installed and training provided , these requests have been ignored. 7 months of complimentary pool servicing were also a part of the fence resolution package. I have been requesting this service to be initiated since December of 2021, but these requests continue to be ignored.

  

  Business response

  04/19/2022

   

  I met ********* and Will ***** (Aqua Cal rep) on site. We explained AquaCal operation and some equipment issues. She said the pool cleaner has been working fine and we still need to get the bond wire buried.

   

  We have one more issue to address but we are actively working on getting someone out o the house to do last remaining issue.

  Customer response

  04/19/2022

  Complaint: 16824971
  
  I am rejecting this response because: the open items/issue have not yet been completed/resolved in their entirety.  I appreciate the increased attention that they have given my project and I have no issue with the individuals who have come to my house to support the resolution.  However, I have been waiting for several weeks for several items to be addressed which have been acknowledged by Anthony & Sylvan.  If and when these remaining issues are resolved, I will be happy to accept the company's resolution, but my experience (of >1 year) with A&S has made it clear that I cannot trust them to finish/close out open items without the threat of some sort of repercussion (such as an ongoing BBB complaint).
  
  Regards,
  
  ***************************

  

  Business response

  05/10/2022

  2 more items and we are done.

  Customer response

  05/10/2022

  Complaint: 16824971
  
  I am rejecting this response because: as with the previous response from the business and as per my communications directly with the business, I will not be closing out this complaint until all open items are addressed and final city sign-off is received.  I am still awaiting the agreed to payment that the business promised me (multiple weeks ago).  I am still awaiting fixes to newly discovered issues (found in the last few weeks).  I am still awaiting completion of open items that have been promised to be addressed multiple times of multiple months (>6 months).  I need all items to addressed and completed before I will be satisfied.  As my issues are, in some cases, > 6 months old, and my project is well over a year beyond schedule, I have no confidence that these issues will be resolved without the BBB's intervention/pressure.
  
  Regards,
  
  ***************************

  Customer response

  05/11/2022

  I am rejecting this response because: as with the previous response from the business and as per my communications directly with the business, I will not be closing out this complaint until all open items are addressed and final city sign-off is received.  I am still awaiting the agreed to payment that the business promised me (multiple weeks ago).  I am still awaiting fixes to newly discovered issues (found in the last few weeks).  I am still awaiting completion of open items that have been promised to be addressed multiple times of multiple months (>6 months).  I need all items to addressed and completed before I will be satisfied.  As my issues are, in some cases, > 6 months old, and my project is well over a year beyond schedule, I have no confidence that these issues will be resolved without the BBB's intervention/pressure.
  

  

  Business response

  05/20/2022

  We are committed to carrying out the bags of gravel to cover the perimeter bond wire this next week and will be calling in the city final within the same week that is done.  I look forward to the ******* family being happy that we have come to a resolution.

  Customer response

  05/24/2022

  Complaint: 16824971
  
  I am rejecting this response because: as referenced in prior messages, I will not be closing out this complaint until all open items and issues are resolved.  All physical issues with the pool and pool equipment appear to have been addressed, but I am still awaiting a check from A&S that was promised several months ago.  I appreciate **** and his teams work to address the known physical issues; I need the A&S office team to address the still open issue of the check that they owe me.
  
  Regards,
  
  ***************************

  Customer response

  05/25/2022

  I am rejecting this response because: as referenced in prior messages, I will not be closing out this complaint until all open items and issues are resolved.  All physical issues with the pool and pool equipment appear to have been addressed, but I am still awaiting a check from A&S that was promised several months ago.  I appreciate **** and his teams work to address the known physical issues; I need the A&S office team to address the still open issue of the check that they owe me.

  

  Business response

  06/07/2022

  We thought everything was done but the customer did not appropriately alarm his windows or door (cant exactly remember which) and the final is not complete.  So We are set back for a week.  

  Customer response

  06/13/2022

  Complaint: 16824971
  
  I am rejecting this response because: no final inspection has been communicated to me, and doors have been alarmed for +3 weeks.  No inspectors have visited our site apart from an apparent tree inspection that was not previously communicated as something that was going to happen.  This assertion is quite simply false and/or an inspection occurred that was not communicated to me in which the inspector did not knock on the door in order to be let in to inspect the doors or we were not at home as, again, no scheduling was done.  I would request proof of this alleged final inspection, and if it occurred, I find it extremely surprising that this is the first I am hearing of it.

  Further, the promised check from A&S was delivered in the wrong (lesser) amount; the autofill still does not appear to be working as it has once again over-filled the pool; and while the heat pump chiller runs, it does not appear to be appropriately setup within the iAqualink App as it does not respond to attempts to turn it on.  All of these items need to be corrected before this issue can be closed.

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

  Customer response

  06/14/2022

  I am rejecting this response because: no final inspection has been communicated to me, and doors have been alarmed for +3 weeks.  No inspectors have visited our site apart from an apparent tree inspection that was not previously communicated as something that was going to happen.  This assertion is quite simply false and/or an inspection occurred that was not communicated to me in which the inspector did not knock on the door in order to be let in to inspect the doors or we were not at home as, again, no scheduling was done.  I would request proof of this alleged final inspection, and if it occurred, I find it extremely surprising that this is the first I am hearing of it.

  Further, the promised check from A&S was delivered in the wrong (lesser) amount; the autofill still does not appear to be working as it has once again over-filled the pool; and while the heat pump chiller runs, it does not appear to be appropriately setup within the iAqualink App as it does not respond to attempts to turn it on.  All of these items need to be corrected before this issue can be closed.

  

  Business response

  08/02/2022

  We are working with this customer to address their list of concerns. The pool final inspection is scheduled to take place on 8/5/2022.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed contract with Anthony&Sylvan 4/8/2021 project was supposed to take ***** weeks to complete, here we are 2/24/2022 and still a long way off of completion.we have paid over 96k to them so far and on time, left voice mails, email's,text messages for the operations managers ***** and *** ( apparently *** is no longer with company). They schedule days and times for work then no one shows up they dont bother to communicate delays etc. Our project manager has changed as first one has also left the company, our new one ******* does communicate when he knows what is happening, unfortunately he is told one thing then his bosses change schedules without letting them know! We of course are expected to keep our animals in the house so the workers can enter yard, unfortunately my poor animals are having to stay inside for no reason! I would like for this company to finish this job in a timely manner and expect to be refunded for part of the project as it has gone way above and beyond a reasonable time frame. My husband is a 100% disabled veteran and this pool is to help him with his physical disabilities.

  Customer response

  03/02/2022

  Better Business Bureau:
  
  I have received a phone call from Anthony & Sylvan stating they have a team working on complaints but nothing has been resolved, still no dates for completing job,I am expecting some form of compensation. Again all I hear is the contractors have been hard to find! That is not my responsibility as a consumer, Anthony & Sylvan are whom I have contract with, I should not be having to call daily to see if someone is going to show up to work. My fence has been broken for 10 months since one of their contractors broke the fence and my gate also. I emailed them photos on the day it happened which I have also attached to this email.
  

  

  Business response

  04/12/2022

  Spoke with customer today.  Deck is being addressed Thursday.  Pending date for tile on Friday and also clean up is scheduled for Friday and Saturday including the gate repair.  Thanks

  Customer response

  04/12/2022

  Complaint: 16803044
  
  I am rejecting this response because:I have not been offered any financial compensation from the company which I have requested several times. This was supposed to be a ***** week project up to. 20 weeks due to Covid-19, not 11 months, I have had to be off of work on several occasions and no employees showed up when I was informed they would be here. Some $$ compensation is the least they can offer

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

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my pool Built-in 2016 I've been having troubles with the pool every since I have the pool built and I've been asking for help since *************************************************************************************************************** emailing people at Anthony sovereign and axing for help since ************************************************************************* no one came to do to help told me to leave my gate open so they could have someone come and repair the problem no 1 came to repair the problem Since 2016 I was emailing asking for help can you fix they say it's not covered under warranty but it's the warranty but it happened in 2016 when the pool after the pool was built I was having cracking coming up the poolAround the pool and on top of the pool is cracking and I told them this and I sent pictures since 2016 I have emails to confirm them email and me back now they're telling me don't people no longer work for our company anymore so we don't know what's going on but they I'm showing them the emails I'm sending them to emails showing them I have been asking for help since 2016 to fix this problem right after the pool was built no one wants to help me they're stating that they can't do anything or what all this other stuff but I've been sending pictures and videos since 2016 and received emails from the company but since those people are no longer working there they're not responsible for the problem of the poolI contact corporate office warranty I have been contacting corporate office foreign help I have not got response from them yet but I pray someone help me with this

  

  Business response

  03/07/2022

  On behalf of *********************, I have contacted the customer and we have set a site visit date of March 17th at 10:00 to review her issues and work to resolve them.

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

      ANTHONY & SYLVAN POOLS

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

          ****************

  Customer response

  03/07/2022

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

  Customer response

  04/05/2022

  Anthony silver came out to my house on March the 17th *********************************************************** within 2 weeks to repair the pool Mr. ******************* told me that they will he will send everything up to the higher up those are his words the higher up so they can discuss on repairing the pool he took pictures in everything ****** said 2 weeks so 2 weeks came by I called ****** email , text ***** no respond to anything so I took it upon myself yesterday and I called the office and I spoke to the young lady who's running in the front area and I asked her it was ************** Working today she said yes hes in the office hes at his desk right now I'll transfer you over, no answer left message.I just want Anthony SYLVAN to repair my pool like promises I have email stating Anthony SYLVAN will repair pool I also sent them to Anthony SYLVAN  months ago.

  

  Business response

  05/02/2022

  We have committed to addressing the cracks on the interior surface. That will be done this week. The issue of the exterior wall and vertical cracks in the deck turn down are no longer covered under warranty and these issues are at management discretion to be repaired.

  Customer response

  05/02/2022

  Complaint: 16668262
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************

  Customer response

  05/03/2022

  I rejected their proposal only for the inside of the pool; the outside of the collection also has the damage. I also have proof and emails that Anthony and sylvan pool stated that they would come out to repair the problems concerning the pool. My warranty is up, but they never came out to fix it when they promised to do so, and ************** stated he's waiting on his manager to say it's OK to fix it, but they never came out. I have so many emails stating that Anthony and sylvan pool would come out to fix the problem years ago, but they never came. Then covid happened, so they figured because of covid, they don't have to fix the issues now that's been happening to their customer ******************** which are not fair. 

   

  here copies of repairs req

   

  Automatic reply: ***************************** - Jobsite Visit Report

  Yahoo/pool

  • *************************** <********************************************************>

  To:**********

  Fri, Apr 22, 2016 at 10:50 AM

  Hello,
  I will out of town Thursday and Friday - I will return all calls and emails when I return to work on Monday, 4/25.

  Show original message

   

  
  ****** Region
  ******************************************************. 78750

  • *************************** <********************************************************>

  To:**********

  Tue, May 3, 2016 at 1:43 PM

  Hi Ms. *********** I sent that over way back when, you 1st told me about it and thought it was taken care of. I will get it done for you ASAP. I am sorry about that not being done..
  
  -*****
  
  
  
  Sent via the ******* GALAXY S 5, an AT&T 4G LTE smartphone
  
  
  -------- Original message --------
  From: taresa_101 <********************>
  Date: 5/3/2016 1:05 PM (GMT-06:00)
  To: *************************** <**********************************************************>
  Subject: RE: Automatic reply: ********** - ****** - Jobsite Visit Report

  Show original message

   

  

  *************************** <********************************************************>

  To:**********

  Tue, May 24, 2016 at 7:33 AM

   

   

  Good morning Ms. ******************

  my crews will be there today or tomorrow. Can you please leave your gate unlocked for them to get in?

   

  Thanks!!

  *****

  

  Business response

  05/20/2022

  I spoke with Mrs. ********** today and we are on our way to a resolution.  I have a pool company scheduled for beginning of next week for clean up and an action plan for after 5/26/2022 due to family obligations.  ************************* has my direct line and I look forward to working with her to make sure she is happy.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our pool construction started in June 2020 and after a very painful and frustrating process of having to chase down multiple Project managers, Schedulers, and other A&S personnel the pool was plastered on 21st December 2020 after multiple teardowns and fix attempts by various subcontractors because either the design/plan wasnt right, or they didnt do the work as per spec.We had several pending items remaining to be addressed for project completion and it took them over 7 months to get them addressed after following up multiple times.The major items that are present from day one and have not been addressed yet:1) Vanishing Edge / Negative is not functional since day 1. Water spills outside the basin/coping into the yard, not what we paid a premium for only to use it as a water reservoir. We were told by the warranty technicians that the catch basin needs to be made wider and the angle of the edge of the pool needs to be adjusted to ensure water flows into the basin.2) Constant leak in the pool and spa. The leak detection crew hired by A&S came out multiple times and identified the issue in the light housings and applied a temp fix (putty) and provided a recommendation for a permanent fix which is to replace the housings as they have not been installed correctly per spec. We have to manually top off hundreds of gallons of water every few days to avoid the plaster from being exposed and damaged.3) We have not received reimbursements for extra water/gas bills incurred because of having to drain and refill the pool multiple times, heat the pool for leak detection, etc. as promised by **.4) Autofill does not work 5) Negative edge pump shuts down randomly after a few mins.They assured us the issues will be resolved ASAP and we have nothing to worry about. However, since the ** we were working with is no longer employed by A&S its been a nightmare to get a hold of anyone or get a response on when and if they intend to fix the pending issues.

  

  Business response

  01/27/2022

  We are in the process of resolving the issues with the Das family.  We have worked on the infinity edge and are in constant contact with the customer.  We have received the Das family water bills and are working on the compensation for the added expense.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from ************************************************ The approximate build time was 8 weeks it took over 6 months. It was start on 1/2021. It still has not passed city inspection. We also purchased a heater we cant get to work and it is virtually impossible to get ahold of anyone to come out and fix it. We paid almost $60,000 for a pool we cant use or get serviced. Weve been trying for 2 months to get our heater fixed and pass city inspection.

  

  Business response

  12/21/2021

  We have communicated with the customer, and we agreed that ********************** & ********************** will perform a courtesy inspection to the appliance by the end of January 2022.

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